October 15-17, 2025 | Downright Austin | Austin, TX
DAY 1 Wednesday | October 15
10:00 am - 10:30 am
Check-In Opens
10:30 am - 10:45 am
Exchange Orientation + Opening Remarks
10:45 am - 11:15 am
CMP Research Signature Study | AI for CX: Presenting CMP Research Prism for Customer Analytics
Jordan Zivoder -
Quantitative Research Lead,
CMP Research
Companies are looking to better understand their customers so can serve them more proactively. That's one reason why 68% of companies are increasing investments in customer analytics tools. AI is expanding what analytics tools can do and better UX, ease of use, upgraded visualizations and more are helping analytics and Voice of Customer teams move beyond reactive data, like post-contact surveys. How should you differentiate customer analytics providers and what do marketplace trends suggest about this technology category? Learn more from CMP Research as it unveils its latest Prism for Customer Analytics Tools.
11:15 am - 11:45 am
Keynote | The Humans beyond the Tech: The Future of Workforce-Driven CX
With billions spent annually on promotional activity, the stakes for getting personalization right in consumer packaged goods (CPG) have never been higher. In this session, Varun Khanna shares insights from his new AI venture focused on unlocking the true potential of customer data and personalization in the CPG space. Drawing on real-world examples from billion-dollar CPG promo budgets, Varun will break down how advanced forecasting, AI, and data analytics can radically improve promo efficiency and eliminate waste.
How AI and data analytics are transforming product development and forecasting
The role of hyper-personalized promotions in driving ROI across the CPG industry
Lessons learned from implementing AI at scale within billion-dollar brands
Why now is the time to move beyond spreadsheets and embrace intelligent automation
This session is designed for decision-makers looking to activate smarter, AI-driven strategies for growth and efficiency in CPG and beyond.
11:45 am - 12:30 pm
Lonestar Networking Brunch
12:30 pm - 1:30 pm
Business Meetings
1:30 pm - 1:45 pm
Comfort Break
1:45 pm - 2:15 pm
Expert Inisghts | The Social Safety Balancing Act: Navigating Trust, Safety, and AI in CX
Nishtha Jain -
Head of Innovation and Digital Technology,
Takeda
As the digital world continues to evolve, the design of social platforms has far-reaching implications for user well-being, trust, and safety. In this forward-thinking keynote, Nishtha Jain examines the unintended consequences of current platform design and makes a compelling case for integrating safety as a core design principle. With the rise of generative and agentic AI accelerating user engagement and personalization, Jain explores the need for clearer accountability standards, including the potential for digital safety labels. Drawing from cross-industry examples and human-centered design approaches, this session challenges CX, UX, and technology leaders to prioritize trust, ethics, and user protection at the foundation of innovation.
2:15 pm - 2:45 pm
Quickfire Spotlight | 3 Stories, 30 Minutes, Real Results
Paul Lima -
Managing Partner,
Lima Consulting
James Brown - Messaging Relationships – Apple & Google, First Class Connection
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 - 3:15 pm
Networking break
3:15 pm - 4:45 pm
Business Meetings
4:45 pm - 5:00 pm
Comfort Break
5:00 pm - 5:45 pm
Expert Panel | Designing Experiences Customers Crave — and Building the Workforce to Deliver Them
Ginny Couvillon -
Head of Client Services, US Wealth Management,
UBS
David Weisman - Chief Experience Officer, NYC Health + Hospitals
Sarah Baker - Senior Director of Customer Experience, TodayTix
Audrey Steeves - Content Analyst, Customer Management Practice
AI is everywhere — but slapping tools onto broken processes isn’t transformation. It’s window dressing. The real opportunity is rethinking how we design experiences that customers actually want, and employees are empowered to deliver.
