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
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
6:45 PM
Participant Meet ‘n’ Greet
7:30 PM
Welcome Networking Reception & Event Kickoff
MONDAY, OCTOBER 20, 2025 | GENERAL SESSION AND SOLUTIONS HALL
8:00 AM
Registration, Continental Breakfast, and Solutions Hall
KICKOFF and HEADLINER – A Value-Driven Strategy for Contact Center Leaders
9:25 AM
Energizer
9:30 AM
EXECUTIVE INSIGHTS – Precision CX: Investing for Maximum Impact
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
11:35 AM
INTERACTIVE CONCURRENT 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
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
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
3:15 PM
INTERACTIVE CONCURRENT 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.
3:15 PM
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
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
6:45 AM
Early Risers Yoga
8:00 AM
Continental Breakfast and Solutions Hall
8:45 AM
HEADLINER – Raising the Bar: Delivering Preemptive Customer Service
9:30 AM
Energizer
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
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
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
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
3:50 PM
FIRESIDE CHAT - Maximizing VoC Impact: Ensuring Accountability & Measurable Outcomes
4:15 PM
Energizer
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
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!
OCTOBER 19
OCTOBER 20
OCTOBER 21
OCTOBER 22