Real Leaders. Real Stories. Real CX.
Join us in Miami for a two-day CX Innovation Summit with mainstage keynotes, candid panels, curated roundtables, and hands-on masterclasses, plus plenty of smart networking on and off the agenda. Across both days we focus on where AI truly improves service, how to earn and rebuild customer trust, and how to get teams and technology ready to scale. Expect practical playbooks for agent assist, self-service, journey orchestration, and knowledge management, paired with clear frameworks for governance, privacy, and measurement. You will hear what works and what to skip, learn from leaders who have shipped real programs, and test ideas in working sessions that turn concepts into action. Come with a few thorny use cases and leave with a shortlist of pilots, a scorecard that proves value, and an adoption plan your executives will back. The room brings together senior CX, digital, service, and operations leaders from enterprise and high-growth brands, so the conversations move fast and stay real. It is Miami, so yes, there will be sunshine, but the real heat is the exchange of ideas.
Core Themes
Foundation for scalable AI
Readiness first. Infrastructure, governance, knowledge, and talent aligned so innovation can scale without chaos.
Orchestrating AI with empathy
Design journeys where humans and AI work in sync, with clean handoffs and experiences that feel intuitive and respectful.
Culture as the multiplier
Turn resistance into resilience. Equip leaders and teams to adopt new tools with clarity, coaching, and confidence.
AI-powered efficiency and self-service
Use chatbots, agent assist, and automation to cut cost and time while keeping the customer experience strong.
Predictive personalization and data activation
Speakers &
Featured Attendees
Dr. David Weisman
Mike Egli
Brett Charobee
Bradly Sax
Ken Hoskins
Paulo Silva
Sarah Baker
Chris Basile
TS Balaji
Laura Turner
Alfredo Rojas
Hannah Scott
Guillermo Rodriguez
Mohit Ahuja
Agenda
1:10pm - 1:35pm
Keynote
What Makes a CX Practice a Success
This session will explore what top organizations who deliver outstanding customer experiences and leading business outcomes do to get there and the principles they follow to be consistently a customer and market leader.
1:40pm - 2:20pm
Panel
The AI Execution Gap: Why Strategy Fails Without Culture Change
AI may be the catalyst, but culture is the true differentiator. This discussion explores how CX leaders can move beyond pilot projects and make AI—and other emerging technologies—an integrated part of how teams think, work, and serve customers. The challenge isn’t the technology itself, but the behaviors, mindsets, and leadership needed to unlock its potential.
Leaders will share how they’re creating environments where experimentation feels safe, success is shared, and human creativity amplifies AI’s capabilities. The conversation will spotlight how culture and leadership determine whether AI becomes a driver of customer value—or just another stalled initiative.
Discussion Areas:
• How to recognize and remove cultural barriers that slow AI adoption
• Leadership behaviors that build confidence and trust in digital and AI-driven change
• Ways to blend human empathy with AI intelligence to elevate CX
• Approaches for leveraging technology to strengthen collaboration and drive measurable results
• How to create a culture where innovation becomes everyday practice
3:00pm - 4:00pm
Roundtables
Track 1: Evolution, Not Revolution: The AI Maturity Journey for CX
Adopting AI in customer experience isn’t a light switch - it’s a journey of continuous evolution. This roundtable introduces a practical maturity model that helps CX leaders progress from early automation to intelligent orchestration, while balancing readiness, compliance, data sovereignty, and cost. Alongside peer discussion, you’ll hear real-world lessons from a global support organization that has lived this journey firsthand.
You will leave with:
- A CX AI Maturity Model to benchmark your organization’s progress
- A simple “Level Up” assessment to identify and prioritize next steps
- Practical guidance to turn AI ambition into measurable CX outcomes
Track 2: Beyond the AI Buzz – Building Solutions That Stick
AI has become the headline act in customer experience, but flashy demos don’t always translate into lasting impact. This roundtable will dig into how leaders are separating hype from reality, the common pitfalls that stall adoption, and the practical strategies that make AI tools an asset rather than a burden. Expect a candid exchange of lessons learned, real success measures, and ideas for making sure AI actually works where it matters most, in the hands of your agents and customers.
3:00pm - 6:30pm
1:1 Meetings
4:10pm - 4:40pm
Interactive Session
The Hidden Pressures of Leading Customer Experience
Today’s CX and digital leaders are under immense pressure - expected to be strategists, innovators, crisis managers, and culture champions, often all at once. This highly interactive session explores the human side of leadership: the invisible stressors that come with driving exceptional customer experiences, digital innovation, and team performance.
We’ll unpack the real challenges you face - from balancing stakeholder demands, meeting escalating customer expectations, leveraging data and technology effectively, to preventing burnout within your teams. This session creates space for reflection, connection, and shared learning with your peers.
Come prepared to engage - your perspective may be exactly what someone else needs to hear.
4:45pm - 5:15pm
Sponsor Workshop
Why CX AI Projects Fail... and How to Make Yours Succeed
The AI boom is here, but results aren't matching the hype. Let's explore why so many CX AI initiatives fail to deliver on their promises, and what separates the few that truly succeed from the majority that never make it past the pilot phase.
