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Vice President, Enterprise Customer Solutions
Vice President Customer Care
Leadership Coach and Best-Selling Author
Begin With WE
Chief Customer Officer
Vice President, Operations | Card Services |
Shared Services | Call Centers
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.
Chief Operations Officer
Julie strives to transform customer touchpoints into powerful relationship- and brand-building events using innovative thinking and highly efficient business practices. With 30 years of operations and contact center experience, she is particularly skilled at developing and executing solutions in partnership with product and design departments using combinations of internal and outsourced teams.
Frost & Sullivan
Chief Technology Officer
Charitable Adult Rides & Services (CARS)
Assistant Vice President,
Contact Center Operation & Center of Excellence
Vice President of Customer Support
Training and Development Project Manager
Allergan Aesthetics, an Abbvie Company
Director of Group Reservations
Vice President, Customer Solutions
Associate Vice President, Customer Experience
Jefferson Health Plans
Vice President – Clinical Access
Patrick leads Access Strategy & Operations, which includes, a Contact Center operation with over 500 employees, supporting over 6,000,000 member contacts annually, Nurse Triage team, Capacity Management, Access Analytics & Technology teams.
Senior Director, Contact Center & Telephony Operations
Over his 11+ years with the company, Bill has progressively moved into roles of increased responsibility based in part, on his talent for quickly mastering technology and business processes. In his current role, Bill leads a team focused on contact center technical operations. AdaptHealth is increasing its focus on leveraging AI and digital solutions to enhance the patient experience and Bill is instrumental in helping to execute on that vision.
Senior Director, Consumer Connections
With over two decades of experience, Gina is a seasoned professional in customer service leadership. She specializes in building contact centers from the ground up and has a proven track record of implementing innovative systems to enhance overall efficiency and consumer satisfaction.
Vice President, Sales and Marketing Operations
Customer Engagement Leadership Council Member
A perpetual student of data, technology, and human behavior, Angela relishes bringing people, process, and technology together to serve consumers. She believes in the power of coaching combined with analytics to drive sales results. She is passionate about mentoring, leadership development and community involvement. Angela’s career has spanned Consumer Product Goods, Retail, and Insurance. She currently has the honor of leading the TruStage Sales and Marketing Operations and serving on the TruStage Foundation Board.
Vice President, Global Member Services and Operations
Michael believes that wildly successful companies start with successful customers and associates. Currently, he builds those experiences for Virgin Pulse, as their Vice President of Global Member Services and Operations. Michael has deep expertise in constructing pillars of a customer experience strategy for contact center or customer care teams.
Vice President Customer Experience and Operations
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.
Senior Director of
Customer Support (Self-Service)
With a decade of experience in fast-paced startups, ranging in size from 50 to 5000+ employees and 100 to 10,000,000+ users, Derek has helped launch and scale most types of customer centric teams. Currently focused on agent performance improvement and optimizing the self-help experience at WIx, he’s most excited about learning how to utilize GenAI to evolve customer care.
Senior Director, Guest Port Services
Carnival Cruise Line
Hailing from Miami, Fl, the cruise capital of the world, Tatiana has been in the biz for close to 15 years. In between, she achieved significant operational successes and accolades at ADP, Inc, where she took a 10-year hiatus from the travel industry. All throughout her journey, regardless of sector, she’s had one north star – make the customer happy by making her team members happy.
Global Customer Care Leader
Building her career on a foundation of expertise in marketing, technological, and business leadership, Olga is a dynamic and impactful executive with a unique blend of leadership, strategic thinking, and operational expertise. In the span of 28 years, Olga has proven ability to navigate dynamic environments and multicultural teams. Passionate about being at the forefront of shaping the customer experience landscape for diverse portfolio of brands her career includes appointments for strategic and leading roles at Voxel, Expedia, Telefonica, British Gypsum, Kering Group (Pinault-Printemps-Redoute), and others.
Former Senior Director Digital Service &
Passionate about the transformative potential of digital channels and automation, Sean has consistently stayed ahead of industry trends, leveraging data and emerging technologies to drive digital transformation and create impactful customer experiences.
Learning & Development Technologist
Allergan Aesthetics, an Abbvie Company
Director, Knowledge &
Quality, Customer Service Experience (CSX)
Customer Engagement Leadership Council Member
Director, Consumer Care Center
Le Quiche Singletary
Enterprise Customer Service Director
Samuel Vazquez Jr.
Former Vice President, Application Support &
JPMorgan Chase & Co.
Samuel is a distinguished figure in the contact center industry, boasting over two decades of profound expertise and leadership. Throughout his illustrious career, Samuel has been instrumental in elevating the performance and support services of prominent companies such as Verizon, Nationwide Insurance, and JP Morgan Chase. His keen understanding of the sector’s dynamics and his emphasis on prioritizing the human element has consistently resulted in the delivery of superior customer service experiences.
