2026 Schedule

AI and automation are redefining Tier 1 support from a transactional layer into a strategic driver of experience. By improving the Tier 1 agent experience, organizations can eliminate the friction that slows service and frustrates employees. As AI handles repetitive requests, Tier 1 agents are freed to focus on more complex interactions-work that often requires collaboration with escalation teams and relies on accurate documentation and accessible knowledge.
This evolution changes how we work, what we measure, and how we define success. By applying an outside-in approach and aligning improvements with Experience Level Agreements (XLAs), IT can reduce daily annoyances, lower repeat incidents, and minimize interruptions-boosting productivity, engagement, and loyalty. In this session, you'll see how Tier 1 becomes the engine of experience-driven AI and how to connect those improvements to outcomes leadership values.

Takeaway

-Why improving the Tier 1 agent experience is the starting point for better overall IT and customer experience
-How AI shifts Tier 1 work from repetitive tasks to complex, value-creating interactions
-How traditional metrics will change and how to measure what matters
-How collaboration, accurate documentation, and accessible knowledge elevate support effectiveness