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Ft.Lauderdale, FL | May 11-14, 2020
The Diplomat Resort

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2019 Speakers

John Adamo

Moen Director, Customer Quality

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.

Jafar Adibi

Talkdesk Head of Data Science and AI
Sessions: Agents Rejoice as New Innovation Eases Their Effort

Jafar Adibi is the Head of Data Science and AI at TalkDesk where his main focus is building AI enabled intelligent contact centers. Prior to joining Talkdesk, Jafar developed advanced Machine Learning solutions for understanding people behavior and consumer intelligence at PwC, Reunify and Incentica. He is a former research scientist at the USC Information Sciences Institute where he invented novel link discovery systems with applications in counter terrorism, business intelligence and viral marketing. Jafar holds a Ph.D. in Computer Science from the University of Southern California and is a recipient of multiple national and international awards.

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.

Max Ball

RingCentral Director, Product Marketing

Max is passionate about helping companies better serve their customers and has spent most of his career in the Contact Center space focusing on the customer experience. He has worked in a variety of roles including Product Marketing and Management, Sales and Professional Services. He has worked for Genesys, IBM, 8x8 and other companies. In his role as Product Marketing at RingCentral, Max focuses on helping companies build Collaborative Contact Centers.

Ken Barton

Strategic Contact Senior Consultant
Sessions: Technology Stations Workshop: Its Time For Action

Contact center solution professional with over 26 years of technical, operational, and project management experience. Specific areas of expertise include architecture, design and deployment of enterprise and contact center technologies, including VoIP-based premise and hosted solutions. Consulting focus over the last 20 years includes a wide range of industries, including financial services, telecommunications, utilities, insurance, medical, consumer products, associations, and government.

Ken has an M.S. degree in Operations Management from the University of Arkansas and a B.S. degree in Electronics Engineering Technology from Texas A&M University.

Dr. Debra Bentson

- Senior Workforce Manager
Sessions: Serving Up Metrics to Suit Every Palate

Dr. Debra Bentson earned her doctorate degree in Business Administration. She has spent most of her career in Contact Centers, the past 20 years building and leading Workforce Management teams, and worked in a variety of industries. Her leadership style balances empowerment, accountability, results, and fun. When not at work, Debra occupies her free time as a member of the DNF (Did Not Finish) team at the Antioch, California dirt track – push starting Sprint cars and supporting raceway safety. She lives by these words: "Work and play, laugh loud and often, be safe and strong, and live on your own terms". Learn more about and connect with Debra on social media at: and on Twitter @theccdoctor

Lori Bocklund

Strategic Contact President
Sessions: Contact Center Technology 101: What Every Professional Needs to Know | Technology Stations Workshop: Its Time For Action

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.

Nate Brown

EHS Sustainability Director, Customer Experience
Sessions: Journey Mapping and More: A Holistic Approach To Voice of Customer | Judge Judy CX Edition: The Case Against NPS | Customer Experience Leadership - How Moo, UL,Navy Credit and IBM Are Leading with CX! | Characteristics of the Best Managed Contact Centers

Nate is the Co-founder of CX Accelerator. While Customer Service is his primary expertise, Nate is able to leverage experience in professional services, marketing, and sales to connect dots and solve the big problems. From authoring and leading a Customer Experience program, to journey mapping, to managing a complex contact center, Nate is always learning new things and sharing with the CX community. Follow him on Twitter using handle @CustomerIsFirst.

Sary Brunner

Zendesk VP Customer Success

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 & Keynotes: The Principles of Effective Contact Center Management | Keynote Address with Brad Cleveland | 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.

Alice Deer

Sr. Experiential Marketing Manager Genesys

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 under her belt, she's the co-founder of As certified health coach and the founder of Jenny Dempsey Wellness, she also provides corporate wellness in the workplace workshops for teams. She is
the mother to a toothless rescue cat named Chompers and lives in sunny Carlsbad, California.

Matthew Dixon

Tethr Chief Product & Research Officer
Sessions: Putting the Effortless Experience into Action | Transform Your Contact Center into an Insight Center | Judge Judy CX Edition: The Case Against NPS

Matt Dixon is Chief Product & Research Officer of the Austin-based AI and machine learning venture, Tethr. In this capacity, he has responsibility for product strategy, product management and product marketing.

Prior to joining Tethr, Matt was a Senior Partner and Global Head of Sales Force Effectiveness Solutions at Korn Ferry Hay Group and, before that, held numerous global leadership roles in research, product development and management for CEB, now Gartner.

A seasoned business researcher, Matt has been involved in dozens of original quantitative and qualitative research studies on topics ranging from customer experience strategy to customer service and sales effectiveness. His first book, The Challenger Sale: Taking Control of the Customer Conversation (Penguin, November 2011), was a #1 Amazon and Wall Street Journal bestseller and has sold nearly a million copies worldwide and has been translated into a dozen languages. The Challenger Sale has won acclaim as "the most important advance in selling for many years" (SPIN Selling author Neil Rackham) and "the beginning of a wave that will take over a lot of selling organizations in the next decade." (Business Insider). Matt is also a frequent contributor to Harvard Business Review, having been published more than twenty times in both HBR's print and online editions. Among his noteworthy HBR articles are "Rethinking Customer Service" (November-December 2018), "Kick-Ass Customer Service" (January-February 2017), "Dismantling the Sales Machine" (November 2013), "The End of Solution Sales" (July-August 2012) and "Stop Trying to Delight Your Customers" (July-August 2010). His two most recent books are The Effortless Experience: Conquering the New Battleground for Customer Loyalty, (Penguin, September 2013) and The Challenger Customer: Selling to the Hidden Influencer Who Can Multiply Your Results (Penguin, September 2015).

