Receive Updates

Join our mailing list to receive news and announcements.

Thank you for signing up to receive updates.


Attend

Georgia Adams

Navy Federal Credit Union, Supervisor, Social Care Team
Sessions: Zero to Hero: How to Build Award-Winning Social Customer Care

Georgia is the supervisor of Navy Federal Credit Union's Social Care Team, in the Contact Center's Resolution Branch. She works in partnership with the marketing team's Social Media Community Manager to lead the credit union's five-person Social Care Team, which just won Best Social Media Customer Care in ICMI's Global Contact Center Awards. Georgia joined Navy Federal in 2013, working overnights as an editor for responses to member messages sent through the credit union's website, and monitoring the company's Facebook and Twitter accounts. For nearly two years she monitored, trained other monitors, and provided feedback to the marketing team about possible improvements to the monitoring procedures. After gaining this experience, she was a natural fit to lead the newly formed Social Care Team. Georgia holds a bachelor's degree from the University of West Florida, where she double-majored in journalism and international relations, and she brings more than five years of leadership experience to her role.

Robert Amezaga

Salesforce, Senior Director Product Marketing
Sessions: 2020 Vision: Building a Roadmap for Your Contact Center's Future

Bobby Amézaga oversees Salesforce for Service global product positioning and go-to-market strategy for new customer service solutions, the latest of which include LiveMessage (conversational messaging) and Service Cloud Einstein (AI for Service organizations). Previously, Bobby looked after global enterprise marketing operations for Service Cloud. In his six years at Salesforce, he has worked on a number of corporate marketing initiatives and has held a variety of responsibilities including dozens of product launches, press and analyst briefings, sales training and enablement, spending time with customers at various executive events and customer dinners, and articulating the vision & value of Salesforce for Service on stage at global Salesforce World Tours, Dreamforce, and industry 3rd party events. Bobby obtained his MBA from the Kellogg School of Management at Northwestern University and holds a BA in Economics from UCLA. He has held a number of strategy, operations, and marketing roles at various organizations within the technology and healthcare sectors. Bobby's passion for serving customers is grounded in his experience as a Disneyland Cast Member (employee), where the Guest (customer) always comes first.

Angelo Arezzi

Web.com, Director, Operations Support
Sessions: Unleash Your Customer Experience

Angelo Arezzi is a veteran of the call center industry starting his professional career with PenTeleData a regional internet provider and moving to Network Solutions and Web.com. Over his time with Web.com he has held almost every position that is offered in a call center and has built a wealth of experience as he continued to grow with the company. More recently he serves as Director of Operations Support and the head of the operation's project management team where he has direct responsibility for driving the customer experience and day to day workforce management of Web.com's customer facing teams.

Michael Baublit

Optum, Vice President, Customer Experience
Sessions: Leveraging Voice Analytics to Drive Business Results

Michael serves as VP of Customer Experience for Optum. He is responsible for building and leading key customer experience capabilities to ensure "one" consistent and exceptional experience for the customer. Michael oversees programs such as real-time Voice of the Customer, Process Design, and Multi-Channel Experiences for Optum. He has been with UnitedHealth Group since May 2014. Prior to joining UnitedHealth Group, Michael served in several executive positions at USAA, a financial services organization for the military, their families and associates. His most recent role was leading the Marketing, Sales and Channel Management operations. Michael holds an undergraduate degree in Business Administration and Management from the University of Texas, San Antonio, as well as a Master of Business Administration degree from University of the Incarnate Word. He has a wife and two children.

Chip Bell

, Customer-Focused Strategy Expert
Keynotes: Seriously Sparkly Service: Making Innovative Service Profoundly Remarkable

Chip Bell has helped many Fortune 100 companies dramatically enhance their bottom lines and marketplace reputation through innovative customer-centric strategies that address the needs of today's picky, fickle, vocal and "all about me" customers. Dr. Bell reveals the best practices from the organizations leading the customer loyalty charge, giving audiences powerful cutting-edge ideas and unique strategies they can put into practice the minute they leave his keynote. Bell's impact on audiences is nothing short of extraordinary: over 80+% of the groups who hear him bring him back. Always customer-centered, Bell customizes all his presentations to meet unique organizational needs through a background study, pre-event conference call, and phone interviews to better understand specific audience needs and challenges. He is considered a world renowned authority on customer loyalty and service innovation, writing over 400 articles for many business journals, magazines, and blogs. He has appeared live on CNN, CNBC, CNN, Fox, Bloomberg TV, ABC, and his work has been featured in Fortune, Business Week, Forbes, Fast Company, Inc. Magazine, and Entrepreneur. He has authored six best-selling books including: Managing Knock Your Socks off Service; Customers As Partners; Magnetic Service; and Take Their Breath Away: How Imaginative Service Creates Devoted Customers. His newest is the best-selling book, Wired and Dangerous: How Your Customers Have Changed and What to Do about It. His books have been endorsed by the CEO or presidents of such service greats as Zappos, Starbucks, Ritz-Carlton Hotels, Build-A-Bear Workshops, JetBlue, Marriott, Chick-fil-A and Southwest Airlines. Leadership Excellence Magazine listed him in 2010 among the top 30 thought leaders in America.

