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

Meet the Speakers

2017 Keynotes


Peter Guber
Peter Guber
Executive. Entrepreneur. #1 NYT Best Selling Author, Chairman and CEO
Mandalay Entertainment
Jeff James
Jeff James
Vice President and General Manager
Disney Institute
 Thomas M.  Feeney
Thomas M. Feeney
President and Chief Executive Officer
Safelite Group
Lili Tomovich
Lili Tomovich
Chief Experience and Chief Marketing Officer
MGM Resorts International
Cecilia  McKenney
Cecilia McKenney
Executive Vice President and Chief Customer Officer
Frontier Communications
Deepak Sharma
Deepak Sharma
Chief Digital Officer
Kotak Mahindra Bank Limited
Barbara Barnard
Barbara Barnard
SVP, U.S. Commercial
Carlson Wagonlit Travel
Susan  Poulton
Susan Poulton
Chief Digital Officer
The Franklin Institute
Jon  Robertson
Jon Robertson
Chief Customer Officer
Desk Yogi
Patrick Duffy
Patrick Duffy
(Former) Chief Experience Officer
Diamond Resorts International
Celika  Caldwell
Celika Caldwell
Vice President, Customer Experience Design
AARP
Michelle  Musgrove
Michelle Musgrove
Vice President of AARP Experience Strategy
AARP
Gail L. Smith
Gail L. Smith
Chief Customer Officer
MetroPlus Health Plan

2017 Speakers


Ryan  Barth
Ryan Barth
Vice President
USAA
Kim Dans
Kim Dans
Vice President U.S. Operations & Member Experience
Weight Watchers International Inc.
Alisa Mann
Alisa Mann
Chief Customer Officer - Director, Customer Care and Field Services
Las Vegas Valley Water District
Phyliss  Batson
Phyliss Batson
VP of Customer Engagement and Care
CPS Energy
Deborah Alvord
Deborah Alvord
WW Director of Services - Customer Experience
Lenovo
Dan Rood
Dan Rood
Senior Director of Marketing
Genesys
Becca J. Wahlquist
Becca J. Wahlquist
Partner
Shell & Wilmer
Bob Azman
Bob Azman
Vice President, Traveler Services, Americas and Global
Carlson Wagonlit Travel
Kathryn  Busch
Kathryn Busch
Senior Vice President, Consumer Deposits
BofI Federal Bank
Gordon  Clinkscale
Gordon Clinkscale
Vice President, Customer Care
Freedom Mortgage Corporation
Steve Copeland
Steve Copeland
Director, Shared Services and Customer Experience
Just Energy
Chris Crowley
Chris Crowley
Chief Sales & Marketing Officer
Alorica
Jaysa  Boyer
Jaysa Boyer
National Director of Corporate Alliance and Career Services
Ultimate Medical Academy
Keith  Brannan
Keith Brannan
Chief Marketing Officer
Kasasa
Michele  Dobnikar
Michele Dobnikar
EVP, Global Customer Care
PGI
Doug Dopita
Doug Dopita
Regional VP, Enterprise Sales
Five 9
 Kristine  Poznanski
Kristine Poznanski
Head of U.S. Customer Solutions Center
MetLife
Darryl  Flores
Darryl Flores
Vice President
Freedom Mortgage Corporation
 Paul   Rydeen
Paul Rydeen
ESC Program Manager
NASA Shared Services Center
Tanya  Gantzer
Tanya Gantzer
SVP of Client, University & Marketing
Education at Work
Kerri  Schewe
Kerri Schewe
Vice President of People & Culture
MTM, Inc.
Hal  Granoff
Hal Granoff
Authentication Evangelist
Early Warning Services
Hilary Hahn
Hilary Hahn
Vice President, Employee Experience, Creative Strategies, & ClientCARE
Frontier Communications
Troy Shaffer
Troy Shaffer
VP Contact Center Operations
SCAN Health Plan
Suzanne  Henricksen
Suzanne Henricksen
Senior Director Of Brand Insights and Digital Insights and Consumer Affairs
The Clorox Company
Tiago Paiva
Tiago Paiva
CEO & Co-Founder
Talkdesk
Noel Holmes
Noel Holmes
Vice President Customer Experience
Travelport
Ted Hunting
Ted Hunting
Vice President, Marketing
Genesys
Joe Macchiarella
Joe Macchiarella
VP of Technical Support
Stratix Corporation
Abhijit Mitra
Abhijit Mitra
General Manager, Customer Service Management
ServiceNow
Josh Sexton
Josh Sexton
Manager, Customer Relations,
Liberty Utilities - Central
Edmundo Hidalgo
Edmundo Hidalgo
Vice President, Outreach & Partnerships
Arizona State University
JC Quintana
JC Quintana
Professor, Strategy and Innovation
Rutgers University Center for Innovation Education
Steve Prodger
Steve Prodger
Senior Vice President of Sales
SmartAction
Paulette Sproul
Paulette Sproul
Director Customer Care (California)
Liberty Utilities
Kimberly Warrick
Kimberly Warrick
Director of Client Services
New Jersey Shares
Tom Lewis
Tom Lewis
CEO
SmartAction
Jim Rembach
Jim Rembach
Host
Fast Leader Show Podcast
Jim White
Jim White
VP of Customer Experience
Symphony Post Acute Network
Gadi Shamia
Gadi Shamia
Chief Operating Officer
TalkDesk
Kathy Hutchens
Kathy Hutchens
Vice President, Patient Engagement - Rees-Stealy Medical Centers
Sharp HealthCare
Wilfred Busby
Wilfred Busby
Senior Vice President, Enterprise Contact Center
ALSAC/ St. Jude Children’s Research Hospital
Chris Bauserman
Chris Bauserman
VP Product Marketing
inContact
Ian Ashby
Ian Ashby
Senior Vice President
Epicor
Callan Schebella
Callan Schebella
Chief Executive Officer
Inference Solutions
Jose Aguilera
Jose Aguilera
Sr. Operations Manager
Mobile Mini
Joe Herdt
Joe Herdt
EVP of Global Customer Support
DUFL
John Martino
John Martino
Director / Head of BCUS WFMi
Barclaycard U.S.
Keith Pearce
Keith Pearce
VP Product & Solution Marketing
Salesforce
Harry Rollason
Harry Rollason
Senior Marketing Manager
Conversocial
Monica Korber
Monica Korber
Vice President
Conduent
Kelli Barbasz
Kelli Barbasz
Vice President Customer Care
National Notary Association
Stephen Knowles
Stephen Knowles
Managing Director of Customer Service
Air Canada
Lynn Salmon
Lynn Salmon
Chief Marketing Officer
Inference Solutions
Holly Simmons
Holly Simmons
Global Product Marketing, Customer Service Management
ServiceNow

