CCW Executive Exchange
DAY 2 | Innovate with Impact
7:30 am - 8:15 am
MDT
Breakfast Workshop | Welcome to Dunder Mifflin: The Agent Onboarding Experience
Outdated training tools are failing modern customer service agents—leaving them underprepared, under-coached, and overwhelmed. In this interactive breakfast workshop, Reddy invites you to step into the shoes of a newly hired agent navigating legacy onboarding and the daily grind of frontline support. Through hands-on simulation, reflection, and role-play, you'll uncover the gaps in traditional enablement and see why it's time to get your LMS truly "Reddy" for your agents.
Key Takeaways:
- Experience firsthand the cracks in conventional onboarding methods
- Identify friction points in your enablement journey through engaging group exercises
- Discover how real-time learning, coaching, and post-call feedback create empowered, high-performing teams
Sponsored by: Reddy
8:15 am - 8:20 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.
8:20 am - 8:50 am
MDT
Headliner | Future-Ready, For The People
Angie Flury -
Chief Call Center Officer,
Morgan & Morgan
At Morgan & Morgan, “For The People” isn’t just a slogan - it’s a strategy. For Angie Flury, that means leading one of the most high-volume, high-emotion call center operations in the country with a relentless focus on culture, care, and performance.
In this candid keynote, Angie shares how she went from AI skeptic to transformation strategist - using technology to enable empathy, not erase it. From AI-powered QA and real-time agent assist to smart transcription tools, every move has been made to empower her 1,100+ agents, reduce friction, and deliver meaningful results.
With every innovation, the mission remains clear: empower people, reduce friction, and build a future-ready organization grounded in trust.
Discussion-Driven Sessions
THINK TANK A
9:00 am - 9:45 am Metrics That Matter: Focus on What Moves the Needle Megan Brown - Director, Global Center of Excellence for Advanced Analytics & Data Science, StarbucksData isn’t the challenge - action is. This session explores how to cut through the noise and use customer intelligence to drive meaningful outcomes. Discover how to segment strategically, validate with testing, and align teams around data that delivers.
- Best practices for segmentation and real-time personalization.
- Build a culture of experimentation with test-and-learn frameworks.
- Align cross-functional teams to unlock measurable impact.
Megan Brown
Director, Global Center of Excellence for Advanced Analytics & Data ScienceStarbucks
THINK TANK B
9:00 am - 9:45 am AI with a Conscience: Designing Human-First Customer Journeys Mansi Mehta - Executive Director, Customer and Content Strategy, Rare Diseases, NovartisAs AI becomes more embedded in customer experiences, the challenge isn't just about what we automate - but how and why. This discussion will explore how to balance efficiency with empathy, embed ethical guardrails from the start, address risks like bias and over-personalization, and design authentic, human-first moments within tech-driven journeys.
Key Discussion Points:
- Striking the right balance between automation and the human touch
- Ethical guardrails and governance
- Identifying and mitigating risks such as bias, hallucinations, and over-personalization
- Designing authentic, meaningful moments within tech-enabled experiences
THINK TANK C
9:00 am - 9:45 am Zero Week to Hero: Redefining Onboarding for Retention and Performance Dee Kohler - Senior Director, Member & Provider Services, Centene CorporationOnboarding isn’t just a checkbox - it’s a catalyst for retention, engagement, and long-term success. Discover how innovative leaders are transforming new hire experiences in a remote-first world with immersive, human-centered strategies that drive early productivity and lasting loyalty.
- Build onboarding experiences that boost confidence and reduce attrition.
- Train for success in a digital world - no manuals, no guesswork.
- Design meaningful employee touchpoints that foster connection and long-term engagement.
9:45 am - 10:15 am
MDT
Networking Break | Splurge or Surge? The Choice is Yours.
Treat yourself. Whether you’re indulging or fueling up for the next session, enjoy options that satisfy every craving—and spark fresh dialogue.
BUSINESS MEETINGS
10:15 am - 11:45 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.
INFORMAL MEET UPS
10:15 am - 11:45 am 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.
MASTERCLASS A
11:45 am - 12:15 pm Don't Lose Customers to Bad AI: How to Blend AI and Human Touch Sara Jew-Lim - VP of Product Management, DialpadHow do you blend AI efficiency with human empathy to build stronger, lasting customer relationships? With the rise of AI, the human element is increasingly a critical differentiator for companies. Join Dialpad to learn how organizations can deliver real-time coaching and context-aware suggestions that empower agents to deliver emotionally resonant, high-value customer interactions.
