Heart of Service Summit 2026

Wednesday

July

1

,

2026

9:00AM

–

3:30PM

AEST

Heart of Service Summit 2026

AI agents are already handling 41% of tier-1 service interactions. Is your team ready to work alongside them for the other 59%?

The Heart of Service Summit is where service leaders move past the hype of AI experimentation — and into the playbook for trusted, accountable enterprise execution.

Register Now

Beyond the Demo: Architect the Future of Trusted Enterprise Service

The future of service is agentic, and the 2026 reality isn't just about working faster—it’s about turning intelligence into accountable action.

Join Sydney’s top Service and IT leaders at the exclusive, in-person Heart of Service Summit Sydney to redefine what’s possible. Discover how AI-powered innovation is transforming Voice, Contact Centres, Employee Service, and Field Service. Don't just watch the next frontier; see the exact, step-by-step blueprints of how top brands are partnering human teams with Agentforce Service inside governed business systems. Bring your toughest operational bottleneck and leave with the architecture to fix it. Are you ready?

Why Attend:

Be Inspired: Explore the latest market insights and product innovations shaping the future.

Real-World Results: Hear firsthand transformation stories from customers driving outsized results with their service implementations.

Expert Access: Get direct, one-on-one time with technical specialists in our dedicated "Ask the Expert" sessions.

Peer Networking: Connect with a community of leaders to share strategies for the road ahead.

Speakers

Karina Egan

GM, Business Enablement
LMG

Theo Hnat

Group Technical and Innovation Manager

Mainmark

Shilpa Ramaswamy

Product Management Senior Director
Salesforce

David Brown

Vice President & Chief Customer Officer, Service Cloud
Salesforce

Muddu Sudhakar

Senior Vice President & GM, Agentforce IT Service & HR Service
Salesforce

David Stone

Regional Vice President

Service Cloud
Salesforce

AI agent adoption in customer service has surged 1.7x in just one year - skyrocketing from 39% in 2025 to 66% in 2026.

State of Service: AI Agents Edition 2026

Agenda

9:00Am

Arrival and Registration

9:30AM

Service Excellence in the AI Era: What Leading Service Organisations Do Differently

Key Insights on how service leaders globally are using AI to get ahead, and their learnings along the way.

10:00Am

Laying the Foundations Today for Tomorrow’s Customer and Employee Experience

The steps you can take today to deliver a seamless service experience to your customers and employees now and into the future.

10:40Am

Morning Tea

11:00Am

The Future-Proof Contact Centre: Innovations That Matter

We showcase the latest innovations that are shaping the Service experience.

11:30Am

Customer Panel: How to deliver a successful service implementation

Customers share their learnings on what it takes to deliver a successful service transformation across a complex organisation.

11:50Am

Agentforce IT Service: Reinvent the Employee Experience

Learn how you can power faster, smarter support and better employee experiences with Agentforce IT Service

12:20pm

Networking Lunch

1:30pm

Ask The Expert: Dedicated time with Service and Product Leaders

Connect with us to discuss our future roadmap, your service implementation, or to get hands-on with the latest tech.

2:30pm

Networking Afternoon Tea

3:30pm

Event Concludes

Agenda

Day 1

1:00pm ET

Session Title

Session description goes here. Salesforce has sought to change the world for the better through technology that builds stronger relationships. Between companies and their customers. Between employees and far-flung teams.

Speaker Name • SPEAKER NAME • SPEAKER NAME

1:00pm ET

Session Title

Session description goes here. Salesforce has sought to change the world for the better through technology that builds stronger relationships. Between companies and their customers. Between employees and far-flung teams.

Speaker Name • SPEAKER NAME • SPEAKER NAME

Day 2

1:00pm ET

Session Title

Session description goes here. Salesforce has sought to change the world for the better through technology that builds stronger relationships. Between companies and their customers. Between employees and far-flung teams.

Speaker Name • SPEAKER NAME • SPEAKER NAME

1:00pm ET

Session Title

Session description goes here. Salesforce has sought to change the world for the better through technology that builds stronger relationships. Between companies and their customers. Between employees and far-flung teams.

Speaker Name • SPEAKER NAME • SPEAKER NAME

Sponsors

Platinum

Gold

Silver

Sponsor

Logo, Inc.

Logo Inc., our esteemed event sponsor, is a pioneering force in the industry, committed to driving innovation and excellence. With a proven track record of delivering top-notch solutions, Logo Inc. is at the forefront of design, providing cutting-edge services that empower businesses to thrive in the digital age.

More info

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Add some variable content here. Learn the art of customer relationship management with Salesforce CRM. Explore strategies to build lasting customer connections, improve engagement, and drive business growth.

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Feature

Data Security 360: Safeguarding Your Business in the Salesforce Ecosystem

Navigate the landscape of data security within Salesforce. Understand best practices, compliance measures, and cutting-edge tools to ensure the confidentiality and integrity of your business data.

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