Enterprise Connect 2026 Highlights Shift to Outcomes-Driven AI in CX

Customers demand tangible results as AI complexity grows, data control emerges as key battleground.

Mar. 14, 2026 at 3:04pm

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Enterprise Connect 2026 in Las Vegas marked a turning point, as customer experience (CX) took center stage in enterprise communications. The event underscored the critical question facing CX leaders: is the investment in artificial intelligence (AI) truly translating into improved customer experiences, or are organizations simply adding complexity to existing challenges?

Why it matters

The shift towards outcomes-based measurement has put increased pressure on CX leaders to prove the impact of AI on key metrics like customer satisfaction, resolution times, and revenue. Control over data has also emerged as a paramount concern, as organizations recognize the need for CX teams to be involved in data governance decisions.

The details

A central theme at EC 2026 was the demand for demonstrable outcomes from AI investments. CX leaders are under pressure to move beyond simply deploying AI and instead demonstrate tangible business value. The event also highlighted a growing realization that control over data is crucial for effective AI-powered CX, as organizations seek to regain control of their data. Additionally, the tension between the fear of missing out on AI's potential and the fear of negative consequences like customer trust erosion and compliance failures requires a careful, balanced approach to AI implementation.

  • Enterprise Connect 2026 took place in Las Vegas in March 2026.

The players

Justin Robbins

Founder & Principal Analyst at Metric Sherpa.

Moshe Beauford

Principal & Strategic Advisor at CommsAnalysis.

Zeus Kerravala

Founder & Principal Analyst at ZK Research.

Kevin Kieller

Co-Founder & Lead Analyst at enableUC.

Fazil Balkaya

Founder & Principal Analyst at Balkaya Consulting.

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What they’re saying

“We must not let individuals continue to damage private property in San Francisco.”

— Robert Jenkins, San Francisco resident (San Francisco Chronicle)

“Fifty years is such an accomplishment in San Francisco, especially with the way the city has changed over the years.”

— Gordon Edgar, grocery employee (Instagram)

What’s next

The judge in the case will decide on Tuesday whether or not to allow Walker Reed Quinn out on bail.

The takeaway

This case highlights growing concerns in the community about repeat offenders released on bail, raising questions about bail reform, public safety on SF streets, and if any special laws to govern autonomous vehicles in residential and commercial areas.