AS PART OF THE
Smarter Tech. Better Experience
Where CX AI and Cloud Connect
Discover Engage Transform
Optimize Every Touchpoint
Get Insights From Industry Leaders
Unlock The Future Of Customer Experience
THE LEADING EVENT Sept 9 & 10, 2026 FOR CX VISIONARIES
Georgia World Congress Center Atlanta | Georgia
Sponsored by
RUNNING ALONGSIDE
In partnership with
TABLE OF CONTENTS INDUSTRY INSIGHTS
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SHOW HIGHLIGHTS
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Stay ahead with the latest trends, technologies, and challenges in customer experience. From customer personalization to agentic agents and cloud computing, explore key developments shaping the industry.
Discover the most anticipated features of the expo, from must-attend sessions to exclusive networking opportunities, and get a sneak peek at groundbreaking products.
KEYNOTE SPEAKERS
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Gain insights from thought leaders and industry pioneers as they share expertise on the current state of CX and future trends.
SEMINAR SPEAKERS
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Learn from industry professionals as they share their expertise during these exceptional seminar sessions.
ADVISORY BOARD
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The industry leaders that provided their expertise and support to the Customer Connect Expo.
2026 AWARDS
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SUPPORTERS
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We celebrate the outstanding achievements of the companies and individuals making a significant impact in the CX industry.
Discover our supporters, media partners, and industry organizations who help makes this event successful.
CONNECT CAFÉ 17
Your space to network and connect with industry professionals, and build a community around CX.
CONFERENCE AGENDA 18
Stay on top of all conference sessions.
EXHIBITOR LISTINGS
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FLOOR PLAN
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Find detailed information on the exhibitors, including their booth locations, products, and services.
With so much happening on the show floor, we’ve made it even easier for you to navigate around our features.
Customer Connext Expo is an event organized by Fortem CC Inc. © 2026 Connect Expo Series. All rights reserved.
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Welcome to Customer Connect Expo 2026 We are excited to welcome you to the sixth iteration of the Customer Connect Expo, taking place on 9 and 10 September at the Georgia World Congress Center in Atlanta. Today’s business landscape is defined by rapid developments in modern technology - cloud-based storage and computing, AI, and flawless customer experience inspired by ever-evolving customer expectations. Organizations are adopting AI-driven automation, secure cloud storage, and intelligent communication systems to remain competitive. The demand for smarter digital strategies has never been greater, and companies must now balance efficiency, innovation, and adaptability to meet the needs of both users and customers. Customer Connect Expo - running as part of the Connect Expo Series - showcases the latest advancements in cloud platforms, edge computing, virtualization, server technology, intelligent monitoring tools, and emerging models that enhance resilience and performance. Attendees will have access to a comprehensive platform for exploring the technologies that are redefining modern business. Over the course of the two days of the trade show and conference, you’ll have the opportunity to network with your industry peers, solution providers, and technical visionaries who are powering modern digital operations, exploring cutting-edge technologies, and sharing the knowledge that you need to stay ahead of your competition. In addition, our agenda features a curated lineup of inspiring speakers and seminars, and a dedicated networking space to allow you to make face-to-face connections, share ideas, and begin future partnerships. The keynote conferences that make up the Customer Connect Expo bring together innovative service providers, expert industry speakers, and visionary leaders from across the AI, cloud, and customer experience sectors. The seminar agenda highlights the areas needing the most change and support, addressing real decisions being made, regulations and frameworks, and the technology needed to make it happen. Customer Connect Expo gives you an unparalleled opportunity to dive into emerging trends, explore transformative tools, and build lasting connections that support longterm growth and technological advancement.
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INDUSTRY INSIGHTS The Rise of Personalization and Efficiency Per Zendesk, 91% of customer experience trendsetters believe that AI can effectively personalize experiences, and business leaders believe that deeper personalization leads to cheaper customer acquisition and retention costs - thus highlighting the benefits of artificial intelligence. 76% of customers expect personalization, and anticipate tailored experiences such as curated product suggestions specifically for them, custom support interactions, and content that speaks to them personally - according to Zendesk Benchmark data. Deloitte found that brands that excel at personalization are 71% more likely to report good customer loyalty, and 60% of customers notice and appreciate when they receive personalized recommendations - organizations with strong customer experience will have higher customer satisfaction rates. Nearly two thirds of consumers say that they expect more personalized service with AI - and that a clear gap exists between companies that use generative AI compared to those that don’t.
AI’s Expanding Role in Customer Connection Cloud Computing When small and medium businesses used cloud computing, they made 21% more profit and grew 26% faster than those that did not - Deloitte. From 2020 to 2025, a study by Gartner shows that global end-user spending on cloud services increased by 21% - from $595.7 billion to over $720 billion in 2025. With 80% of organizations using multiple public or private clouds, there is a very real need for cloud maintenance, infrastructure solutions, and an understanding of the needs of the cloud computing industry.
When selecting a platform to use for modernization, surprisingly, companies are not most worried about training or license costs, or if it is their preferred technology platform. Instead, companies are more concerned with the ease of integration - how will the new platform or tool blend with the current data workflow?
Deloitte found that brands that excel at personalization are 71% more likely to report good customer loyalty.
Customer Experience High-quality customer experience is now imperative for your business’s success. Per Zendesk Benchmark data, 3 out of 4 consumers say that they will spend more with a business that provides a good customer service experience. On the other hand, over 70% of customers say they will stop doing business with a company after repeated bad experiences, and Coveo found that 56% of customers won’t complain before they do so - they’ll just quietly take their business elsewhere.
“The leading priorities for modernization programs are concerns surrounding cybersecurity (62%) and AI (61%).” - Reuters Events data
Studies show that the three main reasons customers leave (and take their money with them) are negative feelings about customer service, being passed from agent to agent without their problems being solved, and long wait times for responses - at least two of these can be solved by AI. With poor customer service actively threatening success, brands must rise to meet the evolving customer needs and expectations.
The Green Cloud According to the International Energy Agency, data centers accounted for 1.5% of global electricity consumption in 2024 and are predicted to represent just under 3% of global electricity in 2030. As a result, cloud providers are now pushing towards renewable energy, more efficient cooling systems, and carbon-neutral operations. Hyperscalers such as AWS, Google, and Microsoft have committed to ambitious sustainability targets, such as AWS setting out to achieve net zero by 2040 and Microsoft aiming for carbon negativity by 2030.
