Wave Agenda

Every brand wants to be customer-centric. The harder question is how to build an organization that actually gets better at it every year, as customer expectations and the technology landscape continue to evolve faster than ever. The leaders pulling ahead are designing systems that compound: learning from every interaction to improve the next one and make the business smarter. Join us for a candid conversation with three of these leaders about what an exceptional experience will look like in the years ahead, how they're deploying AI and the operating systems around it to deliver on that vision, and what it takes to keep getting better.

Many companies are in the early innings of developing a truly hybrid workforce, where human and AI Agents collaborate to deliver better customer experiences. The organizations getting the most from both treat them as a single team, routing each conversation to whoever handles it best and passing context cleanly when it changes hands. Join leaders from two Cresta customers who run AI agents alongside their human teams for a candid discussion on where each excels, how they measure and compare performance, and what one workforce looks like in practice.

Join the Cresta team for a hands-on workshop where you'll work in small groups to build and optimize an AI agent from scratch using Cresta Conductor. You'll find the right opportunity to automate, refine the requirements Conductor drafts, test the agent in simulated conversations, and ask Conductor to fix what you find. No coding experience required.

Your customer conversations already hold the answers to many of your biggest business questions. Join Cresta's Insights team for a workshop on building your own executive command center with the full Cresta Insights platform and AI Analyst. You'll learn how to bring customer, conversation, and journey insights into one view, track what's changing across your operation, and use AI Analyst to find out why.

AI is reshaping every layer of the CX stack, and the organizations moving fastest are the ones where CX and IT leaders are building toward the same vision. Join a panel of CIOs from leading enterprises for a candid discussion on where they believe AI for CX is heading and how they partner with their CX counterparts to bring the customer experience of the future to life.

AI is fundamentally transforming the way companies capture, measure, and understand the voice of their customers. Join CX leaders who are rebuilding their VoC and measurement programs from first principles for a candid discussion on bringing in new sources of customer data, building a fuller picture of journeys, outcomes, and perception, and setting up the operating rhythms that turn insights into change. They'll share what's worked so far, what they've had to unlearn, where they're headed next, and how they tie it all to the outcomes their executive teams care about.