NORTH AMERICA'S PREMIER INVITATION-ONLY EVENT FOR
SENIOR CUSTOMER EXPERIENCE LEADERS IN RETAIL
23 - 24 September, 2025
| Chicago, USA
Agenda Day 2
8:00 am - 8:30 am
Registration & Coffee
8:30 am - 8:40 am
Chairperson's Opening Remarks: Welcome Back & Day One Recap
Ed Durbin -
Vice President, Industry Strategy for Retail & Consumer Goods,
Talkdesk
8:40 am - 9:10 am
Keynote Panel - Crafting Shopping Synergy to Deliver A Frictionless Crosschannel Experience
William Bitunjac -
VP E Commerce,
Warner Music Group
Vanathy Ponnurangam Lakshmi - Vice President of Product Management & Experiences, JCPenney
The rules of retail are changing and being rewritten every day. To remain competitive, businesses must become “Culture Fluid” - more agile, innovative, and resistant to forces outside their control. Acclaimed speaker and author Sharon Gai discusses how AI and automation technology is revolutionizing e-commerce at every level from personalization and customer experience through improved customer service. Understanding these developments will allow marketers to thrive and remain competitive in an increasingly AI-driven retail landscape.
Keynote Takeaways:
· Discover trends in AI that will improve customer experience and foster loyalty
· Learn about AI-driven tools, leading to cost savings and increased efficiency
· Explore frameworks for analyzing disruptive technologies in the retail industry
· Gain clarity and direction on immersive and interactive shopping experiences, setting businesses apart from competitors
9:10 am - 9:40 am
Transforming Your Retail Strategy with First-Party and AI-Ready Data
Alex Dean -
Co-Founder & CEO,
Snowplow
· Use first-party data to better understand your customers.
· Improve and personalize retail customer experiences with real-time, AI-driven data.
· Build customer loyalty and grow your business by making smarter decisions.
9:45 am - 10:15 am
One-To-One Business Meetings
10:20 am - 10:50 am
One-To-One Business Meetings
10:55 am - 11:25 am
One-To-One Business Meetings
9:45 am - 10:15 am
Thinking Green to Future-Proof Customer Relationships
10:20 am - 10:50 am
Networking & Coffee Break
10:55 am - 11:25 am
Avoiding the One-Size-Fits-All Approach: Smart Personalization to Engage Every Generation
11:30 am - 12:00 pm
Walgreen’s Need for Speed: Ultra-Fast Delivery Within an Hour
Chidebelu Ufodike -
Chief of Staff - Healthcare,
Walgreens
12:00 pm - 12:30 pm
Adopting Customer-Centric Order Management to Stay Flexible in a Dynamic Retail Landscape
12:35 pm - 1:05 pm
One-To-One Business Meetings
1:10 pm - 2:10 pm
Lunch
1:45 pm - 2:15 pm
One-To-One Business Meetings & Networking
2:15 pm - 2:45 pm
A Win-Win Approach: Redefining Loyalty to Reward and Retain Your Customers
Manjari Mehrotra -
VP Loyalty & Personalization,
Albertsons Companies
2:50 pm - 3:20 pm
Roundtable Discussions
3:20 pm - 3:50 pm
The Power of In-Store CX: Deploying Immersive & Experiential Retail to Elevate Your Brand
Chris Rehkopf -
Director, Retail Experience,
DSW Designer Shoe Warehouse
Claudia Lima-Guinehut - CMO and Trendsetter in Chief, .
Jillian Tirath - Global Vice President Strategy, Insights and Analytics, Formerly Nike and Coca-Cola
