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.
Find Conference Sessions

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.

Show Filters

Filter Sessions Cancel
Clear All See 4 Sessions No Results
Showing 4 Sessions
Clear All
Wednesday, November 04, 2026

11:00 AM - 11:30 AM MST

Navigating the Path to Agentic AI in Customer Service and Support
Daniel O'Sullivan, Sr Director Analyst, Gartner
The market narrative for agentic AI is moving faster than most organizations’ ability to deliver. Vendors are promoting a near-term transformation story, but organizations remain stuck in pilot purgatory. In this session, attendees will learn what is possible today, how to close the organizational readiness gap and how to take the next steps toward responsible, high-impact deployment of AI agents. ... Show More Show Less
Thursday, November 05, 2026

10:30 AM - 11:00 AM MST

Putting Intelligence in the Intelligent Front Door
Jennifer MacIntosh, VP Analyst, Gartner
The intelligent front door (IFD) is the “brain” of customer engagement, moving beyond simple issue routing to advanced, dynamic orchestration. As IFD complexity grows, leaders must use smart rules to deliver individualized, effortless service. This session shows how to prioritize IFD intelligence for maximum customer and business value. ... Show More Show Less

02:00 PM - 02:45 PM MST

Ask the Analyst: Office Politics: The Cause of and Solution to Your AI Problems
Patrick Quinlan, Sr Director Analyst, Gartner
Market pressure is causing CEOs to demand service leaders deliver on unrealistic expectations for AI-driven cost savings. Resetting those expectations requires more than a well-reasoned tech roadmap: it requires a political coalition. Join this session to get answers to questions such as, "How do I work with peers to overcome AI roadblocks?" and "How do I change my boss' mind about AI?" ... Show More Show Less

03:45 PM - 04:15 PM MST

Don't Let Surprise Bills Undermine Your AI Strategy
Patrick Quinlan, Sr Director Analyst, Gartner
AI cost overruns are quietly undermining AI strategies. Complex pricing models and unclear forecasting leave leaders exposed to unexpected spend. This session demystifies AI pricing, showing how to predict cost per resolution, avoid surprises and maintain financial control while scaling AI initiatives across service operations. ... Show More Show Less

... Show More Show Less
Items per page: 1 – 9 of 4 Items
1 of 0 Pages

Sorry, no sessions match your criteria. Please refine your filters to display sessions.

“[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

Discover what it’s like to experience Customer Service & Support Conference.

Learn more about Gartner Customer Service & Support Conference 2026

Get our latest conference schedules, updates and insights sent straight to your inbox.

By clicking the "Continue" button, you are agreeing to the Gartner Terms of Use and Privacy Policy.

Contact Information

All fields are required.

      By clicking the "Submit" button, you are agreeing to the Gartner Terms of Use and Privacy Policy.

      Back