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. Decoding Your Customer Feedback

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

Print this Page ^[1]

Jump to:

TUESDAY, JUNE 24 ^[3]

WEDNESDAY, JUNE 25 ^[4]

THURSDAY, JUNE 26 ^[5]

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. ^[6]
For more information on the Growth Innovation Leadership Council, click here. ^[7]

9:00 AM

Downtown LA Walking Food Tour: A Culinary Adventure!

Get ready to indulge your taste buds on a fun-filled walking food tour through the heart of Downtown Los Angeles! Taste your way through hidden gems and local favorites while hearing fascinating stories about LA’s rich history, diverse culture, and thriving food scene. Whether you’re a foodie, a local looking for a new adventure, or a visitor wanting to explore the city’s flavors, this tour offers something for everyone. Bring your appetite and a sense of curiosity—this is one tasty walk you won’t forget! Transportation provided.

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

Mark Levy, Vice President, Customer Experience, Frontier Communications,
Customer Engagement Leadership Council Member

Abstract:
AI and automation are transforming CX, but the real differentiator isn’t technology—it’s human connection. The brands that win focus on making customers feel seen, valued, and understood. This session introduces a set of practical frameworks to help you build a CX strategy that balances innovation with empathy and remains relevant for decades to come.

Action Items:

Pinpoint What Really Matters – Use the Timeless Needs Framework to cut through the noise and uncover what your customers truly value.
Test Every Decision for Impact – Run the Humanity Check to ensure your CX efforts foster real connection, not just efficiency.
Commit to a CX North Star – Define your CX Manifesto so your entire organization stays aligned on delivering meaningful experiences.

Rockstar Insight:

Mark Levy
Vice President, Customer Experience
Frontier Communications
Customer Engagement Leadership Council Member

Why You Should Listen to Mark:
Mark Levy doesn’t just talk about customer experience—he’s spent over 25 years making it better. From transforming digital experiences at Comcast to leading CX at Frontier Communications, he knows what it takes to blend technology with human connection. As an executive coach, author, and publisher of the Decoding Customer Experience newsletter, he delivers real-world strategies that actually work.

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

Michael Stineman, Executive Vice President, Growth, Modus

Fab Facilitator:

Michael Stineman
Executive Vice President, Growth
Modus

Why You Should Listen to Michael:
Over two decades ago, Michael embarked on a journey that transitioned him from product management to customer experience. During this time, he has steered companies like ADP, Coldwell Banker, and Sesame Workshop, through the stages of ideation, design, development, and ultimately, the launch of various digital experiences. His enthusiasm lies in providing practical and strategic guidance that delivers lasting value.

Zone 2.

Turning Sentiment Analytics into Actionable Customer Insights

Jacob Bailon, Director of Engineering, DATAMARK
Chloe Duckworth, Co-founder & CEO, Valence AI

Fab Facilitators:

Jacob Bailon
Director of Engineering
DATAMARK

Why You Should Listen to Jacob:
Bio is forthcoming.

Chloe Duckworth
Co-founder & CEO
Valence AI

Why You Should Listen to Chloe:
Bio is forthcoming.

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

The Fix on Making the Most with the Tools You Have

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

Sean Albertson, Founder & Chief Executive Officer, CX4ROCKS

Abstract:

Customer Experience (CX) doesn’t exist in a vacuum. Your ability to deliver value, trust, and empathy to customers depends on how aligned the rest of your experience is—your Career fulfillment, your Community connections, and your Core well-being. When these rivers flow in harmony, the result is stronger customer loyalty, higher engagement, and long-term business success.

In this session, discover how the 4 C’s of Experience framework can help you align your personal and professional journeys to deliver exceptional CX outcomes. You’ll learn how to identify and navigate the obstacles that disrupt your rivers using the FIND and BREAK frameworks, and explore actionable strategies to enhance both your customer relationships and your leadership capacity.

Action Items:

Drive CX Excellence: Understand how alignment across the 4 C’s—Customer, Career, Community, and Core—directly impacts the trust, ease, and empathy you deliver to customers.
Enhance Personal and Team Resilience: Use the FIND framework to identify and address the challenges that hinder your ability to lead with clarity and purpose in CX roles.
Break Down Obstacles: Apply the BREAK framework to overcome silos, misalignment, and friction in your organization, fostering a culture of collaboration and innovation.
Strengthen Cross-River Connections: Learn how a thriving Career, supportive Community, and resilient Core amplify your capacity to deliver impactful CX strategies.

Headliner:

Sean Albertson
Founder & Chief Executive Officer
CX4ROCKS

Why You Should Listen to Sean:
Sean is a globally respected thought leader, keynote speaker, and advisor with over 25 years of experience transforming customer service and experience strategies for startups to Fortune 200 companies. As the author of the award-winning 4ROCKS: Reduce Effort, Drive Loyalty, Transform the Customer Journey, Sean reveals how to create loyalty-driving experiences at the intersection of technology and human engagement.

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

David Weisman, Chief Experience Officer, NYC Health + Hospitals / Queens

Abstract:
Crafting a successful customer experience (and as leaders, our employees are also our customers) requires the utilization of effective communication. This is not as easy as it sounds. Every interaction provides an opportunity to delight or destroy the customer experience, Together, we will identify and illustrate the keys to success, which include listening skills, verbal and non-verbal language, empathy and compassion. We will also explore cultural competency and communicating with customers who come from other countries and/or speak languages other than English.

Action Items:

Develop effective communication skills to elevate customer and employee experience.
Integrate cultural competency into your communication strategies to more effectively engage with customers from diverse backgrounds.
Rethink customer experience by uncovering the keys to consistently achieving success.

Headliner:

David Weisman
Chief Experience Officer
NYC Health + Hospitals / Queens

Why You Should Listen to David:
David has worked at NYC Health + Hospitals/Queens since 2013, first as Director of Patient Experience and then as Chief Experience Officer beginning in 2020. He is the administrator for Patient Relations, Food and Nutrition, Pastoral Care and Language Access. In all of his roles and responsibilities, he has fostered a culture of person-centered care for continuous improvement of the care experience.

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 – THINKTANKS

ThinkTank sessions employ interactive team exercises in a “roll up your sleeves” learning environment.

Choose one of the following zones:

Zone 1.

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

Zone 2.

Effectively Acting on VOC Insights

12:00 PM

Networking Luncheon

12:40 PM

CX Power Hour-ish: Challenges to Conquer, Experiences to Empower

Do you have a challenge that wasn’t addressed this week? Want clarification or dive deeper into something you heard? In this rapid-fire session, participants will get to pose their questions and tap into the hive mind of the audience for insights and ideas to raise the bar on your CX.

Sean Albertson, Founder & Chief Executive Officer, CX4ROCKS

Rockstar Insight:

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.