Visionary Headliners, Rockstars
and Fab Facilitators
Interested in Becoming or Nominating a Speaker?
Headliners
CK Kerley
Keynoter, Futurist & Instructor – Rutgers Business School
allthingsCK
Powerhouse keynoter, Rutgers Business School Instructor, and Corporate Trainer Christina “CK” Kerley has guided scores of Fortune 500s—and thousands of executives—through 25 years of digital disruptions, revolutions, and reinventions. She’s currently focused on: AI, The Tech Megatrends, and whatever’s coming next. More info at: https://allthingsCK.com
John McCahan
Vice President Customer Care
FTD
John joined FTD in 2019 and was brought in to lead service transformation post-bankruptcy. He brings a broad range of customer centric Contact Center and CX strategic leadership, attained in various industries including; banking, logistics, manufacturing, business services, and retail. He has led customer service transformations for both public and privately held companies. Prior to FTD, John held leadership positions at Avon, Milacron, Fifth Third Bank, Target, and Equifax. John was a paratrooper and served 8 years in the US Army as a Captain on humanitarian and combat missions. Recently, he was named to the “100 Leaders Transforming Customer Experience”.
Aarthi Murali
Executive Vice President
Holman
Rockstar Insights
Chad Anderson
Vendor Manager of Customer Care Operations
Mercedes-Benz USA
Chad has over 25 years of experience in the contact center industry, excelling in developing and managing high-performing teams. His deep knowledge of efficient customer service strategies and innovative technologies has consistently increased customer satisfaction and operational efficiency. Chad’s dedication to continuous improvement and exceptional results makes him a trusted expert in contact center management.
Fred Beason
Director, Customer Service Experience
Aviso Wealth
Customer Engagement Leadership Council Member
Tashonda Betts
Customer Contact Center Manager
Tucson Electric Power
Tashonda is an accomplished subject matter expert in the Utility Industry. She has over 25 years of experience and a deep knowledge of utility processes and how they impact the customer. Tashonda manages a group of approximately 150 employees in multiple facets including Operations, Training, Quality Assurance, Supervision and Customer Service. Her team of employees handle over a million customer phone calls and more than 100,000 customer emails a year. Tashonda maximizes her team’s results through the practices of Shared Leadership, Solution Based Thinking and Pro-achievement. She has also implemented numerous technological and procedural changes to keep abreast within the industry and exceed customers’ needs and expectations.
Jennifer Bloomfield
System Director, Consumer Experience Initiatives
Memorial Hermann Health System
Jennifer is the System Director of Consumer Experience Initiatives for Memorial Hermann, the largest non-profit health system in Houston with more than 36,000 employees and affiliated providers. In this position, Jennifer drives change at a system level, connecting the dots between otherwise siloed teams to create personalized, memorable experiences for patients and staff. With more than 15 years of healthcare leadership experience, Jennifer’s current focus is leading the system through a moments that matter strategy to drive improved, frictionless experiences for all consumers during the key interactions in their health journey.
Scott Campbell
Senior Vice President, Chief Client Experience and Corporate Communications Officer
American National
Customer Engagement Leadership Council Member
As Chief Client Experience Officer, Scott Campbell leads American National’s service center operations, UX/UI practice, client insights program and the company’s strategic innovation efforts. With 25 years of experience, he brings a passion for driving client satisfaction and brand growth through outstanding experiences.
Sebastian Cosgrove
Director, Global Customer Service
Air Canada Cargo
Sebastian started his career as a flight attendant with Air Canada and has held progressively more senior roles within the organization on both the passenger and cargo side of the airline. Sebastian launched Air Canada’s enterprise social media platform and supported in the development of Customer Service at Cargo. Today, the Customer Service department includes multiple Service Centres across Canada and the United States as well as post-customer care.
Jason DaCosta
Senior Vice President, Customer Operations
Alarm.com
Jason is a transformational leader and customer service practitioner, having built contact centers and their operations from scratch to scale. He focuses on building processes and best practices from a foundation of continuous ongoing improvement by pushing teams to deliver “best in the world” outcomes, while identifying opportunities to innovate by leveraging new and dynamic technology.
Clancey Dollard
Director, 24/7 Support Center
University of Arizona
Building teams that improve the lives of their customers is a passion for Clancey. As a Certified HDI Support Center Director, Clancey has the understanding and experience for what it takes to provide meaningful customer experiences. One of his strengths is his deep understanding of small contact center (<100 agents) operations.
