Day 1 | Wednesday, February 19
9:30 am - 10:00 am
Check-in + Welcome Breakfast
10:00 am - 10:30 am
Exchange Orientation + Opening Remarks
10:30 am - 11:00 am
CMP Research Signature Study | The Self-Directed Customer: Changing Customer Expectations & How to Meet Them
Consumer and customer preferences are changing around service and demand for self-service experiences is on the rise. In this session, hear key findings from CMP Research's latest inquiry into changing customer expectations and keys to success for self-service in a world where the technology and AI landscape evolves daily.
11:00 am - 11:30 am
Panel | Enterprise Evolution: The Power of AI
This panel will explore the transformative power of AI in reshaping enterprises across industries. As businesses strive to remain competitive, leveraging AI has become essential. Panelists will discuss how AI is driving innovation, optimizing operations, and enabling smarter decision-making at every organizational level. From enhancing customer experiences to streamlining workflows, the session will highlight real-world examples of AI-fueled transformation that are setting new benchmarks for success. Attendees will gain insights into how AI serves as a catalyst for enterprise-wide change, offering strategies to harness its full potential for sustainable growth and competitive advantage.
11:30 am - 12:00 pm
Keynote | Sync or Swim
In today’s dynamic digital landscape, creating harmony between both product and IT teams is critical for driving successful organizational transformation. Explore how to synchronize these key functions to develop cohesive tech roadmaps that fuel organizational-wide innovation, growth, and digital transformation. Gain insights into practical strategies for aligning product development and IT strategies to address broader business goals and secure C-suite buy-in. The session will address common challenges, highlight methods for fostering robust cross-departmental collaboration, and demonstrate how agile methodologies can enhance organizational agility.
12:00 pm - 1:00 pm
Networking Lunch & Learn
1:00 pm - 2:30 pm
Business Meetings
2:30 pm - 2:40 pm
Comfort Break
Today’s CX and design teams are expected to do more with less, but often lack the practical tools to tackle resourcing, process, and operational gaps. We welcome both non-ops professionals seeking actionable insights on building budget-conscious end to end product and design infrastructure, and ops professionals looking to benchmark.
With a hands-on, interactive format, attendees will share their own experiences with resourcing, strategic gaps, design obstacles, approaches to working with these teams or in an environment absent of product or design thinking, and more, and explore practical problem- solving strategies that will resonate across industries. Skip the theory and dive into practical advice on what works and what doesn’t in the evolving landscape of CX design.
Join us for a dynamic discussion on effective change management strategies that drive successful organizational transformations. We’ll discuss key strategies for managing change, focusing on how to navigate complex transformations with minimal disruption. Benchmark best practices for stakeholder engagement, cross-functional communication, and overcoming resistance. Bring your experiences and challenges to the table as we explore how to leverage strategic change management strategies to turn technological shifts into opportunities for innovation and growth
3:30 pm - 4:00 pm
Networking Break
4:00 pm - 5:00 pm
Business Meetings
5:00 pm - 5:15 pm
Comfort Break
5:15 pm - 6:00 pm
Interactive Roundtable Discussions | Tech Talk
Engage in a dynamic roundtable discussion with peers on a topic of your choosing, each focused on cutting-edge trends in emerging technologies. Exchange valuable insights, discover the potential of innovative technologies, benchmark best practices, and explore strategies for leveraging new tools.
- eCommerce Evolution: Explore the future of eCommerce with insights into personalization, omnichannel strategies, and AI-driven growth.
- Conversational AI & NLP: Dive into advancements in natural language processing and emotion AI, and how they’re reshaping customer interactions.
- Legacy Integrations: Navigate the challenges of integrating new technologies with legacy systems, focusing on smooth transitions and minimal disruption.
- Virtual and Augmented Reality: Discover how VR and AR are revolutionizing customer engagement across verticals with immersive experiences and interactive product demonstrations.
6:00 pm - 7:30 pm
Welcome Reception
Join us for cocktails and live music on the terrace!
