Day 2 | Thursday, November, 6
8:00 am - 8:20 am
Breakfast | Sizzle & Scramble
Hot buffet + hot takes to jumpstart your day.
8:20 am - 8:25 am
Chairperson's Remarks
8:25 am - 9:00 am
Executive Public Policy Briefing: What Executives Should Know About the Keep Call Centers in America Act
The proposed Keep Call Centers in America Act (S.2495) could reshape how organizations manage customer contact operations, vendor relationships, and federal compliance. Join Stuart Discount, Enterprise Communication Advocacy Coalition Chair, as he breaks down operational, contractual, and governance shifts - giving senior leaders the context they need to assess possible impacts on their operations.
9:00 am - 9:45 am
Panel + | Preparing Tomorrow's Working: Skills, Resillience, and Adaptability
The first generation to grow up alongside AI is now entering the workforce - and their career paths look radically different than those who came before them. Traditional entry-level roles are shrinking, while new opportunities demand hybrid skillsets that blend technical fluency, creativity, and emotional intelligence.
9:45 am - 11:20 am
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.
11:20 am - 11:45 am
Morning Break | Refuel & Reset
Take a breather with fresh coffee, light bites, and a chance to recharge before diving back in. It’s the reset your brain (and stomach) deserve!
MasterClass
Track A
11:45 am - 12:15 pm Unifying the Agent + Customer Experience: A Platform Approach to Human-Centered ServiceCustomer empathy starts with empowered agents. Explore how unified service platforms—combining knowledge, case management, and real-time support tools—are helping brands deliver more consistent, efficient, and personalized experiences. See how integrating backend systems improves both frontline performance and customer satisfaction.
Key Focus Areas:
- Connecting agent tools to drive first-contact resolution
- Real-time guidance and knowledge surfacing
- Removing friction from agent-customer interactions
Track B
11:45 am - 12:15 pm Predictive Personalization at Scale: Design Journeys That Anticipate, Not ReactMove beyond reactive service. This session will showcase how leading brands are using predictive analytics, customer behavior signals, and AI-driven segmentation to proactively shape digital journeys. Learn how to deliver the right message, through the right channel, at the right time - without overwhelming your teams or customers.
Key Focus Areas:
- Journey orchestration and next-best-action models
- AI-enhanced segmentation and personalization
- Reducing friction through anticipatory design
12:15 pm - 2:00 pm
Lunch | Midday Mercado
A mid-day feast inspired by the flavors of the Southwest. Think bold spices, vibrant colors, and just the right mix of comfort and freshness.
Discussion-Driven Sessions
Think Tank A
1:00 pm - 1:45 pm Sentiment as Signal: Actionable Analytics from Voice, Text & EmotionToday’s customer data goes far beyond surveys. In this interactive session, explore how organizations are extracting emotional cues and intent from voice recordings, chat transcripts, and written feedback - and turning those insights into action. Discuss how to close the loop between sentiment analytics and real-time decisions in service design, agent coaching, and journey improvement.
Pain Points Addressed:
- Inability to act on unstructured feedback
- Over-reliance on static survey metrics (CSAT/NPS)
- Lack of emotional context in customer data
Think Tank B
1:00 pm - 1:45 pm Designing for Trust: Rebuilding Confidence in Digital ExperiencesAs AI becomes more prominent, customer skepticism is growing. This session invites leaders to explore how to design experiences that foster trust - from transparency and consent to consistency and control. Discuss how trust influences adoption, retention, and brand loyalty in an AI-powered world.
Pain Points Addressed:
- Low trust in automated or AI-driven interactions
- Lack of transparency in personalization tactics
- Customer hesitation to engage with new digital tools
1:50 pm - 3:30 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.
3:30 pm - 4:00 pm
Afternoon Break | Prickly Perk-Up
A refreshing stop to grab a sweet or citrusy pick-me-up. From fruity treats to iced sips, it’s just what you need to cruise through the final stretch.
4:00 pm - 4:30 pm
Client Case Study
6:30 pm - 7:00 pm
FIRESIDE CHAT | Leading Through the Rebuild: Crisis as a Catalyst for Reinvention
When disruption strikes, true leadership is tested. In this inspiring conversation, Stephanie Baldwin shares her journey from frontline employee to senior leader, guiding teams through high-pressure, high-stakes environments where operational excellence and human connection must go hand in hand.
5:00 pm - 5:30 pm
PANEL | From Vision to Velocity: Leading High-Stakes Transformation
Strategy is meaningless without execution - and in many enterprises, execution stalls under the weight of silos, outdated measures, and competing priorities. This panel will feature leaders who have successfully driven transformation by rethinking how work gets done. From restructuring contracts and accountability systems to retooling supervisor and frontline roles, we’ll examine what it takes to build organizations that not only launch change but sustain it.
5:30 pm - 5:30 pm
Engage to Win | Prize Giveaway Winner to Be Announced!
6:00 pm - 8:00 pm
Offsite Reception | Herb & Harvest
Step into a cozy Scottsdale evening filled with fresh flavors and even fresher conversation. Inspired by local ingredients and seasonal bites, this offsite reception offers the perfect setting to unwind, connect, and savor the moment with fellow Exchange attendees.