Sponsored by: Dialpad
MASTERCLASS B
11:45 am - 12:15 pm Riding the AI Wave: No-Regrets Tactics for Turbulent Times John Parkinson - Senior Director, Emerging Technologies, FreeClimbAI is changing business faster than anything we have encountered in recent memory – perhaps ever. With new capabilities and yet to be realized potential emerging every month or so, how do we make the decision to adopt when the state of the art today might be obsolete tomorrow? It’s clear that staying on the sidelines has significant risks but so might jumping in too early or on the wrong trajectory. So, can we identify “no regrets” tactics that will pay off no matter what where AI leads us? What can we do to make short term decisions pay off if we have to change them sooner than planned? And how can we avoid mistakes that can’t be easily corrected?
Sponsored by: FreeClimb
12:15 pm - 1:15 pm
MDT
Networking Lunch | Mediterranean Midday
Take a flavorful journey and connect over bold Mediterranean bites, fresh ingredients, and invigorating conversation.
Powered by: 
Afternoon Think Tanks | Coffee, Cannolis & Connection.
THINK TANK A
1:15 pm - 2:00 pm From FOMO to First Steps: How CX Leaders Are Really Using AI Today Luke McNamara - Sales Director, Trusst AIAI is everywhere - powering virtual agents, predictive analytics, quality assurance, and compliance monitoring. But with all the buzz, many CX and contact center leaders feel stuck in FOMO-mode, unsure where to begin or what’s actually working in the real world.
Hear unfiltered stories from organizations actively using AI in their operations. We’ll unpack what worked, what didn’t, and the hurdles they had to overcome.
Expect:
- Real-world examples: from first experiments to measurable ROI
- Hard-won lessons and what leaders wish they had known before launching
- A candid group discussion to share your own wins, challenges, and questions
Sponsored by: Trusst.ai
THINK TANK B
1:15 pm - 2:00 pm Accelerating CX Transformation with AI David Putlak - Principal WW Specialist - Amazon Connect, AWSJeremy Puent - Principal WW Specialist - Amazon Connect, AWS
Join AWS for an exclusive discussion focused on leveraging AI, and your data, to enhance customer experience (CX) strategies. We'll explore how to implement AI solutions effectively, demonstrate clear ROI, and transform both customer interactions and operational efficiency. The discussion will cover practical approaches to proving business value, data strategies for responsible and reliable AI usage, maintaining enterprise-grade security, and developing proactive customer engagement strategies that create lasting competitive advantages.
Sponsored by: Amazon Web Services (AWS)
THINK TANK C
1:15 pm - 2:00 pm The Next Frontier in CX Intelligence: Turning Every Signal into Action with AI Christopher Bryan - Director of Product Marketing, UnitQCustomer experience teams are sitting on a goldmine of customer signals—from support tickets to app store reviews to social media—but struggle to unify and act on them at scale. Manual processes, siloed tools, and delayed insights create costly blind spots that impact retention and satisfaction.
In this interactive session, we’ll explore how AI is revolutionizing the way CX leaders detect, prioritize, and resolve product quality issues. You’ll learn how unifying feedback data with real-time analysis can dramatically reduce time-to-resolution, prevent escalations, and empower cross-functional teams with the right insights at the right time.
Come ready to share: What’s slowing down your team’s ability to act on feedback today? What does a fully AI-augmented support org look like in your mind?
Sponsored by: unitQ
BUSINESS MEETINGS
2:00 pm - 3:30 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
2:00 pm - 3:30 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.
3:30 pm - 3:45 pm
MDT
Networking Break | Blaze Your Snack Trail
Choose your adventure. Pick from savory or sweet bites designed for on-the-go networking as you explore new perspectives and fresh connections.
MASTERCLASS A
3:45 pm - 4:15 pm Driving CX Transformation with AI: Empowering Employees, Engaging Customers Millicent McIntyre - Senior Director, Buyer Services, IAAJohn Kariotis - RVP, Sales, Five9
Join us for a candid fireside chat as John Kariotis from Five9 sits down with Millie McIntyre, Senior Director of Buyer Services/Consumer Support at IAA (Insurance Auto Auctions), to explore how one of the world’s leading global marketplaces transformed its customer and employee experience with the power of AI.
In this 30-minute session, Five9 and Millie will discuss IAA’s journey from legacy systems and high attrition to a modern, AI-powered contact center. You'll hear how they:
- Reduced agent attrition by 52% by improving the agent experience
- Increased chat and text adoption by 300%
- Balanced automation with human connection to create faster, more personalized CX
- Expect practical insights, honest lessons learned, and a human-first perspective on making AI work, for both customers and the teams who serve them.