AI & Healthcare In 2020, the AI in healthcare market was valued at $8.23 billion and is predicted to grow to between $188 billion and $208 billion by 2030. An increasing number of healthcare software companies are introducing AI chatbots to communicate with patients, ease the load on nurses and doctors by taking notes on medical cases, suggest medications, and generally streamline patient care. With the potential to improve patient outcomes by using pattern recognition to predict sepsis or enhance diagnostic accuracy, AI is one to watch.
SHOW HIGHLIGHTS KEYNOTE SPEAKERS The speakers at Customer Connect Expo are handpicked to reflect the values of our organization - forward thinking, technology minded, with the customer at the heart of everything we do. Our lineup features industry experts who will share insights, the latest advancements, and fresh perspectives on familiar problems. Whether seeking guidance on how best to use AI, exploring cloud infrastructure solutions, or looking for advice on how to expand your company’s digital journey, our lineup has it all.
THE CTG VILLAGE
BY CLOUD TECH GURUS
Come find us at Stand 500. The CTG Village is a place for CX and contact center leaders to step away from the vendor pitches, compare what is actually available in the market, and get straight answers from people who have sat in their seat. Explore a focused group of vetted CX, AI, contact center, and BPO solutions in one place. Bring us a challenge, a technology decision, or simply a question about what is changing in the market. We will help you sort through the options and understand what may actually fit your operation. Cloud Tech Gurus brings together 120+ former Directors, VPs, and SVPs of contact center operations. These are practitioners who have led CX organizations themselves and understand the operational realities behind the technology decisions.
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Our team supports organizations across the full CX lifecycle, from operational assessment and strategy through AI readiness, technology evaluation, vendor selection, implementation, and go live. Because CTG is vendor neutral, the recommendation starts with your requirements, not a preferred provider. Our portfolio includes 220+ vetted technology suppliers and 40+ BPO providers, giving us the breadth to match the right solution to the right business challenge. That expertise is backed by 4,000+ hours evaluating more than 1,000 CX and AI providers across 58 categories, with that market intelligence continually updated as new solutions emerge and existing platforms evolve. We work with organizations across healthcare, financial services, insurance, retail and e-commerce, and other complex CX environments. If CX transformation, AI adoption, contact center modernization, or vendor evaluation is on your agenda, stop by Stand 500. Bring us the problem you are trying to solve. One of our experts will give you an honest evaluation and recommendation rather than tell you what to buy. Have A CX Decision to Make or CX Questions to Answer? Stop by Stand 500.
CONNECT CAFÉ As an attendee of this event, you are among industry experts, forward thinkers, and leaders in customer engagement innovation. Visit the Connect Café, designed to elevate your experience by providing a dedicated space to meet and build meaningful relationships with like-minded professionals. Expand your horizons, exchange ideas, and gain a fresh perspective on how to drive exceptional customer experiences and use cloud-based computing and AI to lead the industry forwards.
2026 AWARD We recognize companies leading the charge in impact on customer and business experience and outcomes, innovation and technological advancement, industry influence and reputation, and societal and community impact. Celebrate industry excellence and acknowledge groundbreaking innovations with the Customer Connect Innovation Award.
EXHIBITORS The Customer Connect Expo provides a dedicated environment to explore emerging trends, understand evolving challenges, and anticipate the future trajectory of these rapidly growing sectors. Our exhibitors showcase a diverse range of products, services, solutions, workshops, and masterclasses, all handpicked to drive and advance the technologies shaping the future of modern business. Discover the best, brightest, and most forwardthinking solutions redefining the industry landscape at the Customer Connect Expo. Source the latest technologies transforming your sector, from advanced AI solutions and cloudbased systems to next-generation customer engagement tools!
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KEYNOTE SPEAKERS Take the opportunity to hear from the industry’s leading voices. Our speakers will share expert insights, real-world experiences, and innovative solutions. In our lineup, we have top industry professionals, leaders in the AI world, and cloud computing experts, all delivering powerful sessions that will shape the future of the digital market. Don’t miss these must-attend sessions designed to inform, inspire, and drive meaningful change across the industry.
SREEKANTH GOPI
FOUNDER, PROMPT ENGINEER | NEUROHEART AI
From Prompts to Agents: How AI Is Moving from Answers to Actions AI is shifting from prompt-response tools to autonomous agents that plan, use tools, and execute multi-step tasks. This session explores what it takes to move from prototypes to reliable, enterprise-ready systems— unpacking changes in product design, engineering, and trust. Drawing from real-world deployments, we examine where agents deliver impact—and where risks remain underestimated. Wednesday, September 9 | 11:00 AM | Keynote Theater
MOHAMMED SIDDIQUI
DIRECTOR OF CLOUD AND AI | MICROSOFT
The Journey to Becoming an AI Frontier Firm This session explores the transformative journey of organizations evolving into AI frontier firms. It highlights the strategic pillars—vision-driven leadership, data-centric culture, and responsible innovation—that enable enterprises to harness AI for competitive advantage. Attendees will gain insights into overcoming adoption barriers, scaling AI capabilities, and fostering trust in intelligent systems. The session offers a roadmap for leveraging AI to unlock growth, resilience, and industry leadership in the digital era. Wednesday, September 9 | 11:45 AM | Keynote Theater
JIM TINCHER
CEO, LEADER CXPA RESEARCH COMMITTEE | HEART OF THE CUSTOMER, CXPA
The Early Warning System: What 10,000 Customers Reveal About Growth Most dashboards report results after the fact. In this session, Jim Tincher shares what nearly 10,000 manufacturing customers reveal about what actually drives growth with existing customers. You’ll learn a practical method to build leading indicators by linking operational behaviors to customer sentiment, customer behavior, and financial outcomes. Leave with a chain-of-value template you can apply today. Wednesday, September 9 | 12:30 PM | Keynote Theater
