The 19th Annual Customer Contact West: A Frost & Sullivan Executive MindxChange brought thought leaders from around the globe to Huntington Beach, California to tackle their challenges with other customer experience (CX) experts. Participants discussed their shared challenges, successful customer solution implementations, and strategies for improving employee engagement. The highly interactive event created an opportunity for participants to connect with solution providers, contact center leaders, and potential partners. Creating better employee and customer experiences with artificial intelligence (AI)-infused CX solutions was top of mind throughout the event. With high attrition rates and a shortage of talent, implementing effective employee engagement initiatives has become critical. AI solutions that support agents have proven beneficial for agent and customer satisfaction. This insight will share the key takeaways about these issues from expert keynotes, roundtable discussions, and topic tables. Author: Alpa Shah