Resilient Retail. Powered by the Customer
Achieving Unified Commerce for a Future Beyond Meeting the Customer Where They Are
September 22-23 2026 | Hyatt Regency, Jersey City, New Jersey
Ed Durbin
Vice President, Industry Strategy for Retail & Consumer Goods Talkdesk
Ed Durbin is the Vice-President of Industry Strategy for Retail & Consumer Goods at Talkdesk, where he drives growth and develops strategies to support our global retail customers. He is passionate about helping customers solve their problems, understanding desired outcomes, partnering for success, and leveraging the right technologies. With over 30 years of experience supporting retailers worldwide, his focus is on assisting customers achieve their CX goals.
Agenda Day 1
8:35 AM CHAIR'S OPENING REMARKS
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
6:20 PM CHAIR'S CLOSING REMARKS
Agenda Day 2
8:30 AM CHAIR'S OPENING REMARKS
Check out the incredible speaker line-up to see who will be joining Ed.
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