As AI reshapes the contact center, leadership determines whether CX, agent performance and ROI improve. It shows how future‑ready leadership development must blend human‑centric skills with digital and AI fluency to scale automation without losing trust, empathy or consistency.

February’s reset is about relationships as much as revenue, with every customer touchpoint shaping trust as subscriptions grow. OEMs that focus on seamless onboarding, proactive support and easy renewals will retain customers and turn them into advocates through strong CX.

At CES 2026, every new high‑tech feature ultimately creates a new customer support need, proving that even as cars and AI get smarter, they still require humans to help when things go wrong.