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john Adamo

Moen, Director, Customer Quality
Sessions: Integrating Quality and Customer Insights to Maximize Strategic Value

John has been the leader of quality and the contact center at Moen for over a decade and has expanded the impact of the functions from tactical quality and complaint handling to strategic customer experience and customer education.

Karen Arnold

Automattic, Tech Support Hiring Manager
Sessions: Building Culture with Work at Home Agents

Karen Arnold leads the Tech Support Hiring team at Automattic, the team responsible for hiring support staff for Automattic's products. She has worked remotely for Automattic since 2012. Karen has spoken at a number of events including SupConfNY 2016, WordCamps the United States, Nicaragua, Argentina, Colombia, and Peru, and various WordPress meetup events. Prior to Automattic, Karen ran a business creating WordPress sites for small businesses. She lives in Albuquerque, NM with her husband and four children.

Shannon Behrend

esurance, Director of Customer Experience Strategy
Sessions: Transform Your Contact Center into an Insight Center

Dr. Debra Bentson

Kaiser Permanente, Senior Workforce Manager
Sessions: Serving Up Metrics to Suit Every Palate

Lori Bocklund

Strategic Contact, President
Sessions: Technology Stations Workshop: It's time for action! | Contact Center Technology 101: What EveryProfessional 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.

Sary Brunner

Zendesk, VP Customer Success
Sessions: Journey Mapping Customer Experience

Justin Chase

Crisis Response Network, President/CEO
Sessions: Establish Trust Across the Organization by Increasing Transparency

Justin Chase serves as the President and CEO of Crisis Response Network and its subsidiary organizations (Centerpoint for Hope and Community Information and Referral Services/AZ 2-1-1). Justin is a nationally recognized subject matter expert in: crisis systems, recovery-oriented systems of care, peer integration, non-profit organizational leadership and development and developing sustainable, effective and efficient healthcare programs and systems. He has served as a behavioral health administrator, executive, network/program developer, direct practitioner and project manager within the public behavioral health and child welfare system for more than 15 years. Justin earned Bachelor of Science and Master of Science degrees in Social Work from Arizona State University and holds a Certificate in Nonprofit Management from Duke University. Justin is a Licensed Master Social Worker in the State of Arizona, Certified Professional in Healthcare Quality, Certified Six Sigma Green Belt, Certified Peer Support Specialist in the State of Arizona, Certified Crisis Interventionist by the American Academy of Experts in Traumatic Stress and a Fellow with the National Center for Crisis Management and the American College of Healthcare Executives.

Brad Cleveland

ICMI, Senior Advisor and Founding Partner
Sessions: The Principles of Effective Contact CenterManagement | Characteristics of the Best Managed Contact Centers

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.

Jenny Dempsey

NumberBarn, Social Media and Customer Experience Manager
Sessions: Create a Culture of Self-Care in Your Contact Center

Jenny Dempsey is the Social Media and Customer Experience Manager for With over a decade of customer service experience in a variety of roles, Jenny has been recognized through social media channels as a thought leader. She is co-founder and a regular contributor on the Customer Service Life. When she's not helping or singing to customers, she is an Integrative Nutrition Health Coach, coaching clients over at her side passion project,

Dianne Durkin

Loyalty Factor, President & CEO
Sessions: The Power of Holistic Mentoring

Dianne Durkin has over 25 years of experience in finance, direct sales, international marketing, and training & development. She has held Vice President of Marketing and Presidential positions with companies like Gulf Oil, Digital Equipment Corp, Corporate Branding Partnership and ASTEA International. She has also founded and sold two companies. Dianne's combination of executive management and entrepreneurial skills has proven very beneficial in helping major corporations and small enterprises achieve maximum results. A graduate of Rivier College, Ms. Durkin holds a Masters Degree in Mathematics from Duquesne University. She has also completed advanced management programs at the University of Santa Clara and Babson College. As author of two books, she has been featured in The New York Times, Wall Street Journal, Fortune, USA Today, Investor's Business Daily, The Boston Globe, and numerous other publications. She was also the subject of a cover story in Learning and Training Magazine, and has appeared on NPR and Bloomberg Television and Radio. Her writing has appeared in Master Salesmanship, Potentials, New Hampshire Business Review, and other business publications.

