CX Today’s Charlie Mitchell hosts a deep-dive discussion into how AI is reshaping contact center procurement, and how businesses can boost their customer service investments.

Joining him for this conversation are two leading experts:

Wayne Butterfield, Partner for AI, Automation & Contact Center Transformation at ISG
Christoph Börner, VP of Engineering at Cyara

Together, they unpack how AI is transforming not only customer service, but also how contact centers buy, test, and trust technologies.

💡 Why Is IT Taking Over Contact Center Procurement? 💡

Butterfield and Börner explore why less than one in five AI buying decisions are now made by the contact center, and how the complexity of modern AI tools has shifted decision-making power toward IT.

🤖 The Expanding AI Use Case Landscape 🤖

From agent assist to AI-driven training and hybrid customer journeys, both experts share real-world examples of how AI is changing the agent role, and creating both opportunities and challenges.

😬 Why Do Customers Still Distrust AI? 😬

Despite the innovation, customer sentiment toward AI-driven service remains negative. The panel discusses why, pointing to poorly tested conversational journeys, missing micro-intents, and trust gaps between humans and machines.

🔒 Building Trust & AI Assurance 🔒

Börner highlights why trust is the "new currency" in AI engagement, and how rigorous testing and quality assurance can help avoid bias, inaccuracy, and reputational damage.

For more on testing AI and CX Assurance, visit: https://cyara.com/

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Transcript

IT Now Calls the Contact Center AI Buying Shots: So What? - Cyara