Visionary Headliners, Rockstars
and Fab Facilitators

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.

As Head of Contact Center Technology at IHG, Mary has championed innovation, inclusion, and performance on a global scale. Her journey to leading transformative CX programs across multiple industries offers insight into how women can lead with influence and impact in technology-driven customer experience roles.

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.

With extensive experience in both the public and private sectors, Natasha brings a strong track record in setting strategic priorities, driving process innovation, and improving service delivery. She leverages data and analytics to identify challenges, design solutions, and lead teams to deliver equitable, measurable improvements in customer and employee experiences. Natasha’s background in journalism, communications, technology, and customer service gives her a unique cross-functional perspective. She combines voice of the customer insights with operational understanding and clear communication to lead impactful, future-focused initiatives.

A people-focused and results-driven leader in Customer Experience (CX), Operations and Supply Chain, with over 20 years of leadership experience. Lee has developed and led successful, award winning global CX programs and strategies for Fortune 500 companies, leveraging a passion for people, practicality, data science and innovation to drive truly best-in-class performance and customer experiences. A US Army officer combat Veteran, Lee is driven by the desire to make a meaningful impact through purposeful leadership and transformative ideas.

Jim has over 20 years of experience building and leading diverse and complex Customer Experience, Mobility, Marketing and Digital Strategies for some of the best performing companies in the world.  At Selective Insurance, Jim drives the strategic vision for Selective’s CX strategy, and with his team, delivers unique omni-channel experience and best-in-class self-service and mobile offerings to Selective customers, agents and employees. Previously at UnitedHealth Group and AIG, Jim and his teams were responsible for driving strategic implementation of cutting edge products and solutions that drive both enterprise wide delivery and promote innovation.

With 30 Years of Leadership in Customer Service, in the Insurance, Tech, and Retail industries, Nancy-Ellen has a track record of driving exceptional customer experiences across both the tech and retail sectors. Throughout her career, she has demonstrated a unique ability to blend operational excellence with a deep commitment to culture-building and customer satisfaction.

A customer service leader with 25 years of experience, Aaron drives AI-enabled healthcare operations that elevate the patient experience while reducing costs. As EVP of Customer Operations at Connect America and GM at 100Plus, he led initiatives that cut 2024 OPEX by 10% through strategic use of AI and offshore resources.

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.

Heidi is a seasoned sales leader with over 20 years of experience, known for her expertise in process improvement and call center implementation. She has a proven track record in reducing member churn, implementing AI to enhance customer interactions, and driving significant growth.

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.

Pat is a customer experience strategist with over eight years of leadership spanning customer engagement, communication technology, and service transformation. He has helped shape go-to-market strategy and product positioning for cloud-based customer interaction platforms used by thousands of businesses. Pat brings a holistic understanding of the challenges CX leaders face along with a sharp eye for aligning people, process, and technology to deliver simpler, smarter experiences.

With over two decades of experience at the cutting edge of NLP and AI, Rebecca has led transformative AI initiatives for leading global brands. Her deep understanding of both technical innovation and real-world CX challenges ensures her insights help upskill teams, improve efficiency, and deliver smarter, faster service to our clients.

With over two decades of experience in the BPO industry, Jon has developed a keen understanding of both the buyer’s and seller’s perspectives. In his recent article Tier 3 is the New Tier1: Reframing the Front Line, he notes, “Upskilling is a business-critical priority for both agents and leadership, directly impacting how your brand is perceived. The way your agents adapt and perform will be a clear reflection of your brand.”

With three decades of technology business experience, Dan has built successful software businesses in customer experience, human capital, cloud, cybersecurity and AI markets. His ability to simplify the complex enabled him to scale billion-dollar businesses at four start-ups as well as Microsoft and Amazon.

With over 20 years of experience in talent acquisition and human resources, Stephanie brings a wealth of expertise in full-cycle recruitment, workforce development, and retention strategies. Her background spans corporate, retail, and staffing environments, where she led high-performing teams, implemented process improvements, and championed inclusive hiring practices. She is passionate about rethinking recruitment to meet the evolving expectations of today’s workforce and the strategic needs of modern organizations.