CCW Executive Exchange
DAY 1 | Navigate with Clarity
9:00 am - 9:30 am
MDT
Check-In Opens & Refreshments
Start strong. Grab your badge, settle in, and enjoy fresh coffee and a light breakfast while connecting with fellow leaders as the Exchange kicks off.
9:30 am - 9:50 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 Executive 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!
9:50 am - 10:20 am
MDT
CMP Research Briefing | The Chatbot Reboot: Smarter Self-Service Starts Here
Mark Killick -
Senior Vice President, Experiential Operations,
Shipt
Jordan Zivoder - Quantitative Research Lead, CMP Research, Customer Management Practice
To kick things off, we’re relaunching our Chatbot & Virtual Agent Prism, originally unveiled at CCW Las Vegas!
Customer demand for digital and self-service is growing—but customer satisfaction in these channels continues to lag, limiting adoption. Generative and agentic chatbots offer new promise for improving automated chat experiences, but with a crowded vendor landscape, how do you choose the right solution?
In this session, CMP Research will reveal the results of its latest Prism Analysis—a fit-for-purpose technology assessment framework designed for CX and customer contact leaders. You’ll walk away with key takeaways from market trends, analyst evaluations, and user feedback—giving you a clear view of how leading chatbot and virtual agent providers compare.
Then, Mark Killick, CMP Advisory Board Member and SVP of Experiential Operations at Shipt, joins us to unpack what real self-service optimization looks like at scale - from automation strategy to business impact.
10:20 am - 10:50 am
MDT
Panel | From Resistance to Resilience: Change Management Strategies that Stick
Organizational transformation doesn’t fail because of poor strategy - it fails because people resist the change. In this session, senior leaders share how they’ve led teams through complex transitions involving new technologies, operating models, and customer engagement strategies. The focus: turning resistance into momentum, and vision into sustained impact.
Learn how to:
- Align cross-functional stakeholders around a shared transformation roadmap
- Build trust and clarity in the face of system and process overhauls
- Translate vision into action through structured communication and enablement
- Move from one-off training to embedded, scalable adoption strategies
Discussion-Driven Sessions
THINK TANK A
11:00 am - 11:45 am Rethink Outsourcing: Strategy, Scale & BPO Partnerships in the Age of Automation Andrew McIllmurray - Global Head of Support Operations Strategy and Governance, Uber TechnologiesOutsourcing is no longer just about cost - it’s a strategic lever for agility, efficiency, and long-term growth. This interactive discussion explores how global organizations are evolving their outsourcing strategies to align with automation, AI, and changing customer expectations. Learn how to build scalable, value-driven partnerships that drive impact across the enterprise.
Key Discussion Points:
- How to future-proof BPO partnerships amid rising automation
- Strategies for scaling global operations with fewer, more strategic partners
- Aligning short-term decisions with long-term outsourcing goals
Andrew McIllmurray
Global Head of Support Operations Strategy and GovernanceUber Technologies
THINK TANK B
11:00 am - 11:45 am Design for Clarity: Empowering Self-Directed Customer Journeys Anna Obikane - Executive Director of User Experience Research, J.P. Morgan ChaseToday’s customers expect to navigate experiences on their own terms - across channels, at their own pace, and with minimal friction. This session explores how prioritizing self-directed journeys can unlock deeper customer insights, improve channel alignment, and ultimately deliver digital experiences that feel intuitive, human, and trustworthy.
Key Discussion Points:
- Connecting behavioral insights across self-service and assisted channels
- Designing for clarity, not complexity
- Balancing autonomy with moments of guided support
- Building trust through transparency and empathetic design
THINK TANK C
11:00 am - 11:45 am From Value to Loyalty: Rethinking Customer & Associate Experience as One Journey Zach Greco - Senior Director, Customer Experience, Floor & DecorToday’s leading brands are moving beyond siloed strategies - your customer experience, associate experience, and brand identity are no longer separate conversations. In this think tank, Zach Greco will lead a discussion on building unified loyalty across audiences, why DE&I commitments and culture cannot be “paused,” and how to lead your team through change while maintaining trust, performance, and purpose.
11:45 am - 12:30 pm
MDT
Welcome Lunch | Let’s Dish
A casual, welcoming space to eat, connect, and start dishing on the big ideas shaping CX, digital, and operational strategy.
12:30 pm - 2:00 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.
2:00 pm - 2:30 pm
MDT
Networking Break | When I Dip, You Dip, We Dip
Snack, sip, and recharge. Whether you're team sweet or salty, take a break with crave-worthy dips, quick bites, and great conversations.
2:30 pm - 3:00 pm
MDT
Quickfire Spotlight | 3 Stories, 30 Minutes, Real Results
Brian Cantor -
Managing Director, Digital,
Customer Management Practice
In this fast-paced, TED-style session, three solution providers each take the stage for a focused 8–10 minute talk.
Each spotlight highlights a real customer experience challenge - and the solution that made a measurable impact. Clear, concise, and results-driven.
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.
5:00 pm - 5:15 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!
4:30 pm - 5:00 pm
MDT
Panel | More Than Machines: Elevate CX with AI and Empathy
Erik Abel -
Vice President, Clinical Strategy & Innovation, Caption Care Ultrasound Digital,
GE Healthcare
Jackie Counts - Vice President, Field Operations, Optimum
Jim Economou - Vice President, Patient Access Contact Centers, Endeavor Health
Winning CX today requires more than tech - it demands a seamless blend of AI innovation and genuine human empathy. This panel explores real-world insights on empowering teams, using predictive intelligence effectively, and creating connected customer journeys that feel effortless and authentic.
- Humanizing automation: Using AI to enhance—not replace—the human connection
- Empowering the front line: Intuitive tools and real-time insights for better outcomes
- Practical innovation: Cutting through tech hype to deliver real customer value
- Breaking silos: Aligning data and strategy for frictionless CX
Erik Abel
Vice President, Clinical Strategy & Innovation, Caption Care Ultrasound DigitalGE Healthcare
Evening Think Tanks | Sip, Savor, Strategize.
THINK TANK A
5:15 pm - 6:00 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
5:15 pm - 6:00 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.
THINK TANK C
5:15 pm - 6:00 pm Inside the Black Box: Fix Fragmented Systems Before They Fail CXEvery CX leader is investing in digital tools - but when systems don’t talk to each other, customer experience suffers. In this session, we’ll unpack the hidden cost of disconnected tech stacks, siloed data, and duct-taped workflows - and explore how leading organizations are eliminating friction at the source.
- Identify where fragmentation is quietly damaging CX and operational performance
- Learn how to prioritize integrations that unlock speed, accuracy, and efficiency
- Discover how leading brands are building cohesion across platforms, teams, and data flows
6:00 pm - 8:00 pm
MDT
Offsite Reception @ Avli on the Park
Unwind and connect with fellow attendees at our exclusive offsite reception at Avli on the Park, a modern Greek dining experience in the heart of Chicago. Enjoy an evening of elevated bites, refreshing cocktails, and meaningful conversations in a vibrant, upscale setting.
Whether you're continuing a conversation from earlier in the day or forging new connections, this is the perfect atmosphere to relax, recharge, and expand your network.
