Day 1 | Wednesday, November 5
Elevate What Matters
Turning Strategy Into Scalable, Human-Centered Impact
How often do you get the chance to step away from day-to-day demands and connect with fellow senior leaders who truly understand your challenges — and are just as focused on driving transformation?
At CCW Executive Exchange, we eliminate the noise. No endless email threads, no surface-level discussions — just tailored conversations, curated content, and actionable solutions designed to help you move faster and lead smarter.
From personalized one-on-one meetings to exclusive networking with top minds in CX, this is your space to solve big challenges, exchange bold ideas, and accelerate impact across your organization.
9:00 am - 9:30 am
Check-In Opens
Start strong. Grab your badge, settle in, and enjoy fresh coffee and a light breakfast while connecting with fellow leaders as the Exchange kicks off.
9:30 am - 9:55 am
Exchange Orientation & Opening Remarks
Your personalized experience begins here. Get the inside scoop on how to maximize your agenda—and spark connections with peers before diving into sessions.
9:50 am - 10:20 am
CMP Research Presents: What Leaders Are Solving for in 2026
Fresh off the latest CMP Executive Survey, this data-backed session highlights the most urgent challenges and top investment priorities shaping customer experience today. Unpack the disconnects between strategy and execution, the rise of AI in service delivery, and the evolving role of the human touch. You'll leave with insight into how your peers are planning for 2026—and where your organization stands.
10:20 am - 10:50 am
Panel | The AI Execution Gap: Why Strategy Fails Without Culture Change
Implementing AI is easy. Getting people to use it - that’s the hard part. This panel tackles the cultural and organizational blockers that stand between innovation and actual results. Hear how leaders are building internal champions, coaching executives to lead from the front, and turning skeptical teams into confident adopters. Walk away with a playbook for getting your workforce on board and excited for what’s next.
Pain Points Addressed:
- AI tools going underutilized
- Employee resistance to new tech
- Leadership not setting the example
Discussion-Driven Sessions
Think Tank A
11:00 am - 11:45 am Elevate Your Voice: The Leadership Mindset for Gaining Executive Alignment Marc Booker - Vice Provost, Strategy, University of PhoenixTransformation can’t succeed without influence. This session explores how operational and experience leaders can position themselves as strategic partners to the C-suite - gaining visibility, aligning cross-functional stakeholders, and driving enterprise-wide impact. Share strategies for leading with purpose, building trust, and navigating complex organizational dynamics.
Think Tank B
11:00 am - 11:45 am AI Governance at Scale: Balancing Innovation with AccountabilityAs AI adoption accelerates, governance can’t be an afterthought. In this session, leaders will explore how to build frameworks that enable responsible innovation—ensuring compliance, protecting data, and promoting trust without slowing down progress. Discuss real-world approaches to aligning legal, IT, and business teams around scalable AI oversight.
11:45 am - 12:45 pm
Welcome Lunch | Let's Break Bread
Come together over a shared table and start the Exchange with connection. Here's your chance to meet fellow attendees, share ideas, and settle in for the next few days of learning, leading, and community.
12:45 pm - 2:15 pm
Business Meetings
Please check your 1:1 personalized itinerary located under "My Meetings" in the mobile app. It's possible you may or may not have a meeting scheduled at this time. We will have networking opportunities available for those who are free at this time.
2:15 pm - 2:45 pm
Fireside Chat | From Technical Debt to Strategic Advantage
Legacy environments often stall innovation—but they don’t have to. In this fireside chat, hear how one leader transformed a fragmented, outdated tech stack into a scalable, future-ready foundation. Learn how they approached complexity, minimized risk, and unlocked enterprise-wide agility through strategic modernization.
Pain Points Addressed:
- Operational slowdowns from aging infrastructure
- Difficulty scaling AI and automation
- Rising costs from technical debt and inefficiency
4:15 pm - 4:45 pm
Keynote | Rewiring Resilience: How Infrastructure Innovation Drives Business Continuity
Emily Cellar -
Vice President, IT Infrastructure & Security,
iFIT
When infrastructure lags behind business goals, agility suffers. In this keynote, hear how iFit reimagined its legacy, on-prem architecture into a cloud-forward, hybrid model—reducing costs, boosting uptime, and enabling faster deployment of AI and data initiatives. Discover what it takes to align infrastructure with innovation and ensure business continuity at scale.
Pain Points Addressed:
- Legacy systems limiting agility and scalability
- Infrastructure misalignment with business priorities
- Downtime and risk exposure from outdated environments
3:15 pm - 3:45 pm
Afternoon Break | Desert Dips & Download
Cool down and catch up. Enjoy a spread of savory dips, crisp veggies, and chips with space to decompress.
5:45 pm - 7:15 pm
Business Meetings
Please check your 1:1 personalized itinerary located under "My Meetings" in the mobile app. It's possible you may or may not have a meeting scheduled at this time. We will have networking opportunities available for those who are free at this time.
Discussion-Driven Sessions
Think Tank A
5:30 pm - 6:15 pm The AI Business Case: Proving Value Without the HypeAI investments often launch with excitement—but struggle when it comes time to quantify value. In this session, leaders will discuss how to build AI business cases that resonate with executives, track real ROI, and balance innovation with accountability. Share how you're measuring success, securing buy-in, and prioritizing projects that scale.
Key Focus Areas:
- Defining meaningful KPIs for AI
- Proving ROI across cost, efficiency, and experience
- Translating use cases into executive-friendly language
Think Tank B
5:30 pm - 6:15 pm Future-Ready Architecture: Building for Flexibility, Not Just ScaleToday’s tech decisions can become tomorrow’s roadblocks. This session invites a strategic discussion on how to architect systems that evolve with your business—balancing standardization with adaptability. Leaders will explore platform consolidation, modular design, and how to future-proof against rapid tech shifts.
Key Focus Areas:
- Avoiding vendor lock-in while ensuring integration
- Building modular, API-first infrastructure
- Balancing speed, flexibility, and governance
6:15 pm - 8:15 pm
Networking Reception | Under the Arizona Sky
As the sun sets over Scottsdale, join us for an evening of relaxed conversation, great food, and local drinks—all set against a stunning desert backdrop. Come for the views, stay for the vibe!
