SESSIONS

Organizations understand the need to deliver its brand promise to customers. However, most companies only focus on capturing the customer point of view and miss out on understanding what internal o...

A critical shift in mindset is happening across leading organizations — viewing employees not merely as workers, but as internal customers whose needs and expectations ...

Alignment between your brand and culture is critical to deliver on your brand promise. When your organization’s internal mindset and actions reinforce how it’s percei...

To build trust, government leaders are adopting a human-centered approach that emphasizes efficient, effective, and frictionless service delivery. This panel will explore the power of listening and...

Join Will Guidara for an inspiring session on the transformative power of “Unreasonable Hospitality.” Discover how adopting a hospitality-driven mindset can transform ordinary transactions into...

To help customers and prospects improve their overall experience, you have to provide an opportunity for everyone to share their voice. Real-time listening solutions with QR codes help meet everyon...

Uncover how organizations across industries demonstrate the financial value of their Experience programs. Learn how to create compelling value stories, tackle common chal...

DHL Supply Chain, a global logistics company, operates in over 220 countries and territories worldwide. DHL has a strong focus on customer innovation, and as such, experi...

Find out how Medallia’s unique AI-powered Digital Experience Score reveals real-time, actionable insight into your visitors’ needs. Learn how to create an integrated ...

Customer Experience Management must evolve from reactive pain point management to driving measurable business impact. This session introduces a bold, commercial approach ...

With rapidly changing consumer behavior and evolving technology, CX is on the precipice of incredible change. With omnichannel insights, conversational intelligence, and ...

Discover how Prudential Financial, Forrester’s “Customer-Obsessed Enterprise Award” winner, is building on its 150-year legacy and foundation of customer obsession ...

PLDT’s customer experience journey has been one of commitment, action, and measurable progress — moving from double-negative to double-positive Net Promoter Scores. Discover how a relentless fo...

Imagine a customer with a ticket issue minutes before a concert, a renter facing a moving-day nightmare, or a policyholder with urgent financial questions. These high-stakes moments require empathy...

Join us to explore how the Department of Defense (DoD), the world’s largest employer, is transforming mission delivery with user-centered design thinking and innovative CX strategies. Don’t mis...

Behind every care journey is a smarter, more connected experience. CVS Health is harnessing behavioral and operational insights through innovative intelligence to turn fragmented data into life-cha...

In today’s fast-paced business environment, CX teams must deliver insights that can shape real-time decisions and drive growth. Join CIBC as we explore how to:

– Align CX insight...

Denise Lee Yohn explores how integrating brand and culture boosts competitiveness, creates value, and prepares your business for the future — followed by an all-star cu...

Bringing together signals from across the customer journey, McKesson used Predictive Account Health to build a model to determine churn risk for each customer, categorizi...

What’s standing in the way of aligning brand and culture? Often, it’s a siloed experience strategy bogged down by outdated practices, legacy tech, and overly complex surveys programs. In this s...

Customer loyalty is unquestionably a top priority. But doing it well involves answers to tough questions: How is loyalty measured? What parts of an experience can either ...

In today’s fiercely competitive market, earning customer loyalty is no easy feat — a single negative experience can drive a customer away for good, making CX essentia...

While surveys are a helpful feedback tool, they can no longer be the sole source of feedback. Learn how to capture feedback beyond surveys and understand your customers a...

Creating a survey that delivers actionable insights starts with measuring what matters most. By tailoring your survey to align with specific goals, you can uncover deeper...

When it comes to CX, your winning hand is how you take action! Turn closed-loop feedback into a game-changing advantage. Explore inner and outer loop processes including the new Smart Response func...

Identifying and surfacing actionable insights throughout your organization is paramount to the success of your program. Learn how to create persona-specific reporting strategies using Medallia’s ...

Build on your text analytics foundation to unlock greater impact with advanced reporting techniques. In this session, discover how to move beyond simple text analytics me...

Customer interactions are shifting online, making flawless digital experiences crucial for attracting and retaining users. Yet, creating these experiences is challenging ...

Great CX starts with listening — but if you only hear survey data, you’re missing the full story. We’ll dive into how teams are evolving from survey-heavy programs to omnichannel insights, us...

Changing consumer behavior and rapidly advancing technology are pushing customer experience management to a pivotal turning point. Organizations have an incredible opportunity to elevate CX as a co...

Learn how to craft seamless, cost-effective journeys that keep customers engaged across channels. Find out how leading brands measure the impact of online self-service, e...

Luncheon is open to all attendees. Pre-registration encouraged to reserve your seat.

All are welcome to listen and learn from a panel of leaders building exceptional programs around Diversit...

Learn how Walmart transforms retail by enhancing every customer touchpoint. From building innovative programs to leveraging NPS, personalization, AI, and data analytics, discover how Walmart drives...

Discover how Verizon Business Group, in partnership with KPMG, transformed its Customer Experience model by developing an actionable, value-based strategy and roadmap to achieve CX performance goal...

Discover how customer and employee verbatims in surveys, calls, chats, tickets, and social help you diversify your feedback programs and accelerate actions to increase sa...

Discover how integrating Employee Experience (EX) and Customer Experience (CX) drives business success. In this fireside chat, learn what EX truly entails, why it’s essential for CX, and a high-l...

In today’s experience-driven world, healthcare goes beyond patient care. We’ll crack the code on how to bring a more comprehensive CX perspective to the contact c...

Trust is the key to building lasting patient and clinician experience in today’s fast-evolving healthcare landscape. As digital transformation reshapes expectations...

Discover how DICK’S Sporting Goods developed an omnichannel closed-loop feedback program using Medallia to create personalized, efficient customer interactions that focus on specific experiences....

In this session we will delve into the world of understanding customer desires through market research.

We will explore:

– How to spot emerging trends, underserved segments, and...

Discover how democratizing data empowers frontline teams, simplifying reporting drives smarter decisions, and actionable insights create meaningful change — even from s...