Day 2 | Thursday, March 5
8:00 am - 8:25 am
Rise & Refuel | Breakfast
8:25 am - 8:30 am
Day 2 Opening Remarks
Kick off Day 2 with insightful opening remarks + a few housekeeping items from our Chairperson, setting the stage for a dynamic day of learning, networking, and innovation at the CCW Exchange.
8:30 am - 9:30 am
Interactive Workshop | The Loyalty Magic: It Starts with Your People, Not Your Customers
Employee experience and customer loyalty are directly linked - and the most powerful (and overlooked) driver is the manager. In this session, Adam Hickman draws on his work at Disney to break down the engagement chain that connects manager effectiveness → employee commitment → customer advocacy. He’ll share how to design the employee experience with the same intentionality Disney brings to guest experience, and the cultural foundations that must exist before any transformation - including AI - can succeed.
9:30 am - 9:45 am
Canyon Morning Calm | Comfort Break
Business Meeting Block
9:45 am - 11:15 am Business MeetingsReset Lounge
9:45 am - 11:15 am Reset LoungeNo meeting? Recharge here: hydration, healthy snacks, stretch cards, and quiet corners—return clear, calm, and focused.
11:15 am - 12:15 pm
Journey Mapping Sprint | Reinvent the Experience
Collaborate with peers in an interactive, hands-on sprint designed to re-think the customer and employee journey. Each group will be given a realistic persona and challenge (such as navigating hybrid service models or bridging digital and human touchpoints). Together, you’ll identify friction points, co-create bold yet practical solutions, and present your reimagined journey in a one-minute pitch. This session blends creativity with strategy, helping leaders uncover new ways to deliver seamless, meaningful experiences.
12:15 pm - 1:15 pm
Networking Lunch
Inspired by the warmth of a shared table, this lunch is a celebration of food, culture, and community. Grab a plate, find your seat, and connect with peers.
Cross-Industry Learning Labs
Group A
1:15 pm - 2:15 pm Operationalizing Data for Decision VelocityHow leaders are breaking silos and empowering teams to act on insights in real time.
Group B
1:15 pm - 2:15 pm Reskilling Teams for Intelligent WorkEvolving roles, redefining talent, and equipping employees to work alongside AI.
Group C
1:15 pm - 2:15 pm Doing More Without Losing HeartBalancing lean operations with compassion and customer care.
Group D
1:15 pm - 2:15 pm Architecting Agile Operating ModelsHow enterprises manage modernization while minimizing disruption.
Group E
1:15 pm - 2:15 pm The Art of Leading ChangeThe psychology of influence and sustaining cultural transformation.
Group F
1:15 pm - 2:15 pm Measuring ROI Across CX and Tech InvestmentsBuilding enterprise metrics that connect transformation to business value.
2:15 pm - 2:45 pm
Biohack Break
Recharge your mind and body with healthy refreshments and energizing bites before diving back into our next round of 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.
No meeting? Recharge here: hydration, healthy snacks, stretch cards, and quiet corners—return clear, calm, and focused.
4:30 pm - 6:00 pm
CCWomen Panel | Rewriting the Leadership Playbook
Women leaders across industries share how they’re driving innovation through empathy, inclusion, and authenticity. Leave inspired from the stories redefining what modern leadership looks like in the era of AI and agility.
5:00 pm - 5:30 pm
CMP Research Circle | Pulse Insights
Join a forward-focused discussion with members of the CCW Advisory Board and fellow executives as they share fresh insights shaping the customer and employee experience landscape. Explore what’s driving transformation today, and how leaders are translating change into measurable progress across their organizations.
5:30 pm - 7:30 pm
Makers & Mixers | Hands-On Networking
Roll up your sleeves and meet through making. This elevated networking experience is designed to spark real connections.
