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Expert Industry Speakers

Roy Atkinson

Roy Atkinson

ICMI Group Principal Analyst
Sessions: Your Metrics Are Talking to You...But Are You Listening? | How to Build Metrics that Sustain Long Term Relationships

HDI's 2019 Lifetime Achievement Award honoree 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 Group Principal Analyst, he acts as in-house subject matter expert for HDI and ICMI, 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

Gerry Barber

Gerry Barber

Pinnacle Financial Partners Client Service Centers Director, SVP
Sessions: New Methods to Hiring in a Challenging Economy

Gerry has spent over 40 years developing best in class sales and service operations across multiple industries, specializing in contact center leadership. Currently, Gerry is Senior Vice President, Client Service Centers at Pinnacle Financial Partners'; a Fortune Magazine 100 best places to work. Since Joining Pinnacle, in April of 2017, Gerry has lead their contact center transformation resulting in the creation of a high performing multi-site contact center operation. Prior to joining Pinnacle, Gerry served as Managing Director of Deloitte's IT, HR and Expense Compliance shared services organization, with centers located in the US and India.

Gerry has served as a guest speaker at numerous contact center industry conferences and has contributed many articles and writings to industry publications. In 2013 Gerry was bestowed a lifetime achievement award from the International Customer Management Institute (ICMI). He is also a past President of the Nashville (Music City) local chapter of the Help Desk Institute (HDI).

Diana Beckman

Diana Beckman

Autodesk Sr. Director, Global Client Services
Sessions: How Does AI Impact Your Contact Center Workforce?

Diana Beckman, Senior Director of Global Client Services at Autodesk, is leading the customer support strategy and front-line experience for our global customers and partners of all industries. Having been with Autodesk for over 8 years, Diana fostered her leadership skills in different functions from business development, sales development, and operations. Prior to Autodesk, she contributed to industry giants such as Microsoft and Cisco. With over 20 years' experience in the IT industry, Diana progressively scaled her career into a global leadership position and catalyst of change. Her critical understanding of the customer experience allowed her to drive a radical evolution and worldwide expansion of her organization to support Autodesk's business model change and the growing demands of millions of customers in a subscription world. As a visionary leader, Diana continues to challenge the status quo and excels us towards being a true Customer Company. She is passionate about promoting a culture of collaboration and empowering employees to be the best possible version of themselves. Diana believes in the art of growing meaningful networks and owning your personal development to achieve your full potential. Diana holds a Bachelor of Science in Computer Science from California Polytechnic State University in San Luis Obispo, California.
Jon Bell

Jon Bell

TriMet Senior Manager, Customer Experience
Sessions: How the TriMet Customer Support Team Added Agents, Hours, and Channels Without Sacrificing Service Quality

Jon Bell is a Senior Customer Experience leader with nearly two decades of experience, including general management of mid- to large-size operations including theme-park management, hospitality, and state government. Jon is currently Senior Manager of Customer Experience at TriMet, Oregon's largest public transportation agency. He directs the Customer Experience branch of Public Affairs, leading department management in addition to a Business Analyst. He works on behalf of the 320,000 riders TriMet serves daily. Prior to TriMet, Jon held CX positions at Airbnb and Apple. He was primarily focused on highly visible and valuable crises, while also collaborating with Senior Leadership to evaluate new employee engagement opportunities. Jon previously served in key leadership roles at Disney Parks & Resorts for nearly ten years, most recently as Guest Experience Manager, leading over 200 front-line employees at the world's most popular vacation destination.
Doreen Berard

Doreen Berard

MOO Director of Customer Services
Sessions: MOOving on up - The Story of Growth From An Award Winning Contact Center

Doreen Berard is Director of Global Customer Service for MOO.

She is responsible for ensuring the MOO MAKEIT values are delivered to every customer every time.

Doreen joined MOO in 2011 with a focus on building a world-class service arena for MOO.

She's relied upon her 20 years of management experience and her "Mom" mindset to grow the MOO team from 1-100.

In 2016, the MOO Service team was awarded Best Small Contact by ICMI and in 2019 they were runner-up for Best Medium contact center.

Prior to MOO Doreen worked at Putnam Investments managing their Retirement Plan Services contact centers.

She is Vice President of the Board of New England Basecamp, an educational non-profit organization in Rhode Island. In her spare time, she can be seen running through her neighborhood with her trusty 4 legged companion - Bentley.

