Event FinderGovernance First: What Contact Centers Need Before AI
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Governance First: What Contact Centers Need Before AI **Meeting Code:** 10963-1127 **Registration Fees** Members Free Nonmembers Free **Event Dates & Times:** November 18, 2026 2:00 p.m. – 3:00 p.m. ET Contact center leaders have invested heavily in Contact Center as a Service (CCaaS) but aren't seeing expected returns. When they consider adding AI, they quickly discover that their data and processes aren't ready. AI doesn't fail because the technology is weak. It fails because organizations lack the foundations to connect it to live workflows, govern it, and keep it under control. Kristin Streett, Head of Global Banking GTM at ServiceNow, will walk through what she is hearing from banking leaders in this space and recent research showing that only 24% of banks have AI testing, auditing, and governance in place. Don’t miss the opportunity to hear what control, governance, and data readiness actually require, and why getting those foundations right upfront is critical to maintaining customer and regulatory trust. Key Takeaways: Understand what pacesetters are doing to deploy AI at scale and see ROI Determine which use cases to tackle first when deploying AI in the contact center Learn what foundational pieces you need in place to safely and swiftly take advantage of AI in your contact center **Who Will Benefit?** Financial services leaders from institutions of all sizes