Insights to Action: Rethinking the Contact Center for Real Business Impact
CX execs from top companies share how they’re flipping the script on service delivery

Chief Strategy OfficerMedallia

Chief Marketing OfficerADT

Chief Marketing Organization | Global Customer Excellence LeadPfizer

Chief Experience OfficerPontem Technology Partners

Chief Experience Officer, SVP Marketing and Member ExperienceAmerican Medical Association
Contact centers are no longer just about answering calls. They’re where important conversations happen that affect customer satisfaction, brand perception and revenue. Yet many businesses remain focused on traditional contact center metrics, missing the bigger opportunities.
In this executive panel hosted by CMSWire and Medallia, top CX and contact center leaders share how they’re tapping into this vital hub’s full potential to drive smarter decisions, uncover opportunities and actually save money across the organization.
You’ll hear how they:
- Turn customer conversations into real-time insights that lead to action
- Empower human agents with AI and automation to make service faster and more effective
- Turn what they learn into customer experience improvements and ROI
If you manage customer service, marketing or digital efforts, this session will give you fresh ideas for getting more from your contact center.