Dick Finnegan

C-Suite Analytics, Speaker, Author, & CEO, C-Suite Analytics & The Finnegan Institute
Sessions: The Power of Stay Interviews for Retention & Engagement

Dick Finnegan is a world-renowned expert on Stay Interviews, Employee Engagement and Cutting Turnover. He travels extensively speaking at executive meetings and conferences, has authored five books on Stay Interviews and Employee Engagement, and is CEO of C-Suite Analytics and Finnegan Institute. BusinessWeek magazine has said "Finnegan offers fresh thinking for solving the turnover problem in any economy". An in-demand speaker by business leaders, Dick transforms an audience's perspective on Employee Turnover and Engagement with concrete data, insight and humor, while providing an employee retention and engagement solution that cuts turnover by 20% or more in the first six months. His experience includes solving turnover and improving engagement in a vast number of industries including Siberian banks, African gold mines, multi-national corporations in China, healthcare institutes, meat processing groups, manufacturing plants and even the CIA. He leverages that extensive knowledge as CEO of C-Suite Analytics and Finnegan Institute to transform organizations, and to author articles, blogs and books including the top-selling SHRM-published book in history, The Power of Stay Interviews for Engagement and Retention. He holds bachelors and graduate degrees from The Pennsylvania State University and lives in Orlando, Florida.

Wendy Fowler

ICMI, Business Associate
Sessions: ICMI Power of Metrics & Data | Developing a Roadmap for Operational Improvement

Bob Furniss

Bluewolf, VP, Global Service Cloud Practice
Sessions: Customer Experience Leadership - How Moo, UL,Navy Credit and IBM Are Leading with CX!

Cindy Garrett

West Monroe Partners, Director
Sessions: Empowering Agents Through Automation

Cindy Garrett is a director in West Monroe Partners' Customer Experience practice, with over 25 years of experience in contact center and customer experience. She leads the contact center practice for our organization, overseeing the delivery of innovative strategies that apply leading technologies to drive performance and advantage. Since joining West Monroe Partners, Cindy and her team developed the organization's High Performance Contact Center solution offering. With deep contact center experience, she helps clients transform their contact center operations. Project Highlights include: -Engagement Lead and Contact Center Lead for an engagement with the nation's largest diagnostic imaging company to improve their overall customer satisfaction and reduce operating costs. Scope included organization optimization, contact center management best practices, performance management and business process redesign. Contact center key performance indicators (KPIs) improved from a minimum of 35% to over 90%. -Contact Center Lead for a large water utility to conduct a contact center assessment and develop and execute a multi-year strategy and roadmap. Scope included process redesign, quality management, training, performance management and several technology initiatives. Cindy earned a Bachelor of Science degree in Business Administration from Colorado State University and a Masters of Telecommunications degree from the University of Denver. She completed the American Health Insurance Plan's Executive Leadership Program and earned the distinction of Certified Health Insurance Executive. Cindy was also named one of Consulting Magazine's "Women Leaders in Consulting" in the Client Service category in 2016.

Andrew Gilliam

Western Kentucky University, ITS Service Desk Consultant
Sessions: Ho hum No More: Re-imagining Customer Surveys to Drive Results

Andrew Gilliam is a passionate customer experience innovator and change agent. He's developed new employee portals, created effective surveys, and built silo-busting escalation systems. Andrew's background in Information Technology put him on the front-lines of customer service as an IT Support Center Analyst. His vision: deliver Amazing Customer Service and Technical Support™.

