Customer Contact East 2024

Visionary Headliners, Rockstars
and Fab Facilitators

Interested in Becoming or Nominating a Speaker?

Contact Caryn Brown

Headliners

Brian Jeppesen

Brian Jeppesen

Director, Contact Center Operations
Fertitta Entertainment

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.

Bobby Thompson

Bobby Thompson

Director of Construction
Schaefer Homes

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.

ROCKSTAR INSIGHTS

Willie Beasley

Willie Beasley

Director, Contact Center Solutions
BCD Travel

Christina Bell

Christina Bell

Vice President, Contact Center Solutions
BCD Travel

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.

Francoise Benoit-Betters

Francoise Benoit-Betters

Vice President, Merchant Services
First American by Deluxe

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.

Nate Brown

Nate Brown

Head of CX Advisory
Metric Sherpa

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.

Demetrice Bryant

Demetrice Bryant

Senior Director, Support Services
Priceline

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.

Takia Butler

Takia Butler

Director, Care Operations
Grubhub

Matt Goldsmith

Matt Goldsmith

Senior Vice President of Member Experience
MIT Federal Credit Union

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.

Daven Govender

Daven Govender

Group Chief Customer Officer
Digicel Group

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.

Paul Grubic

Paul Grubic

Director – Owner Channel Operations
GE Appliances

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.

Andrea Hughes

Andrea Hughes

Senior Director, Customer Service
TruGreen

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.

Rasheeda James

Rasheeda James

Vice President of Client Services
Americor

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.

Shri Nandan

Shri Nandan

Vice President, AI Products & Experiences
Comcast

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.

Gina Marchese

Gina Marchese

Senior Director, Consumer Connections
LIXIL

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.

Krista Scott

Krista Scott

Vice President of Contact Center Operations
Great American Media

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.

Cippy Seidler

Cippy Seidler

Director, Consumer Care Center
Banner Health

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.

Tori Signorelli

Tori Signorelli

Director Guest Journey & Insights
Alaska Airlines

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.

Damon Spurlock

Damon Spurlock

Director, Global Workforce Management & Command Center
Fabletics

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

Scott Thomas

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

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

Susan Weaver

Susan Weaver

Chief Customer Officer
Slavic401k

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.

Shannon Yeats

Shannon Yeats

Global Vice President, Client Success, Contact Center
Entertainment Partners

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.

Fab Facilitators

Ali Karim

Ali Karim

Vice President
DATAMARK, Inc.

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.

Adam Levin

Adam Levin

Chief Executive Officer & Founder
Reddy

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.

Jon Lunitz

Jon Lunitz

Head of Enterprise Solutions and Sales
DATAMARK, Inc.

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.

Lisa Michaud

Lisa Michaud, Ph.D.

Director, Product Management
Interactions

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.

Sean Minter

Sean Minter

Founder and Chief Executive Officer
AmplifAI

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.

Alain Mowad

Alain Mowad

Vice President of Product Marketing
Aspect Software

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.

Erin Walton

Erin Walton

Director, Strategic Accounts
Nextiva

Erin is a customer experience transformation leader with more than a decade of experience advising organizations on the strategic modernization of contact center operations. She specializes in leveraging contact center technology and operating models to elevate customer experience while reducing operational costs and maximizing profitability. Erin has successfully built and scaled contact centers from the ground up and is recognized for implementing innovative, AI and data-driven solutions that improve efficiency, enhance customer satisfaction, and deliver sustained financial performance.

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