Agenda

Abstract:
AI is creating an inflection point in customer support: organizations can move beyond reducing cost to deliver help that better understands customers, resolves issues accurately, and earns trust at scale. Drawing on Fetch’s journey from 0% to nearly 70% self-service, this session explores what transformation actually requires.
 
Action Items:

• Implement a demand-classification framework before selecting opportunities for automation
• Build a permanent AI capability by pairing customer-facing domain experts with product and engineering partners
• Create protected innovation time that empowers frontline employees

Headliner:

Brian Johnson
Vice President Trust & Safety
Fetch
 
Why You Should Listen to Brian:
Brian leads a 200-person global organization across User Support and Platform Integrity at Fetch. His experience with AI spans 15 years across analytics, machine learning, AI hardware, and now GenAI-powered customer support, where he helped Fetch move from near-zero self-service to roughly 70% AI-enabled self-service resolution while increasing CSAT. His work focuses on building teams and operating systems that use AI to make things better, not merely cheaper and faster.

Abstract:
For too long, Customer Experience has been measured by surveys, scores, and good intentions instead of business outcomes. This session challenges conventional CX thinking and explores how real-time data, AI, and decisive leadership can transform the contact center into a proactive engine for revenue growth, customer loyalty, and competitive advantage.
 
Action Items:

• Rethink CX success metrics by connecting customer-centered decisions directly to revenue, retention, and customer lifetime value
• Implement real-time AI and automation that proactively solve customer needs instead of simply reducing operational costs
• Collaborate across customer success, sales, operations, and executive leadership to elevate contact center insights into enterprise-wide growth strategies

Rockstar Insight:

Lee Kemp
Senior Vice President, Customer Success & Transformation
PCNA (Polyconcept North America)
 
Why You Should Listen to Lee:
A people-focused, results-driven executive with more than 20 years of leadership experience spanning Customer Experience (CX), business transformation, strategy, operations, and supply chain. Lee has led award-winning global transformation initiatives and customer-centric growth strategies for Fortune 500 companies, combining practical leadership, data-driven decision-making, and innovation to improve performance, accelerate growth, and create lasting competitive advantage. A U.S. Army combat veteran and former officer, Lee is passionate about developing people, challenging conventional thinking, and leading purposeful transformation that delivers measurable business results.

Abstract:
Your CFO approved the AI. Now comes the harder question: what changed? Stuart Parry of Zander Insurance and Balto CEO Marc Bernstein share the 10 ROI metrics worth tracking, which ones move first, and how Zander connects results back to the tools driving them, including increasing its agent-to-manager ratio from 10:1 to 15:1.
 
Action Items:

• Identify the key metrics that demonstrate AI’s business impact
• Track early indicators to understand what’s working and where to adjust
• Connect AI outcomes to specific initiatives to clearly demonstrate ROI

Fab Facilitators:

Stuart Perry
Director of Business Analytics
Zander Insurance
 
Why You Should Listen to Stuart:
Stuart is Director of Business Analytics at Zander Insurance, where he helps turn data, AI, and customer insights into business results. With expertise in customer experience, contact center optimization, and analytics strategy, he brings a practical perspective on using data to drive growth, improve performance, and support better decisions.

Marc Bernstein
Founder and Chief Executive Officer
Balto
 
Why You Should Listen to Marc:
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.

Abstract:
Deploying a successful AI agent is just the opening move. What comes next is fundamentally rethinking how your enterprise delivers value: making AI agents the foundation of customer experience, not a feature layered on top. In this session with PolyAI’s Jose Carlos Berlioz and AdaptHealth’s Bill Lewis, we’ll explore how organizations move beyond isolated pilots to unlock real competitive advantage. We’ll cover the governance frameworks, organizational structures, and use-case prioritization that turn early wins into enterprise-wide leverage.
 
Action Items:

• Shift from treating AI agents as pilot projects to positioning them as core infrastructure
• Design for governance and security while maintaining the speed and flexibility to expand quickly
• Identify which use cases unlock the most leverage across your business
• Build organizational alignment around AI agents as the primary interface for customers

Fab Facilitators:

Bill Lewis
Senior Director, Communications Technology
AdaptHealth
 
Why You Should Listen to Bill:
Bill serves as Senior Director, Communications Technology at AdaptHealth, a leading network of full-service medical equipment companies serving more than 670 locations across 47 states, empowering patients in respiratory, sleep, and diabetes health to live independently at home. In this role, Bill has helped lead the integration of cutting-edge technology into AdaptHealth’s contact center operations, driving improvements in patient communications and operational efficiency at scale.
 