John Goodman

CCMC, Vice Chairman
Sessions: Integrating Quality and Customer Insights to Maximize Strategic Value

Goodman has MBA from Harvard and BS Chem Eng from Carnegie Mellon. He is Vice Chair of CCMC and led the original White House study that produce the conventional wisdom that it cost five times as much to win a new customer as to keep an existing one and twice as many people hear about bad news as good news. Business Week credits his research with the start of the GE Answer Center and the use of 800 numbers for customer service.

Gregg Gregory

Teams Rock, Speaker, Author, CEO
Sessions: People Personalities & the Plague – Unitingthe Sandbo5 | From Dysfunctional to Cohesive: 5 Behaviors of Successful Teams

Gregg Gregory launched his speaking career in 1996 after more than 20 successful years working and managing in real estate, mortgage banking, event planning and production, as well as radio and television broadcasting. Gregg works to ensure that different personalities can work together successfully to create a winning culture that compliments your organization's mission, vision, and values. Gregg is a Certified Speaking Professional and past president of the National Speakers Association, Washington DC Chapter.

Ginger Hardage

Southwest Airlines, former SVP of Culture & Communications
Keynotes: Featured Keynote: Unstoppable Cultures: Creating and Sustaining Organizations of Enduring Excellence

Ginger Hardage recently retired as Senior Vice President of Culture and Communications at Southwest Airlines after an illustrious 25 years, where she served as a member of the CEO's executive leadership team. At Southwest (the nation's largest airline), Ginger led a team of 150 people responsible for building and sustaining the organization's legendary culture and communications enterprise.

Recognized by many as a foremost global authority on building and sustaining organizational culture, Ginger was responsible for the activities that nourished the culture and the internal and external communications function. At Southwest, Ginger was a tireless ambassador of the world-famous Southwest Culture, leading to honors like 23 consecutive years on FORTUNE's "Top 10 Most Admired Companies in the World" list. Most importantly, Ginger helped champion the values that have made Southwest a culture of enduring greatness – we put people first, we treat customers like family, we nurture our culture, and we try to change ahead of the times.

In addition to leading Southwest's "Best Place to Work" initiatives, Hardage led the airline's culture and communications evolution, expanding the communication functions to include more robust internal communications capabilities and a more focused corporate philanthropy program. She also led the airline's Culture Committee, employee recognition and engagement, and all companywide celebrations.

Throughout her career, Ginger has received countless awards and honors including the PRWeek Top 50 Power list, PRWeek 50 Most Powerful Women in Public Relations, Texas' Most Powerful and Influential Women, and "Legendary Communicator" by Southern Methodist University in 2007. Ginger was inducted into the Public Relations Hall of Fame in 2015, received the Legacy Award from the Plank Center for Leadership in 2016, and was selected for the James C. Bowling Executive-In-Residence Lecture Series at the University of Kentucky in 2005.

Before beginning her career at Southwest Airlines in 1990, Ginger held a variety of marketing and public relations positions at Maxus Energy Corporation, Diamond Shamrock Corporation, and Life Insurance Company of the Southwest.

Ginger earned a B.A. in advertising/public relations from Texas Tech University and was recognized as an outstanding alumna by the College of Mass Communications at Texas Tech University.

In 2017, Ginger launched Unstoppable Cultures, a brand designed to help organizations create and sustain cultures of enduring greatness. Ginger's expertise and worldwide recognition is highly sought-after as a consultant and speaker, and she has accepted engagements at organizations like Google and Princeton.

Ginger lives in Dallas with her husband, Kelly, and has grown stepsons, Patrick and Ross.

