Abstract:
 
CX leaders are challenged to move beyond symptom-fixing by using clarity, disciplined “why-solving,” and outcome-driven OKRs (Objectives and Key Results) to align teams, eliminate friction, and deliver measurable customer and business impact. Leaders will learn how organizational health, accountability, and focus unlock sustainable CX results.

Action Items:

• Implement quarterly “Why Reviews” that require every CX initiative and OKR to clearly define the root problem being solved and the outcome that proves success.
• Evaluate and eliminate CX metrics, dashboards, and OKRs that track activity instead of customer behavior change or economic impact.
• Empower cross-functional leaders to reimagine one priority customer journey per quarter, assigning a single accountable owner for outcomes—not tasks.

 

Headliner:

Bobby Thompson
Director of Construction
Schaefer 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.

Abstract:
 
In an environment of rising costs and rapid technology evolution, CX leaders must make disciplined, outcome-driven investment decisions. This case history illustrates how a multi-market telecom organization prioritized business objectives by aligning technology investments with customer satisfaction top of mind, while outlining the governance, measurable impact and people-centered execution required to track ROI.

Action Items:

• Identify high-friction customer journeys and cost-intensive contact drivers where AI-enabled CX solutions can deliver the greatest customer and financial impact
• Evaluate AI technology options using a structured decision framework that links customer satisfaction, automation potential, cost-to-serve and adoption readiness before implementation
• Integrate AI solutions through strong governance, change management and performance metrics to ensure value realization, responsible scaling and sustained ROI

Rockstar Insight:

Daven Govender
Group Chief Customer Officer
Digicel Group

Why You Should Listen to Daven:
With over 20 years of experience leading customer experience and contact center operations globally, including BPO environments, Daven is a senior CX leader focused on helping organizations make disciplined, ROI-led technology decisions. He has led large-scale, multi-market CX transformations by balancing AI adoption, operational efficiency and customer outcomes, backed by strong people leadership and execution discipline to deliver measurable business impact.

Abstract:
 
Extended training and nesting periods slow agent readiness and introduce inconsistency into the customer experience. Learn how a leading contact center reimagined onboarding with simulation-based training to cut time to proficiency in half, graduating agents fully prepared from the classroom while improving CX outcomes and significantly reducing operational costs.
 
Action Items:

• Allow agents to simulate doing the job before exposing them to real customers
• Cultivate an environment of coaching instead of correcting
• Remove the barrier between the training department and QA

Fab Facilitator:

Adam Levin
Chief Executive Officer & Founder
Reddy
 
Why You Should Listen to Adam:
Adam is the CEO and founder of Reddy, on a mission to empower agents and customers with the right knowledge at the right time. Prior to Reddy, he was the COO and co-founder of an education technology startup that built in person campuses for online learners, attempting to scale asynchronous training for higher ed. Since then, he’s spent most of his time living out of contact center classrooms from Miami to Manila while overseeing Reddy’s development and growth.

Abstract:
Agent assist is delivering real results on the frontline, but the biggest wins come when it connects to the broader operation. This real-world case history illustrates what’s required to implement this powerful but challenging technology correctly.
 
Action Items:

• Develop critical cultural pillars to drive agent and supervisor adoption
• Rethink your expectations for agent workflows and contact center KPIs
• Design tactics for tailoring agent assist to the preferences and tenure of your workforce

Fab Facilitator:

Marc Bernstein
Founder and Chief Executive Officer
Balto
 
Why You Should Listen to Marc:
Marc is a recognized AI leader who has spent the past decade studying how artificial intelligence can elevate human performance in high-pressure environments. Drawing on research in AI, psychology, and real-world experience guiding contact center leaders, Marc speaks on how to use AI to make people more capable, more confident, and more effective—without losing the human element.

Hosted By:

Takia Butler
Director, Care Operations
Grubhub
 

Why You Should Listen to Takia:
Takia is the Director of Customer Experience Operations at Grubhub, bringing more than 20 years of proven leadership in contact center excellence. Her career spans fast-paced industries including education technology and financial services, where she has consistently balanced exceptional customer service with strategic sales growth. With deep expertise in building and scaling high-performing contact center teams, Takia is also passionate about mentoring the next generation of CX leaders. In this forum, she is poised to deliver powerful, experience-driven insights from the contact center landscape, offering transformative perspectives to support the professional advancement of her peers.

