Accelerate CX: AI, innovation and the next era of experiences

10:00 a.m.–10:30 a.m.

Registration and breakfast

10:30 a.m.–10:35 a.m

Welcome Address

Baran Erkel, Chief Strategy Officer, UserTesting 

10:35 a.m.–11:05 a.m.

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

Johann Wrede, Chief Marketing Officer, UserTesting 

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 Chief Marketing Officer Johann Wrede, explores the growing gap between what companies think they deliver and what customers actually experience. He’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.

11:05 a.m.–11:50 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 Ron Miller, Operating Partner and Editorial Director at boldstart ventures and ex-TechCrunch Enterprise Technology Reporter 

11:50 a.m.–12:00 p.m.

Connection Break

12:00 p.m.–12:45 p.m.

AI Business Transformation: Innovation Starts with Experience Design

Guest speaker: Brian Solis, Futurist, Author, Anthropologist 

Details:
Brian 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.

12:45 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: 
Amy Stillman, VP, Product, Cedar Systems  |  Dan Van Tran, CTO, Collectors |  Danny Blatt, Sr. Director CX Research & Behavioral Science, Pfizer

Moderated by: Michelle Engle, Chief Product 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 Collectors, Cedar Systems, and Pfizer 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/ hosts Aarron Walter & Eli Woolery 
Guest: Guest: Shani Sandy, Vice President, Experience Design, IBM

3:00 p.m.–3:10 p.m.

Connection Break 

3:10 p.m.–4:00 p.m.

Closing Keynote: Making it to the finish line

Seth Godin, Best-Selling Author, Entrepreneur, & Agent of Change

Details:
In his talk, the bestselling author and entrepreneur explains to the audience that the hardest part of an idea, a startup, a new strategy or a business proposal is the getting started part of the equation. Godin stresses in his creative innovation keynote that coming up with simple ideas is not the hard part, but really embracing them and making sure that they are finished is. The entrepreneur knows how hard it is to share projects or ideas with the world; however, he thinks getting over these doubts—which come out for our 'lizard brain'—is the most important part because that “thrash at the beginning” is normal, we just need to keep going.

4:00 p.m.–5 p.m.

Happy hour, networking, and an aura photo experience

10:00 a.m.–10:30 a.m.

Registration and breakfast

10:30 a.m.–10:35 a.m

Welcome Address

Jamie Anderson, President, UserTesting 

10:35 a.m.–11:05 a.m.

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

Johann Wrede, Chief Marketing Officer, UserTesting 

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 Chief Marketing Officer Johann Wrede, explores the growing gap between what companies think they deliver and what customers actually experience. He’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.

11:05 a.m.–11:20 a.m.

Presentation: Beauty Meets Brains: How Human Insight Fueled L’Oréal’s AI Innovation

Katie Zibert, Senior Manager, Digital Products & Experiences at L’Oréal

Details:
Discover how L’Oréal launched Beauty Genius, the first-ever AI beauty advisor, by embedding human insight at every stage of development. In this 15-minute talk, you’ll hear how the team used real customer feedback to ensure inclusivity, usability, and resonance—offering a powerful example of how technology, creativity, and customer understanding come together to drive innovation.

11:20 a.m.–11:45 a.m.

Fireside Chat: Katie Zibert, L’Oréal in conversation with Bernard Marr, Futurist and International Best-Selling Author

With Bernard Marr, Futurist and International Best-Selling Author

Details:
An inside look at how L’Oréal brought AI innovation to life through human insight, and what it means for the future of customer-led product development.

11:45 a.m.–11:55 a.m.

Connection Break

11:55 p.m.–12:30 p.m.

Presentation: Doing, not talking. Co-creating impact in your organisation 

Adam Lawarence, leading expert in Design Thinking and Co-founder, WorkPlayExperience

Details:
What separates talkers from doers in innovation? In this fast-paced, hands-on session, Adam explores the mindsets and micro-behaviors that create momentum and real-world progress — even under pressure.

12:30 p.m.–12:45 p.m.

illumi awards

12:45 p.m.–1:45 p.m.

Lunch

Enjoy a curated lunch and take this time to connect with fellow thought leaders and industry peers. Share insights, spark new ideas, and get ready for an inspiring afternoon of sessions.

1:45 p.m.–2:30 p.m.

Fulfilling Brand Promises Through Human Insight and Design

Guest panelists: 
Mary MacPherson, Group Director, Chief Customer Office, Bank of Ireland  |  Remya Ramesh, Design Leader at a Global Tech I Stratis Valachis, Sr. Product Design Manager at Gousto I Peter Yeomens, Lead User Researcher at Wise

Moderated by: Michelle Engle, Chief Product Officer, UserTesting 

Details:
As organisations grow, maintaining a strong connection with the customer—and consistently delivering on brand promises—becomes increasingly complex. In this panel discussion, cross-functional leaders will share how they are enabling more informed decision-making, driving innovation, and ensuring every product, service, and experience remains 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 Taping: Braw Tech Podcast

Host: Amy Kelly | Guest: Michael Cockburn, CEO & Co-Founder of Desana

Details:
Join us for a live recording of the Braw Tech Podcast as Michael Cockburn shares how truly understanding customer pain points can transform a product from a “vitamin” to a “painkiller”—building solutions that customers can’t live without.

3:00 p.m.–3:10 p.m.

Connection Break 

3:10 p.m.–4:00 p.m.

Closing Keynote: The X factor of Customer Centricity

Nancy Rademaker, International Keynote Speaker & Co-Founder at Drawify and Speakers Club

4:00 p.m.–5 p.m.

Happy hour, networking and turn your selfie into latte art