Nate Brown

Nate Brown

CX Accelerator Co-Founder
Sessions: CX Accelerator Bootcamp: The Basics | Judge Judy CX Edition: The Case Against NPS | CX Change Through The Lens Of The Kotter Model

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.
Joseph Clavon

Joseph Clavon

ADT Unit Manager Collections
Sessions: A Journey Through Culture and Workforce Transformation at ADT

Joseph has over 25 years of Collections and Leadership experience. He currently serves as a Unit Manager for the Collections division of ADT Security, the largest security company in North America. Prior to his current role with ADT, Joseph held Senior leadership positions with Ally Financial Services, & Community First Credit Union. In 2018, under Joe's leadership, ADT's Collection Department experienced record setting results in the areas of customer attrition, delinquency and several key performance metrics. Joseph is a 2018 ADT Presidents Circle Award Winner. The Presidents Circle recognizes the top 1% of ADT's 20,000 employees. When not working, Joe enjoys spending time with his wife and two daughters.

Brad Cleveland

Brad Cleveland

ICMI Senior Advisor and Founding Partner
Sessions: The Principles of Effective Contact Center Management | A Journey Through Culture and Workforce Transformation at ADT

Brad is known globally for his contributions to customer strategy and management. He has worked across 45 states and in over 60 countries, and his clients have included many service leaders – American Express, Apple, USAA, Google and others; he's also worked with governments in the United States, Australia, the UK, and Canada. Brad is author/editor of eight books, including Contact Center Management on Fast Forward, which won an Amazon.com best-selling award. Brad was one of the founding partners of the International Customer Management Institute (ICMI), where he now serves as senior advisor. Today he is a busy consultant, writer and speaker.

Barb Corrao

Barb Corrao

U.S. Bank Global Fund Services Vice President, Operations Manager
Sessions: Change Management - From Migraine to Movement

Barbara Corrao leads a Contact Center that services transfer agency clients and their shareholders at U.S. Bank Global Fund Services. Ms. Corrao joined U.S. Bank in 1998 and has led teams within the U.S. Bank Global Fund Services Contact Center since 2001. Ms. Corrao has more than 35 years of financial services industry experience, including extensive experience in operational and compliance audit, leading customer service teams, and assisting clients with servicing solutions. Ms. Corrao earned a Bachelor of Arts degree in Accounting and an MBA from Lakeland University.


Kai Dickens

Kai Dickens

PLAYOLOGY CEO and Founder
Sessions: A Distinguished Culture: Mastering the Art of a Subculture

Coming soon!

Wendy Fowler

Wendy Fowler

Quality Service Solutions Contact Center Expert
Sessions: ICMI Workforce Management Principles - Full Day | 8 Tips for Developing Meaningful Customer Satisfaction Surveys

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 30 years in the contact center industry, she has worked with more than 100 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: Quality Assurance, Workforce Management, Customer Satisfaction, Call Routing, Employee Retention, Recruiting and Hiring, Training & Development and Performance Management.

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

  • Workforce Management Bootcamp
  • Next Level Workforce Management
  • Contact Center Coaching and Quality Form Design Workshops
  • Essential Skills and Knowledge of Effective Contact Center Management
  • Supervisor Leadership Development Series

She is also a guest speaker at many industry events such as ICMI, NECCF and SWPP.

Jaimee Friend

Jaimee Friend

Food and Drug Administration Director, FDA
Sessions: Love Your People, Shape Your Culture, and Drive Success

1. Major US Airline Call Center (16 years) * Crew Scheduling call center * Reservations Management Call Center (Sales and Performance) 2. Food and Drug Administrations Call Center (16 Years)

Beth Gauthier-Jenkin

Beth Gauthier-Jenkin

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

Beth is the Vice President of Sales and Customer Experience with Gopher Sport. She is an experienced contact center leader with a history of success in the sales and service industries. Her specialty strengths include effective operations management, process optimization, and performance management. She serves on the Midwest Contact Center Association board, as well as ICMI's Advisory Board. Team achievements include winning the ICMI Global Contact Center award for Best Small Contact Center in 2018. Among numerous professional certifications, her formal education includes a bachelor's degree in Organizational Management and Communications, and a Master of Arts degree in Leadership and Management from Concordia University-St. Paul, MN.

