DAY 1 Monday | October 28
10:00 am - 10:30 am
Check-In Opens
10:30 am - 11:00 am
Exchange Orientation + Opening Remarks
11:00 am - 11:30 am
CMP RESEARCH SIGNATURE STUDY | The Self-Directed Customer: Changing Customer Expectations & How to Meet Them
Jordan Zivoder -
Quantitative Research Lead,
CMP Research
Consumer and customer preferences are changing around service, and demand for self-service experiences is rising. In this session, hear critical 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.
11:30 am - 12:00 pm
KEYNOTE | Designing Memorable Experiences: The RXR Approach to Luxury Living
David Gise -
Senior Vice President, Head of Hospitality & Amenities (Commercial/Residential),
RXR
Join David Gise, SVP and Head of Hospitality & Amenities at RXR, as he dives into how RXR is elevating the luxury real estate experience through a cohesive blend of personalization, tech, and human connection. This session will explore RXR's holistic approach to customer experience, focusing on creating memorable interactions that transcend physical spaces and foster genuine communities.
Key Takeaways:
- Discover how personalized, data-driven approaches can help anticipate customer needs and elevate service experiences.
- Learn how to strike the right balance between high-tech and high-touch.
- Review strategies for building authentic communities that enhance customer loyalty and satisfaction.
- Explore future trends in customer experience.
David Gise
Senior Vice President, Head of Hospitality & Amenities (Commercial/Residential)RXR
12:00 pm - 12:30 pm
ASK THE EXPERTS PANEL | AI-Powered Customer Personalization: Enable Effective and Tailored Interactions
James Glover -
Vice President of Customer Experience,
CHEP
Catie Hydeman - Vice President of FC Operations, Chewy
David Caudle - Vice President, Strategic Transformation, TELUS Digital
Deep dive into the impact of AI-powered personalization on customer interactions in this informative panel discussion. During the session, industry leaders will discuss various artificial intelligence technologies and their role in creating customized customer experiences, which can result in higher satisfaction and loyalty. Explore how AI can be used to analyze customer data, anticipate behaviors, and provide personalized content and offers. Our panel of experts will provide valuable insights and address your questions about implementing AI-driven strategies to improve customer interactions and achieve business success.
Key Takeaways:
- Increase Customer Satisfaction: Understand how AI can analyze data to predict customer behaviors and preferences
- Implement Best Practices: Gain practical insights and best practices from industry experts on integrating AI-powered personalization
to achieve optimal results.
Sponsored by: TELUS Digital
12:30 pm - 1:30 pm
Orlando Skyline Luncheon
1:30 pm - 3:00 pm
Business Meetings
3:00 pm - 3:30 pm
Palm Tree Professionals: Networking Break
3:30 pm - 4:00 pm
MASTERCLASS | Design To Delight: The Value of Storytelling and Personalization
Michael Stineman -
EVP of Growth,
Modus
Tom Foley - VP, Experience Designer, Modus
Elevate your CX strategy to drive meaningful impact across your brand. This session will explore how you can leverage advanced storytelling and personalization techniques to foster deeper emotional connections, boost loyalty, and differentiate your brand in a competitive market. Learn how leading brands in pharma, retail, transportation, and financial services are achieving this today.
Key Takeaways:
- Discover how to architect a customer journey that sets your brand apart, reinforces customer trust, and enhances your competitive edge.
- Gain insights into how narrative-driven approaches can transform routine customer interactions into memorable, brand-building moments, fostering stronger emotional engagement.
- Leverage your data and customer insights to create personalized experiences that resonate across touchpoints, driving satisfaction and long-term loyalty.
Sponsored by: Modus
4:00 pm - 5:00 pm
Business Meetings
5:00 pm - 5:15 pm
Comfort Break
The session will cover how GenAI is transforming industries, enhancing creativity and innovation, personalizing at scale, and addressing ethical and societal implications.
This session will explore innovative strategies, technological advancements, and ethical considerations in leveraging customer data to deliver tailored experiences that resonate with diverse customer segments.
