Leader’s Choice: Challenge and Opportunity Session

The AI Menu in Action: Reimagining the Customer Journey with AI at Every Phase

Thanks to Our Partner

AI has the potential to transform every touchpoint of the customer journey, but only if leaders know where and how to apply it for measurable impact. In this highly interactive session, you’ll work alongside fellow CX decision-makers to identify critical challenges across the pre-interaction, interaction, and post-interaction phases. Using “The AI Menu” as a framework, you’ll explore real-world examples, from AI Receptionists and Intelligent Virtual Agents that predict customer needs to AI-powered analytics that uncover post-call insights, and co-create targeted, AI-driven strategies to overcome these challenges.

You’ll leave this session with actionable opportunity statements, fresh perspectives from your peers, and practical tools to integrate AI across your customer engagement processes. Whether you’re optimizing the moments before a customer ever speaks to an agent, enhancing live interactions with real-time intelligence, or using post-call insights to drive continuous improvement, this session will equip you to design seamless, impactful customer experiences powered by AI at every phase.

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.

Tech Forum How AI Is Powering the Next Wave of Omnichannel Customer Service Thanks to Our Partner Today’s customers don’t think in channels. They expect fast, personalized support, wherever they are. From chat and social to messaging apps, email, and phone, customer service is now omnichannel. But with this flexibility comes a new challenge: delivering consistent, contextual, and cost-effective service at scale. In this session, Freshworks will explore how AI is transforming customer support across every channel, not by adding more tools, but by making every interaction smarter. Through a live demo and collaborative discussion, they’ll break down how Freddy AI works across chat and email to resolve common queries, empower agents with insights, and simplify tool complexity. You’ll get a practical look at how it all comes together, including: Resolving common customer queries automatically across multiple channels Equipping agents with real-time insights and suggested next actions Simplifying the tech stack while improving customer outcomes Attendees will leave with clear strategies for scaling intelligent support without sacrificing the human touch. Payal Patel Head of Solution Engineering North America	People & Process Workshop Building Empathetic Voice AI: Architecting Real-Time Conversations at Scale   Thanks to Our Partner What makes a voice AI experience feel genuinely human? It’s not just about getting the words right. It’s about understanding tone, intent, and emotion in the moment, and responding in a way that builds trust. Behind every seamless voice experience is a complex orchestration of intent recognition, sentiment analysis, and real-time decisioning.  This workshop takes you inside the engine of a truly AI-native voice platform where you’ll explore how LLMs, NLU, and proprietary tuning come together to create voice agents that actually feel human. Through a live product demo, you’ll see what’s possible when empathy meets engineering. This workshop will explore: How to design voice AI that detects emotion and adapts responses in real time Best practices for blending LLMs, NLU, and custom models for more natural conversations Strategies for balancing automation with authentic, human-like empathy Common pitfalls in voice AI design and how to avoid them Live demo: Watch a voice agent in action and see exactly how it processes, understands, and responds Vijay Verma Vice President Product
Tech Forum Flip It Live: How Belk Launched Voice AI in Record Time Thanks to Our Partner Why talk about launching AI when you can watch it be deployed in minutes? In this interactive session, you’ll see a real retailer, Belk, set up Flip’s Voice AI from scratch to fully operational in minutes, proving what most vendors call “impossible.” Belk’s Senior Director of Customer Experience, Jessica Patel, joins Flip’s Co-Founder and Chief Revenue Officer, Sam Krut, and Vice President of Demand & Partnerships, Shawn Li, to share how the 137-year-old retailer replaced its IVR with a modern Voice AI experience and went from first conversation to launch in only 74 days. They’ll reveal early results from successfully putting customer-facing AI on phones without a long, custom, expensive build, and the early results Belk is seeing in its most important channel. Join this session for laughs, learnings, and a guide for how your brand can launch Voice AI, too. You’ll see and hear: How Belk went from intro call to launch in 74 days How they were able to implement Voice AI with