Visionary Headliners, Rockstars
and Fab Facilitators

Interested in Becoming or Nominating a Speaker?

Headliners

Dora Boussias

Dora Boussias

Transformational Leader, Data & Analytics

Dora is an industry-recognized business data and technology thought leader, with deep domain expertise in data & analytics, enterprise architecture, digital transformation. Adept at bridging the gap between Business and IT, comfortable spearheading global change initiatives from strategy to execution. A passionate frequent speaker focusing on the topics of data strategy, data & AI governance, and transformational leadership, Dora is esteemed for her authenticity, strategic pragmatism, and approachability and is a highly sought-out mentor by professionals at various career stages. Dora serves on several advisory boards, leveraging her extensive ~30-year career spanning Financial Services, Insurance, Retail, Education, and Healthcare/MedTech.

Michael “Coop” Cooper

Michael “Coop” Cooper

Founder & Head Executive Coach
High Performance Orgs
Growth Innovation Leadership Council Partner

Coop is passionate about the people side of change. He recognizes changing minds can be difficult but knows often it’s much easier and simpler than we might think. Coop empowers leaders at companies around the world to understand and appreciate the underlying NeuroEfficiencies that people have, to speak directly in terms of what is important to them, and successfully sell their ideas and strategies.

Kevin Gober

Kevin Gober

Senior Director, Arena Talent Experience
Miami HEAT

KG, throughout his extensive leadership journey, has consistently demonstrated a passion for people by developing, inspiring and motivating them, at every level of the organization, to achieve their very best. Aligning the culture between front-line team members and Executive leaders, within organizations he has served, has successfully created, and sustained strong, productive cultures.

Rockstar Insights

Tawana Allen

Tawana Allen

Vice President, Customer Experience
Greater Orlando Aviation Authority
Customer Engagement Leadership
Council Member

Over the past 20 years, Tawana has devoted her career to boosting customer and employee experiences, encouraging innovation, and managing the ongoing changes of the aviation-world. She is a force behind the creation and application of customer experience plans that perfectly synchronize with the overall aims and objectives of the Aviation Authority and bring empowerment to employees.

Shruti Basavaraj Ahluwalia

Shruti Basavaraj Ahluwalia

Head of CX Strategy, Citi Branded Cards and Unsecured Lending
Citi

Shruti is driving the path to create transformational customer-centric experiences across the customer lifecycle at Citi. She brings emerging digital and technology expertise together with business analytics, competitive knowledge, and customer best practices to propel growth.

Allison Boudreau

Allison Boudreau

Area Vice President,
Digital Experience and Education
Calix
Customer Engagement Leadership
Council Member

Allison leads a skilled team of customer engagement, community, and education professionals who are dedicated to helping customers reach their business objectives. She has over 15 years of experience in B2B markets, covering telecommunications, healthcare, and SaaS. She thrives when creating strong relationships with customers and providing value that exceeds their expectations. She is a data nerd who loves to improve programs through CSAT and engagement metrics. Her personal motto is “over prepare, then go with the flow.

Cheryl Colbert

Cheryl Colbert

Director of Customer Experience
Tops Markets

Cheryl’s journey to Customer Experience evolved over the last 33 years. Understanding the operations of business, and spending 8 years in HR, she recognizes that associates are any business’s greatest asset. She helped to design a strategy to keep customers top of mind by solving customers issues a bit more intimately and helping to improve the return rate.

Kaitlyn Daleiden

Kaitlyn Daleiden

Principal UX: Experience Strategy,
Content & Communications
Nordstrom

Kaitlyn is a UX leader and content strategist at Nordstrom, supporting both customer and employee experiences, and advocating for the customer experience to ensure Nordstrom’s digital tools and experiences align with Nordstrom’s company vision of “making customers look and feel their best.” Prior to her time at Nordstrom, Kaitlyn spent 7 years at United Airlines where she specialized in content design, marketing, and personalization in various organizations including sales, technology and product giving her a unique point of view on how to create meaningful and engaging customer experiences.

Heramb Dandekar

Heramb Dandekar

Global Director, User Experience
Whirlpool Corporation

Heramb is a global UX leader known for his knack for identifying enhancements in design and processes across industries. Driven by a passion to humanize technology, he strives to make products and services approachable, desirable, and ubiquitous. Heramb and his teams have successfully influenced large global organizations in both the automotive and consumer goods industries, shifting their focus from the status quo of feature design to creating meaningful and elegant experiences that foster brand loyalty.

Pamela Fusting

Pamela Fusting

Director of Operations, CX
State of Tennessee Department
of Human Services

Pamela engages internal/external partners across all program areas to ensure a seamless, omnichannel customer experience and to grow the Department’s Voice of Customer program. She previously served as Project Director for the Maryland DHS Statewide Contact Center.

Miya Gray

Miya Gray

Vice President Customer Experience & Engagement
Pfizer

Miya has practiced Customer Experience across the healthcare ecosystem in large and small(er) organizations for 20+ years. She believes that CX is a team sport, and, in order to be successful, the customer has to be part of the team – providing input and insights to shape new experiences. As a CX leader, Miya is focused on introducing new and innovative CX capabilities that will positively impact customers as well as add value for internal stakeholders.