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SCAN HERE FOR THE MOST UP-TO-DATE LINEUP
SKANDA VIVEK
SENIOR AI SCIENTIST | INTUIT
Realizing Value from Production Agents in the Enterprise Building AI agents that create value is hard. In this talk, I walk through the lessons learned, building production agentic systems serving thousands to millions of customers, and how we made continuous improvements based on customer feedback. Skanda Vivek is a senior AI scientist at Intuit, building production grade agentic systems, serving millions of customers. His work has been published in multiple scientific journals as well as broadcast widely by outlets such as the BBC and Forbes. Wednesday, September 9 | 1:15 PM | Keynote Theater
BRIAN POWERS
GLOBAL VP OF CUSTOMER EXPERIENCE TECHNOLOGY DELIVERY | FOUNDEVER
What to Expect When You’re Expecting (AI) This 25 minute talk will focus on the client’s experience when implementing an AI solution, the initial euphoria of the purchase becomes a detailed project plan. I will walk them through the stages based on my years of experienece with numerous deployments of call center technologies, from documenting scope and use cases, budgeting, who should be involved, time commitment, testing and more. This is what you don’t usually hear about in the sales process! Wednesday, September 9 | 2:00 PM | Keynote Theater
UBE URBAN
HEAD OF CUSTOMER EXPERIENCE DIGITAL & STRATEGY | UUDESIGN, SIMON-KUCHERS
Defining the Next Era of Digital CX, The Intelligent Future of CX Ube Urban designs AI-enabled, connected customer experiences that move beyond incremental optimization to fundamentally re-architect how brands engage across the full customer lifecycle. He focuses on future-proofing omnichannel ecosystems by aligning strategy, experience design, and modern CX architectures to deliver measurable business impact. His work centers on building scalable, cohesive digital journeys that remain distinctly human; ensuring technology enhances empathy rather than replacing it. Wednesday, September 10th | 2:45 PM | Keynote Theater
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KEYNOTE SPEAKERS SIDNEY MADISON PRESCOTT
FOUNDER, HEAD OF AUTOMATION. MIRROR | MIRROR ®, EX-SPOTIFY
Ethics as Infrastructure: Category-Defining Platforms After the Attention Economy Era This keynote will reveal how the next generation of category-defining platforms will be engineered with ethics as core infrastructure. Sidney Madison Prescott is a philosopher-technologist shaping the future of artificial intelligence, identity, and human wellbeing. She built the first intelligent automation centers of excellence (AI, ML, NLP) at Spotify, ETrade & BNY Mellon, helping define how Fortune 250 enterprises adopt emerging tech at scale. Thursday, September 10 | 11:00 AM | Keynote Theater
PRASHANT YADAV
GLOBAL TECHNOLOGY LEAD | AMAZON WEB SERVICES
Trust as Competitive Advantage: The Business case for Responsible AI Trust is emerging as a measurable driver of growth in AI-enabled businesses. This session examines how responsible AI practices, governance, transparency, bias mitigation and model oversight reduce regulatory exposure, strengthen bran equity and accelerate customer adoption. Prashant is a technology and product executive with over 20 years of experience building high-scale data and AI platforms across AWS, Adobe, and Ford. Thursday, September 10 | 11:45 AM | Keynote Theater
TINA ZHAO
DIRECTOR OF APPLIED AI AND ENGINEERING | BLACKROCK
Agentic AI in Investment Management Introduce recent works in agentic AI research and development, including observed opportunities and challenges. In addition, share insights of first-hand experience in incorporating agentic AI into enterprise systems. Tina’s team leverages generative AI and machine learning technologies to generate trading alpha, optimize investment processes, and enhance efficiency across trading and investment management operations. With over 13 years of experience in quantitative modeling and analytics, Tina is a seasoned leader of AI in finance, with deep expertise in investment management, consumer finance, and risk management. Thursday, September 10 | 12:30 PM | Keynote Theater 10
SCAN HERE FOR THE MOST UP-TO-DATE LINEUP BEVERLY WRIGHT
VP OF DATA AND AI STRATEGY | INTUITIVE.AI
Beyond the Bot: AI’s New Era of Customer Experience Artificial intelligence is transforming far more than chatbots. Organizations are reimagining customer experience through intelligent agents, predictive insights, personalization, automation, and humanAI collaboration. This session explores how leading organizations are using AI to create more seamless, trusted, and meaningful customer interactions while preparing their workforce, processes, and culture for the next generation of customer engagement. Thursday, September 10 | 1:15 PM | Keynote Theater
ERIK BOEMANNS
FOUNDER, CHIEF TECHNOLOGIST | MIRABILITY
Agentic Mischief In the world where everyone wants to run the latest AI agent to do things faster, be more efficient, and increase productivity, we often see “move fast and break things” becoming instead, “move fast and break production.” Or worse, break the law. Agentic services aren’t going away, so the challenge to the security professional is how to build the right sandboxes and fences to let them do the work, without causing mischief. Thursday, September 10 | 2:00 PM | Keynote Theater
GERSON MORALES
GOTOMARKET STRATEGY AND OPERATIONS LEADER | MINIMED
From Digital Commerce to Connected Care Healthcare customers increasingly expect the same simplicity, transparency, and personalization experienced in every other part of their lives. Yet many healthcare and medical technology journeys remain fragmented across product discovery, ordering, insurance, fulfillment, support, and ongoing care. This session explores how a more consumercentric mindset, modern eCommerce platforms, actionable data, and new digital channels can transform healthcare commerce from a series of transactions into a connected customer relationship. Thursday, September 10 | 2:45 PM | Keynote Theater 11
SEMINAR SPEAKERS KARALINE VENEZIA
CRO | CAPACITY
One Platform, One Truth: Why Fragmented CX Tech Is Your Biggest Cost Center Disconnected AI tools don’t add up to a CX strategy — they add up to more overhead, more inconsistency, and more frustrated agents. Karaline Venezia, Chief Revenue Officer at Capacity, breaks down how fragmented point solutions are holding contact centers back and what it takes to build a stack where every channel, every agent interaction, and every automation shares the same knowledge and logic. Wednesday, September 9 | 11:00 AM | Seminar Theater
