Time Zone: EST
The contact center is undergoing one of the most significant shifts in its history. Evolving customer expectations, the rise of digital-first engagement, and rapid advances in AI are reshaping how organizations deliver service and build loyalty. This session will provide a “state of the union” on the current and emerging trends defining the contact center landscape — from omnichannel strategies and self-service adoption to workforce engagement and personalization at scale. We’ll explore how AI is transforming both the customer and agent experience, enabling faster resolution, greater empathy, and proactive support. Attendees will gain insights into where the customer experience journey is headed, what challenges and opportunities lie ahead, and how leaders can prepare their organizations to meet — and exceed — the expectations of tomorrow’s customers.
YOUR HOST
Lucas Salvage
Chief Revenue Officer
Kairos Data Communications
Lucas Salvage, Co-Founder of Kairos Data Communications, brings over 15 years of experience building one of the nation’s largest communications and cloud agencies, OnCall Telecom, where he served as Senior Vice President overseeing sales, operations, and client success. With a strategic focus on enterprise clients, Lucas has designed voice and data solutions for some of the country’s largest companies across various industries. His career also includes leadership roles at KMC Telecom and Goodman Consulting and Technology, where he was recognized for exceptional client service and business growth. Lucas has served on advisory councils for leading technology organizations like Lumen, Vonage, and Avant, and he actively contributes to improving education and workforce development through boards such as the ECPI Advisory Board. A graduate of Ithaca College with a BS in Communications, Lucas enjoys spending time with his young son, teaching sports, playing golf, and learning guitar.
FEATURED SPEAKERS
Lanier Pegues
Director, Solutions Sales and AI, Nice
Sarah lindo-levao
Enablement Manager, Nice, CXone
Rajeev sood
Partner Executive, Nice
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