CX Excellence Summit

AI is transforming customer service, but deploying new tools is only the beginning. Future-proofing CX requires an operating model that helps AI and human teams work together with the right context, controls, and flexibility to adapt as customer expectations evolve. Join Zendesk and CX leaders from Upwork and NOBULL for a practical discussion on scaling AI-powered service without sacrificing trust, empathy, or brand consistency. You’ll learn how to orchestrate work across AI and human agents, govern decisions with confidence, and build a living knowledge foundation that improves over time. Walk away with real-world lessons for reducing customer effort, evolving agent roles and performance metrics, and turning service interactions into actionable customer insight.