A new era of customer experience is upon us — one that utilizes both AI and human support to deliver personalized experiences which foster stronger customer loyalty. Join Joseph Ansanelli, CEO of Gladly, to learn how to tap into the combined power of people and AI to deliver radically personal customer service.

Joseph Ansanelli

CEO, Gladly

Join us for a dynamic fireside chat between Allbirds co-founder, Joey Zwillinger, and Gladly CEO, Joseph Ansanelli as they discuss the role of CX and its impact and importance across the business — from finance to ops and product. You’ll hear how Joey views customer service as a true value center for the business, along with strategies to enhance your support organization's performance with emerging technologies like AI. Plus, preview what’s next for Allbirds to see how Joey envisions customer service continuing to drive their company forward.

Joey Zwillinger

Co-Founder, Allbirds

Brands today are walking a tightrope of having to grow the business while being asked to do so with less budget and resources. How can teams effectively scale operations without scaling costs, and how can they maintain a level of connection and personalization with customers as they do it? This panel of CX experts will share how they’re able to increase efficiency without growing costs by consolidating their tech stack and streamlining their team.

• Discover game-changing strategies and practical solutions to amplify your support team's effectiveness without the expense surge.
• Learn how to redefine scalable support strategies without compromising personalization and quality.
• Gain insights into the strategic reduction of tech stacks and the benefits of a unified platform for comprehensive CX management.

John McCahan

Vice President of Customer Care, FTD

Christina Sheehan

Associate Director, Crate&Barrel

Simas Tamosaitis

Director of Sales and Services, SelectBlinds

Every customer interaction presents an opportunity to cultivate a meaningful relationship, but ensuring authenticity across both digital and physical realms can have its challenges. Join us for a fireside chat with Chief Retail Officer, Kim Heidt, as we uncover how she’s fusing the traditional ethos of customer service with innovation at Tecovas. Drawing from her years of experience at the intersection of retail and digital, Kim will share strategies for building authentic relationships centered around why customers seek assistance, not how to deflect them, how to stay resilient and dedicated to your team and customers even during unforeseen challenges, and more.

Kim Heidt

Chief Retail Officer, Tecovas

Joseph Ansanelli

CEO, Gladly

To meet growing customer expectations and evolving business needs, brands need modern customer service teams that are rooted in innovation. It’s the pivotal role of CX leaders to champion a culture of change by advocating for customer-centric strategies that drive this innovation.

Join us for an exclusive event spotlighting the trailblazers paving the way for change across their industries and challenging the status quo within their organizations. By sharing success stories, best practices, and the tangible benefits of customer-focused initiatives, this session will inspire and empower fellow CX leaders to become change agents within their organizations, fostering a new era of customer service.

Mike Beaubrun

Director, Global Head of Customer Experience, Condé Nast

Stephanie Kalch

Senior Director of Customer Service, Samsonite

Leslie Nelson

Senior Director of Digital Client Experience, Holly Hunt

Creating memorable service moments is critical to the success of any business. And finding that delicate balance of high touch and high tech is the key to making them actionable, measurable, and repeatable over and over again. Join Louie Gravance as he draws on over 25 years with the Walt Disney Company to illustrate how service is truly your most indispensable superpower in today’s crowded and dynamic market, and reveal the seven secrets to harnessing it for lasting success.

Louie Gravance

Former Leader, Walt Disney Company

Through external challenges, evolving customer expectations, technological shifts, and macroeconomic pressures, Nordstrom has remained a benchmark for exceptional customer experiences.

Join Jim Gallagher, Vice President of Customer CARE & Fraud, as he shares about Nordstrom’s dedication to crafting effortless and delightful service experiences. Dive into the principles that underpin the company’s customer-centric approach and learn how to transform your CX from a cost center to a value center. From redefining the future of CX to harnessing the power of AI in driving proactive support, Jim’s session promises to inspire and empower organizations to elevate their standards of service.

Jim Gallagher

VP of Customer Care & Fraud, Nordstrom

AI is here, and while some brands are considering how it fits into their strategy, others are already hard at work implementing it in their day-to-day. Hear practical strategies and personal experiences from leaders on what prompted their entry into the world of AI — how they approached it within their organizations and how they’ve been applying it across their teams. From discovery to implementation and daily use, we’ll explore how AI is the best sidekick in helping support teams streamline, scale, and grow customer loyalty.

Danny Cox

VP of Guest Experiences, Breeze Airways

Mandi Geary

Director of Customer Care, BSN Sports

Lauren Inman-Semerau

Head of Customer Experience, Rothy’s