Visionary Headliners, Rockstars
and Fab Facilitators

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Headliners

Robert Globocki

Robert Globocki

Vice President of Customer Experience and
Billing Operation
Hydro One

​An inspirational and transformative leader, Rob has over 25 years in the customer experience and utilities space. He is the Vice President of Customer Experience and Billing Operation at Hydro One, the electricity delivery company for the province of Ontario, Canada. Rob’s passion for people and his award-winning best-in-class achievements are the fuel he uses to continuously ignite passion and innovation into the future of the business and the customer experience.

Christina Kerley

CK Kerley

Keynoter, Futurist & Instructor – Rutgers Business School
allthingsCK

​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 Future Web, and Immersive Media. More info at: https://allthingsCK.com

David Weisman

David Weisman, Ph.D., CPXP, FPCC

Chief Experience Officer
NYC Health + Hospitals / Queens

David has spent the majority of his 20-year career in customer/care experience. He has a unique set of skills that have allowed him to create a culture of empathy focused on customer experience and exceed the expectations of all his customers, including patients and their loved ones, employees, and the community.

Rockstar Insights

Chad Anderson

Chad Anderson

Vendor Manager of Customer Care Operations
Mercedes-Benz USA

Chad has over 25 years of experience in the contact center industry, excelling in developing and managing high-performing teams. His deep knowledge of efficient customer service strategies and innovative technologies has consistently increased customer satisfaction and operational efficiency. Chad’s dedication to continuous improvement and exceptional results makes him a trusted expert in contact center management.

Tashonda Betts

Tashonda Betts

Customer Contact Center Manager
Tucson Electric Power

Tashonda is an accomplished subject matter expert in the Utility Industry. She has over 25 years of experience and a deep knowledge of utility processes and how they impact the customer. Tashonda manages a group of approximately 150 employees in multiple facets including Operations, Training, Quality Assurance, Supervision and Customer Service. Her team of employees handle over a million customer phone calls and more than 100,000 customer emails a year. Tashonda maximizes her team’s results through the practices of Shared Leadership, Solution Based Thinking and Pro-achievement. She has also implemented numerous technological and procedural changes to keep abreast within the industry and exceed customers’ needs and expectations.

Mairead Blue, JD

Mairead Blue, JD

Director of Global Services
Thrasio

Mairead is a dynamic leader currently serving as the Director of Global Services at Thrasio, where she has masterfully established a qualitative and fiscally measurable operating model for its contact center. Her strategy has driven top-notch customer experiences, enhanced employee development, and championed innovative initiatives. Mairead’s ability to manage diverse teams and pilot beta projects underscores her commitment to success.

Nate Brown

Nate Brown

Co-Founder
CX Accelerator

Nate Brown is a perpetual student of the world’s greatest experiences and the people who create them. Having spent the first decade of this career managing a complex technical support environment for Occupational Health and eLearning software, Nate transitioned to Customer Experience in 2015. After authoring The CX Primer, Brown was dubbed the “CX Influencer of the Year” by CloudCherry in 2019, and a top global CX thought leader, Exceeders, Netomi, Martech and many more. As a passion project, Nate created CX Accelerator, a first-class virtual community for Customer Experience professionals.

Justin Browning

Justin Browning

Managing Vice President of Operations
PSCU
Customer Engagement Leadership Council Member

Justin is the Managing Vice President for PSCU Contact Center, overseeing the operations. He has over 25 years in the financial contact center space, including the management of remote employees. He holds an MBA from Columbia Southern University.

Scott Campbell

Scott Campbell

Senior Vice President, Chief Client Experience and Corporate Communications Officer
American National
Customer Engagement Leadership Council Member

Makarand Deshmukh

Makarand Deshmukh

Vice President, Customer Experience Strategy
Altice USA

Makarand has led CX, Strategy, Operations, Analytics, Ecommerce and Merchandising, teams across Sears, Comcast and currently at Altice USA. He has extensive experience in developing end-to-end customer experience strategies, measuring and analyzing customer feedback, deploying operational solutions driving CX improvements, driving digital adoption and self-service, deploying large-scale technology solutions to eliminate CX friction points, and inculcating a Customer-First Culture across large organizations. In his current role, he is driving CX transformation for the Optimum brand and has overall responsibility for developing and executing CX and customer retention strategy across all lines of business.

