Agenda

Maximizing Efficiency and Impact to Elevate the Customer Experience

CHOOSE BETWEEN FOUR DIFFERENT COLLABORATION ZONES:

Customize your agenda! Stick to one zone or explore others. Engage in PowerPoint-free sessions, encouraging creativity and idea sharing.

Featured Collaboration Zones Include:
Zone 1. Using Automation to Enhance Efficiency and Effectiveness
Zone 2. Redefining CX with Intelligent Customer Interactions
Zone 3. Investing in Your Agents
Zone 4. Putting Your Data to Work for You and Your Customers
CX Women’s Leadership Alliance Workshop

For further information or to register, call Jason Doty at 1-214-636-4724, or email him at [email protected]

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Schedule-at-a-Glance is continuously updated as additional information becomes available.

SATURDAY, OCTOBER 18, 2025 | ARRIVAL DAY

7:00 PM

Suggested Arrival Time

Arrive Saturday to participate in one of the networking activities on Sunday.

SUNDAY, OCTOBER 19, 2025 | NETWORKING DAY AND ANNUAL CUSTOMER ENGAGEMENT LEADERSHIP COUNCIL MEETING

Link in, relax, meet-and-greet during special activities devoted to making new contacts and new friends.

8:00 AM

Customer Engagement Leadership Council Networking Breakfast

*Participation is reserved for Council members only. Click here to learn more about the Council.

9:00 AM

Networking Activity

Expand your network in a casual and friendly setting! With food & beverages galore, we’ll participate in an exciting activity bound to have you creating memories and smiling for days with newfound friends.

2:15 PM

Customer Engagement Leadership Council Annual Meeting

*Participation is reserved for Council members only. Click here to learn more about the Council.

3:15 PM

Sponsor Workshop

4:45 PM

Sponsor Registration & Orientation Reception

5:00 PM

Customer Engagement Leadership Council Annual Meeting Concludes

6:00 PM

Presenter & Engagement Leader Orientation

An essential meeting for Headliners, Rockstars, Facilitators, and Engagement Leaders to preview the event, highlight your roles, and network with fellow peers

6:45 PM

Participant Meet ‘n’ Greet

This networking activity offers end-users/ practitioners a valuable opportunity to quickly connect with peers facing similar challenges. It’s an excellent way to identify participants with valuable thought leadership and lay the foundation for meaningful discussions throughout the event.

7:30 PM

Welcome Networking Reception & Event Kickoff

Meet your fellow peers and colleagues as we engage in an ice breaker over cocktails to get the conversations started and set you up for an event whose foundation is built on collaboration. Dinner & passed hors d’oeuvres to be served.

MONDAY, OCTOBER 20, 2025 | GENERAL SESSION AND SOLUTIONS HALL

8:00 AM

Registration, Continental Breakfast, and Solutions Hall

8:45 AM

KICKOFF and HEADLINER – A Value-Driven Strategy for Contact Center Leaders

9:25 AM

Energizer

Take your thinking cap off and break up your day with a fun, five-minute energizing activity.

9:30 AM

EXECUTIVE INSIGHTS – Precision CX: Investing for Maximum Impact

10:00 AM

Navigating the 21st Annual Customer Contact West: A Frost & Sullivan Executive MindXchange

10:05 AM

Session to Session Travel Time

10:10 AM

CONCURRENT COLLABORATION ZONES – CASE HISTORIES

Case Histories dive into real-world use cases through informal discussions, leveraging the experience and expertise of the featured executive, company, and participants.

11:10 AM

Solutions Hall, Networking and Refreshments

Step into our Hall to discover innovative products and services tailored to help you tackle everyday challenges and seize new opportunities.

11:35 AM

INTERACTIVE CONCURRENT SESSIONS

Choose one of the following interactive sessions:

SOLUTIONS WHEEL

Play the “wheel” to find out which of the industry’s products and services will help you solve your challenges. It is a series of rapid fire, one-on-one meetings with leading sponsors – both intense and fulfilling.

11:35 AM

-OR-

THE FIX – Crowdsourcing Tactical Solutions to Our Most Vexing Challenges

Share your smarts! Choose between four themed brainstorming sessions and crowdsource solutions to the most vexing challenges facing customer experience and customer contact today. These are twenty-minute rapid-fire sessions with three rotations. First come, first serve, so choose wisely! Each brainstorming group will build upon the other to build a list of readily operationalized fixes to these common challenges.

