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Headliners From Our Previous Event

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

Rachelle Dever

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, a division of of BBA Aviation. In this role, she is responsible for leading the brand’s Guest Experience Strategy, measurement, and hospitality innovation. 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 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 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.

Vice President, Digital & Customer Innovation, Safelite Group

Bruce Millard

What inspires you? Problems that look unsolvable.

When not writing about himself in the third person, making it seem like he’s only slightly less visionary Steve Jobs, Bruce enjoys finding the craziest promises made in sales presentations to see if there’s any way to actually deliver on them. Visionary, thought leader and disruptive are all words that Bruce believes you should never use to describe yourself unless you’ve made over a billion dollars.

Bruce Millard joined Safelite Group in May of 2014 and currently serves as the VP of Digital Marketing & Customer Innovation. His responsibilities include experience creation and optimization, driving demand through digital advertising/social media, overall sales growth within the digital landscape and leading new customer innovations.

He has more than 30 years of experience, including 20 years in senior digital roles in both consumer packaged goods and with several early internet brands. Previously he served as director of interactive marketing for Abbott Nutrition, leading programs for the Similac, Ensure, EAS and ZonePerfect brands. His responsibilities there included both digital and database marketing. Other experience includes senior positions at AOL, Netscape and CompuServe, where he held a series of content marketing and technical roles. Mr. Millard graduated from Medaille College with a BS in Media Communications.

Head of Customer Experience, UL EHS

Nate Brown

Bio is forthcoming.

Rockstar Insights From Our Previous Event​

Partner Success Supervisor, ezCater

George Barbieri

Bio is forthcoming.

Senior Director, Dell.com North America Consumer Connect, Dell

Shannon Baxley

What inspires you? Family, Team, Problem Solving, Wine

Shannon Baxley recently took a position as Sr. Director, APJ Marketing responsible for driving demand for Consumers, Small Businesses and Retail outlets within India, Japan, ANZ, Malaysia and Singapore.  Prior to that, she led the NA Dell.com Team where Virtual Chat (AVA) was a growth initiative – an initiative that the rest of world is paying close attention to.

Priorities can be bucketed into two areas:  deliver financial goals with flawless day-to-day execution AND drive innovation that exceeds customer expectations.

Prior to holding this position, Shannon was Director, Dell.com (EMEA, Japan, ANZ | SAK), Chief of Staff to the Global CSB President and Director, Marketing for NA Consumer – a business unit that empowers countries, communities, customers and people everywhere to use technology to realize their dreams.

A 12-year veteran to Dell (in two different stints), Shannon brings significant experience in product development, sourcing, branding, channel management, pricing strategy, media management, P&L ownership and GTM tactics (Broadcast to Print, Email to Social, Search to Digital OA – and everything in between).

Shannon has had the opportunity of making a difference within the CPG industry for the other 11-years of her marketing career, working in various executive roles for Cott Corporation (world’s largest retailer branded beverage supplier) and Jarden Consumer Solutions (Crock-Pot, Mr. Coffee, Sunbeam and Oster brands), but returned to Dell for the fast-paced environment where employees are focused on doing what is right for the Consumer.

Shannon holds a BA degree in Environmental Science from McMaster University and although born and raised in Canada, is proud to call Austin home with her husband and 13-year old son.

Executive Director, Contact Center Technology & Product Strategy, Quicken Loans

JARED BENESH

Jared Benesh is an executive leader with over 20 years of progressive, multi-disciplinary experience in Telecommunications, Insurance, Healthcare and Financial industries on a global scale where I have held various leadership, technical, sales and strategic positions. In his current role, Jared leads the strategy and transformation for all communications technology platforms, analytics and data intelligence strategic planning and direction for how clients and team members communicate with clients across all of the Rock Holdings portfolio of companies.

Jared began his career at a large telecom holding leadership roles across every organization in the company and was involved in the company’s most tactical and strategic initiatives. During his tenure, Jared was instrumental in the Sprint turnaround through various programs and helped to cement the foundation and analytics technology used to drive one of the biggest customer service (20+ point CSAT improvement) turnarounds in the wireless industry.

