NOT YOUR AVERAGE
SUMMIT
MONDAY, MARCH 2ND I 10 - 3:30 pm ET
Discover cutting-edge strategies and inspiring stories from CX leaders who drive excellence by fostering positive customer experiences, scaling with advanced tools, and creating meaningful impact for customers, employees, and communities.
NOT YOUR AVERAGE
SUMMIT
MONDAY, MARCH 2ND I 10 - 3:30 pm ET
Discover cutting-edge
strategies and inspiring
stories from CX leaders
who drive excellence
by fostering positive
customer experiences,
scaling with advanced
tools, and creating
meaningful impact
for customers,
employees, and
communities.
NOT YOUR AVERAGE SUMMIT
Feb 25 & 26
Join us for this unique 2-day virtual summit that goes beyond the ordinary.
Explore innovative strategies and build meaningful relationships with fellow CX leaders who share your dedication to excellence and community impact.
FEATURED BRANDS & SPEAKERS
FEATURED BRANDS & SPEAKERS
FEATURED
BRANDS & SPEAKERS
EVENT SCHEDULE
10:00 AM
All Access: Cross Industry CX Wins
With Instant Teams CEO, Liza Rodewald
This opening address from Instant Teams CEO Liza Rodewald will set the tone for the day, highlighting proven cross-industry CX strategies and outcomes. Expect practical, immediately applicable insights designed to strengthen customer loyalty, operational performance, and meaningful human connection across your organization.
10:15 AM
Getting Started Right
With Jen Martin and Nate Brown
Nate and Jen will be kicking off this event with a warm welcome and introductions. Get a glimpse of what's in store, meet the event organizers, and feel the excitement in the air!
10:30 AM
The Intersection of CX & UX
With Erica McMannes, Amber Monroe, and Adrienne Guillory
This session explores how customer experience and user experience intersect and how aligning all three drives stronger engagement, smarter design, and better business outcomes.
11:00 AM
The CX Eras Mini-Tour: How Career BackStories Often Lead to the CX Main Stage
With Kathleen Spearman, TJ Stein, Luis Carillo, & Ethan Peters
Diverse career backstories and nonlinear paths often shape standout CX leaders, tune in to hear how varied experiences can become a strategic advantage on the CX main stage.
11:30 AM
Next-Gen WFM: Tech, Talent, and Transformation
With Natalie Perez
Next-generation workforce management blends technology, evolving talent strategies, and operational transformation to build more agile, efficient, and people-centered CX organizations. Let's talk about how & why!
12:00 PM
Special Military Keynote Experience
With Liza Rodewald and TBD Speaker
This keynote explores how military leadership, adaptability, and mission-first thinking translate into powerful strengths in the CX space, offering lessons on resilience, teamwork, and performance under pressure.
1:00 PM
CEO Forecasts: The Year Ahead
With Jason Putnam (Vetty), Kristin Dillard (Team Automotive Group) & Liza Rodewald (Instant Teams)
Dive in deep as these CEOs share their approach to shaping strategies for the year ahead that bring brands closer to customers—building trust, relevance, and meaningful connection at every stage of the experience journey.
1:30 PM
Voice of Customer → Real Change
With Nate Brown, Greg Dutson (Procore) and Jason Scott Livingston (Start with Care)
Get ready for first conversations on how organizations can turn customer feedback into actionable insights, driving real change that improves experience, loyalty, and business outcomes.
2:00 PM
From Perception to Emotional Contagion: Taking action to overcome Generational Challenges in CX teams
With Erica McMannes, Michael Mattson, & Sandra Thompson
How your team perceives and responds to friction points often depends on
generational perspective. This session highlights the underlying drivers of generational friction in
teams and provides actionable strategies for managers and leaders to address these challenges
constructively and proactively.
EVENT SCHEDULE
10:00 AM
All Access: Cross Industry CX Wins
With Instant Teams CEO, Liza Rodewald
This opening address from Instant Teams CEO Liza Rodewald will set the tone for the day, highlighting proven cross-industry CX strategies and outcomes. Expect practical, immediately applicable insights designed to strengthen customer loyalty, operational performance, and meaningful human connection across your organization.
10:15 AM
Getting Started Right
With Jen Martin and Nate Brown
Nate and Jen will be kicking off this event with a warm welcome and introductions. Get a glimpse of what's in store, meet the event organizers, and feel the excitement in the air!
10:30 AM
The Intersection of CX & UX
With Erica McMannes, Amber Monroe, and Adrienne Guillory
This session explores how customer experience, user experience, and employee experience intersect—and how aligning all three drives stronger engagement, smarter design, and better business outcomes.
