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Shift/CX Conference Week 2026
Shift/CX Conference Week is the flagship annual event of the Shift/CX platform.
From March 9–13, 2026, the conference week will feature an extensive program with more than 60 sessions and thematic tracks, bringing together strategic, technological, and organizational perspectives on the shift toward greater customer centricity and experience-driven transformation across marketing, sales, and service.
Under the theme “Breaking CX Boundaries,” the 2026 edition addresses a central challenge facing many CX initiatives: achieving more with less. The focus is on practical recommendations and real-world experiences that show how organizations can overcome the existing barriers to customer-centric effectiveness in their organizations, processes, and experience design, and establish Customer Experience as a true business driver.
CX Operating Model: The Right Contact Center Operating Model as a Success Factor
Track: CX Strategy Between Aspiration and Reality
When: Monday, March 9, 2026, at 12:50 p.m.
Speaker
Stefan Kolle Practice Lead Advisory | infinit.cx or more than 15 years, Stefan Kolle has worked as a customer strategist, Voice of the Customer advocate, NPS practitioner, and innovation leader. He develops practical concepts that help organizations create outstanding customer experiences, resulting in more loyal customers, higher satisfaction, and stronger advocacy. His motto: “Cut the crap.”
GenAI Bots Under Control: Monitoring & Governance as a Success Factor in Live Operations
The first Agentic AI projects at infinit.cx went live in 2025. After nearly 12 months of operation, one thing has become clear: monitoring and governance are key to long-term success. This presentation shares practical best practices for maintaining quality, security, and control in AI-powered customer service environments.
Track: Design, Governance & Integration
When: Thursday, March 12, 2026, at 11:50 a.m.
Speaker
Benjamin Gebauer Director Practice AI & Data | infinit.cx has been working as a customer experience consultant for more than 15 years. He explores new opportunities emerging from digital transformation together with customers and translates them into innovative solutions for the digitalization of customer service. For Benjamin, the evolving relationship between people and technology, particularly in customer service, creates exciting opportunities. He is passionate about helping customers and colleagues turn these opportunities into practical, value-generating solutions that enhance both customer experience and business performance.
Between Autonomy and Control: What Conversational Governance Must Look Like
Discussion: Björn Negelmann, Head of Content & Conferences | Kongress Media & Benjamin Gebauer, Director AI & Data Practice | infinit.cx
Track: Design, Governance & Integration
When: Thursday, March 12, 2026, at 12:50 p.m.