What do you do when off-the-shelf systems can’t support your customer experience? You build your own. In this session, David Phipps takes us inside a logistics and technology ecosystem designed entirely from scratch—leveraging AI, robotics, RFID, and proprietary software to create seamless operations and responsive customer journeys.

With a complex network of inventory that spans transit, usage, and return, traditional financial and fulfillment systems fell short. The solution? A fully custom tech stack that connects inbound, outbound, and everything in between—turning operational control into customer value.

Key takeaways include:

How robotics and AI drive speed, accuracy, and reliability at scale

Why designing proprietary systems can unlock new CX capabilities

What it means to build for flexibility when inventory is constantly on the move

How to translate operational excellence into brand trust and customer loyalty

This session offers a firsthand look at how deep tech investment and agile thinking can create a competitive edge far beyond the warehouse floor.

David Phipps

Chief Technology Officer
Generation Tux

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In an era where AI is everywhere, the real opportunity isn’t just to deploy new tools—but to reimagine how we work. This dynamic panel brings together leaders at the intersection of artificial intelligence, service delivery, and workforce transformation to explore how financial institutions can modernize operating models without losing the human touch.

We’ll discuss how CX and operations teams are using emerging tech—like sentiment AI, interaction analytics, and agent copilots—not as blanket solutions, but as targeted tools to enhance both client and employee experiences. Hear how brands are evolving the contact center from a cost center into a value engine, building automation that adapts to regional nuances, and training agents to be tech collaborators and experience designers.

Topics we’ll explore include:

Moving from service models to value centers in the age of AI.

Operationalizing automation while creating “six-star” or "white glove" service moments.

Cultural nuance in global support automation.

Skill development and workforce transformation for long-term impact.

Avoiding past mistakes of tech-led transformations—offshoring, over-automation.

Crafting a business-led, client-first AI strategy—not a CFO-first one.

Join us for a conversation that cuts through the hype, offering pragmatic insight into building AI-enabled, human-centered CX strategies that future-proof your business—and raise the bar for service.

Ginny Couvillon

Head of Client Services, US Wealth Management
UBS

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David Weisman

Chief Experience Officer
NYC Health + Hospitals

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Ginny Couvillon

Head of Client Services, US Wealth Management
UBS

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Sarah Baker

Senior Director of Customer Experience
TodayTix

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Quantum computing promises to revolutionize data processing, optimization, and personalization in CX—but the technology is still emerging. This visionary session explores potential quantum applications in customer experience and how leaders can prepare strategically.

Key Takeaways:

Understand basic quantum computing concepts relevant to CX

Explore potential impacts on data analytics, personalization, and AI

Identify early use cases and pilot opportunities for quantum tech

Develop strategies for monitoring and preparing for quantum advancements

Sponsored by: IA Call Center

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In a time when innovation is often reduced to buzzwords and AI dominates the conversation, how can we stay grounded in what actually matters to users? In this engaging mainstage, UX strategist Nick Birkby draws on his cross-industry journey to explore what it truly means to design with people in mind. Attendees will gain a fresh perspective on user-centered research, cross-functional collaboration, and the role of intentional design in creating seamless digital experiences. With practical takeaways and real-world stories this talk unpacks how to bring humanity into innovationIn a time when innovation is often reduced to buzzwords and AI dominates the conversation, how can we stay grounded in what actually matters to users? In this engaging mainstage, UX strategist Nick Birkby draws on his cross-industry journey to explore what it truly means to design with people in mind. Attendees will gain a fresh perspective on user-centered research, cross-functional collaboration, and the role of intentional design in creating seamless digital experiences. With practical takeaways and real-world stories this talk unpacks how to bring humanity into innovation

Nick Birkby

Lead, UX Research
Flex

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Take some time to recharge with some logic puzzles, coloring, and light bites during this mid-afternoon networking break!

How do fleeting moments of customer feedback—like a conversation overheard on the subway—turn into scalable, build-ready product concepts? In this fireside chat, leaders from product operations, design, and research walk us through their emerging framework for transforming voice-of-customer data into validated product concepts using AI.

Adam Pruitt

Vice President, Design & Customer Experience
JP Morgan Chase

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Emilio Harrison

Vice President of User Experience Research
JP Morgan Chase

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Zach Bolena

Vice President, Experience Design (AI Strategies)
JP Morgan Chase

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In an era of rapid transformation, organizations are racing to innovate — but speed without structure often leads to fragmentation, wasted resources, and stalled adoption. This interactive panel brings together leaders who are balancing innovation with discipline to deliver measurable value. From consolidating platforms like survey tools to building smarter change frameworks, our panelists will explore how aligning technology, governance, and customer goals can unlock sustainable CX improvements and operational efficiency.

You’ll hear real-world stories on:

Driving faster time-to-value by consolidating tools and reducing complexity

Enhancing customer experience through unified platforms and real-time insights

Building cross-functional alignment to scale transformation initiatives

Enabling adoption from day one with agile, accountable change frameworks

Creating a culture of innovation that sticks — not just sparks

Attendees will leave with practical strategies to unify their digital efforts, elevate CX, and move faster — without losing sight of what matters most.

Sandhya Kamineni

Director, Digital And Data Science Product
Johnson & Johnson

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Anu Chatterjee

Director of Analytics
PepsiCo

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