Agenda

Delivering on Strategic Transformation and Measurable Value

Explore four days of transformative discussions designed to redefine customer success strategies and enhance industry networking.

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Collaboration Zones

Customize your agenda! Stick to one zone or explore others. Engage in PowerPoint-free sessions, encouraging creativity and idea sharing.

Zone 1

Engineering Customer Value Across the Omnichannel Journey

Zone 2

From Metrics to Momentum: Turning CX Measurement into Impact

Zone 1

Engineering Customer Value Across the Omnichannel Journey

Zone 2

From Metrics to Momentum: Turning CX Measurement into Impact

Schedule

Jump to:

MONDAY ^[3]

TUESDAY ^[4]

WEDNESDAY ^[5]

Schedule-at-a-Glance is preliminary and will be continuously updated as additional information becomes available.

Sunday, July 12, 2026 | Arrival Day

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7:00 pm

Suggested Arrival Time

Arrive Saturday to participate in the networking activity on Sunday.

Monday, July 13, 2026 | Networking Day

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

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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]

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8:45 am

Networking Activity

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3:00 pm

Sponsor Workshop

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4:30 pm

Sponsor Registration & Orientation Reception

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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.

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5:45 pm

Participant Meet ‘n’ Greet

This networking activity offers end-users/ practitioners a valuable opportunity to quickly connect with peers facing similar challenges. It’s an excellent way to identify participants with valuable thought leadership and lay the foundation for meaningful discussions throughout the event.

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6:30 pm

Welcome Networking Reception and Event Kickoff

Tuesday, July 14, 2026 | General Session and Solutions Hall

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8:00 am

Continental Breakfast and Solutions Hall

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8:30 am

WELCOME and HEADLINER - CX on the Frontline for a Competitive Advantage

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9:15 am

Navigating Customer Experience 2026: A Frost & Sullivan Executive MindXchange

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9:20 am

Energizer

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

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9:25 am

EXECUTIVE INSIGHTS - How to Win the CX Buy-In Battle: Turning Skeptics in to Advocates

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9:55 am

Solutions Hall, Networking and Refreshments

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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. Modernizing Your CX Journey Map

Zone 2. Measuring Modern CX: Moving Past Traditional KPIs

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11:25 am

Session to Session Travel Time

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11:30 pm

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.

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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.

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1:05 pm

Session to Session Travel Time

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1:10 pm

ASK THE EXPERTS! Panel Discussion - The Future of CX: Aligning AI, Innovation & Evolving Customer Expectations

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2:00 pm

Navigating Customer Experience 2026: A Frost & Sullivan Executive MindXchange

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2:10 pm

The FIX - Crowdsourcing Tactical Solutions to Our Most Vexing Challenges

Share your smarts! Choose between four 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 Aligning Global and Local CX Strategies

The Fix on Developing the Next Generation of Leaders

The Fix on Elevating CX Through Strategic Vendor Relationships

The Fix on Acting on VOC Insights

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3:30 pm

Solutions Hall, Briefing Sessions, Networking and Refreshments

Get a quick pulse on solutions and services that can help solve your challenges. In one productive and fun session discover potential fits through a series of rapid fire, one-on-one meetings with leading sponsors. Walk away knowing exactly which providers to circle back with, without sitting through lengthy pitches.

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4:15 pm

SUCCESS STORIES: Creating Our Unique Customer Experiences

Benefit from two unique and consecutive perspectives on an opportunity we can all leverage for success.
Hyper-Personalization: Crafting Tailored Experiences for the Modern Consumer
Designing Experiences Customers Actually Notice

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4:55 pm

CAPSTONE - Escaping the Avalanche: The Enterprise Operating System Behind Resilient Customer Experience (Sean Albertson)

Abstract:
Actionable customer insight only delivers value when it works within the decision forums leaders already use—and equips them for where real decisions actually happen. In this session, Tori shares an approach, illustrated through cases, showing how customer contact data can inform strategic, operational, and investment decisions across the business.

Action Items:

Identify the systems, dashboards, and forums leaders already trust—and distinguish where decisions are reviewed versus where they are actually made
Integrate customer contact data into existing decision infrastructure while tailoring insight for higher-stakes, informal decision moments
Reframe customer contact signals to support multiple decision types, including self-service investment and long-term value creation—beyond performance tracking

Rockstar Insight:

Tori Signorelli
Director Guest Journey & Insights
Alaska Airlines

Why You Should Listen to Tori:
Tori is a senior customer insight and experience leader who helps organizations translate customer contact into decisions leaders actually make. She currently leads Guest Journey & Insights at Alaska Airlines and previously led global Service Design and Voice of the Customer at Farfetch, where she used customer data to inform strategy, enable self-service, and shift how service organizations create value.

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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.

Wednesday, July 15, 2026 | General Session, Solutions Hall

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6:45 am

Early Risers Walk

Invigorate your body, mind, and soul as you walk just feet away from the white sands of Ft. Lauderdale while watching the sun rise over the Atlantic. It’s the perfect way to get ready for a great day of content and networking.

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6:45 am

Early Risers Yoga

Calling all yogis! Get energized while building strength and flexibility with us. This creative yoga practice will link breath and movement to keep you present and centered.

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8:00 am

Continental Breakfast and Solutions Hall

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8:45 am

HEADLINER - What the Best CX Leaders Do When They Don’t Own the Journey

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9:30 am

Energizer

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

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9:35 am

EXECUTIVE BULLETIN - Co-creating with Customers and Employees to Solve Core Customer Pain Points

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10:00 am

EXECUTIVE INSIGHTS - When AI Gets Human: Elevating Customer Experience Across the Enterprise

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10:30 am

Solutions Hall, Networking and Refreshments

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11:00 am

CONCURRENT COLLABORATION ZONES – ROUNDTABLES

Roundtable sessions 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. Omnichannel Orchestration: Prioritizing Channels That Drive Customer Value

Zone 2. From Insight to Foresight: Building Predictive, AI-Driven Customer Experiences

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12:00 pm

Networking Luncheon

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12:40 pm

The Future of CX: Bold Visions from Industry Trailblazers

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1:20 pm

CAPSTONE - From Fatigue to Forward Motion: Leading CX Change That Sticks

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1:50 pm

Flip the Script

This high-energy, interactive session turns the spotlight on the audience. The panel kicks things off with raw, unscripted insights—sharing one idea they’re stealing, one belief they’re dropping, and one question they’re taking back to work. Then it’s your turn. Participants reflect, write, and share their own answers, creating a powerful, collective moment of clarity, connection, and practical takeaway. Expect honest dialogue, fresh perspective, and real-world insights you can immediately apply.

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2:30 pm

Content for Customer Experience 2026: A Frost & Sullivan Executive MindXchange Concludes

See you and your team October 18 – 21 at Customer Contact West!

Register Now!

For further information or to register, call Jason doty at +214-636-4724 ^[8], or email him at [email protected] ^[9]