Learnings from CCW 2024 🔥
This year’s CCW Las Vegas was a great experience. It’s great seeing that the conference is back to pre-pandemic levels and growing after COVID.
From what we’ve heard, it will be even bigger next year. CCW will expect 5000 attendees in 2025.
Krisp’s booth at the Expo:
There were 2 Expo halls this year and a lot of companies showcasing their products.
Summary of the companies exhibiting:
A lot of companies showcasing AI Voice Agent products
A lot of companies showcasing AI Agent Assist products
3 companies showcasing AI Accent Localization
(at least) 2 companies showcasing AI Voice Translation
It’s becoming clear that there are two camps of Voice AI products in CX:
Agent Assists - products that help agents to be more productive
AI Voice Agents - products that build autonomous voice-based agents
I sat down with 5 amazing executives and thought leaders onsite to discuss the Future of Voice AI:
Eric Guarro, SVP of Digital Transformation, ibex
Natalie Beckerman, Global Head of Customer Support Operations, IHG
Shep Hyken, Customer Experience Expert | NYT Bestselling Author
Philip Bennett, Head of Innovation, Empire Today
Praveer Chadha, SVP Customer Management, Datamatics
Here is the recap of the interviews.
I will be publishing these insightful interviews in a 4-week CCW series.
In our discussions, key themes emerged: integrating AI, training AI Agents in emotional intelligence, scaling multi-language support for global growth, and more. I'll explore these topics in depth throughout the series.
One thing everyone seems to be aligned on is the narrative that
AI Agents will take over easy, routine tasks while frontline workers will focus on more complicated customer interactions and escalations.
Powerful and seamless Agent Assist products will enable human agents to provide deeper, more complex support, enhancing their productivity and effectiveness.
And both are super important categories for the future of customer experience.
This synergy promises to elevate customer satisfaction and operational efficiency across the industry.
Stay tuned!