Sky-high expectations, groundbreaking strategies
The customer experience landscape is a battlefield, and today's CX leaders are the fearless commanders leading the charge. They are the architects of unforgettable experiences, the data whisperers unearthing hidden insights, and the masterminds behind strategies that redefine customer loyalty.
In this era of sky-high expectations, CX is the ultimate differentiator – the secret weapon that propels businesses from ordinary to extraordinary. It's time to unleash the full potential of your customer experience.
Join us at the GDS CX Innovation Summit, where you'll:
- Uncover the battle-tested strategies that elevate customer experiences from good to legendary.
- Learn how to wield data and technology to forge unbreakable bonds with your customers.
- Connect with fellow CX pioneers who are rewriting the rules of customer engagement.
Immerse yourself in thought-provoking insights
Exclusively curated from our previous
CX Innovation Physical Summit
Speakers
Karen Stanton
Chris Paul
Jeffery Carson
Mike Arulfo
John Grosshans
TS Balaji
Gaurav Passi
Drew Lesicko
Scott Edwards
Brett Kiley
David Parkhurst
Ahmad Elsawaf
Ruth Rose
Shashank Panchangam
Agenda
1:10 pm - 1:30 pm
Keynote
Sight and Sound: Creating Powerful Emotional Connections in the Digital Age
In a digital world, are you overlooking the most powerful connection points with your customers? Discover the untapped potential of sensory marketing to create lasting impressions and build deeper relationships with your audience. Learn how scent, in particular, can evoke powerful emotions and drive engagement.
- Understand the crucial role of multi-sensory experiences in building emotional connections.
- Learn how to leverage scent marketing to engage consumers on a deeper level.
- Discover strategies to create personalized sensory experiences that resonate with your audience.
- Explore how to maintain emotional connection in a world dominated by digital technology.
1:35 pm - 2:15 pm
Panel
From Silos to Synergy: How AI and GenAI Are Transforming Digital CX
Digital CX is a basic differentiator in today's competitive landscape; ownership is fragmented, and strategy is misunderstood. This panel of industry experts will discuss how AI and Generative AI provide scale solutions to knit together and personalize the digital journey—to prevent lost revenue from disconnected and siloed experiences. Join them and walk away with actionable insights into how to streamline CX ownership and leverage bleeding-edge technologies in service of creating cohesive, impactful customer experience interactions that work.
Top Takeaways:
- Realize the Impact of Fragmented CX Ownership: Understand the reality of how unclear ownership and siloed effort can create obstacles to revenue and customer satisfaction.
- Leverage AI and GenAI for Unified Experiences: Learn how various technologies in AI can integrate CX touchpoints into one cohesive interaction—a consistent and personal conversation across digital touchpoints.
- Breaking Organizational Silos: CX alignment of various stakeholders, consolidating knowledge management, and clear CX leadership are just some of the effective ways to bring change to your organization.
2:15 pm - 2:40 pm
Keynote
Revolutionize Your Conversations: The Future of Customer Experience with AI!
Customers expectations are getting redefined everyday through interactions they are having across different brands. To meet these ever increasing demands, brands need to evolve the experiences they
provide to customers.
The future is here, and it's powered by AI. In this session, we'll unveil how the latest advancements in generative AI are poised to revolutionize the way brands connect with their customers. The game has
changed. Customers today expect seamless, personalized interactions that anticipate their every need. Enter the world of conversational AI– an emerging frontier that's redefining the customer experience landscape.
3:00 pm - 4:00 pm
Roundtables
Track 1: How CX Leaders Can Drive Real Skill Development with AI
Traditional CX training often falls short. Simply delivering more content doesn't guarantee agents can complex customer interactions. This interactive roundtable explores how to leverage AI-powered simulations and proven learning principles to accelerate agent skill development, boost CX metrics, and drive business results.
Join us as we explore:
- The limitations of traditional training methods in today's CX landscape.
- Prioritizing critical CX skills for maximum impact.
- Leveraging AI simulations to provide safe, effective practice environments.
- Measuring the ROI of skills-based CX training.
Track 2: Turn Peak Times into Peak Performance
In today's competitive landscape, exceptional customer service can be the difference between soaring success and crashing failure. Join us for a dynamic roundtable discussion where we'll explore the critical importance of customer service and delve into innovative strategies to optimize your support during peak traffic periods. Learn how to transform challenges into opportunities and elevate customer experiences even when demand is at its highest.
Join us as we explore:
- The High Stakes of Customer Service: Discover why customer service is paramount in today's business world, with real-world examples of companies that thrived or failed based on their customer service approach.
- Smartsourcing: The Strategic Advantage: Explore the concept of "smartsourcing" – a strategic approach to outsourcing that prioritizes quality and cultural alignment to enhance customer service while optimizing costs.
- Diversifying Contact Points: Learn how to leverage alternative contact methods like chatbots, messaging apps, and SMS to reduce call center strain and cater to customer preferences.
- Empowering Customers with Self-Service: Discover the power of self-service options, including FAQs, tutorials, and knowledge bases, to resolve common issues and free up valuable support resources.
