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Headliners

Senior Director, Customer Care, Hilton

ANNE BIBB

Session: Embracing the Workforce of the Future

Anne Bibb is currently the Senior Director for Hilton Reservations & Customer Care. .

Anne has over twenty years’ experience in customer service, demonstrating strength in building high performing teams to drive operational excellence and consistency. She relies on strong communication as the core of the business, strengthening client relationships, and driving results. Anne has held a variety of management roles including operations, client services, contract management, WFM, training and recruiting.

Anne was previously with Harvey Hotels, Wilson World Hotels, Holiday Inn Hotels, MCI/WorldCom, EDS, Alpine Access, Sykes and Sutherland.

A passionate advocate for remote work, employee engagement and leadership, she has been a speaker and featured attendee at webinars and conferences such as Remote Work Summit, University of Utah, AgileWorks, Running Remote, NASWA and more.

Anne is a member of the National Association for Professional Women and an Advisory Board Member of Intenth Management Group, as well as two youth advocacy groups. She also is a member of several leadership organizations and takes every opportunity to mentor up-and-coming management talent.

Anne lives in Texas with her husband, adult high-functioning autistic daughter, several seriously spoiled dogs and always keeps a room for her active duty Marine son when he comes home.

Senior Vice President, Customer Experience, Root

GARY MAGENTA

Session: Leadership for the Digital Future
Session: Gaining Top Down Support for the Digital Future of Customer Care

Gary Magenta is passionate about helping leaders and organizations change their business, transform how they engage their people, and deliver exceptional results.

He is the Chief Change Architect of Root Inc., a consulting company that helps the world’s most influential organizations master disruption, activate change, and realize positive results. During his 18 years at Root, Gary has partnered with CEOs and executive teams at Fortune 500 and Global 2000 organizations throughout North America and Europe, bringing a holistic view of their businesses, their people, and the customers they serve.

With more than 30 years of business experience, Gary brings a realistic outlook, a focus on results, and a sense of humor that puts things into perspective.

Gary is the author of 720 Haircuts — Creating Customer Loyalty that Lasts a Lifetime and The Un-Bossy Boss, as well as the host of the talk show series, The Pot Stirrer. He is a highly sought after international speaker that has been recognized with a Stevie American Business Award for Executive of the Year.

He lives in Chicago, Illinois, and Fort Myers Beach, Florida, with his wife and has two grown sons. Gary is a Google fanatic and an unapologetic reality show junkie.

Senior Vice President, Head of Global Operations Altisource

Kandy White

Rockstar Insights

Vice President, User Experience, Cox Communications

TS BALAJI

Session: Socializing CX Across the Organization

Bio is forthcoming.

Director, Customer Service, Clark Pest Control

MATT BECKWITH

Session: Socializing CX Across the Organization

What inspires you?
Positively impacting others.

Matt Beckwith is proud to be a Contact Center Geek. Since putting on the headset for the first time as a directory assistance operator nearly 25 years ago, he has spent his career leading customer service and sales call centers in many different industries.

His passion for customer experience, technology, leadership, and professional development has led him to his current role leading customer contact operations for Clark Pest Control, one of the largest and most successful pest control companies in the US, headquartered in Lodi, California. In 2018, Matt was named an ICMI top 50 Thought Leader and featured contributor, and served as a judge for the ICMI Global Contact Center Awards. Matt also serves as a steering committee member for the Northern California Contact Center Association. Matt lives in Stockton, California with his lovely wife and two dogs. They have two adult daughters and two adorable grandchildren.

Executive Director, Product, Quicken Loans

JARED BENESH

Session: Meeting the Unique Challenges of the Enterprise Contact Center

Jared Benesh is an executive leader with over 20 years of progressive, multi-disciplinary experience in Telecommunications, Insurance, Healthcare and Financial industries on a global scale where I have held various leadership, technical, sales and strategic positions.

In his current role, Jared leads the strategy and transformation for all communications technology platforms, analytics and data intelligence strategic planning and direction for how clients and team members communicate with clients across all of the Rock Holdings portfolio of companies.

Jared’s passion for Customer Experience, technology and analytics is unparalleled and evident in his constant curiosity to make things better for the Customers of the companies he works with.

Head of Customer Experience, UL EHS Sustainability

NATE BROWN

Session: Building Out Your Tool Set
Session: Socializing CX Across the Organization

Nate is the Co-founder of CX Accelerator. While Customer Service is his primary expertise, Nate is able to leverage experience in professional services, marketing, and sales to connect dots and solve the big problems.

