Day 2 | Thursday, July 24

Kickstart your day with engaging conversations and a healthy breakfast, setting the tone for a day full of motivation and meaningful connections.

Take a few minutes to re-orient yourselves with today's itinerary. We will review any housekeeping items and updates.

Nicoletta Karpathios

Deputy Divisional Director, CMP Exchange
Customer Management Practice

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While analytics offers valuable insights, many organizations struggle to effectively integrate data into their decision-making processes. This session will explore the challenges businesses face when attempting to drive change with analytics. Drawing from real-world examples, delve into the human factors — including biases, perception, and organizational structures — that often prevent data from having the intended impact. Attendees will gain a deeper understanding of how to foster a culture of data-driven decision-making and ensure analytics are not only collected but actively consumed and acted upon.

What You’ll Learn:

The Human Element of Analytics: Understanding how biases, decision-making processes, and organizational culture shape the adoption of analytics.

Breaking Down Barriers to Data Consumption: Practical strategies for overcoming resistance to change and creating an environment where data is used effectively.

Organizational Impact: How to align analytics with business goals and bridge the gap between data insights and actionable outcomes.

Interactive Exercises: Engaging activities designed to highlight how personal and organizational biases affect data interpretation and decision-making.

John Giaquinto

VP of Loyalty, Personalization & Analytics
Rite Aid

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Data is everywhere—but turning it into meaningful, actionable insights remains a challenge. Organizations today must navigate fragmented data landscapes, evolving customer behaviors, and the balance between AI-driven automation and human insight. This panel will explore how cutting-edge customer analytics, audience identity models, and generative AI are reshaping how companies harness data while integrating traditional techniques like surveys and direct customer feedback for a more holistic approach. Join industry leaders as they discuss:

• The evolution of customer analytics in an increasingly fragmented media and business environment.

• AI-powered automation and dashboard innovations for real-time decision-making.

• Gamification and behavioral data—using incentives and engagement strategies to drive action.

• Balancing old-school techniques (surveys, direct feedback) with AI and automation for a complete view of customer sentiment.

• Challenges in data accessibility and cross-platform measurement—and how companies are overcoming them.

Expect a dynamic discussion on how to blend human insight with AI-driven efficiency, rethink customer data strategies, and drive smarter, more impactful business decisions.

Christopher Whitley

Senior Director of Product Management (Data Science)
Comcast

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Please check your 1:1 personalized itinerary located under "My Meetings" in the mobile app to see what's happening now.

To engage the next generation of customers, organizations are leveraging advanced analytics and segmentation to deliver hyper-personalized experiences. This session explores how integrating demographic insights, product ownership, and life-stage data enables smarter targeting and deeper relationships. Discover how predictive modeling and propensity strategies optimize marketing spend while unlocking growth across customer tiers. Learn how to break down data silos for a 360-degree customer view and adapt products and messaging to attract Gen Z. Plus, explore the evolving role of AI in shaping the future of client marketing. Walk away with data-driven strategies to boost retention, engagement, and long-term business success.

Kimberly Newman

Corporate Vice President, CRM Strategy & Lifecycle Marketing
New York Life

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As AI, automation, and advanced analytics redefine customer intelligence, organizations must navigate an evolving landscape of real-time insights, hyper-personalization, and predictive modeling. This session explores the future of customer analytics in an era where emerging technologies are unlocking deeper customer understanding while raising critical questions about data ethics, privacy, and trust.

Key discussion points include:

How AI and machine learning are shaping next-generation customer analytics

The role of automation in driving efficiency and personalization at scale

Striking the balance between data-driven insights and evolving privacy regulations

The impact of new and emerging technologies on customer engagement strategies

Best practices for building a responsible, future-proof customer analytics strategy

Join industry leaders as we explore how businesses can harness AI-driven analytics while maintaining customer trust in a rapidly changing digital landscape.

Anne Dunkin

Chief Information Officer
US Department of Energy

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Soumam Debgupta

Chief Technology Officer
Washington State Department of Social and Health Services

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Ken Hubbel

AI Technology Expert - AI Corps
US Dept. of Homeland Security

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Customer expectations are shifting faster than ever, demanding businesses not just react to change—but anticipate it. Yet, while organizations collect vast amounts of data, many struggle to translate insights into meaningful action. The true power of analytics isn’t in complex models alone—it’s in how data is communicated, applied, and used to shape customer journeys. In this session, industry leaders will explore how to bridge the gap between insights and impact, using data to drive innovation, optimize experiences, and fuel business growth. Key Takeaways: • From Data to Strategy: Turn customer insights into a dynamic roadmap for innovation and competitive advantage.

• Making Analytics Actionable: Tailor insights for different audiences, ensuring accessibility and alignment with business goals.

• Journey Mapping with Impact: Identify and eliminate friction points to craft seamless, high-value customer experiences.

• Predictive Insights for Growth: Shift from reactive metrics to anticipating customer needs and behaviors.

• Pilot, Iterate, Scale: Leverage pilot programs to test and refine data-driven strategies before full-scale rollouts.

Join us to learn how leading organizations are harnessing the power of data—not just to understand customers but to transform their experiences and build lasting loyalty.

Atul Sehgal

Head of Data Science
Swire Coca Cola

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Gina Williams

Call Center, Director
Midland Radio

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Craft Texas cocktails like Ranch Water, Texas Mule (with Deep Eddy vodka), and mezcal margaritas, plus Shiner Bock & Lone Star beers.

Customer expectations are evolving—are you keeping up?

Organizations that seamlessly integrate voice of the customer insights and customer data into their strategy don’t just react to change—they anticipate it. Too often, data is gathered but not effectively leveraged to shape the customer journey or inform long-term strategy. By connecting insights to action, businesses can uncover pain points, seize opportunities, and design experiences that foster loyalty and fuel growth.

Key Takeaways:

• From Data to Strategy: Turn customer insights into a dynamic roadmap for business growth and innovation.
• Journey Mapping with Impact: Leverage data to identify friction points, optimize touchpoints, and craft seamless experiences.
• Predictive Insights: Shift from reactive metrics to proactively anticipating customer needs and behaviors.

In this session, we’ll dive deep into how to move beyond traditional feedback loops and build strategies that are not only customer-driven but also future-ready.

Gina Williams

Call Center, Director
Midland Radio

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Hailong Wang

Director of Analytics, Senior Quant Manager
Fifth Third Bank

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