Innovate, Automate, Elevate
In today’s fast-evolving business landscape, organizations are under increasing pressure to deliver faster, more efficient, and highly personalized customer experiences. To meet these demands, leading companies are turning to AI and digital transformation to streamline operations and enhance productivity across the board.
Studies show that companies using AI to personalize their customer experience see notable improvements, including up to 15% revenue growth. But beyond just financial gains, the real question is: How can your organization improve operational efficiency and scale its capabilities?
As the pace of change accelerates, the challenge for senior leaders is how to stay ahead. This is where GDS can help you navigate this dynamic landscape and drive sustainable growth.
Immerse yourself in thought-provoking insights
Exclusively curated from our previous
CX Innovation Physical Summit
Core Themes
Enhancing Personalized Customer Interactions with AI
AI and machine learning are revolutionizing customer experience through hyper-personalization and predictive models. Explore strategies to leverage AI for real-time engagement, while addressing data privacy, transparency, and scalability, to enhance customer satisfaction and integrate AI into existing CX frameworks.
Driving Customer-Centric Innovation Through Digital Transformation
Digital transformation is reshaping industries, pushing businesses to meet tech-savvy consumer expectations. Explore how it enhances customer engagement, streamlines operations, and aligns digital initiatives with business goals, while tackling legacy systems, cultural resistance, and ROI challenges to create lasting customer value.
Balancing Agent Efficiency and Quality Customer Interactions
As customer expectations rise, explore strategies to boost agent productivity with AI, automation, and workflow optimization. Address challenges like training, burnout, and maintaining personalization while ensuring fast, high-quality service across multiple channels.
Speakers
Trish Wethman
Dr. David Weisman
Shay Eskew
Cindy Chastain
Brian Zempel
Christian Wagner
Philip Urban
David Blackwell
John McDonnell
Jonathan Rosenberg
Matt Schraan
Mark Buchalter
Vita Zhabinskaya
Daniel Vainshtein
Philip Urban
Andy Lin
Jenna Chamra
Bill Gino
Agenda
1:10 pm - 1:35 pm
Keynote
1:40 pm - 2:20 pm
Panel
Mapping the Future for Evolving Customer Journey Management
With organizations striving to enhance CX, managing and mapping the customer journey is more crucial than ever. As customer interaction is spreading across channels, how can businesses effectively map, measure, and manage these journeys to ensure seamless, personalized interactions? According to Forrester, 75% of CX leaders say journey mapping is paramount for delivering personalized experiences, yet only 30% are effectively using it. This panel will explore the evolving practices of customer journey mapping, diving into the tools, strategies, and best practices which enable organizations to create holistic, dynamic customer experience.
Takeaways:
- The New Era of Journey Mapping: Understand how the customer journey mapping process is evolving to provide deeper insights into behavior and preferences.
- Creating Seamless, Personalized Experiences: Learn strategies for mapping and managing customer journeys across multiple channels to ensure personalization, consistency, and satisfaction.
- Best Practices for Managing Complex Journeys: Gain actionable insights on how to navigate and optimize complex, cross-channel customer journeys for better engagement and long-term loyalty.
2:20 pm - 2:45 pm
Diamond Keynote
Stay the Course: The AI Marathon Mindset Every CX Leader Needs
The new era of AI is a marathon, not a sprint. The hype will eventually fade, but the real winners will be those who continuously plan, adapt, and endure. AI is powerful, but it’s still just a tool. The fundamentals haven’t changed—know your customer, empathize, and now, solve their problems and create new experiences faster than ever.
Key Discussion Points:
- AI is Speed: Customers expect instant gratification, AI can deliver this. Learn how this can go beyond basic chatbots and assistants.
- The Mindset Shift: Understand the AI Mindset, level of maturity and how to chart your journey
- The Future of Agents and Humans: How AI can help scale your teams and accelerate your output without compromising experience and trust.
- Staying Human in an AI-Driven World: Why empathy, creativity, and human intuition remain essential to delivering exceptional CX
3:00 pm - 4:00 pm
Roundtables
Track 1: Transforming Customer Experience with GenAI and Data
According to studies conducted by Gartner and McKinsey, 76% of organizations plan to use GenAI to drive efficiency and cut costs when it comes to CX. Those that deployed AI-driven personalization have seen a 15-20% increase in customer satisfaction and an improvement in revenue growth.
In the age of data-driven decision making and Agentic-AI, your applications—like chatbots and virtual assistants—are transforming the way your organization engages with its customers. With real opportunities available, it’s keep up or be left behind.
Join us for this session where we will explore strategies for harnessing AI and more on:
- Best practices and use-cases for integrating AI into your existing CX frameworks
- Addressing the data requirements to creating meaningful, real-time customer interactions
- Tackling the challenges around data privacy, security, scalability, and reliability
Track 2: Driving Customer-Centric Innovation Through Digital Transformation
Digital transformation is reshaping industries with pace, meaning companies are under pressure to evolve to meet the ever-increasing expectations of tech-savvy consumers. This session will dive into how digital transformation is enabling businesses to enhance customer engagement, streamline operations, and optimize service delivery.
