Visionary Headliners, Rockstars
and Fab Facilitators

Interested in Becoming or Nominating a Speaker?

Headliners

Michelle Emerson-Russell

Michelle Emerson-Russell

Global Practice Lead Customer – Workplace Experience
Verizon Business Group

Tracy Robertson

Tracy Robertson

Global Vice President
Customer Experience Marketing
Kimberly-Clark

Michelle is the Global Practice Lead for Workplace & Customer Experience Sales. She has global responsibility for Sales and Revenue growth within Verizon Business Group. In her role, Michelle works with Global Enterprise clients to achieve their business goals through engaging experiences with their customers, employees and partners.

Tracy is a highly regarded digital transformation leader, speaker and change agent. A relentless innovator, Tracy has more than 20 years’ experience embedding transformational change at B2B companies including GE and Harris Interactive though integrated agency work. Tracy will be discussing how Kimberly-Clark Professional is adapting its core operating model and mindset to evolve into a digital and customer-first organization.

Rockstar Insights

Jennifer Borchardt

Jennifer Borchardt

Vice President, Omni-Channel Experience & Strategy, Wealth Management
U.S. Bank

Michael Caimona

Michael Caimona

Chief Customer Officer
Aurora Flight Sciences

Michael Cooper

Michael “Coop” Cooper

Founder
Innovators + Influencers

Derrick Dickens Headshot

Derrick Dickens

Chief Customer Officer & Senior Vice President Customer Operations
PEPCO Holdings (PHI) An Exelon Company

Jennifer has decades of experience in behavioral science, digital design, experience and strategy. Her talks are informative, engaging, and thought-provoking. You will be entertained, educated, and transformed after hearing her speak.

Michael has over 25 years experience focusing on customer mission success in innovative technology organizations. He has worked to align the strategy, marketing, and new business divisions to have a unified customer centric approach while successfully achieving business objectives.

Ever since he was a little child, Michael “Coop” Cooper has been fascinated with changing people’s minds – it began by trying to change the tiffs his parents were having at home and emerged into a full-blown business where he helps leaders at companies around the world sell their ideas and strategies. If you can recognize the underlying NeuroEfficiencies that people have, you can speak directly to what is important to them. Changing minds can be difficult, but often it’s much easier and simpler than we might think.

Derrick leads the teams responsible for developing and executing the Customer Strategy.  He has a track record of envisioning strategy and achieving bodacious goals. In addition to this, his expertise lies in having been responsible for leading Investment Strategy, Project Management, Construction and Project Controls, Distribution Automation, Technology, and Data Analytics.

Henriette Jehnert

Henriette Jehnert

Global Head of Multichannel Contact Center Services
UBS

Nabeel Khan

Nabeel Khan

Former Commercial Excellence Leader
GE Healthcare

Mike Lavigne

Mike Lavigne

Director, Head of Experience Strategy & Design
Nissan Motor Corporation

Erin McMillan

Erin McMillan

Associate Vice President Client Operations
Cox Automotive

“Once described as “the uno player” on LinkedIn, Henriette Jehnert is a focused implementer who loves to drive transformation in human interaction with x-functional teams. She defines her purpose as Connecting people for a best in class Customer Care and spent most of her career with DT (Deutsche Telekom). Since moving to Switzerland to get engaged with her new employer UBS, she became more and more obsessed with the entire future workplace and of course with the future of the contact center itself.”

Nabeel has over 10 years’ experience in improving customer experience leveraging digital methodologies. In his previous role as the Commercial Excellence Leader for GE Healthcare Canada he launched and grew the B2B e-Commerce platform from start to a thriving multi-million dollar channel in 3 years working across all organization silos to make Canada the fastest growing e-Commerce business globally.

Mike leads a London and Tokyo-based team of strategists, researchers and designers to deliver the best digital experience for Nissan Shoppers and owners in 60+ countries worldwide. Driving a rapidly evolving automotive industry, his focus is on digital car sales, demystification of electric vehicles, and designing a distinctive Nissan experience: one where every detail of the digital experience reflects Nissan’s unique DNA.

As we emerge from the pandemic fog, Erin is doing ALL the things including returning to school to earn a master’s degree in Industrial-Organizational Psychology.

Jan-Richards

Jan Richards

Head of Customer Experience
Irish Life Group

Stacy Sherman

Stacy Sherman

Head of Customer Experience & Employee Engagement – North America
Schindler Elevator Corporation

Michael Sherwood

Michael Sherwood

Head of Digital Experience
Atom Bank

Nitasha Singh

Nitasha Singh

Director
Product Management & Design
Clorox

Stacy Sherman is a Certified Customer Experience (CX) pioneer.  By day, she’s the Director of Customer Experience and Employee Engagement at a global company. And, also the Founder of DoingCXRight®‬. Stacy’s co-authored two books, writing for Forbes, podcasting and coaching people about DoingCXRight®, so that REAL human connections & happiness exist.

Michael is a multi-award winning expert in all things customer intelligence and has over 20 years’ experience designing, implementing and improving digital propositions. He is currently Head of Digital Experience at Atom, the UK’s first App only bank and has helped grow the business from fledgling start up to multi billion pound company. Michael will share his insights on how Atom is best in it’s class when virtually engaging with it’s customers.

Anastasia Zdoroviak

Anastasia Zdoroviak

Director, Customer Experience
DoorDash

Anastasia is a customer-obsessed leader who brings a positive, people-centered, and holistic approach to innovation and Customer Experience strategy. Ex consultant and marketing strategist, she’s moved to Customer Experience to design start to end delightful experiences and journeys to drive loyalty and business growth (at DoorDash) obsessing not just about the contact center, but also all pieces of the experience including Product, Design, Marketing, etc.

​Fab Facilitators

Nitin Badjatia

Nitin Badjatia

Senior Director Product Management
ServiceNow

Andy Knosp

Andy Knosp

Head of Solutions Consulting
Gladly

Mark Turi

Mark Turi

Managing Client Partner, Customer Experience Practice
Verizon

Nitin is a two-and-a-half-decade veteran of enterprise customer service applications, having been at Siebel Systems, RightNow Technologies, and Oracle in various go-to-market, sales, and strategy roles. Nitin also led business strategy at knowledge management pioneer KNOVA Software. In 2012, Nitin was awarded the Consortium for Service Innovation’s Innovator award for his extensive contributions to the customer service industry at large.

Andy Knosp is Head of Solutions Consulting at Gladly and has worked with leading ecommerce, retail, travel, and hospitality brands to improve their customer service operations. Andy brings 20 years of experience leading customer-facing teams in high growth businesses, delivering successful customer outcomes, and scaling operations at companies including Gladly, Stripe, Gainsight, and VMware.

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