7:45 am
NETWORKING BREAKFAST: BUILD COMMUNITY CONTACTS
- Start your morning by engaging with fellow customer experience professionals.
- Build meaningful connections with your CX peers and industry colleagues over breakfast.
- Exchange insights, share emerging trends, and prepare for an exciting day of learning and collaboration.
8:45 am
WELCOME REMARKS FROM YOUR HOST
Gain an overview of the day’s sessions and discover how to make the most of your CX Summit experience. Set your intentions for the day, align with your professional goals, and get ready for an impactful event ahead.
9:00 am
CX KEYNOTE: DELIVERING CHAMPIONSHIP-LEVEL CUSTOMER EXPERIENCE
LESSONS FROM THE BRIGHT LIGHTS OF SPORTS, ENTERTAINMENT, AND FAN LOYALTY
Sports organizations don’t just create customers, they create fans, communities, and lifelong emotional investment. Walk back with strategies used by championship-chasing organizations and drive powerful business outcomes to:
- Build journey ecosystems that integrate partnerships, ticketing, events, and digital engagement into one seamless fan/customer experience.
- Use data-driven personalization to anticipate needs, enhance loyalty programs, and deepen lifetime value.
- Deliver customer success at scale through consistency, culture, and a relentless commitment to excellence.
Design unforgettable experiences that keep your customers emotionally invested long after each interaction ends.
9:30 am
CS EXCLUSIVE: DESIGNING TIMELESS VALUE
HOW MEDIA CONSUMPTION PATTERNS WILL SHAPE THE FUTURE OF CUSTOMER SUCCESS
In a world of infinite content and fleeting attention spans, only brands that create enduring value will earn long-term loyalty. Walk away with a strategic framework for turning your customers into lifelong advocates by predictive engagement to:
- Shift from reactive support to proactive relationship stewardship
- Decode behaviors that signal churn or deepened loyalty
- Orchestrate customer journeys across platforms digital, print, interactive, and emerging channels
Leverage your AI and automation to scale thoughtful, human-centric engagement.
10:00 am
INTERACTIVE NETWORKING SESSION: BUILD CONNECTIONS THAT COUNT
Expand your network by engaging with professionals who share your passion for customer experience and success. Participate in quick, structured conversations that make it easy to meet new peers, exchange insights, and spark meaningful collaborations. Join this lively session to:
- Connect with like-minded CX and CS professionals through guided introductions.
- Exchange perspectives, discuss challenges, and discover collaboration opportunities.
- Strengthen your network and gain fresh insights to enhance your professional journey.
10:30 am
INDUSTRY EXPERT: CX IS STILL HUMAN - AGENTIC AI JUST MAKES IT SMARTER
Elevate Your Agents. Protect Your Brand. Transform Your Outcomes.
AI isn’t here to replace agents – it’s here to supercharge them. Agentic AI transforms your contact centre from a reactive service hub into a proactive growth engine.
In this high-impact session, discover how organisations are:
- Automating low-value tasks to give agents time back
- Guiding live calls with real-time, context-aware insights
- Turning conversations into structured, actionable data
- Scaling AI responsibly with built-in trust, compliance, and governance
Smarter service. Safer AI. Better business outcomes – at scale.
11:00 am
EXHIBITOR LOUNGE: EXPLORE SOLUTIONS & MEET INDUSTRY INNOVATORS
- Explore Visit partner displays to experience innovative tools and platforms firsthand.
- Discuss your CX challenges with experts and receive tailored recommendations.
- Schedule one-on-one consultations for actionable insights and best practices.