Sean Hawkins

UBM, Group Manager, Customer Success
Sessions: A Personal Approach to Employee Engagement

I am a Customer Experience and Contact Center Manager with over 15 years of call center experience. In that time, I've worked in numerous roles in the public, private and government sectors. The many years in contact center leadership have provided me a solid understanding of the call center environment. I have a terrific pulse on incorporating innovation into the contact center. I've implemented social customer support, outsourcing partners, new technology, and new products while maintaining award-winning contact centers. My support team is a past winner of ICMI's "Global Call Center of the Year" for Small to Medium-Sized Centers, among others. I continue to seek innovative ways to advance the culture and technologies in the contact center. I tweet, write and speak about customer service and experience, employee engagement, social media and leadership.

Todd Hixson

Hulu, Capacity Manager
Sessions: Moving Metrics Into Action | Faster Than the Speed of Math! High-growth Capacity Planning at Hulu

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.

Amber Krueger

US Bancorp Fund Services, LLC, Operations Manager, VP
Sessions: Fine-tune your Hiring, Training and Onboarding Processes | Leveraging Metrics to Drive Quality and Efficiency | Secrets from an Award-Winning Small Contact Center

Amber Krueger has been a contact center professional for over 10 years. Since beginning her career in 2007 as a phone rep, she has been a contact center trainer, quality manager and an operations manager. She is passionate about this industry and is a featured writer for ICMI.

Marshall Lee

Firstsource Solutions, Sr. Director Global WFM
Sessions: The Hitchhiker's Guide to Building Successful Workforce Management Process and Structure

With a background inclusive of training, workforce management, business process, and coaching, Marshall understands what it is like to work in each part of the WFO spectrum. He has worked in contact centers and back office support teams, across varied industries including telecommunications, tech support, insurance, HR support services, and healthcare services. Marshall has been a speaker and published contributor for ICMI, SWPP, QATC, and CRMXchange. He has previously supported contact centers ranging in size from 20-3000, serving at the Charitable Resource Foundation, Charter Communications, SHPS, Carewise Health and ADP. He is currently Global Director for WFM Payer, at Firstsource Solutions; he serves on the Board of Advisors for the Quality Assurance and Training Connection and the Society of Workforce Planning Professionals.

Erica Mancuso

Straightaway Health Careers, part of Bertelsmann, Inc., Director, Customer Success
Sessions: Change Is Good: Establishing A Culture of Change Resiliency

Erica has over 15 years of experience building and leading customer facing teams for entrepreneurial software companies. In her current role as Director of Customer Success at Straightaway Health Careers, she is facilitating change among customer's organization and is building a team responsible for the customer experience, including implementation, support, and customer success.

Erica Marois

ICMI & HDI, Content Manager
Sessions: ICMI Master minds

Catherine Mattice Zundel

Civility Partners, Speaker, Author, Consultant
Sessions: End Harassment by Creating a Respectful Culture

Catherine Mattice Zundel, MA, SPHR, SHRM-SCP is President of consulting and training firm, Civility Partners, and partners with her clients to help them create positive cultures. Her clients include everything from Fortune 500's to the military to nonprofits, and absolutely everything in between. She has published in a variety of industry magazines and has also appeared on/in NPR, CNN, USA Today,, and more as an expert. In his foreword to her first book, BACK OFF! Your Kick-Ass Guide to Ending Bullying at Work, Ken Blanchard said it was "the most comprehensive and valuable handbook" on workplace bullying. She's written two additional books since then, and is one of the founders of the National Workplace Bullying Coalition.

Pete McGarahan

First American Title Insurance Co., Senior IT Director, Infrastructure Corporate IT
Sessions: 10 Knowledge Management Best Practices That Lead to Success

Fancy Mills

ICMI, Group Training and Content Director
Sessions: Team Empowerment: How to Reduce Conflict and Deliver an Effortless Customer Experience

Deborah Monroe

Ignite Achievements Int'd, CEO
Sessions: If It Weren't for These Freaking People: The Pool of Relationships

Tim Montgomery

Alamo City STAT, Principle Consultant
Sessions: Moving Metrics Into Action

.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.

