All 2026 Conference Sessions

Gartner Customer Service & Support Conference 2026 dives deep into key topics for customer service and support around AI, customer experience and more to help you address your organization’s mission-critical challenges.

2026 Conference Theme

Leading the New Era of Customer Service and Support

The conference explores how to harness AI, position service and support as a driver of customer value, and elevate the role of people in an AI-driven world. Join us and gain the tools to lead your organization into the next era.

Explore our conference sessions below, all developed with this theme in mind.
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There are hundreds of sessions happening each day. Filter to see sessions that align with your role and interests. After registering for the conference, craft your agenda and book priority sessions — all through Gartner Conference Navigator.

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Wednesday, November 04, 2026

09:30 AM - 10:15 AM MST

Gartner Opening Keynote: What’s Next for Customer Support
Christopher Sladdin, Sr Director Analyst, Gartner
Watch this space for the topic of our opening keynote for customer service and support leaders in 2026. We'll reveal more closer to the conference. Show Less

11:00 AM - 11:20 AM MST

Get to Know the Magic Quadrant for Contact Center as a Service
Drew Kraus, VP Analyst, Gartner
Contact center as a service platforms perform a critical function in your customer service operations – prioritizing, coordinating and providing insights into customer interactions, and shaping future customer and employee experiences. This session will introduce you to the Magic Quadrant for Contact Center as a Service, including the vendors and key trends in this evolving market. ... Show More Show Less

11:00 AM - 11:30 AM MST

How to Position Your Org Structure for Success in the Age of AI
Brady Holbrook, Director Analyst, Gartner
Customer service orgs often reflect yesterday’s priorities — preventing, stalling or even hurting results today. Leaders must proactively redesign their org structure to support current and future priorities. This session will provide leaders with a framework to assess their design, realign talent and resources, and accelerate performance on their most critical objectives. ... Show More Show Less

11:00 AM - 11:30 AM MST

Navigating the Path to Agentic AI in Customer Service and Support
Daniel O'Sullivan, Sr Director Analyst, Gartner
The market narrative for agentic AI is moving faster than most organizations’ ability to deliver. Vendors are promoting a near-term transformation story, but organizations remain stuck in pilot purgatory. In this session, attendees will learn what is possible today, how to close the organizational readiness gap and how to take the next steps toward responsible, high-impact deployment of AI agents. ... Show More Show Less

11:00 AM - 11:45 AM MST

Roundtable: Bringing Post-Sales Teams Together for AI-Driven Customer Excellence
Jennifer MacIntosh, VP Analyst, Gartner
As AI automates tasks, leaders must rethink post-sales roles and processes. Traditional boundaries between support, success and services are fading, leading to confusion and duplicated efforts. This session helps leaders realign work, accountability and value delivery around unified customer experiences rather than legacy team structures, reducing friction and driving results. ... Show More Show Less

11:00 AM - 11:30 AM MST

The Economics of Value: Making the Business Case for a Value-Centered Service Model
John Quaglietta, VP Analyst, Gartner
Transforming service into a value driver requires more than vision — it requires a financial case. This session shows how value-centered service links friction reduction and proactive engagement to revenue, retention and lifetime value, equipping leaders to secure executive buy-in and investment. ... Show More Show Less

11:00 AM - 12:30 PM MST

Workshop: How to Build and Apply Customer Journey Maps in Customer Service
Michael Chiu, Distinguished VP Analyst, Gartner
Stop thinking about your customers; start thinking "like" your customers. A customer journey map helps service leaders identify what customers are doing, expecting, thinking and feeling, and with which touchpoints they interact at each step of an experience. In this learning-by-doing workshop, participants will build a customer journey map, identify journey shortcomings and generate improvements. ... Show More Show Less

11:45 AM - 12:15 PM MST

Solution Provider Session
More information coming soon! Show Less

01:45 PM - 02:05 PM MST

Beyond the Chatbot: Evaluating Conversational AI Platforms in the Age of Agentic AI
Uma Challa, Sr Director Analyst, Gartner
GenAI and agentic AI have changed the game for conversational AI platforms (CAIPs), turning basic chatbots into scalable enterprise assets. But how do you evaluate a platform built for tomorrow? Success requires knowing which capabilities matter and which trends actually drive growth. Don’t get left behind by legacy tech; learn how to assess and choose a CAIP that scales with your business. ... Show More Show Less

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“[The] Gartner focus on future is what aids the businesses to excel. Without this conference there would be a gap. The sessions are applicable and needed. This is the amazing part of Gartner.”

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