CCW Nashville | October 2026
CMP Intensives
Introducing at CCW Nashville
CMP Intensives
October 6, 2026 | Omni Nashville
CMP Intensives are day-long, interactive training sessions led by CMP practitioner and industry analysts. They focus on skill-building and practical techniques for achieving mission critical priorities within the customer contact and CX function. Each Intensive is CPE eligible and equates to 15 professional development units for CMP Certified (CMPC-A , CMPC-L) professionals.
Track Options
Building an AI Roadmap for Self-Service in CX
Built for strategic decision-makers, IT professionals, and CX leaders responsible for transformation, this CMP Intensive delivers a practical framework for building and scaling AI-powered self-service strategies. Learn from industry experts how to create stronger AI business cases, align stakeholders across the enterprise, and prioritize investments that improve customer adoption and operational performance. This full-day intensive equips leaders with actionable tools to confidently navigate evolving AI technologies and drive measurable business outcomes.
Gain access to CMP Diagnostic Tools:
- Channel optimizer (Self-Service or Live Support)
- Prism Dashboards
Managing the Change of an AI-Augmented Workforce
Designed for customer contact and CX leaders driving AI transformation, this CMP Intensive provides practical strategies for leading teams through the operational and cultural impact of AI adoption. Learn how to increase AI readiness, improve employee engagement, and equip managers to accelerate adoption and ROI across the organization directly from industry experts. Through research-backed frameworks and peer discussion, attendees gain actionable approaches for building a resilient, AI-augmented workforce.
Gain access to CMP Diagnostic Tools:
- Customer Contact Persona Diagnostic Tool
- Agent Staffing Calculator
Key Benefits
Managing the Change of an AI-Augmented Workforce
- Maturity score on your organization’s AI readiness
- Preliminary skills assessment of your workforce’s AI readiness and day-long access to CMP’s Employee Persona Tool, which identifies the potential hires and existing team members with the skills required to work in today’s work environment
- Comparison of your organization to industry benchmarks on key employee metrics like ESAT, Attrition and CSAT and day-long access to CMP’s Staffing Calculator, which helps you run scenarios for how you should be staffed relative to self-service and AI investment.
Building an AI Roadmap for Self-Service in CX
- An assessment of customer readiness for AI using CMP’s Channel Optimizer Tool
- AI investment business case template
- Template for business and IT requirements gathering for AI investments
Instructors
Nicole Kyle
Chief Product Officer | CMP
Jordan Zivoder
Head of Quantitative Research | CMP
Geoff Burbridge
Founder & Principal | Human Edge Advisory
Lance Gruner
Former EVP of Global Customer Care | Mastercard
Register Now
Standalone Intensive Pass: $1,999
Plan on attending CCW Nashville? Add this Intensive to your CCW Nashville ticket and save $500.
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