Dan Moross

MOO, Director of Customer Experience
Sessions: Don't Be a Passenger - Drive the Customer Experience Agenda | Customer Experience Leadership - How Moo, UL,Navy Credit and IBM Are Leading with CX!

Dan Moross is Director of Customer Experience at - an online print provider, making it simple for companies of all sizes to create beautiful, expertly crafted business stationery. MOO has served more than a million businesses in over 200 countries, supported by a team of +500 people in the UK and US. Having joined MOO as employee #7, Dan has led the growth of Customer Services and Customer Experience Teams at MOO from 1 employee to over 70 in 2018. Now in a more strategic role at MOO, he is driving cross-functional teams at MOO to create a culture of customer centricity and improve the customer experience across every touch-point in the customer journey.

Brian Mullaney

Sessions: Lead like a Rock Star!

Brian Mullaney is a seasoned Sales & Operations veteran that has been leading organizations around the world for over 25 years. During his tenure, he has had responsibility for over 2000 employees representing industries in financial services, technology, health care and most recently music. Brian began his career with the General Electric leadership program and graduated into key roles within marketing, call center operations, and sales serving several large organizations such as Apple, Intuit and Bank of America. In his current role, Brian leads the sales and customer strategies for the performing rights organization, BMI. BMI is the music industry's largest PRO (performing rights organization) representing some of the biggest names in the music. Prior to BMI, Brian served as a Senior Executive for large organizations in health care and financial services. He also serves as an advisor on several boards. Brian has been a key note speaker for several conferences and advisor for several panels on topics such as customer service, employee development, and company culture. Brian's experience and expertise in sales and call center operations along with his passion for employee development has been a leading contributor to his success over the years.

Christopher Mulligan

TalentKeepers, CEO
Sessions: Boost Your Culture by Putting Employee Engagement Metrics to Work

Christopher is CEO at TalentKeepers. Chris has over 30 years of experience in the human resources industry, the majority of which has been in the employee engagement, selection, assessment, and retention arena. Christopher co-founded TalentKeepers in 2000. Prior to co-founding TalentKeepers, Christopher was the Vice President of Business Development for AlignMark, a former division of The Thomson Corporation. Christopher is a national speaker and published author on the subject of employee engagement and retention including a book "Talent Keepers: How to Engage and Retain Great People" published in 2017. Christopher is a member of the American Psychological Society and an Associate Member of the Society for Industrial and Organizational Psychology. He holds a Bachelor of Science degree in Psychology from the Florida State University, and a Master of Science degree in Industrial/Organizational Psychology from the University of Central Florida.

Ben Nemtin

, #1 New York Times bestselling author and star of MTV's 'The Buried Life'
Keynotes: Closing Keynote: The Future of Corporate Culture: Why Your Employees Dreams Matter

Ben Nemtin is the #1 New York Times bestselling author of What Do You Want To Do Before You Die? and the star of the MTV show The Buried Life. As the co-founder of The Buried Life movement, Ben's message of radical possibility has been featured by major media outlets including The Today Show, The Oprah Winfrey Show, CNN, Inc., ABC, CBS, Fox and NBC News. Oprah called Ben's life work "truly inspiring." An acclaimed keynote speaker, Nemtin has presented his '5 Steps to Make the Impossible Possible' to business conferences and corporate leadership teams around the world, garnering standing ovations from Amazon, Microsoft, Nationwide, Viacom, Verizon, Levi's, Harvard, and more.

In a pit of depression, Ben and his three best friends decided to create the world's greatest bucket list to make them feel alive. They bought a rickety old bus and criss-crossed North America, achieving the unthinkable. And most importantly, every time they accomplished a dream, they helped a complete stranger cross something off their bucket list. From playing basketball with President Obama to streaking a professional soccer field, from raising over $400,000 for charity to placing a record-breaking $250,000 bet on roulette—Ben's bucket list quest has inspired millions to chase their dreams and realize that impossible is possible.