Alexia Downs

Alexia Downs

Head of Operations and Customer Service
Ahara Corporation

Alexia has founded multiple customer care organizations in the highly regulated digital healthcare space and successfully taken them to scale at Silicon Valley speed. With a background in biomedical engineering and a decade of experience working for hyper-growth startups, she spent most of her career at GoodRx and is currently leading customer service and operations at Ahara Corporation.

Robert-Gofourth

Robert Gofourth

Staff Vice President of Business Process Services
Centene Corporation
Customer Engagement Leadership Council Member

Robert has more than 30 years of operations, customer experience and risk management across a variety of industries including insurance, mortgage banking, government enterprise, and outsourcing. He is also the best-selling author of Hack the Corporate Ladder: Move Your Career to the Next Level.

Angela Kenner

Director of Customer Success and Service
Fullsight

Angela is a multi-organizational leader in Customer Success and Service with a core focus on defining, delivering, and measuring value through digital products and experiences within the aerospace, defense, and ground vehicle mobility industry. Having built a Customer Success department from scratch, she brings expertise on how to scale your customer experience initiatives, with attention to key performance indicators at each milestone of the customer journey flywheel.

Michael King

Program Director
HealthWell Foundation

Having 10 years of experience in nonprofit, customer service, and contact center environments, Michael is a passionate advocate for providing exceptional customer and employee experiences. With a proven record of success, he uses his experience and skillset to create compassionate, compliant, and complete experiences through an organizations’ people, processes, and technology. Michael currently serves as the Program Director for the HealthWell Foundation’s contact center.

Terrie Lawson

Customer Care Manager
Watkins Wellness
Customer Engagement Leadership Council Member

Terrie has spent the majority of her 20+ year career in customer care with perspectives from both telco and manufacturing industries. Her passion and focus have been not only on VOC but voice of employees, focusing on creating systems and processes to improve both CX and Agent experience.

Mark Levy

Vice President, Customer Experience
Frontier Communications

Mark, a seasoned former Fortune 50 executive, and CX authority, harnesses over 25 years of experience to lead Digital Transformation and Customer Experience initiatives. Mark, a consultant, author, and coach, ardently guides professionals toward achieving extraordinary digital customer experiences and personal growth.

Christopher Lobley

Christopher Lobley

Vice President, Bangor Support Manager
Bangor Savings Bank

John Marcinkowski

John Marcinkowski

Senior Manager, Digital Sales and Service
Sleep Number Corporation

Throughout his 20+ year career, John has worked for some of the most iconic luxury brands, leading teams of sales professionals and driving business growth and profitability. His ability to identify market trends and consumer needs has resulted in the successful launch of new businesses and the revitalization of established brands, resulting in increased sales, market share and brand recognition. John currently leads the Digital Assisted Retail sales and service teams for Sleep Number Corp.

Sabrina Meditz

Sabrina ‘Sabs’ Meditz

Senior Director of Product Management –
Off Console Experiences
PlayStation

Sabs is an accomplished senior product leader with 20+ years of global experience leading high-performing teams in developing innovative products and services for millions of gamers. She excels in crafting exceptional customer and developer experiences across AAA titles and gaming platforms. Committed to mentorship, Sabs fuels professional growth through her podcast and newsletter, Reasoned.

Britt Mott

Britt Mott

Head of Customer Product Operations:
Airports, Regulatory & Driver
Lyft

Britt has been passionate about the Lyft driver experience for almost a decade. Through her work she has ensured that drivers are top of mind for Lyft & continuously engages with core customers. Britt proposed & created the Driver Success Operations group within the Driver Team. Over the past 3+ years, this team has grown into a full functioning Driver Product Operations group, supporting top initiatives & programs that impact drivers & Lyft. Britt lives in Denver, Colorado with her husband Dan, 2 year old daughter, Emersyn and a feisty 10 year old Chihuahua, Summit.

