CCW Executive Exchange

⏰ The CCW BFSI Exchange is around the corner! If your interested in joining us in Missouri, you can request an invitation here  ➡️ https://lnkd.in/g_xCQiqD or contact Jaime Rinaldi to claim one of the final passes ✅ Check out the titles, companies, and top priorities of the executives who have already confirmed their attendance to the CXO Exchange this May 14-16 in Memphis! ➡️ https://bit.ly/4bOHzbc 🤿 Dive deeper into the key focuses and sessions of the inaugural Customer Analytics Exchange ➡️ https://bit.ly/4iQirmL designed to deliver actionable strategies to help you harness the full potential of customer data 💡

👏 That’s a wrap on an incredible #CCWExchange! Over the past three days, there have been many meaningful conversations navigating the biggest challenges in customer contact, exchanging practical insights and strategies, and making valuable connections that will last well beyond the event. Thank you to our speakers for their expertise and our attendees for making the Exchange truly impactful. 💫 #CMPExchangeSeries #CustomerContact #CXEvent

✨ Morning Highlights from Day 2 at #CCWExchange! 📊 AI & Analytics in Action – Mary Beth Green, Josue H. Berlanga, Kristopher Moore, and Brian Cantor kicked off the day with a deep dive into how predictive insights and AI-driven analytics are revolutionizing hyper-personalization and smarter decision-making. 🚀 Future-Proofing the Workforce – Lisa Williams, Alana McCloskey, Melissa B. Johnson, and Brian Cantor shared strategies to keep teams engaged, up-skilled, and ready for whatever comes next. 🤖 AI Meets Ethics – Ford’s Kalifa Oliver, Ph.D. delivered a powerful keynote on balancing AI innovation with fairness and inclusivity in the employee experience. 📖 Book Signing – Attendees got an opportunity to grab a signed copy of Kalifa Oliver, Ph.D.'s new book, I Think I Love My Job! Energy is high, conversations are meaningful, and the day is only just begun. Customer Contact Week #CMPExchangeSeries #CX #CustomerContactWeek

Wrapping up an insightful day at the #CCWExchange with some of our key takeaways: 1️⃣ Balancing Cost Efficiency with Quality CX: In today's market, reducing costs without sacrificing customer satisfaction is critical. Leaders explored strategies to streamline operations, optimize tech partnerships, and implement AI-powered support to drive efficiency while maintaining exceptional service. 2️⃣ AI & Data are Driving Business Transformation: Keynotes from Arun Nandi with Unilever & Dr. Angel D. with JP Morgan Chase highlighted the power of AI, machine learning, and agility in modernizing legacy systems, improving decision-making, and fostering inclusive, human-centered CX strategies. 3️⃣ AI is Only as Powerful as Its People: Tech alone doesn’t drive transformation. Sessions on agent enablement & L&D focused on how AI-driven insights, training, and culture shifts empower employees and elevate CX. Thank you to all the Day 1 Speakers for bringing the energy ⚡ Jordan Zivoder, Daniel Haden, Fred Kleiman, Arun Nandi, Dr. Angel D., Ian Tempro, Tiffany Cotterman, PhD Customer Contact Week #CMPExchangeSeries #CustomerExperience  #Leadership

🤠 What a start to the #CCWExchange here in Austin, TX! We kicked off with powerful insights on Conversational IVR, AI-driven CX, and Leveraging Customer Data—plus some great brunch conversations! We’re buzzing with excitement as we keep the momentum going into the next few days! Customer Contact Week  #CMPExchangeSeries  #NetworkingEvent #CXSolutions

We’re incredibly excited to be kicking off the CCW Emerging Tech Exchange this morning in San Francisco! ☀️🦀 Follow along this week for insights from a fantastic speaking faculty to learn how Customer Contact teams across industries are implementing innovative technologies to transform experiences💡 Shout out to our Day 1 speakers starting us off with a bang! 🧨 Baylie Brenner-Bruzgis, Head of User Experience Operations, Twitch Andrea Rivera, Construction Customer Care Director, Toll Brothers  Hobson Powell, Vice President, Global Support, LinkedIn Rajamma Krishnamurthy, Senior Director, Leader Enterprise AI, Microsoft

