March 30 & 31, 2026 | Dallas, TX
Agenda
Day 01
Monday, March 30, 2026
- 12:00 PM
- 12:10 PM
- 12:30 PM
By 2030, agentic AI won’t just support customer journeys—it will run them. How will autonomous, intelligent agents orchestrate seamless omnichannel experiences, work side-by-side with human teams, and blend automation with genuine empathy? What capabilities should you build now—across data, governance, and experience design—to unlock trusted, intuitive, and human-centered CX for the decade ahead?
- 1:00 PM
- 1:30 PM
- 1:45 PM
With the technology landscape shifting in multiple directions at lightning speed, what can you do to ensure your organization isn’t left behind? Keith Dawson of ISG Software Research will identify five essential steps to take to ensure you can deliver exceptional customer experiences no matter what surprises and changes come your way.
- 2:20 PM
As customer expectations accelerate and AI technologies evolve, designing the customer experience of 2026 demands a new approach: one that moves beyond reactive interactions to anticipate and deliver what customers need before they even ask.
- How can organizations harness AI-powered Next Best Experience (NBX) frameworks to create seamless, personalized, and context-aware journeys that span channels and moments?
- What are the essential AI and data foundations required to shift from traditional to Next Best Action models?
- What is the importance of balancing automation with human empathy to build trust and loyalty?
- 2:55 PM
- 3:15 PM
These sessions provide hands-on demonstrations of innovative and cutting-edge technologies that are helping to shape the future of your enterprise.
- 3:25 PM
Enterprises continue to face pressure to reduce operating costs. Customer expectations for speed, personalization, and seamless service have never been higher. Shatter the assumption that cutting costs inevitably erodes customer experience (CX). How are leading organizations reducing their cost to serve while improving customer satisfaction and loyalty and how do you compare?
- What are the operational and technology shifts in automation, conversational AI, emerging ISVs, data unification, and hybrid workforce models?
- Explore practical examples of “smart cost optimization”.
- 4:00 PM
As cost pressures rise, many organizations default to “Cheap CX,” where over-automation and transactional interactions undermine trust and loyalty. Customers don’t oppose AI, they oppose being forced into impersonal, unresolved, or frustrating automated experiences. They want AI that supports human service, not replaces it.
- How do you avoid the pitfalls of excessive automation and rebuild trust by treating it as a core design principle?
- How do you strike the right balance between efficiency and empathy, deploy AI in ways that enhance human agents, and create hybrid service models that keep customers feeling supported rather than abandoned?
- What strategies should you implement to maintain high-quality, trust-driven customer experiences without sacrificing operational efficiency?
- 4:35 PM
- 5:30 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?
- 5:35 PM
- 6:30 PM
Day 02
Tuesday, March 31, 2026
- 8:30 AM
- 8:40 AM
- 9:10 AM
As AI becomes embedded across organizations, the real differentiator is no longer the technology itself, it's the decisions businesses make about how, where, and why it is applied. As a CX leaders, how can you modernize experiences without ripping out core systems, avoid the trap of “cheap CX,” and design workflows that elevate both customers and employees while focusing on trust, specificity, and responsible data use?
- 9:45 AM
- 10:15 AM
- 10:35 AM
These sessions provide hands-on demonstrations of innovative and cutting-edge technologies that are helping to shape the future of your enterprise.
- 10:45 AM
AI elevates human potential at work by augmenting judgment, automating low value tasks, unlocking creativity, and making expertise more accessible. The greatest gains come from “human-in-the-loop” designs where AI handles scale, speed, and pattern detection while people provide context, ethics, and relationship management. How do you pair AI deployment with role redesign, upskilling, and robust governance?
- 11:20 AM
Artificial intelligence is transforming the workplace by expanding what people can achieve, not replacing them. We know that AI frees employees from repetitive tasks and enables them to focus on higher value work including creativity, problem solving, and meaningful human connection. What about the cultural and operational shifts that are needed to build environments where humans and intelligent systems collaborate seamlessly? What opportunities does your organization have to utilize AI to amplify human strengths and create more fulfilling, impactful work?
- 11:55 AM
- 1:00 PM
Enjoy lunch while engaging in small-group discussions designed to exchange ideas, tackle real-world challenges, and learn from peers.
- 1:30 PM
- 2:10 PM
Innovative companies will pull back the curtain on their latest innovations, sharing strategic insights and revealing the cutting-edge solutions that are shaping the future of business.
- 2:25 PM
As brands strive to deliver intelligent, one-to-one experiences, AI can only be as effective as the data behind it. The promise of true personalization is real but achieving it requires more than advanced algorithms - it depends on data that is accurate, connected, and actionable.
- How do you ensure data readiness to create highly specific, individualized experiences for every customer?
- Is your organization prepared to break down data silos, improve quality, and establish the foundations that allow AI to understand each customer’s unique preferences and behaviors?
- How will overcoming these data challenges unlock AI-powered experiences that are not only personal and relevant but deeply meaningful?
- 3:00 PM
- 3:35 PM
As organizations adopt advanced GenAI and agentic AI systems, experiences are shifting from broad personalization to true individual specificity: dynamic, context-aware interactions that respond uniquely to each person’s needs, preferences, and intent.
- How can you design intelligent experiences that adapt in real time, across customer journeys, employee workflows, service experiences, and digital channels?
- What does it take to move beyond personalization and create truly individual-centric experiences powered by AI?
- 3:50 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!
- 4:50 PM