NORTH AMERICA'S PREMIER INVITATION-ONLY EVENT FOR
SENIOR CUSTOMER EXPERIENCE LEADERS IN RETAIL
23 - 24 September, 2025
| Chicago, USA
Agenda Day 1
7:30 am - 8:30 am
Registration & Welcome Coffee
8:30 am - 8:40 am
CX Retail USA Welcome & Chairperson’s Opening Remarks
Ed Durbin -
Vice President, Industry Strategy for Retail & Consumer Goods,
Talkdesk
8:40 am - 9:30 am
Advancing Retail: Using AI and Automation to Revolutionize the Customer Experience
Sharon Gai -
E-commerce Expert; Artificial Intelligence in Business,
Former Director of Global Key Accounts at the Alibaba Group
Sharon Gai
E-commerce Expert; Artificial Intelligence in BusinessFormer Director of Global Key Accounts at the Alibaba Group
9:30 am - 10:00 am
Data-Driven Retail: Using Digital Identity to Create Superior Customer Experiences and Increase Sales
Mark Krebs -
VP Global Sales,
Celebrus
10:05 am - 10:35 am
One-To-One Business Meetings
10:40 am - 11:10 am
One-To-One Business Meetings
11:15 am - 11:45 am
One-To-One Business Meetings
10:05 am - 10:35 am
Networking & Coffee Break
10:40 am - 11:10 am
Utilizing Opex to Super Charge Your Customer Experience
Ian Nicholls -
CEO,
explic8
"Supply chain excellence serves as the driving force behind the customer experience; streamlined processes yielding quality results not only attract new customers but also foster brand loyalty.”
In today's world, the pursuit of “Better, Faster, Cheaper” has become the standard. The expectation for high-quality personalized products and next-day delivery to our doorstep is increasingly demanded.
Numerous corporations are grappling with global supply chain challenges and navigating intricate supply chain models. Amidst this landscape, there is a pervasive belief that the solution lies in complex systems, inundating business forums and conferences.
The danger lies in placing unwavering trust in enigmatic solutions such as 'AI will solve it all' or 'Our new ERP will eliminate these issues.' This approach often leads to hastier decisions and costlier mistakes.
Our philosophy centers on addressing the root cause and building from there; the integrated business processes driving your operations must align seamlessly with your customers' needs. It's crucial to synchronize Customer Experience with Operations & Supply Chain.
We invite you to join explic8 for an engaging open dialogue where we will exchange experiences, confront challenges, and gain valuable insights. We encourage you to actively participate and share your own thoughts and learnings.
Let's delve into the opportunities and hurdles together:
· An open platform to exchange experiences;
· Explore and dissect the intricate web of connections and interdependencies between Supply Chain and Customer Experience;
· Reflect on the lessons learned from both successes and setbacks - Together, let's chart a path to success; and
· Benefit from our transparent sharing of over 30 years of experience in this realm - and receive a complimentary book as well!
Lastly, let's share a laugh and share the pain together - Remember, a problem shared is a problem halved!"
11:15 am - 11:45 am
Networking & Coffee Break
11:50 am - 12:20 pm
Empowering Customer Connections: Cultivating Value, Trust & Loyalty Across Every Interaction
Mary Beth Sisti -
Director Product Management,
Lowe's
12:20 pm - 12:50 pm
Redefining Retail with Responsible AI
Ed Durbin -
Vice President, Industry Strategy for Retail & Consumer Goods,
Talkdesk
12:55 pm - 1:55 pm
Networking Lunch Break
2:00 pm - 2:30 pm
One-To-One Business Meetings & Networking
2:35 pm - 3:05 pm
One-To-One Business Meetings & Networking
2:35 pm - 3:05 pm
How Do Your Customers Think & Feel? Injecting Emotion Create Unforgettable Digital Experiences
Kaitlyn Daleiden -
Principal UX: Experience Strategy, Content & Communications,
Nordstrom
3:10 pm - 3:40 pm
Harnessing Data to Establish Loyalty in a Fickle Customer Landscape
Nathalie Baier -
Global Director MarTech Planning & Enablement,
Under Armour
Tariq Muhammad - Sr. Director of Customer Service - Loyalty, Verizon Consumer Group
3:40 pm - 4:10 pm
More Than Just a Chatbot: Transforming Customer Service with Generative AI
4:15 pm - 4:45 pm
One-To-One Business Meetings
4:50 pm - 5:20 pm
One-To-One Business Meetings
4:15 pm - 4:45 pm
Networking & Coffee Break
4:50 pm - 5:20 pm
Supercharging Employee Engagement to Boost Contact Center Performance
5:25 pm - 5:55 pm
From Call Takers to Money Makers: Transforming Contact Centers to Maximize Customer Engagement
Stuart Slomberg -
Chief Retail Officer,
Road Runner Sports
Take a break from listening to on-stage discussions to share your insights & thoughts on the retail industries key challenges & opportunities, and generate action points that you can take back to your organization!
