At InMoment, we believe the future of CX lies in integration, where AI goes beyond data collection. In this new era, your data should talk to you—delivering powerful, actionable insights that drive strategic decisions and measurable outcomes. Join us as InMoment’s VP of Product Strategy & Growth, Katherine Swintek, showcases how our AI-powered solutions are transforming how CX leaders capture and respond to customer signals. Learn how generative AI can help you elevate your CX program, stay ahead of industry shifts, and unlock the full potential of your customer experience strategy.

At St. Luke’s Medical Center, patient experience is undergoing a powerful transformation—one that blends empathy with innovation to meet the rising expectations of modern care. In this session, Janice Tiambeng shares how the team is using real-time feedback, emotional intelligence, and human-centred design to reshape healthcare interactions at every level. With over 50,000 responses collected annually, patient voice now drives meaningful change across departments—turning feedback into action, and care moments into lasting trust.

Transforming CX and using simple insights to drive meaningful outcomes. Jason Katsambiris, Global Program Manager at Aesop, will unpack this opportunity and share how his team is bridging the gap between customer experience and measurable business impact. In this session, Jason will showcase Aesop’s approach to building a compelling CX business case, engaging the organisation around data, and driving lasting change.

As one of the country’s most established insurers, Insular Life faced a turning point—how to stay visible and relevant as new players flood the market. In this session, Ethel Joy B. Salazar, Head of Operational and Customer Excellence, shares how the company is transforming its customer experience from the ground up. From fixing foundational processes to building a culture of advocacy, Ethel unpacks how her team is modernising the brand through experience—proving that you don’t need a big team to drive big change, just shared ownership, smart design, and a strong story.

A well-structured Voice of the Customer (VoC) program enables organizations to drive cost savings and operational efficiency by leveraging customer insights to streamline processes, reduce waste, and enhance service delivery. A key component of an effective VoC program is a closed-loop system, ensuring that feedback is not only collected but also acted upon in a timely manner.

Last year, we introduced the what of Integrated CX—this year, we're unpacking the how. Join Gillian Mackay and Justin Rehayem from InMoment for a behind-the-scenes look at the technical engine that powers Integrated CX. From mapping diverse signals across the customer journey to applying best-in-class Natural Language Understanding (NLU), this session breaks down the AI logistics and platform design that turn raw feedback into real-time, unified insights. If you're ready to move from vision to execution, this is where it gets real.