DAY 2 | Thursday, May 15
7:15 am - 7:45 am
CDT
Rise & Shine Breakfast
7:45 am - 7:50 am
CDT
Chairperson's Opening Remarks
7:50 am - 8:30 am
CDT
CHIEF CHAT | The Future of Experience
Jeremy Victor -
Chief Customer Officer,
Noom
Jamie Lawyer - Deputy Executive Director, Rubin Museum of Art
David Weisman - Chief Experience Officer, NYC Health + Hospitals
Brian Cantor - Managing Director, Digital, Customer Management Practice
To set the stage for the day, join three visionary cross-industry CXOs as they share their insights on the evolving landscapes of experience. As organizations navigate rapid technological advancements, rising customer expectations, and the increasing importance of employee engagement, these leaders will explore the broader trends shaping the future of experience. From the integration of AI and automation to balancing personalization with privacy concerns and fostering collaboration across teams, they will discuss the key challenges and opportunities in leading through these transformations. Join us for a deep dive into the experience economy and how leadership is navigating this shifting landscape.
8:30 am - 9:00 am
CDT
KEYNOTE CASE STUDY | Bridge VoE & VoC to Drive Impactful CX Innovations
Sara Monnette -
Vice President, Customer Experience,
Tosca
Optimizing the customer journey through data-driven decisions is essential to delivering better experiences. By continuously measuring outcomes and adjusting toward an ideal state, organizations can improve CX in real time. When paired with the employee journey, this approach becomes even more powerful—frontline insights from Voice of the Employee (VoE) help shape smarter, more responsive strategies. In this session, we’ll explore how to align VoC and VoE to enhance the customer journey in both B2B and B2C environments, using real-world examples to show how integrated insights lead to stronger relationships and better outcomes.
9:00 am - 9:30 am
CDT
EXPERT PANEL | Journey Mapping: Chart the Course for Better Experiences
Strat Parrott -
Vice President, Head of Experience Design, CX UX,
FIrst Horizon Bank
Dr. Tracy Ann Shaw - Head of Engagement Strategy, Equitable
Savitha Krishnamoorthy - Head of Digital Banking, Citi
Brian Cantor - Managing Director, Digital, Customer Management Practice
Customer experience is no longer limited to a single interaction in a single space. As organizations evolve through rebrands, acquisitions, and adaptations to inevitable digital advancements, understanding the full scope of the customer journey has become more complex than ever.
Our panelists will share practical insights into how journey mapping can be leveraged to uncover pain points, align cross-functional teams, reimagine both digital and in-person touchpoints, and more.
Whether just beginning to formalize journey mapping or building on established strategies, panelists will share how they’re leveraging journey mapping to shift internal mindsets from product-first to human-centered, translate legacy experiences into intuitive digital ones, and drive continuous improvement across every touchpoint.
9:30 am - 11:00 am
CDT
Business Meetings
11:00 am - 11:30 am
CDT
Networking Break
Masterclasses
Masterclass A
11:30 am - 12:00 pm From Chaos to Clarity: Building an AI Roadmap That Actually Works Tim Blank - Chief Revenue Officer, Support Services Group (SSG)Lexy Desrosiers-Replogle - Senior Vice President of Solutioning & Innovation, Support Services Group
With AI dominating headlines and executive agendas, many contact centers are under pressure to reduce costs, boost customer satisfaction, and adopt automation—all at once. Yet, over 70% remain stuck in pilot mode or struggle to realize value from hastily chosen tools. This session cuts through the noise and provides a practical, phased framework for building an AI roadmap that drives real business impact. Attendees will explore key topics including how to align AI initiatives with business pain points, structure cross-functional governance, avoid adoption pitfalls, and create a culture where AI is seen as an enabler—not a threat. The session will also share lessons learned from real-world BPO use cases, outline how to de-risk AI adoption through purposeful pilots, and introduce a five-phase roadmap for scaling innovation. Designed for CX leaders, operations execs, and transformation strategists, this session offers clarity, structure, and actionable guidance to help teams move from experimentation to execution—without overwhelming the organization.
Key Takeaways:
- Learn how to build an AI roadmap rooted in business pain points—not hype
- Discover a 5-phase framework to scale AI with purpose, not chaos
- Understand the role of governance and cross-functional alignment in successful adoption
- Gain practical strategies to drive agent buy-in and avoid tool fatigue
Sponsored by: Support Services Group (SSG)
Lexy Desrosiers-Replogle
Senior Vice President of Solutioning & InnovationSupport Services Group
Masterclass B
11:30 am - 12:00 pm Stop Asking for Feedback: How Voice AI Is Redefining VOC Jason Ten-Pow - Chief Executive Officer, ONRSean Albertson - Founder & CEO, CX4ROCKS
Traditional customer experience (CX) strategies are built on surveys—and most customers ignore them. In this provocative fireside chat, Sean Albertson sits down with bespokeCX CEO Jason Ten-Pow to explore why it’s time to stop surveying and start listening. Together, they’ll unpack how Voice AI is transforming customer conversations into real-time insight engines—capturing emotion, sentiment, and intent at scale. Learn how leading brands are ditching legacy feedback loops in favor of continuous, conversational VoC strategies that actually drive change. If you're still waiting weeks for a report to tell you what just happened, you're already behind.
