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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: The Future of CX Is Here: Is Your People Strategy Keeping Up with Your Tech Strategy?

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​

Vice President, Omni Channel Customer Care, Hudson's Bay Company

Stuart Benzal

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

Bio is forthcoming…

Director of Customer Support, Valvoline

Shawn Castle

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

Shawn has over 20 years of call center leadership experience. Shawn’s experience includes supporting internal and external customers in the retail and consumer packaged goods arena.

Shawn is currently the Director of Customer Support for Valvoline Inc., in Lexington, Kentucky. In this role, he is responsible leading the overall operations of a multifunctional group. These groups include supporting internal and external customers with customer service, technical support and inside sales. Valvoline was named Best in Class Contact Center (under 99 seats) in 2017 by CCW.

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.

Vice President, Fan Experience, Fanatics

Carolyne Matseshe-Crawford

Session: The Fix on Raising NPS

Bio is forthcoming…

Vice President, Customer Relations & Brand Experience, Signature Flight Support

Rachelle Dever

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

Rachelle has been in the hospitality industry for the entirety of her career.  Her passion is to make a difference and inspire others to do the same.  Whether it be through paying it forward to her team, innovating to improve the guest’s experience, or founding a Women’s affinity group, making a difference has been the foundation of Rachelle’s career.

Rachelle is presently the Global Brand and Guest Experience Director for Holiday Inn, a division of IHG.  In this role, she is currently focusing on innovations in creating Restaurant and Bar solutions that drive revenue, brand growth, and meet the needs of guests.  Prior to joining IHG in October 2017, she was with Popeyes Louisiana Kitchen for over 13 years, and held various roles, most recently as Head of Global Guest Experience.  She was responsible for developing a multi-year guest experience strategic roadmap that improved Overall Satisfaction by 10% in 2014-2017.  Prior to joining Popeyes, she worked for ServiceCheck Inc.  There, she worked in various capacities including consulting with numerous clients of the Restaurant and Retail Industry; and was named Salesperson of the Year in 2003.  She also has a Bachelor of Arts degree in English from Reinhardt University in North Georgia.

In addition to her professional role, Rachelle also serves on the Argyle Leadership Advisory Board (May 2018-Present).  She is founding member of the Popeyes Women’s Leadership Forum (2009-2013).  She volunteers as the Women’s Foodservice Forum Brand Ambassador (2012-Present).  She is also a member with OnBoard Inc, a nonprofit organization whose mission is to increase women in the boardroom.

In her personal life, Rachelle lives with her husband Mike and two canine babies, Chloe and Leo.  She developed her love of animals very early on, having grown up on a horse farm.  Rachelle enjoys the role of mom, having two amazing stepchildren, Sara and Hayes.  When at home, her favorite place to be is in the kitchen cooking for her family and friends.

Director, Customer Support, Thumbtack

Emily Estes

Session: Success Story – Determining and Measuring Outcomes for Impact!

Bio is forthcoming…

Research Director, Frost & Sullivan

Juan Gonzalez

Session: The Great Take-Away: Implementing the Best, Brightest and Boldest Ideas from the Program

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…

Dominique Jaritz, Chief Executive Officer, ThinkOwl Japan

Dominique Jaritz

Session: Leveraging Six Sigma in the Contact Center

Bio is forthcoming…

Director, Sales & Service, Amtrak

Kevin Kvech

Session: Nurturing Your Manager’s Professional Development

Kevin is passionate about driving the employee experience in order to fully deliver on the customer and client experience.  He thrives on developing others, building strong teams, and succeeding as a TEAM.    Kevin has 25+ years’ experience in the customer care arena across various industries providing sales, customer care, and technical support for transportation, telecom, mortgage, consumer electronics, and credit card industries for both in-house and BPO organizations.  Employee development remains a key focus in all that he does as this is a key component in driving the employee experience.  Always learning and growing, he is eager to share what he knows.

With extensive experience in project management and implementation, system migration and CRM implementation…he has worked with launching/ramping programs in various countries such as Costa Rica, Dominican Republic, Philippines, Canada, and the US.  Having run operations in various geos he enjoys learning and experiencing new/different cultures.   He has previously worked for GMAC Residential Mortgage, Liberty Media, Convergys, Barclaycard, Sitel, and currently heads up Customer Care and Sales for The National Railroad Passenger Corporation otherwise known as AMTRAK.