Hosted By:

Shri Nandan
Vice President, AI Products & Experiences
Comcast

Why You Should Listen to Shri:
Shri is a customer-obsessed CX professional who has dedicated her career to “meeting the customers where they want to be met”. Her leadership and advisory roles across diverse industries spanning insurance, fintech, pharmaceutical and telecom have honed her expertise in digital transformation and product strategy, enabling her to contribute significantly to customer-centric product and technology advancements. Using data driven approaches and high-performing teams, Shri has elevated the AI and digital product landscape enhancing customer experiences, and embedding strategic technological innovations across the business.

Hosted By:

Andrea Hughes
Senior Director, Customer Service
TruGreen
 
Why You Should Listen to Andrea:
Andrea is a seasoned customer experience leader with over 20 years of transforming service organizations and strengthening the partner relationships that drive exceptional customer outcomes. She is known for turning external partnerships into strategic extensions of her teams, elevating performance, innovation, and operational excellence. As a senior leader and advocate for women in CX, Andrea brings practical insight and authentic leadership to conversations that move the industry forward.

Hosted By:

Francoise Benoit-Betters
Vice President, Merchant Services
Deluxe


Why You Should Listen to Francoise:
With more than 21 years of experience in Merchant Services and Call Center Operations, Francoise brings deep expertise in the credit card processing industry. She has delivered 5-star support to more than 160,000 merchants and helped earn 13 consecutive ATSI Call Center of Distinction Awards, along with five Top Score Customer Service Awards, including four consecutive years. Francoise believes exceptional customer support is the foundation of lasting partnerships. At Deluxe, she leads highly trained, in-house teams across customer support, installation, PCI compliance, and retention, while also overseeing the in-house Deployment facility and facilities operations for three business units.

Abstract:

Despite heavy AI investment, many customer service leaders still struggle to realize returns because execution gaps remain. Most inefficiency occurs between interactions, where idle time and misalignment erode performance. This session shows how real-time automation works alongside AI to match staffing with demand, guide agents in the moment, and deliver measurable gains.

Action Items:

• Uncover why AI alone isn’t delivering expected ROI—and where the gaps really are
• Eliminate hidden inefficiencies between interactions that drain productivity and CX
• Pair real-time automation with AI to drive fast, measurable results

Fab Facilitator:

Rachel DiBello
Enterprise Sales Director
Intradiem

Why You Should Listen to Rachel:
Rachel is an Enterprise Sales Director at Intradiem with more than 20 years of experience helping large organizations transform contact center operations through real-time automation and enterprise SaaS solutions. She brings firsthand insight from working with global brands on improving efficiency, ROI, and workforce performance—making her uniquely qualified to translate complex technology into practical strategies leaders can act on immediately.

Lizzie Strausbaugh
Senior Solutions Consultant
Intradiem

Why You Should Listen to Lizzie:
Lizzie is a Senior Solutions Consultant at Intradiem, where she helps contact centers unlock operational efficiency through dynamic workforce orchestration. Her background in workforce management and process improvement enables her to help organizations address critical efficiency gaps and implement solutions that improve cost savings, employee engagement, and customer experience.

Abstract:

With countless CX platforms and AI tools competing for attention, customer contact leaders must make confident technology decisions without chasing hype. This interactive session introduces a practical scorecard to evaluate CX tech based on business goals, maturity, interaction complexity, CX needs, scalability, ROI, and analytics—ensuring the right fit every time.

Action Items:

• Apply a CX technology scorecard to prioritize investments
• Align technology decisions with CX and business outcomes
• Evaluate tools based on complexity, scalability, and ROI
• Use a repeatable framework to reduce risk and eliminate hype

Fab Facilitator:

Ali Karim
Vice President
DATAMARK, Inc.
 
Why You Should Listen to Ali:
Ali “Let’s automate that” Karim is a seasoned contact center professional with a deep passion for innovation and a keen understanding of cutting-edge technologies like Generative AI. With a diverse background as an aeronautical engineer, Apple Genius Bar employee, Lululemon ambassador, and barista, Ali brings a unique perspective to solving complex business challenges across different industries.

