CCW
Executive Exchange
August 11–13, 2025 | The Radisson Blu Aqua Hotel | Chicago, IL
Where CX strategy leads to execution
As part of the world’s largest customer contact event series, CCW Executive Exchange is designed for senior CX and contact leaders. Through interactive Think Tanks, peer benchmarking, and curated sessions, this invite-only forum helps brands connect, collaborate, and solve challenges efficiently and effectively.
Key Program Themes
Strategies That Move the Needle.
At the CCW Executive Exchange, senior customer experience leaders share practical approaches to today’s toughest challenges — from rising customer expectations to operational pressures. Walk away with peer-tested ideas you can apply right away to improve service, boost loyalty, and drive meaningful outcomes.
Automate Smarter, Operate Faster
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Personalize Every Interaction, Drive Result
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Master Self-Service, Maximize Impact
Meet your Speakers
Game-changers. Trailblazers. CX leaders shaping what’s next.L ive on stage, these are the voices redefining customer experience and delivering the ideas that move the needle.
Top voices shaping CX in 2025
Mark
Killick
Killick
SVP, Experiential Operations
Heather
Johll
Johll
VP, Operations Transformation
Megan
Brown
Brown
Director, Advanced Analytics & Data Science
Todd
Unger
Unger
SVP, Experiential Operations
Andrew McIllmurray
Global Head of Support Ops Strategy
Jackie
Counts
Counts
VP, Field
Operations
Operations
Meet 1Point1
at CCW Executive
Exchange
at CCW Executive
Exchange
Looking to elevate CX with speed,
intelligence, and impact?
intelligence, and impact?
Stop by our Inside Out Lounge, a wellness-inspired space to reset and recharge. Expect calming design, curated swag, and a moment of clarity away from the crowd.
Catch Akash's Case Study:
“Is deflection really working? 5 truths driving smarter digital CX”
Day 2 – August 12 at 4:30 PM
We’ll explore what truly drives digitization in customer service—from AI-powered deflection
to real business outcomes—and how to separate the hype from what actually works.
to real business outcomes—and how to separate the hype from what actually works.
Let’s connect, breathe, and reimagine what’s next in CX!
CCW Executive Exchange
Schedule at a glance
Schedule at a glance
Day One
Day Two
Day Three
Mon | August 11
Tue | August 12
Wed | August 13
- 9:00 AM
Check-In & Refreshments
- 9:30 AM
Orientation & Icebreaker
- 9:50 AM
Kick Off + Panel
- 11:00 AM
Think Tanks
- 11:45 AM
Welcome Lunch
- 12:30 PM
Business Meetings / Table Topics
- 2:00 PM
Quickfire Spotlight
- 2:30 PM
Networking Break
- 3:00 PM
Business Meetings / Table Topics
- 4:30 PM
Panel
- 5:00 PM
Comfort Break
- 5:15 PM
Think Tanks
- 6:PM
Offsite Reception
- 7:30 AM
Breakfast Workshop
- 8:15 AM
Chairperson’s Remarks
- 8:20 AM
Headliner
- 9:00 AM
Think Tanks
- 9:45 AM
Think Tanks
- 10:15 AM
Business Meetings / Table Topics
- 11:45 AM
Masterclasses
- 12:15 PM
Networking Lunch
- 1:15 PM
Think Tanks
- 2:00 PM
Business Meetings / Table Topics
- 3:30 PM
Networking Break
- 3:45 PM
Masterclasses
- 4:30 PM
Case Study
- 5:00 PM
Panel
- 5:30 PM
Prize Giveaway & Offsite Reception
- 8:00 AM
CCWomen Networking Breakfast
- 8:45 AM
Headliner
- 9:15 AM
Networking Break
- 9:45 AM
Business Meetings / Workshop
- 10:45 AM
Comfort Break
- 11:00 AM
Deep Dive with CCW Digital
- 12:00 AM
Exchange Concludes
Top Spots Near You!
Experience the best of the Windy City during your stay:
Millennium Park
Snap a photo with “The Bean” and enjoy open-air music at Pritzker Pavilion.
Art Institute of Chicago
One of the oldest and largest art museums in the U.S., just blocks away.
Navy Pier
Iconic views, restaurants, and a 200-foot Centennial Wheel right on Lake Michigan.
The Chicago Riverwalk
Stroll the scenic waterfront dotted with cafés, kayaking, and skyline views.
Lou Malnati’s Pizzeria
Try Chicago's legendary deep-dish pizza just minutes from the venue.
360 CHICAGO Observation Deck
Located in the John Hancock Center—get unbeatable views of the city and lake.
Chicago Theatre
Catch a show or simply admire the iconic marquee outside this landmark venue.
Ready to
reimagine CX?
reimagine CX?
From real-time agent assist to AI-powered insights, we help brands move faster,
serve smarter, and scale what matters
serve smarter, and scale what matters
Let’s talk about what’s next in customer contact.
Let’s TalkOffering transformative customer management insights and the world’s largest customer contact event.
