This year’s conference theme is Leading the New Era of Customer Service and Support. Leaders are navigating rapid change as customer expectations rise and AI transforms the function, creating new demands and new opportunities to provide customer value.
Explore our tracks all developed with this theme in mind.
Deliver Sustainable AI Value in Customer Service and Support
Today’s CS&S leaders must navigate AI’s promises and pitfalls, with pressure to show results. Success requires more than quick wins; it demands a balanced AI strategy for both short-term savings and long-term business outcomes. This track offers practical guidance to defend your AI investments, expand service capabilities, and drive real business impact.
Transform Service and Support into a Customer Value Engine
Customer service now goes beyond resolving issues – it’s about creating value and driving adoption, retention, and lifetime value. The future belongs to organizations that deliver customer outcomes at scale. This track will help leaders build proactive, connected post-sale experiences, with sessions on improving journeys, using data to meet needs, scaling value, and measuring long-term impact.
The Evolving Role of People in Customer Service and Support
Employees will remain crucial in future service organizations, but their roles must adapt as technology advances. Effective leaders leverage technology to strengthen teams and improve customer value. Sessions will address the evolving responsibilities of frontline staff, blending talent with technology, and innovative service delivery. Attendees will gain insights, workforce redesign tools, and strategies for lasting change.