2019 Speakers 2019 Speakers

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Chicago, IL | October 28-30, 2019
Hyatt Regency Chicago
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2019 Speakers

Roy Atkinson

HDI Senior Writer/Analyst
Sessions: Tell Us How You Really Feel: Customer Satisfaction Is Not Enough | Debating Data: The Role of FCR in the 21st-Century Contact Center

Roy Atkinson is one of the top influencers in the service and support industry. His blogs, presentations, research reports, white papers, keynotes, and webinars have gained him an international reputation. In his role as senior writer/analyst, he acts as HDI's in-house subject matter expert, bringing his years of experience to the community. He holds a master’s certificate in advanced management strategy from Tulane University’s Freeman School of Business, and he is a certified HDI Support Center Manager. Follow him on Twitter @RoyAtkinson.

Jay Baer

Inspirational Expert on Marketing, Word of Mouth and Customer Service
Keynotes: Featured Keynote: Hug Your Haters - How to Connect with and Keep Your Customers

Jay Baer is a Hall of Fame Speaker, New York Times best-selling author of six books, internet pioneer, entrepreneur, and the most inspirational expert on marketing, word of mouth, and customer service.

Jay spent 20 years in digital marketing, consulting for more than 700 companies during that period, including 30 of the FORTUNE 500. His current firm – Convince & Convert – provides social media and content marketing advice and counsel to leading companies such as Oracle, Salesforce.com, California Tourism, Billabong, Hardee's, DOLE and more.

His second book, Youtility: Why Smart Marketing is About Help not Hype, was #3 on the New York Times business best seller list, and a runaway #1 Amazon bestseller. Jay speaks numerous times per year worldwide, and shows how to use technology as an unfair marketing and customer service advantage. As a result, audiences will rethink their approach to marketing and customer service, helping them gain more customers and keep those they've already earned.

Jay's Convince & Convert blog was named the world's #1 content marketing blog by the Content Marketing Institute and is visited by more than 200,000 marketers each month. Jay also hosts and produces the Social Pros podcast, which is downloaded 25,000 times monthly.

A fixture in social media, Jay draws attention to interesting and useful articles, videos, blog posts and events via following on Twitter, Facebook, Linkedin and Google Plus, which number more than 100,000. He is also an active venture capitalist, and is an investor or advisor to more than a dozen early-stage technology and social media companies.

Convince & Convert is the fifth multi-million dollar company Jay has started from scratch. Before his move into digital marketing in 1994 he was a brand marketer and a political consultant, with major roles in state, federal and presidential electoral campaigns.

Befitting his roots in Arizona, Jay is a tequila collector and maintains his allegiance to the teams of his alma mater, the University of Arizona. He lives in the idyllic college town of Bloomington, Indiana, with his wife and children, and travels from Indianapolis to speaking opportunities world-wide.

Stephanie Beal

Unbridled Connect Trainer
Sessions: Unbridled Onboarding: Optimizing Training to Increase Proficiency [CASE STUDY]

Stephanie Beal has been involved in corporate training since 2004. Her experience includes seven years at Sprint training agents on customer service, technical troubleshooting, ticket management, fraud prevention, and social media. She has since worked with Layer3 TV and is currently at Unbridled Connect training call agents.

Rocky Buchta

WebMD Health Services Coaching and Customer Service Manager
Sessions: How 3 Award-Winning Teams Leverage Contact Center KPIs for Success



Colette Carlson

Human Behavior Expert
Keynotes: Featured Keynote: Many Communicate, Few Connect

Colette Carlson is a human behavior expert and CPAE Hall of Fame motivational keynote speaker who inspires organizations and individuals to connect and communicate in real and relevant ways. With wit, humor and sincerity, each of Colette’s presentations weaves together real-life lessons on genuine connection and the tools to leverage those connections for personal and professional success.

With a Master’s Degree in Human Behavior, a fascination with communication trends, and over 20 years of experience in the personal development industry, Colette guides audiences and clients along the fine line between the trendy topics that keep us relevant and the timeless truths that lead to meaningful achievements and relationships.

