AI and the Content Creator: Evolution, not Extinction
By Lucie Hyde
Senior Director,
User Experience and Design
PayPal
Q&A with Natalie, Beckerman, Global Head, Customer Support Operations, IHG Hotels & Resorts
By Patricia Jacoby
Senior Content Specialist, Marketing
Frost & Sullivan
Still Measuring Customer Satisfaction? That Might Be the Problem
By Stacy Sherman
Founder, Doing CX Right ®
Speaker, Advisor and Author
A Value-Driven Strategy for Contact Center Leaders
This session kicks off with a bold challenge to the status quo: what if your contact center solved problems before customers ever reached out? We’ll explore how Vantive transformed service delivery by shifting from reactive support to preemptive care — unlocking value, improving outcomes, and redefining the role of Customer Care in the process.
Jason Mercer-Pottinger, Senior Director, Americas Customer Care, Vantive, Customer Engagement Leadership Council Member
JMP is a globally recognized contact center leader and healthcare CX strategist with a track record of transforming service delivery across the Americas. Currently Senior Director of Customer Care at Vantive (formerly Baxter Inc.), JMP leads teams supporting over 80,000+ dialysis patients and healthcare providers across 20+ countries. He brings real-world insights, bold thinking, and just the right amount of edge.
Raising the Bar: Delivering Preemptive Customer Service
Move beyond simply reacting! Using customer backed, AI enhanced data analytics, empower teams and stakeholders to respond before challenges reach critical mass. This session will explore some practical approaches to not only stem the tide, but win.
Dan Gamber, Director of Experiences, Bridgestone Retail Operations, LLC
Dan (he/him) is a seasoned leader in product and experience design with over 30 years of experience in various industries, including retail, healthcare, and automotive. He has a proven track record of leading digital transformations for Fortune 20-200 companies, delivering significant impact on revenue and customer engagement, including managing large teams, driving organizational change, and developing successful digital strategies that exceed target metrics.
In all of his roles and responsibilities, he has fostered a culture of person-centered care for continuous improvement of the care experience.
Staying Agile Amid Disruption: Turning Uncertainty into a Competitive Advantage
Change is constant—but disruption rarely gives a heads-up. When things shift fast, how do teams stay focused, adapt quickly, and still deliver results? In this session, I’ll share lessons from high-pressure transformations at Walmart—where agility wasn’t just a mindset, it was how we got things done under real-world constraints.
Venkata Nandanavanam, Director of Engineering, Customer Care Automation, Walmart
With over 18 years of experience in engineering and AI leadership, Venkata is a recognized expert in driving large-scale digital transformation across customer care platforms. At Walmart, he led the launch of GenAI-powered solutions—including conversational AI, fraud prevention, and agent-assist systems—delivered in record time. Venkata specializes in building agile, high-performing teams and turning disruption into innovation at enterprise scale.
Customer Experience 2025:
A Frost & Sullivan Executive MindXchange
Succeeding in a New Age of Digitally Powered Customer Interaction
Los Angeles, CAOmni Los Angeles Hotel
251 S Olive St
Los Angeles, CA 90012
21st Annual Customer Contact West:
A Frost & Sullivan Executive MindXchange
Blazing New Trails
JW Marriott Starr Pass
3800 W Starr Pass Blvd
Tucson, AZ 85745
22nd Annual Customer Contact East:
A Frost & Sullivan Executive MindXchange
Underscoring The Value of the Contact Center in Driving Company Success
Fort Lauderdale, FLORIDA
April 12-15, 2026
Members benefits include:
- Virtual Events led by industry thought leaders
- Executive Briefs summarizing insights from the field. Read a Brief Here
- Frost & Sullivan research at your fingertips
- Exclusive access to our celebrated Customer Contact and Customer Experience Executive MindXchanges… and more