Market Movers: Connecting CCaaS to CRM for more seamless AI journeys

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As customer relationship management (CRM), contact center (CCaaS), and AI platforms converge, many organizations are discovering a costly truth: each system can technically be connected and still produce a disconnected customer experience.

A recent report from TTEC Digital and CX Dive found that while 79% of CX leaders are confident in their platform integrations, only 43% are confident they can account for where AI is actually being used in the customer journey.

That's a problem. Those visibility gaps turn connected systems into a series of blank screens, repeated questions, manual workarounds, and AI recommendations that never turn into action.

In this session, John introduces a practical framework for connecting engagement, customer context, intelligence, and action across the customer journey. You'll explore the architecture decisions that determine what AI can see, where it can act, and how CRM, contact center, and AI platforms can work together to deliver better outcomes.

You'll leave with three questions to bring back to your team as you evaluate your data, AI, and integration strategy. The goal is simple: build the connections that help the intelligence you already own create more value.

What to expect:

• A practical look at the architectural decisions shaping the future of customer experience
• Guidance for planning technology investments and AI initiatives