Integration vs Silos: Why the “Unified CX” Promise Still Fails

Breaks down Cavell’s CCaaS research to explain why customer experience remains fragmented despite years of platform investment. Examines structural causes, vendor incentives, and why “integration” has failed to translate into outcome-level CX improvement.

Breaks down Cavell’s CCaaS research to explain why customer experience remains fragmented despi...

The CX Market Reset: Who Is Winning the Next 5 Years?

The CX market is entering a structural reset driven by platform consolidation, CRM gravity, AI acceleration, and shifting customer expectations. This panel examines where value is concentrating across the stack, how vendor lock-in and ecosystem power are reshapi...

The CX market is entering a structural reset driven by platform consolidation, CRM gravity, AI ac...

Five9 Roundtable - A Discussion on the Most Important Trends Shaping CCaaS

During the morning break at this year’s CX Summit, Finbarr Begley will host a sit-down discussion with Five9 and the audience — a chance to talk openly about where CCaaS is heading and what it means for the people in the room.Finbarr will bring topics from C...

During the morning break at this year’s CX Summit, Finbarr Begley will host a sit-down discussi...

The Economics of Modern CX: What Actually Changes the Cost Curve?

Automation and orchestration promise efficiency, but do they fundamentally reduce cost-to-serve? This session explores how CX economics are evolving in practice, including cost displacement versus cost creation, the impact of AI on seat models and workforce stru...

Automation and orchestration promise efficiency, but do they fundamentally reduce cost-to-serve? ...

SME CX: What They Actually Buy — and What They Won’t Pay For

The SME segment remains one of the most active and competitive areas of the CX market, but purchasing behaviour is highly pragmatic. This session examines what SMEs prioritise when investing in CX, where AI features genuinely drive adoption, and where feature se...

The SME segment remains one of the most active and competitive areas of the CX market, but purcha...

Cavell Analyst Wrap Up and Audience Q&A