2017 Workshop Leaders


Mark Belcher
Mark Belcher
Vice President Operations, Client Services, and Business Development
SPi Global
Jim Iyoob
Jim Iyoob
EVP of Customer Experience
Etech Global Services
Christopher Mulligan
Christopher Mulligan
Founder and Chief Executive Officer
TalentKeepers
Roger Lee
Roger Lee
Principal Evangelist, WFO
OpenText
Ryan Patin
Ryan Patin
Solutions Consultant
Oracle
Stephen Bell
Stephen Bell
Senior Director of Product Marketing for Service Cloud
Salesforce
 Derek  Corcoran
Derek Corcoran
Director
Scorebuddy
Darrin Briggs
Darrin Briggs
President and CEO
Snowfly
Denise Pullen
Denise Pullen
Head of Operations Design and Learning
Hyatt
Harvey  Livingston
Harvey Livingston
Regional Vice President - OBTM-Web Center
AT&T
Matt Rocco
Matt Rocco
President and COO
Etech Global Services
Kaylene Eckels
Kaylene Eckels
Chief Operating Officer
Etech Global Services
Matthew Clare
Matthew Clare
Product Manager, MiContact Center Solutions
Mitel

2017 Site Tour Experience Leaders


Osmar  Blanco
Osmar Blanco
Premier Support Solutions, Senior Director of Operations
Asurion
Rodney  Hubbard
Rodney Hubbard
HR Business Partner
Asurion
Erica Javallena
Erica Javallena
Speaker of the House
Zappos Family of Companies
Marc Heitzman
Marc Heitzman
Site Director
TELUS International
Christopher Singer
Christopher Singer
VP Patient Experience
OptumCare, Part of United Healthcare Group
Kevin Bottoms
Kevin Bottoms
Global VP, Business Development
TELUS International

2017 Master Class Leaders


Christopher Keenan
Christopher Keenan
Head, Worldwide Medical Contact & Insights
Bristol-Myers Squibb
Scott Darrohn
Scott Darrohn
Big Tuna/COO
Fishbat
Jesse Hoobler
Jesse Hoobler
Global Director, Worldwide Software Support
Pitney Bowes
Michael Klein
Michael Klein
Director Industry Strategy - Retail
Adobe
Cippy Seidler
Cippy Seidler
Director, Consumer Care Center
Banner Health

2017 Call Center Excellence Awards - Celebrity Guest


Mat Franco
Mat Franco
Celebrity Magician & Winner of America's Got Talent Season 9

Advisory Board


Becky Ploeger
Becky Ploeger
Vice President Of Contact Centers
Express Scripts
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
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
Steve Prodger
Steve Prodger
Senior Vice President, Customer Experience and Innovation
SmartAction
Kevin Bottoms
Kevin Bottoms
Global VP, Business Development
TELUS International
Jeanne Bliss
Jeanne Bliss
President
CustomerBliss
Heather Magaha
Heather Magaha
SVP, National Client Services Manager
Wells Fargo Bank
Sarah Patterson
Sarah Patterson
SVP Service Cloud Product Marketing
Salesforce
Colleen Beers
Colleen Beers
Senior Vice President of Operations
Alorica
Bob Azman
Bob Azman
Vice President, Traveler Services, Americas and Global
Carlson Wagonlit Travel
Cheryl China
Cheryl China
SVP, Head Of Contact Center Specialized Teams
Citizens Bank
Al Cook
Al Cook
Product Director and Head of Contact Center Business
Twilio
John Pompei
John Pompei
Head of Customer Care Operations WW
Electronic Arts (EA)