Enterprise Connect 2026 Schedule

For decades, the contact center was all about the ACD. Today, the technology stack is more complex for enterprises that want to provide modern customer experience (CX). To leverage AI most effectively and provide truly differentiated customer service, you need to integrate multiple elements into a complex architecture that can access customer data and link disparate systems for CRM, order entry, delivery, etc. So how should you attack this complicated and technically challenging task? What types of vendors must you work with, what’s the role of channel partners/integrators, and what’s the status of integration protocols and agreements among the makers of all these elements? In this session, a leading analyst will discuss the challenge and how to tackle it, in conversation with thought leaders from key technology providers. You’ll come away better able to plan your strategy for dealing with an environment that’s more complex and difficult than it’s ever been.