AI innovation week 2025: Confidently execute impactful AI-informed automation

AI Innovation Week 2025 is your front-row seat to the future of customer experience, where AI isn’t just a buzzword, but a driver of real business outcomes. Join top analysts and CX experts for three powerful sessions on how to derisk AI investments, unlock automation customers actually want, and empower your workforce with tools that elevate every interaction.

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Derisk your AI investments with AI-powered analytics

Tuesday, September 16
11:00 AM ET / 16:00 BST

AI is transforming contact centers, but not every pilot delivers results. This session explores which use cases are driving real impact in 2025 and how to build a roadmap for successful AI adoption by identifying the areas where automation will be the most impactful in advance. Learn from industry examples and discover tools that turn insights into outcomes.

You will learn how to:

• Identify high-impact AI use cases
• Avoid common pilot pitfalls
• Build a roadmap to measurable success

Speakers:

Guest speaker: Max Ball, Principal Analyst, Forrester
Elizabeth Tobey, VP of Marketing, NiCE

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Unlock self-service customers want with AI automation

Wednesday September 17
11:00 AM ET / 16:00 BST

AI automation is reshaping self-service, but customer expectations are evolving fast. This session dives into what truly effective AI-led experiences look like in 2025 and how to balance automation with empathy. Learn which tools are driving success and where human input still matters.

In this session we will:

• Explore real-world AI self-service examples
• Discover tools enabling low-touch automation
• Examine how to balance efficiency with customer empathy

Speakers:

Guest speaker: Ian Jacobs, VP & Lead Analyst, Opus
Madeline Hooper, Senior Product Marketing Manager, NiCE

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Uplevel CX with an AI-empowered workforce

Thursday September 18
11:00 AM ET / 16:00 BST

AI isn’t just transforming customer experiences but elevating employee experiences too. This session explores how leading organizations are using AI to reduce friction, boost morale, and unlock deeper human connection. Discover how to empower your team while delivering standout CX at scale.

You’ll learn how to:

• Enhance employee experience with AI tools
• Reduce friction in daily workflows
• Empower teams to deliver AI-powered CX

Speakers:

Guest speaker: Omer Minkara, Vice President & Principal Analyst, Aberdeen
Catherine Forino-Small, Product Marketing Director, NiCE