Jose Carlos Berlioz
Senior Solutions Consultant
PolyAI
 
Why You Should Listen to Jose:
Jose Carlos is a Senior Solutions Consultant at PolyAI. He is an experienced technical sales professional skilled in Solutions Engineering, Global Outreach Support, Technical Support, Statistical Data Analysis, Sales, and Cross-functional Team Leadership.
 

Hosted By:

Pam Reilly
Senior Manager of Customer Engagement
Waste Management

Why You Should Listen to Pam:
Pam is a Senior Customer Experience Manager at WM with 20+ years of industry experience who has been recognized for her people-first, customer anchored leadership rooted in empathy, authenticity, and frontline credibility. What truly makes her unique is how she blends that foundation with empathetic, people-first leadership, actively listening, asking tough questions, and ensuring the customer voice drives decisions while building trust and accountability across teams.

Hosted By:

Andrew Feil
Customer Business Lead
Mondelēz International
 
Why You Should Listen to Andrew:
Andrew brings nearly two decades of experience across retail sales, supply chain, and customer business leadership at Mondelēz International. He specializes in driving category growth with strategic retail partners by combining data-driven insights, operational excellence, and collaborative customer planning to deliver sustainable business results.

Hosted By:

Paul Grubic
Director, Contact Center Operations
GE Appliances


Why You Should Listen to Paul:
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.

Hosted By:

Nate Brown
Founder and Executive Director
CX Accelerator


Why You Should Listen to Nate:
Nate helps Customer Experience leaders better understand and serve their customers. Known for his innovative perspective and contagious energy, Nate has worked across the CX ecosystem as a practitioner, consultant, and analyst. His experience includes building contact centers from the ground up, leading complex CX functions, and helping organizations create stronger employee-customer connections. Named by Kustomer as “the most impactful influencer in the CX landscape for 2023,” Nate also serves as Executive Director of CX Accelerator, a global community supporting CX professionals. When not “CX’ing”, he is a competitive disc golfer, certified pickleball instructor, husband and 2X girl dad.

Abstract:
In today’s competitive landscape, customer dissatisfaction doesn’t announce itself it whispers through sentiment shifts, behavioral signals, and agent interactions. Pre-emptive CX harnesses AI and human expertise to detect these signals in real-time, enabling organizations to intervene before customers churn. By combining sentiment analysis, behavioral telemetry, and intelligent agent guidance, contact centers transform from reactive problem-solvers into proactive relationship guardians.
 
Action Items:

• Implement real-time sentiment and behavioral monitoring
• Integrate AI-powered agent guidance into customer interactions
• Develop proactive intervention workflows that define when, how, and by whom at-risk customers should be engaged

Fab Facilitator:

Ron Kjelden
Director, Solutions Consulting
Nextiva
 
Why You Should Listen to Ron:
Ron is a director-level technology and solutions consulting leader with more than 20 years of experience across AI, customer experience, contact center modernization, and enterprise transformation. His background includes Conversational AI, CCaaS, omnichannel, and automation, along with building and leading global AI and CX practices. He has partnered with organizations including AWS, Google, Salesforce, and IBM, and previously led solution architecture teams at Cisco. Ron focuses on helping organizations assess emerging technologies and develop practical strategies for applying AI to customer experience and broader business needs.

Abstract:
As AI absorbs more of the routine contact center workload, the interactions that reach a human are getting harder, not easier — and the skill profile of a great agent is shifting fast. Hear how leading contact centers are using AI not to replace agents, but to coach them in real time on the higher-order judgment, empathy, and problem-solving that complex cases demand. Walk away with a practical view of how to build more robust teams ready for an AI-powered customer experience, where agents handle fewer interactions but each one matters more.
 
Action Items:

• Use AI to surface coaching moments inside live interactions, not just score them after the fact
• Reinvest the time AI saves into developing agents’ advanced soft skills and decision-making
• Treat every escalated or complex case as a deliberate development opportunity, not just a ticket to close

Fab Facilitator:

Adam Levin
Chief Executive Officer & Founder
Reddy
 
Why You Should Listen to Adam:
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.

