SESSIONS
Fuel your growth
MARCH 24-26, 2025 WYNN LAS VEGAS
Fuel your growth
MARCH 24-26, 2025 WYNN LAS VEGAS
Sessions List
Check back for updates! More sessions coming soon…
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Topics
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Industries
Breaking Down Silos: Practical Tips for Integrating Your CX & EX Strategies
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...
Build Thriving Companies by Treating Employees as Internal Customers
A critical shift in mindset is happening across leading organizations — viewing employees not merely as workers, but as internal customers whose needs and expectations ...
Building a Company Culture That Delivers on Its Brand Promise
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...
Building Trust in Government: Efficient and Effective Service Delivery
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...
Celebrity Keynote: Will Guidara
Join Will Guidara for an inspiring session on the transformative power of “Unreasonable Hospitality.” Discover how adopting a hospitality-driven mindset can f...
Creating a Global Customer Experience for 40 Million Customers
In 2022, the HSBC Wealth and Personal Banking CX model launched, built on the pillars Culture, Measurement, and End-to-End Journeys. In just two years, 90,000 staff now h...
Demonstrating CX Value: Strategies to Showcase Impact and ROI
Uncover how organizations across industries demonstrate the financial value of their Experience programs. Learn how to create compelling value stories, tackle common chal...
Developing CX Maturity, Creating a Roadmap, and Driving CX ROI
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...
Driving Action with Digital Experience Analytics
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 ...
Driving Commercial Outcomes through CX
Customer Experience Management must evolve from reactive pain point management to driving measurable business impact. This session introduces a bold, commercial approach ...
Expert Panel
Join leading CX visionaries as they explore the future of experience, discussing AI’s impact, loyalty strategies, and innovative ways to forge deeper connections with c...
From Customer-Obsessed to Industry-Leading CX
Discover how Prudential Financial, Forrester’s “Customer-Obsessed Enterprise Award” winner, is building on its 150-year legacy and foundation of customer obsession ...
Handling the Heat: How Frontline Teams Win High-Stakes Moments
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...
Insights to Action: Client-Centric Decisioning for Business Success
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:
...Keynote and Customer Panel: The Power of "Fusing" CX and EX
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...
Leveraging Predictive Account Health to Mitigate Churn
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...
Locking in Loyalty: Key Insights from Medallia & Ipsos Research
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 ...
Loyalty Unlocked: The Art of Winning Lifelong Customers
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...
Masterclass: Beyond Surveys - Broadening Your Feedback Collection
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...
Masterclass: Designing Impactful Surveys
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...
Masterclass: High Stakes, High Returns with Closed Loop Systems
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, measure e...
Masterclass: High Stakes, High Returns with Closed Loop Systems
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, measure effectiveness, and find out ...
Masterclass: Raising Your Reporting Game
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 ...
Masterclass: Text Analytics 101
Unlock the power of text analytics! This session is designed for those who want to explore the building blocks of a strong text analytics program, including best practice...
Masterclass: Text Analytics 201
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...
Mastering Digital CX: Insights from Leading Brands
Customer interactions are shifting online, making flawless digital experiences crucial for attracting and retaining users. Yet, creating these experiences is challenging ...
Opening Keynote
Kick off the conference with inspiring leadership insights, exceptional customer success stories, and a look into the innovations that empower you to exceed expectations ...
Orchestrating Seamless Cross-Channel Experiences
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...
Panel Luncheon: Raising the Bar for Social Impact
All are welcome to listen and learn from a panel of leaders building exceptional programs around Diversity, Sustainability, and Philanthropy. Discover how these vital impact areas intersect to help...
Text Analytics: The Unsung Hero to Propel Your Business Forward
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...
The Untapped Secret to CX Success: Aligning EX and CX
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...
Thriving Experience Ecosystems Begin in the Contact Center
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 Factor: Elevating Experience and Loyalty in the Digital Age
Trust is the key to building lasting patient and clinician experience in today’s fast-evolving healthcare landscape. As digital transformation reshapes expectations...
Turning Athletes into Advocates Through Closed-Loop Feedback
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....
Unlock the Power of Frontline Teams: Small Insights, Big Results
Discover how democratizing data empowers frontline teams, simplifying reporting drives smarter decisions, and actionable insights create meaningful change — even from s...