1:30 PM - 2:00 PM Golf Check In


2:00 PM - 4:30 PM Charity Golf Tournament

Get ready to tee off for a cause that matters! Join us on Tuesday, March 12, 2024 (Tee-Time 2:00 PM), for a Swing Against Stigma: A Leading with Impact Charity Golf Tournament at The Club at Starr Pass, part of the JW Marriott Tucson Starr Pass Resort & Spa in Tucson, AZ.

We're inviting all attendees to participate in a shotgun scramble, 9-hole golf tournament.

Make a real impact while enjoying a fantastic day out on the green, with proceeds benefiting the National Alliance on Mental Illness (NAMI). NAMI is working to remove the stigma from mental illness, and together, we can be a driving force for change.

The Club at Starr Pass is a visually stunning desert golf course. Nestled against the backdrop of the Tucson Mountains, the course features dramatic elevation changes and iconic saguaro cacti while crisscrossing multiple desert arroyos and ravines.

As the charity golf tournament comes to a close, take part in a dinner reception and awards ceremony.

This isn’t just your average golf tournament—let's show our commitment to creating a world where mental health support is accessible to everyone by taking a Swing Against Stigma. Grab your clubs and join us on the course!

Thank You To Our Eagle Sponsor: Alta Resources


4:30 PM - 6:30 PM Golf Awards & Dinner


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

Wednesday, March 13, 2024 - Opening Day


6:30 AM – 7:00 AM Morning Ritual
Join us in the early morning for a ritual to honor the beautiful cultures representing Tucson. Start your day with a traditional Native American Mitakuye Oyasin ceremony to make your intentions known to the universe through the burning of sage.
7:00 AM – 8:00 AM Morning Hike
If you are feeling adventurous and brave, join us and take on a morning hike through the desert and be rewarded with some stunning views.


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.
Presented By: Limitless
Open To All Attendees

Roger Beadle

Megan Neale
COO and Co-Founder


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

Sponsored By: Zendesk


12:30 PM – 5:30 PM Opening Day Tech Forum & People & Process 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 People & Process Workshop topic for each scheduled session time.


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

How AI has Transformed Contact Center Training Forever & Agents Can’t Get Enough

Hosted By: Zenarate
Corporate Attendees Only

Casey Denby
Vice President of Sales

Unlocking Operational Optimization: Enhancing Consumer Experiences Through AI and Automation

Presented By: IntouchCX
Corporate Attendees Only

Kim McMiller
Senior Vice President Global Client Services

Luc Antoine
Head of Care


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

The Conversational AI Divide Starts: Home Depot's Innovative Leap into Conversational Automation

Hosted By: Knowbl
Corporate Attendees Only

Jay Wolcott
Co-Founder & CEO

Matt Taylor
Co-Founder & Chief Product Officer

Craig Sultan
Director, Product Management, Contact Center Capabilities

Cultivating a Culture of Continuous Improvement for Operational Excellence

Presented By: Teleperformance
Corporate Attendees Only

Jeff Dixon
Senior Vice President Retail & Ecommerce Solutions

Ginnette Baker
Senior Vice President Retail & Ecommerce Solutions

Melissa Pollock
Vice President of Client Success


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

From Legacy to Innovation: Integrating AI into Existing IT Frameworks

Hosted By: HGS
Corporate Attendees Only

Virgil Wong
Global Chief Digital Officer

Revolutionizing Customer Experiences: A Human-Centric Approach to Integrating People, Processes, and AI

Hosted By: Kustomer
Corporate Attendees Only

Jess Cervellon
Vice President, Kustomer Evangelism


5:30 PM - 7:30 PM Welcome Reception
Join us as we officially kick off the Summit at our evening Welcome Reception. We will gather for fellowship, food, and cocktails in the heart of the Sonoran Desert, which offers captivating resort views by day and a serene star-filled sky by night. The brilliant desert landscapes will be a beautiful backdrop to early connections and conversations with speakers and fellow friends in CX.
Sponsored By: Gladly


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

Sponsored By: VXI


Thursday, March 14, 2024 - Day 1


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


8:15 AM – 8:45 AM Conference Kick-off


8:45 AM – 9:30 AM Keynote

How Corporate Culture is the Secret Fuel to Customer Satisfaction

Presented By: Philip Walker
President and CEO
AAA Life Insurance Company


9:30 AM – 10:30 AM Audience Interactive Panel
Get ready for this highly interactive opportunity to work side by side with your peers in small tables to harness the collective experience and knowledge from your group and from all the attendees in the general session.

Decoding Customer Interaction: The Power of Understanding Human Communication

Presented By: TPG

Lisa DeFalco
Chief Executive Officer

Angie Flury
Vice President, Call Center Operations

Andrew Pine
Head of Consumer Affairs and Customer Relationship Center

Ian Schmehl
Operations Vice President, Enterprise Care Center


10:30 AM – 11:00 AM Networking Break + Coffee Bar
Sponsored By: Kustomer


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.