Sarah Gibart

Sarah Gibart

Gopher Sport Effortless Experience Manager
Sessions: Supporting Employee Growth: Developing a Successful Career Path

Sarah is the Effortless Experience Manager with Gopher Sport. She has 13 years of contact center experience. Her primary objective is to ensure Gopher Sport is the easiest company to do business with. She leads the Customer Care department to provide consistently fast, friendly, easy and right customer experiences, regardless of the service channel utilized. Sarah is a Continuous Improvement Certified Team Member, an ICMI Certified Management Partner, a 2018 ICMI Movers and Shakers recipient, and is proud to be part of the ICMI 2018 Best Small Contact Center award-winning team. Identifying continuous improvement opportunities and eliminating process waste are not only skills she brings to her role, but also her passions.

Andrew Gilliam

Andrew Gilliam

ICMI Associate Analyst
Sessions: Using Surveys and Metrics to Improve Your Contact Center | How to Build Metrics that Sustain Long Term Relationships | Preparing Your Agents for Threatening, Accusatory, and Emergency Calls

Andrew Gilliam is a passionate Customer Experience innovator and change agent, with a background in IT support and customer service. He now serves as one of ICMI's in-house subject matter experts, writing and speaking about trends and best practices in the Contact Center industry. Before joining ICMI, Andrew was among their 2019 Movers & Shakers and Top 50 Thought Leaders for multiple years.

Join Andrew (@ndytg) for #ICMIchat on Twitter, Tuesdays at 1 ET/10 PT; connect with him on LinkedIn; discover more at andytg.com.

G Todd Gladden, CWPP

G Todd Gladden, CWPP

Planmen Consultancy SVP - US Operations
Sessions: How to Build Metrics that Sustain Long Term Relationships | Developing an Effective Customer Access Strategy | Who Is Training the Trainer?

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. Todd is a Senior Certified Business Associate and member of the Advisory Board of ICMI. As SVP 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. 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).
John Goodman

John Goodman

CCMC, Customer Care Measurement & Consulting Vice Chairman
Sessions: Build a Compelling Business Case: Maximizing the Impact of Your Voice of the Customer

Mr. Goodman is Vice Chairman of Customer Care Measurement and Consulting (CCMC). The universal adages, "It costs five times as much to win a new customer as to keep an existing one." and "Twice as many people hear about a bad experience as a good one." are both based on his research. He will report the results of the 2020 National Rage Study, completed in March, 2020, the latest on complaining, service expectations and word of mouth.

Harper Collins published the second edition of his book, "Strategic Customer Service", in March, 2019. He has also published, "Customer Experience 3.0", with the American Management Association in July, 2014. Over the past 40 years, Mr. Goodman has managed more than 1,000 separate customer experience studies for 45 of the Fortune 100 as well as non-profit and government entities.

Chris Hanna

Chris Hanna

Evolving Management Founder
Sessions: Building a World-Class Agent Experience Program | Eliminate Waste and Free Up Capacity to Increase Strategic Value

Chris is the Founder of Evolving Management, where he provides resources to help leaders and organizations evolve their effectiveness to better thrive in today's hyper-competitive market, leaping to new levels of success. In 15+ years of developing and leading teams across various industries that support the customer, from retail, car rental, and customer support, he's learned many lessons. The biggest lesson is that all leaders should continue to evolve their approach and management style. The more one continues to evolve how they manage their career, team, or organization, the harder it is for the competition to replicate what's done well, creating both a moving target and competitive advantage. He's also passionate about sharing his experiences and lessons learned throughout his career with developing unique, game-changing cultures that focused on driving continuous improvement that enhanced both the employee and customer experience. In 2018, Chris was recognized as an ICMI Mover & Shaker in the category of Workforce Manager. In 2019, he also started supporting the ICMI community as a "Featured Contributor" sharing content and resources. In August 2019, he co-facilitated an ICMI webinar on "4 Keys to Improving Agent Satisfaction." He is also a speaker at ICMI Connections in October 2019, speaking about how to knock down walls and silos in an organization successfully. For more information, connect with Chris on LinkedIn and Twitter, or by visiting his website, Evolving Management.
Carla Harris

Carla Harris

Morgan Stanley Vice Chairman, Global Wealth Management and Senior Client Advisor
Keynotes: Featured Keynote: Leadership - Currency, Change and Creating a Powerful Presence

Carla Harris is a Vice Chairman, Managing Director and Senior Client Advisor at Morgan Stanley. She is responsible for increasing client connectivity and penetration to enhance revenue generation across the firm. She formerly headed the Emerging Manager Platform, the equity capital markets effort for the consumer and retail industries and was responsible for Equity Private Placements. In her 30 year career, Ms. Harris has had extensive industry experiences in the technology, media, retail, telecommunications, transportation, industrial, and healthcare sectors. In August 2013, Carla Harris was appointed by President Barack Obama to chair the National Women’s Business Council.

