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Roundtable– Megatrends to Watch for in 2026 and Beyond

CrmXchange

Presented By: CrmXchange


Tuesday, September 9, 1pm Eastern

Panelists from NiCE, Verint and Calabrio

Moderator: Sheri Greenhaus, Managing Partner, CrmXchange

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About the Webcast

 The panel covers a variety of topics on the most important trends to follow. A few topics to touch on:

  • AI Takes the Lead: Explore how generative AI, bots, and automation are transforming customer interactions and agent workflows.
  • Human + Machine Synergy: Learn why blending AI with human empathy is becoming the gold standard for CX excellence.
  • Personalization at Scale: See how data-driven insights are enabling more relevant, real-time customer engagement.
  • 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, and smarter scheduling.
  • Customer Trust and Privacy: Dive into why transparency and secure data handling are now core to customer loyalty.

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About the Presenters

Sheri Greenhaus, Managing Partner, CrmXchange, Moderator

For over two decades Sheri Greenhaus has been involved in nearly every aspect of contact center management. At CRC Information Systems, where she was Vice President of Marketing, Sheri was responsible for sales and marketing strategies for this call center database company. As Director of Hart Hanks Telemarketing, Sheri oversaw the Hart Hanks call center operation.