April 23-25, 2025
Kansas City, MO
Day 3 | April 26
8:00 am - 8:30 am
Breakfast
8:35 am - 8:40 am
Chairperson's Opening Remarks
8:40 am - 9:00 am
CCW DIGITAL SPECIAL REPORT | Generative AI Simplified: First Steps to Achieving Success
Brian Cantor -
Managing Director, Digital,
Customer Management Practice
Leveraging a tool that could seamlessly converse with users, deliver personalized and tailored responses and answer just about any question thrown at it, seemed impressive yet far-fetched. But, as more and more individuals engaged with it, it became clear - this technology would change the game. Driving an impressive impact, generative AI is actually more accessible than CX leaders may think. This report aims to unpack:
- The importance of Generative AI for the contact center
- Key benefits, strategies and frameworks for success
- AI priorities for the year ahead
9:00 am - 9:30 am
Conversation that Counts: Making Real Change in the Workplace with DEI Initiatives
Tanika Scott -
Vice President, Lead DEI Business Execution,
Wells Fargo
Studies have shown that workplace diversity is essential for innovation and financial success. However, many industries, including financial services, still need representation of people of color, particularly in higher positions. Tanika will share practical tips to help you diversify your workforce, foster an inclusive culture, and retain diverse talent.
9:30 am - 10:00 am
Expert Insight | Navigating Transformation: Strategies for Stability and Customer-Centric Innovation
Heather Wood -
Assistant Vice President of Strategic Partnerships,
AmeriCU Credit Union
In the rapidly evolving landscape, stability and innovation intersect at critical junctures. This session illuminates the path toward stabilizing while embracing technological advancements, open financial dialogues, and customer-centricity.
Exploring the core technologies like ML, RPA, and AI, we delve into their pivotal role in fortifying the sector's operational resilience. Moreover, the discussion navigates the essential conversations around open banking, emphasizing the leadership responsibilities of managerial directors in driving customer-centric approaches.
10:00 am - 10:15 am
Comfort Break
10:15 am - 11:15 am
Business Meetings
11:15 am - 11:45 am
Interactive Discussion | Revolutionizing Product Development: A Deep Dive into Driving Customer-Centric Processes
Anna Obikane -
Executive Director of User Experience Research,
J.P. Morgan Chase
Join our interactive roundtable discussion as we delve into the dynamic realm of product development, focusing on the pivotal theme of driving customer-centric processes. This engaging forum aims to explore innovative strategies and best practices for infusing a customer-first approach throughout the entire product development lifecycle. From ideation to launch and beyond, participants will share experiences, insights, and practical tips on how to reshape and optimize product development methodologies. Embrace the opportunity to connect with industry experts, exchange ideas, and learn how to transform your product development practices to better meet the evolving needs and expectations of your customers. Don't miss out on this collaborative session that promises to inspire and elevate your approach to creating customer-centric products.