From authoring and leading a Customer Experience program, to journey mapping, to managing a complex contact center, Nate is always learning new things and sharing with the CX community. Follow him on twitter using @CustomerIsFirst.

Senior Consultant, Customer Experience, Nationwide

TEDDI BURRESS

Session: Socializing CX Across the Organization

What inspires you? Empathy, Action, Purpose, Resilience, and Vision

With strategic vision, Teddi Burress connects the experience customers expect with the business results and efficiency organizations demand. Teddi is a Senior Consultant at Nationwide Financial within the Internal Sales and Service organization – an organization of over 700 associates who provide solutions and consultative support to members and advisors. Teddi joined Nationwide in July of 2018 bringing over 20 years of experience in the Insurance and Financial Services industry.

Teddi is responsible for developing and driving the Effortless Experience Strategy, focusing on realizing improved and simplified experiences for the customer, and efficiency for an organization that handles over three million calls and one million emails each year. Teddi works with cross-functional teams to drive results. She understands that the experience is just as important as the product – especially when the product is helping customers prepare for and live in retirement or leaving a legacy behind.

Teddi is focused on delivering high quality interactions when members need to call, offering more self-service capabilities so members have more servicing options and providing hassle free, simple ways to do business with us. Her work and passion have already honored her with an executive leadership award in Q1 2019.

Teddi is a graduate of the University of Illinois – Champaign Urbana, with a bachelor’s degree in Economics and a Master of Business Administration in Finance.

Vice President, Customer Experience & Technical Operations, Geotab

DEREK CARDER

INSIGHTS AND IDEAS ROUNDUP – The Great Take-Away: Implementing the Best, Brightest and Boldest Ideas from the Program

Favorite Quote: Good, better, best. Never let it rest. ‘Til your good is better and your better is best. – St. Jerome

Professional Summary: Executive technical operations leader with over 10 years of experience in the creation of organization infrastructure that drives efficiency, security, and impeccable customer experience for internal and external users.

Talent for identifying weaknesses in current support and technology application suites and implementing sustainable solutions in the support of the organizational goals. Proven success in the consolidation of application platforms to reduce program redundancies, improve customer performance, create resiliency and to eliminate single points of failures. Track record of working with a coalition of resources to implement a more data secure and redundant infrastructure across expanding multi-datacenter environments. Known for global team-building, IT solutions development, and leading world-class teams to the delivery of organizational key performance indicators.Areas of expertise: Customer Contact Strategy & Operations, Customer Interaction and Customer Experience, Customer Contact Technology, Agent Engagement, Outsourcing,

Additional area expertise: Salesforce, Zendesk, JIRA, call center management, KCS certification.

Most recent customer contact/customer experience initiatives: Performance dashboard for new hires. Implementation of KCS across the organization.

Vice President, Customer Experience, Premera Blue Cross

STEVEN CARLETON

Session: The Fix on Making B2B CX Personal

What inspires you? Learning, problem-solving, socializing

Steven Carleton is Vice President of Customer Experience for Premera Blue Cross. Much of his career can be summed up as “making things work better.” He has been a leader in nearly every business function across a variety of industries. Prior to joining Premera in April 2019, Steven spent 15+ years in Silicon Valley building and leading teams at eBay, Apple, Genentech, and Sun Microsystems.

Carleton’s passion for creating meaningful and memorable experiences is equaled by his commitment to letting the data guide decision making. Finding the right story in a sea of information while honoring the human side of business have been key differentiators in his career. Striking this balance has allowed him to bridge the gap between technologists, sales, marketing, finance, and product teams to best serve customers.

Carleton is a graduate of the US Coast Guard Academy and Stanford University’s Graduate School of Business. Following his first shipboard assignment in Seattle, he spent the remainder of his Coast Guard career as a rescue helicopter pilot. He dreams of mastering the seaplane so he and his wife can explore the inside passage of Vancouver Island.

Senior Director, GMS Technology & Product, TechStyle

AARDE COSSEBOOM

Session: The Fix on Migrating to the Cloud

For the last decade, Aarde’s professional experience has been focused around Contact Center technology, servicing businesses and consumers through cloud-based SaaS products. He enjoys working with large Global Customer Service teams to increase and leverage the following areas of business; leadership, customer experience, customer success, operations, technology, customer service, recruiting, and people development. He has won multiple awards in the Cloud Technology field that include Best Use of Cloud Technology and Best Voice of the Customer Product.

