The New Best Practices for Workforce Engagement in the AI Era

Align people, data, and AI for smarter outcomes

Old WFM and QA playbooks were built for linear environments. Today’s CX is multimodal, emotionally complex, and changing fast. The shift now is from controlling adherence to unlocking human potential, with AI as a guide, not a controller.

This session brings together analyst insight and vendor experience to show how leaders can modernize workforce engagement without losing the human edge.

What you’ll learn

From control to potential: How leading teams move beyond narrow KPIs to enable confident, capable agents in critical moments.

Predictive coaching: Spot pressure before burnout, shift from hindsight to foresight, and build management maturity that sticks.

Democratized insight: Use analytics to create shared understanding across Ops, HR and IT – turning silos into a meeting place for action.

If you’re rethinking how to align people, data, and technology for better experiences (for both customers and employees) this conversation delivers the clarity and inspiration you need.