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Chris Bauserman

inContact, VP, Product Marketing

Lori Bocklund

Strategic Contact, President
Sessions: Technology Selection at the Speed of NOW | Secrets to Success in Technology Selection and Implementation | 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.

Brad Cleveland

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 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.

Marsha Collier

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

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.

Nathan Deeds

OpenTable, a member of the Priceline Group, Sr. Manager Customer Support
Sessions: One Metric You Might Be Missing: Contact Rate

Previously head of global customer support at the Janus Friis backed music streaming service Rdio, handling millions of customers in 60+ countries and 25+ languages. Experience supporting hardware and software in both enterprise and startup environments. Currently Sr. Manager Customer Support at OpenTable, a member of the Priceline Group/ Legendary customer service skills. Always advocating for the customer and doing what's right.

Lisa Durant

Nemertes Research, Research Analyst
Sessions: Multi-channel Done Right: Launching, Managing, and Optimizing Multi-channel Customer Engagement | Optimizing Your Workforce in an Omnichannel Environment

Lisa Durant is a Research Analyst with Nemertes Research, where she conducts and analyzes primary research and develops research reports for the Contact Center and Customer Engagement and Unified Communications and Collaboration tracks. Lisa graduated from the University of Maryland Baltimore County in 2009 with a BA in English. Before joining Nemertes, Lisa worked as a technical writer for 2 years in the mobile and wireless telecommunications market, where she supported benchmark testing for some of the world's largest mobile operators. She also spent 2.5 years working as a technical writer in the defense contracting industry, first in operational testing and evaluation for a U.S Marine Corps customer and later in distributed learning for the Army National Guard. Lisa lives in northern Virginia, where she enjoys horseback riding and is a highly active volunteer for local animal rescues.

Dianne Durkin

Loyalty Factor, President & CEO
Sessions: Change Your Thinking, Change Your Culture

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. Dianne has presented keynotes and breakout sessions for organizations including National Association of Background Screeners, Granite State HR, Society for Human Resource Management, American Society for Healthcare Human Resources Administration, SOCAP International and many more. With more than 25 years of experience in training and development, finance, direct sales and international marketing, many describe Dianne as a visionary thinker with a rare combination of creativity and a strong business sense who takes abstract ideas and turns them into reality. Durkin has been featured in the New York Times, Wall Street Journal, Fortune, USA Today, Investor's Business Daily, the Boston Globe, among numerous other publications. She was also the subject of a cover story in Learning and Training Magazine and she appeared on National Public Radio and Bloomberg Television and Radio. Her writing has appeared in Master Salesmanship, Potentials, New Hampshire Business Review, and other business publications.

Deelee Freeman

Call Center Training Associates, Inc., Founder/Director
Sessions: Call Calibration: Achieving Quality Scoring Consistency

Deelee Freeman has been providing training, human resources and consulting services for contact centers for over 25 years. As a business consultant for a quality monitoring tech company and trainer for call center staff, she worked with senior operations and contact center management, quality assurance analysts and HR of Fortune 500 companies, helping them improve operations, quality monitoring processes and staff performance. She has been instrumental in helping contact centers develop skills in all levels of the organization, from frontline agent to senior management. She has a MA from University of Denver, Colorado in Organizational Communications, teaching college courses in Communications, Public Speaking, Negotiations and Business Management. She is also a certified TTI/DISC consultant and instructor, helping companies successfully job benchmark, hire, retain and develop talent in their call centers.

Bob Furniss

Bluewolf, Director, Global Service Cloud Practice
Sessions: A Better Way to Measure Your Contact Center Success