Consumer Advocacy, Global Retail Division, North America Consumer, Blue Diamond

Lisa Diehl

Session: Transitioning from Chat Bot to Live Chat

What inspires you? Relationships and Travel are my passions.

Lisa Diehl heads Consumer Advocacy for Blue Diamond Growers in Sacramento, California.

Lisa oversees all aspects of the North America Retail Consumer Advocacy Division.  She currently manages four consumer facing agent teams; an in-house team in Sacramento, California; and three out-sourced teams located in Bogota, Colombia; Rothesay, New Brunswick, Canada; and New Providence, NJ.

Within Blue Diamond, Lisa is also a member of Blue Diamond’s Corporate Communications Council, along with being a lead member of Blue Diamond’s Crises Management Team.

Lisa has over 35 years of experience in Consumer Affairs and has held a variety of managerial positions. Originally from Chicago, Lisa relocated to California in 2016 to join the Blue Diamond Team.

Lisa is the current Board Chair of SOCAP, International, serving a two-year term.

Vice President, Operations, Purchasing Power

CHRIS GILLEN

Session: Integrating Conversational AI into the Call Center Environment

Bio is forthcoming.

GWFO Director and Ops Senior Function Group Manager, Citigroup

Kim Hall

Session: Employee Experience (EX) – Unlocking a Better Customer Experience

Bio is forthcoming.

Vice President, Operations, Allegiant Air

REGAN HECKETHORN

Session: Success Story: Hiring for Staying Power and Brand Fit
Regan Heckethorn has been a hands-on leader in the evolution of Customer Experience and Operations with over three decades of experience in the hospitality, medical, banking and airline industries. Most recently she was named VP of Operations for Allegiant Nonstop, a wholly owned family entertainment center line of business for Allegiant Travel.

Over the past four and a half years with Allegiant Travel, she successfully led the transformation from a simple call center model into a full service Customer Care Service Center which is a 24/7 one-stop shop housing phone, chat, social media service, baggage, World MasterCard member services and customer relations.

Throughout her career, Regan has held numerous operational management roles including Director of Hotel Operations, Director of Call Center Operations and Human Resources Manager.  After 23 years in the Hotel Hospitality space, she was a key contributor on the opening teams for five (5) mega resorts; Wynn, Encore, Encore-Macau, Cosmopolitan and SLS. As the Director of Hotel Operations for Wynn/Encore, Regan led the divisional efforts in the quest to successfully achieve the elusive Forbes Five Star rating accreditation in the first year of operation – and they did!

She is currently a founding member of the Customer Experience Leadership Team (CELT) for Allegiant where she will continue to cross-pollinate the service culture of the airline into the family entertainment sector. She leads with the philosophy that your culture is defined by your people and continues to coach and lead others that the value of the “heart” can make or break your business.

Residing for over 30+ years now in Las Vegas with her husband and recent empty-nester of 2 children, this is her fifth year in attendance for this conference where she previously has served as a Thought Leader and Advisory Board member.  She finds joy in sharing best practices by publicly speaking 2-3 times a year in various business forums and consortiums. Regan was honored and humbled as a recipient of the Most Valuable Thought Leader award by Frost & Sullivan in 2018.

Director, Customer Experience & Compliance, Pizza Hut

NIGEL HENRY

Session: Budget Optimization: Ideas for Driving Out Cost in the Contact Center

Bio is forthcoming.

Assistant Vice President, Customer Experience, Geotab

SYLVAIN JETTE

Session: The Fix on Revitalizing Surveys

Bio is forthcoming.

Director, Service Operations, Elevate

JOEL KELL

Session: Implementing the Best, Brightest and Boldest Ideas from the Program

For the last decade, Aarde’s professional experience has been focused around Contact Center technology, servicing businesses and consumers through cloud-based SaaS products. He enjoys working with large Global Customer Service teams to increase and leverage the following areas of business; leadership, customer experience, customer success, operations, technology, customer service, recruiting, and people development. He has won multiple awards in the Cloud Technology field that include Best Use of Cloud Technology and Best Voice of the Customer Product.

Director, Global Planning & Programs, Uber

KAL KUCHIMANCHI

Session: Continuous Improvement of the Customer Experience

Bio is forthcoming.

Chief Technology Officer, Cars.com

FRED LEE

Session: 3 Things I Hate About My CRM

Fred Lee Chief Technology Officer Fred Lee serves as chief technology officer for Cars.com. In this position, Fred manages the technical and data engineering teams and is responsible for the product, data, and operational platforms.

