Day 1 | Wednesday
Program Begins! Kick Off Panel & Orientation
9:30 am - 10:00 am
Check-In Opens & Breakfast
Welcome to the CCW Executive Exchange! Start your day by checking in and enjoying a delicious breakfast. Take this opportunity to connect with fellow attendees in a relaxed and welcoming atmosphere.
10:00 am - 10:10 am
Welcome Remarks & Icebreaker
Kick off the event with an energizing session featuring opening remarks from our hosts, followed by a fun and engaging icebreaker to set the tone for meaningful connections and discussions.
10:30 am - 11:00 am
Opening Panel | Industry Shifts: Tackling AI, Talent, and Compliance Challenges
Ready to tackle the biggest issues shaking up our industry? To kick off the event, we'll dive right into the challenges that are keeping everyone on their toes:
- AI Integration Roadblocks: What’s really holding back AI from reaching its full potential? We’ll break down the common hurdles—system compatibility, data quality, and scalability—and how to overcome them.
- Upskilling & Retaining Talent: As tech evolves, so must your team. Learn proven strategies for keeping your workforce skilled, motivated, and ready for the future.
- Compliance Headaches: With regulations tightening, how do you stay compliant without stalling innovation? Discover ways to build flexible systems that keep pace with change.
11:00 am - 12:30 pm
Business Meetings
Participate in pre-scheduled one-on-one meetings designed to align with your specific goals. Connect with industry leaders and solution providers to explore tailored strategies, innovative solutions, and impactful partnerships.
Please check your 1:1 personalized itinerary located under "My Meetings" in the mobile app to see which meeting is scheduled for you during this time.
12:30 pm - 1:30 pm
Taste of Austin | Welcome Lunch
Kick off the event with a taste of Austin’s signature cuisines! Grab a plate, find a seat, and get the conversation rolling as we set the stage for a dynamic event ahead.
Leadership Labs
Group A
1:30 pm - 2:15 pm Cutting Costs, Not Corners: Strategies for Efficient Customer Support Daniel Haden - Vice President, Global GTM Strategy & Enablement, DocusignIn today’s competitive landscape, reducing costs while maintaining high levels of customer service is not just a goal—it's a necessity. This roundtable discussion is designed for senior leaders who are on the front lines of balancing budget constraints with the demand for exceptional customer support. Join your peers from top enterprise organizations to explore innovative and actionable strategies that drive cost efficiency without compromising on quality.
Group B
1:30 pm - 2:15 pm BPO 2.0: Building Better BPO Partnerships Fred Kleiman - Vice President, Customer Service, Direct to Consumer, The Tennis ChannelBPO partnerships can be game-changers, but only when approached with the right strategy. In this roundtable, we’ll discuss what makes these partnerships truly successful, focusing on the key attributes that leaders seek in their partners. The conversation will explore how to align goals, avoid common pitfalls, and ensure that both sides are positioned for long-term success. Participants will share real-world experiences and best practices, creating a valuable dialogue around optimization. Whether you’re looking to strengthen an existing BPO relationship or start a new one, this session will provide fresh insights on what works—and what doesn’t.
Afternoon Sessions
2:15 pm - 3:45 pm
Business Meetings
Participate in pre-scheduled one-on-one meetings designed to align with your specific goals. Connect with industry leaders and solution providers to explore tailored strategies, innovative solutions, and impactful partnerships.
Please check your 1:1 personalized itinerary located under "My Meetings" in the mobile app to see which meeting is scheduled for you during this time.
3:45 pm - 4:15 pm
Hill Country Harmony | Networking Break
Relax and recharge in a space inspired by the charm and serenity of the Hill Country. Take some time to connect with fellow attendees and enjoy meaningful conversations.
4:15 pm - 4:35 pm
Keynote | The Power of Three: Process, Technology, and People for Holistic Transformation
Libba Saptisky -
Senior Vice President, Customer Care,
Tandem Diabetes
Achieving successful digital transformation in customer contact goes beyond technology—it requires a seamless integration of process, technology, and people. This session will explore how companies can revolutionize their operations by transforming processes, embracing innovative technologies, and empowering teams to deliver exceptional, customer-centric service. Attendees will gain actionable insights on how to align these three critical pillars to drive scalability, enhance efficiency, and sustain growth. The discussion will also address the complexities of change management and strategies for fostering employee engagement in today’s rapidly evolving landscape.
4:35 pm - 4:55 pm
Keynote | From Legacy to Leading Edge: Unilever’s Data-Driven Transformation
Arun Nandi -
Head of Data & Analytics,
Unilever
In a complex, multi-brand ecosystem like Unilever, leveraging data and AI to drive real value is both a challenge and an opportunity. Join the Head of Data & Analytics at Unilever as he shares the transformative journey of embedding generative AI, machine learning, and robust data strategy into a 100-year-old organization, ultimately unlocking operational excellence and enhancing the customer journey across Unilever's vast portfolio.
This keynote will take attendees through the journey of navigating a centralized data strategy across varied business units, including customer service, supply chain, marketing, and sales, focusing on practical approaches to ROI generation in AI and machine learning initiatives. Attendees will learn how Unilever has built a sophisticated architecture that marries legacy systems with advanced data engineering, multimodal foundation models, and cognitive analytics tools—showcasing real-world use cases and best practices.
4:55 pm - 5:15 pm
Keynote | Above & Beyond: Strive for Excellence in Service Modernization
James Ashworth -
Vice President, Customer CARE,
Southwest Airlines
Southwest Airlines is leading the way in redefining customer care by streamlining technology, empowering employees, and balancing innovation with execution. This keynote will explore Southwest’s Service Modernization initiative—a strategic program designed to create seamless, efficient, and human-centric support.
Learn how Southwest Airlines:
- Modernizes systems to deliver a single, unified desktop experience for agents.
- Leverages AI and automation to enhance agent efficiency and focus on complex, high-value transactions.
- Balances resources between large-scale transformational projects and continuous improvement in customer care.
Pair fine wine with even finer conversations. This session invites attendees to "uncork" their ideas, savor diverse perspectives, and strategize on industry challenges.
Sip, Savor, Strategize! Roundtables
Group A
5:30 pm - 6:15 pm The Future of Work: The Age of AI-Augmented RolesDiscover how AI is reshaping the workforce by augmenting roles and enabling employees to focus on higher-value tasks. This session will guide leaders on how to rethink talent strategies, foster continuous upskilling, and ensure that AI supports, rather than replaces, human purpose.
Group B
5:30 pm - 6:15 pm AI Ops: Drive Efficiency and Innovation Through AI OperationsExplore how IT and operations leaders are implementing AIOps to automate decision-making, optimize workflows, and reduce operational costs. This session will guide leaders on how AI operations are driving efficiency and innovation in complex organizations.
Evening Networking Function
6:15 pm - 8:15 pm
Street Food Social | Networking Reception
Inspired by Austin’s famous food truck scene, with local craft beers and signature street fare! This casual yet lively reception is the perfect chance to meet new connections while sampling some of the local flavors.
