How do we empower people in the era of AI? This session explores the profound shifts in consumer behaviour that we've seen from our customer's early adoption of Microsoft's Copilot solutions. The mindsets, tools, and routines of employees in the workplace are evolving and while the core principles remain, their actions are transforming quickly. The contact centre stands at the nexus of these significant changes, forming a crossroad between the consumer, the agent, the brand, the tech, and now the AI that charges those pathways. Launching a modern Contact Centre amidst such rapid transformation requires empathy and foresight to navigate the uncertainty of the future of these shifts. Any change can be met with resistance and a change of this calibre that requires time, money, and specialisation demands a deep understanding of how to empower people in this new age of collaboration between people and technology. And more is yet to come: Agentic AI is on the horizon. How will we adapt?