Key Takeaways:
- Why post-interaction surveys are broken—and what’s replacing them
- How AI-driven voice analysis reveals what customers won’t tell you in surveys
- The new role of empathy in automated service
- What leading brands are doing right now to shift from reactive to proactive CX
Sponsored by: ONR
12:00 pm - 1:00 pm
CDT
Networking Lunch
1:00 pm - 1:45 pm
CDT
INTERACTIVE Q&A PANEL | New Era of Experience Leadership: Navigate Expanding Roles & Connect the Dots Across Customer Journeys
Cale Benner -
Senior Director Total Experience,
The Standard
Angel Rogers - Head of Customer Success & Renewals, Rockwell Automation
Brian Cantor - Managing Director, Digital, Customer Management Practice
In an increasingly digital world, experience leaders are not only being tasked with new responsibilities, like sourcing and implementing new technologies, but also often being called to connect the dots across the entire customer journey. From user experience design to journey orchestration to customer success, functions that once operated separately are becoming deeply intertwined. In this panel, hear from executives who have navigated these shifts, tackled new responsibilities, and aligned experience strategy across functions to deliver a cohesive, end-to-end customer experience.
- Understand how experience roles and functions are evolving and becoming more interconnected.
- Explore strategies for integrating UX, CX, and EX into a cohesive customer journey.
- Gain insights into balancing leadership, navigating expanding roles, and cross-functional integration for a seamless customer journey.
1:45 pm - 3:15 pm
CDT
Business Meetings
3:15 pm - 3:45 pm
CDT
Crunch Time Networking Break
3:40 pm - 4:15 pm
CDT
Expert Insight & Interactive Workshop | From Principles to Practice: Inclusive CX Design
Misty Bell Stiers -
Senior Vice President, Global Head of Inclusive Design,
Citi Corp
Accessibility and inclusivity are two words we hear all the time. But what do they actually mean? More importantly, how do we apply those principles in CX design and journey mapping in meaningful ways? In this [keynote and Q&A session / workshop], we’ll learn what it means and looks like to design for inclusivity, and practical strategies for how to create experiences that are equitable, thoughtful, and reflective of diverse needs and identities.
Through real-world examples, we’ll examine how language, touchpoints, environments, and more shape user experiences and discuss the responsibility design teams have to ensure no one is left behind.
- What do inclusivity & accessibility mean in UX design, and how to distinguish between the two?
- Identify areas where current design practices may be unintentionally exclusive.
- Learn practical strategies for embedding inclusive design thinking into experience design.
- The importance of ongoing dialogue and collaboration with internal and external stakeholders.
Unwin'ed Think Tanks
Unwin'ed Think Tank A
4:15 pm - 5:00 pm Navigating the Future of Strategic OutsourcingAs organizations increasingly focus on customer experience (CX), balancing mission-driven values with business objectives has become a critical challenge. This workshop will explore how buyers can optimize outsourcing strategies amid economic pressure, AI disruption, and evolving market dynamics — leading to actionable steps in vendor selection and innovation adoption.
- Mission-Driven Experience Design: How can organizations blend their core mission with customer experience to create meaningful interactions that resonate across diverse audiences?
- Transform Engagement: Beyond satisfaction, how can we design experiences that leave a lasting impact and drive deeper connections with our audiences?
- Balance Experience with Revenue: Explore strategies for integrating revenue goals with experience objectives, ensuring both financial growth and mission alignment.
- Overcome Team Silos: CX goes beyond contact centers – how can cross-departmental collaboration (marketing, revenue, content) enhance the overall customer experience?
Sponsored by: DATAMARK
Unwin'ed Think Tank B
4:15 pm - 5:00 pm Voice Bots, the Uncanny Valley, and the Future of Personalization Joe Carey - Vice President of Customer Experience, FreeClimbAs voice technology and AI evolve, human-machine conversations are sounding more natural than ever. This opens new doors for personalized, high-touch experiences—but also raises important questions. How are customers reacting to these lifelike interactions? Do hyper-personalized voice bots enhance or hinder customer trust? And just because we can design them, does that mean we should?
In this roundtable, we’ll explore the opportunities and risks of conversational AI, how the uncanny valley affects user perception, and whether traditional voice design best practices still apply—or need to evolve.
Sponsored by: FreeClimb
5:00 pm - 5:30 pm
CDT
KEYNOTE CASE STUDY | Leveraging Data and Analytics for Improved Retention: A Case Study from Realtor.com
Ted Wroblewski -
Vice President of Customer Data Science & Analytics,
Realtor.com
Many of the models and techniques used for data-driven retention are well known, but every company's journey with implementation is different. This session will explore innovative strategies employed by one of the leading real estate platforms to analyze user behavior, predict churn, and then implement targeted retention initiatives. Learn how data-driven decision making is reshaping customer engagement in the digital real estate market and discover actionable insights that can be applied across various industries.
5:30 pm - 7:30 pm
CDT
Cruisin' with The King Cocktail Reception
We're excited to welcome you to Memphis for the Chief Experience Officer Exchange, this May 14 - 16.
Get ready to unwind at our Day Two Networking Reception at the Elvis Presley Automobile Museum!
- Location: Presley Motors Museum
- Date: May 15th
- Free shuttles to the venue to begin at 5:45 PM.
- Time: 6:00 PM
Join us for a memorable evening as you cruise through Elvis's legendary car collection, enjoy bites and drinks, and connect with fellow attendees in a truly iconic setting.
No need to RSVP-just bring your appetite and good vibes. We can't wait to see you there!
