Agenda

Action Items:

• Deploy best practices for an obsession over customer experience
• Be effective, then efficient
• Retain and retrain to drive revenue

Headliner:

Darren Stavely
Chief Operating Officer
Resolvion

Why You Should Listen to Darren:
As a 20-year veteran in the financial services industry, Darren is obsessed with customer experience and solving big problems. He has had the good fortune to serve the underbanked as well as the most affluent of clients. Passion for people and building relationships is what makes his energy so contagious and a sought-out speaker in the business community.

• Empower, improve, and cultivate your associates to drive the business and solve your challenges
• Collaborate, understand, and meet your customer’s needs & expectations
• Develop your values, offerings, and the commitment you owe back to your community

Rockstar Insight:

Zach Greco
Senior Director of Customer Experience
Floor & Decor

Why You Should Listen to Zach:
With two decades of experience, Zach is well seasoned in customer & associate experience. His expertise is in building the experience from the ground up, with an unwavering commitment to people as the cornerstone of success. Zach’s career is marked by implementing team-building strategies, leveraging technology, and provide effective coaching, all aimed at achieving excellence in customer, employee, and brand experience

Abstract:
This interactive session will tackle contact center challenges with AI-powered Agent Assist, enhancing agent performance and customer satisfaction. The opportunity lies in leveraging AI to deliver personalized, efficient support. Their strategy involves seamless integration of AI Assist platforms, fostering collaboration between technology and agents, thus transforming client engagements and operational effectiveness.

Action Items:

• Integrate AI-driven analytics to continuously evaluate agent performance, enabling targeted improvements
• Collaborate internally to customize AI solutions, ensuring alignment with unique business needs and goals
• Empower agents with real-time AI insights, enhancing decision-making and elevating customer interaction quality

Fab Facilitator:

Jon Lunitz
Head of Enterprise Solutions and Sales
DATAMARK, Inc.
 
Why You Should Listen to Jon:
With over two decades of experience in the BPO industry, Jon has developed a keen understanding of both the buyer’s and seller’s perspectives, having led international teams in business development and strategic sourcing. He understands that AI integration is not just about automation but about creating a seamless and enhanced experience for both agents and customers.
 

Abstract:
Despite the proliferation of channels your customers use to receive support, a live phone agent handles the most complex inquiries -making or breaking your brand. Cultivating a people-first approach for your contact center teams will enable you to deliver exceptional customer experiences and set you apart from competitors.

Action Items:

• Identify the key steps in creating a people-first strategy
• Integrate people-first tactics that actually drive down your costs and increase efficiency
• Reimagine the right combination of people and technology for delivering great service

Fab Facilitators:

Jim Simmons
Executive Director WFM and Contact Center Consulting, Queueless
Former Vice President Productivity & Initiatives, Synchrony
 
Why You Should Listen to Jim:
Jim is a seasoned operations and analytics professional with over 25 years of contact center experience in a large banking environment. He has spent much of that time as a Vice President at Synchrony Financial developing a deep domain expertise specializing in WFM, speech analytics, customer journey mapping, and cost benefit analysis. As an advocate for both CX and EX he excels at identifying pain points, improving operational efficiencies, and implementing innovative solutions to complex operational problems.
 
Keegan Sanders
Enterprise Sales Director
Intradiem
 
Why You Should Listen to Keegan:
Keegan is a contact center strategist dedicated to optimizing customer service operations. Keegan is passionate about leveraging technology and data analytics to enhance service delivery and contact center innovations. When he’s not transforming contact centers, you’ll find him on the soccer field coaching the next generation of student athletes, bringing the same passion for teamwork and strategy to the game.
 

Fab Facilitator:

Sean Minter
Founder and Chief Executive Officer
AmplifAI
 
Why You Should Listen to Sean:
Sean is a strategic visionary dedicated to the improvement of large organizations by harnessing the synergy of AI, people, and processes. Sean believes that people are at the heart of every successful transformation, and that tomorrow’s great transformation will be driven by those augmented by the right technology.

Abstract:

The noise of terms like voice AI, AI agents and agentic AI is deafening, making it difficult to discern what it actually is and the value it brings. Cutting through this confusion and hype to find solutions that solve real problems and drive measurable outcomes is a challenge we all face.

