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Expert Speakers

Jose Aguilera

Mobile Mini, Formerly with Mobile Mini
Sessions: Mobile Mini: Transforming Data into Decisions with a little help from a Cloud



Jeff Akin

Pegasystems, Director, Solutions Consulting
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Jeff Akin has spent the past 20 working to improve the lives of customer service workers and the customers they support. His passion began as he was part of a team at Deloitte Consulting that built case management systems for child welfare social workers across the country during the latter half of the 1990's. Jeff then moved into traditional customer service IT support and led the development of a "next generation" Customer Service application using client-server technology for ServiceMaster and the various brands. While at ServiceMaster Jeff realized, early during the web revolution, that sometimes the best thing you can do for a customer service worker is to offload the repeatablethe, rote tasks to a different channel (web, IVR, etc…) and leave the more difficult or interesting issues for the professionals. Jeff then stumbled across the Pega customer service platform and fell in love with the concepts of BPM, Guided Processes, and business owners taking control. He talked his way into a job at Pega and has enjoyed spending the past 10 years evangelizing customer service delivered through these concepts.

Nitin Badjatia

ServiceNow, Senior Director, Business Strategy
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Nitin Badjatia serves as the Head of Business Strategy for ServiceNow's Customer Service Management product line. He's a two-decade veteran of enterprise customer service applications, having been at Siebel Systems, RightNow Technologies, and Oracle in various sales and strategy roles. Nitin also led business strategy at knowledge management pioneer Knova Software. In 2012, Nitin was awarded the Consortium for Service Innovation's Innovator award for his extensive contributions to the industry at large.

Vijay Balasubramaniyan

Pindrop, CEO
Sessions: Stopping Identify Fraud in the Contact Center

Vijay Balasubramaniyan is Co-Founder, CEO & CTO of Pindrop. Vijay has held various engineering and research roles with Google, Siemens, IBM Research, and Intel. He holds patents in VoIP security and scalability and he frequently speaks on phone fraud threats at technical conferences, including RSA, Black Hat, FS-ISAC, CCS and ICDCS. Vijay earned a PhD in Computer Science from Georgia Institute of Technology. His PhD thesis was on telecommunications security.

Mark Bloom

Salesforce, Sr. Director, Strategy & Operations Service Cloud
Keynotes: Welcome Keynote: Transform the Customer Experience with Smarter Service

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.

Lori Bocklund

Strategic Contact, President
Sessions: Stopping Identify Fraud in the Contact Center | Look at Clouds from Both Sides Now | Contact Center Technology 101: What Every Professional Needs to Know

Lori Bocklund is a recognized industry leader in contact center strategy, technology, and operations. During her more than 23 years in the call center industry, 18 of them as a consultant, she has acquired an understanding of a broad spectrum of systems, applications, and operational environments. She shares her knowledge and experience through speaking engagements, articles, call center technology courses and seminars, and her book, "Call Center Technology Demystified" (Call Center Press). In her consulting work, Lori helps develop strategies for clients that focus on, structured approaches that address the client's specific needs, and ensure high value in the delivery process. She is an effective communicator across all levels of management, and she uses her facilitation skills to help people with diverse goals and concerns come together to create and execute plans that deliver real business benefits.

Nate Brown

Underwriter's Laboratories (UL), Client Services Manager
Sessions: Next Wave of Organizational Culture – 3 Perspectives | Thought Leaders Tell All: 2018 Trends to Prepare for Now



Randi Busse

Workforce Development Group, Inc., President
Sessions: Moving Employees From Compliant To Committed

Randi Busse is the Founder and President of Workforce Development Group, Inc., a training and coaching organization that specializes in improving the customer experience, increasing customer retention, and maximizing revenue. Randi challenges business leaders and employees to think in innovative ways when it comes to taking care of their customers. Randi is a proven partner to companies and business leaders who rely on her unparalleled customer service knowledge. She is regularly called upon by the media to share her expertise, and she has been published in Newsday, the Long Island Business News, and several trade publications. She has also appeared on television and radio, most recently on FIOS TV. She is also the co-author of Turning Rants Into Raves: Turn Your Customers On Before They Turn On YOU!, written for CEOs, business owners, and managers who want to improve the experience they are providing to their customers. Randi is a dynamic speaker with the ability to make audiences listen, nod, laugh, and connect the dots between their own experiences as a customer and how their behaviors and the way their employees treat customers affects their bottom line.

Paul Chance

NICE, Sr. Product Marketing Manager
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Paul is a 25+ year veteran of contact center technology and has spoken with contact centers in NA, EMEA and APAC about how to use technology to reach meet their service goals. He is an avid proponent of customer service and is the author of weekly thought leadership blogs on workforce management.