From Telecom, Jared moved on to a role at a large SaaS provider where he helped drive global market entry of a new SaaS Big Data Analytics platform. Jared was responsible for pre-sales, consulting, product management, and marketing for the platform he co-developed that solved first contact resolution in the contact center. His efforts led to more than $15M in sales the first year of public availability and the creation of more than $30M in pipeline opportunity across the Americas, EMEA and APAC.

Seeing a need to help organizations find their way in the CX vendor space, Jared founded his own consulting firm and followed his passion for technology, analytics and CX where he drove successful transformation programs at several Fortune 500 companies.

Jared’s passion for Customer Experience, technology and analytics is unparalleled and evident in his constant curiosity to make things better for the Customers of the companies he works with.

Director, Customer Care Operations, Walmart

Kelley Bond

Bio is forthcoming.

Director, People Operations, Google

Julian Chu

Julian Chu is currently director of technical services for Google, responsible for digital advertiser engagement and learning, including content, user experience, e-learning, and social and communities efforts. His objective is to help advertisers maximize their business results via Google advertising products. He also previously led efforts in digital commerce including payments and shopping. He started his tenure with Google in leading their sales operations effort aiming at maximizing revenue growth of the company.

Prior to joining Google in 2010, Julian held multiple leadership roles in companies including Enova Financial, Discover Financial Services, GE, and McKinsey & Company. Julian spent his early career days in financial risk management for Ford Credit, and product engineering for Ford Motor Company. Julian is a board member of Alliant Credit Union, a seventh largest credit union by asset in the United States. He serves on their asset and liability management committee, and compensation & talent committee. He has been instrumental in leading their digital transformation effort in driving mobile first, branchless expansion, in repositioning Alliant to be the premiere financial institute for digitally inclined customers. He is also vice chair of NOVA, a federally funded employment and training agency addressing workforce needs of Silicon Valley.

Julian earned an MBA and a master’s in aerospace science from the University of Michigan. He obtained his bachelor’s degree in physics from the Hong Kong University.

Vice President, Customer Care Center, Schneider Electric

Brent Cogswell

What inspires you? Helping others be the best they can be

Brent Cogswell leads the transformation of the digital operating model for Schneider Electric’s managed Connected Services based out of Boston, MA USA.  Schneider Electric is the global specialist in energy management and automation.  Their technologies ensure that Life Is On everywhere, for everyone and at every moment.

Brent has enjoyed 25 years of progressive advancement through Schneider Electric (Starting with APC:  American Power Conversion).  Beginning his development through a sales focus, Brent has held significant leadership positions in regional support, direct accounts, global process and ultimately the Customer Care Center (CCC).   By leading a global organization of 600+ employees, he has developed proven leadership and people development skills, international experience and accumulated many examples of global, operational success.  His engineering and MBA degrees have given him a solid foundation for success and opportunity.

Using metrics and data to drive continuous improvement, Brent’s leadership within Customer Care has driven both Customer and employee satisfaction to all-time highs.  75% of the over 8 million interactions per year are now self-help and growing.  Revenue detection, sales and paid for support have also reached all-time highs.

Director GMS Technology & WFM, TechStyle

AARDE COSSEBOOM

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.

Director, Client Services, Morningstar

Dave Goes

Bio is forthcoming.

Senior Strategist, Customer Success, Muck Rack

Vanessa Hannay

What inspires you? Helping others achieve success

Vanessa Hannay is a Senior Customer Success Strategist at Muck Rack, working to change the way professionals approach public relations and encourage better relationships with the media through a unique mix of technology and partnership.

Vanessa works with brands and agencies to ensure they are working smarter to surpass goals, reinvigorate strategies, and streamline workflows. She often refers to herself as an extension of her customers’ teams. Vanessa joined Muck Rack as a Customer Success Strategist in 2016. Prior to this, she worked in customer experience at Capital One and digital marketing at TITLE Boxing Club.

Enterprise Transformation Leader, Customer Experience & CRM Enablement, Humana

Peter Howerton

Bio is forthcoming.

Senior Manager, Social Engagement, McDonald’s

Jamie Kennedy

Jamie is responsible for the redesign and successful integration and approach to digital customer care and experience at McDonald’s U.S. and McDonald’s Corporation. She is deeply passionate about community development, digital strategy, integrated marketing, corporate communications, and influencer relations.

