Pre-Con Training

1:00pm - 4:00pm
This is an add-on ticket.

Analyst Summit

Invite Only Event

Registration Opens

3:00pm
W Hotel Nashville

Welcome Reception

6:00pm - 8:30pm
Join us on the rooftop at Proof

Sunrise Yoga & Advanced Breathwork

Sunrise Yoga
6:00am - 6:45am
Begin your day in sync with your body’s natural rhythm through Sunrise Yoga, a dynamic morning practice crafted to prime you for peak performance

Advanced Breathwork Workshop
7:00am - 8:00am
Step into the frontier of human potential with our Advanced Breathwork Workshop—a powerful 60-minute experience designed to elevate your mind, body, and performance

RSVP Required for Wellness Sessions

CXUnifiers Mainstage Open*

8:45am - 9:00am
Join us as our host Aaron Smalls kicks us off

Keynote: Reimagine Extraordinary: Connecting What Matters*

9:00am - 9:30am
Rory Read, CEO
Joy Corso, CAO
Sprinklr

Keynote: The Augmented Imperative: Thriving Alongside AI*

9:30am - 10:00am
Heather McGowan, Future of Work Strategist | One of Forbes' Top Female Futurists

Reimagine Customer Experience with AI*

10:00am - 10:45am
Amitabh Misra, CTO
Sprinklr

Customer Awards*

11:00am - 11:30am
We can't wait to share the nominees and winners!

Fireside Chat: The Marketing Assembly Line: Insights, Content, Channels, Results!*

11:30am - 12:00pm
Stephanie Hall, Director of Enterprise Content and Creative
Walgreens
Vince Lacsamana, Founder & CEO, Principal Consultant
Premium Blend

Reimagine Mobile Engagement: Expanding Brand Reach Through Digital Conversations*

12:00pm - 12:25pm
Albert Rios, Strategic Partnerships Manager
Meta

Lunch Break / Wellness Sessions

12:30pm - 1:30pm
Join us on the Living Room Terrace for amazing food, views and music

Meditation Sessions
Elevate your performance in just 30 minutes with our Meditation Session. Experience the power of mindfulness to sharpen focus, reduce stress, and unlock peak potential. Join us for a transformative journey to optimize your mindset and achieve peak performance. Don't miss out!

NSDR - Non-Sleep Derived Rest
In just 30 minutes, experience a powerful guided practice that deeply relaxes your body and recharges your mind—like getting the benefits of hours of sleep in a short session. Perfect for reducing stress, boosting focus, and restoring energy in the middle of your busy day

1:1 Peak Performance Consultations Unlock your full potential with a personalized 1:1 consultation with our expert Executive Health and Peak Performance Coach. In this exclusive session, you'll receive tailored guidance to optimize your well-being and performance

RSVP Required for Wellness Sessions

Breakout Sessions: Marketing, Customer Service & Insights Tracks

Please see below for track and session info

Fireside Chat: Spot. Act. Scale. How to Win Moments on TikTok.*

4:00pm - 4:30pm
Lorry Destainville, Global Head of Monetization Product Partnerships at TikTok
TikTok
Jasmin Fischer, SVP Research & Insights
SAMY

Mainstage: Day 1 Wrap*

4:30pm - 4:45pm
Day 1 is a wrap! What's coming up on day 2?

Meditation Sessions

Meditation Sessions
4:45pm - 5:15pm
Elevate your performance in just 30 minutes with our Meditation Session. Experience the power of mindfulness to sharpen focus, reduce stress, and unlock peak potential. Join us for a transformative journey to optimize your mindset and achieve peak performance. Don't miss out!

NSDR - Non-Sleep Derived Rest
5:00pm - 5:30pm
In just 30 minutes, experience a powerful guided practice that deeply relaxes your body and recharges your mind—like getting the benefits of hours of sleep in a short session. Perfect for reducing stress, boosting focus, and restoring energy in the middle of your busy day

1:1 Peak Performance Consultations
Unlock your full potential with a personalized 1:1 consultation with our expert Executive Health and Peak Performance Coach. In this exclusive session, you'll receive tailored guidance to optimize your well-being and performance

RSVP Required for Wellness Sessions

NASH Offsite

5:30pm - 7:30pm
Ole Smoky Distillery "6th and Peabody"
Join us for some Nashville music, food and fun!

