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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
Tom  Weiland
Tom Weiland
VP Worldwide Customer Service
Amazon
Jeff James
Jeff James
Vice President and General Manager
Disney Institute
 Thomas M.  Feeney
Thomas M. Feeney
President and Chief Executive Officer
Safelite Group
Cecilia  McKenney
Cecilia McKenney
Executive Vice President, Consumer Sales & Marketing
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
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
Deborah Alvord
Deborah Alvord
WW Director of Services - Customer Experience
Lenovo
Bob Azman
Bob Azman
Vice President, Traveler Services, Americas and Global
Carlson Wagonlit Travel
Gordon  Clinkscale
Gordon Clinkscale
Vice President, Customer Care
Freedom Mortgage Corporation
Steve Copeland
Steve Copeland
Executive Vice President
Executive Energy
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
Darryl  Flores
Darryl Flores
Vice President
Freedom Mortgage Corporation
 Paul   Rydeen
Paul Rydeen
ESC Program Manager
NASA Shared Services Center
Kerri  Schewe
Kerri Schewe
Vice President of People & Culture
MTM, Inc.
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
Noel Holmes
Noel Holmes
Vice President Customer Experience
Travelport
Kelli Barbasz
Kelli Barbasz
Vice President Customer Care
National Notary Association
Joe Macchiarella
Joe Macchiarella
VP of Technical Support
Stratix Corporation
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
Paulette Sproul
Paulette Sproul
Director Customer Care (California)
Liberty Utilities
Kimberly Warrick
Kimberly Warrick
Director of Client Services
New Jersey Shares
Jim Rembach
Jim Rembach
Host
Fast Leader Show Podcast
Jim White
Jim White
VP of Customer Experience
Symphony Post Acute Network
Wilfred Busby
Wilfred Busby
Senior Vice President, Enterprise Contact Center
ALSAC/ St. Jude Children’s Research Hospital
Ian Ashby
Ian Ashby
Senior Vice President
Epicor
Jose Aguilera
Jose Aguilera
Sr. Operations Manager
Mobile Mini
Stephen Knowles
Stephen Knowles
Managing Director of Customer Service
Air Canada
Joe Herdt
Joe Herdt
EVP of Global Customer Support
DUFL
John Martino
John Martino
Director / Head of BCUS WFMi
Barclaycard U.S.
Denise Pullen
Denise Pullen
Head of Operations Design and Learning
Hyatt
Harvey  Livingston
Harvey Livingston
Regional Vice President - OBTM-Web Center
AT&T
Beverly Jackson
Beverly Jackson
VP, Social Portfolio Strategy
MGM Resorts International
Marc Francisque
Marc Francisque
North America Quality Assurance Manager
Airbnb
Heather Miksch
Heather Miksch
Vice President of Field and Product Operations
Carbon3D
Rex Swords
Rex Swords
Vice President, Pharmacy and Retail Operations and Planning
Walgreens
Cathy Bourgeois
Cathy Bourgeois
Senior Director, Contact Center Technology
RBC
Stephen Drew
Stephen Drew
Director, Contact Center Services
Cigna
Petra Wise
Petra Wise
Director Customer Service
ezCater
Kathryn Gillia
Kathryn Gillia
Chief Privacy Officer
Santander Bank
Josh Kyzer
Josh Kyzer
Director of Customer Service
TSheets.com
Lisa Beck
Lisa Beck
Chief Marketing Officer
Enthusias
Jim Tillery
Jim Tillery
Manager, Application Development
Lincoln Financial Group
Rahul  Magan
Rahul Magan
Senior Vice President and Head of Service
MetLife
Greg Antenen
Greg Antenen
Managing Director
Conduent
Chris Dotson
Chris Dotson
Global Director, Player Experience Protection
Electronic Arts (EA)
Jacob Mou
Jacob Mou
MIS and Technical Support
Wells Fargo

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


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
Becky Ploeger
Becky Ploeger
Vice President Of Customer Care
Petsmart
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
Bob Azman
Bob Azman
Vice President, Traveler Services, Americas and Global
Carlson Wagonlit Travel
Sarah Patterson
Sarah Patterson
SVP Service Cloud Product Marketing
Salesforce
Cheryl China
Cheryl China
SVP, Head Of Contact Center Specialized Teams
Citizens Bank
Colleen Beers
Colleen Beers
Senior Vice President of Operations
Alorica
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)
Heather Magaha
Heather Magaha
SVP, National Client Services Manager
Wells Fargo Bank
Jeanne Bliss
Jeanne Bliss
President
CustomerBliss
Janet  Solomon
Janet Solomon
Senior Vice President, Contact Center Executive
SunTrust Bank