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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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.

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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Audrey Steeves

Content Analyst
Customer Management Practice

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CX is on the rocks, and that’s exactly where transformation begins. Today’s CX challenges are the terrain that shapes lasting impact. From outdated metrics to rising expectations, we reveal how to lead through the turbulence using his People–Process–Platform model. You’ll walk away with fresh insights, practical tools, and a renewed sense of ownership to create seamless, loyalty-driving experiences, no matter how rough the waters get. Key Takeaways: Reframe friction as formation with a powerful CX metaphor that inspires action. Upgrade your CX playbook by shifting from survey-driven tactics to experience-led strategy. Align people, process, and platform to deliver seamless, loyalty-boosting journeys. Lead the evolution by becoming a connector, storyteller, and catalyst for change.

Jason Ten-Pow

CEO & Founder
BespokeCX

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

Transforming customer experience requires more than just adopting AI—it requires empowering your agents to use the technology effectively. In this session, we will discuss how AI can provide actionable insights that help agents work cohesively and resolve customer issues with minimal friction. Discover how data-driven AI can enable smoother, more impactful customer service interactions.

-Best Practices for Coordinating AI and Live Agents Across Channels

-Keys to Overcoming Resistance to AI and Organizational Change

-Insights on ensuring Consistent Customer Experience with AI-Augmented Training

Transforming customer experience requires more than just adopting AI—it requires empowering your agents to use the technology effectively. In this session, we will discuss how AI can provide actionable insights that help agents work cohesively and resolve customer issues with minimal friction. Discover how data-driven AI can enable smoother, more impactful customer service interactions.

Ian Tempro

Chief Operating Officer
IA Solutions

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Join Adam Pruitt, VP of Design Operation for Self-Directed Investing at JPMorgan Chase, as he opens the conversation with a thought-provoking prompt:
“When was the last time you used your product—and when was the last time you used customer feedback to improve it?”

This session features Zac Bolena and Emilio Harrison from JPMorganChase, who will share their journey of using AI to unlock the power of customer data. Attendees will hear:

• How they tackled the challenge of making AI accessible beyond tech teams—especially for UX.
• The barriers they faced in scaling AI adoption and how they overcame trust and accuracy issues.
• Practical advice for building centralized, reusable knowledge bases to power enterprise-wide AI.
• A framework for responsible AI usage, including the “4 D’s” from Anthropic’s AI Fluency Course.

Expect candid insights, real-world examples, and actionable takeaways for anyone looking to democratize AI in their organization.

Join Adam Pruitt, VP of Design Operation for Self-Directed Investing at JPMorgan Chase, as he opens the conversation with a thought-provoking prompt:

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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