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

Achieving Structured, Scalable and Integrated AI

Zone 2

Personalization and the Customer-Centric Experience

Zone 3

Automation for Process Optimization and Efficiency

NOW FEATURING:

CX WOMEN’S LEADERSHIP ALLIANCE WORKSHOP

Zone 1

Achieving Structured, Scalable and Integrated AI

Zone 2

Personalization and the Customer-Centric Experience

Zone 3

Automation for Process Optimization and Efficiency

NOW FEATURING:

CX WOMEN’S LEADERSHIP ALLIANCE WORKSHOP

Schedule

Jump to:

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

Saturday, April 11, 2026 | Arrival Day

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7:00 pm

Suggested Arrival Time

Arrive Saturday to participate in the networking activity on Sunday.

Sunday, April 12, 2026 | Networking Day

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

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7:45 am

Welcome Breakfast for Customer Engagement Leadership Council Members

*Participation is reserved for Council members only. Click here to learn more about the Council.

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8:45 am

Networking Activity: Where Connections Meet the Coast

Connect and unwind during an engaging networking activity that captures the lively spirit of Fort Lauderdale. Enjoy great company, meaningful conversation, and a relaxed social setting designed to help you build new connections. Transportation provided.

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4:30 pm

Sponsor Workshop

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6:00 pm

Sponsor Registration & Orientation Reception

– Concurrent with –

Presenter & Engagement Leader Orientation

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

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6:45 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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7:30 pm

Welcome Networking Reception & Event Kickoff

Meet your fellow peers and colleagues as we engage in an ice breaker 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.

Monday, April 13, 2026 | General Session and Solutions Hall

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8:00 am

Registration, Continental Breakfast, and Solutions Hall

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8:45 am

KICKOFF and HEADLINER – The Power of Why: Solving What Really Matters

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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

CASE HISTORY – Determining Strategic Priorities and Tech Investments for Measurable ROI

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10:05 am

Navigating the 22nd Annual Customer Contact East: A Frost & Sullivan Executive MindXchange

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10:15 am

Session to Session Travel Time

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10:20 am

CONCURRENT COLLABORATION ZONES – CASE HISTORIES

Case Histories explore a specific use case and include informal conversations that draw upon the experience and expertise of the featured executive, company, and participants.

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11:20 am

Solutions Hall, 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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11:50 am

INTERACTIVE CONCURRENT SESSIONS

Choose one of the following interactive sessions:

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 sponsors – both intense and fulfilling.

-OR-

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 and customer contact today. These are fifteen-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 to these common challenges.

The Fix on Modernizing KPIs

The Fix on AI Use Cases for Agent Empowerment

Shri Nandan, Vice President, AI Products & Experiences, Comcast

Hosted By:

Shri Nandan
Vice President, AI Products & Experiences
Comcast

Why You Should Listen to Shri:
Shri is a customer-obsessed CX professional who has dedicated her career to “meeting the customers where they want to be met”. Her leadership and advisory roles across diverse industries spanning insurance, fintech, pharmaceutical and telecom have honed her expertise in digital transformation and product strategy, enabling her to contribute significantly to customer-centric product and technology advancements. Using data driven approaches and high-performing teams, Shri has elevated the AI and digital product landscape enhancing customer experiences, and embedding strategic technological innovations across the business.

The Fix on Elevating CX Through Strategic Vendor Relationships

The Fix on Leveraging Copilot to Guide Leadership Decision Making

Francoise Benoit-Betters, Vice President, Merchant Services, First American by Deluxe

Hosted By:

Francoise Benoit-Betters
Vice President, Merchant Services
First American by Deluxe

Why You Should Listen to Francoise:
Bio is forthcoming.

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12:40 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.

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1:40 pm

Session to Session Travel Time

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1:45 pm

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.

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2:45 pm

Solutions Hall, Networking and Refreshments

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3:15 pm

INTERACTIVE CONCURRENT SESSIONS

Choose one of the following interactive sessions:

SOLUTIONS WHEEL

– OR –

PROBLEM-SOLVING CROWDSOURCE – Building the Workforce of Tomorrow: Redefining Roles, Skills, and Growth for the Future Agent Era

Nate Brown, Head of CX Advisory, Metric Sherpa

Rockstar Insight:

Nate Brown
Head of CX Advisory
Metric Sherpa

Why You Should Listen to Nate:
Nate Brown loves two things very much…customer experience and community. Fortunately, these concepts go hand-in-hand! As a community builder, Nate co-founded CX Accelerator in 2018. Quickly growing to well over four thousand members, this vibrant collection of CX leaders is helping one another to maximize their career and accomplish remarkable things in service to others. Nate also heads up Advisory Services for Metric Sherpa, a research firm helping organizations to transform customer interactions.

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4:05 pm

Navigating the 22nd Annual Customer Contact East: A Frost & Sullivan Executive MindXchange

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4:10 pm

STORY STUDIO – Translating Customer Contact into Organizational Value

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4:40 pm

CAPSTONE – A Framework for Evaluating, Piloting, and Governing Emerging Technologies

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5:15 pm

Networking Reception

End your day with some newfound friends over tasty bites & beverages. A special prize will be raffled off before we close out the evening so be there or be square! Passed hors d’oeuvres, beverages & a specialty drink to be served.

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

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6:45 am

Early Risers Run/Walk

Invigorate your body, mind, and soul as you run or 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 – Effortless by Design: Measuring and Mastering the Frictionless Experience

Brian Jeppesen, Director, Contact Center Operations, Fertitta Entertainment

Abstract:
Discover how focusing on the “why” behind AI adoption can drive measurable improvements in customer experience and operational efficiency. Learn actionable strategies to reduce customer effort, boost loyalty, and deliver tangible business results through AI-powered solutions.

