DAY 1 | Wednesday, May 14

As the vast majority of payments and secure communications are based online, ensuring customer trust and security is mission critical. This masterclass dives into the latest innovations in authentication, biometric technology, and fraud prevention. From biometric authentication and multi-factor security protocols to advanced fraud detection powered by AI, explore how these technologies enhance customer trust and minimize friction. Dig into real-world examples, implementation strategies, and insights into balancing robust security measures with user-friendly experiences that keep customers protected and engaged.

In a market that is saturated across most industries, market research and competitor intelligence insights are powerful resources to stay ahead of the curve. Learn how to effectively harness these tools to and resources to uncover opportunities for differentiation, fine-tune CX strategies, and make data-driven decisions that align with customer expectations and market dynamics. From real-time analytics to predictive modeling, this session will provide actionable strategies for leveraging market and competitor intelligence to innovate and refine customer experiences.

Optimizing the customer journey through data-driven decisions is essential to delivering better experiences. By continuously measuring outcomes and adjusting toward an ideal state, organizations can improve CX in real time. When paired with the employee journey, this approach becomes even more powerful—frontline insights from Voice of the Employee (VoE) help shape smarter, more responsive strategies. In this session, we’ll explore how to align VoC and VoE to enhance the customer journey in both B2B and B2C environments, using real-world examples to show how integrated insights lead to stronger relationships and better outcomes.

Sara Monnette

Vice President Customer Experience
Tosca

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Today’s consumer base is more diverse than ever, spanning multiple generations, socioeconomic backgrounds, languages, cultures, and more. We'll explore challenges and best practices for creating inclusive customer experiences that resonate across this broad spectrum. Leaders will share real-world examples of how they’ve addressed language barriers, financial accessibility, and cultural relevance, while fostering personalized experiences. Come to explore and uncover strategies to craft experiences that meet the needs of all customers, ensuring inclusivity and engagement.

Explore how customer journey mapping can identify pain points, pinpoint improvement opportunities, and create seamless, proactive, and delightful experiences. Leaders will share strategies, tools, and tips for effective mapping to enhance the customer journey and drive continuous improvement.

Key Topics:

• Uncover and Optimize: Identify pain points and optimize the journey.
• Tools & Techniques: Discover the best tools and methods for journey mapping.
• Staying Agile: Keep your journey mapping dynamic and evolving.

Dive into the essential elements of brand reputation management and strategy. As public perception becomes more critical than ever, leaders will share insights on how to protect, maintain, and grow a brand’s reputation in a fast-evolving landscape. From handling crises to building a strong, authentic brand identity, this session will explore strategies for aligning brand messaging with customer expectations and fostering long-term loyalty.

Key Topics:

• Reputation in Real Time: Learn how to monitor and manage brand reputation effectively.
• Crisis Management: Explore strategies for navigating brand crises and maintaining trust.
• Building Brand Loyalty: Discover ways to align your brand strategy with customer expectations for lasting loyalty.
• Authenticity Matters: Understand how to cultivate an authentic brand identity that resonates with your audience.

Lee Kemp

Vice President, Customer Experience
Veritiv

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