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From Data to Experience: Transforming the Consumer Journey at Michelin Consumer care is evolving, and Michelin is setting a new standard in pairing advanced analytics with human expertise. As a premium brand, Michelin demands a premium consumer experience that anticipates needs and caters to personalized consumer situations. Through innovative technology from IntouchCX and Michelin, agents are empowered with real-time knowledge prompts, surfacing critical information for complex or uncommon scenarios. Combined with AI-driven roleplay and adaptive training, this approach equips agents to operate beyond rigid scripts, balancing autonomy with precision. This also provides the groundwork for better Voice of the Consumer reporting and CRM predictive insights to guide future personalized journeys without overcommunication. Key takeaways:
This session will feature an interactive breakout exercise, giving participants the opportunity to experience the workshop concepts firsthand and apply them in a collaborative setting. Thanks to Our Partner
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How Peloton Fixed Its MSAT Headache Peloton was facing member experience challenges across its global partner network. To fix this problem, Peloton did what any great brand would do: they hit the reset button. The result? A laser-focused turnaround on their new north star metric: MSAT. Join this session to see how Peloton and ibex:
If you want to see how one of the world’s most recognizable brands turned MSAT from a pain point into a proof point, don’t miss this Moment of Brilliance. Thanks to Our Partner
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From Transformation to ROI: AI Lessons from Achieve and Intuit The contact center is at a turning point—leaders are under pressure to deliver efficiency without eroding the customer experience. In this Shop Talk, Todd Stanley, former COO of Achieve and former senior CX leader at Intuit, will share candid lessons from years of leading large-scale transformations. Drawing on his experience deploying enterprise AI, Todd will discuss how organizations can:
In this session, we’ll explore what’s next for contact centers as AI Agents move from concept to reality, reshaping how routine work is handled and how human expertise is elevated. Leaders will gain perspective on how to prepare their organizations today to capture these opportunities tomorrow. Thanks to Our Partner
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Building Empathetic Voice AI: Architecting Real-Time Conversations at Scale What makes a voice AI experience feel genuinely human? It’s not just about getting the words right. It’s about understanding tone, intent, and emotion in the moment, and responding in a way that builds trust. Behind every seamless voice experience is a complex orchestration of intent recognition, sentiment analysis, and real-time decisioning. This workshop takes you inside the engine of a truly AI-native voice platform where you’ll explore how LLMs, NLU, and proprietary tuning come together to create voice agents that actually feel human. Through a live product demo, you’ll see what’s possible when empathy meets engineering. This workshop will explore:
Thanks to Our Partner
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The Talent Shift: Hiring, Training, and Compensation in an AI World Customer expectations aren’t the only thing evolving, so are the people behind every interaction. As AI and automation continue to reshape the contact center, they’re not just enhancing tools and workflows; they’re fundamentally transforming the agent role itself. In this new era, agents are expected to do more than follow a script. They’re problem solvers, brand ambassadors, and emotional first responders—navigating increasingly complex issues that require both high-tech fluency and high-EQ finesse. These changes are pushing organizations to rethink everything: how we recruit and train, how we compensate and support, what skills matter most in the modern CX workforce, and how entirely new roles may emerge. This panel brings together CX leaders to unpack how AI is reshaping the future of work: redefining the skills we hire for, influencing compensation models, and transforming how training, reskilling, and upskilling are delivered and absorbed. As the role of the agent evolves—shifting from repetitive tasks to higher-value, empathy-driven work—companies must balance automation with human augmentation and adopt strategies for building and supporting a workforce prepared to meet the demands of a more complex, tech-integrated customer experience. The future is faster, smarter, and more connected but success depends on leading with intention, investing in emotional intelligence, and designing roles that elevate both technology and humanity.
Thanks to Our Partner |
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A Masterclass in CX Technology Sourcing Choosing the right customer experience (CX) technology partners isn’t just a procurement decision—it’s a strategic one. From discovery to delivery, the way you source, evaluate, and manage technology solution providers can make or break your ability to deliver seamless, high-impact customer experiences. In this expert-led panel, seasoned CX leaders will guide you on techniques to find and evaluate the best providers to deliver on your business requirements. You’ll hear real-world examples and gain practical tools for maximizing value from your technology partnerships while staying agile in a fast-evolving digital landscape.
