Visionary Headliners, Rockstars
and Fab Facilitators

​Powerhouse keynoter, Rutgers Business School Instructor, and Corporate Trainer Christina “CK” Kerley has guided scores of Fortune 500s—and thousands of executives—through 25 years of digital disruptions, revolutions, and reinventions. She’s currently focused on: AI, The Tech Megatrends, and whatever’s coming next. More info at: https://allthingsCK.com

John joined FTD in 2019 and was brought in to lead service transformation post-bankruptcy. He brings a broad range of customer centric Contact Center and CX strategic leadership, attained in various industries including; banking, logistics, manufacturing, business services, and retail. He has led customer service transformations for both public and privately held companies. Prior to FTD, John held leadership positions at Avon, Milacron, Fifth Third Bank, Target, and Equifax. John was a paratrooper and served 8 years in the US Army as a Captain on humanitarian and combat missions. Recently, he was named to the “100 Leaders Transforming Customer Experience”.

With over 28 years of experience, Melissa has built her career in marketing and customer experience, specializing in performance measurement, voice of the customer programs, change management, and the standardization of best practices. She is adept at identifying and translating customer intelligence into business improvements that have driven brand loyalty, customer retention, and double-digit profitability.

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.

Phil has over two decades of experience in the call center, building two centers and modernizing another. As a passionate advocate for using technology to improve the customer experience, he has faced legacy roadblocks in all of these operations, and has had to learn to deal with them in many ways.

Tashonda has over 25 years of experience and a deep knowledge of utility processes and how they impact the customer. She manages a group of approximately 150 employees in multiple facets including Operations, Training, Quality Assurance, Supervision and Customer Service. Her team handles over a million customer phone calls and more than 100,000 customer emails a year. Tashonda has also implemented numerous technological and procedural changes to keep abreast within the industry and exceed customers’ needs and expectations.

Michael “Coop” Cooper is passionate about the people side of change. He recognizes changing minds can be difficult but knows often it’s much easier and simpler than we might think. He empowers leaders at companies around the world to understand and appreciate the underlying NeuroEfficiencies that people have, to speak directly in terms of what is important to them and successfully sell their ideas and strategies.

Lucie is a global content leader with senior roles at top tech brands including Amazon, eBay, and PayPal during periods of rapid growth. Her expertise spans content strategy, experience design, and commercial product ownership across e-commerce and financial services. Currently a Senior Director in PayPal’s Experience Design team, Lucie leads AI transformation and oversees experience architecture for the merchant design team. Lucie brings deep strategic, operational, and cross-industry experience to her work in driving impactful digital experiences.

For over 20 years, Danny has collaborated with a diverse range of clients, including niche tech startups, Ivy League universities, and global conglomerates. He has transformed client relationships and improved organizational outcomes through a unique blend of advocacy, strategic thinking, team building, and personal connection. His leadership approach has directly driven key performance metrics, including Net Promoter Score (NPS), client retention, and revenue growth.

With a diverse background spanning technology, healthcare, and innovation consulting, Beth brings a unique, cross-industry perspective to solving operational and leadership challenges. As Executive Vice President of Operational Excellence at PatientPoint, she focuses on developing leaders and building scalable strategies that drive business growth. Beth is passionate about turning complexity into clarity—and helping others do the same.

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, its thirty-two million members and clients.

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.

Laura brings over 20 years of experience in the Customer Contact Center industry to her role. Within the six years at the organization Laura has been dedicated to enhancing the customer experience. Her passion for the field drives her to seek out innovative strategies to engage and grow both internal and external customers.

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.

With a career spanning over two decades in the BPO industry, Matthew brings a wealth of experience and insight to the forefront of customer experience innovation. Matthew is responsible for driving strategy, streamlining operations, and maximizing performance in global HR processes, compliance, and workforce management. His expertise lies in transforming traditional customer service models into dynamic, AI-driven experiences. Matthew has a proven track record of providing invaluable insights and actionable strategies to elevate customer experience to unprecedented levels.

Art has held leadership positions with global firms and their call/BPO centers worldwide for the past thirty-five years. Currently, he is the president and CEO of a company he founded. Art has worked for 20+ years developing and marketing tools that blend human intelligence and automation to improve call center phone interactions.

Abhinandan is a visionary leader with extensive expertise in leveraging technology disruption, including AI/Gen AI, automation, cloud computing and analytics, across diverse industries. His profound experience in driving digital solutions and revenue growth, coupled with his active engagement in community initiatives and thought leadership, positions him as a compelling voice on customer experience and contact center management.

Jaclyn is a CX leader specializing in onboarding, digital adoption, and change management strategies within Contact Centers. Passionate about employee empowerment and driving sustainable results, her expertise lies in identifying potential roadblocks, managing stakeholders, and implementing effective communication plans to drive successful software implementations.

Lisa holds a Ph.D. in Computer Science and spent more than 20 years in Natural Language Processing research, during which she published and presented in multiple International journals, workshops, and conferences on the topics of NLP and user modeling. She now is an established thought leader and public speaker on the application of conversational AI toward creating excellent customer experiences.

Samantha, the bridge between tech and business teams, is a passionate CX and KM strategist. Her mantra is you can’t throw technology at a business problem and hope it sticks; focusing instead on human-centered design and curating memorable moments for customers through every interaction they have with a business.

With over 15 years of diverse experience, Juanita has successfully led key initiatives, including establishing offshore centers in India and Guatemala, launching innovative solutions, and crafting go-to-market strategies. Juanita is dedicated to helping enterprises navigate advanced technologies while empowering employees to drive meaningful change within their organizations.

David brings over two decades of expertise in global, remote CX outsourcing and technologies. His deep knowledge in predictive workforce planning and flexible service models has helped numerous organizations boost productivity and reduce carry costs, making him a trusted leader in optimizing remote operations.