Future Branches Austin 2025
November 18 - 20, 2025
JW Marriott Austin, TX
Sean Albertson is a keynote speaker, transformation strategist, and former customer experience executive in financial services. As the creator of the On the ROCKS Series, he helps organizations overcome misalignment and regain momentum through metaphor-driven tools and practical leadership strategies.
With 25+ years of experience at companies like Charles Schwab, Sean brings deep expertise in aligning strategy, service, and culture, especially in fast-changing environments. Known for turning friction into flow, he empowers leaders to create clarity, connection, and lasting impact.
Early Registration, Branch Site Tours, Activities, and Reception
FROM TRANSACTIONS TO RELATIONSHIPS: ELEVATING CX IN A TRUST-DRIVEN ERA
4:10 PM Keynote: The 4 C’s of Experience: Aligning for Exceptional CX Outcomes
Customer Experience (CX) doesn’t exist in a vacuum. Your ability to deliver value, trust, and empathy to customers depends on how aligned the rest of your experience is—your Career fulfillment, your Community connections, and your Core well-being. When these rivers flow in harmony, the result is stronger customer loyalty, higher engagement, and long-term business success.
In this session, discover how the 4 C’s of Experience framework can help you align your personal and professional journeys to deliver exceptional CX outcomes. You’ll learn how to identify and navigate the obstacles that disrupt your rivers using the FIND and BREAK frameworks, and explore actionable strategies to enhance both your customer relationships and your leadership capacity.
Takeaways:
- Drive CX Excellence: Understand how alignment across the 4 C’s—Customer, Career, Community, and Core—directly impacts the trust, ease, and empathy you deliver to customers
- Enhance Personal and Team Resilience: Use the FIND framework to identify and address the challenges that hinder your ability to lead with clarity and purpose in CX roles
- Break Down Obstacles: Apply the BREAK framework to overcome silos, misalignment, and friction in your organization, fostering a culture of collaboration and innovation
- Strengthen Cross-River Connections: Learn how a thriving Career, supportive Community, and resilient Core amplify your capacity to deliver impactful CX strategies
DIGITAL STRATEGY RELOADED: RETHINKING PRIORITIES FOR 2026 AND BEYOND
9:05 AM Chairperson’s Opening Remarks
Check out the incredible speaker line-up to see who will be joining Sean.
Download The Latest Agenda