Lori Bocklund

Strategic Contact, President
Sessions: Contact Center Technology Planning: What Now and What's Next | Omnichannel Routing and Reporting: What, Where, Why, and How | 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: Put the EFFORT into Your Survey Program: CES and NPS | Who Says Quality Assurance Can't Be Fun? An Informative and Entertaining Look at QA Approaches that Meet Objectives

Nate Brown has had an outstanding day when he is able to help customers. He is on a quest to improve the agent experience and the customer experience through creativity, knowledge, and hard work. Nate is an HDI certified Support Center Manager, VP of Communication for the HDI Music City Chapter, and a well-known speaker in both the ICMI and HDI communities. He is also the founder and primary author for the customer service and leadership blog CustomerCentricSupport.com.

Elaine Carr

ICMI, Training & Development Manager
Sessions: Is Your Training Driving Performance?

A professional in the training arena for 30 years, Elaine has more than 15 years' experience in the contact center industry. She has both outsourced (domestically and internationally) contact center services and worked in companies doing the outsourced contact center work. The variety of business that she has experienced in the contact center world includes financial services, transportation, government, healthcare, insurance, retail, and utility services, giving her a wide-ranging view of the industry. Currently, Elaine utilizes her contact center and training experience at ICMI as Training and Development Manager

Paul Chance

NICE, Senior Product Marketing Manager, WFM
:

Brad Cleveland

ICMI, Senior Advisor and Co-founder.
Sessions: 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.

Jessica Conley

Optum, Vice President, Consumer Sales and Service
Sessions: Incorporating New and Evolving Technologies for Ongoing Success

Dennis Crumb

optimalCX Solutions, President
Sessions: Developing a Customer Experience Strategy in an Omni-Channel World

Dennis is a nationally-recognized speaker and authority on the subject of Omni-channel customer experience and is President of optimalCX solutions, LLC., a boutique consulting firm that specializes in helping world-class companies build best-in-class solutions for Customer Experience Management, eChannel Design, Usability Best Practices and Digital Strategies, including Web, Mobile, Social, IVR, etc. Over the last 9 years, Dennis has focused on Personalization and Preferences, Customer Engagement, and product and service portfolio assessments and new product development in multiple industries. Dennis has a Finance degree from Gonzaga University and has a house in Spokane Valley, Washington; however, lives, works and plays wherever there is an IP address.

Ron Davis

Tenacity, CEO
Sessions: Myth Busters - Does Optimizing Agent Workloads Really Reduce Attrition?

Ron Davis is the founding CEO of Tenacity, a startup that uses technology to improve employee retention, attendance and performance by transforming the agent work experience. Tenacity won TMC's 2016 Call Center Technology of the Year Award, and is a Gartner 2016 "Cool Vendor." Ron writes and speaks on agent quality of life, retaining millennials, managing call center stress, social analytics, and the cost of attrition, among other topics. Prior to Tenacity, Ron was a top salesman at Fidelity National Financial, and a leader in initiating and driving several cross-functional initiatives to improve the employee experience. He also developed and led a coaching and teaching program for his clients based on Gallup's "Strengthsfinder". He earned a JD, with honors, from Harvard Law School, and an MS in Educational Leadership from the University of Oregon. He has run several marathons and once spent a year traveling around the world with his wife and wrote a forthcoming book about their adventures. He and his wife and two young boys live in Seattle, WA.

Jenny Dempsey

DMV.ORG, Director of Customer Care
Sessions: Keeping The Customer Service Rockstars On Your Team

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 cat, Taquito.

Brandy Dove

Trex, Customer Experience Manager
Sessions: 2020 Vision: Building a Roadmap for Your Contact Center's Future

Brandy Dove has spent the past year putting together the new Trex Customer Experience Center. Throughout the process she has worked to make it easy for customers to get the information they need quickly, and for the agent's process to assist the customer as simple as possible. As the industry leader in composite decking, Trex customers have high expectations and the team Brandy has built is now known as the inside experts on outdoor living. Previously, Brandy was the Customer Care Manager for American Woodmark Corporation where she had the opportunity to move up through the call center and left with a well-rounded view of the organization.

Dianne Durkin

Loyalty Factor, President & CEO
Sessions: Forward Thinking: Generational Impact on the Future of Contact Centers

Dianne Durkin is President and Founder of Loyalty Factor, a specialized consulting and training company that enhances employee, customer and brand loyalty for some of the nation's most prominent corporations and many smaller businesses. 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. She authored "The Loyalty Factor: Building Employee, Customer and Brand Loyalty,"" and "The Power of Magnetic Leadership: It's Time to Get R.E.A.L." 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.

Dave Dyson

Zendesk, Sr. Customer Service Evangelist
Sessions: Rolling Out Live Chat - Strategies for Success

Dave Dyson is a Senior Customer Service Evangelist at Zendesk's headquarters in San Francisco, previously serving in roles as Customer Advocate, Support Manager and Senior Support Manager. Having lived the support experience from the inside, he's now working as part of the Zendesk Relate team to help bring the best-practice lessons he's learned to the wider world. He writes articles and best-practice guides for Relate by Zendesk, and has presented at Zendesk events around the world as well as the Digital Customer Experience Strategies Summit in 2016.

