CCW Chicago 2025 - Executive Exchange
on the floor
CCW Executive Exchange Chicago convened senior CX and contact-center executives in an intimate, strategy-first setting at The Radisson Blu Aqua.
The agenda combined Think Tanks, masterclasses, business meetings, and panels—all designed around themes like Automate Smarter, Personalize Every Interaction, and Master Self-Service.
Showcased
1Point1 created a moment of calm in the strategy whirlwind: our relaxing OnPoint Lounge offered a space to reset and think clearly.
On Day 2 (August 12), Akashanand Karnik delivered a session exploring how to distinguish generative AI hype from strategies that yield real business outcomes.
We had a fun surprise for the attendees offering a golden ticket. We balanced energy, empathy and fun throughout the event.
It was a straight talk on why so many AI projects in CX miss the mark, and how to design AI that actually resolves issues, earns trust, and removes friction for customers.
The session concluded with some Q&A and discussions about how the next chapter of CX is resolution-first, systems that solve, learn, and anticipate in real time, with humans focused where judgment matters most.
asked us
In high-trust dialogue, leaders focused on:
- Delivering AI for results, not hype—what makes digital deflection meaningful?
- How restful, reflective spaces like Inside Out fuel clearer strategic thinking?
- Designing self-service that feels easy, personal, and measurable.
- Balancing automation’s speed with emotional intelligence.
- Building scalable CX acceleration strategies that extend beyond pilot programs.