Action Items:

• Assess agentic AI and determine its potential ROI in your company
• Identify specific areas where agentic AI can deliver real value
• Measure the success agentic AI brings to customer experience and your bottom line
• Distinguish real AI vendors from vaporware

Fab Facilitators:

Richard Coggins
Vice President and Distinguished Engineer
The ODP Corporation

 
Why You Should Listen to Richard:
Richard is a Distinguished Engineer at The ODP Corporation with 26 years of experience in IT leadership, specializing in legacy modernization, cloud transformation, and Generative AI. His work focuses on developing enterprise AI solutions that enhance productivity, streamline operations, and drive business innovation at scale. With deep expertise in cloud strategy and automation, he helps organizations modernize technology ecosystems and harness AI for enterprise efficiency. 
 

Brad Stein
Global Vice President of Solutions Consulting
PolyAI

 
Why You Should Listen to Brad:
Brad is a seasoned customer service leader with 15 years of experience in contact centers and the past 8 years specializing in AI-driven solutions. He has designed, scoped, built, and deployed enterprise-grade virtual assistant solutions, ensuring businesses maximize value and achieve a strong return on investment. With a proven track record of driving efficiency and customer satisfaction, Brad is passionate about leveraging AI to transform customer service operations. 
 

Hosted By:

Gary Dunbar
Director of Digital Engineering and IT, Customer Care – North America
ENGIE North America
 

Why You Should Listen to Gary:
Gary is a proven leader with a deep understanding of Lean Six Sigma, digital transformation, and global supply chain optimization. Gary has spearheaded initiatives resulting in millions in cost savings and significant efficiency gains. He’s passionate about building high-performing teams, fostering a culture of continuous improvement, and leveraging data-driven insights to achieve exceptional outcomes.

Hosted By:

Brian Klaja
Senior Director, Operations Strategy & Enablement
Brex
 

Why You Should Listen to Brian:
With 20 years in contact center and back-office operations, Brian has a proven track record of developing strategies that drive both customer satisfaction and cost efficiency. Learn from his expertise on leveraging generative AI and advanced tools, from enterprise-level implementations to startup solutions.

Hosted By:

Pamela Fusting
Director of Operations, Customer Experience
Tennessee Department of Human Services
 
Why You Should Listen to Pamela:
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.

Hosted By:

Daniel Burks
Vice President of Sales Operations
America’s CAR-MART, Inc.
 

Why You Should Listen to Daniel:
With over two decades of experience, Daniel is a seasoned professional in customer service leadership, specializing in building high-performing businesses and thriving teams. His diverse background spans Army Aviation, IT Leadership, Product Management, Field Operations, and Corporate Leadership in both Operations and Customer Experience roles. Daniel brings a wealth of knowledge and expertise to any audience.

Join this group of veteran customer contact and customer experience executives to discuss high-level decision-making that can significantly impact the customer care organization.

Hosted By:

James Pavlovich
Vice President Customer Experience and Operations
Straumann Group

Why You Should Listen to James:
Known for his ability to lead teams through successful organization transformations utilizing innovative technologies, James focuses on developing customer-centric metrics and creating empowered teams to make data-driven decisions. Working in high-growth businesses for the bulk of his career, James is currently tasked with making Straumann Group a company that is easy to do business with. 

Abstract:
This session explores the crucial link between customer journey optimization and achieving desired business outcomes. We’ll examine how to strategically align customer journey efforts with overarching business goals to drive impactful results.

Action Items:

• Identify key touchpoints in your customer journey that directly influence desired outcomes
• Develop a measurement framework to track progress and demonstrate the impact of journey optimization on business goals
• Implement strategies to personalize the customer experience at each touchpoint, enhancing engagement and driving conversions

Rockstar Insight:

MQ Qureshi
Head of Direct-to-Consumer Strategy & Sales
Ford Motor Company
 
Why You Should Listen to MQ:
MQ is a Digital Product, Strategy, and Transformation Executive with a proven track record across industries, leading strategy and execution for companies like McDonald’s, Grainger, and PUMA. Now at Ford Motor Company, MQ serves as Head of D2C Strategy & Sales Acceleration for BlueCruise, Ford’s L2 Hands-Free Driving service. He brings his expertise to help Ford, a 120+ year-old automaker, reinvent itself at the intersection of technology and vehicle innovation.
 

Abstract:
This interactive session will explore how to craft a robust knowledge strategy, the importance of stakeholder engagement, and how centralized versus decentralized models can drive efficiency. We will dive into common challenges, the role of AI and automation in knowledge management, and practical approaches to scaling knowledge across departments.

