2023 Agenda

Please note that all times listed are EST (Eastern Standard Time; -5:00 UTC).

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7:30 am

7:30 am

NETWORKING BREAKFAST:
BUILD COMMUNITY CONTACTS

  • Start your day off right and connect with customer experience leaders.
  • Get to know your CX peers and colleagues over a delicious breakfast.
  • Source practical tips, discuss best practices, and prepare for the day ahead.

8:45 am

8:45 am

OPENING COMMENTS FROM YOUR HOST

Gain insight into today’s sessions so you can get the most out of your conference experience and maximize your value.

9:00 am

9:00 am

KEYNOTE: DEEPFAKES DEMYSTIFIED

From Creation to Consequences in Digital Media & Advertising

In today’s fast-evolving digital landscape, AI and Deepfakes are revolutionizing the way we perceive and interact with media. While AI offers innovative ways to engage and captivate audiences, they also bring forth challenges in ensuring trust and authenticity. Unravel the opportunities and dilemmas posed by AI’s most captivating offspring – Deepfakes.

  • Grasp the AI-driven mechanics behind the creation of Deepfakes and their evolution.
  • Witness the tangible effects of Deepfakes in shaping perceptions in the media world.
  • Future Forward: Anticipate the potential future trajectory of AI and Deepfakes in revolutionizing customer experience and the ways to stay ahead.

9:30 am

9:30 am

FIRESIDE: EXPERIENCE AI POWERED CX

Automate Customer Service with Generative AI

Conversational artificial intelligence (AI) can hold natural and engaging conversations with humans. Create a viral sensation for your business with AI-powered assistants to stimulate human-like interactions. Create a step-by-step strategy to:

  • Automate many customer tasks
  • Predict future behaviour, identify patterns that indicate customer dissatisfaction and potential churn
  • Detect fraud in real time, helping to protect your customers and your bottom line

Identify customer satisfaction levels and areas for CX enhancement with generative AI.

10:00 am

PANEL: THE SCIENCE OF EXPERIENCE

How Design Thinking, Experimentation And A Customer-centric Mindset Can Transform The Digital Experience.

Digital transformation has become increasingly crucial. Maximize your ROI and stay ahead of competitors by accelerating your efforts in this area. Transform your organization and effectively use technology, people, and processes to explore new business models. Walk away with an action plan to:

  • Digitally transform your operations to adapt to changing customer expectations and create new revenue streams
  • Boost operational efficiency by integrating technology and promptly responding to evolving customer needs and expectations
  • Reprioritize your strategic IT roadmaps to present a clearer picture of your digitally fit enterprise

Advance the right business insights and technology to stay competitive and seize new opportunities. 

10:00 am

CASE STUDY:

MAP AND TRANSFORM DATA FASTER WITH AI

AI-guided data mapping offers precise analysis of your existing data map, enabling faster creation of new data maps. Adopt this approach to significantly increase your conversions. Achieve a step-by-step action plan to:

  • Speed up data mapping and integration by up to 80%
  • Drastically improve productivity
  • Automate manual data translation and transformation steps, eliminating repetitive tasks

Transform your data mapping with AI to revolutionize your operations and increase ROI.

10:30 am

10:30 am

ROUNDTABLES:
DISCOVER THOUGHT-PROVOKING IDEAS

Take a deep dive down the innovation rabbit hole in one of our roundtable discussions. Share common challenges and best practices with your customer experience peers on a topic of your choosing:

  1. Customer Perception: Delve into the perception of customer emotion at each interaction.
  2. Travel Industry: Make every experience unforgettable on a digital platform.
  3. Ecommerce: Enhance customer and seller experiences.
  4. Financial Services: Leverage customer intelligence you can bank on.
  5. Retail: Create retention-driving retail experiences for a hybrid model.
  6. Technology Applications: Identify areas of improvement in digital transformation.
  7. Generative AI: Unlock the powerful insights behind generative AI.

11:00 am

11:00 am

EXHIBITOR LOUNGE:
VISIT BOOTHS & SOURCE EXPERTISE

  • Explore the latest customer experience technology and strategies with our leading sponsors.
  • Share your challenges with the biggest innovators in the business.
  • Schedule one-to-one private meetings for personalized advice.

11:30 am

11:30 am

PANEL: ORGANIZATIONAL COLLABORATION

People Before Strategies: Businesses Do Not Create Value, People Do

Cross-departmental collaboration is a necessity when pairing business-focused philosophies with rapid application development models. Cultivate team-centricity and agility within your organization amidst digital disruption. Create a roadmap to:

  • Break down hierarchies and encourage collaboration
  • Align human capital and business strategies
  • Prioritize information sharing and real-time decision-making across departments

Empower your people to create a pipeline of future-ready executives.

12:00 pm

12:00 pm

FIRESIDE: MEASURE AND OPTIMIZE CX IN REAL-TIME

Leverage Real-time Analytics For Dynamic CX Improvements

Real-time analytics is pivotal in today’s dynamic business environment. Implement the theories and concepts of real-time analytics in your organizations to act on these metrics and enhance the customer experience instantly while boosting up conversion rate. Create a blueprint to:

  • Integrating real-time data collection and analytics to drastically affect decision-making processes.
  • Enhance KPIs that are most critical for real-time analytics.
  • Allow your businesses to be more agile, responsive, and customer-centric with real time analytics.

