What Not to Miss at Customer Contact Week Las Vegas 2025

It’s almost Customer Contact Week Las Vegas!

The annual gathering of customer contact leaders where you will have more at your fingertips than anywhere else in the world – all to help you find the tools, technology, and techniques to drive your business endeavours to new heights!

Taking place at Caesars Forum, Las Vegas on the 9 – 12 June 2025, there’s no shortage of fantastic exhibitors and speaker sessions to check out while you’re there, and representing Call Centre Helper, we’ve got Principal Analyst of Metric Sherpa – Justin Robbins – roaming the event to bring our audience the latest news and interviews from the key speakers, innovators and inspiring end users there in Vegas.

To help prepare you for what’s coming up, we’ve produced a quick round-up to help you make the most of your visit…

Which Booths Should You Be Visiting?

Want to see what the latest tech is capable of? Here is a quick-glance list of companies we recommend visiting while you’re at the show:

Company	Booth
8×8	656
ASAPP	1120
Aspect	1344
Assembled	155
Audiocodes	2004
AWS	Pavilion 3
Calabrio	121
CallMiner	526
Centrical	721
Cognigy	338
ContentGuru	626
Creovai	308
Cyara	757
Diabolocom	1221
Dialpad	115
eGain	631
Five9	Pavilion 1
Foundever	1102
Freshworks	1227
Genesys	Pavilion 4
Jabra	838
Kore.ai	625
Krisp	326
Medallia	632
Miarec	703
Nextiva	1127
NiCE	139
Parloa	15
Pindrop	157
Polyai	213
Procedureflow	713
Qualtrics	532
RingCentral	502
Salesforce	1425
Sequenceshift	Event Sponsor
Servicenow	356
Sprinklr	Pavilion 2
Synthflow AI	1544
Talkdesk	638
Twilio	708
ujet.cx	318
uplands	2101
Verint	209 & 433
Vonage	1606
Webex by Cisco	848
Zendesk	1108
Zoom	339

What Do YOU Want to Learn About?

Not sure how to spend your time at the 3-day event? We’ve brought the agenda together into key themes, so you can home in on what you want to learn most about – whether that’s AI, CX, or Data & Analytics.

What’s On: All About AI

Looking to explore the best AI has to offer right now and how it can drive efficiencies across your contact centre? Take a look at these sessions…

Tue Jun 10 | 9:00 AM – 10:30 AM PDT
Workshop | AI by Design: Build CX Use Cases That Drive True Impacts
Panelists: Cordell Miles, IAA, Matt McGinnis, Five9, Sarika Prasad, Five9, Christopher Gandees, Five9

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Tue Jun 10 | 11:00 AM – 12:30 PM PDT
Workshop | Building Your Own AI Agents: From Business Challenge to Real-World Results
Panelists: Nathan Ray, Arkansas Foundation for Medical Care, Carmit DiAndrea, NiCE, Amy Webb, Arkansas Foundation for Medical Care

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Wed Jun 11 | 8:00 AM – 10:00 AM PDT
Opening Keynote | The People-First Blueprint: Marriott’s Formula for Lasting Success Through Genuine Connections

• Smarter CX: Prioritizing Human Touch in an AI-Driven World sponsored by Five9
• AI Agents at the Helm: Powering the Full CX Lifecycle sponsored by Talkdesk
• The Next Renaissance

Panelists: Zack Kass, OpenAI, Becky Vieira, Marriott International, Neville Letzerich, Talkdesk, Michael Matoush, Career Certified, Crystal Pittman, HumanN, Rebecca Jarvis, ABC

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Wed Jun 11 | 11:00 AM – 11:45 AM PDT
Client Case Study | From Call Queues to AI Agents: HumanN’s CX Reinvention
Panelists: Crystal Pittman, HumanN, Kevin McNulty, Talkdesk

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Wed Jun 11 | 1:45 PM – 2:30 PM PDT
Think Tank | Turning AI ROI into Innovation Fuel: Advancing Use Cases for Smarter CX
Panelists: Michael Logan, Genesys

