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The Premier Conference for People Shaping the Future of Customer Engagement
April 28-30, 2026 in Scottsdale, Arizona
Where forward-thinking experts tackle today’s challenges and leave with actionable insights for AI-powered automation, Knowledge Management practices, and empowering tomorrow’s workforce.
Right-sized for diverse perspectives + deep connections
- ~125 attendees from B2B, B2C, and B2B2C companies
- Mix of Fortune 100 & Fortune 500 companies, mid-size, and niche providers
- Welcome reception, breakfasts, lunches, and a group dinner to deepen relationships
Unique format goes beyond roundtables and networking
- Enterprise case studies, exploratory topics, and designed for collaboration
- Agenda influenced by shared challenges and real-world insights, not vendor interests
- Open Space programming sets up 30+ sessions based on attendee suggestions
Agenda At a Glance
The value of Support & Service organizations has fundamentally shifted due to advanced automation. Consortium methodologies and models are evolving for this new era of Knowledge Management practices, context engineering, organizational design, and success measures.
Also available: Detailed agenda with all speakers, times, and session titles.
Monday, April 27
5:30 pm – 7 pm
Welcome Reception: Our experience begins with a hosted gathering on Monday evening. Plan to arrive in time to settle in and join us!
Tuesday, April 28
9 am – 5 pm & hosted evening
Keynote sessions: How to be successful with agentic technology by Jeff Elser, Oracle, systems thinking in complex environments, first look at the next version of KCS, and the importance of context by the Frank Lloyd Wright Foundation located in Scottsdale.
Breakout sessions: KCS + AI at Splunk, Intelligent Front Door and Agentic Implementation at Smarsh, Designing for use cases in an AI-first environment at Cisco, Helping Execs Understand AI at Ping Identity, and more from global experts about service innovation and harnessing automation for efficient scaling.
Included: Breakfast, lunch, morning & afternoon catered breaks, evening reception, group dinner.
Thank you to our dinner sponsors!
Wednesday, April 29
9 am – 5 pm
Open Space sessions: A technique for attendees to customize the agenda (30+ options) based on their most pressing topics.
Previous topic examples: Use cases for AI, Intelligent Swarming tools & techniques, harnessing KCS for product improvement, measuring significance instead of success, training & skills development.
Included: Breakfast, lunch, morning & afternoon catered breaks, hosted happy hour.
Thursday, April 30
9 am – 12 pm
Keynote sessions: Executive interview: long-term goals and expectation management, Measuring and Communicating Value at Red Hat and Rockwell Automation, and the future of support.
Collaborative wrap-up: Synthesize takeaways and action items to return to your day-to-day with a strategy that’s ready for the future.
Included: Breakfast and catered break.
Hear from Previous Attendees
I really valued the collaboration among peers across industries with shared challenges. We had such engaging discussions throughout open space, that carried on into the reception and evening. I got validation, direction, defined choices, and thoughts to take with me.
Jacob Rupe, Swift
Every time slot within the conference had material that was relevant to my needs! That was AWESOME!! I absolutely LOVED the Open Space concept – how cool!!! I just shared this morning with my peers, my leader, and my Executive Leader how much value I got from this week!!
Janice Smith, Farm Credit Mid-America
Leaders and innovators from across the globe shared valuable insights of how to measure AI success and key concepts of AI implementation strategies, long term goals, and expectation management.
Slavi Slavov, HCL Tech
Knowledge is more important than ever.
Why You Should Attend
Hear what others are doing
Attendees come from organizations at every stage of implementing, maturing, and innovating on methodologies like KCS and Intelligent Swarming. No matter where you are in a transformation lifecycle, you will walk away with new ideas and practical techniques to move your organization forward.
Customize your agenda
With Open Space sessions, a unique and highly-rated technique to build the agenda together, you will have the opportunity to propose and attend deep dive conversations about topics specific to your interests. Designed for interaction and engagement, what’s important to you drives the discussions!
Make connections
Service Innovation Summit combines diverse perspectives, important topics, and nice places. Attendees experience rich discussions in a high trust environment. We prioritize interaction, limit the number of attendees, and leave titles at the door. Sharing experiences is how the community evolves!
Get ready for the future
Under day-to-day pressure, it’s tricky to find time for creativity or new opportunities. Service Innovation Summit covers operational topics from experienced leaders and offers time to explore what’s on the horizon, so we can co-create what’s next for customer engagement.
The Consortium staff is here to help! Let us know what other information we can provide to help you register.
Register Here
Registration includes welcome reception with hors d’oeuvres and hosted bar on Monday evening, breakfast & catered snack breaks all 3 days, lunch on Tuesday and Wednesday, evening reception & group dinner on Tuesday, hosted happy hour on Wednesday, and all day coffee & tea service.
Want to bring the team? Pay for three seats and receive the fourth one free! Email for details.
Hotel Reservations: Attendees are responsible to reserve and pay for their own accommodations. You can reserve online, or call 844.993.9601. The deadline to book at our group rate of $299 has passed, but the group rate can still be requested (not guaranteed) by contacting Jill DeGraff.
Consortium Members: Instructions for seats included in your Membership level were sent via email. Please contact support@serviceinnovation.org with any questions.
A Special Venue
The Hotel Valley Ho is a restored mid-century modern hotel, located just 20 minutes from the Phoenix International Airport in Old Town Scottsdale.
The hotel features a rooftop patio with sweeping views of Camelback Mountain where we’ll host your welcome reception.
Who You’ll Meet
Here are just some of the organizations that attended last year!
“So much ‘art of the possible’ in all of the presentations – I thrive on seeing other examples and really appreciate the perspective that other Members bring. I love that we cover both the broad, big ideas, and the tactical, practical examples. It really makes everything “stick” for me.”
Madison Hoffman, Zendesk
Cancellation Policy
- To make any changes or cancel, contact support@serviceinnovation.org.
- Registration can be transferred to another attendee up to the start of the Summit.
- Cancellations made on or before April 13 will be refunded minus a $175 cancellation fee.
- Cancellations made between April 14 and 20 will be refunded minus a $1000 cancellation fee.
- Cancellations made after April 20 are non-refundable. You will be given a credit for the registration fee, less $1000, which can be used toward another Consortium event. The credit will be valid for one year.
KCS and Intelligent Swarming are registered service marks of the Consortium for Service Innovation. By registering for this event, I am agreeing to abide by the Member Rules of Conduct and the Photo Policy.