CMP Exchange Series Weekly Updates are in! ⏰ Reminder - This is your last chance to attend the CCW Emerging Technology Exchange February 19-21 in San Francisco! Request your VIP Invitation now: https://bit.ly/42TP0eA 🌟 Leaders from Nike, Delta, Unilever, Ford and more are confirmed for the CCW Executive Exchange this March 12-14 in Austin, TX!  View the Full Attendee List here: https://bit.ly/4gH3HVR 🎙️ CMP's Jake Frederico sat down with Edwin Jones, CCXP to discuss building trust with customers in uncertain times, and why it’s crucial for long-term success. A must read conversation! Read the full Q&A: https://bit.ly/3X1prEF 💯 We’re excited to announce the speaker lineup for the upcoming Chief Experience Officer Exchange! Shoutout to these fantastic thought-leaders joining us this May 14-16 in Memphis: Melissa Felder, Cale Benner, Ronald Benjami, Jamie Lawyer, Lee Kemp, Chayse Joubert, Tracy Ann Shaw, Ph.D., Dr. Shanita Williams, SHRM-SCP, Sara Monnette, Theodore Wroblewski, Alex Gardner, Larissa Thomas, Misty Bell Stiers, Trish Wethman, Nicholas (Nick) Birkby, David Weisman, PhD, CPXP, FPCC. 👉 Don’t miss out! Make sure to stay up to date by following us for more real-time updates. #CMPExchangeSeries #CXEvent #CustomerContactWeek

Welcome back to the Exchange Weekly Wrap! 1️⃣ First things first: The Chief Experience Officer Exchange is coming to Memphis! The CXO Exchange is a people-first, collaboration-driven event designed exclusively for senior executives. Join us for interactive sessions, unparalleled benchmarking, and opportunities to find solutions to your biggest challenges. 🗓 Mark your calendars for May 14-16 and check out everything we have planned for Memphis here: https://lnkd.in/eY8Z2bBr 2025 is nearly here… are you ready to hit the ground running? Now’s the perfect time to start planning ahead, and we’re here to help you get the most out of the coming year. The CMP Exchange Series covers various Customer Contact and CX topics across multiple verticals; each bringing a unique speaker and session lineup, so you can find an event that addresses your current initiatives and joins you with other hand-picked senior executives. 🧩 Find which tailored program is right for you: CCW Emerging Tech Exchange: https://lnkd.in/gWHkmbUb – Explore the latest innovations and breakthroughs in customer technology. CCW Executive Exchange: https://lnkd.in/g2y73-94 – Discuss the future of Customer Contact and strategy. CCW BFSI Exchange: https://lnkd.in/g_xCQiqD – Tailored specifically for the banking, financial services, and insurance sectors leaders to stay ahead in a rapidly changing market. CXO Exchange: https://lnkd.in/eY8Z2bBr – Learn how to elevate every step of the customer experience journey. Let’s get ready to make 2025 an unforgettable year filled with learning, growth, and connection. We can’t wait to see you there! 🚀

Greetings from day 2 of the Customer Contact Week CMP Exchange Series Executive Exchange in sunny 🌞 Phoenix! We’re fully booked for 1x1 meetings at our station but happy to connect at networking time! AI Agents for Support are all the buzzzz 🐝🐝

Glad to see such an inspiring panel come together on Day 2 of #CCWExchange! Big thanks to Karen Sung, Monica (Dong) Meyerand, and Brandy Labinjo MBA, MSA for sharing their insights and to Dr. Hui Curtis for uniting these wonderful women. The CCW Executive Exchange truly empowers leaders across industries to connect and drive meaningful change. Here's to a fantastic final Exchange of 2024! 👏 #CMPExchangeSeries #CCWomen CCWomen Day 2 of the CCW Executive Exchange and the last event day for me in 2024! Kicking off day 2 with the incredible CCWomen panelists: Karen Sung, Monica (Dong) Meyerand, and Brandy Labinjo MBA, MSA brought together by the one and only Dr. Hui Curtis. We missed you, Dr. Hui Curtis! ❤️ CMP Exchange Series #CCWExecutiveExchange Arizona Public Service - APS Arizona State University OneAZ Credit Union

🌵Welcome to Day 1 of the #CCWExchange in sunny Phoenix! Customer Contact Week (CCW) Advisory Board Members Becky Ploeger & Natalie Beckerman took the stage to explore today's biggest industry challenges (moderated by Michael DeJager). They shared insights on finding the right balance between automation and human touch, and discussed strategies for strengthening data security in an increasingly digital world. "I address security and compliance like TSA Pre-Check—quick, efficient, and painless, allowing you to check it off easily without the usual hassle." - Becky Ploeger Follow along as we reimagine the future of Customer Contact over the next 2.5 days! #CustomerManagementPractice #CMPExchangeSeries

