Visionary Headliners, Rockstars
and Fab Facilitators

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Headliners

Brian Jeppesen

Director, Contact Center Operations
Fertitta Entertainment

With over 35 years of experience, Brian is a seasoned leader in contact center operations and 2-time Frost & Sullivan award winner. He specializes in deploying Conversational AI to enhance customer experience and reduce costs, has led teams of up to 2,500 agents across global brands including Landry’s and Golden Nugget and serves on the Board of Directors for the Contact Center AI Association.

Dana Shapir Alviene

Chief Guest Officer
Breeze Airways

Dana is the Chief Guest Officer at Breeze Airways™ with over 25 years of airline operations and customer experience leadership. She has held key roles at Southwest, JetBlue, Avianca, and Spirit, where she led airport and inflight teams and drove significant improvements in on-time performance and guest satisfaction.

Bobby Thompson

Director of Construction
Schaefer Homes

An Army combat veteran and construction professional with over 25 years of leadership experience, Bobby has invested his entire career in sharpening his technical and leadership skills. With a career spanning various roles in the building industry, he brings deep expertise in process improvement, innovation, leadership, workforce development, and team building.

ROCKSTAR INSIGHTS

Heather Arthur

Vice President, Global Client Experience Centres
Scotiabank

Heather is a dynamic customer experience and sales industry expert with over two decades of experience. An award-winning professional and certified NLP practitioner, Heather is also the host of the Say YES Movement podcast, inspiring individuals and organizations to reach their full potential

Willie Beasley

Director, Contact Center Solutions
BCD Travel

Willie is the Director of Contact Center Solutions Communications at BCD Travel, where he leverages 19 years of experience to drive global service excellence and operational clarity across the CCS organization. With more than 13 years of specializing in contact center strategy, he partners closely with operations and program management teams to implement scalable, customer focused solutions that enhance both efficiency and experience. Willie is based in Converse, TX, and is recognized for his leadership in optimizing communication frameworks and innovative contact center technologies.

Natalie Beckerman

EVP/Chief Business Officer
iQor

Described as a fixer in the customer experience and customer contact space, Natalie has run top tier, large scale operations driving transformation and change, leading strategy, while conquering operational and service excellence across the Globe. She is known to build new business, increase revenue and turn around performance, while at the same time reenergizing and invigorating businesses and leaders. Natalie has done this in the telecommunications/mobile, Home Services, Hospitality and Fintech/Financial services industries.

Christina Bell

Vice President, Contact Center Solutions
BCD Travel

Christina serves as Vice President of Contact Center Solutions at BCD Travel, where her visionary leadership has driven operational excellence and meaningful cost savings through innovative service strategies. Known for her strong analytical mindset and collaborative approach, she consistently centers customer loyalty and agent effectiveness in her work. Christina is passionate about elevating the customer experience by integrating emerging technologies and industry best practices, helping transform the service landscape to improve profitability and performance. Widely recognized as an industry leader, she brings deep expertise and a commitment to advancing organizational success.

Francoise Benoit-Betters

Vice President, Merchant Services
Deluxe

With more than 21 years of experience in Merchant Services and Call Center Operations, Francoise brings deep expertise in the credit card processing industry. She has delivered 5-star support to more than 160,000 merchants and helped earn 13 consecutive ATSI Call Center of Distinction Awards, along with five Top Score Customer Service Awards, including four consecutive years. Francoise believes exceptional customer support is the foundation of lasting partnerships. At Deluxe, she leads highly trained, in-house teams across customer support, installation, PCI compliance, and retention, while also overseeing the in-house Deployment facility and facilities operations for three business units.

Angela Blevins

Vice President, Club & Owner Services
Hilton Grand Vacations

Angela is an award-winning Customer Experience Architect, Expansion Executive, and Operations Leader with deep expertise in driving innovative, sustainable strategies that maximize customer satisfaction, loyalty, and retention. She is a trusted Strategic Advisor and Board Member, recognized for leading high-value, high-stakes initiatives through strong stakeholder engagement, data-driven platforms, and disciplined execution that delivers growth, cost savings, and optimized performance. A hands-on servant leader and team builder, Angela cultivates cross-functional collaboration, develops top talent, and fosters high-performing environments that elevate the end-to-end customer experience and bottom-line results.

Jaysa Boyer

Head, Employer Engagement
Ultimate Medical Academy

Jaysa joined UMA in 2014 and has spent the past 12 years expanding Employer Partnerships to 150+ national partners, helping place thousands of graduates. Passionate about healthcare education, she is dedicated to bridging workforce gaps, strengthening talent pipelines, and creating customized solutions for healthcare recruiting. Jaysa is committed to improving employee engagement and empowering women across industries, making a lasting impact on both graduates and employer partners in the healthcare community.