Matt is a sought-after speaker and advisor to management teams around world, having presented his findings at a wide range of industry conferences as well as to hundreds of senior executive teams around the world, including those of many Fortune 500 companies.

Matt holds a Ph.D. from the Graduate School of Public and International Affairs at the University of Pittsburgh as well as a B.A. in International Studies from Mount Saint Mary's University in Emmitsburg, Maryland. He currently resides in the Washington, D.C. area with his wife and four children.

Company Website:

Personal Website:


Twitter: @matthewxdixon

Timothy Donchez

Lutron Electronics Co. Inc Continuous Improvement Director
Sessions: Transform Your Contact Center into an Insight Center

Tim is a 20-year process improvement professional experienced in leading, coaching and teaching the application of Continuous Improvement and Lean Six Sigma methods. In his role at Lutron Electronics, Tim directs the Services Continuous Improvement program and the development of the Customer Relationship Management platform. His focus is on measurable impact to customer experience, process efficiency and effectiveness. Tim has previously held CI leadership roles at Air Products and Chemicals and Penske Truck Leasing, accountable for driving an improvement culture, increased customer satisfaction and cost reduction in Service, Manufacturing and Supply Chain functions. Tim has a passion for enhancing the customer experience by connecting their journey to improvement strategies that generate results and provide insights across the organization.

Dianne Durkin

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

Dianne Durkin has over 25 years of experience in finance, 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. 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.

An author of two books, she has been featured in The NY 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 and 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,

Video Link for reference:

Wendy Fowler

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

Wendy has a passion for Customer Service and the talent to quickly identify opportunities within an organization. She provides the necessary design to make cost-effective, data driven, impactful change.

In her 29 years in the contact center industry, she has worked with more than 75 clients across a variety of industries. Wendy has been helping organizations improve performance by providing expert analysis, feedback and actionable solutions in such areas as: Workforce Management, Quality Assurance, Call Routing, Employee Retention, Recruiting and Hiring, Training & Development and Performance Management.

Wendy has a proven track record for implementing and reengineering successful, world-class workforce management practices for dozens of companies of all sizes and industries. She has experience with most leading WFM product vendors such as: Verint, Nice, Aspect, Interactive Intelligence, Pipkins, Calabrio, WFMSG and Teleopti.

Wendy is a Certified Consultant and Trainer for ICMI where she teaches such courses as:

  • Workforce Management Bootcamp
  • Contact Center Coaching
  • Essential Skills and Knowledge of Effective Contact Center Management
  • Monitoring and Coaching

She is also a guest speaker at many industry events such as ICMI, NECCF and SWPP. Wendy calls Jacksonville Beach, Florida home. In her spare time, you can find her on the beach or on the boat, walking her two teacup Chihuahuas-- Zoe and Zuri or playing with her two grandsons, Wade and Conor.

Roberta J Fox-Lawson

Crisis Services Canada Chief Technology Advisor
Keynotes: Morning Welcome: The Power of Virtual Human and Digital Connections During a Crisis

Roberta is an experienced technology executive and management advisor involved in multiple consulting and professional service firms including FOX GROUP Technology and 911Tech Advisors. She is one of North America's top IT communications technology consultants, thought-leaders, and advisor on digital innovation and technology transformation.

Roberta and her team provide strategic level analysis and guidance relative to technology and regulatory trends in telecommunications, network, NG9-1-1 contact centre areas to government, health care, first responders and non-profit organizations. She regularly appears on or contributes to BNN, CBC TV & Radio, CBS online, CTV, the Globe and Mail, as well as writes blogs for leading global publications.

She recently lead the design, development and deployment of a world award winning first…The solution is the first global integrated CRM, voice, text, chat national suicide prevention and support platform. ( She has been retained as the CSC CTO to help them evolve the cloud-based platform to include social media and artificial intelligence elements to enable them to provide other mental health crisis support services.

Bob Furniss

Bluewolf VP, Global Service Cloud Practice
Sessions: Relational Leadership – Employee Engagement Means Employee Retention | Customer Experience Leadership - How Moo, UL,Navy Credit and IBM Are Leading with CX!

For more than 38 years, Bob’s career has focused on helping companies improve their customer experience. As the VP, Global Service Cloud Practice, his team drives customer success in the area of service and support strategy across all digital channels - with a focus on the world’s top customer engagement platform, Salesforce. As a consultant, he has worked with literally hundreds of the top brands in the world.

Bob is proud to have received the prestigious Lifetime Achievement Award from ICMI in 2017 for his work in the contact center industry. He writes for several industry publications, is active on Twitter at and was named as one of the Top 50 #CCTR Thought Leaders on Twitter in 2015-2018.

