Day 2 | Thursday, February 20
7:50 am - 8:25 am
Rise & Shine Breakfast
8:25 am - 8:30 am
Chairperson's Opening Remarks
8:30 am - 9:00 am
KEYNOTE CASE STUDY | Ditch the Surveys: Harnessing Experience Measurements through Gen-AI & Genuine Customer Conversations
TS Balaji -
Vice President of Digital & Customer Experience,
Cox Communications
Imagine a world where customer insights are collected and leveraged in a more effective, intuitive way. By harnessing the power of conversational AI and machine learning, feedback is collected organically through natural conversations, analyzing real-time interactions to bypass traditional survey and rating methods. This innovative approach makes customers feel genuinely heard, leading to a significant increase in customer engagement rates. Join us to learn more about this groundbreaking project that makes AI a true CX partner.
9:00 am - 9:30 am
Interactive Panel | Mapping the Magic: Mastering Customer Journey Orchestration
Customer journey orchestration is becoming increasingly vital in today's competitive landscape, where every interaction counts. This panel will dive into the art and science of mapping, managing, and optimizing the customer journey across multiple touchpoints. Panelists will discuss how to leverage data, analytics, and automation to create seamless and personalized experiences that guide customers through their journey from awareness to loyalty. From overcoming silos to integrating new technologies, learn practical strategies for orchestrating a customer journey that not only meets but exceeds expectations. Join us to explore how to turn every touchpoint into an opportunity for engagement and growth.
9:30 am - 10:00 am
Networking Break
10:00 am - 11:30 am
Business Meetings
Unlock the potential of automation to transform your business operations and elevate customer experiences. Dive into the world of intelligent automation to explore how it can streamline workflows, enhance operational efficiency, and deliver personalized responses. Learn about cutting-edge technologies that drive automation, discover best practices for integrating solutions into your existing systems, and tackle common challenges. Gain insights into measuring the impact of automation on your customer satisfaction and overall business performance. Whether you aim to optimize routine processes or enhance complex interactions, this session will equip you with the knowledge to elevate your operations through strategic automation.
Discover how RPA can streamline workflow management across verticals, from automating data entry and invoice processing in finance to handling routine customer service inquiries and managing inventory in retail. Learn how to deploy RPA to simplify complex workflows, enhance accuracy, and accelerate time-consuming processes. This session will provide insights into integrating RPA with existing systems, overcoming common implementation challenges, and measuring its impact on business performance. Whether you're new to RPA or looking to refine your current practices, this masterclass will equip you with the tools to achieve smarter, more efficient workflows and drive operational excellence in multiple verticals.
12:00 pm - 1:00 pm
Networking Lunch
Get to know peers in your industry over lunch!
Jay Erickson - Chief Innovation Officer, Modus
With rapid innovation in technology, it’s easy to get distracted and lose sight of the people behind the screens. Too often, we treat technology as the goal instead of a means to enhance the way people interact with companies. This session explores how (new) technology allows for more human-centric digital experiences that drive business results.
- Unravel the paradox of progress in technology
- Discover how to humanize digital experiences with the use of GenAI
- Explore how technology can be a catalyst for creativity
Dive deep into the world of Interactive Voice Response systems and uncover how to leverage these tools to enhance self-service customer experiences. Explore the latest advancements in IVR technology and its role in streamlining customer interactions. Learn how to design intuitive IVR menus that reduce call handling times and improve user satisfaction, while integrating seamlessly with other customer service channels. We’ll cover best practices for creating effective voice prompts, utilizing data analytics to refine IVR systems, and balancing automation with the need for human touch.
1:30 pm - 1:45 pm
Comfort Break
1:45 pm - 3:15 pm
Business Meetings
3:15 pm - 3:40 pm
Networking Break
3:45 pm - 4:15 pm
ASK THE EXPERTS PANEL | Personalization Playbook: Tactics & Trends Across Industries
Samantha Shahani -
Vice President, Consumer Personalization, Strategy & Insights,
Elevance Health, Inc
Anurag Avlash - Executive Director - Global Head of Customer Care Analytics & Insights, The Estée Lauder Companies Inc.
In this dynamic panel, cross-industry experts in personalization and data analytics come together to explore the shared strategies and unique challenges they face in harnessing data to drive personalized experiences. From healthcare to retail, finance to technology, panelists delve into where their industries intersect on key data-driven approaches, and where they diverge in implementation, regulation, and customer expectations. Join us for an insightful discussion on how businesses are adapting their personalization strategies, maximizing data analytics, and navigating industry-specific hurdles.
- Discover common data-driven personalization strategies used across industries.
- Learn how industry-specific regulations and customer expectations shape the approach to personalization.
- Gain insights into overcoming sector-specific challenges in data analytics and personalization.
Samantha Shahani
Vice President, Consumer Personalization, Strategy & InsightsElevance Health, Inc
Anurag Avlash
Executive Director - Global Head of Customer Care Analytics & InsightsThe Estée Lauder Companies Inc.
4:15 pm - 4:45 pm
PANEL | AI & the Human Element: Innovation, Emotion, and the Future of Work
Linda Aiello -
Chief People Officer,
DraftKings
Sunzay Passari - Senior Director & Head - Digital Innovation & Transformation, UPS
As technology evolves exponentially, the proverbial question – and fear – of whether AI will replace humans looms larger than ever. This panel brings together experts to explore AI's impact on the workforce, addressing both its potential to streamline arduous processes and the ethical considerations of relying on machines for decision-making. While AI can enhance efficiency and perform complex analyses, it cannot replicate the uniquely human qualities of innovation, creativity, and emotional intelligence. We focus on whether AI poses a threat to the workforce or serves as a tool to augment human capabilities, and how companies can balance technological advancement with the irreplaceable value of the human perspective.
4:45 pm - 5:15 pm
Keynote | Anthropologie: It’s the Journey, Not the Destination
Ian Dewar -
Senior Director of Global Customer Strategy,
Anthropologie
At Anthropologie we have always considered the act of shopping as part discovery and part inspiration. Our customers often tell us they didn’t know what they wanted to buy until they see it. We create a digital and physical customer experience that encourages discovery with a combination of customer data and experiential testing.
We believe strongly in being data inspired but creativity led. The combination of great customer engagement, loyalty membership and in-store experiences has created an opportunity at Anthropologie where we have great customer data and great customer feedback.
Using this feedback and data to predict future product development and marketing delivery has helped us grow in both new and repeat customers.
