Day 2 | Thursday, March 13
7:30 am - 8:00 am
Rise & Refuel | Breakfast
8:00 am - 8:05 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.
8:05 am - 8:35 am
Panel | Accelerate Next-Gen Customer Analytics: Advanced AI for Strategic Decision-Making
Mary Beth Green -
Chief Innovation Officer,
Sheetz
Kristopher Moore - Global Senior Director, Consumer Care, Mars
Josue Berlanga - Head of Care & Remote Sales, Philip Morris International
Brian Cantor - Managaing Director, Digital, Customer Management Practice
As organizations strive to stay competitive, the ability to operationalize AI in customer analytics becomes essential. This session goes beyond basic data capture, focusing on how robust data ecosystems can fuel advanced AI applications to deliver predictive insights and strategic value. Participants will explore cutting-edge techniques to leverage digital interactions, voice data, and machine learning to drive hyper-personalization, optimize customer satisfaction, and enable proactive, data-driven decision-making at scale.
8:35 am - 9:05 am
Panel | Future-Proof the Workforce: Skills for Tomorrow’s Success
Lisa Williams -
Senior Director, M&E Operations Talent Strategy & Employee Experience,
Dow
Alana McCloskey - Senior Director, Corporate & Foundation Engagement, Texas State University - San Marcos
Melissa Johnson - EVP, Global Workforce, Support Services Group
Brian Cantor - Managaing Director, Digital, Customer Management Practice
As industries evolve rapidly, so do the expectations for workforce readiness. This panel will explore innovative approaches to upskilling and reskilling employees, emphasizing practical strategies for empowering teams to meet the demands of a fast-paced job market. Join industry leaders as they discuss workforce engagement, the role of hands-on learning, and the integration of cutting-edge tools and technologies to drive career development and long-term success.
Sponsored by: Support Services Group (SSG)
Alana McCloskey
Senior Director, Corporate & Foundation EngagementTexas State University - San Marcos
9:05 am - 9:35 am
Keynote | AI for People: Redefine Employee Experience with Ethics and Innovation
Kalifa Oliver -
Global Director, Employee Experience Analytics,
Ford Motor Company
Discover how AI and large language models (LLMs) are revolutionizing the employee experience through innovative, people-centered design principles. This keynote dives into the transformative potential of AI in the HR space, emphasizing the critical balance between tech advancements and data privacy, fairness, and inclusivity.
Learn how leading organizations are leveraging AI to align employee lifecycle strategies with CX principles, creating a seamless, human-centered approach to engagement and innovation.
Session will cover:
- AI and People-Centered Innovation - Challenges and Innovations
- AI Applications in Employee Decision-Making
- Privacy and Ethics in AI Design and Usage
- Synergies Between the Employee Experience and the Customer Experience
9:30 am - 10:00 am
Canyon Morning Calm | Networking Break (+Book Signing)
Kalifa Oliver -
Global Director, Employee Experience Analytics,
Ford Motor Company
Let's take a moment to refocus, connect, and prepare for the sessions ahead. Enjoy energizing treats and a complimentary book signing with Dr. Kalifa Oliver, Global Director, EX Analytics Strategy at Ford Motor Company - presenting her latest book, I Think I Love My Job.
10:00 am - 11:30 am
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.
Fresh Perspectives | Morning MasterClass Breakouts
Group A
11:35 am - 12:05 pm Your AI Might be Helpful But It’s Not That Intelligent (Yet) John Parkinson - Senior Director, Emerging Technologies, FreeClimbAI in the contact center: More containment or more confusion?
Simply deploying the latest AI tools isn’t enough. Many contact centers stop at simple automation, missing the strategic depth and cost savings that AI can achieve when it’s used the right way. This MasterClass pulls back the curtain on what cutting-edge AI can really look like in action — and how to harness it for transformative results that reduce costs and improve containment.
We’re talking about AI that predicts a customer’s intent before they speak, identifies callers instantly through call characteristics or voice biometrics, and thwarts phone fraud in real time by risk-scoring every call. It’s about seamlessly blending self-service options with agent support, ensuring no interaction is wasted and every data point fuels smarter decisions.
Leave with practical steps on how to kick your AI out of auto-pilot mode, go beyond surface-level problems, and use your AI to drive actionable strategy
Sponsored by: FreeClimb
Group B
11:35 am - 12:05 pm GE Appliances Boosts Productivity +20% with Automated Productivity Management Ryan Pletan - CEO, DailystreamKey Takeaways:
- The Critical Risk You Face Today – Despite leveraging the latest tools, GE Appliances uncovered a hidden agent productivity gap. This gap amongst the bottom tier of your agent workforce negatively impacts every layer of your organization—from CSuite to tenured agent, from HR to IT—draining morale and costing you over 20% of your payroll. Discover how to identify and close this gap, by addressing time leak and payroll bleed with a new, automated approach.
