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Reimagining the Contact Center: Designing the Future of Human + Digital Experience

ICMI's Contact Center Expo: A Digital Experience

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Joel Neeb, Chief Transformation and Business Operations Officer at 8x8 delivered a keynote on Reimagining the Contact Center: Designing the Future of Human + Digital Experience at this year's ICMI's Contact Center Expo: A Digital Experience.


The talk covered how the contact center is evolving—fast. As AI, automation, and real-time data become embedded across the enterprise, the question isn’t whether the contact center will change—it’s how far we’re willing to rethink it.

This session explores the future of the contact center as a dynamic, cross-functional nerve center—where frontline agents become orchestrators of experience, AI becomes an always-on co-pilot, and service extends well beyond the walls of a traditional queue.

Join us as we reimagine what a modern, adaptive, and intelligent CX environment looks like in 2030 and beyond, and how to start building toward it today.

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