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.

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

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

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.

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.