Live Chat Software
January 2020
Nashville, TN

2019 Past Speakers

20th Anniversary Headliner


Jenn Lim
Jenn Lim
CEO & Chief Happiness Officer
Delivering Happiness

EXPERT SPEAKERS


Nirali Amin
Nirali Amin
Global Solutions Lead
LivePerson
Dani Apgar
Dani Apgar
EVP of Customer Success
RapportBoost.AI
Nitin Badjatia
Nitin Badjatia
Head of Business Strategy, Customer Service Management
ServiceNow
Scott Ballantyne
Scott Ballantyne
Chief Marketing Officer
First Orion
Dilesh Bansal
Dilesh Bansal
Senior Director, Customer Care Strategy & Analysis
ADT
Colleen Beers
Colleen Beers
SVP
Alorica
Alan Berkson
Alan Berkson
Global Director of Community Outreach, Analsyt Relatins
Freshworks
Nate Brown
Nate Brown
Director of Customer Experience
UL
Brian Cantor
Brian Cantor
Principal Analyst & Director
CCW Digital
Brian Carlson
Brian Carlson
Senior Director of Patient Experience
Vanderbilt University Medical Center
Ryan Carrigan
Ryan Carrigan
Solutions Architect
CallMiner
Samuel Carrington
Samuel Carrington
Former Help & Service Design Manager
Lyft
Cheryl China
Cheryl China
SVP, Director of Credit Card
Citizens Bank
Lori Cobb
Lori Cobb
Former VP Customer Solutions
Cummins
Aarde Cosseboom
Aarde Cosseboom
Director of GMS Technology & Workforce Management
TechStyle
Kris Crichton
Kris Crichton
VP Sales and Account Management,
Equifax
Jason Dasal
Jason Dasal
VP of Marketing
Johnston & Murphy
Alice Deer
Alice Deer
Sr. Experiential Marketing Manager
Genesys
Michael DeJager
Michael DeJager
Principal Analyst & Head of Production
Customer Management Practice
Deb Denure
Deb Denure
Associate Director, Sales Learning and Performance
Humana
Donna Drehmann
Donna Drehmann
Director of CX & Training
Postmates
Brian Dunphy
Brian Dunphy
Senior Director of Customer Care
Postmates
Valerie Egen
Valerie Egen
VP, Global Customer Engagement
Subway
Vicky Eimer
Vicky Eimer
Manager, CRM Applications & Strategy, Customer Experience
Chamberlain
Bob Flynn
Bob Flynn
VP Facilities and Gameday Operations
Tennessee Titans
Ted Fortezzo
Ted Fortezzo
EVP
Nobelbiz
Tommy Fradenburgh
Tommy Fradenburgh
Solution Consultant
Aspect
Dan Gesser
Dan Gesser
Chief Revenue Officer
Teckst
Lisa E. Griffin
Lisa E. Griffin
VP Patient Access
Vanderbilt University Medical Center
Boris Grinshpun
Boris Grinshpun
General Manager of Digital Solutions
LiveVox
Rachel Guymon
Rachel Guymon
Stadium Event Sales Manager
Tennessee Titans
Chris Hoffman
Chris Hoffman
Head of Customer Care
Helix
Doug Hoffschwelle
Doug Hoffschwelle
SVP & GM
ibex
Michael Hull
Michael Hull
Customer Success Director
Callminer
Ted Hunting
Ted Hunting
SVP, Marketing
Bright Pattern
Jim Iyoob
Jim Iyoob
Chief Customer Officer
Etech Global Services
Joshua Johnson
Joshua Johnson
Director, Ambulatory Access Analytics
Vanderbilt University Medical Center
Kendal Jolly
Kendal Jolly
Managing Director, Culture and Brand Awareness
Toll Brothers
Michael Kadel
Michael Kadel
SVP, COO
Santa Clara Federal Credit Union
Mark Killick
Mark Killick
VP of Care
Grubhub
Sandy Ko
Sandy Ko
Research Development Analyst & Conference Director
Customer Management Practice
James Kowalczyk
James Kowalczyk
Senior Director, Patient Admission Services
Fresenius Medical Care
Cory Kreeck
Cory Kreeck
Group VP, People Operations
Beachbody
Kelley Kurtzman
Kelley Kurtzman
VP, Global Consumer Sales & Service Centers
Verizon
Laura Ladd
Laura Ladd
