Day 2 | Thursday, July 24
8:00 am - 8:30 am
MDT
Rise and Shine Breakfast
Kickstart your day with engaging conversations and a healthy breakfast, setting the tone for a day full of motivation and meaningful connections.
8:30 am - 8:45 am
MDT
Chairperson's Remarks
Take a few minutes to re-orient yourselves with today's itinerary. We will review any housekeeping items and updates.
8:30 am - 9:00 am
MDT
Keynote | Balancing Precision and Privacy: Architecting Smarter Journeys with Scalable Customer Data
Omar Farooq -
Vice President, Digital Marketing & Customer Analytics,
QVC
With customer data growing in complexity and volume, how can organizations deliver personalized, predictive experiences while remaining compliant across an increasingly fragmented regulatory landscape?
From implementing deterministic and probabilistic models to navigating evolving privacy laws like GDPR and CCPA, learn how to leverage real-time data architecture and AI to shape adaptive customer journeys.
What you'll learn:
Building flexible architectures to handle state-specific privacy regulations
Using probabilistic analytics to respect customer anonymity while delivering value
Reimagining customer data platforms beyond the hype to power real-time decisioning
Harnessing generative AI for meaningful engagement through email, push, and SMS
Designing gamified, non-intrusive digital experiences that balance business goals with customer preferences
Whether you're just starting your customer analytics journey or scaling your AI and data science capabilities, this session will equip you with practical insights on how to future-proof your personalization strategies without compromising trust.
9:00 am - 9:30 am
MDT
Interactive Panel | Data Remix: Blending Old-School Insights with New-School Tech for a 360° Customer View
Drew Denardo -
Chief Technology Officer,
Jogo Health
Luke Williams - Senior Director, CX Measurement & Insight Strategy, Microsoft
Data is everywhere—but turning it into meaningful, actionable insights remains a challenge. Organizations today must navigate fragmented data landscapes, evolving customer behaviors, and the balance between AI-driven automation and human insight. This panel will explore how cutting-edge customer analytics, audience identity models, and generative AI are reshaping how companies harness data while integrating traditional techniques like surveys and direct customer feedback for a more holistic approach. Join industry leaders as they discuss:
• The evolution of customer analytics in an increasingly fragmented media and business environment.
• AI-powered automation and dashboard innovations for real-time decision-making.
• Gamification and behavioral data—using incentives and engagement strategies to drive action.
• Balancing old-school techniques (surveys, direct feedback) with AI and automation for a complete view of customer sentiment.
• Challenges in data accessibility and cross-platform measurement—and how companies are overcoming them.
Expect a dynamic discussion on how to blend human insight with AI-driven efficiency, rethink customer data strategies, and drive smarter, more impactful business decisions.
9:30 am - 11:00 am
MDT
1:1 Pre-Scheduled Meetings
Please check your 1:1 personalized itinerary located under "My Meetings" in the mobile app to see what's happening now.
11:00 am - 11:30 am
MDT
Texas Tea Time Networking Break
With the growing adoption of voice assistants and visual search technologies, businesses are increasingly analyzing customer interactions with these cutting-edge interfaces to enhance the user experience. This session will explore how voice and visual analytics can optimize search and discovery processes, streamline customer interactions, and personalize experiences by tapping into the power of voice and image-driven data.
As data privacy concerns grow and regulations tighten, businesses must find innovative ways to protect customer information without compromising the value of their analytics. This session will explore cutting-edge privacy-preserving techniques—such as differential privacy, federated learning, and secure multi-party computation—that enable organizations to extract meaningful insights while maintaining compliance and customer trust. Attendees will learn how to implement these approaches to drive personalized, data-driven experiences without exposing sensitive information.
Key Takeaways:
The evolving landscape of data privacy regulations and their impact on analytics
An introduction to privacy-preserving technologies: differential privacy, federated learning, and beyond
Practical applications for balancing personalization with data protection
Strategies for integrating privacy-first analytics into business decision-making
12:00 pm - 1:00 pm
MDT
Tex-Mex Power Lunch
Effective workforce management is critical to delivering an exceptional customer experience. By analyzing data on call volumes, peak times, and agent performance, businesses can optimize staffing levels to ensure that contact centers are properly equipped to handle demand. This session will explore how leveraging analytics can improve response times, reduce customer wait times, and ultimately drive more efficient, customer-friendly operations.