On a personal note, Bob is married with two children and two amazing grandsons. He lives in Memphis, TN, loves photography and is an avid Pittsburg Steelers fan. He has a heart for the people of Honduras and serves on the board of Point of Impact, a children’s charity located in Tegucigalpa. He is also actively involved in the support of breast cancer awareness among young women in honor of his daughter (

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 West Monroe, overseeing delivery of innovative strategies that apply leading technologies to drive performance and advantage.

Cindy is an innovative, customer-focused operations executive with extensive contact center experience and a unique blend of business consulting and deep technology expertise. She is skilled at driving change, developing competitive differentiation, and implementing cost-effective solutions while enhancing customer experience. Over the course of her career, Cindy has held executive positions in administration, operations, and customer experience. Her professional achievements include leading large business and IT transformation efforts, optimizing customer experience, and developing and executing call center strategy.

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.

Nader Ghattas

SQM Group Manager Client Advocacy
Sessions: Using VOC to Drive First Contact Resolution

Nader Ghattas is the Vice President of Consulting with SQM Group and brings over a decade of consulting, corporate asset direction, and extensive international business experience to SQM. As a consultant, Nader works with leading North American organizations on improving customer experience (CX) through key best practices that are fundamental to providing world class contact channel CX. He uses his best practice knowledge to assess contact channel operations and to pinpoint the 3-5 pivotal changes that will drive real and significant CX improvement. Nader has also been a contributing author for three of SQM's contact channel CX research books -- FCR Best Practices and the 1st and 2nd editions of One Contact Resolution.

Nader has an honors degree in business management and is currently an MBA candidate. Nader started his career as a survey interviewer at SQM before moving on to vocations in investment banking, supply chain management, and international business where he developed a passion for languages and a strong commitment to client service.

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 ITS Service Desk Consultant for Western Kentucky University. His vision: deliver Amazing Customer Service and Technical Support™.

Todd Gladden

ICMI Business Associate
Sessions: ICMI Pro: Contact Center Strategy | ICMI Coaching | Which Metrics Are Right for Your Business? | Developing an Effective Customer Access Strategy

With over 40 years of experience, holding managerial and executive positions in the Telecom, Utility and Contact Center industry, Todd brings a wealth of knowledge in developing linkages between business strategies, workforce operational processes and leadership skills in learning and development.

As a VP of US Operations for Planmen Consultancy, Todd has consulted with companies across the globe, working with businesses to identify operational, workforce management process, human resource 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 a Lean Sigma Management certification. Todd is a Senior Certified Business Associate and member of the Advisory Board of ICMI. He is a Certified Workforce Planning Professional (CWPP) and a charter member of the Board of Advisors for the International Society of Workforce Planning Professionals (SWPP) and The Quality Assurance and Training Connection (QATC). He may be reached at

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.

Louie Gravance

Customer Experience Consultant Focused on Creating the Happiest Workplace on Earth Former Disney Institute Professor
Sessions: The Ten Skills of the Service Jedi

Louie Gravance, a native Californian, is literally changing the consciousness of business in America through his speaking and consulting skills. A premiere example is the work he has done is helping Bank of America navigate what he calls a "culture shift." MONEY MAGAZINE credits these efforts with "making the banking experience more pleasurable with changes that have improved customer satisfaction." This was done through an initiative Gravance introduced to high level executives and employees entitled "The Bank of America Spirit." Gravance was a perfect fit for this project, thanks to skills learned and honed during twelve-year tenure at The Walt Disney Company in Orlando, Florida. Beginning with the training and orientation program "Traditions" at The Disney University, Louie designed, developed, and delivered countless presentations. First, at the University for literally thousands of Disney World employees from all disciplines, and then for visiting corporate clients through the Disney Institute Professional Development Programs. He has also traveled North America , teaching "Showmanship in the Workplace" to large companies like Mutual of Omaha, Fisher Scientific, Toys 'R Us and BMW of Canada, just to name a few.

"You have to do what you DON'T have to do, in order to win," is a quote that represents much of the philosophy behind a Louie Gravance presentation.

Prior to moving to Florida, Mr. Gravance began a show business career at the age of twelve. He spent the next two decades in Los Angeles appearing in stage shows, sitcoms, motion pictures and over 35 national television commercials. While at Disney, he led, trained, and performed with the improvisational comedy show "Streetmosphere" at the Disney / MGM Studios from the first year of its inception in 1989. It is now the longest running show of its kind in theme park history.

Currently, Louie Gravance Creative Concepts provides consulting and motivational talks to companies and municipalities all over the world, and is based in Orlando, Florida.

Gregg Gregory

Teams Rock Speaker, Author, CEO
Sessions: People Personalities and the Plague – Uniting the Sandbox | From Dysfunctional to Cohesive: 5 Behaviors of Successful Teams

With more than 2,000 keynotes, breakout sessions and training workshops under his belt, Gregg Gregory is the team-building mastermind America needs today. With more than 25 years working at all levels within in corporate America; Gregg's experience goes beyond expectations. His expertise and articles have appeared in 100s of business and trade publications, including Support World and Boardroom Magazine.