THE FIX on Doing More with Less

THE FIX on Advancing CX within Legacy Constraints

THE FIX on Partnering with IT

THE FIX on Long Term Capacity Planning

11:35 AM

-OR-

STRATEGIC DISCUSSIONS: For the Seasoned Practitioner Only

Join this group of veteran customer contact and customer experience executives to discuss high-level decision-making that can significantly impact the customer care organization.

12:40 PM

Food For Thought Luncheon – Networking Roundtables Hosted by Industry Leaders

Practitioners and solution providers host a menu of luncheon discussions on pertinent industry issues. Dine and dish with industry experts.

1:40 PM

Session to Session Travel Time

1:45 PM

CONCURRENT COLLABORATION ZONES – ROUNDTABLES

Roundtable sessions capture the power of all participants’ voices, insights and experiences via group discussion and exploration of the issue at hand.

2:45 PM

Solutions Hall, Briefing Sessions, Networking and Refreshments

Step into our Hall to discover innovative products and services tailored to help you tackle everyday challenges and seize new opportunities.

3:15 PM

INTERACTIVE CONCURRENT SESSIONS

Choose one of the following interactive sessions:

SOLUTIONS WHEEL

3:15 PM

-OR-

PROBLEM-SOLVING CROWDSOURCE – Unleashing Employee-Driven Innovation for Impact

4:20 PM

Navigating the 21st Annual Customer Contact West: A Frost & Sullivan Executive MindXchange

4:25 PM

EXECUTIVE INSIGHT - Why Design Thinking is Essential for Solving Modern EX & CX Challenges

4:50 PM

CAPSTONE - Master the Art of Executive Storytelling: From Analytics to Influence

5:30 PM

Networking Reception

End your day with some newfound friends over tasty bites & beverages. A special prize will be raffled off before we close out the evening so be there or be square! Passed hors d’oeuvres, beverages & a specialty drink to be served.

TUESDAY, OCTOBER 21, 2025 | GENERAL SESSION AND SOLUTIONS HALL

6:45 AM

Early Risers Run/Walk

Invigorate your body, mind, and soul as you take in the expansive views of Tucson Mountain Park, in the heart of the Sonoran Desert. It’s the perfect way to get ready for a great day of content and networking.

6:45 AM

Early Risers Yoga

Calling all yogis! Get energized while building strength and flexibility with us. This creative yoga practice will link breath and movement to keep you present and centered.

8:00 AM

Continental Breakfast and Solutions Hall

8:45 AM

HEADLINER – Raising the Bar: Delivering Preemptive Customer Service

9:30 AM

Energizer

Take your thinking cap off and break up your day with a fun, five-minute energizing activity.

9:35 AM

ASK THE EXPERTS! Panel Discussion – Inside Our AI Journey: Real-World Uses, Challenges, and Lessons Learned

Moderator:
Cippy Seidler, Director, Consumer Care Center Banner Health

Panelists Include:
Lora Ross Lawson, Vice President, Contact Centers, Careington International Corporation
Customer Engagement Leadership Council Member

Abstract:
Panelists will walk you through their unique use cases and the key stages of their AI journey—from initial planning and deployment to ongoing optimization. Discover what strategies proved effective, which pitfalls to avoid, and how AI is transforming operations in real-world scenarios. Learn from these esteemed panelists’ experiences to better understand how AI can work for you.

Action Items:

Identify high-impact AI use cases that enhance agent performance and customer satisfaction
Avoid common missteps when implementing AI in contact center environments
Apply proven strategies to drive efficiency, personalization, and measurable outcomes with AI

Moderator:

Cippy Seidler
Director, Consumer Care Center
Banner Health

Why You Should Listen to Cippy:
Speaking to and working with many diverse contact groups around the world has inspired and enlightened Cippy. It has brought positivity, new ideas and creativity to an already open mind about the importance and truly critical nature of the contact center environments. She has worked most of her career in Retail and Health Care contact centers helping others appreciate why internal and external customer service and brand loyalty begins in the contact center.

Panelists Include:

Lora Ross Lawson
Vice President, Contact Centers
Careington International Corporation
Customer Engagement Leadership Council Member

Why You Should Listen to Lora:
Bio is forthcoming.

10:25 AM

Navigating the 21st Annual Customer Contact West: A Frost & Sullivan Executive MindXchange

10:30 AM

Solutions Hall, Briefing Sessions, Networking and Refreshments

Step into our Hall to discover innovative products and services tailored to help you tackle everyday challenges and seize new opportunities.

