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.

Hosted By:

Heidi Rote
Vice President of Member Relations
Parsley Health
 
Why You Should Listen to Heidi:
Heidi is a seasoned sales leader with over 20 years of experience, known for her expertise in process improvement and call center implementation. She has a proven track record in reducing member churn, implementing AI to enhance customer interactions, and driving significant growth.

Rockstar Insight:

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

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.

 

Panelists Include:

Matt Goldsmith
Senior Vice President Member Services
Digital Federal Credit Union
 
Why You Should Listen to Matt:
Bio is forthcoming.
 
Heidi Rote
Vice President of Member Relations
Parsley Health
 
Why You Should Listen to Heidi:
Heidi is a seasoned sales leader with over 20 years of experience, known for her expertise in process improvement and call center implementation. She has a proven track record in reducing member churn, implementing AI to enhance customer interactions, and driving significant growth.

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.

Penelist Includes:

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:

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.

Panelists Include:

Jaysa Boyer
Head, Employer Engagement
Ultimate Medical Academy

Why You Should Listen to Jaysa:
Bio is forthcoming.

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.