He is considered a thought leader in a number of industries which is reflected by his client list of over 400 companies, non-profit associations, and government agencies including New York Life Insurance, the Defense Logistics Agency, and Lockheed Martin, as well as over 30 Federal, local and state government agencies, including every branch of the United States military.

Gregg received his Certified Speaking Professional (CSP) designation in 2004. This is the speaking profession's international measure of professional platform skill, and is deemed the highest earned designation conferred by the National Speakers Association (NSA) and the International Federation of Professional Speakers (IFPS). Gregg has served on the board of directors of the National Speakers Association, Washington DC chapter, and recently served as the chapter President.

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.

Vicki Herrell

Society of Workforce Planning Professionals, LLC Executive Director
Sessions: Moving Metrics Into Action

Vicki serves as Executive Director of the Society of Workforce Planning Professionals (SWPP) and oversees the strategic direction and the day-to-day operations of the association. Herrell brings to the position over fifteen 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 SWPP’s On Target newsletter and the Workforce Management Expert Solutions book.

Brian Hinton

Strategic Contact Principal Consultant
Sessions: Technology Stations Workshop: Its Time For Action

Brian brings a unique and highly valued combination of strategy, organizational, process, technology and financial experience to contact center consulting. He shows clients how process and organizational change and technology can add strategic value and how best to synchronize contact center decisions with corporate strategy. Brian has 20 years of experience in organizational management and 21 years in the contact center industry

A published author and speaker, Brian routinely contributes to industry thought leadership through white papers and articles in leading industry publications and conference presentations.

Brian has an M.B.A. in Business Administration from Harvard Business School, Harvard University and a B. S. in Business Administration from the University of Illinois. Brian is a retired U.S. Navy Commander.

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.

John Hunt

onPeak Senior Director of Operations

John directs and manages a full contact center with a focus on assisting customers with all of their housing needs. It’s his goal to not only help people, but to have them walk away with their customer service expectations exceeded. In addition, he supports a team that’s handling written and escalation ticketing systems which allows for faster service and turnaround time. Half of his staff members work remotely which gives him the flexibility to have redundancy across multiple locations.

He also directs and manages a team of operations coordinators.  John recently spearheaded a project and partnered with Sharpen to upgrade their contact center from (three) traditional PBX to a cloud-native, omni-channel system. This lets the staff work remotely, while still keeping them connected with a seamless contact center integration across multiple offices, letting onPeak be the leader in the event services industry. 

Ted Hunting

Bright Pattern Sr VP of Marketing

Hunting has over 25 years of experience successfully building brand and demand generation programs in startup and global companies creating revenue growth and market leadership. Hunting is a recognized speaker in the customer experience industry with keynotes and presentations at top conferences including Gartner, Forrester, IQPC Customer Contact Week, ICMI, Enterprise Connect, Execs in the Know and more.

Jen Jackson

Serenova VP of Customer Success

Jen Jackson is Vice President of Customer Success at Serenova, where she leads the global team dedicated to helping customers achieve quantifiable business outcomes and exceptional customer experiences. Her career includes deep contact center experience and leadership roles at Dell, as well as emerging companies like Kinnser Software (now WellSky) and Neverfail Group. Jen is known for a people-first philosophy of leadership aligned with today's workforce and technology.

Allison Johnson Bryan

Salesforce Director, Product Marketing
Keynotes: Morning Welcome: Driving Customer Success in the New Age of Service

Allison Johnson Bryan is Director, Product Marketing at Salesforce. With over a decade of experience in the high tech industry, Allison's expertise is on customer experience, new ways to empower agents and industry trends and insights. Her team manages the Service Cloud community and launched the Trailblazer for the Future workshops.

Having worked at innovative companies such as Cisco, Deloitte Digital and Salesforce, Allison has witnessed how leading companies have evolved, including the adoption of digital channels, the changing role of the agent, and the benefits of embracing your mobile workforce.

Having recently published the State of Service, Allison explores what it means to deliver a connected customer experience, including the benefits and challenges that modern organizations face. In an effort to build trailblazers, Allison enjoys receiving feedback and insights from those in the industry and is excited to see what comes next!

Murph Krajewski

Sharpen VP of Marketing

Murph has nearly 20 years of contact center industry experience. Since 2016 he has served as vice president of marketing for cloud contact center provider Sharpen Technologies. His responsibilities include designing, implementing and measuring marketing strategies that increase brand awareness and drive sales. Prior to Sharpen, Murph served as senior marketing manager for customer experience solutions provider Interactive Intelligence (acquired by Genesys). There he led new media initiatives focused on creative digital marketing.  He has experience on both the IT side, having served in system administration roles, and on the frontlines, working with contact center managers to reveal the underpinnings of superior customer and agent experiences. Among his many accomplishments, Murph is also a frequently cited customer experience professional, having been interviewed by Forbes, Inc., CustomerThink, No Jitter and other nationally renowned media outlets.

