11:00 AM
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Keynote Theater 130 minsConsistently delivering exceptional experiences at enterprise and global scale can no longer be a nice-to-have -- it's a must-have that requires structural and systemic change at the DNA level. Introd ...
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11:45 AM
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Keynote Theater 130 minsExplore how people analytics and emerging technologies are transforming the workplace in this session led by leading expert, author and employee experience strategist Dr. Kalifa Oliver. Dive into data ...
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12:30 PM
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Keynote Theater 130 minsUsing lessons from under the Golden Arches and most recently with the beverage-led test concept CosMc's, Kieran will share how designing a frontline EVP for targeted CX outcomes can help your organiza ...
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1:15 PM
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Keynote Theater 130 minsAI is revolutionizing the travel industry—from hyper-personalized itineraries to seamless booking experiences. Christine Maguire of Tripadvisor will discuss how leading companies are leveraging AI to ...
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2:00 PM
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Keynote Theater 130 minsIn this keynote we’ll explore practical applications, emerging trends, and what CX professionals need to know to stay ahead. The future isn’t coming—it’s already here.
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2:45 PM
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Keynote Theater 130 minsYum! Brands’ Nobel Kuppusamy, Director, Software and Artificial Intelligence, and Omilia’s VP of Business Development, Quinn Agen, will discuss AI-driven voice ordering at Taco Bell drive-thrus. They will share their 2+ year journey—from vendor selection to scaling—covering key lessons and challenges. Quinn will provide insights into the tech stack, model tuning, and best practices that enabled successful deployment. Nobel will reveal how Taco Bell uses Omilia’s Voice AI to deliver fast, human-like drive-thru experiences that boost customer satisfaction and sales through smart upselling. It also reduces staff workload, improves service quality, and contributes to lower employee turnover and strong store performance.
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11:00 AM
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Keynote Theater 130 minsDiscover how data drives customer-centric digital strategies in this insightful session. Learn to harness data for personalized experiences, improved decision-making, and competitive advantage. Explor ...
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11:45 AM
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Keynote Theater 130 minsAgentic AI is transforming customer experience by automating tasks, enhancing data-driven decisions, and improving efficiency. This session will explore practical applications of agentic AI that deliv ...
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12:30 PM
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Keynote Theater 130 minsThis session explores the transformative power of customer experience (CX) design, highlighting how to turn valuable insights into actionable strategies. It will cover tools, and methods to optimize c ...
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1:15 PM
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Keynote Theater 130 minsOptimizing self-service and transforming the guest journey requires strategic automation, intuitive digital solutions, and seamless integration across touchpoints. By leveraging AI, chatbots, and self-help tools, businesses can empower guests with quick resolutions while reducing operational costs. Enhancing accessibility and personalization fosters a frictionless experience, boosting satisfaction and loyalty. The key is balancing efficiency with human support, ensuring guests feel valued while navigating a streamlined, hassle-free journey.
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2:00 PM
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Keynote Theater 130 mins
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2:45 PM
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Keynote Theater 130 minsBreaks down how the Educate, Defend, Grow framework aligns with an embedded buildout, customer behavior, and campaign strategy—without requiring CAC or internal lift. Explores how financial institutions are unlocking long-term value by embedding insurance into the digital experience their customers already trust. This model offers a roadmap from awareness to advocacy.
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