Conferences & workshops organized by ZOOM

The challenge for 2026 is no longer simply optimizing the contact center. It’s about converting organizational fragmentation into a strategic advantage by activating the full collective intelligence of the enterprise in every customer interaction.

In this masterclass, we’ll unpack how internal silos generate “Expertise Debt” that erodes customer experience and slows decision-making. We’ll also outline a forward-looking 2027 vision of the conversational enterprise, where agentic AI seamlessly orchestrates enterprise-wide expertise, empowering every employee to become a potential customer touchpoint.

You’ll gain a practical, structured roadmap grounded in proven, industry-specific ROI, to reposition your contact center as an enterprise orchestration hub, capable of instantly mobilizing the right internal expertise and delivering measurable competitive differentiation.

As AI radically reshapes contact centers, the true revolution lies not in replacing people, but in augmenting them. How can organizations transition from traditional operating models to AI-powered environments without sacrificing emotional connection?

Drawing on exclusive international insights from Australia, Singapore, and the United States, as well as concrete use cases, this keynote explores the three major transformations redefining customer experience. From large-scale contact deflection to the integration of federated AI, and the rise of multimodal video engagement (including co-browsing), discover how experts from Zoom, Edenred, and XP Cloud are reinventing the balance between technological power and human empathy. An essential session for leaders seeking to understand the organizational and societal implications shaping the future of customer relationships.