March 30 & 31, 2026 | Dallas, TX
Agenda
Day 01
Monday, March 30, 2026
- 1:00 PM
- 1:10 PM
- 1:30 PM
- The rise of agentic service models
- Real-time personalization at scale
- Trust as a measurable CX KPI
- The shift from channels to orchestration
- 2:00 PM
- Addressing technical debt, multi-cloud complexity and value-driven AI adoption
- Streamlining operations across complex environments
- Applying AI in ways that drive measurable, not theoretical, business value
- 2:15 PM
- Beyond static customer journeys
- AI-driven decision intelligence
- Real-time anticipation of needs
- Adaptive technology ecosystems built for change
- Data foundations that enable continuous innovation
- 2:50 PM
- Predictive retention
- Intelligent upsell
- Revenue attribution models
- 3:25 PM
- The gap between insight and execution in today’s AI deployments
- Connecting intent to execution
- Overcoming barriers to adoption
- 3:45 PM
These sessions provide hands-on demonstrations of innovative and cutting-edge technologies that are helping to shape the future of your enterprise.
- 3:55 PM
- Cost reduction without sacrificing CX
- Efficiency amid rising customer expectations
- Automation, conversational AI, and unified data
- 4:30 PM
- The risks of over-automation
- Customer trust as a strategic priority
- The balance between efficiency and empathy
- 5:35 PM
Entrepreneurs behind innovative solutions will each present pitches on why their technology is best and how it will add the most value to business. After some tough questions from our judges, the audience will have their chance to vote on which technology they are more likely to implement within their own organizations. Who should win this startup challenge?
- 5:40 PM
- 6:30 PM
- 8:30 PM
Day 02
Tuesday, March 31, 2026
- 12:30 PM
- Inside Dell's agentic operating system
- AI agents understanding business intent and taking action
- Building a "superhuman" workforce
- 9:00 AM
- 9:10 AM
- 9:40 AM
- AI-enabled trust as a competitive advantage
- CX modernization without core system replacement
- Workflows that elevate customers and employees
- 10:15 AM
- Common pitfalls to scaling Agentic AI efforts
- The need for specialized agents, organizational AI literacy and Human-in-the-Loop models
- Governance frameworks
- 10:45 AM
- AI is reshapeing strategy, operating models, and the future of work
- Alignment across business units, functions and geographies
- Change management strategies to enable workforce adoption and trust
- 11:10 AM
These sessions provide hands-on demonstrations of innovative and cutting-edge technologies that are helping to shape the future of your enterprise.
- 11:20 AM
- The rise of AI supervisors
- Redesigning service roles
- Productivity metrics in AI-augmented teams
- Governing digital labor
- 11:55 AM
- Ownership of AI agents
- Cross-functional accountability
- Experience governance
- Performance measurement
- Who owns CX?
- 12:30 PM
- Inside Dell's agentic operating system
- AI agents understanding business intent and taking action
- Building a "superhuman" workforce
- 1:05 PM
- 2:05 PM
Enjoy lunch while engaging in small-group discussions designed to exchange ideas, tackle real-world challenges, and learn from peers.
- 2:15 PM
- 2:30 PM
- Data readiness for hyper-personalized experiences
- AI foundations to understand customer preference
- AI powered one-to-one experience
- 3:05 PM
• Intelligent CX data strategies that enabled true one-to-one experiences
• The gap between insight and activation
• Governance, privacy, and trust challenges that limited scalability
- 3:20 PM
You’ve absorbed ideas, insights, and inspiration—now it’s time to put them to work. ISG will provide guidance on your next steps!
- 4:15 PM