Visionary Headliners, Rockstars
and Fab Facilitators

​Powerhouse keynoter, Rutgers Business School Instructor, and Corporate Trainer Christina “CK” Kerley has guided scores of Fortune 500s—and thousands of executives—through 25 years of digital disruptions, revolutions, and reinventions. She’s currently focused on: AI, The Tech Megatrends, and whatever’s coming next. More info at: https://allthingsCK.com

John joined FTD in 2019 and was brought in to lead service transformation post-bankruptcy. He brings a broad range of customer centric Contact Center and CX strategic leadership, attained in various industries including; banking, logistics, manufacturing, business services, and retail. He has led customer service transformations for both public and privately held companies. Prior to FTD, John held leadership positions at Avon, Milacron, Fifth Third Bank, Target, and Equifax. John was a paratrooper and served 8 years in the US Army as a Captain on humanitarian and combat missions. Recently, he was named to the “100 Leaders Transforming Customer Experience”.

Heather is a dynamic customer experience and sales industry expert with over two decades of experience. An award-winning professional and certified NLP practitioner, Heather is also the host of the Say YES Movement podcast, inspiring individuals and organizations to reach their full potential.

Chad has over 25 years of experience in the contact center industry, excelling in developing and managing high-performing teams. His deep knowledge of efficient customer service strategies and innovative technologies has consistently increased customer satisfaction and operational efficiency. Chad’s dedication to continuous improvement and exceptional results makes him a trusted expert in contact center management.

Jennifer is the Director of Customer Experience at Empower Pharmacy, the largest 503A compounding pharmacy and FDA-registered 503B outsourcing facility in the nation, dedicated to personalized medicine. Empower Pharmacy is committed to transforming lives through innovative medications, working collaboratively towards a healthier, happier future for all. In her position, with more than 15 years of leadership experience in healthcare, Jennifer is focused on driving positive customer experiences across the continuum of care.

As Chief Client Experience Officer, Scott Campbell leads American National’s service center operations, UX/UI practice, client insights program and the company’s strategic innovation efforts. With 25 years of experience, he brings a passion for driving client satisfaction and brand growth through outstanding experiences.

Jason is a transformational leader and customer service practitioner, having built contact centers and their operations from scratch to scale. He focuses on building processes and best practices from a foundation of continuous ongoing improvement by pushing teams to deliver “best in the world” outcomes, while identifying opportunities to innovate by leveraging new and dynamic technology.

Travis is an energetic and solutions minded leader, working in the insurance industry for 8 years. Travis leads a team of digital initiative delivery specialists at RBC Insurance responsible for change management, execution, and process design, as well as promotion of digital tools. Expert at executing on complex initiatives and building value for stakeholders to ensure cohesion and adoption and thinking outside the box to find digital solutions to everyday problems.

Marigen is a transformative leader with over 17 years of experience in customer service across diverse industries including finance, insurance, and technology. She has a proven track record of driving organizational success through strategic leadership, process improvement, and operational efficiency. Marigen excels in developing and implementing innovative e-strategies, fostering team excellence, and optimizing human resources. She holds a Master’s degree in human Capital Management and has successfully led teams in complex environments, consistently delivering exceptional results and elevating organizational performance.

Carl is currently Vice President of Operations at Safe-Guard Products International and has over 20 years of experience as a Global Operations and Customer Experience Executive. He has been an integral part of business growth using best-in-market strategies and has a proven track record of business transformation and technology enablement to drive efficiencies and service delivery. Carl’s successful career has spanned several industries including F&I, Food & Beverage, Healthcare, Shipping & Logistics, Financial Services, and Telecommunications.

Jeff has dedicated his IT career to bringing known and unknown technology and product capabilities to his Customers. It is his goal to align the organizations goals and visions with his products to create the best possible Customer experience. It is a journey. Sometimes there can be turbulence and delays. At the end of the day we all strive to be better than what we were yesterday and to leave our Customers smiling.

Aaron has 15 years of varied utility experience. Prior to joining Customer Care in 2017, Aaron served as a Generation Liaison, a Lead Financial Analyst, and a Lead Accountant responsible for SEC reporting. Aaron serves on the boards of directors for the Pima County Community Action Agency and Interfaith Community Services.

With over 3 decades in Contact Center Technology and Operations, Tom has significant experience across Retail, Direct Selling and e-Commerce sectors. He specializes in solving problems, driving long-term value through innovation and delivering complex SaaS/Cloud solutions to the business.

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. Charlene is also a member of the Board of Directors for Breast Cancer Canada.