Action Items:

• Design a knowledge strategy tailored to your organization’s structure, challenges, and goals, balancing centralized and decentralized approaches
• Implement best practices to address common obstacles in operationalizing knowledge, including governance, stakeholder alignment, and the integration of AI for innovation
• Scale knowledge across departments to enhance customer experience, enable continuous improvement, and drive measurable outcomes for your business

Fab Facilitators:

Travis DeWolf
Senior Manager, Digital Initiatives Delivery
RBC Insurance
 
Why You Should Listen to Travis:
Travis is an energetic and solutions minded leader, working in the insurance industry for 8 years. She leads a team of digital initiative delivery specialists at RBC Insurance responsible for change management, execution, and process design, as well as promotion of digital tools. Expert at executing on complex initiatives and building value for stakeholders to ensure cohesion and adoption and thinking outside the box to find digital solutions to everyday problems.
 
Jaclyn Lo
Director, Customer Success
ProcedureFlow
 
Why You Should Listen to Jaclyn:
Jaclyn is a CX leader specializing in onboarding, digital adoption, and change management strategies within Contact Centers. Passionate about employee empowerment and driving sustainable results, her expertise lies in identifying potential roadblocks, managing stakeholders, and implementing effective communication plans to drive successful software implementations.

Abstract:
Your customers want quick answers and easy issue resolution, but many don’t know about your self-service capabilities. Your mission is to make these powerful tools not just available, but the natural first choice for customer support.

Explore practical and value-driven strategies to optimize your self-service experience and maximize user adoption.

Action Items:

• Analyze the current customer journey and identify the exceptional (and embarrassing) moments
• Design a streamlined self-service experience across your omnichannel
• Drive digital adoption through AI enablement

Fab Facilitator:

Samantha Middlebrook
Vice President of Product Strategy & Marketing
Upland Software
 
Why You Should Listen to Samantha:
Samantha, the bridge between tech and business teams, is a passionate CX and KM strategist. Her mantra is you can’t throw technology at a business problem and hope it sticks; focusing instead on human-centered design and curating memorable moments for customers through every interaction they have with a business.
 

Abstract:

Delve into a time-proven 8-step discovery process to identify practical plans for implementing automation and workflow enhancements for your contact center.

Action Items:

• Implement a proven approach to teamwork and goal setting, including setting proper expectations between stakeholders and agreeing on overarching workflows, setting the stage for a full discovery project
• Classify transactions into a functional taxonomy, unlocking the ability to analyze customer development through a maturity model focusing on the most meaningful customer experience enhancements
• Create a single source of truth with structured and unstructured data and analyze both volume and complexity to identify key automation and workflow opportunities
• Get familiar with rationalized business policies to streamline operations and implement customer experience templates steeped with proven best practices

Fab Facilitator:

Ryan Vaughn
Vice President, Solutions Consulting
Nextiva

 
Why You Should Listen to Ryan:
Ryan joined Nextiva in 2024 as VP of Solutions Consulting. Before that, he spent a decade at Salesforce leading pre-sales for top Technology customers and another decade in consulting, managing complex cloud technology deployments for global companies. Known for his innovative, results-driven approach, Ryan focuses on improving processes and driving efficiency. 

Abstract:

Getting all our data together and building reports is hard enough. Strategically acting on it to drive company goals—not just a single KPI—can feel impossible, especially when we’re missing key data. Sound familiar? This interactive session explores why CX leaders are building AI-ready data hubs to fast-track productivity improvement.

Action Items:

• Identify where you are getting stuck measuring performance
• Make it easy for everyone to understand their performance
• Use AI to prescribe actions in line with leadership objectives

Fab Facilitator:

Sean Minter
Founder and Chief Executive Officer
AmplifAI

Why You Should Listen to Sean:
Sean is a strategic visionary dedicated to the improvement of large organizations by harnessing the synergy of AI, people, and processes. Sean believes that people are at the heart of every successful transformation, and that tomorrow’s great transformation will be driven by those augmented by the right technology.

• Identify key components that are critical to translating high level goals into an operational business plan
• Understand what type of information and routines are needed, and evaluating whether they exist or need to be built
• Evaluate the impacts that your actions will have across the rest of the business and gain buy-in from key stakeholders

Rockstar Insight:

Matt Goldsmith
Senior Vice President Member Services
Digital Federal Credit Union
 
Why You Should Listen to Matt:
Matt has over two decades of experience leading customer support organizations across a wide range of industries. Matt’s breadth of experience includes directly leading both small and large contact centers as well as deep knowledge across all the supporting functions of successful customer support operations. Matt has achieved industry leading results throughout his career while also driving significant gains in efficiency and cost to serve.

