Visionary Headliners, Rockstars
and Fab Facilitators

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.

Described as a fixer in the customer experience and customer contact space, Natalie has run top tier, large scale operations driving transformation and change, leading strategy, while conquering operational and service excellence across the Globe. She is known to build new business, increase revenue and turn around performance, while at the same time reenergizing and invigorating businesses and leaders. Natalie has done this in the telecommunications/mobile, Home Services, Hospitality and Fintech/Financial services industries.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.