Visionary Headliners, Rockstars
and Fab Facilitators

As a strategic Leader, with over 20 years in the eCommerce Contact Center space, Miranda continues to empower her teams to collaborate, innovate and provide relentless customer focus in an ever changing environment. She is passionate about process improvements and optimization, and executes on every business decision and solution based on the impacts to her people, cross-functional team, broader Wayfair, and the customer.

Ever since he was a little child, Michael “Coop” Cooper has been fascinated with changing people’s minds – it began by trying to change the tiffs his parents were having at home and emerged into a full-blown business where he helps leaders at companies around the world sell their ideas and strategies. If you can recognize the underlying NeuroEfficiencies that people have, you can speak directly to what is important to them. Changing minds can be difficult, but often it’s much easier and simpler than we might think.

Janet is a transformational leader dedicated to helping Customer Experience Centers be their best “Voice of the Brand”. With over 30 years in the financial servicing industry, she is particularly engaged in driving excellence in service delivery through automation, intentional process design and agent engagement. Janet led an 1,800 FTE enterprise-wide contact center for a large bank, including 8 domestic and global sites. Today, she leads the Contact Center Solutions team at Fiserv responsible for service delivery for 3000+ financial institutions.

As Director of the CX Center of Excellence at Microsoft, Todd leads experience research and the future state of customer experiences across all modalities and phases of the customer life cycle. Over the past 13 years, he’s worked across a variety of industries with a focus on better understanding customers through a human-centered research framework and using those insights to design a future state end to end experience that wows and delights.

As an Executive leader Barbara is an innovative visionary for marketing, sales, and operations, who designs strategic direction for executives. Barbara aligns management teams along a single set of goals and builds professional organizations with high standards that significantly improves customer experience and management processes. Her experience consistently results in: customer satisfaction being higher than any of the competitors and exceeding set targets; significant asset growth; and higher employee satisfaction.

Colleen has been with DraftKings on the journey from a small one-office daily fantasy sports start-up to an internationally known sportsbook and entertainment company, and now the leader in sport’s themed NFT’s and crypto currency. Staying fluid and embracing the changes in the needs of the business, customer, and CX team Colleen has helped establish the DraftKings CX team as an award-winning leader in the iGaming industry. She is not content there, however. If 5 years at DraftKings have taught Colleen anything, it is always to have an eye to the future and look forward to shaping what is next.

An accomplished Learning and Development leader, Tony has been plying his trade for nearly 25 years across the banking, healthcare, and insurance industries. He specializes in building high-performing learning organizations that have a keen emphasis on measurable outcomes while putting the employee at the heart of the decision-making process.  

Arnell currently holds the position of Senior Director, Enterprise Service Center and is responsible for Global Contact Center Strategy, and service delivery for IT Service Desks. She is experienced in building high performance teams and the design and delivery of cost-effective, high-performance digital solutions to deliver global support strategies.

A dedicated and passionate customer experience professional, Justin Davis is passionate about utilizing the best technology to help organizations provide world class customer experiences and ensuring customers “obsess” over your brand. Utilizing his experience focused, data-driven approach, Justin has spent most of his career in contact centers helping organizations figure out who they want to be when they grow up.

Juan has more than 15 years of experience in Consulting and Market Research applied to the Information & Communication Technology Industry, with a particular emphasis in the contact center, customer experience and unified communications and collaboration industries. He is a thought leader, speaker, and passionate about how technology (and its adoption) is rapidly shaping the future of the world. Currently based in Miami, Juan graduated in Political Science from the University of Buenos Aires, he has a Master’s Degree in International Economic Relations from the same University.

Jennifer brings 23+ years’ experience as a Senior Learning & Talent Development Leader and consultant for Fortune 100 companies and is an Executive Board Member of Big Thought, Inc. Her expertise includes Andragogy, measurement & evaluation, LMS administration, traditional and Agile Project Management, and Talent & Quality Management. Jennifer is a 3-time best-selling author and a keynote speaker, who was nominated for the 2019 Dallas Business Journal 40 under 40 Award and was named 2015 Best of Business Professionals by Examiner.com.