Abstract:
As technology, roles, and expectations keep shifting, building trust and driving adoption can be a real challenge for customer contact leaders. This session taps into the group to crowdsource practical ways to navigate change — and uncover opportunities to rethink and reinvent how work gets done.
 

Rockstar Insight:

Michael O. “Coop” Cooper
Founder & Executive Coach
High Performance Orgs
 
Why You Should Listen to Coop:
Michael “Coop” Cooper has coached 3,000+ executives and trained 150,000+ leaders in 37 countries over 27 years, from founders to the C-suite, including leaders at Google, Genentech, Oracle, Cruise, eBay, and PayPal. He has worked with leaders through the hardest calls of their careers, including restructures, layoffs, succession, and bet-the-company decisions. He helps leaders make better decisions, build stronger teams, and lead through constant change. In this interactive session he draws on 27 years of coaching to help you build trust and drive adoption by rethinking and reinventing how work gets done.

Abstract:
Most AI heartburn is not technology failures; it’s data and process failures. Drawing on lessons learned from a Deep Dive into Ticket Data from a customer service operations and customer journey analytics, this session reveals how our team cleaned, connected, and validated customer data to streamline and improve decision-making, and create measurable business value.
 
Action Items:

• Identify the messy data that’s creating messy AI results
• Connect your customer data so product, marketing, and service teams can see the same picture
• Never skip the human gut check before acting on AI recommendations

Rockstar Insight:

Jesse Jackson
Director of Customer Service
Biote
 
Why You Should Listen to Jesse:
Jesse is Director of Customer Service at Biote and has spent his career navigating major shifts in customer service technology, from faxed support requests to AI-powered experiences. His leadership spans healthcare, sales, technology, financial services, roadside assistance, retail, and manufacturing. Known for combining operational expertise with common sense, Jesse builds high-performing teams and cultures where employees are empowered to make a difference. Outside the office, Jesse is a prolific podcaster, lifelong Bruce Springsteen fan, and avid reader. He’ll take DC over Marvel, Star Trek over Star Wars, and has seen The Boss live 22 times and counting.

Abstract:
As AI and rising customer expectations reshape the contact center, leaders must move beyond traditional efficiency metrics to prove real business impact—while managing cost, complexity, and workforce change.
 
Action Items:

• Redefine success and link performance to containment, customer effort, retention, and cost-to-serve
• Align on a shared set of metrics because what you measure defines both the problem and success (and its ROI)
• Re-engineer workflows and knowledge systems to reduce agent friction and improve first-contact resolution
• Balance people and AI, align workforce strategy with automation, use it where it works, and upskill agents where it matters

Rockstar Insight:

Tricia Estrada
Director of AOG Operations
Honeywell
 
Why You Should Listen to Tricia:
With over a decade of experience in customer-facing support, Tricia is a proven leader in global customer experience program management. She brings deep expertise in rebuilding operations by aligning talent, processes, and metrics—driving measurable transformation through data, cross-functional collaboration, and a relentless focus on the customer.

Abstract:
Your AI is live and your customers are still complaining. Or your deployment is months away and you’re already behind. Either way, you could have seen this coming. This session makes the case that AI readiness isn’t a technology decision, it’s a foundation decision and the work starts before you’ve spent a single dollar.
 
Action Items:

• Redesign your customer journey, map what AI handles versus humans, update knowledge bases and content in parallel, and engage your development team early to document APIs and queue integration work before it becomes a bottleneck
• Establish cross-functional governance early, align CX, IT, Data & Privacy, HR and Finance around shared ownership and clear accountability before the deployment exposes the gaps
• Re-imagine your organizational structure and leadership capability now, your managers need to be ready to operate in an AI-augmented environment before the technology arrives, not after

 

Headliner:

Daven Govender
Group Chief Customer Officer
Digicel Group
 
Why You Should Listen to Daven:
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.

Abstract:
Panelists will share their real-world approaches to building a credible business case for Customer Experience investment — from aligning CX initiatives to corporate priorities, to translating customer impact into financial outcomes your CFO cares about. Learn how to tie CX to the metrics that matter most, including conversion, incremental revenue, retention, and operational efficiency, while prioritizing limited budgets and demonstrating measurable returns that keep CX investment secure.
 
