June 26-30, 2017
The Mirage, Las Vegas, NV

Meet the Speakers

Keynote Speakers

   Chip Conley
Chip Conley
Head of Global Hospitality & Strategy
Airbnb
   Matt Dixon
Matt Dixon
Author, The Effortless Experience
CEB
   Julie Hamilton
Julie Hamilton
Global Chief Customer & Commercial Leadership Officer
The Coca-Cola Company
   Martin Hand
Martin Hand
Chief Customer Officer
St. Jude Children's Research Hospital
   Tony Hsieh
Tony Hsieh
CEO
Zappos.com
   George Larribas
George Larribas
Executive Vice President & Head of Treasury Management Client Delivery
Wells Fargo
   Christopher B. Smith
Christopher B. Smith
Executive Vice President and Head of Global Operations
MetLife
   Bob Taylor
Bob Taylor
Chief Customer Officer
Samsung SDS America

Speakers

   Maryellen Abreu
Maryellen Abreu
Vice President, Customer Care
Savant Systems
   Ed Albrektsen PMP
Ed Albrektsen PMP
Supplier Relations, Lead Auditor
McKesson Specialty Health
   Jason Alley
Jason Alley
Senior Product Marketing Manager
Interactive Inteligence
   Ed Ariel
Ed Ariel
Vice President of Customer Service
ezCater
   Ralph Barletta
Ralph Barletta
EVP & Co-Founder
Knoah Solutions
   Stephen Bell
Stephen Bell
Senior Director of Product Marketing for Service Cloud
Salesforce
   Eric Berg
Eric Berg
Vice President
AllCalls Call Center Outsourcing
   Curtis Bingham
Curtis Bingham
Founder and Executive Director
Chief Customer Officer Council
   Kevin Blackburn
Kevin Blackburn
Innovation & Technology Guru
Express Scripts
   Kevin Bottoms
Kevin Bottoms
Global VP, Business Development
Telus International
   Keri Brooke
Keri Brooke
Senior Director, Product Marketing
Salesforce
   Klaus Buellesbach
Klaus Buellesbach
Director, Ace Care Center & Tech Services
Ace Hardware
   Joann R. Butler
Joann R. Butler
Customer Relations Innovation Officer
WSSC
   Ronna Caras
Ronna Caras
President
Caras Training
   Colleen Cieslinski
Colleen Cieslinski
Director of External Services
University of Rochester Medical Center
   Beverly Cobb
Beverly Cobb
President
Alliance-Compliance
   Aarde Cosseboom
Aarde Cosseboom
Senior Director, World Wide Customer Care
Cornerstone On Demand
   Lindsey Croy
Lindsey Croy
HR Manager
Whirlpool
   Elie Dakwar
Elie Dakwar
Contact Center Director
Bookit.com
   Cora Danielson
Cora Danielson
Senior Director National Service Center
GES
   Betty DeVere
Betty DeVere
Vendor Manager
Samsung
   Doug Dopita
Doug Dopita
Regional VP, Enterprise Sales
Five 9
   Andrew Fazio
Andrew Fazio
Director, BPO & Hospitality
C&W Business
   Gregg Fernandes
Gregg Fernandes
Vice President, Customer Care And Logistics
The Washington Post
   RJ Gazareck
RJ Gazareck
Solutions Marketing Manager
XO Communications
   Glenn Gemmill
Glenn Gemmill
Vice President, Contact Centers
Coca-Cola Refreshments
   Sue Gilkey-Martin
Sue Gilkey-Martin
Global Vice President of Customer Service
Newegg
   Shelia Glenn
Shelia Glenn
Manager of National Service Center
GES
   Jason Goodroe
Jason Goodroe
Second Vice President, Customer Service Center
Aflac
   Jerry Grassi
Jerry Grassi
VP, Sales
Skuid
   Jawana Gutierrez
Jawana Gutierrez
Vice President, Customer Care Services
Austin Energy
   Lea Harpster
Lea Harpster
Vice President of Customer Support
Thomson Reuters
   Donna Harris
Donna Harris
Vice President, Customer Solution Manager
Bank of New Hampshire
   Volker Hildebrand
Volker Hildebrand
Global VP Strategy
SAP
   Richard Holdaway
Richard Holdaway
Account Executive
Verint
   David Huang
David Huang
Principal Program Director
Microsoft
   Ted Hunting
Ted Hunting
Vice President, Marketing
Genesys
   Kathy Hutchens
Kathy Hutchens
Vice President, Patient Engagement - Rees-Stealy Medical Centers
Sharp HealthCare
   Victor Janey
Victor Janey
Senior Operations Director
General Dynamics Information Technology
   Mary Beth Jenkins
Mary Beth Jenkins
Chief Operating Officer
UPMC Health Plan
   David John
David John
Executive Vice President
LTD Financial
   Paul Johns
Paul Johns
Chief Marketing Officer
Conversocial
   Steve Kaay
Steve Kaay
Vice President, Global Call Center Ops
US Auto Parts
   Christopher Keenan
Christopher Keenan
Head, Worldwide Medical Contact & Insights
Bristol-Myers Squibb
   Barbara King
Barbara King
Senior Director
Verascape
   Chuck Koskovich
Chuck Koskovich
Global Customer Care Lead
Xerox
   Jim Kraeutler
Jim Kraeutler
VP, Innovation Management
Genesys
   Matt Kresch
Matt Kresch
Director of Product Marketing - Service
Microsoft
   Robert Lachance
Robert Lachance
Manager of Client Services
Ontario College of Teachers
   Terry Lang