For more than a decade, Ms. Harris was a senior member of the equity syndicate desk and executed such transactions as initial public offerings for UPS, Martha Stewart Living Omnimedia, Ariba, Redback, the General Motors sub-IPO of Delphi Automotive, and the $3.2 Billion common stock transaction for Immunex Corporation, one of the largest biotechnology common stock transactions in U.S. history. Ms. Harris was named to Fortune Magazine’s list of “The 50 Most Powerful Black Executives in Corporate America”, Fortune’s Most Influential List, U. S. Bankers Top 25 Most Powerful Women in Finance (2009, 2010, 2011), Black Enterprise’s Top 75 Most Powerful Women in Business (2017), and “Top 75 African Americans on Wall Street”, and to Essence Magazine’s list of “The 50 Women Who are Shaping the World”, Ebony’s list of the Power 100 and “15 Corporate Women at the Top” and was named “Woman of the Year 2004” by the Harvard Black Men’s Forum and in 2011 by the Yale Black Men’s Forum.

Prior to joining Morgan Stanley, Carla received an MBA, Second Year Honors from Harvard Business School and an AB in economics from Harvard University, Magna Cum Laude. Carla has also received Honorary Doctorates of Laws, Humanities and Business from Marymount Manhattan College, Bloomfield College, Jacksonville University, Simmons College, the College of New Rochelle, St. Thomas Aquinas College and Fisk University, respectively. Carla Harris is actively involved in her community and heartily believes that “we are blessed so that we can be a blessing to someone else.”

She is the past Chair of the Board of the Morgan Stanley Foundation and of The Executive Leadership Council, and sits on the boards of Sponsors for Educational Opportunity (SEO), A Better Chance, Inc, and St. Vincent’s Hospitals, and is an active member of the St. Charles Gospelites of the St. Charles Borromeo Catholic Church and the Mark Howell Singers. She is a member of the board of overseers of Harvard University and of the board of directors of the Walmart Corporation. Ms. Harris was co-chair of the National Social Action Commission of Delta Sigma Theta Sorority, Incorporated. She has been named to the New Jersey Hall of Fame (2015) and has received the Bert King Award from the Harvard Business School African American Alumni Association, the 2005 Women’s Professional Achievement Award from Harvard University, the Pierre Toussaint Medallion from the Office of Black Ministry of the Archdiocese of New York, the Women of Power Award given by the National Urban League, the Women of Influence Award from The Links, Incorporated and many other awards. In her other life, Carla is a singer, and has released her third gospel CD “Unceasing Praise” (2011) , her second CD, a gospel album titled, “Joy Is Waiting”, was featured on BET Nightly News while her first CD entitled, “Carla’s First Christmas”, was a bestseller on Amazon.com in New York and in record stores, and was featured on the CBS Evening News with Dan Rather in his “American Dream” segment. She has performed 5 sold out concerts at Carnegie Hall. Carla is also the author of the books, Strategize to Win (2014) and of Expect to Win (2009) (Hudson Press).

Vicki Herrell

Vicki Herrell

Society of Workforce Planning Professionals Executive Director
Sessions: Test Your WFO Knowledge – Play WFO Jeopardy!

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. She is also the Executive Director of the Quality Assurance & Training Connection (QATC). She oversees the management of both associations and has guided the groups from a start-up to organizations with over 3500 members around the world. Vicki has over 15 years of experience in the call center industry, serving for many years in the area of client relations and events management for the former TCS Management Group.
Todd Hixson

Todd Hixson

Hulu Capacity Manager
Sessions: Collaborate and Listen - Breaking Down Silos in Your Organization

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.
Jeanie Hoth

Jeanie Hoth

U.S. Bank Global Fund Services Officer, Workforce Optimization Manager
Sessions: Change Management - From Migraine to Movement

