Crafting Meaningful CX in a World Powered by AI
Navigating the Crossroads of CX? Find Your Path Forward at the Innovation Summit in Dallas (June 25-26). Customer expectations are shifting, technology is advancing at an unprecedented pace, and the need for authentic human connection is stronger than ever. The CX Innovation Summit offers a focused exploration of these critical dynamics, providing practical solutions and forward-thinking strategies to help you excel. Discover how to harness the power of AI and data analytics while maintaining a human touch, creating truly personalized and impactful customer journeys across all touchpoints.
This Summit is your opportunity to delve into the intricacies of omnichannel integration, understand the vital link between employee and customer experience, and address the growing importance of sustainability and ethical considerations. Learn how to interpret real-time customer behavior, predict future needs, and build a purpose-driven brand that fosters trust and loyalty. Equip yourself with the essential skills in both technical innovation and human-centric leadership to not only navigate but lead the future of customer engagement.
Immerse yourself in thought-provoking insights
Exclusively curated from our previous
CX Innovation Physical Summit
Key Themes
AI-Driven Efficiency and Empathy
- AI and automation free human agents to tackle complex, emotionally charged interactions.
- Agentic AI emerges as an intelligent copilot, enabling personalized, proactive service.
- Leaders must balance technology with genuine human empathy to build authentic customer relationships.
Data as the Strategic Compass
- Real-time analytics and predictive modeling guide hyper-personalized experiences.
- Voice of the Customer programs leverage AI for deeper sentiment analysis and faster insights.
- Data privacy, security, and responsible usage are vital for maintaining trust and brand reputation.
Omnichannel Excellence
- Customers expect seamless, context-aware engagements across all channels.
- AI-powered orchestration tools facilitate smooth transitions and consistent messaging.
- A unified view of customer data ensures every touchpoint reflects the customer’s history and preferences.
- AI tools can enhance employee support, from scheduling and knowledge management to personalized coaching.
- Collaboration across departments—especially HR and CX teams—is essential to build a unified, customer-first culture.
Forward-Thinking Leadership Skills
- CX leaders must combine data literacy and technological fluency with emotional intelligence.
- Communication, collaboration, and a culture of continuous learning drive innovation.
- Successful leaders champion empathy, adaptability, and purpose-driven strategies to foster lasting customer loyalty.
Agents and Call Centers
- Agentic AI and Co-piloting: AI-driven copilots help agents handle complex queries faster and more accurately.
- Proactive Support: Predictive analytics enable call centers to anticipate customer issues, allowing agents to resolve problems before they escalate.
- Workforce Engagement Management: Evolving from traditional workforce management, WEM tools integrate quality assurance, scheduling, and coaching in real time, enhancing agent performance and satisfaction.
- Personalized Training & Support: AI-based feedback loops deliver tailored learning paths for agents, improving their ability to empathize with customers and adapt to changing needs.
- Omnichannel Context: Unified data platforms give agents a 360-degree view of customers, reducing repetitive questions and ensuring smooth transitions between channels.
- Elevating the Human Touch: As routine tasks become automated, human agents handle more sensitive or emotionally complex issues—reinforcing the value of empathy and emotional intelligence in building customer loyalty.
Speakers
Chad Anderson
Carlisha Robinson
John Parkinson
Shilpa Mudiganti
Shanna Birky
Ruth Rose
Rajesh Asok
Annabel Fuller
Trish Wethman
Agenda
1:10 pm - 1:30 pm
Keynote
The Road to AI-Enhanced Customer Experience
Join Chad Anderson, Head of Customer Care and Roadside Operations at Mercedes-Benz, for an inside look at the luxury automaker’s evolving journey with AI in customer care. From early exploration to navigating internal changes and establishing AI governance, Chad will share practical steps and key lessons learned in implementing AI strategically enhancing the customer experience while preserving the high-touch promise of a luxury brand.
