Visionary Headliners, Rockstars
and Fab Facilitators

Sean is a globally respected thought leader, keynote speaker, and advisor with over 25 years of experience transforming customer service and experience strategies for startups to Fortune 200 companies. As the author of the award-winning 4ROCKS: Reduce Effort, Drive Loyalty, Transform the Customer Journey, Sean reveals how to create loyalty-driving experiences at the intersection of technology and human engagement.

Maribeth is dedicated to deriving actionable insights from feedback provided by oncologists and other specialty providers. Her key responsibilities at McKesson include spearheading Net Promoter Score initiatives, fostering account retention, and enhancing customer engagement. In 2022, she co-founded McKesson’s Voice of Customer Council, which integrates insights from various business segments and customer groups, including physicians, patients, and biopharma partners.

Karen leads enterprise-level initiatives focused on operational excellence, patient experience, and clinic transformation. She oversees multiple cross-functional teams—including Clinic Activations, Operational Capacity, Operational Patient Experience, Project Implementation, and the Ambulatory Float Pool—that are integral to supporting frontline operations and system-wide improvement. With a clinical background as a nurse and over a decade of healthcare leadership experience, Karen brings a strategic and human-centered lens to advancing care delivery across diverse ambulatory settings.

Paola is a seasoned digital strategy and customer experience leader with a passion for turning complex challenges into meaningful growth opportunities. As Director of Digital Strategy at NAPA Auto Parts, Paola champions the voice of the customer across multiple brands, leading transformative initiatives that break down silos, modernize legacy systems, and align cross-functional teams around a unified vision. With deep expertise in customer insight, eCommerce evolution, and digital acceleration, Paola brings a pragmatic yet visionary approach to data-driven experience design. She is a vocal advocate for inclusive leadership, often the only woman at the table—and committed to making sure she’s not the last.

Erin is the Vice President of Digital Customer Experience at OneUnited, an award-winning Community Development Financial Institution (CDFI), the largest Black-owned and first Black-owned digital bank in the nation. She leads efforts to increase customer engagement and drive product innovation. Erin expanded the bank’s ATM network to over 100,000 surcharge-free ATMs – America’s largest – and launched Card Command, a user-friendly card management tool. She also built the OneUnited Customer Success team to deliver proactive, data-driven service, supporting the bank’s mission to close the racial wealth gap and promote financial literacy through technology.

Gavin has over 25 years of experience in customer experience and strategic planning. Over the years his curiosity about what makes people tick and how that leads to innovation has been the cornerstone of his work. He has led CX research and strategy teams for a broad range of products, services, and industries including hospitality, consumer packaged goods, pharma, food & beverage, healthcare, and financial services.

The Director of Customer Experience at Southern California Edison, Jessica has the unique challenge of meeting the needs of over 5 million diverse customers – from billing, power outages, and clean energy solutions. Her team has created a Voice of the Customer Program across the company using data and AI to drive prioritized problem solving to meet aspirational goals.

Spencer has over 25 years of experience in digital workplace transformation for large, medium and small companies in a variety of industries such as Gap Inc, PG&E, Landor and WPP. His obsession is around creating a delightful coworker experience using technology innovations as well as common sense UX.

Shri is a customer-obsessed CX professional who has dedicated her career to “meeting the customers where they want to be met”. Her leadership and advisory roles across diverse industries spanning insurance, fintech, pharmaceutical and telecom have honed her expertise in digital transformation and product strategy, enabling her to contribute significantly to customer-centric product and technology advancements. Using data driven approaches and high-performing teams, Shri has elevated the AI and digital product landscape enhancing customer experiences, and embedding strategic technological innovations across the business.

Michael drives the future of consumer research for Visa’s Business and Economic Insights team. Partnering with Visa’s Chief Economist, Michael’s leadership ensures that consumer insights are seamlessly integrated into Visa’s economic forecasts and strategic initiatives. He manages a diverse portfolio of research vendors, spanning primary, secondary, syndicated, quantitative, and qualitative methodologies, to deliver actionable insights that guide business decisions.

With deep expertise in customer support operations and workforce optimization, I specialize in implementing agent assist solutions that enhance efficiency and service quality. My experience in analytics, process improvement, and AI-driven support tools enables teams to work smarter, not harder, while delivering exceptional customer experiences. By leveraging data and technology, I help organizations create scalable, high-performing support strategies that drive measurable results.

Chloe Duckworth is the co-founder and CEO of Valence AI, an emotion AI startup building the emotional subtitle of the internet for conversational intelligence. Valence models analyze vocal tone to help human and AI agents better understand customers. Chloe has a background in computational neuroscience and previously worked in neurotech at BrainMind. Chloe is also the co-founder of Hope Hearted, a California nonprofit providing supplies and PPE to keep unhoused people safe from COVID and other viral infections.

Christian helps some of the world’s most customer-obsessed brands bring clarity and action to their Voice of Customer programs. He works closely with CX and operations leaders to transform unstructured feedback into measurable improvements across Voice of the Customer, Quality Assurance, coaching, and product strategy.

Ryan draws from his experience building fraud detection and support automation systems at Stripe and has spent his career uniquely bridging engineering, AI, and operational excellence.