Jeanie Hoth is a people person in a numbers job. She has been in the contact center management/operations/customer service business for over 20 years, in various industries and for the last 4 years, workforce management at U.S. Bank Global Fund Services. When she isn't hard at work partnering with her team and Contact Center leadership to promote efficiencies and grow the business, she's a student at Lakeland University working toward her Bachelor's degree in Business Administration. Off time, she's a single mom to her 2 gorgeous daughters, and fur-mom to her 2 obnoxiously cute Yorkshire Terriers.
Julie Johnson

Julie Johnson

NexGen Agency Marketing Director
Sessions: Your Brand Voice - How to Maintain Consistency Across Channels

Juliana received her B.A. in Psychology from DePaul University and her M.B.A, with a Marketing specialization, from Iowa State University. Juliana has been working for over 10 years in the Public Relations/Marketing world. She began her career specializing in Public Relations and Marketing for political clients ranging from Congressmen to Senators to Gubernatorial candidates. Additionally, she served as a frequent commentator on Fox News, CNN, and CNBC. In her role as Director of Marketing at NexGen, Juliana oversees all client outsourced marketing/social media management programs along with NexGen's own marketing.

Michael Kohutich

Michael Kohutich

Hulu Operations Manager, Viewer Experience
Sessions: Collaborate and Listen - Breaking Down Silos in Your Organization

Mike Kohutich is one of the Operations Managers for Hulu Viewer Experience. He has been with Hulu almost from the start-8.5 years. After starting as an advocate on the phones in LA, moving my way up to being a team manager and then relocating to San Antonio he helped launch our current viewer experience hub in San Antonio. Prior worked for Disney as a front-line agent for their online games.

Jon Levenhagen

Jon Levenhagen

American Family Insurance Care Center Performance Director, Sales and Service Operations
Sessions: Automated Quality Management – Why Large Contact Centers Should Pay Attention



Carol Marshall

Carol Marshall

ActivEngage, Inc. VP of Operations
Sessions: Keys to Real Accountability that Drive Results

Carol is the Vice President of Operations at ActivEngage, Inc. and has been helping ActivEngage become an industry leader for the past ten years. Carol's messaging and BDS teams achieve outstanding results because of the culture of accountability she's developed, the associate training she's evolved, and the trends she continues to analyze. She has more than 20 years of automotive industry experience. She has held executive in-store positions such as General Sales Manager. More recently, Marshall held positions with national organizations such as Mazda N.A. and AutoNation as Sales Process Manager and National Manager of eCommerce Field Operations, respectively. A cancer survivor/fighter and a world-class super mom, Carol's strength and resilience only make her a stronger leader.
Mercedes McAndrew

Mercedes McAndrew

Salesforce Senior Product Marketing Manager
Sessions: Trailblazers for the Future - Contact Center Soft Skills and Business Acumen Workshop



Todd Meeks

Todd Meeks

Neustar Director of Risk Product Management
Sessions: Make the First Call Count with Predictive Phone Intelligence

Todd Meeks is a Director of Risk Product Management specializing in solutions to improve how companies interact in with consumers with a focus on 1st and 3rd party collections. Todd recently joined Neustar after spending nine years at CitiGroup as a Senior Vice President of Global Channel Strategies where he solved complex communication problems around outbound dialing, TCPA, and multi-channel communications. Before CitiGroup Todd served in leadership roles at Fifth Third Bank, Broadwing Communications and he started his career at Cincinnati Bell. Todd has a Bachelor of Science in Computer Information Systems from Devry University.

Fancy Mills

Fancy Mills

ICMI Group Product Director, Training and Services
Sessions: ICMI Contact Center Strategy - Full Day | Do You Really Want to Hurt Me?: Engaging Employees in the Contact Center | Delighting Customers with Innovative Customer Experience

As the current Group Product Director, Training and Services, for ICMI, Fancy Mills 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!
Gina Montague

Gina Montague

Infinite Campus Support Services Manager
Sessions: Protecting Your Recruitment Investment by Gamifying Onboarding

Gina Montague is passionate about staff development, process improvement, and creating positive employee & customer experiences. Gina has over 25 years of leadership and service experience and is proud to have a career in the support industry. Since 2010, Gina has had the honor of leading the award-winning support team at Infinite Campus, a software company that is transforming K-12 education. Gina is a presenter at national conferences and other industry events, sharing her lessons learned on a variety of topics related to employee and customer engagement.
Daniel Moross

