Arrive Sunday to participate in the networking activity on Monday.

*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]   

Step into the underground for a high-energy game show where quick thinking, friendly competition, and a little luck take center stage. You’ll team up, face off in fast-paced challenges, and rack up bragging rights while getting to know fellow participants. Expect plenty of laughs, unexpected moments, and the kind of connections that only happen when everyone’s in on the game. Lunch & transportation provided.

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

Registration Items Hosted by: Startek, Pentafon

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

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:

David Massey, Product Director | Head of Research, Experimentation & Personalization, UPS

Miguel Murillo, Associate Director of Global Customer Service, Avanos Medical

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.

Topic Tables Hosted by:

PolyAI Technologies, ProcedureFlow, Uniphore

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.

Erin Hoelscher, Customer Experience Manager, Mettler-Toledo International, Inc.

Michelle Wienke, Director of Patient Experience, Jupiter Medical Center

Robert Gofourth, President, Performance Strategies, Inc.

Benefit from two unique and consecutive perspectives on an opportunity we can all leverage for success.

Gavin Johnston, Director of User Experience Research, Hyatt Hotels Corporation

Jeffrey Robbins, Director of Client Experience, DM Injury Law

Sean Albertson, Founder & Chief Executive Officer, CX4ROCKS

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.

Networking just became a whole lot sweeter! Take a break from the ordinary and indulge in an unforgettable evening at The Toothsome Chocolate Emporium & Savory Feast Kitchen. From a savory dinner to over-the-top desserts, everything will be served with a side of lively conversation, great company, and plenty of fun, fun, fun! Transportation will be provided.

Stretch your legs and spark a few conversations on a relaxed walk. It’s a fun, low-key way to enjoy the surrounding scenic garden & Universal CityWalk. Come clear your head and connect with colleagues. No theme park ticket required for this experience!

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:

Felicia Hurst, Senior Director, Patient Experience, Children’s Health

Mrunal Gangrade, Vice President of Software Engineering, JPMorgan Chase & Co.

<!--Join us for a delectable networking lunch that is sure to fill your belly with just enough fuel to give you that match winning goal energy you’ll need at CHASE Stadium!

Location: B Square Burgers 1021 E Las Olas Blvd, Fort Lauderdale, FL 33301-->

Moderator: Shelly Chandler, Director of Customer Experience and Engagement, Teladoc Health

Panelists Include: Justin Leon, Director of Resort Amenities, Villatel

Michelle Morris Perez, Former Associate Director of Customer Experience and Insights, Verizon Connect

Marcus Story, Director of Customer Experience, Delaware North

Andrew Wilson, Managing Director, Client Operations, Weitz & Luxenberg

Hosted by Tawana Allen, Chief Customer Experience Officer, Greater Orlando Aviation Authority: Orlando International (MCO) and Executive (ORL) Airports

Step inside a real-world laboratory for customer experience innovation — and see what embedded CX looks like at enterprise scale.

Join us for an exclusive behind-the-scenes tour of MCO and meet the Ambassador team, a frontline CX strategy in action. You’ll experience how proactive wayfinding, multilingual support, and accessibility services are intentionally designed and operationalized to reduce friction, protect brand trust, and elevate satisfaction across millions of passenger journeys.

Explore MCO’s Experiential Media Environment and integrated CX design approach — from immersive digital storytelling to spatial experience strategy — and discover how infrastructure, technology, and hospitality converge to drive measurable business impact.

At MCO, CX isn’t a layer added on. It’s engineered into the ecosystem.

For CX leaders, this is a rare opportunity to see how large-scale operations translate strategy into execution — and walk away with ideas you can apply immediately across your own frontline experience.

Snacks and beverages will be provided.