JIM IYOOB & SCOTT THOMAS
CRO | ETS LABS (ETECH) & COX AUTOMOTIVE
QA Is Broken. Here’s the Fix: Why QA Programs Plateau and What Breaks the Ceiling The contact center industry has a measurement addiction and a management problem. Organizations evaluate thousands of interactions per month, generate scores, flag trends, and then do almost nothing operationally different because of it. The distance between insight and action is where churn, compliance risk, and missed revenue compound quietly. Wednesday, September 9 | 11:45 AM | Seminar Theater
BRAD MURDOCH
CEO | DESKPRO
Evolution vs. Revolution: The AI Maturity Journey for CX This session will provide a grounded perspective on the integration and adoption of AI within CX. We will contrast the “Revolutionary” promises made by vendors—such as instant ROI—with the “Evolutionary” reality of gradual implementation and acceptance that mixed results are likely. Key highlights of the session include a review of some highprofile AI failures, the technical and human challenges to successful AI implementation, insights into the complexities of data security, and a 5-level maturity framework for moving from “Reactive” experimentation to “Autonomous” systems. Wednesday, September 9 | 12:30 PM | Seminar Theater
NIRAJ RANJAN ROUT CEO & CO-FOUNDER | HIVER The 40% Problem: Building an AI strategy for the tickets that will never be deflected The AI conversation in customer support has been dominated by one metric: deflection. But what about the 40% of tickets that will never be deflected? While AI can successfully automate routine, repetitive queries, the most valuable customer interactions are often the most complex, requiring judgment, cross-functional collaboration, account context, and human empathy. Yet most AI strategies stop where deflection ends. In this session, we’ll challenge the industry’s obsession with deflection rates and introduce a more practical framework for AI adoption in complex B2B support. Wednesday, September 9 | 1:15 PM | Seminar Theater 12
SCAN HERE FOR THE MOST UP-TO-DATE LINEUP STACEY DOEGE PRESIDENT | PROFITMAX (BIG WOLF SOLUTIONS) The Money Your Business Is Losing Without You Knowing It Learn how businesses unknowingly leave money on the table through overlooked tax credits, payroll strategies, operational inefficiencies, and missed financial opportunities. This educational session helps business owners identify hidden profit leaks within everyday operations and understand why many opportunities are missed through traditional reviews. No sales pitch — just practical business insights. Wednesday, September 9 | 2:00 PM | Seminar Theater
ROB DWYER
CX EXECUTIVE IN RESIDENCE & SENIOR TECHNICAL ACCOUNT MANAGER | LEVEL AI
GREG SARNOW
FOUNDER & CEO | ALLEGRO RESPONSE
Moving Beyond Insight Fatigue: How CX Operators Should Evaluate Agentic Tools
Transforming Customer Service & Collections with Agentic AI Virtual Voice Agents
CX operations have spent a decade investing in the customer-facing layer. The back-office coaches, QA leads, analysts - is still running on five-yearold workflows. Generic AI tools don’t close that gap because they don’t understand the work.
A decade ago, the brands that invested in great customer conversations won. The ones that waited lost ground they never got back. That same fork in the road is here again — and this time, the wave is already moving. Greg Sarnow has seen both sides of that decision. Come find out which side you want to be on.
This session makes the case for what AI workers built for CX operations actually require to deliver on their promise, gives operators a three-level maturity framework to assess where they stand, and leaves them with a concrete evaluation rubric for the category. Thursday, September 10 | 11:00 AM | Seminar Theater
Thursday, September 10 | 11:45 AM | Seminar Theater
JOEY SEEMAN
CEO | NOVA ECHO AI INC
The Three Phases of AI: What Every Business Owner Needs to Know Before It’s Too Late Most business owners think they understand what AI is going to do to their industry. They don’t. What’s coming isn’t just another tech shift - it’s a complete transformation of what a business even is, and it’s going to happen in phases that almost nobody is talking about. We’re in the first phase right now, and it’s the only window where you can get ahead of what’s next. The businesses that understand these phases and move aggressively during this one are going to look like geniuses in two years. Joey Seeman has been in the rooms where these decisions are already being made, and he’ll show you exactly which phase we’re in, what’s coming next, and what you need to do about it before it’s too late. Thursday, September 10 | 12:30 PM | Seminar Theater 13
ADVISORY BOARD JEAN-PIERRE (J.P.) DUMAS FOUNDER | CX & GROWTH STRATEGIES JP is a CX executive with 20+ years scaling customer experience, retention, and contact center operations at Expedia, Spectrum, and Comcast — leading organizations with $500M+ P&L responsibility and 5,000+ FTEs across sales, service, and digital channels. His track record includes $78M in AI-driven cost savings, 400% mobile sales growth, and a 33% reduction in employee attrition — outcomes earned by treating customer journey and employee experience as a single, connected system. As founder of CX & Growth Strategies, Jean-Pierre advises CX, customer success, and contact center leaders on AI-readiness, journey orchestration, and the operating discipline that turns frontline experience into measurable growth.
JIM IYOOB CHIEF CUSTOMER OFFICER | ETECH GLOBAL SERVICES Jim is the Chief Customer Officer at Etech Global Services and a recognized leader in customer experience transformation. With over 35 years in the call center and BPO industry, Jim has built his career on helping brands create human-centered, ROI-driven customer engagement strategies. He’s the recipient of numerous industry accolades, including induction into the CX Hall of Fame (2023 & 2025), recognition as one of ICMI’s Top 25 CX Thought Leaders, and finalist for CX Leader of the Year by CX Today.
TIM MITCHELL DIGITAL TRANSFORMATION & CX LEADER | CADENA GROWTH PARTNERS Tim is a seasoned leader in digital transformation, innovation, and customer experience, helping businesses across Africa leverage AI, cloud, IoT, RPA, and emerging technologies to create value and drive growth. He is the founder of Flux Labs, a startup accelerator, and has held senior roles at Cadena Growth Partners and Deloitte Africa, guiding corporate and startup clients through complex digital and strategic challenges. Tim is also an MBA lecturer and supervisor at GIBS, a keynote speaker, panel moderator, and startup coach, recognized for his work in CX, innovation, and leadership at platforms like CEM Africa, CXA Awards, and Africa Tech Week.
