Customer Contact East 2024

Visionary Headliners, Rockstars
and Fab Facilitators

Interested in Becoming or Nominating a Speaker?

Contact Caryn Brown

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.

Namrata Rathore

Namrata Rathore

Assistant Vice President, Patient Contact Center
Orlando Health Medical Group

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.

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

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.

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.

Neal Dlin

Neal Dlin

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

Gary Dunbar

Gary Dunbar

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

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.

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.

Heidi Rote

Heidi Rote

Vice President of Member Relations
Parsley Health

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.

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.

Fab Facilitators

Amy Bouthilet

Amy Bouthilet

Vice President, Global Talent
Alta Resources

With 15+ years of consumer care experience, Amy has a proven track record of increasing employee engagement and, in turn, helping global brands maximize customer experiences. She has made employee engagement a primary focus within her current organization and recent engagement results have classified them as a world class engagement culture. Whether in a corporate support role or in direct management of a consumer care team, Amy has a personal passion to deliver results.

Phil Gray

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.

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.

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