Action Items:

• Identify the financial metrics that matter most to your business and map CX initiatives directly to conversion, incremental revenue, retention, and operational efficiency
• Avoid common pitfalls when building a CX business case, such as overpromising returns or misaligning with corporate priorities
• Apply proven strategies to prioritize limited budgets and resources toward CX investments that deliver clear, measurable business impact

Moderator:

Cippy Seidler
Director, Consumer Care Center
Banner Health
 
Why You Should Listen to Cippy:
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.

Panelists Include:

Angela Blevins
Vice President, Club & Owner Services
Hilton Grand Vacations
 
Why You Should Listen to Angela:
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.
 
Mary Cruse
Senior Director – IT Customer Service
First American
 
Why You Should Listen to Mary:
Mary is a seasoned customer service and contact center leader with over four decades of experience across Fortune 500 companies in the airline, healthcare, and financial industries. As Senior Director of IT Customer Service at First American, she leads global support teams and brings deep expertise in service excellence, customer experience, technology, and leadership development. Recognized as an HDI Hall of Fame inductee and AWT Outstanding Executive in Technology, Mary is known for strengthening teams, creating industry best practices, and delivering impressive service.
 
Clancey Dollard
Director, 24/7 Support Center
University of Arizona
 
Why You Should Listen to Clancey:
Building teams that improve customer lives is Clancey’s passion. As a Certified HDI Support Center Director, he brings the hands-on experience needed to deliver meaningful customer experiences. Working closely with executive leadership, Clancey specializes in translating front-line support value into the hard ROI that captures a CFO’s attention.
 
Angel Christopher Gomez
Former Senior Vice President of Global Consumer Sales, Service & Reservations
AmaWaterways River Cruises
 
Why You Should Listen to Angel:
Angel is the former Senior Vice President of Global Consumer Sales, Service, and Reservations at AmaWaterways, where he led global contact center operations, sales, customer experience, and air services. With nearly two decades of leadership in the travel and hospitality industry spanning river and ocean cruises and air travel, he has built and transformed high-performing organizations, driving growth through innovation, operational excellence, and a people-first culture.
 
Lance Thompson
Director, Customer Experience
Mercury Insurance
 
Why You Should Listen to Lance:
Lance has 30+ years of insurance experience focused on delivering superior customer service. Throughout his career he has led both cultural and technical transformations in an ever-evolving business. As AI advancements rapidly take hold Lance is focused on adapting his teams to further enhance both service delivery as well as personal development.

Abstract:
The best interaction is the one your customer never had to ask for. This session tackles how proactive, personalized AI turns what you already know about a customer into an offer, a fix, or a nudge that arrives before they ask, across every digital and in-person touchpoint.

Action Items:

• Identify the customer knowledge your organization holds and the unstated needs your frontline hears
• Reimagine proactive outreach as a service capability instead of a generic campaign
• Develop a customer journey map that brings personalization across all digital and physical channels

Fab Facilitator:

Sarah Stoyanov
Product Marketing Specialist
SoundHound AI
 
Why You Should Listen to Sarah:
With more than seven years in the AI industry, Sarah focuses on creating strategy and content that make the art of the possible feel concrete. Working closely with product and customer-facing teams, she connects advanced AI capabilities to the real needs of businesses and their customers.
 

Abstract:
For years, contact center transformation has focused on replacing existing labor models, locations, and technologies with lower-cost versions of the same approach. In this interactive ThinkTank, CX leaders will explore how AI enables organizations to redesign service delivery from the ground up—rethinking workforce strategy, agent roles, knowledge management, and customer experience to create operations that are built for better, not simply built to replace.
 
Action Items:

• Reimagine service delivery models by challenging traditional assumptions around labor, location, and technology
• Evaluate how AI capabilities can transform agent roles, training, quality management, and customer support processes
• Design a future-state operating model that prioritizes better-by-design experiences over like-for-like replacement strategies

Fab Facilitator:

Jon Lunitz
Head of Enterprise Sales and Solutions
DATAMARK, Inc.
 
Why You Should Listen to Jon:
With more than two decades of experience in the BPO industry, Jon brings a practical understanding of both the buyer and provider sides of the business, shaped by leadership roles across international business development and strategic sourcing teams. He recognizes that AI integration is not simply about automation, but about creating smarter, more seamless experiences that improve outcomes for both agents and customers.

