In many organizations, contact and support centers still operate on legacy scripts, static FAQs, and disconnected ticket systems, forcing agents to chase information and hand work off multiple times before a job is done. This panel brings together leaders who are using AI powered knowledge bases, workflow automation, and integrated field service platforms to give agents a single view of the customer, asset, and work order—and to guide them step by step from diagnosis to dispatch to closure. Speakers will discuss how they curate and govern knowledge so answers stay trusted. Attendees will hear where digital transformation has truly reduced handle time, repeat calls, and fallout in the field—and where cultural and process change has been just as important as the tech

• Designing and maintaining a knowledge layer that supports agents and customers across channels while directly linking into work order, scheduling, and asset systems
• Developing best-in-class change management practices—governance, training, and metrics—that build agent trust in new tools and ensure knowledge and digital capabilities actually get used in daily operations