Abstract:
Frontline customer service work looks very different now than it did five years ago, and will continue to rapidly evolve. What skills and knowledge can we equip our talent with right now in preparation for the future? This guided discussion will help us to isolate what matters most when it comes to hiring and developing the agents of tomorrow. We will explore the ability to effectively collaborate with AI tools, acting as a proactive guide, and personalizing experiences in a way that drives value and earns loyalty. Join the conversation and let’s shape the future of service together!

Rockstar Insight:

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:
Actionable customer insight only delivers value when it works within the decision forums leaders already use—and equips them for where real decisions actually happen. In this session, Tori shares an approach, illustrated through cases, showing how customer contact data can inform strategic, operational, and investment decisions across the business.
 
Action Items:

• Identify the systems, dashboards, and forums leaders already trust—and distinguish where decisions are reviewed versus where they are actually made
• Integrate customer contact data into existing decision infrastructure while tailoring insight for higher-stakes, informal decision moments
• Reframe customer contact signals to support multiple decision types, including self-service investment and long-term value creation—beyond performance tracking

Rockstar Insight:

Tori Signorelli
Director Guest Journey & Insights
Alaska Airlines
 
Why You Should Listen to Tori:
Tori is a senior customer insight and experience leader who helps organizations translate customer contact into decisions leaders actually make. She currently leads Guest Journey & Insights at Alaska Airlines and previously led global Service Design and Voice of the Customer at Farfetch, where she used customer data to inform strategy, enable self-service, and shift how service organizations create value.

Abstract:
This session provides a comprehensive overview of key steps organizations should take when embarking on new initiatives, with a particular focus on governance structures, policy compliance, and scaling successful pilots. Designed for professionals seeking practical strategies for organizational success, this session equips participants with tools and knowledge to drive effective implementation and sustained impact.
 
Action Items:

• Apply insights, lessons learned, and best practices drawn from a real-world or hypothetical case study
• Plan to implement the actionable takeaways that apply to your objectives
• Evaluate guidance on next steps and available resources

Rockstar Insights:

Willie Beasley
Director, Contact Center Solutions
BCD Travel
 
Why You Should Listen to Willie:
Willie is the Director of Contact Center Solutions Communications at BCD Travel, where he leverages 19 years of experience to drive global service excellence and operational clarity across the CCS organization. With more than 13 years of specializing in contact center strategy, he partners closely with operations and program management teams to implement scalable, customer focused solutions that enhance both efficiency and experience. Willie is based in Converse, TX, and is recognized for his leadership in optimizing communication frameworks and innovative contact center technologies.
 
Christina Bell
Vice President, Contact Center Solutions
BCD Travel
 
Why You Should Listen to Christina:
Christina serves as Vice President of Contact Center Solutions at BCD Travel, where her visionary leadership has driven operational excellence and meaningful cost savings through innovative service strategies. Known for her strong analytical mindset and collaborative approach, she consistently centers customer loyalty and agent effectiveness in her work. Christina is passionate about elevating the customer experience by integrating emerging technologies and industry best practices, helping transform the service landscape to improve profitability and performance. Widely recognized as an industry leader, she brings deep expertise and a commitment to advancing organizational success.
 

Abstract:
Discover how focusing on the “why” behind AI adoption can drive measurable improvements in customer experience and operational efficiency. Learn actionable strategies to reduce customer effort, boost loyalty, and deliver tangible business results through AI-powered solutions.
 
Action Items:

• Identify high-effort customer and agent processes to target for AI-driven improvement
• Implement conversational AI to automate simple, high-volume interactions and reduce wait times
• Evaluate and track ROI by measuring reductions in abandonment rates, operational costs, and increases in customer satisfaction

Headliner:

Brian Jeppesen
Director, Contact Center Operations
Fertitta Entertainment
 

Why You Should Listen to Brian:
With over 35 years of experience, Brian is a seasoned leader in contact center operations and 2-time Frost & Sullivan award winner. He specializes in deploying Conversational AI to enhance customer experience and reduce costs, has led teams of up to 2,500 agents across global brands including Landry’s and Golden Nugget and serves on the Board of Directors for the Contact Center AI Association.

Abstract:

In an era of unprecedented artificial intelligence adoption, contact center leaders increasingly confront the critical challenge of reconciling C-Suite enthusiasm with operational feasibility and strategic value creation. This session addresses the imperative need for contact center executives to establish ROI and realistic frameworks that bridge the gap between transformative AI potential and pragmatic implementation.

