Agenda
EXPERIENCE AT A GLANCE
Day 0 - Pre-Conference
8:00am – 7:00pm
- Training Labs
- Executive Partner Summit
- Medallia User Group Meetup*
- Executive Summit (Invite Only)
- Welcome Reception
DAY 1: MAIN CONFERENCE
8:00am – 9:30pm
- Exhibit Hall
- Meet the Experts
- Opening Keynote
- Customer Spotlights
- Breakout Sessions
- Raising the Bar for Social Impact Lunch
- Opening Party
DAY 2: MAIN CONFERENCE
8:00am – 10:00pm
- Exhibit Hall
- Meet the Experts
- Customer Panel
- Breakout Sessions
- Closing Keynote
- Closing Party
*Medallia Customers Only
Tuesday, February 10
8:00am – 5:00pm
Training Labs*
9:00am – 5:00pm
Medallia User Group Meetup*
| 9:00 AM | Welcome Kick Off |
|---|---|
| 9:30 AM | Industry Networking Roundtables |
| 10:15 AM | Break |
| 10:30 AM | Panel 1: Optimizing Text Analytics |
| Panel 2: Optimizing your CLF Inner Loop Process | |
| Panel 3: Igniting CX/EX Culture | |
| 11:30 AM | Peer Discussions: Optimizing Text Analytics |
| Peer Discussions: Optimizing your CLF Inner Loop Process | |
| Peer Discussions: Igniting CX/EX Culture | |
| 12:00 PM | Lunch |
| 1:00 PM | Panel 4: Omnichannel Program ROI |
| Panel 5: Program Governance – Best Practices | |
| Panel 6: Strategic Roadmap – Justifying Your Investment | |
| 2:15 PM | Peer Discussions: Omnichannel Program ROI |
| Peer Discussions: Program Governance – Best Practices | |
| Peer Discussions: Strategic Roadmap – Justifying Your Investment | |
| 2:45 PM | Break |
| 3:00 PM | Roundtable 1: Ask A Medallia Expert |
| Roundtable 2: Best Practices Workshop – Starting with Speech | |
| Roundtable 3: Best Practices Workshop – Influencing Change Management | |
| 4:00 PM | Peer Discussions: Ask A Medallia Expert |
| Peer Discussions: Starting with Speech | |
| Peer Discussions: Influencing Change Management | |
| 4:30 PM | Closing Ceremony |
12:00pm – 1:00pm
Lunch for Pre-Conference
1:30pm – 4:45pm
Executive Partner Summit & Welcome Reception
12:00pm – 9:00pm
Executive Summit (Invite Only)
5:00pm – 7:00pm
Welcome Reception For All Attendees
*Medallia Customers Only
Wednesday, February 11
8:00am – 9:00am
Networking Breakfast
8:00am – 4:00pm
Exhibit Hall / Meet the Experts
9:00am – 10:30am
Opening Keynote
10:30am – 11:15am
Networking Break
11:15am – 12:00pm
Breakout Sessions
- [Workshop] AI That Fits: Mapping the Right Use Cases for Every Role
- Beyond NPS: The Next Generation of CX Measurement
- CX Reimagined: Mazda’s Shift to Culture, Connection & Real Business Impact
- Enabling “Customer at the Heart”: From Feedback to Action at PG&E
12:00pm – 1:30pm
Lunch
1:45pm – 2:30pm
Breakout Sessions
- Beyond Efficiency: How Frontline-Ready AI™ Changes the Game
- Digital First: A Novel Approach to Building Omnichannel Listening
- Evolving CX into a Center of Impact at Santander
- How Encore Scaled Impact in Real Time
- State of CX 2026: Inside the Numbers and the Nuance
- [Workshop] The Surprises Hiding in Your Contact Center Data
2:45pm – 3:30pm
Breakout Sessions
- CX That Pays Off: Achieving and Demonstrating ROI
- Lessons in GenAI Adoption, from Buy-In to Breakthrough United Rentals
- Modernizing CX Across Business Models
- Navigating the CX Obstacle Course: BAC’s Journey to Reinvent Banking
- Silence, Overtalk, and the Hidden Audio Clues Driving Negative Experiences
- [Workshop] Rethinking CX: How to Listen Across Every Customer Touchpoint
3:30pm – 4:00pm
Networking Break
4:15pm – 5:00pm
Keynote Session
6:30pm – 9:30pm
Opening Party
Thursday, February 12
8:00am – 9:15am
Networking Breakfast
8:00am – 4:00pm
Exhibit Hall / Meet the Experts
9:30am – 10:30am
Keynote Session
10:30am – 11:15am
Networking Break
11:15am – 12:00pm
Breakout Sessions
- Advancing Text Analytics with GenAI-Powered Insights
- Breaking Down Silos: How Brands are Uniting CX & EX for Greater Impact
- Digital Innovation at Scale: Turning Emerging Tech into Business Impact
- Maersk & Ipsos: Activating B2B CX at Scale to Deliver Tangible Results
- Translating CX into Dollars: A Hands-On Workshop
- Turning Active Listening into Action at Santalucía
12:00pm – 1:30pm
Lunch
1:45pm – 2:30pm
Breakout Sessions
- How to Advance CX Maturity: From Collecting Signals to Taking Action
- Measuring CX ROI to Prioritize What Matters Most with CIBC
- Omnichannel CX in Action with Albertsons
- One Journey, One Voice in CX and Contact Centers
- [Workshop] Elevating Your Inner Loop
2:45pm – 3:30pm
Breakout Sessions
- Scaling What Works: Vuori’s Customer-Driven Store Playbook
- Tracing the Real Reason Behind a Call
- Turning Insights Into Impact: The Power of Storytelling in CX
- [Workshop] From Insight to Impact: Closing the Loop Across Digital Channels
3:30pm – 4:00pm
Networking Break
4:15pm – 5:00pm
Closing Keynote
7:00pm - 10:00pm
Closing Party