6:30pm - 7:20pm
Cocktail Reception
7:30pm - 9:30pm
Gala Dinner
8:00am - 8:40am
Panel
Earning Customer Trust in the Age of Automation
Customers judge every automated moment on one thing: can I trust this? This discussion explores how CX leaders can design digital and AI-driven experiences that feel transparent, reliable, and human at every touchpoint. We’ll unpack what trust really means in automated interactions—and how to build it through clarity, control, and communication. Leaders will share how they’re designing experiences where technology empowers rather than alienates, and how clear guardrails, human fallback, and honest messaging can turn hesitation into confidence.
You will learn:
• How to design transparent experiences that build confidence and loyalty
• Ways to give customers control without adding friction
• How to measure and communicate trust in digital interactions
• Ways to measure trust and risk—not just cost and speed
• Techniques to humanize automation through clear, empathetic communication
8:40am - 9:10am
Keynote
From Foundations to Future: Building a CRM Engine for Predictive Growth
In today’s customer-centric world, CRM is no longer just about sending emails or tracking loyalty points - it’s about building a data-driven engine that powers every interaction. In this keynote, Brett Charobee will walk through the three stages of CRM maturity:
1. Foundational: Establishing baseline CRM capabilities (data, channels, measurement).
2. Scaling: Scaling personalization through segmentation, journeys, and testing.
3. Predictive: Unlocking predictive analytics and AI to deliver next-best actions and automated strategies.
Attendees will leave with a clear framework for advancing their CRM organization - no matter where they’re starting today.
9:20am - 12:10pm
1:1 Meetings
9:20am - 10:20am
Roundtables
Track 1: Evolution, Not Revolution: The AI Maturity Journey for CX
Adopting AI in customer experience isn’t a light switch - it’s a journey of continuous evolution. This roundtable introduces a practical maturity model that helps CX leaders progress from early automation to intelligent orchestration, while balancing readiness, compliance, data sovereignty, and cost. Alongside peer discussion, you’ll hear real-world lessons from a global support organization that has lived this journey firsthand.
You will leave with:
- A CX AI Maturity Model to benchmark your organization’s progress
- A simple “Level Up” assessment to identify and prioritize next steps
- Practical guidance to turn AI ambition into measurable CX outcomes
Track 2: Beyond the AI Buzz – Building Solutions That Stick
AI has become the headline act in customer experience, but flashy demos don’t always translate into lasting impact. This roundtable will dig into how leaders are separating hype from reality, the common pitfalls that stall adoption, and the practical strategies that make AI tools an asset rather than a burden. Expect a candid exchange of lessons learned, real success measures, and ideas for making sure AI actually works where it matters most, in the hands of your agents and customers.
10:30am - 11:00am
Future Focus Speakers
The Human Connection: Leading Teams to Deliver Service That Feels Personal
In today’s fast-paced, convenience-driven world, service excellence is no longer just about efficiency—it’s about creating genuine, human connections that leave a lasting impression. Exceptional customer experiences stem from teams who feel empowered, understood, and inspired, and that starts with leadership.
This panel will explore the critical role leaders play in fostering empathy, authenticity, and emotional intelligence across their teams. Panelists will share real-world strategies for coaching, motivating, and modelling behaviours that encourage team members to engage customers and guests in meaningful ways. Attendees will gain insights into how strong leadership cultivates trust, accountability, and a service mindset that resonates at every touchpoint.
Key takeaways include:
• Techniques for developing emotionally intelligent, customer-focused teams
• How leaders can model empathy and authenticity to inspire frontline behaviour
• Strategies for creating a culture where human connection drives loyalty and satisfaction
• Real-world examples of leadership practices that elevate the guest experience
11:05am - 11:35am
Interactive Session
Shark Tank
Ready to reimagine the future of CX? Work with your table to craft a bold new idea that solves real customer challenges - then pitch it Shark Tank–style. Be prepared to come with your best ideas.
12:35pm - 1:00pm
Closing Keynote
Stress Is Not Sustainable - Dealing With Today’s Burnout Reality
Employees are an organization’s greatest asset. Investing in their health and wellness is integral to employee engagement and is imperative to a successful patient experience. The organization’s ability to empower the employee and partner with them in all recognition and improvement efforts are critical. Hear how creating an organizational culture of wellness will positively impact the organization, improve the employee experience, and ultimately increase customer satisfaction.
Key Take-Aways:
- Fresh perspective on understanding the connection between employee and customer experience
- Insights on employee engagement, wellness and emotional support
- Framework to optimize wellness through effective communication, empathy and compassion
- Techniques to empower the voice of the employee
- Best practices to create powerful relationships between leadership and the workforce.
1:05pm - 2:10pm
1:1 Meetings
Why attend?
Connect with like-minded senior leaders for a curated agenda, focused on tackling your current business critical challenges and driving industry forward.
Be a part of exclusive shared learning, horizon scanning and actionable insights enabling organizations to deliver transformative strategies.
Build meaningful relationships with solution providers matched to your business priorities to help accelerate your projects and deliver your objectives.
Who
Attends?
