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Keynote Presentations

Call Center Operations

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

Welcome Address: Reimagine the Contact Center Experience

Wednesday | 8:15 AM – 10:00 AM
Malachite Showroom
Kenneth Knoll, Gadi Shamia

Consumer demands are increasing, but the pressure to control costs and drive efficiencies remain. Join us as we explore the trends shaping modern consumer expectations. Learn how WeGoLook leveraged technology to rethink how personalized real-time service is delivered, increasing both customer satisfaction and agent productivity by more than 20%.

Kenneth Knoll

WeGoLook, COO

As COO, Kenneth Knoll oversees the daily operations of Oklahoma Citybased WeGoLook, a provider of ondemand field inspection and verification services. He is responsible for a range of activities from product development and corporate strategy to customer account development and fulfillment. He provides substantial organizational direction among the 100+ fulltime employees and 28,000+ Lookers (independent contractors). During his tenure, WeGoLook revenue has increased 300% YoY, staff has grown 5X, and the Looker community has nearly doubled. As WeGoLook grows domestically and internationally, Kenneth ensures that the proper resources—financial, human capital, and technology—are in place to fulfill the company’s critical role in performing field data collection and custom tasks for enterprise and consumer clients alike.

Kenneth also plays a key role in the continued development of strategic client relationships, ensuring flexibility in response to an increasingly demanding marketplace. As the WeGoLook ondemand mobile workforce fulfills client asset verification requirements, Kenneth’s team continues to create business model innovation and efficiency for top Fortune 500 companies.

Gadi Shamia

Talkdesk, COO

Gadi Shamia is the COO of Talkdesk. 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). He has a passion for creating B2B products, scaling teams through rapid growth and defining processes that help to streamline operations.

Keynote Address

Wednesday | 8:15 AM – 10:00 AM
Malachite Showroom
Brad Cleveland

Brad Cleveland

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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: USAA - Purpose Driven Customer Experience

Wednesday | 8:15 AM – 10:00 AM
Malachite Showroom
Tom Grothues

A company’s brand is shaped and defined by your customer’s experience with your contact center. At USAA our mission is always first; it is our anchor; what grounds us to what we do and how we do it. For more than 90 years, USAA has remained an organization that strives to look out for the financial security and thus peace of mind for our members. We aim to understand the demands of the military community better than our competitors. Many of our employees have served or grown up in military families and as a result are incredibly knowledgeable about the military experience and translate that knowledge into how we deliver service to our members. Join Tom Grothues, Senior Vice President of USAA’s Bank and Property & Casualty sales and service teams, as he shares his insights on how having a purpose driven culture supported by employees that have a passion to serve your customer, your organization and each other can lead to stellar customer and employee satisfaction.

Tom Grothues

USAA, Senior Vice President, Bank and Property & Casualty Sales and Service Team

Tom proudly serves as Senior Vice President of USAA’s Bank and Property & Casualty sales and service. The team of 7,200 internal and 3,500 third-party professionals handles over 62 million annual contacts, delivering industry leading member satisfaction and retention.  USAA is an integrated financial services company dedicated to serving the military community with 11+ million members and 28,000 employees.  Joining USAA in 1991, Tom has held a variety of positions including Property Claims Field Adjuster; Manager, Insurance Operations; Operations Analyst; Director, Operations Support; Executive Director, AVP and VP, Policy Service; VP, Marketing–Client Management and VP, Office of Alliance Management. Tom holds a BBA and MBA from St. Mary's University. He's also earned the Associate in Claims, Senior Claims Law Associate and Chartered Property Casualty Underwriter designations.

Welcome & Keynote Address

Thursday | 8:30 AM – 10:00 AM
Malachite Showroom
Justin Robbins

Justin Robbins

HDI and ICMI, Group Community Director


Justin Robbins is focused on contact center operations and talent development with over a decade of experience leading customer service organizations. He's worked in and with inbound and outbound contact centers ranging in size from 5 to 2500+, and gained experience in a number of industries including hospitality, technology, manufacturing, and education. Justin previously developed the training and professional certification programs for the International Customer Management Institute (www.ICMI.com) and has personally trained thousands of individuals around the globe on contact center and customer service best practices.

As Community Director at HDI and ICMI, Justin leads their content strategies and community engagement initiatives. His infectious enthusiasm for the customer service industry has led him to be a trainer, writer, social enthusiast, and sought-after speaker on topics such as employee engagement, key performance indicators (KPI's), and motivational business leadership.

You can reach Justin on-line at: www.twitter.com/justinmrobbins | www.linkedin.com/in/justinmrobbins | jrobbins@icmi.com

Featured Keynote: Deliver Exceptional Customer Experiences in a World of Constant Change

Thursday | 8:30 AM – 10:00 AM
Malachite Showroom
Marsha Collier

Customer service leaders face the dizzying challenge of delivering exceptional customer experiences in today’s world. The rapid growth of new channels, amplification of customer expectations and constant uncertainty of “what change is next” is on everyone’s mind. These transformations catapulted the value of customer service and the importance of the contact center into many boardroom conversations. As a result, today’s customer service leader is under increased pressure to drive high levels of engagement from customers and employees alike. Join renowned thought-leader Marsha Collier as she shares first-hand insights and best practices on how to successfully navigate this environment– and be inspired to deliver exceptional customer experiences in your organization.

Marsha Collier

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Marsha Collier’s name crops up a lot in the same breath as e-commerce and customer service. No surprise there. She’s the author of the For Dummies series on eBay plus many other related, best-selling titles and is one of the foremost e-commerce experts and educators in the world. With over 1 million copies of her books in print, she is the top selling eBay author and been on the many top Best Seller lists.  Her titles reflect over 40 books in the Wiley “For Dummies” series.  Her latest books ‘Social Media Commerce For Dummies‘ and  ‘The Ultimate Online Customer Service Guide: How to Connect with your Customers to Sell More‘ gives businesses insight into how to use Social Media to build customer relations and bottom line.

Featured Keynote: Rock Your World - 5 Things To Do Every Day to Rock Your Customer Service World

Thursday | 4:15 PM – 5:15 PM
Malachite Showroom
Dayna Steele

Success is not different from the elusive Holy Grail: many want it but don’t know where to find it
or how to achieve it – or, more importantly, where to start. The beginning of any customer service
success story is to set a strong foundation with habit, consistency, reliability and creativity – every
day. Armed with stories and photographs from her days as a top rock radio personality and as
creator of TheSpaceStore.com, Dayna Steele takes you on a wild journey through customer service
lessons learned from rock stars, astronauts and more!

One of the most popular ICMI Keynotes ever! Plan your travel accordingly so you don’t miss this
afternoon presentation.

Dayna Steele

YourDailySuccessTip.com, Chief Success Strategist at Daily Success, Story Teller and Author

Dayna Steele has been on a microphone and a stage for the majority of her life. She worked with the world’s greatest rock stars as a Hall of Fame rock radio personality and has interviewed everyone from Mick Jagger and Jon Bon Jovi to presidential candidates to astronauts and more. Dayna  brings her true stories and entertaining success strategies she picked up along the way to business audiences across the country. She is also a successful entrepreneur, author of seven books, and lead success strategist for  the consulting firm Daily Success LLC.

Your Daily Success Tip is a witty and informative piece of advice that is delivered directly to you every day. You can sign up here to start changing your life...one tip at a time.

"As a first time visitor I found the conference as beneficial as I hoped. The willingness for peers in the industry to share ideas, successes and opportunities was refreshing and energizing!"

Dan Grawe, Director Customer Experience, Transamerica

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   © 2016 UBM, All Rights Reserved.