Designing the Modern Contact Center:  Join Our Workshop at EITK CRS 

As customer expectations continue to evolve and AI reshapes service delivery, contact centers face a clear mandate: transform into agile, intelligent experience hubs that balance technology with human empathy. At Execs In The Know’s Customer Response Summit on September 17, PTP will lead a forward-looking workshop designed for CX and contact center leaders who are ready to move beyond “business as usual” and embrace the next era of CX. 

Why This Workshop Matters 

CX quality has been on the decline in recent years, even as investments and advancements in technology accelerate. Customers expect seamless, empathetic, and efficient experiences across every channel, but too often they encounter friction, inconsistency, or impersonal interactions. 

This workshop is built to address those challenges head-on. Together, we’ll explore how to: 

• Orchestrate connected omnichannel journeys across voice, chat, email, and social 
• Modernize voice platforms with next-generation IVR (NGIVR) and agentic AI 
• Balance automation with empathy, ensuring AI frees up humans for moments that matter most 
• Lead change effectively, gaining frontline buy-in, and aligning new tools with enterprise priorities 

What You’ll Experience 

This isn’t a sit-back-and-listen session! Through practical frameworks, real-world case studies, and collaborative exercises, you’ll engage directly with ideas and tools that can be applied immediately in your own organization. 

Highlights include

• Human + AI Collaboration: Learn how to design emotionally intelligent handoffs between bots and humans 
• Voice Modernization Brainstorm: Reimagine legacy IVR with NGIVR and AI 
• Change Leadership Roleplay: Practice communicating the “why” of AI to your frontline teams 

You’ll leave with not just insights, but a clear action plan to bring back to your organization. 

Who Should Attend 

This is a must-attend session for: 

• Contact center leaders navigating modernization 
• CX executives looking to align AI strategy with customer expectations 
• Change leaders tasked with driving adoption of new technologies 

Why Now 

The future of CX will not be built sequentially; the “fixing” systems first and later adding AI is not the strategy for leading enterprises. The most forward-thinking organizations are moving in parallel, modernizing infrastructure while piloting AI to accelerate learning and results. 

This workshop will show you how to take that parallel approach, combining the best of human empathy, agentic AI, and omnichannel design to transform interactions into measurable business impact. We can’t wait to see you there! Can’t make it to San Diego for the event? Reach out for a personalized session with the PTP experts.