Zack Hamilton

In a friction-driven economy, customer feedback alone is no longer enough. What increasingly defines experience - and performance - is the speed at which organizations translate insight into action. This session reveals why the next era of CX leadership hinges on eliminating friction drag and building agentic systems and operating models that convert insight into execution, so you can confidently answer the question – Are you delivering any value?

Unpacking friction drag and its ripple effects, you can:

• Discover the threat of how unaddressed friction can outpace customer acquisition and why legacy operating models are leaving value on the table

• Learn the new measures that matter, move beyond sentiment and vanity KPIs toward behavioral impact, causation and action‑driven value creation on the things that really matter to your business

• Explore how agentic systems can surface friction automatically, enabling teams to leap from problem to action with radical decision velocity