Data isn’t the challenge - action is. This session explores how to cut through the noise and use customer intelligence to drive meaningful outcomes. Discover how to segment strategically, validate with testing, and align teams around data that delivers.

• Best practices for segmentation and real-time personalization.
• Build a culture of experimentation with test-and-learn frameworks.
• Align cross-functional teams to unlock measurable impact.

Megan Brown

Director, Global Center of Excellence for Advanced Analytics & Data Science
Starbucks

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As AI becomes more embedded in customer experiences, the challenge isn't just about what we automate - but how and why. This discussion will explore how to balance efficiency with empathy, embed ethical guardrails from the start, address risks like bias and over-personalization, and design authentic, human-first moments within tech-driven journeys.

Key Discussion Points:

• Striking the right balance between automation and the human touch
• Ethical guardrails and governance
• Identifying and mitigating risks such as bias, hallucinations, and over-personalization
• Designing authentic, meaningful moments within tech-enabled experiences

Mansi Mehta

Executive Director, Customer and Content Strategy, Rare Diseases
Novartis

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Onboarding isn’t just a checkbox - it’s a catalyst for retention, engagement, and long-term success. Discover how innovative leaders are transforming new hire experiences in a remote-first world with immersive, human-centered strategies that drive early productivity and lasting loyalty.

• Build onboarding experiences that boost confidence and reduce attrition.
• Train for success in a digital world - no manuals, no guesswork.
• Design meaningful employee touchpoints that foster connection and long-term engagement.

Dee Kohler

Senior Director, Member & Provider Services
Centene Corporation

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Please check your 1:1 personalized itinerary located under "My Meetings" in the mobile app to see what's happening now.

Not in a meeting? Join fellow senior leaders for candid, peer-driven conversations around the top challenges you told us matter most. These informal discussions are your chance to connect, share insights, and dive into what’s top of mind - no agenda, just real talk.

AI should simplify, not sideline. Discover how to design intelligent systems that give customers more control, not less — delivering frictionless, personalized experiences that feel human, not robotic.

• Build AI that adapts to customer preferences in real time.
• Leverage sentiment to respond faster, smarter, and more intuitively.
• Use automation to empower, engage, and earn long-term trust.

AI is changing business faster than anything we have encountered in recent memory – perhaps ever. With new capabilities and yet to be realized potential emerging every month or so, how do we make the decision to adopt when the state of the art today might be obsolete tomorrow? It’s clear that staying on the sidelines has significant risks but so might jumping in too early or on the wrong trajectory. So, can we identify “no regrets” tactics that will pay off no matter what where AI leads us? What can we do to make short term decisions pay off if we have to change them sooner than planned? And how can we avoid mistakes that can’t be easily corrected?

Sponsored by: FreeClimb

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John Parkinson

Senior Director, Emerging Technologies
FreeClimb

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AI is everywhere - powering virtual agents, predictive analytics, quality assurance, and compliance monitoring. But with all the buzz, many CX and contact center leaders feel stuck in FOMO-mode, unsure where to begin or what’s actually working in the real world.

Hear unfiltered stories from organizations actively using AI in their operations. We’ll unpack what worked, what didn’t, and the hurdles they had to overcome.

Expect:

• Real-world examples: from first experiments to measurable ROI
• Hard-won lessons and what leaders wish they had known before launching
• A candid group discussion to share your own wins, challenges, and questions

Sponsored by: Trusst.ai

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A flawless journey isn’t the only path to loyalty. In fact, a well-resolved issue can often create stronger customer ties than no issue at all. In this session, explore how leading brands are flipping friction into opportunity-leveraging AI, analytics, and empowered agents to recover with precision and retain with impact.

• Anticipate issues before they escalate with predictive analytics.
• Equip agents to lead high-emotion interactions with confidence.
• Use proactive engagement to turn recovery moments into loyalty drivers.

Customer experience teams are sitting on a goldmine of customer signals—from support tickets to app store reviews to social media—but struggle to unify and act on them at scale. Manual processes, siloed tools, and delayed insights create costly blind spots that impact retention and satisfaction.

In this interactive session, we’ll explore how AI is revolutionizing the way CX leaders detect, prioritize, and resolve product quality issues. You’ll learn how unifying feedback data with real-time analysis can dramatically reduce time-to-resolution, prevent escalations, and empower cross-functional teams with the right insights at the right time.

Come ready to share: What’s slowing down your team’s ability to act on feedback today? What does a fully AI-augmented support org look like in your mind?

Sponsored by: unitQ

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Please check your 1:1 personalized itinerary located under "My Meetings" in the mobile app to see what's happening now.

Not in a meeting? Join fellow senior leaders for candid, peer-driven conversations around the top challenges you told us matter most. These informal discussions are your chance to connect, share insights, and dive into what’s top of mind - no agenda, just real talk.

As AI takes on routine tasks, your people are your differentiators. This session explores how to engage, upskill, and retain high-performing teams equipped to navigate complex customer needs and deliver exceptional outcomes in an AI-enhanced world.

• Activate VoE insights to boost engagement, reduce attrition, and fuel performance.
• Build agile learning paths for evolving agent roles and specialized skillsets.
• Measure workforce impact through retention, CSAT, and revenue-linked KPIs.

Customer interactions are rich with insights - if you know how to harness them. Learn how to elevate CX from a support function to a strategic growth driver by operationalizing data, improving trust, and delivering personalized, loyalty-building experiences.

• Operationalize customer intelligence to guide strategic business decisions.
• Use CX as a differentiator to enhance brand loyalty and market positioning.
• Increase customer lifetime value through targeted, data-powered engagement.