Join a virtual, interactive summit where CX, contact center and AI training leaders share practical insights on how human agents and AI work better together.

Date: Thursday, February 19, 2026

Time: 12:00 p.m. ET / 9:00 a.m. PT

Location: Virtual event

* Please note that presentations will be conducted in English.

WHY ATTEND?

Rising customer expectations, high agent turnover and growing cost pressure are forcing contact centers to rethink how work gets done. Shift cuts through the hype to show how AI can responsibly augment human agents to improve performance, consistency and customer outcomes.

Key benefits of attending:

• Understand how human and AI collaboration is redefining the role of the contact center agent.
• Learn proven strategies to reduce time to proficiency and agent attrition.
• Explore best practices in simulation-based training, coaching and onboarding.
• See real-world examples of AI augmenting agents before, during and after the call.
• Gain practical frameworks for responsible AI adoption in regulated and complex environments.
• Connect with peers and experts shaping the future of customer experience.

Register now and prepare your teams for the CX shift.

* Please note that presentations will be conducted in English.

12:00 – Welcome to Shift: The human + AI CX summit

Bret Kinsella, SVP / GM, Fuel iX, TELUS Digital

Grounded in experience from the world’s largest contact centers, Bret Kinsella opens Shift with a clear roadmap beyond the hype. This session sets the stage for a new, human-centric standard for AI in customer experience.

12:05 – Shift: Humans, AI and the future of customer experience

Mitch Lieberman, VP, Product, CX, TELUS Digital executive keynote

Mitch Lieberman explores the seismic shift from AI as a tool to a collaborator. This keynote frames the realities of the market and technology landscape, and offers a glimpse into the future of personalization and the CX agent’s changing role, coaxing leaders to consider the critical balance between technology and the human touch.

12:25 – Inside the CX + AI strategy divide: What top contact centers do differently

Jen Ware, Principal, Strategy Consulting, TELUS Digital

Mitch Lieberman, VP, Product, CX, TELUS Digital

Discover the most revealing insights from more than 40 global contact centers as Mitch Lieberman sits down with Jen Ware to explore why some organizations accelerate with AI while others stall. This fireside chat highlights the strategic pivots that separate CX leaders from laggards.

12:45 – Adapt or atrophy: The CX leader’s guide to the AI era

Erin Walker, Global VP, Strategic Operations & Enablement, TELUS Digital

Bryan Acker, Senior Director, Operations Training, TELUS Digital

Mitch Lieberman, VP, Product, CX, TELUS Digital

Mastery of the CX Shift requires experience-based learning over theory. In this fireside chat, Erin Walker shares insights from global brands on why human augmentation is the key to scaling performance, and together with Bryan Acker and Mitch Lieberman, explores how to move beyond legacy processes toward a high-performance, augmented future.

1:05 – Break

1:10 – Best practices in training call center agents

Bryan Acker, Senior Director, Operations Training, TELUS Digital

Bret Kinsella, SVP / GM, Fuel iX, TELUS Digital

Bryan Acker bridges high-level strategy with operational excellence. In this conversation with Bret Kinsella, he reveals how to navigate the CX Shift by augmenting traditional training with AI simulations that replicate high-stakes scenarios, sharing data-driven methods to optimize agent proficiency and performance at a global scale.

1:30 – Portfolio spotlight: Practical innovation at scale

Mitch Lieberman, VP, Product, TELUS Digital, presentation and demo

See how AI-driven solutions transform agent training and support. Through live demos, Mitch Lieberman shows how organizations can scale onboarding, reduce churn and augment human performance with purpose-built CX solutions.

1:50 – AI at the CX frontier: Lessons from the front lines

Nicole Earnshaw, VP, Client Success, Strategic Accounts, TELUS Digital

Ivan Kotzev, Senior Research Analyst, NelsonHall

Brendan Nugent, Director, Partner Success, Etsy

Bret Kinsella, SVP / GM, Fuel iX, TELUS Digital

This interactive roundtable explores where human advantage compounds with AI to deliver measurable business impact. Panelists discuss real-world successes, challenges, ethical considerations and what leaders should prioritize next.

2:20 – Inside the CX Market: Investment signals every leader should watch

Ivan Kotzev, Senior Research Analyst, NelsonHall

A data-driven view of the CX and contact center market. In this presentation, the analyst breaks down current buyer priorities, investment patterns and vendor differentiation—cutting through the hype to explain what’s actually driving ROI today and what leaders should prepare for next.

2:50 – What’s next: The CX shift forward

Bret Kinsella, SVP / GM, Fuel iX, TELUS Digital

Mitch Lieberman, VP, Product, CX, TELUS Digital

Bret Kinsella and Mitch Lieberman close the summit by synthesizing key insights into a practical roadmap for implementation. Walk away with clear next steps for applying human and AI strategies in your contact center today.

* Please note that presentations will be conducted in English.

Senior Research Analyst,

NelsonHall

Director, Partner Success

Etsy

SVP / GM, Fuel iX,

TELUS Digital

VP, Product,

TELUS Digital

Global VP, Strategic Operations & Enablement, TELUS Digital

Principal, Strategy Consulting,

TELUS Digital

Senior Director, Operations Training, TELUS Digital

VP, Client Success, Strategic Accounts, TELUS Digital

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