world class business leaders. leading edge …
TRANSCRIPT
SPEAKERS
Julia Babina VP Operations and Customer Service Brooklinen
Shannon Burch Market VP ATB Financial
Manuel ChristoffelChief Customer Officer woom bikes USA
Ingrid CordyVP Customer Experience & Global eCommerce E.L.F. Cosmetics
Kim Barna Director of Sales and Service Verizon
Dan Burkland President Five9
Zach Christopolous Director of Contact Center United Heritage Credit Union
John CravenEnterprise Center of Excellence Call Center Director Cox Communications
Sean Bennett VP of Business Technology Servicing Solutions
James Cammareri Vice President COPC
Micah CittiCustomer Service Operations Manager ESPN
Thomas D’Amato Customer Relations Manager Whirlpool
Jill Blankenship CEO Frontline Call Center
Michael Brown Former Chief Design Officer Dick’s Sporting Goods
Jerry Campbell Senior Customer Experience Manager 7-Eleven
Brian Cantor Principal Analyst, CCW Digital Director CCW Digital
Pete CollinsSVP, Operations for Personal Insurance and International Travelers Insurance
Simon Copcutt Head of Strategic Accounts Customer Management Practice
Michael DeJager Principal Analyst, Head of Product Development Customer Management Practice
Brian Dennis Author If the Customer’s the Copilot, You’re in the Wrong Seat
Subhayu Dey Director of Consumer Insights SCAN Health Plans
James Dodkins Founder and Customer Experience Rockstar Rockstar CX
Steve DiTorro Supplier Relationship Manager Google
Patrick Ebrahimian Director of Transformation UnitedLex Corproation
Landon Eckles Co-Founder & Chief Executive Officer Clean Juice
WORLD CLASS BUSINESS LEADERS. LEADING EDGE INNOVATORS. DRIVEN DISRUPTORS.
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Sam EitzenChief Executive Officer & Co-Founder The SnapBar
Alison Flood VP Experiential Buzzfeed
Dan GingissAuthor Winning at Social Customer Care
Pete HamlinSenior Director of Business Intelligence Avadyne Health
Eric Esguerra VP of Customer Service & Operations Miele
Kathleen Garrity Manager, Community and Social Google
Cindy Gordon Chief People Officer Policygenius Inc.
Brittany Hammon Senior Manager Trade Customer Support Whirlpool
Arnold Feist Chief Compliance Officer Interactive Brokers
Alyson Gasper Senior Manager Business Operations Verizon
Lance GrunerEVP, Global Customer Care Mastercard
Colin HauptSVP Employee Engagement & Experience PURE Group of Insurance Companies
Callie Field EVP Customer Care T-Mobile
Lori Fentem Head of CS Third Party Operations & Strategy Ring
Paul Gernon Head Of Customer Operations Ziglu
Mike Giddings Contact Center Program Manager Amazon
Jay Hack Cofounder, CEO Mira
Drew HallVice President Walker Information
Tonya Haynes Director, Member Contact Center Kinecta Federal Credit Union
Deb HeimTelecommunications Call Center Manager SUNY Oneonta
Dawn Hicks Sr. Manager Contact Centers Pacific Dental Services
William Huggins Regional Director, Customer Experience Unicomer
Jim Iyoob Chief Customer Officer Etech Global Services
Paul JarrettCEO & Co-Founder Bulu Box
Rebecca Jarvis Chief Business, Economics and Technology Correspondent ABC News
SPEAKERSWORLD CLASS BUSINESS LEADERS. LEADING EDGE INNOVATORS. DRIVEN DISRUPTORS.
