Agenda Day One

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6:30 pm - 8:30 pm PRE-EVENT NETWORKING DRINKS RECEPTION

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7:30 am - 8:30 am REGISTRATION, BREAKFAST AND NETWORKING

8:30 am - 8:35 am PROGRAM DIRECTOR'S WELCOME

Callum O'Brien, Program Director, CX USA Exchange 2026

8:35 am - 8:45 am CHAIR'S OPENING REMARKS

8:45 am - 9:15 am KEYNOTE PRESENTATION: AI THAT MATTERS: MOVING FROM EXPERIMENTS TO EVERYDAY IMPACT

TS Balaji - Vice President of Digital & Customer Experience, Cox Communications

AI is everywhere, but most implementations fail to deliver. This keynote will cut through the noise and show how organisations are successfully embedding AI into everyday customer experiences.


• Identifying the use cases that actually scale.

• Ensuring ROI is visible across the business.

• Keeping the human touch where it matters most.


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TS Balaji

Vice President of Digital & Customer Experience
Cox Communications
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9:15 am - 9:45 am PRESENTATION: ARCHITECTING A GLOBAL CUSTOMER EXPERIENCE IN THE AGE OF AGENTIC AI

As global businesses scale and seek to reduce costs, delivering consistent, high quality customer experience across languages remains a critical challenge. Agentic AI can transform multilingual customer support, enabling genuine conversations in any language, any time.

Using real-world examples, we’ll demonstrate how conversational AI can remove language barriers while maintaining consistent service standards and genuine human connection across all markets while helping reduce costs and protecting you customers and their data.



1:1 BUSINESS MEETINGS

9:50 am - 10:20 am 1:1 BUSINESS MEETINGS

THINK TANK: FIXING IDENTITY FRACTURES TO STRENGTHEN CX

9:50 am - 10:20 am THINK TANK: UNCOVER YOUR DATA GAPS: HOW TO FIX THE FRACTURES IN YOUR DIGITAL IDENTITY DATA WORKFLOWS & UNLEASH THE BEST CX


Mark Krebs - VP Global Sales, Celebrus

Many organizations 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 organizations 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 consumers.

This session will give you some insight into:

1. The pitfalls and challenges brands face as they try to go from crawling to running in the CX space  

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

3. Key takeaways for you to take back to the office to think about how to best solve for and ensure that your CX goals are never hindered by bad data or limited technology  

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Mark Krebs

VP Global Sales
Celebrus
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10:25 am - 10:55 am 1:1 BUSINESS MEETINGS

1:1 BUSINESS MEETINGS

11:00 am - 11:30 am 1:1 BUSINESS MEETINGS


THINK TANK: VOICE CHANNELS FROM HIDDEN RISK TO CX OPPORTUNITY

11:00 am - 11:30 am THINK TANK: VOICE CHANNELS: FROM HIDDEN RISK TO CX OPPORTUNITY

Voice interactions are often the blind spot in CX: un-logged, under-analysed, yet full of insight and risk. This discussion will explore how voice data can be transformed into a strategic asset rather than a liability.


• Uncovering what we’re missing in voice-driven channels.

• Sharing real stories: voice gone wrong, voice made better.

• Deciding where to invest now to turn voice interactions into CX wins.

11:35 am - 12:05 pm PANEL DISCUSSION: AI OWNERSHIP: WHO DECIDES HOW ITS USED

Shri Nandan - VP of AI & Customer Experience, Comcast
Hillel Bierbrier - Vice President - Digital Transformation, Northern Trust Corporation

AI is transforming customer service, but responsibility for it is often unclear. This panel will explore how organisations can align leadership and ensure AI supports customer outcomes.


• Balancing priorities across CX, IT, and Finance.

• Creating governance that avoids risk and duplication.

• Defining clear accountability for AI strategy.

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Shri Nandan

VP of AI & Customer Experience
Comcast
See Bio
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Hillel Bierbrier

Vice President - Digital Transformation
Northern Trust Corporation
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12:05 pm - 12:35 pm PRESENTATION: CONNECTING DIGITAL CUSTOMER JOURNEYS WITH CX AUTOMATION TO ELEVATE CX

Customers have increasingly high expectations of their interactions. No matter where they engage with you, they want a seamless, personalized digital experience, it’s up to organizations to find a way to meet these needs. As the number of engagement channels grow, so does the volume of CX data collected at every touchpoint.


• Best practices to automate actions and orchestrate the digital customer journey.

• How to power your CX automation with comprehensive customer data.