Prior to Cars.com, Lee was the Vice President of Digital Architecture at Grainger and Chief Technology Officer at Gamut, a fully-owned subsidiary of Grainger. Previously, Lee was the Chief Technology Officer at Belly, a six-year-old Chicago startup with top-tier investors, such as Andreessen Horowitz and Lightbank.

Before his time at Belly, Lee was the chief information officer and chief technology officer of Enova International, Inc. (NYSE: ENVA). During his time at Enova, he helped launch eight businesses in six different countries while managing a team of 250 engineers, five data centers, and multiple systems.

Fred served as the Director of Web Strategy at Vail Systems prior to joining Enova, where he was responsible for the creation and development of the company’s web-based services and products.

Lee received a bachelor’s degree in industrial engineering from Purdue University and a Juris Doctor from Loyola University Chicago School of Law.

Vice President, Customer Success, Forte Labs

JERRY LEISURE

Session: If I Only Knew Then What I Know Now
Session: Socializing CX Across the Organization

Bio is forthcoming.

Head of Customer Experience, Replacements

RAQUEL MACARTHY

Session: Implementing the Best, Brightest and Boldest Ideas from the Program

Favorite Quote: A day is not wasted if a memory is made.

Professional Summary: High energy leader with over twenty years in the Customer Service Industry. A progressive career within diverse business environments including Operations, Sales, Quality and Training. Broad based experience encompasses business restructuring, strategic planning, domestic and offshore vendor management including client management.

A highly developed sense of business acumen for excelling in planning, conceptualizing, problem-solving and tackling real challenges. People-oriented, success-driven team builder who believes in collaborative management and accountability. Specific areas of strength include: Budget Management – Tactical Implementation – Team Building – Strategic Planning – Process Improvement – Performance Management – Business Analysis – Cost Reductions – Project Execution Professional Experience Replacements, LTD, Manager, Customer Experience October 2017 – Present Greensboro, NC Percepta, LLC, Regional Manager, North America Quality June 2016 – October 2017 Melbourne, FL Optum Health, Sr. Director, Client Services and Operational Performance March 2012 – February 2016 Orlando, FL United Health Care, Sr. Director, Learning & Development, Quality Strategy December 2007 – October 2011 Minneapolis, MN Washington Mutual, Vice President, Call Center Operations September 2003 – December 2007 Melbourne, FL JPMorgan Chase, Officer, Communications & Vendor Relations August 1996 – September 2003 Columbus, OH

Areas of expertise: Customer Contact Strategy & Operations, Customer Interaction and Customer Experience, Customer Contact Technology, Agent Engagement, Outsourcing,

Additional area expertise: Quality, Training

Most recent customer contact/customer experience initiatives: Revamping hours of operations, schedules, cross training, quality

Director, Contact Center, ResortCom

BRIAN MARTIN

Session: Socializing CX Across the Organization

Brian Martin, Director of Call Center Operations at Resortcom is a Los Angeles Native, with over 25 years of leadership and consulting experience in the Contact Center industry. Martin is a Six Sigma Green Belt, has held leadership roles with IBM, Sprint, Nextel, Citibank, American Express, Merck and McKesson.

Brian is well versed in the contact center industry having led various departments including; Operations, Workforce, Quality Assurance, Level I & II Technical Support, Human Resources, Training, Labor Relations, Process Improvement and Recruiting.

Brian has also facilitated platform training and focus groups in the areas of Professional Development, Diversity & Inclusion, Unconscious Bias and Supplier Diversity. Brian has led business engagements throughout the U.S. and internationally, having worked in Mexico, Trinidad, Jamaica, Costa Rica, the Philippines, and multiple Canadian locations, including Halifax, Quebec, Montreal and Newfoundland. Brian is also a motivational speaker, career coach and professional business mentor who is known for openly sharing nuggets of insight learned from his experiences in navigating both the corporate and professional landscapes. Brian sits on professional and social justice discussion groups and Q&A panels and he contributes written and audio content to various publications and media outlets.

Brian does advocacy work and fights to ensure that social and professional equality exists for people of color, those in marginalized areas and for members of the LGBTQ community. Martin is a member of The Human Rights Campaign’s (HRC) Nevada Steering Committee and serves as the Chair for HRC Nevada’s Federal Club. In his spare time Brian enjoys spending time with family and friends, international travels, cooking exotic dishes, entertaining at home and attending live music and theater productions. Brian has been an avid Tennis player since childhood and he can often be seen playing singles and doubles Tennis at various parks around the Las Vegas Valley.