• Anticipate megatrends and adapt to societal, economic, and technological shifts impacting customer service
• Work on balancing human tech to enhance efficiency without losing emotional connections
• Plan for workforce evolution and reshape hybrid work, wellness priorities, and upskilling in the new age

Headliner:

Sean Albertson
Founder & Chief Executive Officer
CX4ROCKS
 
Why You Should Listen to Sean:
Sean is a globally respected thought leader, keynote speaker, and advisor with over 25 years of experience transforming customer service and experience strategies for startups to Fortune 200 companies. As the author of the award-winning 4ROCKS: Reduce Effort, Drive Loyalty, Transform the Customer Journey, Sean reveals how to create loyalty-driving experiences at the intersection of technology and human engagement.

• Ensuring high-fidelity data readiness before embarking on personalization initiatives
• Addressing cultural and regulatory challenges in global and local markets
• Aligning the entire organization to a shared vision for predictive services
• Driving measurable impact with a sharp focus on return on investment (RoI)

Headliner:

Anindya Sundar Das
Senior Director, Head of Global Service Design
Uber
 

Why You Should Listen to Anindya:
With over two decades of experience, Anindya is a seasoned leader specializing in business transformation through the use of Tech. He focuses on bringing new, cutting edge technology and innovative processes into operations to enhance efficiency and consumer experience.

Abstract:
Transforming customer experience requires more than just adopting AI—it requires empowering your agents to use the technology effectively. In this session, we will discuss how AI can provide actionable insights that help agents work cohesively and resolve customer issues with minimal friction. Discover how data-driven AI can enable smoother, more impactful customer service interactions.

Action Items:

• Employ best practices for coordinating AI and live agents across channels
• Use specific keys to overcoming resistance to AI and organizational change
• Ensure consistent customer experience with AI-augmented training

Fab Facilitator:

Ian Tempro
Chief Operating Officer
IA Solutions
 

Why You Should Listen to Ian:
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.

Abstract:
In today’s service landscape, organizations invest heavily in perfecting channel strategies to align with evolving customer expectations. Yet, a critical element often goes unnoticed: the content—especially knowledge—that powers these channels. Despite being the unifying factor across all mediums, knowledge frequently takes a back seat, leaving gaps in consistency and customer experience.

Action Items:

• Shift Your Perspective: Evaluate whether your focus on channel optimization compared to the underinvestment in the knowledge and content that fuel them is disproportionate
• Leverage AI for Consistency: Find opportunities to bridge silos, enhance knowledge-sharing, and maintain a consistent experience across diverse channels by leveraging AI
• Adopt a Channel-Agnostic Approach: Develop a unified knowledge strategy designed to transcend individual channels, ensuring seamless experiences wherever customers engage

Fab Facilitator:

Juanita Olguin
Senior Director, Product Marketing
Coveo
 

Why You Should Listen to Juanita:
With over 15 years of diverse experience, Juanita has successfully led key initiatives, including establishing offshore centers in India and Guatemala, launching innovative solutions, and crafting go-to-market strategies. Juanita is dedicated to helping enterprises navigate advanced technologies while empowering employees to drive meaningful change within their organizations.

Abstract:

AI can revolutionize customer experience, but without the right approach, adoption stalls, and implementations can fall short of expectations. Getting the fundamentals right from the start is critical, if you don’t, AI initiatives can go horribly wrong. This interactive session will focus on the key factors that make AI successful in CX by helping leaders break through adoption barriers, align AI with real business needs, and ensure AI tools enhance both productivity and customer outcomes. Walk away with actionable steps to accelerate AI adoption in your organization and avoid common pitfalls.

Action Items:

• Define the business problem
• Establish the right foundations
• Pressure-test AI Solutions

Fab Facilitator:

Joe Ahmad
AI Evangelist
Acquire AI
 
Why You Should Listen to Joe:
Joe is a specialist in AI-driven CX transformation, helping businesses implement high-impact, scalable AI solutions tailored to their needs. With hands-on experience delivering AI initiatives that drive measurable outcomes, he empowers CX leaders to make informed decisions that enhance customer engagement and drive business growth.

Abstract:

Every company supporting a contact center aims to excel in delivering valuable customer insights, building unified streams of data, and transforming staffing costs into increased revenue and loyalty. For decades, this goal has been the holy grail of the contact center industry. While technologies to enhance and optimize contact centers are rapidly advancing, is your organization keeping pace? Is your organization investing in building unified data sources that allows “data to lead the way”? Join your peers to collaborate and share insights to step towards elevating your contact center into a powerhouse.

Action Items:

• House key data feeds, use them to drive your dashboards and to gain momentum
• Assess where best practices shared can be applied in your own organization
• Share ideas and examples to implement impactful solutions with your executive management and your team

Fab Facilitator:

Brian Zempel
Executive Vice President & Chief Revenue Officer
Gatestone BPO
 
Why You Should Listen to Brian:
Brian has a diverse background in financial services and operations management, including leading contact center environments for organizations like HSBC, Kohl’s, and Bridgestone. Brian has witnessed first-hand the power of managing customer experiences for strategic gains and higher profits. Having a robust CX game plan isn’t an option- it’s table stakes to win in any industry and marketplace. People talk a good game about harnessing data for strategic advantage- let’s put words into action.

