June 24 - 28, 2019
The Mirage, Las Vegas

Meet the Speakers

2019 Speakers


Deborah Alvord
Deborah Alvord
Director of Customer Experience Worldwide Services
Lenovo
Grace Arrazcaeta
Grace Arrazcaeta
Enterprise Transformation Lead
Celebrity Cruises
Bob Azman
Bob Azman
Board Member
CXPA
Colleen Beers
Colleen Beers
SVP Operations
Alorica
Jared Benesh
Jared Benesh
Executive Director of Contact Center Technology / Product Strategy
Quicken Loans
Nicole Bladzik
Nicole Bladzik
Director of IT
GreenPath
John Blowers
John Blowers
Associate Manager
Public Consulting Group
Meghan Borsic
Meghan Borsic
Head of UX Research and Design - Consumer Electronics
Amazon
Andrew Bowman
Andrew Bowman
Director of Operations
Windham Professionals
Tom Brennan
Tom Brennan
Global Director, Customer Service Transformation
ServiceNow
Ambassador Nancy Brinker
Ambassador Nancy Brinker
Founder
Susan G. Komen Foundation
Scott Brown
Scott Brown
Head of GTM
Amazon
Dwayne Calder
Dwayne Calder
Managing Director, Insight and Enablement
ATB Financial
Reality Canty
Reality Canty
Experience Researcher
Airbnb
Scott Casciato
Scott Casciato
Senior Director, eCommerce Fulfillment & Customer Service
DICK'S Sporting Goods
Cathy Cassels
Cathy Cassels
Senior Director Operations
Windham Professionals
Matt Cecil
Matt Cecil
Senior Manager, Chat Strategy
Verizon
Linda Chandler
Linda Chandler
National Service Center Resolutions Manager
GES
Richard Charette
Richard Charette
AVP, Digital Experience Design (DXD) - WF Virtual Channels
Wells Fargo
Sundar Chari
Sundar Chari
Director Customer Experience
Hertz
Sasha Chatani Lucas
Sasha Chatani Lucas
Head of Digital
Verizon Fios
Joanne Clemente
Joanne Clemente
Head, Specialty Teams and Emerging Channels, North American Customer Contact Centre
BMO
Michael Cronin
Michael Cronin
VP, Global Operations & Support
Openlink
Marty DeGhetto
Marty DeGhetto
Chief Operating Officer
TTEC
Stuart Discount
Stuart Discount
CEO
PACE
Valdy Dobrila
Valdy Dobrila
Corporate VP, Service Excellence
New York Life
James Dodkins
James Dodkins
Founder and Customer Experience Rockstar
ROCKSTAR CX
Patrick Ebrahimian
Patrick Ebrahimian
Director of Business Improvement and Quality
Wyndham Desitnations
Lexi Emmons
Lexi Emmons
Senior Director, Customer Experience
Bright Horizons
Ronda Feague
Ronda Feague
Director, Instructional Design Strategy & Contact Center Learning
Choice Hotels International
Michael Furman
Michael Furman
VP, Customer Support
Age of Learning, INC.
Paul Gernon
Paul Gernon
Head of Customer Success
UENI Ltd.
Nina Gines
Nina Gines
Director, Member Services
CerpassRx
Hernan Giraldo
Hernan Giraldo
VP, Customer Experience Operations
BARK
Sheila Glenn
Sheila Glenn
Manager of National Service Center
GES
Robert Gofourth
Robert Gofourth
VP Operations, Strategy, & Performance
BCBS North Carolina
Alex Gross
Alex Gross
Director of Insights & Customer Advocacy
BARK
Lance Gruner
Lance Gruner
EVP, Global Customer Care
Mastercard
Marvin Hamilton
Marvin Hamilton
VP, People
Conde Nast
Judi Hand
Judi Hand
Chief Revenue Officer
TTEC
Kayla Hart
Kayla Hart
Manager, Entertainment Event Sales
T-Mobile Arena
Debra Heim
Debra Heim
Telecommunications Call Center Manager
State University College at Oneonta
Tony Hsieh
Tony Hsieh
CEO
Zappos
Shep Hyken
Shep Hyken
Chief Amazement Officer
CCW Influencer
Jim Iyoob
Jim Iyoob
Chief Customer Officer
