Day 3 | Friday, February 6

Day 1 | Wednesday, February 4 Day 2 | Thursday, February 5 Day 3 | Friday, February 6

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8:00 am - 8:25 am Morning Glory Breakfast

Fuel up to close out the week with a fresh breakfast and morning networking among peers and industry leaders.

8:25 am - 8:30 am Chairperson’s Opening Remarks

Executive Forums

EXECUTIVE FORUM A

9:00 am - 9:45 am Responsible AI in Action: Governance, Trust, and Ethics

Explore how to embed responsibility, trust, and governance into AI and emerging technologies, ensuring innovation serves both business and society.

Key Takeaways:

Implement frameworks for ethical and accountable AI adoption
Build trust through transparency and robust governance practices
Balance innovation speed with societal responsibility and risk mitigation
Translate principles of responsible AI into actionable strategies

EXECUTIVE FORUM B

9:00 am - 9:45 am Lead with Empathy: Shaping the Future Workforce and CX

Examine how human-centered leadership can drive ethical, inclusive innovation and maximize the impact of AI on both employees and customers.

Key Takeaways:

Foster empathy, psychological safety, and collaboration in AI-enabled teams
Align workforce strategy with customer experience and business outcomes
Ensure technology amplifies human impact rather than replacing it

Choose your topic: two focused executive discussions on leading responsibly, embedding trust and ethics, and shaping the future of AI, the workforce, and customer experience.

9:45 am - 10:45 am Business Meetings

10:45 am - 11:15 am Sweet & Salty Networking Break

Grab a quick bite and savor (or sweet) one last moment to connect with peers before concluding the Exchange with CCW Digital!

11:15 am - 11:45 am CCW Digital Deep-Dive | What’s Next: 5 Non-Negotiables for the Future of Customer Contact

As we've learned over the last few days, the playbook is changing. Based on CCW Digital’s latest insights and industry analysis, this session outlines the five critical focus areas every customer leader must prioritize to stay competitive—from AI implementation and workforce strategy to customer trust and data actionability. Walk away with a distilled roadmap for leading with clarity in an era of constant change.

Closing Topics:

Future-ready workforce models
Data strategy and AI adoption
Experience design that scales with empathy
Customer trust and transparency
Operational agility amid disruption