Day 2 | Thursday, November, 14
7:30 am - 8:00 am
Check-In Opens & Breakfast
Kickstart your day with engaging conversations and a healthy breakfast, setting the tone for a day full of motivation and meaningful connections.
8:05 am - 8:35 am
CCWomen Panel | EmpowerHER: Mastering Leadership Excellence as Women Executives
Karen Sung -
Chief Strategy Officer,
Sandra Day O’Connor College of Law at Arizona State University
Monica Meyerand - VP, Brand and Acquisition, OneAZ Credit Union
Brandy Labinjo, MBA, MSA - Leader of Executive Operations, Arizona Public Service
In today’s rapidly evolving business world, women executives are leading with impact, innovation, and authority—but the path to leadership excellence is often complex. Our speakers will open this session with stories about their career journey and provide practical strategies and powerful insights for women in executive roles looking to enhance their leadership capabilities, influence, and presence. It will explore the key traits of exceptional female leaders, focusing on developing self-awareness, resilience, and executive presence.
Through their inspiring stories and actionable advice, you’ll learn how to leverage your unique strengths, and lead with confidence and vision. Whether you're looking to sharpen your leadership acumen, break through organizational barriers, or foster inclusive cultures, this session is your guide to mastering leadership excellence as a woman executive.
Key Takeaways:
- How to build an executive presence and amplify your influence
- Tools for fostering resilience and maintaining well-being in high-pressure roles
- Effective techniques for championing diversity, inclusion, and organizational transformation
Karen Sung
Chief Strategy OfficerSandra Day O’Connor College of Law at Arizona State University
7:55 am - 8:05 am
Chairperson's Remarks
8:35 am - 9:05 am
Keynote | Transformational Leadership: Engage and Empower Teams in the Digital Era
Shane Ragland -
Senior Vice President, Member Care,
Modivcare
The healthcare landscape continues to evolve at a rapid pace, creating friction points and opportunities for digital transformation. The key question is: How can you keep your teams engaged, empowered, and resilient during this period of change? In this session, Shane Ragland, Senior Vice President of Member Care at Modivcare, will share insights from his extensive experience leading major transformations. He’ll discuss the delicate balance between embracing new technologies and staying true to the human side of care.
Walk away with practical strategies to strengthen commitment, overcome resistance, and ensure your team stays motivated and aligned throughout the journey.
9:05 am - 9:35 am
Keynote | Master the Art of Proactive Customer Assurance & Continuous Improvement
Soumya (SK) Panda -
Global Vice President, Service Assurance,
Comcast Business
In the dynamic world of business services, ensuring seamless device provisioning and uninterrupted service delivery is paramount. In this keynote, SK Panda, VP of Global Service Assurance with Comcast Business share his journey of transforming service assurance operations by harnessing the power of AI, automation, and advanced analytics. Discover how his team has successfully integrated AI Ops and DevOps to create a robust and proactive customer assurance framework. Learn about the importance of real-time data transparency and the development of KPIs and RPIs that enable continuous improvement and customer satisfaction.
Key Takeaways:
- Gain insights into innovative projects that leverage AI for enhanced networking and automation
- Discover how a forward-thinking approach can address the challenges of implementing new business processes in large organizations
- Learn how fostering a culture of continuous learning, certification, and industry engagement empowers teams to excel in digital transformation
9:30 am - 10:00 am
Rancher's Refuel Break
Satisfy your hunger with protein-packed snacks and fresh, healthy options.
10:00 am - 11:30 am
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.
MasterClass
11:30 am - 12:00 pm
Securing Employee Buy-In: Launching AI Initiatives for Long-Term Success
Shannon Hodges -
Head of Customer Growth,
Amplifai
Adrian Valenzuela - Head of Sales, Amplifai
Successfully implementing AI isn’t just about technology—it’s about winning the trust and engagement of your team. In this session, Shannon Hodges and Adrian Valenzuela will share strategies for overcoming key challenges in AI adoption, such as rapid technological change, unclear decision-making authority, and the need for targeted workforce training. Learn how to cultivate employee buy-in, establish clear implementation pathways, and ensure that your AI investments yield sustainable results across your business operations.
Sponsored by: AmplifAI
12:00 pm - 1:00 pm
High Noon Networking Lunch
Enjoy a fun, casual atmosphere with a touch of Western charm. Grab a plate, pull up a chair, and let's get to know each other, cowboy-style!
Roundtable (A)
1:00 pm - 1:45 pm Hype Vs. Reality: The AI Wave, and The Best Next Move for CX Leaders Mike Hallowell - Global Head of Healthcare and Fintech, ibexIs AI truly driving positive change in the CX industry, or is it becoming an expensive distraction? From virtual agents and accent neutralization to real-time AI language translation and AI coaches, AI seems determined to shape the future of the AI industry. But what shape will that take?
Join Mike Hallowell, Global Head of Healthcare and Fintech at ibex, as he returns to CCW Executive Exchange to lead a collaborative discussion where CX leaders can share their AI successes, frustrations, and ideas for where they think the industry must go next.