Leslie O'Flahavan

E-WRITE, Owner
Sessions: Five Things You Should Stop Writing to Your Customers Right Now

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

Rose Polchin

ICMI, Senior Consultant
Sessions: ICMI Small Contact Center Workshop - FullDay

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.

Dr. Lara Pow

SQM Group, President
Sessions: Using VOC to Drive First Contact Resolution

Kristy Powers

Navy Federal Credit Union, Manager, CCO Quality Service
Sessions: Customer Experience Leadership - How Moo, UL,Navy Credit and IBM Are Leading with CX!

Lauren Pragoff

Challenger, Inc., Director of Effortless Experience Solutions
Sessions: Putting the Effortless Experience intoAction

Michele Rowan

Customer Contact Strategies, President
Sessions: Work at Home: Linking Best Talent to ESAT and CSAT

Michele Rowan is President of Customer Contact Strategies and former VP of Performance Management for Hilton Hotels, where she led the strategy and implementation for the company's 1000+ home working program. Through regional workshops, and customized on-site consulting, Michele has worked with 500+ companies in financial, healthcare, travel, retail, entertainment, telecom /tech support, BPO, and non-for-profit sectors in remote working program expansions for contact centers, support functions and enterprise.

Jeff Rumburg

MetricNet, LLC, Managing Partner
Sessions: The Profit-Center Mentality – Managing Contact Centers as a Business! | It's an Omnichannel World - The Rise of Blended Agents!

Jeff Rumburg is co-founder and Managing Partner of MetricNet, LLC. He was awarded the 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: From Clouds to Sun: Driving a New CX at The Weather Channel

With over 15 years in the contact center industry I have help leadership positions with large scale BPOs, in-house contact centers, and within the contact center technology space. I have a deep understanding of the technical and human workings within a contact center. As an ICMI recognized thought leader for the last 2 years I pride myself in always speaking from a thought leadership perspective with an aim at educating or helping contact center people solve problems, regardless if my company is their vendor.

Megan Selva

ICMI & HDI, Group Content Manager
Sessions: ICMI Master minds

Nicholas Solomon

Hulu, Sr. Manager, Capacity Planning and Partner Management
Sessions: Faster Than the Speed of Math! High-growth Capacity Planning at Hulu

Nick has been in the industry over 15 years, leading as an outsourcer and in house, as well as being a consultant for multiple large entities. His knowledge of strategy, growth and partnering have delivered in multiple scenarios, from high tough boutiques to multi-channel sites that span the globe. Nick is the rare contact center guru who knows both the numbers and the people side, and was recognized as an initial Mover and Shaker by ICMI in November 2018.

Roshni Sondhi

Zendesk, Director Customer Success
Sessions: Journey Mapping Customer Experience

John Sprunger

West Monroe Partners, Senior Technical Architect
Sessions: Empowering Agents Through Automation

John Sprunger is a senior technical architect in West Monroe Partners' Technology practice, and leads the firm's Mobile solutions competency. He joined West Monroe Partners in 2006 and has over 10 years of consulting experience in software development, architecture design, and project management. John has led some of West Monroe's most innovative implementations of mobile technology to drive business value for clients. He has deep and diverse experience in performance optimization, systems integration, architecture, and delivering custom mobile, client/server, cloud and web-based applications that produce business benefits – creating competitive advantages, improving productivity and processes, and empowering employees and customers. John has worked in a variety of industries including high tech, healthcare providers and payers, financial services, energy and utilities, manufacturing and distribution, private equity, and more. John has architected and developed commercial software systems and products using various programming languages, frameworks, and platforms including Microsoft .NET, Xamarin, MvvmCross, Microsoft Azure, ASP.NET, SQL Server, WPF, iOS, Android, and Windows Phone. John has also participated in over 50 Merger & Acquisition transactions, performing custom software and IT due diligence in order to assess strategy, scalability, maintainability, reliability, and security of custom applications and products for West Monroe's private equity clients. John earned a Bachelor of Science degree in Computer Information Systems from Purdue University. He is a Microsoft Certified Solution Developer in .NET cloud, mobile, and web-based systems.

