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Mike Asebrook

Pegasystems, Director, Product Marketing

With over 15 years of Product Marketing and Product Management experience, including most recently, senior roles at Genesys and Pega, Mike is focused on delivering innovative Customer Service applications to the market. Mike’s primary interests include driving key market trends (IoT, AI, Video collaboration, UX) into useful solutions for a wide range of use cases in the Customer Service industry.

Ben Barton

Pegasystems, Senior Business Consultant

Ben Barton is a dynamic leader who has helped many organizations transform the way they approach customer service and experience. With over 15 years in the industry he has worked with companies such as StateFarm, Mercedes Benz NA, Verizon Wireless to name a few. The service industry historically has been averse to change, but Ben's passion for breaking boundaries, challenging the norm and helping leaders to think differently have culminated to many successful and thriving service centers worldwide.

Matt Beckwith

Clark Pest Control, Contact Center Director
Sessions: How to Scale Your Culture as Your Contact Center Grows | #ICMIchat Live: Answers to Your Burning Contact Center Questions

Matt Beckwith is proud to be a Contact Center Geek. Since putting on the headset for the first time as a directory assistance operator nearly 25 years ago, he has spent his career leading customer service and sales call centers in many different industries. His passion for customer experience, technology, leadership, and professional development has led him to his current role leading customer contact operations for Clark Pest Control, one of the largest and most successful pest control companies in the US. Matt also serves as a steering committee member for the Northern California Contact Center Association.

Lori Bocklund

Strategic Contact, President
Sessions: Disruptive Technology: The Path From Turmoil To Transformation | Improving Authentication and Reducing Fraud Risk: Beat the Bad Guys and Take Care of Customers Too! | Contact Center Technology 101: What Every Professional Needs to Know

Lori Bocklund is President of Strategic Contact, an independent consulting firm that helps companies optimize the value of their customer contact technology and operations. Lori is a recognized industry leader in contact center strategy, technology, and operations. With over 30 years in the industry, 25 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 many speaking engagements and articles. Attendees of Lori's seminars appreciate her enthusiasm, energy, and humor, and her ability to make today's complex contact center environment more readily understood. Lori has a B.S. in Electrical Engineering from South Dakota State University and an M.S. in Electrical Engineering from The George Washington University. She is also certified in Change Management with Prosci, and received a Lifetime Achievement Award at ICMI's 2015 Global Contact Center Awards.

Ryan Bradley

Selective Insurance, VP of Contact Centers
Sessions: The Metrics Culture – Measuring Across the Organization

Ryan Bradley is the Vice President of Contact Centers at Selective Insurance. He previously served as Director of Centers of Excellence at Erie Insurance and Farmers Insurance. His teams have specialized in contact center best practices, workforce planning, quality management, software solutions and team building. He is known throughout the insurance industry as an analytics evangelist. He has spoken about the evolution of contact center analytics at various conferences and he has developed analytics maturity models for any contact center. John has served in various leadership roles in contact centers, claims, innovation and enterprise strategy. He is a graduate of Ohio Wesleyan university(Branch Rickey's Alma Mater) and he obtained his MBA in Finance from Oklahoma City University.

Nate Brown

UL, Director of Customer Experience
Sessions: #ICMIchat Live: Answers to Your Burning Contact Center Questions | Evolution from Customer Service to CX Professional

Nate Brown is on a quest to improve the agent experience and the customer experience through creativity, knowledge, and hard work. In addition to being a Director of Customer Experience at UL, Nate is the VP of Communication for the HDI Music City Chapter and a well-known speaker in both the ICMI and HDI communities. You can read more on his blog,

Conner Burt

Lessonly, COO

Conner Burt is COO at Lessonly, which delivers powerfully simple training software that helps teams do better work. Under his leadership, Lessonly has served over 600 customer service sales teams and over 1.3 million learners. He is a former collegiate soccer coach and alumnus of ExactTarget, a Salesforce company.

Brad Cleveland

ICMI, Senior Advisor and Founding Partner
Sessions & Keynotes: Keynote Address with Brad Cleveland | 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.

Carletta Clyatt

The Omnia Group, Senior Vice President

Carletta Clyatt, Senior Vice President at The Omnia Group brings over 17 years of business-to-business consulting experience to help companies effectively select, manage and engage their biggest asset - people. She understands that the more you invest in their success, the more you get back.

Carletta specializes in employee behavioral assessments for companies of any size in any industry. She can help you uncover the behavioral preferences that lead to top notch employee performance. Her presentations are enlightening, engaging and always impactful.

Carletta is a frequent speaker at corporate meetings, associations and conventions, such as American Collectors Association, HR Florida (SHRM), Credit Union National Association, Recreational Vehicle Dealers Association, Auto Success Best Practices Summit, Association of Insurance Management Consultants, American Staffing Association, Honeywell, the National Association of Broadcasters and many more. She speaks and consults on topics such as Authentic Communication, Creating a Sales Culture and Power Interviewing. You can expect to gain employee selection, retention and development guidance, along with keen self-awareness insight, to take your team and business to the next level.