Mandy Muller

Mandy Muller

Senior Director of Guest Experience and Business Integration
Zaxby’s

Mandy is a guest experience expert, well known in the food & retail industry for her creativity in transforming the guest experience mindset from top leadership to team members on the front line. She’s currently leading guest experience and business integrations at Zaxby’s Franchising, focused on innovative ways to drive a best-in-class restaurant experience while creating a unique, fun and open communication channel for their guests.

Ben Narramore

Ben Narramore

Director of Operations/Service Management
PlayStation

Jason Mercer-Pottinger

Jason Mercer-Pottinger

RTS Operations Director US Region
Baxter Healthcare Corporation
Customer Engagement Leadership Council Member

JMP is an internationally recognized customer contact center expert, specializing in healthcare and direct to patient services. He has had a career-long success leading CX and Contact Center operations within Fortune 500 healthcare Enterprises with the last 16 years at Baxter Inc. JMP is also a blogger, podcaster, and frequent event speaker as well as panel participant at events globally. His refreshing no-nonsense approach to CX makes him an influencer that folks want to listen to!

Kiana Phi

Kiana Phi

Director – Consumer Service
adidas

Kiana has over 25 years of leading consumer brand loyalty across diverse industries and organizations that include Netflix, Quest Nutrition and adidas. Digitally transforming customer support with genuine engagement is her Why, and she passionately believes that a company’s key to success is the frontline agent.

Jim Porter

Jim Porter

Customer Engagement Support Operations Manager
Primerica

Jim has 35 years in Information Technology and Services and Support Management in the Manufacturing, Distribution, and Financial Services sectors, the last 17 of which have been spent with Primerica Inc, where he has spent the most recent 10 years managing a Technical Support Organization. Jim is currently leading the implementation of a new Knowledge Management practice in Primerica’s Life Operations organization.

Andrea Rivera

Andrea Rivera

Construction Customer Care Director
Toll Brothers

Drawing from over two decades of personal experience in various agent and leadership roles, Andrea is highly skilled at creating breakthrough processes, procedures, and customer success models that deliver triple-win outcomes (customers, sales reps, service reps) and transform passive customers into loyal brand advocates.

Thomas Rocharz

Thomas Rocharz

Director of Contact Centers
Cape Air

After nearly 10 years in airline flight operations leadership, made the leap to Cape Air’s customer-facing Contact Center. By implementing low/no-cost management practices and investing in technology to improve both customer and agent experience, Tom has ushered in a changed division at the airline; drastically lower attrition, reduced operating budgets, and an overall improved customer service experience from the Contact Center.

Shuvankar Roy

Shuvankar Roy

Executive Vice President, Chief Customer Experience Officer
Altice USA

Shuvankar has led business transformation across global organizations for more than 25 years. He is recognized for building high-performance global cross-functional teams by recruiting, mentoring and
motivating teams to navigate organizational dynamics to achieve the end goal. In his role as Chief Customer Experience Offer at Altice, Shuvankar is responsible for enhancing the Altice USA customer journey, with a focus on implementing a modern and consistent service and support experience to better serve the company’s five million customers.

Cippy Seidler

Cippy Seidler

Director, Consumer Care Center
Banner Health

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.

Rohan Sharma

Rohan Sharma

Head, Global Agile Programs
Thermofisher Scientific

Rohan is a seasoned executive with a deep industry network & demonstrated history of creating impact as a leader at APPLE, DISNEY. DirecTV, HONDA & Thermofisher Scientific. He is an author, frequent keynote speaker & expert panel at business events & conferences, is an angel investor & advised a number of startups on their growth & monetization strategy.

Alpa Shah

Alpa Shah

Global Vice President – CX Practice
Frost & Sullivan
Customer Engagement Leadership Council Member

Alpa has vast professional and volunteer experience around business and strategy planning, product and vertical market analysis, growth consulting, event planning and execution, sales and marketing, writing growth opportunity insights, and most importantly, creating and inspiring teams to be best in class. Her current area of focus is on CX; she has also worked on projects covering technologies such as UC and mobile and wireless.

Ryan Smith

Ryan Smith

Senior Director – Customer Care Strategy & Operations
GoDaddy

Ryan is an experienced leader in contact center operations with a specialization in contact strategy applications using AI, machine learning and heuristics. His unique background bridges gaps commonly found between product, technology, and customer care teams.

