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 Customer Service & Support 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: Redesign Service and Support to Unlock AIs Value
Christopher Sladdin, Sr Director Analyst, Gartner
AI has forever changed service and support. In the past two years, we've stepped up, taking on unprecedented challenges to implement AI in our organizations. Now, we're ready to maximize the value that AI can offer. In this opening keynote, learn how to transform your organization to thrive in an AI-accelerated world. ... Show More Show Less

10:30 AM - 10:50 AM MST

ElevenLabs: The Loop, Not the Launch: Building Agents That Get Better With You
Amanda Milberg, Forward Deployed Engineer, ElevenLabs
Agent building is a process of iteration, raising two questions: how do you know when to stop, and what to improve next? We'll share practical ways to identify improvements plus techniques for building self-improving agents that surface their own weak points. We'll explore why human review—not full automation—is what tells you iteration is working. You’ll leave with a framework for knowing when an agent is "done enough" and what to fix next ... Show More Show Less

11:00 AM - 11:30 AM MST

Don't Just Add to Your Customer Experience - Subtract From It
Michael Chiu, Distinguished VP Analyst, Gartner
The customer experience (CX) is typically additive. But another path to CX improvement is via subtraction. What can you remove from your CX to make it better? What blockers are preventing a better CX, and how can you eliminate those blockers? How do you utilize a "stop doing" list? This session explains how to effectively utilize subtraction to improve your CX. ... Show More 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 - 11:45 AM MST

Roundtable: Unifying Post-Sales Around Customer Outcomes
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: The Future of Customer Service 2029
Brad Fager, VP Analyst, Gartner
AI is rapidly changing the way service and support operates — impacting everything from how customers interact to the tools agents use. This session provides a leaders with a vision, highlighting trends in technology, service delivery and customer behaviors to help navigate the future. ... Show More Show Less

11:45 AM - 12:30 PM MST

B2B High Tech Peer Meetup: Scaling Service for Growth and Innovation (Participant-Driven Discussion)
As customer expectations continue to rise in the technology sector, how are you leveraging AI, digital capabilities, and people to deliver differentiated service experiences? How are you positioning service and support as drivers of customer value, expansion, and loyalty? Share priorities, successes, and lessons learned with fellow B2B high-tech leaders. Meetups are networking sessions that allow you to connect with a small group of peers, without Gartner facilitation, in the spirit of solving business problems together. Please make every effort to attend your Meetup, as your peers will be looking forward to meeting you. ... 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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