KEYNOTE HEADLINERS

Tom Brennan Global Director, Customer

Service Transformation

ServiceNow

#5 Fortune Digital 100

Sasha Chatani Lucas Head of Digital

Verizon Fios

#16 Fortune 500

Michael Cronin VP, Global Operations &

Support

Openlink

Troy Stevenson VP, Global Head of Community

Operations

Uber

#50 Forbes America’s Largest Private Companies

Ambassador Nancy Brinker Founder

Susan G. Komen Foundation

Shaun Smith VP Global Operations

IBM Cloud Platform

#92 Fortune 500

James Dodkins Founder and Customer

Experience Rockstar

ROCKSTAR CX

CCW Influencer

Shep Hyken Chief Amazement Officer

Shepard Presentations, LLC

CCW Influencer CCW Advisory Board Member

Tony Hsieh CEO

Zappos

STAY TUNED... More Keynotes

To Be Announced

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EXPERT SPEAKERS

Grace ArrazcaetaEnterprise Transformation Lead Celebrity Cruises

#1 US News Best Cruise Lines for the Money

Nicole BladzikDirector of IT GreenPath

Scott Brown Head of GTM Amazon Connect

#8 Fortune 500

Scott Casciato Senior Director, eCommerce Fulfillment & Customer Service DICK’S Sporting Goods

Jared BeneshExecutive Director of Contact Center Technology/Product Strategy Quicken Loans

#201 Forbes Best Employers for Diversity

Meghan BorsicHead of UX Research and Design, Consumer Electronics Amazon

#8 Fortune 500

Dwayne CalderManaging Director, Insight and Enablement ATB Financial

#231 Forbes Canada’s Best Employers

Matt Cecil Senior Manager, Chat Strategy Verizon

#16 Forbes Fortune 500

Bob AzmanBoard Member Customer Experience Professionals Association (CXPA)

John Blowers Associate Manager Public Consulting Group

Lara BurnsideSVP, Patient Experience & Strategy, Chief Experience Officer JPS Health Network

Cathy CasselsSenior Director Operations Windham Professionals

Deborah AlvordDirector of Customer Experience, Worldwide Services Lenovo

#150 Forbes Top Regarded Companies

Colleen Beers SVP, Operations Alorica

Andrew Bowman Director of Operations Windham Professionals

Reality CantyExperience Researcher Airbnb

#118 Forbes America’s Best Midsize Employers

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Richard CharetteAVP, Digital Experience Design, WF Virtual Channels Wells Fargo

#26 Fortune 500

Michael DeJager Principal Analyst & Divisional Director Customer Management Practice

Lexi EmmonsSenior Director, Customer Experience Bright Horizons

#90 Fortune 100 Best Companies to Work For

Paul Gernon Head of Customer Success UENI Ltd.

Robert GofourthVP Operations, Strategy & Performance BCBS North Carolina

#340 Forbes America’s Best Midsize Employers

Simon CopcuttHead of Strategic Accounts Customer Management Practice

Valdy Dobrila Corporate VP, Service Excellence New York Life

#69 Fortune 500

Ronda FeagueDirector, Instructional Design Strategy & Contact Center Learning Choice Hotels International

#444 Forbes America’s Best Midsize Employers

Hernan Giraldo VP, Customer Experience Operations BARK

Lance Gruner EVP, Global Customer Care Mastercard

#236 Fortune 500

Sundar ChariDirector Customer Experience Hertz

#1519 Forbes Global 2000

Stuart DiscountCEO Professional Association for Customer Engagement (PACE)

Maureen FaganChief Experience Officer University of Miami Miller School of Medicine & University of Miami Health System

Nina GinesDirector, Member Services CerpassRx

Alex Gross Director of Insights & Customer Advocacy BARK

Linda Chandler National Service Center Resolutions Manager GES

Marty DeGhetto Chief Operating Officer TTEC

Patrick Ebrahimian Former Director of Business Improvement & Quality Wyndham Destionations

#347 Forbes America’s Largest Public Companies

Michael Furman VP, Customer Support Age of Learning, Inc.

