2025 Strategic Impact Summits

Summit Leader: Brad Cleveland (Senior Advisor and Former CEO, International Customer Management Institute (ICMI))

Intro
8:00 – 8:05 AM

Unified CX Strategy: Bridging the Gaps in Enterprise Customer Interactions
8:05 – 8:40 AM
Presented by: Justin Robbins (Founder & Principal Analyst, Metric Sherpa)

As customer expectations evolve, managing multiple interaction points across an enterprise becomes increasingly complex. From contact centers to digital channels, enterprises must adopt a cohesive approach to unify people, processes, technology, and CX strategy. In this session, CX expert Justin Robbins will guide leaders through building a comprehensive customer interaction strategy that aligns all channels and drives consistency.

Key takeaways:

• Frameworks for designing an integrated CX strategy
• Steps to align IT and CX teams
• Methods for evaluating and optimizing customer interaction points

Wrap-up
8:40 – 8:45 AM

Networking Break
8:45 – 9:00 AM

Intro
9:00 – 9:05 AM

Customer Satisfaction: Why Business Leaders Fail to Recognize How Bad Customer Service is—and How to Fix it
9:05 – 9:40 AM
Presented by: Robin Gareiss (CEO & Principal Analyst, Metrigy)

Despite the increasing investment in contact center technology, customer satisfaction continues to decline. While only 19% of consumers feel customer service has improved, 77% of business leaders believe it has—highlighting a significant disconnect. This session will dive into what's driving the gap, backed by extensive consumer and business research.

You'll explore:

• Which technologies resonate (and don't) with consumers
• What businesses are getting wrong and how it's fueling customer dissatisfaction
• The balance between technology and people in delivering exceptional service
• The top 5 changes needed to boost your company's CSAT

Wrap-up
9:40 – 9:45 AM

Networking Break
9:45 – 10:00 AM

Intro
10:00 – 10:05 AM

Can Journey Analytics Drive Digital Channel Success?
10:05 – 10:40 AM
Presented by: Nicolas de Kouchkovsky (Industry Analyst & Fractional CMO, CaCube Consulting)

Many businesses struggle with digital strategies, as only one-third of customers choose digital as their first option, despite significant investments. Channel switching often lowers satisfaction, and CX teams face challenges like low self-service containment, channel hopping, and fragmented customer journeys. Customer Journey Analytics (CJA) has emerged as a key tool to address these issues, offering a way to diagnose and solve problems in multi-channel experiences.

Key takeaways:

• Discover why self-service how low containment and how to improve it
• Understand the impact of channel hopping and fragmented journeys on customer satisfaction
• Learn how Customer Journey Analytics can optimize multi-channel experiences

Wrap-up
10:40 – 10:45 AM

Summit Leader: David Danto (Principal Analyst, TalkingPointz)

Intro
8:00 – 8:05 AM

AI-Driven Meeting Rooms: Are We Cutting Costs and Boosting Performance--Or Losing Quality?
8:05 – 8:40 AM
Presented by: David Danto (Principal Analyst, TalkingPointz); Kevin Cigler (Media Architect, MITRE)

This session explores how AI and Machine Learning are revolutionizing meeting room technology by replacing costly hardware with software-driven solutions. AI-powered features like sound cleaning, voice isolation, and multi-camera video conferencing are improving room performance while reducing installation costs.

Takeaways:

• How AI-driven features lower installation costs and improve room performance
• The shift away from hardware and the reduced need for specialized expertise
• Future possibilities of AI in enhancing enterprise meeting environments

Wrap-up
8:40 – 8:45 AM

Networking Break
8:45 – 9:00 AM

Intro
9:00 – 9:05 AM

Building the Connected Office for the Next Generation
9:05 – 9:40 AM
Presented by: Aaron Roe (Managing Director, Strategy and Transformation Leader, Deloitte Technology, Deloitte US)

AI and advanced technologies are transforming the Connected Office, helping enterprises create seamless hybrid work experiences. Join a leader from Deloitte’s AV organization to explore key elements like identity access management, location tech, wireless-join systems, and software advances. You'll learn how to integrate these into a cohesive strategy that balances technical and business needs for future office environments.

