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

11:00 AM - 11:30 AM MST

How to Position Your Org Structure for Success in the Age of AI
Brady Holbrook, Director Analyst, Gartner
Customer service orgs often reflect yesterday’s priorities — preventing, stalling or even hurting results today. Leaders must proactively redesign their org structure to support current and future priorities. This session will provide leaders with a framework to assess their design, realign talent and resources, and accelerate performance on their most critical objectives. ... Show More Show Less

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

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 - 02:15 PM MST

Get Better, Faster With an AI Continuous Improvement Approach
Brett Overbey, Director Analyst, Gartner
AI doesn’t automatically improve business performance. It requires intentional iteration and active management to maximize its value. This session explores how leading teams drive ongoing AI success by analyzing outcomes, testing and learning, and taking action on data-driven insights. ... Show More Show Less

01:45 PM - 02:15 PM MST

The Human-AI Workforce: Technology to Deliver Faster, Smarter Support
Kathy Ross, VP Analyst, Gartner
Technology can do more than replace human agents. Discover how to design an assisted service organization that combines the best of human and technological capabilities. Attendees will walk away with strategies to evaluate and assemble the right mix of solutions, from agent assist to advanced automation, to create a collaborative, future-ready service delivery model. ... Show More Show Less

01:45 PM - 02:15 PM MST

Zero-Effort Experience: AI’s Leap From Proactive to Preemptive Customer Value
Francesco Vicchi, Sr Director Analyst, Gartner
Service is shifting from reactive support to proactive and preemptive engagement. Zero-effort experiences are becoming the new expectation, but designing them requires balance. This session explores how to anticipate customer needs, reduce friction and avoid overautomation while maintaining meaningful connection. ... Show More Show Less

03:15 PM - 03:45 PM MST

CCaaS and CEC Had a Baby: Introducing the Agentic Customer Service Platform
Drew Kraus, VP Analyst, Gartner
As CCaaS and CEC platforms converge, AI is reshaping how service is delivered. Agentic customer service platforms bring together human-AI collaboration, unified context and governed autonomy. This session explores how these capabilities transform service into a strategic function embedded across the enterprise. ... Show More Show Less

03:15 PM - 03:45 PM MST

Don't Just Add to Your Customer Experience Subtract From It
Michael Chiu, Distinguished VP Analyst, Gartner
The customer experience (CX) is typically additive. But another path to CX improvement is via subtraction. What can you remove from your CX to make it better? What blockers are preventing a better CX, and how can you eliminate those blockers? How do you utilize a "stop doing" list? This session explains how to effectively utilize subtraction to improve your CX. ... Show More Show Less

03:15 PM - 03:45 PM MST

What It Really Takes to Make Automated QA Work
Brady Holbrook, Director Analyst, Gartner
Traditional QA can’t keep up with today’s service complexity. Automated QA unlocks insight at scale — revealing patterns that drive faster, smarter improvements. Join this session to learn how to modernize your quality program, elevate performance and ensure you’re prepared to fully leverage auto QA. ... 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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