Quality Assurance is evolving. Discover how leaders are leveraging AI and Natural Language Processing to deliver real-time insights, eliminate survey fatigue, and elevate CX. Explore the shift from post-contact feedback to proactive quality monitoring that drives continuous improvement.

- How to replace traditional QA with AI-driven analysis.

- Real-time sentiment, transcription, and actionable insights.

- Using AI to proactively identify service gaps and coaching opportunities.

VoC can’t live in a silo. This session shows how to connect customer feedback to decision-making across departments—turning insights into business impact.

- Integrate CX data across operations.

- Build cross-functional teams to act on insights.

- Use VoC to fuel proactive engagement.

Erin Nielsen

Vice President, Customer Strategy
RPM Living

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Onboarding isn’t just a checkbox — it’s a catalyst for retention, engagement, and long-term success. Discover how innovative leaders are transforming new hire experiences in a remote-first world with immersive, human-centered strategies that drive early productivity and lasting loyalty.

- Build onboarding experiences that boost confidence and reduce attrition.

- Train for success in a digital world — no manuals, no guesswork.

- Design meaningful employee touchpoints that foster connection and long-term engagement.

Diane Kohler

Senior Director, Member & Provider Services
Centene Corporation

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AI should simplify, not sideline. Discover how to design intelligent systems that give customers more control, not less — delivering frictionless, personalized experiences that feel human, not robotic.

- Build AI that adapts to customer preferences in real time.

- Leverage sentiment to respond faster, smarter, and more intuitively.

- Use automation to empower, engage, and earn long-term trust.

AI can supercharge CX — but only if it feels personal. Explore how top organizations are using automation to elevate, not replace, the human connection. From smart workflows to empowered agents, learn how to scale with empathy.

- Blend AI and human-centered design for seamless service.

- Upskill your team to thrive in an AI-augmented world.

- Deliver consistent, high-impact CX through hybrid engagement models.

A flawless journey isn’t the only path to loyalty. In fact, a well-resolved issue can often create stronger customer ties than no issue at all. In this session, explore how leading brands are flipping friction into opportunity—leveraging AI, analytics, and empowered agents to recover with precision and retain with impact.

- Anticipate issues before they escalate with predictive analytics.

- Equip agents to lead high-emotion interactions with confidence.

- Use proactive engagement to turn recovery moments into loyalty drivers.

Friction kills loyalty. This session explores how to break down silos, streamline customer journeys across channels, and deliver seamless, intuitive experiences that drive satisfaction and retention.

• Identify friction points and fix them—fast.
• Align teams, tech, and data for a unified CX approach.
• Design journeys that feel effortless, no matter the channel.

As AI takes on routine tasks, your people are your differentiators. This session explores how to engage, upskill, and retain high-performing teams equipped to navigate complex customer needs and deliver exceptional outcomes in an AI-enhanced world.

- Activate VoE insights to boost engagement, reduce attrition, and fuel performance.

- Build agile learning paths for evolving agent roles and specialized skillsets.

- Measure workforce impact through retention, CSAT, and revenue-linked KPIs.

Customer interactions are rich with insights—if you know how to harness them. Learn how to elevate CX from a support function to a strategic growth driver by operationalizing data, improving trust, and delivering personalized, loyalty-building experiences.

- Operationalize customer intelligence to guide strategic business decisions.

- Use CX as a differentiator to enhance brand loyalty and market positioning.

- Increase customer lifetime value through targeted, data-powered engagement.