Sunrise Yoga & Advanced Breathwork

Sunrise Yoga
6:00am - 6:45am
Begin your day in sync with your body’s natural rhythm through Sunrise Yoga, a dynamic morning practice crafted to prime you for peak performance

Advanced Breathwork Workshop
7:00am - 8:00am
Step into the frontier of human potential with our Advanced Breathwork Workshop—a powerful 60-minute experience designed to elevate your mind, body, and performance

RSVP Required for Wellness Sessions

Customer Advisory Board

9:00am - 4:30pm
Invite Only Event

CXUnifiers Mainstage Open*

9:00am - 9:15am
Join us as our host Aaron Smalls kicks off our closing day

Keynote: Remarkable by Design: From Forgotten to Unforgettable*

9:15am - 10:00am
Dan Gingiss, Renowned CX Expert & Author

Executive Fireside Chat: Reimagine Journeys*

10:00am - 10:30am
Heather Garboden, CCO
American Airlines

Keynote: Reimagine Intelligence: From Social Listening to Foresight*

10:45am - 11:15am
Alberto Romano, Global Consumer & Shopper Planning Collaboration
Diageo
Jasmin Fischer, SVP Research & Insights
SAMY

Customer Panel: From Cost Center to Growth Engine: The New Role of Customer Service*

11:15am - 11:45am
Jon Arnold, Executive Director of Marketing
Dan Gamber, Director of Experiences
Brian Caldwell, Lead Product Manager, Customer Care
Bridgestone

Keynote: Snapping into the Future: How Emerging Channels Are Redefining Intelligent Customer Engagement*

11:45am - 12:15pm
Fintan Gillespie, Global Director, Ad Partnerships Group 
Snap Inc

Closing*

12:15pm - 12:30pm
CXUnifiers 2025 is a wrap!

Lunch Break

12:30pm - 1:30pm
Join us on the Living Room Terrace for amazing food, views and music

Meditation Sessions Elevate your performance in just 30 minutes with our Meditation Session. Experience the power of mindfulness to sharpen focus, reduce stress, and unlock peak potential. Join us for a transformative journey to optimize your mindset and achieve peak performance. Don't miss out!

NSDR - Non-Sleep Derived Rest In just 30 minutes, experience a powerful guided practice that deeply relaxes your body and recharges your mind—like getting the benefits of hours of sleep in a short session. Perfect for reducing stress, boosting focus, and restoring energy in the middle of your busy day

1:1 Peak Performance Consultations Unlock your full potential with a personalized 1:1 consultation with our expert Executive Health and Peak Performance Coach. In this exclusive session, you'll receive tailored guidance to optimize your well-being and performance

RSVP Required for Wellness Sessions

Workshop: Getting WISER to the Power of Customer Experience

1:30pm - 3:00pm
Please watch for details on how to register

Departures

2:30pm and later
Thanks for joining us, safe travels!

Building a Compliant Engagement Framework: Social Media at Enterprise Scale

1:30pm - 2:00pm
Nick Nunes, Managing Director & Head, Enterprise Social Media
BMO
Kisha Tapangan, VP, Enterprise Social Media
Citizens

• How   global brands maintain consistent voice, tone, and visuals while adapting to   local norms
• Mitigating reputational, regulatory, and legal risks on fast-moving social   platforms
• Real-world examples of governance workflows: approvals, moderation, audit   trails
• The role of AI in detecting policy violations, hate speech, misinformation, or brand impersonation

Reimagine Social as the New CX Frontline

2:00pm - 2:30pm
Chris Gantenbein, Global Senior Director Digital Experience Capabilities
Coca-Cola
Kristina Prickett, Director of Community Management and Engagement
Ogilvy for Coca-Cola

• Why social media is the first (and often only) touchpoint for modern customers
• Turning every interaction—complaints, comments, and conversations—into loyalty-building moments

