December 1, 2026 l Free CX Network Webinar Series
Day One
10:00 am - 10:30 am
EST
Agentic commerce is coming. Is your team ready?
Google's early-2026 announcement of the new agentic commerce platform has ushered in a new era of customer experience. AI agents will now be able to search for, discover, compare and purchase products on customers' behalves. AI agents discover products and brands through operational realities rather than marketing messaging, including customer service response times, fulfilment rates and customer reviews. This puts discoverability and answer engine optimization (AEO) generative engine optimization (GEO) squarely into the hands of CX.
In this session, we'll look at what it takes to prepare for agentic commerce and how to give your brand the best chance of being chosen by an AI agent. We will cover what AI agents take into account during brand discovery, and CX should own the agentic commerce revolution.
Attendees will learn:
- Why agentic commerce, AEO and GEO should sit with CX
- What AI agents actually check before recommending a brand: response times, fulfilment rates and review scores, not marketing copy
- The first moves to make now, before agent-mediated discovery becomes the default way customers shop
10:30 am - 11:00 am
EST
Contact centers in 2027 and beyond: What to expect and how to prepare
Developments in AI have brought huge change to contact centers in the last 5 years, and it's likely to do so in the next 5. With AI agents now able to do much of the low-complexity, high-volume tasks, and major advancements in voice AI technology making more complex and emotional tasks, the workload for human agents is becoming higher-stakes and more draining. Contact centers still need human agents, though, which presents a challenge for contact center and workforce management (WFM) leaders, who need to carefully navigate change management and evolving scheduling requirements to design a human + AI service model that works for customers, staff and the bottom line.
In this session, we'll reflect on the contact center of 2026 and explore what is going to change in 2027 and beyond. We'll walk through the operational realities of change management, workforce planning and employee and customer engagement. We'll demystify how a human + AI operating model works day to day and lay out a framework for building one.
Attendees will learn:
- Why "AI takes simple, volume tasks and humans take complex, emotionally charged tasks" approach can break down once you schedule around it
- How to rebuild WFM around complexity rather than volume in an AI-driven contact center
- How to protect agent wellbeing as their jobs get harder and more complex
11:00 am - 11:30 am
EST
How to unify your CX
Why, if customers judge an organization as a singular entity, is CX so often still fragmented, sitting across siloed teams in CX, marketing, product, operations and IT? On top of the team silos sits tech silos. Different systems used by different teams for different data points and products. Fragmented tech stacks can then stall AI initiatives, keeping them hostage in the pilot stage and blocking innovation, shown by CX Network's research finding that "integration with existing tools" is the 3rd greatest investment blocker for teams in 2026. All of this combined makes for a disconnected, disharmonious experience for customers.
In this session, we'll talk about how to unify CX, starting with fixing siloed culture. We'll look at how top organizations address internal siloes before turning to tackling tech sprawl. We'll discuss how to foster close collaboration between teams to have a clear view of, and unified approach to, the entire customer experience. We'll also unpick the complexities of tech integration and explain what actually needs to be in place for an effective, holistic AI implementation.
Attendees will learn:
- Why fixing team silos must come before fixing tech silos
- How leading global organizations get CX, product, marketing and IT working from one view of the customer
- What "integration-ready" really means and how to check your stack against it
11:30 am - 12:00 pm
EST
Future-proofing AI deployments: Trust, transparency and governance
Governance is increasingly moving from a compliance conversation to a CX conversation. Historically, privacy and data governance sat with legal & risk but AI changes that. Decisions are being made inside customer journeys and service, which places accountability with CX leaders.
Pressure is coming from several directions. CX Network research found that consumer awareness of how AI works and uses customer data is a leading customer behaviour influencing CX planning. We also found that over one fifth of practitioners expect AI to create greater demand for transparency around personal data and AI usage. Boards are fully aware of how a trust failure can damage brand reputation and loyalty. At the same time, regulators are increasing scrutiny and international laws are tightening.
The leaders getting ahead with AI deployments are the ones treating trust and governance not merely as a policy exercise but as a product feature, building transparency and explainability directly into experiences.
Attendees will learn:
- Why governance now sits with CX, not just legal and security
- How to build explainability into an AI-driven journey
- What "trust as a product feature" means and how to implement it in practice
12:00 pm - 12:30 pm
EST
The death of customer insights?
The discipline CX was built on is losing ground. CX Network's proprietary research uncovered that data analytics and utilisation has fallen sharply to become the 10th most important CX trend just years after holding the top spot on the list, while VOC have dropped from the top ten investment priorities entirely. There seem to be three things driving this shift: survey fatigue, AI as a cheap alternative that uses unstructured signals, and the rise of synthetic data to plug the gaps in internal data. That being said, a third of our audience expect spending on VOC to increase, and two fifths expect spending on insights, data and analytics to increase.
In this session, we will unpick this apparent dichotomy and analyse its impact on the future of customer insights. We'll talk to CX leaders about how the insights role is changing and what this means for teams and customer relationships. We'll ask the important questions, such as who owns AI in insights, what does increased AI proliferation mean for insights teams and what will relationships with customers be like as surveys continue to decrease in relevance?
Attendees will learn:
- Why VOC is falling in priority even as spending is set to rise
- Who should own AI-driven insights and how that will reshape insights teams and roles
- How might customer relationships shift as surveys become less central