Vice President, Customer Success, Forte Labs

JERRY LEISURE

Jerry is a passionate, high-energy, collaborative, and innovative customer success executive and consultant with 20+ years’ experience in leading and guiding “Best in Class” organizations. His leadership and consultant ethos is built upon 5 key business principles: people do business with people, loyal and engaged customers build the company, communication makes things happen, adoption and usage deliver real value, and increasing customers success is a company’s lifeblood. These Ethos principles have been formed while working at Microsoft, Symantec, Autodesk, Postmates, Kabam, and now Forte Labs, Inc.

He believes the key to all true customer success starts with the user experience, personal engagement, followed by an amazing set of technology capabilities.  This session will focus on how we can each learn, inspire,and invest in one another and our employees for our future services success!

Global Program Director, Digital Experience, Frost & Sullivan

Stephen Loynd

Functional Expertise
• Twelve years of research and analytical as well as sales and marketing expertise in the contact center BPO market. Particular expertise in:
– Emerging trends and market dynamics in the BPO industry
– Go-to-market BPO strategies relative to specific vertical markets
– The competitive landscape of outsourcing vendors in the realm of customer contact

Industry Expertise
Experience base covering broad range of sectors, leveraging long-standing working relationships with leading industry participants’ Senior Executives
– Customer care/CRM/customer contact
– Business Process Outsourcing (BPO)
– Global sourcing (from the US, to offshore, nearshore and homeshore)

What I bring to the Team
Particular skills in writing, analysis and presentation
Insight from the perspective of the end-user
Experience and skills in sales and marketing
A global outlook

Career Highlights
Extensive expertise in the evolving customer contact landscape
Twelve years experience at several relevant organizations:
– Stream Global Services
– IDC
– Sakon, LLC
– MassTrade

Education
• M.A. from the Paul H. Nitze School of Advanced International Studies (SAIS) at Johns Hopkins University, Washington, D.C.
• B.A. from Colby College, Waterville, ME

Customer Experience Manager, Replacements

Raquel Macarthy

Bio is forthcoming.

CSS Chief Technology Officer, Customer Service & Support, Microsoft

GABRIELE MASILI

Gabriele “G” Masili is the CSS Chief Technology Officer and he leads the Digital and Developer Support Business Unit. He is responsible for the Digital Customer Support, business intelligence and data insights, and engineer/advocate support technologies across CSS, and the Commercial AI Support workstream across Microsoft.

Prior to taking on his latest role, G led Microsoft’s Windows and Devices Group Support Business Unit. Accountable for the end-to-end customer support experience and worldwide technical support delivery for Windows, Xbox and Surface, the organization included 10,000 support engineers and advocates across 40 geographies, supporting 30 languages.

G joined Microsoft in 2017 with more than 20 years of experience in software engineering, customer service and technical support. A passionate technology leader, he has a proven track record designing, building and delivering world-class customer experiences serving millions of customers in more than 200 countries. More recently, he built Amazon’s Customer Support organizations for Italy, Spain and The Netherlands before moving to the U.S. to run Amazon’s Worldwide Customer Service and Technical Support business for their devices and digital services. He owned the end-to-end customer support experience, including the global technical support operations, as well as the design and product development of digital and web applications like Mayday Screen Sharing and Alexa’s ability to autonomously answer customer service queries.

Throughout his career, G has been an innovator and change agent, focusing on continuously improving customer satisfaction and digitally transforming the customer experience. He is on the advisory board of two of the major customer service industry organizations, IQPC Customer Contact Week and Frost & Sullivan Executive MindXchange, and has a deep understanding of AI, voice, mobile and web support technologies.

Executive Director, Digital Self Service, Comcast

Tony Mihalak

Bio is forthcoming.

Director, Member Services, Virgin Pulse

Michael Pace

I am incredibly fortunate.

I wake up each day envisioning how I can inspire companies to create environments, journeys, and actions that help make their customers more successful.  I believe, wildly successful companies start with successful customers and associates.  My drive is to engineer monumental and awe-inspiring customer experiences; I build cathedrals of customer experience.  Starting with a solid foundation of Culture, the Best Talent, Process Management, the Right Technology, and Data Insights, I construct the pillars of a customer experience strategy for your contact center or customer care teams, and deliver awe-inspiring experiences. Currently, I build those experiences for Virgin Pulse.