11:15 AM

CONCURRENT COLLABORATION ZONES – THINKTANKS

ThinkTank sessions employ interactive team exercises in a “roll up your sleeves” learning environment.

12:35 PM

Food for Thought Luncheon – Networking Roundtables Hosted by Industry Leaders

Practitioners and solution providers host a menu of luncheon discussions on pertinent industry issues. Dine and dish with industry experts.

1:35 PM

Session to Session Travel Time

1:40 PM

CONCURRENT COLLABORATION ZONES – ROUNDTABLES

Roundtable sessions capture the power of all participants’ voices, insights and experiences via group discussion and exploration of the issue at hand.

2:40 PM

Session to Session Travel Time

2:45 PM

SUCCESS STORY – Mapping a Frictionless Customer Journey

3:10 PM

Solutions Hall, Briefing Sessions, Networking and Refreshments

Step into our Hall to discover innovative products and services tailored to help you tackle everyday challenges and seize new opportunities.

3:50 PM

FIRESIDE CHAT - Maximizing VoC Impact: Ensuring Accountability & Measurable Outcomes

4:15 PM

Energizer

Take your thinking cap off and break up your day with a fun, five-minute energizing activity.

4:20 PM

CASE HISTORY - Implementing Employee Retention Strategies That Really Work

4:45 PM

CAPSTONE – Cultivating Critical Thinking Skills for Next Level Agents

5:20 PM

21st Annual Customer Contact West Olympics Team Captain Reveal

5:30 PM

General Session Concludes

It’s time to change gears, take a quick break to recharge, and lace up your sneakers because the games are about to begin!

6:00 PM

21st Annual Customer Contact Wild West Olympics & Cookout

Gather ’round spirited competitors and gear up for a night of Olympic fun! Not to Be Missed: The Amazing Spread We’ll Be Serving for Dinner!

8:00 PM

Karaoke After Hours!

WEDNESDAY, OCTOBER 22, 2025 | GENERAL SESSION, SOLUTIONS HALL AND CX WOMEN’S ALLIANCE WORKSHOP

7:00 AM

Walk and Talk

Invigorate your body, mind, and soul as you soak up some tranquility watching the sun rise over the mountain. It’s the perfect way to get ready for a great day of content and networking.

8:15 AM

Continental Breakfast and Solutions Hall

Step into our Hall to discover innovative products and services tailored to help you tackle everyday challenges and seize new opportunities.

8:45 AM

HEADLINER – Staying Agile Amid Disruption

9:20 AM

CONSECUTIVE QUICK INSIGHTS – Tangible Ways That Really Work to Drive Change

Shifting Team Mindsets: From Uncertainty to Strategic Opportunity
– FOLLOWED BY –
Adapting New Skills and Abilities in Agents to Meet Change Head-On

10:10 AM

Solutions Hall, Networking and Refreshments

CX WOMEN’S LEADERSHIP ALLIANCE WORKSHOP | Owning Your Growth Journey

Women and their allies come together for inspiring discussions on achieving personal and professional growth.

Hosted by:
Natalie Beckerman, Global Head | Customer Support Operations, IHG Hotels & Resorts

10:35 AM

WELCOMING REMARKS

What Makes Today Unique? Defining Purpose, Values, and Vision

10:40 AM

PANEL DISCUSSION – Conversations with CX Women Trailblazers

11:40 AM

EXECUTIVE INSIGHT – Women’s Issues and Leadership: Defining Your Path Forward

11:50 AM

INTERACTIVE – Showing Up For You: A Value Assessment and Growth Mapping Diagnostic

12:15 PM

Networking Luncheon

1:00 PM

INTERACTIVE – Empowering Women Through Meaningful Connections- Coaching Each Other and How to Get Better

2:00 PM

THE FIX on Your Personal Journey – Creating Your Action Plan

Choose between three themed brainstorming sessions. These are 15-minute sessions with two rotations. Each brainstorming group will build upon the other to build a list of readily operationalized ideas to these common challenges.

THE FIX on Switching Careers, Industries or Roles

THE FIX on Focusing on Myself

Cippy Seidler, Director, Consumer Care Center, Banner Health

Hosted By:

Cippy Seidler
Director, Consumer Care Center
Banner Health

THE FIX on Nurturing Myself for Growth

2:35 PM

THE KEY TAKE AWAYS

2:45 PM

Content for the 21st Annual Customer Contact West Concludes

See you and your team April 12th – 15th in Ft. Lauderdale at Customer Contact East!