Keynotes
Dynamic thought leaders, that will entertain and inspire!
Pick up invaluable insights from our esteemed keynote speakers! This year, we’re determined to supply the finest thought leadership that's guaranteed to change the way you think about the future of support and service management, and how you approach your role. Through inspiring stories and engaging advice and best practices, you will leave transformed with fresh perspectives for success.
Keynote Panel: A New Era of CX: The Great Experience Convergence
Tuesday, May 5 | 3:45 PM - 5:00 PM
The days of functions such as IT Service Management, CX, and Customer Service / Contact Center operating in their own silos are officially over. A consistently great experience is an outcome that can only be achieved by a unified organization...shared mentality, shared strategy, and a shared digital ecosystem. Courageous companies are making bold changes to set themselves up for future success, while many others are stuck in CX-past. Learn from real leaders who have connected the dots and are earning the loyalty of the modern customer. This keynote panel will cover:
- An experience hierarchy: combined teams for unified outcomes
- How agentic technology is pulling stakeholders together in surprising ways
- The make or break factor: how a customer-centric mentality and culture is still the required piece of the puzzle
Moderator:
Nate Brown
Executive Director
CX Accelerator
RAISE THEIR GAME: How to Improve Your Leadership Performance, Impact, and Influence
Alen Stein Jr., Acclaimed Organization Performance Coach
Wednesday, November 20 | 8:00 AM - 9:30 AM
How have some organizations been able to sustain unparalleled success while others are sporadic and inconsistent? Simple… it’s their leadership. A team will never outperform its leadership.
A leader’s primary job is to create an environment where people feel safe, included, appreciated, valued, respected, inspired, empowered, and challenged. Employees need to know they have the resources and support to star in their specific role and make a meaningful contribution to the team.
Successful leaders create the type of high-performing culture that drives long-term results. They have a firm grasp of their identity, they uphold high standards of excellence, and they foster an atmosphere of collective accountability.
This program is vital for any leader who aspires to:
- Become the leader for which you would want to work
- Find, attract, hire, train, empower, support, and retain top talent
- Build a winning culture by aligning organizational beliefs and behavior
- Heighten Emotional Intelligence (EQ) to establish unparalleled trust, buy-in, and believe-in
- Effectively coordinate everyone’s effort to produce astonishing results
Alan is an acclaimed basketball performance coach and has spent 15 years working with the highest-performing athletes on the planet (including NBA superstars Kevin Durant, Stephen Curry, and Kobe Bryant). This keynote will feature new, never-before-shared stories, stats, and actionable strategies, and is ideal for the coach looking to improve their leadership performance.
About the Speaker:
Alan Stein, Jr. is a renowned speaker and former basketball performance coach who teaches strategies to enhance organizational performance, leadership, team cohesion, and high-performance cultures. Drawing from 15 years of experience working with elite athletes like Kevin Durant, Stephen Curry, and Kobe Bryant, Alan shares actionable insights through his keynotes, workshops, and books, Raise Your Game and Sustain Your Game. His clients include top companies like American Express, Pepsi, and Starbucks, as well as collegiate athletic programs such as Penn State Football and UConn Men’s Basketball, all benefiting from his expertise in applying the principles of world-class athletic performance to business success.
Innovation in a World of AI
Shawn Kanungo, Disruption Strategist
Thursday, May 7 | 8:00 – 9:30am
We're not on the cusp of an AI revolution - we're in the midst of a complete reinvention of what's possible. As autonomous AI agents begin handling everything from customer service to complex business operations, we're witnessing the birth of a new economic reality. Yet as AI becomes thew new electricity, Shawn Kanungo reveals a powerful truth: the future belongs not to those with the best algorithms, but to the bold who dare to challenge the status quo.
The convergence of generative AI, autonomous agents, and cloud has created unprecedented leverage. A single individual with the right AI stack can now match the output of entire departments. Teams can deploy armies of AI agents to handle routine tasks while humans focus on breakthrough thinking. This isn't just about automation - it's about building exponential organizations that can scale impact without scaling headcount.
In this provocative keynote, Shawn reveals why conventional approaches to AI adoption are a recipe for mediocrity. Through real-world examples and counterintuitive insights, he demonstrates how the most successful leaders are those who combine AI capabilities with distinctly human creativity and courage. Learn why the future belongs not to those who simply implement AI, but to the bold ones who dare to reimagine its possibilities.
About the Speaker
Shawn Kanungo is a globally recognized innovation strategist, bestselling author, and one of the most sought-after voices on innovation and generative AI. With 12 years at Deloitte and over two decades advising Fortune 500 companies, he helps organizations navigate disruptive innovation through his high-energy keynotes and expertise in AI, cloud technologies, and behavioral economics. Named one of Edify’s “Top 40 Under 40” and praised by Forbes as one of the “best speakers,” Shawn made history with a streaming special on Apple TV and Prime Video and authored the bestselling book The Bold Ones, celebrated by McKinsey as essential reading for decision-makers. His insights, featured in major outlets like The Globe and Mail and The Guardian, have earned him millions of followers across social media platforms.