For more than 30 years Bob Furniss' career has focused on helping companies improve customer experiences. As the Director of Bluewolf's Global Service Cloud practice (, Bob leads a team of consultants focused on improving customer experiences and engagement. Bluewolf is a global consulting agency that builds digital solutions designed to create results. We design, build, and innovate customer and employee experiences on the Salesforce platform. Bob's Service Cloud team works with clients in three key areas: Service and Support strategy, Social Service strategy, and Service Cloud implementations. Before joining Bluewolf, Bob founded Touchpoint Associates, Inc. in 2003. The consulting organization focused on Customer Experience Management, Contact Center Strategies, Frontline Leadership and more. Bob earned the designation as a Certified Associate by International Customer Management Institute (ICMI) in 2003. He has authored two books and writes for several industry publications. Bob was named a Senior Consultant at the Cutter Consortium a unique IT advisory firm, comprised of a group of more than 150 internationally recognized experts. Bob holds both Admin and Service Cloud Salesforce Certifications. He was also named to IMCI's top 50 #CCTR Twitter List in 2014. On a personal note, ask Bob about his life and he will talk about his family and his has a passion for the people of Honduras. He is on the board of Point of Impact, a children's ministry in Tegucigalpa.

Laura Grimes

Harrington Consulting Group, CEO
Sessions: The Big Picture of Quality Data

Laura is CEO of Harrington Consulting Group Inc. She is an experienced consultant with over 20 years of successful business planning, project management, traffic engineering and resource management. Laura draws on her dynamic and innovative background in service and manufacturing operations with high-growth industry leaders. She has developed unique operational solutions for companies facing the challenges of managing multiple skills in multiple centers spanning the globe, including site selection and facility design. She is deft at developing customer relationship strategies and drilling those strategies down to operational plans.

Laura, a frequent speaker at conferences, enjoys sharing her passion for customer service and exploring alternative and innovative ways to efficiently and effectively gain loyalty and retain customers. She has taught and lectured at several universities, and has published many articles on different facets of call center management including strategy development, deployment of resources, motivation of associates and forecasting and scheduling.

Laura is an ICMI-Certified Call Center Management Consultant. She earned her master degree in business administration.

Tom Grothues

USAA, Senior Vice President, Bank and Property & Casualty Sales and Service Team
Keynotes: Featured Keynote: USAA - Purpose Driven Customer Experience

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.

Catherine Hillier

Clio, Director of Customer Support
Sessions: Embrace and Enable Your Agents' Personalities to Give the Ultimate Customer Experience

Catherine has been with Clio for six years and has helped the company grow from a scrappy startup where everyone worked from home, to an established company of over 170 staff with office locations across Canada and in the EU. As the Director of Customer Support at Clio, Catherine leads a group of passionate and sparky team members to deliver an effortless experience for our customers.

Catherine has recently been nominated as a finalist for the category of Customer Service Leader of the Year at the Stevie Awards (

Todd Hixson

Cabelas, Contact Center Workforce Manager
Sessions: Maximizing Efficiency through Extreme Workforce Optimization

Todd has been in contact center operations/management for more than 15 years, working for companies such as Travelocity and Intuit prior to joining Cabelas. During Todd’s career, he has driven back-office utilization of work force management practice, multiple channel skill based operations practices, and cross functional understanding via “a day in the life of operations” workshops.

Al Hopper

SocialPath Solutions, Co-founder and Chief Operating Officer
Sessions: First Contact Resolution: Evolution from Traditional to Social Media Service

Al is Co-founder and Chief Operating Officer of SocialPath Solutions, a social media as a service provider helping Client businesses achieve their social media goals through engagement and service. His experience includes more than a decade leading in contact center departments for a major international bank, including their social media support team. He was considered one of the Top 100 Most Social Customer Service Pros on Twitter in the Huffington Post in 2013. In 2014 and 2015 he was named a Top 50 Thought Contact Center Thought Leader by ICMI. Al earned his MBA, with honors, from American Military University in 2015.

