Your blueprint for building unbreakable customer relationships
The customer experience landscape is evolving rapidly, positioning CX Leaders at the forefront of this transformation. In a world where customer expectations are higher than ever, today's CX executives are the linchpins of organizational success. These leaders are not just keeping up with change; they are driving it, leveraging cutting-edge technologies and data-driven insights to redefine what it means to deliver exceptional customer experiences.
Join us at the GDS CX Innovation Summit to uncover strategies that will elevate your customer experience to new heights.
Immerse yourself in thought-provoking insights
Exclusively curated from our previous
CX Innovation Physical Summit
Speakers
Abhii Parakh
Heramb Dandekar
Joe DeLuca
Jim Iyoob
Dr. Nick Ruiz
Tom Edwards
Simon Beck
Justin O'Brien
Jenna Murphy
Jeffery Carson
James Villacci
Matthew Fishbein
Frank Kerr
Neel Sen
MQ Qureshi
Sebastian Anthony Corriere
David Blackwell
Danielle Miller
Richard Singer
Agenda
1:10 pm - 1:40 pm
Keynote
Driving Customer-Centric Culture through UX Research Productization
In this engaging keynote, James Villacci shares his remarkable journey of transforming UX research into a powerful business asset at HelloFresh. He'll discuss the strategies and tactics he employed to foster a customer-centric culture within the company, even in its early stages.
Discover how James overcame initial skepticism about UX research and leveraged innovative approaches like the "Research Restaurant" to showcase the tangible value of customer insights. Learn how he created company-wide engagement through memorable campaigns and democratized knowledge, ultimately leading to the adoption of customer-centricity as a core company value.
Gain practical takeaways on how to:
- Identify and address organizational challenges to UX research adoption
- Develop creative ways to communicate research findings and engage stakeholders
- Empower teams to make data-driven decisions based on customer insights
- Foster a long-term customer-centric culture that drives business success
1:40 pm - 2:20 pm
Panel
Empowering Customer Experiences with AI: Chatbots, Virtual Assistants, and Beyond!
Explore the transformative impact of AI-powered tools on customer engagement and support systems. How can your organization leverage these advancements to stay ahead in customer service? Discover how chatbots, virtual assistants, and self-service technologies are reshaping the customer experience landscape. Gain practical insights on deploying these innovations to streamline operations, improve response times, and enrich overall customer satisfaction.
In this panel session we’ll discuss
- How can integrating AI-powered chatbots and virtual assistants enhance operational efficiency and customer satisfaction simultaneously?.
- What strategies can businesses adopt to effectively deploy self- service technologies and maintain high standards of customer support?
- In what ways do AI-driven service tools redefine traditional customer engagement models, and what are the key considerations for successful implementation in diverse industries?
2:20 pm - 2:40 pm
Diamond Keynote
Workforce Multiplication with AI: Displacement vs. Augmentation
In the world of customer experience, AI is a game-changer—but is it better to displace or augment your workforce? Join us as we explore both paths, uncover the benefits and challenges of each, and discover how to strike the perfect balance between automation and human empathy for a superior CX.
3:00 pm - 4:00 pm
Roundtables
Track 1: Crafting perfect pathways: Mastering frictionless customer journeys
Explore the art of designing seamless customer journeys that span multiple channels. How can the latest tools for personalization and techniques for measuring impact ensure every customer interaction is smooth and satisfying? Learn best practices for capturing and analyzing feedback from a variety of touchpoints, including service interactions and product reviews, to continuously enhance the customer experience.
This roundtable will explore:
- What are some effective tools you use for personalizing customer journeys across different channels?
- How do you measure the impact of your customer journey strategies to ensure they are effective?
- What methods have you found most successful for capturing and analyzing customer feedback from various touchpoints?
Track 2: Beyond the Headset - Finding the Human in Every Interaction
In an era driven by automation and efficiency metrics, this roundtable delves into the often-overlooked power of the human element in customer interactions. Industry experts will explore how contact centers can move beyond process adherence to leverage empathy, creativity, and genuine connection to enhance customer experience. With insights drawn from millions of customer interactions across diverse cultures, the discussion will highlight the potential of human-centered interactions to build brand loyalty, drive sales, and foster lasting customer relationships.
This discussion explores practical strategies to effectively harness the strength of the human element while leveraging technology to support and enhance efforts in creating outstanding customer experiences.
Track 3: Proving the Value of CX Investments: Aligning Strategy for Executive Approval
Explore how to substantiate the return on investment of customer experience initiatives. How can organizations effectively translate CX improvements into measurable financial benefits that resonate with executive stakeholders? Learn techniques to align your CX strategy with overarching business goals, highlighting its impact on financial outcomes and competitive advantage. Gain practical insights into quantifying and communicating the benefits of CX investments to secure executive approval and enable continuous improvement.
This roundtable will explore:
- How can organizations align their customer experience strategies with broader business objectives to clearly demonstrate financial returns and competitive advantages?
- What are the most effective metrics and methodologies for quantifying the impact of customer experience investments on financial outcomes and organizational performance?
- How do successful companies effectively communicate the tangible benefits of customer experience improvements to secure executive support and ongoing investment in CX initiatives?
4:10 pm - 4:40 pm
Keynote
A Hundred Days to a Decision
In the fast-paced world of technology, seizing opportunities and delivering exceptional customer experiences demands swift, decisive action. Yet, the path from idea to execution is often fraught with delays, misalignment, and missed connections. In this keynote, we'll explore how to condense decision-making cycles, galvanize partners, and implement strategies that not only delight customers but also drive sustainable growth. "A Hundred Days to a Decision" offers a blueprint for navigating the complexities of the modern business landscape, harnessing the power of technology, and forging a unified path toward success.
