The 2026 agenda delivers the latets technology, strategy and leadership insights across key topic areas, covering the challenges most critical to customer service and support leaders.
The 2026 agenda delivers the latets technology, strategy and leadership insights across key topic areas, covering the challenges most critical to customer service and support leaders.
Realizing ROI from AI Investments in Service
Ensure AI delivers measurable returns and business impact.
Service as the Next Corporate Growth Engine
Reposition service to drive value and growth across the customer experience.
Delivering on the Promise of a Human-AI Workforce
Achieve the right balance between automation and human expertise
Leading an AI-First Support Organization
Build the structures, skills and workflows for AI-enabled support.
Knowledge Management as the Essential AI Building Block
Make high-quality content and data the foundation for success.
Creating Unified, Orchestrated Customer Journeys
Design unified, low-effort yet high-value journeys.
Redefining Metrics for Service Success
Establish new scorecards that reflect today’s technology-driven realities.