Agenda
Delivering on Strategic Transformation and Measurable Value
Explore three days of transformative discussions designed to redefine customer success strategies and enhance industry networking.
Collaboration Zones
Customize your agenda! Stick to one zone or explore others. Engage in PowerPoint-free sessions, encouraging creativity and idea sharing.
Schedule
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.
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.
8:45 am
Networking Activity
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
6:30 pm
Welcome Networking Reception and Event Kickoff
Tuesday, July 14, 2026 | General Session and Solutions Hall
8:00 am
Continental Breakfast and Solutions Hall
8:30 am
WELCOME and HEADLINER - CX on the Frontline for a Competitive Advantage
9:15 am
Navigating Customer Experience 2026: 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 - How to Win the CX Buy-In Battle: Turning Skeptics in to Advocates
9:55 am
Solutions Hall, Networking and Refreshments
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 CX Now: Moving Past Traditional KPIs
11:25 am
Session to Session Travel Time
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.
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 - The Future of CX: Aligning AI, Innovation & Evolving Customer Expectations
Marianela Oreste, Head of Guest Experience & Feedback, Popeyes US & CA, Restaurant Brands International
Panelist Include:
Marianela Oreste
Head of Guest Experience & Feedback, Popeyes US & CA
Restaurant Brands International
Why You Should Listen to Marianela:
Bio is forthcoming.
2:00 pm
Navigating Customer Experience 2026: A Frost & Sullivan Executive MindXchange
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
Michelle Wienke, Director of Patient Experience, Jupiter Medical Center
Hosted By:
Michelle Wienke
Director of Patient Experience
Jupiter Medical Center
Why You Should Listen to Michelle:
Bio is forthcoming.
The Fix on Elevating CX Through Strategic Vendor Relationships
The Fix on Acting on VOC Insights
Sonia Tamrakar, Assistant Director, Customer Experience, Saks OFF 5TH
Hosted By:
Sonia Tamrakar
Assistant Director, Customer Experience
Saks OFF 5TH
Why You Should Listen to Sonia:
Bio is forthcoming.
3:30 pm
Solutions Hall, Briefing Sessions, Networking and Refreshments
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
Gavin Johnston, Director of User Experience Research, Hyatt Hotels Corporation
Rockstar Insight:
Gavin Johnston
Director of User Experience Research
Hyatt Hotels Corporation
Why You Should Listen to Gavin:
Gavin has over 25 years of experience in customer experience and strategic planning. Over the years his curiosity about what makes people tick and how that leads to innovation has been the cornerstone of his work. He has led CX research and strategy teams for a broad range of products, services, and industries including hospitality, consumer packaged goods, pharma, food & beverage, healthcare, and financial services.
Designing Experiences Customers Actually Notice
4:55 pm
CAPSTONE - Escaping the Avalanche: The Enterprise Operating System Behind Resilient Customer Experience
Sean Albertson, Founder & Chief Executive Officer, CX4ROCKS
Abstract:
Customer experience is where instability becomes visible first, and most organizations respond with more activity instead of stronger structure. Using mountain and avalanche imagery, this keynote shows how pressure builds across culture, data, technology, processes, and decision flow until CX breaks. You will leave with a practical summit roadmap for installing an enterprise operating system across People, Process, Platform, and Purpose so signals become shared interpretation, shared interpretation becomes decisions, and decisions become execution that holds.
Action Items:
- Identify why your CX effort is not compounding into momentum
- Learn how to turn scattered signals into shared interpretation you can act on
- See what the enterprise operating system changes across your organization
- Leave with a first “base camp” move, and clarity on the trail to the summit
Hosted By:
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.
Wednesday, July 15, 2026 | General Session, Solutions Hall
6:45 am
Early Risers Walk
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!
8:00 am
Continental Breakfast and Solutions Hall
8:45 am
HEADLINER - What the Best CX Leaders Do When They Don’t Own the Journey
9:30 am
Energizer
9:35 am
EXECUTIVE BULLETIN - Co-creating with Customers and Employees to Solve Core Customer Pain Points
10:00 am
EXECUTIVE INSIGHTS - When AI Gets Human: Elevating Customer Experience Across the Enterprise
10:30 am
Solutions Hall, Networking and Refreshments
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: