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2018 Speakers

Georgia Adams

Navy Federal Credit Union, Supervisor
Sessions: Evolving Social Care in One Year

Georgia is the supervisor of Navy Federal Credit Union's Social Care Team, in the Contact Center's Resolution Branch. She works in partnership with the marketing team's Social Media Community Manager to lead the credit union's nine-person Social Care Team, which won Best Social Media Customer Care in ICMI's 2016 Global Contact Center Awards. Georgia joined Navy Federal in 2013, working overnights as an editor for responses to member messages sent through the credit union's website, and monitoring the company's Facebook and Twitter accounts. For nearly two years she monitored, trained other monitors, and provided feedback to the marketing team about possible improvements to the monitoring procedures. After gaining this experience, she was a natural fit to lead the Social Care Team at its formation in January 2015. Georgia holds a bachelor's degree from the University of West Florida, where she double-majored in journalism and international relations, and she brings more than seven years of leadership experience to her role.

Joseph Ansanelli

Gladly, CEO and Co-Founder
Sessions: Nonstop to Delight: How JetBlue is Putting Humanity Back into the Airline Industry

Joseph Ansanelli CEO and Co-Founder Joseph is CEO and co-founder of Gladly, a company he incubated at Greylock Partners with Dirk Kessler and Michael Wolfe. He believes that one of the keys to effective leadership is ensuring teams have the right tools to succeed. At Gladly, he's working to empower customer service agents with a platform that turns them into heroes. This role builds on his customer service experience first as a co- founder and CEO of Connectify and later when it was acquired by Kana, one of the first digital customer service platforms which he helped take public in 1999. He also co-founded and was CEO of Vontu, the leader in data loss prevention, which was acquired by Symantec in 2007. In addition to his role at Gladly, Joseph is a partner at Greylock Partners and on the Board of Directors of Sumo Logic, Grand Rounds and Trifacta. Joseph received a B.S. in Applied Economics from the Wharton School at the University of Pennsylvania and is currently a member of the Wharton Undergraduate Executive Board.

Angelo Arezzi, Sr. Director Project Management
Sessions: Omnichannel and the Future Ahead: Planning for Tomorrow, Today

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

Ben Barton

Pegasystems Inc., Senior Solutions 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.

Debra Bentson

Kaiser Permanente, Senior Workforce Manager
Sessions: Designing Reports that Inspire Results

Dr. Bentson earned her doctorate in Business Administration. For the past 18 years, she has built and led Workforce Management teams at CalFed Bank, Comcast, CSAA, Delta Dental, Blue Shield of California, and Kaiser Permanente. Since 2013, Dr. Bentson has been a member of the NCCCA (Northern California Contact Center Association) Steering Committee, and regularly presents on Contact Center Management and Workforce Management topics. Dr. Bentson lives by these simple words: "Work and play, laugh loud and often, be safe and strong, and live on your own terms".

Mark Bloom

Salesforce Service Cloud, Senior Director, Strategy & Operations
Keynotes: Morning Welcome: Don't Let the Fourth Industrial Revolution Pass You By: Transforming Customer Service in a B2B2C World

Mark is a thought leader in Customer Support and Field Service who has worked with Salesforce Service Cloud customers of all sizes and industries, including large, complex and strategic implementations that required deep Service transformation as well as quickly moving projects for fast-moving companies.  He has led partner practice building efforts for Service Cloud partners and worked with existing customers to resolve growth issues.  He has been deeply engaged with customers and partners implementing and using Salesforce Field Service Lightning.

Mark joined Salesforce in 2010 as a Service Expert, bringing extensive experience in customer service and support solutions.  He spent the previous decade building and leading contact center implementations globally.  He also brings years of finance, accounting and military experience to the table in solving today's business challenges.

Lori Bocklund

Strategic Contact, President
Sessions: Improving Authentication and Reducing Fraud Risk: Beat the Bad Guys and Take Care of Customers Too! | It's All About the Data | 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.

Michelle Braden

TELUS International, CLO/VP, Global Learning Excellence
Sessions: When and Why Should You Outsource - Advice from Executives | Creating "Ready Now" Leaders: The Key to Building a Robust Leadership Pipeline

Michelle Braden, Chief Learning Officer / Vice President, Global Learning Excellence, TELUS International Michelle is the Chief Learning Officer and Vice President of Global Learning Excellence for TELUS International, the global arm of Canadian-based, TELUS Communications. Her organization of 375+ team members drives business excellence by designing and delivering formal and informal learning for functional, soft skills and leadership development to their 28,000+ team members and leaders. Michelle began her career in Information Technology and evolved into Sales. Along the way she discovered her true passion: using learning opportunities to help others grow and be successful. With over 25 years of experience in the learning domain, she has worked in high tech, manufacturing, and BPO firms leading global teams for the past 10 years. She leverages both her business background and sales skills to build lasting relationships with stakeholders and clients to ensure learning is continually aligned to the business. Michelle's greatest sense of pride comes from having developed an award-winning, business-focused global learning strategy that is fully supported by her company's senior leadership team; one that helped drive the company's employee engagement to an industry high of 81% in 2016 (according to AON Hewitt). All this was done while building a high-performing learning team from the ground up; a team that has recently won awards such as CLO Learning Elite, CLO Learning in Practice Strategy Award, and Honorable Mention as Call Center Week's Best Training and Development Program.

Lea Brovedani

Sagacity Consulting LLC, President
Sessions: Building Trust - Being a High Trust Leader

Lea was awarded Trust Across America 2017 Top Thought Leader in Trust, and is author of two books; "TRUSTED – Secret Lessons from an Inspired Leader" "Rebuilding Trust" and co-author of 3 others. She has been interviewed and quoted by CBS in New York and radio shows across North America. After taking time off to raise her family, Lea went back to work as HR Manager for a call center overseeing a staff of 140. Juggling a young family, university and a demanding career, Lea made a decision to write her Practicum in Adult Education around teaching the skills of emotional intelligence and became interested in how E.I. affects our trust. Lea has trained leaders around the world: in the Arctic, India, Dubai, Canada, USA, Europe, Singapore, Africa, and Indonesia. Her course on emotional intelligence is taught at the Department of Defense in Canada and is sold to businesses through an online international training company around the world.

Chris Brown

Myrrh Consulting, LLC, Principal
Sessions: Driving Dollars Through The Dial! Are Sales Efforts Killing Your Brand?

Chris Brown, Owner and Principal of Florida-based Myrrh Consulting, has spent a lifetime improving frontline service, sales and sales management for over 100 companies across the U.S., Canada and the Caribbean. He has worked with over 20,000 frontline salespeople and mentored 500 sales managers to overcome systemic problems that plague all sales teams. A sought-after speaker, Chris has presented extensively for ICMI, ACRA (American Car Rental Association), AOCA (Automotive Oil Change Association), ICA (International Carwash Association) and for numerous national conventions in the hotel/hospitality sector where his sessions are consistently rated among the highest among speakers for their valuable content and non-commercialism. Chris resides in Orlando with his wife of 16 years and his two boys, ages 13 and 10.

Nate Brown

UL, Director of Customer Experience
Sessions: Building Blocks of an Effective Customer Experience Program | Improve your Customer Experience Delivery with a Holistic Customer Listening Framework

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,

Karla Burda

Merck & Co., Inc., Associate Director
Sessions: Leading in a Crisis: True Stories of Disaster Recovery

Karla Burda rejoined Merck in 2017 within the US Customer Contact Center Services and Solutions organization which is designed to drive, manage and implement remote two-way sales and service customer engagements. She spent the three years prior to that as the Vice President of Customer Success at Dun & Bradstreet. Karla's background spans over 25 years in the pharmaceutical industry, having begun her career at Merck, with over 19 of those years within in the contact center at Merck. She has had the opportunity to build and lead Sales and Post-Sales Contact Center teams in over 20 countries throughout her career. Karla holds an MBA from DeSales University in addition to her undergraduate study in Biology and Nuclear Medicine.

Michelle Burrows

Serenova, CMO

Burrows brings extensive experience in marketing and leadership to Serenova. In her role as CMO, Burrows leads the company’s global marketing functions including strategy, brand development, communications and demand generation. She provides strategic direction for the company, working closely with the executive, sales and product teams to help Serenova broaden its footprint in the contact center market across geographic regions.

Prior to joining Serenova, Burrows served as vice president of marketing and analytics at Comcast Business where she also led the customer loyalty contact center. Prior to Comcast Business, Burrows served as the vice president of Demand Marketing for inContact (NICE inContact). She has also held key leadership positions at Rally Software (CA Technologies), Verint Systems and Genesys Conferencing (West Corporation).

Elaine Carr

ICMI, Training & Development Manager
Sessions: Leveraging How We Learn in Video Games for Contact Center Training | How to Maximize the Impact of Your Influence

A professional in the training arena for more than 25 years, Elaine has 18 years' experience in the contact center industry. She has both outsourced (domestically and internationally) contact center services and worked in companies doing the outsourced work. The variety of business that she has experienced in the contact center world includes financial services, incentives, transportation, government, healthcare, insurance, retail, and utility services, giving her a wide-ranging view of the industry. She is a Certified Professional in Learning and Performance (CPLP) and holds a Master (Level 3) Gamification Certification from Sententia. Currently, Elaine utilizes her contact center and training experience at ICMI as the Training and Development Manager.

Janet Casterella

Renaissance, Manager of Contact Center Operations
Sessions: Designing Reports that Inspire Results

Janet Casterella is a contact center industry veteran with over 20 years’ experience.  Her professional career begin in banking, and formal education has earned her a Bachelor of Business Administration.  However, she quickly found her passion for service after joining the contact center service team with First Data Corporation.  Janet’s contact center operations experience  has spanned all functional areas, and has included leadership of small, medium, and large centers in excess of 700 seats.  In addition to First Data Corporation, she has worked at Xerox, Magellan Health and currently Manager of Contact Center Operations with Renaissance, an ancillary benefits provider.  Janet’s passions for staff development is driven by her laser focused on building a culture of customer experience engineers.

Josh Chapman

Sessions: Strategic Priorities Executive Roundtable

With more than 20 years of leadership experience, Josh Chapman joined MATTER as COO in March 2017. In his role, Josh is responsible for all non-sales activities at MATTER including marketing, operations, and programs. Prior to MATTER, Josh was the CEO of GiveForward, the first personal crowdfunding site in the United States that was acquired by YouCaring in 2017. Before that role, Josh was a member of the senior management team at through their $1.8 billion acquisition by Gannett. Josh has also spent time at Allianz Global Assistance and Conduent (Xerox) where, as a division vice president, he launched a 50 person project and built it into a $65 million business with over 2,200 employees. A proud VCU alumni, Josh is also a published author and keynote speaker. In 2013 he was recognized with an ICMI Global Contact Center Award in the category of Best Customer Service Leader. He also serves on multiple boards and as an advisor to startups.

Brad Cleveland

ICMI, Senior Advisor and Founding Partner
Sessions & Keynotes: Nonstop to Delight: How JetBlue is Putting Humanity Back into the Airline Industry | The Principles of Effective Contact Center Management | Keynote Address

Brad is an author, speaker and consultant and his clients have included many of today's service leaders – American Express, Apple, USAA, Google and others. He has worked across 45 states and in 60 countries, and has advised governments in the United States, Australia, and Canada. Brad was a founding partner in and former CEO of the International Customer Management Institute (ICMI). His book, Call Center Management on Fast Forward, is recipient of an best-selling award. Contact info:

Greg Collins

Coherence Strategy, CEO & Founder
Sessions: Creating the Foundations for Authentic Support

Greg Collins is the CEO & Founder of Coherence Strategy, and former Chief Customer Officer at SalesLoft, and former Global Vice President of Support at Zendesk, with more than 19 years of technology strategy, support, sales and operations experience. Recognized as a thought leader in People-First Strategy, Customer Support, author & speaker in the Relate series, and featured in 'The Service Culture Handbook: A Step-by-Step Guide to Getting Your Employees Obsessed with Customer Service,' for strategies to build and scale modern centers of support excellence. Mr. Collins leads high growth organizations through focused innovation on the intersection of Customer Experience and company culture.

Brian Court

Intralinks, Director of End User Support

Brian Court has been at Intralinks for 11 years, the past 7 years he has been the Director of End User Support. Brian manages a 70 seat call center in Batangas City, Philippines. The desk is the primary Tier I desk with Tier II and project support functions. Previous to Intralinks Brian worked 10 years at GE Energy implementing engineering, and e-business technologies. He is a graduate of SUNY Plattsburgh with a BA In Communications and an MA from San Francisco State University in Corporate Training. Brian is a veteran of the US Army Special Forces where he was a photographer and trainer.

Emily Cramer

Penn Foster Education, Call Center Technical Project Manager
Sessions: Applying Metrics Across New Channels

Emily has spent the better part of the last 10 years in the contact center industry working to deliver exceptional service, best practices, and technologies to support the customer and agent experience alike. 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.

Kimberly Delaney

Guardian, Vice President, Client Engagement
Sessions: Drive Change in Your Organization with VOC

Kim Delaney is the Vice President of Client Engagement, Project Management and Business Analysis, Individual Markets. She has 27 years of experience in the insurance and financial services industry. As the President and owner of an insurance investigation and legal support firm, Kim was a federally recognized Certified Women's Business Enterprise, providing litigation research, fraud and investigative consulting for insurance/ financial services companies as well as state and federal government agencies. During her 8 years as small business owner, Kim was the appointed advisor to the Diversity Fulfillment Program and the Primary Mediator on the Contract Negotiation Committee for the Women's Business Enterprise Funding Organization. After several years as a Preferred Service Vendor to GE Capital, Kim sold her business and accepted an Operations Leadership position with GE Capital's Acquisition & Integration Team. Kim held various leadership positions and eventually assumed responsibility as the Director, Operations & Customer Strategic Planning Leader. During this time, Kim earned her certification in GE's Six Sigma Leadership Program, achieving successive certification as platinum level Black Belt, Master Black Belt and Champion. Kim joined Guardian in a consultative role within the corporate Business Advisory Services department which led strategic initiatives and coordinated enterprise-wide programs. These roles brought Kim to her current role in which she has oversight of the Customer Experience Program, Project Management Office, Business Analysis and the Lean Six Sigma team within Individual Markets. In her nonworking hours, Kim enjoys spending time with her family and providing pro bono legal support services to women and children's protective services.

Tracy Dudek

State Collection Service, COO
Sessions: Applying Metrics Across New Channels

Tracy Dudek is the Vice President of Operations for State Collection Service, a leader in the Healthcare Revenue Cycle Management industry. Tracy is responsible for overseeing all areas of production including Early Out, Bad Debt, Business Analytics, and Dialer Management. Tracy has been involved in the receivables industry for over 20 years. Tracy's accomplishments include the implementation of advanced post call and real-time speech analytics for all of the company's call center operations, leading to State Collection Service to being a two time recipient of SpeechTech Magazine's Speech Technology Implementation Award in 2014 and 2017. She was instrumental in the acquisition and integration of State Collection Service's Chicago office. Under her leadership, the company has grown tremendously, regularly breaking revenue records.

Bruce Eidsvik

Genesys, Senior Vice President of Marketing
Keynotes: Morning Welcome: Automation and its Impact on the Future of the Contact Center

Bruce Eidsvik is the Senior Vice President of Marketing at Genesys. Prior to his current role, Bruce led the strategic solutions group for the Alcatel-Lucent enterprise business, based in Paris. Prior to this, Bruce ran the voice portal team for Genesys in EMEA. He was also a co-founder of VoiceGenie Technologies in Toronto, where he managed the global sales force. Before VoiceGenie, Bruce served as Vice President of Sales and marketing for Array Systems Computing Inc., and as director of engineering and director of business development for Sparton of Canada, Ltd.

Thomas Farrell, SVP, Customer Support
Sessions: Omnichannel and the Future Ahead: Planning for Tomorrow, Today

Mr. Farrell serves as Senior Vice of Customer Service for and is responsible for overseeing the Company's customer service interactions. Mr. Farrell is a seasoned operations executive having served as COO or head of operations for several leading Business Process Outsourcer (BPO) companies – most notably Sykes, ClientLogic (now Sitel), and TRG. He has extensive experience in outsourcing and managing large contact center operations, in both domestic and international markets, including operations in the Americas, Europe, Africa, and Asia. In addition, prior to joining, Mr. Farrell ran the Insurance Services Division for CapitalOne, and was COO of QuickStart Technologies in Newport Beach, California, where he helped to start Microsoft Certified Professional Magazine and served as its Executive Editor. Mr. Farrell holds an MBA from Seton Hall University and a bachelor's degree from St. Peter's College.

Daniel Foppen

Oracle CX Cloud, Senior Principal Product Manager

Wendy Fowler

ICMI, Senior Certified Associate

Vickie Friece

Meta Payment Systems, SVP Operations-Service Delivery/Funding and Reconcilliation
Sessions: When and Why Should You Outsource - Advice from Executives

Vickie Friece has over 30 years of Financial Services experience, with more than 15 years specializing in Contact Center management, training, and quality assurance. She recently joined Meta Payment Services (A division of MetaBank) as SVP Operations – Service Delivery/Financial Operations; overseeing Customer Service operations and a variety of other operations departments. Vickie previously served as a vice president with Zions Bancorporation's Client Contact Services, where she led Contact Center Training, Workforce Management, Quality Assurance and Customer Advocacy programs. Vickie works developing strategies and goals with a laser focus on enhancing the customer experience. In 2011, Vickie received Zions Bancorporation's highest individual recognition, the Powered by People Award; and served on the steering committee for Zions' Employee Mentoring Program, as well as the Diversity and Inclusion Council. Prior to joining Zions, Vickie spent 19 years in the mutual fund industry, where she managed operations and services departments. She holds several Financial Industry Regulatory Authority (FINRA) licenses and a Bachelor's degree in Marketing, Management, and Political Science.

Bob Furniss

Bluewolf, an IBM Company, Vice President, Global Service Cloud Practice
Sessions: AI - How Augmented Intelligence Will Change the Contact Center Forever | Relational Leadership – Employee Engagement means Employee Retention

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 in-house contact centers, and then as a consultant, Bob works with clients to optimize their customer engagement strategies - and to define how Salesforce 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. On a personal note, Bob is a proud dad and grandfather, loves photography, and has a often works with a children's ministry in Honduras as a board member of Point of Impact. Bob lives his passion for customer engagement with his personal career hashtag - #ILoveThisStuff.

Beth Gauthier-Jenkin

Gopher Sport, Vice President Customer Care
Sessions: Strategic Priorities Executive Roundtable

Beth has 30 years' experience in service and contact center environments, across varied industries, including insurance, IT, human resources and direct marketing. In her current role at Gopher Sport, she leads a contact center responsible for inbound customer contacts, in a multi-channel environment, as well as outbound communication for credit and collections. Co-facilitating more than 30 continuous improvement projects in the past 5 years, Beth's skills in process improvement and resource optimization have helped to build a more effective, profitable organization. She is passionate about supporting the growth and success of team members through performance management and effective coaching. Beth serves on the Board of Directors of the Midwest Contact Center Association, and has earned multiple professional certifications related to contact centers, service and lean principles. She is an Achieve Global/Miller-Heiman Group certified trainer. Beth's Bachelor's and Master's degrees focus on disciplines in organizational management and leadership. Beth loves to network with other contact center leaders. She can be reached at [email protected]

Todd Gladden

Planment Consulting, VP-US Operations
Sessions: Leading in a Crisis: True Stories of Disaster Recovery | ICMI Training: People Management Workshop

As the VP – US Operations, Todd specializes in the areas of Workforce Management Operations, Operational Process Consulting and Learning/Development. With over 35 years' experience, holding managerial and executive positions in the Telecom, Utility and Contact Center industry, he brings a wealth of knowledge in developing linkages between business strategies, workforce operational processes and leadership skills in learning/development.

Todd has consulted with companies across the globe, working with businesses to identify operational, workforce management process and training opportunities where significant productivity gains can be realized. He is a regular speaker at industry conferences, has published articles in trade journals and conducts seminars as an industry expert.

He holds a Bachelor's degree in Business Management, a Master's in Human Resource Management and Lean Sigma Management certification. He is a Certified Workforce Planning Professional (CWPP) and a charter member of the Board of Advisors for The Quality Assurance and Training Connection (QATC) and the International Society of Workforce Planning Professionals (SWPP). He may be reached at [email protected]

Gregg Gregory

Teams Rock, Speaker, Author, CEO
Sessions: The DNA of Leadership, Culture, and Teamwork in the Contact Center

A diverse, twenty year background in real estate, mortgage banking, event planning and production, and radio and TV broadcasting, created a perfect storm that elevated Gregg Gregory to where he is today. 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 immediate past president of the National Speakers Association, Washington DC Chapter.

Dan Hale

Best Western Hotels & Resorts, Managing Director - Customer Care
Sessions: Adopting a Continuous Improvement Approach to Culture

Dan Hale is an Experienced Contact Center and Customer Service professional with 25 years of Contact Center expertise. Dan started in the Contact Center business with Comp-u-Card in 1992 as an Out-Bound Telemarketer. After relocating from Columbus Ohio to Phoenix Arizona, Dan began working for America West Airlines on the phones making reservations, and then to their Frequent Flyer department. After a short period of time Dan began working for American Express Business Travel. Starting as a Travel Counselor he quickly moved into Training support and then Leadership. During his tenure, he has managed high end Hotel Support desks, Group Air teams, and Global Travel, implementations in the UK. In 2011, Dan started working for Best Western Hotels and Resorts as the Manager of Reservations. He was quickly promoted to Director and took on multiple other business units such as Rewards, Training, and Shared Services. As the Managing Director of Customer Care, Dan has been able to drive significant growth in Production, Efficiency, Quality and Employee Engagement. He has created a work environment where every member of the Customer Care team is part of a Continuous Cycle of Improvement

Tim Handren

Alamo Cloud Solutions, Managing Partner
Sessions: Making the Leap - Moving Your Contact Center from Just Service to Memorable Customer Experience

Tim Handren is a Managing Partner for 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. He has over 25 years of experience in the insurance and financial services industries. With 21 years at USAA, Tim is the former Chief Operating Officer and Executive Vice President, Enterprise Business Operations. In these roles, he was responsible for Strategic and operational planning; process engineering and continuous improvement programs; project governance, management and execution; Information Technology and IT Security; call centers. Responsible for integration across all USAA companies, Tim was the chief business architect for USAA customer service delivery. He and his team worked to provide efficient, reliable operations that leveraged technology and centers of excellence to integrate multiple vertical industries, significantly reducing operating expenses while improving the quality of products and services. Over a 5 year period, $1 Billion in operational efficiency was achieved while at the same time, USAA was recognized by BusinessWeek as #1 in Customer Service and #1 by Forrester for Customer Advocacy. Business programs were architected to provide new and improved customer focused products and services, bring about significant productivity, and deliver the highest value in the shortest period of time. Additionally, Tim and his team were responsible for creating a culture within USAA that would embrace and sustain the necessary changes to continue as a world-class company. He has been an independent consultant for over 5 years, advising CEO's and senior executives in fortune 100 financial services companies on culture, customer service and operations strategies. Tim was also the EVP and CIO at Mutual of Omaha, a 100 year old company. There he established a services oriented architecture and process engineering programs. He led the integration program for several acquired banks, culminating in a single platform for all after only 8 months. He also defined the target state for Mutual as an integrated financial services company. Tim holds a Bachelors degree (Cum Laude) in computer science from St. Mary's University in San Antonio, Texas. In 1999, he was appointed by Governor George W. Bush to the Texas Internet Task Force, charged with helping the Texas government become more operationally efficient.

Bassem Hanna

Johnson & Johnson, Global Workforce Management Leader
Sessions: Applying Metrics Across New Channels

Bassem Hanna is currently the Senior Manager, Workplace Management within Johnson and Johnson. In this critical role, Bassem is responsible for setting and implementing the global strategy for operational efficiency and effectiveness of our Global Customer Service centers. Bassem is a member of the Customer Service Global Capability Center management team and oversees all of J&J Global call centers workforce management team,has total system ownership for all call centers technology from a business side and is also responsible for all of Customer service metrics and reporting globally for J&J customer service organization. Before joining Johnson&Johnson, Bassem worked at PPL Electric Utilities as a Sr. Manager of Customer Service Operations. Prior to PPL Bassem worked at PayPal as a Global Manager of Workforce Management. Bassem brings 17+ years of call center workforce and telephony experience. Bassem worked in previous roles at great organization like Chase, Discover, and The Hartford as well as multiple BPO call centers. Bassem holds a Masters from Keller Graduate School of Management, a Degree in Information Management Systems, as well as two bachelors from The Ohio State and Devry University. Bassem lives in Allentown, PA, with his wife, Therese, and their two little ones, Thomas and Marielle. He enjoys soccer, swimming and traveling to new and exciting places.

Alton Harewood

8x8, Inc., Customer Experience Solutions Expert

With almost 30 years in the contact center and communications industry, Alton Harewood has worked in the front line himself and progressed to managing a 100+ seat contact center. His software company experience includes application & technical support, project managing over 250 deployments, professional services solution design and sales & channel management. More recently Alton was an independent consultant providing GM business services and contact center review services.

Cheryl Helm

ICMI, Certified Associate
Sessions: Creating a Decision Making Framework to Select Your Next Contact Center Technology | Analysis Paralysis? We've Got the Cure! | ICMI Training: More than Metrics: Harnessing Data to Drive Performance Workshop

Cheryl is a sought after speaker, educator and consultant in Contact Center operations and technology. Helm Communications, Inc. consultancy practice specializes in assisting clients in defining their contact center technology roadmap, assisting customers in vendor selection and often participating in the implementation. Another focus of her practice is creating customer contact routing designs that meet the needs of both the customer and business, while ensuring the design provides accurate statistics and reporting for moving the business forward. Those who recommend Cheryl say she is "passionate" about seeing her clients succeed.

Cheryl has worked with organizations all over Europe, Australia, Japan, Caribbean, US and Canada and with a broad range of businesses - insurance, health care, travel, hospitality, automobile associations, software companies, helpdesks, manufacturers, telecommunications, utilities, along with governmental agencies.

To develop a well-rounded and in-depth perspective of contact centers, Cheryl also teamed up with ICMI, and since 1997 has been instructing contact center operational courses, web seminars, speaking at conferences and consulting on projects with ICMI. She has been involved in various components contact centers – technology, operations and education – for over 27 years.

Vicki Herrell

SWPP, Executive Director
Sessions: WFM Forum: Share Your Tips, Tricks, and Ideas

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

VIPDesk Connect, Director of WFM
Sessions: WFM Forum: Share Your Tips, Tricks, and Ideas | Optimization--What's In It For Me?

Todd has been in contact center operations/management for around 20 years, working for Travelocity, Cabelas and Intuit prior to joining VIPDesk Connect. He has been an out-source, and in-source and an us-source 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. 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. His current projects include deep dives into Omni-channel functionality. SMS Forecasting and creative workforce team design. He has served on ICMI's advisory board, consulted in industry standard certification with CIAC, working on last update to industry standards and is a frequent industry speaker, blogger and contact center advocate on social media.

Renee Hopkins

Amazon - Audible, Director, Global Workforce Management
Sessions: How Audible - Amazon Launched an Agent-Focused Schedule Program

Renee Hopkins is constantly looking to think outside the 'metric' box, bringing customer experience concepts to the contact center floor. She's built and led workforce management teams across industry leaders such as Amazon - Audible, The Home Depot, The Co-operators and Westjet. She has specialized in developing workforce management programs in centers without wfm knowledge, as well as adapting methodology and techniques to adjacent service teams such as retail labor and field teams.

Remco Jansen

The LEGO Group, Senior Manager Contact Center Operations
Sessions: Budget Friendly Hacks for Boosting Agent Engagement

Remco is the senior manager of contact center operations for the LEGO group. Remco is responsible for the operations of the LEGO contact center in the US, one of three contact centers the LEGO group has globally.

He has over 15 years of award winning experience in managing multi lingual contact centers in both Europe (UK) and the US. He has a passion for people and innovation. His motto for successful contact center management is "No involvement, No commitment" (S.R. Covey). Remco is a proud husband and dad, excited about workouts, hiking and reading.

Pierre Marc Jasmin

Services Triad, Founder and Strategist
Sessions: Taking a High-Touch Approach to Personalized Service

With almost 25 years of experience in the customer relationship industry, Pierre Marc Jasmin is the founding president of Services Triad, which he started in 1996. His creative talents and facilitating skills have helped him develop solutions with his clients to better manage their contact center environment. With the support of his team of consultants, he has served a large spectrum of clientele. More than 300 mandates and close to 100 benchmark studies are part of his curriculum. Among other fields, he specializes in: • Delivering operational audit and strategic call center assessments; • Strategic planning for customer experience growth; • Tools supporting customer satisfaction; • Planning, designing, and implementing quality assurance programs; • Benchmark studies for call center operations; • Knowledge sharing communities and training. Pierre Marc is board member of the Canada Community of SOCAP, This worldwide organization represents a thriving global profession of best-in-class customer care experts across all industries. SOCAP is a member-driven organization committed to promoting customer care and customer engagement as a competitive advantage in business.

Nataly Kogan

, Happiness Expert, Venture Capitalist & Successful Tech Entrepreneur
Keynotes: Featured Keynote: Cultivating Happiness At Work

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

Amber Krueger

US Bancorp Fund Services, LLC, Operations Manager, AVP
Sessions: Balancing Training with Skills Based Routing | Finding the Balance in Contact Center KPIs

Amber Krueger has worked in the contact center industry since 2007. She earned her MBA from Lakeland College in 2010 and has been managing since 2011. She enjoys looking at numbers and finding ways to foster improvement in all areas of the department.

Frankie Littleford

JetBlue, VP of Customer Support
Sessions: Nonstop to Delight: How JetBlue is Putting Humanity Back into the Airline Industry

FRANKIE LITTLEFORD Founding Member, Vice President, Customer Support JetBlue Airways Frankie Littleford has served as a leader at some of America's most iconic aviation brands. Known for her ability to drive business results and create high- performing cultures, she has built a reputation as an inspiring female leader in a fiercely competitive industry. Frankie is Vice President, Customer Support at JetBlue Airways, one of the most successful airline startups. She joined JetBlue in 1999, before the carrier's first flight, as a founding member and part of its original management team. Today she has oversight of customer contact centers in Salt Lake City and Orlando, leading more than 3,000 crewmembers; the majority of whom enjoy an innovative work-at- home agent model, a first-in- industry approach Frankie helped pioneer. Culture is a top priority for Frankie, and she is an outspoken advocate for creating the kind of environment that drives satisfaction, engagement and customer loyalty.

Danielle Mallady

Radial, Sr. Manager, Operational Excellence

Danielle Mallady is a Sr. Manager of Operational Excellence for Radial. She leads overall Strategic program direction for the Customer Service business unit within an omnichannel commerce technologies and operations environment. Since joining Radial in 2012, Danielle has implemented several robotic desktop automations and a new CRM platform for customer service and support. Changes she helped initiate have led to decreased agent effort, improved agent accuracy and increased first contact resolution as well as reduced transaction handle times. Danielle's educational background includes a B.A. in Business Administration from Florida Institute of Technology and a Greenbelt Certification from Villanova University.

Rhonda Manski

UPMC Health Plan, Director of Member Services,
Sessions: Designing Reports that Inspire Results

Rhonda Manski is Director of Member Services for UPMC Health Plan in Pittsburgh, Pennsylvania. Rhonda has over 15 years of experience in the areas of recruiting, sales, and customer service.  Prior to joining UPMC Health Plan in 2011, she worked as Director of Corporate Customer Advocacy for MedQuist, Inc., of Mt. Laurel, N.J., for 11 years.  Ms. Manski has an associates degree in Healthcare Administration from the University of Phoenix.  A native of Southern Illinois, she has resided in Western Pennsylvania for the past 25 years.

Erica Marois

ICMI, Community Strategist
Sessions: Designing Reports that Inspire Results | Budget Friendly Hacks for Boosting Agent Engagement

Erica Strother Marois is the Community Strategist 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 the contact center community is lucky to have her on their side!

Peter McGarahan

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

Pete McGarahan is the Senior Director of IT for First American, as well as an industry expert and thought leader in global IT Service Management. He was also the founder of McGarahan & Associates and has thirty years of business, IT, and service leadership experience. He enjoys sharing lessons learned and career experiences through published articles and presenting at industry conferences. He has received various industry awards and honors, including the Help Desk Institute's Team Excellence Award for his work with the Taco Bell support organization, the "Top 25 Professionals in the Service and Support Industry" from IT Support News, and "The Legend of the Year" (twice) at the STI Knowledge Symposium and Help Desk Professionals conference. Pete is well known in the support industry for his endless positive energy, leadership, mentoring, and advisory services

Blake Mendenhall

Vivint Smart Home, Manager, Customer Excellence
Sessions: Leading in a Crisis: True Stories of Disaster Recovery

Blake is a Customer Excellence Manager for Vivint Smart Home, the leader in the Smart Home Industry. While he has over 11 years in the service industry, over the last 8 years, Blake has been a part of Vivint's rapid growth. The Retention Team Blake joined in 2011 was 20 FTE; today stands at 350+ FTE, across 3 locations in Utah.

Blake started on the phones for Vivint, where he was quick to advocate for the customer's experience. As he was promoted, he never lost sight of the customer experience which is a cornerstone of Blake's makeup as a leader. Now as a manager, Blake is passionate developing leaders - which has helped Vivint achieve all-time lows in customer attrition. Year after year, Blake and team find a way to retain more customers, while increasing employee engagement.

Dustie Mercer

Renaissance, Senior Director Call Center Operations

Dustie Mercer joined Renaissance in March of 2015 as Director of Call Center Operations. She has a Bachelor's degree from Indiana University-Purdue University Indianapolis, and brings with her over 15 years of call center leadership experience. Her experience spans start-ups to mid sized centers, B2B and B2C, and various industries. Her commitment to maintaining employee morale and a positive work culture, she believes, directly contributes to creating the best possible customer experience.

Mark Miller

JD Power, Customer Service Solutions Practice Leader
Sessions: Drive Change in Your Organization with VOC | Customer Expectations that Drive Your Customer Service Priorities

Mr. Miller is responsible for thought leadership and manages all omnichannel solutions development, strategic partnerships, benchmarking, VoC and operational assessments, performance improvement consulting engagements and certifications. He is a recognized authority on maximizing the customer experience across live phone, IVR self-service, web self-service, chat, email and social media channels and has presented research and analysis at over 70 industry events. He served as a judge for the ICMI Global Call Center of the Year Award in 2013 and 2014.

Mr. Miller has over 20 years of executive management and performance improvement consulting experience working with small, medium and F500 clients in over a dozen industries to improve sales, customer service and technical support operations performance across all channels.

Mr. Miller has a bachelor's degree in Journalism from The University of Texas at Austin, was selected as a member of the Alpha Sigma Nu Honor Society and received his MBA in Marketing with honors from Regis University.

Fancy Mills

HDI/ICMI, Group Training and Content Director
Keynotes: Keynote Address: Generational Intelligence: Adapt & Connect

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. She's an avid sports fan, including supporting the Dallas Cowboys and all Texas A&M sports. Her favorite team is anyone her son is playing on!

Tim Montgomery

Alamo Cloud Solutioins, Principal Consultant
Sessions: WFM Forum: Share Your Tips, Tricks, and Ideas | Making the Leap - Moving Your Contact Center from Just Service to Memorable Customer Experience

Tim Montgomery is a Managing Partner for 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. As a seasoned executive, Tim has been a major force in the call center and customer service industry. He has guided thousands of contact center professionals to implement creative programs that improve individual and team performance and exceed operational objectives. Tim's firm grasp of real-world contact center solutions comes from nearly 20 years of hands-on operational and consulting experience. During his career, he's held a variety of leadership and executive positions within some of America's most celebrated and respected companies. While at USAA, he was widely recognized as a call center innovator and a key player in a major change management program affecting thousands of employees. At Coca-Cola, Tim created several innovative initiatives that increased leadership effectiveness and efficiencies throughout the organization. During his time at The SCOOTER Store, Tim was the go to guy when it came to finding solutions to complex business issues and developed strategies that significantly increased productivity. In addition to his diverse corporate experience, Tim is a founding partner in two successful start-up companies. His proven expertise in customer service and contact center operations has made him a sought-after advisor to companies in a variety of vertical industries. Tim has personally assisted some of the world's most recognized service organizations – DELL, AIG, Lifetouch Publishing, ADP, Mitsubishi Motors, Farmers Insurance, Premera Blue Cross, Deluxe Corporation, Allstate, Kodak, Liberty Mutual, Cinergy, Prudential, Meguiar's, Isagenix, Department of Veterans Affairs, The Gartner Group, Amerigroup, Prime Therapeutics, Harvard Medical School, and many more. Tim is an accomplished author and has written numerous insightful and forward-thinking articles and whitepapers on a wide range of leadership/management, customer service, and contact center topics. His work has been featured in many global publications, industry journals and position papers. He is also a contributing author to highly regarded books on Leadership and Business Management, Customer Relationship Management, Call Center Operations Management and People Management. Recognized as a talented speaker, Tim has become a regular featured presenter at the contact center industry's largest conferences. He has delivered workshops and keynotes in seven countries – to more than 15,000 customer service and contact center professionals worldwide. Tim is part of an elite group of executives who have earned a certification from the International Customer Management Institute (ICMI) and is a professional member of the National Speakers Association (NSA). His professional career also includes active duty and reserve assignments in the United States Navy. Tim earned both his BBA in Accounting and MBA degrees from the University of Texas @ San Antonio and a Lean Six Sigma Certification from Villanova University.

Daniel Moross, Director of Customer Experience
Sessions: Using Cross Functional Collaboration to Improve the Customer Experience

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. His principal responsibility is to ensure customers are delighted with their entire MOO experience - from creating their personalized products online through to the final package they receive. MOO has served more than a million businesses in over 200 countries, supported by a team of +400 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 2017.

Lawrence Morrisroe

Oracle CX Cloud, Principal Product Manager

Christopher Mulligan

Sessions: The Value of Creating a Culture of Engagement

Chris is a published author and national speaker on the subject of employee engagement and retention. He co-authored the book "Talent Keepers: How to Engage and Retain Great People" published in 2017. Chris has over 25 years of experience in the HR industry, specializing in employee engagement, selection, assessment and retention. Chris co-founded TalentKeepers in 2000, an organization dedicated to the issue of employee engagement and retention. TalentKeepers products have twice been recognized as "Top Training Products of the Year" by Human Resource Executive Magazine. Prior to co-founding TalentKeepers, Chris was the Vice President of Business Development for AlignMark, a division of Thomson Rueters. Chris is a member of the American Psychological Society and an Associate Member of the Society for Industrial and Organizational Psychology. He holds a BS degree in Psychology from the Florida State University, and a MS degree in Industrial/Organizational Psychology from the University of Central Florida.

Scott Murphy

Fresenius Health Partners, Director, Health Plan Services Operations
Sessions: Leading in a Crisis: True Stories of Disaster Recovery

Scott Murphy is an accomplished contact center professional, specializing in contact center strategy and development. He is the Director of Health Plan Service Operations at Fresenius Health Partners, a leading global health care company specializing in delivering care to people with renal and other chronic conditions. Scott has over 20 years experience in the contact center industry and has developed improvements in workforce optimization, performance measurement, and quality improvement at some of the most successful contact centers around the world. Scott is a former board chair of the Austin Contact Center Alliance, former ICMI advisory board member, and a current Editorial Advisory Board member for Contact Center Pipeline Magazine. Scott has presented at many contact center conferences around the country, sharing his real-life experiences and vision with other contact center professionals. Scott holds a BBA from St. Edwards University and resides in Austin, Texas.

Paul Nagel

Serenova, Vice President

Today’s consumer has changed the ways in which they expect to engage with companies. While long-established channels such as the telephone, email and company websites are still the most used, many consumers now prefer to use a myriad of new technologies including text messages, chat and social media. Ignoring these new channels – and not being able to connect these channels throughout the customer experience – exposes companies to the risk that some customers will choose not to do business with them. To keep pace with this, contact centers are evolving to allow your agents and customers to seamlessly pivot interactions from channel to channel and across devices, with all the data, context – and experience – intact. In this session, attendees will learn how companies are delivering a superior level of service with next generation contact centers that offer the ability to better personalize every interaction, and gain cross channel insights to continually optimize overall performance.

Leslie O'Flahavan

E-WRITE, Owner
Sessions: Excellent Service in a Few Words: How to Write Well in the World of SMS and Social Media

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.

Arturo Oliver

Appian, Senior Director, Market Intelligence and Strategy

Arturo Oliver is the Senior Director of Market Intelligence and Strategy at Appian. Arturo is responsible for product strategy initiatives, driving new product development, constantly monitoring the market for opportunities and threats, working closely at all levels with the product, marketing and sales organizations. Prior to Appian, Arturo served as Vice President of Product Management and Chief Product Evangelist at MicroStrategy. Arturo is the co-owner of several patents in business intelligence, analytics and reporting. Arturo earned a Bachelor in Computer Engineering from ITESM and an Executive MBA from Georgetown University.

Appian provides a leading low-code software development platform that enables organizations to rapidly develop powerful and unique applications. With core capabilities including case management, intelligent business process management and seamless multi-channel integration, Appian can connect, extend, or replace components of customer engagement center environments. The applications created on Appian's platform help companies quickly modernize customer contact capabilities to drive digital transformation and revolutionize the customer experience.

Thomas Oronti

Advensus, CEO
Sessions: The Value of Creating a Culture of Engagement

Advensus's CEO is an enigmatic leader whose sole aim is to constantly strive to improve the company's service to its growing list of clients. "Good enough" is definitely not good enough. Having run call centers in his native UK, India and South Africa, he brings a wealth of experience unmatched in the local market. Married to a Dominican and with three young children he's not going anywhere anytime soon, therefore the only option is to constantly grow Advensus to not only be the leading call center in the DR but the Caribbean!

Anne Palmerine

UPMC, Vice President Customer Engagement, Enrollment & Retail
Sessions: Strategic Priorities Executive Roundtable | When and Why Should You Outsource - Advice from Executives | Employee Onboarding and Training from the Top

Anne Palmerine is the Associate Vice President of Customer Engagement and Enrollment Services for UPMC Health Plan. Anne has led UPMC Health Plan in Customer Service for the past twelve years, including Enrollment and Retail. Accomplishments have included implementation of a highly esteemed Health Care Concierge program, implementation of Genesys call center technology, driving one call resolution and service recovery, integration of all member touch points, and achieving JD Power Call Center Certification in 2009, 2011, 2012 and 2014. Achievements have included from ICMI, 2015 Best Large Contact Center, from Stevie Awards, 2015 Contact Center of the Year (Over 100 Seats) and from IQPC, Best in Class Contact Center (Over 200 Seats). Anne has managed in customer service call centers for the past 22 years with a focus on customer retention, growth, and sales. She has a bachelor's degree from West Virginia University and an MBA from the University of Pittsburgh.

David Perry

Clio, Customer Support Manager
Sessions: Budget Friendly Hacks for Boosting Agent Engagement

David Perry is Customer Support Manager at Clio–Legal Practice Management Software. Armed with an acting degree and a love of beer and people, he is forging ahead in the world of customer service leadership. When not at Clio, he is fighting for craft beer consumer rights and reform in British Columbia as President of the Vancouver Branch of CAMRA BC, playing Ultimate with the Vancouver Ultimate League, or teaching ITF Taekwon-do. Find David on Twitter: @davidjp87.

Natalie Petouhoff

Salesforce Service Cloud, VP Product Marketing

Dr. Natalie, as part of the Salesforce Service Cloud team, she 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...

Rose Polchin

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

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

Kristy Powers

Navy Federal Credit Union, Manager, CCO Quality Service
Sessions: Budget Friendly Hacks for Boosting Agent Engagement

Kristy is a high energy, hands on Senior Customer Relations and Operations Executive with over 20 years of award winning B2B and B2C expertise in on-site and outsourced contact center design, customer care and revenue development. She is known for delivering strong and sustainable call quality, service levels, revenue gains, customer loyalty and employee engagement. Kristy has launched three new contact centers from the ground up & re-engaged two internationally recognized centers. Currently, she leads Quality Service for Navy Federal Credit Union's 4000 Person Contact Center. Recently, Kristy led her team through an Evolution of Quality Service where the Contact Center moved from a scored, checklist system to one that is behaviorally based and scoreless. The results are showing themselves in achievement of the highest levels of member experience and post call survey results as well as higher employee engagement. Kristy is also a member of the National Speakers Association.

Susan Resendez

USAA, AVP Contact Center Support
Sessions: Your Workforce Management Team - Friend or Foe? | WFM Forum: Share Your Tips, Tricks, and Ideas

Susan Resendez has over 25 years of contact center experience with 17 of those years in workforce management. Susan's career started at USAA, took a little detour to Farmers Insurance and then back to USAA where she currently leads a team over 120 forecasters, capacity planners and schedulers who support over 14,000 MSRs.

Justin Robbins

ICMI, Advisor
Sessions & Keynotes: Applying Metrics Across New Channels | Leading Your Coaches to Better Results | MasterMinds Post Conference Workshop | Welcome Keynote with Justin Robbins

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. Learn more at

Michele Rowan

Customer Contact Strategies, President
Sessions: Work at Home and Blended Teams: Current State Best Practices and Next Generation

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, web trainings 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: 2018 Contact Center Benchmarking Results - See How You Stack Up! | Maximizing the ROI of Customer Care

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 Call 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 call 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 call 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 Call 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

InContact, Senior Manager, Product Marketing
Sessions: Omnichannel Myths and Realities | Level Up! How Game Techniques Can Drive Performance

Patrick Russell is Sr. Manager, Product Marketing at inContact. He has been a leader in the contact center industry for over fourteen years working as a vendor, a BPO leader, managing an in-house operation, and as part of various contact center software companies. Patrick has a proven track record of improving processes and driving sales and service results for many companies, to include; retail, collections, hospitality, and technical support. His deep understanding of all of the contact center software components paired with real world leadership experience in the industry adds tremendous value to any organization. Patrick holds his bachelor's degree in Accounting and spends the majority of his free time traveling or taking part in various adventure sports.

Maureen Russolo

Southwire Canada, Vice President, Customer Experience
Sessions: Improve your Customer Experience Delivery with a Holistic Customer Listening Framework

Maureen is the Vice President, Customer Experience at Southwire Canada and over see's Inside Sales, Customer Service and Supply Chain functions.

Maureen is deeply passionate about customer experience optimization and has extensive expertise in the areas of customer experience management, customer engagement, customer journey-mapping, change management, contact center and self-service enhancements and digital engagement. She is a knowledgeable and highly experienced professional having held executive leadership roles in the wire and cable industry, energy industry, insurance industry, and in consulting practices. She has worked with dozens of organizations to complete organizational assessments, perform Strategic Planning and optimize their Customer Experience delivery.

Maureen is a founding member of the Customer Experience Professionals Association, a certified customer experience professional, and a certified change management professional.

Ernesto Salas

Disney Institute, Senior Facilitator
Keynotes: Featured Keynote: Inspiring Customer Service Excellence

In his role at Disney Institute, Ernesto is responsible for drawing on his leadership experience, business knowledge and Disney Institute insights to understand client objectives and better align learning solutions. He facilitates delivery of business programs individually and as a team.

Prior to joining Disney Institute, he worked as a sales and service leader for the Walt Disney Travel Company, where he led and developed a team of cast members to exceed sales goals and guest satisfaction. Additionally at Disney, he delivered the initial training on Disney culture, heritage and professional guidelines to new hires at the Walt Disney World® Resort as a Traditions facilitator in English and Spanish.

Before Disney, his professional experience included leading a team at a travel agency in Spain that developed unique and comprehensive travel packages while assuring high quality and guest satisfaction.

Ernesto has a bachelor's degree in Spanish with a concentration in Latin American and Iberian Studies from Haverford College. He is fluent in Spanish, conversational in Italian and is currently learning Portuguese.

Jorge Sanchez

Appian, Director, Product Strategy

Jorge Sanchez is Appian’s Director of Product Strategy. His main responsibilities include product direction and evolution based on market needs, as well as product positioning. With over a decade focused on BPM, Case Management, and Low-Code platforms, he has strong technical skills and hands-on experience in medium to large scale projects and sales engagements. Jorge has been a lead thought leader at organizations such as Sprint, Bank of the West, and Flowserve, helping them achieve and sustain process excellence. Jorge earned his Bachelor’s degree in Electronic Systems Engineering from Tecnológico de Monterrey and University of Pittsburgh and is currently enrolled in a Masters program for IT Management from Carnegie Mellon.

Erick Sawyer

USAA, Director, P&C Quality Management
Sessions: Doing the Right Thing: How to Establish an Ethical Frontline Culture

Erick Sawyer currently serves as a Director of P&C Quality Management at USAA, a Texas-based Fortune 500 diversified financial services group offering banking, investing, and insurance solutions for the military community. Erick has over 8 years of quality assurance and regulatory compliance experience as well as an operational management background in a call center environment. Currently, he is responsible for the P&C Quality Assurance Program, executing first line of defense support for insurance processes, legal and regulatory compliance, and oversight of internal affiliate services and vendors. He leads Quality Assurance teams dispersed across the country providing quality and compliance oversight to effectively operationalize, monitor, and improve P&C processes and adherence to regulatory requirements. He currently serves as a Board Member for the Quality Assurance and Training Connection and is pursuing his Doctorate in Business Administration at the University of Incarnate Word in San Antonio, Texas.

Joan Scazzaro

Charter Communications, Vice President, Customer Service Operations
Sessions: Strategic Priorities Executive Roundtable

Joan is currently the Vice President, Customer Service Operations at Charter Communications. Joan is responsible for providing support for a network of 7 internal billing call centers in 5 states. Her role includes front-line leadership support, workforce management and reporting and analysis for her group, local HR and Training support and Root Cause Analysis initiatives. Prior to joining Charter, Joan was the Outsource Manager for North America for Nokia mobile phones and provided vendor support for the in-house outsource vendor that handled all U.S. and Canadian calls related to Nokia mobile phone products. Prior to her time at Nokia, Joan worked for Capital One Financial Services as a Senior Contact Center Manager. She supported several teams of inbound customer service representatives and was also involved in multiple outsourcing projects including the first vendor program in India and subsequent outsource launches in Canada and the Philippines. Joan has a Bachelor's degree in Mass Communications and a Master's Degree in Liberal Arts from the University of South Florida. She has training in both Six Sigma and Project Management.

Art Schoeller

Forrester, Vice President & Principal Analyst
Sessions: Increase Customer Service Agility with Cloud Contact Centers | It's All About the Data

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.

Brian Spraetz

NICE inContact, Senior Product Marketing Manager

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

Sarah Stealey Reed

Zendesk, Editor of Relate & Director of Content Marketing
Sessions: When and Why Should You Outsource - Advice from Executives

Sarah Stealey Reed believes in good customer experiences and optimistic relationships. While she left her heart in the contact center, she's now passionately writing and speaking for Zendesk and Relate—a place for people to explore their important relationships with customers, colleagues, and their community. She can be found on Twitter: @stealeyreed.

Nick Stenberg

US Bancorp Global Fund Serivices, Assistant Vice President
Sessions: Finding the Balance in Contact Center KPIs

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.

Jeff Toister

Toister Performance Solutions, Inc., President
Sessions: How to Measure the Effectiveness of Agent Training | Solving the Agent Empowerment Problem | High Performance Management: Getting the Most Out of Contact Center Agents

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 his video-based training courses on LinkedIn Learning (a.k.a. Jeff's 15 training videos on LinkedIn Learning include Phone-Based Customer Service and Leading a Customer-Centric Culture. 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 the International Customer Management Institute (ICMI). Feedspot has named 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) credential from the Association for Talent Development (ATD). He is a past president of ATD's San Diego chapter, where he earned the WillaMae M. Heitman Award for Distinguished Service.

Neal Topf

Calzilla, President
Sessions: Using Customer Feedback as a Strategic Measure

Neal Topf co-launched Callzilla in 2005. Since then, he's led Callzilla to become one of the world's top-ranked outsourced contact centers, earning over a dozen industry awards for top quality and performance in outsourced customer care, business process outsourcing, and customer acquisition via phone, email, live chat, automation, and social media. You'll find Neal participating in ICMI's weekly #ICMIchat on Twitter, presenting at industry conferences like SOCAP, ICMI, Frost & Sullivan, being interviewed by Tech.see, Playvox, and others, and posting just about weekly on LinkedIn. Recent honors: •2017 Best Outsourcing Provider (Callzilla), Contact Center World Awards, International Customer Management Institute •2017 Top 50 Thought Leaders (@nealtopf), International Customer Management Institute •2016 Quality MVP Award 2016, Silver (Callzilla), Customer Magazine •2016 Best Outsourced Contact Center Services Provider, Finalist (Callzilla), International Customer Management Institute •2016 Top 50 Thought Leaders (@nealtopf), International Customer Management Institute Work history: •Neal Topf co-founded Callzilla, a nearshore inbound contact center that leads its industry in First Call Resolution and agent retention. Since 2005, the company has been compared to just about every contact center in the world, on every conceivable metric, and been chosen by the world's leading brands. •Prior to starting Callzilla, Neal held positions in multinational corporations such as MCI where he oversaw their international wholesale telecommunications business and spent three years leading their Latin American marketing efforts in Mexico, South and Central America. •During a stint at Wunderman Cato Johnson in New York he coordinated the agency's international direct marketing business activities. •Before that, Neal consulted for multinational corporations, including the Colombian National Federation of Coffee Growers. Neal resides in South Florida and has a beautiful 5 year old son.

Clement Tussiot

Salesforce Service Cloud, Senior Director of Product Management

Eric Whitacre

, Grammy-Winning Composer, Conductor and Creator of the Ground-breaking Virtual Choir
Keynotes: Featured Keynote: The Composer/Conductor As Communicator And Builder Of Communities

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

Wayne White

UnitedHealth Group, Vice President – Consumer Services
Sessions: Customer Expectations that Drive Your Customer Service Priorities

Wayne is Vice President of Consumer Services at UHG. In this position, Wayne manages a portfolio of eight BPO partners across 36 domestic and global outsourced centers, performing inbound, outbound, translation, and back office services. Wayne is responsible for the operational performance as well as the RFP, contracting, and procurement of partners while driving an organizational strategy that is focused on fundamentally changing the way service is delivered in the industry.

Wayne joined UHG in 2007 and has held leadership roles in multiple areas such as implementation, strategy, and business technology, including leading the program to design and develop the current contact center BPM/CRM tool. Prior to joining UHG, Wayne worked for Compaq, HP, and also held roles with Sitel Corporation. Wayne's education includes a Bachelor of Arts degree from Memorial University of Newfoundland, Graduate diploma in Applied Information Technology, and the Wharton Executive Development Program.

Michelle Williams

Dorel Juvenile Group, Director Contact Center Operations, Customer Experience and Quality

Michelle Williams believes in creating the future. As the Director of Contact Center Operations, Customer Experience and Quality for Dorel Juvenile Group, Michelle focuses her 20 years of contact center history on the mission of actively designing and implementing the experiences that create loyal consumers. With one eye on data, and one eye on the health of her team, Michelle blends technical tools with human agents, removing the barriers between her caring agents and the new parents they serve. At Dorel Juvenile, Michelle has unlocked the potential of customer service to advance the mission of the company, “Caring for precious life.”

Michael Zurat

Cognosante, Director of Engagement Solutions
Sessions: Using AI and Voice Analytics to Increase Efficiency

Michael leads the product team for EnGage360 product for Cognosante including Patient-Provider Engagement solutions for Public Sector Healthcare systems including Medicare, Medicaid, ACA (Obama Care) and Department of Veteran Affairs. He has 15+ years of Project and Management Leadership and a Record of Delivering Successful Enterprise Solutions in the public, not for profit and private sectors.

"The environment at ICMI conferences is so refreshingly real - very different from other events. I learned so much by talking with the diverse attendees."

Serena Daly, Supervisor, Customer Care Sales and Retention, eHealthInsurance Services, Inc

   © 2018 UBM, All Rights Reserved.

   © 2018 UBM, All Rights Reserved.