Visionary Headliners, Rockstars
and Fab Facilitators

Interested in Becoming or Nominating a Speaker?

Headliners

Yamila Harris

Yamila Harris

Global Head of IT Support and User Experience
Munich Re
Customer Engagement Leadership Council Member

Rockstar Insights

John Bord

John Bord

Manager, Customer Experience
Tucson Electric Power (TEP)

Sandra Diggs-Miller

Sandra Diggs-Miller

Vice President Customer Service
Entergy New Orleans, LLC

Jason Mercer-Pottinger

Jason Mercer-Pottinger

RTS Operations Director US Region
Baxter Healthcare Corporation

Jason has over 30 years’ experience within the contact center industry. He has worked in all regions of the world, both on-boarding new operations and managing existing teams. His last 15 years have been at Baxter and the last 8 years here in the US leading the Global Device Support team, supporting 100k+ patients and customers globally across the Baxter network. He has a unique perspective on employee engagement both from his Global perspective as well as his current team which was a remote working group prior to Covid.

Brad Nichols

Brad Nichols

Global Leader, Business Operations and Customer Service
Dun & Bradstreet

Robert Scuteri

Robert Scuteri

Head of Global Support, Customer Support Operations
StubHub

Alpa Shah

Alpa Shah

Global Vice President – CX Practice
Frost & Sullivan

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.

Sanjeev Singh Sahni

Sanjeev Singh Sahni

Vice President Operations
Wayfair

Sanjeev leads Wayfair’s post order customer experience and service organizations with 4,000 employees in multiple geographies. Sanjeev is the founder of Wayfair’s global digital freight forwarding business (CastleGate Forwarding), which he scaled from concept to $250M in revenue in three years. In his customer focused role Sanjeev has moved Wayfair to top quartile customer experience and is building a suite of new customer facing technology product portfolio. Prior to Wayfair Sanjeev designed & built several logistics and service business ventures for clients as a consultant and banker in his previous roles at McKinsey, KPMG, IBM and Citibank.

Tom Tejada

Tom Tejada

Vice President of Customer Experience
and Business Division
Ember Technologies, Inc.

Francisco Toledo

Francisco Toledo

Director Continuous Improvement
and Outsourced Operations
Groupon

Fab Facilitators

Matt-Nelson

Matt Nelson

Chief Information Officer
Alta Resources

With 20+ years of technology, operations and strategy execution, Matt has a proven track record of driving information initiatives and helping global brands maximize customer experiences through applied innovation.

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