Day 1 | Wednesday, November 5
9:00 am - 9:30 am
Check-In Opens
Start strong. Grab your badge, settle in, and enjoy fresh coffee and a light breakfast while connecting with fellow leaders as the Exchange kicks off.
9:30 am - 9:55 am
Exchange Orientation & Icebreaker
Your personalized experience begins here. Get the inside scoop on how to maximize your agenda—and spark connections with peers before diving into sessions.
9:50 am - 10:20 am
CMP RESEARCH | Executive Insights from the CMP Prism: Smarter Investments in CX Innovation
Rapid innovation in CX technology is transforming the marketplace. AI breakthroughs, evolving vendor strategies, and an overwhelming array of tools are making it increasingly difficult for executives to identify what truly drives impact. At the same time, the pressure to invest wisely—balancing customer outcomes with measurable ROI—has never been greater.
This session will cut through the noise by exploring the latest trends in CX technology, including AI-powered automation, real-time agent assist, and advanced customer analytics. Attendees will also be introduced to the CMP Research Prism, a framework that combines market data, end-user insights, and analyst expertise to provide a clear-eyed view of how CX technologies perform across 10 critical evaluation criteria."
10:20 am - 10:50 am
OPENING ADDRESS | Beyond the Agent: Redefining Readiness for 2026
This discussion will go beyond the surface-level conversation of “the agent of the future” to explore the deeper shifts required across operations, training, contracts, and leadership mindsets. From AI-powered agent assist and real-time translation to autonomous workflows and upstream insight sharing, we’ll examine how innovation is reshaping every corner of the customer experience ecosystem.
Discussion-Driven Sessions
Think Tank A
11:00 am - 11:45 am Elevate Your Voice: The Leadership Mindset for Gaining Executive Alignment Marc Booker - Vice Provost, Strategy, University of PhoenixTransformation can’t succeed without influence. This session explores how operational and experience leaders can position themselves as strategic partners to the C-suite - gaining visibility, aligning cross-functional stakeholders, and driving enterprise-wide impact. Share strategies for leading with purpose, building trust, and navigating complex organizational dynamics.
Think Tank B
11:00 am - 11:45 am AI Governance at Scale: Balancing Innovation with AccountabilityAs AI adoption accelerates, governance can’t be an afterthought. In this session, leaders will explore how to build frameworks that enable responsible innovation—ensuring compliance, protecting data, and promoting trust without slowing down progress. Discuss real-world approaches to aligning legal, IT, and business teams around scalable AI oversight.
11:45 am - 12:45 pm
Welcome Lunch | Let's Break Bread
Come together over a shared table and start the Exchange with connection. Here's your chance to meet fellow attendees, share ideas, and settle in for the next few days of learning, leading, and community.
12:45 pm - 2:30 pm
Business Meetings
Please check your 1:1 personalized itinerary located under "My Meetings" in the mobile app. It's possible you may or may not have a meeting scheduled at this time. We will have networking opportunities available for those who are free at this time.
2:00 pm - 2:30 pm
Fireside Chat | From Technical Debt to Strategic Advantage
Legacy environments often stall innovation—but they don’t have to. In this fireside chat, hear how one leader transformed a fragmented, outdated tech stack into a scalable, future-ready foundation. Learn how they approached complexity, minimized risk, and unlocked enterprise-wide agility through strategic modernization.
Pain Points Addressed:
- Operational slowdowns from aging infrastructure
- Difficulty scaling AI and automation
- Rising costs from technical debt and inefficiency
3:00 pm - 3:30 pm
QUICKFIRE SPOTLIGHT | Real Stories, Real Results
This dynamic, TED-style session features short, high-energy talks from leading solution providers.
3:30 pm - 4:00 pm
Afternoon Break | Desert Dips & Download
Cool down and catch up. Enjoy a spread of savory dips, crisp veggies, and chips with space to decompress.
4:00 pm - 5:05 pm
Business Meetings
Please check your 1:1 personalized itinerary located under "My Meetings" in the mobile app. It's possible you may or may not have a meeting scheduled at this time. We will have networking opportunities available for those who are free at this time.
5:05 pm - 5:15 pm
Wine Time Comfort Break
Discussion-Driven Sessions
Think Tank A
5:15 pm - 6:00 pm The AI Business Case: Proving Value Without the HypeAI investments often launch with excitement—but struggle when it comes time to quantify value. In this session, leaders will discuss how to build AI business cases that resonate with executives, track real ROI, and balance innovation with accountability. Share how you're measuring success, securing buy-in, and prioritizing projects that scale.
Key Focus Areas:
- Defining meaningful KPIs for AI
- Proving ROI across cost, efficiency, and experience
- Translating use cases into executive-friendly language
Think Tank B
5:15 pm - 6:00 pm Future-Ready Architecture: Building for Flexibility, Not Just ScaleToday’s tech decisions can become tomorrow’s roadblocks. This session invites a strategic discussion on how to architect systems that evolve with your business—balancing standardization with adaptability. Leaders will explore platform consolidation, modular design, and how to future-proof against rapid tech shifts.
Key Focus Areas:
- Avoiding vendor lock-in while ensuring integration
- Building modular, API-first infrastructure
- Balancing speed, flexibility, and governance
6:00 pm - 8:00 pm
Networking Reception | Under the Arizona Sky
As the sun sets over Scottsdale, join us for an evening of relaxed conversation, great food, and local drinks—all set against a stunning desert backdrop. Come for the views, stay for the vibe!
