Thursday, March 13
7:30 am - 8:00 am
Check-In Opens & Breakfast
7:55 am - 8:05 am
Chairperson's Remarks
8:05 am - 8:35 am
Panel + | Data Privacy and Emerging Technology: Navigate the Intersection of Innovation and Regulation
As companies adopt emerging technologies, the complexity of managing data privacy and regulatory compliance grows. In this session, leaders will explore the intersection of AI, data processing, and compliance frameworks like GDPR and CCPA. Attendees will gain insights into securing data, preventing cyber risks, and managing fraud in an era where processing power is becoming more critical to customer service operations. The session will also address the implications of privacy regulations on customer data usage in AI systems.
Leadership Labs
Group A
8:45 am - 9:30 am AI and Vendor Partnerships: How to Ensure Long-Term Value and Readiness for Emerging TechAs AI and automation solutions flood the market, it’s crucial for businesses to evaluate their true readiness and select the right technology partners. This roundtable discussion will provide a roadmap for building strong vendor partnerships, ensuring that AI investments are aligned with organizational goals and capabilities. Leaders will explore key questions to ask vendors, how to assess readiness for new technologies, and strategies to ensure that AI deployments lead to measurable long-term value.
Group B
8:45 am - 9:30 am Cutting Costs, Not Corners: Strategies for Efficient Customer Support Daniel Haden - Vice President, Global GTM Strategy & Enablement, DocusignIn today’s competitive landscape, reducing costs while maintaining high levels of customer service is not just a goal—it's a necessity. This roundtable discussion is designed for senior leaders who are on the front lines of balancing budget constraints with the demand for exceptional customer support. Join your peers from top enterprise organizations to explore innovative and actionable strategies that drive cost efficiency without compromising on quality.
9:30 am - 10:00 am
Cactus Cooler | Networking Break
Stay refreshed during the day with a variety of infused waters, cold-pressed juices, and light snacks. Take some time to recharge while mingling with peers in a relaxed setting.
10:00 am - 11:30 am
Business Meetings
MasterClass Breakouts
Breakout A
11:30 am - 12:00 pm Unlock the Power of Voice of the Customer (VoC) DataListening to your customers is more than just a best practice—it’s a business imperative. This MasterClass dives deep into VoC strategies, showing you how to capture, analyze, and act on customer feedback to drive meaningful change. Learn how to transform unstructured data into actionable insights that improve customer satisfaction, enhance loyalty, and increase revenue.
Breakout B
11:30 am - 12:00 pm Master Predictive Analytics in Customer ServicePredictive analytics is revolutionizing customer service by enabling organizations to anticipate customer needs and proactively address issues before they arise. In this MasterClass, you’ll explore how to apply predictive analytics to enhance customer experience and operational efficiency. Discover how to leverage historical data, behavioral patterns, and AI-driven models to predict customer actions, reduce churn, and elevate service quality.
12:00 pm - 1:00 pm
High Noon | Networking Lunch
As the Texas sun reaches its peak, take a break for lunch. Featuring a selection of local dishes like BBQ sliders, fresh salads, and iced tea. Find your table, meet someone new, and dive into meaningful conversations.
Roundtables
Group A
1:00 pm - 1:45 pm Data-Driven Decision Making: Transform Customer Insights into Revenue GrowthThe key to unlocking revenue growth lies in understanding and acting on customer insights. In this engaging roundtable discussion, industry leaders will share their strategies for leveraging data to drive smarter business decisions. Learn how to analyze customer behaviors, preferences, and trends to create actionable insights that boost sales, improve customer loyalty, and increase profitability. Attendees will walk away with a fresh perspective on how to turn data into a revenue-generating tool.
Group B
1:00 pm - 1:45 pm Advanced AI: Leverage Generative AI for Predictive Customer CareGenerative AI is pushing the boundaries of customer care, offering powerful new ways to predict and meet customer needs. This roundtable will focus on how businesses can harness the power of generative AI to enhance predictive customer service, create personalized experiences, and reduce service friction. Industry experts will discuss real-world applications, challenges, and best practices for integrating advanced AI models into customer care strategies. Leave with actionable ideas on how to bring the future of AI-driven care to your organization.
1:45 pm - 3:15 pm
Business Meetings
Please check your 1:1 personalized itinerary located under "My Meetings" in the mobile app.
3:45 pm - 4:30 pm
Workshop | Reinvent Leadership: Build Organizational Agility to Keep Pace with Technology Disruption
This hands-on workshop will guide leaders through the process of reinventing their leadership style and organizational structure to build agility, resilience, and adaptability. Learn strategies for navigating change, fostering innovation, and empowering teams to embrace new technologies without losing sight of your core mission. By the end of the session, you’ll be equipped with the tools to lead your organization through constant disruption and position it for long-term success.
4:40 pm - 5:10 pm
Panel + | Build the Foundation for Next-Gen Customer Analytics: From Data Capture to Advanced AI
Kristopher Moore -
Global Senior Director, Consumer Care,
Mars
For organizations to truly unlock the potential of AI in customer contact, they must first build robust data ecosystems. This session addresses the journey from basic data capture to the deployment of advanced AI for consumer analytics. Participants will discuss how to leverage digital conversations, transcripts, and voice data to develop advanced analytics capabilities that drive personalization, improve customer satisfaction, and enable proactive service.
5:10 pm - 5:40 pm
Panel + | Beyond Omnichannel: The Evolution of Hyper-Personalization in 2025
As customer expectations continue to evolve, omnichannel strategies must go beyond simply being present on multiple platforms—they must deliver hyper-personalized experiences that anticipate and meet customer needs in realtime. This forward-thinking panel discussion will explore the future of customer engagement in 2025, focusing on the technologies, data strategies, and customer insights driving the next wave of hyper-personalization. Panelists will share case studies, cutting-edge technologies, and actionable insights on how to create seamless, personalized customer journeys that drive loyalty and growth.
6:00 pm - 8:00 pm
Boots, Brews & BBQ @ Stubb's (tbd)
Join us for an unforgettable evening at the iconic Stubb’s Bar-B-Q. Enjoy legendary Texas BBQ, live music, and the perfect outdoor atmosphere for mixing and mingling. With brisket, ribs, and all the fixings, this offsite reception offers a true taste of Austin’s culture and cuisine, creating an ideal setting to unwind and network with fellow attendees.
