Day 1 | Wednesday, September 24
10:00 am - 10:30 am
Check-In Opens & Coffee
10:30 am - 10:45 am
Exchange Orientation & Icebreaker
10:45 am - 11:15 am
CMP Research Briefing | The Chatbot Reboot: Smarter Self-Service Starts Here
Brooke Lynch -
Divisional Director of Digital,
Customer Management Practice
Customer demand for digital and self-service is growing—but customer satisfaction in these channels continues to lag, limiting adoption. Generative and agentic chatbots offer new promise for improving automated chat experiences, but with a crowded vendor landscape, how do you choose the right solution?
In this session, CMP Research will reveal the results of its latest Prism Analysis—a fit-for-purpose technology assessment framework designed for CX and customer contact leaders. You’ll walk away with key takeaways from market trends, analyst evaluations, and user feedback—giving you a clear view of how leading chatbot and virtual agent providers compare.
11:15 am - 12:00 pm
Windy City Welcome Lunch
12:00 pm - 12:30 pm
Lead with Impact | From the Boardroom to the Frontlines: Rebuilding Patient Access with Purpose & Culture
Joan Pendergast Cox -
Chief Experience Officer,
LifeBridge Health
Patient access and experience challenges go far beyond restrictive schedules and inefficient self-service – they often reflect a deeper disconnect between executive priorities and frontline realities. It is paramount to foster a people-first approach to patient access that transforms both patient experience and workforce culture and engagement. Drawing from system-wide initiatives that reconnected frontline staff to their “why,” we’ll learn how cultural alignment, data analysis, and operational design must work hand-in-hand to deliver care that centers the patient and staff.
- Align patient access strategy with the purpose and engagement of frontline staff.
- Meaningful data interpretation – beyond dashboards and reports.
- Bridge the gap between executive priorities and day-to-day challenges and needs for frontline workers.
- Shifting from provider-centered design to models that reflect real patient lives.
12:30 pm - 2:00 pm
Business Meetings
2:00 pm - 2:15 pm
Comfort Break
2:15 pm - 2:45 pm
Quickfire Spotlight | 3 Stories, 30 Minutes, Real Results
In this fast-paced, TED-style session, three solution providers each take the stage for a focused 8–10 minute talk.
Each spotlight highlights a real customer experience challenge - and the solution that made a measurable impact. Clear, concise, and results-driven.
2:45 pm - 3:00 pm
Comfort Break
Surveys are just the start. From pre-care logistics to post-visit feedback, leading organizations are turning real-time sentiment and feedback data into fuel for better outcomes and measurable ROI.
Key Takeaways:
- Connect surveys, sentiment analysis, and behavioral data across the care journey.
- Uncover friction points before they impact experience or outcomes.
- Turn unstructured feedback into actionable insights and strategies.
- Design VoC strategies that drive personalization, performance, and improve outcomes.
Whether you're just getting started or looking to level up your strategy, you’ll leave with actionable takeaways for leveraging data to put your patients at the center of every decision.
Join our interactive workshop to learn how AI powered Intelligent Virtual Agents (IVAs) can deliver better CX with cutting-edge self-service capabilities. Dive into the latest trends in IVAs, get hands on with IVA configurations, and see how IVAs operate with the latest and best practices available in the market today. Hear from contact center operators that are using IVAs to empower their business and deliver better business outcomes.
By the end of this workshop, you'll have:
- Explored the latest research on self-service trends.
- Exchanged impactful self-service success stories.
- Seen IVAs in action.
- Discussed actionable recommendations for how you can use IVAs in your contact center.
Don't miss this opportunity to elevate your self-service game and meet customer demands with AI!
Sponsored by: Five9
3:30 pm - 4:00 pm
Networking Break
4:00 pm - 5:30 pm
Business Meetings
In today's challenging business landscape, customer experience leaders face mounting pressure to demonstrate clear returns on their investments while meeting rising customer expectations. This session provides practical strategies to help you break through the CX slump and deliver measurable business value. Learn how to align your CX initiatives with business goals, leverage AI capabilities responsibly, and create personalized customer experiences that drive loyalty. We explore effective approaches to consolidate data silos and build compelling ROI narratives that resonate with C-suite stakeholders. You'll gain insights into capability planning, measuring success metrics, and balancing innovation with customer trust. This session equips you with actionable frameworks to transform your CX strategy and demonstrate tangible business impact in an era of tightening budgets and increasing demands.
Sponsored by: Amazon Web Services (AWS)
As AI, AR remote assistance and other initiatives to reduce costs are introduced, there are substantial risks to customer loyalty. Traditional CX and BPO related models need to change, in order to protect your brand, avoid costly pitfalls and develop profitable revenue. This session will cover the implications, challenges and strategies to address the perfect storm of these technologies colliding with existing CX, traditional BPO models and agent development methodologies for customer service in 2025 and beyond.
Sponsored by: Clear Harbor