A Certified Speaking Professional (CSP), a designation held by fewer than 10% of the members belonging to the International Federation for Professional Speakers, Colette has shared her insights, observations and research with thousands of people throughout the world. In 2017, Colette was inducted into the CPAE Speaker Hall of Fame, a recognition that honors professional speakers who have reached the top echelon of career excellence.

Her articles on connection, stress management, sales and leadership have been featured in Success, Business Management Daily, and Working Mother magazines. Clients include Boeing, Microsoft, Cisco, Pepsi, Procter & Gamble, Shell, Great Clips, Davidson Hotels, the and United States Government.

Connect with Colette to inspire and entertain at your next event, training or meeting, as she shares the keys to forming and sustaining authentic connections that drive productivity, engagement and collaboration.

Kaye Chapman

Comm100 Learning and Development Manager
Sessions: Fantastic Bots and How to Build Them

Kaye is Comm100's Learning & Development Manager, a seasoned contact center executive, an internationally-experienced writer and trainer, and an MA student at University College London.
Kaye has worked with global Fortune 500, government and private firms to advance customer service operations and to embed effective learning and development strategies. As a specialist in contact centers, she has worn the hats of agent, manager, QA specialist and trainer. She is also an expert in shaping and operationalizing CX strategy.
At Comm100, Kaye is at the intersection of technology and training, providing people-centric learning to help organizations handle the fast pace of technological change, and ensuring that agents, managers and exec teams can successfully implement the technology they invest in.
Kaye is a digital communications advocate, a proud millennial, and a tea-drinking British lady. She is a proponent of AI adoption and careful automation to allow us all more time to focus on the customer interactions that really matter.

Brad Cleveland

ICMI Senior Advisor and Founding Partner
Sessions: The Principles of Effective Contact Center Management | 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 Amazon.com 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.

Art Coombs

KomBea Corporation President & CEO
Sessions: Next-Level Leadership: Making Human Connections

Jonathan DeVore

ScreenSteps Customer Success
Sessions: Unbridled Onboarding: Optimizing Training to Increase Proficiency [CASE STUDY]

Jonathan DeVore began his career as a CPA with a big four accounting firm in Washington, D.C. There, he consulted Federal Government security programs and provided training to security professionals who were implementing new standards. In 2013, Jonathan joined his brothers at ScreenSteps, a software platform for creating company universities, and is currently the Director of Customer Success.

Neal Dlin

Chorus Tree Chief Customer Obsessed Officer
Sessions: Mapping the Employee Experience to Improve the Customer Experience



Billie Durden

Meadows Regional Medical Center Director, Patient Access & Care Connect
Sessions: Starting from Scratch: The Journey to Build and Optimize a Small Contact Center [CASE STUDY]

Billie Sue Durden has 30 years experience as a business and healthcare operations manager with a focus in business operations, healthcare management, human resource management, data and statistical research/analysis, and training/staff development. Her specialties include human resource management, business operations/administration, Physician Practice management, healthcare administration, project management, data research/analysis, training/staff development, contract compliance, accounts receivable and collections, payroll & benefit administration. More recently over 2 years' experience in small contact center management. Billie Sue holds a MBA and a Masters in Management from Bellevue University. She is happily married with two children and six grandchildren. Her hobbies include scrap booking, reading, and playing her Nintendo Switch!

Wendy Fowler

ICMI Business Associate
Sessions: FULL DAY ICMI Training: Workforce Management Principles



Murphy Fraser

Skillshare Customer Experience Manager
Sessions: It's Time to Prioritize Inclusivity and Employee Wellbeing in the Contact Center



Bob Furniss

Bluewolf, an IBM company VP, Smart Contact Centers,
Sessions: The Future of Engagement: What You Need to Know

Bob Furniss VP, Service Cloud Practice, Bluewolf, an IBM Company For more than 38 years, Bob's career has focused on helping companies improve their customer experience. As VP, Global Service Cloud Practice, he and his team drive 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 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 twitter.com/bobfurniss 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 HondurasProject, a children's charity located in Tegucigalpa. He is actively involved in the support of breast cancer awareness among young women in honor of his daughter.