Takeaways:

• Key technologies driving the Connected Office
• How to integrate tech solutions into a unified plan
• Insights from Deloitte’s approach to the office of the future

Wrap-up
9:40 – 9:45 AM

Networking Break
9:45 – 10:00 AM

Intro
10:00 – 10:05 AM

KPMG Lakehouse Case Study: Priorities for a Major Upgrade
10:05 – 10:40 AM
Presented by: Damon Talley (Lead Engineer, KPMG); Andy Howard (Founder & Managing Director, Howard & Associates)

When KPMG upgraded its KPMG Lakehouse learning and innovation center, advanced video capabilities were a key focus. In this session, the video leader for the project will outline:

• Key priorities driving KPMG’s video strategy for Lakehouse
• How compliance challenges were addressed and technology decisions made
• The future vision for KPMG’s video conferencing solutions

Attendees will get an inside look at how KPMG built a cutting-edge videoconferencing environment to train its future leaders.

Wrap-up
10:40 – 10:45 AM

Summit Leader: Steve Leaden (Founder & President, Leaden Associates)

Intro
8:00 – 8:05 AM

First Citizens Bank Case Study: Moving from Infrastructure Management to Business Enablement
8:05 – 8:40 AM
Presented by: Abe Smith (Telecom/Voice Network Architect, IT Network Services, SVB A Division of First Citizens Bank)

Maintaining your communications infrastructure can be a full-time job, especially as cloud services expand, and security and resilience become increasingly important. To effectively support your business use cases, a more strategic vision is essential. In this session, you'll hear from a large financial institution about:

• The importance of a strategic vision for communications infrastructure
• Their insights on adaptable infrastructure design
• A roadmap for aligning communications with evolving business requirements

Wrap-up
8:40 – 8:45 AM

Networking Break
8:45 – 9:00 AM

Intro
9:00 – 9:05 AM

Moffitt Cancer Center Case Study: An IT Roadmap for a High-Growth Enterprise
9:05 – 9:40 AM
Presented by: Manny Rodriguez (Manager, Unified Communications, Moffitt Cancer Center)

Big growth is happening at Tampa’s Moffitt Cancer Center! With plans to add 7 new buildings in just 3–4 years, their IT leaders are gearing up for major changes.

Join two of Moffitt’s IT pros as they share how they’re tackling challenges and seizing opportunities to evolve their AV systems, contact center, remote work tools, mobile tech, and more. Get a firsthand look at their plans to craft a future-ready IT strategy and walk away with fresh insights to navigate transformation.

• Supporting virtual health practice
• Expanding the contact center
• Developing strategies and governance around AI
• Growing and advancing the AV/video ecosystem
• Advancing cloud solutions
• Supporting a mobile and remote workforce
• Gaining efficiencies as the IT organization's growth lags behind that of the overall business

Wrap-up
9:40 – 9:45 AM

Networking Break
9:45 – 10:00 AM

Intro
10:00 – 10:05 AM

Think Big, Connect Better: A Case Study on Strategic Growth
10:05 – 10:40 AM
Presented by: Brian Honaker (Voice Engineer and Lead CC Architect, University of Central Florida), Thomas Densmore (Network Architect II - Unified Communications, University of Central Florida)

The University of Central Florida (UCF) approaches its IT operations like a corporate enterprise, delivering technology capabilities across diverse functions such as police, medical, and hospitality services across four campuses. Now, UCF is implementing a bold strategy to leverage technology in driving growth and meeting key objectives.

• Learn how UCF is extending CX technology beyond the contact center to enhance student success
• Discover how these education-focused initiatives apply to enterprises across industries
• Gain actionable insights and strategies to elevate your own technology approach

Wrap-up
10:40 – 10:45 AM