Detailed Agenda
MAY 14, 2025 | VIRTUAL CONFERENCE
Build your personal agenda at the conference designed to address your XM challenges. 
Partner with other conference participants in drafting an action plan to address their XM challenges using key learning from conference sessions to walk away with solutions. Each session is built around a core competency, giving you the chance to dive deep, expand your expertise, and explore new strategies that drive real impact.

Core Competencies

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8:00 AM EST
8:00 - 8:15 am (15 min)
Welcome and Opening Statement
XMGlobal Collaborative Founder and Executive Director, Tom DeWitt will kick off the morning, opening the XMGlobal Virtual Conference with an inspirational look at how we got here and what amazing content and lively networking awaits.
Tom DeWitt
Executive Director / Founder
XMGlobal Collaborative
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8:15 AM EST
8:15 - 8:45 am (30 min)
Breakout Sessions: Presentations
Each breakout session features a 20 minute presentation, followed by 10 minutes of live Q & A. Please note that sessions are categorized according to their Experience Management (XM) Core Competencies.
Bridging Communities and Impact: Empowering Stakeholders for Lasting Change
Pablo Esteves
Adjunct Faculty / Executive Director
IE University / Emzingo Group
(Spain)
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The Year of AI and Customer Centricity
Muss Haq
Founder/CEO
RU-CX.com
(United Kingdom)
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The Power of Co-Creation: Involving Customers in Service and Product Development
Imad Hazeem
Managing Partner
TenorFlow XM
(Palestinean Authority)
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CX Without Borders: Creating a Unified Approach to Customer Experience
Ladislau Batalha
International Customer
CEO
(UAE)
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Delightful Intelligence
C. Todd Lombardo
Adjunct Professor
IE Business School
(USA)
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8:45 AM EST
8:45 - 9:00 am (15 min)
Break and Networking
9:00 AM EST
9:00 - 9:30 am (30 min)
Breakout Sessions: Presentations
Each breakout session features a 20 minute presentation, followed by 10 minutes of live Q & A. Please note that sessions are categorized according to their Experience Management (XM) Core Competencies.
From Gatherings to Movements: How XM-Driven Events Are Changing the Way We Connect
Katie Mason
Event Marketing & CX Strategy Consultant
Katie Mason Consulting
(Australia)
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Employee Experience for Growth: The Engine Powering Organizational Performance
Olga Budieri
CXSA Group
SVP Projects Delivery & Advisory
(Jordan)
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Empathy as a Leadership Tool in Customer Experience Management
Michael Brandt
Michael Brandt CX-Excellence
Founder/Consultant/Educator
(Switzerland)
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How AI is Defining CX
Faran Niaz
Director of Customer Experience
HALA
(UAE)
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9:30 AM EST
9:30 - 9:45 am (15 min)
Break and Networking
9:45 AM EST
9:45 - 10:15 am (30 min)
Breakout Sessions: Presentations
Each breakout session features a 20 minute presentation, followed by 10 minutes of live Q & A. Please note that sessions are categorized according to their Experience Management (XM) Core Competencies.
The Upstream Influence on CX
Luke Jamieson
Thought Larrikin and CX Evangelist
Operata
(Australia)
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Beyond Data: How VoC Shapes Consumer Behavior and Decision-Making
Shorouk Ali
Customer Experience Assistant Manager
Boubyan Bank
(Kuwait)
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Genesis: Human Experience in the Age of Artificial Intelligence
Dr. Luke Soon
Author of Genesis: Human Experience in the Age of Artificial Intelligence
Partner, PwC
(Singapore)
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Cross-Functional Collaboration
Almohannad Alsbeai
Rewaa
Director, CX
(Saudi Arabia)
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Interdepartmental AI Use Cases
10:15 AM EST
10:15 -10:45 am (15 min)
Break and Networking
10:30 AM EST
10:30 - 11:15 am (45 min)
Breakout Sessions: Hands-On Sessions
In the hands-on sessions, participants will be given the opportunity to collaborate, apply and discuss the principles that they are learning in each session.
Executive Engagement and ROI: Building, Measuring, and Impacting ROI with XM
Diane Magers
Experience Catalysts
Founder/CEO
(USA)
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Likability. What's not to like?
Sandra Thompson
EI Evolution
Founding Director
(United Kingdom)
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The Servant Challenger
Nate Brown
Head of CX Advisory/Co-Founder
Metric Sherpa/CX Accelerator
(USA)
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AI Driven CX Analytics & ROI Optimization
Kerstin Clessienne
Partner
SMITH & Partners
(Germany)
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Customer Experience Insight Mining and ROI Navigation
Maher Samhouri
Co-Founder and Chief Experience Officer of CX Arabia
CX Arabia
(Jordan)
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11:15 AM EST
11:15 am - 11:30 am (15 min)
Break and Networking
11:30 AM EST
11:30 am - 12:00 noon (30 min)
Breakout Sessions: Presentations
Each breakout session features a 20 minute presentation, followed by 10 minutes of live Q & A. Please note that sessions are categorized according to their Experience Management (XM) Core Competencies.
Customer-Centricity: Where Every Decision Begins And Ends With The Customer In Mind
Musa Hanhan
Partner
Xperiente
(USA)
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Keeping the Voice of the Customer at the Heart of Experience Improvement
Karen Schaefer
Director - Volunteer Services
Advocate Health
(USA)
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The Great CX Disconnect: Aligning Ambition, Strategy, and Execution
Michele Ross
Founder and General Manager
MLR Consumer&Commerce
(Italy)
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Thriving amongst Chaos and Misinformation in a VUCA Worlde
Pablo Vidal Arean
Adjunct Faculty / Professor of Brand, Vision and Growth
IE School of Science and Technology
(Spain)
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The Four Faces of Customer Leadership: Identifying, Assessing & Developing Customer-Driven Leaders
James Killian
Managing Director Growth & Innovation
Michigan State University
(USA)
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12 noon EST
12 noon - 12:15 pm  (15 min)
Break and Networking
12:15 pm EST
12:15 - 12:45 pm  (30 min)
Panel Discussion
Lead by XMGlobal Collaborative Board of Directors member Jephin Mathew, the panel will consist of fellow board members who will share their summaries, synethesis and opinions on the topics of the day.  
Jephin Mathews
Board Member
TenorFlow XM
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12:45 PM EST
12:45 - 1:00 pm (15 min)
Conference Closing Statement
XMGlobal Collaborative Founder and Executive Director, Tom DeWitt will close the conference with comments about the days proceedings and the future of the experience management industry.
Tom DeWitt
Executive Director / Founder
XMGlobal Collaborative
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