A forward-thinking customer experience strategy is the key to success – and it needs to be more than just adaptable; it must be future-proofed. To ensure your business thrives, not merely survives, we provide you with the blueprint for navigating the unprecedented CX terrain. We’ll explore the latest technologies and connectivity innovations that are reshaping how consumers interact with their favorite brands. Discover how to align your strategy with the future of consumerism and ensure your business is staying ahead of the curve.

Experience silos are quietly derailing digital transformation efforts, with organizations failing to capture up to 40% of their transformation potential. The future belongs to enterprises that can break down these silos and create seamless, interconnected experiences across their entire ecosystem. This session uncovers how leading organizations are adopting Total Experience Architecture (TXA) to unify customer, employee, and partner journeys. We’ll showcase real-world strategies and actionable frameworks that leverage the convergence of CX, EX, and PX to unlock new levels of personalization, engagement, and business impact. Learn how a unified approach to experience management is transforming the way enterprises drive value and fuel innovation. 

Stretch your legs, mingle and grab a refreshment on ISG!

Imagine technology that understands what you need before you even ask. That future isn’t far off – it’s here. Welcome to the age of the invisible interface, where AI-driven predictive experiences are changing how we interact with brands, making things smoother and more effortless than ever. In this session, we’ll dive into how machine learning and AI are being used to create intuitive, predictive experiences that anticipate your next move. We’ll explore real-world examples of how this technology is simplifying customer journeys, boosting employee productivity, and creating those "wow" moments that feel almost magical. From smarter customer interactions to intelligent workplaces, discover how the invisible interface is shaping the future of frictionless experiences.

The role of Chief Experience Officer and Chief Marketing Officer have expanded far beyond traditional customer engagement. As organizations face unprecedented technological disruption and shifting consumer expectations, these leaders must become transformation champions who can drive change across the entire organization. The following panel of senior experience and marketing executives share their strategies for leading transformative experience initiatives in 2025 and beyond. We explore how to leverage AI and advanced analytics to deliver hyper-personalized experiences at scale, while maintaining the critical balance between automation and human connection. 
 
Learn how these visionary leaders are: 
•    Reimagining the role of experience leadership in an AI-powered future 
•    Building agile, customer-centric organizations that can adapt to rapid change 
•    Developing teams equipped to deliver next-generation customer experiences 
•    Measuring and demonstrating the business impact of experience transformation 

AI is no longer just a back-end tool for optimization - it's becoming a key collaborator in the design of exceptional customer and employee experiences. This session will showcase how leading organizations are leveraging AI throughout the service design process, from leveraging AI-driven insights to inform journey mapping, to automating mundane tasks to free up human agents for higher-value interactions. Attendees will leave with a framework for integrating AI seamlessly into their experience design workflows.

In today’s hyper-connected world, creating a seamless, omni-channel experience is critical for businesses aiming to provide consistent customer journeys. Whether it’s blending physical store experiences with digital interactions or unifying your website, mobile app, and customer service platforms, integrating these touchpoints effectively is key to delivering a superior total experience. This session will focus on the best practices, technologies, and strategies for bridging the gap between digital and physical channels to create truly unified experiences.

In today’s fast-paced market, businesses need to evolve to meet the demands of both scale and sustainability. A technology-driven, experience-led transformation isn’t just about adopting the latest tools; it’s about embedding purpose and human-centricity into your growth strategy. This session will explore how an experience-led approach enables businesses to scale operations while maintaining a focus on sustainability, customer-centric innovation, and long-term success.

Key Takeaways:

• Learn how businesses can apply experience-led strategies to support both rapid growth and sustainable outcomes.
• Discover how embedding a human-centered technology approach to experience management can create competitive advantages.
• Explore how scaling operations doesn’t have to come at the expense of ethical business practices or customer trust.

The need for businesses to be both agile and scalable has never been more urgent. To thrive in this environment, organizations must develop flexible, customer-centric strategies that adapt to changing market dynamics without compromising quality or consistency. This session will explore how to design and implement digital transformations that prioritize seamless customer experiences while ensuring rapid scalability and adaptability to emerging challenges. We will discuss strategies for future-proofing operations, aligning experiences with market trends, customer expectations, and technological advancements to drive growth. Attendees will leave with actionable insights on creating adaptive experiences that not only respond to market changes but also anticipate them, empowering businesses to stay ahead of the competition.

Exceptional customer experiences start with empowered, engaged employees. This session will uncover the strategies, technologies, and cultural shifts required to build a workforce that is enabled and empowered to deliver outstanding service. Attendees will learn how to foster an ownership mentality, provide the right digital tools, and cultivate an environment where employees have the autonomy and confidence to go above and beyond for customers.

In today's tight labor market, leading organizations are recognizing that investing in employee experience is not just a nice-to-have, but a strategic advantage. This session will highlight how best-in-class companies are leveraging EX and using it to attract top talent, boost productivity, upskill, and ultimately deliver superior customer experiences. Attendees will leave with a roadmap for audit their own EX initiatives and aligning them to drive measurable CX improvements.

Imagine if every employee had a brilliant AI assistant, amplifying their skills and supercharging their ability to deliver exceptional experiences. Welcome to the era of the augmented agent. This forward-looking session explores how AI is revolutionizing the employee experience, transforming frontline workers into super-agents capable of handling complex queries with unprecedented speed and accuracy. We'll dive into real-world case studies of organizations using AI to empower their workforce, examining the impact on employee satisfaction, customer outcomes, and bottom-line results. Learn how to implement AI tools that enhance rather than replace human skills, and discover strategies for cultivating a culture where humans and AI thrive together.

After a day of great content, what do you do with it? ISG will provide their top takeaways on what your next steps should be for your digital transformation initiatives!