I’m here to explore new ideas, push boundaries, spark conversations, and dive into the evolving world of CX.
Day 1: Nov 12, 2025
3:30 pm
PRESENTATION: RETHINKING LOYALTY, AI, AND THE BROKEN CX BASICS
Why Great CX Starts with the Fundamentals — Not Flashy Fixes
In a world of over-promised tech and underwhelming service, brands are racing to implement AI layers while neglecting the core of what truly earns customer loyalty. Challenge the status quo of digital CX by unpacking hard truths about customer retention, hollow personalization, and the illusion of loyalty in a crowded marketplace by drawing on real-world stories and customer pain points. Walk away with an action plan on:
- Re-earning customer trust at every touchpoint.
- Recognizing the risks of masking poor experiences with AI “solutions” instead of addressing foundational issues.
- Designing memorable CX moments that transform transactions into lasting relationships.
- Reframing “earned loyalty” vs. customer fatigue and why many programs fail to deliver.
- Sharing real stories that highlight the emotional disconnect between brand promises and actual experiences.
Advance what it means to serve, not sell, to build trust, create lasting impact, and shape customer relationships that go beyond the transaction.
Day 2: Nov 13, 2025
