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.

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.

Lisa Williams

Senior Director, M&E Operations Talent Strategy & Employee Experience
Dow

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Alana McCloskey

Senior Director, Corporate & Foundation Engagement
Texas State University - San Marcos

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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.

Kristopher Moore

Global Senior Director, Consumer Care
Mars

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Dennis Taylor

Director, Digital Servicing Products
Delta Air Lines

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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

Dr. Kalifa Oliver

Global Director, Employee Experience Analytics
Ford Motor Company

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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.

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.

As the Texas sun reaches its peak, take a break for lunch. Featuring a selection of local dishes like BBQ sliders, fresh salads, and iced tea. Find your table, meet someone new, and dive into meaningful conversations.

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.

As customer expectations continue to evolve, omnichannel strategies must go beyond simply being present on multiple platforms—they must deliver hyper-personalized experiences that anticipate and meet customer needs in realtime. This forward-thinking panel discussion will explore the future of customer engagement in 2025, focusing on the technologies, data strategies, and customer insights driving the next wave of hyper-personalization. Panelists will share case studies, cutting-edge technologies, and actionable insights on how to create seamless, personalized customer journeys that drive loyalty and growth.

Jay Breuer

Senior Director, Customer Care
SPARC Group LLC

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Josue Berlanga

Head of Care & Remote Sales
Philip Morris International

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Leonard Green

Vice President, Customer Success
Northwestern Mutual

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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.

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!

Close out Day 2 in style with our Oasis After Hours at Zanzibar, a lush, tropical-inspired retreat in the heart of Austin. We invite you to unwind and recharge after an inspiring day of sessions and networking.

Surrounded by chic decor, vibrant greenery, and cozy patio seating, you’ll enjoy a serene, open-air setting perfect for relaxed conversations and making lasting connections. Savor handcrafted cocktails and curated bites while soaking in the elegant, vacation-like atmosphere. Reflect on key takeaways from the event and forge new connections!