Stephen has served as a Customer Experience champion for over 30 years and is an accomplished leader and advocate for simplifying the Customer and Employee experience. In his current role, he leads the Customer Experience Office and is responsible for all aspects of service quality delivery and measurement.

Ben is a dedicated and accomplished professional with over 20 years of experience in service management. Currently at PlayStation, Ben directs highly skilled teams in the Network Operations Center, where they implement cutting-edge monitoring tools and manage critical services. The work is characterized by a relentless pursuit of operational excellence and customer-focused solutions. This dedication not only enhances the user experience but also reflects their core value of driving industry standards ever-forward.

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.

Speaking to and working with many diverse contact groups around the world has inspired and enlightened Cippy. It has brought positivity, new ideas and creativity to an already open mind about the importance and truly critical nature of the contact center environments. She has worked most of her career in Retail and Health Care contact centers helping others appreciate why internal and external customer service and brand loyalty begins in the contact center.

Laura brings over 20 years of experience in the Customer Contact Center industry to her role. Within the six years at the organization Laura has been dedicated to enhancing the customer experience. Her passion for the field drives her to seek out innovative strategies to engage and grow both internal and external customers.

With over two decades of experience and a deep passion for enhancing Customer Experience, Vikesh is an accomplished leader in customer service management. In his current role, he spearheads customer care operations across Optimum’s telecommunications portfolio, ensuring exceptional service and satisfaction for their clients.

Brenda is a seasoned call center executive with over 25 years of customer service experience with 15 of those specific to the Contact Center industry. She also has a technical background that was acquired while working in the Information Systems industry for 10 years. Brenda has spent the last 6 years modernizing the contact center through technology implementations coupled with a continuous improvement focus.

Michael is the VP, Care at Grubhub but has a unique background and passion for metrics and analytics. In his decade at Grubhub Michael has led several teams focused on utilizing data and KPIs to drive business impacts across the organization and is eager to share realistic tips on how to integrate data into customer service decision making to drive results.

With a career spanning over two decades in the BPO industry, Matthew brings a wealth of experience and insight to the forefront of customer experience innovation. Matthew is responsible for driving strategy, streamlining operations, and maximizing performance in global HR processes, compliance, and workforce management. His expertise lies in transforming traditional customer service models into dynamic, AI-driven experiences. Matthew has a proven track record of providing invaluable insights and actionable strategies to elevate customer experience to unprecedented levels.

Art has held leadership positions with global firms and their call/BPO centers worldwide for the past thirty-five years. Currently, he is the president and CEO of a company he founded. Art has worked for 20+ years developing and marketing tools that blend human intelligence and automation to improve call center phone interactions.

Greg is the CEO of Liveops, where he leads the company in transforming how businesses manage customer service through flexible, on-demand workforces. With over a decade of executive leadership experience, Greg has been CEO since 2017, driving innovation in remote work solutions. He is also passionate about giving back, dedicating time to volunteering with Boxer Rescue.

Abhinandan is a visionary leader with extensive expertise in leveraging technology disruption, including AI/Gen AI, automation, cloud computing and analytics, across diverse industries. His profound experience in driving digital solutions and revenue growth, coupled with his active engagement in community initiatives and thought leadership, positions him as a compelling voice on customer experience and contact center management.

Edwin is a serial entrepreneur who is passionate about customer experience (CX), usability, and human factors engineering. Over the course of 45 years, he has authored 18 books, many of which focus on customer satisfaction, including “Mastering the Customer Experience,” “How to Audit and Benchmark Your Voice Response System,” and the “Web Site Usability Almanac.”

Lisa holds a Ph.D. in Computer Science and spent more than 20 years in Natural Language Processing research, during which she published and presented in multiple International journals, workshops, and conferences on the topics of NLP and user modeling. She now is an established thought leader and public speaker on the application of conversational AI toward creating excellent customer experiences.

Sean is a strategic visionary dedicated to elevating 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.

Matt, a seasoned CIO in the BPO space, demystifies the world of AI with clarity and insight. His pragmatic and approachable style, along with his ability to simplify complex technology concepts makes him a welcome voice in learning how to apply innovation to your own organization.

David brings over two decades of expertise in global, remote CX outsourcing and technologies. His deep knowledge in predictive workforce planning and flexible service models has helped numerous organizations boost productivity and reduce carry costs, making him a trusted leader in optimizing remote operations.

Justin has over 20 years of experience in customer experience and contact center operations, helping organizations improve interactions and drive measurable growth. As the Founder and Principal Analyst of Metric Sherpa, he delivers strategic insights that bridge the gap between CX solutions and real customer needs.

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.