CCW Executive Exchange
Day 3 | Friday, August 16
8:00 am - 8:00 am
MDT
Check-In Opens & Breakfast
Indulge in a delightful breakfast spread before diving into the insightful sessions ahead!
8:00 am - 8:45 am
MDT
CCWomen Networking Breakfast | Take Charge of Your Career: Create Your Map to Success Without Fear & Compromise
Jasmine Reno -
Vice President, Call Center Operations,
Flagstar Bank
Casey MacMillan - Senior Director, Former Resident Care, RPM Living
In this session, we champion the notion that career success is not merely about climbing the ladder but about aligning your professional path with your personal values and goals. Too often, women feel compelled to accept their first job offer due to a fear of losing it or remaining in roles that don't resonate with their true aspirations. However, this session Natalie and Shannon encourage a paradigm shift, urging women not to fear moving companies or turning down opportunities that don't align with their authentic selves. Through candid discussions, real-life examples, and expert insights, Natalie and Shannon will explore the importance of self-awareness, discernment, and courage in making career decisions that foster fulfillment and growth.
Join us as we empower individuals to prioritize their happiness and purpose in their professional journey, advocating for a mindset that values alignment over compromise.
8:45 am - 9:00 am
MDT
Chairperson's Remarks
Nicoletta Karpathios -
Deputy Divisional Director, CMP Exchange,
Customer Management Practice
Take a few minutes to re-orient yourselves with today's itinerary. We will review any housekeeping items and updates.
9:00 am - 9:30 am
MDT
Chief Chat | Become The Trusted Advisor & Partner Your Valued Customers Deserve
Haley Morse -
Chief Customer Officer,
Baker Hughes
Brooke Lynch - Divisional Director, Digital, Customer Management Practice
As customers demand personalization and attention, leveraging AI effectively becomes essential to address critical needs swiftly and efficiently. In both B2B and B2C sectors, providing exceptional CX will enable retention, expansion, and advocacy. Discover how to become the trusted advisor and partner that your valued customers deserve by blending personal touch with digital innovation. Join us for a candid conversation with Chief Customer Officer, Haley Morse and learn top insights to elevate your customer success strategy to the highest level.
9:30 am - 10:00 am
MDT
Keynote | The Hero’s Journey: Transforming Customer Engagement through Storytelling
Josef Hapli -
Senior Director, Digital Engagement,
National Geographic Society
National Geographic Society is known for its powerful storytelling heritage that captivates audiences and fosters a deeper connection with its mission. From initial contact to conversion and beyond, learn how to position your customers as heroes in their own stories, overcoming challenges and achieving their goals with your brand as a trusted guide. This session will provide actionable insights into creating a cohesive and engaging customer journey, ensuring your brand stands out in a crowded digital landscape.
Business Meetings
10:00 am - 11:00 am 1:1 Pre-Scheduled MeetingsPlease check your 1:1 personalized itinerary located under "My Meetings" in the mobile app to see what's happening now.
Table Topics
10:00 am - 11:00 am Informal Meet UpsDon't have a meeting? Take a seat for an informal meetup to discuss various aspects of customer engagement and optimization strategies. Topics will be provided to spark conversation.
11:00 am - 11:15 am
MDT
Networking Break: Salon De The' (The Tea Room)
It's tea time! Indulge in a delightful array of treats to tantalize your taste buds. A sophisticated send-off to wrap up the event.
11:15 am - 12:00 pm
MDT
CCW Digital Pulse: The Agent of the Future
Brooke Lynch -
Divisional Director, Digital,
Customer Management Practice
Jaysa Boyer - Head, Employer Engagement, Ultimate Medical Academy
Soumya (SK) Panda - Global Vice President, Service Assurance, Comcast Business
Contact center leaders have been discussing the agent of the future for the past decade. As we continue to implement new technologies and strategies to optimize efficiency, it seems obvious that agents would begin to take on more complex work. However, after countless discussions, so many organizations are still not preparing their agents to do more.
Drawing on the latest research into training and development priorities, CCW Digital will reveal the qualities and capabilities that will define the agent of the future. This session is set to demystify the journey toward a more dynamic and effective frontline, offering insights into the real-world evolution of the agent experience.
This session will inform and actively involve participants in shaping the final discourse. We will integrate a segment dedicated to participant reflection.
