2025 marked a watershed moment for customer experience and contact center transformation. The acceleration of AI-driven automation, generative CX assistants, and omnichannel orchestration redefined how enterprises engage customers and empower agents.

Contact Center as a Service (CCaaS) platforms have evolved beyond traditional, voice-centric systems into AI-augmented engagement hubs that unify customer data, intent, and service delivery across human and digital channels.

In this session, QKS Group analysts share insights drawn from extensive research and advisory work with global CX vendors, enterprises, and system integrators. The discussion will review the pivotal shifts of 2025 and unveil data-backed predictions for 2026, helping CX leaders understand how AI, analytics, and experience orchestration will shape the next era of intelligent customer engagement.

Join senior CX, digital transformation, and operations leaders to explore how next-generation CCaaS platforms are delivering measurable gains in experience quality, operational efficiency, and business outcomes.

• 2025 in Review:

  The defining developments across AI-powered CX, automation, and digital channel integration and how they have transformed buyer expectations.

• Market Landscape Shift:

  How the contact center market is consolidating into platform ecosystems versus specialized point solutions, and what this means for vendor differentiation, enterprise choice, and long-term value creation.

• Predictions for 2026:

  QKS analyst outlook on generative AI adoption, customer journey intelligence, and the evolution of the CCaaS platform architecture.

• Technology Evolution:

  How conversational AI, unified data layers, and real-time analytics are reshaping the contact center ecosystem and enabling proactive experience design.

• Strategic Priorities:

  How organizations can balance human empathy with AI-driven efficiency to redefine the customer experience for the next decade.

• Chief Customer Officers, CX Directors, and Contact Center Leaders designing next-generation experience strategies.
• Digital Transformation and Operations Executives driving AI adoption and process modernization.
• Technology and Innovation Heads evaluating CCaaS, conversational AI, and analytics investments.
• Vendor and Partner Ecosystem Leaders shaping product roadmaps or go-to-market strategies within the CX landscape.
• Consultants and System Integrators supporting enterprise transitions to AI-first customer engagement.