Real-world guidance from CX and training leaders on using AI to empower human agents and improve customer experiences.
Proven frameworks, real use cases and actionable takeaways you can apply immediately.
Stay ahead. Watch Shift today!
Instant access to 9 expert sessions on human-AI collaboration, agent performance and CX strategy.
Rising customer expectations, high agent turnover and growing cost pressure are forcing contact centers to rethink how work gets done. Shift cuts through the hype to show how AI can responsibly augment human agents to improve performance, consistency and customer outcomes.
What you’ll gain:
Grounded in experience from the world’s largest contact centers, Bret Kinsella opens Shift with a clear roadmap beyond the hype. This session sets the stage for a new, human-centric standard for AI in customer experience.
Mitch Lieberman explores the seismic shift from AI as a tool to a collaborator. This keynote frames the realities of the market and technology landscape, and offers a glimpse into the future of personalization and the CX agent’s changing role, coaxing leaders to consider the critical balance between technology and the human touch.
Discover the most revealing insights from more than 40 global contact centers as Mitch Lieberman sits down with Jen Ware to explore why some organizations accelerate with AI while others stall. This fireside chat highlights the strategic pivots that separate CX leaders from laggards.
Mastery of the CX Shift requires experience-based learning over theory. In this fireside chat, Erin Walker shares insights from global brands on why human augmentation is the key to scaling performance, and together with Bryan Acker and Mitch Lieberman, explores how to move beyond legacy processes toward a high-performance, augmented future.
Bryan Acker bridges high-level strategy with operational excellence. In this conversation with Bret Kinsella, he reveals how to navigate the CX Shift by augmenting traditional training with AI simulations that replicate high-stakes scenarios, sharing data-driven methods to optimize agent proficiency and performance at a global scale.
See how AI-driven solutions transform agent training and support. Through live demos, Mitch Lieberman shows how organizations can scale onboarding, reduce churn and augment human performance with purpose-built CX solutions.
This interactive roundtable explores where human advantage compounds with AI to deliver measurable business impact. Panelists discuss real-world successes, challenges, ethical considerations and what leaders should prioritize next.
A data-driven view of the CX and contact center market. In this presentation, the analyst breaks down current buyer priorities, investment patterns and vendor differentiation—cutting through the hype to explain what’s actually driving ROI today and what leaders should prepare for next.
Bret Kinsella and Mitch Lieberman close the summit by synthesizing key insights into a practical roadmap for implementation. Walk away with clear next steps for applying human and AI strategies in your contact center today.
Hear from CX, AI and training leaders shaping the future of customer experience