Chief Technology Officer, Customer Service & Support, Microsoft

GABRIELE MASILI

Session: Getting Ahead of the Game: Early Adopter vs. Fast Follower
Session: Socializing CX Across the Organization

Gabriele “G” Masili is a strategic global executive with over 20 years of experience in software engineering, customer service, technical support and e-commerce.

A customer-obsessed innovator, he has a proven track record of designing, building and delivering world-class customer experiences serving millions of customers in more than 200 countries.

G currently serves as Microsoft’s Chief Technology Officer for Customer Service and Support, responsible for digital customer support, commercial AI support solutions and the worldwide technical support delivery for Microsoft Developer Tools. He previously led Microsoft’s Windows and Devices Group Support Business Unit, accountable for the end-to-end customer support experience and worldwide technical support delivery for Microsoft Windows, Xbox and Surface products and services, leading 10,000 support engineers across 40 geographies and 30 languages.

Prior to Microsoft, G built Amazon’s Customer Support for Italy, Spain and The Netherlands before moving to the U.S. to lead Amazon’s Worldwide Customer Service and Technical Support for their device products and digital services. He owned the end-to-end customer support experience, including the global technical support operations, as well as the design and product development of digital and web applications like Mayday Screen Sharing and Alexa’s ability to autonomously answer customer service queries.

Throughout his career, G has been an innovator and change agent, focusing on continuously improving customer satisfaction and digitally transforming the customer experience through his deep understanding of AI, voice, mobile and web support technologies. He has built, grown and managed customer service and technical support organizations with large-scale, globally distributed teams of thousands across a variety of verticals including technology, e-commerce, gaming, consumer electronics, telecommunications and travel.

G grew up in Cagliari, the capital of the beautiful island of Sardinia, Italy. He considers himself a global citizen, speaking three languages and having lived in London, Rome, Budapest, Berlin, Szczecin, Milan, Cairo, Luxembourg and, since 2015, Seattle.

Director, Stakeholder Escalations, BlueCross BlueShield of North Carolina

AISHA PONDS

Session: Mapping Root Cause for Proactive Solutions

Aisha currently leads the Stakeholder Escalations organization at Blue Cross NC.  This team of analysts is responsible for handling all member escalations and complaints about the organization.

This includes complaints from all channels, from Social Media to Regulatory Entities, including the White House.  These important engagements with members are tracked and analyzed to elicit process improvement initiatives to Blue Cross NC’s operations and corporate business processes that improve the member experience and strengthen internal knowledge. Aisha is a Certified Lean Six Sigma Black Belt, a certified Customer Experience and Analytics Professional, and a SCRUM MASTER, experienced in Change Management, Business Analysis, Process Improvement, Training and Development, Strategic Planning and Vendor Management.  With over fifteen years of experience as a Lead Business Systems/Process Improvement Professional for enterprise-wide process improvement initiatives, she has performed fit/gap analyses to develop effective scalable best practices for organizations of all sizes and types.  She has proven expertise in rearticulating technical data and regulatory requirements into Executive Presentations, end-user documentation, SOPs, desktop procedures, and process models.

She is a native New Yorker who relocated to Raleigh, NC in 2007 to pursue her Master’s Degree in Technical Communication and Organizational Information Systems from North Carolina State University.  She also holds a BS in Technical Communication from Rochester Institute of Technology.  Aisha and her husband live in Cary, NC and enjoy movies, Asian Cuisine, and pushing their adult son to do better!

Senior Manager, Global Quality and Continuous Improvement, Oshkosh Corporation

KATRINA SCHIEDEMEYER

Session: Customer Experience Measurement and add speaker

Katrina Schiedemeyer is an innovative leader in designing and executing strategic initiatives in numerous disciplines. Her expertise includes Customer Experience Design, Ethnographic Research, Six Sigma Data Analytics, Lean, and Employee Engagement. Katrina is an engaging and energetic speaker who thrives on transforming complex processes into digestible knowledge.

Katrina’s professional career includes leading the Customer Experience & Voice of Customer strategic initiatives at a Fortune 500 company and providing consultant guidance to inspire innovation across numerous organizations. In addition to her professional career, Katrina serves as a Board of Director member for numerous international organizations where she utilizes her deep business knowledge to find innovative problem-solving solutions.

