Day 2 | Thursday, March 13
7:30 am - 7:55 am
Rise & Refuel | Breakfast
7:55 am - 8:00 am
Day 2 Opening Remarks
Nicoletta Karpathios -
Deputy Divisional Director, CMP Exchange,
CMP
Kick off Day 2 with insightful opening remarks + a few housekeeping items from our Chairperson, setting the stage for a dynamic day of learning, networking, and innovation at the CCW Exchange.
8:00 am - 8:30 am
Panel | Accelerate Next-Gen Customer Analytics: Advanced AI for Strategic Decision-Making
Kristopher Moore -
Global Senior Director, Consumer Care,
Mars
Josue Berlanga - Head of Care & Remote Sales, Philip Morris International
Dennis Taylor - Director, Digital Servicing Products, Delta Air Lines
As organizations strive to stay competitive, the ability to operationalize AI in customer analytics becomes essential. This session goes beyond basic data capture, focusing on how robust data ecosystems can fuel advanced AI applications to deliver predictive insights and strategic value. Participants will explore cutting-edge techniques to leverage digital interactions, voice data, and machine learning to drive hyper-personalization, optimize customer satisfaction, and enable proactive, data-driven decision-making at scale.
8:30 am - 9:00 am
Panel | Future-Proof the Workforce: Skills for Tomorrow’s Success
Lisa Williams -
Senior Director, M&E Operations Talent Strategy & Employee Experience,
Dow
Alana McCloskey - Senior Director, Corporate & Foundation Engagement, Texas State University - San Marcos
Mary Beth Green - Chief Innovation Officer, Sheetz
As industries evolve rapidly, so do the expectations for workforce readiness. This panel will explore innovative approaches to upskilling and reskilling employees, emphasizing practical strategies for empowering teams to meet the demands of a fast-paced job market. Join industry leaders as they discuss workforce engagement, the role of hands-on learning, and the integration of cutting-edge tools and technologies to drive career development and long-term success.
Alana McCloskey
Senior Director, Corporate & Foundation EngagementTexas State University - San Marcos
9:00 am - 9:30 am
Keynote | AI for People: Redefine Employee Experience with Ethics and Innovation
Kalifa Oliver -
Global Director, Employee Experience Analytics,
Ford Motor Company
Discover how AI and large language models (LLMs) are revolutionizing the employee experience through innovative, people-centered design principles. This keynote dives into the transformative potential of AI in the HR space, emphasizing the critical balance between tech advancements and data privacy, fairness, and inclusivity.
Learn how leading organizations are leveraging AI to align employee lifecycle strategies with CX principles, creating a seamless, human-centered approach to engagement and innovation.
Session will cover:
- AI and People-Centered Innovation - Challenges and Innovations
- AI Applications in Employee Decision-Making
- Privacy and Ethics in AI Design and Usage
- Synergies Between the Employee Experience and the Customer Experience
9:30 am - 10:00 am
Canyon Morning Calm | Networking Break (+Book Signing)
Kalifa Oliver -
Global Director, Employee Experience Analytics,
Ford Motor Company
Let's take a moment to refocus, connect, and prepare for the sessions ahead. Enjoy energizing treats and a complimentary book signing with Dr. Kalifa Oliver, Global Director, EX Analytics Strategy at Ford Motor Company - presenting her latest book, I Think I Love My Job.
10:00 am - 11:30 am
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.
Fresh Perspectives | Morning MasterClass Breakouts
Group A
11:30 am - 12:00 pm From Insights to Impact: How Senior Leaders Build CX Strategies That ScaleSenior executives will gain exclusive insights into creating scalable CX strategies that resonate across maturity levels. This session focuses on leadership approaches to transforming customer insights into actionable business strategies while navigating resource constraints, evolving technologies, and shifting priorities.
Key Takeaways:
- Crafting CX strategies that align with organizational goals.
- Leadership’s role in balancing innovation with practicality.
- Scalable frameworks for turning data into actionable insights.
Group B
11:30 am - 12:00 pm CX Maturity Models: Build Roadmaps for SuccessThis session will delve into how organizations at various CX maturity levels can build roadmaps to scale their strategies. From just starting out to leveraging advanced analytics, participants will learn how to identify their next steps, overcome obstacles, and make strategic investments in their CX journey.
Key Takeaways:
- How to craft a CX roadmap tailored to your maturity level.
- Examples of successful CX strategies across different industries.