Senior Director, Product and Partner Engagement, EA (Electronic Arts)

Josh Reynolds

Bio is forthcoming.

Senior Vice President, Global Business Development, Teleperformance

DEB SCHWEIZER

Bio is forthcoming.

Vice President, Operations & Customer Solutions, Elevate

April Sealy

April Sealy is a contact center expert and 11-year veteran at Elevate.  Elevate is committed to providing solutions for non-prime customers today, and helping them on their way to a better financial future – “Good Today, Better Tomorrow.”  As the Vice President of Operations, April is responsible for delivering a great customer experience through contact center customer support and operational readiness.

She leads Customer Solutions, Quality, Training, Documentation, Workforce Management, and back office functions supporting the customer experience. She is focused on delivering a great customer experience and continuing the tradition of high employee engagement and satisfaction that has lead Elevate to be certified as a great workplace by the independent analysts at Great Place to Work® for three years now.  April is a passionate coach, mentor, and expert on building a compelling engaged workforce and culture.  April previously held leadership positions at Citi and HSBC as well as having spent almost 16 years at Sprint.

Vice President of Design, Capital One

Samantha Starmer

What inspires you? Authenticity, Vulnerability, Synergy

Samantha Starmer is an experience design and strategy executive who has over 20 years of experience in leading innovation and digital transformation at companies such as Capital One, Ralph Lauren, Sapient Razorfish, REI, Microsoft and Amazon. Throughout her career, Samantha has led human centered design thinking efforts, and has been responsible for the ideation, requirements, design and execution of new features and functionality that support seamless consumer experiences across all touchpoints of the customer journey.

Samantha’s passion is the intersection between humans and technology, and how to ideate, create and deliver engaging and revenue driving interactions that are holistic across physical and digital channels.  She has created and taught many graduate level courses focused on experience design and information management at the University of Washington and Kent State University. Samantha is also a highly sought after industry thought leader who has presented and taught internationally on best practices for product innovation, service design and other aspects of human centered experience.

Director of Customer Experience, Lippert Components

Nicole Sult

What inspires you? Innovation, empowerment, engagement

As Director of Customer Service for Lippert Components, Nicole leads Customer Service teams to serve a wide variety of customer segments in a growing RV and Marine Aftermarket arena.  These teams support customer inquiries including technical support, product fit and finish, service and aftermarket parts sourcing, third party insurance administration, and national service support for our field service divisions.

Nicole specializes in turning disjointed contact centers and service businesses into highly efficient and employee engaged teams.  Nicole credits Salesforce as being a key tool in accelerating the turnaround mission by allowing for doubled efficiency gains within two years of implementation.

Nicole is the 2017 Salesforce Trailblazer Award Winner for Growth and serves on Consumer Advisory Board for Service Cloud.  She and her husband are avid travelers and budding kayakers.  She enjoys spending time with her family, friends, and her dog, Pinot.

Vice President, Service Technology, Small Business Services, ADP

Kandy White

Kandy White is a recognized leader with experience leading Digital Transformation across multiple disciplines and industries. Leveraging her 20 years of leadership in Global Fortune 250 companies, she has helped organizations navigate transformation by bringing technology and talented people together to create simple, engaging digital and personalized experiences.  Through direction of multi-million dollar investments, her teams have delivered more than $750M in margin growth over the past decade.

Kandy is currently the Vice President of Service Technology at ADP serving the Small Business Segment.   In this role, she creates and formalizes product and technology strategies and roadmaps through partnerships spanning multiple functions.   She provides strategic direction and leads a global organization responsible for the procurement, deployment and maintenance of service technologies, business processes and operating metrics for the SBS service enterprise.  She advocates for the technology needs of clients and associates serving as the key liaison with Field GMs and Corporate executives across 12 unique business communities. Her current focus is evolving the B2B Digital Service strategy and integration of next gen tech for predictive AI, intelligent AI chat bot expansion, guided self-service, big data, asynchronous messaging, and biometric authentication.

