Meet the Speakers

Mark Killick
Mark Killick
Senior Vice President, Experiential Operations
Shipt
Darnell Brooks
Darnell Brooks
Director, Operations Process and Strategy
The Home Depot
Lance Gruner
Lance Gruner
Former EVP, Global Customer Care
Mastercard
Angie Flury
Angie Flury
Chief Call Center Officer
Morgan & Morgan
Todd Unger
Todd Unger
Chief Experience Officer
American Medical Association
Jackie Counts
Jackie Counts
Vice President, Field Operations
Optimum
Christine Baumann
Christine Baumann
Staff Vice President, Strategic Initiatives & Digital Transformation
Elevance Health
Brent Nelson
Brent Nelson
Vice President of the Virtual Communication Center
Wellby Financial
Rasheeda James
Rasheeda James
Vice President, Client Services
Americor
Heather Johll
Heather Johll
Vice President, Operations Transformation
Ascension
Inna Larson
Inna Larson
Vice President, Technology
Coopers Hawk Winery & Restaurants
Jim Economou
Jim Economou
Vice President, Patient Access Contact Centers
Endeavor Health
Ed Heiser
Ed Heiser
Vice President, Community Impact & Operations
YMCA of Metro Chicago
Erin Nielsen
Erin Nielsen
Vice President of Customer Strategy
RPM Living
Megan Brown
Megan Brown
Director, Global Center of Excellence for Advanced Analytics & Data Science
Starbucks
Jack Zhang
Jack Zhang
Head, eService Support & AI Transformation Office
Lenovo
Dee Kohler
Dee Kohler
Senior Director, Member & Provider Services
Centene Corporation
Zach Greco
Zach Greco
Senior Director, Customer Experience
Floor & Decor
Nancy Wright
Nancy Wright
Senior Director, Medical Technology Advanced Services
GE Healthcare
Millicent McIntyre
Millicent McIntyre
Senior Director, Buyer Services
IAA
Anna Obikane
Anna Obikane
Executive Director of User Experience Research
J.P. Morgan Chase
Nate Erisman
Nate Erisman
Director, Customer Support
Scout Motors
Mansi Mehta
Mansi Mehta
Executive Director, Customer and Content Strategy, Rare Diseases
Novartis
Jordan Zivoder
Jordan Zivoder
Quantitative Research Lead, CMP Research
Customer Management Practice
Sandy Ko Fonseca
Sandy Ko Fonseca
Founder and Principal, CCWomen
Customer Management Practice
Brian Cantor
Brian Cantor
Managing Director, Digital
Customer Management Practice
Audrey Steeves
Audrey Steeves
Content Analyst
Customer Management Practice

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