Terry Lang
Vice President, Retail Customer Contact Center, National Operations Manager
Comerica Bank
   Eric Lange
Eric Lange
Vice President, Customer Experience
Flipkart
   Dustin Laun
Dustin Laun
Senior Advisor for Innovation & Technology
Federal Communication Commission (FCC)
   Roger Lee
Roger Lee
Principal Evangelist, WFO
OpenText
   Jean Lemyre
Jean Lemyre
Director of Customer Centres and Customer Relations
VIA Rail Canada
   Gordon Littley
Gordon Littley
Managing Director, Customer Experience Practice
Verizon
   Diane Magers
Diane Magers
Office Of The Customer
AT&T Business Services
   Randy Maples
Randy Maples
B2C Quality and Training Manager
Whirlpool
   Kelly Marchant
Kelly Marchant
Experience Center Director
Delta Air Lines
   Manny Marrero
Manny Marrero
Senior Sales Trainer
Getaroom
   Fabrice Martin
Fabrice Martin
VP Product Management
Clarabridge
   John Martino
John Martino
Director / Head of U.S. Workforce Management
Barclaycard
   Flavio Martins
Flavio Martins
Vice President of Customer Support
DigiCert
   Lauren Maschio
Lauren Maschio
Product Marketing Manager
NICE
   Abhinav Mathur
Abhinav Mathur
Senior Director, Customer Care
Audible, an Amazon Company
   Ken McElrath
Ken McElrath
Co-Founder and CEO
Skuid
   Joe McLaughlin
Joe McLaughlin
Vice President Operations and Technology
AAA Western and Central NY
   Donna Meadows
Donna Meadows
Sr Manager, Remote Agents
United Airlines
   Mary Mercury
Mary Mercury
Strategic Solutions Manager
Chobani
   Wendy Mikkelsen
Wendy Mikkelsen
Senior Product Marketing Manager
Interactive Intelligence
   Jeff Miller
Jeff Miller
VP Sales & Support
Blinds.com
   Troy Mills
Troy Mills
Divisional Vice President of Customer Care Operations
Walgreens
   Marcus Minzlaff
Marcus Minzlaff
Head of Customer Services
TUI Group
   Kate Mirkin
Kate Mirkin
Senior Manager, Product Marketing
Salesforce
   Misti Mostiller
Misti Mostiller
Executive Vice President, Director Consumer Strategy & Innovation
Extraco Banks
   Patrick O’Grady
Patrick O’Grady
Director of Consumer Technical Support
CenturyLink
   Glynda Pace
Glynda Pace
Engagement Center Director
Delta Air Lines
   Anne Pacifico
Anne Pacifico
VP Sales & Marketing
Castel Communications
   Jay Palumbo
Jay Palumbo
Vice President, Patient Care
Progyny
   Ryan Patin
Ryan Patin
Solutions Consultant
Oracle
   Steve Pfeilsticker
Steve Pfeilsticker
Business Systems Analyst
Express Scripts
   Kevin Pitts
Kevin Pitts
Director, Product Marketing, Enterprise Networks
Oracle
   Arvin Pleima
Arvin Pleima
Director of Customer Service and Logistics
Pella Corporation
   Pam Plyer
Pam Plyer
Executive Practice Lead
Northridge Group
   Eric Rasmussen
Eric Rasmussen
Vice President of Market Research
Groupon
   Carolynn Repie
Carolynn Repie
Sales Executive
GES
   Sean Rivers
Sean Rivers
Head of Operations Technology
Republic Wireless, a Division of Bandwidth
   Dan Rood
Dan Rood
Senior Director of Marketing
Interactive Intelligence
   Louis Ross
Louis Ross
Former Vice President, Customer Service
Beachbody
   Russell Rossi
Russell Rossi
Corporate Vice President
New York Life
   Lisa Roth
Lisa Roth
Executive Leader, Program Support
Elevate Energy
   Aaron Seabaugh
Aaron Seabaugh
VP Information Technology and Client Solutions
Alorica
   Josh Sexton
Josh Sexton
Director, Customer Care
Liberty Utilities
   Stephanie Shaffer
Stephanie Shaffer
Product Leader, Customer Experience Platform
Asurion
   Irv Shapiro
Irv Shapiro
CEO
DialogTech
   Tony Simek
Tony Simek
Enterprise Architect
Genesys
   Janet Song
Janet Song
Chief Customer Officer
Dollar Shave Club
   Ryan Swanger
Ryan Swanger
Senior Vice President Sales
Mattersight
   Jeff Thompson
Jeff Thompson
CTO and SVP of Engineering
LiveOps Cloud
   Jim Thomsen
Jim Thomsen
Vice President Of Customer Care
Sign-Zone
   Byron Townsend
Byron Townsend
Project Manager, Operations
Houghton Mifflin Harcourt
   Tom Tseki
Tom Tseki
Vice President
Lionbridge
   Rich Van Eaton
Rich Van Eaton
Director of Sponsor and Donor Relations
Compassion International
   Becca J. Wahlquist
Becca J. Wahlquist
Partner
Shell & Wilmer
   Laurie Walter
Laurie Walter
Operations Manager
Whirlpool Corporation
   Alexander Wareham
Alexander Wareham
Planning, Quality, and Analytics Leader - NY
AAA
   Kimberly Warrick
Kimberly Warrick
Director of Client Services
New Jersey Shares
   Mike Wittrock
Mike Wittrock
SVP, Customer Care - AT&T Entertainment Group
AT&T
   Jon Wolske
Jon Wolske
Culture Evangelist
Zappos
   Diane Zilko
Diane Zilko
Vice President of Revenue Cycle Operations
UPMC

