Agenda
CX, Rebuilt!
Explore three days of transformative discussions designed to redefine customer success strategies and enhance industry networking.
Collaboration Zones
Customize your agenda! Stick to one zone or explore others. Engage in PowerPoint-free sessions, encouraging creativity and idea sharing.
Schedule
7:00 pm
Suggested Arrival Time
Arrive Saturday to participate in the networking activity on Sunday.
Sunday, October 18, 2026 | Networking Day, Leadership Council Meeting and CX Women’s Workshop
Link in, relax, meet-and-greet during special activities devoted to making new contacts and new friends. Extend the content and networking by attending the CX Women’s Leadership Alliance Workshop.
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. [7]
8:45 am
Networking Activity
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. [7]
Running concurrently with:
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
Click here [8] to view the agenda.
4:00 pm
Sponsor Workshop & Orientation Reception
5:30 pm
Annual Leadership Council Meeting and CX Women’s Workshop Conclude
6:00 pm
Presenter & Thought Leader Orientation
6:45 pm
Participant Meet ‘n’ Greet
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.
8:00 am
Registration, Continental Breakfast, and Solutions Hall
8:45 am
KICKOFF and HEADLINER – CX at the Inflection Point: From Implementation to Transformation
9:30 am
Energizer
Take your thinking cap off and break up your day with a fun, five-minute energizing activity.
9:35 am
EXECUTIVE INSIGHT – The AI Readiness Reality Check
Your AI is live and your customers are still complaining. Or your deployment is months away and you’re already behind. Either way, you could have seen this coming. This session makes the case that AI readiness isn’t a technology decision, it’s a foundation decision and the work starts before you’ve spent a single dollar.
Action Items:
- Redesign your customer journey, map what AI handles versus humans, update knowledge bases and content in parallel, and engage your development team early to document APIs and queue integration work before it becomes a bottleneck
- Establish cross-functional governance early, align CX, IT, Data & Privacy, HR and Finance around shared ownership and clear accountability before the deployment exposes the gaps
- Re-imagine your organizational structure and leadership capability now, your managers need to be ready to operate in an AI-augmented environment before the technology arrives, not after
Rockstar Insight:
Daven Govender
Group Chief Customer Officer
Digicel Group
Why You Should Listen to Daven:
With over 20 years of experience leading customer experience and contact center operations globally, including BPO environments, Daven is a senior CX leader focused on helping organizations make disciplined, ROI-led technology decisions. He has led large-scale, multi-market CX transformations by balancing AI adoption, operational efficiency and customer outcomes, backed by strong people leadership and execution discipline to deliver measurable business impact.
10:05 am
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
-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 Root Cause
Pam Reilly, Senior Manager of Customer Engagement, Waste Management
Hosted By:
Pam Reilly
Senior Manager of Customer Engagement
Waste Management
Why You Should Listen to Pam:
Pam is a Senior Customer Experience Manager at WM with 20+ years of industry experience who has been recognized for her people-first, customer anchored leadership rooted in empathy, authenticity, and frontline credibility. What truly makes her unique is how she blends that foundation with empathetic, people-first leadership, actively listening, asking tough questions, and ensuring the customer voice drives decisions while building trust and accountability across teams.
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.
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
3:15 pm
INTERACTIVE CONCURRENT 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.
Michael O. “Coop” Cooper, Founder & Executive Coach, High Performance Orgs
Rockstar Insight:
Michael O. “Coop” Cooper
Founder & Executive Coach
High Performance Orgs
Why You Should Listen to Coop:
Bio is forthcoming.
4:05 pm
Navigating the 22nd Annual Customer Contact West: A Frost & Sullivan Executive MindXchange
4:10 pm
EXECUTIVE BULLETIN – Garbage In, Garbage Out: Fixing Your Data to Unlock AI Value
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.