Action Items:

Identify high-effort customer and agent processes to target for AI-driven improvement
Implement conversational AI to automate simple, high-volume interactions and reduce wait times
Evaluate and track ROI by measuring reductions in abandonment rates, operational costs, and increases in customer satisfaction

Headliner:

Brian Jeppesen
Director, Contact Center Operations
Fertitta Entertainment

Why You Should Listen to Brian:
With over 35 years of experience, Brian is a seasoned leader in contact center operations and 2-time Frost & Sullivan award winner. He specializes in deploying Conversational AI to enhance customer experience and reduce costs, has led teams of up to 2,500 agents across global brands including Landry’s and Golden Nugget and serves on the Board of Directors for the Contact Center AI Association.

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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

ASK THE EXPERTS! Panel Discussion – Level Setting AI : Managing Corporate Expectations and Defining the Art of the Possible

Moderator:
Cippy Seidler, Director, Consumer Care Center, Banner Health

Panelists Include:
Shri Nandan, Vice President, AI Products & Experiences, Comcast

Moderator:

Cippy Seidler
Director, Consumer Care Center
Banner Health

Why You Should Listen to Cippy:
Speaking to and working with many diverse contact groups around the world has inspired and enlightened Cippy. It has brought positivity, new ideas and creativity to an already open mind about the importance and truly critical nature of the contact center environments. She has worked most of her career in Retail and Health Care contact centers helping others appreciate why internal and external customer service and brand loyalty begins in the contact center.

Panelists Include:

Shri Nandan
Vice President, AI Products & Experiences
Comcast

Why You Should Listen to Shri:
Shri is a customer-obsessed CX professional who has dedicated her career to “meeting the customers where they want to be met”. Her leadership and advisory roles across diverse industries spanning insurance, fintech, pharmaceutical and telecom have honed her expertise in digital transformation and product strategy, enabling her to contribute significantly to customer-centric product and technology advancements. Using data driven approaches and high-performing teams, Shri has elevated the AI and digital product landscape enhancing customer experiences, and embedding strategic technological innovations across the business.

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10:25 am

Navigating the 22nd Annual Customer Contact East: A Frost & Sullivan Executive MindXchange

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10:30 am

Solutions Hall, Briefing Sessions, Networking and Refreshments

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11:15 am

CONCURRENT COLLABORATION ZONES – THINKTANKS

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

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12:35 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.

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1:35 pm

Session to Session Travel Time

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1:40 pm

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.

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2:40 pm

Session to Session Travel Time

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2:45 pm

CASE HISTORY – Enabling Human-Centered AI

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3:10 pm

Solutions Hall, Briefing Sessions, Networking and Refreshments

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3:50 pm

FIRESIDE CHAT – Achieving an Adaptive Leadership Mindset

Shannon Yeats, Global Vice President, Client Success, Contact Center, Entertainment Partners

Abstract:
Join a dynamic conversation between a CX and a CC leader as they explore cultivating adaptability in today’s rapidly changing business environment. The session will cover navigating uncertainty, leveraging emerging technologies to drive innovation, and modeling resilience to inspire teams, all while managing the fatigue that comes with continuous transformation.

Rockstar Insight:

Shannon Yeats
Global Vice President, Client Success, Contact Center
Entertainment Partners

Why You Should Listen to Shannon:
Bio is forthcoming.

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4:15 pm

Energizer

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

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4:20 pm

FROM INSIGHT TO ACTION

The Insight – Navigating the AI Maze

– Followed by –

The Action – Roadmapping AI in Your Organization

Don’t just hear it — apply it. This session gives you the space to turn these fresh insights into an action plan that moves your organization forward.

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5:15 pm

22nd Annual Customer Contact East Olympics Team Captain Reveal

Gather ’round beach lovers & spirited competitors! The moment we’ve all been waiting for is here – it’s time to choose our Beach Olympics Team Captains!

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5:20 pm

General Session Concludes

It’s time to change gears, take a quick break to recharge, and lace up your sneakers because the games are about to begin!

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5:45 pm

22nd Annual Customer Contact East Beach Olympics

Gear up for a night of Olympic fun! Not to be missed: the amazing spread we’ll be serving for dinner!

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8:00 pm

Karaoke After Hours!

Whether you’re a karaoke legend or just in it for the laughs, this is the perfect chance to unwind, cheer on peers, and make some unforgettable memories! Snacks & drinks to be served.

Wednesday, April 15, 2026 | General Session, Solutions Hall and CX Women’s Leadership Alliance Workshop

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7:00 am

Walk and Talk

Invigorate your body, mind, and soul as you soak up some tropical tranquility 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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8:15 am

Continental Breakfast and Solutions Hall

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8:45 am

HEADLINER - AI Without Fear: Building Trust in a Fast-Changing World

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9:20 am

WHAT WOULD YOU DO? – Quick Consecutive Insights, Questions and Answers

IT and Me = We

– Followed by –

Purpose and Growth = Retention

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10:10 am

Solutions Hall, Networking and Refreshments

CX WOMEN’S LEADERSHIP ALLIANCE WORKSHOP | Owning Your Growth Journey

Women and their allies come together for inspiring discussions on achieving personal and professional growth.

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10:35 am

WELCOMING REMARKS

What Make Today Unique? Defining Purpose, Values, and Vision

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2:45 pm

Content for the 22nd Annual Customer Contact East Concludes

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

Register Now!

For further information or to register, call Adam Geiger at +1-305-450-1099, or email him at [email protected]