Florence Chang

MultiCare Health System, Executive Vice President & Chief Operating Officer
Sessions: Creating a Compelling Customer Service Strategy

Florence Chang oversees the overall operations of MultiCare Health Systems which includes four adult hospitals, children's hospital and pediatric network. In addition, she is responsible for multiple business units and system support services, including Pulse Heart Institute, Behavioral Health, Retail Health & Community Based Care, Information Services & Technology and Facility Management. Ms. Chang has 30 years' experience in health care. She came to MultiCare in 2006 and was instrumental in leading the system-wide implementation of the organization's "One Patient, One Record" electronic health record. MultiCare has received multiple recognitions under her leadership, including national HIMSS Davies Awards for using information technology to substantially improve patient outcomes. Prior to joining MultiCare, Ms. Chang was a partner and senior vice president at Dearborn Advisors. She also held multiple leadership positions in clinical operations and information technology at Kaiser Permanente in California. She currently serves on the Board of the Washington State Hospital Association, the Advisory Board of the University of Washington Tacoma, the Advisory Board of Health System Informatics, and the Asian Healthcare Leaders Forum (within the American College of Healthcare Executives). Ms. Chang received her Bachelor of Science in Medical Technology from California State University, Dominguez Hills and her MBA from Pepperdine University, California.

Brad Cleveland

ICMI, Senior Advisor and Co-founder
Sessions & Keynotes: Keynote Address | The Principles of Effective Contact Center Management

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.

Art Coombs

KomBea Corp., President & Ceo
Sessions: Don't Just Manage―Lead!

Art Coombs is an Author/Speaker "Don't Just Manage – LEAD!" Founder & CEO of KomBea Corp, a software company that develops Call center software. KomBea tools drive improvements focusing on compliance, credit card / SSN security and process adherence. Before founding KomBea, Art served as the EVP, Business Development / Strategic Initiatives for FirstSource, one of India's largest BPO/Contact Center outsourcers. Prior to FirstSource Art was CEO and founder of Echopass Corporation, which built the world's premier contact center hosting environment which was recently acquired by Genesys for approximately $110 million. He also held various management roles with Sento Corp. where he eventually became the CEO. Prior to Sento, Art served as Managing Director and Vice President, European Business Development for Sykes Enterprises. Art is a published author of BPO/Contact Centers, outsourcing, technical support methodologies and overall leadership. He is a recognized speaker at Support Center Sales and Leadership conferences and In addition, Art worked for organizations such as Hewlett-Packard, VLSI Research and RasterOps.

Patrick Cox

TRUSTID, inc., CEO
Sessions: Stopping Identify Fraud in the Contact Center



John Crick

Kitty Hawk, Customer Service Manager
Sessions: Helping Customers Help Themselves: Strategies for Success Self-Service Models

John is obsessed with creating effortless customer experiences, and is particularly focused on empowering agents and customers through technology. John has overseen customer relations for several groundbreaking hardware companies. He currently heads up customer service at Kitty Hawk, the personal aircraft startup working to make flight possible for everyone, and previously scaled support operations at Whistle, Parrot, and Sevenhugs.

Dan Davidson

West Monroe Partners, Senior Manager
Sessions: Creating a Compelling Customer Service Strategy

Dan Davidson is a senior manager in West Monroe Partners' Customer Experience practice, based in Seattle. Applying more than 25 years of consulting and management experience in customer service and field service, he specializes in helping clients create high performance contact centers.

Tim Decker

NICE, Director Advisory Consulting
Sessions: ROI: How to Measure and Maximize Your Contact Center's Value

Tim Decker is a Director of Contact Center Consulting for NICE. At NICE, he is responsible for leading consulting efforts to help NICE clients achieve the full value of the system solution by integrating best practices to achieve value realization in the areas of workforce management, contact center operations, performance management, and process improvements. Over 15 years of multi-call center experience in both a consulting role and operational role managing multiple call centers and vendors who provide customer contact & back office support. A Six-Sigma "Master Black Belt" with over 15 years of process re-engineering experience leading change as a consultant or employee for some of the following notable organizations: USAA, Google, GE, TIAA-CREF, Progressive Insurance, Erie Insurance, Safeco, Kaplan, Hamilton Insurance, Verisk Analytics (ISO), Texas Department of Transportation, PepsiCo, Qwest Communications, and the U.S. Army. Tim holds a B.S. degree from The United States Military Academy at West Point.

Terri DeMent

Nestle Purina PetCare Company, Manager, Consumer Services
Sessions: Using Voice of the Customer to Regain Momentum at Nestle-Purina

Terri DeMent is the Manager of Consumer Services at Nestlé Purina PetCare in St. Louis. In her role, she actively collaborates with Purina's outsourcer partner helping to ensure they are delivering exceptional service to their consumers across a variety of channels in a 24x7 environment. Terri appreciates the opportunity to share her experiences with you today.