Sheila Glenn Manager of National Service Center GES

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Kayla Hart Manger, Entertainment Event Sales T-Mobile Arena

Robbie Kellman BaxterAuthor The Membership Economy

CCW Influencer

Jamie LancasterVP, Contact Centers & G&A Expense Optimization Kroger

#17 Fortune 500

Dave Luberts EVP of Sales and Operations Windham Professionals

Marilyn Markham Director of Digital Services AMEX Global Business Travel

Jim Iyoob Chief Customer Officer Etech Global Solutions

Sandy Ko Research Development Analyst & Conference Director Customer Management Practice

Ali Lichtenstein Director, Customer Experience Design Dow Jones

Diane MagersCEO Customer Experience Professionals Association (CXPA)

Chelsea HenryDirector, Product Strategy Quicken Loans

#13 Forbes Best Employers for Women

Henry KimSenior Director, Digital Audience Strategy Caesars Entertainment

#1550 Forbes Global 2000

Roger Lee Director of Customer Success Gridspace

Casey MacMillanTrade Manager Whirlpool

#482 Forbes World’s Best Employers

Trina Martin Corporate VP, Service Strategy New York Life

#69 Fortune 500

Judi Hand Chief Revenue Officer TTEC

Erica Javellana Speaker of the House Zappos Insights

Jim KukralAuthor Unskippable

CCW Influencer

Russell LolacherWeb and Social Media Services Expert CCW Influencer

Beth Marchetti Director of Customer Support Clearent

Marvin Hamilton VP, People Conde Nast

#402 Forbes America’s Best Mid-Sized Employers

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Christopher Mulligan Chief Executive Officer TalentKeepers

Kay PhelpsSenior Manager 8x8

Justin Reilly Former Head of CX Innovation Verizon Fios

Debra Heim Telecommunication Call Center Manager State University College at Oneonta

John Pompei Head of Player Experience Operations Electronic Arts

#291 Forbes America’s Largest Public Companies

Tim Richter Director, Contact Center Product Marketing 8x8

John Ngo Customer Experience Management Sun Basket

Becky Ploeger VP Sales & Strategy USAA

Carolyn ReipeSales Executive GES

Donna McNeilCOO GreenPath

Jake Petersen SVP, Operations MoviePass

Jonathan Pritchard Product Writer, Trainer 365 Cannabis

Leigh Roach Customer Service Manager Johnston & Murphy

Mario Matulich Executive Director Customer Management Practice

Dan Rood VP, Product Marketing Genesys

Thom San FilippoVP, Customer Service and Experience Design Dow Jones

#1642 Forbes Global 2000

Brandon Rowe Senior Manager, Product Marketing, WFO Opentext

Kim RosenlundVP, Marketing and Customer Experience United Dental Partners

Robert Settembro SVP Operations Elements Massage

Charles Ryan Minton Author Thanks For Coming In Today

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Kendyl Skinner Manager, Workplace Experience & Communications BARK

Lisa StonerGlobal Head of Support Operations Uber

#50 Forbes America’s Largest Private Companies

Kirsty TraillVP, Customer Hootsuite

#70 Forbes Cloud 100

Devon WesterholmDirector of CX Dropbox

Brent SparksDirector, Self-Service Channels in Global Operations Paypal

#5 Forbes Top Regarded Companies

Kristen Swanson, Ed.DHead of Operations, Google Image Search Google

#2 Forbes The World’s Most Valuable Brands

Karen WalkerDirector, Customer Care Anthem

#29 Fortune 500

Stacy SmithSVP, Contact Center Director Hancock Whitney Bank

Anita SwamyVP, Customer Experience Manulife

#184 Forbes Global 2000

Joshua TyeDirector, Customer Experience Compass Group

#517 Forbes Global 2000

Jeremiah Webb President Shop On Fire

Remus SiclovanCustomer Experience/Business Application Integration MedImpact Health System

Calvin St. JusteCOO Global Fraud Morgan Stanley

#20 Forbes Global 2000

Theresa TisdaleFormer Vice President Wyndham Destinations

Anthony WeinbergVP of Call Center Operations Dream Center Education Holdings

Michele Shuster Partner Mac Murray & Shuster LLP

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