Day 1 | Wednesday, March 12
9:30 am - 10:00 am
Coffee & Check-In
10:00 am - 10:20 am
Orientation & Icebreaker
Nicoletta Karpathios -
Deputy Divisional Director, CMP Exchange,
CMP
Welcome to the CCW Executive Exchange. Kick off with an engaging orientation and icebreaker activity designed to help you navigate the event while making meaningful connections from the start. We’ll provide an overview of the agenda, key sessions, and networking opportunities to ensure you maximize your experience.
10:25 am - 10:55 am
CMP Research Prism | The Future of Voice: Understanding Conversational IVR
Jordan Zivoder -
Quantitative Research Lead, CMP Research,
Customer Management Practice
Customer self-service such as self-service portals, automated chat and conversational and standard IVR are ripe for investment. 87% of companies plan to increase their investment in these channels by the end of 2025. Advancements in artificial intelligence are accelerating innovation particularly in the voice channel. Conversational IVR is top of mind for many customer contact and CX executives upgrading their self-service experiences and technology roadmaps. In this session, review CMP Research’s Prism for Conversational IVR, a proprietary technology evaluation framework that will help you see the technology marketplace more clearly.
10:55 am - 11:55 am
Brunch & Bond | Welcome Brunch
12:00 pm - 1:30 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.
Interactive Roundtables
Group A
1:30 pm - 2:15 pm Cut 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: Build 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.
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
4:20 pm - 4:40 pm
Keynote | AI and Agility: Drive Meaningful Transformation
Angel Durr -
Vice President, Operational Analytics & Tooling for Corporate Tech Agility,
JPMorgan Chase & Co.
Learn how to harness the power of AI and organizational agility to transform customer experience and operational excellence. Dr. Angel Durr, VP of Operational Analytics and Tooling for Corporate Tech Agility at JP Morgan Chase, shares her expertise in AI Ops strategy, intersectionality, and a human-first approach to technology adoption.
Dr. Durr explains how organizations foster agility, drive innovation, and create inclusive, human-centered experiences. Attendees gain practical insights into:
- How to design effective POCs to secure executive buy-in for AI and automation initiatives.
- Strategies to reduce employee burnout and build a culture that prioritizes people and technology.
- Steps to leverage AI Ops for operational efficiency and predictive capacity planning.
- Approaches to address intersectionality in CX and deliver inclusive, personalized, empathetic AI-driven solutions.
Angel Durr
Vice President, Operational Analytics & Tooling for Corporate Tech AgilityJPMorgan Chase & Co.
4:40 pm - 5:00 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.
5:00 pm - 5:20 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 Brand-enhancing, next-level L&D for Effortless CX lead by Dr. Tiffany Cotterman, PhD. Tiffany Cotterman, PhD - Executive Director of Learning and Development, Clear HarborIn this interactive discussion, attendees will gain:
- Current Science-Driven Learning, Development, Motivation and Retention for Agents that Enhance, NOT Cost Your Brand.
- Expert exchange on proven methods with interactive discussions on challenges, impacts, and implications for your business.
- Transformation, guidance, and discussion for delivering L&D as a competitive advantage for your brand.
Sponsored by: Clear Harbor
Evening Networking Function
6:15 pm - 8:15 pm
Street Food Social | Networking Reception