Nick Stenberg

US Bancorp Fund Services, LLC, Workforce Optimization and Customer Experience Manager/AVP
Sessions: Leveraging Metrics to Drive Quality and Efficiency

As the Customer Experience and Workforce Optimization manager, Nick Stenberg oversees the quality assurance and workforce management functions of our contact center. He joined the contact center industry in 2011 and his passion is process improvement and employee development.

Chris Surges

US Bancorp Fund Services LLC, Senior Vice President/Operations Group Manager
Sessions: Secrets from an Award-Winning Small Contact Center

Christopher Surges oversees US Bancorp's Investor Services and Process Solutions group, including two contact center sites. He is passionate about knowledge management, strategic planning and process improvement, and has led the organization's efforts to achieve ISO 9001 certification

Jeff Toister

Toister Performance Solutions, Inc., President
Sessions & Keynotes: High Performance Management: Getting the Most Outof Contact Center Agents | Opening Keynote: Hidden Obstacles to Outstanding Customer Service | How to Measure the Effectiveness of Agent Training | The Journey to a Customer-Focused Culture

Jeff Toister is the author of three books, including the bestselling 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 training programs on LinkedIn Learning (a.k.a. Jeff is a member of ICMI's Top 50 Contact Center Thought Leaders on Twitter and a Global Gurus Top 30 worldwide customer service professional. In 2017, Feedspot named his Inside Customer Service blog one of the top 50 customer service blogs on the planet. Jeff is passionate about training and is a Certified Professional in Learning and Performance.

Eddie Vidal

Memorial Healthcare System, Director IT Service Management
Sessions: Performance Dashboards: A Common Sense Approach

Eddie Vidal (@eddievidal) is an IT service management professional with over twenty five years' experience in information technology, focusing on service delivery and support for IT infrastructures and operations in the following vertical markets, healthcare, transportation, hospitality and higher education. Currently Eddie is the Director of IT Service Management for Memorial Healthcare System in South Florida. He is leading the transformation of their service delivery culture and service management maturity. In his previous roles he led the operational support for Scripps Health's EPIC and Service Now implementation and built a proactive mature support organization. He was the Manager of the UMIT Service Desk for the Information Technology department at the University of Miami for 10 years supporting over 35,000 faculty, staff and students. Eddie is an International Keynote speaker, founding member and President Emeritus of the South Florida HDI local chapter and former member of the HDI Strategic Advisory Board (SAB). He was a past member of the HDI Member Advisory Board (MAB), original member of the HDI Desktop Support Advisory Board (DSAB) and former Regional Director of HDI Southeast Region. Eddie has presented at past conferences on topics ranging from IT Service Delivery Metrics, Marketing, Communication, CRM Databases, Leadership, Employee Engagement, Motivation, Building Professional User Groups and Call Center Monitoring. He has been published in HDI's Support World and CIO Review Magazine. Eddie is a former member of the itSMF Marketing and Communication team, you can listen to Eddie on the previous itSMF podcasts where he served as a podcast jockey and producer. He currently co-hosts The Authenticast podcast at A podcast about authentic leadership, culture and the customer experience. Eddie is also the winner of the 2014 itSMF South Region Member of the Year Award and 2014 itSMF President's Award. Eddie was inducted into the HDI Hall of Fame inaugural class in 2016.

Trista Wentworth

E*TRADE Financial, VP Customer Service
Sessions: Better CX Through Effective Escalation Management at E*TRADE Financial

19+ years call center experience, specifically within the financial industry. Proven ability to lead, employ best business practices and optimize resources. Trista started with E*TRADE Financial during the initial internet explosion and has seen the subsequent growth and changes within the contact center industry. She has successfully designed and built functional roles within the company to support frontline teams in critical areas. She has broken down barriers between frontline and back-office departments, and leverages these critical partnerships to drive immeasurable positive impact to the customer and employee experiences. Trista is a leader among her peers and has devoted a great deal of time to the cultural evolution of the Customer Service department, though her contributions extend well beyond the service walls.