Thomas Farrell

Web.com, Senior Vice President, Customer Service
Sessions: Unleash Your Customer Experience

As Senior Vice President of Operations for Web.com, Tom Farrell is responsible for overseeing Web.com's customer service interactions, along with a number of other duties. A seasoned operations executive and corporate officer, Mr. Farrell has served as COO or head of operations for several leading BPO companies – most notably Sykes, ClientLogic (now Sitel), and TRG. He has extensive experience in outsourcing and managing large contact center operations, in both domestic and international markets, including operations in the Americas, Europe, Africa, and Asia. Mr. Farrell has also worked in the private sector; prior to joining Web.com, he ran the Insurance Services Division for CapitalOne, and was COO of QuickStart Technologies in Newport Beach, California, where he helped to start Microsoft Certified Professional Magazine and served as its Executive Editor. In his spare time, Mr. Farrell taught graduate level economics at Webster University in Irvine, California. He holds an MBA from Seton Hall University and a bachelor's degree from St. Peter's College. When he's not in the office at Web.com, Mr. Farrell can usually be found either on a boat with his 16-year old daughter and 13-year old son, or futility chasing a golf ball around a course in Florida.

Vickie Friece

Meta Payment Systems, A Division of MetaBank, SVP Operations - Service Delivery/Funding and Reconciliation
Sessions: Who Says Quality Assurance Can't Be Fun? An Informative and Entertaining Look at QA Approaches that Meet Objectives

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, Vice President, Global Service Cloud Practice
Sessions: A Better Way to Measure Your Contact Center Success | Omnichannel - From Basics to Bountiful!

For more than 35 years, Bob Furniss' career has focused on helping companies improve customer experiences. As VP of the Global Service Cloud Practice, Bob provides sales leadership to grow the Bluewolf brand. His team also drives customer success in the areas of Customer Service and Support strategy, Digital channels/social strategy, and Service Cloud implementations. Before joining Bluewolf, Bob founded Touchpoint Associates, Inc., a boutique consulting organization focused on Customer Experience Management, Contact Center Strategies and Frontline Leadership. He's proud to have been named as a Certified Associate by ICMI in 2003. He has authored two books and writes for several industry publications. He is active on Twitter at twitter.com/bobfurniss and was also named to IMCI's top 50 #CCTR Twitter List in 2015. On a personal note, Bob is married with two adult children and one amazing grandson. 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.

Todd Gladden

ICMI, ICMI Certified Associate
Sessions: Creating a Real-Time Access Plan …..That Enhances Customer Support

As the VP – US Operations, Todd specializes in the areas of Workforce Management Operations, Operational Process Consulting and Learning/Development. With over 35 years 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 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 Lean Sigma Management certification. He is a Certified Workforce Planning Professional (CWPP) and a charter member of the Board of Advisors for The Quality Assurance and Training Connection (QATC) and the International Society of Workforce Planning Professionals (SWPP).

Dr. Rick Goodman

STA Consulting, Inc., Professional Speaker
Sessions: Transformational Leadership: Innovative Solutions for Engaging and Managing the Workforce

Dr. Rick Goodman, CSP, is renowned as one of the most sought-after leadership and engagement experts. His keynote presentations and breakout sessions have produced transformational results leading to happier employees, increased productivity and, most importantly, HIGHER PROFITS. Dr. Rick has the distinction of delivering over 1,000 presentations in all 50 states and six countries. In 2014, he earned the Certified Speaking Professional (CSP) designation. Established in 1980, the CSP is the speaker profession's international measure of speaking experience and skill. Fewer than one percent of all professional speakers worldwide hold this designation.

Valerie Gordon

FCR, Corporate Recruiting Manager
:

Dan Grawe

Transamerica, Director Customer Experience
Sessions: Dashboard to Performance Improvement

Dan Grawe has been working in the call center sector for the past 15 years. His experiences range as an outsourced partner and an internal leader for a variety of industries (consumer package goods, financial services and healthcare). Dan continues to use a Six Sigma foundation to lead multi channeled contact centers to successful KPI's. His passion for motivating and coaching has proven to turn around struggling centers in both a sales environment and customer service. Dan's track record of creating energized and loyal employees is what he takes the most pride in. For the past 2 years Dan has had the role of Contact Center Director at Transamerica leading an effort to modernize the customer experience.

Tara Griffin

Genesys, Analytics Solution Lead
:

Tara is an Analytics Solution Lead for North America with Genesys, with over 17 years of experience in the Contact Center industry, always focusing on the customer's experience and how Analytics drive customer experiences. Tara started as a customer and has worked in the telephony field for majority of her career. She led a Contact Center consulting company for 10 years where she focused on helping customers recognize their business challenges and how they could use technology to help improve the customer experience and reduce the customer effort. Tara has a MBA with a concentration in Information Technology from the University of Scranton, and an undergraduate degree from Misericordia University, where she majored in Business Management. Tara enjoys the beach and supporting the environment, she volunteers on the weekends in the Sea Turtle protection program.

Laura Grimes

ICMI, ICMI Certified Associate
Sessions: How Your Small Center Can Produce Big Results | Developing a Customer Experience Strategy in an Omni-Channel World | ICMI More than Metrics: Harnessing Data to Drive Performance Workshop

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.

