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Visionary Headliners, Rockstars and Fab Facilitators

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Headliners

Principal Innovation Partner, BT Enterprise CTIO, BT

Nicola Millard

Session: Disruption, Dolly, Dilbert and Droids: The ‘D’s Reshaping the Future of Work & the Contact Center

Session: Concurrent Zones – Take a Deeper Dive with our Headliners and Rock Stars

Why you should listen to Nicola Millard on Dilbert and Droids:

Once described as “human caffeine” on Twitter, Dr Nicola Millard is an award-winning presenter who injects a positive, people-centred espresso shot to innovation and future strategy. Half social scientist, half technologist, all academic, she’s spent most of her (long) career with BT (British Telecom) obsessing about the future of work and the future of the contact center.

Director of Support, Ireland, Shopify

John Riordan

Session: WFH or WTF – Where From Here?

Session: BE SEEN AND BE HEARD! Concurrent Deeper Dive Zones

Why You Should Listen to John Riordan on WFH – Where From Here (aka WTF!): John leads a variety of different customer support teams for Shopify, all of whom work from home, a business model he has been an evangelist for over the last 15 years in the US, UK and Ireland.

Vice President, Customer Experience, Safelite AutoGlass

Christina Pletnewski

Session: Creating a Touchless Experience

Why You Should Listen to Christina Pletnewski on Creating a Touochless Experience:

Christina Pletnewski is known by her coworkers as a tiny firecracker with an explosive personality. There’s a lot more to repairing, replacing and recalibrating a windshield than the average person knows. That’s why her wit, curiosity and action orientation play a vital role in driving innovative experiences and solutions that capture the trust and business of nearly 11 million customers a year.

Rockstar Insights​

Director of Digital Support, Samsung

Sourjo Basu

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

Bio is forthcoming…

Vice President, Customer Solutions, Amerimark

Cathy Bauer

Session: Harnessing the Voice of the Customer to Drive Growth

Bio is forthcoming.

Founder & Chief Executive Officer, The Center for Workforce Excellence

Trudy Bourgeois

Session: Making Authentic Connections Amidst Crisis and Chaos
Session: Concurrent Zones – Take a Deeper Dive with our Headliners and Rock Stars

Bio is forthcoming.

Senior Vice President, Operations, Pacific Sunwear

Jon Brewer

Session: Harnessing the Voice of the Customer to Drive Growth

Bio is forthcoming.

Chief Experience Officer, Officium Labs

Nate Brown

Customer Engagement Leadership Council Member

Session: Customer Engagement Leadership Council: Take-Aways Pow Wow

Bio is forthcoming…

Senior Director of GMS Technology, Analytics, and Product, TechStyle Fashion Group

Aarde Cosseboom

Session: The Evolution of Digital Tools: Adapting to the Omni-Digital-Channel Customer Revolution

What inspires you?
Innovation, Driven Individuals, and Entrepreneurial Spirit.

For the last decade my professional experience has been in the Contact Center world, servicing businesses and consumers through cloud-based SaaS products. I enjoy 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.

Author of the Contact Center book – Enable Better Service: A Customer Service Contact Center Story of Breaking Away from the Norm Through Creativity, Technology and Innovation.

Chief Executive Officer, Officium Labs

Jerry Leisure

Session: How Mythical Games and Officium are Driving On-Demand Customer Service

What inspires you? The ability to make an impact

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.  As well as lifetime of learning from other great CX craft builders and creators.

Chief Operating Officer, Mythical Games

Jeff Poffenbarger

Session: How Mythical Games and Officium are Driving On-Demand Customer Service

Bio is forthcoming.