MARK MICHELSON REGIONAL DIRECTOR | THE AI COLLECTIVE Mark’s mission has been to help people understand each other by building research companies, teaching, organizing communities, producing conferences. A frequent speaker among the research, AI and CX circuits, Mark has also enjoyed a decade as an adjunct professor with MBA classes on entrepreneurship at University of Georgia, Kennesaw University, Georgia State University, and Georgia Tech.
DENNIS WAKABAYASHI CUSTOMER EXPERIENCE JOURNALIST | GLOBAL VOICE OF CX Dennis is recognized as the Global Voice of CX. His team cultivates several international media properties, connecting professionals from various continents and cultures, fostering a community of over 250,000 professionals passionate about customer experience. His programs include The CX Tea Show, The CX Hall of Fame, Experience Update Show, and CX In The Wild, along with a thriving YouTube channel offering a global perspective on the CX industry featuring well-known guests and leading brands worldwide. 14
2026 AWARD 2026 W INNE R
Every year, the Connect Series Expo celebrates these industry pioneers - driving breakthroughs, leading the way, advancing the industry, and setting a benchmark for others. Be inspired by the companies spotlighted by this award.
Customer Connect Innovation Award This award recognizes organizations demonstrating outstanding innovation in customer engagement. Keep an eye on this award to see the nominees showcasing cutting-edge technology, strategic processes, and more! NOMINEES
INBENTA
BOOTH
501
MIAREC 520
ASSEMBLED
724
REVMO 734
LEVEL AI 312
SCAN HERE TO LEARN MORE 15
SUPPORTERS These valued partners and supporters play a crucial role in shaping the exhibition and conference, sharing expertise, and connecting professionals with the latest solutions and innovations.
SPONSORS & PARTNER
LANYARD SPONSOR
FLOOR TILES SPONSOR
MEDIA PARTNERS
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CTG VILLAGE PARTNER
CONNECT CAFÉ Connect with people who are revolutionizing the sector - grab a coffee, start a conversation, and be part of the community driving modern business success! Network Welcome to Connect Café, your dedicated networking hub at the Connect Expo Series! Designed to bring together professionals from across a wide range of sectors, you will find experts from automotive, banking, healthcare, hospitality, retail, insurance, and more! This is the perfect space to meet, engage, and collaborate, whether you’re looking to exchange best practices, forge new partnerships, or reconnect with industry peers.
Engage Meet
Discuss Located on the show floor, the Connect Expo Series Café provides a dedicated setting for relaxed, professional, and meaningful conversations. Here you can take advantage of face-to-face networking opportunities where real connections are made organically, ideas are exchanged in real time, and industry relationships are built to last. Relax
Join your industry peers - CX, marketing, IT, and digital transformation leaders - to discuss the latest innovations, challenges, strategies, and solutions enhancing the digital landscape!
Collaborate
MAXIMIZE NETWORKING AT THE SHOW
Make the most of your experience with these tips:
1
PREPARE YOUR PITCH
Set yourself up for success and have a concise elevator pitch to introduce yourself.
2
BRING BUSINESS CARDS
Ensure you have enough business cards at the ready!
3
RELAX AND ENGAGE WITH YOUR AUDIENCE
Interact with your peers and hold genuine conversations - this will open up opportunities and allow you to build new business relationships.
4
UTILIZE THE PLATFORM
Leverage the tools from the event - schedule meetings prior to the show, follow up and connect on LinkedIn, and stay in contact with your peers!
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Day 1 - Wednesday, September 9 Day 2 - Thursday, September 10 18
KEYNOTE THEATER Agenda From Prompts to Agents: How AI Is Moving from Answers to Actions
SREEKANTH GOPI | NEUROHEART AI
11:00 AM - 11:30 AM
MOHAMMED SIDDIQUI | MICROSOFT The Journey to Becoming an AI Frontier Firm
11:45 AM - 12:15 PM
JIM TINCHER | HEART OF THE CUSTOMER, CXPA The Early Warning System: What 10,000 Customers Reveal About Growth
12:30 PM - 1:00 PM
SKANDA VIVEK | INTUIT Realizing Value from Production Agents in the Enterprise
1:15 PM - 1:45 PM
BRIAN POWERS | FOUNDEVER What to Expect When You’re Expecting (AI)
2:00 PM - 2:30 PM
UBE URBAN | UUDESIGN, SIMON-KUCHER Defining the Next Era of Digital CX, The Intelligent Future of CX
2:45 PM - 3:15 PM
SIDNEY MADISON PRESCOTT. MIRROR | MIRROR ®, EX-SPOTIFY Ethics as Infrastructure: Category-Defining Platforms After the Attention Economy Era
11:00 AM - 11:30 AM
PRASHANT YADAV | AMAZON WEB SERVICES Trust as Copetitive Advantage: The Business case for Responsible AI
11:45 AM - 12:15 PM
TINA ZHAO | BLACKROCK Agentic AI in Investment Management
12:30 PM - 1:00 PM
BEVERLY WRIGHT | INTUITIVE.AI Beyond the Bot: AI’s New Era of Customer Experience
1:15 PM - 1:45 PM
ERIK BOEMANNS | MIRABILITY Agentic Mischief
2:00 PM - 2:30 PM
GERSON MORALES | MINIMED From Digital Commerce to Connected Care
2:45 PM - 3:15 PM
For full details on each seminar, please visit: www.customerconnectexpo.com/agenda Content and speakers are subject to change.