Managing Director, National Contact Center, TIAA

Eileen Lash

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

Favorite Quote: People may forget what you said or did but they will never forget how you made them feel.

Eileen Lash serves as Managing Director, National Contact Center and NCC Institutional Support Center of Excellence in Dallas. She joined TIAA in January, 2016. In this role, she is responsible for a staff of nearly 300 consultants and managers in Dallas and 200 consultants in Denver delivering service and financial solutions for more than 5 million retirement plan participants. Eileen is also responsible for the team handling NCC Sales and Service RFP’s, NCC readiness for Institution transitions/onboarding and ongoing Institutional service maintenance. Eileen has more than 28 years of experience in large-scale financial services Contact Centers and back-office processing. Before joining TIAA, Eileen worked for JPMorgan Chase where she most recently led six large retail Banking Servicing Contact Center sites nationwide. She was responsible for delivering Best-In-Class Customer Service to three business lines: Retail Banking, Online Banking, and Small Business Banking. Additionally, she had served as interim Market Leader for 5,000 employees in two large Chase facilities in San Antonio, TX. She executed on business continuity, employee engagement and local market volunteer activities. Eileen holds an M.B.A. from Nova Southeastern University School of Business and Entrepreneurship and a B.A. in Psychology from the University of Illinois Champaign/Urbana. She is Series 7 and 24 licensed. Eileen currently lives in Flower Mound, TX with her husband and their two rescue dogs. She enjoys tennis, golf, reading and going to the movies.

Areas of expertise: Customer Contact Strategy & Operations, Customer Interaction and Customer Experience, Agent Engagement, Outsourcing

Additional area expertise: Diversity and Inclusion, Multi-Lingual, offshoring, TCPA

Most recent customer contact/customer experience initiatives: Voice Bio, IVR redesign, live chat, co-browse, chatbot/ virtual assistant, starting to code bots for easy transactions.

Senior Vice President, Customer Experience, Root

Gary Magenta

Session: Becoming a CX Leader: Create the Right People Strategy for Your Business

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…

Vice President, Strategic Accounts, TechStyle Fashion Group

Alex McBratney

Session: The Fix on Vendor Aggregation and Management

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…

Global Head of Customer Support, Turo

Julie Weingardt

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

What inspires you? God, family, career

Julie Weingardt is an operations executive who believes the most important customer interaction is the one that happens next.  Whether consumers choose phone, chat, SMS, email, social or self service, Julie strives to transform customer care touchpoints into powerful relationship and brand-building tools.  With 30 years of contact center experience, in both internal and BPO organizations, she is particularly skilled at developing and executing omni-channel operational solutions across a wide variety of verticals using combinations of internal and outsourced teams.  In addition to Turo, her career background includes executive operational roles at Startek, Sitel, and Sykes.

Julie and her husband are the proud parents of three adult children and are making the most of empty-nester life in Scottsdale, AZ.

Fab Facilitators

President, North America, Acquire BPO

Aleks Bogdanovski

Session: Finding the Ideal Balance for Your CX – Automation, AI and Agent Support

Bio is forthcoming…

Global Director, Customer Service Transformation, ServiceNow

Tom Brennan

Session: Transforming Service: Building Powerful Knowledge Bases and Communities

Bio is forthcoming…

Senior Manager, Business Development, Aceyus

Jacob Britt

Session: Readying Your Contact Center for Next Gen Technology: Moving from Disruption to Transformation

Jacob Britt brings a holistic perspective to understanding the customer journey, having worked for nearly 20 years with front-line customer-facing organizations, applications and technologies that deliver and create industry-leading customer experiences.  He specializes in working with large companies that employ a vast number of disparate systems, helping them to make sense of their data by summarizing it and making it available to the right people. As a Senior Manager in Business Development with Aceyus, Jacob has a passion for finding the latest in customer experience improvements along with strategic partners that help to bring innovative ideas to the world of Contact Center Analytics.