Lizeth Foster
Senior Manager, Operator Services Call Center
Harris Health System
Annabel Fuller
Vice President, Customer Care
Paramount+
Carl Gilbert
Vice President Operations
Safe-Guard Products International
Carl is currently Vice President of Operations at Safe-Guard Products International and has over 20 years of experience as a Global Operations and Customer Experience Executive. He has been an integral part of business growth using best-in-market strategies and has a proven track record of business transformation and technology enablement to drive efficiencies and service delivery. Carl’s successful career has spanned several industries including F&I, Food & Beverage, Healthcare, Shipping & Logistics, Financial Services, and Telecommunications.
Kevin Gober
Senior Director, Arena Talent Experience
Miami HEAT
Carl is currently Vice President of Operations at Safe-Guard Products International and has over 20 years of experience as a Global Operations and Customer Experience Executive. He has been an integral part of business growth using best-in-market strategies and has a proven track record of business transformation and technology enablement to drive efficiencies and service delivery. Carl’s successful career has spanned several industries including F&I, Food & Beverage, Healthcare, Shipping & Logistics, Financial Services, and Telecommunications.
Jeff Grant
Senior Technology Consultant, Enterprise Contact Center
Southwest Airlines
Jeff has dedicated his IT career to bringing known and unknown technology and product capabilities to his Customers. It is his goal to align the organizations goals and visions with his products to create the best possible Customer experience. It is a journey. Sometimes there can be turbulence and delays. At the end of the day we all strive to be better than what we were yesterday and to leave our Customers smiling.
Jerry Howe
Vice President of Global Marketplace Support
Turo
With over 30 years in the high-tech sector, Jerry has passionately transformed customer care organizations globally, an obsession evident from pivotal leadership roles at McAfee, Intel, Airbnb, OfferUp, and Turo. Deeply invested in optimizing customer journeys, Jerry focuses on amplifying productivity and profitability, especially within startups and high-growth companies. Beyond building top-tier teams that prioritize culture and collaboration, Jerry is an innovator who has set new standards in holistic customer experience.
Charlene Judge
Senior Director, Digital Product Management
RBC Insurance
Charlene has more than 18 years of experience in the financial services industry and leads a digital product management team at RBC Insurance responsible for the design, delivery, and optimization of digital products across the insurance value chain. Driven by curiosity and inspired by innovation, she has a keen interest in technology, product management, client centricity, process simplification and change management. Charlene is also a member of the Board of Directors for Breast Cancer Canada.
Stephen Lotz
Vice President of Customer Experience
Discover Financial Services
Ben Narramore
Director of Operations/Service Management
PlayStation
Ben is a dedicated and accomplished professional with over 20 years of experience in service management. Currently at PlayStation, Ben directs highly skilled teams in the Network Operations Center, where they implement cutting-edge monitoring tools and manage critical services. The work is characterized by a relentless pursuit of operational excellence and customer-focused solutions. This dedication not only enhances the user experience but also reflects their core value of driving industry standards ever-forward.
Michael Pace
Vice President, Global Member Services and Operations
Virgin Pulse
Tope Sadiku
Strategic Planning Leader – Strategy, Transformation, Agile and Digital Revolution
The Kraft Heinz Company
Ian Schmehl
Operations Vice President – Enterprise Operations
State Farm
Cippy Seidler
Director, Consumer Care Center
Banner Health
Speaking to and working with many diverse contact groups around the world has inspired and enlightened Cippy. It has brought positivity, new ideas and creativity to an already open mind about the importance and truly critical nature of the contact center environments. She has worked most of her career in Retail and Health Care contact centers helping others appreciate why internal and external customer service and brand loyalty begins in the contact center.
Tisa Sinclair
Director, Social Response
AARP
Tisa’s work experience has given her the opportunity to engage in several areas of communications—from public relations to customer care and digital marketing, working for major brands like Delta, CBS, and Accenture. As Director of Social Response for AARP, the nation’s largest nonprofit whose mission is to empower people to choose how they live as they age, Tisa leads the team that forges the ongoing social care strategies, processes, and official responses to members and non-members as they interact with AARP’s digital content.
