HEADLINERS+

Visionary Headliners, Rockstars and Fab Facilitators

Become And/Or Nominate a Headliner or Rockstar

Need More Details On Becoming A Headliner or Rockstar?

Headliners

Chief Change Architect and 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​

Director, Digital Support, Samsung Electronics America

Sourjo Basu

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

Bio is forthcoming…

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

Stuart Benzal

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

Session: Determining and Measuring Outcomes for Impact!

Bio is forthcoming…

Director, Customer Care, Ameren

Steven Brophy

Session: The Fix on Making B2B CX Personal

Bio is forthcoming…

Training & Development Specialist, WebMD

Amanda Burleson

Session: Continuous Learning, Continuous Practice, Continuous Improvement!

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.

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 Vice President, Customer Relations & Brand Experience for Signature Flight Support Corporation.  In this role, she’s created the brand’s first multi-year global CX strategy which has already successfully delivered a new global CEM program improving response time to the brand’s customers within 48 hours and a new employee uniform program driving Employee, Overall Satisfaction to 92%. Prior to joining Signature, Rachelle recently served as the Global Guest & Brand Experience Director for Holiday Inn.  In this capacity, she created the first ever branded fast casual concept in less than six months, which drove revenue and growth for the brand.  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 14% during her tenure.  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 CX Leadership Advisory Board (May 2018-Present).  She is founding member of the Popeyes Women’s Leadership Forum (2009-2013).  As President, she developed by-laws, role descriptions for the board, and an annual strategic planning process.  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 beloved husband Mike and furr-baby, 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…

Vice President, Customer Care, Xplornet Communications

Mireille Godin

Session: The Fix on Tiered Care

Bio is forthcoming…

Vice President, Customer Service and Support, CareerBuilder

Jamie Homen

Session: Executive Presentation and Crowdsource – The Threat of Automation: Ideas for Addressing Fear and Resistance

Session: The Fix on Small Contact Centers

Bio is forthcoming…

Director Of Q&E, AAA National

Patty Kleinfeldt

Session: Designing the (Conversational) AI Experience with the Human Perspective

Bio is forthcoming…

Chief Change Architect and 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 Customer Experience, Better.com

Steve Riddell

Session: Advancing an Agent’s Career Development

Bio is forthcoming…

Vice President, Operations and Customer Experience, Hudson's Bay Company

Rob Rutledge

Session: Determining and Measuring Outcomes for Impact!

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…

Vice President, Operations, 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…

Industry Consultant, Customer Data Analytics Expert

Paige Delk

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

Bio is forthcoming…

Chief Marketing Officer, Interactions

Jim Freeze

Session: Soft Benefits Driving AI Decisions, More than ROI

Bio is forthcoming…

Dominique Jaritz, Chief Executive Officer, ThinkOwl Japan

Dominique Jaritz

Session: Leveraging Six Sigma in the Contact Center

Bio is forthcoming…

Vice President of Consumer Engagement Solutions, HGS

Lauren Kindzierski

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

Bio is forthcoming…

Senior Director, Product Marketing, Aspect

Michael Kropidlowski

Session: Measuring the Agent Experience to Propel Contact Center Efficiencies

Bio is forthcoming…

Human Experience Activist, SmartAction

Mark Landry

Session: Designing the (Conversational) AI Experience with the Human Perspective

Bio is forthcoming…

Vice President, Global Head of Automation, Jacada

Scott Merritt

Session: Intelligent Automation: Simplifying Complex Customer Interactions for the Agent

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…

Digital Solution Lead, North America, Genesys

Tommy Minta

Session: The Critical Role of the Contact Center in the Experience Economy

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!

Director, Service Cloud Product Success, Salesforce

Jeff Rosenthal

Session: Enhancing Agent Productivity and Performance, Real Time

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…

COVID-19 Update

We continue to monitor the evolving COVID-19 situation with your best interest in mind; your safety and well-being is our top priority. After careful consideration, we have decided to shift the dates of The 16th Annual Customer Contact East: A Frost & Sullivan Executive MindXchange from April 26 – 29 to August 16 – 19, 2020. The location will remain the same, at the Fort Lauderdale Marriott Harbor Beach Resort & Spa. If you are registered for this event, your registration will automatically roll over to these new dates.

We’re excited to announce, Webinar Week! At 11:00am EDT on Mon, April 27 through Fri, May 1, we will present a daily 30-minute virtual presentation to help you generate effortless and efficient experiences. Register and choose which sessions you’d like to participate.

Book without worry – click here for details on how you’re protected.

Share This
X