Action Items:

• Expectation Management: Developing communication frameworks that articulate and socialize realistic expectations while maintaining stakeholder engagement
• Use Case Prioritization: Identifying and validating high-impact, low risk applications that demonstrate measurable return on investment
• Governance Architecture: Implementing robust oversight mechanisms that ensure responsible deployment and risk mitigation
• Value Demonstration: Integrate metrics-driven approaches to quantify business impact and justify continued investment

Through practical frameworks and industry insights, participants will gain actionable strategies to position AI initiatives within realistic parameters while advancing organizational innovation objectives. This session equips leaders with the tools necessary to navigate the complex intersection of technological possibility, executive expectations, and operational constraints—ultimately fostering sustainable AI integration that delivers tangible business value.

Moderator:

Cippy Seidler
Director, Consumer Care Center
Banner Health

Why You Should Listen to Cippy:
Speaking to and working with many diverse contact groups around the world has inspired and enlightened Cippy. It has brought positivity, new ideas and creativity to an already open mind about the importance and truly critical nature of the contact center environments. She has worked most of her career in Retail and Health Care contact centers helping others appreciate why internal and external customer service and brand loyalty begins in the contact center.

Panelists Include:

Demetrice Bryant
Senior Director, Support Services
Priceline

Why You Should Listen to Demetrice:
Demetrice is a senior learning and customer experience leader with over 20 years of experience transforming global service organizations through enterprise-wide learning strategy, AI-powered customer experience, and digital workforce transformation. She brings deep expertise in talent development, performance management, and change enablement, with a strong focus on aligning people, process, and technology to deliver measurable results. Demetrice has led large-scale learning and quality initiatives across industries, partnering with executive teams at Priceline, The Coca-Cola Company, Kaiser Permanente, Emory University, Children’s Healthcare of Atlanta, and the State of Georgia.

Jason DaCosta
Senior Vice President, Customer Operations
Alarm.com

Why You Should Listen to Jason:
Jason is a transformational leader and customer service practitioner, having built contact centers and their operations from scratch to scale. He focuses on building processes and best practices from a foundation of continuous ongoing improvement by pushing teams to deliver “best in the world” outcomes, while identifying opportunities to innovate by leveraging new and dynamic technology.

Paul Grubic
Director – Owner Channel Operations
GE Appliances

Why You Should Listen to Paul:
Paul is an accomplished Director of Operations with more than 20 years of experience leading high-performing contact centers. Recognized for driving operational excellence and customer experience innovation, he has led large-scale teams, implemented transformational service strategies, and improved performance through data-driven decision-making. Paul specializes in scaling operations, fostering cultures of accountability, and driving continuous improvement across channels. He has a proven track record of improving key metrics, launching new support models, and aligning service delivery with business goals. A strong advocate for operational agility and customer-centric leadership, Paul brings practical insight to the evolving virtual contact center landscape.

Shri Nandan
Vice President, AI Products & Experiences
Comcast

Why You Should Listen to Shri:
Shri is a customer-obsessed CX professional who has dedicated her career to “meeting the customers where they want to be met”. Her leadership and advisory roles across diverse industries spanning insurance, fintech, pharmaceutical and telecom have honed her expertise in digital transformation and product strategy, enabling her to contribute significantly to customer-centric product and technology advancements. Using data driven approaches and high-performing teams, Shri has elevated the AI and digital product landscape enhancing customer experiences, and embedding strategic technological innovations across the business.

Damon Spurlock
Director, Global Workforce Management & Command Center
Fabletics

Why You Should Listen to Damon:
Damon has held various workforce management (WFM) leadership and technical consultant roles in the contact center industry for over 15 years. In his current role at Fabletics, he has recently introduced a practical playbook to implement real-time WFM automation guardrails, governance, and metrics that translate AI promises into business outcomes customers and agents actually feel. Damon currently resides in Davao City, Philippines since 2018, where he is also the Co-Founder of WFM Pros organization and a Founding Member on the Philippine AI Business Association (PAIBA).

