Lize Moldenhauer & Tebogo Molapisane – Omni HR

Workforce 2030: How AI is disrupting the Contact Centre

  • The Top 10 Skills requirements as noted by the Future of Jobs Report.
  • How will technology be used to enrich the channel experience.
  • How people capabilities will enhance technology to improve the human touch within the omni-channel to deliver customer experience.
  • Who owns the AI and 4thIndustrial Revolution debates and what collaboration will be required from IT, HR and other Business Units.
  • Development Plans for Human Capital relevant to a dynamic rather than static future.
  • Exponential development strategies versus lateral development curves.


The CCMG is the Professional Body of the Contact Centre industry in South Africa and represents over 2,006 Contact Centres, 22,500 top and middle managers and 10,000 agent level individuals. The CCMG contributes to the professional growth of businesses and professionals within the Contact Centre industry, providing a forum for knowledge sharing and networking to empower and transform its members, while building on service excellence and continuous improvement within the industry.


Tel: 010 003 0020