Kandy holds a Master of Science in Experimental Psychology from Southeastern Louisiana University and is ABD for her PhD in Industrial and Organizational Psychology from the University of South Florida.  She is also a certified Lean Six Sigma Master Black Belt and Crisis Counselor.

Fab Facilitators From Our Previous Event

Director of Product Marketing, Pegasystems

Mike Asebrook

Mike Asebrook has spent the last 20 years in a variety of senior-level Product Marketing and Technical Product Management roles at Pega, Genesys, Cisco (Videoscape), Volicon (now Verizon Digital Media Services) and Avid Technology. Mike’s primary interests include driving key market trends (IoT, AI, Video collaboration) into useful solutions for a wide range of use cases in the Customer Service industry.

Senior Manager Training, Development and Quality Assurance, Royal Caribbean International

Chuck Baker

What inspires you? My family, and pushing boundaries

Currently the Senior Manager for Training, Quality Assurance and Knowledge Management for Royal Caribbean Cruises Limited. Chuck leads a global team that supports three of the company’s cruise brands, Royal Caribbean International, Celebrity Cruises and Azamara Club Cruises.

Chuck is responsible for developing and implementing a timeless comprehensive quality assurance program for every function within the contact center environment globally, developed and implemented a comprehensive training plan with curriculums that focuses on continuous improvement within the contact centers. Chuck has also deployed eLearning modules that facilitate surgical hiring and training for specialized contact center roles within the brands. Chuck has increased the reach of the training organization globally, positioning his team as the first point of contact for training development, and delivery. Chuck is also responsible for managing the response units for any catastrophic ship related incidents globally for all of RCCL domestic brands. A critical part of his remit was the creation of a global Knowledge base that is manned 24/7 to support any changes to normal operations providing current updates to all contact center users, making this tool the first point of reference for all shore-side and shipboard employees. Chuck spearheaded the strategy to implement Chatbot, Intelligent Virtual Agent and Speech Analytics into the global contact centers. Chuck oversees all aspects of the technical and soft skill training function for over two thousand employees in Guest Sales & Services, encompassing multiple functions in the contact centers. He has been recognized for his hard work and contributions and was featured in “Who is Who in Black South Florida” Before joining Royal Caribbean Chuck held Leadership roles with Avis Rent -A-Car Systems, Hertz, PRC (Alorica), T-Mobile, N.A.R.S. and Delta Dream Vacations.

Chief Executive Officer, SpeechIQ

Nick Bandy

Bio is forthcoming.

Senior Business Consultant, Pegasystems

Ben Barton

Ben Barton has spent the last 16 years running large scale complex customer service organizations. He has helped some of the largest companies transform their contact centers into robust customer engagement centers. As an industry expert you’ll find Ben speaking at many shows addressing common gaps in workflow, management and technology.

President, North America, Acquire BPO

Aleks Bogdanovski

As a strategist and accomplished leader, Aleks is recognised for his ability to deliver top‐line growth through the execution of sustainable strategies that provide bottom‐line success.

With his global perspective, Aleks is driving Acquire BPO’s success across new markets.

Joining the senior ranks of Acquire BPO four years ago, Aleks was tasked with launching Acquire BPO in North America, while concurrently establishing a nearshore solution in the Dominican Republic. Within the first year of operation, Aleks had successfully built a multi‐million dollar operation and under his leadership, the company is continuing on a rapid growth trajectory.

A highly motivated and experienced senior executive with more than 20 years of leadership experience, Aleks has held various executive roles across finance, marketing, promotions and sales for a number of multi‐billion dollar corporations. He has built a reputation for driving solid growth and profitability.

Aleks is a hands‐on leader who focuses on developing successful people and building strong, capable leaders. This leadership approach has helped him create an empowered workforce, driving success through solid client relationships and providing unparalleled onshore and offshore solutions.

Aleks is also a Certified Outsourcing Professional and a practicing accountant.

OneCloud Experience Manager, Engineer & Advocate Support Technologies, Microsoft

Sharon Bradbury

What inspires you? Live my best life with purpose

Sharon Bradbury is an advocate for disrupting the traditional support model by building experiences that create fanatic customers. She is a growth mind-set leader who learns through her mistakes and doesn’t give up. She serves up truth, grace, focus and lives life with purpose.

