Visionary Headliners, Rockstars
and Fab Facilitators

Interested in Becoming or Nominating a Speaker?

Headliners

Sean Albertson

Sean Albertson

Founder & Chief Executive Officer
CX4ROCKS

Sean is a globally respected thought leader, keynote speaker, and advisor with over 25 years of experience transforming customer service and experience strategies for startups to Fortune 200 companies. As the author of the award-winning 4ROCKS: Reduce Effort, Drive Loyalty, Transform the Customer Journey, Sean reveals how to create loyalty-driving experiences at the intersection of technology and human engagement.

Darren Stavely

Darren Stavely

Vice President, Operations
Corpay

As a 20-year veteran in the financial services industry, Darren Stavely is obsessed with customer experience and solving big problems. He has had the good fortune to serve the underbanked as well as the most affluent of clients. Passion for people and building relationships is what makes his energy so contagious and a sought-out speaker in the business community.

ROCKSTAR INSIGHTS

Dr. Tonya Barkley

Dr. Tonya Barkley

Former Chief Employee Experience & Workforce Development
U.S. Department of Veterans Affairs

Natalie Beckerman

Natalie Beckerman

Global Head | Customer Support Operations
IHG Hotels & Resorts

Described as a fixer in the customer experience and customer contact space, Natalie has run top tier, large scale operations driving transformation and change, leading strategy, while conquering operational and service excellence across the Globe. She is known to build new business, increase revenue and turn around performance, while at the same time reenergizing and invigorating businesses and leaders. Natalie has done this in the telecommunications/mobile, Home Services, Hospitality and Fintech/Financial services industries.

Colleen Beers

Colleen Beers

Chief Executive Officer
Athena Vantage Consult

Colleen brings over 30 years of expertise in customer experience and is known for being a formidable leader, helping customers solve their customer experiences goals.

Jaysa Boyer

Jaysa Boyer

Head, Employer Engagement
Ultimate Medical Academy

Nate Brown

Nate Brown

Head of CX Advisory
Metric Sherpa

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. Nate also heads up Advisory Services for Metric Sherpa, a research firm helping organizations to transform customer interactions.

Daniel Burks

Daniel Burks

Vice President of Sales Operations
America’s CAR-MART, Inc.

With over two decades of experience, Daniel is a seasoned professional in customer service leadership, specializing in building high-performing businesses and thriving teams. His diverse background spans Army Aviation, IT Leadership, Product Management, Field Operations, and Corporate Leadership in both Operations and Customer Experience roles. Daniel brings a wealth of knowledge and expertise to any audience.

Lisa DeFalco

Lisa DeFalco

Founder & Chief Executive Officer
TPG, Inc. & Anna Technologies

Lisa founded the Independent Quality Assurance market, introducing the phrase “this call may be monitored for quality assurance”. Opening TPG in 1996, she designed methodologies used by Fortune 500 companies to define “good calls,” now implemented globally in 9 countries, 13 languages, and over 180 million interactions. A 30-year contact center veteran, Lisa chaired the American TeleServices Association, established the industry’s Self-Regulatory Organization, and advanced compliance standards with federal regulators. As CEO of TPG, she led its transformation into an AI-driven firm with the Anna® Conversational Intelligence Platform, revolutionizing call evaluation and behavioral optimization.

Neal Dlin

Neal Dlin

Vice President, Customer Service Experience
Aviso Wealth
Customer Engagement Leadership Council Member

Neal is a human experience (HX) executive with 30 years of expertise in customer and employee experience, known for building award-winning service organizations. A status quo-challenger, Neal inspires leaders to rethink interactions through core human needs, delivering humor, energy, and “a-ha” moments that boost CX and EX results. As the founder of Chorus Tree Inc. and Unsung Heroes Productions, Neal blends personal lessons from overcoming poverty with creative initiatives, having donated over $500K to charity through musical theatre that fosters community and compassion.

Gary Dunbar

Gary Dunbar

Director of Digital Engineering and IT, Customer Care – North America
ENGIE North America

Gary is a proven leader with a deep understanding of Lean Six Sigma, digital transformation, and global supply chain optimization. Gary has spearheaded initiatives resulting in millions in cost savings and significant efficiency gains. He’s passionate about building high-performing teams, fostering a culture of continuous improvement, and leveraging data-driven insights to achieve exceptional outcomes.

Joep Everts

Joep Everts

Senior Vice President Customer Support and Order to Cash
Elsevier

With a background in Finance and Technology, Joep was asked 5 years ago to significantly improve the satisfaction of Elsevier’s customers. By leveraging Interaction Analytics, Elsevier improved CSAT from 86% to 93% and is now capitalizing on the opportunities that GenAI has to offer.

Christina Glogowski

Christina Glogowski

Director of Connected Customer Solutions (CCS) Customer Experience, North America
Straumann Group

Christina brings 17 years of expertise in the software and medical device industries, excelling in sales, training, mentoring, and leading high-performing teams. She has a proven track record of driving success in the field and fostering growth among her teams.

Matt Goldsmith

Matt Goldsmith

Senior Vice President Member Services
Digital Federal Credit Union

Matt has over two decades of experience leading customer support organizations across a wide range of industries. Matt’s breadth of experience includes directly leading both small and large contact centers as well as deep knowledge across all the supporting functions of successful customer support operations. Matt has achieved industry leading results throughout his career while also driving significant gains in efficiency and cost to serve.

Caillin Grosse

Caillin Grosse

Customer Experience Manager
Professional DataSolutions Inc. (PDI)

Charlene Judge

Charlene Judge

Senior Director, Digital Product Design
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. She is also a member of the Board of Directors for Breast Cancer Canada.

