Agenda

CHOOSE BETWEEN TWO DIFFERENT COLLABORATION ZONES:

Customize your agenda! Stay the course with one zone or bounce around to others. All collaboration zones are Power-Point Free, participant-driven discussions featuring creative thinking and idea generation.

Featured collaboration zones include:
Zone 1. Enhancing the Customer Experience Through Seamless Interactions
Zone 2. Unlocking the Power of Analytics

For further information or to register, call Jason Doty at 1-214-636-4724, or email him at [email protected]

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Schedule-at-a-Glance is continuously updated as additional information becomes available.

MONDAY, JUNE 23, 2025 | ARRIVAL DAY

7:00 PM

Suggested Arrival Time

Arrive Monday to participate in Tuesday’s Networking Activity

TUESDAY, JUNE 24, 2025 | NETWORKING DAY

Link in, relax, meet-and-greet during special activities devoted to making new contacts and new friends.

8:00 AM

Welcome Breakfast for Leadership Council Members

*Please note participation is exclusive to Council members only.
For more information on the Customer Engagement Leadership Council, click here.
For more information on the Growth Innovation Leadership Council, click here.

9:00 AM

NETWORKING ACTIVITY

Join us for a dynamic networking activity designed to foster meaningful connections. Whether you’re looking to expand your network, exchange ideas, or explore new opportunities, this activity will provide the perfect setting to meet like-minded professionals in a relaxed and engaging environment. Don’t miss this opportunity to connect, learn, and grow!

3:00 PM

Sponsor Workshop

4:30 PM

Sponsor Registration & Orientation Reception

5:00 PM

Presenter & Engagement Leader Orientation

An essential meeting for Headliners, Rockstars, Fab Facilitators, and confirmed Engagement Leaders to preview the event, highlight your roles, and network with fellow peers.

5:45 PM

Participant Meet ‘n’ Greet

This end-user/practitioner networking activity is your opportunity to identify – right out of the gate – those peers who share challenges similar to your own. It’s a great way to find participants who have thought leadership you can benefit from and to facilitate later dialogues throughout the event.

6:30 PM

Welcome Networking Reception and Event Kickoff

Meet your fellow peers and colleagues as we engage in an icebreaker over cocktails to get the conversations started and set you up for an event whose foundation is built on collaboration. Dinner & passed hors d’oeuvres to be served.

WEDNESDAY, JUNE 25, 2025 | GENERAL SESSION AND SOLUTIONS HALL

8:00 AM

Continental Breakfast and Solutions Hall

8:30 AM

WELCOME and HEADLINER - Unified Vision: Building a CX Strategy Supporting Strategic and Tactical Decision Making

9:15 AM

Navigating Customer Experience 2025: A Frost & Sullivan Executive MindXchange

9:20 AM

Energizer

Take your thinking cap off and break up your day with a fun, five-minute energizing activity.

9:25 AM

EXECUTIVE INSIGHTS - Creating Timeless Connections in the Digital Age: A CX Strategy for Today and Tomorrow

9:55 AM

Solutions Hall, Networking and Refreshments

Dash into our Pavilion to uncover innovative products and services designed to address the challenges and opportunities you face in your daily tasks and responsibilities.

10:25 AM

CONCURRENT COLLABORATION ZONES – ROUNDTABLES

Roundtables capture the power of all participants’ voices, insights, and experiences via group discussion and exploration of the issue at hand.

Choose one of the following zones:

Zone 1.

Mapping the Omnichannel Journey

Zone 2.

Turning Sentiment Analytics into Actionable Customer Insights

11:25 AM

Session to Session Travel Time

11:30 AM

SOLUTIONS WHEEL

Play the “wheel” to find out which of the industry’s products and services will help you solve your challenges. It is a series of rapid-fire, one-on-one meetings with leading solution providers – both intense and fulfilling.

