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Keynote Presentations

Call Center Operations

Dynamic thought leaders with inspiring ideas around customer experience and your contact center culture.

Welcome Keynote: 5 Can't Miss Contact Center Opportunities

Tuesday | 8:15 AM – 8:35 AM
Islander Ballroom A-H
Gadi Shamia

Despite significant advancements in technology over the last 30 years, the phone support experience has remained unchanged. Customers are still dealing with long wait times and agents are still using outdated, manual software to handle calls. Gadi Shamia, COO of Talkdesk, reveals five opportunities for contact center leaders to use technology to deliver a customer experience unlike any they know. His ideas revolutionize a stale industry and improve customer satisfaction, agent efficiency and more. Learn how to leverage today's best tools to create a better phone support experience for both your customers and agents.

Gadi Shamia

Talkdesk, Chief Operating Officer

Gadi Shamia is the Chief Operating Officer of Talkdesk, the world's leading call center software startup. Backed by DFJ, Storm Ventures and Salesforce Ventures, Talkdesk is growing 7x in the last two years, has 220 employees and has 1000+ customers including Box, Shopify, Dropbox, Doordashand Weather.com. Prior to Talkdesk, Gadi founded a company that was acquired by SAP and now generates $500M in global business, was a Senior VP at SAP and a General Manager at ReachLocal (RLOC).

Keynote Address

Tuesday | 8:35 AM – 9:00 AM
Islander Ballroom A-H
Brad Cleveland

Brad Cleveland

ICMI, Senior Advisor and Co-founder

Brad Cleveland is often cited as one of the world's foremost leaders and thinkers in customer service and contact centers. He has worked in over 60 countries, has advised numerous governments, and counts many of today's service leaders Apple, HP, American Express, and others among his clients. Brad is author/editor of eight books, including Call Center Management on Fast Forward , which won an Amazon.com best-selling award and is used in universities and corporate training programs around the world. One of the initial partners in and former President and CEO of ICMI, Brad grew the firm into a global industry leader that is now part of United Business Media (London: UBM.L). He now serves as a Senior Advisor to ICMI, and is an in-demand author, speaker and consultant. His current research is focused on the future of customer service.

Featured Keynote: Culture That Rocks!

Tuesday | 8:15 AM – 10:00 AM
Islander Ballroom A-H
Jim Knight

To nurture a company culture that truly rocks you have to understand the obstacles, you have to take dynamic action, and you have to be obsessed. It is not enough simply talk about culture building, you have to take drastic steps to make it a reality. Jim Knight, culture expert and founder of Knight Speaker will addresses major categories of an organization's culture through dynamic storytelling and a blended approach of business acumen and music orientation. Focused on individuals and departments charged with creating, maintaining or revolutionizing an organizational culture, Knight will help all in attendance amp up, or totally revolutionize, the corporate culture at their organization.

Jim Knight

Hard Rock Café, Former Head of "School of Hard Rocks"

Jim Knight is a former head of training and development, Hard Rock International who has put his experience and creativity to work to develop cutting-edge training concepts. During his time with the Hard Rock brand, his team won coveted Telly Awards in 2000 for their guest service video, took top honors in 2007 for their menu rollout video, garnered Training Directors Forum's 1998 prize for "Reengineering Training" and won Brandon Hall's Gold Best in Class Award for their "Service Recovery" e-learning course. Jim Knight was also recognized by Training Magazine as representing one of the Top 125 training companies in the world, out of all industries and businesses.

Welcome Keynote: Transform the Customer Experience with Smarter Service

Wednesday | 8:15 AM – 8:35 AM
Islander Ballroom A-H
Mark Bloom

Once considered a cost center, customer service has become the key driver of Customer Experience and is looked upon to deliver more value to the business with fewer resources. In today's digital world, your customers are more connected and mobile than ever before, and they expect a low-effort, personalized experience with every service conversation. Join us to hear how leading companies are disrupting their industries by using intelligence to power every service conversation and transform the customer experience.

Mark Bloom

Salesforce, Sr. Director, Strategy & Operations Service Cloud

Mark Bloom is the Sr. Director for Strategy and Operations for the Service Cloud. Mark is a thought leader in Customer Support and Field Service who has worked with Salesforce Service Cloud customers of all sizes and industries, including large, complex and strategic implementations that required deep Service transformation as well as quickly moving projects for fast-moving companies. He has led partner practice building efforts for Service Cloud partners and worked with existing customers to resolve growth issues. He has been deeply engaged with customers and partners implementing and using Salesforce Field Service Lightning. Mark joined Salesforce in 2010 as a Service Expert, bringing extensive experience in customer service and support solutions. He spent the previous decade building and leading contact center implementations globally. He also brings years of finance, accounting and military experience to the table in solving today's business challenges.

Keynote Address

Wednesday | 8:35 AM – 9:00 AM
Islander Ballroom A-H
Justin Robbins

Justin Robbins

ICMI, Group Community Director

Justin Robbins is a customer service expert focused on contact center operations and helping organizations appropriately define and achieve success. Over the past two decades, he's coached thousands of individuals around the globe on customer experience best practices. Justin leads the content strategies and community engagement initiatives for HDI and ICMI and is a speaker, trainer, and writer on topics such as customer service best practices, key performance indicators, and motivational business leadership. He's a professional member of the National Speakers Association and has been featured by the New York Times, NBC Nightly News with Lester Holt, Fox News and numerous other media outlets.

Featured Keynote: Building the Culture of Innovation - "The Amazon Way"

Wednesday | 9:00 AM – 10:00 AM
Islander Ballroom A-H
John Rossman

Amazon's customer service and customer centric attitude is legendary. It is driven by leadership that can deduce the needs and wants of the customer and constantly push to improve the customer experience. Author of The Amazon Way, John Rossman, to teach you how to put yourself in your customer's shoes. He will reveal Amazon's "holy trinity" for customers and make it applicable to any business. After this speech you will see how your customers will drive innovation and have the potential to be your best salespeople.

John Rossman

, Former Amazon Executive, Author on Digital Disruption, Innovation and IoT

John Rossman is a Managing Director with Alvarez & Marsal in Seattle, specializing in technology strategy, multi-channel operations scaling and platform enablement in multiple industries including retail, service and public sector. With more than 28 years of technology strategy, design, implementation and operating experience, Mr. Rossman has led several complex businesses and programs resulting in innovative business models. He has worked with clients across a broad range of industries including retail, insurance, education, forest products, industrial products and transportation.

"I enjoyed the variety of topics, especially the topics focused on improving the customer's experience via automation."

Jonathan Hall , Senior Manager Work Force Manager, Bright House Networks

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   © 2017 UBM, All Rights Reserved.