Agenda

CX, Rebuilt!

Explore three days of transformative discussions designed to redefine customer success strategies and enhance industry networking.

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Collaboration Zones

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

Zone 1

From AI Hype to Operational Reality

Zone 2

From CSAT to Predictive CX

Zone 3

The Human and AI Workforce Rebalance

Featuring:

CX Women’s Leadership Alliance Workshop

Zone 1

From AI Hype to Operational Reality

Zone 2

From CSAT to Predictive CX

Zone 3

The Human and AI Workforce Rebalance

Featuring:

CX Women’s Leadership Alliance Workshop

Schedule

Jump to:

Schedule-at-a-Glance is preliminary and will be continuously updated as additional information becomes available.

Saturday, October 17, 2026 | Arrival Day

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7:00 pm

Suggested Arrival Time

Arrive Saturday to participate in the networking activity on Sunday.

Sunday, October 18 | 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.

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7:45 am

Welcome Breakfast for Customer Engagement Leadership Council Members

*Please note participation is exclusive to Council members only.

For more information on the Customer Engagement Leadership Council, click here.

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8:45 am

Networking Activity

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2:15 pm

Customer Engagement Leadership Council Annual Meeting

*Participation is reserved for Council members only. For more information on the Customer Engagement Leadership Council, click here.

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4:00 pm

Sponsor Workshop & Orientation Reception

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5:30 pm

Customer Engagement Leadership Council Annual Meeting Concludes

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6:00 pm

Presenter & Thought Leader Orientation

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

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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.

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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 19, 2026 | General Session and Solutions Hall

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8:00 am

Registration, Continental Breakfast, and Solutions Hall

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8:45 am

KICKOFF and HEADLINER – CX at the Inflection Point: From Implementation to Transformation

Michele Crocker, Senior Vice President Global Contact Center Operations, The Travel Corporation

Headliner:

Michele Crocker
Senior Vice President Global Contact Center Operations
The Travel Corporation

Why You Should Listen to Michele:
Bio is forthcoming.

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9:30 am

Energizer

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

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9:35 am

EXECUTIVE INSIGHT – The AI Readiness Reality Check

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10:05 am

Navigating the 22nd Annual Customer Contact West: A Frost & Sullivan Executive MindXchange

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10:15 am

Session to Session Travel Time

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10:20 am

CONCURRENT COLLABORATION ZONES – CASE HISTORIES

Case Histories explore a specific use case and include informal conversations that draw upon the experience and expertise of the featured executive, company, and participants.

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11:20 am

Solutions Hall, Networking and Refreshments

Step into the Hall to explore innovative products and services designed to help you solve everyday challenges and uncover new opportunities. Walk away with practical ideas and solutions you can put to work right away.

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11:50 am

INTERACTIVE CONCURRENT SESSIONS

Choose one of the following interactive sessions:

SOLUTIONS WHEEL

Get a quick pulse on solutions and services that can help solve your challenges. In one efficient and fun session discover potential fits through a series of rapid fire, one-on-one meetings with leading sponsors. Walk away knowing exactly which providers to circle back with, without sitting through lengthy pitches.

-OR-

THE FIX

Share your smarts! Choose from four themed brainstorming sessions and crowdsource solutions to some of the toughest challenges in customer experience and customer contact today. These are fast-paced, 15-minute sessions with three rotations, so you’ll get a variety of perspectives. Spots are first come, first served–so choose wisely. Each group builds on the last, creating a growing list of practical, ready-to-use ideas to tackle these common challenges.

The Fix on AI Governance

The Fix on Continuous Improvement

The Fix on Back Office Agent Accountability

Paul Grubic, Director, Contact Center Operations, GE Appliances

Hosted By:

Paul Grubic
Director, Contact Center Operations
GE Appliances

Why You Should Listen to Paul:
Paul is an accomplished Director of Operations with more than 20 years of experience leading high-performing contact centers. Recognized for driving operational excellence and customer experience innovation, he has led large-scale teams, implemented transformational service strategies, and improved performance through data-driven decision-making. Paul specializes in scaling operations, fostering cultures of accountability, and driving continuous improvement across channels. He has a proven track record of improving key metrics, launching new support models, and aligning service delivery with business goals. A strong advocate for operational agility and customer-centric leadership, Paul brings practical insight to the evolving virtual contact center landscape.

