Gold Sponsor
Nuance Communications (Nuance) is a technology pioneer with market leadership in conversational AI and ambient intelligence. A full-service partner trusted by 77 percent of U.S. hospitals and 85 percent of the Fortune 100 companies worldwide, Nuance creates intuitive solutions that amplify people’s ability to help others.
Silver Sponsors
24-7 Intouch is a global customer care and technology company that provides value-driven, future-forward solutions. For over 20 years, we have been the people and technology behind the world’s biggest brands. Our customizable customer care platform uses insights and analytics to build loyalty and increase revenue for our client partners. 24-7 Intouch takes pride in developing top to bottom brand alignment on all our programs while empowering human potential through our emerging technology division, Laivly.
Concentrix Corporation (Nasdaq: CNXC), is a leading global provider of customer experience (CX) solutions and technology, improving business performance for some of the world’s best brands including over 100 Fortune Global 500 clients and over 115 global disruptor clients. Every day, from more than 40 countries and across 6 continents, our staff delivers next generation customer experience and helps companies better connect with their customers. We create better business outcomes and help differentiate our clients through technology, design, data, process, and people. Concentrix provides services to clients in our key industry verticals: technology & consumer electronics; retail, travel & ecommerce; banking, financial services & insurance; healthcare; communications & media; automotive; and energy & public sector. Visit www.concentrix.com.
Dixa is an all-in-one, intelligent customer service platform that equips service agents with everything they need to deliver an exceptional customer experience across all touchpoints. Dixa’s mission is to create connected experiences for brands, employees, and their customers. Established in Copenhagen, Denmark in 2015, Dixa was founded on the principle that there must be a better way to do customer service – one that facilitates value-driven experiences for customers as well as empowers agents to do more than just resolve tickets. In February of 2021, the company acquired the Australian knowledge platform startup, Elevio, to empower agents as well as customers with an AI-optimized knowledge base and contextual experiences. Dixa has expanded globally since its launch and now has offices in Copenhagen, London, New York, Berlin, Kyiv, Tel Aviv, and Melbourne. The company continues to double its revenues year over year and has raised more than $155 million in funding to date, with backing from Notion Capital, Project A Ventures, SEED Capital and recently from General Atlantic.
HGS is a global leader in transforming customer experiences and managing business processes. Solutions include digital CX, back-office processing, contact center operations, and HRO. To create the perfect balance of people and technology, HGS combines deep domain expertise with automation, analytics, and artificial intelligence. Through constant innovation and optimization, HGS grows and builds businesses for the future.
https://hgs.cx/
ibex delivers innovative business process outsourcing, smart digital marketing, online acquisition technology, and end-to-end customer engagement solutions to help companies acquire, engage, and retain valuable customers. Today, ibex operates a global contact center of scale consisting of 34 operations facilities around the world, while deploying next-generation technology to drive superior customer experiences for many of the world’s leading companies across retail, e-commerce, healthcare, fintech, utilities and logistics.
ibex leverages its diverse global team of over 31,000 employees together with industry-leading technology, including its innovative Wave X platform, to manage over 100 million critical customer interactions, driving a truly differentiated customer experience. www.ibex.co/
We’re Customer Care experts with over ten years of experience across hundreds of brands. We’ve collaborated with over 200,000 agents and handle 30 million inquiries per month (and counting)! You know your customers. We know contact centers.
Powered by advanced AI, Machine Learning, and Digital Automation, Laivly streamlines workflows, guides agents to outcomes, and provides them with the toolkit to reach resolutions at warp speed — all while maintaining the empathy that keeps your customers smiling.
We equip friendly humans with intelligent automation to create the best customer experiences on the planet. The future is Laivly.
Teleperformance is a global leader in solution design, business optimization strategies, front-office customer support, and back-office services like finance, accounting, collections, and tech support. With more than four decades of deep, industry-specific expertise and service innovation, Teleperformance offers the market’s most comprehensive service portfolio.
