2026 marks an inflection point for Customer Operations. Technology is accelerating, expectations are rising, and the organisations that thrive will be those willing to reset how they think and redefine how they work. But this shift is not simply about adopting new tools or reorganising teams. It requires something deeper:

A change in mindset, and a recognition that every decision touches a system, a living, interdependent system of people, processes, technology, and culture. For too long, our industry has tried to fix problems through isolated initiatives: new KPIs, new tech, new dashboards, new processes. But as many of the articles in this guide show, these interventions rarely land if the underlying system is unchanged.

Discover how ALZA - the largest e commerce company in the Czech Republic, Slovakia, and Hungary - uses CallMiner’s OmniAgent to automate customer interactions and improve customer experience. In this session, Lenka Bartizalová will share real examples of how automation and AI help ALZA respond faster, reduce workload for agents, and deliver better service for millions of customers.

This session you will :
 - Gain insights into measurable CX improvements, such as faster resolution, higher customer satisfaction, and reduced operational bottlenecks
 - Understand how intelligent automation frees agents to focus on delivering better, more personalised experiences
 - Discover practical strategies for using automation and AI to scale customer experience to meet growing demands

Originally Broadcast Thursday 16th October, 12:30

Join Route 101 for a dynamic session exploring how Zendesk can revolutionise back-office operations through intelligent omnichannel routing and email management.Discover how unstructured inboxes can be transformed into structured workflows, enabling smarter task planning, queue categorisation, and actionable analytics. With insights from Route 101’s systems integration experts, this showcase will highlight real-world examples and integrations - bridging the gap between back-office tasks, CCaaS, WFM and QM to unlock new efficiencies. 

Originally Broadcast Tuesday 14th October, 15:00

Enhancing Quality with AI and Analytics
As interaction analytics and AI continue to evolve, they’re opening new possibilities for transforming quality assurance. In this session, we’ll explore how organisations are using these technologies to enhance—and even automate—QA processes.