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

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

01:45 PM - 02:30 PM MST

Roundtable: You Don’t Have an AI Problem — You Have a Change Management Problem
Lauren Villeneuve, Sr Director Analyst, Gartner
Many AI initiatives stall not due to technology, but people. With employee willingness to embrace change at just 45%, overcoming resistance is critical. This interactive roundtable explores how to rebuild trust, align leadership and empower managers to drive effective, human-centered AI transformation and achieve lasting results. ... Show More Show Less
Thursday, November 05, 2026

10:30 AM - 11:15 AM MST

Roundtable: Share Agentic AI Best Practices and Lessons Learned
Kim Hedlin, Director Analyst, Gartner
This roundtable is designed for service and support leaders already deploying or piloting agentic AI. Compare real-world experiences, share lessons learned and surface what’s actually working in production. The discussion will focus on practical challenges, emerging patterns and how organizations are evolving their approaches as agentic capabilities scale. ... Show More Show Less

03:45 PM - 04:30 PM MST

Roundtable: Modernize Knowledge Management for the AI Era
Kim Hedlin, Director Analyst, Gartner
Knowledge management (KM) is a critical driver of AI success, operational efficiency and improved customer experience. However, organizational realities — content that’s not machine readable, ambiguous data ownership, fractured tech architectures and unstandardized processes — often get in the way. This discussion tackles today’s most pressing challenges in KM and best practices to overcome them. ... Show More Show Less

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