• Drive measurable business outcomes from data your organization already owns by connecting touchpoints, behavioral signals, and interaction intelligence directly to revenue, retention, and cost to serve.
• Unlock enterprise-wide impact by translating CX signals into insight packages that product, marketing, and operations teams can act on. Closing the gap between observation and commercial outcome.
• Secure CX's seat at the strategic table by demonstrating that customer behavioral data, churn signals, and journey intelligence are not service metrics, they are growth assets
• Conversation quality and clarity directly impact customer experience and revenue.
• Improving quality of conversation unlocks higher customer satisfaction and scalable growth while lowering operational friction for global CX teams.
• Hear how removing language and communication barriers ensures critical customer conversations are clear, efficient and effective.
Sanas AI
• Drive measurable business outcomes from data your organization already owns by connecting touchpoints, behavioral signals, and interaction intelligence directly to revenue, retention, and cost to serve.
• Unlock enterprise-wide impact by translating CX signals into insight packages that product, marketing, and operations teams can act on. Closing the gap between observation and commercial outcome.
• Secure CX's seat at the strategic table by demonstrating that customer behavioral data, churn signals, and journey intelligence are not service metrics, they are growth assets
Jamie Brannan, Executive Vice President & Chief Commercial Officer, Zoetis
Eric Sutton, Chief Customer Officer, Key Bank
Jay Anderson, Chief Digital Information Officer, Mars Vetinary Health
• Hear how you can drive lasting behaviour change across your teams by breaking entrenched habits, embedding new ways of working, and ensuring adoption of both new technologies and processes
• Upskill your workforce for an AI-enabled environment by training teams to work alongside new tools while strengthening the human skills that technology cannot replicate
• Protect and prove the value of human interaction by embedding it into feedback loops, using frontline teams to capture richer customer insight, and demonstrating its impact on experience and outcomes
Christina Goldschmidt, VP Product Design, Warner Music Group
Renee Rhem, Vice President of Customer Advocacy, Subaru of America
Srikant Narasimhan, Vice President, Head of Enterprise Customer Experience & Insights, CVS Health
Take advantage of our extended lunch period to recharge and connect. Whether you join an invite‑only workshop, participate in a lunchtime roundtable, enjoy informal networking, or settle into a one‑to‑one meeting, this is your time to build relationships and dive into the conversations that matter most.
• Understand true value realization by implementing rigorous ROI tracking frameworks that validate AI investments and demonstrate quantifiable customer and operational improvements
• Cut wasted spend by identifying which AI deployments are performing and which need to be restructured or retired
• Accelerate ROI validation by replacing vanity metrics with outcome-linked measurement frameworks that prove AI's impact on customer satisfaction and operational efficiency
Speaker TBD - Cyara
Andrew Hohwald, Director AI enablement, Digital Transformation & Innovation, HCA Healthcare
Most AI stories end at go-live. The harder work starts the day after, when AI agents and human agents are both handling live customers and the operation has to manage them as one workforce — with one set of standards, one view of quality, and one answer for the CFO.
This session looks at what actually changes once AI moves from a project into the operating model, drawing on what enterprise service teams have learned in their first full year of running both.
•How to hold AI agents and human agents to a single performance and quality standard
•Where to draw the line between automation and human judgment — and why that line keeps moving
•What governance and oversight look like when every conversation is measured rather than sampled
Cresta Intelligence
• Win executive backing for CX or risk being deprioritized by learning how to position initiatives in commercial terms the C-suite understands and funds
• Secure budget in a constrained environment by linking CX investment and CX metrics to revenue, retention, value and growth
• Break through silos that stall progress by learning how to influence across functions, align competing priorities, and turn fragmented ownership into coordinated action
Neil Cerbon, SVP - Chief Customer Officer, Related Companies
Stephanie Sorrento, Senior Vice President, Strategic Initiatives Expert, Commercial, M&T Bank
Roundtable 1: Breaking habits and embedding new ways of working in CX
How do you move frontline teams beyond legacy behaviors and drive genuine adoption of new tools and processes, all while maintaining team engagement and motivation in an AI-enabled environment?
Roundtable 2: Turning customer intelligence into business impact
How can organizations better connect customer touchpoints to measurable outcomes such as revenue growth and retention?