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David JohnstonSocial Media Manager TSA
Angela KingCustomer Relations Supervisor Nashville Electric Service
Myke Mansberger VP, Head of People Bombas
Ali Lichtenstein Director, Customer Experience Design Dow Jones
Trista Miller Director Customer Care Frontier Airlines
Jami Kalmbach Customer Success Director CallMiner
Sandy Ko Senior Analyst & Conference Director Customer Managment Practice
Lauren Maschio Senior Product Marketing Manager NICE
Benjamin Lord Chief Marketing Officer Mira
Heidi Mitchell Director of Training and Contact Center Communications Carnival Cruise Line
Kai Kaufmann VP, R&D Enghouse Interactive
- Americas
Kelley Kurtzman VP, Global Consumer Sales & Service Centers Verizon
Gabriele Masili VP & Chief Technology Officer, Customer Service and Support Microsoft
Casey MacMillan Senior Manager, Trade Customer Support Whirlpool Corporation
Sherif Mityas Chief Experience Officer TGI Fridays
Erica Kelly Director, Global Sales & Service Verizon
Wendy KincaidVP User Experience Navient
Brian LaRoche Director, Outreach Marketing CallMiner
Mario Matulich Executive Director Customer Management Practice
Roger Lee VP, Customer Success Gridspace
Annie Meehan Author The Pineapple Principle
Monica Mallick VP, Global Customer Support & Operations Udemy
Meredith MolloySenior Manager, Technical Support Toast, Inc.
Eugene Malobrodsky Chief Strategy Officer Pango
Abby Monaco Senior Product Marketing Manager NICE Nexidia
SPEAKERSWORLD CLASS BUSINESS LEADERS. LEADING EDGE INNOVATORS. DRIVEN DISRUPTORS.
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SPEAKERS
Joe Montana Legendary NFL Quarterback
Tom NugentDirector of Consumer Sales and Service Verizon
Andrew Papparides Head of Support Strategy ServiceNow
Leigh RoachCustomer Service Manager Johnston & Murphy
Tucker Morgan General Manager, Las Vegas Distribution Center Sephora
Devlin O’Neil Manager, Contact Center Technology Lululemon
Mark Pfleger SVP, Client Development Arthur J. Gallagher & Co.
Dan Rood VP, Product Marketing Genesys
Clare Muscutt Founder & Director CMXperience
Pam Oliver Senior Correspondent and FOX NFL Reporter Fox Sports
Susan Preziosa Vice President, Client Service Organization H&R Block
Cippy Seidler Director, Consumer Care Center Banner Health
Gordon Musgrove Customer Service Manager Office1
Nathan Nickens Senior Analyst & Conference Director Customer Managment Practice
Sara Ortiz VP of Human Resources Five Guys Enterprise
Tim Ottman Senior Director, Emerging Capabilities Northwestern Mutual
Justin Reilly Chief Product Officer Tucows, Ting Mobile + Internet
Lizzie Resnick Customer Care Director SmartPak
Hiral ShahDirector of Product, AI & Digital Services Asurion
Peri Smith Director, Call Center & Patient Benefits Pacific Dental Services
Elizabeth Solomon Manager, Social Media Care AMC Theaters
Micah Solomon Author Ignore Your Customers (And They’ll Go Away)
Drew Stadler VP Customer Happiness Bombas
Yolanda Stancil Vice President, Network & Field Ops Verizon
Jackie Tessmer VP, Product Marketing Enghouse Interactive
- Americas
WORLD CLASS BUSINESS LEADERS. LEADING EDGE INNOVATORS. DRIVEN DISRUPTORS.
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SPEAKERS
Robert Tomlinson President IHOP (Peak Restaurant Partners)
Dennis Wakabayashi Author Wakabayashi Experience
Lee Williams Senior Manager, Tools and Reporting Alliance Data
Ryo Hanalei Zsun Culture Maestro Zappos
Joshua Tye Director, Customer Experience Compass Group
Sarah Warnes Rasmusen Chief Customer Officer Lands’ End
Chrisy Woll VP of Customer Success CampusLogic
Bradley Utter Director Provider Call Center, Provider Quality & Calls Humana
Kimberly Warrick Call Center Manager National Wholesale
Matt Woody First Vice President, Director, Contact Center First Financial Bank
Tobias Voegtlin Chief Executive Officer Lufthansa InTouch & Head of Passenger Servicing Operations Lufthansa Group Hub Airlines
Eduardo von Borstel Senior Solutions Architect CallMiner
Scotty Werner Customer Experience Executive CCW Influencer
Sarah Wesen Executive Director Frontline Call Center
Matt Wujciak Research Analyst, Staff Writer CCW Digital
Amy Zimmerman Global Head of people Operations Kabbage, Inc
WORLD CLASS BUSINESS LEADERS. LEADING EDGE INNOVATORS. DRIVEN DISRUPTORS.
…and many more to be announced!
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