CCWomen is a dedicated place for women, men, and allies to connect with others in the customer contact community to share stories, ask questions, and make valuable connections. It takes the collective actions of a community to drive real change. Here, we explore best practices for propelling women’s empowerment and turning the tide. Join us over a delicious breakfast as we hear from expert women leaders in the field and connect with one another.

Sandy Ko

Founder & Principal, CCWomen
Customer Management Practice

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In an era of rapid global expansion and intricate customer ecosystems, mastering the art of CX is more crucial than ever. Join Joan Murphy, Vice President of Customer Experience Operations at TransUnion, as she guides us through the transformative journey of scaling her organization to an international powerhouse. This session unpacks the rigorous process of integrating acquisitions and diverse systems into a streamlined operation, culminating in a robust customer journey framework. Learn how TransUnion navigated through these complexities by identifying and addressing redundancies and inefficiencies, leading to a more coherent and effective global strategy.

Topics Include:

• The pivotal role of a comprehensive customer journey map in understanding and unifying varied customer interactions across different regions and verticals
• The importance of identifying and engaging champions and influencers within the organization to foster a culture of continuous improvement and leadership development
• Insights into the 'Follow the Sun' model and its impact on ensuring 24/7 operational efficiency and customer service

Joan Murphy

Vice President, Global Customer Experience Operations
TransUnion

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As organizations harness the power of AI to drive customer experiences, it becomes crucial to navigate ethical considerations and protect customer privacy. How can businesses ensure the responsible use of AI while building customer trust? Join us as we explore the ethical implications, privacy challenges, and best practices to establish a foundation of trust in the digital era.

Pierce Zanders, MBA

Executive Director, Customer Service Support, DEI Advocate
Sammons Financial Group

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Please check your 1:1 personalized itinerary located under "My Meetings" in the mobile app.

Drawing inspiration from the green spaces and artistic vibe of Millennium Park, this break offers a spread of picnic favorites. From fresh sandwiches to seasonal fruits and refreshing beverages, it's a chance to enjoy a mini urban picnic right here at our event!

As the CCW Exchange comes to a close, it's not just about reflecting on what we've learned but anticipating and preparing for the future. With an ever-changing customer contact landscape, we must remain proactive, innovative, and adaptable. This session will provide a dynamic and interactive platform for executives to exchange insights, tackle pressing topics, and collaboratively envision the future of customer contact.

Topics Include:

• Engage in a collaborative discussion about actionable steps and strategies
• Participants will be prompted to reflect on their "aha" moments from the week: "What are the two most impactful takeaways you're bringing back to your team?"
• Participants will be encouraged to share what resonated with them most and what strategies or insights they'll be implementing upon returning to their organizations

Brooke Lynch

Principal Analyst & Divisional Director, Digital
Customer Management Practice

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