Sarah Stealey Reed is Director of Content Marketing at Zendesk. She has over 18 years of global expertise in the areas of operations, offshore outsourcing, customer experience, and contact center management. She is an influential strategic leader who has built contact centers from the ground-up, fiscally managed them to support growth, and acted as a turn-around specialist for struggling metrics and employees. Her expertise is in building the operational baseline, while improving and maintaining an exceptional level of customer satisfaction. A consistent and amazing customer experience regardless of location, language, tenure, or channel is her mantra.

She has held positions as the Senior Manager for the Workplace Services Call Center at Deloitte, and also as the Content Director for ICMI, where she was responsible for the editorial content and community strategy for icmi.com. She’s a writer, blogger, and social poster, and often speaks on Customer Support and Emerging Channels at national events and through online webinars.

Sarah can be reached, followed, liked, or shared through:

Twitter: @stealeyreed

LinkedIn

Andrew Maher is a 20 year veteran of the customer experience arena. For over 17 years he has been working with Avaya’s clients across the globe.

He is an award winning leader and speaker in the area of new media and its role within enterprises and their interactions with customers. When consulting with clients Andrew describes himself as B2B2C focused, his concern is of his customer’s customers. As a certified social media strategist he is addressing the CxOs of Fortune 100s to develop with them the needs of this up and coming interaction channel.

Andrew is based in Frankfurt, Germany.

He can most easily be found on Twitter @serviceplease20 where he talks about the Enterprise 2.0, Customer Service and how to tame those digital customer interactions.

Robert helps guide companies toward a world class customer experience program. He has a diversified background in customer surveys using Net Promoter Score, loyalty, and customer satisfaction. His areas of expertise include quality management, product reliability, project life-cycle management and manufacturing, in a high volume, high technology manufacturing and engineering environment.

Prior to joining Avaya, Robert worked for Motorola.

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.