We’ll handle the day-to-day operations while you focus on growing your business.
Bronze Sponsors
Airkit, based in Redwood City, CA, simplifies how self-service customer experiences are made, with a CX Automation Platform that easily integrates with existing systems. Using rich templates and low code, any team can build digital journeys that engage today’s customers. Fortune 500 and digital-first businesses use Airkit to engage digital consumers, accelerate revenue, improve customer service and reduce inefficiency. https://www.airkit.com/
AmplifAI is the AI-Driven People Enablement Platform for employee-centric workforces. AmplifAI transforms employee data into actions modeled after an enterprise’s best-performing people – helping hybrid teams maximize business outcomes, boost productivity and improve engagement. As more companies explore the new generation of hybrid work, innovative leaders and organizations are relying on AmplifAI to enable people, improve performance and make work more fun – wherever work is happening.
Beyondsoft’s Managed Services team is dedicated to one overarching goal: helping your customer support organization run smoothly and effectively. Our team of dedicated consultants uses a data-driven approach and a proprietary AI/ML platform to ensure that your data provides meaningful insights, that issues are addressed proactively, and that your people and processes create the value your business demands. https://www.beyondsoft.com/bpo-service-desk/
CallMiner is the global leader in conversation analytics to drive business performance improvement. Powered by artificial intelligence and machine learning, CallMiner delivers the industry’s most comprehensive platform to analyze omnichannel customer interactions at scale, allowing organizations to interpret sentiment and identify patterns to reveal deep understanding from every conversation. By connecting the dots between insights and action, CallMiner enables companies to identify areas of opportunity to drive business improvement, growth and transformational change more effectively than ever before. CallMiner is trusted by the world’s leading organizations across retail, financial services, healthcare and insurance, travel and hospitality, and more.
www.callminer.com
COPC Inc. provides consulting, training, certification, benchmarking and research for operations that support the customer experience. The company created the COPC Standards, a collection of performance management systems for customer experience operations, customer experience management, vendor management and procurement. Founded in 1996, COPC Inc. began by helping call centers improve their performance. Today, the company is an innovative global leader that empowers organizations to optimize operations for the delivery of a superior service journey. COPC Inc. is headquartered in Winter Park, FL, U.S. and with operations in Europe, Middle East, Africa, Asia Pacific, Latin America, India and Japan.
Directly delivers on-demand customer service for leading Fortune 500 brands.
Think outside the contact center and leverage a flexible network of on-demand freelance experts who have technical expertise and hands-on product experience. Access untapped talent and unprecedented flexibility, while resolving customer inquiries at higher CSAT, faster response times, and lower cost. Customers like Microsoft, Samsung, and Airbnb reduce contact center volume by 40%, boost CSAT up to 20% and save millions per year. https://directly.com/ondemand/
Fin’s Work Insights Platform uncovers powerful insights to improve the productivity of customer operations teams. Our turnkey browser plugin reveals how agents work across any number of SaaS applications to deliver customer experiences. We help companies continuously improve training, workflows, and technology, empowering leaders of some of the world’s fastest growing CX teams to turn their operations into a competitive edge, leading to more productive teams that delight customers.
https://www.fin.com/
Intradiem provides Intelligent Automation solutions that help customer service teams boost productivity, enhance employee engagement, and improve the end-customer experience. Patented AI-powered technology processes the massive quantity of data generated by contact centers and back offices and takes immediate action to support both in-center and remote teams. Customers can count on a guaranteed return on their investment, with a 2X payback typical in the first year and 3-5X in subsequent years. Each year Intradiem powers more than one billion automated actions and helps customers save more than $100 million.
Limitless, the world’s leading GigCX software provider, combines crowdsourcing, AI, and decades of industry know-how to help the world’s leading brands address their biggest customer service challenges.
With its award-winning GigCX software, Limitless enables enterprises to ‘crowdsource’ customer support from their most knowledgeable and passionate customers by handling all aspects of expert onboarding and rewards, inquiry routing and quality control.
