The move to Las Vegas for Enterprise Connect 2026 might as well serve as a metaphor for a CX industry constantly changing.

In the video below, Opus Research’s VP and Lead Analyst Ian Jacobs and Managing Director Peter Headrick talk all things EC 2026 with special attention paid to AI pricing, CX orchestration, and the strategic role of data platforms. Oh, and they also talk beer and pastrami sandwiches.

Here’s a glimpse of what’s covered:

• Pricing Honestly: In an agentic era, the old per-seat, per-minute business models don’t appear long for this world. Maybe the industry needs frank conversations about value? We discuss an interesting conversation with Crescendo.
• Orchestration vs. Agent Sprawl: Exploring who gets to own the AI agent control plane when enterprises are juggling dozens of vendors across end-to-end workflows.
• Does Salesforce Belong in CCaaS?: Examining the Salesforce announcement and what it signals about data becoming a core competitive asset across the entire industry.
• Predictions for EC 2027: What do you think will happen this time next year?

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