Join this session to engage on key topics such as:
1. Will AI destroy the live agent contact center as we know it - or will it be the agent coach that makes human agents shine?
2. The ethics, opportunity, and risk of AI accent neutralization
3. Does the rise of real-time AI translation spell the doom of 3rd party translation services?
4. AI’s true superpower: business intelligence & analytics
5. What works, what doesn’t, and what’s next
Sponsored by: IBEX
Roundtable (B)
1:00 pm - 1:45 pm Creating Partnerships that Last: The Role of Strategic Relationships in Global CX Delivery Brian W. Zempel - Chief Revenue Officer, GatestoneDrawing from his unique journey as both a client and a leader at Gatestone, Brian Zempel will discuss how organizations can build meaningful, long-term vendor relationships that drive impactful results. The discussion will focus on balancing the integration of advanced technologies—such as AI, chatbots, IVRs, and voice analytics—into CX ecosystems, while maintaining service quality and cost efficiency. Attendees will gain valuable insights into managing key partnerships and leveraging technology to transform their CX strategy.
Key discussion points:
- Managing strategic partnerships for CX success
- AI's role: transformational or incremental?
- Balancing cost, quality, and customer acceptance of new tools
Sponsored by: Gatestone
1:45 pm - 3:15 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.
3:15 pm - 3:45 pm
Ranchero Fiesta Snack Break
Energize your afternoon with a festive fiesta of southwestern flavors. Grab a snack and indulge in the conversations.
3:45 pm - 4:15 pm
Keynote | Thrive in the Era of Lean Customer Operations: A Journey from Service to Sales, Operations, Experience, Engagement & AI Mastery
Shantel Love -
Global Vice President, Customer Success Clinical & School Assessment,
Pearson
Despite the relentless evolution of business landscapes, the imperative to optimize, streamline, and enhance efficiency remains constant. From executive roundtables to corporate boardrooms, the quest to do more with less persists, driven by the need to stay competitive in an ever-changing marketplace.
In this session, Shantel Love will delve into the critical paradigm shift of thriving in the era of lean customer operations, bringing a wealth of experience and a proven framework honed through years of executive leadership and strategic innovation. She will share insights gleaned from her journey as VP of Customer Success, where she transformed traditional service paradigms into holistic customer engagement strategies, and ultimately became a global responsibility spanning multiple continents and divisions.
Through interactive discussions and storytelling, attendees will gain actionable insights to address unique pain points and operational challenges. From setting clear expectations to executing and following through, Shantel will equip participants with the tools and strategies needed to drive meaningful change within their teams and organizations.
4:15 pm - 4:45 pm
Keynote | Transform Business Intelligence: The Gen AI Revolution in Consumer Analytics
Saket Kumar -
Vice President, Consumer Analytics,
CitiBank
Gen AI and large language models are not just tools of the future, but game-changers for today’s data-driven enterprises. This session will explore how organizations are tracking the entire customer journey, creating a dynamic view of customer behavior, and breaking down silos with real-time, conversational data insights. Attendees will gain insights into the transformative impact of Gen AI, the practical challenges of transitioning from traditional BI, and strategies for managing infrastructure, skillset enhancements, and organizational change in the age of AI-driven analytics.
4:55 pm - 5:25 pm
Client Case Study | From Insight to Impact: Leveraging AI and Analytics for Complaint Resolution
Mariano Tan -
President and CEO,
Prosodica
Steven Messerly - SVP, Operational Risk and Risk Analytics Leader, Synchrony Financial
Join us for an insightful discussion exploring how AI and speech analytics are transforming complaint identification, reducing organizational weaknesses and enhancing enterprise reporting including regulatory communication in financial services. Our guest expert, Steven Messerly is a seasoned executive with deep expertise in risk management and analytics, most recently serving as Senior Vice President of Risk Management and Risk Analytics Leader at Synchrony Financial.
Sponsored by: Prosodica
5:25 pm - 5:55 pm
Panel | Navigate Compliance and Innovation: How Tech and Human Interaction Shape Modern CX
Deana Perrin -
Senior Director, Customer Experience,
Blue Cross Blue Shield of California
Jasmine Reno - AVP, Custer Care/Solutions, Mr. Cooper
In industries such as healthcare, financial services, and other highly regulated sectors, the drive for innovation must be carefully aligned with regulatory requirements. Organizations are constantly challenged to implement cutting-edge technology while ensuring it meets compliance standards and still delivers the right level of customer service. How do you strike the balance between regulatory adherence, customer expectations, and the human touch?
This panel will explore how organizations can leverage technology to enhance customer experience while optimizing employee interactions. The discussion will focus on practical strategies to ensure that technology empowers employees to add value during interactions and supports seamless customer engagement—all while staying compliant with ever-evolving legal and regulatory frameworks.
5:55 pm - 6:00 pm
Engage to Win | Prize Giveaway Winner to Be Announced!
6:15 pm - 8:15 pm
Mesa *Magic* Networking Reception
Discover the enchanting beauty of the mesa at our Mesa Magic reception. Enjoy signature southwestern drinks and appetizers while mingling in a setting inspired by the stunning mesa landscapes and desert vistas.
