Agenda Day Two
8:00 am - 8:30 am
BREAKFAST AND NETWORKING
8:30 am - 8:35 am
CHAIR'S OPENING REMARKS
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
PRESENTATION: DRIVING LOYALTY THROUGH TRANSPARENT VALUE EXCHANGE
Customers will only engage if the value of loyalty is clear. This session explores how openness and trust underpin the future of
engagement.
• Turning privacy and data ethics into a loyalty advantage.
• Creating personalized rewards that feel meaningful.
• Building scalable programs that work across industries.
9:45 am - 10:15 am
1:1 BUSINESS MEETINGS
9:45 am - 10:15 am
THINK TANK: PROVING CX ROI INSIDE THE ORGANISATION
Matthew Wilson -
Vice President, Customer Experience & Operations Excellence,
Hotwire Communications
Boards want evidence that CX is a growth driver, not just a cost. This discussion will focus on building the internal business case and proving ROI
Hotwire Communications
in financial terms stakeholder’s respect.
• Moving from “soft” metrics to hard financial KPIs.
• Building ROI frameworks that resonate with CFOs and investors.
• Sharing how peers are winning internal buy-in with data.
Matthew Wilson
Vice President, Customer Experience & Operations ExcellenceHotwire Communications
10:20 am - 10:50 am
1:1 BUSINESS MEETINGS
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
PANEL DISCUSSION: THE EMPLOYEE EXPERIENCE ADVANTAGE: STRENGTHENING TRUST AND LOYALTY FROM THE INSIDE OUT
AI is accelerating, expectations are rising, and customers can switch brands instantly. In this environment, the organisations winning on loyalty
aren’t just fixing journeys, they’re strengthening the people behind them.
This panel will examine how leading brands are elevating employee experience to deliver more trust, consistency, and long-term customer
commitment.
• Why empowered employees build more loyal customers and where
leaders should invest now.
• Creating clarity and confidence in an AI-enabled workplace so teams
deliver reliably under pressure.
• Turning frontline insights into action to strengthen trust in the moments
that matter most.
12:05 pm - 12:35 pm
PRESENTATION: FUTURE-PROOFING LOYALTY THROUGH PERSONALIZED ENGAGEMENT
Loyalty programs must adapt to shifting customer expectations. This sponsor session looks at strategies to stay relevant and effective.
• Using data to enhance, not overwhelm, customer experience.
• Integrating loyalty across digital and physical touchpoints.
• Measuring loyalty beyond repeat transactions.
12:40 pm - 1:10 pm
1:1 BUSINESS MEETINGS
1:10 pm - 2:00 pm
NETWORKING LUNCH BREAK
2:05 pm - 2:35 pm
1:1 BUSINESS MEETINGS
2:05 pm - 2:35 pm
THE CX WALL OF WINS AND FAILS
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
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.
3:10 pm - 3:40 pm
PRESENTATION: BREAKING DOWN SILOS TO CREATE A SINGLE SOURCE OF TRUTH
Customer insights only matter if they’re accessible across the business. This sponsor session shows how integrated platforms can unlock faster, smarter
decision making.
• Building a unified customer view across channels.
• Turning integrated data into real-time action.
• Enabling teams to respond to insights instantly.
3:40 pm - 4:10 pm
KEYNOTE PRESENTATION: FROM INSIGHTS TO IMPACT: EMBEDDING DATA INTO DAILY DECISIONS
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.
