Visionary Headliners, Rockstars
and Fab Facilitators

Interested in Becoming or Nominating a Speaker?

Headliners

Aini Ali

Aini Ali

Vice President, Service Technology
ADP
Customer Engagement Leadership Council Member

Aini is a dynamic leader with a diverse background across technology, business and operations. She’s energized by creating personalized transformation strategies and execution plans for mid-large sized organizations. Meet Aini to learn more about building & leveraging strong, diverse teams that meet the ever-evolving needs of the business.

Monica Rothgery

Monica Rothgery

Chief Operations Officer
KFC US

Starting her career as a fast-food restaurant manager, Monica is now the Chief Operating Officer for KFC, leading 4000 restaurants across the United States. She is a people-focused leader who knows that team members are the key ingredient to a great customer experience. Monica uses humor and story to share leadership lessons that transcend industry and invites all leaders to achieve their highest potential while inspiring the next generation.

Michael Shaw

Michael Shaw

Chief Brand Officer
Former Head of CX at Miami Marlins.
ESPN, Amazon, Groupon Alumni

Michael attended Middle Tennessee State University for his undergraduate degree. Before his current position, Michael worked in Business Development for Amazon, was the North American Head of Sports, Art & Theatre Partnerships at Groupon, and began his sports career on the Content & Acquisitions team at ESPN. Michael was recognized as a Top Diverse Leader in Sports for 2021 by the Sports Inclusion Conference.

David Weisman

David Weisman, Ph.D., CPXP

Chief Experience Officer
NYC Health + Hospitals

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

Natalie Beckerman

Natalie Beckerman

Senior Vice President, Global Call Center Operations
Leaf Home

Described as a disruptor in the customer experience and customer contact space, Natalie Beckerman has run top tier, large scale operations driving transformation and strategy, while conquering operational and service excellence across the USA, UK and EMEA. 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 and Fintech/Financial services industries.

John Bord

John Bord

Manager, Customer Experience
Tucson Electric Power (TEP)

John Bord is an accomplished subject matter expert with an extensive career history spearheading creation and execution of marketing, research and customer experience strategies across multiple industries. Focused on creating actionable research to maximize CX initiatives and brand management, he is passionate about driving customer value while achieving strategic business objectives and growth.

Natalia Brown

Natalia Brown

Chief Client Operations Officer
National Debt Relief

Natalia has over 20 years in the service industry. She has spent the last 12 years with National Debt Relief as the Chief Client Operations Officer. Natalia has led teams internationally and helped hundreds of thousands of people out of debt. She is a servant leader and an advocate for her teams and consumers.

Andrew Clark

Andrew Clark

Managing Director, Quality and Insights
TIAA

Andrew brings his unique perspective on the application of innovative technologies to deliver insights and drive optimization from customer interactions in roles that range from product development, customer experience management, and B2B and B2C business direction. Andrew will share his passion for transforming data into applicable insights, understanding the root cause of issues, and driving change through examples from his real-life experiences.

Lisa Diehl

Lisa Diehl

Director, Consumer Care
Freshpet

Lisa defines strategies and solutions that improve the experience of Freshpet’s Pet Parents. She has a keen focus on enhancement of operational effectiveness and a commitment to a collaborative work environment that focuses on engaging and motivating her teams. Within Freshpet, Lisa is also a member of Freshpet’s Crises Management Team.

Sandra Diggs-Miller

Sandra Diggs-Miller

Vice President Customer Service
Entergy New Orleans, LLC

Sandra is currently responsible for designing strategies for effective customer outreach; improving customer satisfaction and perception; promoting innovation in the delivery of service and products; and supporting the overall enterprise utility business plan. She earned her Juris Doctorate degree from Loyola University School of Law, and her MS and B.S. degrees from Radford University. Most recently, she obtained her Executive Masters in Business Administration from Tulane University’s Freeman School of Business.

Clancey Dollard

Clancey Dollard

Director, 24/7 Support Center
University of Arizona

Building teams that improve the lives of their customers is a passion for Clancey. As a Certified HDI Support Center Director, Clancey has the understanding and experience for what it takes to provide meaningful customer experiences.

Rini Fredette

Rini Fredette

Vice President of Contact Center Services & Solutions
PSCU
Customer Engagement Leadership Council Member

Rini provides the overall leadership, vision, and strategic direction for PSCU’s Contact Center Operations. She oversees 650+ PSCU employees as well as an outsourced partnership with an additional 550+ contact center representatives across 6 different locations within the U.S. Her contact center services more than 10 million calls from credit union members per year, acting as a valuable extension of every credit union and providing a truly seamless member experience.

Robert-Gofourth

Robert Gofourth

President
Performance Strategies, Inc.
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.

