March 25 & 26, 2025 | New York City
Agenda
Day 01
Tuesday, March 25, 2025
- 1:30 PM
- 1:40 PM
- 2:05 PM
Most organizations struggle to separate truly transformative technologies from expensive distractions. Beyond AI's spotlight, four other game-changing innovations are fundamentally altering customer expectations. Which will disrupt your industry next year? Which emerging combinations will create tomorrow's unbeatable advantages?
- 2:40 PM
Great customer experiences no longer come from choosing between technology and human touch - they come from blending them perfectly. Drawing from his experience developing award-winning virtual assistants and leading strategic automation at PNC, Joe shares practical insights on building experiences that customers love while driving bottom-line growth. He'll cut through the hype to show what's actually working in financial services today.
- How do you identify which customer pain points truly deserve automation?
- What makes the difference between helpful technology and frustrating barriers?
- How can you measure whether your CX investments are paying off financially?
- 3:15 PM
The era of agentic AI is here, and it’s revolutionizing the way we engage with customers. If your business isn’t keeping pace with the latest advancements, you could be falling behind. Powering your customer experience with AI, even if you’re early in the AI journey, is no longer just an option—it's a business imperative.
Join us to discover how Fortitude Re is navigating their own experience-led transformation, partnering with IBM to overcome challenges and infuse AI while establishing a path to prolonged business value. Gain actionable insights from their journey and learn how you can leverage these strategies to accelerate your own AI adoption and elevate your customer experience to new heights.
- 3:40 PM
These sessions provide hands-on demonstrations of innovative and cutting-edge technologies that are helping to shape the future of business.
- 3:55 PM
The era of fragmented customer insights is over—winners are already connecting the dots. Most organizations capture only portions of their customers' digital footprint, creating dangerous blind spots while expectations for personalization skyrocket. Market leaders are leveraging strategic data convergence to create competitive advantages. How quickly can you move from data collection to insight activation? What hidden customer signals are you missing today?
- Leverage an integrated data strategy that unifies touchpoints across your customer journey
- Apply AI-powered analytics to transform raw customer signals into experience enhancements
- Develop resilient governance frameworks that balance personalization with privacy concerns
- 4:35 PM
The personalization paradox isn't theoretical — it's already here. Most organizations navigate the blurry boundary between helpful and intrusive without a compass, risking trust, compliance, and brand damage. Forward-thinking companies are transforming these ethical challenges into competitive advantages. Where does your strategy fall on this spectrum?
- Has your enterprise established clear ethical guardrails for AI-driven personalization?
- Have you incorporated transparent data practices that build lasting customer trust?
- What design governance frameworks will help you that stay ahead of regulatory changes?
- 5:00 PM
Forget the days of “make it great then automate.” The way we implement software is going through a stepwise change, as digital paradigms shift around us. In this session, we'll explore how agentic workforces are transforming both employee and customer experiences while accelerating business growth.
You'll discover:
- Which processes are prime candidates for agentic workforces and how this frees human talent for more creative, meaningful work
- How to identify capable providers that enhance human capabilities rather than simply replacing tasks
- In-flight case studies from multiple industries that showcase tangible improvements in employee satisfaction, customer experience, and business outcomes
- Practical frameworks for measuring the human-centered ROI of agentic implementations beyond traditional efficiency metrics
Join us to learn how forward-thinking organizations are using agentic technologies to reimagine human-centered experiences that drive sustainable growth.
- 5:55 PM
Entrepreneurs behind innovative solutions will each present pitches on why their technology is best and how it will add the most value to business. After some tough questions from our judges, the audience will have their chance to vote on which technology they are more likely to implement within their own organizations. Who should win this startup challenge?
- 6:00 PM
- 7:00 PM
- 9:00 PM
Day 02
Wednesday, March 26, 2025
- 9:30 AM
- 9:40 AM
- 10:10 AM
The CX evolution cycle isn't slowing—it's accelerating beyond recognition. Most organizations remain trapped in reactive patterns, implementing solutions for problems customers have already moved past. Beyond incremental improvements, change makers are developing anticipatory frameworks that transform disruption into opportunity.