Action Items:

• Map a process for closing the customer feedback loop
• Build/blueprint a mechanism for sharing the information with the appropriate decision-makers
• Prioritize and incorporate feedback trends into tangible design solutions that affect the bottom line and demonstrate a core commitment to caring about the customer’s experience

Rockstar Insight:

Pamela Fusting
Director of Operations, Customer Experience
Tennessee Department of Human Services

Why You Should Listen to Pamela:
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.

• Strategize for disruption and secure C-suite buy-in to support workforce evolution and technological advancements
• Create enterprise champions to ensure the contact center is indispensable to the entire organization
• Implement strategies to navigate initial resistance and guide teams to embrace change with empathy and respect

Moderator:

Daniel Burks
Vice President of Sales Operations
America’s CAR-MART, Inc.
 

Why You Should Listen to Daniel:
With over two decades of experience, Daniel is a seasoned professional in customer service leadership, specializing in building high-performing businesses and thriving teams. His diverse background spans Army Aviation, IT Leadership, Product Management, Field Operations, and Corporate Leadership in both Operations and Customer Experience roles. Daniel brings a wealth of knowledge and expertise to any audience.
 

Panelists Include:

Neal Dlin
Vice President, Customer Service Experience
Aviso Wealth
Customer Engagement Leadership Council Member
 
Why You Should Listen to Neal:
Neal is a human experience (HX) executive with 30 years of expertise in customer and employee experience, known for building award-winning service organizations. A status quo-challenger, Neal inspires leaders to rethink interactions through core human needs, delivering humor, energy, and “a-ha” moments that boost CX and EX results. As the founder of Chorus Tree Inc. and Unsung Heroes Productions, Neal blends personal lessons from overcoming poverty with creative initiatives, having donated over $500K to charity through musical theatre that fosters community and compassion.
 
Matt Goldsmith
Senior Vice President Member Services
Digital Federal Credit Union
 
Why You Should Listen to Matt:
Matt has over two decades of experience leading customer support organizations across a wide range of industries. Matt’s breadth of experience includes directly leading both small and large contact centers as well as deep knowledge across all the supporting functions of successful customer support operations. Matt has achieved industry leading results throughout his career while also driving significant gains in efficiency and cost to serve.
 
Lydia James
Chief Transformation Office
The Pivot Solutions Group
 
Why You Should Listen to Lydia:
Lydia is a Chief Transformation Officer, CX Thought Leader, and Business Transformation Strategist with over 20 years of experience leading high-impact enterprise transformations across the Department of Defense, Retail, and Automotive industries. She specializes in AI-driven CX innovation, digital transformation, operational excellence, and post-merger integration—refining service strategy, unifying technology platforms, and optimizing workforce strategies. As Founder of The Pivot Solutions Group, Lydia empowers organizations to scale efficiently, elevate customer experiences, and drive sustainable business growth through AI, automation, and predictive analytics.
 
Eve Moguea
Customer Experience Program Manager | North America
New Balance
 
Why You Should Listen to Eve:
To thrive in today’s environment, Eve leads by example by embracing change as an opportunity. She focuses on cultivating a growth mindset and gaining employee involvement early in the decision-making process. Establishing a regular feedback loop to drive continuous improvement is key and forming diverse teams to bring different perspectives to the table.
 
James Pavlovich
Vice President Customer Experience and Operations
Straumann Group
 
Why You Should Listen to James:
Known for his ability to lead teams through successful organization transformations utilizing innovative technologies, James focuses on developing customer-centric metrics and creating empowered teams to make data-driven decisions. Working in high-growth businesses for the bulk of his career, James is currently tasked with making Straumann Group a company that is easy to do business with.
 

Hosted By:

Nate Brown
Head of CX Advisory
Metric Sherpa

Why You Should Listen to Nate:
Nate Brown loves two things very much…customer experience and community. Fortunately, these concepts go hand-in-hand! As a community builder, Nate co-founded CX Accelerator in 2018. Quickly growing to well over four thousand members, this vibrant collection of CX leaders is helping one another to maximize their career and accomplish remarkable things in service to others. Nate also heads up Advisory Services for Metric Sherpa, a research firm helping organizations to transform customer interactions.