How AI Propelled Bob’s Discount Furniture to Industry-Leading CX and Operational Efficiency

Presented By: Quiq and Bob’s Discount Furniture

Mike Myer
CEO & Founder

David Levin
Senior Vice President, Customer Experience and Digital Transformation

Developing a Persuasive AI Investment Story with Abercrombie & Fitch

Presented By: Laivly,
Featuring: Abercrombie & Fitch Co.

Jeff Fettes
CEO & Founder

Nick Brazitis
Sr. Customer Care Manager

How to Modernize Your Service Delivery Model Without Losing the Human Connection

Presented By: VXI

Tadd McAnally
Vice President of Customer Experience Advisory

Building Loyalty with Digital-First Customer Service

Presented By: AWS

Connie Workman
Head of CXE Sales & GTM, AMER
Amazon Web Services


12:30 PM – 1:30 PM Lunch 


1:30 PM – 2:00 PM Panel Discussion

Mastering the Lifelong Customer Conversation Across Channels in 2024 and Beyond

Moderated By: Gladly Software INC

Jason Finkelstein
Chief Marketing Officer

Roy Dunn
General Manager - Member Service Centers

Garrett Graham
Head of Client Journey

John McCahan
Vice President, Customer Care

Kate Showalter
Vice President, CBH Services


2:00 PM – 2:30 PM Case Study

Mastercard’s Journey to Sustained Excellence in the Face of Rapid Change

Presented By: Mastercard & COPC Inc.

Lance Gruner
Executive Vice President Global Customer Care

Kyle Kennedy
President and Chief Executive Officer


2:30 PM – 2:45 PM Networking Break + Dessert Station
Sponsored By: Intercom


2:45 PM – 3:15 PM Panel Discussion

Navigating Moments of Truth: A Human-Centric Approach to Employee Engagement and CX Excellence

Moderated By: Intradiem

Jennifer Lee
President and Chief Operating Officer

Chari Dela Cruz
Senior Director for People & Client Experience, Client Care

Jason Himmelberger
Senior Vice President/Digital Banking Channel Director

Jason Mercer-Pottinger
Senior Director, Customer Care Americas

Jim Simmons
Vice President, Productivity & Initiatives


3:15 PM – 3:45 PM Keynote
Nancy Clark Headshot

Shaping the Future of Guest Experience and Circularity

Presented By: Dave Pitsch
Vice President of Guest Services


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:


6:30 PM – 9:30 PM Evening Networking Event
Transportation Leaves at 6:15 PM

Pack your boots as we are rounding up all the CX leaders and fixin to kick up some dust in a quaint little town full of turn-of-the-century ambiance. Enjoy a night of music, dancing, entertainment, and other unique experiences. Saddle up and fill your glass while meeting the town's famous guest.

Sponsored By: TELUS International



Get a sneak peek of a Keynote Session from
Dave Pitsch, Vice President, Guest Services, Arc’teryx.


Friday, March 15, 2024 - Day 2


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


8:30 AM – 9:00 AM Conference Opening


9:00 AM – 9:30 AM Keynote
Nick Chong Headshot

Change Leadership: Transforming a Business Enterprise from the Top Down

Presented By: Nick Chong
Chief Customer Office


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.

Decluttering Operations: How Offshoring Unpacked Significant Results for Public Storage

Presented by: OP360

Michael O’Neil
Vice President

Dilhara Kaluarachchi
VP Customer Care

Unlocking the Power of Consumable Data: Transforming Financial Operations with Generative AI

Presented By: Cresta

Chris Reese
Director Customer Value

Veronica Semler
Vice President, Servicing Operations

Speed, Solutions, Success: AI’s Impact on Self-Service Speed and Satisfaction

Presented By: Intercom

Bobby Stapleton
Director of Human Support

Aron Schwartz
Manager of Customer Solutions

Ki Ip
Customer Experience Program Lead


10:45 AM 11:15 AM Networking Break


11:15 AM – 11:45 AM Panel Discussion

AI 360: Pioneering Long-Term AI-Driven CX Initiatives Beyond the Launch

Moderated By: Tetherfi

Lynn Olson
Executive Vice President of Sales and Marketing

Jamal Cox
Vice President Digital Internal Systems and Communications

Alyssa Reynolds
Vice President Customer Contact Center

Sean Ellis
Head of Customer Support


11:45 AM – 12:15 PM Keynote
Tracy Sedlak Headshot

Customer-Centric Excellence: Unleashing the Voice of the Customer

Presented By: Tracy Sedlak
VP, Customer Success


12:15 PM – 1:00 PM Lunch