Vikesh Vaswani
Senior Vice President, Customer Care Strategy and Operations
Altice USA
Michael Wireko
Vice President, Care
Grubhub
Michael is the VP, Care at Grubhub but has a unique background and passion for metrics and analytics. In his decade at Grubhub Michael has led several teams focused on utilizing data and KPIs to drive business impacts across the organization and is eager to share realistic tips on how to integrate data into customer service decision making to drive results.
Fab Facilitators
Matthew Carracher
Chief Operating Officer
AcquireBPO
With a career spanning over two decades in the BPO industry, Matthew brings a wealth of experience and insight to the forefront of customer experience innovation. Matthew is responsible for driving strategy, streamlining operations, and maximizing performance in global HR processes, compliance, and workforce management. His expertise lies in transforming traditional customer service models into dynamic, AI-driven experiences. Matthew has a proven track record of providing invaluable insights and actionable strategies to elevate customer experience to unprecedented levels.
Art Coombs
President & Chief Executive Officer
KomBea
Art has held leadership positions with global firms and their call/BPO centers worldwide for the past thirty-five years. Currently, he is the president and CEO of a company he founded. Art has worked for 20+ years developing and marketing tools that blend human intelligence and automation to improve call center phone interactions.
Phil Gray
Chief Product Officer
Interactions
Phil leads innovation initiatives at Interactions, collaborating with customers and partners to create and operationalize disruptive technology inventions that transform customer experience. He has extensive experience with Conversational AI and customer experience technologies. Prior to joining Interactions, Phil founded and led Versay, a natural language, speech applications company. He also held leadership roles at Nuance and Eloyalty.
Abhinandan Jain
Chief Growth Officer
Startek
Passionate about the role of technology in delivering world-class customer experiences (CX), Abhinandan has been at the cutting edge of digital CX design for more than 25 years. Having enabled hundreds of companies from telecom operators and best-loved retail brands to insurance and healthcare providers to unlock the potential of digital transformation, today Abhinandan is focused on the opportunity technology presents to improve the contact center agent experience to drive employee engagement and deliver a superior CX.
Jaclyn Lo
Senior Customer Success Manager
ProcedureFlow
Jaclyn is a CX leader specializing in onboarding, digital adoption, and change management strategies within Contact Centers. Passionate about employee empowerment and driving sustainable results, her expertise lies in identifying potential roadblocks, managing stakeholders, and implementing effective communication plans to drive successful software implementations.
Edwin Margulies
Chief Evangelist
Nextiva
Edwin is a serial entrepreneur who is passionate about customer experience (CX), usability, and human factors engineering. Over the course of 45 years, he has authored 18 books, many of which focus on customer satisfaction, including “Mastering the Customer Experience,” “How to Audit and Benchmark Your Voice Response System,” and the “Web Site Usability Almanac.”
Sean Minter
Founder and Chief Executive Officer
AmplifAI
Sean is a strategic visionary dedicated to elevating large organizations by harnessing the synergy of AI, people, and processes. Sean believes that people are at the heart of every successful transformation, and that tomorrow’s great transformation will be driven by those augmented by the right technology.
Matt Nelson
Chief Information Officer
Alta Resources
Matt, a seasoned CIO in the BPO space, demystifies the world of AI with clarity and insight. His pragmatic and approachable style, along with his ability to simplify complex technology concepts makes him a welcome voice in learning how to apply innovation to your own organization.
Devin Poole
Senior Product Marketing Manager
Coveo
Devin has been researching and advising executives on customer service and customer experience strategies for the past 15 years as an Analyst at two leading research firms. He writes and speaks on topics such as digital customer service experience, service channel strategy, personalization, AI, the Effortless Experience, and the agent experience. Throughout his career, he has worked across the globe, advising companies from Fortune 50 to technology startups.
Amit Shankardass
Chief Marketing Officer
VXI Global Solutions
Amit has more than 20 years of experience in the CX industry, having steered growth programs for some of the largest BPOs in the world. His experience includes the design of products and services to ensure CX organizations remain impactful today and adapt for tomorrow.
Ian Tempro
Chief Operating Officer
IA Solutions
As an industry veteran with 20 years of experience in steering contact center operations, Ian’s leadership as COO of Insta Answer has been instrumental in incorporating service focused technology to drive improved customer engagement. He is committed to helping brands reach their CX goals and is recognized for his ability to build truly bespoke programs across diverse industries.