Carletta holds a Bachelor of Science Degree in Social Work from the University of South Florida and a certification in Negotiation for Senior Executives from Harvard Law School. Using her leadership and sales experience, she is dedicated to working with companies to hire right, decrease turnover, increase profitability and manage more effectively. She is continually seeking out new and innovative tools to help drive businesses forward.

Chris Costa

Bold360 by LogMeIn, Enterprise Account Executive

Chris is a CX expert specializing in Digital Engagement at LogMeIn.  With a strong focus and deep background in Artificial Intelligence, Natural Language Processing, and Journey Mapping, Chris has worked with some of the World’s largest organizations to help improve the overall customer experience.  Prior to LogMeIn Chris worked at Oracle and mPulse Mobile.

Emily Cramer

Penn Foster, Contact Center Technical Project Manager
Sessions: Bridging the Gap to Create a Personalized Customer Experience

Emily has spent the majority of the last 10 years in the contact center industry working to deliver exceptional service, best practices, and technologies to support customer and agent experience. As a Technical Project Manager she has a demonstrated history of cloud contact center implementations in the Education and Utility industries. In addition to implementing SaaS solutions, Emily also uses her knowledge and skills as a WFM and Data Analyst to develop scorecards designed to support omni-channel solutions. Her enthusiasm for leading the effort to modernize the customer experience is matched only by her passion for advocating the perception of service as a profit center vs a cost center. When not trying to play the hero of the CX world, she loves to travel, sing, and continue the search for the "best" red wine.

Greg Cummings

NICE inContact, Manager, Channel Sales

Leveraging 20+ years of contact center experience, he focuses on the mission-critical aspects of capturing customer intelligence and optimizing workforce performance. Greg is a regular presenter of NICE inContact webinars and heads up Global Channel Sales for NICE inContact.

Tonya DeVane

The Omnia Group, Client Advisor
Sessions: Employee Retention Strategies for Keeping Top Talent

Tonya DeVane joined The Omnia Group as a client advisor in September 2008. In her current capacity, Tonya helps senior and mid-level managers select top talent, manage more effectively and build high-performance teams using behavioral assessment tools and concepts. Tonya provides guidance to hundreds of businesses in a wide range of industries, including insurance, financial services, automotive, staffing and healthcare. She trains and develops staff, conducts onsite workshops, and regularly facilitates webinars.

With a degree in Human Service Counseling and over 15 years' experience in identifying customer needs and implementing innovative solutions, Tonya is successful in helping businesses reach their human capital goals.

Tonya is a speaker at various events and associations, such as AppliedNet, NetVu, FloridaAce, Assurex Global, and more. She speaks and consults on topics such as Authentic Communication, Creating a Sales Culture, and Power Interviewing. You can expect to gain employee selection, retention and development guidance, along with keen self-awareness insight to take your team and business to the next level.

Steve Ducey

Vibrant Credit Union, Chief Experience Officer

As the Chief Experience Officer of Vibrant Credit Union, Steve Ducey strives to create a world class culture that generates high performance results. He successfully led the rebrand of DHCU to Vibrant Credit Union in 2015 and hasn't taken a break since. He lives and breathes culture and brand awareness. Steve believes that banking doesn’t have to be boring and is dedicated to creating a culture and banking experience that proves it. This type of culture and atmosphere has led Vibrant to receive recognition as the Quad Cities Small Business of the Year, The Quad City Chamber’s Top Place to Work for Young Professionals and one of the top 5 Credit Unions to Work For in the United States.

Dianne Durkin

Loyalty Factor, President & CEO
Sessions: The Future Workforce: Prepare for These 21st Century Trends | Reboot Your Culture with the Power of Magnetic Leadership

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.

Ed Elrod

EIG, Sr Consultant
Sessions: Disruptive Technology: The Path From Turmoil To Transformation

Ed has been talking to machines for a long time. It all started with building enhanced services applications for deregulated telephone companies. He tried to add some early speech recognition but ... I’m sorry, it didn’t understand him. Lately, he’s been running usability tests and designing spoken and conversational user interfaces with Enterprise Integration Group. Ed holds a BS in computer science from Georgia Tech, an MBA from Widener University, and has done additional graduate work at Drexel University. Along the way, he has also taught as an adjunct professor for St. Joseph’s and Drexel Universities.

Manley Feinberg

, Business Leadership and Peak Performance Expert, Author
Keynotes: Opening Keynote: Reaching Your Next Summit

Manley is recognized as an award winning international keynote speaker, business leader, and author whose work has been featured on NBC, CBS, ABC, and Fox, and in The New York Daily News, Entrepreneur, American Express Open Forum and World News.  He served two terms as the President of the National Speakers Association, St. Louis chapter.

