CCW Pheonix 2024 - Executive Exchange
on the floor
CCW Executive Exchange was held November 13 - 15, 2024 at The Wigwam, Phoenix, AZ, an invitation‑only, high‑impact gathering of senior CX and customer contact leaders.
The event prioritized peer‑level engagement, featuring benchmarking sessions, solution provider meetings, experiential networking, fireside chats, and custom itineraries for focused dialogues.
Sessions were rich in research-backed content, tailored exclusively for senior executives aiming to integrate innovative strategies and ignite transformation in their CX operations.
Showcased
Positioned itself as a trusted partner delivering GenAI‑enabled CX transformation, combining automation with human‑empowered service.
Focused on anticipatory and proactive service models, omni‑channel orchestration, and personalized, data‑driven support, acting as an extension of client teams with context‑rich insights.
Emphasized pre‑scheduled one‑on‑one consultations with senior leaders to discuss business-level transformation, compliance, and CX optimization.
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asked us
- Leaders were interested in deploying GenAI safely and effectively - boosting efficiency, self‑service, and resolution rates, while maintaining compliance and human oversight.
- Senior CX leaders probed how to capture comprehensive journey data and unify insights to enable timely coaching, operational improvements, and predictive personalization.
- Conversations likely revolved around balancing automation and AI with human empathy and governance - ensuring that transformation augments agents and doesn’t erode service quality.
