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.

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.

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.

Connie is a board-certified healthcare executive where she oversees the Patient Access Organization, leading enterprise access efforts to ensure patients are connected to the right provider at the right time. With over a decade of experience across facility, regional, and national levels—including leadership roles at the VA and Children’s Hospital Los Angeles—she brings a strong track record in operational excellence, digital transformation, and care access innovation. She is passionate about advancing translational care and modernizing healthcare delivery by bridging clinical care, research, data science, and operations to better serve patients.

Mark Levy doesn’t just talk about customer experience—he’s spent over 25 years making it better. From transforming digital experiences at Comcast to leading CX at Frontier Communications, he knows what it takes to blend technology with human connection. As an executive coach, author, and publisher of the Decoding Customer Experience newsletter, he delivers real-world strategies that actually work.

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.

David has spearheaded customer-centric digital transformation for over two decades, pioneering UPS’s Experience Design revolution through data-driven optimization. As a digital transformation leader, he established UPS’s first customer co-creation programs that significantly improved digital experiences on ups.com and across UPS’s global digital ecosystem spanning 225 countries in 38 languages, directly contributing to substantial business growth and enhanced customer satisfaction.

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.