Amber Krueger

U.S. Bank Global Fund Services 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 is an Operations Manager and Vice President for US Bank Global Fund Services. In 2007, after working in the restaurant industry for 14 years, she accidentally stumbled into a career in the contact center industry when she took a job as a phone agent. Fast forward 12 years and she has worn many hats including developing and leading training for the contact center, starting up an internal call quality team, and overseeing the downtown Milwaukee site. She has developed a love for the contact center industry and her passion can be seen through her work as a Featured Contributor for ICMI as well as in the sessions she has led over the past few years at the NICE Interactions and ICMI Demo and Expo conferences.

Kate Kuehn

Crisis Services Canada Office Administration and Marketing Support
Keynotes: Morning Welcome: The Power of Virtual Human and Digital Connections During a Crisis

Kate brings an eclectic work and study background to Crisis Services Canada, the team behind the Canada Suicide Prevention Service virtual contact centre.  Originally graduating with a degree in East Asian Studies (specializing in Japan), Kate has provided administration, client services coordination and marketing support for companies in a variety of fields. 

However, it is her volunteer work with the Distress Centres of the Greater Toronto Area as a helpline responder that has proven the most invaluable on a professional and personal level, and means that Kate has the opportunity to experience both the front and back ends of the service.  Over five years volunteering on various helplines, some of which have a specialized service user base, she has taken hundreds of phone, text and chat interactions.  These interactions come from every conceivable type of person, but are all seeking support; whether it be for issues of social isolation, mental health related concerns, or the imminent risk of suicide.  These deeply human interactions serve as a constant reminder of not only the need for, but the efficacy of such helplines, and are the source of Kate’s impassioned motivation.

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 Sr. Director for Global WFM Healthcare, at Firstsource Solutions; he serves on the Board of Advisors for the Quality Assurance and Training Connection and the Society of Workforce Planning Professionals. Marshall is mildly obsessed with Scifi and WFM – and is always looking for the connections.

Erica Mancuso

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

Erica Mancuso builds teams that deliver exceptional customer experiences. With over 15 years of leading customer facing teams for entrepreneurial technology companies, Erica knows these experiences are the result of not only a solid product, but also great employees armed with the right tools and processes to get the job done well. Erica is Director of Client Care at Straightaway Health Careers, as well as a speaker and regular contributor for ICMI and other industry blogs. Connect with Erica on Twitter and LinkedIn.

Erica Marois

ICMI & HDI Content Manager
Sessions: ICMI Master minds

Erica Marois is the Content Manager at ICMI. She manages ICMI's robust network of community contributors, hosts ICMI's weekly tweet chats (#ICMIchat), manages the Global Contact Center Awards program and produces content initiatives like the Contact Center Insider weekly newsletter. Follow Erica on Twitter (@EricaMarois) and join her each Tuesday at 1pm ET for #ICMIchat.

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 small 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 & Keynotes: Keynote Address with Fancy Mills | Team Empowerment: How to Reduce Conflict and Deliver an Effortless Customer Experience

As the current Director of Training and Content for ICMI and HDI- Fancy brings over twenty years of experience specializing in consulting, training and human resource development. Her focus is working with support centers and contact centers across various industries to optimize their performance. As a former consultant and Business Associate, she has certified thousands of service and support directors, managers, analysts, technicians, and corporate trainers around the world in virtual and classroom environments. In addition to training, she has developed and facilitated customized curriculum and consulted for Fortune 500 companies in the areas of process improvement, customer experience, quality management, workforce management, presentation, communication, and time management skills. Fancy has also served as a session and keynote speaker for various industry conferences and events. While at HDI 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. Fancy received her Master of Science Degree in Human Resource Development with a specialization in Adult Education from Texas A&M University. She is a published author on generational conflict strategies featured in the 2018 publication "Cultural Impact on Conflict Management in Higher Education" 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 AFF Senior Fellow. She was selected to serve as a Texas A&M Student Representative Commencement speaker for December 2017 graduation ceremonies. As a fifth generation Texan, she lives in Austin, Texas with her husband Kevin, son Mills, and their cat Sparky. She’s an avid sports fan and enjoys rooting for the Texas A&M Aggies and all Dallas sports teams. Her favorite team is anyone that her son is playing on!

Deborah Monroe

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

Deborah is a Master EQ Practitioner Working with all levels of executive leadership, management and individual contributors; Deborah concentrates on integrating humans and process for a balanced working environment. Her aim is to build understanding and empathy creating a positive bottom line through employee and customer retention. Author of "Cutting Through To Success", Deborah's vibrant humor and energy create a down to earth learning environment that will leave you with applicable immediate approaches to people challenges and a smile.

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.

Matt Morey

Strategic Contact Senior Consultant
Sessions: Technology Stations Workshop: Its Time For Action

Matt leverages his 35 years of experience in telecommunications and call centers on every strategy, technology, and operations project. Clients tap Matt's industry expertise and unbiased perspective on a wide variety of projects.

A proven provider of insights on strategy, technology, process improvement and operations. Effectively assesses contact center environments and situations to find the best technology solutions and process improvements to serve the client's needs and objectives

Matt has a BS in Computer Science from Mount Union College and a Six Sigma Green Belt.

