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.
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 &
Featured Attendees
Michelle Buckley
Mohan Nair
Richard Coughlin
Steve Song
Brad Murdoch
Ruth Rose
Adam Gottfried
Tami Craig Schilling
Nathan Pisik
Steven Yang
Rob Clarke
Steve Millan
Dr. David Weisman
Sebastian Anthony Corriere
Terence Fogarty
Christopher Bryan
Agenda
1:10pm - 1:35pm
Opening Independent Keynote
Upskilling for AI
1:40pm - 2:20pm
Panel
Building a CX Culture that Hears Every Voice
Exceptional customer experience doesn’t just come from the contact center, it comes from every team, every conversation, and every choice an organization makes. In a world flooded with dashboards and metrics, the loudest signals often dominate, but the most meaningful insights can go unheard.
This panel brings together senior leaders who have successfully embedded customer focus into their company’s DNA, while also transforming how they listen. We’ll explore how to:
- Empower every employee to spot and act on customer signals, even the subtle ones
- Create feedback loops that capture what surveys miss
- Recognize and address cultural blind spots in how feedback is collected and interpreted
- Use AI-powered sentiment analysis to uncover unspoken truths, while protecting trust and ethics
- Foster cross-functional collaboration that keeps the customer at the center of decision-making
- By combining a culture of empowerment with smarter, more inclusive listening, this conversation will show how companies can serve the customers they hear and those they’ve been missing all along.
2:20pm - 2:45pm
Diamond Keynote
3:00pm - 4:00pm
Roundtables
Track 1: Building Real-Time, Scalable CX with Cloud and AI
Customer experience must now operate in real time, across all channels, and at enterprise scale. This roundtable explores how cloud-native platforms, intelligent automation, and unified customer data are reshaping the way companies design, deliver, and measure CX. Learn how your peers are modernizing their infrastructure to unlock agility, personalization, and long-term cost efficiency.
Key Topics:
- Building a future-proof CX stack in the cloud
- Leveraging generative AI for self-service and agent assist
- Operational agility and cost-efficiency through modernization
- Security, compliance, and governance at scale
Track 2: Designing for the Invisible Customer Journey
Much of the customer journey now happens beyond what traditional tools can track. From in-product usage to asynchronous chat and channel-hopping behavior. In this discussion, leaders will explore how behavioral data, real-time insights, and journey orchestration can help companies deliver smarter, more personalized support before a ticket is even submitted.
Key Topics
- Connecting product usage data to support actions
- Creating proactive and predictive service touchpoints
- Integrating VoC and feedback loops
- Breaking down silos across product, UX, and CX
Track 3: AI in Action Delivering Resolution Driven CX with Measurable ROI
Today’s customers expect more than quick answers; they expect real solutions. This roundtable explores how leading companies are using AI-powered resolution engines to automate up to 80% of inquiries, reduce handling times, and give agents the bandwidth to focus on complex, high-value interactions. Learn how this shift is transforming customer experience into a driver of loyalty, measurable ROI, and long-term growth.
3:00pm - 6:30pm
1:1 Meetings
4:10pm - 4:40pm
Masterclass
Creating a Culture of Service Excellence Through Empathy and Communication
4:45pm - 5:15pm
Sponsor Workshop
Thinking Strategically About AI for CX: An Interactive Workshop
5:20pm - 5:50pm
Collaboration Corner
7:30pm - 9:30pm
Gala Dinner
8:25pm - 8:55pm
Dinner Keynote
How NOT to lose your mind with AI
Join innovation and AI thought leader Mohan Nair for a groundbreaking keynote that explores the balance between the immense power of generative artificial intelligence and growing your unique human cognitive capabilities. Drawing from decades of research and experience. Mohan Nair reveals how AI-obsession can lead to cognitive atrophy while offering inspiring practical strategies to be Insight-powered and AI-enabled. This thought-provoking session challenges the audience to move beyond AI-fear bypassing AI-obsession to be an AI-enabled transformative innovator.
8:00am - 8:40am
Panel
Agentic CX: Where AI Autonomy Meets Customer Expectations
As AI-powered conversations become more natural, contextual, and autonomous, CX leaders must find the right balance between automation and human support. This panel explores the next frontier of voice and chat engagement, from agentic systems and hybrid agent models to intelligent routing and emotional recognition. Learn how top brands are designing conversational experiences that are fast, accurate, and human where it matters most.
8:40am - 9:10am
Platinum Keynote
9:20am - 12:10pm
1:1 Meetings
9:20am - 10:20am
Roundtables
Track 1: Building Real-Time, Scalable CX with Cloud and AI
Customer experience must now operate in real time, across all channels, and at enterprise scale. This roundtable explores how cloud-native platforms, intelligent automation, and unified customer data are reshaping the way companies design, deliver, and measure CX. Learn how your peers are modernizing their infrastructure to unlock agility, personalization, and long-term cost efficiency.
Key Topics:
- Building a future-proof CX stack in the cloud
- Leveraging generative AI for self-service and agent assist
- Operational agility and cost-efficiency through modernization
Track 2: Designing for the Invisible Customer Journey
Much of the customer journey now happens beyond what traditional tools can track. From in-product usage to asynchronous chat and channel-hopping behavior. In this discussion, leaders will explore how behavioral data, real-time insights, and journey orchestration can help companies deliver smarter, more personalized support before a ticket is even submitted.
Key Topics
- Connecting product usage data to support actions
- Creating proactive and predictive service touchpoints
- Integrating VoC and feedback loops
- Breaking down silos across product, UX, and CX
Track 3: AI in Action Delivering Resolution Driven CX with Measurable ROI
Today’s customers expect more than quick answers; they expect real solutions. This roundtable explores how leading companies are using AI-powered resolution engines to automate up to 80% of inquiries, reduce handling times, and give agents the bandwidth to focus on complex, high-value interactions. Learn how this shift is transforming customer experience into a driver of loyalty, measurable ROI, and long-term growth.
10:30am - 11:00am
Workshop
Mindfulness for Leadership
11:05am - 11:35am
Sponsor Workshop
Unlocking Real-Time Customer Insights: Removing the Noise Between You and Your Customers with AI
Many organizations aim to be customer-centric, but fragmented feedback channels, manual analysis, and regulatory complexity often get in the way. This presentation will uncover the biggest blockers preventing teams from identifying and acting on customer insights in real time. Discover how AI can unify customer feedback, automate analysis, and surface critical issues instantly—enabling your teams to drive growth, reduce churn, and strengthen customer loyalty.
12:35pm - 1:00pm
Closing Keynote
From Mapping to Momentum
In today’s fast-paced digital environment, seamless customer journeys are no longer a luxury—they’re an expectation. Tami Craig Schilling shares strategies for transforming fragmented experiences into connected, value-driven journeys. This keynote will highlight how organizations can align product, customer experience, and user experience teams to move from transactional touchpoints to meaningful growth opportunities.
1:05pm - 2:10pm
1:1 Meetings
2:15pm - 2:30pm
Beyond the challenge
Get ready to ignite your marketing 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
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.
Who
Attends?