What You’ll Take Away:
- Strategic AI Implementation
How Mercedes-Benz moved beyond the AI hype to focus on practical applications that drive real CX and operational impact. - Blending AI with the Human Touch
Approaches to enhancing—not replacing—human agents in a premium service environment. - Building Internal AI Maturity
From governance to cross-functional buy-in, see how the brand aligned AI priorities with broader business strategy. - Real-World Use Cases
Gain insights into the journey and challenges faced during AI implementation in contact centers, including instances where AI was not needed for certain tasks and how to re-strategize after facing setbacks. - The Power of Flexibility & Research
Why adaptability and deep research are non-negotiable when navigating the fast-moving AI landscape in customer care.
1:50 pm - 2:35 pm
Panel
Powered by Women – Architecting the Future of CX
As customer experience rapidly evolves under the influence of AI and automation, a new era of leadership is emerging—one defined by emotional intelligence, adaptability, and vision. This candid conversation brings together trailblazing female CX leaders to explore how women are uniquely positioned to guide teams and organizations through transformation. From AI adoption to cultural change, we’ll examine the power of inclusive leadership, the skills that matter most in tomorrow’s CX landscape, and how women are driving impact at scale.
2:20 pm - 2:45 pm
Keynote
3:00 pm - 4:00 pm
Roundtables
Track 1: The Adopters Dilemma
AI is changing business faster than anything we have encountered in recent memory — perhaps ever. With new capabilities and yet-to-be-realized potential emerging every month, how do we make the decision to adopt when today’s state of the art might be obsolete tomorrow? It’s clear that staying on the sidelines has significant risks — but so does jumping in too early or on the wrong trajectory.
In this roundtable discussion, we'll explore whether there are “no regrets” tactics that will pay off no matter where AI leads us. We’ll also look at how to make short-term decisions that remain valuable even if they need to be adapted sooner than expected — and how to avoid mistakes that can’t be easily corrected.
Track 2: CX as a Revenue Engine: Reframing Customer Experience as a Growth Strategy
Customer experience is no longer just a support function—it's become a central driver of growth and differentiation. In today’s competitive landscape, every interaction with customers, across every channel, represents an opportunity to build deeper relationships, enhance loyalty, and generate measurable revenue.
This interactive roundtable will explore how forward-thinking organizations are shifting from traditional, cost-focused support models toward omni-channel strategies designed to drive sustainable business growth. We'll discuss:
How to strategically align omni-channel CX efforts to revenue-focused metrics like customer lifetime value, retention, and advocacy.
Practical methods for integrating insights from customer interactions across channels (voice, digital, and automated) to inform growth-driven decision-making.
Balancing human connection with intelligent automation to provide consistent, personalized experiences at scale.
New success metrics that capture CX impact beyond operational efficiency, placing emphasis on growth and customer satisfaction.
Join us for an engaging discussion designed to move beyond buzzwords, share actionable insights, and explore how leading organizations are turning CX into a powerful growth engine.
Track 3: Connected, Scalable, Human - The Modern Contact Center
Today’s contact centers are under pressure to do more—with less. In this roundtable, we’ll explore how customer expectations, hybrid work models, and rising demand for multi-channel support are reshaping the contact center. From managing distributed teams to delivering consistent experiences across voice, chat, and SMS, we’ll discuss what it takes to stay agile, scalable, and customer-first in a rapidly evolving environment. Join your peers to share challenges, compare strategies, and uncover what’s next for the modern contact center.
4:10 pm - 4:40 pm
Masterclass
4:45 pm - 5:00 pm
Interactive Session
Back to the Future of CX
Think you’re a CX expert? Prove it! Join this fast-paced, interactive trivia game that journeys from the invention of 'the customer is always right' to the dawn of AI-powered service. Challenge your peers, connect historical milestones to today’s winning strategies, and compete for the top spot on the leaderboard in this fun and surprising look at our industry's past.
6:30 pm - 7:20 pm
Cocktail Reception
7:20 pm - 9:30 pm
Gala Dinner
8:30 pm - 8:55 pm
Dinner Keynote
8:00 am - 8:05 am
Day 2 Opening
8:00 am - 8:40 am
Panel
Putting People First in the Future of Digital Experience
Customers expect seamless, personalized, and engaging interactions across every digital touchpoint. But how do you fuse emerging technologies, data-driven insights, and innovative design practices into a truly unified experience? In this panel, CX industry leaders will explore strategies for creating next-generation customer experiences—ones that keep pace with ever-evolving technology while remaining grounded in a deep understanding of human needs.
