CMP Exchange Series

Greetings from day 2 of the Customer Contact Week CMP Exchange Series Executive Exchange in sunny 🌞 Phoenix! We’re fully booked for 1x1 meetings at our station but happy to connect at networking time! AI Agents for Support are all the buzzzz 🐝🐝

An amazing event indeed! To everyone who joined us, safe travels home, and we hope to see you again in 2025 👋

As the final #CCWExchange of 2024 comes to a close, we hope everyone who joined us is feeling inspired, motivated, and prepared to reach your goals for 2025. ✨ Special thank you to our speakers for bringing their expertise, energy, and passion to every session here in Phoenix. 👏 Becky Ploeger, Natalie Beckerman, Susie Cebulla, Shane Ragland, Ginger W., Saket Kumar, Peter Lopez III, Deana Perrin, Matt Wilson, SK Panda, Shantel Love, Jasmine Reno, Vanessa Hardy-Bowen, Brandy Labinjo MBA, MSA, Monica (Dong) Meyerand, Karen Sung Will we see you in 2025? 🚀 #CMPExchangeSeries

It's Day 2 of the #CCWExchange and we've hit the ground running 🏃💨 A few highlights so far: ➡️ Shane Ragland, SVP of Member Care at Modivcare, shared powerful strategies for navigating healthcare transformation. His approach balances tech adoption with a commitment to human-centered care, empowering teams to stay resilient and motivated through change. ➡️ SK Panda, VP of Global Service Assurance at Comcast Business, gave us a look at the cutting edge of service assurance. He showed how AI, automation, and analytics are setting new standards in proactive customer support, driving improvement, and boosting customer satisfaction. ➡️ Adrian Valenzuela and Shannon Hodges with AmplifAI delivered a masterclass on maximizing AI adoption. Their session offered actionable strategies for building employee buy-in, designing clear implementation pathways, and ensuring AI investments yield lasting impact. Here’s to another impactful day of learning, connecting, and driving real change! #CMPExchangeSeries #CustomerManagementPractice

Glad to see such an inspiring panel come together on Day 2 of #CCWExchange! Big thanks to Karen Sung, Monica (Dong) Meyerand, and Brandy Labinjo MBA, MSA for sharing their insights and to Dr. Hui Curtis for uniting these wonderful women. The CCW Executive Exchange truly empowers leaders across industries to connect and drive meaningful change. Here's to a fantastic final Exchange of 2024! 👏 #CMPExchangeSeries #CCWomen CCWomen

The energy was high during today's Leadership Labs, with conversation surrounding practical insights and strategies that CX leaders can bring back to their organizations.⚡Here's what you missed: 💡 Leadership Lab A | The Power of Partnership: Effective Vendor Management Strategies Focused on strengthening vendor relationships, this session unpacked key strategies for selecting the right partners and driving long-term success. Susie Cebulla led the discussion on aligning vendor goals with operational efficiency and customer satisfaction. 💡 Leadership Lab B | From Strategy to Execution: Continuous Improvement in the Contact Center Matthew Wilson led this roundtable discussion centered around operational excellence and optimizing performance. Attendees explored how to manage a steady pipeline of improvement opportunities, leverage VoC and analytics, and incorporate innovative tools like generative and visual AI to empower teams and boost customer interactions. Ready to join the conversation? Join us at one of our upcoming Exchanges! Contact Jaime Rinaldi to learn more. #CCWExchange #CMPExchangeSeries

🌵Welcome to Day 1 of the #CCWExchange in sunny Phoenix! Customer Contact Week (CCW) Advisory Board Members Becky Ploeger & Natalie Beckerman took the stage to explore today's biggest industry challenges (moderated by Michael DeJager). They shared insights on finding the right balance between automation and human touch, and discussed strategies for strengthening data security in an increasingly digital world. "I address security and compliance like TSA Pre-Check—quick, efficient, and painless, allowing you to check it off easily without the usual hassle." - Becky Ploeger Follow along as we reimagine the future of Customer Contact over the next 2.5 days! #CustomerManagementPractice #CMPExchangeSeries

As we wrap up the #CXOExchange in Orlando today, we want to extend a heartfelt thank you to our wonderful attendees for showing up ready to share, learn, and have the conversations that drive CX excellence. It’s truly been a fantastic few days full of industry experts going beyond the buzzwords into actionable insights. Safe travels home everyone! We hope to see you at the next one ✈️ - The CMP Exchange Team 👏One more round of applause for our amazing speakers👏 Dave Gise Deepak Agarwal Diane Acevedo Dr. Tonya E. Barkley, DBA, MBA, Lieutenant Colonel (Retired) Catie H. James Glover Marisa Claire Smith Rasheeda James, MAOL Sasha Fard, MBA, CCXP Traci (Daniel) Lamm (she/her)

Sandy Ko Fonseca kicked off day 3 of the #CXOExchange alongside Diane Acevedo and Catie Hydeman at the #CCWomen breakfast with a wonderfully honest conversation about the ways leaders can cultivate authenticity and create environments that allow everyone to flourish 🌠