Day 3 | Friday, September 26
7:30 am - 7:55 am
Sunny Side Up Breakfast
7:55 am - 8:00 am
Chairperson’s Opening Remarks
8:00 am - 8:45 am
CCWomen Breakfast Workshop | Women Leading Healthcare: Lessons in Influence, Equity, & Growth
Rachel Papka -
Chief Innovation Officer,
SDMI
Faithe Toomy - Director, Voice of the Customer & Insights, Insulet Corporation
Sandy Ko Fonseca - Founder and Principal, CCWomen, Customer Management Practice
This isn’t just a conversation about women in healthcare leadership–it’s a reflection on purpose, resilience, and the power of redefining what leadership truly looks like.
Join a powerful exchange with women who are not only shaping the future of healthcare operations, experience, and access, but doing so with heart, clarity, and an unwavering commitment to equity. From transforming patient journeys to mentoring the next generation, these leaders are showing us what it means to lead from both the head and the heart.
Together, we'll explore how they navigate complex systems, challenge the status quo, and stay grounded in purpose amidst pressure. Expect a candid dialogue about identity, influence, and how we build more human-centered systems.
If you’ve ever asked yourself how to lead with more intention, how to find your voice in the room, or how to open the door for others once you're there–this conversation is for you.
8:45 am - 9:15 am
Keynote | 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!
9:15 am - 9:45 am
Networking Break + Book Signing | 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 The 10-Second Customer Journey - The CXO's Playbook immediately following his keynote. Don’t miss this chance to connect, grab a signed copy, and keep the inspiration going!
9:45 am - 10:45 am
Business Meetings
10:45 am - 11:00 am
Comfort Break
11:00 am - 12:35 pm
Deep Dive Discussion with CCW Digital | The AI Transformation: Are We Ignoring The Customer?
Brooke Lynch -
Divisional Director of Digital,
Customer Management Practice
Conversation about the AI transformation is unavoidable, and it is not just empty rhetoric. Nearly 99% of CX leaders say they are maintaining or increasing investment levels in 2025. But as our community relentlessly discusses the promise of AI, is it neglecting the most important voice – that of the customer? New research says yes, with a large number of customers expressing significant concern about what AI means for the future of brand interactions.
What are these concerns? More importantly, how can we successfully mitigate those issues and pursue AI in a way that will improve efficiency and customer centricity? As we conclude the CXO Exchange, join this interactive, research-driven session that will provide the answers.
Topics include:
- What customers want: the surprising (and not-so-surprising) findings from our consumer preferences survey
- AI scorecard: what is and is not working about customer-facing AI
- Bot vs. agent: how can you balance the two in a customer-centric way
- Risk revision: the concerns that truly matter as you design your CX AI strategy
- AI fails: examples of AI that went wrong (and what brands could have done instead)