Scott Thomas
Associate Vice President, Client Care
Cox Automotive Inc.
Customer Engagement Leadership Council Member

Why You Should Listen to Scott:
Scott brings over 20+ years of experience leading large-scale customer service operations and currently oversees a team of 800+ supporting Cox Automotive’s Retail brands, including Autotrader and Kelley Blue Book. His organization manages 1.8 million annual support interactions, API implementations, and 26,000 web domains, consistently achieving a CSAT rate of 90% or higher, low employee attrition, and strong internal promotion rates. These results come from a deep focus on operational excellence, leadership development, and customer-driven innovation. Throughout his career, Scott has transformed high-volume service organizations and coached leaders on scalable, peoplefirst support models

Abstract:
Many AI pilots stall due to the “AI Adoption Gap,” – operational friction, business casing, and risk concerns. This session, tailored for operational managers, moves beyond the “why” to the “how” of mass-scale AI execution. We will explore real-world deployment examples from major brands and define a repeatable framework for scaling AI in contact centers.
 
Action Items:

• Uncover business impacting use cases
• Identify and mitigate scalability blockers
• Execute an AI readiness checklist

Fab Facilitator:

Seth Greenberg
Director of Demand Generation and Strategy
SoundHound AI
 
Why You Should Listen to Seth:
An award-winning strategist with over 15 years of experience, Seth is Director of Demand Generation and Strategy at SoundHound AI where he excels at bringing data-driven insights to products, marketing, and CX. His previous work included building innovative consumer-centric experiences for the world’s biggest brands, like Disney, Ally Bank, Verizon, Samsung, Nike, and IBM.

Abstract:

For decades, contact centers have relied on a familiar and largely static set of KPIs such as average handle time, adherence, service level, CSAT to measure performance and drive behavior. These metrics shaped operating models, incentives, and technology investments. But that stability is disappearing. As agentic AI reshapes how work gets done, KPIs are no longer fixed benchmarks, they are becoming dynamic, personalized, and continuously evolving. In this think-tank style session, we’ll discuss how agentic AI is fundamentally changing the meaning of performance metrics across workforce management, operations, and customer experience.

Action Items:

• Operationalize practical guidance on rebalancing KPI scorecards toward leading indicators that reflect dynamic, AI-enabled operations
• Showcase examples of modern KPI frameworks and workflows that keep humans in control, even as AI continuously reshapes the work
• Explore possible ways evolving KPIs can act as inputs to evolve and continuously optimize AI decisions
• Establish a shared understanding of how performance management may evolve as AI and human leaders continuously shape success criteria

Fab Facilitator:

Alain Mowad
Vice President of Product Marketing
Aspect Software
 
Why You Should Listen to Alain:
Alain is Vice President of Product Marketing at Aspect Software, where he leads the product marketing, partner marketing, customer marketing, and market intelligence teams to drive growth through differentiated go to market execution and customer retention and expansion strategies. With more than 30 years of experience across product marketing and product management, Alain has built and led high performing teams that bring workforce engagement, customer experience, security, infrastructure, AI/ML, and IT lifecycle services solutions successfully to market.

Abstract:

In this interactive workshop, we’ll work together to examine how a trusted, governed knowledge foundation empowers AI‑ready agent support. Through collaborative activities, participants will explore how structured process knowledge enhances consistency, confidence, and scalability, becoming a true force multiplier for both human and AI agents.

Action Items:

• Identify where to start with your knowledge strategy
• Define governance guardrails for both humans and AI
• Set knowledge readiness standards that enable AI at scale

Fab Facilitator:

Jaclyn Lo
Director, Customer Success
Procedureflow

Why You Should Listen to Jaclyn:
With deep experience in optimizing customer experience, accelerating digital adoption, and leading large‑scale change across contact centers, Jaclyn brings a practical understanding of what frontline teams need to succeed. Her work is grounded in the belief that strong knowledge foundations are the engine behind confident agents, consistent service, and AI systems that truly add value.

Abstract:
As customer interactions become more complex and emotionally charged, contact centers must move beyond productivity metrics to equip agents with critical listening and decision-making capabilities. This interactive session explores how modern scoring frameworks, summarization, and quality intelligence can elevate agent performance, supervisor effectiveness, and customer satisfaction at scale.
 
Action Items:

• Evaluate and adopt fit-for-purpose scoring frameworks that reinforce critical listening, empathy, and outcome quality
• Implement quality monitoring practices that combine call recordings, transcripts, summaries, and automated scoring to gain insight into performance and coaching opportunities
• Operationalize scoring and insight frameworks enabling consistent reductions in rework and escalation

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:
High performance has always been there – buried across customer interactions, quality data, workforce metrics, CRM signals, and operational systems. What’s changed is our ability to uncover it. In this interactive session, we’ll show how organizations are identifying high-performing behaviors wherever they occur: sales professionals who consistently overcome objections, agents who execute compliance flawlessly, and leaders whose coaching drives measurable improvement.
 