Shep Hyken

, Customer Service & Experience Expert, and New York Times & Wall Street Journal Bestselling Author
Keynotes: Amaze Every Customer Every Time

Shep Hyken is a customer service and experience expert and the Chief Amazement Officer of Shepard Presentations. He is a New York Times and Wall Street Journal bestselling author and has been inducted into the National Speakers Association Hall of Fame for lifetime achievement in the speaking profession. Shep works with companies and organizations who want to build loyal relationships with their customers and employees. His articles have been read in hundreds of publications, and he is the author of Moments of Magic®, The Loyal Customer, The Cult of the Customer, The Amazement Revolution and Amaze Every Customer Every Time. He is also the creator of The Customer Focus™, a customer service training program which helps clients develop a customer service culture and loyalty mindset. (Now available as an online/web-based training program!) In 1983 Shep founded Shepard Presentations and since then has worked with hundreds of clients ranging from Fortune 100 size organizations to companies with less than 50 employees. Some of his clients include American Airlines, AAA, Anheuser-Busch, AT&T, AETNA, Abbott Laboratories, American Express - and that's just a few of the A's! Shep Hyken's most requested programs focus on customer service, customer loyalty, internal service, customer relations and the customer experience. He is known for his high-energy presentations, which combine important information with entertainment (humor and magic) to create exciting programs for his audiences.

Khalida Jarbou

ForeSee, Director, Sales
:

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.

Alison Johnson

Underwriter's Laboratories (UL), Customer Advocacy Director
Sessions: Put the EFFORT into Your Survey Program: CES and NPS

UL is a global independent safety science company with more than a century of expertise innovating safety solutions and promoting safe living and working environments. As the Director of UL's Customer Advocacy department, Alison leads a global team responsible for the Customer Experience Survey and corporate complaint handling process. She is responsible for driving customer loyalty improvement programs across UL and providing Voice of the Customer reporting to executive leadership. She acts as the centerpiece of actionable customer insight for the organization.

Baker Johnson

Serenova, SVP Marketing
:

Baker Johnson has more than 16 years of experience delivering marketing-led revenue growth. He most recently served as the Director of Demand Generation at Zenoss, Inc., where he helped to drive double-digit growth in lead quality, lead volume, pipeline, and new bookings in his first year alone. Prior to Zenoss, he was the Vice President of Marketing at Affiniscape. He has also held marketing leadership positions at companies including RTM Consulting, QuickArrow and Dell. Baker attended Louisiana State University where he received his undergraduate degree in Marketing and Business Economics.

Amber Krueger

US Bancorp Fund Services, LLC, Operations Manager, AVP
Sessions: Overcoming Hiring, Training and Onboarding Challenges

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.

Doug Lipp

, Former Disney Head of Training, Expert on The Art of Customer Service, Leadership, and Change
Keynotes: How Disney University Develops the World's Most Engaged, Loyal, and Customer-Centric Employees

Doug Lipp is a distinguished consultant, business keynote speaker, eight-time business author and world authority on building esteemed organizational cultures. He helps companies see how values and culture form the essence of their business and provides clear insights on how they can build an even stronger brand. The foundation is values-based leadership, teamwork, and innovation. Doug was catapulted, at the age of 29, to the helm of the employee training team at Disney, one of the world's most beloved andrespected institutions. Fluent in Japanese, Doug helped Disney start its first international theme park as a member of the Tokyo Disneyland opening team. Today, Doug can be found inspiring audiences around the globe as a leadership speaker with his game-changing questions, animated stories, actionable content and engaging stage presence. And like Walt Disney, Doug believes that "laughter is no enemy to learning" infusing his singular style of fun and humor into every presentation.

Erica Mancuso

Medfusion, Director, Customer Care
Sessions: You've Got Millennials All Wrong: How to Build a Career Development Program for the Next Generation

Erica has been leading customer-facing teams for 12 years and has become an expert at transforming performance data into strategies and action plans that now routinely earn Medfusion's cost-neutral Call Center 97% customer satisfaction ratings. Outside of work, Erica enjoys running, cycling and being active with her family.

Erica Marois

ICMI & HDI, Community Strategist
Sessions: Making the Most of the Metrics You Currently Use

Justin Marty

TD Ameritrade, Senior Manager, Operational Excellence
Sessions: Measuring Success in a WFM Practice

Justin began his call center career in 1998 and has served in front line, supervisor and leadership roles in operations and support functions. His 9-year WFM experience started as an analyst. Justin has experience in outsourcing in North and Central America, Europe, and Asia in support of global clients and previously served as the director of Workforce Management for the in-house contact center supporting TD Ameritrade's retail clients. Justin currently leads the unified communications team managing the voice, email, chat, WFM, and call recording platforms.

Ruth McCullen

FCR, Director, Client Analytics
Sessions: Communicating Success: The Art of a Great Story

Pete McGarahan

First American, Senior Director, End User Support
Sessions: 10 Knowledge Management Best Practices That Lead to Success | Bad Bots: Death by Automation

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: Improving Training through Employee Engagement

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 with her over 15 years of call center leadership experience. Her experience spans start-ups to mid sized centers, B2B and B2C, and various industries. Her commitment to maintaining employee morale and a positive work culture, she believes, directly contributes to creating the best possible customer experience.

Gina Montague

InfiniteCampus, Support Services Manager
Sessions: Culture. Created For Us; By Us.

Gina Montague has over twenty five years of leadership and customer service experience. Gina is passionate about staff development, process improvement, and creating positive customer experiences. Gina is the Support Services Manager for Infinite Campus, a student information system (SIS) for K-12 education. In April 2013, under Gina's leadership, the Campus Support team was awarded HDI's Team Excellence Award for external support.

Tim Montgomery

Alamo City STAT, Principal Consultant
Sessions: Stop Attacking the Queue!

