The Future of CX Depends on the People Behind It.
CCW Executive Exchange | November 2-4, 2026 | Miami, FL
Dr. Kalifa Oliver
Senior Director, Technology – People Analytics | Executive Advisor & Author
Lowe’s Companies Inc.
Dr. Kalifa Oliver is a global HR leader, award-winning Employee Experience strategist, and author of I Think I Love My Job: Secrets to Designing a People-Centered Employer Value Proposition.
She is known for blending data analytics, people-centered design, and customer experience philosophy to reimagine the employee experience. A distinguished scholar and speaker, she bridges academia and business with research, insights, and storytelling that inspire executives and future leaders alike.
KEYNOTE | The Hidden Multiplier: How Employee Experience Powers CX in an Agentic World
Exclusive Insights From the Leaders Behind Today’s Most Innovative CX Strategies
The CCW Executive Exchange takes a more focused approach to industry connection—hand-selecting leaders for their ability to turn CX vision into action. Through interactive discussions, these industry leaders will share the strategies, approaches, and lessons behind the customer experiences they’ve built and scaled.
Agenda at a Glance
| Monday | November 2 | TUESDAY | November 3 | wednesday | november 4 |
|---|---|---|
| 9:00 AM Check-In Opens + Refreshments | 7:30 AM Breakfast + Morning Workshop | 8:00 AM Breakfast + CMP Roundtable |
| 9:30 AM Welcome Orientation + Ice Breaker | 8:00 AM Panel | 8:30 AM Main Stage |
| 9:45 AM CMP Executive Priorities | 8:30 AM Keynote | 9:00 AM CCWomen Panel |
| 10:05 AM Opening Panel | 9:15 AM AM Break | Café by Conduent | 9:30 AM Business Meetings |
| 10:45 AM Welcome Brunch | 9:45 AM Business Meetings | 10:00 AM Snack Break |
| 11:45 PM Business Meetings | 11:15 AM MasterClasses | 10:45 AM Executive Policy Briefing |
| 1:25 PM Quickfire Showcase | 11:45 AM Lunch | 11:15 AM Deep Discussion |
| 2:05 PM PM Break | Biohack by Buwelo BPO | 12:45 PM Think Tanks | 12:00 PM Exchange Concludes |
| 2:30 PM Peer Exchange | 1:45 PM Business Meetings | |
| 3:30 PM Business Meetings | 2:45 PM PM Break | Cool Under Pressure | |
| 5:15 PM Think Tanks | 3:15 PM Workshop | |
| 6:00 PM Poolside Reception | Meet Me at the Miami Market | 4:15 PM Case Study | |
| 4:45 PM Main Stage | ||
| 5:30 PM Offsite Reception | Tropical State of Mind at Amazónico Miami |
Program Themes
Grounded in executive priorities and industry research, the program themes spotlight the trends, challenges, and strategies defining the next era of customer contact. Click each theme to explore the conversations shaping what’s ahead.
Fix Knowledge Friction
Fragmented content, disconnected systems, and inconsistent guidance continue to slow resolution, increase effort, and reduce confidence across both frontline teams and self-service experiences.
Make Automation Deliver
Automation expands value when workflows, adoption, governance, and operational execution evolve alongside technology investment.
Turn Signals into Action
Organizations have more customer and operational data than ever. The challenge is improving visibility, prioritization, ownership, and speed to decision-making.
Prepare Teams for More Complex Work
As lower-effort interactions move toward automation, frontline teams are increasingly responsible for escalations, exceptions, and emotionally nuanced conversations.
Who Attends?
Built For Leaders Responsible For:
✔ Customer Experience Strategy
✔ Contact Center Operations
✔ Digital Transformation
✔ Customer Service Technology
✔ AI & Automation Initiatives
✔ Workforce Optimization
✔ Customer Journey Transformation
Qualification Criteria
✔ Active project requirements with solution needs
✔ Directly controls or influences budgetary decisions
✔ Directly controls or influences CX, customer contact, or operations strategy
Why Attend
The Exchange Experience
A curated environment designed around quality over quantity — bringing together the right people, with the right priorities, at the right time.
Invite-Only Access
Connect with a community of senior decision-makers shaping the future of customer experience, operations, and technology. Every attendee is carefully selected to ensure relevant conversations and valuable peer connections.
Conversations that Move the Needle
Move beyond surface-level networking with direct, focused discussions designed to uncover challenges, exchange strategies, and identify opportunities for collaboration.
Intimate by Design
With a limited group of executives, every conversation has more value. Build deeper relationships, gain actionable insights, and engage in discussions that continue beyond the event.
Guaranteed Outcomes
Executives come to benchmark and solve. Solution providers come prepared to collaborate. Together, they create conversations that lead to measurable outcomes.