Katrina is a prominent public speaker and published researcher certified in project management (PMI), quality engineering (ASQ), predictive and descriptive analytics (Wharton), and continuous improvement (LLC).

Katrina is a proud alumna from the University of Wisconsin, Oshkosh holding a degree in Supply Chain Management and is currently studying Negotiation Strategy at Yale.

Vice President, Digital Transformation, Frost & Sullivan

ALPA SHAH

Session: Implementing the Best, Brightest and Boldest Ideas from the Program

What inspires you? Unlocking the Possibilities of a Happy Future for ALL!

This May marked my 23rd year with Frost & Sullivan. Being part of a fast-growing company, a dynamic industry, an entrepreneurial culture, and a fun environment is invigorating and worth every moment.

My professional and volunteer experience includes business and strategy planning, product and vertical market analysis, growth consulting, event planning and execution, sales and marketing, web design, and most importantly, creating and inspiring teams to be best in class. Consulting projects have ranged from strategy development to white papers to end user analyses.
My current focus is to develop content that guides visionary CXOs and IT leaders through the next era of digital transformation with the help of IT experts and vertical industry analysts as well as extensive IT end user surveys.

Prior to joining Frost and Sullivan, I worked for Smith Barney for 5 years in its accounting division handling incentive compensation plans. Thereafter, I worked as an account executive at Edward Jones for approximately one year. In these positions, I learned much about the operations of a financial company, financial instruments, and sales techniques.

In my personal and professional life, I have served as the VP of Communications on the boards of PAMP (Parent’s club of 2,000 plus members) and the PTA, as well as within Frost & Sullivan’s GLOW (Growth & Leadership of Women) team.

Head of Customer Success, Shift

JEN STABEN

Session: The Fix on Small Contact Centers

What inspires you? People, Challenges, and Flow-Charts

For the past ten years, I have been deep in the heart of “Start-Up” customer experience teams. Beginning as a frontline representative at Groupon, I have built a personal playbook from some of the best Customer Experience Teams around (Groupon, Bonobos, Squarespace).

In 2016 I took on the role of Head of Customer Experience at Rockets of Awesome and developed the Experience Team, as well as the personal stylist fulfillment team from the ground up. In 2018, I took on leading Customer Success for Shift Operations, which provided the interesting challenge of delivering great customer experience in the car buying industry. My focus for the teams I manage is to maintain an authentic human connection with our customers, and find alternatives to automation when applicable through reliable reporting, working cross-functionally to address upstream root cause issues, building strong tools and processes for workflow efficiencies, and putting in place a strong organization structure. In addition to developing Customer Experience organizations, I have developed or led strategy and implementation on Social Media and Reputation management, customer journey maps, customer satisfaction data collection, cross-department implementation of process and product, and training and development.

Contact Center Manager, Clark Pest Control

MARI URREA

Session: The Fix on Small Contact Centers

Bio is forthcoming.

Director, Engagement Solutions, Cognosante

MICHAEL ZURAT

Session: Measuring the Cross Channel Customer Experience

Bio is forthcoming.

Fab Facilitators

Experience Manager, Customer Service & Support – Tools & Technology, Microsoft

Sharon Bradbury

Session: Employee Experience (EX) – Unlocking a Better Customer Experience

Bio is forthcoming.

Senior Manager, Business Development, Aceyus

JACOB BRITT

Session: Employee Experience (EX) – Unlocking a Better Customer Experience

Jacob Britt brings a holistic perspective to understanding the customer journey, having worked for nearly 20 years with front-line customer-facing organizations, applications and technologies that deliver and create industry-leading customer experiences.

He specializes in working with large companies that employ a vast number of disparate systems, helping them to make sense of their data by summarizing it and making it available to the right people. As a Senior Manager in Business Development with Aceyus, Jacob has a passion for finding the latest in customer experience improvements along with strategic partners that help to bring innovative ideas to the world of Contact Center Analytics.

Enterprise Account Executive Talkdesk

Troy Buck

Vice President, IT and Product, Cicero

NEIL CRANE

Session: Leveraging Data to Drive Down Employee Effort

Mr. Crane’s experience spans nearly 25 years of technology change during which he has designed and overseen the implementation of enterprise computing systems

for Fortune 100 companies on the leading edge of technology adoption, providing common-sense, value for money, process integration solutions.

Mr. Crane is currently the Director of Product Strategy at Cicero Inc. where he focuses on the development of the company’s Desktop Activity Intelligence products.