Whether you’re looking to optimize current vendors or source new technology, this panel will offer a blueprint for smarter, more strategic CX technology decisions.
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Board Panel: The Signals We’re Missing In a world flooded with dashboards and metrics, the loudest signals often steal the spotlight—while the most powerful insights go unheard. This panel explores what it means to truly listen to the silent majority of customers: those whose feedback isn’t captured in traditional surveys, whose experiences are filtered through cultural bias, or whose voices are lost in outdated listening systems. Join the EITK Advisory Board as they challenge the current state of customer listening by asking hard questions:
We’ll also explore how AI-powered sentiment detection can help uncover unspoken truths and emerging emotions—if applied with intention and ethics. From tuning into passive signals to reshaping how and where we listen, this conversation will open new possibilities for creating a listening culture that is inclusive, intelligent, and alive. If we want to meet customers where they are, we must hear even what they don’t say. The future of customer experience depends not just on collecting more data—but on listening differently.
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Flip It Live: Experience Launching Voice AI In Real-Time Why talk about launching AI when you can watch it be deployed in minutes? In this live, hands-on session, you’ll experience what most vendors would call “impossible”: setting up a real retailer on Flip’s Voice AI, from scratch to fully operational. Come see how its possible to fully launch a brand in minutes, delivering instant results for the phone channel in less time than it takes to get through a support queue.
Thanks to Our Partner
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The AI Menu in Action: Reimagining the Customer Journey with AI at Every Phase AI has the potential to transform every touchpoint of the customer journey, but only if leaders know where and how to apply it for measurable impact. In this highly interactive session, you’ll work alongside fellow CX decision-makers to identify critical challenges across the pre-interaction, interaction, and post-interaction phases. Using “The AI Menu” as a framework, you’ll explore real-world examples, from AI Receptionists and Intelligent Virtual Agents that predict customer needs to AI-powered analytics that uncover post-call insights, and co-create targeted, AI-driven strategies to overcome these challenges. You’ll leave this session with actionable opportunity statements, fresh perspectives from your peers, and practical tools to integrate AI across your customer engagement processes. Whether you’re optimizing the moments before a customer ever speaks to an agent, enhancing live interactions with real-time intelligence, or using post-call insights to drive continuous improvement, this session will equip you to design seamless, impactful customer experiences powered by AI at every phase. Thanks to Our Partner |
 Glen Tillman
Senior Director Product Marketing |
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Next-Gen Agent Onboarding: How Reddy and Morgan & Morgan Transformed Training Outdated training tools are failing modern customer service agents—leaving them underprepared, under-coached, and overwhelmed. In this interactive Shop Talk, Reddy invites you to step into the shoes of a newly hired agent navigating legacy onboarding and the daily grind of frontline support. Through hands-on simulation, reflection, and role-play, you’ll uncover the gaps in traditional enablement and see why it’s time to get your LMS truly “Reddy” for your agents. Key Takeaways:
Thanks to Our Partner
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Transforming Your Contact Center into a Modern Resolution Engine For too long, themes in CX have been focused on deflection, asking, “How many customers can we avoid?” The more meaningful question is: “How can we resolve their issues?” Customers don’t care how many steps you eliminated in your workflow or how much faster your team completed their post-call dispositions. They care about one thing: Was my problem solved quickly and effectively? As CCaaS continues to evolve, contact-center leaders must meet ever-higher demands for efficiency, personalization, and seamless omnichannel service. Teams can no longer tolerate half-baked channels, siloed agents, or reporting nightmares. Today, they’re embracing AI-powered, unified workspaces that weave rich contextual data with intelligent, empathy-driven tools so every interaction becomes fast, personal, and on-brand at scale. In this session led by Zendesk, you’ll explore real-world examples of contact centers around the world that have:
You’ll walk away with actionable strategies to transform your contact center into a modern resolution engine by:
Thanks to Our Partner
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Unlocking Call Center Revenue: How Princess Cruises is Driving Growth Most call center agents spend more time figuring out who to call or what to say than actually talking to guests. Princess Cruises is flipping that model — using AI and real-time data to put the right leads, the right insights, and the right timing directly into agents’ hands, making their jobs easier and more rewarding. Join Alvin Stokes, VP of Global Reservation and Guest Services at Princess Cruises, and Scott Sahadi, CEO of harpin AI, as they reveal how new tools are helping agents close more bookings with less guesswork. You’ll learn how Princess Cruises is:
This isn’t about more calls. It’s about smarter calls that convert — faster. If you want to see what significant MoM revenue growth looks like in action, don’t miss this.