During Manley’s eleven years with Build-A-Bear Workshop, his leadership direction helped take the revolutionary retail concept from 40 stores to over 400 worldwide, realizing revenue growth from 55 million to over 474 million, and a successful IPO on the NYSE.  He built an award winning reputation for implementing business solutions and support that produced measurable results every day. Manley’s leadership influence contributed to a workplace culture that landed Build-A-Bear on the FORTUNE 100 Best Companies to Work For® List four years in a row.

Daryl Fletcher

1 Dynamic Life Consulting, Principle Consultant
Sessions: Creating and Communicating a Crystal Clear Vision for Results

As a Speaker, Coach and Author Daryl Fletcher gives individuals and organizations life changing tools be effective in their personal and professional relationships. Daryl adds value to his clients by addressing issues of communication, productivity, and increasing profits. Daryl places his expertise at the disposal of his audiences. He is an expert in the area of helping people maximize their potential and increasing the quality of their relationships. Daryl is a well sought after keynote speaker, workshop facilitator and coach. His sessions are filled with thought provoking content, humor and practical methods for success both personally and professionally.

Daniel Foppen

Oracle, Senior Principal Product Manager
Sessions: Improving Agent Productivity with an Effortless Agent Experience

Chief Contact Center Awesomeness Ambassador in the Oracle CX Cloud Outbound Product Management team. Also grill-meister, hiker, guitarist, geek, music aficionado, agitator, cinematographer, snowboarder, dutch guy, and daddy of two super cute girls.

Annette Franz

CX Journey Inc., Founder/CEO
Sessions: Customer Experience Deep Dive Part 1: INPUT - Data,Insight, Analysis & Outcomes | Customer Experience Deep Dive Part 2: OUTPUT - Mapping,Improving, Planning & Implementing

Annette Franz is founder and CEO of CX Journey Inc., a boutique customer experience strategy consulting firm specializing in helping clients ground and frame their customer experience strategies in employee and customer understanding. Her passion lies in teaching companies about customer experience and helping them understand the critical linkage between the culture, employee experience, leadership, and a great customer experience. She has 25 years of experience consulting with clients to help them improve both employee and customer experiences.

Annette was named one of "The 100 Most Influential Tech Women on Twitter" by Business Insider and is regularly recognized by companies around the world as a top influencer in Customer Experience. She co-hosts the weekly #CXChat on Twitter, serves as an executive officer on the Board of Directors of the Customer Experience Professionals Association, mentors other professionals in this field to help them advance their careers, and is an official member of Forbes Coaches Council. Annette is also a speaker and an active writer; you can find her work not only on her own blog but also on Business2Community, CustomerThink, Quality Digest, APICS Magazine, and more. She is also a Certified Customer Experience Professional (CCXP).

Bob Furniss

Bluewolf, an IBM Company, VP, Global Service Cloud Practice
Sessions: Leveraging Knowledge Management to Improve Productivity | Artificial Intelligence – The Evolution to the Cognitive Contact Center | Omnichannel – Improving Your Bottom Line

Bob is the Vice President of Bluewolf's Global Service Cloud Practice and leads a team of consultants focused on improving customer service and engagement. For more than 35 years Bob's career has focused on the customer experience - first as a leader of contact centers, and then as a consultant. Bob works with clients to optimize their customer engagement strategies - and to define how technology can impact customer moments. Bob speaks internationally on frontline leadership and the importance of developing a customer-obsessed business culture. Bob has worked with some of the best brands in the world – AusPost, Berkshire Hathaway, FedEx, Delta, Cardinal Health, Lenovo, AmerisourceBergen – and more. Bob was humbled to receive ICMI's Lifetime Achievement Award in May 2017. On a personal note, Bob is a proud dad and grandfather, loves photography, and is on the Board of Point of Impact - a children's ministry in Honduras. Bob lives his passion for customer engagement with his personal career hashtag - #ILoveThisStuff.

Robin Gareiss

Nemertes Research, President and Founder
Sessions: Elevating Your Contact Center into the Modern Age

Robin Gareiss is President and Founder of Nemertes Research, where she oversees research product development, conducts primary research, and advises leading enterprises, vendors, and carriers. She serves as chief financial officer, as well. For 25+ years, Ms. Gareiss has advised hundreds of senior IT executives, ranging in size from Fortune 100 to Fortune 2000, developing technology strategies and analyzing how they can transform their businesses. She has developed industry-leading, interactive cost models for some of the world's largest enterprises and vendors. Ms. Gareiss leads Nemertes' Digital Transformation research. She also is a widely recognized expert in the communications field, with specialty areas of VOIP/UC, collaboration, and managed/hosted/cloud communications services. She is a sought-after speaker at conferences and trade shows, presenting at events such as Nemertes Navigator360, IDG’s IT Roadmap, UBM’s Enterprise Connect, Enterprise 2.0, Interop, Mobile Business Expo, and CeBit. She also writes a blog for No Jitter. Additional entrepreneurial experience includes co-founding and overseeing marketing and business development for The OnBoard Group, a water-purification and general contracting business in Illinois. She also served as president and treasurer of Living Hope Lutheran Church, led youth mission trips, and ran several successful fundraisers for children's cancer research. She serves on the University of Illinois College of Media Advisory Council, as well. Before joining Nemertes, Ms. Gareiss shaped technology and business coverage as Senior News Editor of InformationWeek, a leading business-technology publication with 440,000 readers. She also served in a variety of capacities at Data Communications and CommunicationsWeek magazines, where helped set strategic direction, oversaw reader surveys, and provided quantitative and statistical analysis. In addition to publishing hundreds of research reports, she has won several prestigious awards for her in-depth analyses of business-technology issues. Ms. Gareiss also taught ethics at the Poynter Institute for Advanced Media Studies. Her work has appeared in the New York Times, Chicago Tribune, Newsweek, and American Medical News. She earned a bachelor of science degree in journalism from the University of Illinois and lives in Illinois.

