Featured Events
Welcome Reception
Innovations Lab
Networking Events
9:00 AM – 5:30 PM |
Registration |
1:00 PM – 5:15 PM |
Pre-Conference SessionsPre-conference sessions allow you the opportunity to engage early with your CX leader peers and to deep dive on a specific subject. By design, these 75-minute sessions will have defined learning objectives, inspire interactive discussions, and provide dynamic engagement through an exercise, a demo, or lively discussion. |
1:00 PM – 2:15 PM |
Tech ForumThe Imminent Chatbot Transformation: A New Era to Succeed a Disappointing HistoryHosted By: Knowbl Corporate Attendees Only |
2:30 PM – 3:45 PM |
WorkshopReal-World Lessons on Leveling Up Your Customer Experience with Generative AI Hosted By: IntouchCX & Laivly |
4:00 PM – 5:15 PM |
WorkshopHow to Create Legendary Social Media Customer Experiences Hosted By: VXI & LG
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5:30 PM – 7:30 PM
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Welcome ReceptionSponsored By: Gladly |
7:15 AM – 8:15 AM |
Breakfast & Registration
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8:15 AM – 8:45 AM |
Conference Kick-off
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8:45 AM – 9:30 AM |
KeynotePassion on Purpose: Why Great Leadership Is Driven by PassionPresented By: Jasmine Green, Nationwide
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9:30 AM – 10:15 AM |
Panel DiscussionDelighting Across the Digital ExperienceModerated By: Movate |
10:15 AM – 10:45 AM |
Networking BreakCoffee Bar Sponsored By: VXI
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10:45 AM – 12:15 PM |
Customer Shop TalksCustomer Shop Talk sessions are small, industry-expert-led discussions on a laser-focused topic. Transforming Customer Experience Best Practices – Presented By: Nuance
Empowering Your Super Agents in the New Era of Customer Engagement – Presented By: NICEUnlock AI/ML-Powered Customer Experience Improvements – Presented By: AWS
The Modern Age of Messaging: The way we communicate with brands is changing. – Presented By: Kustomer
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12:15 PM – 1:00 PM |
Lunch
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1:00 PM – 1:45 PM |
Panel DiscussionCreating a Culture Ready for InnovationModerated By: AWS |
1:45 PM – 2:15 PM |
Case StudyHow to Minimize Friction and Maximize Efficiency Through Knowledge ManagementPresented By: Roku & VXI |
2:15 PM – 2:30 PM |
Networking BreakDessert Station Sponsored By: ibex
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2:30 PM – 3:15 PM |
Panel DiscussionLeveraging Customer Data and Insights to Design, Build, and Run a Winning CX ProgramModerated By: Concentrix |
3:15 PM – 4:00 PM |
KeynoteLeading from Any Seat: How a Culture of Empowerment and Engagement Paves the Way for Operational ExcellencePresented By: Wilfred Busby, St. Jude Children’s Research Hospital |
4:00 PM – 6:00 PM |
Innovations Lab & Cocktail HourAfter a full day of discussions, attendees can see concepts live in action and learn how they can be applied to improve CX in different channels and processes. The comfortable, relaxed setting will be the perfect backdrop for engaged conversations and learning. Sponsored By: Clear Harbor |
6:30 PM – 9:45 PM |
Evening Networking EventSponsored By: TELUS International
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8:00 AM – 9:00 AM |
Breakfast
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9:00 AM – 9:30 AM |
Conference Opening
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9:30 AM – 10:15 AM |
KeynoteThe Power of Putting People First: Take Care of Your People, and They’ll Take Care of BusinessPresented By: Shannon Patterson, Marriott International, Inc. |
10:00 AM – 11:15 AM |
Moments of BrillianceMoments of Brilliance are mini case-study sessions. Building a Resilient Contact Center with AI-Driven Performance Intelligence – Presented By: Pathlight & AncestryHow Zenni Embraced a Customer-Centric Strategy to Build Loyalty and Deliver an Exceptional Service Experience – Presented By: Gladly & Zenni OpticalThe 7 x 24 x 365 Relay Team: Getting the best out of your digital and live agents – Presented By: Inspiro & 1-800-FLOWERS.COM, INC. |
11:15 AM – 11:30 AM |
Networking Break |
11:30 AM – 12:15 PM |
Panel DiscussionImproving CX in the Face of Reduced ResourcesModerated By: Nuance
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12:15 PM – 1:00 PM |
KeynoteThe Power of Customer Obsession – It’s Beyond Being Customer CentricPresented By: Julie Weingardt, Turo
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1:00 PM – 2:00 PM |
Lunch
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