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Advisory Board

The CCW advisory board consists of call center, customer experience, marketing and technology executives from established Fortune 500 companies as well as disruptive newcomers.

2025 CCW Advisory Board

DB Banerjee

VP, Strategic Segment

Observe.AI

Natalie Beckerman

Natalie Beckerman

Global Head of Customer Support Operations

IHG Hotels and Resorts

Jeff Beelman

VP, Contact/Service Center

MAXIMUS

Colleen Beers

Former President, Global Head of Trust & Safety

Alorica

Anastasia Bellos

Anastasia Bellos

SVP, Global Market Leader

Alorica

Jaysa Boyer

Head, Employer Engagement

Ultimate Medical Academy

Darnell Brooks

Director, Operations Process and Strategy

The Home Depot

Geoff Burbridge

Geoff Burbridge

Managing Vice President, Customer Channels Horizontal Services

Truist

Tyler Carpenter

Tyler Carpenter

Deputy Chief Information Officer

DC Department of Employment Services

Cheryl China

SVP, Director Retail Servicing

Citizens Bank

Brandon Darrington

Brandon Darrington

VP for Internal Medicine, Executive Administrator for Clinical Affairs and Administration

Emory Healthcare

Shantanu Das

GM, Global Head of Post Order Customer Experience

Wayfair

Michael DeJager

Michael DeJager

Managing Director, Events

Customer Management Practice

Shikha Desai

VP, Operations, Student Resources

UnitedHealthcare

Wes Dudley

VP, Customer Experience

Broad River Retail

Lisa Griffin

VP, Consumer Experience and Clinical Access

University Hospitals

Lance Gruner

CCW Advisory Board Chair | Former EVP, Global Customer Care

Mastercard

Niki Hall

Chief Marketing Officer

Five9

Jennifer Harrington

Jennifer Harrington

VP Marketing, Demand Generation

Genesys

Paul Herman

SVP, Global Digital Transformation

Sprinklr

Shep Hyken

Chief Amazement Officer

Shepard Presentations, LLC

Lydia James

Former AVP, Contact Center Operations and Center of Excellence

Cox Automotive

Baker Johnson

Chief Marketing Officer

UJET

Tanya Johnson

VP Consumer Customer Service

Verizon

Kathy Jumper

Chief Executive Officer

Orange County's Credit Union

Ashley Keating

Director of Events & Field Marketing

CallMiner

Mark Killick

SVP, Experiential Operations

Shipt

Lauren Lee

Director, CX Sales & Strategy

Freshworks

Ishita Matharu

Head of Marketing

Sanas.AI

Mario Matulich

President

Customer Management Practice

Adam McCreery

Director, CX

DraftKings, Inc.

Sean Minter

Founder and CEO

AmplifAI

Sam Nader

Senior Director, Financial Products Service Centers

Target

Thomas Nusspickel

Thomas Nusspickel

Former Chief Operating Officer

American First Finance

Anne Palmerine

VP, Customer Engagement and Enrollment Services

UPMC Health Plan

Ricardo Parodi

VP Customer Experience

Marriott

Amy Payne

VP, Global Customer, Partner & Events Marketing

Talkdesk

Deana Perrin

Former Senior Director, Customer Experience

Blue Shield of California

Becky Ploeger

Global Head of Hilton Reservations and Customer Care

Hilton Worldwide

Robert Schoenfield

Robert Schoenfield

EVP of Licensing & Partnerships

Krisp

Troy Shaffer

VP Contact Center Operations

SCAN Health Plan

Gadi Shamia

CEO

Replicant

Mariano Tan

President & CEO

Prosodica

Vince Trotter

VP of Client Success

National Debt Relief

Monica Vasquez

SVP, Director, Truist Care Center

Truist

Karen Vaughn

Senior Director, Consumer Care

Nike

Einat Weiss

Chief Marketing Officer

NICE

Ron Zanders

VP, Customer Success Operations

Verizon

Upcoming Events

Customer Management Practice

January 01 - December 01, 2030

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Chief Experience Officer Exchange May 2025

May 14-16, 2025
Memphis, TN

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Chief Experience Officer Exchange May 2025

CX in 2030: Future of the Omnichannel Contact Center

May 20 | 12 PM ET
Online

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CX in 2030: Future of the Omnichannel Contact Center

All Access: Future Contact Centers 2025

July 15 - 16, 2025
Free CX Network Webinar Series

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All Access: Future Contact Centers 2025

Customer Analytics Exchange

July 23 - 25, 2025
Austin, TX

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Customer Analytics Exchange

CCW Executive Exchange August 2025

August 11 - 13, 2025
The Radisson Blu Aqua Hotel | Chicago, IL

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CCW Executive Exchange August 2025

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Latest Webinars

Webinar: Building Stakeholder Confidence: Reduce Risk and Optimize ROI Through Successful Proof of Concepts

2024-12-12
02:00 PM - 03:00 PM EST

Webinar: Building Stakeholder Confidence: Reduce Risk and Optimize ROI Through Successful Proof of Concepts

Webinar: Propelling Humans and Automated Systems to New Heights with Speech Analytics

2024-12-11
02:00 PM - 03:00 PM EST

Webinar: Propelling Humans and Automated Systems to New Heights with Speech Analytics

Webinar: Redefining Customer Experience with Agentic AI Platforms

2024-11-20
02:00 PM - 03:00 PM EST

Webinar: Redefining Customer Experience with Agentic AI Platforms

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