Abstract:
Supervisors face the challenge of fostering authentic connections with agents in high-pressure environments. This session explores strategies to personalize these relationships, enhancing engagement, trust, and performance, and highlights the opportunity to create a supportive culture that drives team success

Action Items:

• Create personalized coaching plans based on agents’ strengths, goals, and growth areas
• Host team culture workshops to establish shared values and recognition practices
• Implement regular trust-building check-ins with open communication and clear boundaries
• Conduct role-play exercises to help supervisors navigate employee challenges with empathy and proper escalation

Fab Facilitator:

Lauren Kindzierski
Head of Strategy & Innovation
VXI Global
 
Why You Should Listen to Lauren:
With over 18 years of experience in customer service industry, Lauren has proven track record of figuring out strategies that improve agent engagement, builds company culture, and ultimately enhances the overall customer experience. She was recognized by Gulfshore Business Magazine as Top 40 under 40. In 2016, Lauren received a Silver Stevie Award for Women in Business – Executive of the Year.

Abstract:
Customer service leaders are under increasing pressure to deploy Generative AI to improve efficiency in the contact center. As leaders explore AI use cases for 2025 and beyond, concerns around hallucinations, bias, data privacy, and ultimately, the ability to confidently drive measurable ROI hinder widespread deployment. This interactive session focuses on the critical role of human expertise in the AI revolution. We’ll discuss how a human-in-the-loop approach, combining the power of best-of-breed AI with the nuanced understanding and reasoning of human expertise, can address these challenges.

Action Items:

• Share diverse use cases with your organization to demonstrate a human-in-the-loop AI strategy, while proactively mitigating AI risks in the contact center
• Confidently chart a path for AI development by learning from successful human-in-the-loop AI implementations
• Integrate feedback into the AI development process to continually optimize for customer effort across automated and human-assisted channels

Fab Facilitator:

Lisa Michaud, Ph.D.
Director, Product Management
Interactions
 
Why You Should Listen to Lisa:
Lisa has deep expertise in driving exceptional omnichannel customer experiences with conversational AI. She has been a published NLP scientist, an educator, a system architect, and an engineering leader before becoming a product director at Interactions. She is an established thought leader and evangelist on the topics of adaptive, personalized interfaces and the need to create consistent, equitable experiences that maintain context across all channels of communication.

Abstract:

Customer interactions provide valuable data for informing CX leaders on the health of the business and yet the interaction data is often buried in QM data. This interactive session walks you through how to use your QM program with AI, to identify drivers that will have the greatest impact on CX.

Action Items:

• Brainstorm ideas with your team on what you want to measure from your QM program
• Develop a QM plan that leverages AI that will provide value for executives across the enterprise
• Identify common pitfalls and what you need to do in your organization to avoid them

Fab Facilitator:

Shalesa Charron
Enterprise Account Executive
Nextiva
 
Why You Should Listen to Shalesa:
Shalesa’s contact center experience spans 3 decades advising customers how to leverage emerging technologies to achieve business outcomes. She has witnessed the evolution of QM initiatives over the years and is excited about how AI can transform the way enterprises can think about data to improve CX.

• Identify and leverage the top benefits of AI
• Tackle common challenges of AI implementation
• Optimize automation and skilled agents
• Help your agents to see AI as a tool to support them
• Persuade your customers to buy-in on automation

Rockstar Insight:

Natalie Beckerman
Global Head | Customer Support Operations
IHG Hotels & Resorts
 
Why You Should Listen to Natalie:
Described as a fixer in the customer experience and customer contact space, Natalie has run top tier, large scale operations driving transformation and change, leading strategy, while conquering operational and service excellence across the Globe. She is known to build new business, increase revenue and turn around performance, while at the same time reenergizing and invigorating businesses and leaders. Natalie has done this in the telecommunications/mobile, Home Services, Hospitality and Fintech/Financial services industries.
 
Alpa Shah
Global Vice President – CX Practice
Frost & Sullivan
Customer Engagement Leadership Council Member
 
Why You Should Listen to Alpa:
Alpa has vast professional and volunteer experience in developing business and volunteer organization strategies; analyzing product, regional, and vertical markets; planning and executing events; sales and marketing; writing growth opportunity insights; and, most importantly, creating and inspiring teams to be best in class. Her current area of focus is on CX; she runs think tanks and customer surveys to uncover growth potential for businesses in the CX environment.

As artificial intelligence (AI) continues to transform customer service, organizations face the challenge of balancing automated solutions with human touch. While AI can streamline operations, provide faster responses, and personalize interactions, it can also frustrate customers when not deployed thoughtfully. From poorly designed chatbots to rigid self-service options, AI has the potential to create friction if it doesn’t align with customer expectations or fail to offer an effective fallback to human agents when needed. In this presentation, we’ll focusing on the key factors that ensure technology enhances, rather than detracts from, the customer experience.