Global Vice President, Sitel

Sandy Ellis

Vice President, Emerging Markets, SmartAction

DAN FOX

Session: Integrating Conversational AI into the Call Center Environment

Dan is the Vice President of Emerging Markets at SmartAction. In this role, he leads strategic initiatives in product and market expansion. Dan has many years of experience in market development for Artificial Intelligence technologies, with a focus on conversational speech recognition and natural language. Prior to SmartAction, Dan spent 8 years at Interactions, where he served in marketing, sales, partnerships, and corporate development.

General Manager, Digital Solutions, VHT

TONY IERO

Session: Leveraging Data for Customized Interactions

Bio is forthcoming.

Senior Vice President, CX & Digital Transformation Consulting, TTEC Digital

PAUL IGNASINSKI

Session: STOP Admiring the Problem – and START Driving Real Value with Analytics

Paul Ignasinski is Senior Vice President of TTEC Digital. Specializing in the development and execution of customer-focused growth, innovation, and transformation strategies and execution on a global scale, Paul has over 20 years of experience working with large global organizations across numerous industries.

A key part of Paul’s responsibility at TTEC is leading the Company’s efforts in the visioning, development, and execution of forward-thinking, business outcomes-focused strategic offerings and value creation drivers to guide TTEC’s Customers and Partners in the delivery of future-focused CX programs and ecosystems.

Paul earned both his Master’s and Bachelor’s degrees in Business Administration from the University of Michigan’s Ross School of Business in Ann Arbor, Michigan. He resides in Denver, Colorado, with his wife and two children, and spends his free time enjoying the incredible experience of being strapped to a mountain bike and/or a snowboard.

Senior Vice President, Solutions & Capabilities, HGS

PARIKSHIT (PK) KALRA

Session: Data Driven Customer Experience

Bio is forthcoming.

Chief Executive Officer, Outsource Consultants

COREY KOTLARZ

Session: Global BPO Pricing Trends and Models

What inspires you? My Parents, My Family, My Company, Hard Work, Entrepreneurship & Roger Federer.

Corey Kotlarz is the Founder and President of Outsource Consultants, an outsource call center referral and advisory firm. He has over 25 years of experience in the call center industry with a track record of leading companies and driving rapid growth.

Kotlarz founded Outsource Consultants in 2013 after watching a rapidly expanding landscape create a growing need for objective BPO industry guidance, and for assisting companies with their outsource call center partner selection process. Outsource Consultants has grown rapidly by utilizing its proprietary database of over 300 heavily vetted call centers to help clients – from start-ups to Fortune 500 companies – find a BPO partner that matches their exact requirements for location, service, culture, experience, and cost.

Prior to founding Outsource Consultants, Kotlarz served as Vice President for an award-winning outsource call center where he was responsible for new business development and marketing initiatives while driving significant growth to help achieve industry awards such as Rising Star, MVP of Quality, and a “Top 50” outsource call center.

For 19 years, he was instrumental in driving the company’s strategic vision while overseeing and managing all aspects of the company’s business development, marketing, and strategic vendor partnerships. He worked with leading clients such as StubHub, American Express, Pizza Hut, Cricket Wireless, Clearwire, United Healthcare and Quest Diagnostics to assist them with their contact center and business process outsourcing strategy.

Outside of work, Mr. Kotlarz is married with two children and enjoys spending time with his family, traveling, listening to music and playing competitive tennis. He’s also an avid NFL enthusiast and fantasy football veteran of 30+ years.

Chief Executive Officer, Upstream Works

ROB MCDOUGALL

Session: Cracking the Nut on Omnichannel CX – A Practical Guide and Key Considerations

What Inspires You? Campfires, guitars and improving the customer experience for everyone.

Rob McDougall is the Chief Executive Officer at Upstream Works Software. Rob has been providing customer care solutions for over 25 years, creating real-world, road-tested solutions that meet the needs of the market, partners, and customers.

His forward-thinking vision of customer experience led him to conceive, develop, and deliver the first true omnichannel solution in 2006, long before the term omnichannel was coined.

Today, Upstream Works is an award-winning company that provides organizations with flexible, innovative customer service solutions across virtually every industry worldwide.

Director, Product Management, Interactions

MARY MCKENNA

Session: Strategic Mapping of an Integrated Self-Serve Journey

Bio is forthcoming.

Senior Manager Solution Leads, North America, Genesys

WILL MCLAUGHLIN

Session: Technology Integration: Closing Operational Silos at the Business Level

Bio is forthcoming.