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Pilot with Precision: Aligning Generative Agent Pilots to Risk Tolerance and ROI Launching a generative AI pilot is easy. Launching the right one—one that aligns with your risk tolerance, delivers measurable outcomes, and sets you up to scale—is far more difficult. Presented by ASAPP and PTP, this session will help CX leaders to choose, test, and take generative agent pilots to the next level, with confidence. You’ll explore:
If you’re looking to quickly accelerate your AI journey and maximize ROI—without overpromising or overengineering—this session is for you.
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Designing the Modern Contact Center Experience: Human + AI Collaboration, Omnichannel Orchestration, and Voice Platform Transformation As customer expectations evolve and AI continues to reshape service delivery, contact centers must transform into agile, intelligent experience hubs. This forward-looking workshop explores how to design the modern contact center by integrating the best of human empathy, agentic AI, and omnichannel strategy. Participants will dive into how to orchestrate seamless journeys across voice, chat, email, and social, creating consistent experiences regardless of channel. We’ll explore how to modernize legacy systems and elevate voice platforms through next-generation IVR (NGIVR) and agentic AI that empowers agents and streamlines customer interactions. A key focus will be on Human + AI collaboration: learning how to optimize handoffs between bots and humans, design emotionally intelligent experiences, and deploy next-gen agent assist tools that elevate frontline performance. Through practical frameworks, real-world case studies, and collaborative exercises, attendees will leave with a better understanding of:
A must-attend session for contact center leaders focused on delivering measurable, strategic value through every customer interaction. Thanks to Our Partner
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How AI Is Powering the Next Wave of Omnichannel Customer Service Today’s customers don’t think in channels. They expect fast, personalized support, wherever they are. From chat and social to messaging apps, email, and phone, customer service is now omnichannel. But with this flexibility comes a new challenge: delivering consistent, contextual, and cost-effective service at scale. In this session, Freshworks will explore how AI is transforming customer support across every channel, not by adding more tools, but by making every interaction smarter. Through a live demo and collaborative discussion, they’ll break down how Freddy AI works across chat and email to resolve common queries, empower agents with insights, and simplify tool complexity. You’ll get a practical look at how it all comes together, including:
Attendees will leave with clear strategies for scaling intelligent support without sacrificing the human touch.
Thanks to Our Partner
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The Human Advantage: Why People Still Power Great CX in the Age of AI In an era dominated by AI and automation, it’s easy to lose sight of what’s most critical in delivering standout customer experiences: the people making them happen. Amid the tech-driven transformation of CX, one truth remains—companies that thrive are those where agents, and the teams supporting them, are engaged, empowered, and equipped to deliver at a high level. In this dynamic session, Terri DeMent, Director, Consumer Engagement at Nestlé Purina—and Amy Bouthilet, VP of Global Talent at Alta Resources, a leading end-to-end CX BPO, discuss what it truly takes to build and sustain an employee-first culture. Drawing from real-world examples, they’ll share the challenges and breakthroughs of scaling engagement across complex enterprises, and how placing people at the core of CX operations leads to measurable impact—from improved customer satisfaction scores to stronger revenue performance. With a 9-year partnership with Gallup, Alta’s proven approach to employee engagement and leadership development has redefined how to embed culture into the everyday fabric of CX delivery. Attendees will gain actionable strategies to overcome barriers, develop engaged teams, and elevate both employee and customer outcomes in a world increasingly shaped by technology. Key Takeaways:
Join us to discover why, amid rapid technological change, people still drive CX success.