Tim Montgomery is a Managing Partner for ACS. 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

Dan Moross

MOO, Director of Customer Experience
Sessions: Building an Award Winning Customer Experience

Dan Moross is Director of Customer Experience at moo.com - an online print provider, making it simple for companies of all sizes to create beautiful, expertly crafted business stationery and promotional materials that'll help start conversations, open doors and strengthen relationships. Since joining MOO as their first customer service agent, Dan has built a highly engaged team of over 70 support specialists across two locations (London and Rhode Island, USA). Dan's principal responsibility is to ensure customers are delighted with their entire MOO experience - from creating their personalised products online through to the final package they receive. Armed with the MOO Promise, which is aligned with the company's overarching brand values, it's clear that MOO understands how important it is to have a customer focused team that sits at the heart of the company, committed to helping customers along their journey. "We'd like customers to be satisfied of course, but we'd prefer it if they were absolutely thrilled with our products and services. We'll move heaven and earth to make sure customers get exactly what they want, when they want it - or their money back" - The MOO Promise (Based in the UK and if chosen would likely require travel expenses to be covered in part or in full)

Mary Murcott

Dialog Direct, President, The Customer Experience Institute
Sessions: Using The Customer Rage Study to Craft a Service Recovery Program

Mary Murcott currently serves as President of the Customer Experience Institute for Dialog Direct, a direct marketing services, technology and customer engagement center outsourcing company. Previously, Murcott founded an international consulting company servicing Fortune 100 companies. She also served as CEO of NOVO 1, SVP & CIO of Budget Rent-a-Car and Ryder Trucks, and SVP of American Express and DHL Worldwide Express. She has over 30 years transforming traditional call centers into engagement centers. Murcott graduated from Creighton University with a degree in philosophy, and has received numerous awards for building service organizations that drive brand equity, including the Ft. Worth Business Press' Great Woman of Texas Award, Dallas Business Journal's Women in Business Awards and Ernst and Young's Entrepreneur of the Year Award. Recently, she was interviewed on Big Data on CNBC. An author of the book Driving Peak Sales Performance, she recently published a revolutionary white paper entitled "The Business Case for Repatriation of Jobs to America" that outlines a new operating cost model. This white paper was the impetus for an invitation to meet with President Obama at the White House at a CEO Roundtable regarding Insourcing Jobs to America and having her company featured in a Made in America series on ABC Nightly News with David Muir. Mary's passion is wildlife, writing, speaking, painting and photography. She is frequently a traveler with the National Geographic Society photographers.

Sarah Nagel

Sprout Social, Community Outreach Manager
Sessions: Using Social Media to Launch & Build Your Customer Brand Advocacy Program

Sarah Nagel is the Community Outreach Manager at Sprout Social. She heads Sprout's customer advocacy and community building initiatives. Sarah is a champion for empowering passionate and enthusiastic customers and believes in the magnificent impact an engaged community can have on an organization's bottom line. Outside of work, she loves taking on home renovation projects, spending time with her husband and two rescue dogs and making the best guacamole you've ever had.

Jake Nimetz

Navy Federal, Assistant Manager
Sessions: Managing Change with Excellence

Jake Nimetz is a Marine Corps veteran who holds a bachelors degree in human resource management and a masters in organizational leadership and change. He also has more than a dozen professional certifications related to organizational development, executive coaching and change. He's been with Navy Federal Credit Union since 2007 and has led and consulted teams of varying sizes through large scale changes that include performance management programs, business model enhancements, relocations and re-organizations.

Ruth O'Brien

Sales and Service Optimization, LLC, Principal
Sessions: Using The Customer Rage Study to Craft a Service Recovery Program

Ruth O'Brien has over 25 years of global experience in client management and contact center operations leadership with a passion for the customer experience. She is currently the Principal of SSO, LLC providing service and sales strategy and contact center optimization consulting for companies seeking to grow and succeed in dynamic markets. Prior to consulting, she worked for industry leading contact center outsourcing companies such as; APAC, Stream and Sitel/Client Logic in senior operational leadership and client management positions. Her work spans multiple geographies including 2 1/2 years as SVP Operations for the UK, Ireland with management responsibility for operations in India, the Philippines and Latin America. She has worked with over 60 companies and brands in the course of her Contact Center Outsourcing and Consulting work, across industries such as; Healthcare, Telecommunications. Financial Services Travel, Retail, Technology and not for profit; including Fortune 500 companies and start-up organizations. Ruth is an active industry participant, a thought leader in customer experience and effective client relations, conference speaker and evangelist for hiring people with disabilities. She is affiliated with a variety of industry organizations, including; International Customer Management Institute, Call Center Networking Group and the ASU Center for Services Leadership. She was awarded the Pioneer Award from Call Center Magazine and the Outsourcer of the Year Award for Call Center Excellence in Ireland. Ruth received her Batchelor of Science degree in Marketing from Arizona State University.

Robinson O'Brien-Bours

FreedomPop, Director of Support
Sessions: Essential Guide to Delivering Next Generation Customer Service Experiences

Robinson O'Brien-Bours is the Director of Support for FreedomPop, the free mobile service provider. Since joining FreedomPop in 2012, Robinson has helped scale the business from small tech startup to one of the world's most successful telecommunications innovators. A Los Angeles native, he graduated from Ashland University and has a background in wine, politics, and film.