Daniel Moross

MOO Director of Customer Experience
Sessions: Delighting Customers with Innovative Customer Experience | MOOving on up - The Story of Growth From An Award Winning Contact Center

Dan Moross is Director of Customer Experience at MOO - 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 experience building award winning customer service teams and customer experiences. Now in a more strategic role at MOO, he is driving cross-functional teams to create a culture of customer centricity and improve the customer experience across every touch-point in the customer journey.
LESLIE OFLAHAVAN

LESLIE OFLAHAVAN

E-WRITE Principal
Sessions: Never Send a Phone Form To Do the Job of an Email Form - Adapting Quality Assurance For Written Channels | How the TriMet Customer Support Team Added Agents, Hours, and Channels Without Sacrificing Service Quality | Your Brand Voice - How to Maintain Consistency Across Channels

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, social media, and text. She helps contact centers train agents to write well, measure the quality of their writing, and maintain their libraries 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 (LinkedIn Learning) author of four courses: Customer Service: Serving Customers Through Chat and Text (upcoming), Technical Writing: How to Write a Quickstart Guide, How to Write Customer Service Email and Customer Service: Writing for Social Media. Leslie is the co-author of Clear, Correct, Concise E-Mail: A Writing Workbook for Customer Service Agents.
Jeff Petruso

Jeff Petruso

Anheuser-Busch Manager, CSM, Consumer Connections
Sessions: Small Contact Center in a Large Enterprise - Leveraging Existing Corporate Tools

Jeff Petruso is the Manager of Quality for the Consumer Connections and Insights (CCI) team at Anheuser-Busch (A-B). A 25 year industry professional and consumer advocate, Jeff's career has included all facets of the CCI operation. He has an MBA with and undergraduate degree in Public Relations and is a Level II Certified Cicerone.


Jeff designed and implemented a comprehensive monitoring program using widely available business tools. This best practice provides a road map to quality managers of startups, as well as larger companies with small contact centers, who want to provide valuable coaching to their agents but don't have the capital to invest in advanced technology.


Jeff resides in St. Louis with his wife and three children, he is an avid soccer player and coach who loves talking about his family, the A-B team, sports, and of course…BEER!

Rose Polchin

Rose Polchin

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

Rose Polchin is a Senior Consultant for ICMI. She brings over 25 years of contact center experience, both as an independent consultant and in contact center leadership roles within the financial services and health care industries. During her tenure as senior director of customer service strategies for one of the country's largest health care services organizations, Rose's leadership was instrumental in creating and implementing a common vision, strategy and processes across the company's multi-site contact center network, which helped establish the contact centers as strategic assets for the business.

Rose now continues her commitment to excellence in customer experience through her delivery of ICMI seminars and by partnering with customers on key projects. Her hands-on experience has equipped her with the ability to consult with contact centers on all facets of contact center management from strategic development and deployment of resources to quality program design and employee engagement. Rose's passion and focus is partnering with customers to develop and implement strategies that create value for their respective organizations, customers and employees.

Kristy Powers

Kristy Powers

Navy Federal Credit Union Assistant Vice President, Winchester Operations
Sessions: New Methods to Hiring in a Challenging Economy | Automated Quality Management – Why Large Contact Centers Should Pay Attention



Justin Robbins

Justin Robbins

8x8 Content Strategist
Sessions: So You Want to Promote Your Agent to Supervisor…

Justin Robbins is a customer service practitioner, professional speaker, and consultant who enables organizations to drive sustainable customer experience improvement. Over the course of his career, he's coached and mentored thousands of individuals around the globe on contact center and customer experience best practices. As Content Strategist at 8x8, Justin focuses on creating clear, impactful content, workshops, and programs for contact center, customer experience, and communications professionals. He's authored numerous pieces of research, widely distributed articles, and is a featured expert for mainstream media outlets including the New York Times, NBC Nightly News with Lester Holt, and I Heart Media.
Rebecca Roemen

Rebecca Roemen

TTEC Senior Consultant, CX Strategy & Operations
Sessions: The New MVP: Adopting a Minimal Viable Product Approach For Better CX | Leaning Into Agent Experience: Elevate Your CX With a Deliberate Focus on AX

Becky Roemen has deep-rooted passion for customer experience strategy 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/).
Heidi Rote

Heidi Rote

Jenny Craig Director, N.A. Sales Center
Sessions: Boosting Chat Conversions with Augmented Intelligence



Joan Scazzaro

Joan Scazzaro

Charter Communications Vice President, Customer Care Operations
Sessions: New Methods to Hiring in a Challenging Economy

Joan is currently Vice President, Customer Service Operations for Charter Communications. Charter is a provider of cable, internet, phone and mobile service. Joan is responsible for providing operational support for a Customer Service Call Center in Florida which includes Workforce Planning, Reporting and Analytics, Quality Assurance, Escalation Management, Human Resources, Training Delivery and Leadership and Team Development for call center agents and leaders.

