SATURDAY, OCTOBER 17, 2026 | ARRIVAL DAY
7:00 PM
Suggested Arrival Time
Arrive Saturday to participate in the networking activity on Sunday.
SUNDAY, OCTOBER 18, 2026 | 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.
7:45 AM
Welcome Breakfast for Customer Engagement Leadership Council Members
*Participation is reserved for Council members only. Click here [6] to learn more about the Council.
8:45 AM
Networking Activity
2:15 PM
Customer Engagement Leadership Council Annual Meeting
*Participation is reserved for Council members only. Click here [6] to learn more about the Council.
4:00 PM
Sponsor Workshop & Orientation Reception
5: 30 PM
Customer Engagement Leadership Council Annual Meeting Concludes
6:00 PM
Presenter & Thought Leader Orientation
6:45 PM
Participant Meet ‘n’ Greet
7:30 PM
Welcome Networking Reception & Event Kickoff
MONDAY, OCTOBER 19, 2026 | GENERAL SESSION AND SOLUTIONS HALL
8:00 AM
Registration, Continental Breakfast, and Solutions Hall
KICKOFF and HEADLINER – CX at the Inflection Point: From Implementation to Transformation
9:30 AM
Energizer
9:35 AM
EXECUTIVE INSIGHT – The AI Readiness Reality Check
Navigating the 22nd Annual Customer Contact West: A Frost & Sullivan Executive MindXchange
10:15 AM
Session to Session Travel Time
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.
11:20 AM
Solutions Hall, Networking and Refreshments
11:50 AM
INTERACTIVE CONCURRENT SESSIONS
SOLUTIONS WHEEL
Get a quick pulse on solutions and services that can help tackle your challenges. In one efficient, fun session, you’ll connect with leading sponsors through a series of rapid-fire, one-on-one meetings. Walk away knowing exactly which providers are worth a deeper dive–without sitting through long, drawn-out pitches.
11:50 AM
THE FIX – Crowdsourcing Tactical Solutions to Our Most Vexing Challenges
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 Identifying AI Use Cases in Your Organization
THE FIX on Continuous Improvement
THE FIX on Back Office: Connecting Hidden Workflows to Customer Operations
THE FIX ON The Rise of Emerging, Non-Traditional Roles in the Contact Center
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, 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.
3:15 PM
INTERACTIVE CONCURRENT SESSIONS
SOLUTIONS WHEEL
Get a quick pulse on solutions and services that can help tackle your challenges. In one efficient, fun session, you’ll connect with leading sponsors through a series of rapid-fire, one-on-one meetings. Walk away knowing exactly which providers are worth a deeper dive–without sitting through long, drawn-out pitches.
3:15 PM
PROBLEM-SOLVING CROWDSOURCE – Navigating Change: Building Trust & Driving Adoption
4:05 PM
Navigating the 22nd Annual Customer Contact West: A Frost & Sullivan Executive MindXchange
4:10 PM
EXECUTIVE BULLETIN – Garage In, Garbage Out: Fixing Your Data to Unlock AI Value
4:40 PM
CAPSTONE – Rebuilding Operations, Talent & Metrics for the Next Era of CX
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
6:45 AM
Early Risers Run/Walk
8:00 AM
Continental Breakfast and Solutions Hall
8:45 AM
HEADLINER – The New CX Equation: Turning Experience into a Revenue Engine
9:30 AM
Energizer
9:35 AM
ASK THE EXPERTS! Panel Discussion – CX ROI for the CFO
10:25 AM
Navigating the 22nd 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
CASE HISTORY – The New Economics of CX
3:15 PM
Solutions Hall, Briefing Sessions, Networking and Refreshments
3:55 PM
FIRESIDE CHAT – Turning VoC into Enterprise Change
4:25 PM
CAPSTONE – Shifting Your Perspective: Step Back, See Ahead, Redefine Your Role
5:00 PM
22nd Annual Customer Contact West Olympics Team Captain Reveal
Gather ’round beach lovers & spirited competitors! The moment we’ve all been waiting for is here – it’s time to choose our Beach Olympics Team Captains!
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!
5:30 PM
22nd Annual Customer Contact West Beach Olympics
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!
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 ALLIANCE WORKSHOP
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.
8:15 AM
Continental Breakfast and Solutions Hall
8:45 AM
HEADLINER – The New, AI-Augmented Agent
9:25 AM
THE WORKFORCE REIMAGINED – Quick Consecutive Insights, Questions and Answers
Remote: What Caught Us Off Guard
– FOLLOWED BY –
Hybrid: What’s Harder Than Expected
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
10:35 AM
WELCOMING REMARKS - What Makes Today Unique? Defining Purpose, Values, and Vision
10:45 AM
PANEL DISCUSSION - Conversations with CX Women Trailblazers
11:45 AM
INTERACTIVE - Finding Your Leadership Mirror
12:30 PM
Networking Luncheon
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
2:45 PM
THE KEY TAKE AWAYS
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!
Jump to:
OCTOBER 18 [2]
OCTOBER 19 [3]
OCTOBER 20 [4]
OCTOBER 21 [5]