📢 Shout out to our incredible Day 1 Speakers: Dave Gise, SVP, Head of Hospitality & Amenities, RXR James Glover, VP of Customer Experience, CHEP Catie H., VP of FC Operations, Chewy Deepak Agarwal, Director, ORx IT Operations, Optum Diane Acevedo, SVP of Operations & CX, gabbwireless Magical night under the Orlando sky 🌤️ As day one of the Exchange wraps up, we’re buzzing with the insights and ideas shared 💡 From groundbreaking tech solutions to actionable strategies that can elevate teams and transform workplaces, today’s sessions equipped us with tools to create truly frictionless, personalized, predictive, and proactive experiences 📝 We capped off the day with delicious food, great company, and a vibrant atmosphere that made for the perfect space to unwind and connect ⚡ Here’s to the power of community, learning, and a memorable start to what’s shaping up to be an inspiring Exchange! CMP Exchange Series Customer Contact Week Customer Management Practice

The Exchange Series is all about bringing together top #CXLeaders from across industries for 2.5 days full of actionable insights and true peer to peer benchmarking. We’re excited to highlight a few of the sessions that will be doing just that at our upcoming events in Phoenix and San Francisco! 🌵Thursday, November 14, 2024 WORKSHOP | Navigate Compliance and Innovation: How Tech and Human Interaction Shape Modern CX This session with Deana Perrin 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. View the full agenda: https://lnkd.in/eebNV5Rr ⚙️Thursday, February 20, 2025 KEYNOTE | Anthropologie: It’s the Journey, Not the Destination Ian Dewar will be sharing a case study highlighting innovative ways to gather customer feedback and how to leverage massive amounts of data to not only provide delightful customer experiences, but to inform future product development and deliver what customers want before they need to ask. View the full agenda: https://lnkd.in/gWHkmbUb See you next week! 👋

Welcome back to the Exchange Weekly Wrap! 😁 With a wealth of experience in vendor management and a deep commitment to aligning external partnerships with organizational goals, @ Susie Cebulla has been a driving force behind BCBS of Minnesota’s success in delivering exceptional member services. ✅ Check out the complimentary Q&A with Susie here: https://bit.ly/4egEEbO You can hear more from Susie during the highly anticipated roundtable discussion group she’ll be leading at the #CCWExchange this November 13-15 where she will share her expertise on strategic vendor management. 🌵Request an invitation to join Susie in Phoenix here: https://lnkd.in/eebNV5Rr 👉 The final #CXOExchange of 2024 will be here before you know it! Check out the updated agenda here: https://lnkd.in/ef_HNkZa 👀 Looking into 2025, we’re bringing together Innovation Experts to share insights on the disruptive tools that are setting new benchmarks for success in #CX and strategies for integrating new tech to orchestrate seamless omnichannel experiences for your customers. Dive deeper into the Critical Focus Areas of the CCW Emerging Tech Exchange here: https://lnkd.in/gWHkmbUb See you next week! 👋

As we close out the final day of the CCW Healthcare Exchange, it's clear that the future of customer and patient experiences is brighter than ever 💫 From discussions on the power of AI to drive hyper-personalized care, to panels exploring employee engagement and patient-centric strategies, we hope you've gained valuable insights to take back to your organizations. A huge thank you to all the speakers, sponsors, and attendees who made the #CCWExchange so impactful! The knowledge shared and connections made will drive innovation and change in the healthcare industry for years to come. 👏 Customer Contact Week #HealthcareEvent #HealthcareNetwork

Day 2 of the #CCWExchange in New Orleans is in full swing! 📸 Check out some of today's session highlights so far: - Neil Gomes led a powerful keynote, leaving us with new ideas on how to harness analytics & AI to drive actionable insights. - In a Client Case Study, Alvin Stokes & Chris Rozum explained the comprehensive transformation strategy that elevated Princess Cruises' customer experience. - Ebrahim Hyder, Bernie Leas, & Lori Norris Merritt explored the importance of robust quality assurance and coaching programs during their Panel Discussion. And the best part? We’re capturing it all! Stay tuned for live updates from the CCW Executive Exchange. Customer Contact Week #CMPExchangeSeries

Welcome to the Big Easy, CCW Executive Exchange attendees!⚜️ We’re here to help you jazz up your #CustomerContact game and learn how to make every interaction a show-stopping performance. Laissez les bons temps rouler!🎶 Customer Contact Week #CCWExchange #NOLA #CustomerContactWeek #CX #Leadership #Networking #Event

