CX25 Banner

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

Jump to:

Schedule-at-a-Glance is based on a previous event and will be continuously updated.

MONDAY, JUNE 22, 2026 | ARRIVAL DAY

7:00 PM

Suggested Arrival Time

Arrive Monday to participate in Tuesday’s Networking Activity

TUESDAY, JUNE 23, 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

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!

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 networking activity offers end-users and 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.

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 24, 2026 | 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 - Future-Proofing Today: Tackling Tomorrow’s Consumer Concerns in the Present

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.
Connected Customer: Mastering Journey Orchestration in a Fragmented World

Zone 2.
Turning Sentiment Analytics into Actionable Customer Insights

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 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 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

4:15 PM

SUCCESS STORIES: Creating Our Unique Customer Experiences

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

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.

6:15 PM

Topgolf

Join us for an unforgettable evening at Topgolf! 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 25, 2026 | GENERAL SESSION, SOLUTIONS HALL AND CUSTOMER EXPERIENCE TOUR

6:45 AM

Early Risers Yoga at Sunrise

Energize your body, mind, and spirit with a gentle sunrise yoga session. Breathe in the calm, stretch into the morning light, and set a peaceful tone for a day full of inspiring content and meaningful connections.

8:00 AM

Continental Breakfast and Solutions Hall

8:45 AM

HEADLINER - Creating a Culture of Service Excellence Through Effective Communication and Empathy

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 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.

10:40 AM

CONCURRENT COLLABORATION ZONES – 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.

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

2:10 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.

CUSTOMER EXPERIENCE TOUR

Dodger Stadium, Home of the 2024 World Series Champions, Los Angeles Dodgers

What can I learn about customer experience from a baseball stadium, you ask? Isn’t this a bit of a “change up”? Exactly! Join us on an immersive opportunity to see the ballpark in a very unique fashion. This behind-the-scenes tour lets participants visit some of the most restricted and non-public areas and view the stadium from a whole new perspective. As baseball’s third-oldest stadium, Dodger Stadium remains one of the game’s most beautiful and most historic venues.

4:00 PM

Shuttle Returns to Omni Los Angeles Hotel

0
    0
    Your Cart
    Your cart is emptyReturn to Shop
    Continue Shopping
    X