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Theme: Amplifying the Customer’s VoiceDates: October 20 & 21, 2026 (Day 2 11:30 a.m.)
Location: Charlotte, North Carolina
Keynotes:
- Caley Edgerly, CEO, Sonny Merryman
- Dr. Anna Kallschmidt, Industrial-Organizational Psychologist
Venue/Hotel: Renaissance Charlotte SouthPark Hotel
Proposed Agenda: see below
REGISTRATION FEES:
Conference Only:
- One Attendee: $995.00
- Two Attendees: $895.00 each ($1,790.00 total)
- Three Attendees: $795.00 each ($2,385.00 total)
Day 1 – Oct. 20
8– 8:15 AM: Welcome & Opening Remarks & Introductions
8:15 – 9:45 AM: Keynote Speaker, Caley Edgerly
9:45 – 10 AM: Morning Break
10 – 11 AM: Analyst Interactive: Attendees get a real-life experience with what the analysts do.
11 AM – 12 NOON: Executive View Point: What an executive looks for when CX is requesting a new initiative.
12 Noon – 1 PM: Lunch Break
1 – 2:00 PM: How to Amplify the Customer’s Voice Internally and breakout session to prepare how to present a CX initiative to senior leaders.
2 – 3:00 PM: Reimagining CX to Amplify the Customer’s Voice, Going beyond TSP.
3 – 3:15 PM: Afternoon Break
3:15 – 4:15 PM: Customer Touchpoint Mapping identifying the unknown touchpoints when the customer shares their voice and how to make it actionable.
4:15 – 4:45 PM: TDG Update: What’s new, and what we have learned from the different modalities
Day 2 – Oct. 21
8 – 8:15 AM: Guest Speaker – Introduction: Dr. Anna Kallschmidt
8:15 – 11:30 AM: Guest Speaker – Transition from Working Class to Corporate Language
KEYNOTES:
Keynotes
Caley Edgerly, President & CEO, Sonny Merryman
Keynote Speaker — Day 1
Caley Edgerly is President and CEO of Sonny Merryman, Inc., Virginia’s largest and most respected bus dealer. With more than 25 years of leadership experience in the transportation industry, Edgerly has built his career at the intersection of innovation, manufacturing excellence, and customer focus.
Before joining Sonny Merryman, Edgerly served as President and CEO of Thomas Built Buses, where he led the company through a period of transformation and introduced the Jouley electric school bus, one of the first of its kind in North America. Earlier in his career, he held multiple leadership roles with Daimler Trucks North America (DTNA) and Detroit Diesel, including Vice President of Operations for Thomas Built and General Manager of Operations Planning and Quality at DTNA.
Edgerly is recognized for driving operational performance while championing forward-thinking technologies that redefine what’s possible in commercial and school transportation..
Dr. Anna Kallschmidt, Industrial-Organizational Psychologist
Workshop Leader & Keynote Speaker — Day 2
Dr. Anna Kallschmidt is an Industrial-Organizational Psychologist, researcher, and founder of The Unwritten Way, a framework dedicated to breaking down the invisible cultural barriers that shape workplace success. Drawing from her own working-class background, Dr. Kallschmidt has built a career uncovering how unspoken norms and hidden cultural expectations influence who thrives—and who struggles—within professional environments.
Her groundbreaking research identifies eight “unwritten rules” that profoundly impact communication, leadership, and advancement across social class, race, gender, and neurodivergent identities. Through her workshops and consulting, she helps organizations decode these dynamics to build more inclusive, high-performing cultures where everyone can succeed.
At CX Conference 2026, Dr. Kallschmidt will lead a hands-on workshop designed to help leaders recognize and address the hidden forces that shape customer and employee experience. Her insights offer a rare blend of data-driven research, human understanding, and actionable strategies for creating workplaces where all voices can be heard—and amplified.
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Event venue
Renaissance Charlotte SouthPark Hotel, 5501 Carnegie Blvd, Charlotte, NC 28209-4627, United States
Tickets
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