Day 2 | Thursday, November, 6
8:00 am - 8:25 am
Breakfast | Sizzle & Scramble
Hot buffet + hot takes to jumpstart your day.
8:25 am - 8:30 am
Chairperson's Remarks
8:30 am - 9:00 am
Fireside Chat | Customers Crave Connection—Even in a Digital World
As companies double down on digital, the risk of losing emotional connection is real. In this fireside chat, hear how one brand made empathy and personalization central to its strategy—leveraging proactive support, intentional design, and human-led interactions to strengthen loyalty and satisfaction at scale.
Pain Points Addressed:
- Declining customer trust in digital channels
- Personalization efforts that feel transactional
- Lack of emotional resonance in AI-powered journeys
9:00 am - 9:45 am
Workshop | Map the Moments That Matter
Great experiences are built at the intersection of emotion and intent. In this hands-on session, participants will use empathy mapping and journey design to identify key friction points across the customer lifecycle - then explore how AI and automation can enhance, not erase, the human touch where it matters most.
Pain Points Addressed:
- Emotionally flat digital experiences
- Difficulty identifying true moments of impact
- Over-automation at critical touchpoints
9:45 am - 11:15 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.
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 - 1:15 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
1:15 pm - 2:00 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
1:15 pm - 2:00 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
2:00 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.
MasterClass
Track A
4:00 pm - 4:30 pm Intelligent Feedback Loops: Turning Insights into Real-Time ActionSurveys and dashboards aren’t enough - today’s organizations need closed-loop systems that drive decisions in real time. This session explores how to combine voice-of-the-customer data, sentiment analysis, and operational metrics to trigger workflows, coach teams, and optimize experiences dynamically.
Key Focus Areas:
- Real-time feedback-to-action systems
- Automating escalations and follow-up
- Integrating VoC data into operational processes
Track B
4:00 pm - 4:30 pm The AI Co-Pilot: Empowering Teams Without Overwhelming ThemAI should lighten the load—not add to it. This session will highlight how companies are deploying AI-powered assistants and copilots that augment decision-making, automate repetitive tasks, and elevate team performance without losing the human touch.
Key Focus Areas:
- AI copilots for service and support teams
- Automating routine tasks while preserving empathy
- Balancing AI-driven efficiency with trust and control
4:30 pm - 4:45 pm
Comfort Break
4:45 pm - 5:15 pm
Panel | Make It Make Sense: Personalization for Regulated, High-Volume Environments
How do you make personalization real when you’re dealing with strict processes, heavy compliance, or millions of customer transactions? This session brings together leaders from highly regulated and high-volume industries - like real estate, healthcare, and finance - to share how they’re using AI, CRM integrations, and behavioral data to create experiences that feel human, without increasing risk or complexity.
Pain Points Addressed:
- Personalization vs compliance in regulated sectors
- High-touch expectations with low margin for error
- Scaling empathy in transactional industries
5:15 pm - 5:45 pm
Panel | From Vision to Velocity: Leading High-Stakes Transformation
Turning strategy into action is where transformation efforts often break down - especially in large, complex organizations. This session brings together senior leaders who’ve successfully moved big ideas into execution, navigating competing priorities, stakeholder resistance, and operational constraints. Learn how they structured accountability, aligned cross-functional teams, and built momentum that lasts beyond the kickoff.
Pain Points Addressed:
- Strategic initiatives stalling in execution
- Lack of alignment across departments
- Difficulty sustaining transformation over time
5:45 pm - 5:45 pm
Engage to Win | Prize Giveaway Winner to Be Announced!
6:00 pm - 8:15 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.