Henry Winkler

, Hollywood Actor, Producer, and Author
Keynotes: Featured Keynote: Discover Your Greatness - Overcoming Life's Obstacles

Henry Winkler is an actor, director, producer, New York Times best-selling author and philanthropist. His portrayal of Arthur Fonzarelli on Happy Days, beloved by all as "The Fonz", won him two consecutive Golden Globe Awards and three Emmy nominations. He also served as Executive Producer for Hollywood Squares, MacGyver, Dead Man's Gun, Sightings, and the Disney series So Weird. Over the years, he could be seen in series such as Royal Pains and Cartoon Network's first live-action, Emmy-award winning comedy Children's Hospital. For two years, he was an Executive Producer and star of the hit NBC reality series Better Late Than Never. Since 2018, he has starred in HBO's Barry, alongside Bill Hader. For his role as acting teacher Gene Cousineau, Winkler won the Emmy Award for Outstanding Supporting Actor in a Comedy Series.

In 2003 his career proceeded on a path that he could never have anticipated, he began writing series of children's novels entitled, Hank Zipzer: The World's Greatest Under-Achiever. The books have appeared on several best seller lists and are inspired by Winkler's struggle throughout his education due to his dyslexia, which would not be diagnosed until later in life. Winkler released the series entitled Ghost Buddy and his latest series Here's Hank, targeted to first and second graders. He has also published a collection of anecdotes, photos and heartfelt observations gathered while fly fishing in Montana entitled I Never Met an Idiot on the River.

An avid philanthropist, Winkler uses his position to help others, particularly children. He is associated with many groups, including honorary chairman of United Friends of the Children; founding member of the Children's Action Network; co-host of the annual Cerebral Palsy Telethon; the Special Olympics among many others. In 2011, her Majesty Queen Elizabeth II awarded Henry with an Honorary Officer of the Most Excellent Order of the British Empire (OBE) in recognition of his services to children with special education needs.

Alex Zavala

Crisis Response Network, Chief Experience Officer
Sessions: Establish Trust Across the Organization by Increasing Transparency

Alexandra (Alex) Zavala is Chief Experience Officer with Crisis Response Network, where she is responsible for the strategy and quality of the organization's internal and external experience. This includes oversight of corporate communications, marketing, internal communications, community and public relations, executive communications, crisis communications and issues management, special events, acquisition integration, corporate social responsibility program, employee engagement and training and organizational culture. Previously to joining CRN, Alex was the Director of Community Relations with Mercy Maricopa Integrated Care and Sr. Director of Community Relations and Reinvestment at Magellan Health Services. She is a graduate of Valley Leadership, Valle del Sol's Hispanic Leadership Institute, was a Congressional Hispanic Caucus Institute Public Policy Fellow and is the recipient of numerous honors including 40 Under 40 by the Phoenix Business Journal, 40 Hispanic Leaders Under 40 by the Arizona Hispanic Chamber of Commerce and Valle del Sol's 2013 Daniel R. Ortega Jr. Hispanic Leadership Institute Public Service Award. She holds a bachelor's degree in journalism from Arizona State University. Alex lives in Phoenix and enjoys traveling with her husband and their three kids.

The ICMI Contact center expo and Conference provided me with not only the opportunity to network with peers in the industry, but also provided me the opportunity to stay current with industry hot topics and solutions. ICMI is one of my go to resources for all things contact center related.

Tina Domer , Customer Care Manager, Restaurant Technologies, Inc.

   © 2018 UBM, All Rights Reserved.

   © 2018 UBM, All Rights Reserved.