Day 2 | Thursday, July 24

Kickstart your day with engaging conversations and a healthy breakfast, setting the tone for a day full of motivation and meaningful connections.

Take a few minutes to re-orient yourselves with today's itinerary. We will review any housekeeping items and updates.

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.

Omar Farooq

Principal Architect – Marketing & Analytics
QVC

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As finance teams across industries modernize, many are discovering that the real value of AI and predictive analytics isn't just in sharper forecasts—it's in transforming how people work. But turning data into decisions at scale requires more than deploying tools. It takes a shift in mindset, structure, and culture.

Join us for an intimate fireside chat with enterprise finance and analytics leaders who are leading this charge. We’ll dig into the real stories behind AI transformation at scale—from building data marketplaces to rethinking forecasting across hundreds of contributors.

Together, we’ll explore:

How predictive models and GPT-powered tools are streamlining a 400-person forecasting process

Why a self-service data marketplace built with Power BI and Copilot is fueling faster, smarter decisions for 2,500+ analysts

Where organizations get stuck—from tooling limitations to gaps in data literacy and the people side of change

What meaningful return on analytics looks like—and how to measure impact beyond traditional ROI

Whether you’re a CX leader, tech executive, or finance strategist, this conversation will offer a grounded roadmap for building scalable, human-centered analytics across your enterprise.

Drew Denardo

Chief Technology Officer
Jogo Health

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Please check your 1:1 personalized itinerary located under "My Meetings" in the mobile app to see what's happening now.

Senior leaders face an avalanche of AI choices, each promising revolutionary customer experiences and dramatic cost savings. Yet Gartner predicts 42% of AI initiatives will be abandoned by 2025, with nearly half never progressing beyond proof-of-concept. The hard truth: Navigating AI successfully requires more than ambition and budget—it demands informed guidance rooted in deep customer understanding.

Join Craig Florio, VP of IT Operations at Aqua Finance and former Vice President of Strategy and Transformation at Synchrony Financial, for a provocative roundtable discussion on navigating the AI minefield. Craig consistently positions himself among the elite 10% who succeed with leading edge technology by first deeply understanding customer interactions, complexity, and agent performance.

In this interactive, open-ended session, you’ll share real-world challenges, confront anxieties about costly missteps, and discover why simple, usable solutions consistently outperform flashy promises. Leave empowered to establish a clear customer-experience baseline, confidently guiding your company toward AI investments that genuinely enhance your business—not jeopardize it.

In this interactive roundtable, participants will step into the shoes of Lunexa, a fictional Fortune 1000 company facing real-world challenges: customer churn, fragmented data, and missed growth opportunities. Through a dynamic role play, we’ll explore how cross-functional leaders respond under pressure—and how trusted partners like EX Squared and Encora can help turn chaos into clarity.

Key Takeaways:

Understand the business impact of disconnected systems and outdated models.

Experience how executive roles (CEO, CTO, CFO, Marketing, Sales) view the same problem through different lenses.

See how AI and content intelligence can unlock value from existing assets.

Discover how trusted partners can accelerate transformation with empathy, speed, and structure.

Engage the audience with humor, tension, and relatable challenges.

In an era of accelerating digital transformation, organizations are embracing AI, advanced analytics, and automation to unlock customer insights — but not without risk. Sensitive customer data and proprietary models require robust governance, compliance with global privacy regulations, and a firm cybersecurity backbone.

This session explores how industry leaders are leveraging secure, compliant data strategies while enabling organizational change through employee-driven adoption. Learn how to embed cybersecurity principles into the fabric of your analytics strategy, run cross-functional workshops to align teams, and use internal champions to drive safe experimentation with emerging tech.

Walk away with actionable insights on:

Building a secure data culture without stifling innovation

Operationalizing data governance and privacy by design

Leading employee workshops that demystify AI, analytics, and cybersecurity risks

Scaling new technology rollouts by embedding trust, transparency, and accountability

Whether you’re rolling out customer segmentation tools, generative AI assistants, or real-time personalization platforms, this session will help you navigate the evolving landscape of customer analytics with resilience and confidence.

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.

Anne Dunkin

Chief Information Officer
US Department of Energy

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Ken Hubbel

AI Technology Expert - AI Corps
US Dept. of Homeland Security

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Rob Teel

Chief Technology Officer
State of Oklahoma

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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.

Gina Williams

Call Center, Director
Midland Radio

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Kai Shulz

Director, DIgital Analytics & insights
ADT

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Craft Texas cocktails like Ranch Water, Texas Mule (with Deep Eddy vodka), and mezcal margaritas, plus Shiner Bock & Lone Star beers.