⤵️⤵️⤵️ Welcome back to the CMP Exchange Series Weekly Wrap! ⏰ Registration is closing soon! If you still want to join the #CCWExchange this August 14-16 in New Orleans you can request an invite here: https://lnkd.in/e33bXHMu (or reach out to Jaime Rinaldi) ☀ Can’t make August? Dive into the themes and supporting sessions of the CCW Executive Exchange November and see what we have planned for Phoenix: https://lnkd.in/eebNV5Rr 🌴 We’re excited to introduce our #SpeakerLineup for the final #CXOExchange of 2024 this October 28-30 in Orlando, FL! Carey Stoker, Rasheeda James, MAOL, Dr. Todd Keruskin, Dave Gise, James Glover, Marisa Claire Smith, Amadou M. Kone, Brent R.C. Nelson You can check out the full agenda here: https://lnkd.in/ef_HNkZa 🔔 Stay tuned for the full speaker line up soon 👀 🎸 One more round of applause for our amazing attendees of the #CXOExchange last week in Memphis 👏👏 Check out Sathya Sundar's #KeyTakeaways from the #CXOExchange in Memphis last week. You can also dive into more highlights from our stellar speakers Kat K. (https://bit.ly/4d2ISD5) and George Alifragis (https://bit.ly/3WDl3vH) See you next week! 👋

Thank you for joining the #CXOExchange again George! Nobody fires up the crowd on the first session of the day quite like you 😁 If you missed this one, you can check out the agenda for the final CXO Exchange of 2024 here: https://bit.ly/46b3BC0 Setting aside the global IT outage and travel chaos, I really enjoyed last week's CXO Exchange in Memphis. A special thank you to Brian Cantor, Sathya Sundar, and the entire Customer Management Practice team for inviting me to a candid conversation on capital-efficient growth. Not a big surprise, but the audience wanted to dive into automation and AI relative to CX initiatives, specifically the ROI and people impacts — all important topics these days! Putting together such a highly curated event, with executives flying in from across the country, is no easy task... again, kudos to Sathya and the CMP team. I first spoke at the CXO Exchange back in 2021 during the virtual era and met some exceptional leaders I'm still close with. This year's CXO Exchange was no exception. I walked away with a page of notes full of actionable takeaways, lessons learned, and, most importantly, incredible new connections. The only silver lining from the flight cancellations was that I got a chance to visit Graceland! My late grandmother was a huge Elvis fan... it was bittersweet to immerse myself in Elvis' legacy and music. It brought back so many good memories with my grandma. In the end, this CXO Exchange, like the one before, proved to be an enriching experience both professionally and personally. From valuable business insights to unexpected personal moments, it's these connections and experiences that make these events truly meaningful. Highly encourage CX leaders to connect with the CMP Exchange Series to participate in future exchanges—you won't regret it. #CXOExchange

What a start to day #3 of the #CXOExchange here in Memphis! 🎸 George Alifragis kicked us off with a fantastic discussion on rethinking ROI in CX and how to measure shifting customer expectations ✅ The incredible David Weisman, PhD, CPXP, FPCC and Paul Puopolo of the Customer Experience & Innovation 2024 Advisory Board shared their predictions for the future of the CX landscape and their expert advice for how to be ready for it 💡 (P.S. If you're experiencing FOMO right now, you can check out the agenda for the final CXO Exchange of 2024 here: https://bit.ly/46b3BC0) 

Memphis got us feeling sharp 🎼 never flat 𝄫 on the second day of the #CXOExchange 🎸🎹🎤🎷 Our rockstar speakers Neil Gomes Paul Puopolo Aish Sinha and Joe Charnitski discussed how the melding of digital transformation and innovation is changing the game. They delved into exciting topics like AI-powered analytics and real-time feedback systems, offering practical insights into leveraging digital tools to elevate customer input and drive meaningful innovation at every step of the customer journey. CMP Exchange Series Customer Contact Week CCW Digital Customer Management Practice

It’s time to rock ‘n’ roll 🎸 at the #CXOExchange with Eric Bruce, the first CXO of the National Gallery of Art’s history. Drawing upon artistic fundamentals, Eric shared, "I work a shift on the floor in uniform every quarter, and the entire executive team once a year" to tackle contemporary business challenges in today's ever-changing landscape. ⚡ Continuing to build skills internally, like observing human experience, analyzing challenges and opportunities, and envisioning future possibilities. ⚡ Explaining the role of CX Maturity and getting a sense from leaders in the institution where they felt we sat on the scale from being reactive to being audience-focused, which provided a broader mandate for culture change. ⚡ Meaningful leaps into predictive modeling ⚡ Leading a series of cross-departmental journey mapping endeavors to create a punch list for cross-departmental improvements ⚡ EX and CX being intertwined. How can we expect staff to become audience-focused? Service culture can manifest as apathy when staff lack autonomy, mastery, and purpose. ⚡ The teams in digital solutions interpretation and accessibility are leveraging AI tools to improve visual descriptions- generating 150,000 descriptions in about 1 month. CMP Exchange Series Customer Contact Week CCW Digital Customer Management Practice

