June 24 - 28, 2019
The Mirage, Las Vegas

Advisory Board

Becky Ploeger
Becky Ploeger
VP, Sales & Service Strategy
USAA
John Pompei
John Pompei
Head of Player Experience Operations
Electronic Arts
Colleen  Beers
Colleen Beers
SVP, Operations
Alorica
Jeanne Bliss
Jeanne Bliss
President
Customer Bliss
Celika Caldwell
Celika Caldwell
VP Experience Design
AARP
Cheryl China
Cheryl China
SVP Escalations
Citizens Bank
Bruce Eidsvik
Bruce Eidsvik
SVP Field Marketing
Genesys
Lance Gruner
Lance Gruner
Executive Vice President, Global Customer Care
MasterCard
Ronny Haimé
Ronny Haimé
VP - Global Head of Service Delivery
Groupon
Judi Hand
Judi Hand
Chief Revenue Officer
TTEC (formerly known as TeleTech)
Jennifer Hanson
Jennifer Hanson
Senior Director, Target.com Guest Services & GiftCard Operations
Target
Shep Hyken
Shep Hyken
Chief Amazement Officer
Shepard Presentations, LLC
Mary Beth Jenkins
Mary Beth Jenkins
Chief Operating Officer
UPMC Health Plan
Mark Killick
Mark Killick
VP, Care
GrubHub
Gabriele  Masili
Gabriele Masili
General Manager, Customer Service & Support
Microsoft
Brad Nichols
Brad Nichols
Global Customer Service Leader
Dun & Bradstreet
Steve Prodger
Steve Prodger
CRO
SmartAction
Holly Simmons
Holly Simmons
Global Product Marketing, Customer Service Management
ServiceNow
Hui Wu-Curtis
Hui Wu-Curtis
GM, Customer Operations & Strategy
Arizona Public Service
Carla Zuniga
Carla Zuniga
SVP, Operations & Technology
Allstate Insurance Company