Brian Cantor

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. 

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.

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.

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.

Innovative and high-impact CX strategies require more than just adoption of new tools; successful transformation requires intentional integration, cross-functional coordination, and a clear link to business outcomes. This panel brings together leaders driving enterprise-wide transformation to explore how to embed AI responsibly, build governance frameworks, and apply best practices to ensure new technologies are scalable, sustainable, and grounded in demonstrable ROI.

Learn strategies to evaluate emerging tools, evolve operating models, and build internal processes that ensure CX technologies function seamlessly across channels, teams, and time.

Key Takeaways:

• Governance & Guardrails: Building the right structures to ensure ethical, consistent, and compliant innovation
• AI Best Practices: Aligning AI initiatives with customer intent, business needs, and responsible data use
• Tech Meets Process: Connecting CX technologies to business architecture, operating models, and transformation goals
• Cross-Functional Collaboration: Creating the connective tissue across CX, IT, product, and operations for long-term success

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)