Date: 24 February 2026, 11 a.m. PT | 2 p.m. ET
Location: Virtual
What if the real promise of AI in managing customer relationships isn’t replacing people, but redefining the role those people have in delivering high quality CX?
In this webinar, industry visionaries Jon Lamont and Scott Kendrick will explore the future of customer engagement, examining how AI can augment agents, not just to reduce effort or cut costs, but to build a collaborative environment focused on better customer outcomes.
By drawing lessons informed by boardroom ambitions along with the realities of frontline agents, they’ll examine what it takes to prepare teams for this evolution.
You’ll Discover:
- How organizations can build a practical roadmap for adoption that aligns strategic goals with practical realities
- How the right tools can help identify interactions that should remain human-led (for now)
- How to begin upskilling agents to empower them to evolve into supervisory and multitasking roles
- How intelligence, automation and augmentation can serve as a force multiplier for both operational efficiency and customer engagement
- How to navigate the cultural shift from “AI is coming for my job” toward “AI is expanding my potential”
Author: CallMiner
Reviewed by: Robyn Coppell
Published On: 16th Feb 2026
Read more about - Call and Contact Centre Events, CallMiner