Limitless clients experience unprecedented agility and scalability, access to a diverse, on-demand pool of global talent, and greater customer satisfaction and product adoption, at a significantly lower cost than traditional contact centers.
To learn more, visit limitlesstech.com.
Pathlight’s performance intelligence platform allows customer-facing teams to manage performance faster than ever before. By consolidating performance data, coaching, QA, and communication in one place, the platform empowers data-driven management at every layer of the organizational chart.
Pathlight helps employees answer a simple question – ‘How am I doing at work and how can I improve?’—without spending hours sifting through dashboards and spreadsheets. Pathlight serves as an employee’s command center, giving them everything they need—from data to coaching—to manage themselves and hit their goals, and gives executives and managers instant insights into how their teams are performing. www.pathlight.com
PTP is a professional services firm delivering innovative customer service solutions across contact center and CRM platforms that cut costs, enhance investments, and improve customer satisfaction. At PTP, our mission has been and always will be to partner with our clients and build strategic customer service solutions that exceed your every expectation. We believe in becoming a part of the team, taking accountability, and delivering results. Great customer experience drives great results. Learn more at ptpinc.com.
Scuba Analytics is a customer experience analytics platform (and managed service) that enables organizations to break down data silos in order to glean meaningful and actionable insights about their customers’ purchasing patterns, behaviors & product usage, and more. Scuba is used by thousands of users across trillions of data points, including leading Microsoft, SalesForce and Twitter. Learn more at www.scuba.io
Secure Work From Home (WFH)
Tetherfi enables a secure and productive environment for your contact center agents and supervisors that are working from home. Our Secure WFH solution protects your customer’s personal data, ensures business compliance and increases productivity. Furthermore, we enable a collaborative environment between your agents and supervisors, just like working from the office. Our edge-AI camera vision technology provides a privacy preserving solution that can be easily added to your existing contact center solution.
www.tetherfi.com
Upstream Works’ enhanced omnichannel contact center solutions support digital transformation, CX innovation and operational efficiency. We offer a unified agent desktop, digital channel flexibility, seamless integrations to business applications, and simplified team management – enabling context-rich, personalized engagements while improving productivity and agility. Upstream Works has over 15 years of omnichannel expertise and is trusted around the world, helping clients meet their CX goals.
www.upstreamworks.com
Zenarate’s AI Coach helps leading brands develop top performing customer facing teams through AI conversation simulation. Zenarate Customers include 7 of the top 10 U.S. financial institutions, 2 of the top 5 BPOs serving large banks, and leading companies in healthcare, technology, and services industries. For more information, visit www.zenarate.com.
Interested In Sponsoring?
Brands That Have Attended Past Customer Response Summit Events
Our Community By the Numbers
34%
VP and Above
38%
Senior / Director
24%
Senior / Manager
4%
Other
Key Reasons to Sponsor
Enhance Your Credibility
Build trust and establish your brand as a leader.
Brand Awareness & Recognition
Highlight your brand to a captive audience. Sponsors are seen as valuable, supportive industry leaders.
Highly Targeted Marketing
With a high number of VP’s & C-Level executives, you can be sure you’re getting in front of the right people.
Educational Community
Create new relationships and tell your brand story in a collaborative, accepting environment.