LESLIE OFLAHAVAN

E-WRITE, Owner
Sessions: Bad Bots: Death by Automation | Learn to Apologize to a Customer Like You Mean It

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.

Michael Pace

The Pace of Service, Owner/Principal
Sessions: Building One of the World's Best Customer Experiences (from Scratch)

Michael Pace, Principal of The Pace of Service, helps organizations realize the full benefit of Customer Service, Social Business, Business Process Management, and People Leadership. Michael Pace was previously the Director of Customer Support & Community Management for Constant Contact & Capital One. He is most known for building one of the first high quality and scalable social customer service environments, and has recently constructed one of the world's top 10 best customer eCommerce experiences as rated by Stella Services™. He is an active Board Member of the North East Contact Center Forum, New England's largest call center community. You can connect with Michael on Twitter @micpace and on LinkedIn. Michael also writes a periodic blog at www.thepaceofservice.com . Listed by Huffington Post as one of the most influential customer service leaders in 2012 and 2013.

Anne Palmerine

UPMC Health Plan, Associate VP
Sessions: 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.

Keith Pearce

Salesforce, Vice President, Service Cloud Product Marketing
Keynotes: From Transactional to Intelligent Conversational Service: Your 2017 Imperative

For over twenty years Keith Pearce has pursued a passion for customer service and technology — working in multiple facets of the service industry to help companies realize the benefits to customers and employees of great service. At Siemens, he worked in sales and marketing to grow the market for its call center solutions. At start-up SpeechWorks, he helped create the initial market for speech recognition software, working in business consulting and marketing. While at contact center software leader Genesys, Keith ran EMEA marketing from Paris, France before leading the company's solution and corporate marketing functions. In his current role as Vice President of Product Marketing at Salesforce, he continues to pursue his passion for the service industry, and the service trailblazers who work in it, by building awareness for the opportunity for business leaders to connect with their customers in a whole new way -- while creating awareness for the company's leading Service Cloud solution. He is a frequent speaker, blogger and commentator on how technology is changing the way companies and their customers communicate. Keith holds degrees from the University of Florida and Georgetown University. His tweets and blogs can be followed @pistolprce.

Morgan Perez

ResMed, Senior Director of Customer Service
Sessions: Leveraging IoT and Omnichannel for Reduced Customer Effort

Morgan is a results oriented employee centric leader with over sixteen years of progressive business leadership in contact and support centers. Morgan has extensive experience with healthcare, IOT, M2M and telecommunications and has been a key contributor to multi-site start-up, intermediate, and large scale international (Philippines, Singapore, Americas) Internal and BPO/Vendor contact center operations including back office support, email and social media. Prior to ResMed, Morgan has held VP and Director positions in customer service operations at Spireon, GreatCall and Sykes. He has proven success in P&L management, revenue/margin increases, cost reductions, Training, Quality Assurance, WFM planning, telephony/telecom, and process improvements. He has extensive understanding of call center program KPIs and challenges facing the contact center industry.

Rose Polchin

ICMI, Sr. Consultant
Sessions: ICMI Small Contact Center Workshop - Full Day

Rose Polchin is a Senior Consultant for ICMI. She brings over 25 years of contact center experience, both as an independent consultant and in contact center leadership roles within the financial services and health care industries. During her tenure as senior director of customer service strategies for one of the country's largest health care services organizations, Rose's leadership was instrumental in creating and implementing a common vision, strategy and processes across the company's multi-site contact center network, which helped establish the contact centers as strategic assets for the business. Rose now continues her commitment to excellence in customer experience through her delivery of ICMI seminars and by partnering with customers on key projects. Her hands-on experience has equipped her with the ability to consult with contact centers on all facets of contact center management from strategic development and deployment of resources to quality program design and employee engagement. Rose's passion and focus is partnering with customers to develop and implement strategies that create value for their respective organizations, customers and employees.

Tim Rauschenbach

Herff Jones, a Division of Varsity Brands, Vice President of Customer Service
Keynotes: Transform Your Organization To Build Life Long Relationships With Your Customers

Tim Rauschenbach has over 30 years of experience working in the customer service field. His role has existed to help organizations and team members to improve business results by changing how they deal with customers. Tim examines strategy, culture, marketing, interaction and technology design, customer service, employee engagement, and leadership practices; all through the eyes of the customer in order to attain a culture and life time relationship with customers that is unrivaled by competitors. Tim started his career at Disney, and had the opportunity to see the Disney Institute built from the ground floor. Later he led U.P.S.'s customer service organization during their service transformation. The book entitled, "Aiming High", shares the evolution that took place in customer service at U.P.S. Tim then headed customer service at Amazon.com, beginning when their stock was $.89 a share, and Wall Street was betting that Amazon would fail like so many other dot.com companies. Tim's team formed a customer experience road map that provided the highest customer experience and loyalty rankings in the history of the retail sector. The global customer service team included 3000+ team members in nine customer service operations in seven countries. Today Tim serves as the Vice President of Customer Service at Herff Jones. The Herff Jones tradition is about rewarding academic and athletic excellence with world class symbols of achievements. Since 1920, we've built our reputation on uncompromising standards of quality and a sincere commitment to honoring the milestones and memorable moments in life. Offering a diverse product range, we share a common goal: to honor tradition and reward achievement. Tim holds a B.S. in Business Administration at Indiana State University. He has also served as a board member on a number of industry and charity organizations. Tim is an author, speaker, and award recipient in customer experience and servant leadership.