11:30 am
CASE STUDY: MASTERING OMNI-CHANNEL RETAIL
DELIVERING SEAMLESS CUSTOMER EXPERIENCES IN A CONNECTED WORLD
Customers expect seamless and consistent experiences across every touchpoint. Unpack your operational frameworks to drive successful omni-channel transformation and:
- Design omni-channel journeys that truly reflect customer needs
- Use data, CRM, and intelligence to personalize every interaction
- Build cross-functional teams that enable operational excellence
- Leverage performance metrics to optimize resources and improve CX
Create your agile, customer-focused organization capable of long-term success
11:30 am
CASE STUDY: AI-POWERED CUSTOMER SUCCESS
HOW HUBSPOT IS REDEFINING THE CUSTOMER EXPERIENCE
AI is transforming how customer success teams operate and get faster response times. Integrate AI into every stage of the customer journey to
- Identify churn risks and upsell opportunities before they happen.
- Use generative AI to deliver tailored communications and success plans for every customer.
- Balance automation with authenticity to elevate human performance, not replacing it.
- Turn customer insights into proactive engagement strategies.
Build trust through transparency, consent, and customer data integrity for responsible and ethical AI in your CX
11:30 am
ELEVATE CX ACROSS DISCOVERY, ENGAGEMENT, AND CONVERSION WITH MODERN ML INFRASTRUCTURE
BUILDING SCALABLE ML SYSTEMS THAT POWER NEXT-GENERATION DIGITAL EXPERIENCES
Delivering meaningful, personalized digital experiences requires more than surface-level analytics. Design machine learning systems that understand intent and predict needs. Master success factors to:
- Build ML systems that materially improve digital CX
- Accelerate innovation to feature stores and model platforms
- Navigate why scalable compute is essential for real-time AI interactions
Translate data into your measurable business growth with appropriate ML investments
12:00 pm
INDUSTRY EXPERT: EXPAND CX IMPACT THROUGH STRATEGIC OUTSOURCING
ENHANCING GLOBAL REACH AND SERVICE QUALITY WITH SCALABLE CX MODELS
Delivering great CX on a scale requires adaptability and multilingual support across regions. Outsource your service while maintaining consistency and excellence to:
- Build resilient CX operations through trusted BPO partnerships.
- Implement scalable models that support multiple geographies and languages.
- Integrate AI solutions to enhance efficiency and customer satisfaction.
Adopt innovative outsourcing frameworks to expand your reach, improve service delivery, and elevate customer engagement worldwide.
12:00 pm
INDUSTRY EXPERT: SCALE SUPPORT WITH INTELLIGENCE
REIMAGINING GLOBAL CUSTOMER SUCCESS WITH AI-DRIVEN SERVICE MODELS
Scaling support without losing quality has become mission critical. Leverage AI-powered systems to empower human agents and turn support into a key driver of innovation and loyalty. Create an action plan to:
- Equip agents with real-time intelligence to deliver faster, more accurate solution
- Personalize support experiences for a diverse, global user base.
- Transform traditional service operations into engines of customer retention and growth
Build a future-ready customer success model that scales intelligently while keeping the human connection at its core.
12:00 pm
INDUSTRY EXPERT: FROM CONTENT TO CONVERSION, UNLOCK THE POWER OF DIGITAL ENGAGEMENT
CREATE HIGH-PERFORMING DIGITAL CONTENT TO CAPTIVATE CUSTOMERS, AMPLIFY ENGAGEMENT, AND FUEL SUSTAINABLE BUSINESS GROWTH
Digital and video content can transform how customers connect with your brand and deeper engagement at every stage of the journey. Elevate your CX, streamline your sales funnel, and accelerate growth to:
- Maximize the impact of every asset by ensuring all digital content has a clear purpose tied to customer needs and business outcomes.
- Build content from real customer insights by identifying pain points to design experiences that reduce friction and increase satisfaction.
- Create content that resonates and lasts, strengthens emotional connection, and drives long-term loyalty.
Boost efficiency and conversion by using your digital content to automate education, shorten decision cycles, and guide customers more effectively.
12:30 pm
NETWORKING LUNCH: ENGAGE IN INDUSTRY CONVERSATIONS
- Meet dynamic speakers and gain insights on the latest customer experience trends.
