CX leaders know that customer experience is central to business success, and that it should be treated as an enterprise-wide priority. But success today is not only about the outcomes; rather, it’s about rethinking how those outcomes are achieved.

If retail leaders could rewrite what success looks like, and how they define and measure it, what would be the outcome? And what role will CX, EX and diverse leadership play in that transformation?

In this opening keynote panel, senior executives explore what it means to rewrite success through a more human-centric, customer-informed, and inclusive lens. Learn:

• How to make CX core to how success is defined, measured and operationalized across the business

• Why employee experience is a critical lever for delivering lasting customer impact

• How inclusive, values-driven leadership is reshaping the future of enterprise success 

Victoria Santoriello

Vice President Global Customer Experience and Product Strategy
Kate Spade New York

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Angie Rieger

Chief Transformation Officer
Lands'​ End

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Jillian Villalobos

CXO / CCO Head of Consumer Experience
Samsung Electronics America Inc.

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Shannon Flanagan

Founder
Retail Women In Tech

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Many retailers have goals for improving Customer Experience (CX) across their websites and mobile apps. To do this effectively, brands must build better approaches to understanding and remembering consumers and their preferences, even when they aren’t logged in.

While that is the utopia, the reality is that many retail brands will take different paths as they sort out the gaps, challenges, and roadblocks they face when trying to build a program focused on building better experiences for their customers.

This session will give you some insight into:

• The pitfalls and challenges retailers face as they try to go from crawling to running in the CX space

• Stories from the field looking at 3 different types of CX improvements while using a few different technology platforms, and key learnings

• Key takeaways for how to think about best solving for and ensuring that your CX goals are never hindered by bad data or limited technology

Mark Krebs

VP Global Sales
Celebrus

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What does it look like when the customer isn’t just a consideration, but the starting point for it all? When their behaviors, emotions, aspirations, and values drive not just how you engage with them, but how you design products, structure your supply chain, and define your organization’s purpose?

In this presentation, Peter Pernot-Day shares what it truly means to embed the customer at the heart of business, beyond responding to demands to building systems that anticipate it. From real-time feedback loops that influence product decisions, to agile infrastructures that adapt to how customers live and shop, learn how leading businesses are reimagining commerce around the realities of today’s customer. 

While creating seamless, high-quality customer experiences across all channels is the gold standard in modern retail, achieving it is often easier said than done. When data remains siloed across in-store systems, e-commerce platforms, mobile apps, and social media, delivering the consistent, personalized interactions customers expect becomes a challenge. Now, imagine having a persistent, real-time customer ID that connects every tool, channel, and data stream—unifying your ecosystem to improve targeting, streamline analytics, and power high-performing AI.

Join this presentation to learn how to go beyond traditional “golden records” and transform fragmented retail data into a Diamond Record: a unified, actionable foundation for hyper-personalized engagement, smarter decision-making, and frictionless omnichannel experiences.

Holding Session Reserved for Treasure Data

Sponsored by: Treasure Data

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Whilst a problem shared does not always mean a problem halved, a problem shared with experts often means a solution to a challenge can be found.

In this round table discussion session, tables of experts will tangle with real-life, anonymous, challenges provided by attendees prior to the event. Each table will discuss the challenges and consider how they could overcome the issues put before them and offer insight into similar challenges they have also faced before.

The concept of this session is not just to provide an outcome, but to give ideas and direction to the issue at hand – to offer alternative perspectives, challenge existing ways to deliver outcomes and provide deliver food for thought 

We’ve heard it all before: frictionless, omnichannel, AI-powered, personalized at scale. Promises recycled so many times they should come with a warning label. In this candid, interactive session, Tim Wittbrod of 8x8 invites CX leaders to cut through the noise. Why do so many CX projects stall? Why do vendors overpromise and underdeliver? And more importantly—what actually works right now? Bring your frustrations, your skepticism, and your curiosity. You’ll walk away with a new lens for separating signal from noise, and a clear path to building CX that works—for customers, agents, and the business.

Tim Wittbrod

Director of Contact Center Specialists
8x8

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As consumer attention fragments and convenience becomes the norm, the traditional path to purchase no longer applies. Today’s customers fluidly move between channels and platforms, and brands and retailers must meet them wherever they are to enable conversion at any moment. Experiences must be designed to not only capture attention, but seamlessly drive customers to action.

Unlock cohesive, commerce-ready journeys that meet the behaviors of today’s consumers. From optimizing cross-channel design to leveraging retail media for real- time decision making, learn how to create consistent, cohesive experiences that drive customers from awareness to action. 

As AI and automation become more prevalent for cutting costs and improving efficiency, businesses still face the challenge of balancing these solutions with the demand for human support. The personal, human interactions that some customers crave can’t be provided without a price. It is essential to strike the balance between meeting customer expectations, ensuring consistent service across channels and managing business pressures, all while controlling costs.

In this panel discussion, experts will discuss:

• Building cultures of knowledge and trust on how agentic AI is enhancing the service delivered by agents, rather than replacing
• Integrating automation, human support and outsourced centers to maintain quality while reducing costs
• Shifting customer service strategies from reactive to proactive, unlocking new opportunities for businesses 

Jeffrey Warren

Vice President, Selling and Customer Experience
Macy's

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Yogi Narine

Senior Vice President Customer Care Operations
1-800-FLOWERS.COM

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