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. ,/p>

Ian Jacobs helps craft the vision and messages for Genesys’ customer experience products. These include Genesys’ voice channels, as well as newer digital channels, including social, Web, email and mobile products and solutions. He explores the intersection of technology, culture and process, as well as the ways consumers embrace and live with new channels. With this mandate, he helps define the direction for future Genesys solutions.

Ian speaks regularly to customers, prospects, partners, press, and analysts about best practices and trends in customer care.

Prior to joining Genesys, Ian held several senior-level analyst positions in the contact center and CRM space. Most recently, he was a principal analyst at Ovum spearheading an effort to focus on business benefits and drivers for customer interaction technologies. He brings with him 20 years’ experience as a marketer, journalist, and analyst in the enterprise software market.

A passionate connector of people, Erica Marois is a customer and employee experience enthusiast who loves helping others find unique solutions to their biggest challenges. She has 12+ years of experience in content creation and community building and volunteers as a facilitator for CX Accelerator. A content marketing specialist with 8x8, Erica works from home in Richmond, VA, where she lives with her husband and their lab-mix, Quinn. Outside of work, she loves cooking, traveling, and reading.