DAY 2 | Thursday, May 15
7:30 am - 7:55 am
CDT
Rise & Shine Breakfast
7:55 am - 8:05 am
CDT
Chairperson's Opening Remarks
8:05 am - 9:00 am
CDT
CHIEF CHAT | The Future of Experience
David Weisman -
Chief Experience Officer,
NYC Health + Hospitals
Jamie Lawyer - Chief Experience Officer, Rubin Museum of Art
To set the stage for the day, join three visionary CXOs will share their insights on the evolving landscapes of customer, employee, and total experience. As organizations navigate rapid technological advancements, rising customer expectations, and the increasing importance of employee engagement, these leaders will explore the broader trends shaping the future of experience. From the integration of AI and automation to balancing personalization with privacy concerns and fostering collaboration across teams, they will discuss the key challenges and opportunities in leading through these transformations. Join us for a deep dive into the experience economy and how leadership is navigating this shifting landscape, followed by an open audience Q&A.
9:00 am - 9:30 am
CDT
Live Q&A Panel | New Era of Experience Leadership: Navigate Expanding Roles & Connect the Dots Across Customer Journeys
Angel Rogers -
Head of Customer Success & Renewals,
Rockwell Automation
Cale Benner - Senior Director Total Experience, The Standard
In an increasingly digital world, experience leaders are not only being tasked with new responsibilities, like sourcing and implementing new technologies, but also often being called to connect the dots across the entire customer journey. From user experience design to journey orchestration to customer success, functions that once operated separately are becoming deeply intertwined. In this panel, hear from executives who have navigated these shifts, tackled new responsibilities, and aligned experience strategy across functions to deliver a cohesive, end-to-end customer experience.
-Understand how experience roles and functions are evolving and becoming more interconnected.
-Explore strategies for integrating UX, CX, and EX into a cohesive customer journey.
-Gain insights into balancing leadership, navigating expanding roles, and cross-functional integration for a seamless customer journey.
9:30 am - 11:00 am
CDT
Business Meetings
11:00 am - 11:30 am
CDT
Networking Break
Masterclasses
Masterclass A
11:30 am - 12:00 pm Mastering Multilingual CXIn a globalized world, voice communication is evolving to meet the demands of multilingual, multicultural audiences. We'll dive into the cutting-edge technologies driving transformation in translation, accent modulation, and voice communications. From AI-powered real-time translation tools to voice modulation systems designed to enhance clarity and inclusivity, attendees will explore how these innovations are redefining customer interactions. The session will include practical demonstrations, expert insights on implementation, and strategies for integrating these solutions into existing CX tech stacks to drive personalized, accessible, and impactful voice communication experiences.
Masterclass B
11:30 am - 12:00 pm Unlocking Consumer Insights Through Social Monitoring & ListeningSocial listening and monitoring is invaluable for capturing real-time customer sentiment and insights across digital platforms. Learn how to leverage social monitoring technologies to better understand customer needs, emerging trends, and track brand health. Attendees will dive into the strategies and tools that allow organizations to "listen" effectively across social media, forums, and reviews. Learn how to convert social data into actionable insights that improve customer experiences, inform decision-making, and drive deeper engagement with your audience.
12:00 pm - 1:00 pm
CDT
Networking Lunch
Think Tanks
Think Tank A
1:00 pm - 1:45 pm The Future of Work: Embracing Change & InnovationExplore the evolving landscape of work, from hybrid models to AI integration and employee demands. We'll discuss how technology, flexibility, and new workplace cultures are reshaping the future of work. Learn strategies and tools companies are using to stay ahead, attract top talent, and foster an environment of innovation and adaptability.
Key Takeaways:
- Adapt to Hybrid Work: Learn how to navigate the shift to hybrid and remote work models.
- Leverage AI in the Workplace: Discover how AI is enhancing productivity and shaping job roles.
- EX & Engagement of the Future: Explore how evolving expectations are driving workplace transformation.