Prior to joining Charter, Joan was Corporate Vice President of Customer Care Operations for Bright House Networks (cable, internet, phone provider), supporting both functional and corporate teams for a network of 14 call centers including Residential and Commercial Care. Joan's experience includes a background in vendor management, process redesign, new hire redesign and the development and support of company-wide quality programs. Joan has a Bachelor's degree in Mass Communications and a Master's Degree in Liberal Arts from the University of South Florida. She has training in both Six Sigma and Project Management and is a 2016 graduate of the Betsy Magness Leadership Institute at the Center for Creative Leadership.

Megan Selva

Megan Selva

ICMI Group Content Director
Sessions: MasterMinds: More Than the Conference Experience



Andrew Stein

Andrew Stein

Chewy Senior Director, Customer Service
Sessions: Delighting Customers with Innovative Customer Experience



Josh Streets

Josh Streets

Scoreboard Group Chief Executive Officer
Sessions: How Mature Is Your Customer Experience?

Coming soon!

Jim Thomsen

Jim Thomsen

Showdown Displays VP of Customer Care
Sessions: Organic vs Artificial Intelligence (OI vs AI)

Jim Thomsen is Vice President of Customer Care for Showdown Displays. Jim is responsible for ensuring the delivery of Legendary Experiences through every customer interaction. His Customer Care team has been recognized the past two years as Top 3 in the nation of their size by the CCW organization. Jim joined Showdown Displays in 2014 and brought with him over 20 years of Contact Center Leadership that has focused on building World Class Contact centers that enhance customer experience, developing highly effective and engaged teams while driving incremental improvements to cost effectiveness. Jim has worked at companies ranging in size from $30M to over $1 billion in revenue.
Jason Tidwell

Jason Tidwell

ADT Unit Manager Collections
Sessions: A Journey Through Culture and Workforce Transformation at ADT

Jason Tidwell is one of the Unit Managers for the Collections division of ADT Security, the largest security company in North America. Jason not only helps lead his department, but partners with operational leaders across all business units to ensure a balance between achieving KPI's and maximizing employee engagement. Prior to his current role, Jason spent nearly a decade leading ADT's Workforce Management group, so he knows what truly drives intraday efficiency. Jason resides in Jacksonville, FL with his wife and daughter, and is a self-confessed craft beer junkie.

Jeff Toister

Jeff Toister

Toister Performance Solutions, Inc. President
Sessions: How to Transform Agent Training with Microlearning | How to Keep Toxic Agents from Ruining Your Culture

Jeff Toister is a former contact center trainer and manager. He's the author of three customer service books including the bestselling The Service Culture Handbook: A Step-by-Step Guide to Getting Employees Obsessed with Customer Service. More than 140,000 people on six continents have taken one of his training programs on LinkedIn Learning (a.k.a. Lynda.com), including "Phone-Based Customer Service." 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.
Chris Vetrano

Chris Vetrano

Lyft Head of Customer Experience
Sessions: Your Brand Voice - How to Maintain Consistency Across Channels | Delighting Customers with Innovative Customer Experience

Chris Vetrano heads up customer experience for bike, scooter, and transit riders at Lyft.

Before leading Lyft's multimodal support experiences, Chris stood up the social media support team for their rideshare business and was integral in the company's global customer support expansion. After a successful career managing national touring artists, digital and media brands, and producing one of the nation's largest independent music festivals, Chris found his calling in developing end-to-end, world-class customer experiences for large brands.

When Chris is not delivering memorable experiences through his team at Lyft, he enjoys traveling and exploring Nashville's growing food scene.

