My Journey as “Agent of the Future” – A Week That Changed How I See Customer Experience

Earlier last month, something incredible happened.

I, like several other agents, was nominated by our management team for the Agent of the Future competition—and I won the internal vote.

But then, to my surprise, I won again! This time, I won the external vote.

I was actually selected for the Agent of the Future educational program. I was selected as one of only ten agents across Europe to participate in a full-day leadership and AI training session during the Contact Center World (CCW) Europe Forum in Amsterdam.

At first, I couldn’t believe it. I was surprised, nervous, and, honestly, deeply proud to represent WOW24-7 at Customer Contact Week (CCW) Europe 2025, the largest CX event on the continent. It was my first time stepping onto such a big stage, surrounded by some of the brightest professionals in our industry.

What I didn’t expect was that this experience would completely change how I see my work, my career, and the future of customer experience.

Yutii Kovtun at CCW Europe — Yurii Kovtun at CCW Europe 2025

Becoming One of Europe’s “Agents of the Future”

The “Agent of the Future” program wasn’t about competition – it was about evolution. It focused on how customer support agents can grow alongside AI, not against it. The message was clear: AI isn’t here to replace us; it’s here to help us. By automating repetitive tasks, it frees us to focus on what truly matters – empathy, creativity, and meaningful human connection.

One of the most powerful moments for me was learning about the four pillars of emotional intelligence – self-awareness, self-management, social awareness, and relationship management – and how they can help us not only become better professionals but better people. We also practiced using the S.B.I. (Situation, Behaviour, Impact) feedback model, a simple but surprisingly effective way to give feedback with empathy and precision.

Later in the session, I had a chance to build an AI chatbot with voice capabilities using NICE Cognigy platform – my first real hands-on experience with building an AI agent for customer support. It was both intimidating and exciting, and it showed me how fast our field is evolving.

Learning, Growing, and Looking Ahead

After attending the Agent of the Future one-day program, I had the opportunity to spend two days at the CCW Europe Forum, where I listened to all the presentations and attended table discussions. I attended the main CCW Europe conference, which expanded my horizons even further.

One standout session for me was “The Future of Workforce Management: Leading Human and AI Agents for Exceptional Customer Outcomes.” It reinforced something I had already started to feel: AI is not about replacing humans; it’s about giving us superpowers. When agents are part of shaping how AI is implemented, we don’t lose relevance – we gain influence.

Another memorable talk focused on “Maximizing Customer Value Through Employee Insights.” The idea of ‘symmetry of attention’ – treating employees with the same care and attention we give to customers – really stayed with me. It reminded me a lot of WOW24-7’s culture, where our leadership invests not just in results, but in people.

Inspired by Leadership and Vision

During this trip, I also had the privilege of spending several days with our CEO, Denys Dubner. Those moments were as valuable as the conference itself. Hearing his vision for WOW24-7 – how we’re shaping the future of AI-powered customer experience while still putting people first – was deeply inspiring. I saw firsthand how much care and energy goes into building a culture that values growth, empathy, and innovation.

It’s rare to meet a leader who genuinely listens and challenges you to think bigger at the same time. Those conversations gave me a clearer sense of direction in my own career – and made me even prouder to be part of WOW24-7.

Final Thoughts

Before Amsterdam, I thought AI might one day replace us. After Amsterdam, I know that it won’t – not if we embrace it, learn from it, and work with it. The future of customer experience isn’t human versus AI. It’s human and AI, together.

Representing WOW24-7 at CCW Europe was one of the proudest experiences of my professional life. I came back not only more skilled, but more confident about what we, as agents, can achieve when we stay curious, keep learning, and never stop caring.