CCW Executive Exchange
DAY 3 | Elevate Leadership
8:00 am - 8:45 am
MDT
CCWomen Panel over Breakfast | Stronger Together: How Women Lead, Overcome, and Lift Each Other in Customer Contact
Amy Finley -
SVP, Provider Services,
PatientPoint
Millicent McIntyre - Senior Director, Buyer Services, IAA
Sandy Ko Fonseca - Founder and Principal, CCWomen, Customer Management Practice
In a world where professional challenges are inevitable, how women support, mentor, and empower one another can make all the difference. Join an inspiring conversation with female leaders who are reshaping the narrative around mentorship, resilience, and collaboration. From embracing vulnerability to standing firm in the face of adversity, our speakers will explore how leaning on collective wisdom, amplifying each other's successes, and navigating difficult situations without ego strengthens not just individual careers but the entire business ecosystem. Discover how building a true community of women in business, one rooted in respect, resilience, and real connection, is critical to thriving in today's workplace and beyond.
When women support women, incredible things happen.
Learn how to navigate adversity, build powerful networks, and lead with authenticity in this powerful CCWomen session.
8:45 am - 8:50 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.
9:15 am - 9:45 am
MDT
Networking Break + Book Signing with Todd Unger! | Twists & Treats
One last sweet (and salty) send-off! Fuel up with fun snacks and final conversations before heading into the home stretch—plus, stick around for a special book signing with Todd Unger, Chief Experience Officer at the American Medical Association.
Todd will be signing copies of Ten Minutes to Win: The CXO Playbook immediately following his keynote. Don’t miss this chance to connect, grab a signed copy, and keep the inspiration going!
8:45 am - 9:15 am
MDT
Lessons from the CXO Seat: Accelerate Growth Through Experience, Brand & Bold Decisions
Todd Unger -
Chief Experience Officer,
American Medical Association
In this candid and energizing keynote, Todd Unger, Chief Experience Officer at the American Medical Association—pulls back the curtain on what it really takes to lead experience at scale. Drawing from his latest book and over a decade at the intersection of marketing, CX, and digital transformation, Todd will share the 10 biggest lessons learned in building an award-winning CX practice that drives results.
From eliminating friction and aligning CX with marketing, to harnessing AI to accelerate the “10-second customer journey,” this session will leave leaders rethinking how they show up—for their customers, teams, and organizations.
Key Takeaways:
- Redefining the CXO role as a growth architect
- Creating alignment across CX, marketing, product, and tech
- Using AI to cut friction, not connection
- Building a culture of customer-centric decision-making
Bonus: Stick around for a special book signing with Todd immediately following the session!
Business Meetings
9:45 am - 10:45 am Business MeetingsPlease check your 1:1 personalized itinerary located under "My Meetings" in the mobile app to see what's happening now.
Table Topics
9:45 am - 10:45 am Workshop | Scale What Matters: Embedding Customer-Centricity Across the EnterpriseCreating great customer experiences isn’t just a frontline responsibility—it’s an enterprise-wide commitment. This workshop equips leaders with actionable frameworks to align departments, streamline execution, and scale CX strategies that put the customer at the center of every touchpoint. Learn how to drive consistency, collaboration, and customer-first thinking at every level of your organization.
- Operationalize customer-first principles across teams and functions.
- Break down silos and foster cross-departmental ownership of CX.
- Lead with alignment to deliver consistent, scalable, and seamless experiences.
11:00 am - 11:45 am
MDT
Deep Dive with CCW Digital | Have We Been Ignoring Our Customers? New Research On What People Actually Want In The Age of Hyper-Personalization
Nearly 94% of contact centers are maintaining or increasing AI investments—but are we losing sight of what customers actually want?
New CCW Digital research reveals growing dissatisfaction with long wait times, clunky journeys, and underwhelming digital experiences. This session unpacks what’s really driving frustration—and what customers expect from AI, personalization, and human support in 2025.
Featuring exclusive data insights from CCW Digital and real-world insights on what needs to change.
