Fri, Jan 29 - Executive Exchange

CCW At Home's Executive Exchange day is an invitation-only opportunity exclusively for director-level and above customer contact leaders to benchmark, connect, and solve critical business challenges.

Business Meetings

11:00 am - 11:30 am Business Meetings, Round 1

11:35 am - 12:05 pm Business Meetings, Round 2


12:05 pm - 12:20 pm Virtual Lobby Opens, Welcome Orientation and Opening Remarks

Benchmarking Session

12:20 pm - 12:50 pm How to Approach Recruitment, Onboarding & Culture Building Post Pandemic

Naomi Wheeless - Head of Customer Success, Square

The employment landscape has changed dramatically in the past year, from cutting or adding head count to recruitment and onboarding across a dispersed workforce. Organizational culture remains one of the most important differentiators in the new normal. While there exists a playbook to manage core business issues, the global pandemic has forced us to rethink processes including recruitment, hiring, onboarding, and integrating new and existing team members into a cohesive culture. In this session, learn some of the key lessons learned in 2020 and key takeaways associated with setting a new standards and processes for recruitment, hiring and culture.


Naomi Wheeless

Head of Customer Success

Benchmarking Session

12:50 pm - 1:20 pm The Impact of 2020 on Call Center Operations and a Look Ahead to 2021

A conversation regarding day to day operations and the impact that was seen by many companies and industries. This will be followed by insights and a prediction regarding 2021 in the areas of call center operation, employee recruitment, technology and customer experience.

Business Meetings

1:30 pm - 2:00 pm Business Meetings, Round 3

2:05 pm - 2:35 pm Business Meetings, Round 4

Practitioner-Only Roundtable Discussions

2:50 pm - 3:30 pm Best Practices in Learning, Development, and Quality Assurance Across a Dispersed Workforce
Daron Fowlks - VP Global Customer Experience, StubHub

Daron Fowlks

VP Global Customer Experience

3:45 pm - 4:25 pm Agile Channel Management Strategy for Rapidly Evolving Customer Preferences

2:50 pm - 3:30 pm Strategies in Humanizing AI-Powered, Customer Facing Interactions

3:45 pm - 4:25 pm Managing the Return to In-Office Operations
Natalie Beckerman - EVP, Chief Operating Officer, Fidelity National Home Warranty

Natalie Beckerman

EVP, Chief Operating Officer
Fidelity National Home Warranty