Abstract:
As AI takes the simple contacts, agents inherit harder work, burnout and attrition risk rise, and leaders must prove AI is paying off. This interactive roundtable debates how executives rethink performance across people and AI, reskill agents for complexity, and protect the coaching that keeps them engaged.
 
Action Items:

• One scorecard or two: how do you hold people and AI accountable for the same outcomes?
• Targeted reskilling or keeping pace: can training move as fast as the business?
• Coaching time or managing the machine: what is the supervisor’s job now?

Fab Facilitators:

Miguel Lugo
Director, Business Value Strategy
Centrical
 
Why You Should Listen to Miguel:
Miguel helps leading banking and financial services organizations, including two top-five U.S. banks, connect agent performance, reskilling, and coaching to measurable business outcomes. A former Deloitte consultant, he brings a business-case lens to how enterprises develop and manage agents as AI reshapes their work.
 
Mike Riordan
Enterprise Sales Executive
Centrical
 
Why You Should Listen to Mike:
Mike has built his career helping enterprises adopt coaching, enablement, and engagement platforms, which has given him a wide view of how large organizations develop and measure their people. He works with leading insurance and financial services companies, including two top-five U.S. banks, on performance, reskilling, and coaching programs for their contact center teams.

Abstract:
Customers expect service on their terms, at any hour, yet most contact centers still operate within traditional boundaries. This interactive roundtable explores how organizations can rethink that model by dynamically orchestrating human agents, AI agents, and automated workflows to expand availability while matching each customer interaction with the right resource.
 
Action Items:

• Identify where 24/7 engagement creates value: map demand outside current hours to spot high-impact interactions
• Develop decision criteria for human vs. AI vs. workflow, based on intent, complexity, value, and risk
• Evaluate your ability to dynamically orchestrate across all three: can your systems shift between them while preserving context?

Fab Facilitator:

Jerry Adriano
Executive Vice President, Client Services
Afiniti
 
Why You Should Listen to Jerry:
Jerry is EVP at Afiniti, where for over a decade he has driven contact center AI strategy and led client deployments for some of the world’s largest customer experience organizations. Previously, as VP of Customer Experience at Sprint, he led a company-wide transformation that cut customer calls by 40% and took customer satisfaction from last to first in the ACSI study.

Abstract:
AI is rewriting the economics of the contact center, but are we measuring the right things? Traditional ROI misses much of AI’s real value. Discover how Value on Investment reframes success across efficiency, scalability, talent, and customer experience and provides a practical way to measure the performance of a human + AI operating model.
 
Action Items:

• Identify and prioritize the correct, high-impact AI use cases for the contact center
• Define new ROI and VOI metrics to capture efficiency, complexity, cost avoidance, and service quality
• Establish guardrails and operational measures to integrate AI while maintaining CX service levels

Rockstar Insight:

Pamela Fusting
Director of Operations, Customer Experience
State of Tennessee Department of Human Services
 
Why You Should Listen to Pamela:
With more than 20 years of leadership in contact center and customer experience operations across private, nonprofit, and public sector organizations, Pamela brings a broad and practical perspective to service delivery transformation and AI enablement. She oversees Tennessee’s One DHS Contact Center and collaborates with internal and external partners across 18 distinct program areas to deliver a seamless, omnichannel, customer experience.

Abstract:
Collecting customer feedback is easy—turning it into actual, cross-functional business transformation is where the real challenge lies. Too often, rich customer insights remain trapped within the contact center, acting as a record of frustration rather than a catalyst for growth. Companies that fail to utilize AI for data aggregation and granular trend identification are missing critical opportunities.
 
In this interactive fireside chat, we’re cutting through the noise of traditional survey metrics to focus on real action. Join host Nancy-Ellen Martin and Michael Carlino for an intimate, candid conversation on how forward-thinking leaders break down enterprise silos, translate raw customer sentiment into strategic operational shifts, and secure executive buy-in for customer-centric change.
 
