Executive exchange
CCW Executive Exchange Chicago 2026
Three days with 80 or so senior CX and contact center leaders at the Radisson Blu Aqua. AmplifAI sponsored the event app and presented a customer session with Omnicare365.
About this event
The CCW Executive Exchange is Customer Contact Week's small-format meeting: about 80 senior contact center and CX leaders, no expo hall, no badge scanners, three days of closed sessions and one-to-one meetings in downtown Chicago. The August 2026 programme was built around the questions every operations leader was carrying at the time: what to measure now that AI agents share the phones, how to pair automated QA with coaching that changes behaviour, and what performance management looks like when the workforce is people, partners and bots. Event site.
AmplifAI was the mobile app sponsor, so the event app every attendee used for three days carried our name. On stage, Steve Bryant of Omnicare365 joined us for "The Network Effect That Keeps Auto QA and Customer Analytics Under Control": how a contact center keeps 100% automated quality and customer analytics in step when both run on the same platform, and what it changed in his operation.
One question came up in almost every conversation that week: the AI agents are live, so who is checking their work? The teams furthest along had an answer, and it is the same one that applies to human agents. Grade all of it.