Enterprise Connect 2026 Schedule

Customer service doesn't stop at the contact center. This session will present a forward-thinking vision (with concrete examples) for embedding AI-powered service moments into non-traditional enterprise channels—such as onboarding experiences, interactive IoT devices, billing portals, or even physical in-store kiosks. We will discuss success stories from industries breaking out of the call/chat mold, address technical and change-management hurdles, and unpack the business cases behind these cross-silo AI touchpoints.

Discover how embedding AI-powered customer service into non-traditional enterprise workflows unlocks new business value, increases customer satisfaction, and differentiates brands beyond the contact center model; Gain actionable inspiration from industries that have successfully integrated AI touchpoints in unexpected places, with practical takeaways about technical, process, and change-management hurdles to accelerate similar innovation in attendees’ own organizations; Equip yourself with strategies and real-world examples to advocate for and implement cross-silo AI service enhancements, providing the business case and roadmap to future-proof customer journeys in an increasingly automated, omnichannel landscape.