Etech
Erica Javellana
Erica Javellana
Speaker of the House
Zappos Insights
Henry Kim
Henry Kim
Senior Director, Digital Audiene Engagement
Caesars Enteratinment Corp.
Jim Kukral
Jim Kukral
Author, Unskippable
CCW Influencer
Jamie Lancaster
Jamie Lancaster
VP, Contact Centers and G&A Expense Optimization
Kroger
Roger Lee
Roger Lee
Director of Customer Success
Gridspace
Russel Lolacher
Russel Lolacher
Web and Social Media Services Expert
CCW Influencer
Dave Luberts
Dave Luberts
EVP of Sales and Operations
Windham Professionals
Casey MacMillan
Casey MacMillan
Trade Manager
Whirlpool
Diane Magers
Diane Magers
CEO
CXPA
Beth Marchetti
Beth Marchetti
Director of Customer Support
Clearent
Marilyn Markham
Marilyn Markham
Director of Digital Services
AMEX Global Business Travel
Trina Martin
Trina Martin
Corporate VP, Service Strategy
New York Life Insurance Company
Donna McNeil
Donna McNeil
COO
GreenPath
Christopher Mulligan
Christopher Mulligan
Chief Executive Officer
TalentKeepers
John Ngo
John Ngo
Customer Experience Management
Sun Basket
Jake Peterson
Jake Peterson
SVP, Operations
MoviePass
Kay Phelps
Kay Phelps
Senior Manager
8x8
Becky Ploeger
Becky Ploeger
VP Sales & Strategy
USAA
John Pompei
John Pompei
Head of Player Experience Operations
Electronic Arts (EA)
Jonathan Pritchard
Jonathan Pritchard
Product Writer, Trainer
365 Cannabis
Justin Reilly
Justin Reilly
Former Head of CX Innovation
Verizon Fios
Carolynn Repie
Carolynn Repie
Sales Executive
GES
Tim Richter
Tim Richter
Director, Contact Center Product Marketing
8x8
Leigh Roach
Leigh Roach
Customer Service Manager
Johnston & Murphy
Kim Rosenlund
Kim Rosenlund
Vice President of Marketing and Customer Experience
United Dental Partners
Brandon Rowe
Brandon Rowe
Sr. Manager, Product Marketing, WFO
Opentext
Charles Ryan Minton
Charles Ryan Minton
Author, Thanks for Coming in Today
CCW Influencer
Thom San Filippo
Thom San Filippo
VP, Customer Service and Experience Design
Dow Jones
Robert Settembro
Robert Settembro
SVP Operations
Elements Massage
Michele Shuster
Michele Shuster
Partner
Mac Murray & Shuster LLP
Remus Siclovan
Remus Siclovan
Customer Experience Design, Business Application Analyst, IVR/Voice Recognition
MedImpact Health System
Kendyl Skinner
Kendyl Skinner
Manager, Workplace Experience & Communications
BARK
Shaun Smith
Shaun Smith
VP, Global Operations
IBM Cloud Platform
Brent Sparks
Brent Sparks
Director, Self-Service Channels in Global Operations
Paypal
Calvin St. Juste
Calvin St. Juste
Chief Operating Officer
Morgan Stanley
Troy Stevenson
Troy Stevenson
VP & Global Head of Community Operations
Uber
Lisa Stoner
Lisa Stoner
Global Head of Support Operations
Uber
Kristen Swanson, Ed.D
Kristen Swanson, Ed.D
Head of Operations, Google Image Search
Google
Theresa Tisdale
Theresa Tisdale
Former, Vice President
Wyndham Destinations
Kirsty Traill
Kirsty Traill
VP, Customer
Hootsuite
Joshua Tye
Joshua Tye
Director, Customer Experience
Compass Group
Karen Walker
Karen Walker
Director, Customer Care
Anthem
Jeremiah Webb
Jeremiah Webb
President, Shop on Fire
CCW Infuencer
Anthony Weinberg
Anthony Weinberg
VP of Call Center Operations
Dream Center Education Holdings
Devon Westerholm
Devon Westerholm
Director of CX
Dropbox
Dan Rood
Dan Rood
VP, Product Marketing
Genesys

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