Sharon is focused on listening to Advocates and Engineers to understand how they can be their best voice of Microsoft through modern support tools. She is passionate in collaborating, learning and being inquisitive to identify the nuggets that can empower our customers and advocates to increase customer satisfaction. She embraces change and knocks barriers down in the traditional thinking of support.

In her 20 years experience in developing technology in global contact centers, her focus now is managing a global cloud-based contact interaction platform in Customer Service and Support at Microsoft.  This also sparks her interests in natural speech applications, Speech Analytics and Sentiment Analysis that enables another dimension in understanding our customers and being an advocate for change through data insights.

When she is not creating experiences or collaborating with advocates, you will find her in the mountains hiking, snow shoeing, traveling, and wine tasting with her husband and friends.

Senior Manager, Business Development, Aceyus

JACOB BRITT

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.

Executive Consultant, Customer Experience, PTP

Crystal Collier

Bio is forthcoming.

Director, Workforce Optimization & Product Management, Aspect

Christina Cowell

What inspires you? Watching my children accomplish new things.

Chrissy Cowell is an accomplished thought- leader and evangelist in the contact center space. She has over 19 years of experience in the telecommunication/ software industry, including product marketing, product management, sales enablement, client services, quality, compliance, and program management.

Chrissy is currently the Director of Product Management for Workforce Optimization (WFO) at Aspect Software.  In her role, she is managing a team of product managers that are tasked with driving the strategy and development efforts for all the WFO solutions at Aspect.  She and her team work closely with R&D to develop best of breed solutions, that are very intuitive and modern applications to optimize the workforce.  She enjoys spending time with customers and prospects to understand what their business problems are and how Aspect can partner with them to create more efficient and effective processes for their employees.

Chrissy has been the consumer of many of the leading contact center technologies, and now is working on the software side, leveraging her experience to help drive strategy and innovation into her solutions.   She has global experience in cloud and premise environments, as well as omni-channel contact centers. Extensive experience in workforce optimization, customer journey, customer experience management, and contact center operations.  She has spent a lot of her career focused around best practices and process and driving corporate governance of these objectives in global locations.

Chrissy lives outside of Philadelphia in Bucks Country with her husband and three very active kids.  Her and her children play soccer year- round, but the kids also play basketball, baseball, and track.  They are all avid Philadelphia Eagles Fans and enjoy visiting the beach in the summer.

Vice President, IT and Product, Cicero

NEIL CRANE

Mr. Crane’s experience spans nearly 25 years of technology change during which he has designed and overseen the implementation of enterprise computing systems for Fortune 100 companies on the leading edge of technology adoption, providing common-sense, value for money, process integration solutions.

Mr. Crane is currently the Director of Product Strategy at Cicero Inc. where he focuses on the development of the company’s Desktop Activity Intelligence products.

Senior Director, Product Marketing, Salesforce

Nicole Granucci

What inspires you? Business that create platforms for change, equality, diversity, health, fitness, human and animal rights.  “Be Truthful, Gentle, and Fearless” – M. Gandi

Nicole Granucci is a Sr Director of Salesforce Service Cloud product marketing, where she leads customer “Trailblazer” community programs which drive customer engagement, enablement, and adoption.  Nicole has over 20 years of marketing experience, specializing in CRM, community, loyalty, and advocacy marketing for b2b and b2c organizations.  Nicole has a passion for CX and technology and holds 6 patents for her innovative work at Visa where she directed cardholder benefit call center operations, product, corporate, and content marketing.  A San Francisco native, Nicole has an MBA from the University of San Francisco, and currently resides in the city with her family.

General Manger, Digital, VHT

TONY IERO

Bio is forthcoming.

Director, Customer Engagement Technologies, Bold360 by LogMeIn

Ryan Lester

Ryan Lester is the Director of Customer Engagement Technologies at LogMeIn. He and his team own the strategic development and implementation for the go to market plan for AI, Chatbot and Virtual Assistant products. He is passionate about making new technology easy and helping any size company unlock the potential of AI and bots. Prior to his current role, Ryan held various sales, marketing, and product positions at Intel Corporation, Cisco Systems, and Eaton Corporation.