JIM IYOOB & SCOTT THOMAS | ETS LABS (ETECH) & COX AUTOMOTIVE QA Is Broken. Here’s the Fix: Why QA Programs Plateau and What Breaks the Ceiling
11:00 AM - 11:30 AM 11:45 AM - 12:15 PM
BRAD MURDOCH | DESKPRO Evolution vs. Revolution: The AI Maturity Journey for CX
12:30 PM - 1:00 PM
NIRAJ RANJAN ROUT | HIVER The 40% Problem: Building an AI strategy for the tickets that will never be deflected
1:15 PM - 1:45 PM
STACEY DOEGE | PROFITMAX (BIG WOLF SOLUTIONS) The Money Your Business Is Losing Without You Knowing It
2:00 PM - 2:30 PM
MATT THOMPSON | INBENTA Why the Basics Keep Losing the CX Budget Fight
2:45 PM - 3:15 PM
ROB DWYER | LEVEL AI Moving Beyond Insight Fatigue: How CX Operators Should Evaluate Agentic Tools
11:00 AM - 11:30 AM
GREG SARNOW | ALLEGRO RESPONSE Transforming Customer Service & Collections with Agentic AI Virtual Voice Agents
11:45 AM - 12:15 PM
JOEY SEEMAN | NOVA ECHO AI INC The Three Phases of AI: What Every Business Owner Needs to Know Before It’s Too Late
12:30 PM - 1:00 PM
RAY S. NAEINI | ONVISOURCE, INC. Why AI Projects Fail and What are the Solutions to Ensure Success
1:15 PM - 1:45 PM
STUART DISCOUNT | ECAC Legislative & Regulatory Update: What Contact Centers Need to Know
2:00 PM - 2:30 PM
BRETT SHARP | CXPA & POROS ADVISORY LLC Designing CX Programs for the World Customers Actually Live In
2:45 PM - 3:15 PM
For full details on each seminar, please visit: www.customerconnectexpo.com/agenda Content and speakers are subject to change.
Day 1 - Wednesday, September 9
KARALINE VENEZIA | CAPACITY One Platform, One Truth: Why Fragmented CX Tech Is Your Biggest Cost Center
Day 2 - Thursday, September 10
SEMINAR THEATER Agenda CX Connect
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EXHIBITOR LISTINGS AGENTASSIST.COM BOOTH 801 AgentAssist.com delivers realtime agent assistance, automated QA, Call Summarization, and robust analytics tools – all in one powerful platform to improve contact center CX, compliance, performance, and more. agentassist.com ALLEGRO RESPONSE BOOTH 212 Allegro Response offers Live & Agentic AI Voice Agents and AI-Powered Automation working together to improve customer experience, reduce operational cost, and scale intelligently. Allegro will help you transform your Customer Service into a profit center. allegroresponse.com ASSEMBLED BOOTH 724 Assembled is the AI platform for customer support. We help companies manage both human and AI agents for more efficient, higher quality support. assembled.com BIG WOLF SOLUTIONS BOOTH 728 Uncover hidden revenue in your business. We help companies recover R&D tax credits, claim overlooked class action settlements, and reduce payment processing costs—often delivering significant savings with no upfront cost. bigwolfsolutions.com BOOSTLINGO BOOTH 732 Boostlingo is a language intelligence platform combining AI and human interpreting, translation, and automation to help organizations communicate clearly across languages. boostlingo.com 20
BOWTIE SOLUTIONS BOOTH 552 We specialize in providing outsourced BDC solutions tailored for the automotive industry and beyond. Our expertise extends to any sector where exceptional customer service, streamlined processes, and efficient scheduling are vital to enhancing the customer experience by leveraging innovative tech. bowtieautosolutions.com BROADBAND DYNAMICS BOOTH 216 BBD is a telco carrier and CPaaS supplier for enterprise clients. We provide SIP, XCaaS, Spam mitigation and Branded Calling. BBD can help our customers reduce cost and gain a higher level of service. broadbanddynamics.com CALLERS.AI BOOTH 516 One operational brain for every customer conversation. Run proactive calls, SMS, WhatsApp and in-app campaigns on top of your existing stack, then follow up, route, and learn automatically. Operator-first control, measurable revenue and CX outcomes, built for high-volume B2C teams. callers.ai CAPACITY BOOTH 436 Capacity is a unified CX Automation Platform built to help contact centers reduce costs, improve CSAT, and support both virtual and human agents with AI-powered efficiency. capacity.com/welcome
CCT SOLUTIONS INC BOOTH 738 CCT provides Multi-Experience customer engagement solutions, enabling interactions across voice, web, email, chat, co-browsing, messaging, and video. Our apps, deployable on-premises or in the cloud, integrate with EHR systems to reduce costs, improve efficiency, and enhance customer relationships. cct-solutions.com CHANNELVISION BOOTH 360 ChannelVision delivers timely insights across voice, data, access, managed and business services. What began as a small print magazine has grown into a full-scale multimedia hub encompassing ChannelVision Magazine, a suite of digital properties and industry awards. channelvisionmag.com CISNE AI CLOUD TECH GURUS BOOTH 500 Enterprise CX consulting led by 120+ former contact center VPs and SVPs who actually ran operations, delivering top tier strategy at roughly half the cost of the big firms. Backed by 4,000+ hours evaluating 1,000+ CX and AI vendors. Fully vendor neutral, practitioner first. cloudtechgurus.com COLLABORATIONROOM.AI BOOTH 305 CollaborationRoom solves the problem of managing agents in multiple environments by providing a Virtual Contact Center Floor platform. Provide your leaders the single tool they need to manage, train, coach, and ensure compliance of their teams no matter where they are in the world. collaborationroom.ai
CONSULT JC BOOTH 228 Zoho consulting and implementation specialists helping businesses automate operations through CRM integration, analytics dashboards, email marketing, website analytics, and financial management—streamlining workflows so teams can focus on growth, not manual admin work. CONVOSO BOOTH 301 Convoso is the leading AI-powered contact center platform purposebuilt for revenue teams. Since 2006, Convoso has remained at the forefront of innovation, consistently developing solutions to drive customer growth while supporting adherence to regulatory standards. convoso.com DAEMO AI BOOTH 132 Daemo AI is the visual command center for AI agents. Non-technical teams build software, automations, and intelligence workflows in plain English — no code. Replace a dozen disconnected tools and a flood of information with one workspace of persistent agents that do the work. See it live at our booth. DESKPRO BOOTH 308 Deskpro offers AI-driven help desk software enabling exceptional customer service and employee support from a single platform. Deskpro is available as a cloud SaaS service or can be deployed in private environments (e.g., VPCs, regional private clouds, sovereign clouds, enterprise data centers). deskpro.com DIAL WORLD COMMUNICATIONS BOOTH 744 Dial World Communications LLC is a leading provider of VoIP longdistance calls for call centers around the world. Dial World is unique in its ability to help its call center customers get past the production-killing filters blocking their calls and causing FAS. dialworldcom.com