Michelle Henry

Michelle Henry

Senior Vice President, Customer Experience
FirstEnergy

Michelle is a Registered Professional Engineer who started her career in nuclear engineering over 30 years ago. Her journey through the electric utility business at FirstEnergy included positions in rates, treasury, policy and compliance, a diverse background that provided unique perspectives to prepare Michelle for her current role of Senior Vice President, Customer Experience. She firmly believes that an exceptional customer experience is the key to any successful organization, and it all starts with the caring and cultivation of its employees.

Demi Lin

Demi Lin

Former Vice President, Global Business Development & Strategic Marketing, Customer Experience and Digital
Axalta

Drawing from over two decades of experience in sales, marketing, strategy, and business development, Demi has consistently delivered measurable results in enhancing customer satisfaction and driving top-line growth. In this presentation, Demi will share innovative insights and practical strategies and practices for enhancing customer experiences.

Karen Mitchell

Karen Mitchell

Senior Director – Product Management
Marriott International

Karen has spent the last 20 years building a successful professional career leading technology strategy and transformation. She is currently employed at the largest hotel company in the world where she is responsible for the strategy and development of a multi-million dollar platform utilized by a 150,000 users across the globe.

Mandy Muller

Mandy Muller

Vice President, Operations Services & Business Integrations
Zaxby’s

Mandy is a guest experience expert, well known in the food & retail industry for her creativity in transforming the guest experience mindset from top leadership to team members on the front line. She’s currently leading guest experience and business integrations at Zaxby’s Franchising, focused on innovative ways to drive a best-in-class restaurant experience while creating a unique, fun and open communication channel for their guests.

Leslie Nelson

Leslie Nelson

Senior Director, Digital Client Experience
HOLLY HUNT

Leslie has over 25 years of experience in building world-class client service teams and strategies for luxury brands, and leading operations for exponential growth. She is currently the Senior Director of Digital and CX at HOLLY HUNT, a luxury furnishings brand now a part of MillerKnoll. Previously, Leslie was the head of operations for Sotheby’s marketplace, and Head of Service at Chanel, Tourneau, and Bluefly.

Vanessa Neurohr

Vanessa Neurohr

Vice President, Customer Success
MuckRack

Vanessa joined MuckRack in 2016 as a Customer Success Strategist and currently serves as the Vice President of Customer Success. In this role, she works to change the way professionals’ approach public relations and encourages better relationships with the media through a unique mix of technology and partnership. Prior to this, she worked in customer experience at Capital One and digital marketing at TITLE Boxing Club.

Asha Poitier

Asha Poitier

Senior Manager – US Experience Center
Foresters Financial
Customer Engagement Leadership Council Member

Namrata Rathore

Namrata Rathore

Senior Director, Access Center
Orlando Health Medical Group

With over 20 years of experience in process improvement, and organizational growth, Namrata is a highly skilled, award-winning Administrative Executive. She has influenced the implementation of system-wide best practices and training initiatives that have had positive impacts on efficiency, productivity, and quality of care. She was awarded the Excellence in Leadership Award in 2018 and the 2015-2016 Best New Patient Experience Leader in Patient Access Service Center from Stanford Children’s Health. While at Orlando Health, she was recently awarded the Excellence Award in Leadership.

Laura Smith

Laura Smith

Executive Vice President Global Sales & Customer Experience
Hertz

Laura brings more than 25 years of expertise in the travel industry and customer experience. She has held various leadership roles at Hertz’s International Contact Centre as well North America Contact Center and is currently based at Hertz’s HQ in Estero where she oversees CX and Sales. Laura’s extensive experience in transformation, technology enablement for enhanced customer experience and early deployment of GenAI is sure to make this an exceptional panel.

Fab Facilitators

Ian Tempro

Phil Gray

Chief Product Officer
Interactions

Phil leads innovation initiatives at Interactions, collaborating with customers and partners to create and operationalize disruptive technology inventions that transform customer experience. He has extensive experience with Conversational AI and customer experience technologies. Prior to joining Interactions, Phil founded and led Versay, a natural language, speech applications company. He also held leadership roles at Nuance and Eloyalty.

Michael Stineman

Michael Stineman

Executive Vice President, Growth
Modus

Over two decades ago, Michael embarked on a journey that transitioned him from product management to customer experience. During this time, he has steered companies like ADP, Coldwell Banker, and Sesame Workshop, through the stages of ideation, design, development, and ultimately, the launch of various digital experiences. His enthusiasm lies in providing practical and strategic guidance that delivers lasting value.

Ian Tempro

Ian Tempro

Chief Operating Officer
IA Solutions

As an industry veteran with 20 years of experience in steering contact center operations, Ian’s leadership as COO of Insta Answer has been instrumental in incorporating service focused technology to drive improved customer engagement. He is committed to helping brands reach their CX goals and is recognized for his ability to build truly bespoke programs across diverse industries.

Master of Ceremonies

Brian Fitzpatrick

Brian Fitzpatrick

Partner, Events
Frost & Sullivan

Brian Fitzpatrick is the Global Lead for Frost & Sullivan’s Events Division, responsible for the Best Practice creation and execution of Frost & Sullivan events globally. He has over 28 years of management and leadership position experience and understands strategic, tactical business planning and financial management.

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