Vice President, Business Development, HGS

Bernie Lillis

What inspires you? People going after their dreams!

Over 20 years’ as a Business Development Executive with a demonstrated history of working in the outsourcing/offshoring industry to create effortless customer engagement and legendary customer support. As an early adaptor to social media, Bernie has utilized his knowledge to help re-engineer business models and enhance the customer experience with numerous Fortune 1,000 brands. Bernie received a Master’s Business Administration from Rochester Institute of Technology and a Bachelor of Science -Accounting from SUNY Geneseo.

Senior Vice President, Product Strategy, Verint Systems

Tracy Malingo

Bio is forthcoming.

Chief Executive Officer, Upstream Works Software

ROB MCDOUGALL

What Inspires You? Campfires, guitars and improving customer experience for everyone

Rob McDougall is the Chief Executive Officer at Upstream Works Software. Rob has been providing customer care solutions for over 25 years, creating real world, road tested solutions that meet the needs of the market, partners, and customers.

His forward-thinking vision of customer experience led him to conceive, develop, and deliver the first true omnichannel solution in 2006, long before the term omnichannel was coined.

Today, Upstream Works is an award winning company that provides organizations with flexible, innovative customer service solutions across virtually every industry worldwide.

Director of Product Development, Interactions

MARY MCKENNA

Bio is forthcoming.

Digital Solutions Lead, Genesys

Tommy Minta

What inspires you? Rapid innovation in technology, Travel, and Family

Tommy Minta is the North America Digital Solution Lead at Genesys, and is dedicated to helping organizations throughout North America tackle the challenge of undergoing Digital Transformation initiatives.  With over 10 years of experience in IT and Customer Experience solutions, he has worked collaboratively with both large and small brands across a variety of industries to design, develop, and implement their Customer Journeys across channels.

Currently living in Winston Salem, NC, Tommy and his wife enjoy traveling with their 2 year old son, who has already been to 10 states and 9 countries.

Vice President of CX, PTP

Lynn Olson

Bio is forthcoming.

Executive Vice President, Interactions

Dave Parkinson

Bio is forthcoming.

Vice President, Insights & Analytics, 24-7 Intouch

Sigrid Penner

As VP Insights & Analytics, Sigrid provides oversight into analytics to drive true ‘insight’ to improve 24-7 Intouch client programs and overall business. She also provides a unique lens into data analytics, looking to data insights that matter to the business and its success.

Sigrid began her analytics career in university, supporting professors with their data projects – even before statistics programs were Windows-based! Prior to joining 24-7 Intouch, she had 18 years of experience supporting and building analytics programs for customer feedback companies, museums, and telecommunications companies.

Sigrid holds a Bachelor of Commerce Degree from the University of Manitoba.

Head of Global Technical Support, ServiceNow

Dean Robison

Dean Robison is the Head of Global Technical Support at ServiceNow. Dean has over 20 years of experience in Silicon Valley, most recently as the Chief Customer Officer at InsideSales.com and a 13-year run at Salesforce with leadership roles in professional services, customer support and M&A integration. He has an MBA from Santa Clara University and a B.S. in Systems Engineering from the U.S. Naval Academy.

Director of Marketing, SmartAction

Charlie Schrier

What inspires you? Working with a team firing on all cylinders

Charlie Schrier is the Director of Marketing for SmartAction, a top-rated AI-powered virtual agent solution provider for call centers. He is passionate about identifying market trends and competitive advantages that help organizations stay ahead of the curve. Charlie completed his MBA from Loyola Marymount University, where he helped launch two small businesses and performed user experience consulting work for a top visual effects company.