Vice President, Client Solutions, Datamark

Nina Brown

Session: Leveraging Six Sigma in the Contact Center

As an 18-year veteran of the company, Nina Brown began her career with DATAMARK in 2000 as Software Developer. Within her first year, she helped to close new business with a major financial institution and created a new state-of-the-art system for processing their work.

She proceeded to undertake an active role in leading software development projects for clients in the financial services, insurance and healthcare sectors, helping achieve new levels of process efficiency and cost savings. Brown later became a Project Manager, leading large-scale BPO transitions to include mailroom services for a prominent leader in the banking industry in 2005.

In 2012, Brown established DATAMARK’s Business Engineering Department, successfully leading a team of Lean Six Sigma trained experts. In 2013, she was promoted to the Senior Management Team as Director of Engineering, overseeing both Software Development and Business Engineering departments.

Throughout her career at DATAMARK, she has worked closely with the Sales and Marketing team, applying her process redesign expertise to RFP responses and business process improvement solutions for clients. Consequently, she was promoted to Vice President of Client Solutions.

Brown has also represented DATAMARK in numerous webinar presentations, marketing videos, and at industry tradeshows and exchanges.

Brown is certified in Action Selling, in an ASQ-certified Six Sigma Black Belt (CSSBB) and a certified Project Management Professional (PMP).

Vice President, IT and Product, Cicero

Neil Crane

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

Bio is forthcoming…

Partner, TTEC

Rafael Domene

Session: Tactical Mapping of the Shift to Modern Technologies

Bio is forthcoming…

Chief Marketing Officer, Interactions

Jim Freeze

Session: Soft Benefits Driving AI Decisions, More than ROI

Bio is forthcoming…

Chief Revenue Officer, Support Services Group

Kevin Kearney

Session: Measuring the Cross Channel Customer Experience

Bio is forthcoming…

Senior Director, Product Marketing, Aspect

Michael Kropidlowski

Session: Measuring the Agent Experience to Propel Contact Center Efficiencies

Bio is forthcoming…

CX Thought Leader, Vice President, Digital Transformation, HGS

Mandeep Singh Kwatra

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

What inspires you?  Ideating new & disruptive ideas (from cooking to technology), people, music & my family.

Mandeep is a Customer experience professional with over 19 years of experience in operations, management and transformation. In his starting years, he made a successful dot.com portal and sold it off before embarking on a corporate journey. He has worked with some of the leading global brands helping them transform their CX delivery by optimizing their investments in people, process & technology. Mandeep has been involved with digital technologies & customer experience. Mandeep is known to focus on how to reduce customer effort & deliver value in customer interactions for his clients and their end customers. His articles on CX transformation using BOTs, Design thinking & CX, understanding CX elements for business growth have been featured by SOCAP and other magazines in North America. In his career, Mandeep has worked with clients across public sector, banking, telecom, retail, travel, CPG and Hi-tech/ consumer electronics.

 

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, Customer Experience, PTP

Lynn Olson

Session: Deploying a Center of Excellence: How to Measure and Impact the Employee and Customer

Lynn Olson is passionate about delivering great customer experiences.  As Vice President of Sales and Marketing at PTP, she has built a team and a culture that puts the customer at the heart of every endeavor. Lynn has consulted with many fortune 500 clients, developing innovative ways to create and sustain a better experience for their customers with measurable results. Her strategic client and partner relationships have helped companies map their customer journey, reinventing the way they engage their customers.  Prior to PTP, Lynn has worked at companies such as Nuance and Microsoft, where she supported the customer experience from a sales, marketing and technical perspective. She holds an MBA from the University of Minnesota, Carlson School of Management. Lynn currently lives in San Francisco and loves to travel, cycle and spend time with her family!

Chief Information Officer, Support Services Group

Steve Seibert

Session: Measuring the Cross Channel Customer Experience

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…

General Manager, Cloud Call Center Search, a Division of Outsource Consultants

Fred Stacey

Session: Deflect Traffic, Reduce Costs and Improve CX with AI: Real World Use Cases

Bio is forthcoming…

Chief Technology Officer, Eventus Solutions Group

Greg Weber

Session: Design Thinking: Orchestrating the Contact Center of the Future

Bio is forthcoming…

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