Top Takeaways:
- Human-Centered Approach
How to keep people at the heart of digital transformation initiatives, ensuring empathy and real-world user insights guide product strategies. - Omnichannel & Mobile-First Experiences
Practical frameworks for orchestrating frictionless journeys across devices and channels, plus lessons learned from building award-winning mobile applications. - Leveraging Emerging Technologies
Integrating AI, machine learning, voice interfaces, and other cutting-edge capabilities in ways that add genuine value (not just “cool factor”) to the customer journey. - Agile Design & Product Iteration
Case studies on rapid prototyping, iterative testing, and continuous improvement, ensuring teams respond to changing market needs with speed and precision. - Data-Driven Personalization
Strategies for using analytics and user feedback responsibly to tailor experiences, grow engagement, and spark meaningful customer relationships.
8:40 am - 9:10 am
Keynote
9:20 am - 10:20 am
Roundtables
Track 1: The Adopters Dilemma
AI is changing business faster than anything we have encountered in recent memory — perhaps ever. With new capabilities and yet-to-be-realized potential emerging every month, how do we make the decision to adopt when today’s state of the art might be obsolete tomorrow? It’s clear that staying on the sidelines has significant risks — but so does jumping in too early or on the wrong trajectory.
In this roundtable discussion, we'll explore whether there are “no regrets” tactics that will pay off no matter where AI leads us. We’ll also look at how to make short-term decisions that remain valuable even if they need to be adapted sooner than expected — and how to avoid mistakes that can’t be easily corrected.
Track 2: CX as a Revenue Engine: Reframing Customer Experience as a Growth Strategy
Customer experience is no longer just a support function—it's become a central driver of growth and differentiation. In today’s competitive landscape, every interaction with customers, across every channel, represents an opportunity to build deeper relationships, enhance loyalty, and generate measurable revenue.
This interactive roundtable will explore how forward-thinking organizations are shifting from traditional, cost-focused support models toward omni-channel strategies designed to drive sustainable business growth. We'll discuss:
How to strategically align omni-channel CX efforts to revenue-focused metrics like customer lifetime value, retention, and advocacy.
Practical methods for integrating insights from customer interactions across channels (voice, digital, and automated) to inform growth-driven decision-making.
Balancing human connection with intelligent automation to provide consistent, personalized experiences at scale.
New success metrics that capture CX impact beyond operational efficiency, placing emphasis on growth and customer satisfaction.
Join us for an engaging discussion designed to move beyond buzzwords, share actionable insights, and explore how leading organizations are turning CX into a powerful growth engine.
Track 3: Connected, Scalable, Human - The Modern Contact Center
Today’s contact centers are under pressure to do more—with less. In this roundtable, we’ll explore how customer expectations, hybrid work models, and rising demand for multi-channel support are reshaping the contact center. From managing distributed teams to delivering consistent experiences across voice, chat, and SMS, we’ll discuss what it takes to stay agile, scalable, and customer-first in a rapidly evolving environment. Join your peers to share challenges, compare strategies, and uncover what’s next for the modern contact center.
10:30 am - 11:30 am
Interactive Session
Beyond Burnout - Building Resilience Across Your Entire CX Organization
Stress and burnout aren't just frontline issues; they impact every role in your CX organization, from support specialists and success managers to your data analysts. This silent drag on morale erodes productivity, stifles innovation, and ultimately degrades the customer experience.
In this dynamic and interactive session, we move beyond assumptions to diagnose the real pressure points across all CX functions. Using live polling, we'll pinpoint the universal stressors affecting your people and identify the biggest hurdles to building a supportive culture. You will leave not with generic advice, but with a strategic framework and a personal, concrete action plan to foster a more resilient and high-performing CX team.
12:00 pm - 12:35 pm
Networking Lunch
12:35 pm - 1:00 pm
Closing Keynote
Change is the New Experience
12:45 pm - 1:10 pm
Closing Keynote
2:15 pm - 2:30 pm
Roundtable Reflections
Fairmont Dallas - Dallas TX
Fairmont Dallas is ideally located in the heart of the downtown Dallas Arts District, surrounded by an array of fine-dining restaurants, shopping, arts and entertainment.
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.
