From Metrics to Meaning: Insights from the 2025 Benchmarking Study
The benchmarks that defined contact center excellence even a few years ago no longer hold true. As AI, analytics, and customer expectations evolve, leaders are being challenged to redefine what “great” really means.
In this forward-looking conversation, Robin Gareiss (CEO and Principal Analyst, Metrigy) and James Russell (Director, Customer Transformation, Cresta) bring together the best of research and real-world practice to reveal how high-performing organizations are setting new standards for performance in 2025 and beyond.
This session explores:
- The evolution of benchmarking from efficiency to impact
- The rise of predictive CSAT as a real-time measure of customer experience
- Why inferred resolution rate reveals hidden opportunities for improvement
- How to evaluate AI agent performance through trust, transparency, and outcomes
This isn’t a discussion about dashboards, it’s a conversation about direction. Join us to gain a clear view of where contact center excellence is heading, and how to position your organization at the forefront of this transformation.
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Opening Keynote: AI and the Future of the Customer Experience
Changing technology and customer needs are reshaping the contact center more rapidly than ever before, and businesses that don’t ride the wave risk being flattened by it. In the opening keynote, Ping Wu, CEO of Cresta, will share what the coming years will look like as the customer experience fundamentally transforms. Join us for a look into the future as we unveil new advancements from Cresta to power your success now and for years to come.
Turning Enterprise AI into Measurable ROI
MIT reports that 95% of enterprise AI pilots fail. What sets the 5% apart? Join Bob Victor, SVP of Consumer Solutions at Comcast Business, Edmond Mackey, Chief Strategy Officer at Aptive, and Robin Gareiss, CEO of Metrigy Research, for a discussion on how to identify high-value opportunities, build compelling business cases, and deliver ROI from AI transformation initiatives.
AI Agents in Action: Lessons from the Front Lines
AI agents are delivering remarkable customer experiences at a fraction of the cost. But what does it take to deploy them successfully? Which use cases are proving most effective? And how do you manage a hybrid workforce of humans and AI? Get answers straight from the source in this panel featuring Kevin Dillman, Senior Director of Central Reservations at Xanterra Travel Collection and Colin Taylor, Senior Director of Shared Services at Propel Holdings.