17th Annual Call Center Week

June 27 - July 01, 2016

Las Vegas, NV

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Meet the Speakers

Call Center Week shares inspirational stories of customer-centric leadership, innovation, growth and transformation. This year’s speaker faculty features inspiring leaders who share their journey towards customer service excellence. Make sure to download the agenda or email us for a copy.

Speakers

   Kellie Adlof
Kellie Adlof
Vice President Service Operations
Cigna
   Jean Alain Rodriguez
Jean Alain Rodriguez
Secretary of State, Executive Director of the Exports & Investment
CEI-RD
   Chris Albro
Chris Albro
VP Customer Engagement
Zendesk
   Matt Allred
Matt Allred
Senior Vice President
Citi
   Lou Altman
Lou Altman
CEO, Lead Trainer
Next Level
   Deborah Alvord
Deborah Alvord
Global CX Transformation
Hewlett Packard
   Dawn Ambroise
Dawn Ambroise
Quality Assurance & Training Manager
Viator
   Mayur Anadkat
Mayur Anadkat
Director of Product & Solution Marketing
Five9
   Joseph Arsenault
Joseph Arsenault
Senior Director
Time Warner Cable
 
Levent Arslan
CEO
Sestek
   Mike Ashe
Mike Ashe
Vice President
Mattersight
   Robert Azman
Robert Azman
Chief Experience Officer
Avtex Consultiung Solutions, Inc
   Ralph Barletta
Ralph Barletta
EVP and Co-Founder
Knoah Solutions
   Curt Behle
Curt Behle
ITSM Leader
Zions Bancorp
   Mark Belcher
Mark Belcher
VP of Client Services
SPi Global
   Eric Berg
Eric Berg
Co-Founder and Treasurer
Midwest Contact Center Assoication
   Shai Berger
Shai Berger
CEO
Fonolo
   Julie Bergstedt
Julie Bergstedt
VP, Personal Lines Services Operations, Member Solutions - Service
Nationwide Insurance
   Paul Bernardo
Paul Bernardo
Director IT
OnBrand 24
   Kevin Blackburn
Kevin Blackburn
Sr Manager
Express Scripts
   Stephen Bland
Stephen Bland
Agent Care Manager
CNO Financial Group
   Patrick Botz
Patrick Botz
Vice President-Workforce Optimization
VPI
   Rob Brazier
Rob Brazier
Director Product Management
Twilio
   Ben Chacko
Ben Chacko
Operational Planning & Strategy
Harte Hanks
   Steve Chambers
Steve Chambers
Senior Dir. of Patient Service Center Operations
Sutter Physician Services
   Patrick Cheeseman
Patrick Cheeseman
VP, Customer Experience
HotelTonight
   Steve Chirokas
Steve Chirokas
Vice President of Marketing
Voltdelta
   Richard Coakley
Richard Coakley
Vice President
Rockland Trust
   Chris Crowley
Chris Crowley
Chief Sales & Marketing Officer
Alorica
   Greg Cummings
Greg Cummings
Director of Solutions Consulting
VPI
 
