Wednesday, March 12
9:30 am - 10:00 am
Check-In Opens & Breakfast
10:00 am - 10:30 am
Welcome Orientation & Icebreaker
10:30 am - 11:00 am
CCW Advisory Board Pulse | Core Challenges Shaking Up The Industry
11:00 am - 12:30 pm
Business Meetings
Please check your 1:1 personalized itinerary located under "My Meetings" in the mobile app.
12:30 pm - 1:30 pm
Taco ‘Bout Business | Welcome Lunch
Kick off the event with a taste of Austin’s signature cuisine—tacos! 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 Lead with Purpose: How to Gain Leadership Buy-In for Transformational InitiativesSecuring leadership buy-in is a critical factor in the success of any major organizational change. In this session, senior leaders will learn how to articulate the strategic value of transformation initiatives, foster alignment across leadership teams, and build a compelling case for investment. From automation to workforce optimization, discover how to position your projects as essential for long-term growth, while ensuring senior executives champion your vision. Participants will leave with actionable strategies for influencing key stakeholders and gaining support for initiatives that push the organization forward.
Group B
1:30 pm - 2:15 pm BPO 2.0: Building Better BPO Partnerships Fred Kleiman - VP, 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.
2:15 pm - 3:45 pm
Business Meetings
3:45 pm - 4:15 pm
Pecan Pick-Me-Up | Networking Break
Re-energize with a quintessential Texas treat! Savor fresh pecan pastries, mini pecan pies, and pecan-flavored coffee, while connecting with peers. Get a quick boost and keep the conversations flowing as the day continues.
4:15 pm - 4:45 pm
Keynote | The Power of Three: Process, Technology, and People for Holistic Transformation
Libba Saptisky -
SVP, Customer Care,
Tandem Diabetes
Successful digital transformation in customer contact isn’t just about technology—it’s about process and people too. This session will highlight how companies can simultaneously transform their processes, adopt cutting-edge technology, and restructure their teams to deliver seamless, customer-focused service. Leaders will learn how to integrate these three pillars to ensure scalability, efficiency, and sustainability, all while addressing the challenges of change management and employee engagement in a fast-evolving landscape.
4:45 pm - 5:25 pm
CMP Research Circle | Self-Service Optimization for the Evolving Customer
As customers demand faster, more convenient service, self-service has become a key differentiator. This session focuses on how to optimize self-service channels to meet the evolving needs of today's customers. From AI-powered chatbots to personalized knowledge bases, leaders will learn how to design self-service solutions that empower customers, reduce operational costs, and enhance the overall experience. Attendees will explore strategies for creating intuitive, customer-centric self-service options that adapt to changing behaviors and preferences, all while integrating seamlessly with human support.
UnWin'ed Roundtables
Group A
5:30 pm - 6:15 pm The Role of Emotional Intelligence in Customer Interactions: Building Authentic ConnectionsDiscover 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 Innovations in Self-Service: Optimizing Automation and AI for Enhanced Customer SupportExplore 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.
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.