Dan Moross

MOO Director of Customer Experience
Sessions: Dont 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, Brian 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 world's largest performing rights organization, BMI. BMI is the music industry's leading PRO representing the biggest names in the music and over 800,000 songwriters. Prior to BMI, Brian served as a Senior Executive for large organizations in health care and financial services. Brian has been a key note speaker for several conferences and advisor for several panels on topics such as customer service, employee/leadership 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.

Courtney Mundell

Zendesk ZenDesk Associate

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.

Scott Newman

Transparent BPO CEO
Sessions: Boost Your Culture by Putting Employee Engagement Metrics to Work

Scott Newman is Co-founder and CEO of Transparent BPO, an outsourced contact center provider with operations in Belize. Before starting Transparent BPO, Scott was the director of operations for a national direct response merchandise lender. There, he oversaw sales, customer service, quality assurance, and default management departments and led the company to a significant increase in customer account assets totaling over $250 million. Scott is a strong leader and team builder with expertise in coordinating offsite contacts centers, agents, and customer account and resources. He holds a bachelor's degree in Business Administration from Le Moyne College in Syracuse, New York.

Leslie O'Flahavan

Sessions: Five Things You Should Stop Writing to Your Customers Right Now

E-WRITE's Leslie O'Flahavan has helped thousands of people learn to write well for online customers. She delivers customized writing courses for frontline agents, social media managers, and contact center managers. She is a problem-solver for all the writing challenges faced by contact centers: email, chat, text, and social media. She helps contact centers train agents to write well, measure the quality of their writing, and rewrite their template libraries. In 2018, she completed an overhaul of customer service writing for a global airline's domestic and international contact centers. Since 2015, Leslie's been on ICMI's "Top 50 Thought Leaders" list

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

Todd Piccuillo

ICMI/ HDI Services Sales Director

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

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.

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!

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. Her team was the recipient of the 2017 ICMI Award for Best QA/Customer Experience Program.

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.

Lauren Pragoff

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

Lauren Pragoff is the Director for Challenger's Service division. In her role, Lauren manages several tailored product offerings designed to help companies grow in their journeys to becoming low-effort service organizations. She oversees product development and business management for the firm's suite of Effortless Experience services, including the Effortless Experience™ Capabilities Builder (for frontline reps) and the Coaching Capabilities Builder (for supervisors), both of which are designed to upskill customer service staff to meet the demands of the modern customer.

Prior to her current role, she helped author numerous research studies for CEB Customer Contact Leadership Council (now part of Gartner) and provided customized advice to member executives to address their most critical customer contact-related challenges. Throughout her decade of research experience, Lauren consulted with customer service and support executives across key decision areas including: customer effort, quality assurance and coaching, frontline staff skills, service-to-sales strategies, IVR technology, remote agent programs, customer loyalty, and the multi-channel customer experience.

Lauren was also a principal contributor to the 2013 book, The Effortless Experience (Penguin Books).

M-C Reid

Appian Senior Solutions Consultant

M-C Reid has 18 years of experience architecting enterprise applications and consulting with businesses on how to stay ahead of the innovation curve in today's digital economy. He has professional experience in software development, devops, mobile and information security, cloud architecture, and digital transformation. His latest professional focus is in how to leverage the power of low code to enable contact centers to easily and quickly make powerful solutions that are tailored to the needs of their organization.

Originally from Charleston, SC, he received is B.A. in Computer Science from Boston University and is M.A. in Software Development from Brandeis University.

Timothy Richter

Twilio Senior Product Marketing Manager

Tim Richter is Senior Product Marketing Manager for Twilio Flex. He has 15 years of experience in the telecommunications industry in product management and product marketing roles. He has a wife and two daughters and wishes he could spend more time sailing on San Francisco Bay.

Marco Ritchie

The Hershey Company Unified Communications

As part of The Hershey Company’s Workplace Solutions team, Marco’s extensive experience in leading and managing large-scale, far-reaching system implementations make him a pivotal member of Hershey’s customer experience program. Over his career, he has been increasingly responsible leadership roles in project management, telecommunications, network support, administration, operations and design involving multi-platform operating systems. Marco has been instrumental in the development of the strategy, design, architecture, and implementation of innovative changes to business processes and organizational structure at numerous companies including The Hershey Company, Commonwealth of Pennsylvania Agencies, Rite Aid and the Tampa Bay Buccaneers.

Justin Robbins

Talkdesk Senior Manager, Content Marketing
Sessions: Scoreless QA: How to Focus on Behaviors and Forget About The Numbers | Judge Judy CX Edition: The Case Against NPS | The Pizza Party Problem - Why Incentives and Rewards Fail

Justin Robbins is a customer service expert, professional speaker, and business consultant that helps contact center and customer service teams develop quality assurance, coaching, and training programs that drive sustainable performance improvement. 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 focuses on creating meaningful content, workshops, and programs for contact center and customer experience professionals. He is a frequent author of industry articles and reports, a professional member of the National Speakers Association and featured expert for the New York Times, NBC Nightly News with Lester Holt, Fox News, and numerous other media outlets.

