Visionary Headliners, Rockstars
and Fab Facilitators

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.

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.

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.

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 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.

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 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.

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 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.

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 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.

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 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.

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 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 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.

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.

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 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 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.

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.

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 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.

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.

Beth has a proven track record of directing and building indirect sales teams and partnerships for global organizations. She spent the last 10+ years supporting Contact Centers in Unified Communications (UCaaS) and Contact Center platforms (CCaaS). Her ability to drive partnership development has led to high-growth in-direct sales and the delivery of large-scale complex solutions in North America and Europe. Today she is responsible for the development and management of Atento’s global growth through Channel and Alliance programs.

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.

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 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 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.

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.

Fili is an industry veteran with 30 years of experience directing and building high-performance teams for global organizations. He also has an extraordinary track record leading high-growth projects and delivering large-scale complex solutions in USA, Asia, Europe and Latin America. Most recently, he led the Digital Customer Experience transformation of 5 business verticals for Concentrix, supporting the growth of existing accounts and new logo signings.

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 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.

As the Chief Marketing Officer, Tom oversees the brand strategy for Intradiem. He has over 25 years of experience in marketing across a broad range of B2B and B2C companies, including prior leadership roles at Everspring Inc., 1800Flowers.com, Orbitz Worldwide, OfficeMax, Vista Technology, Installshield Software, and Platinum Technology.

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).

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 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.

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.