Summit 2026 will take place at Hotel Valley Ho in Scottsdale, Arizona. Dress is business casual. Parts of the event are hosted outside, so please pack to be comfortable according to the weather forecast.
- Summit presentations on the wiki
- Open Space notes go here! (Google Doc for Wednesday)
Monday, April 27
5:30-7:00 pm Welcome Reception (Sky Line Rooftop)
Tuesday, April 28
8:00 am Breakfast (Main Place Courtyard)
9:00 am Welcome and Introductions: Support Services as the Company Value Engine – Matt Seaman, Consortium (SoHo Ballroom)
10:15 am Break
10:30 am Wright & the Importance of Context: A Sense of Place – Fred Prozzillo, Frank Lloyd Wright Foundation (SoHo Ballroom)
11:15 am Turning AI Hype into Measurable Business Value – Jeff Elser, Oracle (SoHo Ballroom)
12:00 pm The Next Era of KCS: First Look – Kelly Murray, Consortium (SoHo Ballroom)
12:30 pm Lunch (Palm Court)
2:00 pm Breakout Sessions (SoHo I & II)
Splunk + Cisco: Integration, GenAI Articles and KCS Success
– Marco Montero, Splunk
Coaching Considerations in a World of AI
– Lana Kosnik & Francisca Vigil, Upland Software
2:45 pm Break
3:00 pm Breakout Sessions (SoHo I & II)
KCS and AI: Designing for Agnostic Use Cases in an AI-First Environment
– Tab Berger, Cisco
Right Channel, Right Time: Rethinking How Customers Get Help
– Janine Deegan & Steve Springer, Smarsh
3:45 pm Break
4:00 pm Breakout Sessions (SoHo I & II)
Building an AI Program Your Executives Can Believe In
– Monique Cadena, Ping Identity
The Importance of a Coherent Organization
– Brad Smith, Vector Business Navigation
4:45 pm Adjourn
6:30 pm Reception (Palm Court)
7:30 pm Group Dinner (Palm Court)
Wednesday, April 29
8:00 am Breakfast (Main Place Courtyard)
9:00 am Open Space Set Up (SoHo I)
Open Space is a facilitation technique that capitalizes on the collective experience and intellectual capabilities of those present. It is a very effective method for problem-solving or defining opportunities when the outcome is not known; please bring your challenges and opportunities and we’ll build the day’s agenda together!
Previous topics have included:
- AI use cases for customer service
- Knowledge enablement for large enterprises
- Intelligent Swarming tools and approaches
- Knowledge teams leading prompt engineering efforts
- Measuring significance instead of success
9:45 am Open Space Session One (various locations)
10:45 am Break
11:00 am Open Space Session Two
12:00 pm Lunch (Palm Court)
1:30 pm Open Space Session Three
2:30 pm Break
2:45 pm Open Space Session Four
3:45 pm Open Space Debrief and Happy Hour (SoHo I)
4:45 pm Adjourn (Dinner on your own)
Thursday, April 30
We’re back together for a handful of presentations and to get clarity on takeaways from the week; getting ready to return to the day-to-day with new ideas and new connections.
8:00 am Breakfast (Main Place Courtyard)
9:00 am Welcome Back – Matt Seaman, Consortium (SoHo Ballroom)
9:15 am Executive Interview: Leading Teams Through the Rapid Evolution of Service Organizations – Matt Seaman, Consortium, Helen Byrne, Twilio, and Andrew Wilson, Rapid7 (SoHo Ballroom)
10:00 am Break
10:30 am Measuring and Communicating Value – Christina Roosen, Consortium, Albert Myles, Red Hat, and Mark Churchill, Rockwell Automation (SoHo Ballroom)
11:30 am Closing the Loop – Matt Seaman, Consortium (SoHo Ballroom)
12:00 pm Adjourn