Beth Gauthier-Jenkin

Gopher Sport, Vice President, Customer Care
Sessions: The Secrets to Building an Award-Winning Service Culture

Beth is Vice President of Customer Care with Gopher Sports and is an experienced customer care leader with a demonstrated history of success working in the contact center and service industries. She is highly skilled in Operations Management, Process Optimization, Budgeting, Coaching, and Performance Management. Beth holds a Master of Arts (M.A.) focused in Leadership and Management from Concordia University-St. Paul.

Dan Gizzi

Sitel Group, VP of Business Development

Dan Gizzi is an experienced business executive working at the forefront of technology and education.  Over a nearly two decade span, he has had the privilege to coach and mentor through direct leadership, and as part of a team, deliver higher education and corporate learning solutions.  As Vice President of Business Development for Learning Tribes, he is responsible for leading the U.S. sales and marketing initiatives of empowering professionals to achieve their maximum potential as they reach their organization’s goals. A well-traveled New Jersey native, and after a decade of living in Chicago, Dan escaped the winters of the North and currently resides in sunny, South Florida with his wife, son, and several family pets. 

Julia Heitner

Guardian Protection Services, Corporate Trainer III
Sessions: Fostering Culture in a Virtual Workplace

Julia Heitner has 15 years as a Learning and Development professional, with experience ranging from leadership conferences to the hospitality industry. Her successes include working with various organizational levels, writing, designing, promoting and delivering training solutions. Currently, Julia is a Corporate Trainer for Guardian Protection Services. Here she has had the advantage to explore multiple training and cultural delivery methods for branches throughout the U.S. Julia is a Certified Facilitator for both DDI and Partners In Leadership and has a Master's Degree in Secondary Education from Duquesne University.

Vicki Herrell

SWPP, Executive Director
Sessions: Secret Weapons for the Seven Most Common Contact Center Headaches

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

Todd Hixson

Hulu, Capacity Planning Manager
Sessions: How to Solve Peak Hours and Queues with an Uber Approach

Todd has been in contact center operations/management for around 20 years, working for Travelocity, Cabelas and Intuit prior to joining Hulu. He has been an out-sourcer, and in-sourcer and an us-sourcer with a belief in efficiency realized using creative scheduling, performance based "right for me" shift bidding, and pushing limits with optimization focusing on delighted customers and engaged employees.

His current projects include capacity planning that relentlessly pursues better ways while ensuring his team "embraces fun." In all of this, the focus is on the fact that it starts with the customer!

He has driven back-office utilization of WFM practice, multiple channel skill based operations practices, and cross functional "day in the life of WFM" workshops. Todd has served on ICMI's advisory board, consulted in industry standard certification with CIAC and was the recipient of ICMI's distinguished Life-time Achievement Award in 2018.

Mary Beth Jenkins

UPMC Health Plan, Senior Vice President and Chief Operating Officer
Sessions: The Secrets to Building an Award-Winning Service Culture

Ms. Jenkins is responsible for for providing leadership, strategic direction and oversight of day-to-day operations. She also oversees Claims, Customer Service, Enrollment, Ancillary Products, Third Party Administration, Systems Configuration, Business Development and Organizational Performance. 

Since joining the Health Plan in 1998, Ms. Jenkins has has been a driving force to implement operational efficiencies that have led to low administrative costs and high customer satisfaction. Ms. Jenkins is a strong supporter of UPMC Health Plan’s process improvement efforts and has a Green Belt certification in Six Sigma. She serves on the board of directors for several nonprofit organizations and she is recognized nationally as an expert on service excellence and claims optimization. 

Sheri Kendall-duPont

FCR, Learning and Development Manager
Sessions: 5 Ways Accelerated Learning Can Improve New Hire Training | #ICMIchat Live: Answers to Your Burning Contact Center Questions

Sheri Kendall-duPont's passion for creating positive change within organizations led her to FCR. In her current role as Learning and Development Manager she has developed programs that have inspired those in leadership to create a coaching culture. The customer service education that she provides inspires agents to do their best work and to find purpose and meaning in the service they provide. She holds a Bachelor's Degree in Business Management from Northwestern Christian University and a Master's Degree in Training and Development from Roosevelt University. Her career in education began in 1999 and since then she has developed workplace learning opportunities for non-profit organizations, institutions of higher education, government agencies, healthcare organizations and contact centers.