Nancy-Ellen Martin

Nancy-Ellen Martin

Director of Customer Service
ThredUp

With 30 Years of Leadership in Customer Service, in the Insurance, Tech, and Retail industries, Nancy-Ellen has a track record of driving exceptional customer experiences across both the tech and retail sectors. Throughout her career, she has demonstrated a unique ability to blend operational excellence with a deep commitment to culture-building and customer satisfaction.

James Pavlovich

James Pavlovich

Vice President Customer Experience and Operations
Straumann Group

Known for his ability to lead teams through successful organization transformations utilizing innovative technologies, James focuses on developing customer-centric metrics and creating empowered teams to make data-driven decisions. Working in high-growth businesses for the bulk of his career, James is currently tasked with making Straumann Group a company that is easy to do business with.

MQ Qureshi

MQ Qureshi

Head of Direct-to-Consumer Strategy & Sales
Ford Motor Company

MQ is a Digital Product, Strategy, and Transformation Executive with a proven track record across industries, leading strategy and execution for companies like McDonald’s, Grainger, and PUMA. Now at Ford Motor Company, MQ serves as Head of D2C Strategy & Sales Acceleration for BlueCruise, Ford’s L2 Hands-Free Driving service. He brings his expertise to help Ford, a 120+ year-old automaker, reinvent itself at the intersection of technology and vehicle innovation.

Jorge Rubi

Jorge Rubi

Vice President Customer Service South Region
Pitney Bowes

With almost 25 years as a very effective leader in customer service, Jorge has demonstrated an uncanny ability to drive positive change within the organization. Jorge’s focus on consistent, transparent, and engaging communication has been the foundation for building cross functional relationships thus effectively building trust with his team and partners. Delivering on that trust has been a key building block of a career filled with success and driving positive change.

Scott Schaper

Scott Schaper

Executive Vice President, Program Operations
Professional DataSolutions Inc. (PDI)

Alpa Shah

Alpa Shah

Global Vice President – CX Practice
Frost & Sullivan
Customer Engagement Leadership Council Member

Alpa has vast professional and volunteer experience in developing business and volunteer organization strategies; analyzing product, regional, and vertical markets; planning and executing events; sales and marketing; writing growth opportunity insights; and, most importantly, creating and inspiring teams to be best in class. Her current area of focus is on CX; she runs think tanks and customer surveys to uncover growth potential for businesses in the CX environment.

Arretta Stivers

Arretta Stivers

Director of Client Success
Realtor.com

Arretta is a seasoned contact center expert with over 20 years of experience as a results-driven operations executive. Known for her strategic vision and leadership excellence, she has spearheaded transformative initiatives that have enhanced revenue, optimized operations, and reshaped organizational architecture across diverse industries. An accomplished public speaker, Arretta shares her insights on driving performance and innovation in contact center management.

Eram Uddin

Eram Uddin

Global Head of Customer Enablement | Ford Pro Intelligence & Charging
Ford Motor Company

Rich Wilder

Rich Wilder

Director, Customer Experience
CHEP

Rich is responsible for the development and execution of the customer experience strategy across all CHEP customers in the US business. He has had the opportunity of working in a number of roles for organizations in small business management, logistics execution, and has supply chain experience across multiple B2B retail and CPG manufacturing industries. Rich is a passionate about improving customer experience as well as considering the delicate balance that the employee experience has on CX.

Fab Facilitators

Jaclyn Lo

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.

Jon Lunitz

Jon Lunitz

Director of Sales
DATAMARK, Inc.

With over two decades of experience in the BPO industry, Jon has developed a keen understanding of both the buyer’s and seller’s perspectives, having led international teams in business development and strategic sourcing. He understands that AI integration is not just about automation but about creating a seamless and enhanced experience for both agents and customers.

Lisa Michaud

Lisa Michaud, Ph.D.

Director, Product Management
Interactions

Lisa has deep expertise in driving exceptional omnichannel customer experiences with conversational AI. She has been a published NLP scientist, an educator, a system architect, and an engineering leader before becoming a product director at Interactions. She is an established thought leader and evangelist on the topics of adaptive, personalized interfaces and the need to create consistent, equitable experiences that maintain context across all channels of communication.

Samantha Middlebrook

Samantha Middlebrook

Vice President of Product Strategy & Marketing
Upland Software

Samantha, the bridge between tech and business teams, is a passionate CX and KM strategist. Her mantra is you can’t throw technology at a business problem and hope it sticks; focusing instead on human-centered design and curating memorable moments for customers through every interaction they have with a business.

Sean Minter

Sean Minter

Founder and Chief Executive Officer
AmplifAI

Sean is a strategic visionary dedicated to the improvement of 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.

Juanita Olguin

Juanita Olguin

Senior Director, Product Marketing
Coveo

With over 15 years of diverse experience, Juanita has successfully led key initiatives, including establishing offshore centers in India and Guatemala, launching innovative solutions, and crafting go-to-market strategies. Juanita is dedicated to helping enterprises navigate advanced technologies while empowering employees to drive meaningful change within their organizations.

Ian Tempro

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.

Ryan Vaughn

Ryan Vaughn

Vice President, Solutions Consulting
Nextiva

Ryan joined Nextiva in 2025 as VP of Solutions Consulting. Before that, he spent a decade at Salesforce leading pre-sales for top Technology customers and another decade in consulting, managing complex cloud technology deployments for global companies. Known for his innovative, results-driven approach, Ryan focuses on improving processes and driving efficiency.

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