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

Meet the Speakers

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

Past Key Speakers Included:


Chip Conley
Chip Conley
Head of Global Hospitality & Strategy
Airbnb
Matt Dixon
Matt Dixon
Author, The Effortless Experience
CEB
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

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

Speaker


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
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