Agenda

Tuesday, September 16
7:30 AM – 9:30 PM Networking Nightcap – An Early Arrival Evening Social Event
Wednesday, September 17
6:30 AM CX in Motion: A Walking Tour of San Diego
8:30 AM – 5:00 PM Registration
9:30 AM – 10:30 AM Leader’s Choice: Challenge and Opportunity Session
12:30 PM – 4:00 PM Opening Day Tech Forum & Workshop Sessions
4:15 PM – 5:15 PM Practitioner Pop-up: Problems and Possibilities
5:30 PM – 7:30 PM Welcome Reception
Thursday, September 18
7:15 AM – 8:15 AM Breakfast & Registration
8:15 AM – 12:30 PM Conference Kickoff
12:30 PM – 1:30 PM Lunch
1:30 PM – 4:15 PM General Session
4:15 PM – 6:00 PM Innovations Lab & Cocktail Hour
6:30 PM – 9:30 PM Networking Event
Friday, September 19
7:30 AM – 8:30 AM Breakfast & Registration
8:30 AM – 12:15 PM General Session
12:15 PM – 1:00 PM Lunch

THE SCHEDULE IS NOT YET FINAL AND IS SUBJECT TO CHANGE

7:30 PM – 9:30 PM Networking Nightcap – An Early Arrival Evening Social Event
Thanks to Our Partner

THE SCHEDULE IS NOT YET FINAL AND IS SUBJECT TO CHANGE

 

8:30 AM – 5:00 PM Registration

 

9:30 AM – 10:30 AM

Leader’s 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 Lunch
By Invitation Only
Thanks to Our Partner


 

12:30 PM – 4:00 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 60-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.


 

4:15 PM – 5:15 PM

Practitioner Pop-up: Problems and Possibilities

A Leaders Learning from Leaders Think Tank Session

This interactive session is truly the definition of Leaders Learning from Leaders. It’s designed to spark meaningful conversations and connections by focusing on the problems and possibilities you came to CRS to discuss. Small groups will be created based on topics attendees submit at registration. See a topic that you are an expert on? Jump in as the Subject Matter Expert and lead the discussion. See the topic you came to solve? Jump in and learn from other leaders and share ideas and opportunities. You don’t want to miss this new dynamic session where you, as the attendee, drive the discussion and content!

Corporate brand attendees only


 

5:30 PM – 7:30 PM Welcome Reception

 

7:30 PM – 10:00 PM Executive Dinner
By Invitation Only
Thanks to Our Partner

THE SCHEDULE IS NOT YET FINAL AND IS SUBJECT TO CHANGE

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

    

8:15 AM – 8:45 AM Conference Kickoff

    

8:45 AM – 9:30 AM
Keynote

From Contact Center to Experience Center:  The Truist Transformation

What happens when a leading financial institution elevates care to the core of its service model? At Truist, that shift is redefining how the organization designs customer and employee experiences across its contact centers. Kimberly Dorsett, Executive Vice President and Head of Truist Care Centers, will share how the company is applying a care-first mindset, powered by AI and innovation, to reshape frontline engagement and reduce complexity for customers and employees.

From a patented client summary tool that provides instant insight into the full customer journey, to intelligent channel optimization that removes friction, Truist is investing in solutions that fuel personalization and empathy. This keynote explores how the brand is designing operational frameworks around trust, connection, and purpose, and why that matters more than ever in a digital-first world. Attendees will walk away with inspiration to bring clarity, care, and human value into their own transformation efforts.

Kimberly Dorsett
Kimberly Dorsett
Executive Vice President, Head of Truist Care Centers

 


    

9:30 AM – 10:00 AM

Board Panel
Thanks to Our Partner

The Signals We’re Missing

In an industry where every click, complaint, and comment can feel like a call to action, it’s easy for CX strategies to become shaped by the loudest voices. But what about the customers who don’t speak up? The ones whose behaviors whisper rather than shout?

