The CCWomen Breakfast is a dedicated place for women, men, allies, and breakfast lovers at the CCW Exchange to connect with others in the customer contact community to share stories, ask questions, and make valuable connections. Join us over a delicious breakfast as we hear from expert women leaders in the field and network and connect with one another. Participants will take away valuable and actionable advice on how to exist loudly during this fireside chat.

Fireside Chat | Empowering Women in Customer Contact: How to Leverage the Strength of a Diverse Workforce

Join Becky as she delves into the intricate world of gender communication differences within customer contact. Becky shares her profound insights on the impact of these disparities on workplace dynamics and our daily lives as women in business. 

Through an exploration of diverse communication styles and behaviors, Becky will shed light on the pivotal role of understanding gender and generational diversity in fostering a more inclusive and productive workplace environment. Discover effective strategies for enhancing communication and harnessing the strengths of a diverse workforce, paving the way for collaborative success and empowerment of women in customer contact. 

Sandy Ko

Founder & Principal
CCWomen

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Becky Mills

Senior Vice President, Marketing and Customer Experience
Heartland Bank & Trust

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In a world of ever-increasing data, seemingly infinite tech options, rapid AI advances, and constant change, how do we elevate the Customer Experience and stay focused on what matters? Drawing from a successful 29-year career in IT across multiple verticals, Dora Boussias offers invaluable insights to unlock the full potential of your data, tech, and AI investments. By combining proven strategies with real-world experiences and lessons learned along the way, this session will guide you to transform your initiatives into the cornerstone of an exceptional customer experience strategy. Prepare to embark on a journey towards CX gold.

Dora Boussias

Senior Director, Data Strategy & Architecture
Stryker

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In today's market, businesses must differentiate themselves from competitors through a strong brand identity and purpose-driven values. Companies that successfully leverage purpose and authenticity as a value proposition gain a competitive advantage and establish long-term customer loyalty. This session will explore how businesses can utilize non-financial goals and holistic sustainability as key components of a purpose-driven brand.

Matthew Mohr

Director, Customer Experience
Eaton

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Everyone talks about being a customer centric organization, but few can pull it off. It takes more than a great concept and hard work to truly build a customer centric enterprise. In this session we will talk about strategies for success and the signs of impending failures (and how to avoid them).

Key Take-Aways: 

Examples, stories and insights that you can use to learn from and build around for your own strategic influence roadmap. 

Techniques and methods needed to create a sphere of customer centric influence 

Ways to paint the picture of information and influence in your organization and how to leverage relationships to successfully sell the CX initiatives 

Failures, pitfalls and recovery…what watch out for and what to do when you inevitably run into a failure

Craig Antonucci

Chief Experience Officer
Autocar Trucks

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