Visionary Headliners, Rockstars
and Fab Facilitators

Interested in Becoming or Nominating a Speaker?

Headliners

Tracy Robertson

Tracy Robertson

Global Enterprise Vice President, Digital, Stryker
Former Global Vice President, Customer Experience & Marketing, Kimberly-Clark

Michelle Emerson-Russell

Michelle Emerson-Russell

Global Practice Lead Customer – Workplace Experience
Verizon Business Group

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.

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.

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.

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

Jan-Richards

Jan Richards

Head of Customer Experience
Irish Life Group

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 is a member of the CCO leadership team, establishing a Group CX Centre of Excellence leading & executing Irish Life’s ambitious customer strategy. Jan was previously Head of Insights & Planning at Dublin Airport, joint winner in the European Airports category of airport service quality awards 2018.

Michael Sherwood

Michael Sherwood

Head of Digital Experience
Atom Bank

Theresa Scheuble, Design Director, Johnson & Johnson

Theresa Scheuble

Design Director
Johnson & Johnson

Anastasia Zdoroviak

Anastasia Zdoroviak

Director, Customer Experience
DoorDash

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.

Theresa chairs the J&J Design Council which is focused on advancing world-class practices in product design to drive speed, simplification and robustness in the development of customer-centered health care solutions across J&J. As part of this effort she is responsible for creating customer experience frameworks from discovery to launch via customer engagement strategies and customer insights planning and execution guidelines.

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

Crystal Collier

Crystal Collier

CX Consultant
PTP

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.

Crystal Collier is a catalyst who improves an organization’s results by understanding, designing, and enhancing experiences across the entire customer lifecycle. Her work is devoted to transformational CX-strengthening relationships to improve the interaction between employees and customers in a variety of industries, including consumer electronics, interactive entertainment, insurance, automotive, retail, internet and multi-level marketing. As a thought leader in the industry, she is a frequent speaker and author on CX trends and innovations.

Andy has worked with leading ecommerce, retail, travel, and hospitality brands to improve their customer service operations. He 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.

As a CX instigator, Mark is a CX evangelist promoting enhanced technologies including Automated Intelligence, Machine Learning and Natural language processing to streamline client engagement, drive brand image and deliver on exceptional stakeholder value.

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