Day 1 | Wednesday, July 23
10:00 am - 10:30 am
MDT
Check-In Opens & Coffee
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.
10:30 am - 11:00 am
MDT
Welcome Orientation & Icebreaker
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!
10:45 am - 11:15 am
MDT
The Self-Directed Customer: Changing Customer Expectations & How to Meet Them
Jordan Zivoder -
Quantitative Research Lead, CMP Research,
Customer Management Practice
Consumer and customer preferences are changing around service and demand for self-service experiences is on the rise. In this session, hear key findings from CMP Research's latest inquiry into changing customer expectations and keys to success for self-service in a world where the technology and AI landscape evolves daily.
12:00 pm - 12:30 pm
MDT
Get out of Reactive Mode With Run-Ahead Vision Setting
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.
12:30 pm - 2:00 pm
MDT
1:1 Pre-Scheduled Meetings
Please check your 1:1 personalized itinerary located under "My Meetings" in the mobile app to see what's happening now.
Tracking Customer Interactions: Methods for capturing and analyzing user behavior across digital platforms and physical touchpoints.
Identifying Customer Intent: Understanding the motivations behind actions like website visits, purchases, and service interactions.
Personalization and Segmentation: How behavioral data improves targeting and customization of customer experiences.
Improving CX Strategies: Using behavioral insights to reduce friction, predict needs, and proactively address pain points.
Key Points:
The Role of NLP & Emotional AI: How these technologies work to analyze and interpret customer emotions in real-time.
Sentiment Insights Across Channels: Gauging customer sentiment from reviews, social media, support tickets, and other touchpoints.
Enhancing CX through Emotional Understanding: Using sentiment data to improve customer satisfaction, reduce churn, and refine brand perception.
Real-Time Applications: How businesses can use sentiment analysis to take immediate action in customer service and marketing strategies.
2:00 pm - 2:15 pm
MDT
comfort break
3:30 pm - 4:00 pm
MDT
Silicon Hills Networking Break
4:00 pm - 5:30 pm
MDT
Business Meetings
8:00 am - 8:30 am
MDT
EXPERT FORUM | A PERSONALIZED ROADMAP: LEVERAGING CUSTOMER INSIGHTS FOR GROWTH AND INNOVATION
Maribeth Duggins -
Director, Customer Insights,
McKesson
Jeffrey Carson - Vice President, Journey Analytics, Synchrony Financial
Julie Jackson - Director, Marketing (CRM Loyalty and Analytics), EssilorLuxottica
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 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.
6:15 pm - 7:30 pm
MDT
Lone Star Hoedown Networking Reception
Saddle up for the Lone Star Hoedown, a high-energy networking event packed with live country music, BBQ, dancing, and classic Texas entertainment.