- Tools and technology recommendations for CX growth.
12:05 pm - 1:00 pm
Mesa Mexicana | Networking Lunch
Inspired by the warmth of a shared table, this lunch is a celebration of food, culture, and community. Grab a plate, find your seat, and connect with peers.
Desserts & Disruption | Roundtable Groups
Group A
1:00 pm - 1:45 pm Data-Driven Decision Making: Transform Customer Insights into Revenue GrowthThe key to unlocking revenue growth lies in understanding and acting on customer insights. In this engaging roundtable discussion, industry leaders will share their strategies for leveraging data to drive smarter business decisions. Learn how to analyze customer behaviors, preferences, and trends to create actionable insights that boost sales, improve customer loyalty, and increase profitability. Attendees will walk away with a fresh perspective on how to turn data into a revenue-generating tool.
Group B
1:00 pm - 1:45 pm Advanced AI: Leverage Generative AI for Predictive Customer CareGenerative AI is pushing the boundaries of customer care, offering powerful new ways to predict and meet customer needs. This roundtable will focus on how businesses can harness the power of generative AI to enhance predictive customer service, create personalized experiences, and reduce service friction. Industry experts will discuss real-world applications, challenges, and best practices for integrating advanced AI models into customer care strategies. Leave with actionable ideas on how to bring the future of AI-driven care to your organization.
1:45 pm - 3:15 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.
3:15 pm - 3:45 pm
TexMex Timeout | Networking Break
Fresh Perspectives | Afternoon MasterClass Breakouts
Group A
3:45 pm - 4:15 pm Human-Centered AI: Amplify Customer and Employee ExperiencesDiscover how organizations are transforming their customer and employee journeys through human-centered AI innovations. This session will explore practical strategies for leveraging AI to enhance personalization, streamline workflows, and empower employees to focus on high-value interactions. Gain insights into real-world applications of AI that foster meaningful engagement, reduce operational bottlenecks, and create impactful experiences for both customers and teams.
Group B
3:45 pm - 4:15 pm Maximizing Productivity Through Effective Knowledge Management Lisa Fleming - Sr. Learning and Development Project Manager, AbbVieHow can agents be empowered with the right information to assist with any customer inquiry? This can be especially challenging in highly regulated industries where processes are complex. Learn how Allergan Aesthetics reduced call-backs by 91%, accelerated agent proficiency by 50%, and reduced the number of escalations and incorrect transfers by empowering their agents with the right knowledge management strategy.
Key Takeaways:
- Insights on how to assess the current state of your knowledge base to increase agent resourcefulness.
- Proven ways on how to structure your training and onboarding program to maximize agent agility.
- Develop a strategy to uncover barriers of proficiency and how you can overcome it.
Sponsored by: ProcedureFlow
4:15 pm - 4:30 pm
Comfort Break
4:30 pm - 5:30 pm
Power Hour | PeerPulse: Collaboration That Resonates!
Daniel Haden -
Vice President, Global GTM Strategy & Enablement,
Docusign
Fred Kleiman - Vice President, Customer Service, Direct to Consumer, The Tennis Channel
Angel Durr - Vice President, Operational Analytics & Tooling for Corporate Tech Agility, JPMorgan Chase & Co.
Josue Berlanga - Head of Care & Remote Sales, Philip Morris International
Join a dynamic session where we match you with peers facing similar challenges and priorities. Using your input, we’ve curated focused roundtables to foster collaboration, idea sharing, and actionable takeaways. Build meaningful connections and tackle shared goals in this highly personalized networking experience.
What You’ll Gain:
- Targeted Conversations: Dive into discussions tailored to your specific priorities, ensuring every moment is relevant and meaningful.
- Fresh Perspectives: Share strategies, lessons learned, and creative ideas with others navigating similar challenges.
- Collective Solutions: Work together to brainstorm actionable steps and uncover opportunities for partnerships and growth.
Angel Durr
Vice President, Operational Analytics & Tooling for Corporate Tech AgilityJPMorgan Chase & Co.
5:30 pm - 7:35 pm
Winner Revealed | Engage to Win: Prize Raffle Giveaway!
Earn points by participating in breakouts and roundtables, checking into your meetings, and engaging in the mobile app. The more you participate, the better your chances to win. Remember, the winner must be present to claim the prize!
Evening Offsite Networking Reception
6:00 pm - 8:00 pm
Oasis After Hours | Networking Reception