Embracing Crocs Inc.’s “Come As You Are” philosophy, Brian works to create customer experiences that are “as comfortable as our shoes.” This involves prioritizing inherent simplicity and people-purposed design in systems, policy and process creation – and also celebrating the fun of being a little different.

Jen has 25 years of experience with Frontier, starting out as a Sales Representative and moving quickly through leadership roles to Director and Vice President levels in both Consumer and Commercial Contact Center channels. Most recently she has been assigned to lead the Customer Experience team at Frontier. This is a cross-functional leadership role, focused on strategic efforts in the consumer organization, to achieve quantum improvement in the quality of customer experience.

Prabhu is a visionary leader who has over 20+ years of experience leading large scale operations for brands like Microsoft, Atlassian, Indeed and TikTok. He is a master at solving complex problems, a motorcycle enthusiaist and coffee connoisseur who understands the importance of treating customers and partners like people and with respect, rather than numbers, tickets or work. He has built a track record of motivating culturally diverse global teams to drive positive change backed by data, common sense and trust.

As a customer focused senior leader at large scale multinational corporations, Amod has led and empowered big teams in various business hubs around the world. While adding value to the aviation industry with strategic vision, he attributes the business success in 40+ countries to a direct linkage between strong employee engagement and superior customer experience.

As a Certified Professional in Accessibility Core Competencies (CPACC), Vannessa is directly responsible for creating and bridging accessible communications between the Deaf community and businesses worldwide, with a specialized focus on the U.S./ASL market. As part of the world’s largest social impact organization for the Deaf community, Communication Service for the Deaf, Vannessa strategizes with companies like Google and Comcast to implement direct video customer support services for the Deaf community.

As a Certified Professional in Accessibility Core Competencies (CPACC), Vannessa is directly responsible for creating and bridging accessible communications between the Deaf community and businesses worldwide, with a specialized focus on the U.S./ASL market. As part of the world’s largest social impact organization for the Deaf community, Communication Service for the Deaf, Vannessa strategizes with companies like Google and Comcast to implement direct video customer support services for the Deaf community.

Holiday Inn Club Vacations are in the people business. When you improve team members’ personal lives and make their professional lives more effortless through training and technology, you create a culture of engaged, happy employees. Holiday Inn Club Vacations take “Customer obsession” personally at HICV “To be the most loved brand in family travel.”

Rex has more than 20 years of experience leading large-scale physical/behavioral health care management programs. His unique view of the patient experience, operational processes and efficiencies, financial management, cost of care strategies, product development and sales is influenced primarily by his leadership over a broad, comprehensive, and large-scale set of programs and products within the payer space.

With more than 30 years in the customer service industry, Michelle has experienced it all. Having personally worked in nearly every role in a contact center, Michelle’s passion lies with people and data. She has a proven track record for attracting and retaining high performing teams who deliver exceptional results through a strong focus on data driven decisions & unbridled curiosity.

Radha has deep expertise building and scaling global operations across Customer Success, Support and Trust & Safety in high-growth companies like YouTube, Google, Salesforce and RingCentral. Radha scaled YouTube’s Trust & Safety content moderation operation 30x. She spent more than a decade building consumer operations in Google and Customer Success in salesforce and RingCentral. Radha loves building things and the prospect of building the customer experience for a company that’s a disruptor and category creator is what led her to join Cruise recently.

With a maniacal passion for ‘best in the world’ Customer Service, Victor Sachs has worked at some of the most respected companies in the world helping transform companies from within. He spent most of his career in High-Tech companies including Dell, HP and Salesforce, and has recently taken on a new opportunity to help transform an industry by leading with technology and differentiating with Best in Class customer service.

With over 15 years of experience, Henry brings a passion for CX, Sales, and “real-life” practicality. He has worked in multiple industries and is currently in retail at Saks OFF 5TH. Henry has truly embraced the world of innovation and was one of the first to launch asynchronized messaging in the aviation world. He believes in automation but never at the cost of a genuine experience. Henry is always the guy in the room asking “Why are we doing it this way” and “What can we be doing differently”.

Chris leads customer experience for bike, scooter and transit riders at Lyft. Before leading Lyft’s multimodal support experiences, Chris stood up the social media support team for their rideshare business and was integral to the company’s global support expansion.

