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January 28 - 31, 2020 | JW Marriott, Nashville

Meet Your CX Leaders

CCW Keynote


Sarah Thomas
Sarah Thomas
First Female NFL Official
NFL
Jerry Greenfield
Jerry Greenfield
Co-Founder
Ben & Jerry's Homemade, Inc.

Speakers


Chanell Branch
Chanell Branch
Interim VP, Patient Access
Vanderbilt University
Brian Cantor
Brian Cantor
Director & Principal Analyst, CCW Digital
Customer Management Practice
Brian Carlson
Brian Carlson
Senior Director of Patient Experience
Vanderbilt University Medical Center
Cheryl China
Cheryl China
SVP, Director Credit Card Services
Citizens Bank
Brian Clancy
Brian Clancy
Learning and Performance Improvement (Contact Center Op)
AARP
Kindra Cooper
Kindra Cooper
Writer and Editor, CCW Digital
Customer Management Practice
Simon Copcutt
Simon Copcutt
Head of Strategic Accounts
Customer Management Practice
Jason Dasal
Jason Dasal
VP of Marketing
Johnston & Murphy
James Dodkins
James Dodkins
Founder & Customer Experience Rockstar
ROCKSTAR CX
Tom Farrell
Tom Farrell
SVP, Customer Support
Web.com
Annette Franz
Annette Franz
Founder and CEO
CX Journey
Brian Gillespie
Brian Gillespie
VP, Forecasting & Financial Excellence, Customer Experience
Comcast
Dan Gingiss
Dan Gingiss
Author, Winning at Social Customer Care
CCW Influencer
Lisa Griffin
Lisa Griffin
SVP Enterprise Access
Thomas Jefferson University and Jefferson Health
Susanna Hadley
Susanna Hadley
Sr. Program Manager, Customer Experience Strategy
T-Mobile
Taylor Hill
Taylor Hill
Senior Team Lead, QA/Training
Johnston & Murphy
Jim Iyoob
Jim Iyoob
Chief Customer Officer
Etech Global Services
Angela King
Angela King
Customer Relations Supervisor
Nashville Electric Power
Sandy Ko
Sandy Ko
Senior Analyst, Customer Contact & Conference Director
Customer Management Practice
Kelley Kurtzman
Kelley Kurtzman
VP, Global Consumer Sales & Service Centers
Verizon
Alison Lichtenstein
Alison Lichtenstein
Director, Customer Experience Design
Dow Jones
Nicholas MacDonald
Nicholas MacDonald
Customer Service Team Leader
Machias Savings Bank
NK Martin
NK Martin
Director, Call Center
Farmers Insurance
Jason Matheson
Jason Matheson
Director, Care Connections & Referral Management
Vanderbilt University Medical Center
Mario Matulich
Mario Matulich
Executive Director
Customer Management Practice
Ryzell McKinney
Ryzell McKinney
Director, Access Technology
Vanderbilt University Medical Center
Annie Meehan
Annie Meehan
Author, The Pineapple Principle
CCW Influencer
Deana Perrin
Deana Perrin
Senior Director, Global Head of Strategic Initiatives
Groupon
Lemon Poindexter
Lemon Poindexter
Customer Relations Manager
Nashville Electric Power
Brad Prescott
Brad Prescott
Senior Manager, Customer Experience
Asurion
Leigh Roach
Leigh Roach
Customer Service Manager
Johnston & Murphy
Todd Straka
Todd Straka
Lead Customer Experience Designer
Finish Line
Chris Vetrano
Chris Vetrano
Head of Customer Experience, LBS
Lyft
Scotty Werner
Scotty Werner
Author, Caddy Tales
CCW Influencer

2019 ADVISORY BOARD


Mario Matulich
Mario Matulich
Executive Director
Customer Management Practice
Becky Ploeger
Becky Ploeger
Former VP, Sales & Service Strategy
USAA
John Pompei
John Pompei
Head of Player Experience Operations
Electronic Arts (EA)
Colleen Beers
Colleen Beers
President, North America and Europe
Alorica
Jeanne Bliss
Jeanne Bliss
President
Customer Bliss
Celika Caldwell
Celika Caldwell
VP of Experience Design
AARP
Cheryl China
Cheryl China
SVP, Director Credit Card Services
Citizens Bank
Hui Wu Curtis
Hui Wu Curtis
GM, Customer Service Operations and Strategy
APS
Bruce Eidsvik
Bruce Eidsvik
SVP, Global Field Marketing and Demand Generation
Genesys
Lance Gruner
Lance Gruner
Executive Vice President, Global Customer Care
MasterCard
Judi Hand
Judi Hand
Chief Revenue Officer
TTEC
Jennifer Hanson
Jennifer Hanson
Senior Director, Target.com Guest Services & Gift Card Operations
TARGET.COM
Ronny Haime
Ronny Haime
VP - Global Head of Service Delivery
Groupon
Shep Hyken
Shep Hyken
Chief Amazement Officer
SHEPARD PRESENTATIONS, LLC
Mary Beth Jenkins
Mary Beth Jenkins
Chief Operating Officer
UPMC HEALTH PLAN AND UPMC WORKPARTNERS
Mark Killick
Mark Killick
Vice President, Community Operations
Instacart
Gabriele Masili
Gabriele Masili
Chief Technology Officer, Customer Service & Support
Microsoft
Brad Nichols
Brad Nichols
Global Customer Service Leader
Dun & Bradstreet
Holly Simmons
Holly Simmons
Global Product Marketing, Customer Service Management
SERVICENOW
Carla Zuniga
Carla Zuniga
SVP, Operations & Technology
Allstate
Jim Iyoob
Jim Iyoob
Chief Customer Officer
Etech Global Services
Paul Turner
Paul Turner
Vice President Coaching Operations
WebMD 
Steve Prodger
Steve Prodger
Chief Revenue Officer
Smart Action