Upon arrival, you'll be greeted by our friendly staff at the check-in desk with your personalized welcome packet! Help yourself to some breakfast and coffee available in the general session foyer.

To get us started, we'll provide some helpful guidance to navigate your CCW Exchange personalized itinerary. 

Orient yourself with the format of an Exchange and learn tips and tricks on how to enhance your on-site experience. We'll conclude with an icebreaker activity - with prize giveaways!

Consumer and customer preferences are changing around service and demand for self-service experiences is on the rise. In this session, hear key findings from CMP Research's latest inquiry into changing customer expectations and keys to success for self-service in a world where the technology and AI landscape evolves daily.

As financial institutions grapple with the dual demands of exceptional customer service and stringent cost controls, the key lies in a strategic and flexible service model. How can organizations navigate this complex landscape, aligning customer satisfaction with operational efficiency? Moreover, what strategies are essential to adapt to the evolving workforce, particularly in understanding and bridging generational gaps? This session will dive into ideas for offering a blend of traditional and personalized services. Discover how this model has not only met diverse customer needs but also upheld fiscal responsibility, a crucial balance in today's market.

Topics Include:

• Balancing customer satisfaction and cost-efficiency in a multi-tiered service model
• Adapting to generational shifts and new learning methodologies in the workforce
• Navigating through phases of stabilization, sustainability, and strategic growth in a challenging service environment

Heather Magaha

SVP, Head Of Global Treasury Management Service & Implementations
Wells Fargo

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We’re here to start things off on the right foot, combining great food with even better company!

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

In the realm of hospitality, the delicate balance between operational efficiency and personalized guest service is key to success. How can the integration of automation in customer contact redefine the guest experience, especially for high-value clients? Join Karen Mitchell, Sr. Director, Product Management at Marriott International, as she unveils Marriott's transformative journey toward an automated yet personalized guest engagement model.

Topics Include:

• Strategies for effective integration of automation in guest services
• Balancing efficiency with personalization in customer contact
• Success stories and insights from Marriott's experience in elevating guest engagement

Karen Mitchell

Senior Director - Product Management
Marriott International

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In the fast-paced world of digital transformation, understanding customer loyalty goes beyond rewards programs. How are global brands strategizing to create a more holistic and enriched experience for their customers? In this session, Dan Hochstaetter, Vice President, Global Loyalty & Ecommerce uncovers the innovative strategies Hertz employs to navigate the digital landscape and stay ahead. Learn how they are redefining the boundaries of customer engagement, using data effectively, and exploring the potential of AI, all while staying committed to the ultimate goal: customer satisfaction.

Topics Include:

• Discover the complexities of building a 360-view of the customer and how to use that data effectively
• Understand the balance between paid and organic strategies in driving customer engagement and loyalty
• Dive into the potential and challenges of integrating AI into customer strategies, ensuring ethical and responsible AI deployment

Dan Hochstaetter

Vice President, Global Loyalty & Ecommerce
The Hertz Corporation

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In today's evolving customer contact landscape, organizations face the dual challenge of digital transformation and creating a high-performance culture. This panel explores strategies for driving successful digital initiatives in customer contact centers, while simultaneously fostering strong leadership and a culture of employee engagement. Learn how to manage and motivate remote and hybrid teams effectively, and how to harness change leadership competencies to align workforce management with business goals.

Topics Include:

• Cultivating leadership and a high-performance workplace culture
• Leading teams through long-term change
• Case studies on successful integration of digital transformation and cultural change in workforce optimization

Sponsored by: Humach

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Kathleen Kraft

Senior Director, Global Organizational Change Management
Stericycle Inc.

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Ryan Burke

Director of Global Customer Support & Customer Experience
Roblox

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Bernie Leas

Vice President, Operations
Balsam Brands

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Step up to the plate for a taste of the ballpark. Featuring Cracker Jacks and pretzel bites, this snack session is a perfect homage to the classic baseball experience.

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

Connect with peers in a relaxed and friendly atmosphere. It's the perfect occasion to mingle, share insights, and enjoy good company. Expect a night of great food, conversation, and new connections!