Featured Events

  • Welcome Reception

  • Innovations Lab

  • Networking Events

Wednesday, March 1, 2023 - Pre-Conference

9:00 AM – 5:30 PM


1:00 PM – 5:15 PM 

Pre-Conference Sessions

Pre-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 Forum

The Imminent Chatbot Transformation: A New Era to Succeed a Disappointing History

Hosted By: Knowbl

Corporate Attendees Only

2:30 PM – 3:45 PM


Real-World Lessons on Leveling Up Your Customer Experience with Generative AI

Hosted By: IntouchCX & Laivly

4:00 PM – 5:15 PM


How to Create Legendary Social Media Customer Experiences

Hosted By: VXI & LG


5:30 PM – 7:30 PM


Welcome Reception

Sponsored By: Gladly


Thursday, March 2, 2023 - Day 1


7:15 AM 8:15 AM

Breakfast & Registration


8:15 AM 8:45 AM

Conference Kick-off


8:45 AM 9:30 AM


Passion on Purpose: Why Great Leadership Is Driven by Passion

Presented By: Jasmine Green, Nationwide


9:30 AM 10:15 AM

Panel Discussion

Delighting Across the Digital Experience

Moderated By: Movate

10:15 AM – 10:45 AM

Networking Break

Coffee Bar Sponsored By: VXI


10:45 AM – 12:15 PM

Customer Shop Talks

Customer 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: NICE

Unlock 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



12:15 PM – 1:00 PM



1:00 PM – 1:45 PM

Panel Discussion

Creating a Culture Ready for Innovation

Moderated By: AWS

1:45 PM – 2:15 PM

Case Study

How to Minimize Friction and Maximize Efficiency Through Knowledge Management

Presented By: Roku & VXI

2:15 PM – 2:30 PM

Networking Break

Dessert Station Sponsored By: ibex


2:30 PM – 3:15 PM

Panel Discussion

Leveraging Customer Data and Insights to Design, Build, and Run a Winning CX Program

Moderated By: Concentrix

3:15 PM – 4:00 PM


Leading from Any Seat: How a Culture of Empowerment and Engagement Paves the Way for Operational Excellence

Presented By: Wilfred Busby, St. Jude Children’s Research Hospital

4:00 PM – 6:00 PM

Innovations Lab & Cocktail Hour

After 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 Event

Sponsored By: TELUS International


Friday, March 3, 2023 - Day 2

8:00 AM 9:00 AM



9:00 AM 9:30 AM

Conference Opening


9:30 AM 10:15 AM


The Power of Putting People First: Take Care of Your People, and They’ll Take Care of Business

Presented By: Shannon Patterson, Marriott International, Inc.

10:00 AM – 11:15 AM

Moments of Brilliance

Moments of Brilliance are mini case-study sessions.

Building a Resilient Contact Center with AI-Driven Performance Intelligence – Presented By: Pathlight & Ancestry

How Zenni Embraced a Customer-Centric Strategy to Build Loyalty and Deliver an Exceptional Service Experience – Presented By: Gladly & Zenni Optical

The 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 Discussion

Improving CX in the Face of Reduced Resources

Moderated By: Nuance


12:15 PM – 1:00 PM


The Power of Customer Obsession – It’s Beyond Being Customer Centric

Presented By: Julie Weingardt, Turo


1:00 PM – 2:00 PM