4:40 pm
INDUSTRY PERSPECTIVE – Rebuilding Operations, Talent & Metrics for the Next Era of CX
Rockstar Insight:
Tricia Estrada
Director of AOG Operations
Honeywell
Why You Should Listen to Tricia:
With over a decade of experience in customer-facing support, Tricia is a proven leader in global customer experience program management. She brings deep expertise in rebuilding operations by aligning talent, processes, and metrics—driving measurable transformation through data, cross-functional collaboration, and a relentless focus on the customer.
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.
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.
8:00 am
Continental Breakfast and Solutions Hall
8:45 am
HEADLINER – The New CX Equation: Turning Experience into a Revenue Engine
Headliner:
Lee Kemp
Senior Vice President, Customer Success & Transformation
PCNA (Polyconcept North America)
Why You Should Listen to Lee:
Bio is forthcoming.
9:30 am
Energizer
9:35 am
ASK THE EXPERTS! Panel Discussion – CX ROI for the CFO
Mary Cruse, Senior Director – IT Customer Service, First American
Clancey Dollard, Director, 24/7 Support Center, University of Arizona
Lance Thompson, Director, Customer Experience, Mercury Insurance
Panelists Include:
Mary Cruse
Senior Director – IT Customer Service
First American
Why You Should Listen to Mary:
Mary is a seasoned customer service and contact center leader with over four decades of experience across Fortune 500 companies in the airline, healthcare, and financial industries. As Senior Director of IT Customer Service at First American, she leads global support teams and brings deep expertise in service excellence, customer experience, technology, and leadership development. Recognized as an HDI Hall of Fame inductee and AWT Outstanding Executive in Technology, Mary is known for strengthening teams, creating industry best practices, and delivering impressive service.
Clancey Dollard
Director, 24/7 Support Center
University of Arizona
Why You Should Listen to Clancey:
Bio is forthcoming.
Lance Thompson
Director, Customer Experience
Mercury Insurance
Why You Should Listen to Lance:
Lance has 30+ years of insurance experience focused on delivering superior customer service. Throughout his career he has led both cultural and technical transformations in an ever-evolving business. As AI advancements rapidly take hold Lance is focused on adapting his teams to further enhance both service delivery as well as personal development.
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
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.
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
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
The Human + AI Contact Center: Rethinking the Economics of Cost, Talent, and Experience
3:15 pm
Solutions Hall, Briefing Sessions, 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.
3:55 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
5:05 pm
General Session Concludes
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!
8:00 pm
Karaoke After Hours!
Wednesday, October 21, 2026 | General Session and Solutions Hall
7:30 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.
8:45 am
Continental Breakfast and Solutions Hall
9:15 am
HEADLINER - The AI-Equipped Agent: Smarter, Faster, Exceptional
9:55 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)
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.
Hybrid: Harder Than It Looks to Get Right
Rockstar Insight:
Rasheeda James
Vice President of Client Services
Americor
Why You Should Listen to Rasheeda:
Rasheeda is a senior customer experience and operations executive known for scaling high-performing, people-centered organizations through data, technology, and heart-led leadership. As Vice President of Client Services at Americor, she leads large, multi-site contact center operations across the U.S. and nearshore partners, overseeing hundreds of professionals across voice, chat, and digital channels. Rasheeda is deeply committed to servant leadership, community impact, and developing the next generation of leaders. She believes that the strongest organizations are built where accountability, transparency, and compassion coexist.
10:40 am
Solutions Hall, Networking and Refreshments
11:10 am
CONNECT THE DOTS: Key Leadership Take-Aways and Action Items
Nate Brown, Founder and Executive Director, CX Accelerator
Join our panelists as they help participants connect the dots between the event’s key themes, emerging trends, and leadership lessons. Through an interactive discussion, panelists will share their most impactful takeaways while encouraging attendees to reflect on their own insights, identify the opportunities most relevant to their organizations, and define practical actions they can implement immediately to drive meaningful results.
Moderator:
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.