In-Person
7 - 9 October 2026  |  Omni Nashville, Nashville, US

About this event

CCW Nashville brings customer contact leaders together to tackle the problems that actually stall AI programs: containment plateaus, compliance risk, and rising costs with no clear ROI path. 


Expect expert panels, keynotes on AI adoption and team development, and an Expo Hall where you can see AI, analytics, and CX platforms tested live,  not just pitched.


Sessions

Panel Session

Beyond the Cliché: What “Complex Work” Will Agents Handle in the Contact Center of 2030?

Date: 7 October | Time: 11:00 AM

Most agents are still spending too much time on low-value work and most organizations haven’t defined what the future of the agent role will entail. This lack of clarity and transparency is leading to the unhappy, unproductive agents who most certainly cannot delight customers. We join this research-backed panel session, to bring a clear answer to the future of the agent role. We will share examples of our customers who have gotten it right and how we balance human and AI for a total customer experience.

Henry Pezzo Henry PezzoSales Director, NA, Omilia

Panel Session

Total Experience: Modernized Balance of Human and Digital Transactions

Date: 8 October | Time: 11:00 AM

Customers expect a Total Experience, where human and digital interactions are held to the same standard, and where the AI behind it keeps improving instead of freezing the day it goes live. We discuss how agentic AI resolves multi-step, customer requests while staying auditable; how self-learning AI takes the best interactions and builds new agents; how to avoid unpredictable AI costs; and what it takes to run human and digital service as one continuously improving system.

Henry Pezzo Henry PezzoSales Director, NA, Omilia

What to expect from us

  • Artificial Intelligence Diagram
    See how our Self-Learning Agentic CX Platform turns every customer interaction into an improvement opportunity - automatically. No manual tuning, no professional services. Contact centres stuck at 65% call resolution don't have to stay there.
  • Demo Diagram
    Experience live demos of Voice and Chat Agents, CSR CoPilot, Authentication Agents, and Lexis - our native generative TTS engine built directly into our platform, with sub-45ms first-audio latency and zero third-party audio exposure.
  • Integration Icon
    See why enterprises like Discover, Taco Bell, Purolator and PSEG run their contact centers on Omilia and how the same architecture applies to yours.
  • 1 by 1 step diagram
    Get a clear look at our Agentic AI Adoption Framework - the structure contact center leaders use to deploy agentic AI at scale, with the governance, risk controls, and audit trail compliance teams actually need. Glass box by design, not bolted on after the fact.