Think Tank B
1:00 pm - 1:45 pm Think Bank B | From Strategy to Execution: Sourcing, Implementing, and Refining CX Solutions Angel Rogers - Head of Customer Success & Renewals, Rockwell AutomationAs CX leaders confront rapidly evolving customer expectations, sourcing and implementing new technologies has become a key responsibility–a shift that presents both challenges and promising opportunities. Managing vendor sourcing, forging successful partnerships, and bridging the gap between strategy and execution is paramount. Join a conversation with Angel Rogers, Head of Customer Success & Renewals at Rockwell Automation, who will offer a candid look at the realities of trial and error in mapping and refining customer experiences, the evolving role of technology in CX, and some key strategies for differentiating genuine solutions from sales pitches.
-Understand key challenges in sourcing and implementing new technologies.
-Explore strategies for vendor sourcing, building successful partnerships, and bridging the gap between strategy and execution.
-Learn how to differentiate between genuine solutions and sales pitches in the ever-changing CX technology landscape.
1:45 pm - 3:15 pm
CDT
Business Meetings
3:45 pm - 4:15 pm
CDT
Expert Insight with Audience Q&A | Change Management in Action: Resilient Leadership & The Future of Work
Larissa Thomas -
Vice President Global Talent and Effectiveness,
Electronic Arts Inc
As organizations adapt to hybrid models, AI integration, and shifting employee demands, leaders must take responsibility for building resilient, adaptable cultures that balance performance with well-being. In this session, we’ll explore how workplace dynamics are evolving, from technology and flexibility to new workplace cultures reshaping the future of work.
Effective leaders must navigate these changes with clarity, communicate the why behind shifts, and foster trust in uncertain times. We’ll also discuss how AI is transforming productivity and job roles—not as a replacement, but as an enabler for innovation. Join us to discover strategies for leading through these transformations, navigating hybrid work environments, and embracing AI to drive productivity, followed by an audience Q&A for deeper insights into the strategies that work in today’s dynamic workplace.
4:15 pm - 4:45 pm
CDT
Expert Insights | Segment Smarter: Advanced Segmentation & User Persona Development
Luciana Alvear -
Vice President Digital UX Bilingual Content Strategy,
Regions Bank
Companies across industries find themselves sitting on mountains of data but don't quite know how to translate it into actionable strategies or where to start. This cross-industry panel will explore how leading organizations are leveraging data to identify key audience segments and craft personas that inform marketing, product design, and CX strategies. Learn how to unlock the full potential of your data, enhance personalization, and deliver experiences that resonate with diverse audiences. Whether you’re optimizing existing efforts or starting from scratch, you'll leave with practical insights to refine your approach.
- Data-Driven Segmentation: Learn how to leverage advanced analytics to identify precise customer segments.
- User Persona Development: Discover techniques for creating dynamic, actionable user personas that reflect real customer behaviors.
- Strategic Alignment: Explore ways to integrate segmentation and personas into CX strategies to enhance personalization and maximize impact.
4:45 pm - 5:30 pm
CDT
Expert Insight & Interactive Workshop | From Principles to Practice: Inclusive CX Design
Misty Bell Stiers -
Senior Vice President, Global Head of Inclusive Design,
Citi Corp
Accessibility and inclusivity are two words we hear all the time. But what do they actually mean? More importantly, how do we apply those principles in CX design and journey mapping in meaningful ways? In this [keynote and Q&A session / workshop], we’ll learn what it means and looks like to design for inclusivity, and practical strategies for how to create experiences that are equitable, thoughtful, and reflective of diverse needs and identities.
Through real-world examples, we’ll examine how language, touchpoints, environments, and more shape user experiences and discuss the responsibility design teams have to ensure no one is left behind.
-What do inclusivity & accessibility mean in UX design, and how to distinguish between the two?
-Identify areas where current design practices may be unintentionally exclusive.
-Learn practical strategies for embedding inclusive design thinking into experience design.
-The importance of ongoing dialogue and collaboration with internal and external stakeholders.