Nate Brown

Head of CX Advisory
Metric Sherpa

Nate Brown loves two things very much…customer experience and community. Fortunately, these concepts go hand-in-hand! As a community builder, Nate co-founded CX Accelerator in 2018. Quickly growing to well over four thousand members, this vibrant collection of CX leaders is helping one another to maximize their career and accomplish remarkable things in service to others. Nate also heads up Advisory Services for Metric Sherpa, a research firm helping organizations to transform customer interactions.

Demetrice Bryant

Senior Director, Support Services
Priceline

Demetrice is a senior learning and customer experience leader with over 20 years of experience transforming global service organizations through enterprise-wide learning strategy, AI-powered customer experience, and digital workforce transformation. She brings deep expertise in talent development, performance management, and change enablement, with a strong focus on aligning people, process, and technology to deliver measurable results. Demetrice has led large-scale learning and quality initiatives across industries, partnering with executive teams at Priceline, The Coca-Cola Company, Kaiser Permanente, Emory University, Children’s Healthcare of Atlanta, and the State of Georgia.

Takia Butler

Director, Care Operations
Grubhub

Takia is the Director of Customer Experience Operations at Grubhub, bringing more than 20 years of proven leadership in contact center excellence. Her career spans fast-paced industries including education technology and financial services, where she has consistently balanced exceptional customer service with strategic sales growth. With deep expertise in building and scaling high-performing contact center teams, Takia is also passionate about mentoring the next generation of CX leaders. In this forum, she is poised to deliver powerful, experience-driven insights from the contact center landscape, offering transformative perspectives to support the professional advancement of her peers.

Jason DaCosta

Senior Vice President, Customer Operations
Alarm.com

Jason is a transformational leader and customer service practitioner, having built contact centers and their operations from scratch to scale. He focuses on building processes and best practices from a foundation of continuous ongoing improvement by pushing teams to deliver “best in the world” outcomes, while identifying opportunities to innovate by leveraging new and dynamic technology.

Wes Dudley

Senior Vice President, Customer Experience
Broad River Retail

Wes has over 35 years of retail experience and is a customer experience executive who believes the best business results come from inclusive leadership. Known for challenging the status quo through people, process, and technology, Wes is a vocal ally to women in business. He is committed to creating environments where voices are heard, opportunities are equitable, and leadership is earned through trust, not title.

Matt Goldsmith

Senior Vice President of Member Experience
MIT Federal Credit Union

Matt has led customer-facing organizations across a wide variety of businesses over the past 20 years. He has built a strong reputation for building cohesive partnerships across business units and creating enterprise alignment in order to successfully drive large-scale business transformation, resulting in industry leading results in both customer and employee engagement and satisfaction.

Daven Govender

Group Chief Customer Officer
Digicel Group

With over 20 years of experience leading customer experience and contact center operations globally, including BPO environments, Daven is a senior CX leader focused on helping organizations make disciplined, ROI-led technology decisions. He has led large-scale, multi-market CX transformations by balancing AI adoption, operational efficiency and customer outcomes, backed by strong people leadership and execution discipline to deliver measurable business impact.

Paul Grubic

Director – Owner Channel Operations
GE Appliances

Paul is an accomplished Director of Operations with more than 20 years of experience leading high-performing contact centers. Recognized for driving operational excellence and customer experience innovation, he has led large-scale teams, implemented transformational service strategies, and improved performance through data-driven decision-making. Paul specializes in scaling operations, fostering cultures of accountability, and driving continuous improvement across channels. He has a proven track record of improving key metrics, launching new support models, and aligning service delivery with business goals. A strong advocate for operational agility and customer-centric leadership, Paul brings practical insight to the evolving virtual contact center landscape.

Andrea Hughes

Vice President Client Experience & Retention
TruGreen

Andrea is a seasoned customer experience leader with over 20 years of transforming service organizations and strengthening the partner relationships that drive exceptional customer outcomes. She is known for turning external partnerships into strategic extensions of her teams, elevating performance, innovation, and operational excellence. As a senior leader and advocate for women in CX, Andrea brings practical insight and authentic leadership to conversations that move the industry forward.

Rasheeda James

Vice President of Client Services
Americor

Rasheeda is a senior customer experience and operations executive known for scaling high-performing, people-centered organizations through data, technology, and heart-led leadership. As Vice President of Client Services at Americor, she leads large, multi-site contact center operations across the U.S. and nearshore partners, overseeing hundreds of professionals across voice, chat, and digital channels. Rasheeda is deeply committed to servant leadership, community impact, and developing the next generation of leaders. She believes that the strongest organizations are built where accountability, transparency, and compassion coexist.

