Day 2 | Thursday, February 20

7:30 am - 7:50 am Rise & Shine Breakfast

8:20 am - 8:30 am Chairperson's Opening Remarks

8:00 am - 8:30 am KEYNOTE CASE STUDY | Ditch the Surveys: Harnessing Experience Measurements through Gen-AI & Genuine Customer Conversations

TS Balaji - Vice President of Digital & Customer Experience, Cox Communications

Imagine a world where customer insights are collected and leveraged in a more effective, intuitive way. By harnessing the power of conversational AI and machine learning, feedback is collected organically through natural conversations, analyzing real-time interactions to bypass traditional survey and rating methods. This innovative approach makes customers feel genuinely heard, leading to a significant increase in customer engagement rates. Join us to learn more about this groundbreaking project that makes AI a true CX partner.

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TS Balaji

Vice President of Digital & Customer Experience
Cox Communications

In this dynamic panel, cross-industry experts in consumer insights come together to explore how organizations make sense of data and turn it into actionable personalized experience strategies. Panelists discuss how to extract meaningful insights from data, translate insights into business decisions, and balance personalization with evolving customer expectations and industry regulations. Join us for an insightful discussion on how businesses are leveraging data to better understand consumers, refine personalization strategies, and drive impactful outcomes.


  • Discover how consumer insights shape personalized experiences across industries.
  • Learn how industry-specific regulations and customer expectations influence data-driven personalization.
  • Gain insights into overcoming challenges in transforming data into actionable strategies. 
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Samantha Shahani

Vice President, Consumer Personalization, Strategy & Insights
Elevance Health, Inc

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Anurag Avlash

Executive Director - Global Head of Customer Care Analytics & Insights
The Estée Lauder Companies Inc.

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Brian Cantor

Managaing Director, Digital
Customer Management Practice

9:00 am - 9:30 am Lessons from Microsoft: Establishing Ethical AI Governance in the Enterprise

Rajamma Krishnamurthy - Senior Director, Leader Enterprise AI, Microsoft

As AI continues to drive enterprise innovation at a constantly increasing pace, the need for robust ethical governance has never been greater nor more complex. Rajamma, Senior Director of Enterprise AI at Microsoft, has led the charge in developing ethical governance models that ensure transparency, inclusivity, and accountability in AI initiatives.

This presentation and QA session will provide a practical guide to creating and implementing ethical AI governance models within enterprise settings. Rajamma will explore the foundational steps, including assembling diverse teams, defining governance frameworks, and embedding ethical considerations into every facet. We will examine the consequences of inadequate oversight and gain insights into how to design to mitigate risks to ensure long-term success.

Key Takeaways:

  • Frameworks for designing an effective AI ethics governance model.
  • Best practices for aligning governance models with enterprise innovation.
  • Takeaways from real-world challenges and risks that arise from inadequate models.
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Rajamma Krishnamurthy

Senior Director, Leader Enterprise AI
Microsoft

9:30 am - 10:00 am Networking Break

10:00 am - 11:30 am Business Meetings

11:30 am - 12:00 pm Case Study | Beyond Chatbots: How Conversational AI & Analytics Drive Real Business Outcomes

Nirali Amin - Senior Vice President Solutions and Success, Liveperson

Conversational AI has evolved far beyond simple chatbots—it’s now a powerful driver of business transformation. During this session we’ll uncover how AI and analytics work together to personalize customer interactions, boost agent performance, and provide deep insights that fuel strategic decision-making across an organization. By leveraging data-driven intelligence, businesses can move past AI hype and harness its full potential for efficiency, personalization, and growth.

Key Takeaways:

  • How AI enhances—not replaces—human interactions to drive better customer experiences.
  • How AI streamlines routine tasks, allowing agents to focus on high-value customer interactions
  • How analytics guide workforce planning by assessing queue times, conversation patterns, and process efficiencies.


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Nirali Amin

Senior Vice President Solutions and Success
Liveperson

12:00 pm - 1:00 pm Networking Lunch

Get to know peers in your industry over lunch!

