In healthcare, empathy isn’t a soft skill — it’s a survival skill. This hands-on session explores how hospitals train teams to lead with compassion in moments of fear, urgency, and vulnerability — and how those same frameworks can elevate customer experience in any industry.

You’ll learn how to build emotional intelligence into service design, coach teams to communicate under pressure, and transform “difficult moments” into trust-building opportunities. Through a live role-play and empathy-mapping exercise, participants will practice reframing real-world customer scenarios and walk away with practical tools to operationalize empathy at scale.

In healthcare, empathy isn’t a soft skill — it’s a survival skill. This hands-on session explores how hospitals train teams to lead with compassion in moments of fear, urgency, and vulnerability — and how those same frameworks can elevate customer experience in any industry.

You’ll learn how to build emotional intelligence into service design, coach teams to communicate under pressure, and transform “difficult moments” into trust-building opportunities. Through a live role-play and empathy-mapping exercise, participants will practice reframing real-world customer scenarios and walk away with practical tools to operationalize empathy at scale.

Networking Break

Conversation about the AI transformation is unavoidable, and it is not just empty rhetoric. Nearly 99% of CX leaders say they are maintaining or increasing investment levels in 2025.

But as our community relentlessly discusses the promise of AI, is it neglecting the most important voice – that of the customer? New research says yes, with a large number of customers expressing significant concern about what AI means for the future of brand interactions.

What are these concerns? More importantly, how can we successfully mitigate those issues and pursue AI in a way that will improve efficiency and customer centricity? As we conclude the CXO Exchange, join this interactive, research-driven session that will provide the answers. Topics include:

What customers want: the surprising (and not-so-surprising) findings from our consumer preferences survey

-AI scorecard: what is and is not working about customer-facing AI

-Bot vs. agent: how can you balance the two in a customer-centric way

-Risk revision: the concerns that truly matter as you design your CX AI strategy

-AI fails: examples of AI that went wrong (and what brands could have done instead)

Audrey Steeves

Content Analyst
Customer Management Practice

See Bio