CCW 2026: The CCW Panel That Changed How I Think About AI Powered CX. Here Is What They Said

Rob Scott sits down with Pasquale DeMaio (VP, Amazon Connect), Deepak Nair (SVP, AI Transformation, Citizens Bank), and Justin Robbins (Founder and Principal Analyst, Metric Sherpa), fresh off the main stage at CCW 2026 in Las Vegas.

Pasquale made a deliberate statement on stage: deflection is dead. In this debrief, the three unpack what killed it, what replaces it, and why half of all agentic AI pilots never reach production.

They cover the governance conversations that have to happen before AI touches a customer, where agentic AI works in financial services and where it doesn't, and whether CX leaders are even asking the right questions when evaluating this technology.

Plus: Justin delivers his verdict on three days at CCW — genuinely different, or the same story told better?

The full CCW 2026 coverage is on CX Today.

Transcript

SPEAKER_00 0:14

And the property might change off the presentation as we just said to section to play. I want to use one what transformed the train criteria. So you're on it to find a few button and drawing. And so it's a real point. And the reality is that if you think about the traction and I guess how can I get rid of a factor? How can I get rid of a contact with management? We have to make so much effort to put on here like that. And this one is rolling. And for the first time, it's hard to add this comment with the info chain. So I'll try and control that time five, or have you changed the other time to say the selection screen for the chat after that? You know, if you learn that in terms of questions, for example, and some of our classes are there to have the idea that each answer in terms of things are using exactly the totally project number and then helping chapter change out of 2023. And so we have to think about fact that you think that we check out the factors we'll want to find, which is where check out and customize what there's a center and type of factor tracking three. And you can say it's just time out of the operator operator. Or you can say something like hey, I'm just contract with anything, selecting one to I. So that's true.

unknown 2:41

But there's real functions like three and two things that things like very functions that they can't use anymore, but this is the moment where you can use absolutely necessary.

SPEAKER_00 2:52

I mean, it's simplified just where transportation and world range has still conflict. So I think what I think that's something more towards trying to find that for you. And after that two last, and we don't really see that offering a fast transformation catalog. And so if you want to interrupt you that you have to find materials for the neutral reframe and I can find flashes at the next thing, and then for the people who can actually have nothing functional, but then how will we re-engineering that different things for influence? That's me, I think what's really interesting why maybe you're just working on that channel, but if you're a fairly different structure to the problem, I can guarantee that tax problem if you gave your library can offer some answer as people want to put in the center. Okay, so what about this question about the fact that we're talking about? I was saying very small. So I think it's functional to actually play. I think I must explore the detail here, which is how high tension as well as learning basically, feel very, very fast and trying too much channel to actually apply to imagine how much a real hero is from, and then we're like a very interesting active production, and it's a very nice. When we talk about the idea of how the human and AI working together, our first AI feature is doing positive features of the team, and that the function is able to change these characters on its own, and unfortunately, competitive characters that tell down the. And in the middle of that, though, at every checkpoint, you might have whether it's the authentic or three features, unreal translation and the real translation line into five, or two cuts away. So I can tell you for it, easy to kill to do structure factors because we're happy about your exact year times your identification, the times are two cuts away. And for support answered, I actually like 105, control is kind of in case folder, like a first one and the link users, what matters like there, like that, like things, and for example, like these back things are more than different things. So that's like the end system like jump patterns keep running for example, and I think it's talking about the difference of one thing. It's curious enough about what we can actually want to have on other functions more than basic things. Uh, it's not things for digital pattern, and because of those three things, too often again the function calls real stuff and focus on that one thing. What you doing is we're more circumstances what other humanities are talking about and worried about, so we can't think of this topic only, but probably we'll try to check aspect of the topic and what we can do in your work, some instruction. Um really want to ask you asking how to talk about. Um, I think the partners do ask them for that, you want to ask what they're doing for. So definitely have to be answered. But the question that we uh want to definitely want to understand that we can start doing just three questions in the user category, uh, and then two what uh the I can do in terms of different uh web members, or expensive members, like so. And then how the I can actually fall back to that work. Um I think uh uh intent is real topic that we'll talk to experiment. Uh but uh I think for uh people uh coming to further time. Um kind of uh bottle. Uh there is uh something uh log in a webinar control in terms of uh we're really focused on how to do it in the same company. Um offering this contract and that type of stuff. So we need to like stuff like that, and we'll just contact requiring all the different four, and how complex. You have to make sure that you have the right thing that draws on the car in the future requirements. And they are talking about like what the activation is, what the requirement is the car. So we might have to be working with them ahead of time and also have them use the two type of active. Um what you're gonna tell you from the IPOs, uh, in fact, you have one different work and it's over here, if you are good. Or functional clearing that property would pass them and then we're gonna use the end of the thing. Okay, you can do this actually offered to have this. So you want to have uh moving and closing your little reason that it's not even something that we do work for. Thank you, and thank you. And so I'm uh Gap is one thing. Um, I don't know if we can force the access to everything token on the two. I think we turn on that afternoon, I just want to talk to kind of feedback. Yeah, how do you affect the point? Um I think uh um after uh impact and so that's really I think we talked about the uh our few figures that have a much more like the time to be built in. Uh we're doing quote and uh that we can be able to require the new channel. So you can go into that uh is that kind of ready to go. Or we can start with our thing. I think one of the talk about it, and I'm gonna do it after that work. I think when you go back to your background, yeah, uh, and also actually working on the factory type of action. Um, and what the energy of that is. So yeah, my feeling is uh I think that you need to define the uh the block with uh you also do the right one to all those topics that have more of a part of the thing because it's probably wrong out of the problem that we're trying to operate, but I think that's kind of here. I think I think that would be a few types of downside the water that you can get to try. So that would be important to have things like module five years, you've got more information. But you're really having collections.