Roundtable 3: CX 2030 strategic bets for a rapidly changing landscape
How can CX & Service leaders strategize around developing industry trends, risks and opportunities to challenge current approaches and sense check the future direction of their teams?Â
Following the opening day of Customer Service and Experience East 2026, we are delighted to invite a small group of senior leaders to a intimate off the record dinner with out event partner ADA.
This informal evening will bring together C-suite executives, CX and service leaders and experts for open conversation on the realities of leadig the CX functions in todays world.
The world of work is changing quickly, from AI and new technologies to evolving organizations, roles and expectations of leaders. What do these shifts mean for women, and how can we not only navigate change but help shape what comes next?
This interactive breakfast workshop will bring together women leaders for candid conversation, peer learning and connection. A facilitated leadership discussion will explore what is changing now, the opportunities and challenges women are seeing, and the capabilities that will matter most as we head into 2027. Participants will then take the conversation deeper through small-group discussions focused on topics including leading through uncertainty, visibility and influence, sponsorship, AI and the changing workplace, and creating pathways for the next generation of women leaders.
The session will leave participants with new perspectives, stronger connections and practical ideas they can carry forward in their own leadership and organizations.
Janis Avila, CX & EX Leader, Facilitator & Speaker
Tisa Sinclair, Director, Social Response, AARP
• Strengthen decision confidence and strategic impact by establishing data quality standards and governance that ensure customer insights are reliable and actionable
• Unlock AI potential by preparing structured, unified data foundations that convert fragmented feedback into predictive intelligence and personalized experiences
• Close the insight-to-action gap by transforming dashboard metrics into operational improvements that measurably enhance customer outcomes and business performance
Michelle Huenick, Director, Data and Analytics Center of Excellence, Microsoft
Michael Locurio, Director CX Technology, Barnes and Noble
Sean Harvey, Director Rounding & Insights, Barnibus Health
Moderator Jon Arnold, Principle Analyst, J Arnold Associates
• Hear from your peers about the biggest pitfalls when moving towards agentic transformation, and how you can avoid them
• Protect against implementation risks and reputation damage by installing governance guardrails, infrastructure assessments, and workforce readiness plans before deployment
• Accelerate safe adoption by learning from real AI failures, identifying practical applications that complement human capabilities, and building scalable solutions grounded in business reality
• Forge a global CX framework that delivers locally resonant experiences at scale by defining which elements of the experience are non-negotiable and where regional teams have the freedom to adapt to local customer expectations
• Drive coordinated regional performance by consolidating data across your global network to identify what each market needs and where support delivers the greatest impact
• Enable frontline teams to deliver on the brand promise at scale by investing in the skills, tools, and confidence needed to balance global expectations with local nuance
Alex Zeitz, VP Enterprise Experience, Operations, and Culture, Virgin Voyages
Andrew Schulkind, Vice President Customer Experience, Domino North America
• Build trust in AI-driven customer interactions by understanding how to design transparent experiences that clearly communicate when and how AI is being used
• Navigate data usage and privacy expectations with confidence by learning how to balance personalization with control, ensuring compliance while still delivering meaningful, tailored experiences
• Protect your brand from AI-related risk by identifying where automation can damage trust, and implementing the right governance, safeguards, and escalation strategies to maintain quality and credibility
As consumers increasingly adopt AI powered tools and personal agents to act on their behalf, organizations may face a new and largely untested challenge. Automated demand generated by customer side technology has the potential to fundamentally reshape service operations, from sudden spikes in interaction volumes to more complex authentication, trust, and fraud considerations.
• Understand how customer adoption of AI agents could reshape demand, service interactions, and operating models over the next few years
• Explore the operational, technical, and governance challenges this creates, from managing unpredictable volume spikes to authentication, trust, and fraud risk
• Gain early perspective on how to prepare your organization for machine driven customer interactions, including what to monitor now and where to adapt before the shift accelerates
•Build a picture of how customer experience will evolve by 2030, including the shifts in metrics, operating models, and expectations that will define leading organizations
•Understand the defining forces shaping the next era of CX from AI and automation to workforce transformation and data and where leaders may be over or underestimating their impact
•Gain perspective on the critical risks, opportunities, and strategic bets that will shape CX over the next five years, helping you challenge your current approach and sense check your future direction
Â
Jennifer Gribble, Senior Vice President, Global Marketing, Mainstream Brands, IHG
Bryan Murphy, Global Head of Financial Institutions Client Success Management | Co-Head Client Experience, Citi
• Drive measurable business outcomes from data your organization already owns by connecting touchpoints, behavioral signals, and interaction intelligence directly to revenue, retention, and cost to serve.