The Fix on The Rise of Emerging, Non-Traditional Roles in the Contact Center

Nate Brown, Founder and Executive Director, CX Accelerator

Hosted By:

Nate Brown
Founder and Executive Director
CX Accelerator

Why You Should Listen to Nate:
Nate helps Customer Experience leaders better understand and serve their customers. Known for his innovative perspective and contagious energy, Nate has worked across the CX ecosystem as a practitioner, consultant, and analyst. His experience includes building contact centers from the ground up, leading complex CX functions, and helping organizations create stronger employee-customer connections. Named by Kustomer as “the most impactful influencer in the CX landscape for 2023,” Nate also serves as Executive Director of CX Accelerator, a global community supporting CX professionals. When not “CX’ing”, he is a competitive disc golfer, certified pickleball instructor, husband and 2X girl dad.

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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.

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1:40 pm

Session to Session Travel Time

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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.

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2:45 pm

Solutions Hall, Networking and Refreshments

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3:15 pm

INTERACTIVE CONCURRENT SESSIONS

Choose one of the following interactive sessions:

SOLUTIONS WHEEL

-OR-

PROBLEM-SOLVING CROWDSOURCE – Navigating Change: Building Trust & Driving Adoption

As technology, roles, and expectations keep shifting, building trust and driving adoption can be a real challenge for customer contact leaders. This session taps into the group to crowdsource practical ways to navigate change — and uncover opportunities to rethink and reinvent how work gets done.

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4:05 pm

Navigating the 22nd Annual Customer Contact West: A Frost & Sullivan Executive MindXchange

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4:10 pm

EXECUTIVE BULLETIN – Garbage In, Garbage Out: Fixing Your Data to Unlock AI Value

Laura Dunwoody, Director, Technology Services, Resident Experience, City and County of Denver

Abstract:
Your organization wants to meet customer demand for digital solutions. AI is knocking at the door! Delivering great customer experience has never been so inexpensive! Is your data ready? I doubt it. Before you spend money on an AI solution, come learn the critical data MVPs for a successful digital transformation and why it’s worth the effort.

Action Items:

Remove anachronism from your data
Reduce root data language to a 6th Grade Reading Level
Scrub data for inconsistency which will drive inconsistent responses
Ensure data compliance with ADA regs

Rockstar Insight:

Laura Dunwoody
Director, Technology Services, Resident Experience
City and County of Denver

Why You Should Listen to Laura:
Laura has been leading Customer Service efforts for over 2 decades. She’s been hands on as the functionality has evolved from service delivery 100% via telephone to expansive digital service channels. Laura will guide you through the hows and whys of giving your customer what they are demanding….. digital experience.

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4:40 pm

INDUSTRY PERSPECTIVE – Rebuilding Operations, Talent & Metrics for the Next Era of CX

Tricia Estrada, Director of AOG Operations, Honeywell

Rockstar Insight:

Tricia Estrada
Director of AOG Operations
Honeywell

Why You Should Listen to Tricia:
Bio is forthcoming.

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5:15 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 to be served.

Tuesday, October 20, 2026 | General Session and Solutions Hall

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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.

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8:00 am

Continental Breakfast and Solutions Hall

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8:45 am

HEADLINER – The New CX Equation: Turning Experience into a Revenue Engine

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9:30 am

Energizer

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

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9:35 am

ASK THE EXPERTS! Panel Discussion – CX ROI for the CFO

Panelists Include:
Lance Thompson, Director, Customer Experience, Mercury Insurance

Panelists Include:

Lance Thompson
Director, Customer Experience
Mercury Insurance

Why You Should Listen to Lance:
Bio is forthcoming.