According to the Harvard Business Review , 70% of digital transformation initiatives fail to meet their objectives due to poor execution, lack of alignment with business goals, and resistance to change.
Industry leaders will explore the complexities of aligning digital initiatives with business objectives, while addressing the challenges of legacy systems, cultural resistance, and ROI measurement. Attendees will gain actionable insights on navigating the digital transformation journey and creating lasting value for customers.
Discussion Points:
- Aligning Technology with Customer-Centric Goals: Explore strategies for integrating digital tools and platforms that drive customer satisfaction and operational efficiency.
- Overcoming Legacy System Barriers: Understand how to manage the complexities of transitioning from outdated systems to innovative digital solutions without disrupting customer experience.
- Measuring the Impact of Transformation: Learn how to assess the ROI of digital investments and prove the value of digital initiatives to stakeholders.
Track 3: Balancing Agent Efficiency and Quality Customer Interactions
As customer expectations rise, agents face increasing pressure to deliver fast, high-quality service across multiple channels.
This session will focus on strategies to enhance agent productivity without compromising service quality. Leaders will explore how AI-driven tools, automation, and workflow optimization can allow agents to respond more efficiently and effectively - balancing the need for personalization with speed.
Participants will discuss the latest innovations in agent productivity, as well as the challenges related to training, employee burnout, and maintaining a human touch in an increasingly automated world.
According to a report by Forrester , 63% of customer service leaders in Fortune 1000 companies say that AI tools reduce average response times by up to 30%, contributing to a significant increase in customer satisfaction.
Discussion Points:
- Leveraging AI to Assist Agents: Discover how AI tools can help agents manage customer queries faster and more accurately.
- Optimizing Workflows and Reducing Operational Bottlenecks: Learn strategies for streamlining internal processes, reducing repetitive tasks, and improving agent response times.
- Preventing Burnout and Ensuring Employee Well-Being: Understand how to balance productivity with agent satisfaction, ensuring that employees remain engaged and effective.
3:00 pm - 6:30 pm
1:1 Meetings
4:10 pm - 4:40 pm
Learning Lab
Stress Is Not Sustainable – Dealing With Today’s Burnout Reality
Employees are an organization’s greatest asset. Investing in their health and wellness is integral to employee engagement and is imperative to a successful patient experience. The organization’s ability to empower the employee and partner with them in all recognition and improvement efforts are critical. Hear how creating an organizational culture of wellness will positively impact the organization, improve the employee experience, and ultimately increase customer satisfaction.
Key Take-Aways:
- Fresh perspective on understanding the connection between employee and customer experience
- Insights on employee engagement, wellness and emotional support
- Framework to optimize wellness through effective communication, empathy and compassion
- Techniques to empower the voice of the employee
- Best practices to create powerful relationships between leadership and the workforce.
4:45 pm - 5:15 pm
Masterclass
Bridging the Gap: Shaping the Future of Personalized Customer Experience with the help of AI to Level Up the Power of Empathy
5:20 pm - 5:50 pm
Collaboration Corner
7:30 pm - 9:30 pm
Gala Dinner
8:25 pm - 8:55 pm
Dinner Keynote
How Life's Worst Helped Me Achieve My Best
8:00 am - 8:40 am
Panel
Transforming Insights into Action with Consumer Data
In today’s competitive market, understanding your customers is essential. But are businesses truly leveraging consumer insights to inform strategic decision-making?
With the rise of big data, AI, and advanced analytics, organizations have more opportunities to uncover actionable insights. According to Nielsen, 63% of global consumers expect brands to personalize experiences to suit their preferences. However, only 29% of companies use insights-driven decision-making effectively.
This panel will examine how leading brands are using consumer insights and market research to shape their CX strategies, uncover new opportunities, and stay ahead of the competition.
Takeaways:
- From Data to Strategy: Explore how organizations can leverage consumer insights and analytics for more agile, data-driven CX strategies.
- Techniques for Actionable Insights: Learn best practices for collecting, analyzing, and translating consumer feedback into actionable insights, driving strategic decisions.
- Driving Continuous Improvement: Gain practical strategies for embedding consumer insights into the organizational culture and using them to fuel continuous improvements in customer experience.
8:40 am - 9:10 am
Keynote
The Imperative of Flexibility: Architecting Conversational AI for Long-Term Success
The AI landscape evolves rapidly, and today's cutting-edge technology is tomorrow's legacy system. This means enterprise leaders need to rethink their value structure to prioritize flexibility and extensibility in their tools and frameworks over the latest model or turnkey feature. Your teams should be able to update the LLM, change the NLP, swap out the vector store, or change their RAG implementation without rebuilding from scratch. NLX Chief Customer Officer Christian Wagner unpacks this approach, sharing strategies that ensure enterprises are building for today and for the next innovation cycle.