In this dynamic session, members of the Execs In The Know Advisory Board take the stage to unpack both the visible and hidden forces shaping the current state of customer experience. Together, they’ll explore not only the external challenges—from economic pressure to tech adoption—but also the internal blind spots many brands overlook. With a special focus on the “silent majority”—the 95% of customers who don’t leave feedback—leaders will discuss how to surface insights buried in behavioral, operational, and unstructured data.

Expect a thoughtful, forward-looking conversation on how today’s top brands are rethinking what it means to listen, how they’re rebalancing the weight of passive vs. vocal signals, and what it takes to lead in a landscape where real customer understanding lives below the surface.

This panel blends strategic foresight, practical frameworks, and boardroom wisdom to help CX leaders better navigate what’s now and what’s next.

Moderator
Lisa Oswald
Lisa Oswald
Senior Vice President, Customer Service
Mike Jones
Mike Jones
Senior Director, Customer
Care & Operations
Andrew Pine
Andrew Pine
Head of Consumer Affairs and Customer Relationship Center
Alvin Stokes
Alvin Stokes
Vice President, Global Reservation and Service Operations Guest Services

   


 

10:00 AM – 10:30 AM Panel
Thanks to Our Partner

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.

  • Learn proven strategies to source and evaluate CX technology partners that align with your business goals and customer experience vision.
  • Discover practical tools and frameworks for managing provider relationships to maximize long-term value and impact.
  • Hear real-world stories from CX leaders on what works (and what doesn’t) when it comes to technology sourcing.
  • Walk away with a masterclass-level understanding of how to turn technology sourcing into a competitive advantage.

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.


    

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 – 1:45 PM Afternoon Comments        


 

1:45 PM – 2:15 PM Panel
Thanks to Our Partner

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.

Moderator
Jim Von Seggern
Director of Market Research
Natalie Crosby
Natalie Crosby
Senior Vice President, Member Experience
Joe Driscoll
Director, Enterprise Operations
Kudzi Mugara
Kudzi Mugara
Head of Retail Lending Operations & Servicing

 

     
2:15 PM – 2:45 PM Case Study
Thanks to Our Partner

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, Lisa Patterson of Stellantis—the global powerhouse behind Dodge, Ram, and Jeep—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:

  • Why culture, engagement, and employee experience are still essential in the age of AI
  • Proven strategies to scale an employee-first culture across large organizations
  • How brands can approach strategic partnerships to drive long-term CX success

Join us to discover why, amid rapid technological change, people still drive CX success.

Moderator
Amy Bouthilet
Vice President of Global Talent

2:45 PM – 3:15 PM Networking Break (With Dessert Bar)

3:15 PM – 3:45 PM

Panel
Thanks to Our Partner

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.

Moderator
Danielle Doremus
Austin Reece
Head of Product Marketing & Revenue Enablement
Danielle Doremus
Danielle Doremus
Senior Director, ClassPass Business Operations and CX
Mike Jones
John V. Parente
Director, Contact Center 

 

     
3:45 PM – 4:15 PM Keynote

The Power of Perspective: Leading with Clarity and Courage in a Distracted World

We live in an age of constant noise, where information overload and endless distractions threaten our ability to focus. In times like these, effective leadership hinges on one critical skill: controlling perspective. This high-energy, insightful talk explores how leaders can rise above the chaos, define what matters, and guide their teams with clarity and courage.

Drawing from personal stories of playing quarterback in the NFL and leading one of the largest churches in the country, Travis Brown unpacks practical strategies for filtering information, identifying wise voices, and adjusting leadership altitude to see the bigger picture. His message is a call to courageous leadership, where clarity isn’t just a skill, but a choice leaders must make in the face of complexity. Attendees will leave equipped to simplify the noise, stay grounded in purpose, and create environments where teams focus on what truly matters.