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10:25 am

Navigating the 22nd Annual Customer Contact West: A Frost & Sullivan Executive MindXchange

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10:30 am

Solutions Hall, Briefing Sessions, Networking and Refreshments

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11:15 am

CONCURRENT COLLABORATION ZONES – THINKTANKS

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

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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.

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1:35 pm

Session to Session Travel Time

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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.

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2:40 pm

Session to Session Travel Time

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2:45 pm

The Human + AI Contact Center: Rethinking the Economics of Cost, Talent, and Experience

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3:15 pm

Solutions Hall, Briefing Sessions, Networking and Refreshments

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3:55 pm

FIRESIDE CHAT – Turning VoC into Enterprise Change

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4:25 pm

CAPSTONE – Shifting Your Perspective: Step Back, See Ahead, Redefine Your Role

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5:00 pm

22nd Annual Customer Contact West Olympics Team Captain Reveal

Gather ’round spirited competitors! The moment we’ve all been waiting for is here – it’s time to choose our Olympics Team Captains!

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5:05 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!

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5:30 pm

22nd Annual Customer Contact West Olympics

Gear up for a night of Olympic fun! Not to be missed: the amazing spread we’ll be serving for dinner!

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8:00 pm

Karaoke After Hours!

Whether you’re a karaoke legend or just in it for the laughs, this is the perfect chance to unwind, cheer on peers, and make some unforgettable memories! Snacks & drinks to be served.

Wednesday, October 21, 2026 | General Session, Solutions Hall and CX Women’s Leadership Alliance Workshop

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7:00 am

Early Risers 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.

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8:15 am

Continental Breakfast and Solutions Hall

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8:45 am

The AI-Equipped Agent: Smarter, Faster, Exceptional

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9:20 am

THE WORKFORCE REENGINEERED – Executing Across Remote, Hybrid, and On-Premise Realities

Remote Agents/Work: What Caught Us Off Guard (and What to Do About It)

Christopher Trujillo, System Director of Workforce Management, Memorial Hermann Health System

Abstract:
As agents and leaders face increasing disarray, we’ll explore practical strategies for building successful remote teams through structured coaching, transparent performance metrics, targeted upskilling, and leadership engagement that drive accountability, employee ownership, and stronger operational performance.

Action Items:

Implement structured coaching and transparent KPI visibility
Create targeted training tied to measurable performance outcomes
Build accountability through leadership engagement and remote work standards

Rockstar Insight:

Christopher Trujillo
System Director of Workforce Management
Memorial Hermann Health System

Why You Should Listen to Christopher:
Chris is a workforce management leader with more than 20 years of contact center expertise, recognized for building high-performing teams, optimizing operational efficiency, leading large-scale virtual agent transitions, and delivering millions in annual cost savings. A finalist for the 2024 Society of Workforce Planning Professionals Person of the Year award, he combines data-driven strategy, collaborative leadership, and dynamic execution to consistently deliver measurable results and lasting impact.

-FOLLOWED BY-

Hybrid: Harder Than It Looks to Get Right

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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, EVP/Chief Business Officer, iQor

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10:35 am

WELCOMING REMARKS - What Makes Today Unique? Defining Purpose, Values, and Vision

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10:45 am

PANEL DISCUSSION - Conversations with CX Women Trailblazers

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11:45 am

INTERACTIVE - Finding Your Leadership Mirror

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12:30 pm

Networking Luncheon

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1:30 pm

THE FIX on Your Personal Journey – Creating Your Action Plan

Participate in four 15-minute brainstorming rounds designed to produce clear, practical actions you can apply immediately. Each group will build on the ideas left by the group before it, resulting in a set of practical, actionable solutions to familiar challenges.

The Fix on Focusing on Myself

The Fix on Mastering My Inner Critic

The Fix on Women Championing Women in the Workplace

The Fix on Allyship Supporting Women’s Visibility and Advancement

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2:45 pm

THE KEY TAKE AWAYS

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3:00 pm

Content for the 22nd Annual Customer Contact West Concludes

See you and your team April 11-14 in Ft. Lauderdale at Customer Contact East!

Register Now!

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