- Strengthen your network and build meaningful professional connections.
- Enjoy great food and conversation with your peers in the CX community.
1:30 pm
EXHIBITOR LOUNGE: DISCOVER BOOTHS & WIN REWARDS
- Explore a range of partner booths and experience the latest CX innovations firsthand.
- Enter prize draws for your chance to win exclusive rewards.
- Access special offers and event-only content from leading solution providers.
2:00 pm
LUNCHON KEYNOTE: CX AND CS BEYOND THE DASHBOARD
HOW AI AND DECISION SCIENCE ARE REDEFINING DIGITAL CUSTOMER EXPERIENCE
Every click, scroll, and purchase tells a story, but are you really listening? Turn complex data into simple, actionable intelligence that transforms customer experience. From predicting churn to shaping behavior in real time, connect the science of data with the art of experience with:
- Predictive analytics and AI to anticipate and exceed customer expectations.
- Big data transformation into fast, confident, customer-focused action.
- Machine learning and behavioral data to create meaningful, relevant experiences across channels.
Balance automation and empathy to deliver smarter, more human digital interactions.
2:30 pm
INDUSTRY EXPERT: UNLOCK THE POWER OF AI TO TRANSFORM CUSTOMER AND EMPLOYEE EXPERIENCES
HARNESSING INTELLIGENT AUTOMATION TO DELIVER VALUE ACROSS THE ORGANIZATION
AI is reshaping the way organizations create experiences; both for customers and employees. Align CX and EX through intelligent systems that enhance productivity and engagement with practical steps to:
- Build an AI framework that aligns with customer and business priorities.
- Use predictive insights to personalize interactions and improve satisfaction.
- Accelerate productivity through data-driven decision-making and automation.
Position your organization for long-term success by integrating AI strategies that empower people and deliver measurable outcomes.
2:30 pm
INDUSTRY EXPERT: FROM AUTOMATION TO AUTONOMY
ADVANCING CUSTOMER SUPPORT WITH NEXT-GENERATION AI SYSTEMS
The shift from traditional automation to intelligent, autonomous AI is transforming customer success. Analyze context and make decisions at scale. Take back practical methods to:
- Identify areas where autonomous AI can add measurable impact.
- Use real-time data to drive smart, goal-oriented agent behavior.
- Balance human expertise with AI decision-making to enhance efficiency.
Move beyond your routine automation and embrace intelligent systems that learn, adapt, and evolve to deliver exceptional customer outcomes.
2:30 pm
INDUSTRY EXPERT: JOURNEY INTELLIGENCE THROUGH KPIs THAT IMPROVE ENGAGEMENT, CONVERSION, AND LOYALTY
HOW TO INSTRUMENT KPIS THAT IMPROVE EVERY STAGE OF THE DIGITAL CUSTOMER JOURNEY
The shift from traditional automation to intelligent, autonomous AI is transforming customer success. Analyze context and make decisions at scale. Take back practical methods to:
- Identify areas where autonomous AI can add measurable impact.
- Use real-time data to drive smart, goal-oriented agent behavior.
- Balance human expertise with AI decision-making to enhance efficiency.
Move beyond your routine automation and embrace intelligent systems that learn, adapt, and evolve to deliver exceptional customer outcomes.
3:00 pm
FIRESIDE: DIGITAL EVOLUTION IN MARKETING AND COMMUNICATIONS
NAVIGATING BRAND STRATEGY AND ENGAGEMENT IN A CONNECTED WORLD
Marketing and communication are rapidly evolving as digital ecosystems expand. Adapt strategies to connect with diverse audiences, strengthen brand identity, and drive growth to:
- Integrate digital and traditional media for stronger brand visibility.
- Develop long-term strategies that evolve with shifting consumer behaviors.
- Leverage new technologies to enhance engagement and business performance.
