Day 3 | Friday, March 14
8:15 am - 9:00 am
Sunrise Fiesta | Breakfast
8:15 am - 9:00 am
CCWomen Breakfast | Break Barriers, Build Legacies: Women in Leadership
Carlisha Robinson -
Chief Customer Officer,
Beyond, Inc.
Sandy Ko Fonseca - Founder & Principal, CCWomen, Customer Management Practice
The journey of women in leadership is often shaped by resilience, determination, and the ability to rise above challenges.
Grab some breakfast, take a seat next to your fellow allies, and join Carlisha Robinson, Chief Customer Officer at Beyond, Inc., for an inspiring conversation on perseverance, leadership, and breaking barriers.
From navigating workplace obstacles to challenging the status quo, Carlisha’s journey is a testament to the strength, courage, and tenacity it takes to thrive as a woman in leadership.
This empowering discussion will be facilitated by our very own Sandy Ko Fonseca, Founder & Principal of CCWomen.
Get ready for an energizing morning of networking, inspiration, and actionable insights to help you lift yourself and those around you—empowering you to lead with confidence and impact.
9:00 am - 9:30 am
Case Study | Scale With Confidence: Unlocking Growth Without Compromising Quality
Alastair Brass -
CEO,
Amplify5
Expanding customer experience operations often comes with concerns—scalability, service quality, and operational risk. South Africa is rapidly emerging as a premier outsourcing destination, but lingering misconceptions about talent, infrastructure, and long-term sustainability create hesitation.
Join Alastair Brass, CEO of amplify5, as he unpacks a real-world case study on how businesses are successfully scaling CX operations without compromising on performance, security, or customer experience. Learn how amplify5’s next-gen BPO model is redefining outsourcing success and helping global brands achieve growth with confidence.
Sponsored by: amplify5
9:30 am - 10:00 am
Keynote | The Power of Three: Process, Technology, and People for Holistic Transformation
Libba Saptisky -
Senior Vice President, Customer Care,
Tandem Diabetes
Successful digital transformation in customer contact isn’t just about technology—it’s about process and people too. This session will highlight how companies can simultaneously transform their processes, adopt cutting-edge technology, and restructure their teams to deliver seamless, customer-focused service. Leaders will learn how to integrate these three pillars to ensure scalability, efficiency, and sustainability, all while addressing the challenges of change management and employee engagement in a fast-evolving landscape.
10:00 am - 11:00 am
Business Meetings
Please check your 1:1 personalized itinerary located under "My Meetings" in the mobile app to see which meeting is scheduled for you during this time.
11:00 am - 11:15 am
Lone Star Lemonade | Networking Break
11:15 am - 12:00 pm
Deep Dive Discussion by CCW Digital | The Rise of Aegentic AI
Brian Cantor -
Managaing Director, Digital,
Customer Management Practice
AI is no longer just automating tasks—it’s acting, deciding, and collaborating in real time. Agentic AI is the next evolution, enhancing self-service, optimizing agent workflows, and delivering hyper-personalized experiences - but is it truly ready to lead to future of cx?
Join this interactive deep dive to uncover:
- Real-Time Action & AI Autonomy – Enabling AI to execute tasks, not just assist.
- Customer Trust & AI Adoption – Are consumers and employees embracing AI?
- The AI-Human Balance – When to automate vs. when human intervention matters.
- Future-Proofing CX – The biggest AI bets, risks, and breakthroughs for 2025.