• Unlock enterprise-wide impact by translating CX signals into insight packages that product, marketing, and operations teams can act on. Closing the gap between observation and commercial outcome.
• Secure CX's seat at the strategic table by demonstrating that customer behavioral data, churn signals, and journey intelligence are not service metrics, they are growth assets
• Drive measurable business outcomes from data your organization already owns by connecting touchpoints, behavioral signals, and interaction intelligence directly to revenue, retention, and cost to serve.
• Unlock enterprise-wide impact by translating CX signals into insight packages that product, marketing, and operations teams can act on. Closing the gap between observation and commercial outcome.
• Secure CX's seat at the strategic table by demonstrating that customer behavioral data, churn signals, and journey intelligence are not service metrics, they are growth assets
Â
Jamie Brannan, Executive Vice President & Chief Commercial Officer, Zoetis
Eric Sutton, Chief Customer Officer, Key Bank
Jay Anderson, Chief Digital Information Officer, Mars Vetinary Health
•Build a picture of how customer experience will evolve by 2030, including the shifts in metrics, operating models, and expectations that will define leading organizations
•Understand the defining forces shaping the next era of CX from AI and automation to workforce transformation and data and where leaders may be over or underestimating their impact
•Gain perspective on the critical risks, opportunities, and strategic bets that will shape CX over the next five years, helping you challenge your current approach and sense check your future direction
Jennifer Gribble, Senior Vice President, Global Marketing, Mainstream Brands, IHG
Bryan Murphy, Global Head of Financial Institutions Client Success Management | Co-Head Client Experience, Citi
• Hear how you can drive lasting behaviour change across your teams by breaking entrenched habits, embedding new ways of working, and ensuring adoption of both new technologies and processes
• Upskill your workforce for an AI-enabled environment by training teams to work alongside new tools while strengthening the human skills that technology cannot replicate
• Protect and prove the value of human interaction by embedding it into feedback loops, using frontline teams to capture richer customer insight, and demonstrating its impact on experience and outcomes
Christina Goldschmidt, VP Product Design, Warner Music Group
Renee Rhem, Vice President of Customer Advocacy, Subaru of America
Srikant Narasimhan, Vice President, Head of Enterprise Customer Experience & Insights, CVS Health
• Win executive backing for CX or risk being deprioritized by learning how to position initiatives in commercial terms the C-suite understands and funds
• Secure budget in a constrained environment by linking CX investment and CX metrics to revenue, retention, value and growth
• Break through silos that stall progress by learning how to influence across functions, align competing priorities, and turn fragmented ownership into coordinated action
Neil Cerbon, SVP - Chief Customer Officer, Related Companies
Stephanie Sorrento, Senior Vice President, Strategic Initiatives Expert, Commercial, M&T Bank
• Conversation quality and clarity directly impact customer experience and revenue.
• Improving quality of conversation unlocks higher customer satisfaction and scalable growth while lowering operational friction for global CX teams.
• Hear how removing language and communication barriers ensures critical customer conversations are clear, efficient and effective.
Sanas AI
• Hear from your peers about the biggest pitfalls when moving towards agentic transformation, and how you can avoid them
• Protect against implementation risks and reputation damage by installing governance guardrails, infrastructure assessments, and workforce readiness plans before deployment
• Accelerate safe adoption by learning from real AI failures, identifying practical applications that complement human capabilities, and building scalable solutions grounded in business reality
As consumers increasingly adopt AI powered tools and personal agents to act on their behalf, organizations may face a new and largely untested challenge. Automated demand generated by customer side technology has the potential to fundamentally reshape service operations, from sudden spikes in interaction volumes to more complex authentication, trust, and fraud considerations.