Michele Rowan

Customer Contact Strategies President
Sessions: Work at Home: 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 the winner of the Ron Muns Lifetime Achievement Award, was named one of HDI's Top 25 Thought Leaders in Technical Support and Service Management for 2016 and 2017, and has served on HDI's strategic advisory board. He is co-founder and Managing Partner of MetricNet, LLC, where he is responsible for global strategy, product development, and client engagement delivery. As a leading expert in benchmarking and re-engineering, Mr. Rumburg 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 iconic companies as American Express, Intel, Coca Cola, and Emory Healthcare.

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.

Twitter handle: @MetricNet

LinkedIn URL:

Megan Selva

ICMI & HDI Group Content Manager
Sessions: ICMI Master minds

Noreen Sendelbach

TELUS International Director, Human Resources
Sessions: How to Create an Agent Recruiting Machine

Noreen Sendelbach is a Senior Human Resources (HR) professional with an extensive background in HR leadership. She is a proven and capable leader able to construct and deploy HR practices to optimize support of the business. As an HR leader, she has a proven track record for understanding the business and creating value while promoting team member engagement.

As Director of Human Resources for TELUS International, Noreen Sendelbach is proud to be responsible for hiring, motivating and inspiring TELUS International team members in North America to help reach their full professional and personal success. A large part of her responsibility is to support the business through attracting and retaining the best talent in the business, allowing TELUS International to consistently meet and exceed our clients' expectations.

Noreen has over 18 years of successful progressive HR leadership supporting Non-Profit, Retail, Automotive, Finance, and Business Process Outsourcing organizations. She holds a Bachelor's degree in Political Science and a Master's degree in HR Management. She has also furthered her passion for learning by obtaining her Senior Professional in Human Resources (SPHR) certification from HRCI and the Society for Human Resources Management - Senior Certified Professional from SHRM.

Born and raised in Saint Elizabeth, Jamaica, Noreen is one of eight children and loves being a part of a big family. She currently resides in Atlanta, Georgia with her husband and her seven and nine-year-old daughters. When she is not working, she enjoys spending time with her family traveling to new and exciting places.

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 Senior Director Customer Success

Vicky Soulimiotis

Chick-fil-A Director of Customer Care & Listening
Sessions: Integrating Quality and Customer Insights to Maximize Strategic Value

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 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.

Dale Sturgill

EmployBridge Vice President of Call Center Operations
Sessions: Agents Rejoice as New Innovation Eases Their Effort

Jeff Toister

Toister Performance Solutions, Inc. President
Sessions & Keynotes: High Performance Management: Getting the Most Out of 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 customer service books including Getting Service Right: Overcoming the Hidden Obstacles to Outstanding 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. Feedspot has 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.

Jason Wieser

8x8 Director of Customer Experience Consulting

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.

Victoria Yunger

Zendesk ZenDesk Associate

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.

Attendee Testimonials

What Attendees Are Saying About Contact Center Expo


I loved it! It was my first ICMI conference and I learned something useful every single day! Most of all I loved having the chance to talk "shop" with other centers to learn best practices.

Jo Henry
Team Captain , Dorel Juvenile

Attending the ICMI Conference provides the ability to meet others who share the challenges inherent in Contact Centers. It is informative and an opportunity to share knowledge and "war stories".

Claire Neumann
Customer Service Manager , The General Insurance

By attending as a group, we were able to attend different sessions during each block and share our notes in order to get the most out of the conference.

Evan Watson
Documentation Specialist , AICPA

This conference was a game changer for me. There were so many concepts around metrics and coaching that we have been trying to implement, and those same concepts were discussed here. I was able to take what we have already done, mix in some of these amazing ideas from the conference, and build something that will totally change our contact center for the better!

Haley Birdyshaw
Sponsor and Donor Relations Operations Analyst , Compassion International

There is always something we can do better to help our customers and it is good to share best practices with others that live in your world.

Kathy Liatos
Member Services Manager , Christian Care Ministries

I learned so much and I have come back to my contact center with new enthusiasm and great ideas for improvement.

Lonnie Gridley
Contact Center Director , Progressive Finance

This was my first ICMI conference and I was very impressed with this event. The keynotes were relevant and amazing; the venue was well organized and used very well; the sessions were valuable not only from content but from crowd participation. I couldn't have picked a better conference to attend for my first contact center conference.

Matthew Bingham
Sr. Manager Customer Care, Technology Services , J. J. Keller & Associates

Attending the ICMI Contact Center Expo & Conference is an extremely worthwhile and energizing experience. I can't recommend it enough!

Michelle Wedding
Associate Manager , Mead Johnson

ICMI conference is a wonderful opportunity to learn about new technology, network with my peers.

Nancy Ellis
Network/Telecommunications Analyst , Vectren Corporation

This was my third straight year attending and I've come away with pages of notes to share with my team when I return. I get so much from the sessions and site tours that all the other stuff feels like a bonus.

Nicholas Woltring
Director of Customer Service , National Guardian Life Insurance

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.

The speakers and sessions were very informative and the conference was extremely well-organized. Just enough time in each session/presentation! Well done ICMI!

Trenyse Briggs
Business Development Manager , Convey Health Solutions

I have been attending these conferences over 8 years and each time they are more informative and enjoyable. I always bring action items back to the agency.

