CCW Executive Exchange
DAY 1 | Lead with Purpose
9:00 am - 9:30 am
MDT
Check-In Opens & Coffee
Start strong. Grab your badge, settle in, and enjoy fresh coffee while connecting with fellow leaders as the Exchange kicks off.
9:30 am - 10:00 am
MDT
Welcome Orientation & Icebreaker
Nicoletta Karpathios -
Deputy Divisional Director, CMP Exchange,
Customer Management Practice
To get us started, we'll provide some helpful guidance to navigate your CCW Exchange personalized itinerary. Orient yourselves with the format of an Exchange and learn tips and tricks on how to enhance your on-site experience. We'll conclude with an icebreaker activity - and prize giveaways!
9:55 am - 10:30 am
MDT
Opening Panel | Redefining Talent in the GenAI Era: Evolving Roles, Skills & Impact
As AI handles the repetitive, the value of your workforce lies in their expertise. This session explores how leading organizations are reimagining roles, training, and engagement strategies to retain top talent and fuel long-term success.
THINK TANK A
10:30 am - 11:15 am Metrics That Matter: Focus on What Moves the Needle Megan Brown - Director, Global Center of Excellence for Advanced Analytics and Data Science, StarbucksData isn’t the challenge—action is. This session explores how to cut through the noise and use customer intelligence to drive meaningful outcomes. Discover how to segment strategically, validate with testing, and align teams around data that delivers.
- Best practices for segmentation and real-time personalization.
- Build a culture of experimentation with test-and-learn frameworks.
- Align cross-functional teams to unlock measurable impact.
Megan Brown
Director, Global Center of Excellence for Advanced Analytics and Data ScienceStarbucks
THINK TANK B
10:30 am - 11:15 am Autonomy by Design: Empowering Customers Through Choice & Control Divya Reddy - Vice President, Engagement, Oak Street HealthToday’s customers want control — over channels, communication preferences, and outcomes. This session explores how to create experiences that put the customer in the driver’s seat, leveraging technology and data to enhance autonomy without sacrificing efficiency or security.
- Design self-service journeys that prioritize user choice.
- Use AI to adapt experiences in real time.
- Balance automation and human touch for maximum satisfaction.
THINK TANK C
1:45 pm - 2:30 pm Benefits & Beyond: Innovative Strategies for Employee Engagement and Retention Ed Heiser - Vice President, Community Impact & Operations, YMCA of Metro ChicagoEngagement isn’t about perks—it’s about purpose. Explore how leaders are reimagining benefits, career paths, and work environments to fuel motivation, retention, and performance in an AI-driven world.
- Design flexible, future-ready employee value propositions.
- Prioritize growth, wellbeing, and meaningful recognition.
- Align talent strategies with evolving workforce expectations.
11:15 am - 12:20 pm
MDT
Welcome Brunch | Squeeze the Day.
Fuel up and mingle with fellow attendees over a bright and energizing brunch. Kick off conversations that will power your next big idea.
12:15 pm - 1:45 pm
MDT
Business Meetings
Please check your 1:1 personalized itinerary located under "My Meetings" in the mobile app to see what's happening now.
THINK TANK A
1:45 pm - 2:30 pm Outsourcing: Table Stakes or Priority in a Changing Landscape?Outsourcing has evolved beyond cost-cutting—it’s now a lever for scale, agility, and innovation. This interactive session explores how leaders are reassessing outsourcing strategies amid shifting labor markets, automation trends, gimmicky I’ll rising customer expectations. Discover how to build partnerships that add value, not just capacity.
- Redefine outsourcing’s role in the age of automation and AI.
- Evaluate when, where, and why to outsource for maximum impact.
- Align partner capabilities with CX quality, compliance, and business goals.
THINK TANK B
1:45 pm - 2:30 pm Beyond Transactions: Designing Communities That Inspire Loyalty Nancy Wright - Senior Director, Medical Technology Advanced Services, GE HealthcareCX is no longer just about solving problems—it’s about building belonging. Explore how visionary brands are designing customer communities that inspire loyalty, deepen engagement, and deliver value beyond the product.
- Apply experience design to foster authentic connection.
- Transform service moments into long-term relationships.
- Create brand ecosystems that drive trust, advocacy, and growth.
THINK TANK C
1:45 pm - 2:30 pm Field Force of the Future: Tech-Enabled Teams That Drive CX Excellence Jackie Counts - Vice President, Field Operations, OptimumThe frontline extends beyond contact centers. Explore how leaders are equipping field teams with AI-powered tools, real-time insights, and smarter workflows to deliver seamless, proactive service in every customer interaction.
- Streamline field operations with predictive analytics and mobile solutions.
- Reduce time-to-resolution with real-time diagnostics and self-service enablement.
- Elevate field employee experience through intelligent support and continuous feedback.
2:30 pm - 3:00 pm
MDT
Networking Break | Dip Me Baby, One More Time!
Snack, sip, and recharge. Whether you're team sweet or salty, take a break with crave-worthy dips, quick bites, and great conversations.
3:00 pm - 4:30 pm
MDT
Business Meetings
Please check your 1:1 personalized itinerary located under "My Meetings" in the mobile app to see what's happening now.
4:30 pm - 5:15 pm
MDT
Deep-Dive Discussion | Beyond Deflection: The Next Era of Self-Service
Mark Killick -
Senior Vice President, Experiential Operations,
Shipt
Nicole Kyle - Chief Analyst & Managing Director, CMP Research, Customer Management Practice
For years, self-service has been synonymous with call deflection. But as businesses evolve and customer expectations rise, the conversation has shifted from reducing contacts to optimizing the customer journey.
Join fellow industry leaders for an interactive session where we’ll challenge outdated self-service strategies and explore:
- When Automation Works (and When It Doesn’t)
- Self-Service’s Hidden Costs
- Personalization & Proactive Engagement
- Optimizing for Retention & Revenue
5:15 pm - 5:30 pm
MDT
UnWine'd Comfort Break
It's just about five-o-clock, or maybe wine-o-clock. Take a few moments to relax with a glass of wine as we transition into think tanks!
Evening Think Tanks | Sip, Savor, Strategize.
THINK TANK A
5:30 pm - 6:15 pm Recovery as Retention: Winning Loyalty Through Service ExcellenceA well-handled issue can build more loyalty than a flawless journey. Explore how to use AI, proactive outreach, and agent training to turn problems into growth.
- Predict and prevent service failures.
- Train agents for high-sentiment conversations.
- Engage proactively to reduce churn.
THINK TANK B
5:30 pm - 6:15 pm Personalization vs. Privacy: Strike the Right Balance for CX SuccessHyper-personalized CX can drive growth—but only if it’s rooted in trust. Explore how to use AI and data to create relevant, real-time experiences while respecting privacy and staying compliant.
- Deliver personalization that feels valuable, not invasive.
- Build transparency and control into every customer touchpoint.
- Balance innovation with regulation to reduce risk and strengthen loyalty.
6:15 pm - 8:15 pm
MDT
Networking Reception | Slider Social
Wrap up Day 1 with bold flavors, cold drinks, and warm connections. Bite-sized sliders and big conversations—served just right.