Sponsored by: Five9
MASTERCLASS B
3:45 pm - 4:15 pm Voice AI Masterclass: Learn the Basics & Build a Voice Agent Jack Zhang - Head, eService Support & AI Transformation Office, LenovoBob Summers - Chief Executive Officer & Founder, GoodCall
Ian Dangla - AI Product Manager, Goodcall
AI automation is now the top priority for 74% of CX leaders—and Voice AI is emerging as the most impactful channel for AI deployments. In this 30-minute interactive workshop, you'll learn the fundamentals of Agentic Voice AI and build your own functional voice agent—live—trained on your company’s website.
Use this voice agent to demonstrate real-world applications and drive internal adoption.
Key Takeaways:
- Voice AI 101: Learn what Agentic Voice AI is and how it's changing the way businesses automate CX to reduce cost, drive revenue and boost CSAT. Understand how automated QA and Evals play a key role in production.
- Build a Prototype: Create a custom voice agent in real time, customized to your company—no technical background needed. It will understand your company's products and enable a key sales process.
- Drive Internal Buy-In: See how a simple prototype can help teams gain momentum and secure budget for broader AI initiatives. Learn how Lenovo used a prototype to super charge their project internally.
- Leave With a Deliverable: Walk away with a proof-of-concept Voice AI demo you can immediately showcase with stakeholders via an easy to share link.
This is a hands-on workshop: laptops suggested, but not required.
Sponsored by: Goodcall
4:15 pm - 4:30 pm
MDT
Comfort Break
4:30 pm - 5:00 pm
MDT
Fireside Chat | The AI Adoption Paradox: Why Your CX Strategy is Failing - and How to Win
Akash Karnik -
Chief Operations Officer,
1point1
Audrey Steeves - Content Analyst, Customer Management Practice
Despite record-breaking investments in AI, customer frustration is still at an all-time high. Bots promise seamless service but deliver deflection failures. Leaders are told to “buy the platform” and watch the magic happen - yet the magic never comes. Why? Because we’re designing for the technology instead of the psychology of the customer.
In this high-impact fireside chat, Akash will dismantle the “turnkey AI” myth and reveal a new philosophy for CX success, built on three pillars: anticipating needs before they’re voiced, embedding your brand’s DNA into every interaction, and treating AI as a guided service—not a stand-alone product. You’ll see real-world examples of how predictive, brand-aligned AI can create experiences so intuitive customers never feel the need to escalate.
You’ll learn how to:
- Identify and fix the hidden disconnect between AI capability and customer adoption.
- Shift from a UI-focused build to a truly customer-first UX.
- Embed empathy, trust, and brand identity directly into your AI’s language and behavior.
- Design AI journeys that maximize resolution rates while minimizing friction.
Sponsored by: One Point One Solutions
5:00 pm - 5:30 pm
MDT
Panel | AI at Work: Grounded Strategies, Real Business Results
Jack Zhang -
Head, eService Support & AI Transformation Office,
Lenovo
Inna Larson - Vice President, Technology, Coopers Hawk Winery & Restaurants
Brian Cantor - Principal Analyst & CCW Digital Director, Customer Management Practice
As AI dominates the headlines, the real work happens behind the scenes-testing, scaling, and iterating. This session brings together leaders who are cutting through the noise and anchoring AI strategy in operational priorities. Learn how they’re aligning tools to outcomes, driving adoption across teams, and avoiding the “shiny object” trap.
Talking Points:
- How to tie AI initiatives to actual business outcomes (not vanity metrics)
- Building the right internal team and governance model
- Avoiding tech-for-tech’s-sake: keeping a sharp eye on value
- Developing realistic timelines for impact
- Supporting human potential, not sidelining it
5:30 pm - 5:30 pm
MDT
Engage to Win: Prize Raffle Giveaway!
Nicoletta Karpathios -
Deputy Divisional Director, CMP Exchange,
Customer Management Practice
Your engagement pays off - literally. Join us as we recognize a winner and hand out exciting prizes to wrap the day on a high note.
6:00 pm - 8:00 pm
MDT
Offsite Reception @ Budweiser Brickhouse Tavern | Game On, Wind Down
Wrap up Day 2 with a lively night out at Brickhouse Tavern, located right next to the iconic Wrigley Field. This offsite reception brings together great food, cold drinks, and unbeatable rooftop vibes for the perfect mix of networking and unwinding.
Sponsored by: ASAPP
