Day 1 | Wednesday, November 13
JOIN FORCES, UNLOCK BRILLIANCE
Welcome to the Customer Contact Week Executive Exchange!
We are thrilled to invite you to an extraordinary gathering of customer service, experience, and operations leaders, where innovation, collaboration, and transformation take center stage. This event is designed to inspire and equip you with the knowledge and strategies needed to thrive in today's rapidly evolving customer-centric landscape.
Get ready to dive deep into a range of captivating topics that will revolutionize the way you approach customer interactions. From workforce optimization and predictive personalization to proactive engagement and omnichannel excellence, our sessions will empower you to create unforgettable experiences for your customers at every touchpoint.
Prepare to be inspired by industry pioneers, thought leaders, and fellow executives who are at the forefront of innovation. Share experiences, exchange ideas, and form invaluable connections that will shape the future of your organization.
Welcome to the Customer Contact Week Executive Exchange, where together, we will unlock new horizons of customer excellence and drive extraordinary outcomes. Get ready to embark on an unforgettable journey of knowledge, innovation, and growth. See you in Sarasota!
9:30 am - 10:00 am
Check-In Opens & Breakfast
Upon arrival, you'll be greeted by our friendly staff at the check-in desk with your personalized welcome packet! Help yourself to some breakfast and coffee available in the general session foyer.
9:55 am - 10:20 am
Exchange Orientation + Opening Remarks
To get us started, we'll provide some helpful guidance to navigate your CCW Exchange personalized itinerary. Orient yourselves with the format of an Exchange and learn tips and tricks on how to enhance your on-site experience. We'll conclude with an icebreaker activity - and prize giveaways!
10:20 am - 10:30 am
Order from Chaos: CMP Research Prism and the Real-Time Agent Assist/Copilot Marketplace
10:30 am - 11:00 am
Advisory Board Pulse | How to Thrive, Not Just Survive: Main Pressures on the Industry
Becky Ploeger -
Global Head of Reservations & Customer Care,
Hilton
Natalie Beckerman - Global Head, Customer Support Operations, IHG Hotels and Resorts
Imagine a future where AI seamlessly enhances both agent assistance and client interactions within contact centers. However, amidst this technological revolution, critical questions arise: How do we navigate the complex regulatory landscape? How do we ensure that AI aligns with and exceeds customer expectations?
- Explore the evolving landscape of contact center operations, particularly the deployment of AI in both agent and client interactions
- Gain insights into the regulatory challenges and considerations surrounding AI deployment
- Understand the strategic implications of technology choices and their impact on contact center operations and efficiency
Join our esteemed Ad Board members as we dive deep into these pressing issues, uncovering actionable strategies to not just survive, but thrive, in the rapidly evolving contact center landscape.
11:00 am - 12:30 pm
Business Meetings
Please check your 1:1 personalized itinerary located under "My Meetings" in the mobile app. It's possible you may or may not have a meeting scheduled at this time. We will have networking opportunities available for those who are free at this time.
12:30 pm - 1:30 pm
Cactus Cool Welcome Lunch
Experience the charm of the desert while getting to know your peers. Keep it cactus cool and don't forget your sunglasses!
Leadership Labs
Group A
1:30 pm - 2:15 pm The Power of Partnership: Effective Vendor Management Strategies Susie Cebulla - Vice President, Operations Member Services, Blue Cross Blue Shield of MinnesotaIn today’s complex business landscape, the success of your organization often hinges on the strength of your external partnerships. This roundtable will delve into the critical aspects of vendor management that can make or break your operational efficiency and customer satisfaction. Attendees will gain valuable insights into selecting the right vendors, maintaining strong and aligned relationships, and ensuring long-term success through strategic oversight. Whether you’re new to vendor management or looking to refine your approach, this session offers actionable strategies to help you elevate your vendor relationships and drive business success.
Susie Cebulla
Vice President, Operations Member ServicesBlue Cross Blue Shield of Minnesota
Group B
1:30 pm - 2:15 pm From Strategy to Execution: Continuous Improvement in the Contact Center Matthew Wilson - Vice President, Customer Experience & Operations Excellence, Hotwire CommunicationsContinuous improvement is key to staying competitive. This session will provide a comprehensive approach to running an operations excellence program that drives real results. Attendees will learn how to manage a pipeline of improvement opportunities, prioritize initiatives using voice of the customer (VoC) analytics, and operational excellence analytics, and move seamlessly from strategy to execution.