Action Items:

• Augment, Not Replace – streamline customer interactions without losing empathy and problem-solving capabilities
• Personalize and Be Flexible – design your AI systems to adapt to customers’ needs and provide seamless transitions to human support when necessary
• Human Agents in the Age of Automation – while AI handles routine tasks empower your agent to create more meaningful connections with your customers

Rockstar Insight:

Nancy-Ellen Martin
Director of Customer Service
ThredUp

Why You Should Listen to Nancy-Ellen:
With 30 Years of Leadership in Customer Service, in the Insurance, Tech, and Retail industries, Nancy-Ellen has a track record of driving exceptional customer experiences across both the tech and retail sectors. Throughout her career, she has demonstrated a unique ability to blend operational excellence with a deep commitment to culture-building and customer satisfaction.

• Ensure your agents understand and are bought into your journey
• Understand the possibilities as well as the limitations of customer interaction analytics
• Be clear about what you want to achieve with the customer insights

Rockstar Insight:

Joep Everts
Senior Vice President Customer Support and Order to Cash
Elsevier
 
Why You Should Listen to Joep:
With a background in Finance and Technology, Joep was asked 5 years ago to significantly improve the satisfaction of Elsevier’s customers. By leveraging Interaction Analytics, Elsevier improved CSAT from 86% to 93% and is now capitalizing on the opportunities that GenAI has to offer.

Investing in leadership development is a long-term strategy that benefits not only the individuals involved but also the entire organization and its stakeholders. Developing the next generation of leaders is crucial for adapting to the constantly evolving business landscape, driving innovation with fresh perspectives, building resilience, fostering a positive culture, meeting the future needs, and ensuring continuity in leadership.

Action Items:

• Build trust and respect to truly understand your potential leaders “Rising Stars” drivers and aspirations to find alignment with their and your objectives
• Collaborate to create clear development paths and provide challenging assignments that allows them to hone their critical skills
• Give them autonomy to make decisions while consistently providing feedback and support

Headliner:

Bobby Thompson
Director of Operations
Beazer Homes
 
Why You Should Listen to Bobby:
An Army combat veteran and construction professional with over 25 years of leadership experience, Bobby has invested his entire career in sharpening his technical and leadership skills. With a career spanning various roles in the building industry, he brings deep expertise in process improvement, innovation, leadership, workforce development, and team building.

• Develop effective training programs that support career growth and skill development
• Build a career architecture plan to create clear pathways for advancement
• Implement engagement initiatives that inspire employees and drive long-term retention

Rockstar Insight:

Jaysa Boyer
Head, Employer Engagement
Ultimate Medical Academy

Why You Should Listen to Jaysa:
Jaysa joined UMA in 2014 and has spent the past 11 years expanding Employer Partnerships to 150+ national partners, helping place thousands of graduates. Passionate about healthcare education, she is dedicated to bridging workforce gaps, strengthening talent pipelines, and creating customized solutions for healthcare recruiting. Jaysa is committed to improving employee engagement and empowering women across industries, making a lasting impact on both graduates and employer partners in the healthcare community.
 

• Develop impactful engagement and retention programs
• Utilize technology to alleviate workload and prevent burnout
• Create pathways for professional growth and career advancement
• Deploy forward-thinking approaches to boost employee satisfaction, enhance workforce stability, and achieve long-term organizational success

Rockstar Insight:

Arretta Stivers
Former Director of Client Success
Realtor.com

Why You Should Listen to Arretta:
Arretta is a seasoned contact center expert with over 20 years of experience as a results-driven operations executive. Known for her strategic vision and leadership excellence, she has spearheaded transformative initiatives that have enhanced revenue, optimized operations, and reshaped organizational architecture across diverse industries. An accomplished public speaker, Arretta shares her insights on driving performance and innovation in contact center management.

Rockstar Insight:

Natalie Beckerman
Global Head | Customer Support Operations
IHG Hotels & Resorts
 
Why You Should Listen to Natalie:
Described as a fixer in the customer experience and customer contact space, Natalie has run top tier, large scale operations driving transformation and change, leading strategy, while conquering operational and service excellence across the Globe. She is known to build new business, increase revenue and turn around performance, while at the same time reenergizing and invigorating businesses and leaders. Natalie has done this in the telecommunications/mobile, Home Services, Hospitality and Fintech/Financial services industries.