Jenny Dempsey

Number Barn, Social Media & Customer Experience Manager
Sessions: Thought Leaders Tell All: 2018 Trends to Prepare for Now | The #FreeToHelp Movement

With almost a decade of customer service experience under her belt, Jenny Dempsey strives to bring creativity, compassion, and optimism to everything that she does. Jenny is the co-founder and regular contributor to the blog, CustomerServiceLife.com. As the Director of Customer Care for DMV.org, an internet publishing company for DMV content (not your state DMV), she works to change the game for customer service in the motor vehicle realm. Previously, Jenny was the Customer Service Manager for Phone.com, a growing VoIP company in which she wore many hats with onboarding and training, documentation, webinars, number transferring and much more. You can often find Jenny singing songs to customers as well as declining customer marriage proposals. Jenny resides in San Diego with her boyfriend and their very hungry cat, Taquito.

Dianne Durkin

Loyalty Factor, Inc., President & CEO
Sessions: Sparking Creativity and Innovation in Your Contact Center | Journey Mapping: Creating an Exponentially More Effective Customer Experience

Dianne Durkin, President and CEO of Loyalty Factor, is a nationally known keynote speaker and author of The Loyalty Factor: Building Employee, Customer and Brand Loyalty, and The Power of Magnetic Leadership: It's Time to Get R.E.A.L. Durkin has over 30 years' experience in finance, direct sales, international marketing and training and development. Dianne's proven expertise lies in helping companies quickly get to the core issues and outlining their impact on the organization's profits, productivity and people. A graduate of Rivier College, Durkin holds a Master's Degree from Duquesne University and has completed advanced programs at University of Santa Clara and Babson College. In addition to being active in Boston Club and Founding NH's EYE Team, Durkin is a champion golf player and is fluent in French and Polish.

Summer Estes

, Recuiting Director
Sessions: Leveraging Real-Time Tools For Smarter REP Training

Summer is an ex-Incentive Travel & Event Coordinator turned Employee Relations Guru for a top-100 Utah company located in the heart of the 'Silicon Slopes' in Salt Lake City. With a strong background in marketing and event coordination, and a passion for people and development, Summer is deeply involved with the strategy and process development of all things people at Smart Rhino Labs. Summer is very involved in her community, providing Image Consulting services to at-risk women, as well as coaching, directing, and judging scholarship pageants. In her spare time, she enjoys reading and playing with her yellow lab, Toby.

Vickie Friece

Meta Payment Systems, SVP Operations
Sessions: Focus on Feedback

Vickie Friece has over 30 years of Financial Services experience, with more than 15 years specializing in Contact Center management, training, and quality assurance. She recently joined Meta Payment Services (A division of MetaBank) as SVP Operations – Service Delivery/Financial Operations; overseeing Customer Service operations and a variety of other operations departments. Vickie previously served as a vice president with Zions Bancorporation's Client Contact Services, where she led Contact Center Training, Workforce Management, Quality Assurance and Customer Advocacy programs. Vickie works developing strategies and goals with a laser focus on enhancing the customer experience. In 2011, Vickie received Zions Bancorporation's highest individual recognition, the Powered by People Award; and served on the steering committee for Zions' Employee Mentoring Program, as well as the Diversity and Inclusion Council. Prior to joining Zions, Vickie spent 19 years in the mutual fund industry, where she managed operations and services departments. She holds several Financial Industry Regulatory Authority (FINRA) licenses and a Bachelor's degree in Marketing, Management, and Political Science.

Bob Furniss

Bluewolf, Director, Global Service Cloud Practice
Sessions: Next Wave of Organizational Culture – 3 Perspectives | The Future Frontline: How AI, Cognitive and Chatbots Will Change Contact Centers Forever!

For more than 35 years, Bob Furniss' career has focused on helping companies improve customer experience. As the Director of Bluewolf's Service Cloud practice, he leads a team of consultants that help companies set a new course in three key areas: Customer Service and Support strategy; Digital/Social strategy; Service Cloud implementations. The practice has more than 350 Certified Service Cloud consultants. Before joining Bluewolf, Bob founded Touchpoint Associates, Inc. in 2002 – a boutique consulting practice with a focus on Customer Experience Management and contact center strategies. Bob likes to say he "grew-up in the contact center space" – filling almost every position – from agent to director before moving into the consultant space. This experience drives his passion for frontline employees and the leadership skills required for success. Bob earned the designation as a Certified Associate by International Customer Management Institute (ICMI). He is an avid author for industry publications and blogs for Bluewolf. He was named a Senior Consultant at the Cutter Consortium – a unique IT advisory firm, comprised of more than 150 internationally recognized experts who offer research, consulting, training, and executive education. On a personal note, Bob is married with two adult children and one grandchild. He lives in Memphis, TN, loves photography and is an avid Pittsburg Steelers fan. He has a heart for the people of Honduras and serves on the board of Point of Impact, a children's charity located in Tegucigalpa.

Cindy Garrett

West Monroe Partners, Director
Sessions: Creating a Compelling Customer Service Strategy

Cindy Garrett is a director in West Monroe Partners' Customer Experience practice, with over 25 years of experience in contact center and customer experience. She leads the contact center practice for the organization, overseeing delivery of innovative strategies that apply leading technologies to drive performance and advantage.