11:00 AM
The CX Eras Mini-Tour: How Career BackStories Often Lead to the CX Main Stage
With Kathleen Spearman, TJ Stein, Luis Carillo, & Ethan Peters
Diverse career backstories and nonlinear paths often shape standout CX leaders, tune in to hear how varied experiences can become a strategic advantage on the CX main stage.
11:30 AM
Next-Gen WFM: Tech, Talent, and Transformation
With Natalie Perez
Next-generation workforce management blends technology, evolving talent strategies, and operational transformation to build more agile, efficient, and people-centered CX organizations. Let's talk about how & why!
12:00 PM
Special Military Keynote Experience
With Liza Rodewald and TBD Speaker
This keynote explores how military leadership, adaptability, and mission-first thinking translate into powerful strengths in the CX space, offering lessons on resilience, teamwork, and performance under pressure.
1:00 PM
CEO Forecasts: The Year Ahead
With Jason Putnam (Vetty), Kristin Dillard (Team Automotive Group) & Liza Rodewald (Instant Teams)
Dive in deep as these CEOs share their approach to shaping strategies for the year ahead that bring brands closer to customers—building trust, relevance, and meaningful connection at every stage of the experience journey.
1:30 PM
Voice of Customer → Real Change
With Nate Brown, Greg Dutson (Procore) and Jason Scott Livingston (Start with Care)
Get ready for first conversations on how organizations can turn customer feedback into actionable insights, driving real change that improves experience, loyalty, and business outcomes.
2:00 PM
From Perception to Emotional Contagion: Taking action to overcome Generational Challenges in CX teams
With Erica McMannes, Michael Mattson, & Sandra Thompson
How your team perceives and responds to friction points often depends on
generational perspective. This session highlights the underlying drivers of generational friction in
teams and provides actionable strategies for managers and leaders to address these challenges
constructively and proactively.
CHECK OUT THESE SESSIONS...
The same agenda will be offered both days but staggered start times to accommodate different time zones and schedules.
TUESDAY, 25 FEB 2025, 10-3pm ET
WEDNESDAY, 26 FEB 2025, 12-5pm ET
TRANSFORMING CX WITH COMMUNITY
As a Customer Experience executive and consultant, Nate Brown has built up contact centers from scratch, anchored complex CX functions, and helped to foster exceptional employee-customer connections in dozens of organizations. He's worked in a variety of industries including gaming, SaaS, technology, retail and healthcare for brands such as CHEP, WB Games, UL, BMI, and Bosch. He has been widely recognized for a unique ability to infuse energy and excitement into the work of CX for employees at all levels of the organization.
EMPATHY IN CX UNPACKED: NATURE VS. NURTURE
Love a good debate? Ready to dive into a spirited clash of professional ideas? This is the session for you! Join top CX leaders and execs from across the Nation as they go head-to-head in a lively showdown: Are individuals born empathetic, or can empathy be taught? Don’t miss this thought-provoking face-off!
5 THINGS TO KNOW ABOUT THE PROFESSIONAL LIVES OF MILITARY SPOUSES
In theory, military spouses are celebrated for their resilience and adaptability. In practice, however, they often face damaging stereotypes and misconceptions that undermine understanding of who military spouses are, the unique challenges they face, and the remarkable value they bring to organizations. Let's walkthrough a unique framework designed to address these issues, and provide practical strategies to dispel harmful stereotypes and build stronger cultures of support.
THE 3 Ps OF BOUTIQUE BPOs
Discover how boutique BPOs are transforming the game with Precision, Personalization, and Partnership. This session dives into the 3 Ps that set boutique providers apart, offering tailored solutions, razor-sharp accuracy, and collaborative relationships that drive success. Whether you're looking to streamline operations or enhance customer experience, this is your roadmap to leveraging the boutique difference.
MEET THE WOMEN PIONEERING CUSTOMER CENTRIC INNOVATION
Get inspired by the trailblazing women redefining what it means to put the customer first. In this session, you’ll hear from innovators who are leading the charge in customer-centric strategies, shaping the future of experience-driven solutions, and breaking barriers in their industries. Don’t miss this chance to meet the pioneers driving change and delivering impact!
COMMUNITY BUILDERS COUNCIL: INFO SESSION
Join us as we introduce a new quarterly opportunity to connect, collaborate, and make an impact with Instant Teams! We'll share what exactly these sessions are designed to do and what's in it for you.
"Customer Experience, at its very core, is making people's lives better and easier. The more we can support another in the pursuit of excellent experiences, the more we are helping to reduce negative friction and elevate goodness in our communities."
Nate Brown - Head of CX Advisory for Metric Sherpa
"Customer Experience, at its very core, is making people's lives better and easier. The more we can support another in the pursuit of excellent experiences, the more we are helping to reduce negative friction and elevate goodness in our communities."
Nate Brown - Head of CX Advisory for Metric Sherpa
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