Doug Klees

MoneyGram, Head of Global Customer Care
Sessions: Achieving Global Operational Benefits by Moving to the Cloud

Doug Klees is Head of Global Customer Care for MoneyGram International with responsibility for global contact center operations across 10 sites supporting both agent locations and consumers in over 20 languages across 200+ countries. Doug has over 25 years' experience in the customer care industry working in large operations like Verizon and Aol and with startups PrimeCo and TeleCorp launching customer care teams within the wireless industry. His experience covers outsourcing management, site operations, workforce management, contact center technology, training, and quality management. At MoneyGram, he recently oversaw the completion of a full transition to a cloud based contact center application.

Scott Kolman

Five9, Inc., VP Product Marketing
Sessions: Bridging the Gap to Create a Personalized Customer Experience

Scott Kolman is the Vice President of Product Marketing at Five9 with responsibility for the overall positioning and promotion of the Five9 product portfolio. Scott has an extensive background in technology marketing and is a recognized professional with expertise in the contact center, cloud and customer experience industry. Prior to joining Five9, Scott held marketing leadership positions at Genesys, Synchronoss Technologies, SpeechCycle, Amdocs, Lucent Technologies and Octel Communications. Scott if a frequent speaker at industry conferences and events as well as a prolific blogger.

Robert Lamb

CDW, Sr. Customer Contact Consultant
Sessions: Are You Running Your Contact Center with Misleading Metrics?

Robert is a thought leader in omni-channel contact center strategy and performance. As an architect with a business management background, Robert's specialty is maximizing his client's bottom line by optimizing both productivity and the customer experience.

Robert has 30+ years of contact center experience, having advised 1,800+ companies and formally consulted to nearly 500 clients. He has been technically certified for design, implementation, integration and application development for Cisco, Nuance, Avaya and Genesys contact center technologies. He has designed contact centers that have been implemented for +150 clients.

Robert is a published author on customer contact ( and a leading blogger for CDW, AT&T and other organizations ( He has also delivered webinars, podcasts, been a radio guest ( and has presented at leading customer contact industry events and contact center technology market leader trade shows.

Denise Lee Yohn

, Brand-Building Expert, Speaker, Author
Keynotes: Featured Keynote: The FUSION Formula: Brand + Culture=Results

Denise Lee Yohn delivers fresh ideas and clear-cut tools to build a breakthrough brand. She inspires and teaches business leaders to realize the full potential of their organizations. Blending a unique perspective, over twenty-five years of experience with world-class brands including Sony and Frito-Lay, and a talent for energizing audiences, Denise is a leading authority on building great brands and exceptional organizations. As author of the bestselling book What Great Brands Do and the new book FUSION, she cracks the code on how to achieve brand leadership

Erica Marois

ICMI, Content Manager
Sessions: The Secrets to Building an Award-Winning Service Culture | #ICMIchat Live: Answers to Your Burning Contact Center Questions

is the Content Manager at ICMI. With a background in marketing, public relations, and social media, she brings nearly ten years of community management experience to ICMI. Erica manages ICMI’s robust network of community contributors – 500 strong! She also hosts ICMI’s weekly tweet chats that feature dynamic, interactive discussions with thought leaders and innovators in our community. Erica produces our webinars and many other content initiatives like Contact Center Insider, our weekly newsletter. She also partners with vendors in the community to nuance their viewpoint on important topics. Lastly, Erica employs her creative viewpoint on community engagement at ICMI events – working with attendees to enhance their event experience and bring the ‘fun’ to attending an industry event. Erica is a connector of people – in any medium – and loved bringing contact center leaders together to solve problems.

Todd Marthaler

Appian, Industry Leader, Contact Center

Todd has 25 years managing and consulting for Fortune 500 contact centers focused on intelligent interaction routing, customer experience mapping and satisfaction, workforce engagement management, quality management and analytics. He has presented at various partner and customer conferences including Interactive Intelligence/Genesys, ICMI and SOCAP and has written for various contact center publications including Contact Center Pipeline and Minute Hack. 

Fancy Mills

ICMI, Group Training and Content Director
Keynotes: Keynote Address with Fancy Mills

As the current Director of Training and Content, Fancy brings over twenty years of experience specializing in consulting, training and human resource development. Her main area of focus has been working with service and support centers and contact centers across various industries to optimize their performance. As a former ICMI Business Associate she has certified thousands of service and support professionals, managers, directors, analysts, agents, technicians, and corporate trainers around the world in virtual and classroom environments. In addition to training, she has developed and facilitated customized curriculum, training and consulted for Fortune 500 companies in the areas of customer service, customer experience, quality management, workforce management presentation, communication, and time management skills. Fancy has also served as a session speaker for various industry conferences and events such as Fusion, HDI and ATD. 