Moderator:

Natalie Beckerman
Global Head | Customer Support Operations
IHG Hotels & Resorts
 
Why You Should Listen to Natalie:
Described as a fixer in the customer experience and customer contact space, Natalie has run top tier, large scale operations driving transformation and change, leading strategy, while conquering operational and service excellence across the Globe. She is known to build new business, increase revenue and turn around performance, while at the same time reenergizing and invigorating businesses and leaders. Natalie has done this in the telecommunications/mobile, Home Services, Hospitality and Fintech/Financial services industries.
 

Panelists Include:

Colleen Beers
Chief Executive Officer
Athena Vantage Consult

Why You Should Listen to Colleen:
Colleen brings over 30 years of expertise in customer experience and is known for being a formidable leader, helping customers solve their customer experiences goals.
 
Jaysa Boyer
Head, Employer Engagement
Ultimate Medical Academy

Why You Should Listen to Jaysa:
Jaysa joined UMA in 2014 and has spent the past 11 years expanding Employer Partnerships to 150+ national partners, helping place thousands of graduates. Passionate about healthcare education, she is dedicated to bridging workforce gaps, strengthening talent pipelines, and creating customized solutions for healthcare recruiting. Jaysa is committed to improving employee engagement and empowering women across industries, making a lasting impact on both graduates and employer partners in the healthcare community.
 
Lisa DeFalco
Founder & Chief Executive Officer
TPG, Inc. & Anna Technologies

Why You Should Listen to Lisa:
Lisa founded the Independent Quality Assurance market, introducing the phrase “this call may be monitored for quality assurance”. Opening TPG in 1996, she designed methodologies used by Fortune 500 companies to define “good calls,” now implemented globally in 9 countries, 13 languages, and over 180 million interactions. A 30-year contact center veteran, Lisa chaired the American TeleServices Association, established the industry’s Self-Regulatory Organization, and advanced compliance standards with federal regulators. As CEO of TPG, she led its transformation into an AI-driven firm with the Anna® Conversational Intelligence Platform, revolutionizing call evaluation and behavioral optimization.
 
Nancy-Ellen Martin
Director of Customer Service
ThredUp

Why You Should Listen to Nancy-Ellen:
With 30 Years of Leadership in Customer Service, in the Insurance, Tech, and Retail industries, Nancy-Ellen has a track record of driving exceptional customer experiences across both the tech and retail sectors. Throughout her career, she has demonstrated a unique ability to blend operational excellence with a deep commitment to culture-building and customer satisfaction.

What’s important to you? What does showing up for you actually look like? This session will be an interactive session on plotting your growth journey. Evaluating how you “show up for yourself” involves reflecting on various aspects of your life.

Hosted By:

Christina Glogowski
Director, Digital Solutions Customer Experience, North America
Straumann Group
 

Why You Should Listen to Christina:
Christina brings 17 years of expertise in the software and medical device industries, excelling in sales, training, mentoring, and leading high-performing teams. She has a proven track record of driving success in the field and fostering growth among her teams.

Hosted By:

Arretta Stivers
Former Director of Client Success
Realtor.com

Why You Should Listen to Arretta:
Arretta is a seasoned contact center expert with over 20 years of experience as a results-driven operations executive. Known for her strategic vision and leadership excellence, she has spearheaded transformative initiatives that have enhanced revenue, optimized operations, and reshaped organizational architecture across diverse industries. An accomplished public speaker, Arretta shares her insights on driving performance and innovation in contact center management.

Hosted By:

Lydia James
Chief Transformation Office
The Pivot Solutions Group
 
Why You Should Listen to Lydia:
Lydia is a Chief Transformation Officer, CX Thought Leader, and Business Transformation Strategist with over 20 years of experience leading high-impact enterprise transformations across the Department of Defense, Retail, and Automotive industries. She specializes in AI-driven CX innovation, digital transformation, operational excellence, and post-merger integration—refining service strategy, unifying technology platforms, and optimizing workforce strategies. As Founder of The Pivot Solutions Group, Lydia empowers organizations to scale efficiently, elevate customer experiences, and drive sustainable business growth through AI, automation, and predictive analytics.

Rockstar Insight:

Natalie Beckerman
Global Head | Customer Support Operations
IHG Hotels & Resorts
 
Why You Should Listen to Natalie:
Described as a fixer in the customer experience and customer contact space, Natalie has run top tier, large scale operations driving transformation and change, leading strategy, while conquering operational and service excellence across the Globe. She is known to build new business, increase revenue and turn around performance, while at the same time reenergizing and invigorating businesses and leaders. Natalie has done this in the telecommunications/mobile, Home Services, Hospitality and Fintech/Financial services industries.