High-quality data is the backbone of any data-driven strategy, directly influencing CX. This session will explore the critical importance of data quality, focusing on accuracy, completeness, reliability, and consistency. We will discuss how businesses can improve data quality through validation, cleansing, and ongoing maintenance processes, ensuring that data can be trusted to support better decision-making and drive effective customer insights.
Understanding Data Quality: Key attributes of high-quality data and why they matter for CX.
Data Validation & Cleansing: Best practices for ensuring your data is accurate and complete.
Continuous Data Maintenance: The importance of regular data checks and updates to maintain reliability.
Improving CX with Quality Data: How quality data leads to better insights, more informed decisions, and stronger customer experiences.
1:45 pm - 3:15 pm
MDT
Business Meetings
3:15 pm - 3:45 pm
MDT
Texas Hold Em Networking Break
3:45 pm - 4:15 pm
MDT
Expert Insights | Beyond Boomers: Winning Young Millennials and Gen Z with Smarter Analytics
Kimberly Newman -
Corporate Vice President, CRM Strategy & Lifecycle Marketing,
New York Life
To engage the next generation of customers, organizations are leveraging advanced analytics and segmentation to deliver hyper-personalized experiences. This session explores how integrating demographic insights, product ownership, and life-stage data enables smarter targeting and deeper relationships. Discover how predictive modeling and propensity strategies optimize marketing spend while unlocking growth across customer tiers. Learn how to break down data silos for a 360-degree customer view and adapt products and messaging to attract Gen Z. Plus, explore the evolving role of AI in shaping the future of client marketing. Walk away with data-driven strategies to boost retention, engagement, and long-term business success.
4:15 pm - 4:45 pm
MDT
Turning Public-Sector Data into Private-Sector Insights
Anne Dunkin -
Chief Information Officer,
US Department of Energy
Soumam Debgupta - Chief Technology Officer, Washington State Department of Social and Health Services
Ken Hubbel - AI Technology Expert - AI Corps, US Dept. of Homeland Security
As AI, automation, and advanced analytics redefine customer intelligence, organizations must navigate an evolving landscape of real-time insights, hyper-personalization, and predictive modeling. This session explores the future of customer analytics in an era where emerging technologies are unlocking deeper customer understanding while raising critical questions about data ethics, privacy, and trust.
Key discussion points include:
How AI and machine learning are shaping next-generation customer analytics
The role of automation in driving efficiency and personalization at scale
Striking the balance between data-driven insights and evolving privacy regulations
The impact of new and emerging technologies on customer engagement strategies
Best practices for building a responsible, future-proof customer analytics strategy
Join industry leaders as we explore how businesses can harness AI-driven analytics while maintaining customer trust in a rapidly changing digital landscape.
Soumam Debgupta
Chief Technology OfficerWashington State Department of Social and Health Services
4:45 pm - 5:15 pm
MDT
Elevate Brand Loyalty & Transform Customer Journeys Through the Power of Data
Atul Sehgal -
Head of Data Science,
Swire Coca Cola
Gina Williams - Call Center, Director, Midland Radio
Dr. Shireesh Mishra - Head of Portfolio Analytics and Insights, Citi
Hailong Wang - Director of Analytics, Senior Quant Manager, Fifth Third Bank
Customer expectations are shifting faster than ever, demanding businesses not just react to change—but anticipate it. Yet, while organizations collect vast amounts of data, many struggle to translate insights into meaningful action. The true power of analytics isn’t in complex models alone—it’s in how data is communicated, applied, and used to shape customer journeys. In this session, industry leaders will explore how to bridge the gap between insights and impact, using data to drive innovation, optimize experiences, and fuel business growth. Key Takeaways: • From Data to Strategy: Turn customer insights into a dynamic roadmap for innovation and competitive advantage.
• Making Analytics Actionable: Tailor insights for different audiences, ensuring accessibility and alignment with business goals.
• Journey Mapping with Impact: Identify and eliminate friction points to craft seamless, high-value customer experiences.
• Predictive Insights for Growth: Shift from reactive metrics to anticipating customer needs and behaviors.
• Pilot, Iterate, Scale: Leverage pilot programs to test and refine data-driven strategies before full-scale rollouts.
Join us to learn how leading organizations are harnessing the power of data—not just to understand customers but to transform their experiences and build lasting loyalty.
4:45 pm - 6:15 pm
MDT
Sips & Saddles Networking Reception
Craft Texas cocktails like Ranch Water, Texas Mule (with Deep Eddy vodka), and mezcal margaritas, plus Shiner Bock & Lone Star beers.
