CX Today's Susie Harrison hosts Ben Booth, CEO & Co-Founder at MaxContact to explore the trends in contact centers for the year ahead.

In this session, we explore:

• The dominant trends in the contact center of 2025 and the essential tech for managers to align themselves with
• Proving ROI from AI investment and how to identify where AI is offering benefits
• Striking the optimal balance between use of AI and human agents, and how much freedom to give AI
• AI's current limitations and how to implement guardrails to ensure its safe use