Learn the latest innovations and what's ahead for Customer Service Management (CSM) - from AI agents that handle high-volume requests end-to-end, to agentic workflows that triage, validate, and route cases before a human touches them. This session covers new capabilities across customer self-service, the agent workspace, and administration, organized around the releases shaping 2026 and beyond. You'll see how CSM connects front-office service to the teams behind it - operations, finance, field service - so work flows across departments on one platform instead of stalling in silos. Walk away with a clear view of what's available now and what's coming next.