Start Your Engines: How Gamification Can Drive Contact Center Retention, Engagement, and Performance

With over 20 years of experience in providing voice and networking solutions, Vern provides thought leadership on intelligent end point devices to improve customer/agent experiences, decrease average handle times and maximize contact center investments. His team accomplishes this through development opportunities for real-time analytics, diagnostics, agent self-coaching, gamification and by exploring uses cases for artificial intelligence through Jabra's digital devices, integration partners and alliances.

Nate Brown loves two things very much...customer experience and community. Fortunately, these concepts go hand-in-hand! As a community builder, Nate co-founded CX Accelerator in 2018. Quickly growing to well over four thousand members, this vibrant collection of CX leaders is helping one another to maximize their career and accomplish remarkable things in service to others.

As a Customer Experience executive and consultant, Nate has built up contact centers from scratch, anchored complex CX functions, and helped to foster exceptional employee-customer connections in dozens of organizations. He's worked in a variety of industries including gaming, SaaS, technology, retail and healthcare for brands such as CHEP, WB Games, UL, and Sunbasket. Nate serves as the Head of Education and Enablement for Metric Sherpa.

Shortly after authoring The Ultimate CX Primer, Brown was dubbed the “CX Influencer of the Year” by CloudCherry, and a top global CX thought leader by ICMI, CX Network, Exceeders, Netomi, and MartechVibe to name a few. Nate was voted "most impactful influencer in the CX landscape for 2023" by Kustomer. He has been widely recognized for a unique ability to infuse energy and excitement into the work of CX for employees at all levels of the organization. When not "CX'ing, Brown is a competitive disc golfer, certified pickleball instructor, husband and 2X girl dad.

Kunal began his career as a Big Data architect/Enterprise architect for companies such as HP, Deloitte, Vodafone and Accenture. This led him to discover his true passion—developing call center solutions that drive agent engagement. Kunal formed Datagamz in his garage 4 years ago and went on to win a Stevie Bronze Award given for start-up innovation. Since then, Datagamz has experienced tremendous growth with 60+ enterprise customers all over the globe and over 10,000 users.