zero internal IT lift How they overcame skepticism with early demonstrated results How Flip built trust through rapid feature deployment And how Flip was tailorable to best suit Belk’s unique customer base and their regional preferences Watch a brand “flip the script” on phone-channel CX and walk away with a practical roadmap to launch Voice AI. Sam Krut Co-Founder and CRO Shawn Li Vice President of Demand & Partnerships Jessica Patel Senior Director, Customer Experience	People & Process Workshop Designing the Modern Contact Center Experience: Human + AI Collaboration, Omnichannel Orchestration, and Voice Platform Transformation   Thanks to Our Partner As customer expectations evolve and AI continues to reshape service delivery, contact centers must transform into agile, intelligent experience hubs. This forward-looking workshop explores how to design the modern contact center by integrating the best of human empathy, agentic AI, and omnichannel strategy. Participants will dive into how to orchestrate seamless journeys across voice, chat, email, and social, creating consistent experiences regardless of channel. We’ll explore how to modernize legacy systems and elevate voice platforms through next-generation IVR (NGIVR) and agentic AI that empowers agents and streamlines customer interactions. A key focus will be on Human + AI collaboration: learning how to optimize handoffs between bots and humans, design emotionally intelligent experiences, and deploy next-gen agent assist tools that elevate frontline performance. Through practical frameworks, real-world case studies, and collaborative exercises, attendees will leave with a better understanding of: Connected omnichannel journeys that reduce friction Modernized voice with NGIVR and agentic AI Balanced automation with human empathy Proven change leadership strategies A must-attend session for contact center leaders focused on delivering measurable, strategic value through every customer interaction. Chance Whittley Principal AI Consultant
Tech Forum TripAdvisor’s Playbook for AI That Gets 5-Star Reviews: How to Avoid the Implementation Mistakes That Break Customer Experience Thanks to Our Partner You’ve seen the pattern: AI projects that start strong, then somehow make everything more complicated. What looked like a quick win turns into months of integration headaches, frustrated teams, and executives asking uncomfortable questions about ROI. TripAdvisor made this exact mistake. Then Tim Barker and his team developed a holistic approach that transformed their entire customer support operation—dramatically improving resolution times while reducing costs and boosting agent satisfaction. In this hands-on session, Tim and Laivly’s Matt Bruno will walk you through the same methodology that delivered these results. What You’ll Experience Real-World Case Study Go behind the scenes of TripAdvisor’s AI transformation—what went wrong, what worked, and the lessons that changed everything. Strategic Framework Deep-Dive Learn the Answer-Act-Assist methodology and how to think about AI ecosystem design from day one. Interactive Workshop Map your own AI workflows and build a phased implementation plan you can execute immediately. Walk out with your personalized AI workflow map and phased implementation plan. Matt Bruno Chief Revenue Officer Tim Barker Director, Business Operations (Customer Support)	People & Process Workshop From Data to Experience: Transforming the Consumer Journey at Michelin   Thanks to Our Partner Consumer care is evolving, and Michelin is setting a new standard in pairing advanced analytics with human expertise. As a premium brand, Michelin demands a premium consumer experience that anticipates needs and caters to personalized consumer situations. Through innovative technology from IntouchCX and Michelin, agents are empowered with real-time knowledge prompts, surfacing critical information for complex or uncommon scenarios. Combined with AI-driven roleplay and adaptive training, this approach equips agents to operate beyond rigid scripts, balancing autonomy with precision. This also provides the groundwork for better Voice of the Consumer reporting and CRM predictive insights to guide future personalized journeys without overcommunication. Key takeaways: What does it mean to enable real-time knowledge prompts and AI roleplay for agents? Learn how to enable data, AI, and human expertise to deliver consumer care that reflects your brand. How to leverage data insights to anticipate customer needs. This session will feature an interactive breakout exercise, giving participants the opportunity to experience the workshop concepts firsthand and apply them in a collaborative setting. Kim McMiller Senior Vice President, Global Client Services Joe Mazur Director of Consumer Care, Michelin North America