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What’s On: Improving CX

Keen to overhaul your CX strategy and need some fresh inspiration? Take a look at these sessions…

Tue Jun 10 | 9:00 AM – 10:30 AM PDT
Workshop | Real Talk: Let AI Be Your CX Truth Teller
Panelists: Tanya Fowler, FCT (First Canadian Title), Jennifer Buffaloe, CallMiner

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Wed Jun 11 | 11:00 AM – 11:45 AM PDT
Fireside Chat | The Future of Customer Service? It’s Already Happening
Panelists: Carmit DiAndrea, NiCE, Brooke Lynch, Customer Management Practice

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Wed Jun 11 | 12:00 PM – 12:45 PM PDT
Think Tank | AI-Driven Excellence: Transforming Workforce Efficiency & CX Success
Panelists: Lauren Maschio, NiCE, Mike Roberts, NiCE

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Wed Jun 11 | 12:00 PM – 12:45 PM PDT
Think Tank | Healthcare in CX – Enhancing Patient and Provider Experiences
Panelists: Michael Guerrero, AdventHealth, Roni Jamesmeyer, Five9, Sam Moses, Summit Health, Aaron Johnson, Penn Medicine Health System, Buddy Reeves, Exact Sciences

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Wed Jun 11 | 1:45 PM – 2:30 PM PDT
Fireside Chat | Elevating Experience: A CX Transformation Story with Zoom and Cricut
Panelists: Kentis Gopalla, Zoom, Brian Cantor, Customer Management Practice, Isaac Hales, Cricut, Kaushik Tilve, Cricut

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What’s On: Data & Analytics

Want to see what’s now possible with data & analytics? Take a look at these sessions…

Tue Jun 10 | 11:00 AM – 12:30 PM PDT
8×8 Workshop
Panelists: CJ Bowmen, BetaNXT, Tim Wittbrod, 8×8

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Tue Jun 10 | 1:30 PM – 3:00 PM PDT
Workshop | Transforming Omnichannel Member Experience: GreenState Credit Union’s Journey with Content Guru
Panelists: Aaron Hicks, GreenState Credit Union, Martin Taylor, Content Guru, Joshua Hesser, GreenState Credit Union, Kaitlyn Fultz, GreenState Credit Union, Jody Hospodarsky, GreenState Credit Union

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Wed Jun 11 | 12:00 PM – 12:45 PM PDT
Client Case Study | From Cost Center to Experience Hub: How Global Payments Is Powering Smarter Service
Panelists: Beth Granberry, MBA, GLOBAL PAYMENTS INC. Jason Carter, Genesys

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Wed Jun 11 | 1:45 PM – 2:30 PM PDT
Client Case Study – Five9
Panelists: Buddy Reeves, Exact Sciences

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Thu Jun 12 | 1:45 PM – 2:30 PM PDT
Client Case Study | Redesigning Patient Services: How Presbyterian Healthcare Services Is Shaping the Future of Access and Experience
Panelists: Michael Haney, Presbyterian Customer Service Center

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What Else to Look Out For…

8×8 – #656

Duct tape is for patching a wobbly chair leg, not for holding together CX.

Is your CX strategy evolving alongside changing customer expectations?

If you’re looking to optimize agent performance, unlock AI-driven insights, or future-proof your contact center, head over to booth #656, or book a 1:1 meeting.

Also, be sure not to miss their fireside chat with CJ Bowman of 8×8 customer BetaNXT in conversation with 8×8 Director Tim Wittbrod, where CJ will share what it really takes to move from a tangled CX tech stack to a streamlined, integrated solution.

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Assembled – #155

Assembled will back in Vegas for another CCW – and they’re excited to show you what’s new! As the only platform built to manage both AI and human agents in one place, they’re redefining what great support looks like.

Want to connect while you’re there? Stop by booth #155 to meet the team and get answers to all your AI and WFM questions!

