Day 1 | Wednesday, March 12
9:30 am - 10:00 am
Coffee & Check-In
10:00 am - 10:20 am
Orientation & Icebreaker
Welcome to the CCW Executive Exchange. Kick off with an engaging orientation and icebreaker activity designed to help you navigate the event while making meaningful connections from the start. We’ll provide an overview of the agenda, key sessions, and networking opportunities to ensure you maximize your experience.
10:25 am - 10:55 am
CMP Research Prism | The Future of Customer Analytics & Insights
Jordan Zivoder -
Quantitative Research Lead, CMP Research,
Customer Management Practice
Companies are looking to better understand their customers so they can serve them proactively and with better personalization. That's one reason why 68% of companies are increasing investments in customer analytics tools. AI is expanding what analytics tools can do and better UX, ease of use, upgraded visualizations and more are helping analytics and Voice of the Customer teams move beyond reactive data, like post contact surveys. How should you differentiate customer analytics providers and what do market place trends suggest about this technology category? Learn more from CMP Research as it shares its latest Prism for Customer Analytics Tool.
10:55 am - 11:55 am
Brunch & Bond | Welcome Brunch
12:00 pm - 1:30 pm
Business Meetings
Participate in pre-scheduled one-on-one meetings designed to align with your specific goals. Connect with industry leaders and solution providers to explore tailored strategies, innovative solutions, and impactful partnerships.
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.
Interactive Roundtables
Group A
1:30 pm - 2:15 pm Cut Costs, Not Corners: Strategies for Efficient Customer Support Daniel Haden - Vice President, Global GTM Strategy & Enablement, DocusignIn today’s competitive landscape, reducing costs while maintaining high levels of customer service is not just a goal—it's a necessity. This roundtable discussion is designed for senior leaders who are on the front lines of balancing budget constraints with the demand for exceptional customer support. Join your peers from top enterprise organizations to explore innovative and actionable strategies that drive cost efficiency without compromising on quality.
Group B
1:30 pm - 2:15 pm BPO 2.0: Build Better BPO Partnerships Fred Kleiman - Vice President, Customer Service, Direct to Consumer, The Tennis ChannelBPO partnerships can be game-changers, but only when approached with the right strategy. In this roundtable, we’ll discuss what makes these partnerships truly successful, focusing on the key attributes that leaders seek in their partners. The conversation will explore how to align goals, avoid common pitfalls, and ensure that both sides are positioned for long-term success. Participants will share real-world experiences and best practices, creating a valuable dialogue around optimization. Whether you’re looking to strengthen an existing BPO relationship or start a new one, this session will provide fresh insights on what works—and what doesn’t.
2:15 pm - 3:45 pm
Business Meetings
Participate in pre-scheduled one-on-one meetings designed to align with your specific goals. Connect with industry leaders and solution providers to explore tailored strategies, innovative solutions, and impactful partnerships.
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.
3:45 pm - 4:15 pm
Hill Country Harmony | Networking Break
4:20 pm - 4:50 pm
Keynote | From Legacy to Leading Edge: Unilever’s Data-Driven Transformation
Arun Nandi -
Head of Data & Analytics,
Unilever
In a complex, multi-brand ecosystem like Unilever, leveraging data and AI to drive real value is both a challenge and an opportunity. Join the Head of Data & Analytics at Unilever as he shares the transformative journey of embedding generative AI, machine learning, and robust data strategy into a 100-year-old organization, ultimately unlocking operational excellence and enhancing the customer journey across Unilever's vast portfolio.
This keynote will take attendees through the journey of navigating a centralized data strategy across varied business units, including customer service, supply chain, marketing, and sales, focusing on practical approaches to ROI generation in AI and machine learning initiatives. Attendees will learn how Unilever has built a sophisticated architecture that marries legacy systems with advanced data engineering, multimodal foundation models, and cognitive analytics tools—showcasing real-world use cases and best practices.
4:50 pm - 5:20 pm
Keynote | AI and Agility: Drive Meaningful Transformation
Angel Durr -
Vice President, Operational Analytics & Tooling for Corporate Tech Agility,
JP Morgan Chase & Co.
Learn how to harness the power of AI and organizational agility to transform customer experience and operational excellence. Dr. Angel Durr, VP of Operational Analytics and Tooling for Corporate Tech Agility at JP Morgan Chase, shares her expertise in AI Ops strategy, intersectionality, and a human-first approach to technology adoption.
Dr. Durr explains how organizations foster agility, drive innovation, and create inclusive, human-centered experiences. Attendees gain practical insights into:
- How to design effective POCs to secure executive buy-in for AI and automation initiatives.
- Strategies to reduce employee burnout and build a culture that prioritizes people and technology.
- Steps to leverage AI Ops for operational efficiency and predictive capacity planning.
- Approaches to address intersectionality in CX and deliver inclusive, personalized, empathetic AI-driven solutions.
Angel Durr
Vice President, Operational Analytics & Tooling for Corporate Tech AgilityJP Morgan Chase & Co.
Pair fine wine with even finer conversations. This session invites attendees to "uncork" their ideas, savor diverse perspectives, and strategize on industry challenges.
Sip, Savor, Strategize! Roundtables
Group A
5:30 pm - 6:15 pm Unlocking the Power of AI: Supporting Agents for Superior CX Ian Tempro - Chief Operating Officer, IA SolutionsTransforming customer experience requires more than just adopting AI—it requires empowering your agents to use the technology effectively. In this session, we will discuss how AI can provide actionable insights that help agents work cohesively and resolve customer issues with minimal friction. Discover how data-driven AI can enable smoother, more impactful customer service interactions.
Attendees will gain:
- Best Practices for Coordinating AI and Live Agents Across Channels
- Keys to Overcoming Resistance to AI and Organizational Change
- Insights on ensuring Consistent Customer Experience with AI-Augmented Training
Sponsored by: IA Solutions
Group B
5:30 pm - 6:15 pm Brand-enhancing, next-level L&D for Effortless CX lead by Dr. Tiffany Cotterman, PhD. Tiffany Cotterman, PhD - Executive Director of Learning and Development, Clear HarborIn this interactive discussion, attendees will gain:
- Current Science-Driven Learning, Development, Motivation and Retention for Agents that Enhance, NOT Cost Your Brand.
- Expert exchange on proven methods with interactive discussions on challenges, impacts, and implications for your business.
- Transformation, guidance, and discussion for delivering L&D as a competitive advantage for your brand.
Sponsored by: Clear Harbor
Evening Networking Function
6:15 pm - 8:15 pm
Street Food Social | Networking Reception