Advisory Board

   Colleen Beers
Colleen Beers
SVP Strategic Accounts
Alorica
   Steve Blessing
Steve Blessing
Senior Vice President
Capital One Bank
   Shawn Castle
Shawn Castle
Manager of Valvoline and VIOC Support Center
Valvoline
   Pamela Deforce
Pamela Deforce
Field Marketing Manager
Twilio
   Jennifer Hanson
Jennifer Hanson
Senior Director, Target.com Guest Services & GiftCard Operations
Target
   Ted Hunting
Ted Hunting
Vice President, Marketing
Genesys
   Mary Beth Jenkins
Mary Beth Jenkins
Chief Operating Officer
UPMC Health Plan
   Kirk Laughlin
Kirk Laughlin
Managing Director
Customer Experience Report/Nearshore Americas
   Troy Mills
Troy Mills
Divisional Vice President of Customer Care Operations
Walgreens
   Docia Myer
Docia Myer
Vice President of U.S. Financial Sales
CPI Card Group
   Becky Ploeger
Becky Ploeger
Vice President Of Contact Centers
Express Scripts
   Steve Prodger
Steve Prodger
Senior Vice President of Sales
SmartAction
   Kimberly Smith
Kimberly Smith
Senior Group Manager
Microsoft

Workshop Leaders

   Deborah Alvord
Deborah Alvord
Global CX Transformation
Hewlett Packard
   Mark Belcher
Mark Belcher
Vice President Operations, Client Services, and Business Development
SPi Global
   Gratia Carver
Gratia Carver
Head, Customer Experience Portfolio Management
Allegion
   Joe Dickerson
Joe Dickerson
User Experience Lead, Author Technologist
Microsoft
   Jim Iyoob
Jim Iyoob
EVP of Customer Experience and Operational Excellence
Etech Global Services
   Carol Leaman
Carol Leaman
CEO
Axonify
   Alisa Mann
Alisa Mann
Chief Customer Officer - Director, Customer Care and Field Services
Las Vegas Valley Water District
   Tricia Morris
Tricia Morris
Sr. Product Marketing Manager
Microsoft
   Christopher Mulligan
Christopher Mulligan
Founder and Chief Executive Officer
TalentKeepers
   Stephen Riddell
Stephen Riddell
Chief Sales Officer
Sprint
   Genel Salazar
Genel Salazar
Customer Care Supervisor
Las Vegas Valley Water District
   Brian Spencer
Brian Spencer
VP Contact Center Sales, Americas
Mitel
   Cassandra St. Louis
Cassandra St. Louis
User Experience Architect
Microsoft
   DeLania Truly
DeLania Truly
Vice President of Sales, Central Region
CUNA Mutual Group
   Alon Waks
Alon Waks
Head of Global Marketing
LivePerson
   Wynton Ward
Wynton Ward
Customer Service Supervisor
Las Vegas Valley Water District