DAY 2 | Innovate with Impact


7:30 am - 8:15 am MDT Breakfast Workshop | Welcome to Dunder Mifflin: Is Your LMS "Reddy" for Primetime?

Outdated training tools are failing modern customer service agents—leaving them underprepared, under-coached, and overwhelmed. In this interactive breakfast workshop, Reddy.io invites you to step into the shoes of a newly hired agent navigating legacy onboarding and the daily grind of frontline support. Through hands-on simulation, reflection, and role-play, you'll uncover the gaps in traditional enablement and see why it's time to get your LMS truly "Reddy" for your agents.

Key Takeaways:

  • Experience firsthand the cracks in conventional onboarding methods
  • Identify friction points in your enablement journey through engaging group exercises
  • Discover how real-time learning, coaching, and post-call feedback create empowered, high-performing teams




Take a few minutes to re-orient yourselves with today's itinerary. We will review any housekeeping items and updates.

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Nicoletta Karpathios

Deputy Divisional Director, CMP Exchange
Customer Management Practice

8:20 am - 8:50 am MDT Headliner | Details Coming Soon

Angie Flury - Chief Call Center Officer, Morgan & Morgan

Stay tuned!

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Angie Flury

Chief Call Center Officer
Morgan & Morgan

Discussion-Driven Sessions

THINK TANK A

9:00 am - 9:45 am Metrics That Matter: Focus on What Moves the Needle
Megan Brown - Director, Global Center of Excellence for Advanced Analytics & Data Science, Starbucks

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.


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Megan Brown

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

THINK TANK B

9:00 am - 9:45 am AI with a Conscience: Designing Human-First Customer Journeys
Mansi Mehta - Executive Director, Customer and Content Strategy, Rare Diseases, Novartis

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


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Mansi Mehta

Executive Director, Customer and Content Strategy, Rare Diseases
Novartis

THINK TANK C

9:00 am - 9:45 am Zero Week to Hero: Redefining Onboarding for Retention and Performance
Dee Kohler - Senior Director, Member & Provider Services, Centene Corporation

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.


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Dee Kohler

Senior Director, Member & Provider Services
Centene Corporation

9:45 am - 10:15 am MDT Networking Break | Splurge or Surge? The Choice is Yours.

Treat yourself. Whether you’re indulging or fueling up for the next session, enjoy options that satisfy every craving—and spark fresh dialogue.

BUSINESS MEETINGS

10:15 am - 11:45 am Refer to Your Itinerary

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

INFORMAL MEET UPS

10:15 am - 11:45 am Table Topics

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.

MASTERCLASS A

11:45 am - 12:15 pm Customer-First AI: Aligning Automation with Empowerment

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.


MASTERCLASS B

11:45 am - 12:15 pm Riding the AI Wave: No-Regrets Tactics for Turbulent Times
John Parkinson - Senior Director, Emerging Technologies, FreeClimb

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?



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John Parkinson

Senior Director, Emerging Technologies
FreeClimb

12:15 pm - 1:15 pm MDT Networking Lunch | Mediterranean Midday

Take a flavorful journey and connect over bold Mediterranean bites, fresh ingredients, and invigorating conversation.

Afternoon Think Tanks | Coffee, Cannolis & Connection.

THINK TANK A

1:15 pm - 2:00 pm From FOMO to First Steps: How CX Leaders Are Really Using AI Today

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




THINK TANK B

1:15 pm - 2:00 pm Loyalty in the Balance: Turning Service Failures into Brand Wins

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.


THINK TANK C

1:15 pm - 2:00 pm The Next Frontier in CX Intelligence: Turning Every Signal into Action with AI

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?



BUSINESS MEETINGS

2:00 pm - 3:30 pm Refer to Your Itinerary

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

INFORMAL MEET UPS

2:00 pm - 3:30 pm Table Topics

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.

3:30 pm - 3:45 pm MDT Networking Break | Blaze Your Snack Trail

Choose your adventure. Pick from savory or sweet bites designed for on-the-go networking as you explore new perspectives and fresh connections.

MASTERCLASS A

3:45 pm - 4:15 pm Future-Ready Teams: Driving ROI Through Workforce Innovation

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.


MASTERCLASS B

3:45 pm - 4:15 pm From Service to Strategy: Transform CX Insights into Growth

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.


4:15 pm - 4:30 pm MDT Comfort Break

4:30 pm - 5:00 pm MDT Client Case Study | Details Coming Soon

Stay tuned!

As AI dominates the headlines, the real work happens behind the scenes-testing, scaling, and iterating. This session brings together leaders who are cutting through the noise and anchoring AI strategy in operational priorities. Learn how they’re aligning tools to outcomes, driving adoption across teams, and avoiding the “shiny object” trap.

Talking Points:

  • How to tie AI initiatives to actual business outcomes (not vanity metrics)
  • Building the right internal team and governance model
  • Avoiding tech-for-tech’s-sake: keeping a sharp eye on value
  • Developing realistic timelines for impact
  • Supporting human potential, not sidelining it


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Jack Zhang

Head, eService Support & AI Transformation Office
Lenovo

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Jackie Counts

Vice President, Field Operations
Optimum

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Brent Nelson

Vice President of the Virtual Communication Center
Wellby Financial

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Brian Cantor

Principal Analyst & CCW Digital Director
Customer Management Practice

Your engagement pays off - literally. Join us as we recognize a winner and hand out exciting prizes to wrap the day on a high note.

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Nicoletta Karpathios

Deputy Divisional Director, CMP Exchange
Customer Management Practice

6:00 pm - 8:00 pm MDT Offsite Reception @ Budweiser Brickhouse Tavern | Game On, Wind Down

Wrap up Day 2 with a lively night out at Brickhouse Tavern, located right next to the iconic Wrigley Field. This offsite reception brings together great food, cold drinks, and unbeatable rooftop vibes for the perfect mix of networking and unwinding.