Karin Hurt

Let's Grow Leaders, CEO
Sessions: Results That Last: 7 Roles Every Contact Center Manager Must Master

As a speaker, leadership consultant, and MBA professor, Karin helps leaders improve business results by building deeper trust and connection with their teams. A former Verizon Wireless executive, she has over two decades of experience in sales, marketing, customer service, and human resources. A few highlights from her time at Verizon include: Transforming customer service outsourcing (96M calls/year) to reach parity in quality with internal centers by building strong cultures that deliver positive customer experiences. Developing a sales team (1.5B in Revenue) that led the nation in store sales to the small and medium business space and winning the President's award for Customer Growth Karin was named on the American Management Association 2015 List of 50 Leaders to Watch, Inc's list of 100 Great Leadership Speakers For Your Next Conference, and Trust Across America's 100 Thought Leaders in Trusted Business Behavior. Her award-winning blog, Let's Grow Leaders, has grown into a highly interactive, international community. Her book, Overcoming An Imperfect Boss is available on Amazon. Her next book, Winning Well will be published through AMACOM next Spring. Karin has a BA in Communication from Wake Forest University, an MA from Towson University in Organizational Communication, and additional graduate work at the University of Maryland, where she currently teaches in the MBA and Executive Education programs. Karin lives in Baltimore with her husband and two sons. She knows the stillness of a yogi, the reflective road of a marathoner and the joy of being a mom raising emerging leaders. Ultimately, it's about Confident Humility.

James Keaten

Ideal Dialogue Company, Chief Science Officer
Sessions: Shift Happens: Create an Environment to Influence Customer Mood Change

Dr. James Keaten directs Ideal Dialogue's Science Lab, leading the team's research focus and product innovation. He is an expert on intercultural communication, leadership development, and organizational psychometrics. He also serves as Professor of Communication Studies and Coordinator of Graduate Studies at the University of Northern Colorado. He earned both his M.A. and Ph.D. in Communication and Statistics from Penn State University. Dr. Keaten is also an alumnus of Harvard University where he completed his post-doctoral studies in intercultural studies with an emphasis on comparative world religions.

Kenneth Knoll

WeGoLook, COO
Keynotes: Welcome Address: Reimagine the Contact Center Experience

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.

Brian LaRoche

CallMiner, Product Marketing Manager
Sessions: How Mercedes-Benz Leverages Omni-Channel Customer Journey Interaction Analytics to Achieve Success

Brian LaRoche is Product Marketing Manager for CallMiner, ( a market pioneer and leader in automated contact analytics. Mr. LaRoche started his career as a Sales Executive in the telecommunications industry during the early days of divestiture and the telecom revolution. In his tenure with that industry he served in a number of capacities including leading Strategic Sales, Call Center Services, Marketing for Technical Services and Advanced Solutions Groups. Mr. LaRoche has a long standing comprehension of Call Center operations as in the course of his career he has not only designed and sold the full gamut of call center technologies, he actually ran a multisite sales, customer service and lead development Call Center operation. Mr. LaRoche attended New Hampshire Technical Institute and completed Northeastern University's Data Communications Engineering Program.

Rhonda Ludbrook

Mercedes-Benz Financial Services, AQM CallMiner Business Consultant
Sessions: How Mercedes-Benz Leverages Omni-Channel Customer Journey Interaction Analytics to Achieve Success

Rhonda is the Business Consultant for MBFS's call recording and speech analytics applications. Rhonda focuses on recording and speech analytic solutions across all business departments in the Fort Worth office and offers support to Canada and Mexico offices as well. She has 15 years with MBFS and has Quality Management and extensive reporting experience within her company background.

Heather Magaha

Wells Fargo, Senior Vice President, National Client Service Manager - Treasury Management Client Services
Sessions: Driving Customer Loyalty One Customer at a Time at Wells Fargo

As a National Client Service Manager for Wells Fargo Treasury Management Client Delivery, Heather Magaha oversees Dedicated Client Services which provides personalized service for Commercial clients utilizing treasury management products and services. She manages 7 service sites coast to coast. Heather's passion is leading her teams to deliver A+ service to make it easier for customers to conduct their core business and achieve financial success. Through innovative and customized delivery, Dedicated Client Services has been recognized as an industry leader in customer service. Previously, Heather led the National Service Group, servicing clients through 1-800-AT-WELLS. Heather also spent time managing domestic and international sites for Technical Consulting Services and Implementations, and served in sales as a Small Business Banker. Heather started her career in Investment Operations. In 2015 Heather was honored as "Woman of the Year" by the Stevie Awards for Women in Business, and was ICMI's "Best Contact Center Leader of the Year" in 2014. Heather earned her M.B.A. from Wake Forest University and completed her B.S. in Business Administration as a Presidential Scholar at High Point University.