Chris Goostree

Chris Goostree

Director of Contact Center Operations
TMX Finance Family of Companies

A dynamic Contact Center leader with expertise in driving performance and efficiencies within a sales and/or customer service contact center. Chris has led successful programs for companies such as Toyota Connected, Cotiviti, Netflix and now the TMX Financial Family of Companies.

Jeff Grant

Jeff Grant

Senior Product Owner, Enterprise Contact Center
Southwest Airlines

Jeff has dedicated his IT career to improving the Customer and Employee experience by merging data with current and emerging technologies to achieve a desired outcome which were then measured in order to improve the experience. It is a journey and there are boarding signs, re-routes, turbulence, delays and sometimes fair weather along the way that must be endured so we can learn how to create a better experience.

Jasmine Green

Jasmine Green

Vice President Enterprise Customer Solutions and Enablement
Nationwide

In the course of her 37 year career, Jasmine continues to deliver proven leadership and wins in Customer Experience, Operations, Contact Centers, and Continuous Improvement.

Diana Herron

Diana Herron

Vice President of Emerging Markets
Communication Service for the Deaf

Using her life-long passion for opening the doors of opportunities for Deaf people, Diana works with companies to increase accessibility to deaf consumers.

Michele Kerr

Senior Director, National Contact Center
TIAA
Customer Engagement Leadership Council Member

Michele began her career over 20 years ago in the Financial Services industry as a contact center associate herself. As a result, she took her experiences, as well as lessons, and turned that into a passion for call center excellence. She has led large contact and operational groups at Merrill Lynch, Bank of America, LPL Financial and currently TIAA.

Angela McCann-Lair

Angela McCann-Lair

Director of Consumer Sales
CUNA Mutual Group

In her role as Director of Consumer Sales, Angela is responsible for consumer experience, operations, and long-term strategic planning of the TruStage Sales Contact Center. The team includes more than 200 licensed agents who support more than 3 million consumer interactions annually.

Rebecca McLaughlin

Rebecca McLaughlin

Director Commercial Operations U.S.
Moderna
Customer Engagement Leadership Council Member

Having 20+ years striving for the best Customer Experience in biotechnology, Rebecca focuses on the complete journey, ensuring a balance of Digital Enablement and Customer Service to support complex work flows and healthcare initiatives. She obsesses about improving Public Health by providing a simple and logical Customer Journey ensuring broad access to life-saving therapies.

Jason Mercer-Pottinger

Jason Mercer-Pottinger

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

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.

Vanessa Neurohr

Vanessa Neurohr

Vice President of Customer Success
Muck Rack

Vanessa joined MuckRack in 2016 as a Customer Success Strategist and currently serves as the Vice President of Customer Success. In this role, she works to change the way professionals’ approach public relations and encourages better relationships with the media through a unique mix of technology and partnership. Prior to this, she worked in customer experience at Capital One and digital marketing at TITLE Boxing Club.

Brad Nichols

Brad Nichols

Global Leader, Business Operations and Customer Service
Dun & Bradstreet

Brad is a 20 year veteran of the Customer Service and Experience space and an industry advocate. Having led global customer operations across multiple large Financial Services organizations serving B2B, B2C and B2B2C customers in Trading and Wealth Management, Credit, Risk, and Insurance, Brad offers a wide range of observation and first hand experiences leading contact center challenges and change.

Becky Ploeger

Becky Ploeger

Global Head of Reservations and Customer Care
Hilton Worldwide

At Hilton, Becky inspires innovation to deliver an elevated, world-class customer experience through a team of over 5K internal and BPO partner agents. Her impressive record and repeated success in fearlessly delivering transformational change through innovative hands-on operational leadership, relationship building, and project management has led to millions of dollars in revenue generation and expense reduction.

Brian Saylor

Brian Saylor

Senior Vice President
Director of Contact Center Operations
Sandy Spring Bank

Brian is a leader and change agent with over 26 years of experience in the banking industry. His academic training was at the University of Maryland and University of Pennsylvania schools of business. But it is his real-world experience in retail community banking, marketing, and strategic sales leadership that led to his transformational approach to customer experience. Brian will share industrial insights and best practices on how to optimize your contact center through investments in technology and people.

China Scroggins

China Scroggins

Head of Customer Experience
Forever 21

China is an accomplished Customer Experience and Program Management professional with a notable track record of improving customer satisfaction, retention, financial, and employee engagement results. For the last 15 years, she has worked with brands – like Nordstrom – that are treasured for creating impactful moments of service that drive loyalty, conversion, and true customer obsession.

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.

Siavoche Siassi

Siavoche Siassi

Global Marketing Director, Digital Commercial Capabilities
Amgen

Siavoche brings over 15 years of experience in life sciences, spanning healthcare providers, management consulting, and within the pharmaceutical sector. In his current role at Amgen, one of the world’s leading biotechnology companies, he is leading the piloting, scaling and roll-out of several large-scale digital initiatives throughout the enterprise, including a conversational AI roadmap that spans multiple patient and provider use cases.

