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 Customer Service & Support 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: Redesign Service and Support to Unlock AIs Value
Christopher Sladdin, Sr Director Analyst, Gartner
AI has forever changed service and support. In the past two years, we've stepped up, taking on unprecedented challenges to implement AI in our organizations. Now, we're ready to maximize the value that AI can offer. In this opening keynote, learn how to transform your organization to thrive in an AI-accelerated world. ... Show More Show Less

11:45 AM - 12:30 PM MST

Over 50,000 Conversations a Month. Two People Run It, moderated by SoundHound AI
A regional credit union has been running AI-powered voice and chat in production since 2023. Today it handles tens of thousands of member conversations a month across 30+ workflows, built and maintained by a small internal team — and it's heading into agentic next. Hear how they got here, and where they're taking it next. ... Show More Show Less

04:00 PM - 04:30 PM MST

Upskill or Fail: Prepare for AI-Driven Workforce Transformation
Jonathan Schmidt, Sr Principal Analyst, Gartner
Stay ahead in the AI era — don’t let your team fall behind. Learn how to upskill your workforce, close capability gaps and prepare for the future of AI-first service. This session shows leaders how to act now to ensure their teams deliver real value in a rapidly changing world. ... Show More Show Less
Thursday, November 05, 2026

11:15 AM - 12:00 PM MST

Beyond the Pilot: What Separates Agentic AI Programs That Scale From Ones That Stall, moderated by NiCE
Geoffrey Works, Director, AI, NiCE
Most sales and CX leaders have piloted agentic AI somewhere in the customer journey over the past 18 months lead qualification, service recovery, and beyond. Few have tied those pilots to revenue outcomes like deal velocity, retention, or wallet share. We will discuss every stage, from early scoping to multi-region rollout, to compare what actually determines whether agentic AI scales into a revenue driver versus a cost-savings experiment. ... Show More Show Less

11:15 AM - 11:45 AM MST

Intradiem: Dynamic Workforce Orchestration: The Next Evolution of Customer Service Operations

Jennifer Lee, Chief Strategy Officer, Intradiem
Chris Busbee, VICE PRESIDENT, PRODUCT MANAGEMENT, Intradiem
Customer service operations are becoming more dynamic as demand shifts, silos break down, and humans work alongside AI. Discover how Dynamic Workforce Orchestration helps organizations continuously align people, technology, and work—and why the shifts from static to dynamic, siloed to shared, and human to hybrid represent the next evolution of customer service. ... Show More Show Less

12:00 PM - 12:45 PM MST

Ask the Analyst: How AI is Reshaping Service and Support Roles
Emily Potosky, Sr Director Analyst, Gartner
AI is often framed as a replacement for workers, but the reality is far more complex. As organizations invest in automation, leaders must rethink roles, responsibilities and capabilities. This interactive session gives you direct access to experts to explore how the human-AI workforce is evolving and what it means for your organization. ... Show More Show Less

12:00 PM - 12:30 PM MST

Stronger Together: How Workforce Planning Amplifies AI Success
Francesco Vicchi, Sr Director Analyst, Gartner
Cutting staff based on early AI assumptions can create operational gaps and long-term risk. A more effective approach aligns workforce planning with AI deployment. This session introduces a phased model for balancing automation with human capability while maintaining performance and continuity. ... 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.”

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