Action Items:

• Unify customer service data and automatically surface the high-impact moment
• Highlight real examples of excellence and embed those directly into performance management and coaching workflows
• Institute a repeatable system for helping agents and leaders reflect, replicate, and scale the behaviors that drive winning outcomes

Fab Facilitator:

Rey Ortega
Chief Customer Officer
AmplifAI
 
Why You Should Listen to Rey:
Rey is a mission-focused innovator dedicated to helping companies scale by aligning human potential with cutting-edge technology. With deep experience in CX and contact centers, Rey builds teams and systems that solve the struggles and challenges of driving contact center performance. His passion is using the latest technologies to help brands deliver exceptional customer and employee experiences.

Abstract:

As financial services organizations accelerate AI adoption, customer service and experience leaders must move beyond simply “balancing” humans and automation and instead operationalize human centered AI at scale. This session shares practical, real-world lessons on implementing, monitoring, and translating analytics into frontline behaviors that strengthen customer trust, elevate agent performance, and drive measurable operational outcomes.

Action Items:

• Implement targeted training and enablement programs that prepare frontline and support teams for AI powered work, ensuring confidence, adoption, and consistent execution
• Integrate human + AI collaboration into workflows by identifying where automation, analytics, and human judgment must intersect to protect customer trust and elevate outcomes
• Evaluate and evolve performance frameworks to reward AI augmented excellence, using analytics to monitor quality, refine workflows, and continuously improve the customer and agent experience.

Rockstar Insight:

Susan Weaver
Chief Customer Officer
Slavic401k

 

Why You Should Listen to Susan:
Susan’s career progression over the past 25+ years from a front-line processor and call center representative to Chief Customer Officer has been a profound and rewarding learning experience. Her innovative approach to contact center operations and relationship management has redefined the importance of the customer experience at Slavic401k. By consistently placing the customer at the heart of every decision, Susan has fostered a culture of empathy, accountability, and excellence, achieving outstanding results for both the business and the customers they serve.

Abstract:
Join a candid fireside conversation between two experienced contact center leaders with more than 30 years in the industry. This session explores what adaptive leadership looks like in today’s rapidly changing contact center environment. The discussion will cover leading through uncertainty and change fatigue, managing employee and customer churn, leveraging emerging technologies including AI without losing the human connection, and modeling resilience in high pressure, performance driven organizations.
 

Rockstar Insights:

Krista Scott
Vice President of Contact Center Operations
Great American Media
 
Why You Should Listen to Krista:
Krista is a seasoned contact center executive with over a decade of experience leading large, remote, and omnichannel teams across phone, chat, email, social, and AI-enabled platforms. She brings a practical adaptive leadership perspective, having guided organizations through constant transformation—balancing emerging technology, operational performance, and the human realities of change fatigue while sustaining resilient, high-performing teams.
 
Shannon Yeats
Global Vice President, Client Success
Entertainment Partners
 
Why You Should Listen to Shannon:
Shannon is a seasoned, results-driven executive with deep expertise in leading large-scale teams across contact centers, sales, and claims operations. She has a proven track record of driving business growth, improving operational efficiency, and cultivating a culture of high performance and continuous improvement. Known for aligning strategy with execution, Shannon excels at enhancing the customer experience and championing employee engagement. She has led teams of 800+ across diverse environments, with a strong focus on service quality, innovation, and delivering measurable, lasting results.
 

Abstract:
Voice AI and intelligent automation are transforming IT service desks and call centers by streamlining workflows, improving user experience, and enabling continuous improvement. This session explores how organizations can leverage these technologies to close the customer feedback loop and convert insights into meaningful operational and experience driven change.
 