Thrive in a changing marketplace by embracing your digital transformation that empowers both brands and audiences
3:00 pm
PANEL: DRIVING SUCCESS THROUGH MEASURABLE IMPACT
REDEFINING METRICS THAT MATTER IN CUSTOMER SUCCESS
Customer success is an ongoing process of learning, adapting, and delivering consistent value. Transform measurement into a continuous improvement tool that accelerates growth to:
- Define outcome-based metrics that align with organizational goals.
- Establish input measures that directly influence customer results.
- Monitor key success indicators to identify gaps and opportunities.
Build your data-backed customer success framework that promotes transparency, alignment, and measurable impact across your organization.
3:00 pm
EXHIBITOR LOUNGE: ATTEND VENDOR DEMOS & CONSULT CX EXPERTS
- Enjoy exclusive sponsor demos and experience the next level of contact centre innovation firsthand.
- Meet one-on-one with leading solution providers to discuss organizational hurdles.
- Brainstorm solutions and gain new perspectives and ideas.
3:00 pm
PRESENTATION: CRAFT CX THAT ARE AS STRATEGIC AS THEY ARE MEMORABLE
DRIVING GROWTH, ENGAGEMENT, AND LOYALTY THROUGH DATA-DRIVEN MARKETING
In a world where customer expectations evolve faster than ever, delivering an exceptional experience isn’t just nice, it’s critical for growth. Create seamless, engaging, and revenue-driving customer journeys to:
- Align cross-functional teams in marketing, digital, and sales to deliver unified customer experiences.
- Use insights to inform personalized, relevant, and impactful customer interactions.
- Orchestrate brand, content, eCommerce, and ticketing touchpoints for maximum engagement.
- Turn customer experience investments into measurable growth and loyalty.
Turn Innovation in your action with campaigns and programs that transform fan and customer engagement.
3:30 pm
CASE STUDY: ENGAGING GEN Z THROUGH CUSTOMER EXPERIENCE
REIMAGINING PUBLIC SERVICE FOR A NEW GENERATION
Gen Z expects authenticity, speed, and social relevance in every interaction. Evolving your communication strategies to meet the expectations of this digitally native generation. Design experiences that speak your client’s language, reflect their values, and drive deeper engagement to:
- Build social-first communication strategies that connect with younger audiences.
- Create messaging that is relatable, inclusive, and community-driven.
- Use both traditional and emerging channels to strengthen engagement and trust.
Deliver experiences that resonate with Gen Z and shape lasting, meaningful relationships for the future.
4:00 pm
CLOSING KEYNOTE: REDEFINING CX AND CS FOR THE MODERN LANDSCAPE
LOOKING BEYOND METRICS TO RECONNECT WITH HUMAN INSIGHT
In an era filled with frameworks, KPIs, and automation, the true essence of customer experience and success can get lost. Challenge conventional thinking by examining how overreliance on systems and data can limit creativity and empathy. Bring a more human-centered perspective into your strategy to:
- Rethink common CX and CS frameworks to focus on genuine understanding.
- Recognize where metrics and automation may obscure customer realities.
- Reintroduce reflection and critical thinking into data-driven decisions.
Shift from numbers to nuance by creating strategies grounded in empathy, context, and real connection.
4:30 pm
CLOSING COMMENTS FROM YOUR HOST
Reflect on today’s discussions and insights as we wrap up an impactful day of learning. Review key takeaways, highlight strategies to implement in your work, and preview the exciting sessions ahead for Day 2.
5:00 pm
EVENING RECEPTION: ENJOY GREAT CONVERSATION, MUSIC & NETWORKING
- Unwind and relax with refreshing cocktails after a productive day of sessions.
- Enter to win prizes by scanning your badge at participating exhibitor booths.
- Connect and celebrate with your new peers while exploring the best of Toronto’s evening scene.
Take this opportunity to enjoy good company, great music, and meaningful connections before gearing up for another exciting day.
6:00 pm