November 5 - 7, 2025 | Scottsdale, AZ
Day 1 | Wednesday, November 5
10:20 AM OPENING ADDRESS | Beyond the Agent: Redefining Readiness for 2026
This discussion will go beyond the surface-level conversation of “the agent of the future” to explore the deeper shifts required across operations, training, contracts, and leadership mindsets. From AI-powered agent assist and real-time translation to autonomous workflows and upstream insight sharing, we’ll examine how innovation is reshaping every corner of the customer experience ecosystem.
You’ll gain clarity on where AI drives value today, how to deploy it responsibly, and what it means for leaders, supervisors, and employees navigating career paths in a rapidly evolving landscape. Most importantly, you’ll walk away with a forward-looking view of how peers are aligning people, processes, and platforms to ensure operational readiness in 2026 and beyond."
Check out the incredible speaker line-up to see who will be joining Darnell.
Download The Latest Agenda