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CX Livewire: Polling, Predictions, and Instant Feedback This fast-paced session brings together a panel of CX leaders who are deeply immersed in the challenges and opportunities facing the industry today. Drawing on their diverse backgrounds and day-to-day leadership, panelists will explore what’s driving progress, what’s standing in the way, and how leading organizations are turning insight into impact. Attendees will walk away with a clearer view of the CX landscape, real-time benchmarking from peer responses, and fresh strategies they can apply within their own teams. By pairing live polling with Execs In The Know’s latest research report’s core findings, we’ll use the session to test predictions, validate (or challenge) existing data points, and capture what’s changed in real-time. This approach gives attendees a rare opportunity to see how their organization stacks up, where their peers are headed, and what strategies are gaining traction across industries right now.
Thanks to Our Partner |
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TripAdvisor’s Playbook for AI That Gets 5-Star Reviews: How to Avoid the Implementation Mistakes That Break Customer Experience You’ve seen the pattern: AI projects that start strong, then somehow make everything more complicated. What looked like a quick win turns into months of integration headaches, frustrated teams, and executives asking uncomfortable questions about ROI. TripAdvisor made this exact mistake. Then Tim Barker and his team developed a holistic approach that transformed their entire customer support operation—dramatically improving resolution times while reducing costs and boosting agent satisfaction. In this hands-on session, Tim and Laivly’s Matt Bruno will walk you through the same methodology that delivered these results. What You’ll Experience Real-World Case Study Strategic Framework Deep-Dive Interactive Workshop Walk out with your personalized AI workflow map and phased implementation plan.
Thanks to Our Partner
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Reality Check: Are AI & Automation Living Up to Their Promise in CX AI and automation are no longer emerging tools; they’re embedded in the DNA of today’s CX strategies. From transforming contact centers to driving operational efficiency and delivering more seamless customer interactions, they’ve promised smarter, more seamless customer experiences. But are they delivering? This panel takes a clear-eyed look at what’s really happening after implementation. What gains have proven sustainable? Where are expectations falling short? And how are CX leaders rethinking their approach as they face the hard truths of integration, training, measurement, and impact? You’ll hear from leading brands on navigating the evolving balance between humans and machines, including how they’re redefining agent roles, capturing the right metrics, and translating the voice of the customer into iterative, AI-fueled improvements. Whether you’re scaling automation or just beginning to integrate AI pilots, this session offers grounded insights, honest lessons, and forward-looking guidance for building the intelligent contact center of tomorrow. Thanks to Our Partner
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From Contact Center to Experience Center: The Truist Transformation What happens when a leading financial institution elevates care to the core of its service model? At Truist, that shift is redefining how the organization designs customer and employee experiences across its contact centers. Kimberly Dorsett, Executive Vice President and Head of Truist Care Centers, will share how the company is applying a care-first mindset, powered by AI and innovation, to reshape frontline engagement and reduce complexity for customers and employees. From a patented client summary tool that provides instant insight into the full customer journey, to intelligent channel optimization that removes friction, Truist is investing in solutions that fuel personalization and empathy. This keynote explores how the brand is designing operational frameworks around trust, connection, and purpose, and why that matters more than ever in a digital-first world. Attendees will walk away with inspiration to bring clarity, care, and human value into their own transformation efforts.
