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 Loyalty Illusion: Earning Loyalty When Price No Longer Wins

Johann Wrede, Chief Marketing Officer, UserTesting 

Details:
Most brands think they have loyal customers. The truth? They have customers who haven’t left—yet. In this keynote, UserTesting Chief Marketing Officer Johann Wrede will challenge conventional thinking around customer loyalty and expose why traditional, reactive approaches to customer insight are no longer enough. He’ll explore how modern teams are moving beyond lagging indicators to proactively understand their customers—closing the gap between what companies deliver and what customers actually expect. Learn how today’s most forward-thinking brands are designing experiences that don’t just retain customers—but create believers.

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.–12:05 p.m.

Connection Break

12:05 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.

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 

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 and experiential activations

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 Loyalty Illusion: Earning Loyalty When Price No Longer Wins

Johann Wrede, Chief Marketing Officer, UserTesting 

Details:

Most brands believe they have loyal customers. The reality? Many simply have customers who haven’t left—yet. Many simply have customers who haven’t left—yet. In this keynote, UserTesting CMO Johann Wrede will challenge long-standing assumptions about what truly drives loyalty in today’s market. He’ll make the case that experience—not just price or product—is now the ultimate differentiator, especially as customers grow more discerning and expect more from every interaction. 

11:05 a.m.–11:50 p.m.

Fireside Chat

With Bernard Marr, Futurist and International Best-Selling Author

11:50 a.m.–12:00 p.m.

Connection Break

12:05 p.m.–12:45 p.m.

Main stage presentation

12:45 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.

Fulfilling Brand Promises Through Human Insight and Design

Guest panelists: 
Mary MacPherson, Group Director, Chief Customer Office  |  Remya Ramesh, Design Leader at a Global Tech |  Natalie Raine, Head of Marketing & Brand Newcastle FC 

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 of the Braw Tech Podcast

With host Amy Kelly

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 and experiential activations