From AI orchestration to the human-centric future of service, here is how to navigate three days of strategy, innovation, and connection at the JW Marriott Bonnet Creek.
As someone who has spent years analyzing the shifts in customer experience, I know the difference between a conference that offers generic advice and one that actually moves the needle. CCW Orlando isn’t just a trade show; it’s a strategic checkpoint for CX leaders. If you are responsible for contact center operations, customer journeys, or digital transformation, this is where you find the clarity to lead your organization through 2026.
This guide helps you navigate the full agenda, understand the strategic themes driving this year’s event, and maximize your ROI. We have analyzed the schedule, mapped the key topics, and highlighted where the most valuable conversations will happen.
In This Guide
- What is CCW Orlando 2026 and who should attend?
- Why should CX leaders attend CCW Orlando 2026?
- CCW Orlando 2026 by the Numbers
- Key Strategic Themes
- Key Keynote Speakers
- Day-by-Day Agenda Breakdown
- Attendance Tips for Maximum ROI
What is CCW Orlando 2026 and who should attend?
Customer Contact Week (CCW) is the world’s largest customer contact event series. For over 25 years, it has served as the meeting place for the brightest minds in the industry. CCW Orlando 2026 brings together leaders from retail, healthcare, finance, and technology to explore best practices, innovative technologies, and essential customer service priorities.
The event takes place January 21–23, 2026, at the JW Marriott Bonnet Creek in Orlando, FL. It is designed for VPs of Customer Care, Directors of Contact Center Operations, CX Officers, and IT leaders who are actively shaping the future of customer interactions.
Why should CX leaders attend CCW Orlando 2026?
The gap between “having a contact center” and “delivering a customer experience” is widening. CCW Orlando provides direct access to the strategies bridging that gap. You will move beyond high-level theory into actionable insights on AI adoption, workforce engagement, and omnichannel integration.
This year’s event places a heavy emphasis on innovation and action. It’s not just about seeing new tools; it’s about understanding how to implement them to drive efficiency and loyalty. With the industry facing pressure to do more with less while increasing personalization, the insights from CCW’s main stage and breakout sessions are critical for staying competitive.
CCW Orlando 2026 by the Numbers
- 3 Action-packed days of content and networking
- 4 Key themes covering AI, Strategy, Training, and Partnerships
- 100+ Solution providers in the Expo Hall
- 3 Headlining keynote speakers including Fortune 500 leaders and Olympians
- 2 Networking receptions to build lasting professional connections
Key Strategic Themes
1. AI & Emerging Tech: Moving Beyond the Hype Artificial Intelligence is no longer a buzzword; it’s an operational necessity. But how do you integrate it without losing the human touch? This track focuses on adopting AI into team operations, overcoming integration challenges, and using emerging tech to foster hyper-personalized interactions.
- Evaluation Criteria: When exploring AI solutions in the Expo Hall, ask: Does this tool streamline agent performance or just add complexity? How does it operationalize data collection to provide meaningful insights?
2. Cross-Functional Partnerships Great CX doesn’t happen in a silo. It requires seamless collaboration between the contact center, marketing, IT, and product teams. This theme explores best practices for forging strong internal partnerships and the importance of employee engagement in delivering end-to-end experiences.
- Evaluation Criteria: Assess your internal structures: Are your CX and contact center functions aligned? How can you use insights from this event to break down barriers between departments?
3. CX Strategy & Insights Data is the fuel for modern CX. This track dives into the latest strategies for gathering valuable data and actioning it across touchpoints. Expect deep dives into journey mapping, design thinking, and innovative approaches to increasing customer satisfaction and loyalty.
- Evaluation Criteria: Look for strategies that turn raw data into “seamless and memorable experiences.” Are you measuring the right metrics to drive loyalty?
4. Training & Upskilling Your agents are your frontline brand ambassadors. Empowering them through upskilling is critical. This theme covers enhancing emotional intelligence, product mastery, and digital fluency to deliver faster, more personalized support.
- Evaluation Criteria: Consider your current training programs. Do they equip agents with the digital fluency needed for 2026? How can you use the frameworks presented here to drive retention and long-term success?
