HEADLINERS+

Visionary Headliners, Rockstars and Fab Facilitators

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Rockstar Insights

Founder, Regenerate

Andrew Deutscher

Session: Challenge Yourself. Yes, You Can!

For over a decade, Andrew has worked with a variety of high-performance disciplines from professional athletes to the US Air Force, translating cutting edge strategies for sustained energy and performance to applicable life strategies for high pressure career professionals. In a world of rising demands and increased obligations, he’s helped thousands of managers, leaders, and executives shift from reactive to proactive to recapture their days and win back their lives.

Head of Global Customer Operations, Pinterest

Gerald Hastie

Session: How Pinterest Approaches Customer Segmentation and Tiered Service

Assistant Vice President, Customer Operations, Cox Automotive Media Group

Erin McMillan

Session: Prioritizing the Safety and Well Being of Your Employees: “It’s OK to Not Be OK…Really, it’s OK!”

Bio is forthcoming.

Chief Customer Experience Officer, M&T Bank

Aarthi Murali

Session: Why the Customer Experience Matters

Bio is forthcoming.

Author & Keynote Speaker

Mike Robbins

Session: We’re All in This Together

Mike Robbins is an expert in leadership and team performance, a former professional baseball player, and the best-selling author of five books, including his latest, We’re All in This Together.  His clients include Google, Wells Fargo, Microsoft, Gap, the Oakland A’s, and many others.

Vice President, Frost & Sullivan

Shawanda (Shay) Roberts

Session: Welcome: Ready…Set…Go!

Bio is forthcoming.

Senior Vice President, Frost & Sullivan

John Ruggles

Session: Welcome: Ready…Set…Go!

Bio is forthcoming.

Head of Global Community Operations, Snapchat Inc.

Ahmad Shabazz

Session: Augmented is the New Reality in CX and CS

Bio is forthcoming.

Vice President, Omnichannel Service Experience, UnitedHealth Group

Vinod Varma

Session: Rebooting Your CX Initiatives: Advancing from Insights, to Organizational Strategy

Vinod Varma leads Omnichannel Service Experience for United Healthcare. He is responsible for using product & technology capabilities to enable a simple service experience for the millions of members and providers. As part of this, he leads UHC’s contact center solutions like IVR & Call delivery, Agent desktop, Alternate channels like Chat and Messaging and the Voice of the customer services. This is a newly formed team that enables all UHC operations across Commercial groups, Government operations (Medicare and Medicaid), Specialty operations (Vision, Dental, Motion) etc.   Over the last two years he has been able to drive significant transformation by upgrading technology infrastructure across UHC, simplifying experience design for customer interactions across the IVR.

Prior to this Vinod was the head of Product Strategy & Customer Experience at American Express Global Business Travel. He has led the digital teams, created world class products for Travel buyers, transformed customer onboarding through digitization, launched new services like Proactive Traveler Care and FIRST for concierge travel. Vinod also launched the new Middle market offer for Amex Travel customers across 4 countries. He is a customer experience executive who believes that resolving the customer issue with a human centered design approach will generally create the right benefits for both the customer and the business. Over the last 6 years he has adopted Design Thinking and Service Design approaches to drive experience transformation across Travel & Healthcare.

Over a career spanning over 2 decades, Vinod has worked across US & India in Sales, Client Management, Operations, Product Strategy & Management and Customer Experience.

Head of Partner & Customer Engagement, Bikes, Scooters & Transit, Lyft

Chris Vetrano

Session: Making Work at Home, Work: Near and Long Term Strategy

Chris leads Customer Experience for bike, scooter, and transit riders at Lyft. Before leading Lyft’s multimodal support experiences, he stood up the social media support team for their rideshare business and was integral in launching the company’s home-based work program and global customer support expansion.

Fab Facilitators

Senior Vice President, Solutions and Capabilities, HGS

Parikshit (PK) Kalra

Bio is forthcoming.

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