Customer expectations and CX technology are locked in an accelerating dance of innovation, with each driving the other forward at unprecedented speed. The critical question facing enterprise leaders: How do you craft your AI adoption strategy and CCaaS architecture to deliver the transformative results your organization must deliver?

This exclusive half-day summit cuts through the noise to reveal:

Where your CX strategy may be silently underperforming—and how to identify both immediate victories and opportunities for profound long-term transformation
The architectural decisions that separate industry leaders from followers, ensuring rock-solid performance from every technology investment
The hidden patterns behind customer satisfaction breakthroughs—decoded by the industry's foremost CX visionaries

Immerse yourself in a dynamic 3-hour experience featuring:

Cutting-edge analyst insights that anticipate tomorrow's CX landscape
Candid peer conversations revealing what actually works in enterprise environments
Strategic small-group sessions where breakthrough ideas become actionable roadmaps

Don't just witness the next wave of CX transformation—lead it. Return to your enterprise armed with a clear vision and practical strategies that position your organization to compete and thrive.

This isn't just another industry event. It's your competitive advantage, crystallized into three hours that will reshape your approach to customer experience.

Schedule:

9:00 – 9:05 AM
Welcome and introductions
Host: Brad Cleveland

9:05 – 9:30 AM
Presentation: Trends in CX AI Adoption
Speaker: Robin Gareiss, CEO and Principal Analyst, Metrigy

Almost every enterprise CX organization is adopting AI -- or at least trying to do so. Where are the successes and failures? What technologies and use cases are delivering value and ROI? What's the impact on agent headcount and business processes? In the Summit's introductory, level-setting session, a leading research analyst will share their most recent data from enterprises and consumers that will let you compare your progress against industry benchmarks. You'll understand whether your organization is a leader or a laggard, where you're missing opportunities others are seizing, and where you can build on success. This session will prepare you for the panel and small-group discussions that follow.

9:30 – 10:15 AM
Panel Discussion: Tales from the Trenches: Enterprise Leaders Share their Stories of AI Successes and Struggles
Moderator: Steve Leaden, Founder and President, Leaden Associates
Panelists: Asia Russell, Workforce & Business Analytics Manager, Fanatics Collectibles; Robert Wiles, IT Manager, Voice Systems & Collaboration, Nelnet; Kelly Josey, Director of Call Center Operations, Pilot Company; Mike Chan, Head of Customer Experience, Group 1 Automotive

Now that you've got the bird's-eye view of CX AI in 2026, it's time to get up close and personal with your peers who have been doing the work and have the scars -- and kudos -- to prove it. This panel discussion will feature CX leaders whose significant AI implementations yield takeaways you can benefit from. You'll learn how to get buy-in from both leadership and agents, what works and what doesn't, how to measure success, how to scale AI pilots, and how to prove value. You'll come away with real-world insights you can apply to your own enterprise.

10:15 - 10:30 AM
Break

10:30 – 10:50 AM
Presentation: Agentic AI and Your Future: Where (and When) Are the Benefits?
Speaker: Nicolas de Kouchkovsky, Principal Analyst, CaCube Consulting

Agentic AI is the new buzzword, but what does it actually mean? With a wave of platform announcements and vendors rebranding existing offerings with the “agent” label, it’s hard to separate substance from hype. This session explores what’s truly different about agentic AI, what to expect today, and how enterprises should evaluate emerging platforms to add these capabilities into their CX and automation strategies.

10:50 – 11:30:
Panel/Interactive Discussion: Your 12-Month CX AI Roadmap
Moderator: Mila D'Antonio, Principal Analyst, Omdia
Panelists: Chris Morrissey, General Manager Zoom Customer Experience, Zoom; Ryan Rivera, Product Marketing Director, Genesys; Jennifer Wilson, Director of Product Marketing, NiCE, Rikki Singh, VP of Product & Engineering for Emerging Technology & Innovation, Twilio

What will you do over the next 12 months to make sure that your AI strategy and implementations don't fall behind? What will the technology and market look like in a year, and what must you do to keep your enterprise at the leading edge? In this session, a diverse panel of experts and stakeholders will share their expectations and roadmaps. You'll learn how the trends in AI technology, costs, and capabilities are likely to impact the feasibility and cost-effectiveness of the different elements of AI for CX. You'll come away with a better vision of the future, and how to execute on it.

11:30 – 11:50
Small Group Discussion: My AI Story for 2027 -- Where We're Headed

We'll reconvene our small groups to share input and plans for the upcoming 12 months. Quiz your peers about where they're headed, and test your ideas against the expertise of fellow CX technology leaders. Your 2027 AI strategy starts here, so don't miss this opportunity to engage, brainstorm, validate, and look ahead.

11:50 – 12:00
Wrapup Discussion
Moderator: Brad Cleveland

Stick around to hear all of this morning's experts come together to summarize what they heard, how they reacted, and what you can take as your action items. This concluding discussion will tie together the Summit's themes and information, leaving you with a concise, impactful set of takeaways you can start putting into action as soon as you get back to the office. Don't miss this chance to get one final immersion in the key factors that will drive and affect AI for CX over the next 12 months.