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.

A people-first leader, who proposes ideas and change with intuition, and validates and refines with data. Tom kicked off a career with Apple, during a time of rapid retail expansion under Ron Johnson and Steve Jobs’ leadership and vision for what the new retail customer experience should look like. He moved to start-up Ember as one of its first employees, where he works with a growing team to bring new innovations for what temperature control can do in consumer technology.

Francisco Toledo

Francisco Toledo

Director Continuous Improvement
and Outsourced Operations
Groupon

Francisco has dedicated the past 10+ years to driving Customer and Merchant experience through Operational Excellence with multiple global assignments across Latin America, Europe and North America. He earned an Executive MBA from IE Business School in Madrid, Spain.

Holly Wendt

Holly Wendt

Americas Senior Operations Leader – Device, Digital and Alexa Support
Amazon

Holly leads the America’s region that delivers innovative support experiences for customers of Amazon’s devices and digital products in North and South America, South Africa, and the Philippines. Her team consists of operations, customer service, and technical support teams who relentlessly advocate for customers by owning the end-to-end customer experience.

Charles Zambelli

Charles Zambelli

Director, Consumer Support
Michael Kors

Charles brings decades of knowledge managing Consumer Support teams, with a dedicated focus on supporting luxury Ecommerce retail businesses. His clientele both expects and deserves a white-glove experience at every touchpoint and as a result, he believes leveraging today’s technology is imperative to providing top notch service.

Fab Facilitators

John Ashby

Josh Ashby

Global Chief Delivery Officer
Atento

Josh has a strong global background both in Operations and technology. He has lead teams in Asia, Europe, Africa, and Latin America, and brings a wealth of expertise in developing operational processes and strategic relationships with large international clients. He also developed technological solutions to deliver best in class performance across the partner portfolio. Before joining Atento, he worked as Global Vice President of Operations at Teleperformance, where he spent much of his career in various senior positions working to transform client operations and build high-performance teams to support strategic initiatives and exceed company goals.

Shanthala

Shanthala Balagopal

Director of Product Marketing
Pathlight

Shanthala is a go-to-market leader with over 20+ years of experience in product management and marketing. Prior to joining Pathlight, she led product marketing at Kustomer (acquired by Meta) and Helpshift, managed product management teams at Yahoo, Amazon, and startup organizations, and is an advisor for various early stage startups. Shanthala is passionate about customer-centric storytelling and developing winning go-to-market strategies that deliver continuous growth for high-growth startups.

Christopher M. Carrington

Christopher M. Carrington

Chief Executive Officer and Managing Partner
Omni Interactions

Chris spends each waking moment thinking how to innovate the future of work. Chris started with traditional BPO work with Capgemini, then creating the work-at-home industry at Alpine Access to now innovating the Gig Economy for customer support with Omni Interactions. His expertise in the BPO and customer contact space spans more than 35 years in C-level roles leading and growing global corporations that deliver technology-enabled business services.

Marilyn Cassedy

Marilyn Cassedy

Vice President of Customer Success
SmartAction

Marilyn is the Head of Customer Success at SmartAction where she’s partnered with customers across a range of verticals to implement and expand their self-service footprint in the call center. After more than a decade of experience in customer success, Marilyn knows that a key step in unlocking an agent’s full potential is though the technology that supports them before, during, and after a phone call.

Ginger Conlon

Ginger Conlon

Thought Leadership Director
Genesys

An award-winning editorial leader, Ginger Conlon is currently thought leadership director at Genesys, where she co-creates expansive research-led reports on customer experience. 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 received a DMCNY Silver Apple lifetime achievement award for her contributions to the marketing industry.

Matt-Nelson

Trent Cook

Vice President Customer Success & Product Strategy
Bucher + Suter

Part customer evangelist, part product strategist, Trent brings more than 15 years of contact center experience together with a passion for stretching the art of the possible to ensure brands meet and exceed their customers’ expectations. In a world where technical capabilities often play catch up to demands, Trent is able to cut through the noise, and ascertain where companies should focus their efforts to ensure the intended value of their investments.

Matt Coughlin

Matt Coughlin

Chief Executive Officer
XSELL Technologies

Matt is a leader with contagious passion for great customer engagement, and the economic and business impacts created when customers are engaged in exactly the right way. Prior to founding XSELL, Matt had the opportunity to work with many quintessential brands helping them to bring their customer experience to life. His experience in these environments led to his observation of a power law in sales, regardless of the brand, wherein top performing agents were not marginally better than their peers – they were multiples better and they delivered disproportionately successful results.

Casey Denby

Casey Denby

Senior Director, Enterprise Sales
Zenarate

Casey is an experienced global leader of Learning & Training organizations with a rich background in contact center operational success. Casey is passionate about delivering excellence for the customer, with a belief that the customer service agent job can be more desirable by setting up the agent for immediate success.

