Name: CCW Executive Exchange August 2025
Start: 2025-08-11
End: 2025-08-13

Welcome to the Flagship CCW Executive Exchange!
WHERE CX STRATEGY LEADS TO EXECUTION.

As part of the world’s largest customer contact event series, the CCW Executive Exchange is an invitation-only experience for senior CX and customer contact leaders. Through curated discussions, peer benchmarking, and interactive Think Tanks, this event is designed to help you connect, collaborate, and solve critical business challenges—efficiently and effectively.

THE EXCHANGE DIFFERENCE

Benchmarking

With over 25 highly crafted sessions reflecting strategic issues senior executives have identified as priorities, take a two-fold approach to address both customer experience & employee experience.

Networking

Because of the unique structure of the Exchange, networking is more productive through focused discussions, collaborative sessions, and exclusive off-site receptions. These shared experiences foster stronger relationships and more valuable takeaways.

Project Analysis

Your particular issues are put under the spotlight and with an open mind you can embrace the potential solutions that will emerge through group discussions.

1:1 Business Meetings

Shorten your RFP Cycle! Take part in one-to-one business private business meetings with vetted solution providers that can help you navigate your biggest challenges.

LEARN MORE

BUILT FOR EXECUTIVE IMPACT

Executive-Only Room with Real Influence

Hand-selected group of Director & C-level peers across industries—leaders who are actively shaping the future of customer contact, digital transformation, and operational excellence.

Insights That Drive Immediate Action

Our agenda is fueled by proprietary CMP Research insights and guided by the CCW Advisory Board. No fluff—just the trends, tools, and tactics that matter right now.

Immersive, Collaborative Learning

Forget passive listening. This format is built for real engagement—Think Tanks, Masterclasses, and Interactive Panels are designed to challenge your thinking and sharpen your strategy.

Exclusive Research You Won’t Find Elsewhere

Missed the live results of the new CMP Research Prism at CCW Las Vegas? CMP Research will go in depth on their latest Prism, a breakthrough strategic framework helping CX leaders evaluate and adopt technologies with precision and purpose.

A Timely Mid-Year Reset

August is more than a date—it’s your strategic checkpoint. This is the ideal time to refocus priorities, validate your roadmap, and accelerate execution on your 2025/2026 initiatives.

