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.
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.
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.
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
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.
In today’s competitive landscape, hyper-personalization is the key to delivering exceptional customer experiences. By using advanced analytics and AI-driven recommendation engines, businesses can tailor products, services, and communications to the unique preferences and behaviors of each individual. This session will explore how hyper-personalization is reshaping customer journeys, driving engagement, and fostering long-term loyalty.
As AI and analytics continue to shape customer experiences, there is increasing focus on ensuring that these technologies are used responsibly. This session will explore the ethical considerations surrounding AI models, such as fairness, transparency, and bias mitigation. Learn how businesses can align their analytics strategies with ethical standards and societal expectations, fostering trust and delivering a more equitable customer experience.
Saddle up for the Lone Star Hoedown, a high-energy networking event packed with live country music, BBQ, dancing, and classic Texas entertainment.