Pete McGarahan

First American Financial, Senior Director, IT Infrastructure Services
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.

Dustie Mercer

Renaissance, Director, Call Center Operations
Sessions: Leadership: Inspire Change from the Frontlines!

Dustie Mercer joined Renaissance in March of 2015 as Director of Call Center Operations. She has a Bachelor's degree from Indiana University- Purdue University Indianapolis, and brings over 15 years of call center leadership experience to the Renaissance team.Her commitment to maintaining employee morale and a positive work culture, she believes, directly contributes to creating the best possible customer experience.

Dustie is an Indiana native now living near Indianapolis with her husband, two children, and her dog Chuck. She loves playing organized sports, riding her motorcycle, and spending quality time with her family.

Lauren Mott

Charter Communications, Sr. Director Customer Care
Sessions: Shift Happens: Create an Environment to Influence Customer Mood Change

Lauren Mott is the Senior Director of Customer Care for Charter Communications. In this capacity, she leads the quality monitoring and quality assurance efforts, oversees the executive escalations teams and manages the strategy and execution of Social Media Care. Lauren is a twenty-three year veteran of the contact center industry, with a specific focus on the customer experience delivery. She is a leader in the development and deployment of quality monitoring programs that produce superior customer satisfaction results.

Pauline Mulvey

Mitchell International, Vice President of Enterprise Business Technology
Sessions: Customer Experience, Up in the Cloud

Pauline Knudsen-Mulvey has over thirty years of experience in managing Business Applications, Technical Support and Service with an emphasis on acquisition integration, quality measurement, metrics and process improvement. Pauline joined Mitchell in May of 2003 and currently serves in the position of Vice President of Enterprise Business Technology. Joining Mitchell to lead the Auto Physical Damage Service and Support teams, she drove the change to real-time support, implementation of a new CRM (Salesforce) and InContact. In her current role, she was key in leading the company’s move to the cloud for internal business applications which includes the CRM, ERP, HRIM and IVR/ACD systems, leveraging best in class tools to drive process improvements.

Pauline has a BS in Computer Science and is ITIL certified, and Six Sigma Green belt. She brings a wealth of operational experience with her rich background with software companies.

Ted Nardin

Ideal Dialogue Company, President
Sessions: Shift Happens: Create an Environment to Influence Customer Mood Change

Over the most recent 25 years Ted has served in senior leadership roles with renowned customer service companies. Over the last three decades he has experienced rapid growth and change in the customer support industry, all the while engaging in original research and inventing new methods that help organizations reap the benefits from people talking to people. He is the principle founder and president of the Ideal Dialogue Company where they push the bounds of innovation in our industry. As a frequent guest-speaker he enjoys unleashing his inner communication science geek in venues large and small.

Leslie O'Flahavan

E-WRITE, Principal
Sessions: How to Write to Customers in Your Company's Brand Voice

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. Leslie is the co-author of Clear, Correct, Concise E-Mail: A Writing Workbook for Customer Service Agents.

Monica Pastrana

SSM, Process Improvement Facilitator
Sessions: The Big Picture of Quality Data

Monica Pastrana, a certified Six Sigma Green Belt, is a Process Improvement Facilitator at SSM in Madison, WI. She utilizes Lean/Six Sigma and change management skills to help overworked and frustrated patient care professionals embrace a new way of completing work, improving quality metrics, and increasing value to the patient.

David Perry

Clio, Customer Support Manager
Sessions: Embrace and Enable Your Agents' Personalities to Give the Ultimate Customer Experience

In his still young professional life, David Perry has had a passion for Customer Service. After graduating from the University of Victoria with a Bachelor of Fine Arts in Theatre - he quickly uncovered a love for working with people. He began work as a historical and environmental interpreter working for institutions like The Royal BC Museum, the Vancouver Aquarium and the Stanley Park Ecology Society teaching tourists and locals alike all that history and nature had to offer. When the opportunity came to explore a new field in the technology sector, he jumped at the chance and hasn't looked back. Now working as the Customer Support Manager at Clio, David brings a unique skill set to the table. His education isn't in business, isn't in management and isn't in software - his background is in people! He thrives on connection and wants to enable his teams to build lasting connections with everyone they encounter.