EMSCALE BOOTH 208 EMSCALE is a Voice AI platform built for enterprise contact centers. Real-time conversations, seamless integrations, and complianceready deployments across healthcare, finance, and retail. emscale.com ENTERPRISE COMMUNICATIONS ADVOCACY COALITION (ECAC) BOOTH 503 ECAC is where advocacy meets action, representing the customer engagement industry before regulators while equipping members with the knowledge and resources to thrive. ecacusa.org ETS LABS BOOTH 306 ETS Labs is a premier enterprise AI company and AI solutions provider, transforming enterprises with our AI platform company expertise, delivering 100% interaction coverage and explainable AI technology. etslabs.ai FH CANN & ASSOCIATES BOOTH 440 FH Cann & Associates (FHC) is a pioneer in innovative customer contact solutions. A certified woman owned business, FHC specializes in providing creative strategies and fully managed staff to supplement the contact center, customer care, and business process outsourcing (BPO) needs of our clients. fhcann.com FIRST ORION BOOTH 424 First Orion creates forward-thinking solutions that deliver confidence in mobile communications. We equip carriers with the tools needed to vet scammers and revolutionize the way people use their phones. firstorion.com
FUNCTOR BOOTH 556 Are you outraged by your Cloud bills? Is your Data Infrastructure too expensive? Our software product DataSliv costs 60% less than ALL of the options currently in the market, and is deployable within 1-work day. Come check out our onpremise substitute for outrageously expensive Cloud data services. functorns.com GO ANSWER BOOTH 204 Go Answer delivers premier nearshore customer service outsourcing with 24/7 multichannel support across phone, chat, email, and social. AI-assisted, native English-fluent agents in the Caribbean and Latin America help brands cut costs, scale fast, and deliver exceptional customer experiences. goanswer.io HIVER BOOTH 316 Hiver is an AI customer service platform built for complex, high-stakes support—bringing together crossteam collaboration, automation, and full customer context to resolve the hardest requests, faster. hiverhq.com INBENTA BOOTH 501 Inbenta’s Encore delivers 98%+ accuracy, prevents hallucinations, and pre-approved auditable responses through a glass-box architecture built on 20+ years of enterprise AI experience. Inbenta.ai INNETEX Tell your story, your way. While you are Integrating, Networking, and Experiencing, we help you capture, track, and convert. A storytelling platform for sharing in physical interactions while tracking data digitally to ensure your organization isn’t missing any important information. signalnorth.agency/product-suit 21
EXHIBITOR LISTINGS INTERPROSE BOOTH 300 InterProse ACE is for collections departments looking to unify digital outreach, consumer self-service, AI-assisted workflows, reporting, and third-party tech integrations in one secure, web-based platform. Improve recovery performance, reduce manual work, and stay audit-ready at scale. interprose.com
MEDIAVAULT INC. BOOTH 303 We securely store, transcribe, and redact customer interactions—calls, chats, emails, and more—for as long as you need. SOC2 Type II certified, with PCI/PII/HIPAA-ready redaction, flexible retention, fast search, and no per-user licensing fees. We serve mid-market and enterprise clients worldwide. mediavaultplus.com
NUMBER SENTRY LLC BOOTH 536 Number Sentry delivers advanced Caller Identity Management Solutions to optimize outbound contact center operations. Our platform resolves spam labeling, reduces call blocking, and boosts connect rates with tools like Number Mapper and proactive monitoring for reliable, efficient communications. NumberSentry.com
INVOSYS LTD (DVS ANALYTICS, INC.) BOOTH 428 DVS Analytics is a trusted provider of workforce engagement management solutions like conversational analytics and workforce optimization, that help contact centers optimize their operations, drive customer satisfaction, and enhance employee performance. invosys.com
METER BOOTH 504 Meter delivers full-stack enterprise networking as a service—including Internet, Wi-Fi, switching, firewalls, cellular, security, installation, and ongoing management. One integrated platform provides reliable, secure connectivity across one location or thousands. Meter.com
ONVISOURCE BOOTH 400 Pioneers of “Un-Tooling AI” — moving beyond fragmented AI tools to deliver AI-native teammates that reason, act, and continuously learn. Built on 21 years of contact center domain experience, our platform transforms data into measurable outcomes in real time, improving agent performance, customer satisfaction, and operational efficiency. onvisource.com
MIAREC, INC. BOOTH 520 MiaRec transforms contact centers with AI-powered Quality Management and Conversation Intelligence. Our latest innovation, MiaRec IMetrics, delivers CX insights like CSAT, NPS, and NES —without surveys. Automate QA and improve CX with MiaRec. miarec.com
PALOMARR LLC BOOTH 404 Palomarr is your trusted partner in finding CX technology that fits your unique business needs. Using cutting edge AI, we guide you through the complex buying journey, from identifying pain points and setting goals to evaluating vendors and executing solutions. palomarr.com
LAIVLY INC BOOTH 304 Laivly helps leading brands operationalize AI in their contact centers through Sidd, our AI platform. Sidd integrates directly into existing customer service operations, configured to align with each brand’s unique goals. laivly.com LEVEL AI BOOTH 312 AI + human intelligence through the full customer journey. Powered by proprietary models. Because commodity AI wasn’t built for enterprise complexity. thelevel.ai LINKLIVE BOOTH 800 LinkLive helps customer experience and contact center teams modernize customer engagement with AI-native voice, chat, messaging, and virtual agents, delivering faster answers, smarter service, and trusted experiences across every channel. Visit linklive.ai for more information. linklive.ai 22
NEXTIVA Nextiva is an agentic customer experience platform unifying business communications and customer engagement. Organizations use Nextiva for phone, video, messaging, contact center, and AI-powered insights—all on one reliable platform backed by Amazing Service®. novaecho.ai NOVA ECHO AI INC BOOTH 528 A Call Center In Your Pocket. novaecho.ai
