Upon arrival, you'll be greeted by our friendly staff at the check-in desk with your personalized welcome packet! Help yourself to some breakfast and coffee available in the general session foyer.

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!

Nicoletta Karpathios

Deputy Divisional Director, CMP Exchange
Customer Management Practice

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Consumer and customer preferences are changing around service and demand for self-service experiences is on the rise. In this session, hear key findings from CMP Research's latest inquiry into changing customer expectations and keys to success for self-service in a world where the technology and AI landscape evolves daily.

Jordan Zivoder

Quantitative Research Lead, CMP Research
Customer Management Practice

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Imagine a future where AI seamlessly enhances both agent assistance and client interactions within contact centers. However, amidst this technological revolution, critical questions arise: How do we navigate the complex regulatory landscape? How do we ensure that AI aligns with and exceeds customer expectations?

• Explore the evolving landscape of contact center operations, particularly the deployment of AI in both agent and client interactions
• Gain insights into the regulatory challenges and considerations surrounding AI deployment, including disclosure requirements and client opt-out options
• Understand the strategic implications of technology choices and their impact on contact center operations and efficiency

Join us as we dive deep into these pressing issues, uncovering actionable strategies to survive and thrive in the rapidly evolving contact center landscape.

Geoffrey Burbridge

EVP, Head of Truist Care Centers
Truist

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Natalie Beckerman

Global Head, Customer Support Operations
IHG Hotels and Resorts

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Please check your 1:1 personalized itinerary located under "My Meetings" in the mobile app to see what's happening now.

Get the chance to sit and chat with our industry leaders helping shape the program! We'll assign seating to optimize your networking experience.

Re-charge and power up your networking game! Take some time to relax while enjoying brain-boosting snacks designed to energize and inspire.

In today's rapidly changing landscape, maximizing support efficiency requires harmonizing human agents and AI technologies. How can organizations effectively leverage these tools to enhance customer experiences while optimizing operational processes? This dynamic discussion will explore optimizing support efficiency through innovative strategies, blending human expertise with AI solutions. Additionally, we will delve into the intricacies of value creation amidst digital transformation initiatives, examining the pivotal role of Project Management Offices (PMOs) in spearheading and communicating value. Join us as we address the inherent challenges in articulating and quantifying value propositions while exploring new approaches for driving operational excellence and delivering exceptional service in the digital age.

Key Takeaways:

• Understand the challenges and successes of repurposing resources and driving cultural change to embrace digital transformation initiatives
• Explore actionable approaches for enhancing agent performance and productivity in an AI-enabled environment
• Discover best practices for collaborating with BPO partners and optimizing global workforce operations to meet evolving customer expectations

Shannon Yeats

Vice President, Client Success, Contact Center
Entertainment Partners

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Richa Diwan

Senior Director, Value Office
Walgreens Boots Alliance

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In an era marked by technological disruption and shifting consumer expectations, professionals across various industries face the pressing need to revamp traditional contact center operations. How can organizations effectively harness AI and cultivate a culture of innovation to reshape contact center operations and meet the evolving needs of today's guests?

Join us as we delve into IHG Hotels' transformative journey, uncovering actionable insights and strategies for driving consumer-centric transformation in the hospitality industry.

Key Takeaways:

• Gain insights into the foundational shifts in mindset, culture, and leadership that are essential for driving meaningful transformation
• Explore strategies for incorporating automation, personalization, and digital technologies to align with evolving customer preferences
• Learn actionable strategies for navigating the journey toward consumer-centricity and operational excellence

Kim Smith

Vice President, Reservations and Customer Care
IHG Hotels and Resorts

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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 roundtable groups!

Indulge in an unforgettable evening of Southern charm and vibrant melodies with the New Orleans original, Dixieland Jazz. Savor delicious Southern cuisine while being serenaded by the soulful sounds, creating the perfect atmosphere for conversations and enjoyment.