78% of CX leaders are convinced that we are facing the biggest transformation in the last 50 years. Learn more about other upcoming CX trends, join our breakfast in Tallinn, and put your new insights into practice directly in the workshop.
Join us to unlock the insights you need to lead in 2026
Today’s consumers want faster, smarter, more personalized service. Brands can meet these demands by leveraging contextual intelligence. Zendesk CX Trends 2026 reveals 5 trends to help you embrace the next generation of AI. Step into the future of CX.
CX Inspiration meets practice – Insights &
AIÂ workshop
Join us as AI experts and industry leaders present the latest CX developments that are transforming service, building loyalty, and shaping the strategies that will drive success in 2026 — including a hands-on workshop where you can apply the trends directly.
What to expect:
•
Understanding the CX Trends 2026:Â Â Discover the key shifts shaping service, loyalty, and customer experiences.
•
Practical implementation in the workshop:Â Learn how to apply the insights directly to your own strategies.
•
Networking with industry leaders:Â Â Make valuable connections and exchange best practices with experts.
What to expect
Agenda (option 1)
Our product vision is robust. We’re building on conversational experiences with AI and making the agent experience more intuitive for all.
11:15 Breakout tracks begin
Our product vision is robust. We’re building on conversational experiences with AI and making the agent experience more intuitive for all.
TRACK 1
Product solutions and roadmap
Hear about the latest updates and releases—and how they can help your business.
TRACK 2
Make the most of Zendesk
Our experts show you how to customize Zendesk to fit your business needs.
TRACK 3
Emerging trends transforming CX
See what’s impacting the world of CX and beyond, alongside the best in the business.
TRACK 1
Panel: Delivering a customer first strategy with Zendesk
Harness the possibilities of AI
Our product vision is robust. We’re building on conversational experiences with AI and making the agent experience more intuitive for all.
Our product vision is robust. We’re building on conversational experiences with AI and making the agent experience more intuitive for all.
TRACK 2
Panel: Delivering a customer first strategy with Zendesk
Fall in love with personalized conversational experiences
Our product vision is robust. We’re building on conversational experiences with AI and making the agent experience more intuitive for all.
Our product vision is robust. We’re building on conversational experiences with AI and making the agent experience more intuitive for all.
12:30 Lunch
Our product vision is robust. We’re building on conversational experiences with AI and making the agent experience more intuitive for all.
13:00 Breakout tracks continue
TRACK 1
Panel: Delivering a customer first strategy with Zendesk
Harness the possibilities of AI
Our product vision is robust. We’re building on conversational experiences with AI and making the agent experience more intuitive for all.
Our product vision is robust. We’re building on conversational experiences with AI and making the agent experience more intuitive for all.
TRACK 2
Panel: Delivering a customer first strategy with Zendesk
Fall in love with personalized conversational experiences
Our product vision is robust. We’re building on conversational experiences with AI and making the agent experience more intuitive for all.
Our product vision is robust. We’re building on conversational experiences with AI and making the agent experience more intuitive for all.
TRACK 2
Panel: Delivering a customer first strategy with Zendesk
Fall in love with personalized conversational experiences
Our product vision is robust. We’re building on conversational experiences with AI and making the agent experience more intuitive for all.
Our product vision is robust. We’re building on conversational experiences with AI and making the agent experience more intuitive for all.
Agenda
10:30AM
Keynote
Hear how we’re reprioritizing our product vision to help you do more with less while maintaining strong customer relationships. As told by Josh Bean, Senior Director of Product Marketing at Zendesk.
12:00PM
Product Innovations
Four mini masterclasses that guide you through the latest Zendesk releases, and how to leverage them for your business needs.Â
12:30PM
Expert tips
Three practical classes that help you get started with Zendesk and learn tips and tricks from our experts.Â
Session 1: Boost productivity with Agent Workspace
Session 2: Move from live chat to messaging
Session 3: Optimize Zendesk for self-service
1:00PM
Live Q&A and wrap-up
See you on March 8, or whenever you choose to watch back on-demand.
2:30PM
Schedule item
Schedule description.
12pm
Schedule item
Schedule description.
Agenda
9:00 AM
Arrival & Registration
9:30 AM
Welcome & Opening
Anna Lavrik, Senior Enterprise Account Executive, welcomes you and sets the stage for the event.
9:45 AM
Zendesk Insights
Our team presents the latest CX trends and AI innovations, showing how they will shape the future of customer interaction.
10:15 aM
Customer Spotlight
One of our clients shares their AI agents journey and answers your questions.Â
10:30 AM
Refreshment Break
10:45 AM
AI Agents Workshop Part I & II
12:45 PM
Networking & Light Lunch
14:00 PM
End of Event
Speakers
Slava Skorbezh
, Head of Support, ZEN.com
Anna Lavrik
Senior Enterprise Account Executive,Â
Zendesk
Magdalena Sendal
Commercial Account Executive,Â
Zendesk
Marlena Skromniuk
Commercial Account Executive,Â
Zendesk
Sasha Zakharenko
Principal Solutions Consultant,Â
Zendesk
Location
Lutheri Ärimaja/
Masinasaal
Vana-Lõuna 39/1-9
Tallinn 10134
Estonia
Location
Address line
Address line
Address line
Thank you to our sponsors
ON-DEMAND
Join on your time
Attend on-demand sessions where AI visionaries and CX leaders explain the trends shaping customer experience across the globe. Then dive deeper with regional sessions tailored to your market and industry.Hear from AI experts and CX leaders on how contextual intelligence is shaping the future of engagement, decision-making, and growth.
Today’s consumers want faster, smarter, more personalized service. Brands can meet these demands by leveraging contextual intelligence. Zendesk CX Trends 2026 reveals 5 trends to help you embrace the next generation of AI.
