DAY 3 Wednesday | October 30
7:45 am - 8:00 am
Networking Breakfast
8:00 am - 8:15 am
Chairperson's Opening Remarks
8:15 am - 9:00 am
CCWOMEN NETWORKING BREAKFAST: Lead with Trust: Cultivate Authenticity and Connection
Catie Hydeman -
Vice President of FC Operations,
Chewy
Diane Acevedo - SVP of Operations & CX, Gabb Wireless
Sandy Ko - Founder & Principal, Customer Contact Women (CCWomen)
In today’s fast-paced world, effective leadership goes beyond traditional authority—it's about connection and authenticity. Creating an environment where team members feel valued and engaged is key to a happy, loyal, and productive team.
This session will explore the importance of developing your unique voice as a leader and delve into the essential qualities of authenticity, vulnerability, and transparency that empower leaders to build strong, trust-based relationships.
Join us to enhance your leadership voice and discover how trust can transform your leadership style!
9:30 am - 10:00 am
KEYNOTE | Harness the Art of Client Segmentation and Relationships
Rasheeda James -
Vice President of Client Services,
Americor
Explore advanced techniques for segmenting clients effectively and discover strategies for building lasting, meaningful relationships that drive business growth. Attendees will gain insights into leveraging client data for personalized engagement and learn how to align specific strategies with overarching business objectives.
Key Takeaways:
- Advanced Client Segmentation Techniques: Learn sophisticated methods for segmenting clients based on behavior, demographics, and preferences, enabling targeted marketing and personalized client experiences.
- Strategies for Relationship Building: Discover proven strategies for fostering strong client relationships, including effective communication, personalized interactions, and proactive client management.
10:00 am - 11:30 am
Business Meetings
11:30 am - 11:45 am
Gulf Coast Connections
Networking Break
11:45 am - 12:15 pm
CCW DIGITAL MARKET STUDY | CX Trends, Challenges, & Opportunities
Brian Cantor -
Principal Analyst & CCW Digital Director,
Customer Management Practice
Talk about cultivating a culture of customer centricity continues to prove hollow. The majority of consumers feel that experiences actually regressed over the past year, delivering a harsh truth to businesses of all industries. The real kicker? AI technology, which many have been trumpeting as a saving grace, is exacerbating the situation. What will it take to reverse this regression? What will it take to harness AI in a more productive, customer-centric way? What will it take to empower agents to deliver personalized, productive, loyalty-building service? What will it take to build a brand for which customers eagerly advocate? The answers are in this market study.Instead of guessing about the answers, CCW Digital went right to the source – and surveyed actual customers about what they want from chatbots, digital experiences, agent interactions, and in-store shopping trips.
