CCW Executive Certificate Series

Leadership in AI for Customer Contact Executives

Monday, January 27, 2024 | 9:00 AM - 5:00 PM

Access to this certificate program is included with the CCW Orlando conference pass.

This intensive, full-day certificate program is designed for customer contact leaders who are ready to move beyond the theoretical and take ownership of AI implementation. With a focus on establishing leadership, aligning technology investments with business objectives, and future-proofing your customer contact organization, this program delivers the actionable insights and frameworks you need to deliver AI-driven transformation.

Fed up with hypotheticals?

Looking to take ownership of AI to Transform your Contact Center?

The CCW Leadership in AI for Customer Contact Executives Certificate program, led by globally recognized thought leader in AI and workforce strategy, Serena Huang, pivots from the theoretical to the tangible, equipping you with actionable AI strategies tailor-made for customer contact and CX leaders who need results, not another slide deck of empty promises.

TODAY’S TOP AI CHALLENGES FOR CUSTOMER CONTACT LEADERS

Are you:

Struggling to confidently source tech and navigate a noisy vendor market?
Navigating complex tech implementations amid resistance to change?
Feeling the pressure to close skill gaps due to rapid shifts in technology?
Developing the next generation of well-rounded leaders?
Building an adaptable AI strategy as technology and customer needs evolve?

If these issues resonate, you are not alone. CCW Orlando’s Executive Certificate Program addresses these exact challenges. Join us for a dynamic, hands-on program packed with actionable insights and tangible strategies to elevate your leadership and drive success.

HOW THE CCW EXECUTIVE CERTIFICATE SERIES CAN HELP

At CCW, we understand the real challenges customer contact leaders face today. The Executive Certificate Program provides you with the tools and insights to address these issues and grow as a leader. In this program, you will:

Own your Strategy:
Learn how to lead AI initiatives that are aligned with your organization's goals, ensuring successful adoption and measurable impact.

Invest in the right technology:
Gain practical insights on how to evaluate and choose AI solutions that deliver a clear return on investments and create long-term efficiencies.

Empower your teams to leverage AI effectively:
Discover how to structure and train your teams to effectively integrate AI into their operations.

Future-proof your Operations:
Build scalable, adaptable AI strategies that position your customer contact organization to thrive as technology evolves.

Program Details

	Lead with Purpose: Driving AI Strategy Aligned with Business Goals
	Discover the leadership frameworks needed to guide successful AI initiatives that align with organizational objectives. This session will equip you to take ownership of your AI strategy, ensuring that every initiative you lead is purpose-driven, impactful, and aligned with measurable business goals.

	Empowering Your Workforce: Preparing Teams to Leverage AI Effectively
	Explore strategies for structuring, training, and supporting your teams to maximize the value of AI. This session covers best practices for upskilling, fostering AI literacy, and building a culture that empowers employees to use AI tools confidently and effectively in their day-to-day roles.

	Making Smart AI Investments: Evaluating Technology for Maximum ROI
	Learn how to assess AI solutions with a focus on long-term value and operational efficiency. This session provides tools and criteria for evaluating and selecting AI technologies that align with your budget, deliver a strong return on investment, and create sustainable efficiencies across your contact center organization.

	Future-Proofing Your Contact Center: Building Scalable AI Solutions
	Gain insights into designing flexible, scalable AI strategies that adapt as technology and customer needs evolve. This session focuses on creating a forward-looking approach to AI that ensures your contact center remains agile, resilient, and ready to thrive in a constantly changing landscape.

Facilitator

SERENA HUANG

Data and AI Executive | Founder and CEO of Data with Serena

Dr. Serena Huang is a top AI speaker and globally recognized innovator, renowned for her ability to bridge the gap between data analytics and the human side of business. She brings a unique perspective, having served as a data executive at Fortune 100 companies, including GE, Kraft Heinz, and PayPal, and later as a Chief Data Officer in a startup environment. Her insights are not just about numbers; they're about understanding the human impact of data and harnessing its power to create a more productive and healthy workplace A forthcoming author, Dr. Huang is also a regular guest lecturer at top MBA programs, where she shares her passion with the next generation of business leaders.