Senior Director, Global Support and Integrity Operations
Over a 20+ year career in designing awesome customer experiences, David has built a unique skill-set in understanding customer expectations and how to inspire and motivate large-scale operations teams to deliver. He is currently obsessed with true empathy and advocacy in his work at DoorDash and over the last year had led the transformation to customer-centricity. The future is in human and empathetic experiences and David can share the DoorDash journey to get there.
Head of Sales & Marketing
With more than 30 years’ experience in the contact center and BPO industry, Randy is known as an expert at solving complex business challenges for his clients He has created advanced CX solutions for many of the F100 brands in all industry verticals, beginning with in-depth business assessment to identify gaps and needs, followed by the application of advanced processes, technologies, and cutting edge thought leadership focused on the customer journey.
Vice President, Global Talent
With 15+ years of consumer care experience, Amy has a proven track record of increasing employee engagement and, in turn, helping global brands maximize customer experiences. She has made employee engagement a primary focus within her current organization and recent engagement results have classified them as a world class engagement culture. Whether in a corporate support role or in direct management of a consumer care team, Amy has a personal passion to deliver results.
Mary Ann Chandler
Vice President, National Accounts
Mary Ann is a seasoned sales leader in the technology space. Her passion, energy, and unwavering dedication are evident in her commitment to surpassing customer expectations throughout their automation journey. Prior to joining Intradiem in 2011, Mary Ann was in the financial industry.
Thought Leadership Director
An award-winning editorial leader, Ginger Conlon is currently thought leadership director at Genesys, where she crafts research-led content on customer experience and co-hosts the “Tech Talks in 20” podcast and “CX Green Room” livestream show. Additionally, she serves on the Environmental Defense Fund’s Digital Advisory Council. In her prior roles as chief editor of Direct Marketing News, 1to1, and CRM magazines, she set the editorial vision and strategy, which led to increased readership, reader engagement, and revenue. Ginger, a founding board member of CXPA, was selected as the 2023 CXStars awards’ #1 CX industry influencer by CX Magazine.
Vice President of Sales, Former Global Leader of Training & Operations
Casey is an experienced global leader of Operations & Training organizations with a rich background in contact center operational success. Casey has led multiple global Training organizations, including at Western Union and RE/MAX, overseeing training delivery, quality assurance, knowledge documentation, creative & interactive design and LMS.
General Manager, Implementation and Delivery
Fred leads the Delivery organization at Replicant and specializes in applying generative AI in contact centers and beyond. With a background in data and analytics both as a practitioner and a leader at McKinsey & Company, Fred’s expertise spans across industries and functions, having spent time in his career driving transformations from Retail to Banking and Marketing to Supply Chain.
Senior Vice President of Sales and Business Development
Chief Customer Officer
Etech Global Services
Jim is a 34-year veteran of the call center/BPO industry with an impeccable track record of innovation and advanced business intelligence. He has been featured in numerous publications, including CIO Review, Contact Center Pipeline, and Connections Magazine. Additionally, he has been listed as one of the ‘Top 10 Business Leaders Transforming their Industry in 2023’ by CIOLook and named in the ‘Top 20 Influential People to Follow’ on Twitter by “Iwantitnow”.
Director of Engineering
Ali “Let’s automate that” 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.
Senior Customer Success Manager
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.
Director, Channel Partnerships
Tom is a strategic thought leader with 20 years in the world of CX and Digital Transformation. Tom’s career has been dedicated to enhancing customer satisfaction and loyalty through strategic CX initiatives. His deep understanding of customer needs and market trends has allowed him to spearhead transformative projects that have elevated overall customer experience. Tom’s CX approach is always grounded in the marriage between reliable labor and customer-friendly technology.
Director of Solutions Consulting
For the past 5 years Brian has led consultation, design, deployment, and ultimately the transformation of dozens of contact centers across a diverse set of clients from MidMarket to Fortune 100 firms, with a focus on integrating Machine Learning, Conversational AI and now Generative AI into these projects.
Founder and Chief Executive Officer
Sean is a strategic visionary dedicated to elevating large organizations by harnessing the synergy of technology, people, and processes. With a career centered on converting average KPIs into exceptional results, Sean believes that the core of any successful transformation is its people, guided by leaders committed to fostering positive change. His approach intertwines innovative thinking with next-gen technology to drive organizational excellence.
Senior Product Marketing Manager
Devin has been researching and advising executives on customer service and customer experience strategies for the past 15 years as an Analyst at two leading research firms. He writes and speaks on topics such as digital customer service experience, service channel strategy, personalization, AI, the Effortless Experience, and the agent experience. Throughout his career, he has worked across the globe, advising companies from Fortune 50 to technology startups.
Chief Operating Officer
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.
Product Marketing Manager
With a multifaceted background in CX, Knowledge Management, and Incident Management, Fiona brings strategic insights and innovative solutions to facilitate operational enhancements and bolster customer experiences. She has cultivated deep connections with clients, harnessing their unique insights to drive transformative change across diverse industries.