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
Stuart Discount -
Chair,
Enterprise Communications Advocacy Coalition
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
Jennifer Chan -
Vice President of People,
Everlane
Pierce Zanders, MBA - Director, Life Customer Service, Sammons Financial Group
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 From Demos to Dollars: The Playbook for Scaling AI in Contact Centers73% of contact center AI pilots never make it past the demo phase. While you've been managing yet another 'proof of concept, your competitors have moved from testing to scaling—capturing $2.9M in measurable outcomes you're still "evaluating."
Meanwhile, organizations stuck in pilot purgatory burn through budget cycles and executive patience while missing $4.7M in hidden opportunities sitting in their unanalyzed conversations.
The companies winning aren't the ones with the best demos—they're the ones with the best deployment playbooks.
Join Jim Iyoob, President of ETSLabs & Chief Customer Officer at Etech Global Services as we reveal the exact roadmap that separates scaling successes from pilot failures. This session exposes the insider strategies, implementation frameworks, and change management tactics that turn promising AI pilots into profit-generating operations.
What You'll Master:
- The Scaling Reality Check: Why 90% of AI pilots stall and the specific moves that get the other 10% to production profitability
- The 4-Phase Deployment Framework: From vendor selection to measurable ROI in 120 days—not 12 months
- Change Management Intelligence: The people and process strategies that make-or-break implementations (technology is only 20% of success)
- Risk Mitigation Mastery: How to scale without breaking existing operations
Bonus: Receive AI Scaling Readiness Assessment and 25-point vendor evaluation framework—the same tools that identify scaling blockers and winning solutions before they impact your progress.
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
4:30 pm - 5:30 pm
Peer Power Hour! | Benchmark, Brainstorm, Break Through
This interactive networking session is designed to maximize meaningful connections. Attendees will be grouped according to their top business priorities, creating focused circles where peers can openly discuss challenges, share success stories, and benchmark strategies. Whether you’re tackling similar technology rollouts, workforce initiatives, or customer-centric goals, you’ll have the opportunity to compare notes with cross-industry leaders facing the same issues. Walk away with fresh perspectives, actionable insights, and a stronger network of peers aligned around what matters most to you.
5:30 pm - 5:30 pm
Engage to Win | Prize Winner to Be Announced!
6:00 pm - 8:00 pm
Nacho Average Networking Reception
Crunch, chat, repeat. Join us for an evening on the lawn where salsa takes center stage—both the music and the flavors. From lively rhythms to fresh salsa tastings, it’s the perfect recipe for bold flavors and conversation.
