CONFERENCE AGENDA

This keynote session will explore how Agentic AI is changing the game for customer support. Delivered by a thought leader in the AI space, this session will delve into the transformative potential of intelligent technologies to revolutionize support operations. The speaker will outline practical applications of Agentic AI, including autonomous workflows, predictive insights, and hyper-personalized customer experiences – all of which businesses can leverage to redefine their support strategies, and deliver unparalleled customer satisfaction. The session will also offer actionable insights to help Customer Support and Customer Experience leaders stay ahead in an era of rapid technological evolution.

In this session, Anil Vijayan will explore the latest industry trends and technological innovations reshaping customer support. Attendees will gain insights into how AI and intelligent automation can enhance service operations, improve customer experiences, and drive business growth. The session will also present compelling statistics and provide a high-level framework to inspire support professionals to embrace these advancements and lead their organizations with Agentic AI into the future.

Coming Soon

In today’s fast-evolving support landscape, customers expect personalized, fast, and proactive assistance. The key to delivering exceptional experiences lies in seamlessly integrating AI with CRM platforms. Join this session to explore how AI-powered automation, intelligent workflows, and data-driven insights can revolutionize customer support. Learn how businesses can break silos between marketing, sales, and support to create a unified customer experience. Discover real-world strategies to streamline operations, empower agents, and drive customer satisfaction at scale.

In the era of AI-powered customer support, organizations are redefining how they create, manage, and scale knowledge. The Knowledge-Centered Service (KCS) framework has become a game-changer, enabling teams to capture, structure, and evolve knowledge dynamically. This panel discussion will highlight;

• The role of KCS in modern customer support and how it enhances self-service & agent efficiency.
• AI’s role in automating knowledge creation and maintenance to ensure accuracy and relevance.
• Future trends: How Agentic AI is redefining knowledge evolution in support organizations.

This session will bring together industry experts and knowledge management leaders to share insights, best practices, and real-world experiences in implementing AI-powered KCS frameworks for scalable, intelligent customer support.

In today’s dynamic business landscape, the seamless integration of support and knowledge management functions is more critical than ever. This session will explore how Agentic AI is breaking down silos between these traditionally distinct areas, enabling organizations to foster better collaboration, improve efficiency, and deliver superior customer experiences. Our expert speaker will delve into:

• Strategies for bridging knowledge gaps to ensure cohesive workflows.
• Best practices for leveraging AI to create, curate, and share knowledge effectively across teams, enabling them to work smarter, not harder.
• How AI-powered tools are automating knowledge management tasks to enhance decision-making and accelerate problem resolution.

This final session is designed to inspire and empower attendees to translate visionary ideas into actionable strategies. It will synthesize key insights shared throughout the event, spotlight emerging trends, and offer a path forward for revolutionizing customer support. Join this session to:

• Recap Key Takeaways: Reflect on transformative AI-driven strategies, tools, and practices discussed by industry leaders.
• Set Priorities for the Future: Identify actionable steps to integrate Agentic AI into your organization for measurable impact.
• Collaborate on the Way Ahead: Engage with peers to share perspectives, challenges, and aspirations for the future of support.
• Inspire Innovation: Leave with a renewed sense of purpose and a practical roadmap to lead your support teams into a new era of excellence.