Agenda Day Two
8:00 am - 8:30 am
BREAKFAST AND NETWORKING
8:30 am - 8:40 am
CHAIR'S OPENING REMARKS
Michela Brooks -
Consultant,
Temple & Theory
8:40 am - 9:10 am
KEYNOTE PRESENTATION: REDEFINING LOYALTY: FROM POINTS TO PURPOSE
Nicole Huang -
SVP Customer Experience/Executive General Manager - Fleet,
Virgin Voyages
Today’s customers expect more than discounts and points. This keynote sets the stage for how leading organizations are reimagining loyalty as a
relationship built on trust, relevance, and value.
• Why emotional loyalty is outpacing transactional schemes.
• How brands are creating purpose-driven connections.
• What’s next for loyalty in an age of constant choice.
9:10 am - 9:40 am
SAY ''YES'' MORE OFTEN: HOW TO USE AI TO DO MORE WITH LESS, WITHOUT SACRIFICING HUMAN JUDGEMENT
Leo Ohaus -
Head of Growth,
Listen Labs
CX leaders are under pressure to deliver richer customer insight with leaner teams and tighter budgets. AI promises speed and scale, but raises questions about accuracy, credibility, and how to layer in important human judgment.
In this keynote, Listen Labs shares how companies across various industries have shaped their customer insights with an AI‑powered quantitative and qualitative stack.
This shift has enabled teams to say “yes” to customer research they once had to decline, strengthening the role and impact of insights across their organizations.
Sponsored by: Listen Labs
9:45 am - 10:15 am
1:1 BUSINESS MEETINGS
10:20 am - 10:50 am
1:1 BUSINESS MEETINGS
10:20 am - 10:50 am
COFFEE & NETWORKING
10:55 am - 11:25 am
1:1 BUSINESS MEETINGS
10:55 am - 11:25 am
THINK TANK: RESTORING TRUST IN MOMENTS THAT MATTER
Joseph Ramallo -
Chief Customer Officer,
Los Angeles Department of Water and Power
Trust takes years to build but can vanish in a moment. From wildfires and outages to data breaches and failed campaigns, every organization faces
events that test customer confidence. This think tank will explore how leaders can navigate the aftermath of these moments, restore credibility, and leave
customers feeling valued rather than abandoned.
• Identifying what customers need most in the immediate aftermath of a crisis
• Communicating transparently without overpromising or fuelling panic
• Practical steps to rebuild confidence and measure when trust has been restored
11:30 am - 12:00 pm
MASTERMIND: FROM STRATEGY TO SCALE: MAKING PERSONALIZATION WORK ACROSS COMPLEX ORGANIZATIONS
Lenika Milne -
Chief Marketing Officer,
Brown & Brown
Personalization rarely fails because of intent, it fails because organizations are complex. Multiple brands, regions, channels, and teams make it difficult to deliver consistent experiences at scale. Explore how to move personalization from strategy decks into everyday execution, without overwhelming teams or over-engineering the solution.
• Translating personalization strategy into scalable operating models across
industries.
• Setting clear guardrails that balance central consistency with local flexibility.
• Simplifying technology, data, and processes to support execution not slow it down
12:05 pm - 12:35 pm
PRESENTATION: WHERE AI STILL FAILS CUSTOMERS
Shruti Ahluwahlia -
Director of AI and Transformation Technology Programs,
The Walt Disney Company
Shruti Ahluwahlia
Director of AI and Transformation Technology ProgramsThe Walt Disney Company
12:40 pm - 1:10 pm
1:1 BUSINESS MEETINGS
12:40 pm - 1:10 pm
COFFEE & NETWORKING
1:10 pm - 2:00 pm
NETWORKING LUNCH BREAK
2:05 pm - 2:35 pm
1:1 BUSINESS MEETINGS
1:30 pm - 2:00 pm
SEPARATING HYPE FROM REALITY IN AI
Sarah Baker -
Consultant,
Wisebloom Advisory
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.
2:40 pm - 3:10 pm
PANEL DISCUSSION: MAKING SENSE OF CUSTOMER DATA IN A FRAGMENTED WORLD
Kimberly Wyman -
Vice President Customer Care,
T-Mobile
DeAnna Hardwick - Chief Customer Strategy Officer, CPS Energy
Barton May - Senior Director of Product Mobile Management, Hilton
Matthew Cawsey - Product Marketing and Solution Strategy Director, Stibo Systems
Organizations are drowning in platforms and dashboards, yet leaders still struggle to extract value. This opening session sets the stage with practical
ways to make data usable, not overwhelming.
• Tackling the challenge of siloed systems and disconnected insights.
• Identifying the data that actually drives better CX.
• Cutting through noise to deliver clarity for decision makers.
Sponsored by: Stibo Systems
3:10 pm - 3:40 pm
KEYNOTE PRESENTATION: FROM INSIGHTS TO IMPACT: EMBEDDING DATA INTO DAILY DECISIONS
Leon Gantt -
VP of Contact Center & Guest Experience,
United Parks
Too often, insights stay trapped in reports instead of shaping outcomes. This closing session explores how to operationalize data, so it becomes part of
everyday decision making.
• Closing the gap between insight and execution.
• Embedding data-driven thinking into organizational culture.
• Measuring the tangible business outcomes of CX insights.
