Agenda Day 2
8:00 am - 8:30 am
Breakfast & Networking
8:30 am - 8:40 am
Chair's Opening Remarks
Bill Staikos -
Chief Customer Officer,
Be Customer Led
8:40 am - 9:10 am
Panel Discussion: Simplifying Tech Stacks to Drive Adoption and Boost Company-Wide CX Efficiency
Prakash Hariharabalan -
Senior Director of Marketing Analytics (AI and Innovation),
Signet Jewellers
Sharat Dwibhasi - Associate Director of AI, Growth & Commerce Strategy, Chewy
With an influx of shiny, new tools that promise to solve your biggest CX and unified commerce challenges, upgrading your tech stack often seems like
Prakash Hariharabalan
Senior Director of Marketing Analytics (AI and Innovation)Signet Jewellers
9:10 am - 9:40 am
Sponsor Presentation: Threat to the Customer Journey or a New Opportunity? Agentic Commerce
Seamless AI transformation doesn't happen by accident. It's the result of clear strategy, processes and organization-wide buy-in.
11:30 am - 12:00 pm
Lightning Debates!
Njeri Gachago -
Director of Store Operations Strategic Initiatives,
The Home Depot
12:00 pm - 12:30 pm
Mastermind Discussion: Elevating Human Touchpoints in an AI-first World
Zach Greco -
Senior Director of Customer Experience,
Floor & Decor
As AI takes on more volume, human interactions become more visible, and valuable. So, what can you be doing to empower human support teams to create standout moments, resolve issues quickly and build real connection when it matters most?
1:05 pm - 1:50 pm
Networking Lunch
Every CX leader has lived this moment: customers are telling you something is broken: a returns process that's cumbersome and slow, say. Leadership agrees it should be fixed. There's no argument, no resistance. It gets prioritized.
And then, somehow, it still doesn't move.
Agreement is the easy part. It costs nothing to nod at a real problem. What's missing in most organizations isn't more consensus, it's someone operating the space between the "yes" and the fix: building the case, attaching a cost to inaction, keeping the decision alive until it's actually funded and built.
Join this interactive discussion to explore:
- Why "everyone agreed" is not the same as "someone's operating it"
- A real example of a customer problem everyone agreed on, and what it took to carry it from agreement to execution
- What it looks like for CX to operate a decision, not just advocate for it
- Where AI helps build the case faster, and where the follow-through stays entirely human
2:30 pm - 3:00 pm
Presentation: Harnessing Data to Drive Loyalty Through Personalized Engagement at Scale
Prakash Hariharabalan -
Senior Director of Marketing Analytics (AI and Innovation),
Signet Jewellers
With markets tightening and every brand vying for a share of shrinking wallets, personalized engagement has created the latest competitive advantage.
In this session, hear from an expert that has been navigating personalization for years, and explore how retailers can apply these approaches responsibly, transparently and sustainably.
• Building strong, secure customer datasets to enable more precise personalization
• Using first-party data transparently and ethically to make personalization feel hyper relevant without being intrusive
• Avoiding over-segmentation to ensure experiences feel natural, human and easy to navigate
• Scaling personalization across geographies: delivering contextually relevant messaging across regions without adding operational complexity
Prakash Hariharabalan
Senior Director of Marketing Analytics (AI and Innovation)Signet Jewellers
3:00 pm - 3:45 pm
Presentation: Stand Out or Lose Out - Driving Loyalty Through Differentiated Experiences in Physical Retail
Megan Murray -
Vice President, Events and In-Store Experience,
Ulta Beauty
In a world where digital convenience is the norm, physical retail must do more than simply exist - it must stand out.
From innovative in-store experiences that spark curiosity and engagement, to simple but powerful improvements that remove friction, this session
explores how retailers can create differentiated, experience-led journeys that not only drive footfall, but build lasting customer loyalty.
• Thinking outside of the box: creating new and unique in-store experiences that drive footfall and memorability
• Uncovering more simple differentiations, such as reduced queues and smarter checkouts, that reduce friction and lift for customers
• Translating exceptional in-store experiences across other channels to maximize impact and marketing budget