Nadir Kiem

Vice President of Customer Care and Revenue Management
Seminole Hard Rock Hotel & Casinos and Hard Rock International

Nadir leads global omni-channel contact center operations across voice, digital, and AI at Seminole Hard Rock Hotel & Casinos and Hard Rock International. With over 20 years of executive experience across hospitality, financial services, healthcare, and telecom, he specializes in scaling customer service in highly regulated environments. He is known for turning AI from pilot programs into governed, production-ready solutions that protect revenue, ensure compliance, and elevate the guest experience.

Shri Nandan

Vice President, AI Products & Experiences
Comcast

Shri is a customer-obsessed CX professional who has dedicated her career to “meeting the customers where they want to be met”. Her leadership and advisory roles across diverse industries spanning insurance, fintech, pharmaceutical and telecom have honed her expertise in digital transformation and product strategy, enabling her to contribute significantly to customer-centric product and technology advancements. Using data driven approaches and high-performing teams, Shri has elevated the AI and digital product landscape enhancing customer experiences, and embedding strategic technological innovations across the business.

Gina Marchese

Senior Director, Consumer Connections
LIXIL

Gina, a dynamic leader with over 20 years in customer service, excels in transforming contact centers into high-performing organizations. Her innovative approach has consistently driven efficiency and elevated customer satisfaction, making her a respected expert in the industry.

Aaron Rzepka

Deputy General Manager, Customer Application Branch
County of Los Angeles

Aaron is a senior technology executive with deep experience leading large‑scale IT organizations, modernizing enterprise systems, driving digital transformation across complex private and public‑sector environments. He has overseen mission‑critical development teams, implemented organization wide technology strategy, and delivered innovative solutions that improve service delivery and operational efficiency. His track record integrating advanced automation and reimagining ServiceDesk operations positions him as a leading voice on the transformative role AI can play in elevating customer and workforce support.

Krista Scott

Vice President of Contact Center Operations
Great American Media

Krista is a seasoned contact center executive with over a decade of experience leading large, remote, and omnichannel teams across phone, chat, email, social, and AI-enabled platforms. She brings a practical adaptive leadership perspective, having guided organizations through constant transformation—balancing emerging technology, operational performance, and the human realities of change fatigue while sustaining resilient, high-performing teams.

Cippy Seidler

Director, Consumer Care Center
Banner Health

Speaking to and working with many diverse contact groups around the world has inspired and enlightened Cippy. It has brought positivity, new ideas and creativity to an already open mind about the importance and truly critical nature of the contact center environments. She has worked most of her career in Retail and Health Care contact centers helping others appreciate why internal and external customer service and brand loyalty begins in the contact center.

Tori Signorelli

Director Guest Journey & Insights
Alaska Airlines

Tori is a senior customer insight and experience leader who helps organizations translate customer contact into decisions leaders actually make. She currently leads Guest Journey & Insights at Alaska Airlines and previously led global Service Design and Voice of the Customer at Farfetch, where she used customer data to inform strategy, enable self-service, and shift how service organizations create value.

Damon Spurlock

Director, Global Workforce Management & Command Center
Fabletics

Damon has held various workforce management (WFM) leadership and technical consultant roles in the contact center industry for over 15 years. In his current role at Fabletics, he has recently introduced a practical playbook to implement real-time WFM automation guardrails, governance, and metrics that translate AI promises into business outcomes customers and agents actually feel. Damon currently resides in Davao City, Philippines since 2018, where he is also the Co-Founder of WFM Pros organization and a Founding Member on the Philippine AI Business Association (PAIBA).

Scott Thomas

Associate Vice President, Client Care
Cox Automotive Inc.
Customer Engagement Leadership Council Member

Scott brings over 20+ years of experience leading large-scale customer service operations and currently oversees a team of 800+ supporting Cox Automotive’s Retail brands, including Autotrader and Kelley Blue Book. His organization manages 1.8 million annual support interactions, API implementations, and 26,000 web domains, consistently achieving a CSAT rate of 90% or higher, low employee attrition, and strong internal promotion rates. These results come from a deep focus on operational excellence, leadership development, and customer-driven innovation. Throughout his career, Scott has transformed high-volume service organizations and coached leaders on scalable, peoplefirst support models

Susan Weaver

Chief Customer Officer
Slavic401k

Susan’s career progression over the past 25+ years from a front-line processor and call center representative to Chief Customer Officer has been a profound and rewarding learning experience. Her innovative approach to contact center operations and relationship management has redefined the importance of the customer experience at Slavic401k. By consistently placing the customer at the heart of every decision, Susan has fostered a culture of empathy, accountability, and excellence, achieving outstanding results for both the business and the customers they serve.

