Agenda

Abstract:
Has your growth become stale? Business development stagnant? Is your market tapped out? Even if you own 99% market share (and let’s face it, we both know you don’t), there’s still opportunity for 1% more. Instead of looking for new business, why not make your current customers true disciples or evangelist of your brand?
 
Action Items:

• Deploy best practices for an obsession over customer experience
• Be effective, then efficient
• Retain and retrain to drive revenue

Headliner:

Darren Stavely
Vice President, Operations
Corpay

Why You Should Listen to Darren:
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 Insight:

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

Why You Should Listen to Tonya:
Bio is forthcoming.

Fab Facilitators:

Caillin Grosse
Customer Experience Manager
Professional DataSolutions Inc. (PDI)
 
Why You Should Listen to Caillin:
Bio is forthcoming.
 
Scott Schaper
Executive Vice President, Program Operations
Professional DataSolutions Inc. (PDI)
 
Why You Should Listen to Scott:
Bio is forthcoming.
 
Jon Lunitz
Director of Sales
DATAMARK, Inc.
 
Why You Should Listen to Jon:
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.
 

Hosted By:

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

Why You Should Listen to Gary:
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.

Hosted By:

Daniel Burks
Vice President of Sales Operations
America’s CAR-MART, Inc.
 
Why You Should Listen to Daniel:
Bio is forthcoming.

Hosted By:

James Pavlovich
Vice President Customer Experience and Operations
Straumann Group
 
Why You Should Listen to James:
Bio is forthcoming.
 

Abstract:
This session explores the crucial link between customer journey optimization and achieving desired business outcomes. We’ll examine how to strategically align customer journey efforts with overarching business goals to drive impactful results.

Action Items:

• Identify key touchpoints in your customer journey that directly influence desired outcomes
• Develop a measurement framework to track progress and demonstrate the impact of journey optimization on business goals
• Implement strategies to personalize the customer experience at each touchpoint, enhancing engagement and driving conversions

Rockstar Insight:

MQ Qureshi
Head of Direct-to-Consumer Strategy & Sales
Ford Motor Company
 
Why You Should Listen to MQ:
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.
 

Abstract:
Your customers want quick answers and easy issue resolution, but many don’t know about your self-service capabilities. Your mission is to make these powerful tools not just available, but the natural first choice for customer support.

Explore practical and value-driven strategies to optimize your self-service experience and maximize user adoption.

Action Items:

• Analyze the current customer journey and identify the exceptional (and embarrassing) moments
• Design a streamlined self-service experience across your omnichannel
• Drive digital adoption through AI enablement

Fab Facilitator:

Samantha Middlebrook
Vice President of Product Strategy & Marketing
Upland Software
 
Why You Should Listen to Samantha:
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.
 

Abstract:

Delve into a time-proven 8-step discovery process to identify practical plans for implementing automation and workflow enhancements for your contact center.

Action Items:

• Implement a proven approach to teamwork and goal setting, including setting proper expectations between stakeholders and agreeing on overarching workflows, setting the stage for a full discovery project
• Classify transactions into a functional taxonomy, unlocking the ability to analyze customer development through a maturity model focusing on the most meaningful customer experience enhancements
• Create a single source of truth with structured and unstructured data and analyze both volume and complexity to identify key automation and workflow opportunities
• Get familiar with rationalized business policies to streamline operations and implement customer experience templates steeped with proven best practices

Fab Facilitator:

Edwin Margulies
Chief Evangelist
Nextiva

 
Why You Should Listen to Edwin:
Edwin is a serial entrepreneur and has been part of founding teams that have successfully sold their companies to Oracle, Five9, and Nextiva. An inventor and an author with over 40 years of experience in CX, Edwin has gained valuable insights directly from his customers on what constitutes a great customer experience. 

Abstract:
Leaders in organizations today are continuously under pressure to drive better performance, whether that is improving customer loyalty, reducing costs, driving greater adoption of self-service or leveraging AI capabilities. In order to achieve these goals and make them a reality, leaders must first ensure they have the right organization, the right structures, and the right information at their disposal to make the best decisions. This session will help you understand the components that make up this toolkit and strategies to get you there.
 
