In today's world, the contact center is a critical touchpoint, yet many companies stumble when attempting to modernize it. This talk highlights the top five common mistakes that derail transformation efforts and shares practical solutions to avoid them.

First, I’ll discuss the hype around AI—and why rushing into it without a solid plan often creates more issues than it solves. We'll look at the risks of diving into AI before truly understanding customer needs or technology limitations. Then, we’ll explore the dangers of skipping the planning phase altogether, which leads to disjointed systems and frustrated customers. Including the right stakeholders is another frequent oversight; a contact center is an enterprise-wide asset, and leaving out key voices can mean missed insights and resistance to change.

Next, I’ll tackle the infamous "sunk cost fallacy"—the mindset that clings to outdated systems because so much has already been invested. Lastly, I'll cover the importance of balancing efficiency with empathy; automation should enhance the human element, not replace it.

Through practical tips and relatable stories, this session will arm attendees with actionable insights to avoid costly mistakes and build a contact center that truly serves customers and drives results.