The big-ticket event, #CCW2025, drew to a close. The event held from June 9–12, 2025, the Caesars Forum in Las Vegas became the epicenter of CX innovation during Customer Contact Week (CCW) 2025. Over 5,000 professionals, 200+ solution providers, and thought leaders converged to explore the evolving terrain of customer engagement.
Participants from Movate include Sid Victor, Trace Anderman, Kristen Hein, and Mike McWilliams at booth #1326.
The team showcased Movate’s AI-driven CX transformation solutions, including the W(AI)VE™ framework, which focuses on assessing, aligning, architecting, and advancing CX ecosystems through AI and automation.
What happened in Vegas need not stay in Vegas and so we recap some of the interesting takeaways captured by our team.
Sid Victor led the Think Tank sessions with Ivo Koster
A notable highlight was the Movate-sponsored ‘Think Tank Session’: An exclusive session titled “Unlocking AI’s Full Potential in CX: Microsoft & Movate’s Strategic Approaches.”
This special session featured insights from Ivo Koster, Director of Product Quality and Services at Microsoft, and Siddharth Victor, CVP & Head of Client Partnerships, Digital Customer Experience at Movate. The session delved into real-world challenges in AI adoption and strategies for building AI-powered CX frameworks.
Tech-agnostic solutions with ownership and flexibility
At Movate, many clients raised concerns about vendor lock-in periods when engaging BPO providers for digital solution development. What sets Movate apart in both the technology services and outsourcing landscape is its commitment to being technology-agnostic and ensuring full intellectual property (IP) ownership resides with the client. Every digital solution Movate designs, builds, and operates can be transitioned to clients’ internal teams or extended across their broader vendor ecosystem. Whether in a long-term engagement or during an engagement transition, clients retain complete control over the digital assets and transformation initiatives delivered by Movate. Be it during a partnership or when parting ways, Movate assures clients the ownership and flexibility to evolve in their digital journeys. This approach makes Movate a disruptor in the Contact Center solutions space.
Enterprise AI at scale
The other point was the significance of ramping up AI from prototyping to full-scale deployments across products and services and seeing the ROI of enterprise-grade AI programs; the other aspect was the merits of co-creating value by collaborating with AI technology partners to chalk out strategies.
Considering that many enterprise leaders struggle to scale up their AI pilots into full-scale deployments, the banter on the floor revolved around “not AI just for AI’s sake but AI that drives CX outcomes.”
Other discussions centered on how AI can augment, rather than replace, human interactions in customer service.
Key talking points included agentic ai, customization and transparency.
- Agentic AI was a key talking point. Being a tool to support customer service agents by automating mundane/routine tasks and allowing them to focus on complex customer cases.
- Customization and speed: The key to differentiation is implementing AI solutions that are customizable to specific business needs and quick to deploy at scale.
- Trust and transparency: Ensuring that AI implementations are transparent to maintain customer trust.
“While a lot of the conversations revolved around the usual features and benefits of AI, Movate showcased its outcome-driven solutions that drive tangible business outcomes. At CCW, our booth saw a good share of the audience evincing interest in Movate’s differentiating value proposition and skin-in-the-game approach. Most of the leaders were open toward engaging technology services providers. Rather than just bolting on solutions to the existing tech stack, the audience appreciated the approach and thinking behind Movate’s outcome-based CX revenue models.” – Mike McWilliams, Senior Director.
Beyond AI, CCW 2025 addressed several other critical areas in customer experience. The trending points in the industry broadly pointed toward analytics, workforce engagement, and omnichannel engagement. This covered “insights extraction, humanizing interactions, retaining and upskilling talent for complex cases and scenarios, integrating multiple interaction touchpoints for a frictionless customer journey experience.”
Until next time
Movate hosted dinner with industry peers and the evening witnessed enriching perspectives and on-the-ground realities shared by CX practitioners. CCW 2025 in Las Vegas was a pivotal platform for exploring the future of customer experience. With a strong focus on AI integration, strategic partnerships, and holistic CX strategies, the event gave attendees actionable insights to drive innovation in their organizations.
See you at CCW 2026!
https://www.linkedin.com/posts/movate_ccw-2025-activity-7339233265393836032–t1m