Amanda Reinhart

Optum, Voice Analytics Program Lead
Sessions: Leveraging Voice Analytics to Drive Business Results

Amanda serves as a Program Lead on the Optum Voice Analytics Team. She is responsible for implementing the Voice Analytics technology as well as overseeing the delivery of all identified improvements and benefits. Amanda has been with Optum since 2011 and is one of the original members of the rapidly-expanding Voice Analytics Team. Amanda lives in Orlando with her husband and son.

Justin Robbins

ICMI, Group Comunity Director
Sessions: 7 Contact Center Metrics You Can't Afford to Ignore in 2017 | The Future of Service: Predictions from Industry Insiders | MasterMinds Workshop

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.

Michele Rowan

Customer Contact Strategies, President
Sessions: Work at Home: Maximizing Your Returns

Michele Rowan is President of Customer Contact Strategies and former Vice President of Performance Management for Hilton International, where she led the strategy and implementation for the company's Remote Working Program both in Europe and the United States. Through workshops, web trainings and customized consulting, Michele has worked with 1500+ companies in financial, healthcare, travel, retail, entertainment, telecom /tech support, BPO, and non-for-profit sectors. Her unique focus is helping companies implement and continuously improve their remote working programs for contact centers, support functions and enterprise employees.

Patrick Russell

inContact, Sr. Product Marketing Manager
:

Patrick Russell: 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.

Maureen Russolo

E Source, Vice President, Strategic Business Development
Sessions: Developing a Customer Experience Strategy in an Omni-Channel World

Maureen, Vice President, Strategic Business Development at E Source, draws on her expertise and passion to develop and oversee the delivery of a variety of E Source membership, consulting and tool solutions in the areas of customer side management, customer experience, customer journey-mapping, change management, contact center and self-service enhancements. She is a knowledgeable and highly experienced professional in the energy industry, insurance industry, and consulting practices in these areas as well as in customer relations, and strategic planning. Before joining E Source, Maureen worked at Union Gas Limited, developing and implementing the utility's Customer Experience department. She has also worked for Green Shield Canada, directing all aspects of the organization's national customer service operations, and as a consultant for Washington Web Architects, consulting with utility and technology companies to deliver optimal customer experiences while maintaining operational efficiencies. Maureen is a founding member of the Customer Experience Professionals Association, a certified customer experience professional, and a certified change management professional.

Art Schoeller

Forrester, Vice President & Principal Analyst
Sessions: Incorporating New and Evolving Technologies for Ongoing Success | Identifying and Selecting Cloud Based Solutions for Omnichannel Service

Art Schoeller's 35 years of experience spans the computer, communications, and software industries. Art was an early member of the call center product management team at AT&T, helping them establish their early market share gains that led to Avaya being a leader today. He is best known in the contact center industry for his accomplishments with CTI by helping establish standards and solutions to grow the market in its early stages while at AT&T/Lucent. He led the team that partnered with Novell to establish the CSTA standard. This standard continues to this day to be the default CTI interface for contact center and telephony integration applications. In addition, Art has had vice president and director level roles in product management and marketing for conferencing, collaboration, and unified messaging products while at AT&T/Lucent and Dictaphone. In the four years he worked at Microsoft, he led the development of a unified communications and collaboration solution with Accenture that drove $500M in software and services sales, and 1 million seats of cloud computing. Art also filled leadership roles in analyzing these markets while holding director level positions at Gartner Group, Yankee Group, and now Forrester Research. In these roles, he did industry leading research on the transition to VoIP, multichannel contact centers, and speech recognition technology. Art has a dual B.S. degree in Computer Science and Computer Engineering from Brown University.

Mike Soucie

Nelnet, Director, Business Process
Sessions: Measuring Success in a WFM Practice

Brian Spraetz

incontact, Sr. Product Marketing Manager
:

For more than 18 years, Brian Spraetz has been helping service operations perform at peak levels and deliver loyalty-winning experiences to their customers. With expertise crossing the full range of customer engagement solutions, Brian provides unique perspectives and valuable insights on combining technology with effective processes to gain operational and competitive advantages.

Sarah Stealey Reed

Relate by Zendesk, Editor of Relate and Director of Content Marketing
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.

Christopher Surges

US Bancorp Fund Services, Senior Vice President
Sessions: Using Quality Management to Improve Customer Experiences

Christopher Surges serves as Investor Services & Process Solutions Senior Manager within the Transfer Agent division of U.S. Bancorp Fund Services, LLC. In this capacity, Mr. Surges oversees the Contact Center along with Transfer Agent Technical Development & Support. In addition, Mr. Surges serves as the management representative and Chief Knowledge Officer to the Transfer Agent's ISO 9001 Certification program. Mr. Surges has worked for U.S. Bancorp for 22 years and has 26 years of experience in the financial industry.

Gina Szabo

ICMI, ICMI Certified Associate
Sessions: Breathe New Life Into Your Contact Center Metrics | ICMI Quality Form Development Workshop

Gina Szabo is President of Szabo Marketing International and a Senior Certified Associate with ICMI. She has 25+ years of contact center training and consulting experience in North America, United Kingdom, Europe, China, Costa Rica, New Zealand and Australia. Gina specializes in contact center performance improvement programs in recruitment, training, quality program design, strategic coaching, communications and reporting. Her natural collaborative style coupled with outstanding communication skills has made Gina one of ICMI's top trainers. She delivers innovative training at both management and agent levels worldwide to clients such as: AAA, Alberta Health Services, American Diabetes Association, Bell Canada, BMW, CAA, Clear Communications, CMPA, Cooperators Insurance, Emmerson Ecologics, HMC, Intel, Overstock.com, Royal Bank of Canada, SaskPower, SaskTel, Nationwide Insurance, Siemens Medical Solutions, Toyota, USSA, Washington Post, Winston Financial and Wyndham Vacations.

