CCW Executive Exchange
DAY 3 | Elevate Leadership
8:00 am - 8:45 am
MDT
CCWomen Breakfast | Leading from the Inside Out: Women Redefining Culture in Customer Contact
Millicent McIntyre -
Senior Director, Buyer Services,
IAA
Sierra Capone - Director, Wellbeing and Employee Experience, McCormick & Company
Sandy Ko Fonseca - Founder and Principal, CCWomen, Customer Management Practice
Behind every exceptional customer experience is a culture rooted in empathy, trust, and purpose. In this inspiring breakfast session, hear from three powerhouse women leaders who are redefining what it means to lead in customer-facing organizations.
From the global wellbeing lead at McCormick & Co., to the call center executive transforming teams at IAA - these leaders are proving that when you invest in people, performance follows. Discover how they’re embedding wellbeing, recognition, and leadership development into the fabric of their operations to build resilient, high-performing teams.
Expect real stories, actionable insights, and people-first strategies to elevate your leadership journey and drive meaningful impact across your organization.
8:45 am - 8:50 am
MDT
Chairperson's Remarks
Nicoletta Karpathios -
Deputy Divisional Director, CMP Exchange,
Customer Management Practice
Take a few minutes to re-orient yourselves with today's itinerary. We will review any housekeeping items and updates.
8:45 am - 9:15 am
MDT
Lessons from the CXO Seat: Accelerate Growth Through Experience, Brand & Bold Decisions
Todd Unger -
Chief Experience Officer,
American Medical Association
In this candid and energizing keynote, Todd Unger, Chief Experience Officer at the American Medical Association—pulls back the curtain on what it really takes to lead experience at scale. Drawing from his latest book and over a decade at the intersection of marketing, CX, and digital transformation, Todd will share the 10 biggest lessons learned in building an award-winning CX practice that drives results.
From eliminating friction and aligning CX with marketing, to harnessing AI to accelerate the “10-second customer journey,” this session will leave leaders rethinking how they show up—for their customers, teams, and organizations.
Key Takeaways:
- Redefining the CXO role as a growth architect
- Creating alignment across CX, marketing, product, and tech
- Using AI to cut friction, not connection
- Building a culture of customer-centric decision-making
Bonus: Stick around for a special book signing with Todd immediately following the session!
9:15 am - 9:45 am
MDT
Networking Break & Book Signing with Todd Unger! | Twists & Treats
One last sweet (and salty) send-off! Fuel up with fun snacks and final conversations before heading into the home stretch—plus, stick around for a special book signing with Todd Unger, Chief Experience Officer at the American Medical Association.
Todd will be signing copies of The 10-Second Customer Journey - The CXO's Playbook immediately following his keynote. Don’t miss this chance to connect, grab a signed copy, and keep the inspiration going!
BUSINESS MEETINGS
9:45 am - 10:45 am Refer to Your ItineraryPlease check your 1:1 personalized itinerary located under "My Meetings" in the mobile app to see what's happening now.
DISCUSSION GROUP
9:45 am - 10:45 am Informal Meet UpsDon't have a meeting? Take a seat for an informal meetup to discuss various aspects of customer engagement and optimization strategies. Topics will be provided to spark conversation.
11:00 am - 11:45 am
MDT
Deep Dive with CCW Digital | Have We Been Ignoring Our Customers? New Research On What People Actually Want In The Age of Hyper-Personalization
Audrey Steeves -
Content Analyst,
Customer Management Practice
Nearly 94% of contact centers are maintaining or increasing AI investments—but are we losing sight of what customers actually want?
New CCW Digital research reveals growing dissatisfaction with long wait times, clunky journeys, and underwhelming digital experiences. This session unpacks what’s really driving frustration—and what customers expect from AI, personalization, and human support in 2025.
Featuring exclusive data insights from CCW Digital and real-world insights on what needs to change.