Beth Gauther-Jenkin

Gopher Sport Vice President, Customer Care
Sessions: Supporting Employee Growth: Developing a Successful Career Path [CASE STUDY]



Andrew Gilliam

Western Kentucky University ITS Service Desk Consultant
Sessions: Sticking to Policy and Procedures Without Killing the Customer Experience

Andrew Gilliam is a passionate customer experience innovator, 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™. Andrew was named one of ICMI's Top 50 Thought Leaders of 2018 and is an ICMI Featured Contributor. He loves connecting with the community on Twitter (twitter.com/ndytg) and LinkedIn (linkedin.com/in/andytg).

Todd Gladden

ICMI Business Associate
Sessions: FULL DAY ICMI Training: Contact Center Strategy



John Goodman

CCMC, Customer Care Measurement & Consulting Vice Chairman
Sessions: Beyond Efficiency and Cost Savings – Preparing Technology Recommendations Based on Customer Impact



Chris Hanna

Evolving Management Management Coach
Sessions: How To Have Success With Knocking Down Walls and Silos

Chris Hanna was a 2018 ICMI Mover & Shaker in the category of Workforce Manager. In 2019, he joined ICMI's Featured Contributor panel providing resources for the contact center community. Passionate about developing high-potential talent and leaders, he is a Management Coach, providing resources and solutions at Evolving Management. He believes that if leaders prioritize the employee experience and engagement, then it is much more effective to exceed expectations with the customer experience, allowing growth, profits, and most importantly, shared success to follow.

Vicki Herrell

Society of Workforce Planning Professionals Executive Director
Sessions: "The Power of One" in the Contact Center

Vicki Herrell serves as the Executive Director of the Society of Workforce Planning Professionals (SWPP) and has been at the helm of the association since its inception in 2002. 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 SWPP newsletter, On Target, and the Workforce Management Expert Solutions book. She may be reached at vicki.herrell@swpp.org.

Al Hopper

Black Rifle Coffee Company Customer Experience Manager
Sessions: Debating Data: The Role of FCR in the 21st-Century Contact Center



Hale Jay

Midwest Contact Center Association Founder & Board Member
Sessions: MWCCA Chicago Chapter Launch



Chelsey Johnson

Gopher Sport Education and Quality Supervisor
Sessions: Supporting Employee Growth: Developing a Successful Career Path [CASE STUDY]



Sheri Kendall-duPont

Wayfair Training Manager
Sessions: It's Time to Prioritize Inclusivity and Employee Wellbeing in the Contact Center



Katie Krier

Point B Principal
Sessions: Asking for Project Funding?: The Top 5 Things Executives Need to See

Katie Krier is a Contact Center executive who has spent nearly 30 years developing and delivering solutions for operations on three continents. Having spent her career in both advisory and operations roles, Katie has developed a breadth of skills and insight into contact solutions that focus on integrated solutions that deliver people, process, technology, metrics and operational improvements.

Tracey Lawrence

Grand Family Planning Founder
Sessions: It's Time to Prioritize Inclusivity and Employee Wellbeing in the Contact Center



Brian Leeson

Alberta Pension Services Manager, Member Services
Sessions: Learning in Real-Time: Stopping Complaints Before They Happen [CASE STUDY]

Brian Leeson is the manager of Member Services for Alberta Pensions Services (APS) in Edmonton, Alberta. With a focus on innovation, collaboration, and leveraging best practices, Brian’s experience working in contact centers for Dell Technologies and Alberta Health Services has helped shape the strategy that led to the APS’s successes during a major organizational transformation: Next Generation. Brian is a proud contact center leader, and he attributes the success he’s had to the teams he’s worked with.

