How CX Will Help Your Organization Survive or Thrive in an Uncertain Economy

Kiki is a CX strategist with a focus on supporting industry-disruptive, impact-driven brands. Having contributed to industries ranging from tech, CPG, hospitality, nonprofit, dance and music - she is now passionate about helping teams address "the big scary problems" through applying dynamic experience, unconventional perspective, and fundamental CX principles learned along the way.

Salina Ferrow is a highly experienced call center strategist with an impressive 25-year track record in the industry. Formerly the Director of Enterprise Customer Care at the United States Postal Service, she successfully managed operations across 16 sites, overseeing the handling of over 100 million calls annually. With a team of over 3,000 employees, Salina's expertise in optimizing customer service experiences has been widely recognized. Building on her extensive experience and expertise, Salina has taken on a new role as the CEO and founder of Contribution Consulting LLC. As a visionary leader, she has founded this consulting firm with a primary goal of empowering organizations to optimize their impact and value to their customers and stakeholders. As the CEO of Contribution Consulting, Salina continues to be a trusted advisor in the call center industry, providing guidance to organizations of all sizes. Through her consultancy services, she enables businesses to implement and establish best practices that elevate their customer service. With her accomplished performance history and wealth of knowledge, Salina Ferrow's leadership and expertise continue to shape the call center industry, that enables companies to deliver exceptional customer experiences and drive long-term success.

Mark Ungerman is a product marketing director at NICE, where he is focused on solutions that help organizations improve customer experience and lifetime value. Mark earned dual graduate degrees in Business and Management of Information Systems and has over 20 years of experience working with successful B2B SaaS companies building and bringing products to market.