Why not also join them at one of their many networking events too – from breakfast meet-ups to dinner gatherings – and book time with them to talk through your goals (where you’ll also be entered into a customer prize draw to win a $500 gift card!)

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CallMiner – #526

Go along to booth #526 to see CallMiner’s three product demo stations, meet the team, and see the latest features in action. You’ll be welcome to participate in the CCW Demo Drive Prizes and the Five9 Partner Passport Prizes too!

They will also be hosting various meetings with press and analysts onsite, so head over and say hello!

Also don’t miss their Customer Workshop with Tanya Fowler, Head of CX at FCT & Jennifer Buffaloe, Sr. Director of Customer Success at CallMiner: Real Talk: Let AI Be Your CX Truth Teller, Tuesday, June 10th 9:00am – 10:30am (PDT)

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Centrical – #721

Grab a latte at the Centrical Café and discover how they’re using AI to empower people to perform better.

Get a sneak peek at their newest innovation: Personalized Employee Success Plans that adapt in real time to each employee’s performance, helping them develop faster with support tailored to their unique needs.

Then explore their new and upcoming innovations for frontline leaders:

• Enhanced AI Assistant: Highlights who to coach or recognize with instant performance insights and built-in actions – so managers act quickly and confidently.
• AI Insights & Coaching Effectiveness: Understand what’s working and where to focus, with clear visibility into coaching quality and effectiveness.
• Automated Quality & Coaching: Save time with AI that automatically evaluates customer interactions and flags moments for targeted feedback, learning, or recognition.

Whether it’s agents, managers, or ops leaders, Centrical’s Agentic AI helps every person succeed by making performance improvement easier, more personalized, and more impactful. Want to see it live? Book a demo or meeting with their team onsite.

And don’t miss their legendary Happy Hour! They’ll be back at Vanderpump Cocktail Garden for an exclusive evening of networking and fun on June 11.

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Content Guru – #626

Want to achieve the gold standard in contact centre security? Stop by Booth #626 to see the only FedRAMP High accredited full-stack CCaaS platform: storm®.

Then, join GreenState Credit Union’s session alongside Content Guru on their omnichannel digital innovation journey. The workshop takes place on Tuesday, June 10th, between 1:30 PM – 3:00 PM at Caesars Forum, Forum 117.

Why not also have a go at playing cornhole at the booth?

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Five9 – Pavilion 1

Discover how Five9 GeniusAI is transforming the contact centre by orchestrating the perfect CX at CCW Las Vegas 2025. Experience the power of more with cutting-edge demos, smart automation, and real-world strategies that help businesses deliver faster, smarter, and more personalized customer experiences at scale.

Visit them at Pavilion 1 and see the future of customer experience in action!

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Genesys – Pavilion 4

Visit Genesys at Pavilion 4 for live demos, and discover how they’re helping organizations deliver smarter, faster, and more empathetic interactions – at scale. Also, discover how Genesys empowers organizations to transform customer and employee experiences with next-level AI innovation.

Experience Genesys AI in Action

Experience Genesys AI in Action and see how to turn every interaction into a game-winning shot:

• CX That Scales. AI That Delivers.
• Empower Teams. Simplify Workflows. Boost Productivity.
• Simple CX. Powerful Performance. Real Results.

That’s not all! See real-world success stories from organizations using Genesys AI-powered orchestration.

Meet the Experts

Engage with Genesys experts too at either Pavilion 4 – Learn more about Genesys AI-Powered Experience Orchestration. Genesys experts will be available at the pavilion showcasing live demos of their strategic offering, or a Genesys Meeting room – Schedule a meeting with Genesys at CCW 2025 to discover how their AI-powered innovations can transform your customer and employee experiences while driving real business results.

Lunch & Learn

Join their high-impact executive session at Sugarcane Las Vegas that explores how leading health insurers and providers are applying AI to solve real challenges across patient and member engagement.

