Resilient Retail. Powered By The Customer
Achieving Unified Commerce For A Future Beyond Meeting The Customer Where They Are
September 23-24 2025 | Hyatt Regency, Jersey City, New Jersey

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Jillian Villalobos

Head of Consumer Experience Strategy Samsung Electronics America Inc.

Agenda Day 1

8:45 AM KEYNOTE PANEL DISCUSSION – REWRITING SUCCESS: CX, EX AND THE LEADERS CHANGING THE RULES

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

Check out the incredible speaker line-up to see who will be joining Jillian.

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