Practitioner Pop-up: Problems and Possibilities

A Leaders Learning from Leaders Think Tank Session

Thanks to Our Partner

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!

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 Executive Vice President, Head of Truist Care Centers

Board Panel
Thanks to Our Partner

The Signals We’re Missing

In a world flooded with dashboards and metrics, the loudest signals often steal the spotlight—while the most powerful insights go unheard. This panel explores what it means to truly listen to the silent majority of customers: those whose feedback isn’t captured in traditional surveys, whose experiences are filtered through cultural bias, or whose voices are lost in outdated listening systems.

Join the EITK Advisory Board  as they challenge the current state of customer listening by asking hard questions:

• How do we build trust so that more customers are willing to speak up?
• Where are surveys falling short—and what’s replacing them?
• What cultural blind spots are baked into the way we collect and interpret feedback?

We’ll also explore how AI-powered sentiment detection can help uncover unspoken truths and emerging emotions—if applied with intention and ethics. From tuning into passive signals to reshaping how and where we listen, this conversation will open new possibilities for creating a listening culture that is inclusive, intelligent, and alive.

If we want to meet customers where they are, we must hear even what they don’t say. The future of customer experience depends not just on collecting more data—but on listening differently.

Introduction by:	Moderator
Ruth Rose Vice President of Strategic Growth	Lisa Oswald Senior Vice President, Customer Service	Mike Jones Senior Director – Customer Solutions/Shared Services	Andrew Pine Head of Consumer Affairs and Customer Relationship Center	Alvin Stokes Vice President, Global Reservation and Service Operations Guest Services

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.

Moderator
Jeff Tropeano Executive Vice President, Global Technology Consulting	Mark McKercher Vice President, Customer Support	Kelley Cutforth Vice President, Customer Service	Trista Miller Managing Director, Global Service Recovery

Networking Break

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.

Transforming Your Contact Center into a Modern Resolution Engine 

Thanks to Our Partner

For too long, themes in CX have been focused on deflection, asking, “How many customers can we avoid?”

The more meaningful question is: “How can we resolve their issues?” Customers don’t care how many steps you eliminated in your workflow or how much faster your team completed their post-call dispositions. They care about one thing: Was my problem solved quickly and effectively?

As CCaaS continues to evolve, contact-center leaders must meet ever-higher demands for efficiency, personalization, and seamless omnichannel service. Teams can no longer tolerate half-baked channels, siloed agents, or reporting nightmares. Today, they’re embracing AI-powered, unified workspaces that weave rich contextual data with intelligent, empathy-driven tools so every interaction becomes fast, personal, and on-brand at scale.

In this session led by Zendesk, you’ll explore real-world examples of contact centers around the world that have:

• Handled high call volumes without sacrificing satisfaction
• Adapted rapidly to changing demands
• Navigated complexity while consistently delivering fast, personalized resolutions

You’ll walk away with actionable strategies to transform your contact center into a modern resolution engine by:

• Applying AI and automation to streamline workflows and handle inquiries at scale
• Deploying conversational AI and predictive analytics to anticipate and exceed customer needs
• Leveraging unified reporting and data insights for ongoing improvement and smarter operations

Nuri Gocay Director, Contact Center Platform Architecture

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.

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

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, Terri DeMent, Director, Consumer Engagement at Nestlé Purina—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	Terri DeMent Director, Consumer Engagement

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
Alex Tzeng Senior Director of Enterprise Sales	Danielle Doremus Senior Director, ClassPass Business Operations and CX	Thomas Harden Senior Director, of Customer Care	John V. Parente Director, Contact Center

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 Senior Director, Campus Teams

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.

Evening Event

Thanks to Our Partner

We’re boogieing back in time to celebrate 15 groovy years of Execs In The Know! Get ready to bust a move at a far-out 70’s-themed bash full of funky beats, dazzling entertainment, and unforgettable experiences. Throw on your bell bottoms, bring your best disco moves, and let’s get down in Funkytown!

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 Senior Vice President, Global Member Support

Unlocking Call Center Revenue: How Princess Cruises is Driving Growth

Thanks to Our Partner

Most call center agents spend more time figuring out who to call or what to say than actually talking to guests. Princess Cruises is flipping that model — using AI and real-time data to put the right leads, the right insights, and the right timing directly into agents’ hands, making their jobs easier and more rewarding.

Join Alvin Stokes, VP of Global Reservation and Guest Services at Princess Cruises, and Scott Sahadi, CEO of harpin AI, as they reveal how new tools are helping agents close more bookings with less guesswork.

You’ll learn how Princess Cruises is:

• Turning call centers into ROI engines — not cost centers
• Surfacing the highest-value leads for each agent
• Using real-time guest signals to guide call timing and upsell opportunities
• Giving agents real-time context — like anniversaries, past cruises, and preferences — so they can build real connections and close more deals.

This isn’t about more calls. It’s about smarter calls that convert — faster. If you want to see what significant MoM revenue growth looks like in action, don’t miss this.

Scott Sahadi Co-Founder and CEO

Alvin Stokes Vice President, Global Reservation and Service Operations Guest Services

Panel

Thanks to Our Partner

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, what skills matter most in the modern CX workforce, and how entirely new roles may emerge.

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, reskilling, and upskilling are delivered and absorbed. As the role of the agent evolves—shifting from repetitive tasks to higher-value, empathy-driven work—companies must balance automation with human augmentation and adopt 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.

Olivia Teich Chief Product Officer	Michelle Buckley Managing Director, Customer Care	Jason Unger Senior Director of Supportability	Dave Pitsch Vice President, Guest Services

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