Arretta Stivers

Arretta Stivers

Director of Consumer Experience
Realtor.com

Arretta is a seasoned contact center expert with 20+ years in the industry. A results-focused operations executive, Arretta has led transformative initiatives, driving revenue growth and operational excellence across diverse industries. Her career is marked by strategic prowess, leadership acumen, and prowess in designing organizational architecture.

Joe Villareal

Joe Villareal

Assistant Director
Los Angeles Department of Water and Power

Joe is an accomplished Utility Manager with a strong track record in the municipal sector. As the Assistant Director at the Los Angeles Department of Water and Power, he excels in meter-to-cash operations, including Branch and Field Operations, Clerical Operations, Employee Development, Training, and Safety. Joe’s expertise ensures efficient utility services for LA residents.

Fab Facilitators

Randy Arellano

Randy Arellano

Head of Sales & Marketing
DATAMARK

With more than 30 years’ experience in the contact center and BPO industry, Randy is known as an expert at solving complex business challenges for his clients He has created advanced CX solutions for many of the F100 brands in all industry verticals, beginning with in-depth business assessment to identify gaps and needs, followed by the application of advanced processes, technologies, and cutting edge thought leadership focused on the customer journey.

Max Black

Max Black

Vice President, Strategic Accounts
ASAPP

Part of the early team at IBM Watson and now leading Strategic Sales at ASAPP, Max has spent the past decade focused on bringing to bear the value of AI and machine learning technologies for large enterprises, particularly in the Customer Experience space. Despite his work, sometimes he, too, just wants to “talk to an agent”.

Bree Bowman

Bree Bowman

Senior Vice President, Emerging Markets
XSELL Technologies

With a wealth of experience across telecommunications and technology, Bree has spent her career bringing the best of new technology to solve old problems, transform businesses, and improve customer experience in the process. As a leader in Call Center Innovation & Automation, Bree was among the first to deploy conversational AI in the contact center environment and brings a deep understanding of the AI maturity model and the common pitfalls of these deployments.

Ginger Conlon

Ginger Conlon

Thought Leadership Director
Genesys

An award-winning editorial leader, Ginger is currently thought leadership director at Genesys, where she crafts research-led content on customer experience and co-hosts the “Tech Talks in 20” podcast and “CX Green Room” livestream show. Additionally, she serves on the Environmental Defense Fund’s Digital Advisory Council. In her prior roles as chief editor of Direct Marketing News, 1to1, and CRM magazines, she set the editorial vision and strategy, which led to increased readership, reader engagement, and revenue. Ginger, a founding board member of CXPA, was selected as the 2023 CXStars awards’ #1 CX industry influencer by CX Magazine.

Casey Denby

Casey Denby

Vice President of Sales
Zenarate

Casey is an experienced global leader of Operations & Training organizations with a rich background in contact center operational success. Casey has led multiple global Training organizations, including at Western Union and RE/MAX, overseeing training delivery, quality assurance, knowledge documentation, creative & interactive design and LMS.

Jade Giesen

Jade Giesen

Vice President, BPO and Client Success
Outsource Consultants

Jade has over 25 years of BPO industry experience, including 6 years overseeing call center vendor management for Best Buy enterprise customer care. She is an expert in facilitating partnerships between clients and outsource call centers to improve CX and maximize performance and ROI.

Kevin Hayden

Kevin Hayden

Vice President, Sales
Thrio

Cutting through the hype and delivering real, game changing technology fires Kevin up. After 25 years on the leading and bleeding edge of customer care technology, Kevin knows what works and what’s fluff. He thrives on demystifying complex business challenges and applying technology to drive better outcomes for consumers, agents, and enterprises as a whole.

Abhinandan Jain

Abhinandan Jain

Chief Growth Officer
Startek

Passionate about the role of technology in delivering world-class customer experiences (CX), Abhinandan has been at the cutting edge of digital CX design for more than 25 years. Having enabled hundreds of companies from telecom operators and best-loved retail brands to insurance and healthcare providers to unlock the potential of digital transformation, today Abhinandan is focused on the opportunity technology presents to improve the contact center agent experience to drive employee engagement and deliver a superior CX.