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RingCentral, Inc. (NYSE: RNG) is a leading provider of AI-driven cloud business communications, contact center, video and hybrid event solutions. RingCentral empowers businesses with conversation intelligence, and unlocks rich customer and employee interactions to provide insights and improved business outcomes. For more information, visit: ringcentral.com . |
Sierra is the platform that helps businesses build better, more human customer experiences with AI. Founded by industry veterans Bret Taylor and Clay Bavor, Sierra enables companies to deploy autonomous AI agents that provide fast, personalized, always-on support across channels. Trusted by brands like SiriusXM, Sonos, and ADT, Sierra’s flexible model meets customers where they are—offering everything from enterprise-ready, fully supported deployments to build-your-own no-code journeys. Both CX and Engineering teams can move fast, choosing the right approach to fit their evolving needs. For more information, visit: sierra.ai |
 ibex delivers innovative BPO, smart digital marketing, online acquisition technology, and end-to-end customer engagement solutions to help companies acquire, engage and retain customers. ibex leverages its diverse global team and industry-leading technology, including its AI-powered ibex Wave iX solutions suite, to drive superior CX for top brands across retail, e-commerce, healthcare, fintech, utilities and logistics.For more information, visit: www.ibex.co |
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Powered by purpose, TELUS Digital leverages technology, human ingenuity and compassion to fuel remarkable outcomes and create inclusive, thriving communities in the regions where we operate around the world. Guided by our Humanity-in-the-loop principles, we take a responsible approach to the transformational technologies we develop and deploy by proactively considering and addressing the broader impacts of our work. Learn more at: telusdigital.com |
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More Than a Game: Creating Legendary CX One Fan at a Time Sports have a unique superpower: they unite generations through a shared passion for players, teams, and events. They break down barriers, find common ground, build connections, and create memories that last a lifetime. In today’s CX landscape, increasingly dominated by AI, automation, and efficiency, how can brands still harness those emotional connections to fuel the future of customer experience? Keynote Maureen Barnett, Vice President of Global Fan Experience at Fanatics, will discuss how leading brands can transform traditional service centers into vibrant experience hubs. She’ll also share how Fanatics redefined the role of customer service agents as true brand ambassadors, empowered to create delight through meaningful, personal connections. From designing a “full-circle” connection model that will boost performance to blending innovative technology with human warmth, Barnett offers practical strategies for delivering experiences far beyond the transaction. Attendees will walk away with a decisive shift in perspective that will challenge what’s possible and inspire them to reignite frontline engagement and delight customers. The real magic happens when your customers and employees don’t just engage with your brand but also believe in its experience.
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Elevating the Ride: The Journey to Best-in-Class Peloton Member Services Get ready for an exclusive look behind the scenes of Peloton’s journey. The highs, the pivots, and the powerhouse moves that keep Peloton’s Members cheering. Join keynote speaker Dawn Spring, Senior Vice President of Global Member Services at Peloton as she shares her journey over the last two years streamlining operations and elevating every touchpoint. Dawn has led with heart, hustle, and a relentless focus on connection. This session offers a candid look at Peloton’s transformation. You’ll hear how bold shifts have helped Peloton reimagine Member support. From connecting with game-changing partners, integrating new tech, and tapping into the power of AI, Dawn has helped catapult Member experiences to the next level. With a Member base as passionate as Peloton’s, it required leadership that could match their enthusiasm! Energetic and enthusiastic, Dawn brings a contagious passion for people to her role. It’s been a wild ride of transformation for Peloton’s Member Support Team — and they’ve emerged stronger than ever. It took some serious grit and a whole lot of heart, but they remain laser-focused on delivering an exceptional Member journey. This keynote promises to be an exciting deep dive into how Peloton has leveled up to deliver Member services that are just as legendary as its content and rockstar instructors, all for its incredible Peloton family.
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The Power of Perspective: Leading with Clarity and Courage in a Distracted World We live in an age of constant noise, where information overload and endless distractions threaten our ability to focus. In times like these, effective leadership hinges on one critical skill: controlling perspective. This high-energy, insightful talk explores how leaders can rise above the chaos, define what matters, and guide their teams with clarity and courage. Drawing from personal stories of playing quarterback in the NFL and leading one of the largest churches in the country, Travis Brown unpacks practical strategies for filtering information, identifying wise voices, and adjusting leadership altitude to see the bigger picture. His message is a call to courageous leadership, where clarity isn’t just a skill, but a choice leaders must make in the face of complexity. Attendees will leave equipped to simplify the noise, stay grounded in purpose, and create environments where teams focus on what truly matters. Travis is a former NFL quarterback and a pastor at one of the largest churches in the country. He is also the founder of 180 Sports, a nonprofit committed to transforming the culture of sports through training, scholarships, and equipment. With a unique blend of high-performance leadership and grounded wisdom, Travis speaks to both teams and individuals seeking to lead with purpose. With years of experience leading both on and off the field, he now inspires, challenges, and equips leaders to navigate high-stakes environments with clarity, resilience, and intention.
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Trista Miller
TELUS Digital