Enable immediate action based on live customer interactions

12:30 pm

12:30 pm

INDUSTRY EXPERT: EMBRACE USER-CENTRED DESIGN

Transform Life For Your Users

Virtual healthcare isn’t just a convenient and accessible way to deliver services. It’s also a powerful tool that can be used to address the challenges and needs of any demographic group. Create a virtual health clinic app that provides integrated care and support for youth aged 12 to 24 by using user-centric, agile development. Take away actionable strategies to:

  • Apply design thinking and user research to understand the reality and pain points of our target audience, and develop solutions that fit their needs and preferences
  • Design and test engaging, human-centered experiences that increased user registrations, interactions and outcomes by three times in two years
  • Use innovative technology and collaboration to overcome barriers, close gaps and create positive social impact for young people and their communities

Employ user-centric design to build a better working world for your customers, and beyond.

1:00 pm

1:00 pm

NETWORKING LUNCH:
DELVE INTO CX CONVERSATIONS

  • Meet interesting speakers and pick their brains on the latest CX issues.
  • Expand your network and make connections that last beyond the conference.
  • Enjoy great food and service while engaging with your customer experience colleagues.

1:30 pm

1:30 pm

EXHIBITOR LOUNGE:
VISIT BOOTHS & WIN PRIZES

  • Browse through different sponsor booths and test drive new technology.
  • Enter your name for a chance to win exciting prizes.
  • Take advantage of event-specific offers and special content.

2:30 pm

2:30 pm

AFTERNOON KEYNOTE: CONSTRUCTING TRUST AS A KEY DIGITAL EXPERIENCE

Implement Cutting-Edge CX Tools to Accelerate Journey Improvements and Boost Value

Keep up with the next wave of digital transformation with the right technology. Cut through the noise and identify the tools that will improve your customer journey, providing more personalized, dynamic experiences. Take back to your office strategies to:

  • Upgrade your CX tech stack to enrich your customer journey, increase profits, and build brand loyalty
  • Unify customer communication across all channels and eliminate information silos
  • Collect and analyze valuable insights from your customer data to anticipate real-time behaviours

Amplify customer data from different touch points to streamline your communication.

3:00 pm

3:00 pm

PRESENTATION: FINANCIAL EVOLUTION

Empowering Consumers with Digital CX

It is significant to keep in mind the criticality of trust and credibility when building a whole new consumer product. Take away actionable strategies to build a system which:

  • Builds a platform quality and UVP: fostering education, transparency, and giving consumers the tools, they need to make informed decisions through CX and UX design attributes
  • Empower your customers to make these critically important financial decisions on their own.
  • Finds the delicate balance of guiding consumers through your process, eliminating friction, demonstrating alignment, and ultimately empowering them to decide whether this product is what’s best for them and their own financial situation.

Integrate a new approach to home finance CX and UX, contrasting to the legacy experience many homeowners (new or existing) have when seeking financing.

3:30 pm

3:30 pm

EXHIBITOR LOUNGE:
ATTEND VENDOR DEMOS & CONSULT CX EXPERTS

  • Enjoy exclusive sponsor demos and experience the next level of digital CX innovation firsthand.
  • Meet one-on-one with leading solution providers to discuss organizational hurdles.
  • Brainstorm solutions and gain new perspectives and ideas.

4:00 pm

4:00 pm

INDUSTRY EXPERT: DESIGN AND AI

Principles and Practical Examples

While it is rare for designers to define the interface between a human and an AI, they can play a pivotal role and drive significant improvements to the customer experience. This lecture will identify common design principles when designing AI/Human interactions and demonstrate some of the user interface requirements when dealing with an AI.  This presentation will:

  • Identify and explain new experience principles when designing an AI/Human interaction
  • Show where experience designers can add value to data scientist driven designs
  • Demonstrate several common user interface patterns to support AI

Be prepared to design leading user experiences for AI

4:30 pm

4:30 pm

FIRESIDE CASE STUDY: FROM PLATE TO PIXEL

Reinventing Business Through Digital Resilience

The pandemic was a curveball for many, especially for sectors like restaurants and hospitality, where face-to-face interaction is the norm. Amidst the challenges of the pandemic, you must take a brave step of moving her nationally renowned restaurant into the digital realm. Execute the journey through this shift, how a business, so deeply connected to in-person moments, successfully ventured online. Take actionable strategies to blending traditional hospitality with digital brilliance on:

  • what strategies are effective for upholding and enhancing the customer experience?
  • What are the lessons learned in developing an e-commerce platform for industries deeply anchored in sensory in-person experiences?
  • When facing significant changes with high stakes, how can one balance the costs against the potential benefits of a digital and customer experience pivot?

In transitioning from in-person settings to digital interfaces, embed methods to ensure that brand warmth, authenticity, and human touch are preserved?

5:00 pm

5:00 pm

CLOSING COMMENTS FROM YOUR HOST

Review the key solutions and takeaways from the conference. Source a summary of action points to implement in your work.

5:15 pm

5:15 pm

CONFERENCE ADJOURNS

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