Jim Thomsen

Sign-Zone, VP of Customer Care
Sessions: Schedule Adherence Metrics Save the Day at Sign-Zone

Jim Thomsen is Vice President of Customer Care for Sign-Zone. Jim is responsible for ensuring the delivery of Legendary Experiences through every customer interaction. His Customer Care team was nominated for most improved contact center by the ICMI organization in 2016. Jim joined Sign-Zone in 2014 and brought with him over 20 years of Contact Center Leadership that have focused on building World Class Contact centers that enhance customer experience, developing highly effective and engaged teams and driving incremental revenue through the optimization of customer order channels. Jim has worked at companies ranging in size from $30M to over $1 billion in revenue. Jim holds a BA degree in Marketing from Augsburg College. Apart from work, Jim enjoys spending time with his two teenage sons and serving as a volunteer coach in their sporting activities. As a Minnesota native, Jim enjoys ice fishing and firmly believes every year the Vikings will win the Super Bowl.

Jeff Toister

Toister Performance Solutions, Inc., President
Sessions: Quick Fixes for Agent Performance Challenges | Bad Bots: Death by Automation | The Secrets of Agent Engagement: A Step-by-Step Guide

Jeff is the author of two customer service books, including The Service Culture Handbook: A Step-by-Step Guide to Getting Your Employees Obsessed with Customer Service (April, 2017). He has also authored fifteen training videos on lynda.com including Customer Service Over the Phone, Customer Service Fundamentals, and Leading a Customer-Centric Culture. He has worked in contact centers as a trainer, manager, and as a frontline agent. His company, Toister Performance Solutions, helps customer service teams unlock their hidden potential. Jeff is also a nationally recognized employee performance expert. He 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.

Heather Van Nest

Transamerica, Director Inforce Contact Center
Sessions: Dashboard to Performance Improvement

Heather Van Nest is Contact Center Director at Transamerica. She has over 15 years of experience in the areas of international operations, outsourcing, customer care, and contact center management. Having spent the majority of her career in background screening, in the past three years she has turned her focus to the financial services industry. Her true passion lies within development and empowerment of her team, realizing that these two ideals are what leads to the ultimate customer experience. She enjoys challenging the traditional methods of call center management and focusing on innovations that will keep customers and employees engaged and committed.

Jeffrey Wartgow

Oracle, Director, Product Management
Sessions: Essential Guide to Delivering Next Generation Customer Service Experiences

Jeffrey Wartgow is on a mission to harness the knowledge of technology users creating a vision of the products of tomorrow. As a member of Oracle Service Cloud product management leadership team, Jeffrey leads customer advocacy programs, partner programs, and works closely Oracle's development teams to help define the future of Oracle Service Cloud. Before joining Oracle, Jeff was with TOA Technologies (acquired by Oracle) where he served as the vice president of product marketing and also spearheaded relationships with all device, integration, service and technology partners as vice president of channels and alliances. Before joining TOA, Jeffrey spent two and a half years as a Director at FTI Consulting in San Francisco, where he was charged with developing the company's first formal partner program. Prior to FTI, Jeffrey served seven years with Dell Inc. During this time he managed Dell's Strategic Alliances for Europe, the Middle East and Africa as well as Dell's New Partner Evaluation program. Jeffrey also led Dell's Competitive Intelligence team focusing on enterprise products. With more than 15 years of experience in diverse roles across the technology industry, Jeffrey is an expert on mobility, predictive analytics, big data, enterprise cloud computing, technology ecosystems, partnerships and integrations, and the dynamic relationship between hardware, software and services in enterprise IT architecture.

Evan Watson

AICPA, Documentation Coordinator
Sessions: Not Just Fun & Games: Using Improv to Improve Contact Center Training

Evan is an improv performer with over 10 years of experience in the customer service industry in front-line, management, and support roles, including four years of experience in contact centers. He was a finalist for the 2015 ICMI award for best agent and is now the documentation and knowledge manager for the AICPA Member Service Center.

Bill Willis

CSAA, Technical Authority
Sessions: Incorporating New and Evolving Technologies for Ongoing Success

Craig Wilson

Genesys, Senior Principal Consultant
Sessions: Leveraging IoT and Omnichannel for Reduced Customer Effort

Craig has a broad background in customer experience design and operations development. He has over 15 years of experience in the retail financial services industry from both an IT and LoB management perspective. He has worked globally with many of the world's largest banks, helping them understand how emerging technologies can help them significantly improve business performance. As a member of Genesys' Business Consulting organization, Craig focuses on how advances in communications and social media are dramatically changing how customers and businesses engage each other.

"Quality was a great take away and social networking too. I have come back with a lot of new quality documentation procedures that I want to start in my center."

Cynthia Brittain, Customer Contact Center Manager, Virginia Workers' Compensation Commission

Sponsors

   © 2017 UBM, All Rights Reserved.

   © 2017 UBM, All Rights Reserved.