While at HD/ICMI she served as a chair for International Certification Standard Committees, served on certification testing committees, conference committees, as well as published articles for Support World Magazine. In 2017 Fancy received her Masters in Human Resource Development with a specialization in Adult Education from Texas A&M University. While at Texas A&M University. Fancy is a published author on generational conflict strategies and was a featured speaker at the 2016 TEDx TAMU speaking on The XYZ Strategies for Succeeding in a Multi-Generational World. She served on the Texas A&M Graduate Advisory Board and the Steering Committee for The Academy for Future Faculty and was awarded the 2016 Senior Fellow. She was also selected to serve as the Student Representative Commencement speaker for graduation.

As a fifth generation Texan, she lives in Austin, Texas with her husband Kevin, son Mills, and their tabby cat Sparky. She’s an avid sports fan and enjoys rooting for all Dallas sports teams but her favorite team is anyone that her son is playing on! 

Tim Montgomery

Alamo City STAT, Principal Consultant
Sessions: Secret Weapons for the Seven Most Common Contact Center Headaches | Building the Business Case for a CX Investment

Tim Montgomery is a Founder and Managing Partner at Alamo Cloud Solutions (ACS). ACS is led by a team of call center veterans that built and sold one of the first 100% cloud based BPO call centers. His proven expertise in customer service and contact center operations has made him a sought-after advisor to companies in a variety of vertical industries. Tim has personally assisted some of the world’s most recognized service organizations – DELL, AIG, Lifetouch Publishing, ADP, Mitsubishi Motors, Farmers Insurance, Premera Blue Cross, Deluxe Corporation, Allstate, Kodak, Liberty Mutual, Cinergy, Prudential, Meguiar’s, Isagenix, Department of Veterans Affairs, The Gartner Group, Amerigroup, Prime Therapeutics, Harvard Medical School, and many more.

Bryan Naas

Lessonly, Director of Training
Sessions: Reimagine Team Training—Do Better WorkTogether

Bryan is a leader in training with more than 15 years combined experience in training and learning design. With roots in public education, Bryan cultivated a love for learning to take on leadership roles in both small and large software companies. Currently the Director of Training at Lessonly, Bryan drives strategy and execution to ensure the whole company is prepared to successfully deliver the Lessonly message and brand.

Leslie O'Flahavan

E-WRITE, LLC, Principal and Owner
Sessions: It's Complicated: Fostering an Effective Relationship between Customer Service and Marketing

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 a author of the courses How to Write Customer Service Email and Customer Service: Writing for Social Media. Leslie is the co-author of Clear, Correct, Concise E-Mail: A Writing Workbook for Customer Service Agents.

Natalie Petouhoff

Salesforce Service Cloud, VP, Customer Service Innovations
Keynotes: Morning Welcome: To Transform Your Business You Must Urgently Transform Customer Service

Dr. Natalie, VP, Customer Service Innovations, Salesforce Service Cloud, works with customers and companies to choose the right people, process, and technology to innovate a company's customer experience. She joined Salesforce after years of being a strategic executive customer service advisor, a contact center analyst, CRM management consultant, chief digital/social officer and social customer service ROI expert. Her goal is to guide customer service professionals in making the best, strategic decisions to transform cost centers into revenue centers. Authoring over 150 white papers, ebooks, webinars, etc... her opinion is highly sought by reporters and her thought leadership has been quoted in The New York Times, FastCompany, Forbes, CRM Magazine...

Todd Piccuillo

HDI/ICMI, Group Sales Director-Services

Todd is the Group Sales Director-Services, HDI/ICMI, and has 25 years of experience managing complex professional services, training and consulting projects in the contact center, organizational development and technology arenas. In his 10 years with ICMI, Todd has worked closely with ICMI’s most strategic customers, helping design enterprise-level programs for developing people, improving processes and optimizing contact performance. A graduate of Fairfield University, Todd resides in his native Connecticut with his wife and two sons, and when he’s not improving the lives and fortunes of his clients, he’s likely throwing batting practice and wishing he could play more golf.

Jen Richard

McKesson, Vice President, Contact Center Operations
Sessions: Leveraging Knowledge Management to Improve Productivity

Justin Robbins

JM Robbins & Associates, Founder
Sessions: Coaching Coaches – Leading with a Strategic Vision | Finding Your Most Meaningful Metrics | Storytelling with Data: Making Metrics Come to Life

Justin Robbins is a customer service expert, professional speaker, and business consultant that helps organizations maximize the strategic value of their customer experience initiatives. Over the course of his career, he's coached and consulted with thousands of individuals around the globe on contact center and customer experience best practices.

Today, Justin works with organizations to improve the impact of their performance management programs, drive more meaningful outcomes from their data, and align their customer service teams from the executive office to the front line. He is a frequent author of industry research, articles, and best practice content, and featured expert for media outlets including the New York Times, NBC Nightly News with Lester Holt, and Fox News.