- Proactive Solutions for Peak Efficiency: Explore innovative approaches like scheduled call-backs to manage customer expectations and improve efficiency during high-demand periods.
Track 3: Building a Collaborative Culture for Exceptional CX and Business Growth
In our digitally driven world, exceptional customer experiences are paramount to success. Join us for an engaging roundtable discussion with fellow CX executives where we explore how prioritizing people and fostering a collaborative culture can elevate CX and drive business value. We'll discuss into strategies for breaking down silos, aligning teams with customer-centric goals, and promoting real-time information sharing for enhanced decision-making and agile responses to customer needs. Discover how to empower your teams to deliver exceptional experiences that build loyalty and drive growth in the face of digital disruption.
Join us as we explore:
- Cross-Functional Collaboration as a Catalyst for Growth: Learn how breaking down organizational silos and fostering cross-departmental alignment can enhance CX, streamline operations, and drive measurable business value.
- Aligning Teams Around Customer-Centric Goals: Explore how to create a shared understanding of customer-centric objectives that unite teams, enhancing engagement and focus on delivering seamless customer experiences.
- Developing a Culture of Agility and Adaptability: Uncover methods to embed a mindset of flexibility within your organization, equipping teams to respond proactively to shifts in customer needs and market trends.
- Fostering Loyalty and Growth Through Exceptional CX: Discuss the long-term impact of prioritizing people and collaboration on customer loyalty, and how these efforts can generate sustainable growth amidst digital disruption.
4:10 pm - 4:40 pm
Workshop
Making CX a Competitive Advantage and Growth Driver in a Digital-First World
4:45 pm - 5:15 pm
Interactive Session
CX Leaders Standing Together
Each attendee will receive a list of statements encompassing both professional and personal aspects – from showing up as the best version of yourself at work to the impact of job changes, and even the struggle to balance demanding workloads with personal well-being. After making your anonymous selections, we'll shuffle and redistribute the sheets among the group. Then, as each statement is read aloud, those with the statement checked off on their sheet will stand. This will create a powerful visual representation of how many of us share similar experiences, even if we might not always talk about them openly.
This exercise aims to ignite honest conversations, uncover common ground, and identify areas where we can collectively support and uplift one another.
5:20 pm - 5:50 pm
Interactive Session
CX Pulse Check
Join us for a live, interactive polling session designed exclusively for CX leaders. Share your insights, benchmark your strategies, and stay ahead of the curve.
7:20 pm - 9:30 pm
Gala Dinner
8:30 pm - 9:00 pm
Dinner Keynote
Spinning Towards Success – How SoulCycle Keeps Customers Engaged
In today's rapidly evolving world, brands face the constant challenge of balancing technology with the human touch. Join Drew Lesicko of SoulCycle, as he shares how a hospitality-driven brand like SoulCycle strategically embraces technology to enhance, not replace, human interaction. Drew will explore key touch points in the customer journey, discuss innovative approaches to elevate the customer experience, and emphasize the importance of "innovating with intention" to ensure every interaction is a positive one.
Top Takeaways:
- Learn how to identify the right blend of technology and human touchpoints in customer experience design.
- Gain insights into SoulCycle's innovative strategies for creating premium customer experiences.
- Understand the importance of testing and iterating on new technologies to ensure customer satisfaction.
- Discover how to leverage technology to enhance, not replace, human interaction in customer-facing roles.
8:10 am - 8:45 am
Panel
CX at the Speed of Digital: Emerging Channels and Next-Gen Experiences
CX at the Speed of Digital: Emerging Channels and Next-Gen Experiences
Ready to ditch the buzzwords and dive into the tangible strategies that are transforming how brands connect with customers? This panel cuts through the noise to explore the technologies and trends that are actuarially shaping the future of CX. Join us for a discussion that goes beyond the hype to deliver actionable insights you can implement today.
Top Takeaways:
- Phygital is the New Digital: Blur the lines between online and offline with immersive experiences that captivate your audience.
- Next-Generation Personalization: Go beyond basic personalization with AI-powered insights and predictive analytics to anticipate customer needs.
- Humanizing Digital Interactions: Explore how to maintain genuine human connection and empathy in an increasingly digital world.
8:45 am - 9:10 am
Keynote
Can You Predict the Future of CX? A Case Study in Specialty Healthcare
What if you could solve customer problems before they occurred? CVS Health Specialty did just that. By embracing predictive analytics, they transformed their customer experience and achieved extraordinary results.
Top Takeaways:
- A proactive, data-driven culture revolutionized their approach to CX.
- Predictive modeling unlocked significant cost savings and drove customer loyalty.
- A focus on future challenges secured long-term competitive advantage? Discover how to anticipate tomorrow's needs and build a CX strategy that delivers lasting success.
9:20 am - 10:20 am
Roundtables
Track 1: How CX Leaders Can Drive Real Skill Development with AI
Traditional CX training often falls short. Simply delivering more content doesn't guarantee agents can complex customer interactions. This interactive roundtable explores how to leverage AI-powered simulations and proven learning principles to accelerate agent skill development, boost CX metrics, and drive business results.