David has had a big impact on Clio Support team's success and Clio was recently nominated as a finalist for Contact Centre of the Year at the Stevie Awards (

Justin Robbins

HDI and ICMI, Group Community Director
Sessions & Keynotes: First Contact Resolution: Evolution from Traditional to Social Media Service | Gaining Enterprise-Wide Cooperation for Customer Service Excellence | No More Apologies: How to Master Multilingual Support in the Contact Center | Welcome & Keynote Address

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 ( 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: | |

Michele Rowan

Customer Contact Strategies, President
Sessions: The 21st Century Office: Making Work-at-Home Work

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+ Remote Working program. Michele has worked with 500+ companies in financial, healthcare, travel, retail, entertainment, telecom /tech support, BPO, and non-for-profit sectors. Her distinctive focus is helping companies implement and continuously improve their remote working programs for contact centers, support functions and enterprise employees.

Patrick Russell

iQventures, Director, Product Management & Account Services
Sessions: Using Technology to Create an Engaging Customer Experience

Patrick has been a leader in the contact center industry for over fourteen years working as a vendor, a BPO leader, managing an in-house operation, and as part of various contact center software companies. Patrick has a proven track record of improving processes and driving sales and service results for many companies, to include; retail, collections, hospitality, and technical support. His deep understanding of all of the contact center software components paired with real world leadership experience in the industry adds tremendous value to any organization. Patrick holds his bachelor’s degree in Accounting and spends the majority of his free time traveling or taking part in various adventure sports.

Gadi Shamia

Talkdesk, COO
Keynotes: Welcome Address: Reimagine the Contact Center Experience

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.

Dayna Steele, Chief Success Strategist at Daily Success, Story Teller and Author
Keynotes: Featured Keynote: Rock Your World - 5 Things To Do Every Day to Rock Your Customer Service World

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 tip at a time.

Ann Tardy

LifeMoxie Mentoring, CEO/President
Sessions: Retained! How to Help Managers keep their Employees

As a former Silicon Valley corporate attorney and a current CEO, Ann knows people from many dynamics. In 2003 Ann launched LifeMoxie Mentoring to help organizations use mentoring to accelerate leadership and drive engagement. LifeMoxie's programs are loved by clients such as Kaiser Permanente, Duke Energy, and Macy's. Ann has been honored as an Outstanding Business Woman and with the Vanguard Award from The McGraw-Hill Companies. Ann has been influencing audiences from the stage and in her books for over 15 years. She is the author of Ambition on a Mission (2007), Moxie for Managers (2011), and Why Mentoring Matters (2013). When not on a stage, Ann is on her bicycle. In 2011, Ann cycled 4,200 miles from San Francisco to San Diego; in 2012 she cycled 2,600 miles from Key West, Florida, to Bar Harbor, Maine; and in 2014 she cycled 1,600 miles from Seattle to San Diego

Jim Tincher

Heart of the Customer, Mapper-In-Chief
Sessions: Journey Mapping: Create an Effortless Experience

Jim Tincher is the Principal Consultant at Heart of the Customer, a Customer Experience consulting company. Jim has more than 20 years of experience in driving customer experience from small business to Fortune 500 companies. Jim’s Customer Experience expertise has led to engagements as far-reaching as developing consumer tests at Best Buy, creating a Customer Insights capability at UnitedHealth Group, and consulting with clients ranging from global fast food companies to utilities to international manufacturing and service companies.

