Featured Sessions

Keynote Speaker: Maureen Barnett

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…

Keynote Speaker: Dawn Spring

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…

Keynote Speaker: Travis Brown

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 …

General Session: Panel Discussion

Board Panel: 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 …

General Session: Panel Discussion

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…

General Session: Panel Discussion

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…

General Session: Panel Discussion

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…

General Session: Panel Discussion

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…

General Session: Case Study

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…

Featured Topics

Balancing Vision, Value, and the Bottom Line
Consumer Opinion: Are We Delivering What Customers Want?
A Masterclass in CX Technology Sourcing
Real Use Cases Delivering on CX Outcomes
Unlocking the Data of the Unspoken Customer
The State of AI and Automation
How to Build and Sustain an Employee-First Culture
When AI Answers First, Who Do We Hire Next?
Leadership Reflection on the Future of CX
Proving ROI in a Cost-Conscious Economy
The Art of Change Management: Getting Buy-In for Your CX Vision
Crowdsourced Solutions and Possibilities