Join us as we explore:
- The limitations of traditional training methods in today's CX landscape.
- Prioritizing critical CX skills for maximum impact.
- Leveraging AI simulations to provide safe, effective practice environments.
- Measuring the ROI of skills-based CX training.
Track 2: Turn Peak Times into Peak Performance
In today's competitive landscape, exceptional customer service can be the difference between soaring success and crashing failure. Join us for a dynamic roundtable discussion where we'll explore the critical importance of customer service and delve into innovative strategies to optimize your support during peak traffic periods. Learn how to transform challenges into opportunities and elevate customer experiences even when demand is at its highest.
Join us as we explore:
- The High Stakes of Customer Service: Discover why customer service is paramount in today's business world, with real-world examples of companies that thrived or failed based on their customer service approach.
- Smartsourcing: The Strategic Advantage: Explore the concept of "smartsourcing" – a strategic approach to outsourcing that prioritizes quality and cultural alignment to enhance customer service while optimizing costs.
- Diversifying Contact Points: Learn how to leverage alternative contact methods like chatbots, messaging apps, and SMS to reduce call center strain and cater to customer preferences.
- Empowering Customers with Self-Service: Discover the power of self-service options, including FAQs, tutorials, and knowledge bases, to resolve common issues and free up valuable support resources.
- Proactive Solutions for Peak Efficiency: Explore innovative approaches like scheduled call-backs to manage customer expectations and improve efficiency during high-demand periods.
Track 3: Building a Collaborative Culture for Exceptional CX and Business Growth
In our digitally driven world, exceptional customer experiences are paramount to success. Join us for an engaging roundtable discussion with fellow CX executives where we explore how prioritizing people and fostering a collaborative culture can elevate CX and drive business value. We'll discuss into strategies for breaking down silos, aligning teams with customer-centric goals, and promoting real-time information sharing for enhanced decision-making and agile responses to customer needs. Discover how to empower your teams to deliver exceptional experiences that build loyalty and drive growth in the face of digital disruption.
Join us as we explore:
- Cross-Functional Collaboration as a Catalyst for Growth: Learn how breaking down organizational silos and fostering cross-departmental alignment can enhance CX, streamline operations, and drive measurable business value.
- Aligning Teams Around Customer-Centric Goals: Explore how to create a shared understanding of customer-centric objectives that unite teams, enhancing engagement and focus on delivering seamless customer experiences.
- Developing a Culture of Agility and Adaptability: Uncover methods to embed a mindset of flexibility within your organization, equipping teams to respond proactively to shifts in customer needs and market trends.
- Fostering Loyalty and Growth Through Exceptional CX: Discuss the long-term impact of prioritizing people and collaboration on customer loyalty, and how these efforts can generate sustainable growth amidst digital disruption.
10:30 am - 11:00 am
Workshop
Unlocking the Power of Your People and Igniting Workforce Engagement
Your employees are your most valuable asset. This workshop explores proven strategies and innovative approaches to ignite workforce engagement and unlock the full potential of your team.
Learn how to:
- Cultivate a culture of motivation and reduce turnover
- Optimize performance and boost productivity
- Gather and leverage workforce data to make informed decisions
11:05 am - 11:35 am
Workshop
AI-Driven Customer Experience: Transforming the Way We Work - A Case Study from Supply Chain World
The supply chain is a critical component of every business, yet the customer experience (CX) for its stakeholders often remains overlooked. With the integration of Artificial Intelligence (AI), this narrative is shifting rapidly. AI enables transformative improvements that enhance efficiency, personalization, and decision-making across supply chain processes.
This keynote will explore:
- The current state of customer experience in supply chain operations.
- The art of the possible with AI-driven innovations.
- A future vision supported by a real-world supply chain case study.
12:00 pm - 12:45 pm
Networking Lunch
12:35 pm - 1:00 pm
Keynote
Reimagining CX Through Digital Innovation
2:10 pm - 2:30 pm
Roundtable Reflections
Get ready to ignite your CX strategies! Join us for an engaging and interactive session where we'll extract the most impactful takeaways from the summit's roundtable discussions. Led by our led our summit host, Amanda Brilhante, a panel of our roundtable moderators will share their most eye-opening observations, game-changing insights, and unexpected discoveries.
We’ll explore the following:
- Key Challenges: Uncover the most pressing challenges identified during the roundtables and potential solutions.
- Emerging Trends: Discuss the latest trends and innovations shaping the industry landscape.
- Actionable Strategies: Gain practical insights and actionable strategies to overcome obstacles and drive success.
Rancho Bernardo Inn - San Diego, CA
Tucked away among the rolling hills of San Diego’s North County and bounded by a championship golf course and stately private residences, this 265-acre resort is a respite from the mundane.
Why attend?
Connect with like-minded senior leaders for a curated agenda, focused on tackling your current business critical challenges and driving industry forward.
Be a part of exclusive shared learning, horizon scanning and actionable insights enabling organizations to deliver transformative strategies.
Build meaningful relationships with solution providers matched to your business priorities to help accelerate your projects and deliver your objectives.