• The importance of leveraging AI to swiftly spot, analyze and resolve customer issues

12:40 pm - 1:30 pm NETWORKING LUNCH BREAK

1:30 pm - 2:00 pm 1:1 BUSINESS MEETINGS

1:30 pm - 2:00 pm THINK TANK: SEPARATING HYPE FROM REALITY IN AI
Sarah Baker - Senior Director of Customer Experience, TodayTix Group
AI is full of bold promises, but only some projects create real value. This discussion will benchmark what’s actually working and where organisations
are hitting roadblocks.

• Evaluating practical AI use cases.

• Sharing lessons from failed pilots.

• Agreeing on where to invest next.
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Sarah Baker

Senior Director of Customer Experience
TodayTix Group
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2:05 pm - 2:35 pm 1:1 BUSINESS MEETINGS

2:40 pm - 3:10 pm ROUNDTABLE: DESIGNING PERSONALIZATION THAT FEELS HELPFUL, NOT INTRUSIVE
Customers want relevance, but they don’t want to feel tracked. This discussion explores how to strike the right balance across industries.

2:40 pm - 3:10 pm ROUNDTABLE: SIMPLYFYING PERSONALIZATION TO SCALE ACROSS COMPLEX OPERATIONS
Lenika Milne - Chief Marketing Officer, One80 Intermediaries
Operational complexity is the biggest barrier to delivering consistent experiences. Leaders will share how they’re scaling personalization without
overwhelming their teams.
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Lenika Milne

Chief Marketing Officer
One80 Intermediaries
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2:40 pm - 3:10 pm ROUNDTABLE: MAKING PERSONALIZATION CONSISTENT ACROSS EVERY CHANNEL
Customers expect brands to know them everywhere; not just in one touchpoint. This roundtable focuses on creating joined-up personalization across the whole journey.

3:10 pm - 3:40 pm PRESENTATION: DELIVERING RELEVANCE AT SCALE THROUGH SMARTER PERSONALIZATION

Customers are overwhelmed with messages but only act when it feels relevant. This session explores how to embed personalization into everyday experiences.

• Using real-time data to anticipate needs.

• Creating relevance across multiple channels.

• Ensuring consistency without adding complexity.

3:45 pm - 4:15 pm 1:1 BUSINESS MEETINGS

4:20 pm - 4:50 pm 1:1 BUSINESS MEETINGS

3:45 pm - 4:15 pm CX SPEED NETWORKING

4:20 pm - 4:50 pm THINK TANK: WHERE AI STILL FAILS CUSTOMERS
Francescamaria Isoardi - Global Head of Learning, Essilorluxottica
AI often struggles when customers need empathy most. This session examines how to close the gap and protect customer relationships in highstakes moments.

• Identifying scenarios where AI creates frustration.

• Designing escalation models that work.

• Combining speed with human understanding.
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Francescamaria Isoardi

Global Head of Learning
Essilorluxottica
See Bio

4:55 pm - 5:25 pm KEYNOTE PRESENTATION: PERSONALIZATION THAT BUILDS TRUST, NOT FATIGUE

Across industries, poorly executed personalisation creates scepticism. This session explores how to rebuild trust by making personalisation transparent, consistent, and valuable.


• Showing customers why personalisation benefits them.
• Setting realistic expectations and delivering on them.
• Making personalisation feel human, not mechanical.

5:25 pm - 5:55 pm PRESENTATION: OMNICHANNEL PERSONALIZATION: MEETING CUSTOMERS WHEREVER THEY ARE

Customers don’t see channels; they see one brand. This session examines how to connect digital, physical, and human touchpoints seamlessly.

• Linking journeys across online, app, and in-person.

• Adapting personalization to different customer segments.

• Making the brand experience consistent everywhere

5:55 pm - 6:25 pm PANEL DISCUSSION: SIMPLYFYING COMPLEXITY: PERSONALIZATION THAT WORKS ACROSS INDUSTRIES

Matt Prainito - Managing Director - Airport Operations, Alaska Airlines
Sree Sreedhararaj - Chief Technology Officer, Ipsy
Personalization often becomes overcomplicated, leading to inconsistency. This closing session explores how to focus on what works and make it
sustainable.

• Removing unnecessary friction from delivery.

• Choosing automation vs. humanization wisely.

• Building models that scale across industries.
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Matt Prainito

Managing Director - Airport Operations
Alaska Airlines
See Bio
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Sree Sreedhararaj

Chief Technology Officer
Ipsy
See Bio

6:25 pm - 6:30 pm CHAIR'S CLOSING REMARKS

6:30 pm - 8:30 pm DRINKS RECEPTION

In Partnership With:

CX Network

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