Customer Contact Week Executive Exchange November
November 2-4, 2026 | Miami, FL
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.
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
Celeste Boyd-Spear
VP, Customer Care
AT&T
Celeste Boyd-Spear is Vice President of Customer Care, leading a global team dedicated to optimizing the customer journey through service, sales, technical support, retention, and centralized operations.
Celeste has held diverse leadership positions, including Vice President and General Manager of Retail Sales and Distribution, oversaw one of the nation’s largest customer bases and achieved consistent revenue growth.
Keri Hissim
AVP, Workforce Strategy
AT&T
Keri Hissim is a senior executive and transformation leader with extensive experience across workforce strategy, customer care, operations, and retail. In her current role at AT&T, Keri leads Workforce Strategy, shaping a multi-year approach to the future of work that brings together people, AI, technology, skills, and new ways of working.
Today, Keri is particularly passionate about how AI is changing the workforce. Her work focuses on moving beyond simply automating existing processes to rethinking how work should be designed, where human capabilities create the greatest value, and how organizations can prepare their people and leaders for an increasingly AI-enabled future.
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.
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.
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
Skip the Vendor Noise
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.
1:1 Business Meetings
Meet Your Most Relevant Providers
Connect With Our Team
We’ll walk you through the Exchange experience and ensure it’s aligned with your role and objectives.
Share Your Priorities
Fill out your profile form to provide your key initiatives, challenges, and areas of focus. This information is used to curate meetings that align with what matters most to you.
Get Matched With Solution Providers
Receive a personalized meeting schedule — ensuring every conversation is relevant and valuable.
Meet & Discover
Participate in curated 30-minute meetings designed around your priorities. Compare solutions, validate approaches, and connect with providers aligned to your business needs.