Visionary Headliners, Rockstars
and Fab Facilitators

Sean, a CX leader for 20+ years at great companies like Charles Schwab and T-Mobile, has been at the forefront of transforming the customer experience in Financial Services and Telecommunications. He has created advanced CX programs leveraging text analytics, operational metrics, journey analytics and survey programs, with artificial intelligence creating exponential value. Sean has run CX programs from roles in customer service, marketing, product and pricing and technology, and is able to work across organizations to ensure all business units are aligned and engaged.

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.

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.

Laura has been leading Customer Service efforts for over 2 decades. She’s been hands on as the functionality has evolved from service delivery 100% via telephone to expansive digital service channels. Laura will guide you through the hows and whys of giving your customer what they are demanding….. digital experience.

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.

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.

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.

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.