DAY 1 | Wednesday, May 14

Companies are looking to better understand their customers so can serve them more proactively. That's one reason why 68% of companies are increasing investments in customer analytics tools. AI is expanding what analytics tools can do and better UX, ease of use, upgraded visualizations and more are helping analytics and Voice of Customer teams move beyond reactive data, like post-contact surveys. How should you differentiate customer analytics providers and what do marketplace trends suggest about this technology category? Learn more from CMP Research as it unveils its latest Prism for Customer Analytics Tools. 

Brian Cantor

Managing Director, Digital
Customer Management Practice

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What if experience design was not merely about delivering solutions we pre-conceive as the best, but about provoking new possibilities? Design is often viewed as a step to refine existing ideas rather than questioning and experimenting with their underlying concepts. This session examines how design can catalyze innovation by challenging business assumptions, uncovering customer insights, and advancing product strategy. Through bold experimentation and consistent collaboration, learn how to transform design from a function of execution into a driver of smarter and more impactful product development.

Nick Birkby

Vice President, UX Research
JP Morgan Chase & Co.

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There’s a new class of artificial intelligence tools that can design and build products on demand—have you heard?

The infusion of artificial intelligence into every aspect of how we work has set off a cascade of changes that are poised to fundamentally change how CX practitioners create and personalize great experiences. The risks of proceeding are equally matched by the opportunity ahead to get it right. In this talk, Hendrik will explore how these new technologies are likely to reshape how we work, how we build teams, and how customers experience our brands.

Hendrik Kleinsmiede

SVP, Customer Experience and Design
Mastercard

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This isn’t just a panel about careers in finance, it's a conversation about purpose, passion, and the transformational power of advocacy.

Join a dynamic fireside chat with women leaders who have not only shaped successful careers in the financial sector but have also channeled their influence and social capital into meaningful change. From healthcare access and human rights advocacy to global philanthropy and climate action, these women show us what it means to lead with both head and heart.

Together, we’ll explore how their day jobs intersect with their passion projects, how they leverage networks and social capital to amplify impact, and what lessons they’ve learned about resilience, equity, and driving systemic change.

If you’ve ever wondered how to align your career with your higher purpose or how to use your professional platform to create broader social good this session will inspire and challenge you.

Dr. Tracy Ann Shaw

Head of Engagement Strategy
Equitable

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Dr. Erlin Kakkanad

Assistant Director of OPEX
Principal Financial Group, Inc.

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Sandy Ko Fonseca

Founder and Principal
Customer Management Practice

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As organizations adapt to hybrid models, AI integration, and shifting employee demands, leaders must take responsibility for building resilient, adaptable cultures that balance performance with well-being. In this session, we’ll explore how workplace dynamics are evolving, from technology and flexibility to new workplace cultures reshaping the future of work.

Effective leaders must navigate these changes with clarity, communicate the why behind shifts, and foster trust in uncertain times. We’ll also discuss how AI is transforming productivity and job roles—not as a replacement, but as an enabler for innovation. In this session, Larissa will share her insights on navigating change with confidence and impact, providing real-world insights and strategies to help you build for impactful, resilient leadership in times of crisis. The session will be followed by a Q&A session and dive deeper into strategies that work. 

Larissa Thomas

Vice President of Global Talent and Effectiveness
Electronic Arts Inc

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In today's challenging business landscape, customer experience (CX) leaders face mounting pressure to demonstrate clear returns on their investments while meeting rising customer expectations. This session provides practical strategies to help you break through the CX slump and deliver measurable business value. Learn how to align your CX initiatives with business goals, leverage AI capabilities responsibly, and create personalized customer experiences that drive loyalty. We explore effective approaches to consolidate data silos and build compelling ROI narratives that resonate with C-suite stakeholders. You'll gain insights into capability planning, measuring success metrics, and balancing innovation with customer trust. This session equips you with actionable frameworks to transform your CX strategy and demonstrate tangible business impact in an era of tightening budgets and increasing demands.

Sponsored by: Amazon Web Services (AWS)

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Connie Watkins

Head of CXE Sales and Business Development
Amazon Web Services

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