CCW Executive Exchange
DAY 3 | Execute for Scale
8:00 am - 8:00 am
MDT
Breakfast | The Breakfast Cantina
Wake up with flavor. Enjoy bold breakfast offerings and lively conversation to kick off your final day of insights and connection.
8:00 am - 8:45 am
MDT
CCWomen Networking Breakfast | Lead with Impact!
Sandy Ko Fonseca -
Founder and Principal, Customer Contact Women,
Customer Management Practice
Women in CX and leadership are shaping the future of the industry, driving innovation, and breaking barriers. This session brings together powerhouse women to share experiences, challenges, and strategies for career growth, mentorship, and navigating leadership in a rapidly evolving business landscape. Through candid discussions, attendees will gain actionable insights on how to advocate for themselves, lead with confidence, and foster inclusive cultures that empower the next generation of leaders.
8:45 am - 8:50 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.
8:45 am - 9:30 am
MDT
Workshop | Scale What Matters: Embedding Customer-Centricity Across the Enterprise
Molly Silverman -
Chief Growth & Engagement Officer,
YMCA of Metro Chicago
Brandon Austin - Vice President, Brand Engagement, YMCA of Metro Chicago
Creating great customer experiences isn’t just a frontline responsibility—it’s an enterprise-wide commitment. This workshop equips leaders with actionable frameworks to align departments, streamline execution, and scale CX strategies that put the customer at the center of every touchpoint. Learn how to drive consistency, collaboration, and customer-first thinking at every level of your organization.
- Operationalize customer-first principles across teams and functions.
- Break down silos and foster cross-departmental ownership of CX.
- Lead with alignment to deliver consistent, scalable, and seamless experiences.
Business Meetings
9:30 am - 10:30 am Business MeetingsPlease check your 1:1 personalized itinerary located under "My Meetings" in the mobile app to see what's happening now.
Table Topics
9:30 am - 10:30 am Deep Dive | From Vision to Execution: Scaling CX Technology for Real ResultsStrategy is only as good as its execution. This session dives into the practical realities of implementing and scaling AI, automation, and personalization technologies across customer operations. Learn how to prioritize initiatives, align stakeholders, and avoid common pitfalls — ensuring that innovation translates into measurable impact.
- Build scalable frameworks to prioritize and implement CX tech.
- Overcome change resistance and siloed execution with effective collaboration.
- Measure what matters: Define success and track ROI post-deployment.
- Real-world lessons from leaders who’ve successfully scaled GenAI and automation.
10:30 am - 11:00 am
MDT
Networking Break | Twists & Treats
One last sweet (and salty) send-off. Fuel up with fun snacks and final conversations before heading into the home stretch.
11:00 am - 11:45 am
MDT
Deep Dive | Agentic AI: The Next Frontier for Autonomous, Scalable CX
Brooke Lynch -
Divisional Director, Digital,
Customer Management Practice
Forget simple prompts—Agentic AI brings autonomous intelligence to customer operations. Go beyond ChatGPT as we explore how self-directed AI is reshaping CX, optimizing interactions in real time, and empowering agents like never before.
- Discover how Agentic AI enables real-time, autonomous problem-solving
- Transform agent workflows with adaptive, AI-powered insights
- Scale smarter with predictive engagement and intelligent automation
- Prepare your tech stack and teams for the future of AI-driven service