Action Items:

• Beyond the Metrics: How to move past surface-level CSAT and NPS scores. Use data and team structure to uncover actionable operational root causes and influence customer-centric change in your organization
• Bridging the Silos: Practical strategies for rallying Product, Operations, and Leadership around customer pain points
• Proving the ROI: How to build a bulletproof business case that connects Voice of Customer (VoC) initiatives to bottom-line revenue and retention
• Sustaining Momentum: Turning one-off operational fixes into a continuous feedback loop across the entire enterprise

 

Rockstar Insights:

Michael Carlino
Vice President Global Customer Care
reMarkable
 
Why You Should Listen to Michael:
With over three decades of experience, Michael is an innovative and strategic Customer Experience leader with deep organizational and operational experience building and transforming global customer facing teams in fast-paced environments. He has been a part of pioneering technology companies and has a proven track record of establishing and improving customer experiences, at scale, across both start-up/small and large cap companies alike supporting Enterprises, SMB, Service Provider, and Consumer customers. Always passionate about the customer experience and helping customers quickly realize value in the products and services they purchase.
 
Nancy-Ellen Martin
Director Customer Experiences, Operations Strategy
Zip Co
 
Why You Should Listen to Nancy:
Nancy-Ellen is a seasoned leader in customer experience, operations, and enterprise strategy with more than 30 years of experience helping organizations turn customer feedback into measurable business results. Her background spans retail, insurance, and technology, including 11 years at Amazon, where she led large-scale global operations, programs, and initiatives such as Amazon Prime Day. Known for her practical, data-driven approach to Voice of the Customer (VoC), Nancy-Ellen helps organizations embed customer centricity into enterprise strategy, break down silos, and drive lasting organizational change through operational excellence.

Abstract:
Great leaders don’t just respond—they reframe. Step back from the noise to see what’s next and redefine your role as a catalyst for customer-centric growth, influence, and enterprise value.
 
Action Items:

• Implement structured reflection time to step back, reset, and sharpen strategic focus
• Identify bold, customer-centric opportunities to align contact center impact with enterprise outcomes
• Develop a personal leadership roadmap, fueled by mentorship, to evolve from operator to transformative value creator

 

Capstone:

John McCahan
Chief Customer Experience Officer
Fellers
 
Why You Should Listen to John:
John is a Customer Experience and Service executive currently serving as CCXO at Fellers, where he is leading an end-to-end customer experience transformation. Most recently, he spearheaded the post-bankruptcy CX transformation of floral gifting company FTD, implementing AI across voice, digital, and agent channels. With leadership experience spanning automotive, banking, logistics, manufacturing, and retail, John has led customer service transformations for both public and private companies. A former U.S. Army Captain and paratrooper, he also serves on multiple CX and AI advisory boards and was recently named one of the “100 Leaders Transforming Customer Experience.”

Abstract:
While AI adoption has surged across contact centers, true operational differentiation lies in execution: moving beyond passive automation to deliberately architect human-in-the-loop models where agents actively steer, refine, and trust AI. This session reveals real-world lessons from rolling out real-time assist, automated post-call summarization, and email deflection to transform frontline advocates from tool users into empowered AI orchestrators.
 
Action Items:

• Reimagine the frontline advocate role around high-order judgment, emotional escalation, and scorecard self-governance rather than routine transactional execution
• Implement tiered human-in-the-loop (HITL) checkpoints across asynchronous and live channels to strictly separate deterministic compliance boundaries from generative reasoning
• Cultivate frontline trust by positioning AI tools (such as automated wrap-up notes and real-time guidance) as direct self-investments that eliminate administrative burden and unlock career mobility

Headliner:

Brandon Peterson
Senior Vice President, Client Experience and Operations
Achieve
 
Why You Should Listen to Brandon:
With more than two decades of experience in customer service leadership, Brandon is a strategic transformation executive focused on leading organizations through complex change, operational transformation, and technology adoption. He has a proven track record of designing and scaling high-performing contact centers, modernizing customer operations, and implementing emerging technologies, including AI, to drive sustainable business outcomes.

Abstract:
As agents and leaders face increasing disarray, we’ll explore practical strategies for building successful remote teams through structured coaching, transparent performance metrics, targeted upskilling, and leadership engagement that drive accountability, employee ownership, and stronger operational performance.
 
Action Items:

• Implement structured coaching and transparent KPI visibility
• Create targeted training tied to measurable performance outcomes
• Build accountability through leadership engagement and remote work standards

Rockstar Insight:

Christopher Trujillo
System Director of Workforce Management
Memorial Hermann Health System
 
Why You Should Listen to Christopher:
Chris is a workforce management leader with more than 20 years of contact center expertise, recognized for building high-performing teams, optimizing operational efficiency, leading large-scale virtual agent transitions, and delivering millions in annual cost savings. A finalist for the 2024 Society of Workforce Planning Professionals Person of the Year award, he combines data-driven strategy, collaborative leadership, and dynamic execution to consistently deliver measurable results and lasting impact.