Happy Hour at High Roller

Head over for a unique and one-of-a-kind happy hour. Enjoy fresh air, sunshine, delicious food and drinks and soar 550 feet above the centre of the Las Vegas Strip on the largest observation wheel in North America.

Happy Hour at Sala 118

Join Salesforce, Genesys and Accenture where innovation meets influence, and opportunity begins with a conversation at Sala 118 located in the Venetian.

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Medallia – #632

Join the Medallia team at Minus5* Ice Bar, LINQ Promenade on Wednesday, July 11 at 6pm for happy hour, where they’ll be hosting CCW attendees for food, drinks, peer-to-peer networking, and, most of all, fun!

Also go along to their workshop with Choice Hotels, Making a Lasting Impact with Rockstar-Level Performance, and hear more about their client case study with Pacific Life and Seat Geek, Handling the Heat: How Frontline Teams Win High-Stakes Moments.

They look forward to showing you their latest demos at booth #632 too – featuring their new GenAI capabilities like Intelligent Summaries, Smart Response, and Coaching Intelligence – helping contact centre and CX leaders quickly get to the bottom of issues, close the loop faster, and coach their agents better.

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MiaRec – #703

MiaRec is transforming how businesses extract value from contact centre conversations.

Discover how AI-powered conversation intelligence gives you the visibility and insights to make smarter decisions – whether you’re trying to prevent churn, grow revenue, or improve customer experience.

At CCW, they’ll showcase how AI turns everyday customer interactions into actionable business intelligence that drives retention, revenue, and operational visibility, thanks to:

• AI-Powered Business Intelligence – Identify churn risk, missed sales opportunities, customer pain points, and emerging trends – automatically and at scale.
• Auto QA – Automate 100% of quality assurance with AI to ensure consistency, compliance, and agent performance without manual effort.
• Survey-Free CX Metrics – Accurately measure CSAT, NPS, and NES across all interactions, eliminating the need for post-call surveys.

They’ll also be raffling off Airpods Max as part of the demo drive!

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NiCE – #139

As proud sponsors, they’re bringing the energy to CCW!

…And they can’t wait to connect with the CX community and explore what’s next in customer experience innovation and AI automation.

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Synthflow AI – #1544

Want to build a sample support agent at the world’s largest customer contact event?

Join Synthflow AI at CCW 2025 in Las Vegas and discover how to bring real-time voice automation to life.

At their stand, you’ll be able to:

• Meet the experts shaping the future of Voice AI.
• Build your very own AI Agent live with interactive product demos.
• Get tailored guidance through one-on-one consultations on your use case.

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Talkdesk – #638

Join Talkdesk to learn how to discover, build, orchestrate, and measure experiences that your customers will love. Agentic AI-powered solutions from Talkdesk identify high-impact automation opportunities, create workflows, synchronize people and processes, and surface insights and recommendations for optimization, for transformative CX impact.

Swing by booth #638 to experience their human-like voice solutions in action at the Talkdesk phone booth and interact with digital AI agents at live demo stations. Plus, grab some socks and tech organizers when you say hi!

They’re also excited to host customers in two talks on June 11, exploring how AI agents have replaced call queues and how automated chat interactions drive better customer experiences.

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Vonage – #1606

Visit the Vonage Booth (#1606) for some fun giveaways and to check out demos on some of this year’s newest products and solutions, including Intelligent Contact Center, the Convergence of CCaaS + UCaaS + AI for seamless communication and collaboration, Fraud Protection through Network APIs, Branded Messaging, and tools for Empowering the Mobile Workforce – and so much more.

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Webex by Cisco – #848

Head over to booth (#848) to discover how Webex Customer Experience solutions make it possible to deliver connected experiences across proactive communications, AI agents, and human-assisted service to build lasting loyalty. Get a first-hand demo of AI-powered customer experience innovations too, including Webex AI Agent, Webex Contact Center, Webex Connect, and more.

Learn more about what you can expect from Webex at Customer Contact Week.

Author: Rachael Trickey