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Keynote Presentations

Dynamic thought leaders,  that will have you entertained and inspired!
Expert and experienced, these headline speakers will heighten you and your team’s awareness around the pillars of success: organizational excellence, unflappable leadership, and a healthy, productive culture. You’ll bear witness to the power of coming together and the impact it can have on your career, your team, and your business.

Inspiring Customer Service Excellence

Tuesday | 9:00 AM – 10:00 AM
Pacific Hall B/C (Lower Level)
Ernesto Salas

How does Disney consistently delivery exceptional service? This illuminating keynote from Disney Institute® will introduce you to Disney Institute's Chain of Excellence and learn the powerful connection between inspired leaders, motivated employees, and satisfied customers that drives financial results and repeat business. You will learn how you can differentiate your service to become a provider of choice, and understand the processes necessary to develop a culture that consistently delivers exceptional service.

Ernesto Salas

Disney Institute, .

In his role at Disney Institute, Ernesto is responsible for drawing on his leadership experience, business knowledge and Disney Institute insights to understand client objectives and better align learning solutions. He facilitates delivery of business programs individually and as a team. Prior to joining Disney Institute, he worked as a sales and service leader for the Walt Disney Travel Company, where he led and developed a team of cast members to exceed sales goals and guest satisfaction. Additionally at Disney, he delivered the initial training on Disney culture, heritage and professional guidelines to new hires at the Walt Disney World® Resort as a Traditions facilitator in English and Spanish. Before Disney, his professional experience included leading a team at a travel agency in Spain that developed unique and comprehensive travel packages while assuring high quality and guest satisfaction. Ernesto has a bachelor's degree in Spanish with a concentration in Latin American and Iberian Studies from Haverford College. He is fluent in Spanish, conversational in Italian and is currently learning Portuguese.

The Composer/Conductor As Communicator And Builder Of Communities

Wednesday | 9:00 AM – 10:00 AM
Pacific Hall B/C (Lower Level)
Eric Whitacre

Collaboration, creativity and innovation is the basis for The Virtual Choir - a global phenomenon, creating a user-generated choir that brings together singers from around the world and their love of music in a new way through the use of technology. Singers record and upload their videos from locations all over the world. Each one of the videos is then synchronised and combined into one single performance to create the Virtual Choir. Join Eric as he shares his journey, talents and ideas for this ground breaking phenomenon and its impact on him and the signers.

Eric Whitacre

, Grammy-Winning Composer, Conductor and creator of the ground-breaking Virtual Choir

Grammy-winning composer and conductor Eric Whitacre is one of the most popular musicians of our time. His concert music has been performed throughout the world by millions of amateur and professional musicians alike, while his ground-breaking Virtual Choirs have united singers from over 110 different countries. A graduate of the prestigious Juilliard School of Music, Eric was recently appointed Artist in Residence with the Los Angeles Master Chorale having completed a five-year term as Composer in Residence at Sidney Sussex College, Cambridge University, UK.

Cultivating Happiness At Work

Wednesday | 5:15 PM – 6:15 PM
Pacific Hall B/C (Lower Level)
Nataly Kogan

Why is the pursuit of happiness so stressful and unfulfilling? After years spent chasing "The Big Happy" of career, money and achievements, Nataly will share her happiness manifesto along with research-based instruction to help you make happiness a habit and a regular practice, rather than a vague concept. You will learn how to move your careers forward with optimism, purpose and satisfaction. Nataly will share how we each have a responsibility to ourselves and our careers to find the positive path in any work environment, and how if we can do that, we make ourselves invaluable to our organizations.

Nataly Kogan

, Happiness Expert, Venture Capitalist & Successful Tech Entrepreneur

Nataly Kogan is a former VC and the founder of Happier, a global technology and learning platform helping individuals and organizations to realize full potential by adopting scientifically-proven practices that improve their well-being. From her teenage years as a Russian refugee learning English in the projects outside of Detroit, to becoming a leading venture capitalist in a predominantly male industry while still in her twenties, Nataly has continually achieved at the highest of levels. She has held top positions at Manhattan-based firms McKinsey and Co. and Hudson Ventures, served as the only female board member at Constant Contact, worked at Microsoft's state-of-the-art Future of Social Experiences Lab (FUSE), and served as Vice President of Consumer Experience at WHERE, which she helped sell to PayPal in 2011.

"By far the most comprehensive, well planned and content rich contact center event I have ever been a part of."

Luke Jamieson, Head of Member Services, UniSuper

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   © 2018 UBM, All Rights Reserved.