Randy LIttleson

NICE inContact CMO & SVP of Global Expansion
Keynotes: Keynote: Scaling a Customer Centric Culture

Randy Littleson is Chief Marketing Officer and Senior VP of Global Expansion at NICE inContact. In this role, Randy is responsible for the direction, strategy and overall management of NICE inContact’s marketing efforts. Randy has amassed over 28 years of executive-level marketing experience within the software industry, most recently as Senior Vice President of Marketing with Flexera Software. During his time with Flexera, Littleson was a senior member of the executive team with global responsibility for marketing, product management and corporate development. Randy brings a wide range of marketing experience in the enterprise software space to NICE inContact and a progressive track record of accomplishments. He has held executive level roles with product management and marketing responsibilities at Kinaxis, Interface Software, InstallShield Software, Spyglass, Inc., and Palindome. He holds an MBA from the Keller Graduate School of Management at DeVry University and a BS in Computer and Communication Sciences from the University of Michigan.

Danielle Maravelas

Logistics Health Incorporated Experience Designer
Sessions: The Power of Modernized UI: Improving the Employee Experience While Cutting Costs [CASE STUDY]

Danielle Maravelas is all about advocating for users and improving their experience through re-imagination and technology improvements. She is an Experience Designer and software application Product Owner with Logistics Health Incorporated, a company dedicated to delivering innovative healthcare solutions for our nation's Military and Veterans. She leads teams that develop new technologies that bring better care, faster to those who serve our country. Her experience spans across the Healthcare Industry as well as the agency world where she has worked for companies such as The Mayo Clinic and XumaK, an Adobe Business Partner.

Fancy Mills

Group Training and Content Director, ICMI
Sessions: FULL DAY ICMI Training: Small Contact Center | Selecting a New Vendor: An ICMI "How To" Guide



Tim Montgomery

Alamo City STAT Principal Consultant
Sessions: Building the Contact Center You Always Wanted to Work For: The CSG Story

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.

Travis Nichols

Moxie Pest Control Director of Operations
Sessions: The Best of the Best: How Moxie Pest Control Attracts and Retains "A Players" [CASE STUDY]

Travis is the Director of Operations for Moxie Pest Control. His responsibilities and expertise include building and developing national teams, writing and implementing operational processes, and creating and organizing performance reports and scoreboards. He is passionate about business and employee development and is an active consultant in several local entrepreneurial groups. Travis earned his MBA from Arizona State University. When not working, he enjoys spending time with his wife and 2 kids in Mesa, Arizona.

LESLIE OFLAHAVAN

E-WRITE Founder
Sessions: Live Chat: The Channel Is Mature, but Chat Quality Is Not Good Enough | How to Deliver Consistent Communication in an Omnichannel World

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

Jerri Pigg-Shoemake

WPS Government Health Solutions Manager, Customer Service
Sessions: How 3 Award-Winning Teams Leverage Contact Center KPIs for Success



Justin Robbins

8X8 Content Marketing Strategist
Sessions: How to Find Your Most Meaningful Metrics | Ask the Experts: Mastering Your Metrics

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 research, articles, and best practice content, 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.

Rebecca Roemen

TTEC Senior Consultant, CX Strategy & Operations
Sessions: Nobody Puts the IVR in the Corner: Give It the Attention It Deserves!

Becky Roemen has deep-rooted passion for customer experience strategy, technology, and operations. She's an accomplished leader of digital, operational, and customer experience transformations. Becky launched her career in technical marketing before serving as a contact center systems engineer, and quickly became an advocate for customer-centric design. Becky has been recognized as an ICMI Top 50 Thought Leader and her articles can be seen in several trade publications. Currently serving as a Senior Consultant of CX Strategy & Operations at TTEC Digital, Becky helps organizations of every shape and size rise above their most complex customer experience hurdles. Follow Becky on Twitter (twitter.com/BeckyRoemen) and connect with her on LinkedIn (linkedin.com/in/becky-roemen/).