Senior Vice President, Global Business Solutions, Teleperformance

DEB SCHWEIZER

Teleperformance Experience

  • Chosen to build new solutions for pursuing challenging new market opportunities particularly for companies being impacted and taking advantage of digital disruption
  • Selected to work on new logo and existing client initiatives with special teams to help solve problems, achieve strategic business objectives, and nurture valuable partnerships
  • Asked to build business of clients leveraging past experience/expertise centered on driving innovation/transformation, reducing costs, increasing revenues, improving CSAT and NPS levels, enhancing market positions, increasing operational efficiencies, and optimizing the customer experience
  • Successful in launching one of TP’s top global clients across 13 sites in 8 countries in industry record-breaking ramping times by leading global teams and focusing on sharing universal best practices to meet/exceed all client goals
  • Assigned to some of TP’s priority global accounts to manage cross-geo teams to deliver tangible business results for the accounts while maximizing all operational efforts/results

Relevant Industry Experience

  • 15 years of successful global experience in the outsourcing industry across verticals
  • Proven expertise in New-Existing Logo Sales, Client Services, and Global Account Strategy/Operations Management, as an individual contributor and leader
  • Specialties include utilizing Innovation, Technology, Process Optimization/Automation, Data Analytics, and New Pricing Models to aid clients and their customers
  • A builder of creative ecosystems to drive CX excellence and business growth
  • Syncing companies with solutions that are strategic and results-oriented
  • MBA focused on Economics and International Finance with Business and Marketing majors
Executive Vice President, World Wide Market Engagement, Teleperformance

Amit Shankardass

Bio is forthcoming.

Senior Director, Customer Experience Strategy, ConvergeOne

Kathy Sobus

As the Practice Director of Customer Experience for ConvergeOne, Kathy Sobus leads a team with extensive experience in the contact center business and drives strategic alliances and partnerships with various vendors and providers. She is an expert in the area of customer experience and helps clients enhance their contact centers to more effectively respond to their customers’ ever-changing needs.

Sobus runs the ConvergeOne Workforce Optimization Group and provides guidance for Regional Solution Architects. She develops and shares strategy and thought leadership with her continued participation at trade shows and industry events. She ensures that ConvergeOne offers holistic, relevant solutions and deployment options, including cloud-based, hosted, managed or premises, to meet clients’ business needs.

Sobus has been awarded multiple patents, including “System and Method for Managing Agent Schedules in a Contact Center,” which proposes that when a transaction is received in the contact center, the best agent and time for handling the transaction will be determined. In the case that the time for the best agent to handle the transaction conflicts with a movable event, the movable event will be rescheduled to allow the best agent to handle the transaction. Overall, Sobus has been awarded 11 patents, including “First Call/Contact Resolution (Contact Center Method for Tracking and Acting on One and Done Customer Contacts)” and “Method for Discovering Problem Agent Behaviors,” which Avaya produced. These patents enable ConvergeOne’s clients to better manage their contact center and deliver an effortless and efficient customer experience.

Prior to joining ConvergeOne through the acquisition of Strategic Products and Services (SPS), Sobus spent more than 16 years at Avaya, holding roles that included global contact center lead, contact center strategist and inventor. Sobus also served as the Vice President of Customer Care for Bostonian and Hanover Shoes and Director of Customer Service for a public utility. She earned her Bachelor of Science and Master of Science in Education from the University of Delaware and her Master of Business Administration from the Erivan K. Haub School of Business at Saint Joseph’s University.

Senior Vice President, Sales & Marketing, 24/7 Intouch

Brent Stevenson

As Senior Vice President of Sales and Marketing, Brent ensures all potential and current clients are offered the best solutions and quality of service to meet both their current and future needs.

Brent began as a customer service professional in 1998 as one of the founding partners at Tell Us About Us, a company focused on the customer experience through surveys, mystery shops, and live agent support. He is seen as a thought leader in the customer service industry and has presented and led key discussions in over a dozen conferences. Brent holds a Bachelor of Commerce Degree from the University of Manitoba.

Vice President, Global Marketing, Jacada

Matthew Storm

Bio is forthcoming

Director of Customer & User Experience, Dell

Deb Zell

What inspires you? Identifying unmet customer needs and riding my bike

I accidentally found my way into human centered design, best practice research and journey mapping 10 years ago (long before it became a thing) due to a product I launched for Charles Schwab that was a spectacular failure.

In the years since then, I’ve grown as practitioner of omni-channel, customer-centric design methods, have worked for and with early stage startups and incubators, and led the customer experience design practice at Deloitte Digital.  I was then hired into my current role to bring together the post-Dell and EMC merger offerings in a way that makes sense to customers; in the process am improving internal and external customer experience around all touchpoints: events, sales, product, support and digital experiences.

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