Phil Gerbyshak

Make It Great Institute, Biz Tech Coach
Sessions: The Seven Secrets of Self-Leadership

Phil Gerbyshak is a former Vice President of Information Technology and Help Desk Manager at Robert W. Baird & Co. Inc. Phil led award-winning internal and external customer support teams, and was himself awarded for outstanding customer service - twice. Now Phil works with organizations and their people to increase their influence, impact, and income, by connecting their online and offline personas. Phil Gerbyshak is also the author of Service Desk Manager's Crash Course, and the co-author of Help Desk Manager's Crash Course (with Jeffrey M. Brooks). In addition, Phil has collaborated with Cherwell Software on several eBooks, including the upcoming 5 Habits of Highly Effective Service Desk Leaders. Phil is a dynamic, high-energy speaker. He engages and inspires audiences with his insider's knowledge of the help desk industry, and proven tactics for keeping internal teams engaged and exceeding customer expectations, boosting retention rates and overall profitability.

G. Todd Gladden,CWPP

Planmen Consultancy, LLC, ICMI Certified Associate
Sessions: Four Reasons to Remove Forecast Accuracy from your Performance Review | Strategic Planning for World Class Omnichannel Customer Experience

As the VP – US Operations for Planmen Consultancy, LLC, Todd specializes in the areas of Learning/Development, Workforce Management Operations and Contact Center Operational Process Consulting. With over 35 years of experience, holding managerial and executive positions in the Telecom, Utility and Contact Center industry, he brings a wealth of knowledge in developing linkages between business strategies, workforce operational processes and leadership skills in learning/development. Todd has consulted with companies across the globe, working with businesses to identify operational, workforce management process, human resource and training opportunities where significant productivity gains can be realized. He is a regular speaker at industry conferences, has published articles in trade journals and conducts seminars as an industry expert. He holds a Bachelor's degree in Business Management, a Master's in Human Resource Management and a Lean Sigma Management certification. He is a Certified Workforce Planning Professional (CWPP) and a charter member of the Board of Advisors for the International Society of Workforce Planning Professionals (SWPP) and The Quality Assurance and Training Connection (QATC). He is also a Certified Senior Consulting Associate for the International Customer Management Institute (ICMI). He may be reached at Todd.Gladden@Planmen.com

John Goodman

CCMC, Vice chairman
Sessions: Using Voice of the Customer to Regain Momentum at Nestle-Purina

Mr. John Goodman is Vice Chairman of Customer Care Measurement and Consulting (CCMC). CCMC's customer satisfaction and loyalty surveys and analytics have been used by over 45 of the Fortune 100 companies as well as startups with less than ten employees to produce a better ROI from their investments in customer experience. He assists executives in quantifying the payoff of enhanced service and selecting the most impactful strategies. John has managed more than 1,000 separate customer service and customer experience studies, including the White House sponsored evaluation of complaint handling practices and studies of word of mouth and consumer education sponsored by Coca-Cola USA. CCMC has replicated this study seven times, mot recently as the 2015 National Rage Study. He originated the well-known lessons, "it costs five times as much to win a new customer as to keep an existing one" and "twice as many people hear about a bad experience as a good one". His clients have included ChickFilA, USAA, Apple, Toyota/Lexus, J&J and LLBean. The American Management Association published his second book, Customer Experience 3.0, in 2014 and it has been published in Japanese and Chinese. He has spoken on quantity and customer experience in 15 countries around the world.

Sean Hawkins

Framework Homeownership, Director Contact Center & Customer Service
Sessions: Thought Leaders Tell All: 2018 Trends to Prepare for Now | Measure What Matters – How to Boost Agency Efficiency & Customer Satisfaction

Sean Hawkins is the Director of Contact Center & Customer Service at Framework Homeownership. He has over 15 years of progressive call center leadership and experience in the public, private and government sectors. Sean has led or consulted contact centers of various sizes across numerous industries. Additionally, he's implemented new technology and products, while maintaining award-winning contact centers. As an innovative and progressive leader, he has a strong track record of improving employee and customer satisfaction, while reducing costs through operational best practices. Sean excels in focusing diverse groups toward a common objective, with success leading the efforts of employees across multiple sites. His proven ability to design, implement, and manage strategies that deliver outstanding performance has helped me become one who is known for delivering results.

Vicki Herrell

QATC & SWPP, Executive Director
Sessions: Helping Customers Help Themselves: Strategies for Success Self-Service Models

Vicki Herrell serves as the Executive Director of the Society of Workforce Planning Professionals (SWPP) and the Quality Assurance & Training Connection (QATC) and has been at the helm of both associations since their inception. Vicki has over 20 years of experience in the call center and workforce management industry, serving for many years in the area of client relations and events management for the former TCS Management Group. Vicki is a popular industry speaker, serving as an industry expert on best practices in workforce management. She is the editor of the newsletters for both associations and the Workforce Management Expert Solutions book. She may be reached at vicki.herrell@swpp.org.

