WAVE Summit: Be in the room where AI and CX leaders decide what's next

So many AI and CX executives I talk to right now are somewhere on the same journey: past the pilot, not yet at scale. The instinct is to wait for someone else to write the playbook first, then copy it.

I understand the instinct. No one wants to get this wrong. But the leaders pulling ahead aren't waiting for a case study to land in their inbox. They’re tackling these questions inside their own organizations, and they’re learning a lot along the way. WAVE Summit is where those lessons will be shared firsthand.

On November 4 and 5, about 100 senior AI, CX, and contact center leaders will join Parloa at the Wythe Hotel in Brooklyn for an invite-only gathering built around one question: what will this next phase of customer experience look like?

What to expect at WAVE Summit

WAVE Summit is built for conversation. You’ll hear candid perspectives from executives already navigating the move from AI pilots to production, with plenty of time to keep those conversations going offstage.

Here’s a taste of what you’ll get:

• Go beyond the pilot stories. Hear from leaders who are scaling AI in production and learning firsthand what it takes to make it work.

• Raise the bar for how CX measures success. We’ll dig into the metrics that come next, including how CX leaders can connect better customer experiences more directly to revenue and customer lifetime value.

• Get ahead of AI risk before it gets ahead of you. Hear how leaders are thinking about compliance, governance, and emerging AI risks while there’s still time to address them proactively.

• Build the CX organization you’ll need next. AI is changing roles, teams, and what it means to lead them. We’ll explore how organizations are preparing their people and operating models for what’s coming.

• Learn what to do when your customer has an AI agent too. We’ll discuss how consumer AI agents are starting to change the way people interact with businesses, and what leaders should be thinking about NOW.

• Make the most of the room. From the November 4 welcome reception through the November 5 evening experience, we’ve built in plenty of time to connect with the people you came to meet.

Learn from the people doing it well

My favorite part of WAVE is the range of people we get into one room. We’ve curated the ideal mix of people and perspectives, from leaders scaling AI inside massive organizations to people who spend their careers studying where CX is headed next.We won't all agree, and that's what makes for a great conversation.

Confirmed speakers include:

• Mike Gathright, Chief Customer Officer at HealthEquity

• Tolly Harris, Executive Vice President of Customer Care and Operations at Jewelry TV

• Nicole Kyle, Chief Product Officer and Lead Analyst at CMP

• Matt Dixon, Author, The Effortless Experience

• Malte Kosub, Co-Founder and CEO at Parloa

• Eric Buesing, Distinguished Partner, Global Head of Customer Operations, McKinsey & Company

• David Klimek, Partner, KPMG Customer Insight and Engagement

• Susan Terry, Chief Product Officer, Alvaria

• Mark Niemiec, Global CRO for SAP Customer Experience, SAP

• Maria Fehling, Managing Director, Accenture

And when the sessions end, there’s time to find the person wrestling with your exact same problem, or someone who can tell you what they wish they’d known six months ago. There’s real value in being able to pressure-test your thinking against peers making the same kinds of decisions. We’re all better at this together than any one of us is on our own.

Think bigger about what CX can become

Customer service has spent years getting measured on efficiency: handle time, containment, cost per interaction. Sure, those numbers are still important, but AI gives us a chance to expand the vision.

The next phase demands a broader view of performance. Where is AI showing up in the budget? What does meaningful ROI look like when AI moves into production? Which KPIs tell the clearest story about progress, and which of those belong in conversations with the board?

For me, this is one of the most exciting parts of the shift. We have an opportunity to rethink not only how customer service operates, but how CX demonstrates its value to the rest of the business.

Let’s get together

The AI playbook is still being written, and some people are already a few chapters ahead. WAVE Summit brings leaders together to share what they’re learning and get a clearer sense of how others are approaching the road ahead.

I can't wait to see the magic that happens when this group gets together.

WAVE Summit runs November 4–5 at the Wythe Hotel in Brooklyn.

Secure your spot at WAVE Summit.