“Embark on your CX initiatives in the best interest of the customer and let that translate into addressing the bottom line - because it will” Thank you to our panelists on Day 2 of the #CXOExchange for sharing their expertise in identifying the metrics that truly matter and when to use them 📊

Elvis has left the building 🕺 but we have ♾Adam Pruitt, CSPO Brian Cantor and Chris Stair discussing the Value of Listening as we wrap up our first day at the #CXOExchange in Memphis 🎷 💡 The VOC Program at JPMorgan Chase is an active listening exercise used to provide excellent customer experiences for their Self-Directed Investing clients. It allows Quads to gather direct client feedback to identify improvement opportunities. 💡 Teams can discover new customer experiences and prioritize roadmaps based on customer sentiment, crucial in the ever-evolving fintech space. 💡 Some comments may prompt you to research to understand the expressed issue. Don't let one comment derail your roadmap. Look for patterns like collecting gold to craft a crown. A collection of comments gives better insight into your customers' mindsets than a single comment. 💡 Differentiating between a cultural practice and a one-time activity is crucial. CMP Exchange Series Customer Management Practice Customer Contact Week CCW Digital

The #CXOExchange is live in Memphis! We’re looking forward to the next couple days of discussions, benchmarking, and finding #CX solutions💡✅

Welcome back to the CMP Exchange Series Weekly Wrap 👋 Check out the full speaker lineup for the CCW Healthcare Exchange: https://lnkd.in/ehUBMBp3 Explore the full themes of the CXO Exchange: https://lnkd.in/ef_HNkZa Check out the newly released CCW Exchange Agenda and see what we have planned for November: https://lnkd.in/eebNV5Rr

Welcome back to the Exchange Weekly Wrap 👋 ✅ Check out the newly released CXO October Agenda: https://lnkd.in/ef_HNkZa ✅ Check out full CCW Healthcare speaker & topic lineup: https://lnkd.in/ehUBMBp3 ✅ Learn more about the CCW Executive Exchange Spotlight Speakers: https://lnkd.in/e33bXHMu Haley Morse, Neil Gomes, Elizabeth Oates, Stephen Framil #CustomerManagementPractice

Welcome back to the Exchange Weekly Wrap 👋 Check out the full CXO July speaker and topic lineup: https://lnkd.in/ejdUqTYX Check out the CCW Executive Exchange Agenda: https://lnkd.in/e33bXHMu Read the complimentary Q&A with Vivek Goel MS, MBA: https://bit.ly/3VrUnwe Neil Gomes Aish Sinha Miguel Navarro #CustomerManagementPractice #CCWExchange #CXOExchange

Welcome back to the CMP Exchange Series Weekly Wrap 👋 ✅ Check out the CXO Exchange July Agenda: https://lnkd.in/ejdUqTYX ✅ Check out the CCW Executive Exchange Agenda: https://lnkd.in/e33bXHMu ✅ Check out the CCW Healthcare Exchange Agenda: https://lnkd.in/ehUBMBp3 Cindy Chastain, Rajamma Krishnamurthy, Patrick Kokoruda, MHA, CCSL Shannon Yeats Fred Kleiman Boris Vishnevsky, MBA, CISSP, DIA #CustomerManagementPractice

A few weeks ago, I spoke on a panel during a #CXOExchange hosted by CMP Exchange Series. This curated audience only included executives in roles focused on enhancing their corporation's customer experience. It was truly refreshing to network with likeminded peers who embody a similar passion for customer-centric strategy development and implementation as well as all of the cutting edge technology in the #cxtechstack. It was an even bigger honor to represent Eaton on this panel that discussed “Building a Longitudinal Customer Journey with Technology: From First Interaction to Lifelong Loyalty.” Thanks Brian Cantor and Andrew Clark for sharing the stage and the conversation. It's such an exciting time to be in the #CX space... especially in the electrical industry that's supporting the exponential growth of #AI in the 4th Industrial Revolution and the global #energytransition! #wemakewhatmatterswork #customerexperience #4IR #growthmindset