Navigating what’s next: Leadership lessons in a changing world
Opening keynote: Leaders who navigated disruption and transformation share insights on building resilient teams and making every connection count in an era of constant change.
How to lead when AI changes everything. Discover the new leadership model for the AI-powered era—where emotional intelligence, curiosity, and resilience become your ultimate differentiators.
The three-year patient experience blueprint with Intermountain Health
Intermountain Health's PX maturity blueprint: how PX Accelerators turn data into local action, what didn't work, where they started over, and the governance that kept transformation on track.
Corewell Health unified legacy systems across regions using the Health Experience Index. See their process for moving from fragmented data to a unified system that drives patient excellence.
HCAHPS journey of innovation at New York Presbyterian
NewYork-Presbyterian unified 16+ programs into one engine for change. See their digital report cards, advisory councils, and "Distance to Next Star" framework that keeps teams moving toward better care.
How Marriott unified guest signals across every channel
Marriott unified contact center, VOC, digital, and in-stay signals into one view. See how they exposed hidden friction through data consistency and built the operating model that drives frontline action.
Capturing buyers and browsers CX feedback via geo-fencing
Abercrombie geo-fences stores to capture instant feedback from buyers and browsers. Learn how real-time insights from both groups drive store improvements, highlight top associates, and boost sales.
TruGreen evolved from scattered feedback to an omnichannel engine analyzing 500M signals annually. See how they use agentic AI to bridge knowing and doing—turning passive listening into closed-loop action.
Stop just listening. Start operationalizing. See how AI identifies workforce insights and triggers real-time action at every level—transforming employee experience into business advantage.
Employee listening is at its most radical pivot point. See the roadmap for what's next: the shift from reactive metrics to predictive AI insights and the ethical questions leaders must address now.
Salesforce & Qualtrics: The shift to agentic listening
Traditional surveys hit their limit. Agentic Listening uses AI agents that conduct dynamic conversations—listening and following up in real time to finally uncover the "why" behind how people feel.
The mirror and the lens: Truth through synthetic panels
Respondent fatigue is limiting traditional research. Jordan Harper reveals how Edge Audiences—synthetic panels trained on years of data—resist bias, avoid fatigue, and discover insights humans miss.
When teams duplicate research and insights vanish into dashboards, decision-makers fly blind. Learn governance structures that centralize intelligence and turn research into strategic action.
Move from slow, after-the-fact VoC to always-on research. Capture silent churners in real time and build a modern XM program that proves ROI to executives.
20+ synthetic data pilots revealed: what works, what doesn't, and traps to avoid. Honest lessons from researchers using these tools daily. Walk out ready to move faster without losing quality.
Samsara builds a category defining CX program in one year
Samsara transformed CX in one year. See their 90-day launch roadmap, the three critical wins that unlocked financial value, and AI strategies that turned CX into a growth engine.
Stop guessing your CX program's potential. The Value Curve framework shows realistic ROI at each maturity stage and the specific habits high-velocity teams use to prove worth to the C-suite.
Washington State's connected government blueprint: how they centralized services into one resident portal, mapped cross-agency journeys, and built feedback systems that surface and bridge experience gaps.
Booking.com converts AI insights into systemic change
Prioritizing which customer problems to fix is the ultimate CX challenge. Booking.com's "Outer Loop" solves it with AI. See their framework—plus agentic tests.
How Michigan State Police balances trooper safety with operational demands using workload assessment. See their data-driven approach to resource allocation, reducing fatigue, and preventing burnout.
How Banco Macro turned customer happiness into measurable revenue. They'll show you the AI correlations, automated workflows, and digital analytics that prove CX drives profit—not just satisfaction.
