Customer Contact Week Executive Exchange November
November 2-4, 2026 | Miami, FL
An Invite-Only Forum for Senior CX and Customer Contact Leaders
A more focused approach to industry connection, the CCW Executive Exchange creates space for senior-level conversations, shared perspectives, and targeted 1:1 solution discovery — helping attendees turn ideas into actionable strategies.
Why Attend
The Exchange Difference
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.
Featured Speakers
Dr. Kalifa Oliver
Senior Director, Technology – People Analytics
Lowe’s Companies Inc.
Amy Williams
SVP, Global Customer Experience
Rocky Brands
Megan Brown
Director, Global Data Science COE
Starbucks
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 Higher-Complexity Work
As lower-effort interactions move toward automation, frontline teams are increasingly responsible for escalations, exceptions, and emotionally nuanced conversations.
Curated 1:1 Meetings
At the heart of the Executive Exchange are meaningful conversations between leaders navigating the future of customer experience and the innovators helping shape it.
Through our curated 1:1 meeting experience, executives are matched with solution providers based on the priorities, challenges, and areas of focus — creating mutually selected discussions designed around relevance and impact.
These focused conversations complement the broader Exchange experience, giving leaders dedicated time to explore ideas, discover new approaches, and engage with providers aligned to their strategic goals.
Venue
JW Marriott Miami
Situated in the heart of Brickell, the JW Marriott Miami offers a stylish and modern setting for conferences, meetings, and events. The hotel features elegant guest rooms, versatile event spaces, and top-notch amenities, all complemented by easy access to Brickell’s best dining, shopping, and entertainment.
Airline Discounts
Southwest Airlines is pleased to offer CCW Executive Exchange attendees discounted fares. To utilize the discount, book via SWABIZ® using this link. Discount valid for travel from 10/31/2026 to 11/7/2026.
“Having senior executives in a smaller setting brings everyone together for the right reasons — to learn from each other, gain new perspectives, and discover ideas and technology we can bring back to the contact center”
“There’s so much value in attending – The technology I’m looking into they have already had it employed, so they’ve been able to share some of the best practices.”
“The preparation beforehand and curated schedule make it easy to connect with the right companies based on your challenges. The quality of the conversations and follow-up after the meetings has been phenomenal.”
Your Invitation Awaits
Join a hand-selected community of senior leaders for focused conversations, new perspectives, and connections designed to help you navigate what’s next.
Additional Information
IMPORTANT NOTICE ABOUT FRAUD
It has come to our attention that some of our sponsors/exhibitors have been contacted by third parties offering various services in connection with this event, and often implying they work with Customer Management Practice (CMP) or are associated with Customer Contact Week (CCW) events. Please be aware that these third parties are not authorized by, and have no relationship with, CMP or CCW events. CMP has reason to believe that the offers made by these third parties are fraudulent.
Delegate Lists
CMP will provide conference lists to its sponsors/exhibitors in accordance with the terms of their contracts, and as part of the sponsorship investment fee. Any third party demanding an additional fee for such lists is not authorized, does not have access to the conference list, and is likely selling fraudulent and inaccurate information. CMP cannot assume any responsibility for such lists, and sponsors/exhibitors bear the risk that the data may be inaccurate and/or not in compliance with applicable data privacy laws.
Hotel Reservations
CMP negotiates special rates for its attendees at the venue booked for the event. In order to receive these rates and other benefits for the event, sponsors/exhibitors should book through the link that will be provided to you directly by a member of the CCW event team. We have been made aware that third parties may reach out to sponsors offering to book room space for them at the event. CMP is not working with any such third parties, and any reservations they offer to make will not receive the group rates that CMP has negotiated for its attendees. CMP cannot assume any responsibility for any booing made through such third party.
Should you be contacted by one of these third-party scams, please be sure to inform us at [email protected].
Note
No third-party sales: Customer Contact Week doesn’t authorize external sales of attendee lists or travel bookings.
Scam alert: Unsolicited offers for attendee lists or hotel accommodations may be scams.
Official channels only: Use CMP-approved methods for all event arrangements.
End User pricing is applied to individuals directly employed by a brand and responsible for buying or evaluating Customer Contact and CX technology or other partnerships for their organizations.
Vendor pricing is applied to any company that offers products/solutions or consultancy services regardless of the role, responsibility, or job title of the executive considering attendance.
It is at the sole discretion of CMP and CCW to determine the applicable pricing grid by considering these guidelines.
CMP is committed to providing a welcoming and inclusive conference experience for all participants. If you have an accessibility-related need or to inform us of any dietary restrictions, please let us know in your registration profile or email us directly at [email protected], ideally at least four weeks prior to the conference.
