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.