Bruce Rosato

Salesforce Service Cloud, Principal Solution Engineer

Michele Rowan

Customer Contact Strategies, President
Sessions: Work at Home: Strategies, Technologies and People Key to a Successful Program

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.

Jeff Rumburg

MetricNet, LLC, Managing Partner
Sessions: A New World Order – Managing Your Contact Center as a Business! | Turbocharge Your Metrics with Benchmarking!

Jeff Rumburg is co-founder and Managing Partner of MetricNet, LLC. He was awarded the 2014 Ron Muns Lifetime Achievement Award by HDI for his contributions to the IT Service and Support industry. He has authored a best-selling book on Benchmarking, and has published more than 100 whitepapers on Contact Center Best Practices.  He has also been retained as a contact center expert by more than half of the FORTUNE 1000, including such well-known companies as HP, Intel, General Motors, IBM, and American Express. Equally broad is his industry experience, which includes contact center project management and benchmarking for virtually every major industry.

Prior to co-founding MetricNet, Mr. Rumburg was president and founder of The Verity Group, an international management consulting firm specializing in benchmarking and competitive analysis. As president of The Verity Group, Mr. Rumburg launched a syndicated benchmarking service that provided contact center benchmarks to more than 1,000 corporations worldwide.

Additionally, Mr. Rumburg has held executive positions at META Group, and Gartner. As vice president at Gartner, Mr. Rumburg led a project team that reengineered Gartner’s global benchmarking product suite. And as vice president at META Group, Mr. Rumburg’s career was focused on Contact Center Benchmarking and reengineering.

Mr. Rumburg's education includes an M.B.A. from the Harvard Business School, an M.S. magna cum laude in Operations Research from Stanford University, and a B.S. magna cum laude in Mechanical Engineering. He is author of A Hands-On Guide to Competitive Benchmarking: The Path to Continuous Quality and Productivity Improvement, and has taught graduate-level engineering and business courses.

Patrick Russell

Talkdesk, Principal, Product Innovation Marketing
Sessions: Contact Center Economics 101 | Understanding all KeyMetrics and Their Influencers

With a passion for technology and finding new ways to make customers happy, Patrick has spent the last 15 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.

Raj Sahota

Equinix, Sr. Director, Global Service Desk and Service Delivery
Sessions: Equinix: VOC-Inspired Experience Transformation

Art Schoeller

Forrester, Vice President & Principal Analyst
Sessions: Artificial Intelligence – The Evolution to the Cognitive Contact Center | Disruptive Technology: The Path From Turmoil To Transformation

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.

Charlie Schrier

SmartAction, Director of Product Marketing
Sessions: Simplifying Customers' Lives with Conversational AI

Charlie Schrier is the Director of Product Marketing for SmartAction, where he is responsible for identifying market trends and competitive advantages that help leading brands stay ahead of the curve. He works closely with Product and Sales teams to build multi-media educational materials that are focused on business and technology innovation. He has been with SmartAction for three years. Prior to SmartAction, Charlie completed his MBA from Loyola Marymount University, where he helped launch two small businesses and performed user experience consulting work for a top visual effects company.

Laurie Simpter

Pier 1 Imports, Senior Manager of Customer Relations
Sessions: Improving Agent Productivity with an Effortless Agent Experience

Laurie is an experienced professional who has always had a passion for the Retail industry. With over 35 years of retail experience and 17 years with Pier 1 Imports, she has worn many hats throughout her career and has utilized her broad experience to create a strategic vision for her team and drive for results. Her belief that customers are the centricity of all successful organizations has inspired her to lead with her heart and empower her employees to share their passion for the company and products with customers, while leveraging technology and improved processes to deliver strong financial results. As the Sr. Manager of Customer Relations, Laurie has successfully lead the effort to upgrade legacy technology, transition the Contact Center to over 80% work-from-home, improve service levels, drastically shrink turnover, and reduce payroll expenses.

Marcus Stein

Clio, Customer Experience WFM & Development
Sessions: The Secrets to Building an Award-Winning Service Culture | Leveraging Knowledge Management to Improve Productivity

Marcus Stein is the Manager of Customer Experience Workforce Management and Development at Clio. He leads the team that manages WFM, training & development, and knowledge management for Clio's Support and Enablement departments. Over the last 15 months, Marcus has led a project to redefine the way that Clio approaches offering support to customers by redesigning the way we collect, store, and communicate knowledge related to customer interactions and our product. Marcus has been a member of the Clio team for 3.5 years and has an extensive history working in various customer service roles and organizations.

Joshua Streets

U.S. Cellular, Senior Leader of Contact Center Operations
Sessions: Reimagine Team Training—Do Better WorkTogether

Josh Streets is responsible for efficient and effective performance of the customer experience in an omni-channel environment for U.S. Cellular’s contact center operations.  He was a key leader in the design and deployment of the Lessonly solution across customer service, sales and support.   Josh brings 16 years of leadership and consulting experience in Fortune 500 contact center performance, with niches in: Technology Innovation, Business Results, Strategy & Workforce Management.