Director Contact Center Services & Access, Spectrum Health Corporate

Nastaciea (Stash) Robert

Session: CAPSTONE

Bio is forthcoming…

Director, Customer Experience & Employee Engagement, Schindler Elevators

Stacy Sherman

Session: An Exceptionally Human Solution for Customer Satisfaction

Why You Should Listen to Stacy Sherman on an Exceptionally Human Solution for Customer Satisfaction:

Stacy Sherman will be speaking about humanizing business, why it matters, actionable tips, and best practices that attendees can do now to differentiate their brands. What makes Stacy credible is that she is a strategist and practitioner, leading customer experience and employee engagement every day. She’s the CX Director at a Global Corporation, Schindler Elevator, and previously led CX at Verizon. In her spare time, she is also blogging, writing for Forbes, mentoring people about DoingCXRight®‬ , and writing her next book.

Stacy Sherman is a Customer Experience (CX) Strategist, Practitioner, and Digital Marketer. She’s known for HUMANIZING business and differentiating brands beyond price. Stacy doesn’t just talk about it. She’s DOING it…making an impact as Director of CX and Employee Engagement at Schindler Elevator Corporation, previously led CX at Verizon. When Stacy’s not at work, she’s writing for Forbes, blogging, speaking, and co-writing two CX International books launching soon.

Stacy is on a mission to help connect people and inspire great authentic customer experiences fueled by motivated, INCLUDED, happy employees. It’s the reason she started DoingCXRight®, which is a journey based framework that maximizes satisfaction through a practical approach. It entails both HEART & SCIENCE — combining proven methodologies to create real brand affinity, loyalty, and a competitive edge that delivers results.

Vice President of Member Experience and Global Studios, Peloton Interactive

Andrea Zahn

Session: Success Story

Bio is forthcoming…

Fab Facilitators

Director of Digital Support, Samsung

Sourjo Basu

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

Bio is forthcoming…

Global Director, Customer Service Transformation, ServiceNow

Tom Brennan

Session: Transforming Service: Building Powerful Knowledge Bases and Communities

What inspires you?
Endless wonder and beauty of nature!

Tom Brennan is Principal Strategist for Customer Service Digital Transformation at ServiceNow. Prior to joining ServiceNow, Tom served as VP of Global Support Services for Avaya. He led Private Cloud/Managed Services Delivery and Digital Transformation, resulting in record levels of customer satisfaction, top performer retention, margin improvement, and an overall economic impact of greater than $700m.

Prior to Avaya, Tom held a variety of executive roles over 23 years at Oracle, including responsibilities for North America Support Delivery, Knowledge Management, and the integration of over 85 acquisitions by unifying the customer and support engineer experience on a single instance with standard global processes.

Tom also served many years on the Board of Directors for the Consortium for Service Innovation, nonprofit alliance of service and support organizations focused on innovation around customer engagement, productivity, and success.

CX Consultant, PTP

Crystal Collier

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

Bio is forthcoming…

Vice President of Marketing - Consumer Engagement Solutions, HGS

Lauren Kindzierski

Session: Perfecting the Self Service Experience: Reduce Effort & Drive Resolution

Bio is forthcoming…

Product Strategy Manager, Verint Customer Engagement Solutions

Andressa Marlan

Session: Workforce Management: Innovate, Create, and Communicate

Bio is forthcoming.

Product Marketing Manager, Salesforce

Kourtney Martin

Session: Accelerate Agent Productivity on Every Call, from Home or the Contact Center

Bio is forthcoming…

Vice President, Global Head of Automation & Marketing, Jacada

Scott Merritt

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

Bio is forthcoming…

Head of Global Operations, Inspiro

Rommel Regino

Session: Harnessing the Voice of the Customer to Drive Growth

Why Should We Listen to Rommel Regino on Harnessing the Voice of the Customer to Drive Growth?

Rommel is hailed as one of the most influential operational leaders in the Philippine BPO industry today. He is currently managing 11,000 contact center employees across three continents and leads a diverse team of thought leaders and domain experts, helping global brands elevate their CX strategy. A champion of the industry, Rommel sits on the board of the Contact Center Association of the Philippines (CCAP) and leads in driving innovation and excellence.

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