12:05 PM

Food For Thought Luncheon – Networking Roundtables Hosted by Industry Leaders

Practitioners and solution providers host a menu of luncheon discussions on pertinent industry issues. Dine and dish with industry experts. The list of discussion topics will be available on-site.

1:05 PM

Session to Session Travel Time

1:10 PM

ASK THE EXPERTS! Panel Discussion - Do This, Not That: How We’re Using AI and How It’s Working Out

2:00 PM

Navigating Customer Experience 2025: A Frost & Sullivan Executive MindXchange

2:10 PM

The FIX - Crowdsourcing Tactical Solutions to Our Most Vexing Challenges

Share your smarts! Choose between three themed brainstorming sessions and crowdsource solutions to the most vexing challenges facing customer experience executives today. These are twenty-minute rapid-fire sessions with three rotations. First come, first serve, so choose wisely! Each brainstorming group will build upon the other to build a list of readily operationalized ideas for these common challenges.

The Fix on Making Sense of Metrics

The Fix on Modernizing Your Workforce

The Fix on Engaging and Energizing Your Stakeholders

3:30 PM

Solutions Hall, Briefing Sessions, Networking and Refreshments

4:10 PM

SUCCESS STORIES: Crafting Unique Customer Experiences

Gain valuable insights from two distinct perspectives on an opportunity we can all harness to create exceptional experiences.
Co-Creating Excellence: Partnering with Customers to Shape Unforgettable Experience
Hyper-Personalization: Crafting Tailored Experiences for the Modern Consumer

4:55 PM

CAPSTONE - The 4 C’s of Experience: Aligning for Exceptional CX Outcomes

5:30 PM

Networking Reception

Let’s unwind together, and toast to a fantastic day and an even better evening filled with nothing less than laughter and pure joy! Cocktails & lite bites to be served.

6:00 PM

Top Golf

Join us for an unforgettable evening at Top Golf! Enjoy a blend of friendly competition, delicious food, and refreshing drinks in a vibrant atmosphere. Whether you’re a golf pro or a novice, you’ll have a blast aiming for the targets, mingling with fellow attendees, and soaking up the electric energy of it all. Don’t miss this chance to network & have fun– it’s going to be a night to remember! Transportation to be provided.

THURSDAY, JUNE 26, 2025 | GENERAL SESSION, SOLUTIONS PAVILION AND EMPLOYEE EXPERIENCE TOUR

6:45 AM

Early Risers Walk @ Sunrise

Invigorate your body, mind, and soul as we take a relaxing stroll and watch the sunrise. It’s the perfect way to get ready for a great day of content and networking.

8:00 AM

Continental Breakfast and Solutions Hall

8:45 AM

HEADLINER - Creating a Culture of Service Excellence Through Effective Communication and Empathy

9:35 AM

Energizer

Take your thinking cap off and break up your day with a fun, five-minute energizing activity.

9:40 AM

EXECUTIVE BULLETIN - Raising the CX Bar with a Unified Data and Analytics Strategy

10:10 AM

Solutions Pavilion, Networking and Refreshments

Dash into our Pavilion to uncover innovative products and services designed to address the challenges and opportunities you face in your daily tasks and responsibilities.

10:40 AM

COLLABORATION ZONE – THINKTANK

This ThinkTank session employs interactive team exercises in a “roll up your sleeves” learning environment.

Zone 1.

Striking the Perfect Balance: AI and Human Interaction for Exceptional Customer Experiences

Zone 2.

Turning Big Data into Smart Data for Saavy Decision Making

12:00 PM

Networking Luncheon

12:40 PM

Tangible Ways that Really Work to Go from Siloed to Seamless Enterprise Relationships

1:25 PM

CAPSTONE - CX Edge: Redefining Customer Experience for the Next Generation

2:00 PM

Content for Customer Experience 2025: A Frost & Sullivan Executive MindXchange Concludes

2:15 PM

Check-In for Customer Experience Tour

Snacks and beverages will be provided

*Please note participation incurs an additional fee for those other than Leadership Council members. See the registration tab for details.