78% of CX leaders believe we are encountering the biggest landscape change in 50 years. During this in‑person event, you’ll explore the future of CX through an interactive challenge and real customer use cases.
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. Join us for a dynamic day of insights and hands-on learning—and walk away ready to lead the next wave of AI led CX innovation.
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
Key takeaways:
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Key takeaway 5
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
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Schedule description.
Agenda
08:45 AM
Registration and breakfast Arrive, settle in, and enjoy a relaxed breakfast while connecting with fellow participants.
09:20 AM
CX trends 2026: Leading in the AI era with contextual intelligence Step into the future of customer experience. Discover five key trends shaping the next generation of AI and what it takes to lead with confidence in this new era.
09:45 AM
The CX Trends challenge
Roll up your sleeves for a hands-on CX challenge. In guided teams, you’ll work with a Zendesk expert to solve a CX mystery using Zendesk’s AI capabilities. There’s a prize for the winning group, but the real reward is everything you’ll learn along the way.
10:45 AM
Coffee break Refuel with coffee and continue the conversation with your peers.
11:15 AM
Customer case Get inspired by a Zendesk customer as they share how AI helps them elevate their customer experience. (Case details to be announced soon.)
11:45Â AM
Wrap up Key takeaways and thank you for joining us.
Speakers
Name, Surname
Erin Hildebrant will be speaking about their experience working as an event marketer.Â
Name, Surname
Erin Hildebrant will be speaking about their experience working as an event marketer.Â
Name, Surname
Erin Hildebrant will be speaking about their experience working as an event marketer.Â
Name, Surname
Erin Hildebrant will be speaking about their experience working as an event marketer.
Name, Surname
Erin Hildebrant will be speaking about their experience working as an event marketer.
Name, Surname
Erin Hildebrant will be speaking about their experience working as an event marketer.
Sofia HelsinkiÂ
Sofiankatu 4 C Aleksanterinkatu 28, Unioninkatu 27
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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.
