The Stakes Have Never Been Higher
This isn’t your typical vendor showcase. Enterprise Connect 2026 arrives at a moment when CX leaders face a fundamental question: Can AI actually deliver on its promises, or are we burning budget on shiny objects?
The conference tackles this head-on with a keynote panel literally titled “What If AI Never Pays Off?” — bringing together top AI vendors to defend their ROI claims. It’s the conversation every CX leader is having privately, now brought to the main stage.
The Vendor Lineup That Matters
The exhibitor floor reads like a who’s-who of contact center innovation. Amazon Web Services headlines with its “Building Trust in AI” keynote, focusing on how Amazon Connect delivers AI-powered experiences where human agents and AI operate side-by-side.
The CCaaS giants are all present: Five9, Genesys, and NICE occupy Platinum positions, while newcomer Salesforce joins as a Platinum sponsor — a significant validation of EC’s importance in the CX ecosystem.
Twilio, Bandwidth, and Sinch represent the CPaaS category, offering the building blocks for custom CX solutions. Meanwhile, CallMiner, Verint, and Cyara bring analytics and quality assurance expertise.
The AI Conversation Gets Real
What makes 2026 different is the maturity of the discussion. Vendors must now prove value, not just promise it. Expect to see:
- Agentic AI in action — RingCentral’s keynote spotlights autonomous systems handling tasks end-to-end
- Voice AI deployments — Real customer stories, not just demos
- Agent experience tools — Addressing the burnout crisis plaguing contact centers
- ROI frameworks — Measurable business impact, not theoretical benefits
Why March 2026 is the Decision Point
CX leaders are facing mounting pressure. Customer expectations are rising, agent turnover is accelerating, and CFOs are demanding proof that AI investments are paying off. The CX Revolution Summit on Tuesday morning offers a concentrated deep-dive into AI adoption, cloud migration, and omnichannel strategies — with frameworks you can implement immediately.
The new Tuesday-Thursday format respects your time while delivering maximum value. No premium weekend rates, easier travel logistics, and you’re back in the office by Friday.
The Uncomfortable Questions
Enterprise Connect 2026 isn’t afraid to ask what others won’t:
- “Does More Technology = Happier Customers?” (Wednesday keynote panel)
- How do we prevent agent burnout while deploying more automation?
- What’s the right balance between self-service and human touch?
- Can we actually measure CX ROI, or are we guessing?
These aren’t theoretical debates; they’re the questions keeping CX leaders awake at night.
Beyond the Expo Hall
The Strategic IT Leadership Roundtables offer something rare: off-the-record, vendor-free conversations with peers facing identical challenges. Tuesday’s “Making AI Work” and Thursday’s “Driving CX Success” sessions provide the candid dialogue that’s impossible when vendors are in the room.
With speakers from Metrigy, Opus Research, and enterprise practitioners from companies like Johnson Controls and The Hartford, you’ll hear from analysts who’ve studied the data and peers who’ve walked the path.
The Vegas Factor
“All In on What’s Next” isn’t just a tagline — it’s a challenge. Are you betting on AI or staying on the sidelines? Are you going all-in on transformation or hedging your bets?
The conversations happening in Vegas March 10-12 will shape CX strategy for the next 3-5 years. With exhibitors still joining (the list has grown 24% in the past month), the momentum is building toward what could be the most consequential Enterprise Connect yet.
Registration is open now. In an era where customer experience is the ultimate differentiator, can you afford not to be there?
