All 2026 Conference Sessions

Gartner Customer Service & Support Conference 2026 dives deep into key topics for customer service and support around AI, customer experience and more to help you address your organization’s mission-critical challenges.

2026 Conference Theme

Leading the New Era of Customer Service and Support

The conference explores how to harness AI, position service and support as a driver of customer value, and elevate the role of people in an AI-driven world. Join us and gain the tools to lead your organization into the next era.

Explore our conference sessions below, all developed with this theme in mind.
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There are hundreds of sessions happening each day. Filter to see sessions that align with your role and interests. After registering for the conference, craft your agenda and book priority sessions — all through Gartner Conference Navigator.

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Wednesday, November 04, 2026

09:30 AM - 10:15 AM MST

Gartner Opening Keynote: What’s Next for Customer Support
Christopher Sladdin, Sr Director Analyst, Gartner
Watch this space for the topic of our opening keynote for customer service and support leaders in 2026. We'll reveal more closer to the conference. Show Less

11:00 AM - 11:30 AM MST

The Economics of Value: Making the Business Case for a Value-Centered Service Model
John Quaglietta, VP Analyst, Gartner
Transforming service into a value driver requires more than vision — it requires a financial case. This session shows how value-centered service links friction reduction and proactive engagement to revenue, retention and lifetime value, equipping leaders to secure executive buy-in and investment. ... Show More Show Less

01:45 PM - 02:05 PM MST

Beyond the Chatbot: Evaluating Conversational AI Platforms in the Age of Agentic AI
Uma Challa, Sr Director Analyst, Gartner
GenAI and agentic AI have changed the game for conversational AI platforms (CAIPs), turning basic chatbots into scalable enterprise assets. But how do you evaluate a platform built for tomorrow? Success requires knowing which capabilities matter and which trends actually drive growth. Don’t get left behind by legacy tech; learn how to assess and choose a CAIP that scales with your business. ... Show More Show Less

04:00 PM - 04:45 PM MST

Ask the Analyst: Value-Centered Service: Reimagine Service and Support as a Growth Engine
John Quaglietta, VP Analyst, Gartner
Value-centered service represents a shift from resolving issues to driving meaningful outcomes for customers and the business. This interactive session offers direct access to experts to explore how VCS works in practice, how to get started, and how to overcome challenges while positioning service as a driver of growth. ... Show More Show Less
Thursday, November 05, 2026

10:30 AM - 11:00 AM MST

How AI Is Reshaping the Customer Experience
Daniel O'Sullivan, Sr Director Analyst, Gartner
The customers you serve today are not the same customers you served two years ago. This session draws on new research to reveal how AI is transforming the service experience from the customer’s perspective. This session will explore how AI is influencing attitudes, behaviors and preferences, providing an evidence-based foundation for rethinking your CX strategy in the AI era. ... Show More Show Less

02:00 PM - 02:30 PM MST

Rewire Your Customer Interactions for Value
Kathy Ross, VP Analyst, Gartner
Service is no longer just about resolving issues. Instead, it's about delivering outcomes. Value-Centered Service reframes how interactions, metrics and technology are designed to focus on customer value creation. This session explores how to align service operations with long-term business growth. ... Show More Show Less

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“[The] Gartner focus on future is what aids the businesses to excel. Without this conference there would be a gap. The sessions are applicable and needed. This is the amazing part of Gartner.”

2025 Gartner Conference Attendee

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