Stephanie Fritz

Stephanie Fritz

Vice President of Business Development
Callzilla

Stephanie works to identify and build long-term relationships with clients who can benefit from Award winning customer care and business process outsourcing. She is dedicated to driving customer success and believes that a customer centric culture is the key to success. She is involved in all new client development at and runs the sales process for Callzilla.

Phil Gray

Phil Gray

Chief Product Officer
Interactions

Phil leads innovation initiatives at Interactions, collaborating with customers and partners to create and operationalize disruptive technology inventions that transform customer experience. He has extensive experience with Conversational AI and customer experience technologies. Prior to joining Interactions, Phil founded and led Versay, a natural language, speech applications company. He also held leadership roles at Nuance and Eloyalty.

Parikshit (PK) Kalra

Parikshit Kalra

Senior Vice President, Client Solutions and Capabilities
HGS

PK designs and delivers solutions to global clients by leveraging HGS’s traditional and transformational analytics toolbox. A Six Sigma Master Black Belt, PK uses lean processes to engineer business process improvements and provide migrations consultation.

Jennifer Lee

Jennifer Lee

Chief Operating Officer
Intradiem

Jennifer has 20 years’ experience in the contact center industry with more than 15 years as a people leader. Throughout her career, Jennifer has served in a variety of roles in the contact center space, including operations, quality, workforce management, and client services. As Chief Operating Officer, Jennifer leads Intradiem’s Product Management, Product Marketing, Marketing, and Customer Success teams. Prior to this role, Jennifer has served as Chief Strategy Officer and has led the Customer Success organization.

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.

David Parsons

David Parsons

Solutions Engineer
SmartAction

David is part of the Solutions Engineering Team at SmartAction where he is committed to helping customers build and implement solutions that greatly benefit their call centers. With multiple years in the industry, he truly understands the problems that call centers face today and the impacts it has on their businesses.

Matt Rupe

Matt Rupe

Director of Sales
DATAMARK

Matt has been in the contact center industry for 20+ years and has worked with some of the largest BPO’s in the world. Matt has Operation Leadership experience and has simultaneously managed multiple clients and as many as 18,000 employees. He has an excellent track record supporting performance management, workforce management, client management, and above all people management — the keys components to success in this industry.

Steve Seibert

Steve Seibert

Chief Technology Officer
Support Services Group

A true technologist who “eats, sleeps and breathes” technology, Steve Seibert has spent 25 years in IT leadership positions across many different industries, from retail to manufacturing to telecommunications before entering the BPO space. He is currently focused on improving the Omnichannel Solutions space, with a focus on BPA (Business Process Automation).

Oren Shefler

Oren Shefler

Vice President Sales, North America
Uniphore

Oren spent most of this professional career helping large enterprises solve very complex challenges in their contact center operations via automation. Working with business executives Oren is passionate about identifying areas for improvement of customers engagements across all channels and modalities through the introduction of intelligent automation solutions.

Candace Sheitelman

Candace Sheitelman

Chief Marketing Officer
Edify

Candace brings more than two decades of customer experience marketing expertise to Edify where she is responsible for the company’s go-to-market strategy and execution. Previously, she ran her own integrated marketing firm as well as global marketing for Aspect Software through eight mergers & acquisitions. Candace earned her B.S. in Public Relations from the S.I. Newhouse School of Public Communications at Syracuse University.

Stacy Sherman

Stacy Sherman

Vice President of Agent Experience
and Marketing
Liveops

Stacy is an award-winning Marketing and Customer Experience Executive, Author, and Speaker, known for her Heart & Science™ framework that accelerates customer retention, referrals, and revenue, fueled by an engaged workforce. She’s been leading strategy and execution for 25 years at reputable brands including Liveops, Verizon, Schindler Elevator Corp, AT&T, Martha Stewart Crafts +. In her spare time, you’ll find Stacy educating and empowering others about DoingCXRight® so real human connections & loyalty exist.

Kaushik Valluri

Kaushik Valluri

Senior Client Solutions Partner
Quantiphi, Inc.

A technologist who really enjoys bringing hardware and software solutions to life, Kaushik has 15+ years of experience working with diverse teams on new product development, go to market, product management and customer success in the Telecom, Healthcare and Financial Services verticals.

Erik Walton

Erik Walton

Executive Vice President NA Sales
Kore.ai

As EVP of Sales, Erik leads one of North America’s largest and highest revenue-generating teams. With over 25 years of sales and leadership experience, Erik is a strong asset to the sales team with a specialization focused on the contact center industry. Prior to Kore.ai, he worked at a few of the largest and most successful BPO organizations in the United States. He currently lives in Huntington Beach, California, and enjoys swimming, off-roading, and snowboarding.

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