Day 1 | Wednesday, July 23

Upon arrival, you'll be greeted by our friendly staff at the check-in desk with your personalized welcome packet! Help yourself to some breakfast and coffee available in the general session foyer.

To get us started, we'll provide some helpful guidance to navigate your CCW 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!

Companies are looking to better understand their customers so can serve them more proactively. That's one reason why 68% of companies are increasing investments in customer analytics tools. AI is expanding what analytics tools can do and better UX, ease of use, upgraded visualizations and more are helping analytics and Voice of Customer teams move beyond reactive data, like post-contact surveys. How should you differentiate customer analytics providers and what do marketplace trends suggest about this technology category? Learn more from CMP Research as it unveils its latest Prism for Customer Analytics Tools.

Brian Cantor

Managing Director, Digital
Customer Management Practice

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Discover the value of stepping back from the day-to-day weeds to see the big picture. In this presentation, we will discuss the how we, the UX Principal team at Nordstrom, get ahead of the product lifecycle and align teams to visions of the future. We will share our processes for assessing an opportunity space, performing discovery, and translating that mess of findings into a cohesive vision. We will discuss how we gain buy-in from executives, cross-functional stakeholders, and other UX team members.

Kaitlyn Daleiden

Principal UX: Experience Strategy, Content & Communications
Nordstrom

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Kate Ramsey

Principal UX Designer
Nordstrom

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This dynamic presentation will provide exclusive insight into the factors that influence changes—positive and negative—to consumer behavior throughout 2025 and beyond. Specifics include a next-level analysis of the “confrontational consumer,” a topic introduced in the spring presentations, as well as more in-depth research on early adopters of GenAI technology—including their use cases, preferences, and what all of this means for the future payments landscape. Additionally, the presentations will include an update on consumer confidence trends and insight into pressures consumers face. • Consumer Confidence: Declining trends and economic pressures impacting purchasing behaviors through 2025-2026. • Confrontational Consumer: Emerging consumer segment characterized by more assertive, activism-driven purchasing decisions and brand interactions. • GenAI Adoption: Early technology adopters’ preferences, use cases, and potential transformative impact on consumer engagement and payments landscape.

Michael Nevski

Director of Global Insights
Visa

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Today’s customers expect seamless, personalized experiences—no matter the industry. But meeting that expectation at scale takes more than data. It requires the right strategy, the right tools, and a deep commitment to trust. In this session, leaders from top brands in healthcare, retail, and financial services will share how they’re leveraging CRM platforms, journey analytics, and AI to create smarter, more human client interactions. Learn how they’re driving retention, fueling growth, and delivering experiences that meet customers where they are. What You’ll Learn:

•How to drive personalization with CRM, journey analytics, and AI

• Ways to build high-impact retention strategies across customer segments

• Tips for tailoring omnichannel programs to different markets and touchpoints

• How to embed ethical data practices into personalization efforts

• Turning insights into action to support long-term brand growth

Maribeth Duggins

Director, Customer Insights
McKesson

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Jeffrey Carson

Vice President, Journey Analytics
Synchrony Financial

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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.

Come learn how physical journey mapping, using the MegaMap®, can be a powerful, collaborative tool for understanding, analyzing, and optimizing the customer and employee journey, driving better CX through data-driven insights. This will be a hands-on activity, where you learn how to map your own internal processes to:

• Improve Cross-Functional Collaboration
• Reduce Customer Frustrations
• Streamline Onboarding
• Standardize Workflows & Best Practices
• Optimize Technology & Tooling Usage
• Improve Data Accuracy & Accessibility
• Enhance Internal Team Training & Knowledge
• Increase Customer Self-Service
• Identify the most impactful & strategic places to implement AI
• Reduce Average Handle Time (AHT) & Improve First Contact Resolution (FCR)

AI hype is everywhere—but results are rare. With 90% of AI vendors folding within a year, the real risk isn’t just picking the wrong tool—it’s missing millions in revenue, compliance, and customer retention while you’re stuck evaluating flashy demos.

Join this thinktank as we cut through the noise and reveal how to identify AI solutions that actually move the needle. You'll walk away with battle-tested questions, real-world results, and a vendor assessment framework built by operators—not marketers.

What You’ll Learn:

The Four Questions That Expose Weak Vendors – Ask these to separate genuine contact center AI from smoke and mirrors

Multi-Modal vs. Single LLM Solutions – Why purpose-built AI architectures outperform generic models by up to 30%

The Synovus Success Formula – A real case study: 50% compliance gains and 24% FCR improvement

Your $4.7M Opportunity Calculator – Reveal hidden revenue, churn signals, and compliance risks in unanalyzed conversations

Bulletproof Vendor Evaluation Framework – A proven 25-point checklist to identify solutions that deliver

Saddle up for the Lone Star Hoedown, a high-energy networking event packed with live country music, BBQ, dancing, and classic Texas entertainment.