- How It’s Holding You Back – Learn how bottom performers are undermining key initiatives like engagement, efficiency, recruitment, and retention—creating roadblocks to long-term success and risk to leadership.
- The Solution & Opportunity Ahead – Learn how GE Appliances successfully closed this gap with cutting edge AI powered technology, unlocking new levels of performance and profitability.
Sponsored by: Daily Stream
12:05 pm - 1:00 pm
Mesa Mexicana | 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.
Desserts & Disruption | Roundtable Groups
Group A
1:00 pm - 1:45 pm Optimizing AI for Contact Centers: Where Human Expertise Makes the Difference Dave Perry - Director, Global Customer Strategy & Success, Telus DigitalKey Discussion Points:
- AI Agents in Action: What should AI be responsible for, and where do human agents add the most value?
- Overcoming Adoption Barriers: How to keep AI decisions fair, transparent, and beneficial for all stakeholders.
- Personalization vs. Standardization: Why tailored interactions drive better engagement than one-size-fits-all automation.
- Redefining Success Metrics: Moving beyond traditional contact center KPIs to measure AI’s true impact on efficiency, cost, and customer satisfaction.
Join this dynamic discussion to exchange insights, share strategies, and gain a deeper understanding of how to optimize AI while keeping human expertise at the core of CX.
Sponsored by: Telus Digital
Group B
1:00 pm - 1:45 pm Beyond the Bot: Building Trust in AI-Driven CX Brian Cantor - Managaing Director, Digital, Customer Management PracticeKey Discussion Points:
- AI & Trust: How do we ensure AI-powered CX solutions remain transparent, ethical, and aligned with customer expectations?
- AI Explainability: What strategies can businesses use to make AI decision-making more understandable for customers and agents?
- Regulatory & Compliance Considerations: What are the emerging best practices for AI governance in CX?
- AI-Augmented Human Agents: How can AI enhance, rather than replace, human expertise in customer interactions?
1:45 pm - 3:15 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.
3:15 pm - 3:45 pm
TexMex Timeout | Networking Break
3:45 pm - 4:15 pm
Maximizing Productivity Through Effective Knowledge Management
Lisa Fleming -
Sr. Learning and Development Project Manager,
AbbVie
How can agents be empowered with the right information to assist with any customer inquiry? This can be especially challenging in highly regulated industries where processes are complex. Learn how Allergan Aesthetics reduced call-backs by 91%, accelerated agent proficiency by 50%, and reduced the number of escalations and incorrect transfers by empowering their agents with the right knowledge management strategy.
Key Takeaways:
- Insights on how to assess the current state of your knowledge base to increase agent resourcefulness.
- Proven ways on how to structure your training and onboarding program to maximize agent agility.
- Develop a strategy to uncover barriers of proficiency and how you can overcome it.
Sponsored by: ProcedureFlow
4:15 pm - 4:30 pm
Comfort Break
4:30 pm - 5:30 pm
Power Hour | PeerPulse: Collaboration That Resonates!
Fred Kleiman -
Vice President, Customer Service, Direct to Consumer,
The Tennis Channel
Josue Berlanga - Head of Care & Remote Sales, Philip Morris International
Angel Durr - Vice President, Operational Analytics & Tooling for Corporate Tech Agility, JP Morgan Chase & Co.
Daniel Haden - Vice President, Global GTM Strategy & Enablement, Docusign
Join a dynamic session where we match you with peers facing similar challenges and priorities. Using your input, we’ve curated focused roundtables to foster collaboration, idea sharing, and actionable takeaways. Build meaningful connections and tackle shared goals in this highly personalized networking experience.
What You’ll Gain:
- Targeted Conversations: Dive into discussions tailored to your specific priorities, ensuring every moment is relevant and meaningful.
- Fresh Perspectives: Share strategies, lessons learned, and creative ideas with others navigating similar challenges.
- Collective Solutions: Work together to brainstorm actionable steps and uncover opportunities for partnerships and growth.
Angel Durr
Vice President, Operational Analytics & Tooling for Corporate Tech AgilityJP Morgan Chase & Co.
5:30 pm - 7:35 pm
Winner Revealed | Engage to Win: Prize Raffle Giveaway!
Earn points by participating in breakouts and roundtables, checking into your meetings, and engaging in the mobile app. The more you participate, the better your chances to win. Remember, the winner must be present to claim the prize!
Evening Offsite Networking Reception
6:00 pm - 8:00 pm
Oasis After Hours | Networking Reception
