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
- 2:30 PM
Enterprise leaders face three urgent pressures: modernizing technical debt, mastering multi cloud complexity, and adopting AI that delivers real business value. In this discussion, experts share real world examples of how joint execution—not product talk—helps organizations streamline operations, accelerate modernization, and drive measurable outcomes at scale.
- 2:45 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
- 3:20 PM
- Predictive retention
- Intelligent upsell
- Revenue attribution models
- 3:55 PM
Generative AI has advanced intelligence and reasoning but has yet to solve the challenge of agency, turning insight into action. This session Explore how agentic workflows bridge the gap between intent and execution, enabling organizations to operationalize AI and drive real business outcomes.
- 4:15 PM
These sessions provide hands-on demonstrations of innovative and cutting-edge technologies that are helping to shape the future of your enterprise.
- 4:25 PM
- Cost reduction without sacrificing CX
- Efficiency amid rising customer expectations
- Automation, conversational AI, and unified data
- 5:00 PM
- The risks of over-automation
- Customer trust as a strategic priority
- The balance between efficiency and empathy
- 5:45 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?
- 5:50 PM
- 6:45 PM
Day 02
Tuesday, March 31, 2026
- 8:30 AM
- 8:40 AM
- 9:10 AM
- AI-enabled trust as a competitive advantage
- CX modernization without core system replacement
- Workflows that elevate customers and employees
- 9:45 AM
Many Agentic AI scaling fail not only because of technical limitations, but also because of flawed assumptions and governance gaps. By applying deterministic software mindsets to probabilistic systems, organizations launch “AI strategies” without clear business problems, underestimate the need for specialized agents, organizational AI literacy, and structured Human-in-the-Loop models. How can we make the organizational shifts required to move beyond impressive demos and build reliable, scalable, and ROI-driven agentic systems?
- 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
- The rise of AI supervisors
- Redesigning service roles
- Productivity metrics in AI-augmented teams
- Governing digital labor
- 11:20 AM
- Ownership of AI agents
- Cross-functional accountability
- Experience governance
- Performance measurement
- Who owns CX?
- 11:55 AM
Redefine the enterprise with Digital Humans - always on personal assistants and a tireless digital counterpart embedded in the workforce. Drawing on a 10-year innovation journey, Michael Shepherd, Dell Technologies, reveals how the company is building an agentic operating system that understands business intent, takes autonomous action, and amplifies human capability at scale. Explore how the convergence of human ingenuity and AI driven agents is creating a superhuman workforce—one that executes faster, collaborates seamlessly across teams and tools, and unlocks previously unattainable levels of productivity. Uncover a pragmatic view of the architectures, use cases, and organizational shifts needed to turn AI agents from hype into measurable business outcomes.
- 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
- 1:45 PM
- Data readiness for hyper-personalized experiences
- AI foundations to understand customer preference
- AI powered one-to-one experience
- 2:20 PM
- 3:15 PM
• Over-automation backlash
• AI hallucination impact on brand trust
• CX ROI that exceeded expectations
• Lessons from rapid deployment
- 3:30 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!
- 4:30 PM