Shannon Yeats

Global Vice President, Client Success
Entertainment Partners

Shannon is a seasoned, results-driven executive with deep expertise in leading large-scale teams across contact centers, sales, and claims operations. She has a proven track record of driving business growth, improving operational efficiency, and cultivating a culture of high performance and continuous improvement. Known for aligning strategy with execution, Shannon excels at enhancing the customer experience and championing employee engagement. She has led teams of 800+ across diverse environments, with a strong focus on service quality, innovation, and delivering measurable, lasting results.

Fab Facilitators

Marc Bernstein

Founder and Chief Executive Officer
Balto

Marc is a recognized AI leader who has spent the past decade studying how artificial intelligence can elevate human performance in high-pressure environments. Drawing on research in AI, psychology, and real-world experience guiding contact center leaders, Marc speaks on how to use AI to make people more capable, more confident, and more effective—without losing the human element.

Rachel DiBello

Enterprise Sales Director
Intradiem

Rachel is an Enterprise Sales Director at Intradiem with more than 20 years of experience helping large organizations transform contact center operations through real-time automation and enterprise SaaS solutions. She brings firsthand insight from working with global brands on improving efficiency, ROI, and workforce performance—making her uniquely qualified to translate complex technology into practical strategies leaders can act on immediately.

Oisin Glynn

Vice President Solutions Engineering
PolyAI

Oisin is a seasoned professional who brings over 25 years of valuable experience in the contact center industry. Throughout his career, he has held key positions in R&D, Operations, and Pre-Sales Engineering, gaining a comprehensive understanding of the industry’s various facets. Oisin brings deep expertise in transforming customer experience through the strategic implementation of advanced conversational AI. He designs and optimizes customer journeys that drive measurable impact—delivering exceptional outcomes for both customers and employees.

Seth Greenberg

Director of Demand Generation and Strategy
SoundHound AI

An award-winning strategist with over 15 years of experience, Seth is Director of Demand Generation and Strategy at SoundHound AI where he excels at bringing data-driven insights to products, marketing, and CX. His previous work included building innovative consumer-centric experiences for the world’s biggest brands, like Disney, Ally Bank, Verizon, Samsung, Nike, and IBM.

Ali Karim

Vice President
DATAMARK, Inc.

Ali “Let’s automate that” Karim is a seasoned contact center professional with a deep passion for innovation and a keen understanding of cutting-edge technologies like Generative AI. With a diverse background as an aeronautical engineer, Apple Genius Bar employee, Lululemon ambassador, and barista, Ali brings a unique perspective to solving complex business challenges across different industries.

Adam Levin

Chief Executive Officer & Founder
Reddy

Adam is the CEO and founder of Reddy, on a mission to empower agents and customers with the right knowledge at the right time. Prior to Reddy, he was the COO and co-founder of an education technology startup that built in person campuses for online learners, attempting to scale asynchronous training for higher ed. Since then, he’s spent most of his time living out of contact center classrooms from Miami to Manila while overseeing Reddy’s development and growth.

Jaclyn Lo

Director, Customer Success
Procedureflow

With deep experience in optimizing customer experience, accelerating digital adoption, and leading large scale change across contact centers, Jaclyn brings a practical understanding of what frontline teams need to succeed. Her work is grounded in the belief that strong knowledge foundations are the engine behind confident agents, consistent service, and AI systems that truly add value.

Alain Mowad

Vice President of Product Marketing
Aspect Software

Alain is Vice President of Product Marketing at Aspect Software, where he leads the product marketing, partner marketing, customer marketing, and market intelligence teams to drive growth through differentiated go to market execution and customer retention and expansion strategies. With more than 30 years of experience across product marketing and product management, Alain has built and led high performing teams that bring workforce engagement, customer experience, security, infrastructure, AI/ML, and IT lifecycle services solutions successfully to market.

Rey Ortega

Chief Customer Officer
AmplifAI

Rey is a mission-focused innovator dedicated to helping companies scale by aligning human potential with cutting-edge technology. With deep experience in CX and contact centers, Rey builds teams and systems that solve the struggles and challenges of driving contact center performance. His passion is using the latest technologies to help brands deliver exceptional customer and employee experiences.

Lizzie Strausbaugh

Senior Solutions Consultant
Intradiem

Lizzie is a Senior Solutions Consultant at Intradiem, where she helps contact centers unlock operational efficiency through dynamic workforce orchestration. Her background in workforce management and process improvement enables her to help organizations address critical efficiency gaps and implement solutions that improve cost savings, employee engagement, and customer experience.

Ryan Vaughn

Vice President, Solutions Consulting
Nextiva

Ryan joined Nextiva in 2024 as VP of Solutions Consulting. Before that, he spent a decade at Salesforce leading pre-sales for top Technology customers and another decade in consulting, managing complex cloud technology deployments for global companies. Known for his innovative, results-driven approach, Ryan focuses on improving processes and driving efficiency.

Visionary Headliners, Rockstars and Fab Facilitators