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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.


2021 CCW Advisory Board

Kelley Kurtzman
Kelley Kurtzman

CCW Advisory Board Chair | Vice President, Global Consumer Sales & Service Centers

Verizon

Mario Matulich
Mario Matulich

Managing Director

Customer Management Practice

Gina Ahern
Gina Ahern

Global Marketing Campaign Director, Customer Service

ServiceNow

Julio Badin
Julio Badin

Julio Badin

Dallas Fort Worth International Airport

Natalie Beckerman
Natalie Beckerman

EVP, Chief Operating Officer

Fidelity National Home Warranty

Colleen Beers
Colleen Beers

President, North America & Europe

Alorica

Jeanne Bliss
Jeanne Bliss

President

CustomerBliss

Geoff Burbridge
Geoff Burbridge

Vice President, Contact Centers

USAA

Celika Caldwell
Celika Caldwell

Vice President, Customer Experience Enablement

AARP

Cheryl China
Cheryl China

SVP, Director of Credit Card Servicing

Citizens Bank

Michael DeJager
Michael DeJager

Principal Analyst & Divisional Director

Customer Management Practice

Wes Dudley
Wes Dudley

VP Retail Customer Care

Ashley Furniture Industries, Inc.

Lisa Griffin
Lisa Griffin

SVP, Enterprise Front-End Revenue and Patient Access Operations

Thomas Jefferson University Hospitals

Lance Gruner
Lance Gruner

EVP, Global Customer Care

Mastercard

Judi Hand
Judi Hand

Chief Revenue Officer

TTEC

Jennifer Hanson
Jennifer Hanson

Sr. Director Retail Services Centers (Digital, Guest Relations, Marketplace, GiftCard)

Target

Shep Hyken
Shep Hyken

Chief Amazement Officer

Shepard Presentations, LLC

Jim Iyoob
Jim Iyoob

Chief Customer Officer

Etech Global Services

Mary Beth Jenkins
Mary Beth Jenkins

Chief Operating Officer

UPMC Health Plan

Jarrod Johnson
Jarrod Johnson

Chief Customer Officer

Taskus

Kathie Johnson
Kathie Johnson

Chief Marketing Officer

Talkdesk

Mark Killick
Mark Killick

Vice President, Care

Instacart

Brian LaRoche
Brian LaRoche

Product Marketing Manager

CallMiner

Gabriele Masili
Gabriele Masili

Chief Technology Officer, Customer Service and Support

Microsoft

Sharath Keshava Narayana
Sharath Keshava Narayana

Chief Revenue Officer

Observe.AI

Brad Nichols
Brad Nichols

Global Customer Service Leader

Dun & Bradstreet

Keith Pearce
Keith Pearce

Senior Vice President, Brand Marketing & Communications

Genesys

Becky Ploeger
Becky Ploeger

Global Head of Hilton Reservations and Customer Care

Hilton Worldwide

Troy Shaffer
Troy Shaffer

VP Contact Center Operations

SCAN Health Plan

Janet Solomon
Janet Solomon

Vice President, Client Operations

Fiserv

Frank Suljic
Frank Suljic

EVP, North American Sales

Afiniti