CRS Amelia Island FAQs
What is Customer Response Summit (CRS)?
Customer Response Summit (CRS) is a CX leadership event built by leaders for leaders. With dynamic sessions, engaging conversations, and unmatched networking, CRS offers a unique opportunity to align technology with human intelligence — driving meaningful growth and creating lasting impact.
This isn’t just a conference — it’s where the future of CX takes shape.
Who should attend?
Corporate brand leaders driving customer experience strategy within their organizations attend CRS. Sponsoring business partners, their speakers, and their teams are welcome to attend per their sponsorship details.
When does the early bird registration rate end?
Take advantage of early bird registration rates no later than January 22, 2026, at 11:59 PM PT.
What’s included in my conference registration?
What’s included:
- Complete access to the three-day summit, including: general session, breakout sessions, the welcome reception, and networking events.
- A box lunch will be available on day 1.
- Breakfast, networking break snacks, and lunch will be provided on Day 2 and 3.
- Networking opportunities with your CX peers, speakers, and partners.
What’s not included:
- Transportation to and from the summit
- Hotel accommodations
How should I dress for CRS?
There’s no official dress code—but most attendees dress in business casual attire.
How should I dress for The Red Carpet Gala?
Business attire, semi-formal, or formal-wear is appropriate.
Where can I see the conference agenda?
Are there registration discounts available?
Registration discounts may be available for corporate brands attendees who are first time attendees, military veterans, KIA Community members (corporate leaders, request to join), refer a friend, or send multiple attendees. To request a discount, complete the form found here.
Is there a hotel room block rate with a discounted rate for CRS?
Yes, Execs In The Know has reserved a limited number of rooms at a discounted rate for registered attendees at The Ritz-Carlton Amelia Island. The discounted rate ($359 per night for single/double occupancy + applicable taxes) will be available through January 30, 2026 at 5:00pm EST, or until the CRS room block is sold out.
When should I schedule my arrival and departure times?
Join us for the Early Network Nightcap event on Tuesday, February 24 at 7:30 PM. The first session, Leader’s Choice, begins on Wednesday, February 25 . The event concludes after lunch at 12:30 PM on Friday, February 27 . Visit the Schedule at a Glance for more details.
How can I locate the receipt for my registration purchase?
Your confirmation email from [email protected] contains a link to view and print your receipt. If you no longer have your confirmation email, you can visit the registration page to look up your existing registration account and access your receipt.
How do I change/replace/cancel my hotel reservation?
Hotel reservations are made directly between the attendee and hotel. Please contact the hotel directly about name changes, arrival/departure changes, or cancelations. Refer to your individual hotel confirmation email for additional information, including the hotel’s cancelation policy.
What is the CRS event registration cancellation policy?
CRS cancellations must be submitted online via the event registration site or by email to [email protected]. Cancellations received 30 days prior to the start of CRS will be assessed a $195 administrative fee. Note, you must cancel your hotel room reservation rate directly with the hotel.
How can I become a sponsor of CRS?
Contact [email protected] for information and a list of available opportunities to sponsor CRS.
How can I select sessions to create my agenda?
You will receive a confirmation email from [email protected], which allows you to modify your registration to select sessions you’d like to attend. Those selections will appear in the event app when it goes live approximately two weeks prior to the conference.
How can I connect with attendees at CRS?
Prior to CRS, registrants will receive a link to the event app where you can connect with industry peers, manage your schedule, and more.
I have food allergies/intolerances. How can I request special food options?
If you need to request special food options, you can do so when you register. If you’ve already registered, you can adjust your food options by accessing your confirmation email from [email protected]. If you no longer have your confirmation email, you can visit the registration page to look up your existing registration account and edit your food option.
How do I request accessibility accommodations?
If you need any assistance during the conference, please contact us at [email protected] prior to the event to request an accommodation.
How can I view the CRS Code of Conduct?
Execs In The Know Event Code of Conduct
Our Commitment
At Execs In The Know (EITK), we are committed to creating a professional, inclusive, and welcoming environment where every Participant can learn, connect, and thrive. All individuals—attendees, speakers, partners, vendors, volunteers, and staff—are expected to uphold this commitment at the Customer Response Summit (CRS) and all EITK events, whether in-person or virtual.
We celebrate diversity and encourage open dialogue, while maintaining an environment free from harassment, discrimination, intimidation, or any form of inappropriate behavior.
Expected Conduct
Participants are expected to:
- Conduct themselves in a professional, respectful, and considerate manner.
- Contribute to a positive, inclusive, and collaborative environment.
- Respect the diversity of people, ideas, and perspectives.
- Comply with all applicable laws, venue rules, and event guidelines.
- Honor the purpose of EITK events: to share knowledge, foster meaningful connections, and advance the customer experience industry.
Prohibited Behavior
Unacceptable conduct includes, but is not limited to:
- Harassment in any form, including offensive verbal, written, or visual comments related to race, gender, gender identity or expression, age, sexual orientation, disability, physical appearance, religion, ethnicity, political beliefs, or other protected characteristics.
