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 - 9:45 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!
9:45 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!
This agnostic analysis provides CX leaders with a clear, fit-for-purpose framework to evaluate chatbot vendors based on product capabilities, market alignment, and real user feedback.
Then, two executive leaders who’ve advanced self-service at scale—Mark Killick of Shipt and Aaron Davis of Wells Fargo—join us to explore what real optimization looks like in action. From automation strategy to measurable impact, this conversation will cut through the hype and get real about what’s working, what’s next, and how to get there.
10:20 am - 10:50 am
MDT
Panel | From Resistance to Resilience: Change Management Strategies that Stick
Rasheeda James -
Vice President, Client Services,
Americor
Brent Nelson - Vice President of the Virtual Communication Center, Wellby Financial
Darnell Brooks - Director, Operations Process and Strategy, The Home Depot
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 Agent Assist in Action: What’s Working, What’s Next Vee Vu McKean - Chief of Staff, Customer Care & Experience, Ally FinancialMatthew Partrick - Senior Director, Analytics, Ally Financial
Agent Assist tools are gaining momentum - but implementation comes with questions. From intelligent routing to predictive insights, how are organizations rolling out new capabilities, measuring success, and preparing their teams for change?
This think tank explores how to take the first step with confidence-and how to plan for what’s next. With new use cases launching in 2025, Ally Financial will share how they’re rethinking business planning, workforce readiness, and value measurement to ensure long-term impact.
Discussion Points:
- What use cases are driving the most value?
- How are teams preparing agents for new tools?
- What metrics best tell the story of success?
- How do you prioritize AI business cases with confidence?
THINK TANK B
11:00 am - 11:45 am Leadership by Design: Empowering Teams Through Creative Thinking Anna Obikane - Executive Director of User Experience Research, J.P. Morgan ChaseToday’s most effective leaders don’t just manage - they inspire, empower, and model the values they want to see in their teams. This session invites leaders to explore how creative metaphors, storytelling, and user-centered philosophies can be powerful tools for driving engagement, performance, and purpose across teams.
Discussion Points:
- Translating design values into leadership behaviors
- Empowering teams through creative thinking and metaphor
- Cultivating clarity, curiosity, and care in high-performance environments
- Leading with empathy, not ego
THINK TANK C
11:00 am - 11:45 am From Value to Loyalty: Rethinking Customer & Associate Experience as One Journey Zach Greco - Sr. 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.
Key Discussion Points:
- How to design customer and associate experiences that reinforce one another and drive shared brand loyalty
- Strategies for sustaining culture, DE&I commitments, and engagement through periods of organizational change
- The role of transparency and trust in leading high-performing teams while evolving experience strategy
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.
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BUSINESS MEETINGS
12:30 pm - 2:00 pm Refer to Your ItineraryPlease check your 1:1 personalized itinerary located under "My Meetings" in the mobile app to see what's happening now.
INFORMAL MEET UPS
12:30 pm - 2:00 pm Table TopicsNot in a meeting? Join fellow senior leaders for candid, peer-driven conversations around the top challenges you told us matter most. These informal discussions are your chance to connect, share insights, and dive into what’s top of mind - no agenda, just real talk.
2:00 pm - 2:30 pm
MDT
Quickfire Spotlight | 3 Stories, 30 Minutes, Real Results
Brian Cantor -
Principal Analyst & CCW Digital Director,
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.
Sponsored by: Liveops
Sponsored by: Wrold Wide Technology
2:30 pm - 3:00 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.
BUSINESS MEETINGS
3:00 pm - 4:30 pm Refer to Your ItineraryPlease check your 1:1 personalized itinerary located under "My Meetings" in the mobile app to see what's happening now.
INFORMAL MEET UPS
3:00 pm - 4:30 pm Table TopicsNot in a meeting? Join fellow senior leaders for candid, peer-driven conversations around the top challenges you told us matter most. These informal discussions are your chance to connect, share insights, and dive into what’s top of mind - no agenda, just real talk.
4:30 pm - 5:00 pm
MDT
Panel | More Than Machines: Elevate CX with AI and Empathy
Jim Economou -
Vice President, Patient Access Contact Centers,
Endeavor Health
Erin Nielsen - VP Customer Strategy, RPM Living
Nate Erisman - Director, Customer Support, Scout Motors
Melissa Johnson - EVP, Global Workforce, Support Services Group
Audrey Steeves - Content Analyst, Customer Management Practice
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
Sponsored by: Support Services Group (SSG)
5:00 pm - 5:15 pm
MDT
Uncork & Unwind 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
5:15 pm - 6:00 pm See It, Solve It: How GE Appliances Built a Culture of Accountability with Indisputable Visual EvidenceMost organizations rely on KPIs to measure performance - but what if the metrics you’re tracking don’t tell the whole truth? In this interactive session, GE Appliances reveals how introducing AI powered screen recording completely transformed their CX operations.
You’ll hear how they went from blind performance assumptions to a clear picture of what was really happening - and how that visibility allowed them to resolve hidden team and process issues, reduce time spent managing under-performers, and empower HR with indisputable data.
Key Takeaways:
- Why traditional metrics can be misleading and can’t always capture the real problems, or the best people
- How visibility deters misconduct, eliminates plausible deniability, and builds a culture of accountability
- What really happened when GE introduced AI powered screen recording, and why agent backlash never came
Sponsored by: Daily Stream
THINK TANK B
5:15 pm - 6:00 pm CX 3.0: Smarter AI, Smarter Agents, A Strategic PairingExceptional customer support is a balancing act: it requires the precision and speed of AI, along with the emotional intelligence and creativity of human agents. In this conversation, we’ll discuss how to integrate AI’s quick information retrieval and predictive power into a seamless operation where agents provide empathy, understanding, and personalized solutions.
Attendees will walk away with actionable steps to elevate CX by uniting human-centric support with AI’s back-end capabilities.
Action Items:
- Implement AI-Driven FAQs and Scripts: Offload routine questions to AI-generated responses so agents can focus on complex or high-emotion interactions.
- Design Agent-AI Collaboration Playbooks: Outline best practices for when agents should rely on AI input and when they should engage with personal expertise and empathy.
- Provide Real-Time Alert Systems: Use AI to detect sentiment shifts or elevated stress levels, prompting agents to step in with customized care.
- Evaluate Success Through Human Feedback: Gather agent input on AI performance to refine workflows and ensure technology remains a supportive partner and not a hurdle.
Sponsored by: IA Solutions
THINK TANK C
5:15 pm - 6:00 pm Humans or AI? You're Asking the Wrong QuestionContact centers are at a turning point. The question isn’t whether AI belongs, it’s how far it can go. In this interactive Think Tank, we’ll explore what it really looks like when AI becomes the first line of response, resolving the majority of interactions while human agents focus on the moments that matter most.
You’ll hear how one leading brand is shifting toward a largely autonomous contact center, cutting seasonal hiring, reducing burnout, and improving CX in the process. We'll unpack the operational and cultural shifts required to make AI a core part of the team, not just a side project.
Come ready to challenge assumptions, share what’s working (and what isn’t), and rethink the roles humans and AI will play in tomorrow’s contact center.
Sponsored by: Replicant
6:00 pm - 8:00 pm
MDT
Opa! A Greek Escape @ Avli on the Park | Offsite Networking Reception
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 end the day on a high note!
