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Headliners

Senior Director, Customer Care, Hilton

Anne Bibb

Session: The Power of People: Transitioning to the Future of Work

Anne Bibb is currently the Senior Director for Hilton Reservations & Customer Care. .

Anne has over twenty years’ experience in customer service, demonstrating strength in building high performing teams to drive operational excellence and consistency. She relies on strong communication as the core of the business, strengthening client relationships, and driving results. Anne has held a variety of management roles including operations, client services, contract management, WFM, training and recruiting.

Anne was previously with Harvey Hotels, Wilson World Hotels, Holiday Inn Hotels, MCI/WorldCom, EDS, Alpine Access, Sykes and Sutherland.

A passionate advocate for remote work, employee engagement and leadership, she has been a speaker and featured attendee at webinars and conferences such as Remote Work Summit, University of Utah, AgileWorks, Running Remote, NASWA and more.

Anne is a member of the National Association for Professional Women and an Advisory Board Member of Intenth Management Group, as well as two youth advocacy groups. She also is a member of several leadership organizations and takes every opportunity to mentor up-and-coming management talent.

Anne lives in Texas with her husband, adult high-functioning autistic daughter, several seriously spoiled dogs and always keeps a room for her active duty Marine son when he comes home.

Senior Vice President, Customer Experience, Root

Gary Magenta

Session: Doing What’s Right for the Customer: What They Want, Expect, and Value

Gary Magenta is passionate about helping leaders and organizations change their business, transform how they engage their people, and deliver exceptional results.

He is the Chief Change Architect of Root Inc., a consulting company that helps the world’s most influential organizations master disruption, activate change, and realize positive results. During his 18 years at Root, Gary has partnered with CEOs and executive teams at Fortune 500 and Global 2000 organizations throughout North America and Europe, bringing a holistic view of their businesses, their people, and the customers they serve.

With more than 30 years of business experience, Gary brings a realistic outlook, a focus on results, and a sense of humor that puts things into perspective.

Gary is the author of 720 Haircuts — Creating Customer Loyalty that Lasts a Lifetime and The Un-Bossy Boss, as well as the host of the talk show series, The Pot Stirrer. He is a highly sought after international speaker that has been recognized with a Stevie American Business Award for Executive of the Year.

He lives in Chicago, Illinois, and Fort Myers Beach, Florida, with his wife and has two grown sons. Gary is a Google fanatic and an unapologetic reality show junkie.

Rockstar Insights​

Director of Customer Support, Valvoline

Shawn Castle

Session: Success Story – Collaborating to Drive Efficiencies and Process Improvements Across the Enterprise

Bio is forthcoming…

Senior Director of GMS Technology, Analytics, and Product, TechStyle Fashion Group

Aarde Cosseboom

Session: Harnessing the Next Wave of Emerging Technologies in the Contact Center

For the last decade, Aarde’s professional experience has been focused around Contact Center technology, servicing businesses and consumers through cloud-based SaaS products. He enjoys working with large Global Customer Service teams to increase and leverage the following areas of business; leadership, customer experience, customer success, operations, technology, customer service, recruiting, and people development. He has won multiple awards in the Cloud Technology field that include Best Use of Cloud Technology and Best Voice of the Customer Product.

Associate Director, Call Center Technology, Johnson & Johnson

Bassem Hanna

Session: Meeting the Unique Challenges of the Enterprise Contact Center

Session: Ask The Experts! Panel Discussion – Earning an A for Effortless

Bio is forthcoming…

Director, Customer Experience & Compliance, Pizza Hut

Nigel Henry

Session: Gaining Top Down Support for Customer Centricity Across the Enterprise

Bio is forthcoming…

Director, Sales & Service, Amtrak

Kevin Kvech

Session: Nurturing Your Manager’s Professional Development

Bio is forthcoming…

Head of National Contact Centers, Retirement and Bank, TIAA

Eileen Lash

Session: Ask The Experts! Panel Discussion – Earning an A for Effortless

Bio is forthcoming…

Senior Vice President, Customer Experience, Root

Gary Magenta

Session: Identifying Your Customer’s Priorities

Gary Magenta is passionate about helping leaders and organizations change their business, transform how they engage their people, and deliver exceptional results.

He is the Chief Change Architect of Root Inc., a consulting company that helps the world’s most influential organizations master disruption, activate change, and realize positive results. During his 18 years at Root, Gary has partnered with CEOs and executive teams at Fortune 500 and Global 2000 organizations throughout North America and Europe, bringing a holistic view of their businesses, their people, and the customers they serve.

With more than 30 years of business experience, Gary brings a realistic outlook, a focus on results, and a sense of humor that puts things into perspective.

Gary is the author of 720 Haircuts — Creating Customer Loyalty that Lasts a Lifetime and The Un-Bossy Boss, as well as the host of the talk show series, The Pot Stirrer. He is a highly sought after international speaker that has been recognized with a Stevie American Business Award for Executive of the Year.

He lives in Chicago, Illinois, and Fort Myers Beach, Florida, with his wife and has two grown sons. Gary is a Google fanatic and an unapologetic reality show junkie.

Global Chief Technology Officer, Customer Service & Support, Microsoft

Gabriele Masili

Session: Integrating the Contact Center into the Organization-Wide Digital Experience

Session: Ask The Experts! Panel Discussion – Earning an A for Effortless

Bio is forthcoming…

Head of IT Employee Experience, Schneider Electric

Ian McLean

Session: Ask The Experts! Panel Discussion – Earning an A for Effortless

Session: Advancing an Agent’s Career Development

Bio is forthcoming…

Director of Call Center Operations, Cleveland Clinic

Rena Thompson

Session: Budget Optimization: Ideas for Driving Out Cost in the Contact Center

Bio is forthcoming…

Fab Facilitators

Global Director, Customer Service Transformation, ServiceNow

Tom Brennan

Session: Transforming Service: Building Powerful Knowledge Bases and Communities

Bio is forthcoming…

Vice President, IT and Product, Cicero

Neil Crane

Session: Employee Experience: Leveraging Data to Drive Down Employee Effort

Bio is forthcoming…

Vice President of Global Solutions and Capabilities, HGS

Mandeep Kwatra

Session: Using Customer Journey Analytics to Improve Agent Effectiveness and CX

Bio is forthcoming…

Vice President, Portfolio Market Strategy, Verint Customer Engagement Solutions

Siobhan Miller

Session: Deepening the Link Between Quality and Employee Engagement

Bio is forthcoming…

Director of Sales Enablement, Lessonly

Bryan Naas

Session: Continuous Learning, Continuous Practice, Continuous Improvement!

Bio is forthcoming…

Vice President, Global Business Solutions, Teleperformance

Devinder Singh

Session: Beyond the Contact Center: Championing an Organization-Wide Effortless Experience

Bio is forthcoming…

Senior Director, Care, Turo

Julie Weingardt

Session: Customer Support: Your Call is Very Important to Us!

Bio is forthcoming…

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