Todd Hixson

VIPdesk Connect, Director of Workforce Management
Sessions: Knowledge Sharing: A Collaborative Method for Building Engagement

Bio: Todd has been in contact center operations/management for around 20 years, working for Travelocity and Intuit prior to joining Cabela's. He has been an out-source, and in-source and an us-source with a belief in efficiencies realized using creative scheduling, performance based "right for me" shift bidding, and pushing limits with optimization focusing on delighted customers and engaged employees. He has driven back-office utilization of WFM practice, multiple channel skill based operations practices, and cross functional "day in the life of WFM" workshops. His current projects include deep dives into Omni-channel functionality and creative workforce team design. He has served on ICMI's advisory board, consulted in industry standard certification with CIAC, working on last update to industry standards and is a frequent industry speaker.

Annie Inglis

Genomic Health, VP Global Commerical Operations
Sessions: Personalize the Contact Center Experience While Increasing Operating Efficiencies



Khalida Jarbou

ForeSee, Director, Sales
Sessions: Focus on Feedback

Khalida leads a team of enterprise account managers focused on nurturing client partnerships across industries such as finance, retail, health care, telecommunications and many others. Her team assists clients navigating the voice of customer and customer experience at all levels of their organizations. They strategize and ensure the clients receive the insights they need to make the big business decisions. During her eight years with ForeSee, Khalida has also had firsthand sales experience, working with clients including AT&T, Citibank and Microsoft. Prior to joining ForeSee, she managed and expanded accounts for ePrize, Quicken Loans and others.

Alexa Kelly

Salesforce, Regional Vice President
Sessions: Personalize the Contact Center Experience While Increasing Operating Efficiencies



Davy Kestens

Sparkcentral, CEO
Sessions: Redefining Customer Service in a Digital World

Davy Kestens is the Founder & CEO of Sparkcentral, a company based in San Francisco, CA that enables customer-centric enterprises to efficiently manage customer service through pro-active mobile messaging. In addition to leading Sparkcentral, Davy has also invested in several software-as-a service startup companies where he contributes guidance on international markets and expansion. An autodidact originally from Belgium, Davy discovered the idea that led to Sparkcentral while working as an entrepreneur while in college and identifying the need for a streamlined way to respond to customers using non-traditional digital channels.

Jim Knight

Hard Rock Café, Former Head of "School of Hard Rocks"
Keynotes: Featured Keynote: Culture That 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.

Jackie Kravatz

, Partner Training Lead
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Joining Airbnb 6 years ago, Jackie's boundless energy and strong foundation in training and project management have afforded her the ability to remain hyper-focused on the customer experience. Accomplished in cross cultural facilitation, mediation, operations, analysis, and instructional design, she leads a variety of initiatives to improve training performance and cultivate internal culture at partner sites. Jackie currently serves as the Partner Training Lead for Airbnb.

Amber Krueger

US Bancorp Fund Services, LLC, Operations Manager, AVP
Sessions: Maximizing Contact Center Talent

Amber Krueger serves as the Lewis Center Contact Center site manager for U.S. Bancorp Fund Services' Investor Services & Process Solutions department, located in Milwaukee, Wis. Mrs. Krueger has served in this role since 2013 and joined U.S. Bancorp Fund Services in 2007. She has served in a management capacity since 2011.

Rian Logan

Genesys, Technical Marketing
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Erica Marois

ICMI, Community Strategist
Sessions: Thought Leaders Tell All: 2018 Trends to Prepare for Now



Lauren Maschio

NICE, WFO Portfolio Manager
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Lauren Maschio has over 20 years of marketing leadership experience in the high technology industry with more than 7 of those years in the contact center market. As a NICE product marketing manager for the Quality Management solutions in the WFO portfolio, Lauren is responsible for driving strategy and thought leadership, campaigns, and sales enablement. Prior to NICE, Lauren has held senior-level global marketing positions at VoltDelta, Process Software, Compaq (now HP), Bay Networks (now Nortel) and CrossComm. Lauren holds a bachelor's degree in Marketing from Babson College and a MBA from Northeastern University.

Peter McGarahan

First American Title Insurance Co., Senior IT Director, Infrastructure Corporate IT
Sessions: 10 Knowledge Management Best Practices That Lead to Success

Pete McGarahan is the Senior Director of IT for First American, as well as an industry expert and thought leader in global IT Service Management. He was also the founder of McGarahan & Associates and has thirty years of business, IT, and service leadership experience. He enjoys sharing lessons learned and career experiences through published articles and presenting at industry conferences. He has received various industry awards and honors, including the Help Desk Institute's Team Excellence Award for his work with the Taco Bell support organization, the "Top 25 Professionals in the Service and Support Industry" from IT Support News, and "The Legend of the Year" (twice) at the STI Knowledge Symposium and Help Desk Professionals conference. Pete is well known in the support industry for his endless positive energy, leadership, mentoring, and advisory services

