Agenda

A seismic shift is underway, driven by customers who expect more and technology that is redefining what’s possible. Join Medallia leadership for an inside look at the vision and momentum defining what comes next, and how you can thrive in the evolution ahead.

• [Workshop] AI That Fits: Mapping the Right Use Cases for Every Role
• Beyond NPS: The Next Generation of CX Measurement
• CX Reimagined: Mazda’s Shift to Culture, Connection & Real Business Impact
• The New CX Operating Model: Powering Agentic AI with Deep Customer Intelligence
• Financial Services & Insurance Forum: A Practical Path to Modern CX
• CX That Pays Off: Achieving and Demonstrating ROI

• Evolving CX into a Center of Impact at Santander
• Advancing Text Analytics with GenAI-Powered Insights
• Digital First: A Novel Approach to Building Omnichannel Listening
• Beyond Efficiency: How Frontline-Ready AI™ Changes the Game
• State of CX 2026: Inside the Numbers and the Nuance
• [Workshop] Break Through the CX Unknown with Conversations and AI
• Retail Forum: A Practical Path to Modern CX

• Enabling “Customer at the Heart”: From Feedback to Action at PG&E
• Modernizing CX Across Business Models
• Navigating the CX Obstacle Course: BAC’s Journey to Reinvent Banking
• Lessons in GenAI Adoption, from Buy-In to Breakthrough with United Rentals
• [Workshop] Rethinking CX: How to Listen Across Every Customer Touchpoint
• Silence, Overtalk, and the Hidden Audio Clues Driving Negative Experiences
• Hospitality Forum: A Practical Path to Modern CX, Sponsored by ComOps

CX leaders take the stage to share how they turn insight into influence and are moving their organizations forward. Through candid conversations, you’ll hear what sparked momentum, what mattered most, and why progress is possible at any stage. The message is simple: you don’t need to have it all figured out to start leading change.

These teams pushed past convention, shifted mindsets, and reimagined how value is delivered. Discover the pivotal moments, decisions, and practical lessons that paved the way for transformation and unlocked lasting impact.

• Healthcare & Life Sciences Forum: A Practical Path to Modern CX
• Breaking Down Silos: How Brands are Uniting CX & EX for Greater Impact
• [Workshop] Translating CX into Dollars
• Digital Innovation at Scale: Turning Emerging Tech into Business Impact
• Advancing Text Analytics with GenAI-Powered Insights
• Maersk & Ipsos: Activating B2B CX at Scale to Deliver Tangible Results
• Turning Active Listening into Action at Santalucía

• [Workshop] How to Advance CX Maturity: From Collecting Signals to Taking Action
• Measuring CX ROI to Prioritize What Matters Most with CIBC
• Omnichannel CX in Action with Albertsons
• [Workshop] Elevating Your Inner Loop
• One Journey, One Voice in CX and Contact Centers
• Technology & Industrial Forum: A Practical Path to Modern CX

• Turning Insights Into Impact: The Power of Storytelling in CX
• [Workshop] From Insight to Impact: Closing the Loop Across Digital Channels
• Scaling What Works: Vuori’s Customer-Driven Store Playbook
• Tracing the Real Reason Behind a Call

Alison Levine, leader of the first American Women’s Everest Expedition, brings lessons forged at extreme altitudes, where clarity and decisive action are the only path forward. She connects high-altitude decision-making to the realities facing CX leaders today: navigating uncertainty, uniting teams, and making progress that actually moves the needle. Expect a high-energy push to lead boldly and make transformation happen.