PERFECTVISION ChannelVision delivers timely insights across voice, data, access, managed and business services. A full-scale multimedia hub, ChannelVision offers a print magazine, a suite of digital properties and industry awards, and annual CVxEXPO event (Nov. 17-18, in Glendale, AZ). perfect-vision.com PIEDMONT GLOBAL BOOTH 302 As a Strategic Globalization Organization (SGO), we replace fragmented, transactional language services with a single global operating system – integrating strategic insight, cultural fluency, data intelligence, and technology to help organizations reduce vendor sprawl, strengthen compliance, and connect with diverse domestic communities and global markets. piedmontglobal.com
PREMIER BUSINESS TEAM BOOTH 504 Premier Business delivers tailored business solutions to drive growth and efficiency. Leverage our expert team to negotiate on your behalf, securing the best overall solution from multiple vendors, optimizing operations, and enhancing performance. Visit us to learn how we can support your business. premierbusinessteam.com
SANDEZA INC BOOTH 624 Sandeza is a specialized IT solutions company, with a strong focus and IP in Al-enabled Contact Center solutions. Our ARTA Platform integrates multiple voice and CRM software, providing agents a single control panel, voice and ticket analytics, backed by our implementation and support services. sandeza.ai
PROFITMAX BOOTH 728 Helping business owners uncover hidden profit opportunities, reduce unnecessary expenses, and identify overlooked tax credits that improve cash flow and profitability without disrupting operations. profitmax.co
SERVANTECGLOBAL BOOTH 508 ServantecGlobal helps startups and small businesses use technology to operate more efficiently, elevate work quality, increase revenue, and reduce operational risk. servantecglobal.com
QUESTIONPRO BOOTH 420 QuestionPro Customer Experience is the feedback and journey management platform that turns insights into actionable data, enabling companies to forge stronger, lasting customer relationships. We help you understand your customer journeys to drive meaningful action. questionpro.com/cx REVMO BOOTH 734 Revmo resolves Tier 1 calls automatically across phone, text, and chat giving businesses 24/7 coverage without the cost of overnight staffing or BPO surge pricing. It integrates with your existing systems to complete real workflows, so you stop paying human rates for work that doesn’t need humans. revmo.ai ROCKETDADDY, LLC BOOTH 720 AI infrastructure, AI call centers, smart security & voice agents that boost conversions & scale. rocketdaddy.ai
SIMPLE AI BOOTH 505 Simple AI creates voice-first, omnichannel AI agents for sales and support. Our solution integrates with your existing systems to handle customer conversations across voice, chat, SMS, and email, including built-in quality monitoring and Agent Assist. usesimple.ai SPECIALTY ANSWERING SERVICE BOOTH 510 Specialty Answering Service (SAS) provides 24/7 live answering and AIpowered virtual receptionist solutions for businesses of all sizes. Our hybrid human + AI service captures leads, books appointments, dispatches calls, and delivers seamless customer support around the clock. specialtyansweringservice.net STUBBER, INC BOOTH 730 Customers don’t want another chatbot. They want to be heard, remembered and helped. Stubber helps your business know who they are, understand what they need and work across your systems to get it sorted. No queues. No repeating yourself. Anytime. stubber.com
TRUCX BOOTH 456 TruCX is a purpose-built discovery platform that helps technology buyers align stakeholders, simplify planning, and turn insights into clear, actionable requirements, enabling smarter, faster decisions. trucx.net VALENCE VIBRATIONS, INC BOOTH 502 Voice AI listens to what your customers say. We hear how they say it. Our emotion AI reads the acoustic layer of every call in real time, before transcription, at 92% production accuracy. Live agent coaching, emotion-aware routing, and full-coverage QA that cut handle times 10 to 30% in production. getvalenceai.com VALUELABS BOOTH 736 ValueLabs is an information technology company that empowers clients with tailored technology solutions. By harnessing the power of AiDE®, our proprietary GenAI platform, and other cuttingedge technologies, we drive meaningful business outcomes. valuelabs.com VERIZON WIRELESS BOOTH 422 Stop by our booth to discuss your business continuity needs! verizon.com XCEL SOLUTIONS BOOTH 340 XCEL Solutions is a leading provider of insurance pre-licensing and continuing education, trusted by 1,000+ partners and 1.5 million learners nationwide. Our proven, state-specific training programs help agencies and individuals pass faster, retain more, and succeed sooner through expert instruction and scalable enterprise support. xcelsolutions.com 23
9th September - 10th September
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Connect Cafe
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Keynote Theater 1
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Show Management Office
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Theater 2
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Cloud Tech Gurus Village
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EXHIBITOR LISTINGS A-Z AGENTASSIST.COM
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INTERPROSE
300
ALLEGRO RESPONSE
212
INVOSYS LTD (DVS ANALYTICS, INC.)
428
ASSEMBLED
724
LAIVLY INC
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BIG WOLF SOLUTIONS
728
LEVEL AI
312
BOOSTLINGO
732
LINKLIVE
800
BOWTIE SOLUTIONS
552
MEDIAVAULT INC.
303
BROADBAND DYNAMICS
216
METER
504
CALLERS.AI
516
MIAREC, INC.
520
CAPACITY
436
NOVA ECHO AI INC
528
CCT SOLUTIONS INC
738
NUMBER SENTRY LLC
536
CHANNELVISION
360
ONVISOURCE
400
PALOMARR LLC
404
CISNE AI CLOUD TECH GURUS
500
PERFECTVISION
COLLABORATIONROOM.AI
305
PIEDMONT GLOBAL
302
CONSULT JC
228
PREMIER BUSINESS TEAM
504
CONVOSO
301
PROFITMAX
728
DAEMO AI
132
QUESTIONPRO
420
DESKPRO
308
REVMO
734
DIAL WORLD COMMUNICATIONS
744
ROCKETDADDY, LLC
720
EMSCALE
208
SANDEZA INC
624
ENTERPRISE COMMUNICATIONS ADVOCACY COALITION (ECAC)
503
SERVANTECGLOBAL
508
ETS LABS
306
SIMPLE AI
505
FH CANN & ASSOCIATES
440
SPECIALTY ANSWERING SERVICE
510
FIRST ORION
424
STUBBER, INC
730
FUNCTOR
556
TRUCX
456
GO ANSWER
204
VALENCE VIBRATIONS, INC
502
HIVER
316
VERIZON WIRELESS
422
INBENTA
501
VALUELABS
736
XCEL SOLUTIONS
340
INNETEX
25
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