Doug Taylor

HighPoint Global, Vice President of Operations
Sessions: Contact Center Training Strategies for the Digital Adult Learner

Doug Taylor has over 25 years of experience leading training and performance improvement organizations in a variety of industries. As a distinguished training leader, Doug has a passion for measuring the impact of training programs to drive improvements for future programs.

As Vice President of Operations at HighPoint, Doug is responsible for developing solutions for government clients to ensure they have the knowledge, tools and skills needed to deliver for their constituents. Doug has a deep expertise in instructor-led training, e-learning, and knowledge management. Under his leadership at HighPoint, Doug led the creation of training programs that shortened the new hire learning curve, improved citizen satisfaction and reduced program costs.

Prior to joining HighPoint, Doug was Executive Director of Performance Improvement at Chase Card Services where he led the performance scorecard, training, and knowledge management functions. Doug also previously led the training function at QVC.

Dan Thompson

St. Jude Children's Research Hospital, Director - Donor Advocate Team, Training, Quality Assurance

Dan is the Director of the Donor Advocate Team, Training, Communications, and Quality Assurance for St. Jude Children's Research Hospital. Before his time at St. Jude, he spent 25 years working in contact center operations and customer care at Continental Airlines and United Airlines, overseeing teams across the US and around the globe. Dan received his degree from Texas State University.

Jeff Toister

Toister Performance Solutions, Inc., President
Sessions: How to Elevate Customer Experience with Good Goals | How to Get Your Agents Obsessed with Service

Jeff Toister is the best selling author of The Service Culture Handbook: A Step-by-Step Guide to Getting Your Employees Obsessed with Customer Service. More than 140,000 people on six continents have taken one of his 17 video-based training courses on LinkedIn Learning (a.k.a. Jeff was named one of the Top 30 customer service professionals in the world by Global Gurus. He was also named one of the Top 50 Thought Leaders to Follow on Twitter by ICMI. Feedspot has called his Inside Customer Service blog one of the Top 50 customer service blogs on the planet. Jeff holds a Certified Professional in Learning and Performance (CPLP) certification from the Association for Talent Development.

Adam Toporek

, Customer Service Expert, Speaker, Author
Keynotes: Featured Keynote: Be Your Team's Hero: How to Lead a World-Class Customer Experience Team

Adam Toporek is an internationally-recognized customer service expert, keynote speaker, and frontline trainer who helps organizations get results by thinking differently about customer service. A third-generation entrepreneur with extensive experience in retail, wholesale, franchising, and small business, Adam understands the impact that customer experience can have on the bottom line.  As the author of Be Your Customer's Hero, the founder of the popular Customers That Stick® blog, and the co-host of the Crack the Customer Code podcast, Adam regularly shares his customer experience and customer service insights with a global audience. He has appeared in over 100 media and is regularly cited as a top customer experience thought leader.

Scott Van De Wiel

American Family, Operations Performance Analytics Manager
Sessions: Journey to Driving Operational Effectiveness

Scott Van De Wiel has managed the analytics team for the Sales and Service Operations Care Center at American Family since November 2014. The Sales and Service Operations Care Center receives nearly 3 million interactions a year and has about 400 representatives to serve its customers. His team is responsible for creating rep performance dashboards that assist the managers in coaching their reps and performs Care Center analysis to understand what is driving Service Levels. In addition, Scott's team is focused on strategic analytics that support multi-channels, customer loyalty initiatives and AI predictive modeling. Prior to his current role, Scott has been involved in analytics throughout the insurance industry by working on the Commercial and Life product lines and Customer Billing at American Family.

Kris Wong

Legal & General, Assistant Vice President, Admin Services
Sessions: Simplifying Customers' Lives with Conversational AI

Kris Wong is the Assistant Vice President of Administrative Services for Legal & General America. Kris is responsible for operations and services across both pension risk transfer products and retail life and annuity products. Teams under his direction service over 1.2 million customers. Kris has 21 years of experience in the life insurance industry in various areas including new business operations, customer service, underwriting and project management. Kris began his insurance career with ING in 1997 servicing agents and customers and eventually was the Director of Operations for the U.S. Life Underwriting department. For nearly the last decade, Kris has helped transform LGA's operations into the premier service provider for new business and customer service. He has obtained numerous insurance designations throughout his career, including Fellow Life Management Institute (FLMI), Fellow Financial Services Institute (FFSI), Professional Customer Service (PCS) and Associate Insurance Regulatory Compliance (AIRC). Kris has an MBA from the University of Phoenix and a Bachelor's degree in History from Colorado State University.

"This was my first conference and I was traveling alone from Canada. I can't tell you how invited I felt. It quickly felt like home. I learned so much my 3 days there and truly miss it since my return. I cannot wait for the next conference."

Shauntelle Carbery, Department Head of Customer Service, Express Legal


   © 2018 UBM, All Rights Reserved.

   © 2018 UBM, All Rights Reserved.