Contact Us About Future Opportunities
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The Rise of Multimodal Customer Experience: Are We Moving Too Fast?Omnichannel was promised as the solution to a fragmented customer journey. While it delivered in many ways a new paradigm is taking shape, one defined by multimodal experiences powered by AI, automation, and real-time context. Customers can now move fluidly between voice, chat, video, and digital channels, often without a visible transition. For some, this represents the ideal journey. For others, it can feel as though the human element of customer care is slipping away. As organizations race to innovate, many are unintentionally creating gaps, not just between channels, but between themselves and key segments of their customer base. With varying levels of digital fluency and generational differences, and varying expectations, a one-size-fits-all approach to CX no longer scales. So, the question becomes: In our pursuit of the future, are we leaving parts of our customer base behind? In this candid and forward-looking discussion, CX leaders will explore:
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CX Livewire: Consumer Voices, Real-Time ReactionsCustomer expectations are constantly evolving, and understanding how consumers perceive service, support channels, and emerging technologies is critical for shaping effective CX strategies. In this fast-paced and interactive session, panelists will explore key insights from Execs In The Know’s latest research findings, capturing the perspectives and expectations of CX leaders and consumers. Throughout the discussion, panelists will react to both the research findings and live polling of the CRS audience, creating a dynamic comparison between what consumers say they want and how organizations are currently approaching service delivery. These real-time insights will allow attendees to benchmark their own thinking against the room, while panelists share practical perspectives from inside their organizations on how they interpret, and respond to, shifting consumer expectations. Expect candid reactions, engaging audience participation, and thought-provoking contrasts between consumer sentiment and operational reality. This high-energy session is designed to spark conversation, challenge assumptions, and highlight where CX leaders may need to adapt in order to meet the evolving demands of their customers. |
Agent-Facing AI for CX: Through the Eyes of the AgentFor decades, contact center agents have been expected to act as human search engines navigating complex knowledge bases, policy documents, and fragmented systems to find the right answer for customers. But the emergence of agent-facing AI is beginning to shift that paradigm. Instead of simply retrieving information, modern AI tools can now interpret context, surface relevant guidance, and recommend next-best actions in real time. This panel will explore how CX leaders are deploying AI to transform the agent role, and what this experience is like from the agent’s perspective. Panelists will discuss how tools such as AI copilots, real-time knowledge synthesis, contextual assistance, automated summarization, and predictive assistance are helping agents navigate complex conversations more effectively while reducing cognitive load. At the same time, organizations must carefully balance automation with human judgment, ensuring agents remain empowered decision-makers. Panelists will also address the operational and cultural challenges of introducing AI into the agent workflow including trust, training, governance, and change management. Attendees will hear practical insights (and hopefully firsthand feedback from agents) on what’s working, what’s not, and how agent-facing AI can simultaneously improve efficiency, enhance employee experience, and deliver better outcomes for customers. |
The Next Gen CX Business Plan: Preparing for the Next 3–5 YearsFor years, organizations have piloted AI-powered support, automation, proactive service models, and intelligent self-service. Now, the industry is reaching an inflection point: what happens when these capabilities mature into the standard operating model? The question for leaders is no longer if these technologies work, but how to architect a business plan that thrives once they are fully integrated. Moving from pilot to scale requires a fundamental shift in how we lead. It demands a roadmap for workforce evolution, a commitment to data integrity, and a new definition of “success” that balances efficiency with the human connection customer still crave. What does workforce strategy look like when AI handles a significant portion of interactions? How do roles evolve? What investments must be made now in data quality, governance, and systems integration to support intelligent, proactive service? How is success measured? How do organizations deliver the trust, clarity, and the confidence that define Customer Assurance? In this discussion, CX leaders will explore:
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Customer Assurance: A Leadership Decision, Not a DepartmentCustomer Assurance is not a department or a checklist. It is the confidence customers feel when they know a company will show up with clarity, competence, and care. It is built through leadership decisions that shape how the organization communicates, operates, and responds when something matters most. In an era defined by automation, AI, and no-reply emails, customers are tired of simply being processed. They are asking deeper questions: Do I feel safe doing business with you? Do I trust this experience? Do I believe this company will take care of me when it counts? True assurance is what turns a transaction into trust. It requires more than strong service design. It takes leadership alignment, clear decision-making, and systems that make confidence possible at every stage of the customer journey. That includes how expectations are set, how issues are owned, how employees are empowered, and how technology is used to support rather than distance the customer relationship. In this discussion, CX leaders will explore:
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