Director, Finance and Administration
Vanderbilt University Medical Center
Carl Lane
Carl Lane
Head of Sales and Support
Wix.com
Brian LaRoche
Brian LaRoche
Marketing Director
CallMiner
Alison Lichtenstein
Alison Lichtenstein
Director, Customer Experience Design
Dow Jones
Reid London
Reid London
Managing Director of Operations
American Cancer Society
Casey Macmillan
Casey Macmillan
Trade Customer Support
Whirlpool Corporation
Manny Marrero
Director of Operations
Getaroom
Mike Marrow
Mike Marrow
CEO
Qualfon
Shannon Martin
Shannon Martin
Senior Director, Global Customer Experience Operations
HomeAway
Jason Mathisen
Jason Mathisen
Director, Care Connections & Referral Management
Vanderbilt University Medical Center
Mario Matulich
Mario Matulich
Executive Director
Customer Management Practice
Barton May
Barton May
Director Call Center Platforms, IT Planning & Strategy
Hilton
Micki McCormick
Micki McCormick
Director of Training & Employee Development
Getaroom
Ryzell McKinney
Ryzell McKinney
Director, Access Technology
Vanderbilt University Medical Center
Zoe Meinecke
Zoe Meinecke
Director of Services
Lessonly
Charles Ryan Minton
Charles Ryan Minton
President of CRM Hospitality & Consulting LLC.
CCW Influencer Keynote
Carla Moore
Carla Moore
VP of Sales Strategy
HBO
Vinay Mummigatti
Vinay Mummigatti
Chief Automation Officer
LexisNexis
Heidi Munc
Heidi Munc
AVP, User Experience
Nationwide
Elizabeth Nix
Elizabeth Nix
Assistant Director Service Quality
Vanderbilt University Medical Center
Erin O'Brien
Erin O'Brien
Command Center Manager
Subway
Deb Ori
Deb Ori
Customer Care Manager
Subway
Sedarius Perrotta
Sedarius Perrotta
Chief Product Evangelist
Shelf
Dr. Natalie Petouhoff
Dr. Natalie Petouhoff
VP, Customer Service Innovations
Salesforce Service Cloud
Shelby Pinkston
Shelby Pinkston
E-Commerce Operations Manager
Johnston & Murphy
Becky Ploeger
Becky Ploeger
VP, Sales & Service Strategy
USAA
Lemmonstine Poindexter
Lemmonstine Poindexter
Customer Relations Manager
Nashville Electric Service
John Pompei
John Pompei
Head of Player Experience Operations
Electronic Arts
Anil Ravula
Anil Ravula
Staff VP, Contact Center
Anthem
Leigh Roach
Leigh Roach
Customer Service Manager
Johnston & Murphy
Lauren Romeo
Lauren Romeo
Director of Customer Experience
Boll & Branch
Karla Russell
Karla Russell
Senior Director, Customer Success
Monster
Susanne Sasso
Susanne Sasso
Project Manager
Subway
Chad Schott
Chad Schott
VP of Learning & Quality
HomeAdvisor/ Angie’s List
Ben Shuey
Ben Shuey
Lead Solution Engineer
Salesforce
Alexis Smith
Alexis Smith
Former Head of Employer Brand
Anheuser-Busch
Brian Spraetz
Brian Spraetz
Senior Product Marketing Manager
NICE inContact
Vijay Thacker
Vijay Thacker
Managing Director, Customer Service Operations
Evolent Health
Abinash Tripathy
Abinash Tripathy
Founder & Chief Strategy Officer
Helpshift
Jeannie Walters
Jeannie Walters
CEO & Chief CX Investigator
360Connext
Ashley Welch
Ashley Welch
Director of Service
Lola
Kandy White
Kandy White
VP, Service Technology, Small Business Services
ADP
Marvie Wright
Marvie Wright
Director of Sales/Leadership Training
Qualfon
Chanell Branch
Chanell Branch
Associate Director, Patient Access Service
Vanderbilt University Medical Center
Fredrik Tunvall
Fredrik Tunvall
Offering Management - IBW Watson Assistant
IBM Watson
Megan Burns
Megan Burns
Founder & Principal
Experience Enterprises