Esther Edmonds
Contact Center Manager , U.S. Government Printing Office

The conference was so valuable; I learned a great deal and made some excellent connections.

Cortney Jonas Burnos
Workforce Management Director , CareCentrix

"Everybody is really happy to share. There's no real competitors here. It's all about sharing knowledge."

Luke Jamieson
Head of Member Services , UniSuper

"This conference was well organized, had excellent speakers, and an engaged audience."

Lindsay Zarr
Customer Solutions Manager , North American Bancard

"Breakout sessions were very informative and learnings can be applied immediately to improve my business."

Rob Ryan
VP Member Services , Life Lock

“The quality of the speakers was excellent and the relevance of the topics was spot on. The keynote speakers were great also. I definitely feel I got my money's worth.”

Susan Litt
Customer Service Manager , Green Shield Canada

"By far the most comprehensive, well planned and content rich contact center event I have ever been a part of."

Luke Jamieson
Head of Member Services , UniSuper

"One of the best conferences I have attended."

Jennifer High
VP Contact Center , Transamerica

“ACCE [Contact Center Expo] has motivated and inspired me to improve myself as a leader in my organization and to help cultivate and encourage myself to help others improve upon themselves as well. I had such as awesome time! The people I met were so friendly and eager to offer help/advise!”

Candace Estanique
Coordinator , Straub Clinic & Hospital

“We have worked with ICMI in the past and had good experiences. [The conference] delivered more than I expected and was so relevant for me and my current position. This was the first conference I have attended since becoming the supervisor of our contact center and it gave me an awesome opportunity to network with people, to learn how people become successful at this job and to see what is available.”

Kelli Detty
Contact Center Supervisor , LES

“The opportunity to learn from others is invaluable. There are so many companies represented, that we are able to learn from each other without worrying about giving away trade secrets! Being able to see how others use their technology is a huge plus- it's nice to hear the challenges others have faced and the creative ways they used the technology.”

Lindsey Weems
Call Center Manager , Pepsi Bottling Ventures

“The conference was well organized and provided a variety of training sessions that I found very valuable. I enjoyed the keynote speakers, as well as being able to discuss best practices with my peers from other call centers.”

Sherri Bramwell
Quality Manager , OptumRx

“Given the opportunity, I will plan to attend again and will encourage others in my area of responsibility to attend as well.”

Sharon Cole
Sr. Analyst , Verizon

“Having the opportunity to learn and share in a variety of settings, whether in a classroom setting that is interactive, networking with peers, or on the exhibit floor by seeing demos and squeezing in another session to take away, culminated into a wonderful experience.”

Steve Wilson
Customer Service Supervisor , Grant & Weber

"You get a lot of feedback and interaction not only from speakers but from your peers. There's a lot of exponential learning and for me that's the enjoyable part of the show."

Dan Blattler
, Cox Communication

It was so well orchestrated and organized and it has such a variety of topics to choose from that no matter what your needs or interests are you will find it at the ICMI conference."

Dawn Mangelsen
, DealerTrack Technologies

"It was amazing to be around so many people in the industry. It was exciting and invigorating. To share my perspective and to get so many other perspectives helped me learn and grow."

Jenny Dempsey

The content was great, the speakers were well prepared and shared relevant information, everything was so well organize and ran so smoothly.

Ruth Hansen
Contact Center Director , TwinStar Credit Union

"A great opportunity to understand emerging issues and trends, technical possibilities, and real-life examples of centers and issues.”

Marc Hassen
Claims Services Director , Auto Club Group

"I really enjoy seeing what other organizations are doing to meet customer expectations. Through the experiences of others, we learn how our business can best adopt new technology and methods of servicing customers to remain competitive."

Kevin Walker
Customer Care Section Manager , Volkswagen Credit

“The quality of the presenters was very good and I learned a lot of valuable takeaways. I have 3 pages of typed notes.”

Jessica Zupfer
Phone Bank Manager , Bremer Financial

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

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

"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

"The keynote presentations were awesome!"

Suzan Gallion
Vice President , RBFCU

"I became a groupie of Lori Bocklund's sessions because I liked her topics and style of presentation so much. She is a wonderful speaker!"

Liz Hansen
IT Technologist , Medtronic

"I met some really great peers and loved the opportunity to share experiences with them."

Coreen Gaffney
Director, Customer Care Team , The Hanover Group

"Networking was tremendous and John Goodman and Joe Bannon are true assets to emerging technology and best practices."

Jason Kean
Manager, Service Assurance ,

"I enjoyed the opportunity to meet others in similar fields or facing similar challenges in their contact centers."

Christine Paeplow
Client Services Manager , Harland Clarke

"The conference sessions were great, and so interactive!"

Mariana Kenny
Quality Assurance Analyst , Entrust Energy

"Lori Bocklund - My favorite presenter in a session - smart, funny and filled with great information. Please keep her on the rotation of speakers at your future conferences."

Jennifer Stowell
Sales Support Supervisor , REI

"I really enjoyed the reception in the exhibit hall as this was a great way to network and see the various products that were available."

Kim Singh
Operations Manager , E-Comm 911