With 15+ years of consumer care experience, Amy has a proven track record of increasing employee engagement and helping global brands maximize customer experiences through applied innovation. Whether in a corporate support role or in direct management of a consumer care team, Amy has a personal passion to deliver results. Currently Amy serves as Vice President of Global Talent for Alta Resources, a customer service and sales contact center provider (BPO) representing some of the most recognizable and fastest-growing brands in the world.

Bailey currently serves as the Director of Business Development for the Global Retail & eCommerce Industry at TaskUs. She started her career at IBM where she specialized in industry solutions and global business services for the Retail & Consumer Products space. Driven by a mission to empower businesses to better serve their customers, Bailey is best known for helping hyper-growth Direct to Consumer and eCommerce brands to scale exceptional experiences.

Marilyn is the Head of Customer Success at SmartAction where she’s partnered with customers across a range of verticals to implement and expand their self-service footprint in the call center. After more than a decade of experience in customer success, Marilyn knows how to help customers get value from an enterprise solution through avenues including cost reduction, increased agent retention, and improved call center efficiency.

Matt is a leader with contagious passion for great customer engagement, and the economic and business impacts created when customers are engaged in exactly the right way. Prior to founding XSELL, Matt had the opportunity to work with many quintessential brands helping them to bring their customer experience to life. His experience in these environments led to his observation of a power law in sales, regardless of the brand, wherein top performing agents were not marginally better than their peers – they were multiples better and they delivered disproportionately successful results.

Jim brings more than 25 years of experience leading marketing teams at Fortune 1000 and other enterprise technology companies, a history which includes proven success in all aspects of marketing, sales and business development. Jim is a published author sharing his insight on the AI and CX industries.

Tom brings over 30 years of experience both managing Customer Experience operations and designing and delivering innovative outsourced solutions for some of the world’s largest brands.

Ramon Icasiano is an award-winning, 20+ year CX industry leader and visionary. Before joining Pathlight, he led CX organizations at Netflix, Zynga, Verizon, and Earnin. He is passionate about helping other CX leaders create winning strategies, excellent cultures, and smart technology stack decisions.

Jim is a 33-year veteran of the call center/BPO industry with an impeccable track record of innovation and advanced business intelligence. Due to his level of expertise, Jim has been featured in numerous publications, including CIO Review, Contact Center Pipeline, Connections Magazine, and was also listed as one of the ‘Top 20 Influential People to Follow’ on Twitter by “Iwantitnow.”

Over 20 years’ experience in BPO & Digital Transformation, working with clients across various verticals globally. Dax has helped clients transform their CX enterprise by improving their CSAT/NPS while at the same time reducing costs through leveraging Transformative AI Led Conversational Voice/Chat/Messaging Back Office RPA & At Home capabilities to support the customers and agents.

Michael Parker is a seasoned executive, advisor, and successful entrepreneur with over 20 years of experience in high-tech, most recently in helping to lead the AI revolution in Contact Centers.

Vasu is the founder and CEO of MaestroQA – software that empowers managers to coach customer service agents. He grew up in San Diego, went to the University of Pennsylvania, and started MaestroQA (after a couple pivots) right out of school. He loves living in New York City for its colorful, high energy, and fast-paced lifestyle and enjoys spending free time with people who are passionate about their craft and curious about the world.

Bringing extensive experience working with over 200 global contact centers to improve operational performance and efficiency, Jason’s experience spans Travel & Hospitality, Automotive, Insurance, Healthcare, Utilities, Sales, and BPO. Leading the CPG, Retail, Travel & Hospitality portfolio at Cognizant, Jason has helped organizations realize the benefits of a true digital transformation strategy and maximize efficiencies for future growth.

With experience living and working in several countries around the world, Brigham has an extensive background in language learning and international business. Drawing from his experience in digital transformation and managing both on- and offshore contact center operations, he recognizes firsthand the impact of accurately and efficiently proving language ability. His passion for communication comes from his desire to promote economic impact in communities where they need it most.

Chris is actively involved in the industry, acting as the Central Canada Representative for SOCAP Canada, as well as a member of the SOCAP Canada Steering Committee and the Business Partner Advisory Council.