Unleashing transformation:
the future of contact centres in 2024 and beyond

Bernardin Arnason, Industry Principal at Frost and Sullivan

Discover the future of customer service with Bernardin Arnason, Industry Principal at Frost and Sullivan. In this keynote, Arnason unveils the evolving landscape of the €1.4 billion European CCaaS market. Learn how CCaaS revolutionises contact centres, offering enhanced technology, efficiency, and scalability.

Arnason explores the varying pace of digital transformation adoption and the critical link between Employee Experience (EX) and Customer Experience (CX). He emphasises the importance of optimising workforce features to elevate agent, supervisor, and manager experiences.

As the digital frontier advances, Arnason will underscore the paramount importance of innovation within the cloud contact centre ecosystem. Don’t miss Arnason’s insights into AI-driven innovation. He reveals how generative AI and language models from industry leaders are reshaping the business landscape. Discover how proper AI investment can position CCaaS operators for success in this rapidly changing industry.


  • The critical role of EX 
  • The evolving contact centre workforce
  • The power of innovation

About the speaker

Bernardin Arnason

Industry Principal at Frost and Sullivan

Bernie Arnason is an Industry Principal of Frost and Sullivan. Before this, he worked at Telecompetitor as the Founder, Publisher, and Editor-in-Chief. Bernie Arnason attended Johns Hopkins University and the University of the District of Columbia.