2025 SPEAKERS
Pivotal Perspectives, Unparalleled Dialogue.

Mark Killick

Senior Vice President, Experiential Operations

Shipt

Darnell Brooks

Director, Operations Process and Strategy

The Home Depot

Lance Gruner

Former EVP, Global Customer Care

Mastercard

Angie Flury

Chief Call Center Officer

Morgan & Morgan

Todd Unger

Chief Experience Officer

American Medical Association

Jackie Counts

Vice President, Field Operations

Optimum

Christine Baumann

Staff Vice President, Strategic Initiatives & Digital Transformation

Elevance Health

Brent Nelson

Vice President of the Virtual Communication Center

Wellby Financial

Rasheeda James

Vice President, Client Services

Americor

Heather Johll

Vice President, Operations Transformation

Ascension

Inna Larson

Vice President, Technology

Coopers Hawk Winery & Restaurants

Jim Economou

Vice President, Patient Access Contact Centers

Endeavor Health

Ed Heiser

Vice President, Community Impact & Operations

YMCA of Metro Chicago

Erin Nielsen

Vice President of Customer Strategy

RPM Living

Megan Brown

Director, Global Center of Excellence for Advanced Analytics & Data Science

Starbucks

Jack Zhang

Head, eService Support & AI Transformation Office

Lenovo

Dee Kohler

Senior Director, Member & Provider Services

Centene Corporation

Zach Greco

Senior Director, Customer Experience

Floor & Decor

Nancy Wright

Senior Director, Medical Technology Advanced Services

GE Healthcare

Millicent McIntyre

Senior Director, Buyer Services

IAA

Anna Obikane

Executive Director of User Experience Research

J.P. Morgan Chase

Nate Erisman

Director, Customer Support

Scout Motors

Mansi Mehta

Executive Director, Customer and Content Strategy, Rare Diseases

Novartis

Jordan Zivoder

Quantitative Research Lead, CMP Research

Customer Management Practice

Sandy Ko Fonseca

Founder and Principal, CCWomen

Customer Management Practice

Brian Cantor

Managing Director, Digital

Customer Management Practice

Audrey Steeves

Content Analyst

Customer Management Practice

View All Speakers

ELEVATE YOUR EXPERIENCE

Opa! A Greek Escape at Avli on the Park

AUGUST 11, 2025 | 6 PM | Powered by Five9
Escape the ordinary at this upscale Greek dining experience in downtown Chicago. Savor elevated Mediterranean bites, enjoy craft cocktails, and connect with fellow executives in a vibrant setting that blends sophistication and warmth.

Game On at Budweiser Brickhouse Tavern

AUGUST 12, 2025 | 6 PM | Sponsored by ASAPP
Close out Day 2 with skyline views, signature drinks, and laid-back energy just steps from Wrigley Field. This rooftop reception offers the perfect mix of fun and functionality.

CCW EXECUTIVE EXCHANGE REPLAY

Immerse yourself into the world of the Exchange Series! Get an inside look into what it's like to attend and hear directly from executives about their experience on-site.

SECURE YOUR VIP SEAT

If you’re interested in reserving a VIP spot at the CCW Executive Exchange, reach out to us before spots fill up – limited availability.

REGISTER HERE

WHAT EXECUTIVES SAY

“There is a lot of value that I got in the few days which you may not get from a large conference with a lot of other customers. It was very targeted and a lot of prep that the team put into it, it was very meaningful, purposeful, and valuable of my time.”

“This is the first time I’ve had the opportunity to attend a CCW exchange and I had an amazing time. I enjoyed all the presenters, the panels, and interacting with the other executives that were there. It’s nice to be able to hear what other people are doing, the challenges that they’re facing, and then what they’re doing to resolve those challenges because that gives me ideas that I can take back to my colleagues. I would recommend this conference and conferences like it to others on my team.”

“I would definitely recommend attending an exchange. The environment of having senior executives in a smaller, more intimate setting, ensures everyone is here for the right reasons and to learn from each other and from industries outside of what you’re normally used to on a day-to-day basis. There’s a lot to apply and a lot of technology that you can bring into the contact center and overall, it’s been a great experience.”

“The 1:1 meetings have been very important in terms of introducing me to solutions from organizations that I otherwise would not have known existed. And these organizations are providing solutions that are pertinent to some of the pain points that we’re going through, are pertinent to some of our enterprise level strategic initiatives. I absolutely recommend this exchange or any of these types of exchanges to a colleague. This was extremely informative, I learned a lot, I met a lot of great people, a lot of networking. The organization that put this on, CMP, was phenomenal, this was very professionally done. The agendas, the breakout sessions, the meetings, the facility that we’re in, top notch—highly recommend it.”

“What I really enjoyed was the chance to talk to people from other industries and understand how they think about technology and how they work with customers. It helps me think differently about our organization and how we provide care to our patients. I would definitely recommend to my colleagues to attend more conferences that aren’t just healthcare related so you can work and meet other people in other industries and realize there’s a lot of commonalities with the problems we’re trying to solve.”

“I absolutely would recommend the exchange to a colleague; it’s been a great format. I’ve enjoyed how the structure is somewhat broken up so you can move from a coffee chat to business meetings and then maybe a roundtable, so there’s a lot of variety and the folks here are very nice. It’s been fun to meet colleagues who are also in this space. I love learning about new tools and technologies, and the one-on-one business meetings have allowed me to meet new vendors that are offering innovation in the CX space.”

"The ability to spend time with leaders of companies that we look up to. Being able to spend time with C-Level executives and decision-makers, especially within the customer experience industry. I don’t think there are other events like this that allow you to go and speak to C-level executives."