Coaching Cultures & Human-Centered Leadership: Empowering Frontline Teams for CX Excellence

From Listening To Leverage: Why Voice of Customer Must Drive Action, Not Just Measurement

Welcoming Day One - Opening Remarks

Closing Comments, Day One

CX is Still Human: Agentic AI Just Makes It Smarter

Reimagining Public Service: Contact Centres at the Heart of City-Wide CX Transformation

Service Excellence Redefined: Contact Centres Transformed by AI & Intelligent Automation

From Touchpoint To Transformation: Driving CX Excellence via Digital First Contact Centre Strategy

Transform Operations With Virtual Database Technology

Why Capacity Plans Fail in the Real World(and What Leaders Do Differently)

From Jobs To Journeys: Why Don’t Kids Dream of Becoming Call Centre Agents?

AI, Automation, & The Intelligent Contact Centre

Rethinking AI in the Contact Centre from Automation to Resolution

From Chaos To Clarity: Operationalizing CX Through Scalable Onboarding and Process Automation

From Strategy To Service Moments: Translate Enterprise Strategy into Frontline Service Behaviors

Workforce Transformation That Delivers: Turning People Strategy into Contact Centre Performance

Coaching Cultures & Human-Centered Leadership: Empowering Frontline Teams for CX Excellence

Building High-Performing Teams Through Psychology & Data

Transitioning From A Fundraising Organization To Product Centric Organization

Deliver Value to Your Customers & Donors: Through an Effective Brand and Communication Strategy

Navigating The Storm With Effective Strategies For Crisis Communication

Elevating CX Through People-Centric Leadership: How To Communicate Vision & Purpose Behind Change

A Virtual Replica of City Infrastructure & Utilities: Chart a Path to Digital Transformation

Augmented Intelligence: Why Technology and Employees Must Join Forces for Operational Efficiency

The Power Of Connected Data: Bring Siloed Data Together for Streamlined Actionable Insights

Digital Services: Assess Where Are You Spending Your “Tech Check” & Address the Complexities

Designing With Empathy: How Customer Insights Build More Inclusive Service

The Path to Improved Outcomes and Engagement: Building an Empathetic Healthcare System for Public

Gen Z and CX: Providing Public Services for a New Generation

Improve Social Outcomes With Predictive And Proactive Case Management

Aspirations And Expectations in the Healthcare System: Nothing About Me, Without Me

The Power Of Connected Data: Face Challenges Head-on & Pave the Way for Patient-Centred Care

End-to-end Approach To Total Experience: Upgrading The Citizen Experience

Future Delivery Models: Shape the Next Gen of Government Delivery

Enhancing Government IT Services Through Community-centric Strategies

AI Powered CX: Building Your AI-Powered Strategy for CX Transformations in 2025

Agile Product Planning: Adapt Product Strategies to Meet Evolving Customer Needs

Budget Planning For An Evolved Customer Experience | CXS 2025

Bringing Brands To Life By Shifting Culture | CXS 2025

Revolutionizing E commerce Logistics: Delivering Speed, Precision, and Sustainability | CXS 2025

AI Roadmap | CXS 2025

Redefine Your Content Strategy | CXS 2025

Optimize Digital Sales: How To Use Messaging to Generate Revenue In Digital Sales | CXS 2025

Experience Is The New Growth Engine: Fueling Success With Service, Data and AI Readiness | CXS 2025

Deconstructing CX and CS | CXS 2025

From Data to Trust: Building Human-Centered Digital CX | DCX 2025

Inclusive by Design: Enhancing Digital CX Through Purposeful & Diverse Marketing | DCX 2025

Uniting Creativity & Code | DCX 2025

Harnessing Data & AI for Empathetic CX | DCX 2025

Making CX Human Again: The Next Competitive Advantage | DCX 2025

From Overlooked IT to Human-Centered AI | DCX 2025

Powering Digital CX at Scale | DCX 2025

How EY Studio+ Partnered with Mitacs, A National Innovation and Research Non-profit | DCX 2025

Breakthrough CX: Leveraging Generative AI Agents | DCX 2025

Tech-driven Transformation: Aligning AI Strategy with Business Outcomes | DCX 2025

Beyond The Price Tag: Building Emotional Brand Equity in the Digital Age | DCX 2025

Invisible Interfaces, Visible Impact: Measuring Brand & CX When AI Owns the Outcome | DCX 2025

BI Migration & Ground-up Data Governance | DCX 2025

Driving Unified CX Organization Wide | DCX 2025

Unified Commerce | DCX 2025