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

05:15 PM - 06:00 PM MST

Guest Keynote: Navigating the Multi-Generational Workplace
Dr. Paul Redmond, Former Director of Student Experience and Enhancement University of Liverpool
Today’s workplace is more demographically diverse than ever. For the first time, four generations are working together, sharing the same workplaces, working on the same projects, vying for the same career opportunities. As a manager, you need to understand how to get the best from your multi-generational teams. This presentation will show you how to do it, and how, by harnessing ‘DQ’ (digital intelligence) and ‘EQ’ (emotional intelligence), you and your team can achieve excellence. ... Show More Show Less
Thursday, November 05, 2026

09:00 AM - 09:45 AM MST

Guest Keynote: Change Resilience
Kath Koschel, Founder; Resilience Expert, The Kindness Factory
Change is a reality for all, and it comes at us in many ways. But be careful, history shows that only a small number of change strategies succeed. Your people will enable it or obstruct it. Kath knows what it takes to support change in an organisation. Having high instances of change in both her personal and professional life, Kath now helps organisations around the world to adapt to the new, pushing progress forward and into the now and future through a proven framework of gratitude, perspective, and kindness. Kath will build a bespoke offering with key and actionable take aways for the audience to implement immediately to overcome resistance, manage the change process and land on key messages for 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.”

2025 Gartner Conference Attendee

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