Jim is a frequent keynote speaker and trainer on customer experience and journey mapping, helping employees to engage customers through a personal connection.  Jim teaches that true customer engagement only happens when you solve a problem and create a personal connection while doing so. He is a dynamic keynote speaker, passionate about building a world-class customer experience that results in engaged customers who come back time and again

Jeff Toister

Sessions: First Contact Resolution: Evolution from Traditional to Social Media Service | Battling Agent Burnout | High Performance Management: Getting the Most Out of Contact Center Agents | Staff Up! 10 Ways to Hire and Train Faster

Jeff is the author of Service Failure: The Real Reasons Employees Struggle with Customer Service and What You Can Do About It. He has also authored several training videos on including Innovative Customer Service Techniques, Customer Service Fundamentals, Working With Upset Customers, and Leading a Customer-Centric Culture. His company, Toister Performance Solutions, helps customer service teams unlock their hidden potential.  Jeff is also a nationally recognized employee performance expert.

Jeff holds a Certified Professional in Learning & Performance credential from the Association for Talent Development (ATD) and has been featured in two ad campaigns to promote the certification. He is a contributor to the ATD Handbook (2nd edition) and has spoken at numerous ATD conferences and chapter events. Jeff is a Past President of ATD's San Diego Chapter where he is a recipient of the WillaMae M. Heitman award for distinguished service.

Neal Topf

Callzilla, President
Sessions: First Contact Resolution: Evolution from Traditional to Social Media Service

Neal Topf is the President and Co-Founder of Callzilla, an outsourced customer-experience focused ommi-channel contact center. Neal leads Callzilla's operations and sales and marketing efforts as Callzilla has evolved into a quality and training-first, full service, onmi-channel solutions provider that helps US companies acquire and care for their English and Spanish speaking customers. Neal has lived, worked, and studied in multiple countries and diverse cultural environments and hopes to bring that wealth of experience, languages, and cultures to the Callzilla service portfolio. Neal resides in south Florida with his beautiful wife and 3 year old son which are his true passions.

Tom Tseki

Lionbridge, VP and General Manager of Contact Center Solutions
Sessions: No More Apologies: How to Master Multilingual Support in the Contact Center

Colleen Unick

Mercedes-Benz Financial Services, Call Center Services Manager
Sessions: How Mercedes-Benz Leverages Omni-Channel Customer Journey Interaction Analytics to Achieve Success

Colleen has 28 years' experience with MBFS with a varied background in Operations and most recently in Project Management. Colleen is currently the business owner of Call Center technologies such as the automated phone system, call distribution, call recording, and speech analytics for the US, Canada, and Mexico. Colleen is responsible for understanding industry trends and bringing relevant product solutions to her internal business units to provide an exemplary customer experience.

Frederick Van Bennekom

Great Brook Consulting, Principal
Sessions: Surveys: Moving Feedback Into Action

Dr. Fred Van Bennekom founded Great Brook to help organizations collect and apply feedback, especially customer feedback learned by service groups.  Great Brook conducts workshops worldwide on survey practices based on his book, Customer Surveying: A Guidebook for Service Managers – a new edition is in the works – and consults with organizations on their survey programs.
Fred also co-authored Problem Prevention Through Design for Supportability: Gaining Competitive Advantage from Customer Support.  His unique expertise in this area helps customer service organizations voice customer needs into new product development processes to yield higher quality, more supportable products and lower Total Cost of Ownership.
Fred served as an information systems consultant for Digital Equipment Corporation’s field service organization before earning his doctorate from Boston University's School of Management.  Fred teaches operation & service management in Northeastern University’s Executive MBA program and at other Boston area business schools.

Jeremy Watkin

First Call Resolution, Head of Quality
Sessions: First Contact Resolution: Evolution from Traditional to Social Media Service

Jeremy Watkin is the Head of Quality at FCR, the most respected outsource provider. He has more than 15 years of experience as a customer service professional. He is also the co-founder and regular contributor on Communicate Better Blog. Jeremy has been recognized many times for his thought leadership. Follow him on Twitter and LinkedIn for more awesome customer service and experience insights.

"Very good speakers, smart cutting edge material provided. IT WAS FUN!"

George Palazzo, Senior Director, MPIPHP


   © 2017 UBM, All Rights Reserved.

   © 2017 UBM, All Rights Reserved.