Key Keynote Speakers
Chaunté Lowe 4x Olympian, Founder & CEO, Boundless Resilience A record-breaking high jumper and breast cancer survivor, Chaunté Lowe brings a powerful message of resilience and peak performance. Her story of training through chemotherapy to pursue the Olympics is a masterclass in overcoming obstacles—a vital mindset for any leader navigating the complexities of the CX industry.
Damola Adamolekun CEO, Red Lobster Recognized by Fortune as one of the most powerful people in business, Damola Adamolekun has led iconic brands through strategic growth and transformation. He will share lessons on rebuilding customer trust, course-correcting strategy, and making feedback a boardroom priority.
Ryan Minton Customer & Employee Experience Expert, Best-Selling Author With over 20 years leading world-class hospitality brands like Hilton and Marriott, Ryan Minton combines strategic vision with practical leadership insights. He focuses on creating exceptional customer and employee experiences that drive record revenues and engagement.
Day-by-Day Agenda Breakdown
Day 1: Wednesday, January 21 (Workshops & Warm-Up)
- 9:00 AM: CMP Workshop, CCWomen Summit, & Interactive Workshops
- 6:00 PM: CCW Welcome Party
Strategy: Day 1 is about deep learning and initial connections. The CCWomen Summit is a must-attend for women and allies in the industry, offering a platform for inclusive storytelling and career insights. If you are looking to get certified, the CMP Workshop covers essential leadership competencies. Use the Welcome Party to break the ice before the main content begins.
Day 2: Thursday, January 22 (Main Stage & Expo)
- 8:00 AM: Main Stage Sessions
- 9:45 AM: Expo Hall Grand Opening
- 10:45 AM: Breakout Sessions
- 12:30 PM: Lunch
- 1:30 PM: Sessions Continue
- 5:15 PM: Expo Hall Networking Reception
Strategy: This is the core strategy day. Start with the Main Stage for big-picture inspiration from the headliners. When the Expo Hall opens, don’t just wander—have a plan to visit vendors that solve your specific challenges (AI, CCaaS, Workforce Management). Use the afternoon breakout sessions to dive into specific tracks like AI & Emerging Tech or CX Strategy.
Day 3: Friday, January 23 (Execution & Wrap-Up)
- 9:00 AM: Main Stage Sessions
- 10:30 AM: Expo Hall Networking Reception
- 11:30 AM: Breakout Sessions
- 12:15 PM: CCW Prize Drawing
- 3:00 PM: Conference Concludes
Strategy: Friday shifts to tactical execution. Use the morning sessions to gather final insights on Training & Upskilling. The final Expo Hall reception is your last chance to finalize conversations with vendors or peers. Stay for the prize drawing—it’s a fun way to end the event on a high note.
Attendance Tips for Maximum ROI
Before the Event
- Define Your Objectives: Are you there to evaluate new tech, find a BPO partner, or learn about AI? Knowing your “why” will keep you focused.
- Pre-Book Meetings: Don’t leave networking to chance. Reach out to key speakers or vendors on LinkedIn to set up coffee chats.
During the Event
- Divide and Conquer: If you are attending with a team, split up to cover different breakout tracks. reconvene at lunch to share notes.
- Visit the Expo Hall Strategically: The hall is filled with solutions for AI, Communications, Insights, and Services. Focus on the categories that align with your 2026 roadmap.
- Join the CCWomen Community: Even if you miss the summit, look for CCWomen networking opportunities to connect with this inclusive community.
After the Event
- Actionable Debrief: Within 48 hours, summarize your top 3 takeaways and share them with your leadership team.
- Follow Up: Send personalized notes to the new contacts you made. The value of CCW extends far beyond the three days in Orlando.
Register for CCW Orlando 2026
Don’t miss the chance to shape the future of your customer contact operations.
- End User Standard Rate: $2,499 (Look for BOGO deals or Early Bird savings)
- Vendor Rate: $5,499
Visit the official website for full details: Customer Contact Week Orlando
Related Resources
Enjoy the show!