• Understand how customer adoption of AI agents could reshape demand, service interactions, and operating models over the next few years
• Explore the operational, technical, and governance challenges this creates, from managing unpredictable volume spikes to authentication, trust, and fraud risk
• Gain early perspective on how to prepare your organization for machine driven customer interactions, including what to monitor now and where to adapt before the shift accelerates
• Understand true value realization by implementing rigorous ROI tracking frameworks that validate AI investments and demonstrate quantifiable customer and operational improvements
• Cut wasted spend by identifying which AI deployments are performing and which need to be restructured or retired
• Accelerate ROI validation by replacing vanity metrics with outcome-linked measurement frameworks that prove AI's impact on customer satisfaction and operational efficiency
Speaker TBD - Cyara
Andrew Hohwald, Director AI enablement, Digital Transformation & Innovation, HCA Healthcare
Roundtable 1: Breaking habits and embedding new ways of working in CX
How do you move frontline teams beyond legacy behaviors and drive genuine adoption of new tools and processes, all while maintaining team engagement and motivation in an AI-enabled environment?
Â
Roundtable 2: Turning customer intelligence into business impact
How can organizations better connect customer touchpoints to measurable outcomes such as revenue growth and retention?
Â
Roundtable 3: CX 2030 strategic bets for a rapidly changing landscape
How can CX & Service leaders strategize around developing industry trends, risks and opportunities to challenge current approaches and sense check the future direction of their teams?Â
• Strengthen decision confidence and strategic impact by establishing data quality standards and governance that ensure customer insights are reliable and actionable
• Unlock AI potential by preparing structured, unified data foundations that convert fragmented feedback into predictive intelligence and personalized experiences
• Close the insight-to-action gap by transforming dashboard metrics into operational improvements that measurably enhance customer outcomes and business performance
Â
Michelle Huenick, Director, Data and Analytics Center of Excellence, Microsoft
Michael Locurio, Director CX Technology, Barnes and Noble
Sean Harvey, Director Rounding & Insights, Barnibus Health
Moderator Jon Arnold, Principle Analyst, J Arnold Associates
• Forge a global CX framework that delivers locally resonant experiences at scale by defining which elements of the experience are non-negotiable and where regional teams have the freedom to adapt to local customer expectations
• Drive coordinated regional performance by consolidating data across your global network to identify what each market needs and where support delivers the greatest impact
• Enable frontline teams to deliver on the brand promise at scale by investing in the skills, tools, and confidence needed to balance global expectations with local nuance
Alex Zeitz, VP Enterprise Experience, Operations, and Culture, Virgin Voyages
Andrew Schulkind, Vice President Customer Experience, Domino North America
• Build trust in AI-driven customer interactions by understanding how to design transparent experiences that clearly communicate when and how AI is being used
• Navigate data usage and privacy expectations with confidence by learning how to balance personalization with control, ensuring compliance while still delivering meaningful, tailored experiences
• Protect your brand from AI-related risk by identifying where automation can damage trust, and implementing the right governance, safeguards, and escalation strategies to maintain quality and credibility
Take advantage of our extended lunch period to recharge and connect. Whether you join an invite‑only workshop, participate in a lunchtime roundtable, enjoy informal networking, or settle into a one‑to‑one meeting, this is your time to build relationships and dive into the conversations that matter most.
Following the opening day of Customer Service and Experience East 2026, we are delighted to invite a small group of senior leaders to a intimate off the record dinner with out event partner ADA.
This informal evening will bring together C-suite executives, CX and service leaders and experts for open conversation on the realities of leadig the CX functions in todays world.
The world of work is changing quickly, from AI and new technologies to evolving organizations, roles and expectations of leaders. What do these shifts mean for women, and how can we not only navigate change but help shape what comes next?
This interactive breakfast workshop will bring together women leaders for candid conversation, peer learning and connection. A facilitated leadership discussion will explore what is changing now, the opportunities and challenges women are seeing, and the capabilities that will matter most as we head into 2027. Participants will then take the conversation deeper through small-group discussions focused on topics including leading through uncertainty, visibility and influence, sponsorship, AI and the changing workplace, and creating pathways for the next generation of women leaders.
The session will leave participants with new perspectives, stronger connections and practical ideas they can carry forward in their own leadership and organizations.
Janis Avila, CX & EX Leader, Facilitator & Speaker
