10:00 a.m.–10:30 a.m.

Registration and breakfast

10:30 a.m.–10:35 a.m

Welcome Address

Eric Johnson, CEO, UserTesting 

10:35 a.m.–11:15 a.m.

Keynote: The Experience Gap: What Brands Miss—and Why It Matters Now More Than Ever

Jamie Anderson, President, UserTesting | Joe Megibow former CEO of Casper and Purple

Details:
As inflation, tariffs, and economic pressure reshape buying behaviors, customers are becoming more selective—and less forgiving. In this environment, price alone won’t win. In this keynote, UserTesting President Jamie Anderson, joined by former Casper and Purple CEO Joe Megibow, explores the growing gap between what companies think they deliver and what customers actually experience. Together, they’ll unpack why traditional feedback methods fall short, how expectations have outpaced CX investments, and why closing the experience gap with real human insight has become a business imperative.

11:15 a.m.–12:00 p.m.

Presentation followed by fireside chat: Insights are the Heart & Soul of Innovation 

Guest Speaker: Nikkia Reveillac, keynote speaker and former Global Insights Executive at Netflix, Twitter, and Colgate-Palmolive
Fireside Chat Moderated by Connie Guglielmo, ex editor in chief, CNET, Forbes, Bloomberg, and Wired

Details:
What’s the key to true innovation? While brilliant minds, and great ideas are essential, real breakthroughs happen when you deeply understand your customers’ needs. The joy that comes from creating something that truly makes a difference in people’s lives is unmatched. By keeping these fundamental human truths at the heart of your strategies—whether in product development, design, branding, or marketing—you can make your offerings stand out in an increasingly competitive marketplace.

In this talk, Nikkia Reveillac delves into how you can unlock the power of data and insights to drive innovation. Unlocking consumer insights isn't just for big businesses; it's a journey anyone can embark on with curiosity, empathy, and a willingness to listen.

12:00 p.m.–12:10 p.m.

Connection Break

12:10 p.m.–12:50 p.m.

Presentation: Mass Personalization at Scale for CX in an Age of AI

Guest Speaker: R “Ray” Wang, Principal Analyst of Constellation Research

Details:
AI powered experiences now provide the foundation for elevated CX. Learn how the end game of AI is better decisions and how leading teams are adapting, designing, and scaling AI. See how CX use cases come to life with AI and learn when and where to insert a human.

12:50 p.m.–1:00 p.m.

illumi awards

1:00 p.m.–1:45 p.m.

Lunch

After you grab a bite, step into a one-of-a-kind aura photo experience—see your energy visualized in vibrant color and reflect on how emotion, mindset, and human behavior shape the experiences we create and share

1:45 p.m.–2:30 p.m.

Panel Discussion: Delivering on Brand Promises Through Human Insight and Design

Guest panelists: 
Raeling Kirk Sr Director, Customer Insights at Collectors  |  Samantha Warren, Senior Director Design, Adobe  |  Leanne Waldal, Customer Experience Research Leader

Moderated by: Baran Erkel, Chief Strategy Officer, UserTesting 

Details: 
As organizations scale, staying connected to the customer—and consistently delivering on brand promises—becomes increasingly complex. In this panel discussion, leaders from Adobe, Collectors, and a seasoned CX research leader from a global technology company will share how they’re driving smarter decision-making, fueling innovation, and ensuring every product, service, and experience stays true to the brand. Join this conversation to learn how top enterprises are operationalizing customer centricity through insight-led design and collaboration. 

2:30 p.m.–3:00 p.m.

Live Podcast: Fearless by Design: Driving Innovation with Confidence 

Design Better Podcast w/ host Elijah Woolery
Guest: Amy Lokey, CXO, ServiceNow

Details:
Innovation moves fast—but failure is costly. In this live recording of the Design Better Podcast, hosts Aarron Walter and Eli Woolery sit down with Amy Lokey, Chief Experience Officer at ServiceNow, to discuss how experience-led organizations are reducing risk, testing early, and accelerating innovation across product, design, and CX. Hear how Amy brings together cross-functional teams to stay ahead of evolving customer expectations—by building with confidence and designing for impact.

3:00 p.m.–3:10 p.m.

Connection Break 

3:10 p.m.–4:00 p.m.

Closing Keynote: AI Business Transformation: Innovation Starts with Experience Design

Guest Speaker: Brian Solis, Futurist, Author, Anthropologist 

Details: 
AI Business Transformation: Innovation Starts with Experience DesignBrian Solis is not only Head of Global Innovation at ServiceNow, he’s also one of the world’s foremost authorities on customer experience innovation. He literally wrote the book on it. In this special session, Brian will explore how AI creates exponential opportunities to drive business transformation and growth through human-centered experience design.

4:00 p.m.–5 p.m.

Happy hour, networking, and an aura photo experience