- Inappropriate physical contact, unwelcome sexual attention, or advances.
- Intimidation, stalking, or unwelcome photography/recording.
- Disruptive, disrespectful, or unsafe behavior that interferes with the event or others’ participation.
- Damage to property or violation of venue safety rules.
- Retaliation against anyone reporting a concern.
Reporting Concerns
If you experience or witness inappropriate behavior, please notify an EITK staff member immediately or email [email protected]. All reports will be handled with confidentiality and care. If you or someone else is in immediate danger, contact venue security or local law enforcement.
Consequences
EITK reserves the right to take appropriate action in response to violations of this Code, including but not limited to:
- Immediate removal from the event without refund
- Prohibition from future EITK events
- Referral to law enforcement if warranted
Our Shared Responsibility
Together, we shape the culture of our community. By choosing respect, professionalism, and inclusivity, we ensure CRS and all EITK events remain safe, welcoming spaces where leaders can connect, learn, and grow.
Delivering Care Without Compromise: The Human-Tech Partnership at VisaFrom her first job behind a supermarket checkout to leading Visa’s Global Client Care organization, Katie Beaudry has always understood that customer experience begins with empathy. What once required face-to-face presence has evolved into a world where data, AI, and predictive design enable care at scale — yet the heart of CX remains human. In this keynote, Katie will share how Visa is reimagining every stage of the service journey, building “self-healing” experiences and agentic AI systems that empower both customers and care teams to deliver seamless, personalized solutions in real time. But transformation isn’t about technology alone; it’s about foresight, culture, and connection. Katie explores how her teams are blending human intuition with intelligent automation to deliver care without compromise. She’ll challenge leaders to rethink what preemptive service looks like in practice, how to equip teams for success in an AI-powered ecosystem, and how to keep the human touch alive at a global scale. Attendees will walk away inspired to raise the bar, not just by solving customer problems, but by anticipating them. About Katie Katie leads Visa’s Client Care organization, which is part of Client Services. Client Care’s purpose is to provide superior customer support for Visa’s products and services across a full range of client types, from cardholders whom Visa interacts with ‘on behalf of’ banks and credit unions (our revenue-generating managed services departments), to helping merchants, acquirers, fintechs, and other financial institutions directly with their service queries and technical issue resolution. Client Care has more than 1,500 highly skilled team members who support 18 languages, and our award-winning team annually handles 18M customer touchpoints across six channels, including phone, email, live chat, self-service portals, chatbot, and social media. Before joining Visa in February 2022, Katie spent 13 years with HSBC Bank, both in London and New York. Her first role with HSBC started in Corporate Communications, supporting large, multi-year transformation programs for the Finance and Risk functions. She then moved to New York to lead Employee Communications for the US business and progressed to lead the Customer and Employee Experience teams. Later, she ran the US contact center and international banking organizations. Before HSBC, she was a Senior Corporate and Legal Affairs Manager at Tesco in the UK, handling national media and other public relations. She is a co-active coach trained through the Coaches Training Institute and has a joint first-class honors degree in English and Media from Sussex University, UK. She lives in Florida with her husband and has three children. In her spare time, she enjoys traveling, cycling, and eating out.
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| Meghan Nicholas is a leader in digital transformation, customer experience, and operational strategy. As Vice President of Care Experience and Operations at Walmart, she leads customer and associate contact centers, driving innovations that enhance customer satisfaction while optimizing operations at scale. Meghan is passionate about leveraging technology, data, and AI to streamline processes and eliminate friction in customer interactions.
Before joining Walmart, Meghan held leadership roles in supply chain, operations, and analytics at Peloton, Dollar General, and The Home Depot. With deep expertise in operational strategy and customer care, she has led large-scale transformations that drive efficiency, innovation, and business growth in complex, high-volume environments. She holds a Bachelor of Science in Business Administration from Auburn University.
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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: Lessons from CX Leaders 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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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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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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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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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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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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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 . |
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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 |
TELUS Digital 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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Flip It Live: How Belk Launched Voice AI in Record Time Why talk about launching AI when you can watch it be deployed in minutes? In this interactive session, you’ll see a real retailer, Belk, set up Flip’s Voice AI from scratch to fully operational in minutes, proving what most vendors call “impossible.” Belk’s Senior Director of Customer Experience, Jessica Patel, joins Flip’s Co-Founder and Chief Revenue Officer, Sam Krut, and Vice President of Demand & Partnerships, Shawn Li, to share how the 137-year-old retailer replaced its IVR with a modern Voice AI experience and went from first conversation to launch in only 74 days. They’ll reveal early results from successfully putting customer-facing AI on phones without a long, custom, expensive build, and the early results Belk is seeing in its most important channel. Join this session for laughs, learnings, and a guide for how your brand can launch Voice AI, too. You’ll see and hear:
Watch a brand “flip the script” on phone-channel CX and walk away with a practical roadmap to launch Voice AI.
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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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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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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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 |
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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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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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Trista Miller
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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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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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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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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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