This special report is authored by Allen Crane, VP, AI & Data Strategy at Qualfon, and was written with inputs from a panel discussion at Customer Contact Week (CCW) Vegas 2026.
As contact center AI becomes more deeply embedded in customer experience operations, organizations need a clear framework for managing risk, accountability, performance, and human oversight. This executive report presents a practical AI governance framework designed to help business leaders implement and scale AI responsibly.
Informed by insights from industry leaders at Customer Contact Week Las Vegas 2026, the report explores how organizations can strengthen AI risk management, align AI initiatives with measurable business outcomes, assign clear ownership, and determine where human judgment remains essential. It also explains how contact centers can establish performance baselines, evaluate results, monitor AI systems over time, and continuously improve both technology and operational processes.
Download the full report to explore an AI governance framework every executive should read before approving or expanding a contact center AI initiative.