Jeff Rumburg

MetricNet, LLC Managing Partner
Sessions: Are Your Performance Targets on Target? | Ask the Experts: Mastering Your Metrics | From Good to Great in 9 Months: Kinecta Credit Union's Success Journey [CASE STUDY]

Jeff Rumburg is co-founder and Managing Partner of MetricNet, LLC. He was awarded the Ron Muns Lifetime Achievement Award by HDI for his contributions to the IT Service and Support industry. He has authored a best-selling book on Benchmarking, and has published more than 100 whitepapers on Contact Center Best Practices. He has also been retained as a contact center expert by more than half of the Global 2000, including such well-known companies as HP, Intel, General Motors, IBM, and American Express. Equally broad is his industry experience, which includes contact center project management and benchmarking for virtually every major industry. Prior to co-founding MetricNet, Mr. Rumburg was president and founder of The Verity Group, an international management consulting firm specializing in benchmarking and competitive analysis. As president of The Verity Group, Mr. Rumburg launched a syndicated benchmarking service that provided contact center benchmarks to more than 1,000 corporations worldwide. Additionally, Mr. Rumburg has held executive positions at META Group, and Gartner. As vice president at Gartner, Mr. Rumburg led a project team that reengineered Gartner’s global benchmarking product suite. And as vice president at META Group, Mr. Rumburg’s career was focused on Contact Center Benchmarking and reengineering. Mr. Rumburg's education includes an M.B.A. from the Harvard Business School, an M.S. magna cum laude in Operations Research from Stanford University, and a B.S. magna cum laude in Mechanical Engineering. He is author of A Hands-On Guide to Competitive Benchmarking: The Path to Continuous Quality and Productivity Improvement, and has taught graduate-level engineering and business courses.

Aaron Schwarzberg

Learning Tribes Chief Operating Officer
Sessions: Foster Growth and Empowering Education: The Role of Learning Curation at Sitel Group [CASE STUDY]

A strategic leader and collaborative driver in the L&D/eLearning space, Aaron Schwarzberg has 10+ years of expertise in leading global operations, client services, and corporate partnerships for education-centric corporations. Throughout his professional career, Aaron has worked closely, and extensively, with a myriad of senior leaders (CEOs, CLOs, Presidents, and Provosts) helping them to understand the internal learning needs of their respective organizations as well as the needs of their end-users. Aaron began his professional career in the Online Program Management ("OPM") space overseeing Call Center Operations, Enrollment, and Student Success departments. It was in the OPM space that Aaron began to develop a passion for meaningfully impacting learner outcomes. After his time in the OPM space, Aaron became the Executive Vice President of Global Operations for a Learning Management System ("LMS") company, where he oversaw the expansion of the organization to include 1,000,000+ platform users in 8 different countries. It was in this role that Aaron developed interest and expertise in the technological side of L&D. Aaron now serves as COO of Learning Tribes, a global learning and development organization with the mission of empowering teams to deliver the best possible customer experience through customized and innovative learning solutions for greater engagement and development. In addition to supporting the operations, solutions, and marketing divisions, Aaron is responsible for managing the efficiency, effectiveness, and quality of LT's learning solutions delivery. Aaron also designs and implements business operations, systems, and processes, while expanding the team with an intentional focus on culture and client outcomes. Aaron received his Bachelor's Degree from the University of Denver, his JD from Nova Southeastern University, and his MBA from New England College.

Amas Tenumah

Better Experience Founder
Sessions: The Future of Engagement: What You Need to Know

Amas Tenumah has been helping organizations use customer experience as a competitive advantage for almost 20 Years. Over the last 5 years, he has advised clients like The Honest Company, MoneyGram, Fastly, and many others on improving the customer experience using technology and optimizing processes. He is an author and speaker focused on helping contact Centers become more effective.

Jeff Toister

Toister Performance Solutions, Inc. President
Sessions: High-Performance Management: Getting the Most Out of Contact Center Agents | How to Be a Contact Center Superhero | The Secrets of Onboarding: Helping Agents Thrive in Your Culture

Jeff Toister is a former contact center trainer and manager. He's the author of three customer service books including The Service Culture Handbook. More than 140,000 people on six continents have taken one of his training programs on LinkedIn Learning (a.k.a. Lynda.com), including "Running Company Onboarding." 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.