Enterprise AI for CX Summit 2025

September 16–17, 2025 | San Jose, CAFor tickets to register please visit: https://ai-cx-summit.supportlogic.com/Customer expectations are rising while budgets tighten—and AI is changing how CX teams operate. Join us for a two-day summit where CX leaders, AI architects, and support pros share how they’re cutting through the AI hype to deliver real results.

​Who should attend:

• ​CX & support leaders leading AI transformation
• ​IT & operations teams deploying AI solutions
• ​Success & renewal leaders focused on churn reduction
• ​Data & AI strategists shaping the future of CX

​Key topics:

• ​Turning customer signals into growth
• ​Unifying customer intelligence across teams
• ​Capturing real-time sentiment without surveys
• ​Navigating AI regulations like GDPR & CCPA
• ​Leading AI change with confidence

​Hear from executives at companies like Salesforce, Uber, Infor, and Snowflake. Plus, don’t miss the Support Experience AI Awards recognizing excellence in AI-driven CX.

​Register today and be part of the AI-driven future of customer experience!https://ai-cx-summit.supportlogic.com/

Info: In-depth training on SupportLogic's suite of predictive and generative AI agents.

Info: Join a facilitated, small-group workshop to exchange strategies, challenges, and lessons learned across support, success, and CX.

Info: Support data has long been trapped in siloed systems—overlooked by the very leaders who could benefit most. In this session, discover how leading enterprises are transforming raw support signals into real-time executive dashboards that inform boardroom decisions. Learn how AI-enriched insights can surface churn risk, product gaps, upsell opportunities, and operational efficiency trends—giving CROs, CFOs, and CEOs a strategic view of customer experience like never before.

Info: AI isn’t just about speed—it’s about fit. When a case comes in, who should handle it? The agent with the right skills? The lightest workload? The most context? In this session, we’ll break down how AI-powered routing decisions are made. Learn how modern assignment engines evaluate real-time capacity, skillsets, case complexity, and customer signals to get every issue to the best possible agent—fast. We'll explore live examples of AI-powered queue management, fallback logic, and how routing models evolve over time.

Info: This session explores how to evolve from generic RAG to Precision RAG—by adding enterprise-grade guardrails, curated data sources, and role-specific controls. Learn how leading organizations are deploying RAG systems that are reliable, safe, and deeply integrated with their knowledge ecosystems. We’ll walk through practical examples of guardrail design, source filtering, confidence scoring, and field-tested lessons on delivering accurate, trustworthy answers at scale.

Info: For years, Quality Assurance has been the weak link in support operations—manual, slow, and disconnected from the customer experience. This session challenges the status quo. Learn how leading support teams are replacing outdated QA checklists with real-time, AI-powered insights that scale with your business. You’ll see why relying on random case reviews is no longer viable—and how automation can unlock consistency, speed, and customer trust at every stage of the support journey.

Info: How do you stitch together voice calls, Zoom meetings, and real-time case context to get a true picture of customer health? In this hands-on session, we’ll show how to activate SupportLogic’s Expand Module to ingest and analyze call and meeting signals—bringing voice data into your CX stack. See how sentiment, escalation risk, and knowledge gaps from Zoom and voice interactions can be monitored in real time, and how these signals power smarter prioritization, case summaries, and routing. Ideal for teams looking to reduce churn, increase case deflection, and gain complete CX visibility across channels.

Info: Foundation models and generative AI have captured the spotlight—but they’re just one component of what’s needed to operationalize AI in the enterprise. In this session, we’ll break down the full AI tech stack required to support real-time customer experience observability. From differential sync and zero-copy architectures to signal extraction, context engines, and ambient AI agents, you’ll see how enterprise leaders are building scalable, compliant, and secure AI ecosystems that deliver actionable insight—not just synthetic responses.

Info: Opening Keynote: Why the Next Generation of Enterprise AI is Ambient, Contextual, and Human-Centric

The AI conversation in enterprise has been dominated by performance benchmarks and flashy demos.

In this opening keynote, Krishna Raj Raja, CEO of SupportLogic, will challenge conventional wisdom on enterprise AI. Drawing from years of real-world deployments and customer outcomes, Krishna will outline why the next generation of AI isn’t transactional or tool-based—it’s ambient. It runs quietly in the background, understands the full arc of the customer relationship, and enhances the most important asset your company has: trust.

Info: Product Keynote: From Reactive to Proactive: How Agentic AI and Ambient Agents Are Rewriting Enterprise CX

Discover how SupportLogic’s always-on, ambient AI agents transform customer experience by turning every signal into action—without waiting for human prompts. You’ll learn how SupportLogic integrates with tools like AgentForce, Einstein, Freddy AI, and Fin Chatbot—delivering a unified intelligence layer that spans support, success, product, and sales.

Info: Panel Discussion: Leading Through AI Disruption, the Reckoning for CX Leadership

In this candid panel, top leaders will share how agentic AI, predictive intelligence, and generative copilots are forcing a rethink of organizational models, team structures, and leadership mindsets. Hear real stories about how they’ve integrated reasoning-based systems into decision-making, shifted from reactive metrics to proactive signal management, and evolved their own roles to lead through AI disruption.

Info: Most companies think their CX data is too fragmented to fix—this session will challenge that belief and show how aggregated, AI-ready data can unlock smarter decisions and better automation.

Info: The 3rd annual Support Experience AI Awards celebrates the transformative impact of AI in customer support. These awards recognize organizations, teams, and individuals who are leveraging agentic AI, predictive intelligence, and automation to drive innovation, efficiency, and world-class support outcomes. Join us live as we honor winners across nine categories.

Info: AI-powered support isn’t just about faster answers—it’s about better answers. In this session, NICE’s Chris Romrell shares how his team evolved their knowledge strategy using Precision Retrieval-Augmented Generation (RAG) and a next-gen self-service portal. Learn how they tackled duplication, governance, and user trust to deliver reliable, context-rich responses at scale. You’ll walk away with a blueprint for deploying AI knowledge systems that work—for customers and agents alike.

Info: Building Agentic AI Workflows: Harnessing Summarization, Knowledge, and Response Agents for Intelligent Automation

Explore how purpose-built AI agents - designed to summarize complex support cases, extract knowledge from unstructured data, and generate contextual responses - can unlock significant efficiencies across enterprise support operations. We will dive into how auto-summarization, knowledge graphs, and cohort-based case analysis reveal patterns, surface recommendations, and enable faster, more informed decisions.

Info: Technology leaders share how they're evolving their architecture to meet top-down AI mandates—balancing build-vs-buy, unifying data, and enabling real-time, intelligent experiences without sacrificing control, compliance, or speed.

Event Venue & Nearby Stays

Hayes Mansion San Jose, Curio Collection by Hilton, 200 Edenvale Avenue, San Jose, United States