Action Items:

• Rethink support operations by examining where Voice AI can replace fixed scripts with dynamic, context aware interactions
• Identify efficiency opportunities by analyzing incident patterns, triage workflows, and customer behavior insights
• Evaluate Voice AI capabilities to determine where speech recognition, NLP, and intelligent automation align with existing workflows

Rockstar Insight:

Aaron Rzepka
Deputy General Manager, Customer Application Branch
County of Los Angeles
 
Why You Should Listen to Aaron:
Aaron is a senior technology executive with deep experience leading large‑scale IT organizations, modernizing enterprise systems, driving digital transformation across complex private and public‑sector environments. He has overseen mission‑critical development teams, implemented organization wide technology strategy, and delivered innovative solutions that improve service delivery and operational efficiency. His track record integrating advanced automation and reimagining ServiceDesk operations positions him as a leading voice on the transformative role AI can play in elevating customer and workforce support.

Hosted By:

Brian Jeppesen
Director, Contact Center Operations
Fertitta Entertainment
 
Why You Should Listen to Brian:
With over 35 years of experience, Brian is a seasoned leader in contact center operations and 2-time Frost & Sullivan award winner. He specializes in deploying Conversational AI to enhance customer experience and reduce costs, has led teams of up to 2,500 agents across global brands including Landry’s and Golden Nugget and serves on the Board of Directors for the Contact Center AI Association.

Abstract:

AI is everywhere—but trust is not automatic. This session explores how leaders can thoughtfully deploy AI in customer-facing environments, drawing on real-world examples from operational AI at the gate and AI-enabled contact centers to balance automation, human judgment, and trust.

Action Items:

• Evaluate AI use cases through real operational pilots—such as gate operations and contact centers—to ensure technology solves the right problems before scaling
• Integrate AI with frontline teams by clearly defining where automation supports speed and insight, and where human empathy and decision-making must lead
• Build trust in AI by transparently governing how tools are selected, tested, and introduced to both employees and customers

Headliner:

Dana Shapir Alviene
Chief Guest Officer
Breeze Airways
 
Why You Should Listen to Dana:
Dana is the Chief Guest Officer at Breeze Airways™ with over 25 years of airline operations and customer experience leadership. She has held key roles at Southwest, JetBlue, Avianca, and Spirit, where she led airport and inflight teams and drove significant improvements in on-time performance and guest satisfaction.

Abstract:

In today’s technology driven environment, almost every project and initiative involves IT resources, while at the same time the capacity of IT teams becomes increasingly limited. In this session we will use real world scenarios to talk through how to build strong partnerships and alignment with IT leaders and across the enterprise to ensure that key customer facing initiatives are given the right level of priority within your organization.

Action Items:

• Build effective partnerships with key leaders in order to understand perspectives and gain buy-in for your top priorities
• Employ frameworks within your organization to increase cross-enterprise alignment and break down silos
• Create the right routines to showcase the impact of partnering around initiatives that impact the customer and employee experience

Rockstar Insight:

Matt Goldsmith
Senior Vice President of Member Experience
MIT Federal Credit Union
 
Why You Should Listen to Matt:
Matt has led customer-facing organizations across a wide variety of businesses over the past 20 years. He has built a strong reputation for building cohesive partnerships across business units and creating enterprise alignment in order to successfully drive large-scale business transformation, resulting in industry leading results in both customer and employee engagement and satisfaction.
 

Abstract:

Retention doesn’t improve by accident; it improves by design. This interactive session challenges leaders with real, fast-paced scenarios drawn from live operations, revealing how purpose, clarity, and growth pathways drive employee retention and sustained performance.

Action Items:

• Connect daily behaviors to outcomes, growth, and retention through clear, purpose-driven performance scorecards
• Pinpoint high-risk attrition moments and apply targeted interventions before disengagement turns into turnover
• Establish visible growth paths and leader accountability to ensure fair, consistent retention at scale

Rockstar Insight:

Rasheeda James
Vice President of Client Services
Americor
 
Why You Should Listen to Rasheeda:
Rasheeda is a senior customer experience and operations executive known for scaling high-performing, people-centered organizations through data, technology, and heart-led leadership. As Vice President of Client Services at Americor, she leads large, multi-site contact center operations across the U.S. and nearshore partners, overseeing hundreds of professionals across voice, chat, and digital channels. Rasheeda is deeply committed to servant leadership, community impact, and developing the next generation of leaders. She believes that the strongest organizations are built where accountability, transparency, and compassion coexist.

