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Roundtable– Megatrends to Watch for in 2026 and Beyond

CrmXchange

Presented By: CrmXchange


Tuesday, September 9, 1pm Eastern

Panelists: Tamsin Dollin, Director, Product Marketing, NiCE,

Dave Hoekstra, Product Evangelist, Calabrio, and

Derek Top, Principal Analyst and Research Director, Opus Research

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About the Webcast

 The panel will explore a range of key trends shaping the future. Highlights include: 

  • Human and AI Collaboration: Explore how AI and humans seamlessly work together for smarter service.
  • The Evolving Role of the Agent: Discover how the agent role is shifting from task-based support to becoming a strategic brand ambassador.
  • Workforce Flexibility & Empowerment: Examine trends in remote/hybrid work, agent empowerment, smarter scheduling and, continuously adapt to evolving conditions.
  • Rise of AI Memory: Dive into the shift from static AI to AI with memory and reasoning.
  • Dynamic, Real-Time Planning with Predictive Intelligence: Forecasting to anticipate demand shifts, optimize schedules, and enable instant course corrections.
  • Enhanced Visibility Through Advanced Interaction Categorization: Using sophisticated analytics to automatically classify and interpret interactions for deeper operational and customer insights. 

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About the Presenters

Tamsin Dollin, Director, Product Marketing, NiCE

Tamsin has a passion for helping organizations “connect the dots” on what it takes to boost the customer experience. She brings over 25 years of experience in technology companies with roles in R&D and professional services. With NiCE for over a decade, Tamsin trained workforce optimization solutions, like Quality Management and Speech Analytics to hundreds of contact center teams before finally joining the product marketing team in 2018.

Derek Top, Principal Analyst and Research Director, Opus Research

Derek Top is a Principal Analyst and Research Director for Opus Research, a diversified advisory firm tracking Conversational AI and Intelligent Authentication technologies. For more than 15 years, he has been covering transformative technologies and producing top-notch business events.

Dave Hoekstra, WFM Evangelist, Calabrio

Dave has spent his entire professional career in customer service, but it wasn’t until he found WFM that he found his true passion. With over 20 years in WFM, Dave has gained insight into the real world challenges of working in today’s customer service. He is one of the few people who truly gets excited when someone wants to talk about Real Time Adherence or Net Staffing reports.