Visionary Headliners, Rockstars
and Fab Facilitators

Craig is a Transformational Leader and Professional Storyteller. As Chief Experience Officer for Autocar, the oldest truck brand in the United States, he uses Paradoxes, Paradigms and Frameworks to deliver a unique Raving Fan experience. This, combined with his 20 years’ experience working with some of the coolest companies around, has he and his team working on all the things that nobody has done yet but should have!

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 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.

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 is a global UX leader known for his knack for identifying enhancements in design and processes. Driven by a passion to humanize technology, he strives to make products and services approachable, desirable, and ubiquitous. Heramb has successfully influenced large 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.

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.

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 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.

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 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.

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.

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.

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.