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There is something about Las Vegas before a big conference. The carpets are loud. The coffee is strong. Everyone walks quickly, as if late for something important.
And this year feels… slightly tense.
I recently spent 15 minutes speaking with Eric Krapf, Program Chair of Enterprise Connect. It was meant to be a straightforward preview.
It became something a bit more revealing.
Watch the full 15-minute video on YouTube.
If you prefer the short version, here is what stood out.
“This Is the Year You Have to Show Results”
Eric said something that lingered:
“Something like 70% plus of CIOs said they feel like they have to show results this year — or else there are going to be consequences.”
You could almost hear the gulp.
The AI honeymoon phase appears to be over.This year feels less like experimentation… and more like performance review.
No one wants to be the person who championed a very expensive pilot that quietly disappeared.
The Boldest Title on the Agenda
There is a keynote called:
“What If AI Never Pays Off?”
It is not exactly subtle.
But perhaps that is the point. As Eric put it:
“Can someone articulate the payoff in a concise way that helps guide investments?”
It is a fair question. Slightly uncomfortable. Possibly overdue.
If you are signing off on AI budgets, you may want a seat near the front.
AI: Quick Wins, Not Grand Visions
When generative AI first burst into enterprise life, the mood was urgent. Move fast. Don’t get left behind.
Now the tone has shifted.
“There’s much more emphasis on getting quick wins… building credibility and momentum.”
In other words: prove it works.
Expect sessions on:
High-impact, practical use cases
Responsible deployment
Security and compliance
Sustainable AI strategy
It feels more measured. Less hype. More spreadsheets.
Oddly reassuring.
CX vs Agent Burnout
One session asks a question that feels almost philosophical:
What are humans going to do in the contact center of the future?
Eric put it plainly:
“If the only thing agents handle are complex interactions… now all you have is angry people calling you all day.”
You can see the dilemma.
AI removes the routine.Humans inherit the emotionally charged.
Efficiency improves. But at what cost?
This year, that tension is not being brushed aside. It is being examined.
And perhaps that is progress.
Hybrid Work: Still a Bit Messy
Hybrid work is no longer new. But it is still, somehow, unfinished.
Eric highlighted the operational challenge:
“Rolling it out at scale in a way AV and IT teams can support — and that gives users the experience they want.”
Which sounds simple. It rarely is.
Themes include:
Standardisation versus bespoke room builds
Interoperability puzzles
Optimising video estates
Smarter meeting environments
The promise of seamless collaboration remains attractive.
The reality… occasionally less so.
Security Is No Longer Optional
One statistic stopped me slightly in my tracks:
“85% of enterprises have been targeted with deepfakes.”
That is not a niche concern. That is mainstream.
Security this year is not a breakout topic hiding in a side room. It is central.
Expect:
Identity and deepfake sessions
Collaboration security deep dives
A keynote panel featuring leaders from Mastercard, LA County DCFS and Amicus Therapeutics
Enterprise communications is no longer just about connecting people.
It is about trusting what you see and hear.
Which feels rather important.
The Quietly Powerful Roundtables
The Strategic IT Leadership Roundtables are vendor-free and off-the-record.
Eric described them like this:
“When you get in the room together, you can kind of air it out.”
No slides.No pitches.Just leaders comparing notes.
Sometimes the most valuable conversations happen away from the expo floor noise.
Don’t Leave Before the Locknote
Eric’s final tip was simple.
Stay for the Thursday Locknote.
Analysts who have absorbed three days of content will distil the themes, the surprises, the undercurrents.
It is the moment where everything is supposed to make sense.
Resist the early airport dash. Even if you are tempted by a quieter gate and a reasonably priced sandwich.
If your agenda still looks like a blank Word document, start here:
Read the full UC Today Event Guide to Enterprise Connect 2026https://www.uctoday.com/unified-communications/your-ultimate-guide-to-enterprise-connect-2026-navigate-vegas-like-a-pro/
It covers:
Must-see sessions
Booth strategy
AI, CX and security priorities
Networking guidance
What to focus on if time is tight
Save it to your phone. Future-you will be grateful.
There is still time to register.
Register here:https://enterpriseconnect.com/
March 10–12Caesars ForumLas Vegas
The Bottom Line
This does not feel like a year of shiny optimism.
It feels more serious.More accountable.Perhaps even slightly grown-up.
Enterprise Connect 2026 is not just about what is possible.
It is about what works.
And in a market moving as quickly as this one… that distinction matters.
If you are heading to Vegas, go prepared.
If you are hesitating, this may be the year that shapes the next few.
See you there.
— Rob Scott, UC Today + CX Today
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