Moderator:

Natalie Beckerman
EVP/Chief Business Officer
iQor
 
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:

Angela Blevins
Vice President, Club & Owner Services
Hilton Grand Vacations
 
Why You Should Listen to Angela:
Angela is an award-winning Customer Experience Architect, Expansion Executive, and Operations Leader with deep expertise in driving innovative, sustainable strategies that maximize customer satisfaction, loyalty, and retention. She is a trusted Strategic Advisor and Board Member, recognized for leading high-value, high-stakes initiatives through strong stakeholder engagement, data-driven platforms, and disciplined execution that delivers growth, cost savings, and optimized performance. A hands-on servant leader and team builder, Angela cultivates cross-functional collaboration, develops top talent, and fosters high-performing environments that elevate the end-to-end customer experience and bottom-line results.
 
Rasheeda James
Vice President of Client Services
Americor
 
Why You Should Listen to Rasheeda:
Rasheeda is a senior customer experience and operations executive known for scaling high-performing, people-centered organizations through data, technology, and heart-led leadership. As Vice President of Client Services at Americor, she leads large, multi-site contact center operations across the U.S. and nearshore partners, overseeing hundreds of professionals across voice, chat, and digital channels. Rasheeda is deeply committed to servant leadership, community impact, and developing the next generation of leaders. She believes that the strongest organizations are built where accountability, transparency, and compassion coexist.
 
Susan Weaver
Chief Customer Officer
Slavic401k
 
Why You Should Listen to Susan:
Susan’s career progression over the past 25+ years from a front-line processor and call center representative to Chief Customer Officer has been a profound and rewarding learning experience. Her innovative approach to contact center operations and relationship management has redefined the importance of the customer experience at Slavic401k. By consistently placing the customer at the heart of every decision, Susan has fostered a culture of empathy, accountability, and excellence, achieving outstanding results for both the business and the customers they serve.

Abstract:
Leadership grows when we intentionally recognize what we uniquely bring to the table — and choose to share it. It’s not about mastering every skill; it’s about identifying your personal leadership strengths, using them to help others grow, and being open to learning from the strengths around you.
 
In this interactive (and fun!) session, you’ll reflect on your own leadership superpowers, share them in ways that elevate others, and intentionally connect with peers whose strengths can stretch and support you in return. Expect increased self-awareness, authentic connection, and meaningful peer growth — both giving and receiving.
 

Hosted By:

Natalie Beckerman
EVP/Chief Business Officer
iQor
 
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.
 
Jaysa Boyer
Head, Employer Engagement
Ultimate Medical Academy
 
Why You Should Listen to Jaysa:
Jaysa joined UMA in 2014 and has spent the past 12 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.
 

Hosted By:

Andrea Hughes
Senior Director, Customer Service
TruGreen

Why You Should Listen to Andrea:
Andrea is a seasoned customer experience leader with over 20 years of transforming service organizations and strengthening the partner relationships that drive exceptional customer outcomes. She is known for turning external partnerships into strategic extensions of her teams, elevating performance, innovation, and operational excellence. As a senior leader and advocate for women in CX, Andrea brings practical insight and authentic leadership to conversations that move the industry forward.

Hosted By:

Gina Marchese
Senior Director, Consumer Connections
LIXIL
 
Why You Should Listen to Gina:
Gina, a dynamic leader with over 20 years in customer service, excels in transforming contact centers into high-performing organizations. Her innovative approach has consistently driven efficiency and elevated customer satisfaction, making her a respected expert in the industry.

Hosted By:

Shannon Yeats
Global Vice President, Client Success
Entertainment Partners
 
Why You Should Listen to Shannon:
Shannon is a seasoned, results-driven executive with deep expertise in leading large-scale teams across contact centers, sales, and claims operations. She has a proven track record of driving business growth, improving operational efficiency, and cultivating a culture of high performance and continuous improvement. Known for aligning strategy with execution, Shannon excels at enhancing the customer experience and championing employee engagement. She has led teams of 800+ across diverse environments, with a strong focus on service quality, innovation, and delivering measurable, lasting results.
 

Hosted By:

Wes Dudley
Senior Vice President, Customer Experience
Broad River Retail
 
Why You Should Listen to Wes:
Wes has over 35 years of retail experience and is a customer experience executive who believes the best business results come from inclusive leadership. Known for challenging the status quo through people, process, and technology, Wes is a vocal ally to women in business. He is committed to creating environments where voices are heard, opportunities are equitable, and leadership is earned through trust, not title.