It's Not Me, It's You: Breaking Up with Legacy CX & AI That Doesn't Deliver
For years, contact centers have invested in chatbots, IVRs, CCaaS platforms, and “AI-powered” tools that promised transformation, yet customers often repeat themselves, agents remain overwhelmed, and most AI fails to truly resolve problems. As expectations rise, CX leaders are recognizing a hard truth: the issue isn’t effort or intent, it’s the legacy CX and AI architectures themselves.
This session explores why traditional conversational AI and automation models are no longer sufficient, and why the next era of contact centers requires a shift toward systems built for reasoning, action, transparency, and human collaboration. Attendees will examine the limitations of legacy CX approaches, learn what differentiates agentic AI from earlier generations of automation, and understand how enterprises are evolving beyond containment-focused strategies.
Rather than focusing on hype or tools, this discussion offers a practical framework for evaluating current CX investments and charting a realistic path toward faster resolution, safer automation, and more empowered teams.
