AI-Driven Agents, Human-Centered Service
July 21 - 22, 2026
| Free CX Network Webinar Series
John McCahan is a Customer Experience and Service Executive Leader. He currently is the CCXO at Fellers, where he is working to transform the Customer Experience end-to-end while leading customer service. Also, he has served on multiple advisory boards in the CX space in AI, customer contact technology, and business process outsourcing. Most recently, John led the CX transformation of the floral gifting eCommerce company FTD post-bankruptcy. He brings a broad range of customer-centric contact center and customer experience strategic leadership, attained in various industries including automotive, banking, logistics, manufacturing, and retail. John has led customer service transformations for both public and privately held companies.
At FTD, John implemented Artificial Intelligence in voice, digital, and agent channels. He believes in building teams of people that effectively solve customer and client problems. His strong ability to build and foster powerful relationships fits his credo of "Find vendors and partners that fit your business." Prior to FTD, John held leadership positions at Avon, Milacron, Fifth Third Bank, Target, and Equifax.
John was a paratrooper and served 8 years in the US Army as a Captain on humanitarian and combat missions. He is an Advisory Board Member for Execs in the Know, a CX thought leader community. Recently, he was named to the "100 Leaders Transforming Customer Experience." John holds a Bachelor's degree in History from the Pennsylvania State University.
Day One - July 21
10:00 AM Panel | Navigating contact centre transformation at every scale
For some organizations, contact center transformation moves very quickly, deploying voice AI in 45 minutes and cutting call volume by 15 percent in three days. For others, it means being deliberately careful, navigating data and security in the world of a smaller operation where ROI on AI can take longer to show up.
In this panel, two CX leaders at very different stages of the transformation journey will compare notes and strategies for CX leaders at different levels of size, budget and maturity. John McCahan, CXO at Fellers, is modernizing a business that until recently ran on little to no integrated tech, and is enshrining customer-centricity along the way. Tristan Rayroles heads CX for Orange's wholesale and international B2B markets, where transformation often means working smart with more limited means and navigating tight security requirements.
The panellists will explore what transformation looks like from different starting points. We'll discuss the key principles that apply to any contact center transformation and the key learnings from different types of business structure. Looking at the critical success metrics and the build vs. buy decisions many leaders are making currently, our panellists will have an open conversation about what works and what doesn't in contact center transformation.
Attendees will learn:
- How to build the business case for transformation when starting from legacy tech
- Why the metrics you choose define the culture of your contact centre, and which to consider
- What smaller operations can realistically expect from AI investment and in what timeframes
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