Powering Brand Impact with Social Media and Technology

2:30pm - 3:00pm
Katie Riley, AVP Social Media
AT&T

• How brands are shifting from product-centric to customer-centric social strategies
• The role of AI and emerging tech in enhancing social care and brand safety
• Strategies for integrating social and care teams to deliver seamless customer experiences
• How social intelligence informs creative direction and campaign effectiveness

From Scroll to Sale: Unlocking Full-Funnel on Social

3:00pm - 3:30pm
Suraj Rajdev, Head of Data / AI, Analytics & Measurement
Google

• Social platforms are increasingly driving conversion and loyalty
• Best practices for aligning creative, media, and messaging across funnel stages
• Using social data to inform segmentation, retargeting, and journey orchestration

The New Standard for Speed in the Instant-Everything Era

1:30pm - 2:00pm
Brad Jaehn, VP, Customer Intelligence & Experience
Caesars Sportsbook & Casino

• Customers don’t just want fast resolutions—they expect proactive, predictive, and personalized support
• How AI, automation, and real-time insights are shaping a new service delivery model

Service Without Silos: Building a Unified Customer Support Ecosystem

2:00pm - 2:30pm
Partner and Customer Details Coming Soon

• How to modernize global service operations by unifying fragmented systems into a single, scalable platform.
• How to drive measurable business outcomes through AI-powered automation, digital deflection, and smarter workflows.
• The role of partner collaboration in accelerating the transformation with the right governance, and change management.
• How to future-proof your service strategy with next-gen conversational AI and hyper-personalized experiences.

Transforming Digital Care and Social Engagement with AI

2:30pm - 3:00pm
Madison Leupp, Sr. Manager, Care Engagement
Adobe

• How to build a digital care model that prioritizes intelligent, skill-based routing and real-time engagement.
• The role of AI in deflecting spam, summarizing cases, and enhancing agent productivity.
• The impact of AI-driven insights on service quality, agent satisfaction and operational efficiency

From Friction to Flow: Transforming the Retail Customer Experience

3:00pm - 3:30pm
Craig Sultan, Director of Product Management
Sam Shunk, ML Platform Product Manager
The Home Depot

• The key pain points that drove the need for change—rigid platforms, misaligned roadmaps, and rising costs
• How Home Depot executed a massive migration in record time while customizing for scale and flexibility
• The role of AI, IVR deflection, and digital-first strategies in reducing contacts per order (CPO)
• Lessons learned in building a future-ready contact center that’s smaller, smarter, and more strategic

Social Media as the Always-On Customer Insights Engine

1:30pm - 2:00pm
David Velez, Head of Social & Awareness Marketing
Amazon

• How brands can leverage real-time social data to   predict trends and behavior
• Closing the gap between social listening and enterprise-wide decision-making

The Listening Enterprise: Why the Brands That Learn Fast Win

2:00pm - 2:30pm
Rafi Barragan, Sr. Director Driver Experience
Walmart

• How to turn real-time field insights into business decisions that bend the cost curve at scale
• The role of AI in analyzing unstructured data for better business action
• Combining insights from social networks and contact center to identify issues faster

Reimagine Marketing Visibility: How RX Global Unified Global Social to Drive Performance & Governance

2:30pm - 3:00pm
Jessica Salisbury-Fielder, Global Director, Marketing Effectiveness
RX Global

• How to build a CFO and CSO-ready business case with a single global view of spend, performance, and risk
• Governance that scales with global standards that preserve local agility across 400 shows in 23 markets
• Faster, smarter reporting: real-time dashboards that saved hundreds of hours across the first four onboarded markets; turning “reporting month-end” into “optimize right now”.

Reimagine Impact: How to Build a Brand and a Social Strategy from the Ground Up

3:00pm - 3:30pm
Lisa Kay Davis, Associate Director, Global Social
Kyndryl

• How to balance organic, paid and earned media for maximum impact
• The importance of real-time dashboards and how investing in insights and analytics is critical for brand-building success
• The role of employee advocacy in amplifying reach and trust
• Why a unified customer experience platform can be a career accelerator for social media professionals