The session will also explore how cutting-edge technologies like generative AI and visual AI can empower agents and enhance customer interactions. Designed for CX leaders and customer service professionals, this session will leave you with actionable insights and best practices to optimize both employee performance and customer satisfaction while managing multiple improvement initiatives with clarity and efficiency.
Matthew Wilson
Vice President, Customer Experience & Operations ExcellenceHotwire Communications
2:15 pm - 3:45 pm
Business Meetings
Please check your 1:1 personalized itinerary located under "My Meetings" in the mobile app. It's possible you may or may not have a meeting scheduled at this time. We will have networking opportunities available for those who are free at this time.
3:45 pm - 4:15 pm
Trailblazer's Snack Break
Recharge like a true adventurer with a mix of hearty snacks and wholesome treats.
4:15 pm - 4:45 pm
Fireside Chat | The Power of Now: Real-Time Data, Proactive Analytics, and Customer Personalization
Ginger Williams, MBA -
Former Vice President Customer Service Operations,
Optum
The ability to act in real time offers a powerful advantage, enabling organizations to deliver precisely the right interactions when customers need them most. This session explores how companies leverage real-time data and proactive analytics to drive meaningful, personalized experiences across diverse customer segments—from individual consumers to large enterprises.
Panelists will delve into the practical applications of AI-driven tools that not only enhance customer personalization but also empower agents by streamlining workflows and automating routine tasks. Discover how leaders are using insights to create seamless, data-informed experiences across multiple channels, including email, chat, mobile apps, and virtual assistants. Attendees will gain strategies for building scalable programs that boost customer satisfaction and optimize agent efficiency, ultimately setting a new standard for customer-centric engagement.
4:45 pm - 5:25 pm
CMP Research Circle | Optimizing Self-Service for the Evolving Customer
Consumer and customer preferences are changing around service and demand for self-service experiences is on the rise. Customer contact executives say that increasing adoption of self-service and managing the technology transitions that go along with it are urgent priorities. In this interactive, invite-only research circle for heads of customer contact, attendees will:
- Review findings from CMP Research's latest initiative on self-service experiences
- Discuss approaches to improving self-service with peers
- Benchmark key datapoints and learn the architecture of effective self-service experiences
- Unpack how customer preferences around service are changing & more!
UnWine'd Roundtables
Group A
5:30 pm - 6:15 pm The Modern Playbook: Enhancing Customer Operations for Maximum Impact Shrish Mishra - VP Business Development | Americas Strategic Verticals, Tech MahindraFrederick Parkinson - Consulting Director, CX Center of Excellence, Tech Mahindra
Prashant Batra - VP, Business Development, Americas Strategic Verticals, Tech Mahindra
As customer expectations evolve, organizations must simplify and streamline their tech stacks to enhance operational efficiency, empower frontline teams, and drive meaningful interactions. This roundtable will explore the practical applications of AI, analytics, and digital process management (DPM) in modernizing customer support, aligning technology investments with measurable outcomes, and creating a competitive advantage. Discover how to balance the build, buy, and co-create approach, with a focus on maximizing ROI in customer operations.
Takeaways:
- Practical strategies to simplify and optimize the tech ecosystem for customer-facing teams
- Choosing between building, buying, or co-creating tech solutions for impactful outcomes
- Enhancing team performance and customer experience through AI and analytics
Sponsored by: Tech Mahindra
Group B
5:30 pm - 6:15 pm Brand-Enhancing, Next-Level L&D for Effortless CX: Led by Dr. Tiffany Cotterman, PhD. Tiffany Cotterman, PhD. - Executive Director of Learning and Development, Clear HarborExplore how science-driven learning and development (L&D) strategies can elevate your brand without adding costs. In this expert-led session, Dr. Tiffany Cotterman will share proven methods for motivating, retaining, and developing agents to enhance customer experience (CX). Interactive discussions will dive into the challenges, impacts, and practical implications for your business. Discover how to leverage L&D as a competitive advantage and transform your approach to employee development.
Sponsored by: Clear Harbor
6:30 pm - 8:30 pm
Sunset Serenade Networking Reception
As the sun sets over the Arizona desert, relax and mingle with a selection of light and refreshing bites.
