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

Tonya Barkley

Tonya Barkley

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.

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.

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.

MQ Qureshi

MQ Qureshi

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

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.

Jorge Rubi

Jorge Rubi

Vice President Customer Service South Region
Pitney Bowes

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

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.

Edwin Margulies

Edwin Margulies

Chief Evangelist
Nextiva

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.

Juanita Olguin

Juanita Olguin

Senior Director, Product Marketing
Coveo

0
    0
    Your Cart
    Your cart is emptyReturn to Shop
    Continue Shopping
    X