Visionary Headliners, Rockstars
and Fab Facilitators

Jermaine is a multi-business owner, author, international speaker and advisor. With two decades of experience in sales and customer leadership managing departments as large as 400, Jermaine specializes in designing customer growth and loyalty strategies and systems that help businesses accelerate and sustain revenue and retention in any market. Having coached thousands of customer calls and delivered growth projects in 22 countries and 29 industries. He is invited by companies like Dell, GE and London Business School to help leaders build customer programmes that work at scale. As a dad of 6 and former foster parent, he’s also passionate about creating education and economic opportunities for vulnerable children. Through his Customer Advantage Solutions he is on a mission to help rescue, educate and provide long term care to 15 million children.

Laurie’s journey from Marketing to Customer Experience evolved over the last 30 years, most notably when she discovered an innovation framework called Design Thinking. It changed everything, especially her relationship with customers. She led the way building a culture of empathy while solving customer pain points cross-functionally to achieve business results. You can too…

Melissa’s 28-year career has been spent in marketing and customer experience roles specializing in measuring performance, establishing voice of the customer programs, driving change management, and standardizing best practices. She is adept at identifying and translating customer intelligence into business improvements that have driven brand loyalty, customer retention, and double-digit profitability.

At Memorial Hermann, the largest non-profit health system in Houston with more than 36,000 employees and affiliated providers, Jennifer drives change at a system level, connecting the dots between otherwise siloed teams to create personalized, memorable experiences for patients and staff. With more than 15 years of healthcare leadership experience, Jennifer’s current focus is leading the system through a massive culture change based on a new service framework developed in collaboration with the Disney Institute.

Quinntine has dedicated his career to understanding customer needs and solving their problems. He has a unique set of skills that have allowed him to create a customer-focused organization that has been successful in creating value for its customers and their business.

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.

Jen has spent over 20 years in the Contact Centers and Customer Care space, specifically in the Telecom Industry. The first half of her career was managing the day-to-day center operations, which she now uses as the foundation to drive strategy and transformation in that space. Recently coming out of bankruptcy at her current company, has forced a different level of focus and discipline in driving transformation and re-inventing the company.

Waseem is a leading voice in the ideation and delivery of global enterprise digital experiences that anticipate and fulfill user needs across touchpoints while driving organizational performance. In his work with leading brands – including STANLEY, Bose, Dell and Rite Aid – he has led the creation of a DX practice to deliver increased revenue & market share, a best-in-class customer experience, customer loyalty, and brand value.

Patrick oversees the transformation of customer experience analytics and solutions to deliver actionable insights to teams driving world-class medical device care and support through hundreds of agents around the globe at Lifescan, a global leader in blood glucose monitoring innovation and digital health technology that has a vision to create a world without limits for people with diabetes and related conditions.

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.

Andrew has over 15 years of experience in customer experience operations and design in The Americas, Europe and Asia-Pacific. His experience crosses several industries, including luxury retail, toys, banking & finance and telecommunications. He advises the University of Houston’s C.T. Bauer College of Business Customer Experience program and is a former board member of the Society of Consumer Affairs Professionals. He holds an MBA from the Australian Graduate School of Business at UNSW, a Lean Six Sigma Green Belt and once had a side hustle as a wedding photographer.

Kim has spent over 20 years in Aviation at Rolls-Royce with vast global experience in the strategic development of the marketing, sales, and servicing of Rolls-Royce’s products and customers. She has spent the last 10+ years in Business Aviation establishing the leading VOC program in the industry, which catapulted Rolls-Royce to the ranks of #1 in Service Support Delivery.

Chris leads customer experience for bike, scooter and transit riders at Lyft. Before leading Lyft’s multimodal support experiences, Chris stood up the social media support team for their rideshare business and was integral to the company’s global support expansion.

Girish’s area of expertise is customer engagement and experience in human machine interface technologies such as AR/VR, Holographic displays, gesture recognition and wearables at Jabil, a leading global product manufacturing solutions services company.

Stewart possesses an extensive 25-year background in the Contact Center industry, with a concentration over the last 12 years dedicated to enhancing performance and Customer Experience (CX) for US customers through agent engagement in both the United States and Latin America. His distinctive cultural background contributes to a better approach towards agent focus.

Natalie helps companies across industries from hospitality to manufacturing with their digital transformation efforts that are built for the user, but focused on the customer experience. From MarTech at Oracle & Responsys, HRTech at Hired and FinTech at Zuora & MobileCoin, she is now at Replicant helping CX Leaders reimagine their contact centers by using the latest in generative AI and automation to humanize the customer experience.

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.