Key takeaways include:
- Strategies for accelerating decision-making without sacrificing thoughtful analysis.
- Insights into fostering collaboration and alignment across teams and partner networks.
- Actionable steps for leveraging technology to enhance customer experiences at every touchpoint.
- A framework for creating a culture of agility and innovation that empowers your organization to adapt and thrive.
Join us as we unravel the secrets to achieving remarkable results in record time and discover how "A Hundred Days to a Decision" can transform the way you approach business challenges and seize the opportunities of tomorrow.
4:45 pm - 5:15 pm
Workshop
Generative AI: An Outside-In Perspective on Innovation, Insights, and Impact
In this workshop, Tom Edwards offers a comprehensive outside-in perspective on the evolving landscape of generative AI, drawn from insights gained through engagements with over 90 clients across multiple industries. The session explores how organizations are leveraging AI to transform functional areas, drive business outcomes, and manage challenges associated with AI adoption. Tom delves into real-world use cases, highlighting the trends, opportunities, and strategies shaping the future of AI-driven innovation.
5:20 pm - 5:50 pm
Collaboration Corner
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.
7:20 pm - 9:30 pm
Gala Dinner
8:30 pm - 9:00 pm
Dinner Keynote
Delivering business value through customer obsession at prudential
Two years into its CX transformation, Prudential Financial has transformed how it manages and invests in B2B and B2C customer experience. Through materially improving NPS and the ease with which its customers, clients, and advisors do business with Prudential’s people and experiences, they are winning industry awards and leaning into their mission of improving the lives of customers in an ever-changing financial market. Join this session to learn how a 150-year-old company embedded customer-obsession in its DNA.
8:00 am - 8:40 am
Panel
From containment to engagement: Innovating to exceed expectations
The current contact center model has fed customers up as they navigate broken bots, long hold times, and unnecessary agent escalations. Although numerous innovations over the years have promised to be “silver bullets,” each has suffered from the same fundamental issue: focusing on reducing contact center traffic instead of solving customer problems. As a result, many businesses consider their contact center an under-performing cost area instead of a key success driver for their products and services. A different approach is needed to meet the ever-increasing demands of the modern consumer, something that uses technology and human touch to prioritize simple, intuitive customer engagement over containment.
In this panel session we’ll discuss:
- The 20th-century contact center model isn’t working for the 21st century consumer.
- “Containment” is part of the transformation story, but embracing an “Engagement” goal opens multiple ways to deliver a higher ROI.
- GenAI technology doesn’t solve everything alone, but AI and Human-in-the-Loop together turn your team’s unique insights into craveable and efficient experiences for customers.
- Understanding customer friction is necessary to create a transformation strategy that reduces operational costs
8:40 am - 9:10 am
Keynote
5 Ways AI and GenAI Connect & Personalize Your CX Journey
$3.7 trillion in annual revenue is at risk due to poor customer experiences, according to a recent Qualtrics survey. For many companies, digital CX is their key differentiator.
However, CX is often misunderstood and lacks clear ownership across organizations. Various stakeholders handle different parts of CX, with many more overseeing the underlying content and knowledge that customers and prospects seek across your digital channels.
So, how can teams prevent revenue loss from disconnected, siloed experiences? AI and GenAI offer scalable solutions to unify and personalize the digital journey.
Join this session to:
• Uncover 5 distinct use cases for AI & GenAI across CX
• See real GenAI examples & ROI from enterprises
• Dive into analytics and insights to help improve digital experiences
10:25 am - 10:55 am
Workshop
Transforming Customer Engagement in Contact Centers
In today's fiercely competitive market, delivering exceptional customer experiences is no longer a luxury but a necessity. It's the cornerstone of customer loyalty and business success. Contact centers, as the frontline of customer interaction, play a pivotal role in shaping this experience. This interactive workshop will equip you with the knowledge and tools to elevate your contact center's performance, drive customer loyalty, and achieve sustainable business success.
By combining contact center benchmarking, customer satisfaction metrics, and customer journey mapping, organizations can gain insights that fuel continuous improvement and optimize the customer experience.
Top Takeaways:
- Developing a clear vision for your contact center's role in delivering exceptional customer experiences.
- Fostering a culture that prioritizes customer needs and empowers employees to deliver outstanding service.
- Identifying and streamline processes to improve efficiency, reduce costs, and enhance the customer journey.
- AI tools to attract, retain, develop, and provide knowledge management to talent in your contact center.
- Creating seamless customer experiences across multiple channels, including voice, chat, email, and social media.
- Learning how to better anticipate customer needs and proactively address issues to build trust and loyalty.
11:00 am - 11:30 am
Closing Keynote
From Inside Out: A Customer-Focused Approach to Brand Relaunch
Explore the critical role of aligning internal and external stakeholders to brand relaunch strategies with a simple brief: turn customers into fans.
This talk will emphasize how understanding the importance of building internal alignment and meeting customer expectations can transform a relaunch into a powerful, authentic brand revival that drives loyalty and growth.
By shifting inward to the corporate brand and relentlessly focusing on customers' perspective, companies can create lasting and meaningful disruption in today's competitive landscape.
Ritz Carlton Naples, Tiburon, FL
Nestled among native wetlands and migratory bird preserves The Ritz-Carlton Naples, Tiburón offers a sanctuary with serene spaces.
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.