Ali Karim

Ali Karim

Director of Engineering
DATAMARK

Ali “Let’s automate that” Karim is a seasoned contact center professional with a deep passion for innovation and a keen understanding of cutting-edge technologies like Generative AI. With a diverse background as an aeronautical engineer, Apple Genius Bar employee, Lululemon ambassador, and barista, Ali brings a unique perspective to solving complex business challenges across different industries.

Scott Kolman

Scott Kolman

Chief Marketing Officer
Cresta

Scott is deeply involved in the contact center industry and has an extensive background in the SaaS and enterprise software. He is recognized for his expertise in cloud contact center, customer experience, and customer service.

Corey Kotlarz

Corey Kotlarz

Founder and President
Outsource Consultants

Corey has over 25 years of experience in the call center industry with a track record of leading companies and driving rapid growth. He is a global outsourcing expert, and specializes in regional market trends, cost reduction strategies, and elevating CX through tactical BPO partner selection.

Jaclyn Lo

Jaclyn Lo

Senior Customer Success Manager
ProcedureFlow

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.

Kathryn Marshall

Kathryn Marshall

Chief Commercial Officer
Acquire BPO

As Acquire BPO’s Chief Commercial Officer, Kathryn exemplifies strategic leadership with a steadfast commitment to customer-centricity. Skillfully navigating customer relationships and leading client services project management, she is driven by a passion for delivering optimal outcomes for clients. With firsthand knowledge of the importance of unified front-line and back-office operations, Kathryn knows this approach is key to boosting efficiency, enhancing customer experience, and driving sustained growth.

Samantha Middlebrook

Samantha Middlebrook

Senior Director Product Marketing & Management
Upland Software

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.

Peter Mullen

Peter Mullen

Chief Marketing Officer
Interactions

Peter brings more than two decades of marketing leadership to his role as Interactions’ Chief Marketing Officer. Previously, he was Senior Vice President of Marketing at Payactiv, where he led customer success marketing, lead-gen programming, customer acquisition, product marketing and more. Prior, he held prominent marketing and communications roles at VXI Global Solutions, Comcast, and Netflix.

Patrick Nicholson

Patrick Nicholson

Vice President, Business Development
Alta Resources

With 20+ years of experience in supporting contact center and inside sales operations, Pat focuses on leveraging his professional expertise to address and overcome business challenges. He is committed to partnering with organizations to identify and resolve pain points, utilizing a holistic approach that aligns people, process, and technology to deliver exceptional customer experiences.

Melissa Pollock

Melissa Pollock

Vice President of Client Success
AmplifAI

Melissa brings a unique perspective as a behaviorist, combining human development, psychology, leadership, and technology. With extensive experience in contact center consulting, training, quality, and transformational coaching, Melissa’s leadership and expertise make her a recognized thought leader in her field.

Devin Poole

Devin Poole

Senior Product Marketing Manager
Coveo

Devin has been researching and advising executives on customer service and customer experience strategies for the past 15 years as an Analyst at two leading research firms. He writes and speaks on topics such as digital customer service experience, service channel strategy, personalization, AI, the Effortless Experience, and the agent experience. Throughout his career, he has worked across the globe, advising companies from Fortune 50 to technology startups.

Brian Smith

Chris Rogers

Chief Revenue Officer
HGS

With over 20 years’ experience in the digital industry, Chris is driven by aligning all revenue-generating departments at HGS. Outside of the office, Chris enjoys time on the golf course with his two sons in warm weather, ice skating in colder weather, and fishing in any weather near his beloved lake property in Epsom, New Hampshire.

Brian Smith

Brian Smith

National Sales Executive
LiveVox

A master in leveraging technology for human-centric connections, Brian empowers leaders to excel. With remarkable stories of 500%+ productivity gains and revenue upsurge, he’s a risk mitigation champion.

Ian Tempro

Ian Tempro

Chief Operating Officer
IA Call Center

As an industry veteran with 20 years of experience in steering contact center operations, Ian’s leadership as COO of Insta Answer has been instrumental in incorporating service focused technology to drive improved customer engagement. He is committed to helping brands reach their CX goals and is recognized for his ability to build truly bespoke programs across diverse industries.

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