There is something about Las Vegas before a big conference. The carpets are loud. The coffee is strong. Everyone walks quickly, as if late for something important.
And this year feels… slightly tense.
I recently spent 15 minutes speaking with Eric Krapf, Program Chair of Enterprise Connect. It was meant to be a straightforward preview.
It became something a bit more revealing.
Watch the full 15-minute video on YouTube.
If you prefer the short version, here is what stood out.
“This Is the Year You Have to Show Results”
Eric said something that lingered:
“Something like 70% plus of CIOs said they feel like they have to show results this year — or else there are going to be consequences.”
You could almost hear the gulp.
The AI honeymoon phase appears to be over.
This year feels less like experimentation… and more like performance review.
No one wants to be the person who championed a very expensive pilot that quietly disappeared.
The Boldest Title on the Agenda
There is a keynote called:
“What If AI Never Pays Off?”
It is not exactly subtle.
But perhaps that is the point. As Eric put it:
“Can someone articulate the payoff in a concise way that helps guide investments?”
It is a fair question. Slightly uncomfortable. Possibly overdue.
If you are signing off on AI budgets, you may want a seat near the front.
AI: Quick Wins, Not Grand Visions
When generative AI first burst into enterprise life, the mood was urgent. Move fast. Don’t get left behind.
Now the tone has shifted.
“There’s much more emphasis on getting quick wins… building credibility and momentum.”
In other words: prove it works.
Expect sessions on:
- High-impact, practical use cases
- Responsible deployment
- Security and compliance
- Sustainable AI strategy
It feels more measured. Less hype. More spreadsheets.
Oddly reassuring.
CX vs Agent Burnout
One session asks a question that feels almost philosophical:
What are humans going to do in the contact center of the future?
Eric put it plainly:
“If the only thing agents handle are complex interactions… now all you have is angry people calling you all day.”
You can see the dilemma.
AI removes the routine.
Humans inherit the emotionally charged.
Efficiency improves. But at what cost?
This year, that tension is not being brushed aside. It is being examined.
And perhaps that is progress.
Hybrid Work: Still a Bit Messy
Hybrid work is no longer new. But it is still, somehow, unfinished.
Eric highlighted the operational challenge:
“Rolling it out at scale in a way AV and IT teams can support — and that gives users the experience they want.”
Which sounds simple. It rarely is.
Themes include:
