Zendesk Relate 2026 Schedule

Location: Colorado Convention Center, Denver, CO
Dates: May 18–20, 2026
 

Overview

Zendesk Relate 2026 is a multi-day conference focused on AI, automation, contact center transformation, customer experience leadership, developer integrations, and workforce management.

This schedule includes keynote sessions, workshops, product demos, customer case studies, and technical deep dives across eight tracks:

• AI & Automation
• Voice & Contact Center
• CX Leadership
• Employee Service
• Developer Platform
• Workforce Management
• AI Copilot
• Enterprise Integrations

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Schedule by Day

Monday, May 18, 2026

9:00 AM – 10:00 AM

Session ID: GEN-001
Title: Opening Keynote: Autonomous Resolution at Scale
Track: AI & Automation
Speaker Type: Executive Keynote
Location: Main Hall

Description:
Opening keynote for the conference focused on autonomous resolution and scaling agentic service across the enterprise.

Tags:

• agentic-ai
• customer-service
• automation
• enterprise-ai

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11:00 AM – 12:00 PM

Session ID: AI-104
Title: Building AI Agents Inside Zendesk
Track: AI & Automation
Speaker Type: Technical Workshop
Location: Workshop Room A

Description:
Hands-on workshop covering how to build AI agents inside Zendesk.

Technical Level: Intermediate
Hands-On: Yes

Tags:

• zendesk-ai
• copilot
• automation
• knowledge-base
• ai-agents

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1:30 PM – 2:15 PM

Session ID: VOICE-210
Title: Voice AI and the Modern Contact Center
Track: Voice & Contact Center
Speaker Type: Customer Case Study
Location: Breakout Room C

Description:
Customer case study on how voice AI is shaping the modern contact center.

Vendors Mentioned:

• Amazon Connect
• Zendesk Voice
• Forethought

Tags:

• zendesk-talk
• voice-ai
• amazon-connect
• speech-analytics
• qa

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Tuesday, May 19, 2026

10:00 AM – 11:00 AM

Session ID: DEV-310
Title: Extending Zendesk with AWS and Event-Driven Architecture
Track: Developer Platform
Speaker Type: Technical Deep Dive
Location: Developer Theater

Description:
Advanced technical session covering Zendesk extensions using AWS and event-driven architecture.

Technical Level: Advanced

Tags:

• aws
• lambda
• kinesis
• api
• integration

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1:00 PM – 1:45 PM

Session ID: CX-402
Title: How Canva Scales AI-Powered Customer Experience
Track: CX Leadership
Speaker Type: Customer Spotlight
Location: Main Stage

Description:
Customer spotlight focused on how Canva scales AI-powered customer experience and support transformation.

Tags:

• customer-story
• ai-operations
• scalability
• support-transformation

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Wednesday, May 20, 2026

9:30 AM – 10:15 AM

Session ID: AI-515
Title: Copilot, Procedure Builder, and Next Best Actions
Track: AI Copilot
Speaker Type: Product Demo
Location: AI Showcase Theater

Description:
Product demo covering Copilot, Procedure Builder, and next best actions for agents.

Tags:

• copilot
• agent-assist
• workflow-automation
• next-best-action

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11:00 AM – 11:45 AM

Session ID: OPS-620
Title: WFM + QA + AI Coaching for Enterprise Support Teams
Track: Workforce Management
Speaker Type: Operations Panel
Location: Operations Hub

Description:
Operations panel focused on workforce management, quality assurance, AI coaching, and analytics for enterprise support teams.

Tags:

• quality-assurance
• wfm
• agent-performance
• coaching
• analytics

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Track Summary

AI & Automation

Sessions focused on autonomous resolution, AI agents, and automation inside Zendesk.

• GEN-001 — Opening Keynote: Autonomous Resolution at Scale
• AI-104 — Building AI Agents Inside Zendesk

Voice & Contact Center

Sessions focused on voice AI, contact center modernization, and related vendor ecosystems.

• VOICE-210 — Voice AI and the Modern Contact Center

Developer Platform

Sessions focused on Zendesk extensibility, AWS integrations, APIs, and event-driven systems.

• DEV-310 — Extending Zendesk with AWS and Event-Driven Architecture

CX Leadership

Sessions focused on customer experience strategy, scaling, and operational transformation.

• CX-402 — How Canva Scales AI-Powered Customer Experience

AI Copilot

Sessions focused on Copilot features and agent assist experiences.

• AI-515 — Copilot, Procedure Builder, and Next Best Actions

Workforce Management

Sessions focused on QA, coaching, performance, and analytics for support operations.

• OPS-620 — WFM + QA + AI Coaching for Enterprise Support Teams

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AI-Friendly Structured Summary

Conference Metadata

• Name: Zendesk Relate 2026
• Location: Colorado Convention Center, Denver, CO
• Start Date: 2026-05-18
• End Date: 2026-05-20
• Theme: The Future of Agentic Service

Available Tracks

• AI & Automation
• Voice & Contact Center
• CX Leadership
• Employee Service
• Developer Platform
• Workforce Management
• AI Copilot
• Enterprise Integrations

Session List

Session ID	Title	Track	Start	End	Location	Type	Level	Hands-On
GEN-001	Opening Keynote: Autonomous Resolution at Scale	AI & Automation	2026-05-18 09:00 MDT	2026-05-18 10:00 MDT	Main Hall	Executive Keynote	—	No
AI-104	Building AI Agents Inside Zendesk	AI & Automation	2026-05-18 11:00 MDT	2026-05-18 12:00 MDT	Workshop Room A	Technical Workshop	Intermediate	Yes
VOICE-210	Voice AI and the Modern Contact Center	Voice & Contact Center	2026-05-18 13:30 MDT	2026-05-18 14:15 MDT	Breakout Room C	Customer Case Study	—	No
DEV-310	Extending Zendesk with AWS and Event-Driven Architecture	Developer Platform	2026-05-19 10:00 MDT	2026-05-19 11:00 MDT	Developer Theater	Technical Deep Dive	Advanced	No
CX-402	How Canva Scales AI-Powered Customer Experience	CX Leadership	2026-05-19 13:00 MDT	2026-05-19 13:45 MDT	Main Stage	Customer Spotlight	—	No
AI-515	Copilot, Procedure Builder, and Next Best Actions	AI Copilot	2026-05-20 09:30 MDT	2026-05-20 10:15 MDT	AI Showcase Theater	Product Demo	—	No
OPS-620	WFM + QA + AI Coaching for Enterprise Support Teams	Workforce Management	2026-05-20 11:00 MDT	2026-05-20 11:45 MDT	Operations Hub	Operations Panel	—	No

Keyword / Tag Index

• agentic-ai: GEN-001
• automation: GEN-001, AI-104
• zendesk-ai: AI-104
• copilot: AI-104, AI-515
• voice-ai: VOICE-210
• amazon-connect: VOICE-210
• aws: DEV-310
• integrations: DEV-310
• customer-story: CX-402
• agent-assist: AI-515
• wfm: OPS-620
• quality-assurance: OPS-620