Zoe Meinecke

Lessonly, Director of Services
Sessions: Leveraging Real-Time Tools For Smarter REP Training

An organization's ability to provide its customers and employees the knowledge they need to succeed when and where they need it is paramount to their success. As Lessonly's Director of Services, Zoe Meinecke ensures Lessonly's clients do just that by leading the design, execution, and development of their Learning Programs. Prior to joining Lessonly, Meinecke founded Base Advantage, LLC, a firm specializing in knowledge capture and transfer. Again, helping companies retain and access the critical knowledge that keeps their businesses running. Meinecke is an accomplished speaker and writer with articles published in various HR and Business Journals. Having started at IBM, her professional career now spans the globe where she's had success supporting large customers like Amazon, Target, Advance Auto Parts, Flipkart and Kinokuniya. What her diverse experience has taught her is that knowledge is power and that a competitive advantage is won by those who maintain and develop that knowledge base. Meinecke is an avid sports fan and runner. When she is not working, you can find her on the trails with her husband and two dogs.

Debi Mongan

The Mindful Call Center, Founder
Sessions: Next Wave of Organizational Culture – 3 Perspectives

Debi Mongan is a tried and proven leader in the Call Center and Customer Service field with over 25 years experience. She is an innovator and has excelled at managing call centers both inbound and outbound, handling sales and customer service. She has held call center management positions in the publishing, E-commerce, professional baseball and travel industries. Debi has had particular success with retention of agents and employee engagement, creating a culture in her call centers that is nurturing while tough, fun while productive and extremely employee-centric. She has crafted a way to help agents use mindfulness techniques to reduce stress in the call center and increase KPIs and Employee Satisfaction. Professionally, she served as Vice President on the Board of Directors for C.A.R.E., was on the Strategic Planning Committee for Travel Advantage Network and was Director of Operations for Maryland Baseball Telemarketing. Debi is also a certified Reiki practitioner and LOA Coach in the mindfulness field. She is dedicated to combining these two worlds and helping Customer Service employees and their companies blossom. In 2016, Debi was voted as one of the ICMI Top 50 Thought Leaders to follow on Twitter.

Tim Montgomery

Alamo City STAT, Principal Consultant
Sessions: Secret Weapons for the Seven Most Common Contact Center Headaches | Moving Metrics into Action

Tim Montgomery is a Principal Consultant at Alamo City STAT (ACS). ACS is led by a team of call center veterans that built and sold one of the first 100% cloud based BPO call centers. His proven expertise in customer service and contact center operations has made him a sought-after advisor to companies in a variety of vertical industries. Tim has personally assisted some of the world's most recognized service organizations – DELL, AIG, Lifetouch Publishing, ADP, Mitsubishi Motors, Farmers Insurance, Premera Blue Cross, Deluxe Corporation, Allstate, Kodak, Liberty Mutual, Cinergy, Prudential, Meguiar's, Isagenix, Department of Veterans Affairs, The Gartner Group, Amerigroup, Prime Therapeutics, Harvard Medical School, and many more. Tim is an accomplished author and has written numerous insightful and forward-thinking articles and whitepapers on a wide range of leadership/management, customer service, and contact center topics. His work has been featured in many global publications, industry journals and position papers. He is also a contributing author to highly regarded books on Leadership and Business Management, Customer Relationship Management, Call Center Operations Management and People Management.

Charo Murphy

Genomic Health, Director, Global Customer Service
Sessions: Personalize the Contact Center Experience While Increasing Operating Efficiencies



LESLIE O'FLAHAVAN

E-WRITE, Owner
Sessions: The #FreeToHelp Movement | Coach Your Customer Service Agents to Be Better Writers

Leslie O'Flahavan has helped thousands of people learn to write well for online readers. She has delivered customized writing courses for customer service agents, social media managers, and support desk staff. She is a problem-solver for all the writing-related challenges faced by contact centers: e-mail, chat, and social media. She helps contact centers train agents to write excellent e-mail, measure the quality of their e-mails to customers, and rewrite and maintain their entire library of canned answers. Recently, she completed a complete overhaul of customer service writing for a global airline's domestic and international contact centers. In 2017, Leslie became a Lynda.com author of the courses How to Write Customer Service Email and Customer Service: Writing for Social Media. Leslie is the co-author of Clear, Correct, Concise E-Mail: A Writing Workbook for Customer Service Agents.

Anne Palmerine

UPMC Health Plan, Associate VP
Sessions: Helping Customers Help Themselves: Strategies for Success Self-Service Models | UPMC Health Care Concierge Program: Personalized Customer Service

Anne Palmerine is the Associate Vice President of Customer Engagement and Enrollment Services for UPMC Health Plan. Anne has led UPMC Health Plan in Customer Service for the past fourteen years, including Enrollment and Retail. Accomplishments have included implementation of a highly esteemed Health Care Concierge program, implementation of Genesys call center technology, driving first call resolution and service recovery, integration of an omnichannel experience, and achieving JD Power Call Center Certification in 2009, 2011, 2012 and 2014. Achievements have included from ICMI, 2015 Best Large Contact Center, from Stevie Awards, 2015 Contact Center of the Year (Over 100 Seats) and from IQPC, Best in Class Contact Center (Over 200 Seats). Anne has managed in customer service call centers for the past 24 years with a focus on customer retention, growth, and sales. She has a bachelor's degree from West Virginia University and an MBA from the University of Pittsburgh.