Director, Engagement Solutions, Cognosante

Danielle Morales

Session: Measuring the Cross Channel Customer Experience

Bio is forthcoming.

Vice President, Customer Experience, PTP

LYNN OLSON

Session: 3 Things I Hate About My CRM

Lynn Olson is passionate about delivering great customer experiences.  As Vice President of Sales and Marketing at PTP, she has built a team and a culture that puts the customer at the heart of every endeavor.

Lynn has consulted with many fortune 500 clients, developing innovative ways to create and sustain a better experience for their customers with measurable results. Her strategic client and partner relationships have helped companies map their customer journey, reinventing the way they engage their customers.  Prior to PTP, Lynn has worked at companies such as Nuance and Microsoft, where she supported the customer experience from a sales, marketing and technical perspective. She holds an MBA from the University of Minnesota, Carlson School of Management. Lynn currently lives in San Francisco and loves to travel, cycle and spend time with her family!

Head of Support Strategy, ServiceNow

ANDREW PAPPARIDES

Session: Equipping Your Agents to Deliver Proactive, End-to-End Service

What inspires you? My children, my dad

Andrew Papparides has been with ServiceNow for 6 years and is the Head of Global Support Strategy, with a focus on scaling out our capabilities, as well as identifying the technologies and working practices that will help ServiceNow Support to continue to deliver a first class service to its customers. Prior to joining ServiceNow, Andrew has held various senior positions at Cisco, CA Technologies, Symantec, Veritas, as well as having a seven-year stint at Accenture earlier in his career. Andrew holds an MBA in Social Sciences from the Durham University in the UK.

Senior Product Marketing Manager, Bold360 by LogMeIn

CHRIS SAVIO

Session: How AI Is Helping to Create Empowered and Efficient Support Teams

What inspires you? Constant learning (new topics/facts/history)

Christopher is a Senior Product Marketing Manager for LogMeIn’s Bold360 business. Bringing over 12 years of experience, he drives product strategy and the development of go-to-market plans for AI and digital engagement offerings. He’s passionate about using customer centric approach to help push forward strategic decisions and product innovations.

Senior Vice President, Global Business Solutions, Teleperformance

DEB SCHWEIZER

Session: RPA – Efficiency in Operations and Customer Experience

Teleperformance Experience

  • Chosen to build new solutions for pursuing challenging new market opportunities particularly for companies being impacted and taking advantage of digital disruption
  • Selected to work on new logo and existing client initiatives with special teams to help solve problems, achieve strategic business objectives, and nurture valuable partnerships
  • Asked to build business of clients leveraging past experience/expertise centered on driving innovation/transformation, reducing costs, increasing revenues, improving CSAT and NPS levels, enhancing market positions, increasing operational efficiencies, and optimizing the customer experience
  • Successful in launching one of TP’s top global clients across 13 sites in 8 countries in industry record-breaking ramping times by leading global teams and focusing on sharing universal best practices to meet/exceed all client goals
  • Assigned to some of TP’s priority global accounts to manage cross-geo teams to deliver tangible business results for the accounts while maximizing all operational efforts/results

Relevant Industry Experience

  • 15 years of successful global experience in the outsourcing industry across verticals
  • Proven expertise in New-Existing Logo Sales, Client Services, and Global Account Strategy/Operations Management, as an individual contributor and leader
  • Specialties include utilizing Innovation, Technology, Process Optimization/Automation, Data Analytics, and New Pricing Models to aid clients and their customers
  • A builder of creative ecosystems to drive CX excellence and business growth
  • Syncing companies with solutions that are strategic and results-oriented
  • MBA focused on Economics and International Finance with Business and Marketing majors
Senior Vice President, Sales & Marketing, 24/7 Intouch

Brent Stevenson

Session: Capture, Analyze, Optimize: Your Employee Analytics Journey from the Call Center Floor to the Boardroom 

As Senior VP of Sales and Marketing, Brent ensures all potential and current clients are offered the best solutions and quality of service to meet both their current and future needs.

Brent began as a customer service professional in 1998 as one of the founding partners at Tell Us About Us, a company focused on the customer experience through surveys, mystery shops and live agent support. He is seen as a thought leader in the customer service industry, and has presented and led key discussions in over a dozen conferences. Brent holds a Bachelor of Commerce Degree from the University of Manitoba.

President, Callzilla

Neal Topf

Session: Transitioning from Chat Bot to Live Chat

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