7:30 PM - 10:00 PM Networking Nightcap - An Early Arrival Evening Social Event
Sponsored By:CustomerServ

Take advantage of all the things the resort and Palm Springs have to offer before you head to the Networking Nightcap.

The JW Marriott Desert Springs Resort & Spa is a sprawling oasis set against the stunning backdrop of the Santa Rosa Mountains. With over 400 acres featuring private lakes and waterways, the Summit venue offers an array of amenities. While you are here, we encourage you to take advantage of amenities, including:
  • Two 18-hole Ted Robinson-designed golf courses, mini golf, five resort pools, and tennis and pickleball courts
  • An expansive 30,000 sq. ft. atrium lobby home to exotic birds.
  • Picturesque gondola rides on the lakes among swans and flamingoes.
  • Ten resort restaurants featuring a variety of unique culinary experiences.
  • Unwind on your room’s private balcony to savor breathtaking desert sunsets.
  • Additional facilities include an expansive spa, fitness center, yoga classes, a full-service shopping alley, herb garden, and a convenience store.
  • Located just minutes from Palm Springs and the renowned El Paseo shopping district.
  • Hit one of the best trails, just outside of Palm Desert (don’t forget your water bottle).

Tuesday, September 24, 2024 - Opening Day


8:30 AM – 7:30 PM Registration

9:30 AM - 10:30 AM Leaders Choice: "Challenge and Opportunity" Session

Join us for a highly interactive Leader’s Choice: “Challenge and Opportunity” Session. Attendees will work together in a fun exercise to identify opportunity statements and document the necessary components to create a foundation for overcoming some of the top challenges in the industry.

10:45 AM – 12:15 PM Executive Luncheon
By Invitation Only
Sponsored By: Zendesk

12:30 PM – 5:30 PM Opening Day Tech Forum & Workshop Sessions

Opening Day sessions allow you the opportunity to engage early with your CX leader peers and to deep dive on a specific subject. By design, these 90-minute sessions will have defined learning objectives, inspire interactive discussions, and provide dynamic engagement through an exercise, a demo, or lively discussion. Each session is unique, for a total of six sessions. Simply choose between a Tech Forum or Workshop topic for each scheduled session time.

12:30 PM - 2:00 PM Tech Forum
Corporate Attendees Only
People & Process Workshop
Corporate Attendees Only

2:15 PM - 3:45 PM Tech Forum
Corporate Attendees Only
People & Process Workshop
Corporate Attendees Only

360° Employee Engagement: A Better Way to Exceptional Customer Experiences

Hosted By: OP360


4:00 PM - 5:30 PM Tech Forum
Corporate Attendees Only
People & Process Workshop
Corporate Attendees Only

Transform the Agent Experience through AI Integration

Hosted By: COPC


5:30 PM - 7:30 PM Welcome Reception
Sponsored By: Gladly

7:30 PM - 10:00 PM Executive Dinner
By Invitation Only
Sponsored By: ibex

Wednesday, September 25, 2024 - Day 2


7:15 AM – 8:15 AM Breakfast & Registration

8:15 AM – 8:45 AM Conference Kick-off

8:45 AM – 9:30 AM Keynote
Presented By: Renee Horne
Chief Marketing & Customer Experience Officer
Chase Auto

9:30 AM – 10:30 AM Audience Interactive Panel

10:30 AM – 11:00 AM Networking Break

11:00 AM – 12:30 PM Customer Shop Talks

Customer Shop Talk sessions are small, industry-expert-led discussions on a laser-focused topic. Attendees will pick two of the four available 40-minute sessions.

12:30 PM – 1:30 PM Lunch 

1:30 PM – 2:00 PM Panel Discussion

Using AI to Unlock CX Excellence and Improve Support Team Effectiveness

Moderated By: Gladly Software INC

Todd Montgomery
Executive Vice President, Customer Engagement & Support

Lisa Diehl
Director, Customer Care

2:00 PM – 2:30 PM Case Study

2:30 PM – 2:45 PM Networking Break

2:45 PM – 3:15 PM Panel Discussion

3:15 PM – 3:45 PM Keynote

Path to Transformation: Rebuilding Our Foundations for Success

Presented By: Kimberly Masters
Senior Group Director
Sam's Club

3:45 PM – 5:45 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 – 9:30 PM Evening Networking Event

Thursday, September 26 - Day 3


7:30 AM – 8:30 AM Breakfast & Registration

8:30 AM – 9:00 AM Conference Opening

9:00 AM – 9:30 AM Keynote

Future of Service Delivery:  Innovating through Next-Gen Personalization, Automation, and Service Excellence

Presented By: Amanda Wiltshire-Craine
Senior Vice President &
Head of Global Customer Services

9:30 AM – 10:45 AM Moments of Brilliance

Moments of Brilliance are mini case-study sessions. Attendees can choose two of the four 25 minute-sessions.

10:45 AM 11:15 AM Networking Break

11:15 AM – 11:45 AM Panel Discussion

11:45 AM – 12:15 PM Keynote

Leading with Purpose: The Role of Customer Experience in Growth and Innovation

Presented By: Emily Sarver
Vice President of Customer Experiencer

12:15 PM – 1:00 PM Lunch