Action Items:

• Identify key components that are critical to translating high level goals into an operational business plan
• Understand what type of information and routines are needed, and evaluating whether they exist or need to be built
• Evaluate the impacts that your actions will have across the rest of the business and gain buy-in from key stakeholders

Rockstar Insight:

Matt Goldsmith
Senior Vice President Member Services
Digital Federal Credit Union
 
Why You Should Listen to Matt:
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.

Abstract:
Customer service and experience is evolving under the weight of societal, economic, technological, and labor megatrends. Organizations must balance their pursuit of technology with human connections that foster trust and loyalty. This session explores how to anticipate and adapt to these transformations, blending innovation with empathy to create future-ready experiences for both employees and customers.
 
Action Items:

• Anticipate megatrends and adapt to societal, economic, and technological shifts impacting customer service
• Work on balancing human tech to enhance efficiency without losing emotional connections
• Plan for workforce evolution and reshape hybrid work, wellness priorities, and upskilling in the new age

Headliner:

Sean Albertson
Founder & Chief Executive Officer
CX4ROCKS
 
Why You Should Listen to Sean:
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.

Fab Facilitator:

Juanita Olguin
Senior Director, Product Marketing
Coveo
 

Why You Should Listen to Juanita:
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.

Moderator:

Daniel Burks
Vice President of Sales Operations
America’s CAR-MART, Inc.
 
Why You Should Listen to Daniel:
Bio is forthcoming.
 

Panelists Include:

Neal Dlin
Vice President, Customer Service Experience
Aviso Wealth
Customer Engagement Leadership Council Member
 
Why You Should Listen to Neal:
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.
 
Matt Goldsmith
Senior Vice President Member Services
Digital Federal Credit Union
 
Why You Should Listen to Matt:
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.
 
James Pavlovich
Vice President Customer Experience and Operations
Straumann Group
 
Why You Should Listen to James:
Bio is forthcoming.
 
Jorge Rubi
Vice President Customer Service South Region
Pitney Bowes
 
Why You Should Listen to Jorge:
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.

Hosted By:

Nate Brown
Head of CX Advisory
Metric Sherpa

Why You Should Listen to Nate:
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.

Rockstar Insight:

Natalie Beckerman
Global Head | Customer Support Operations
IHG Hotels & Resorts
 
Why You Should Listen to Natalie:
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.
 
Alpa Shah
Global Vice President – CX Practice
Frost & Sullivan
Customer Engagement Leadership Council Member
 
Why You Should Listen to Alpa:
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.

Abstract:

As artificial intelligence (AI) continues to transform customer service, organizations face the challenge of balancing automated solutions with human touch. While AI can streamline operations, provide faster responses, and personalize interactions, it can also frustrate customers when not deployed thoughtfully. From poorly designed chatbots to rigid self-service options, AI has the potential to create friction if it doesn’t align with customer expectations or fail to offer an effective fallback to human agents when needed. In this presentation, we’ll focusing on the key factors that ensure technology enhances, rather than detracts from, the customer experience.

Action Items:

• Augment, Not Replace – streamline customer interactions without losing empathy and problem-solving capabilities
• Personalize and Be Flexible – design your AI systems to adapt to customers’ needs and provide seamless transitions to human support when necessary
• Human Agents in the Age of Automation – while AI handles routine tasks empower your agent to create more meaningful connections with your customers

Rockstar Insight:

Nancy-Ellen Martin
Director of Customer Service
ThredUp

Why You Should Listen to Nancy-Ellen:
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.

Abstract:
Finding the insights that are hidden in all the conversations between your customers and your agents across all channels is crucial. In this session you’ll learn how to leverage these insights to improve the quality of your agents’ conversations and your products and processes.
 
Action Items:

• Ensure your agents understand and are bought into your journey
• Understand the possibilities as well as the limitations of customer interaction analytics
• Be clear about what you want to achieve with the customer insights

Rockstar Insight:

Joep Everts
Senior Vice President Customer Support and Order to Cash
Elsevier
 
Why You Should Listen to Joep:
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.

Abstract:

Investing in leadership development is a long-term strategy that benefits not only the individuals involved but also the entire organization and its stakeholders. Developing the next generation of leaders is crucial for adapting to the constantly evolving business landscape, driving innovation with fresh perspectives, building resilience, fostering a positive culture, meeting the future needs, and ensuring continuity in leadership.