Jana Dean
Director, Las Vegas Customer Contact Center
Williams Sonoma
   Brandon Dennis
Brandon Dennis
Knowledge Manager, Enterprise Knowledge Management
Apollo Education Group
   Jason Domsky
Jason Domsky
Principal Solutions Architect
MicroAutomation
   Stephanie Dorman
Stephanie Dorman
VP, Support And Training
Mediaocean
   Richard Dresden
Richard Dresden
Executive Vice President of Sales
Mattersight
   Deena Ebbert
Deena Ebbert
FISH! Philosopher
ChartHouse Learning Inc
   Laurel Elmore
Laurel Elmore
Assistant Vice President of Business Technology
Nationwide Insurance
   Scott Fischer
Scott Fischer
Chief Operating Officer
MicroAutomation
   David Freedman
David Freedman
Director IT Customer Service
GE Capital Americas
   Fran Haas
Fran Haas
COO
American Support
   Rhonda Hammond
Rhonda Hammond
Vice President, Corporate Operations
TriWest HealthCare Alliance
   Eric Head
Eric Head
Senior Director
ForeSee
   Paul Henderson
Paul Henderson
Chief Marketing Officer
HeyWire
   Matt Holbrook
Matt Holbrook
Senior Contact Solutions Architect
CDW
   Paul Johns
Paul Johns
Chief Marketing Officer
Conversocial
   Jessica Kaufman
Jessica Kaufman
Senior Manager Operations
Blue Shield of CA
   Damian Kelly
Damian Kelly
Vice President of Sales and Marketing
SpeechStorm Ltd.
   Wasif Khan
Wasif Khan
CIO
Invenio Marketing
   Molly Kittle
Molly Kittle
Vice President of Digital Strategy
Bunchball
   Dan Klimpel
Dan Klimpel
Manager
Genesys
   Mindy Lamb
Mindy Lamb
Head of Operating Effectiveness - Customer Experiences
Cigna
   Terry Lang
Terry Lang
Vice President and National Operations Manager
Comerica Bank Inc
   Hector Larrazabal
Hector Larrazabal
VP Marketing
John Keells BPO Solutions
   Carol Leaman
Carol Leaman
CEO
Axonify
   Robert LoCascio
Robert LoCascio
Founder and Chief Executive Officer
LivePerson Inc
   Darren Lyons
Darren Lyons
Senior Director of Consumer Direct Operations
Teleflora
 
Joe Macchiarella
VP of Technical Support
Stratix Corporation
   Diane Magers
Diane Magers
Office Of The Customer
AT&T Business Services
   Fabrice Martin
Fabrice Martin
VP Product Management
Clarabridge
   Hayley McCarthy
Hayley McCarthy
Chief Marketing Officer
FuturePerfect
   Thomas McCoy
Thomas McCoy
Executive Director
Employee Engagement Institute
   Steve McMillan
Steve McMillan
Executive Director, Enterprise Knowledge Management
Apollo Education Group
   Cindy Miller
Cindy Miller
Global Leader of Customer Service
Quick International Courier
   Todd Miller
Todd Miller
Director Of Customer & Technical Support
Ricoh Americas Corporation
   Troy Mills
Troy Mills
Divisional Vice President of Customer Care Operations
Walgreens
   Chris Moore
Chris Moore
VP OTT Trends
Nexmo
   Scott Morrison
Scott Morrison
Director of Operations
Sutter Physician Services
   Colleen Mullens
Colleen Mullens
Senior Vice President of Customer Care
Asurion
   Christopher Mulligan
Christopher Mulligan
Chief Executive Officer
TalentKeepers
   James Nagle
James Nagle
Vice President, Card Services
Kohl's Department Stores, Inc.
   Tiffany Newberry
Tiffany Newberry
Contact Center Manager
Viator, Part of the TripAdvisor Family
   Eric Newton
Eric Newton
Service Guru
CareerBuilder
   Rachel Nichols
Rachel Nichols
Call Center Manager
Viator
 