9:20 am - 12:10 pm
1:1 Meetings
9:20 am - 10:20 am
Roundtables
Track 1: Transforming Customer Experience with GenAI and Data
According to studies conducted by Gartner and McKinsey, 76% of organizations plan to use GenAI to drive efficiency and cut costs when it comes to CX. Those that deployed AI-driven personalization have seen a 15-20% increase in customer satisfaction and an improvement in revenue growth.
In the age of data-driven decision making and Agentic-AI, your applications—like chatbots and virtual assistants—are transforming the way your organization engages with its customers. With real opportunities available, it’s keep up or be left behind.
Join us for this session where we will explore strategies for harnessing AI and more on:
- Best practices and use-cases for integrating AI into your existing CX frameworks
- Addressing the data requirements to creating meaningful, real-time customer interactions
- Tackling the challenges around data privacy, security, scalability, and reliability
Track 2: Driving Customer-Centric Innovation Through Digital Transformation
Digital transformation is reshaping industries with pace, meaning companies are under pressure to evolve to meet the ever-increasing expectations of tech-savvy consumers. This session will dive into how digital transformation is enabling businesses to enhance customer engagement, streamline operations, and optimize service delivery.
According to the Harvard Business Review , 70% of digital transformation initiatives fail to meet their objectives due to poor execution, lack of alignment with business goals, and resistance to change.
Industry leaders will explore the complexities of aligning digital initiatives with business objectives, while addressing the challenges of legacy systems, cultural resistance, and ROI measurement. Attendees will gain actionable insights on navigating the digital transformation journey and creating lasting value for customers.
Discussion Points:
- Aligning Technology with Customer-Centric Goals: Explore strategies for integrating digital tools and platforms that drive customer satisfaction and operational efficiency.
- Overcoming Legacy System Barriers: Understand how to manage the complexities of transitioning from outdated systems to innovative digital solutions without disrupting customer experience.
- Measuring the Impact of Transformation: Learn how to assess the ROI of digital investments and prove the value of digital initiatives to stakeholders.
Track 3: Balancing Agent Efficiency and Quality Customer Interactions
As customer expectations rise, agents face increasing pressure to deliver fast, high-quality service across multiple channels.
This session will focus on strategies to enhance agent productivity without compromising service quality. Leaders will explore how AI-driven tools, automation, and workflow optimization can allow agents to respond more efficiently and effectively - balancing the need for personalization with speed.
Participants will discuss the latest innovations in agent productivity, as well as the challenges related to training, employee burnout, and maintaining a human touch in an increasingly automated world.
According to a report by Forrester , 63% of customer service leaders in Fortune 1000 companies say that AI tools reduce average response times by up to 30%, contributing to a significant increase in customer satisfaction.
Discussion Points:
- Leveraging AI to Assist Agents: Discover how AI tools can help agents manage customer queries faster and more accurately.
- Optimizing Workflows and Reducing Operational Bottlenecks: Learn strategies for streamlining internal processes, reducing repetitive tasks, and improving agent response times.
- Preventing Burnout and Ensuring Employee Well-Being: Understand how to balance productivity with agent satisfaction, ensuring that employees remain engaged and effective.
10:30 am - 11:00 am
Interactive Session
CXperts - The Battle of the Brains
Participants will test their knowledge on the latest CX trends, strategies, and innovations, challenging both their expertise and creativity. With high stakes and interactive rounds, this trivia event promises to spark engaging discussions and foster a deeper understanding of the future of customer experience.
11:05 am - 11:35 am
Workshop
AI-Elevated CX Starts Here
Customer experience is at a breaking point—long hold times, frustrating chatbots, and rising customer expectations. GenAI offers a game-changing opportunity, but hype has led to missteps. How can businesses cut through the noise and drive real CX transformation?
In this session, we’ll explore:
- Why CX is broken – and how AI can fix it
- The Genius AI Process – a proven 4-step approach to AI-driven CX
- Balancing AI & Human Touch – using the Dial of Trust for smart AI deployment
- Real-World Success Stories – how leading brands are reducing costs and boosting customer satisfaction
Join us to discover a data-driven, strategic roadmap for AI-powered CX that delivers real results. The future of customer experience starts now!
12:35 pm - 1:00 pm
Closing Keynote
Hi Touch-Hi Tech
“High Touch” Strategy in a “High Tech” World
- Sharing insights into marketing spirits in an increasingly digital world to tap into a wider market
- Innovating with new approaches to engage younger adult consumers
- Staying savvy in the evolving 21st Century marketplace to improve brand perceptions
- Learning from examples of how retailers are changing with the times to increase brand traction
- Finding ways to build consumer loyalty through brand identity to fortify brand longevity
1:05 pm - 2:10 pm
1:1 Meetings
2:15 pm - 2:30 pm
Beyond the challenge
Fairmont Copley Plaza
Fairmont Copley Plaza is a luxury 5-star hotel, centrally located in Boston's historic Back Bay area. It’s been a downtown landmark and symbol of the city's rich history since 1912.
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.