Peg Peterson

NICE, Business Consultant
Sessions: ROI: How to Measure and Maximize Your Contact Center's Value

Peg Peterson is a 20-year veteran of the telecommunications industry and a seasoned performance improvement and coaching expert. As a master coach, consultant and performance management guru, she advises on call-center operations and leadership. She drove adoption of NICE Performance Management from 45 percent to 98 percent in her organization and frequently coaches C-level executives, leaders, teams and individuals. Her "Data+Behaviors" approach applies data-informed strategies to coaching for change on the behavioral level. The process has generated proven results across all areas of business: contact centers, vendors, retail sales, partners, telesales, chat, back office and online support.  Part of her success was her ability to measure the success of her coaching program, enabling highest levels of support for her program. A Green Belt in Six Sigma, she has always loved the "investigation" aspects of uncovering data to find ways to measure success!

Sarah Reed

Zendesk, Editor of Relate and Director of Content Marketing, Relate by Zendesk
Sessions: Complicated Modern Relationships—Your Brand Identity and Customer Support

Sarah Stealey Reed believes in good customer experiences and optimistic relationships. While she left her heart in the contact center, she's now passionately writing and speaking for Zendesk and Relate—a place for people to explore their important relationships with customers, colleagues, and their community. She can be found on Twitter: @stealeyreed.

Justin Robbins

ICMI, Group Community Director
Sessions & Keynotes: Oops, They Did It Again: Best Practices for (Actually) Improving Agent Performance | Helping Customers Help Themselves: Strategies for Success Self-Service Models | Customer Lifetime Value: The Pros, Cons, and Hidden Dangers | Focus on Feedback | Keynote Address | MasterMinds

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.

John Rossman

, Former Amazon Executive, Author on Digital Disruption, Innovation and IoT
Keynotes: Featured Keynote: Building the Culture of Innovation - "The Amazon Way"

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.

Michele Rowan

Customer Contact Strategies, President
Sessions: Work at Home: Best Practices for Performance Support, Training, and Engagement

Michele Rowan is President of Customer Contact Strategies and former VP of Performance Management for Hilton Hotels, where she led the strategy and implementation for the company's 1000+ home working program. Through regional workshops, web trainings and customized on-site consulting, Michele has worked with 500+ companies in financial, healthcare, travel, retail, entertainment, telecom /tech support, BPO, and non-for-profit sectors in remote working program expansions for contact centers, support functions and enterprise.

Jeff Rumburg

MetricNet, LLC, Managing Partner
Sessions: Benchmark Your Way to World-Class Performance | Contact Center Cause and Effect: The True Impact of Your KPIs

Jeff Rumburg is co-founder and Managing Partner of MetricNet, LLC. He was awarded the 2014 Ron Muns Lifetime Achievement Award by HDI for his contributions to the IT Service and Support industry. He has authored a best-selling book on Benchmarking, and has published more than 100 whitepapers on Call Center Best Practices. He has also been retained as a contact center expert by more than half of the FORTUNE 1000, including such well-known companies as HP, Intel, General Motors, IBM, and American Express. Equally broad is his industry experience, which includes call center project management and benchmarking for virtually every major industry. Prior to co-founding MetricNet, Mr. Rumburg was president and founder of The Verity Group, an international management consulting firm specializing in benchmarking and competitive analysis. As president of The Verity Group, Mr. Rumburg launched a syndicated benchmarking service that provided call center benchmarks to more than 1,000 corporations worldwide. Additionally, Mr. Rumburg has held executive positions at META Group, and Gartner. As vice president at Gartner, Mr. Rumburg led a project team that reengineered Gartner's global benchmarking product suite. And as vice president at META Group, Mr. Rumburg's career was focused on Call Center Benchmarking and reengineering. Mr. Rumburg's education includes an M.B.A. from the Harvard Business School, an M.S. magna cum laude in Operations Research from Stanford University, and a B.S. magna cum laude in Mechanical Engineering. He is author of A Hands-On Guide to Competitive Benchmarking: The Path to Continuous Quality and Productivity Improvement, and has taught graduate-level engineering and business courses.

Patrick Russell

Nice inContact, Senior Manager, Product Marketing
Sessions: Mobile Mini: Transforming Data into Decisions with a little help from a Cloud

With a passion for technology and finding new ways to make customers happy, Patrick has spent the last 14 years in leadership positions within the contact center industry. With more than a decade managing various aspects of large multi-site operations with seat sizes ranging from 500 to 3,000 he has developed a deep understanding of what works, and what doesn't. Patrick has spent the last four years working on the software side of contact centers with a focus on Workforce Optimization tools and improving the agent and customer experiences.