Travis is a former NFL quarterback and a pastor at one of the largest churches in the country. He is also the founder of 180 Sports, a nonprofit committed to transforming the culture of sports through training, scholarships, and equipment. With a unique blend of high-performance leadership and grounded wisdom, Travis speaks to both teams and individuals seeking to lead with purpose. With years of experience leading both on and off the field, he now inspires, challenges, and equips leaders to navigate high-stakes environments with clarity, resilience, and intention.

Travis Brown
Travis Brown
Senior Director, Campus Teams
       
4:15 PM – 6:00 PM Innovations Lab & Cocktail Hour

After a full day of discussions, step into a hands-on experience where CX innovation comes to life. Explore interactive demos and concepts showcasing real-world applications designed to enhance customer experiences across various channels and processes. This engaging, relaxed environment is the perfect place to exchange ideas, gain fresh insights, and connect with fellow leaders over great food and cocktails. Visit each station and receive a gift card.


 

     
6:30 PM – 9:30 PM Evening Event

Thanks to Our Partner

 

THE SCHEDULE IS NOT YET FINAL AND IS SUBJECT TO CHANGE

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

 

8:30 AM – 9:00 AM Conference Opening

 

9:00 AM – 9:30 AM Keynote

Elevating the Ride: The Journey to Best-in-Class Peloton Member Services

Get ready for an exclusive look behind the scenes of Peloton’s journey. The highs, the pivots, and the powerhouse moves that keep Peloton’s Members cheering. Join keynote speaker Dawn Spring, Senior Vice President of Global Member Services at Peloton as she shares her journey over the last two years streamlining operations and elevating every touchpoint. Dawn has led with heart, hustle, and a relentless focus on connection.

This session offers a candid look at Peloton’s transformation. You’ll hear how bold shifts have helped Peloton reimagine Member support. From connecting with game-changing partners, integrating new tech, and tapping into the power of AI, Dawn has helped catapult Member experiences to the next level. With a Member base as passionate as Peloton’s, it required leadership that could match their enthusiasm!

Energetic and enthusiastic, Dawn brings a contagious passion for people to her role. It’s been a wild ride of transformation for Peloton’s Member Support Team — and they’ve emerged stronger than ever. It took some serious grit and a whole lot of heart, but they remain laser-focused on delivering an exceptional Member journey. This keynote promises to be an exciting deep dive into how Peloton has leveled up to deliver Member services that are just as legendary as its content and rockstar instructors, all for its incredible Peloton family.

Dawn Spring
Dawn Spring
Senior Vice President, Global Member Support

 

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

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, and what skills matter most in the modern CX workforce.

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 is delivered and absorbed. As the role of the agent evolves, so must the 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.

buckley
Michelle Buckley
Managing Director, Customer Care

 

11:45 AM – 12:15 PM Keynote

More Than a Game: Creating Legendary CX One Fan at a Time

Sports have a unique superpower: they unite generations through a shared passion for players, teams, and events. They break down barriers, find common ground, build connections, and create memories that last a lifetime. In today’s CX landscape, increasingly dominated by AI, automation, and efficiency, how can brands still harness those emotional connections to fuel the future of customer experience?

Keynote Maureen Barnett, Vice President of Global Fan Experience at Fanatics, will discuss how leading brands can transform traditional service centers into vibrant experience hubs. She’ll also share how Fanatics redefined the role of customer service agents as true brand ambassadors, empowered to create delight through meaningful, personal connections.

From designing a “full-circle” connection model that will boost performance to blending innovative technology with human warmth, Barnett offers practical strategies for delivering experiences far beyond the transaction. Attendees will walk away with a decisive shift in perspective that will challenge what’s possible and inspire them to reignite frontline engagement and delight customers. The real magic happens when your customers and employees don’t just engage with your brand but also believe in its experience.

Maureen Barnett
Vice President, Global Fan Experience

 


 

12:15 PM – 1:00 PM Lunch