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.
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.
Virtual and mixed reality are rapidly emerging as powerful platforms for customer engagement, offering immersive brand experiences, remote product demos, and interactive service environments. Learn how to integrate these technologies into your CX strategy to meet evolving customer expectations.
Key Takeaways:
Understand the differences and CX applications of VR and MR
Learn how to develop immersive experiences that resonate with customers
Explore technical and operational considerations for VR/MR deployment
Identify metrics to evaluate immersive channel performance
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
Marketing powered by customer data delivers more relevant messaging and higher ROI. This session focuses on advanced segmentation, predictive analytics, and marketing automation tools that transform insights into targeted campaigns.
Key Takeaways:
Learn methods to collect and clean customer data for marketing use
Explore predictive models for churn, lifetime value, and offer optimization
Understand the integration of CX and marketing technology stacks
Discover metrics to track campaign performance and attribution
Take some time to recharge with some logic puzzles, coloring, and light bites during this mid-afternoon networking break!
As enterprises modernize their financial management and performance strategies, leaders are turning to AI, predictive analytics, and self-service tools to gain sharper insights and faster outcomes. But true transformation requires more than tech—it demands a shift in culture, capabilities, and governance.
In this panel, hear from enterprise analytics and finance leaders on how large organizations are reimagining forecasting, planning, and decision-making with data and AI.
Panelists will explore:
This session will give CX and tech leaders a roadmap to building scalable, human-centered analytics capabilities across business functions.
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.
Attendees will get an inside look at how the team is operationalizing a proprietary AI primer to extract sentiment, reduce token limitations, and train narrow models that simulate expert roles (from product owner to designer) in real time. Learn how this cross-functional team validates AI-generated insights, builds feedback loops into design, and pushes AI-informed concepts from exploration to development—all without breaching enterprise data constraints.
You’ll leave with a clearer understanding of how to:
Convert unstructured customer feedback into actionable insight
Reduce hallucinations by narrowing model focus
Create feedback loops between operations, design, and research
Build scalable processes that integrate proprietary AI safely
Join us for a candid conversation on building trust in AI-powered decision-making—before the full story even hits the market.
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.