 

Action Items:

• Build trust and respect to truly understand your potential leaders “Rising Stars” drivers and aspirations to find alignment with their and your objectives
• Collaborate to create clear development paths and provide challenging assignments that allows them to hone their critical skills
• Give them autonomy to make decisions while consistently providing feedback and support

Headliner:

Namrata Rathore
Assistant Vice President, Patient Contact Center
Orlando Health Medical Group

Why You Should Listen to Namrata:
With over 20 years of experience in process improvement, and implementing initiatives that have continually drove organizational growth, Namrata is a highly skilled, award-winning Administrative Executive. She has influenced the implementation of system-wide best practice and training initiatives that have had positive impacts on efficiency, productivity, and quality of care. Namz has developed, standardized, and streamlined scheduling workflows, training programs, and quality assurance programs for several specialties and organizations. Her continued passion and drive have always been to create better experiences, with focus inclusive of the consumer, the commodity, the service and team members.

Rockstar Insight:

Jaysa Boyer
Head, Employer Engagement
Ultimate Medical Academy

Why You Should Listen to Jaysa:
Bio is forthcoming.

Abstract:
Contact centers are the cornerstone of exceptional customer experiences, yet they often grapple with the critical issue of talent drain. High turnover rates not only escalate operational costs but also undermine service quality. This presentation delves into proven strategies to attract, retain, and empower top talent, fostering a high-performing contact center workforce.

Action Items:

• Develop impactful engagement and retention programs
• Utilize technology to alleviate workload and prevent burnout
• Create pathways for professional growth and career advancement
• Deploy forward-thinking approaches to boost employee satisfaction, enhance workforce stability, and achieve long-term organizational success

Rockstar Insight:

Arretta Stivers
Director of Client Success
Realtor.com

Why You Should Listen to Arretta:
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.

Rockstar Insight:

Natalie Beckerman
Global Head | Customer Support Operations
IHG Hotels & Resorts
 
Why You Should Listen to Natalie:
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.

The session will be focused on those who want a change, or want to understand how to identify your values, make a change and create your destiny ahead. Discussion will focus on creating a strong set of values, boundaries, and non-negotiables to get you where you want to go.

What’s important to you? What does showing up for you actually look like? This session will be an interactive session on plotting your growth journey. Evaluating how you “show up for yourself” involves reflecting on various aspects of your life. Here are some steps you can take:

• Self-Reflection: Spend some time thinking about your needs and values. Are you prioritizing them in your daily life?
• Assess Your Boundaries: Are you setting healthy boundaries with others? Are you able to say no when needed to protect your time and energy?
• Emotional Check-In: Notice how you feel most days. Are you in tune with your emotions? Do you allow yourself to express them?
• Self-Care Practices: Evaluate your self-care routine. Are you engaging in activities that recharge you, like exercise, hobbies, or relaxation?
• Goals and Aspirations: Are you actively working toward your personal goals? Reflect on whether you’re taking steps to pursue what matters most to you.
• Support Systems: Consider the people in your life. Do you surround yourself with supportive individuals who encourage you to be your best self?
• Mindfulness: Practice being present in the moment. Are you aware of how you feel and what you need at any given time?
• Forgiveness and Compassion: Are you kind to yourself? Reflect on how you respond to mistakes or setbacks.

This session is an interactive panel to meet those who have done this and lived their values.
 

Moderator:

Natalie Beckerman
Global Head | Customer Support Operations
IHG Hotels & Resorts
 
Why You Should Listen to Natalie:
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.
 

Panelists Include:

Colleen Beers
Chief Executive Officer
Athena Vantage Consult

Why You Should Listen to Colleen:
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
Head, Employer Engagement
Ultimate Medical Academy

Why You Should Listen to Jaysa:
Bio is forthcoming.
 
Lisa DeFalco
Founder & Chief Executive Officer
TPG, Inc. & Anna Technologies

Why You Should Listen to Lisa:
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.
 
Nancy-Ellen Martin
Director of Customer Service
ThredUp

Why You Should Listen to Nancy-Ellen:
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.

Hosted By:

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

Why You Should Listen to Christina:
Bio is forthcoming.

Hosted By:

Arretta Stivers
Director of Client Success
Realtor.com

Why You Should Listen to Arretta:
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.

Rockstar Insight:

Natalie Beckerman
Global Head | Customer Support Operations
IHG Hotels & Resorts
 
Why You Should Listen to Natalie:
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.