Duncan Wardle

Duncan Wardle

Walt Disney Company Former Head of Innovation & Creativity
Keynotes: Featured Keynote: Customer Experience Magic

Duncan Wardle has ideas that are out of this world. Literally…

The former Vice President of Innovation & Creativity at The Walt Disney Company, Duncan Wardle spent his 25-year career at Disney developing some of their most innovative ideas and strategies. Ideas that would forever change the way the company expands its impact, trains its employees, and solves problems creatively.

What sort of ideas? Instead of asking “How Might We … make more money?” Duncan asked “What If there are no lines in the Disney Parks? No gates at the entrance? No reception desks? No lines for favorite attractions to pay for F&B.”

Fast forward to Disney’s Magic Band, piloted and rolled out across Walt Disney World, eliminating the need to check in at the hotels, waiting to get into a Disney park, lines to ride, etc. Disney’s Magic band has resulted in record revenues and essentially created an open source monitoring of consumer likes and dislikes, informing all future products and services.

“Duncan made a deal to send the one and only Buzz Lightyear up on NASA’s Space Shuttle Discovery”

Duncan Wardle and his team were tasked with leading the creative process for LucasFilms, PixarMarvelDisney Imagineering, Disney Parks and ESPN. Realizing that innovation and creativity were not inherent traits, but

something that could be taught and learned, Duncan founded the Innovation Catalyst Team. This team was used to teach employees across all the Disney properties how to develop their own “thinking toolkit,” which would enable them to strategically and repeatedly create moments of innovation within their business units.

The program was a massive success, and during Duncan’s tenure, the group trained over 5,000 professional and executive Disney cast members. Participants walked away from Duncan’s program with the ability to think more audaciously when solving challenges and create innovative new storylines, products and services throughout the entire Disney universe.

While Duncan Wardle loved the challenge of running the creativity and innovation teams at the world’s most creative company, he understood that his ability to successfully teach others to develop an innovation and ideation toolkit was something that could have a massive impact for people and organizations across the globe. And so, he left to launch his creative consulting company id8, which has

“Participants walked away from Duncan’s program with the ability to think more audaciously when solving challenges”

quickly become one of the top innovation consulting firms in the world, and in the process, has allowed Duncan to share his creative consultant services and innovation workshops to thousands of employees and executives at companies such as FordMcKinseyCoca-ColaNBAAppleJohnson & Johnson and Forbes.

With an infectious energy and playful collaboration, Duncan Wardle pushes executives and their teams to overcome preconceived ideas, act more audaciously, and develop their own innovation “light switch”, which is a method to activate their creative brain and access the ideas that turn ordinary companies into industry leaders.

 

Jeremy Watkin

Jeremy Watkin

8x8 Manager Product Marketing, CCaaS
Sessions: Beyond Bootstrapping Quality | Never Send a Phone Form To Do the Job of an Email Form - Adapting Quality Assurance For Written Channels

Jeremy Watkin is a Product Marketing Manager at 8x8. He has more than 19 years of experience as a customer service professional leading high performing teams in the contact center. Jeremy has been recognized numerous times as a thought leader for his writing and speaking on a variety of topics including quality management, outsourcing, customer experience, contact center technology, and more. When not working you can typically find him spending quality time with his wife Alicia and their three boys, running with his dog, or dreaming of native trout rising for a size 16 elk hair caddis. Be sure to connect with him on Twitter and LinkedIn.

Thomas Woods

Thomas Woods

ADT Director, Collections & Customer Relations
Sessions: A Journey Through Culture and Workforce Transformation at ADT

Thomas Woods serves as Director of Customer Experience & Operations (CX&O) for ADT Security; leading the Collections, Recovery & Customer Relations department. Thomas has over 20 years of progressive call center leadership experience. He brings a wealth of knowledge in the area of continuous improvement using Six Sigma and Kaizen principles. Thomas spent thirteen years with the General Electric company and four years with the Danaher Corporation prior to joining ADT in January of 2016. In four years, he has transformed the Collections & Recovery departments at ADT achieving record setting results in the areas of Customer Attrition Reduction, Delinquency Improvement and Increased Employee Engagement. Thomas was ADT's 2018 Director of the Year and President's Circle Award Winner. The Presidents Circle recognizes the top 1% of ADT's 20,000 employees.

Thomas received his BA from Malone University and his MBA from New York Institute of Technology. He is a certified Six Sigma – Green Belt (General Electric Company Certification 2005).

What our Attendees Are Saying

Attendee Testimonials

"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

"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

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
, Phone.com

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 , AutoTrader.com

"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

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