Abstract:
Hybrid isn’t just remote versus onsite—it’s onsite, remote, nearshore, and offshore teams across countries and time zones operating as one. Most contact centers lose visibility, consistency, and culture across these lines. This session shows how to design—not improvise—an inclusive hybrid model that delivers consistent outcomes across all locations and work arrangements.
 
Action Items:

• Implement visibility and recognition systems that give onsite, remote, nearshore, and offshore agents equal access to coaching, information, and advancement
• Evaluate blended versus separated team models across geographies by piloting both and measuring parity in quality, engagement, and retention before you standardize
• Empower supervisors with a cross-environment leadership toolkit—structured check-ins, asynchronous coaching cadences, and shared scorecards—so consistency holds across every site and time zone

Rockstar Insight:

Rasheeda James
Vice President of Client Services
Americor
 
Why You Should Listen to Rasheeda:
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.

Abstract:
Trust is earned through every customer interaction. This session explores how best-in-class customer experience strengthens brand reputation, deepens loyalty, and drives business outcomes.
 
Action Items:

• Implement customer-centric service standards
• Integrate customer feedback into decision-making
• Encourage investment in CS & CX

 

Rockstar Insight:

Anthony Diorio
Head, Vaccines Delivery Operations
Sanofi
 
Why You Should Listen to Anthony:
Anthony brings more than 25 years of customer-facing experience across U.S. and international roles within global biopharmaceutical and oncology organizations. He has successfully scaled customer service operations across more than 30 markets, including the United States, China, Japan, and Germany, giving him a unique perspective on delivering exceptional customer experiences at scale.
 

Abstract:
Join our panelists as they help participants connect the dots between the event’s key themes, emerging trends, and leadership lessons. Through an interactive discussion, panelists will share their most impactful takeaways while encouraging attendees to reflect on their own insights, identify the opportunities most relevant to their organizations, and define practical actions they can implement immediately to drive meaningful results.

 

Moderator:

Nate Brown
Founder and Executive Director
CX Accelerator
 
Why You Should Listen to Nate:
Nate helps Customer Experience leaders better understand and serve their customers. Known for his innovative perspective and contagious energy, Nate has worked across the CX ecosystem as a practitioner, consultant, and analyst. His experience includes building contact centers from the ground up, leading complex CX functions, and helping organizations create stronger employee-customer connections. Named by Kustomer as “the most impactful influencer in the CX landscape for 2023,” Nate also serves as Executive Director of CX Accelerator, a global community supporting CX professionals. When not “CX’ing”, he is a competitive disc golfer, certified pickleball instructor, husband and 2X girl dad.
 

Panelists Include:

Chad Anderson
Head of Customer Care and Roadside Operations
Mercedes-Benz USA
 
Why You Should Listen to Chad:
Chad is a customer experience leader, speaker, and consultant known for driving high-performing, AI-enhanced contact center operations and industry-leading CSAT results. With experience leading globally recognized customer care teams at Mercedes-Benz and speaking on the future of AI in CX, Chad brings a practical, people-centered perspective on transforming customer experience through strategy, culture, and innovation.
 
Andrew Feil
Customer Business Lead
Mondelēz International
 
Why You Should Listen to Andrew:
Andrew brings nearly two decades of experience across retail sales, supply chain, and customer business leadership at Mondelēz International. He specializes in driving category growth with strategic retail partners by combining data-driven insights, operational excellence, and collaborative customer planning to deliver sustainable business results.
 
Lora Ross Lawson
Vice President, Contact Centers
Careington International Corporation
 
Why You Should Listen to Lora:
A 20+ year veteran in CX and contact center leadership, leading teams of 1,000 +. As VP of contact centers, Lora brings strategic vision, operational prowess, and a passion for innovation, delivering tangible results for all Careington brands, serving more than fifty million members and clients.
 
Andrew Wilson
Managing Director, Client Operations
Weitz & Luxenberg
 
Why You Should Listen to Andrew:
Andrew oversees high-volume client operations and leads strategies to improve service, efficiency, and team performance. Known for transforming frontline operations through culture, accountability, and process discipline, he brings a grounded, real-world perspective on the future of customer experience.