Live webinar · Thu Oct 29
A practical roadmap for AI in the contact center.
Most CX leaders know AI will reshape their contact center. Far fewer have a shared view of where to start. Upstream Works and Andrew Hall of Ethenta introduce a leadership strategy workshop built to close that gap: a structured way to step back from day-to-day operations, challenge assumptions and design a modern customer engagement strategy.
Live on Zoom · Your join link arrives by email when you register
What is “A Practical Roadmap for AI in the Contact Center”?
A live webinar on Thursday, October 29, 2026 at 3:00 PM London time (11:00 AM New York), hosted on Zoom. Andrew Hall (Founder & CEO, Ethenta), Jeff Palmer (Chief Revenue Officer, Upstream Works) and Oliver Common (AI Lead, Upstream Works) introduce a leadership strategy workshop that gives contact-center teams a shared, practical roadmap for AI.
01Why attend
From exploring AI to deploying it.
The session introduces a leadership strategy workshop. Teams that take part come away with four things — the route from exploring AI to deploying it.
- CX leaders
- Contact-center directors
- Operations executives
- IT leaders
A future CX vision
How CX, operations and AI work together.
Strategic alignment
Shared priorities and goals across your leadership team.
Clear opportunities
Where automation, operational improvement and innovation pay off.
A transformation roadmap
Defined next steps your team can act on.
02Speakers
Who you’ll hear from
Andrew Hall
Founder & CEO
Ethenta
Jeff Palmer
Chief Revenue Officer
Upstream Works
Oliver Common
AI Lead
Upstream Works
03On demand
The webinar library
9 sessions from 2019–2024: AI, the Cisco contact center, integrations and CX strategy. Product names and versions are as they were when each was recorded.
Advanced AI & Automation for On-Premise and Cloud Contact Centers
Our experts on putting AI and automation to work in on-premise and cloud contact centers.
Advanced Enterprise-Ready Solutions on Cisco Finesse & Webex Contact Center
What enterprise-ready looks like on Cisco Finesse and Webex Contact Center, from the people who build it.
Upstream Works 6.0: What’s New
A live tour of the Upstream Works Desktop 6.0 release.
Fireside Chat with Cisco and Upstream Works
Experts from Cisco and Upstream Works on where the Cisco contact center is heading, recorded June 2023.
Helping AI Help Agents: A Practical Guide
How to bring best-of-breed AI applications into the agent’s workflow without creating silos — from Cisco Live 2022.
Supercharge CX and Evolve Your Cisco Contact Center
A joint webinar with Cisco on improving CX while protecting your existing Cisco contact-center investment.
Conversation Without Boundaries
Customer engagement brought together on the Cisco collaboration platform, with what was new in version 4.0.
Make an Impact: The Business Impact Assessment
How a business impact assessment maps the current state of your CX operations and the measurable impact of change.
Smart Integrations
Out-of-the-box integrations and easy-to-use APIs that connect the contact center to the enterprise applications agents rely on.
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New sessions are announced here and on LinkedIn. Videos land on UW TV, the Upstream Works channel.