In-Person
4 - 5 November 2026  |  Gaylord Rockies Resort & Convention Center, Denver, CO

About the event

The Gartner Customer Service & Support Conference 2026 brings service and support leaders together to explore the trends reshaping the function, with insights from Gartner analysts and world-class peers. 


This year’s theme, “Leading the New Era of Customer Service and Support,” addresses how leaders navigate rapid change as customer expectations rise and AI transforms the function. 


Conference Sessions

Speaking Session

Total Experience (TX): Where Human and AI Come Together

Date: Wednesday, 4 November | Time: 11:45 AM | Room: Adams Ballroom A

The future of customer experience isn’t human or AI… it’s both. Total Experience (TX) connects digital agents, human expertise, intelligence, and automation across the entire customer journey. This session explores the evolution from today’s fragmented interactions to intelligent, predictive experiences where technology understands intent, orchestrates action, and knows when the human touch matters most.

Nick Delis Nick DelisChief Revenue Officer
Claudio Rodrigues Claudio RodriguesChief Product Officer

Omilia Roundtable

Beyond the Pilot: What Separates Agentic AI That Scales from AI That Stalls

Date: Wednesday, 4 November | Time: 2:30 PM | Room: Maple 3

Nearly every enterprise has an AI pilot running somewhere. Fewer have got one to genuine, sustained scale in customer-facing operations. This session discusses the gap between pilot and production: what determines whether agentic AI becomes a durable part of the operation, versus a proof-of-concept that never gets board sign-off to expand. A comparison of what’s worked, what’s been shelved, and what leaders wish they’d known before they started.

Nick Delis Nick DelisChief Revenue Officer
Chris Adomaitis Chris AdomaitisGlobal Director,
Solution Consulting
Claudio Rodrigues Claudio RodriguesChief Product Officer

Lunch

Beyond the Pilot: Scaling Agentic AI in Regulated Customer Service

Date: Wednesday, 4 November | Time: 12:15 PM – 1:15 PM

Garden and Grain

Join Omilia, voice AI specialists to regulated enterprises for 23+ years, for a candid, off-the-record lunch on what’s really stopping automation from scaling further, and what actually breaks through it.

Private Dinner

Omilia Private Dinner

Date: Wednesday, 4 November | Time: 7:45 PM

Old Hickory Smokehouse, Mesquite Room

Join Omilia for a private dinner at Old Hickory Smokehouse; an evening for candid conversation on where agentic AI is really taking customer experience, what “self-learning” means for contact centers, and the CX challenges every leader is wrestling with right now.

What to expect from us

  • Artificial Intelligence Diagram
    See how our Self-Learning Agentic CX Platform turns every customer interaction into an improvement opportunity - automatically. No manual tuning, no professional services. Contact centres stuck at 65% call resolution don't have to stay there.
  • 1 by 1 step diagram
    Get a clear look at our Agentic AI Adoption Framework - the structure contact center leaders use to deploy agentic AI at scale, with the governance, risk controls, and audit trail compliance teams actually need. Glass box by design, not bolted on after the fact.
  • Demo Diagram
    Experience live demos of Voice and Chat Agents, CSR CoPilot, Authentication Agents, and Lexis - our native generative TTS engine built directly into our platform, with sub-45ms first-audio latency and zero third-party audio exposure. Voice quality isn't cosmetic: it's the first thing that determines whether a call stays contained.
  • Artificial Intelligence Connection Diagram
    See why enterprises like Discover, Taco Bell, Purolator and PSEG run their contact centers on Omilia and how the same architecture applies to yours.