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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Angela Rieger

Chief Transformation Officer
Lands' End

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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

Daniel Moorlach

Global Sales Manager
Celebrus

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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

Ryan Minsker

Senior Sales Director for North America
Treasure Data, Inc

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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, CX Specialist Sales
8x8

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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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Shailesh Nalawadi

VP of Product Management
SendBird

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Caroline Villamar

Senior Manager, Customer Experience
John Varvatos

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