Leslie Noffsinger
General Manager Customer Service
Williams Sonoma Inc
   Lynn Olson
Lynn Olson
Director of Sales and Marketing
Performance Technology Partners, LLC
   Anne Pacifico
Anne Pacifico
Vice President of Sales and Marketing
Castel Communications
   Tiago Paiva
Tiago Paiva
CEO & Co-Founder
Talkdesk
   Oz Pearlman
Oz Pearlman
World Renowned Magician & Mentalist
Magician and Mentalist
   Kai Petzelt
Kai Petzelt
Senior Director, Product Marketing
SAP
   Sue Peyer
Sue Peyer
Director National Sales Quality & Process
Cox Communications
   Steve Pfeilsticker
Steve Pfeilsticker
Business Systems Analyst
Express Scripts
   Becky Ploeger
Becky Ploeger
Vice President of Digital Commerce Customer Care
Kohl's Department Stores, Inc.
   Jacqueline Potts
Jacqueline Potts
Engagement Lead
Convergys Analytics
   Lora Reinhardt
Lora Reinhardt
Professional Leadership Trainer
Bluegreen Vacations
   Patrick Reynolds
Patrick Reynolds
Vice President
Etech Global Services
   Stephen Riddell
Stephen Riddell
Chief Sales Officer
Blinds.com, a Home Depot Company
   Brian Salvatori
Brian Salvatori
Vice President of Customer Experience
SPi Global
   Adam Schmitt
Adam Schmitt
Director, Omni-Channel Agent Tools
Macys Inc
   Dustin Schodt
Dustin Schodt
Director Customer Contact Center
Blood Systems
 
Jan Schollmeier
Contact Center Manager
Viator
   Cippy Seidler
Cippy Seidler
Director of Call Center
Banner Health System
   Josh Sexton
Josh Sexton
Customer Care Manager
Liberty Utilities - Central
   Tony Simek
Tony Simek
Enterprise Architect
Genesys
   Brian Spencer
Brian Spencer
VP Contact Center Sales, Americas
Mitel
   Ken Sponsler
Ken Sponsler
Vice President & General Manager, Direct Marketing
Compliance Point
   Tim Stacey
Tim Stacey
Dir. Contact Center Strategy & Operations
Lending Tree
   Ken Stellon
Ken Stellon
Executive Vice President
Frontline Performance Group
   Chad Svihel
Chad Svihel
Director, Enterprise Products
eBay
   Ryan Swanger
Ryan Swanger
SVP Sales
Mattersight
   Dave Tainton
Dave Tainton
Business & Channel Development Manager
BSkyB
   Michael Taylor
Michael Taylor
Senior Director Customer Success & Support
CareerBuilder
   Oliver Taylor
Oliver Taylor
Director of Customer Success
Clicktools
   Geoffrey Toffetti
Geoffrey Toffetti
President
Frontline Performance Group
   Thomas Tritten II
Thomas Tritten II
WFM Solutions Architect
Genesys
   Isabelle Vautier
Isabelle Vautier
Head of Innovation
EDF Research and Development
   Chris Vennard
Chris Vennard
Global Expert
Google
   Alexander Wareham
Alexander Wareham
Planning And Analytics Manager
aaa
   Kimberly Warrick
Kimberly Warrick
Client Service Center Manager
New Jersey Shares
   Robert Webb
Robert Webb
Vice President of Sales
Pipkins
   Troy White
Troy White
Service Delivery Executive
World Bank
   Matt Willbanks
Matt Willbanks
CEO, Co-Founder
HelpSocial, Inc.
   Chris Wintermeyer
Chris Wintermeyer
Chief Advocate
Domo
   Randy Woehl
Randy Woehl
Management of Org. Development and HR
Cartwright Companies
   John Wolf
John Wolf
Chief Marketing Officer
Intradiem
   Chad Wright
Chad Wright
Chief Technology Officer
MicroAutomation
   Todd Young
Todd Young
Senior Director
Ferguson Enterprises Inc

Keynote speakers

   Alexis Chapman
Alexis Chapman
Director of Operations
One Kings Lane
   Teresa Chipps
Teresa Chipps
VP Marketing
Western Union
   Chris Gillen
Chris Gillen
Vice President, Asset Protection and Customer Care
ToysRUs
   Leo Minervini
Leo Minervini
Chief Information Officer
Carlos Bakery
   Nell Williams
Nell Williams
Senior Vice President of Global Sales and Customer Care
Marriott International
  DRUM CAFE
DRUM CAFE YOU are the Keynote!
A Transformative Experience
DRUM CAFE

Chairperson

   Gary Barnett
Gary Barnett
SVP and GM Engagement Solutions
Avaya

Download the Agenda

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