Jim Rustad

, .
Sessions: A Proven Approach to Continuous Improvement in the Contact Center

Jim is a devoted customer experience and sales executive who has helped thousands of people grow in their careers while enabling companies to deliver customer service and sales experiences. During his 25 years in the business he has worked with volatile dotcom start-ups, large cable/telecom companies, established big box retail organizations who moved to the web, trailblazing web centric academic institutions and other organizations across the globe. For a variety of industries and verticals Jim has: • Managed and/or established large contact center operations at an executive level (Fortune 50) • Selected and utilized a variety of outsourcers across the globe • Facilitated the selection and implementation of large scale telephony systems, CRM, workforce management, web self-help, chat, and social media tools • Facilitated major integration or change initiatives that bring multiple US and international contact center operations and systems together • Created and implemented a variety of Kaizen/Lean programs along with the development of supporting training • Worked with globally integrated contact centers (Australia, Canada, Germany, Great Britain, Holland, Ireland, Jamaica, Mexico, Philippines, Singapore, South Africa and the US) • Facilitated a variety of contact center related customer experience Due Diligence efforts for private equity firms His relentless innovation and proven leadership has fostered collaboration among divisions, introduced efficiencies, improved employee satisfaction and created strong and positive customer experiences. Jim holds a bachelor's degree in communications with a focus on interactive technology from the University of Wisconsin-Madison. Through active participation in the International Quality & Productivity Center (IQPC), International Society for Performance Improvement (ISPI) as well as other projects, he continues to be a leader in customer experience, developing people and contributing to the success of companies.

Gadi Shamia

Talkdesk, Chief Operating Officer
Keynotes: Welcome Keynote: 5 Can't Miss Contact Center Opportunities

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).

Anne Slough

LSA Global, VP, Client Solutions
Sessions: A Proven Approach to Continuous Improvement in the Contact Center

Located in Raleigh, North Carolina, Mrs. Slough serves as a leading consultant to the contact center industry. She has a rich history of directing senior level executives in the development of their corporate strategies and contact center initiatives. She has an extensive background in helping contact centers to develop business plans, to diagnose operational gaps, and to implement results-oriented cultures. Ms. Slough has both a breadth and depth of experience in establishing and growing high-performing teams. From selecting technology to establishing recruiting and selection procedures, goal setting processes, feedback systems, coaching models and implementing sales and service skills, she has an expansive understanding of the complexities facing contact centers today. Ms. Slough has worked with contact centers of all sizes and industries, both in the United States and abroad. She is a frequently requested speaker at leading contact center conferences and symposiums. She holds a BA and MA from East Carolina University.

Jeff Toister

Toister Performance Solutions, Inc., President
Sessions: How to Define Your Culture with a Powerful Vision Statement | Tackling Five Hidden Causes of Poor Customer Service | How to Quickly Design and Develop Agent Training

Jeff Toister helps customer service teams unlock their hidden potential. He is the author of The Service Culture Handbook: A Step-by-Step Guide to Getting Your Employees Obsessed with Customer Service. He has also authored four train-the-trainer videos on Lynda.com including Needs Analysis, Adult Learning Principles, and How to Measure Learning Effectiveness. Jeff was named one of the Top 30 customer service professionals in the world by Global Gurus. He was also named one of the Top 50 Thought Leaders to Follow on Twitter by the International Customer Management Institute. Jeff holds Certified Professional in Learning and Performance (CPLP) certification from the Association for Talent Development.

Clement Tussiot

Salesforce, Director, Product Management
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Grace Vaughey

airbnb, Head of Global Training
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An energetic, versatile & passionate educator, Grace Vaughey has worked in the world of Training & Development her entire life. From instructional design, facilitation, training analytics and training management, she has made it her life's purpose to consistently drive innovation in learning. Grace currently serves as the Head of Global Training for airbnb.

Conor Volpe

Salesforce, Associate Manager, Service Cloud
Sessions: Strategic Planning for World Class Omnichannel Customer Experience



Greg Yarbrough

USAA, Executive Director, Technical Fellow
Sessions: Routing with Robots: New Innovations in Service

Greg is a Technical Fellow in USAA's Chief Technology & Design Office, where he is a champion, evangelist, and sponsor of new methods, technologies, and projects, driving innovation, and promoting strategic priorities. He currently provides technical oversight for the Contact Center, CRM, Business Process, and Business Rules domains. Greg joined USAA in 2007 after working with IBM, HEB Grocery, Koch Industries, and Southwest Airlines.

"If you work in a Contact Center you need to attend this event! The ICMI Team creates a three day event where you learn more about Leadership, Employee Training/Quality Management and Retention, Technology in a fun environment, with the best in the Biz!"

Susie Kent, National Director Sales & Service, Broadway.com

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