1:00 pm - 1:30 pm Masterclass A | Confessions of a Tech Insider: Myths, Truths, and the Human Element
Olivier Deneef - Senior Vice President, Client Strategy, Modus
Jay Erickson - Chief Innovation Officer, Modus

With rapid innovation in technology, it’s easy to get distracted and lose sight of the people behind the screens. Too often, we treat technology as the goal instead of a means to enhance the way people interact with companies. This session explores how (new) technology allows for more human-centric digital experiences that drive business results.

  • Unravel the paradox of progress in technology
  • Discover how to humanize digital experiences with the use of GenAI
  • Explore how technology can be a catalyst for creativity


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Olivier Deneef

Senior Vice President, Client Strategy
Modus

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Jay Erickson

Chief Innovation Officer
Modus

1:00 pm - 1:30 pm Masterclass B | Predictive, Prescriptive, Profitable: How Conversation Intelligence & Voice AI Supercharge Growth in your Contact Center
Vache Moroyan - Chief Product Officer, Observe.AI

In this session, discover how Observe.AI’s Conversation Intelligence and Voice AI work in tandem to transform customer interactions into a growth engine. Vache Moroyon, our CPO, will dive into how Observe.AI’s proprietary technology powers:

  • Predictive Insights: Foresee churn, upsells, and compliance gaps by analyzing 100% of voice, chat, and screen interactions.
  • Prescriptive Actions: Arm human and VoiceAI agents with real-time guidance, automated workflows, and guardrails that keep conversations on-brand and on-task.
  • Profitable Automation: Deploy Voice AI agents to handle complex inquiries, reduce handle times by 40%, and unlock 24/7 revenue opportunities—all with 95% speech accuracy and enterprise-grade security.

Join us to see real-world examples of brands using Observe.AI to scale operations with conversation intelligence and AI agents that think, act and collaborate with your best human agents.

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Vache Moroyan

Chief Product Officer
Observe.AI

1:30 pm - 1:45 pm Comfort Break

1:45 pm - 3:15 pm Business Meetings

3:15 pm - 5:00 pm Networking Break & Interactive Roundtable Discussions

We invite you to take a few minutes following the business meetings to grab some food, chat, and make your way over to a roundtable discussion!

As technology evolves exponentially, the proverbial question – and fear – of whether AI will replace humans looms larger than ever. This panel brings together experts to explore AI's impact on the workforce, addressing both its potential to streamline arduous processes and the ethical considerations of relying on machines for decision-making. While AI can enhance efficiency and perform complex analyses, it cannot replicate the uniquely human qualities of innovation, creativity, and emotional intelligence. We focus on whether AI poses a threat to the workforce or serves as a tool to augment human capabilities, and how companies can balance technological advancement with the irreplaceable value of the human perspective.

Key Takeaways:

  • Understand AI's role in streamlining processes while preserving human innovation and creativity.
  • Explore ethical concerns surrounding machine-driven decision-making.
  • Learn how companies can balance technological advancement with the irreplaceable value of human input.
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Linda Aiello

Chief People Officer
DraftKings

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Sunzay Passari

Senior Director & Head - Digital Innovation & Transformation
UPS

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Brian Cantor

Managaing Director, Digital
Customer Management Practice

4:45 pm - 5:15 pm Keynote | Anthropologie: It’s the Journey, Not the Destination

Ian Dewar - Senior Director of Global Customer Strategy, Anthropologie

At Anthropologie we have always considered the act of shopping as part discovery and part inspiration. Our customers often tell us they didn’t know what they wanted to buy until they see it. We create a digital and physical customer experience that encourages discovery with a combination of customer data and experiential testing.


We believe strongly in being data inspired but creativity led. The combination of great customer engagement, loyalty membership and in-store experiences has created an opportunity at Anthropologie where we have great customer data and great customer feedback.


Using this feedback and data to predict future product development and marketing delivery has helped us grow in both new and repeat customers.

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Ian Dewar

Senior Director of Global Customer Strategy
Anthropologie

5:30 pm - 7:45 pm Networking Reception at McCormick & Kuleto

Join us for cocktails, hors d'oeuvre, and beautiful views at McCormick & Kuleto! Please make your way to the lobby to to catch the complimentary shuttle to McCormick & Kuleto at 5:30 PM. For those who do not take the shuttle, we'll provide an Uber voucher. (Further details to come.)