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.

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!

Nicoletta Karpathios

Deputy Divisional Director, CMP Exchange
Customer Management Practice

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Consumer and customer preferences are changing around service and demand for self-service experiences is on the rise. In this session, hear key findings from CMP Research's latest inquiry into changing customer expectations and keys to success for self-service in a world where the technology and AI landscape evolves daily.

Sponsored by: CMP Research

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Jordan Zivoder

Quantitative Research Lead, CMP Research
Customer Management Practice

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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.

Geoffrey Burbridge

EVP, Head of Truist Care Centers
Truist

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Jaysa Boyer

Head, Employer Engagement
Ultimate Medical Academy

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Mario Matulich

President
Customer Management Practice

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Please check your 1:1 personalized itinerary located under "My Meetings" in the mobile app to see what's happening now.

Re-charge and power up your networking game! Take some time to relax while enjoying brain-boosting snacks designed to energize and inspire.

Executives across various industries face the pressing need to revamp traditional contact center operations. How can organizations effectively harness AI and cultivate a culture of innovation to reshape contact center operations and meet the evolving needs of today's guests?

Join us as we explore IHG Hotels' transformative journey, uncovering actionable insights and strategies for driving consumer-centric transformation in the hospitality industry.

Key Takeaways:

• Gain insights into the foundational shifts in mindset, culture, and leadership that are essential for driving meaningful transformation
• Explore strategies for incorporating automation, personalization, and digital technologies to align with evolving customer preferences
• Gain actionable strategies for navigating the journey toward consumer-centricity and operational excellence

Kim Smith

Vice President, Digital and Direct Channels
IHG Hotels and Resorts

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Organizations are increasingly turning to artificial intelligence (AI) to drive transformation and deliver value across various functions. As the Senior Director of Enterprise AI at Microsoft, Rajamma leads the charge in implementing responsible AI practices and enhancing customer support through innovative strategies.

This presentation and QA will challenge insights and experiences from the forefront of AI transformation in enterprise settings, focusing on the critical role of responsible AI in customer support content creation. From assembling diverse teams to streamlining ethical considerations and conducting responsible AI impact studies, Rajamma will delve into the methodologies and best practices employed in Microsoft's AI Center of Excellence.

Key Takeaways:

• Practical insights into implementing responsible AI initiatives and optimizing customer support operations
• Address key considerations for leveraging AI in customer-facing and employee-facing functions
• Emphasis on transparency, inclusivity, and ethical decision-making in AI adoption and content creation

Rajamma Krishnamurthy

Senior Director, Leader Enterprise AI
Microsoft

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In today's rapidly changing landscape, maximizing support efficiency requires harmonizing humans with AI. How can organizations effectively leverage these tools to enhance CX while optimizing operational processes and creating value? Join us as we address the inherent challenges in articulating and quantifying value propositions while exploring new approaches for driving operational excellence and delivering exceptional service in the digital age.

Key Takeaways:

• Understand the challenges of repurposing, restructuring and driving cultural change to embrace digital transformation initiatives
• Explore actionable approaches for enhancing agent performance and productivity in an AI-enabled environment
• Discover best practices for optimizing global workforce operations to meet evolving customer expectations

Sponsored by: Cognigy

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Richa Diwan

Senior Director, Value Office
Walgreens Boots Alliance

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Keisha Willis

Head of Consumer Care, Quality Intelligence
AARP

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Casey MacMillan

Senior Director, Former Resident Care
RPM Living

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Dave Cotter

Senior Account Executive
Cognigy

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It's just about five-o-clock, or maybe wine-o-clock. Take a few moments to relax with a glass of wine as we transition into roundtable groups!

Enjoy a unique blend of Parisian elegance and Southern charm as you network with fellow attendees. Savor delectable cuisine, sip on classic French cocktails, and soak in the vibrant atmosphere of this award-winning restaurant. This is the perfect setting to make lasting connections and celebrate our time together. Don’t miss out on this enchanting experience!