- Which emerging technologies will reshape your customer relationships first?
- Where should you build strategic flexibility to capture emerging advantages?
- 10:45 AM
Robots don't transform warehouses, people using robots do. Despite massive investments in automation technology, organizations struggle with workforce resistance and disappointing ROI. Smart companies have discovered that thoughtful change management creates environments where humans and robots thrive together.
- Implement collaborative change frameworks that transform resistance into innovation
- Establish skill development pathways that elevate employees alongside automation
- Reduce redundancy by increasing efficiency and overall employee experience
- 11:15 AM
These sessions provide hands-on demonstrations of innovative and cutting-edge technologies that are helping to shape the future of business.
- 11:35 AM
Contact centers are no longer just handling complaints — they're driving business growth. Most companies still view support as an expense, while leaders use AI to create profit centers. Smart teams now slash call times, break language barriers, and automate routine issues.
- How will you free your agents to focus on relationships that boost sales and loyalty?
- What conversation intelligence tools should you implement to cut call times?
- How can you deploy real-time language assistance that open new markets without adding staff?
- 12:10 PM
The Chief Experience Officer now drives enterprise-wide transformation, not just customer engagement. In today's landscape of technological disruption and evolving consumer demands, CXOs must champion change across all business functions. Explore how leading CXOs leverage AI and advanced analytics to scale personalized experiences while maintaining the essential balance between automation and human connection.
- Discover how to establish agile, customer-centric frameworks that adapt to rapidly evolving expectations.
- What measurement strategies will demonstrate the impact of experience investments?
- How should you champion cross-functional collaboration that breaks down organizational silos?
- 1:10 PM
- 1:35 PM
Customers don't see channels anymore — they see your brand as one experience. Most organizations still operate with digital and physical silos that create frustrating disconnects at critical moments. Innovative leaders have eliminated these barriers, creating fluid experiences that move with customers across their journey. How many potential sales are lost in the gaps between your touchpoints?
- Discover how to implement seamless handoff protocols that maintain context across channel transitions.
- How can you establish unified data architectures that deliver consistent personalization everywhere?
- What measurement frameworks will best capture the holistic effectiveness of the customer journey?
- 2:10 PM
The era of choosing between hyper growth and experience excellence is over — leaders achieve both. Most organizations struggle with transformations that sacrifice experience for efficiency or fail to scale beyond pilots. Market leaders now embed experience-centricity across all operations, creating sustainable advantages. How will you evolve from isolated improvements to enterprise-wide transformation?
- What integrated experience frameworks should you deploy to accelerate growth while ensuring sustainability?
- Discover human-centered technologies that creates measurable competitive advantages.
- What ethical scaling practices should you implement to preserve customer trust during rapid growth?
- 2:35 PM
Service excellence isn't a process — it's a mindset embedded in company culture. Rigid policies constrain employee initiative, creating predictable but uninspiring customer interactions.
- How is your organizational culture either enabling or preventing memorable customer moments?
- What cultural barriers stand between your employees and their best customer work?
- How do you redesign organizational values that celebrate customer-focused risk-taking?
- 3:10 PM
The battle for customer loyalty begins with your own employees. Many organizations still treat employee experience as HR's responsibility those separating from the competition leverage it as a strategic advantage that directly impacts customer satisfaction. Companies creating integrated experience ecosystems where employee engagement directly translates to customer loyalty will win.
- What hidden EX opportunities are you missing?
- How quickly can you transform employee satisfaction into customer advocacy?
- What EX-CX frameworks should you consider to align employee capabilities with customer expectations?
- 3:20 PM
After two days of great content, what do you do with it? ISG will provide guidance on what your next steps should be for your AI transformation!
- 4:00 PM