A full year of touch points for you and your team to create value together.

Moderator:
Nancy-Ellen Martin
Director, Customer Experiences & Operations Strategy
Zip Co

Abstract:
As artificial intelligence continues to transform customer service, the secret to high-performing tools isn’t just the AI model itself—it’s how data is structured and connected behind the scenes. When AI models crawl massive, unstructured knowledge bases, they suffer from latency, lost context, and an increased risk of hallucination. To prevent frustrating self-service experiences, organizations must build a solid data foundation and leverage a Model Context Protocol (MCP) layer. MCP acts as a universal, open standard—the “USB-C port” for AI—allowing multiple specialized sub-agents to securely access precise internal systems, knowledge bases, and live customer data. In this presentation, we’ll explore how structuring underlying knowledge and deploying an MCP-driven multi-agent architecture dramatically improves answer accuracy, speeds up resolution, and ensures a seamless transition to human agents when needed.

Key Action Items:

• Architect for Accuracy: Structure underlying knowledge into modular, digestible formats so internal tools and customer-facing AI ingest data efficiently without hallucinating.
• The Power of an MCP Layer: Understand how a Model Context Protocol (MCP) layer acts as a standardized translation bridge, enabling AI models to query disparate enterprise databases, CRMs, and internal APIs safely and in real-time.
• Deploy Multi-Agent Systems: Connect specialized sub-agents (e.g., billing, troubleshooting, account management) through the MCP layer to feed a single, unified customer-facing interface with high context and zero bloat.
• Augment, Not Replace: Streamline routine interactions with reliable automation while equipping human support agents with instant, MCP-driven context summaries when manual empathy and complex problem-solving are required.

Maximizing Efficiency and Impact to Elevate the Customer Experience

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A Membership Brainstorm – an 80% Interactive Format. Brainstorm sessions zero in on a a key area of focus within a Council Critical Issue. Members engage in spontaneous group discussion to generate ideas and problem-solve about shared challenges.

Topic: CX Investment Predictions for 2026: Why Leading Organizations Are Doubling Down on Customer Experience, AI, and Employee Engagement

Moderator:
Alpa Shah, Global Vice President – CX Practice, Frost & Sullivan

Abstract:
Frost & Sullivan conducts an annual customer survey of CX solution decision makers to uncover corporate objectives, challenges, and investment plans. Improving customer experience (CX) ranks at the top once again, after a dip over the past few years when employee engagement and brand loyalty became more prominent goals. The biggest shift, however, is that AI infusion is finally improving self-service, agent capabilities, and customer satisfaction. In this session, we will take a deep dive into more of the survey results.

Three Key Reasons to Join:

1. Customer Experience is Back at the Top of the Agenda – Nearly 70% of contact center leaders now rank improving CX as their #1 business priority. Organizations are refocusing on customer outcomes as a key driver of growth, differentiation, and resilience.
2. AI is Delivering Measurable Results – Customer satisfaction with virtual agents continues to rise, while companies are reporting shorter wait times and lower handling times. AI is no longer experimental. It is helping organizations improve service quality and productivity at scale.
3. Modern Contact Centers Are Creating Better Experiences for Customers and Employees – More companies are adopting integrated omnichannel platforms, and attrition has dropped significantly, from 32.8% to 24.9%. The message is clear: organizations that invest in connected experiences and employee engagement are seeing stronger business outcomes.