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June 18-22, 2018
The Mirage, Las Vegas

Meet the Speakers

Game Changer Keynote - The "CCW Shark"


Barbara Corcoran
Barbara Corcoran

Best Selling Author and Business Mogul

Keynotes - Main Stage and Track Keynotes


Rex Swords
Rex Swords
Vice President, Pharmacy and Retail Operations and Planning
Walgreens
Dan Burkland
Dan Burkland
President
Five9
Nick Friedman
Nick Friedman
President and Co-Founder
College Hunks Hauling Junk and College Hunks Moving
Dan Gingiss
Dan Gingiss
Author
"Winning at Social Media" & Podcaster
Dan Rood
Dan Rood
VP Product Marketing
Genesys
Kelli Durkin
Kelli Durkin
VP Customer Service
Chewy.com
Janelle Sallenave
Janelle Sallenave
Head of Customer Support North America
Uber
Carol Brolley
Carol Brolley
President of Global Business Service Operations
United Parcel Service (UPS)
Dylan  Astle
Dylan Astle
Chief Operating Officer
DirectBuy
Shep Hyken
Shep Hyken
Chief Amazement Officer
Shepard Presentations, LLC
Jeanne Bliss
Jeanne Bliss
President
Customer Bliss
Jason Bradshaw
Jason Bradshaw
Chief Customer Officer
Volkswagen Group Australia
Tom Karinshak
Tom Karinshak
EVP of Customer Care
Comcast
Josh Ives
Josh Ives
Vice President, Customer Experience
Samsung Electronics

Interactive Discussion Group Leaders


Chris Danson
Chris Danson
Chief Technology Officer
Mattersight Corporation
Sean Ellis
Sean Ellis
Regional Partner Manager - North America CX
Airbnb
Max Yoder
Max Yoder
Co-founder and CEO
Lessonly
Michael Cohen
Michael Cohen
Vice President of Project Management & Operations Support
Macy's
Andy Watson
Andy Watson
Director, Customer Experience Marketing and Operations
Vivint
Greg Cummings
Greg Cummings
Global Channel Sales
NICE Uptivity
Derek Johnson
Derek Johnson
VP of Customer Care
Chamberlain
Hardy Myers
Hardy Myers
CEO
DVS Analytics
Brett Paulson
Brett Paulson
Head of Sales and Marketing
Gridspace
Brian Garr
Brian Garr
Chief Revenue Officer
GoVivace
Dan Puterbaugh
Dan Puterbaugh
Director of Strategic Development
Adobe Document Cloud
Gordon White
Gordon White
General Manager, Americas
Sitel Group
Brian Loveys
Brian Loveys
Program Director
IBM Watson
Arijit Chatterji
Arijit Chatterji
CBO
C-Zentrix
Tarun Gupta
Tarun Gupta
CTI Manager-IT
Adobe
Nour Addine Ayyoub
Nour Addine Ayyoub
Founder & CEO
ZaiLab
Divya Wakankar
Divya Wakankar
Head of Communication Innovation & VoLTE Product Management
BICS
Justin Bagatti
Justin Bagatti
Sales & Business Development Leader – Contact Center Sales
Cisco
Peter Deveaux
Peter Deveaux
Director, Custom Engagements & Innovations, Professional Services
Aspect
Dean Cruse
Dean Cruse
VP, Marketing
Tethr
Bruce Wedderburn
Bruce Wedderburn
Chief Sales Officer
Integrity Solutions
Dennis Menard
Dennis Menard
Chief Technology Officer
ComputerTalk
Brandon Viamonte
Brandon Viamonte
VP, Business Development
ComputerTalk
Manish Sharma
Manish Sharma
Chief Customer Officer
Tenfold
Ross Garretson
Ross Garretson
Vice President, Customer Experience
Hunter Douglas
Cippy Seidler
Cippy Seidler
Director, Consumer Care Center
Banner Health
Tony Medrano
Tony Medrano
CEO
RapportBoost.AI
Heidi Rote
Heidi Rote
Director of North America Sales Center
Jenny Craig
John Heald
John Heald
Global Vice President Solution and Strategy
SAP Hybris Service
Ben Barton
Ben Barton
Sr. Business Consultant, Customer Service
Pegasystems
Mike Asebrook
Mike Asebrook
Director, Product Marketing - Customer Service
Pegasystems
Erin Wilson
Erin Wilson
Sr. Solutions Consultant
Five9
Adam Schmitt
Adam Schmitt
Director, Contact Center Strategy
Macy's Inc
Angela Reed
Angela Reed
Director of Inside Sales & Six Sigma Black Belt
TriNet, Lean Six Sigma Black Belt
Anne Palmerine
Anne Palmerine
Associate VP Customer Engagement & Enrollment Services
UPMC Health Plan
Bill Gessert
Bill Gessert
President
International Customer Service Association
Bill MacBride
Bill MacBride
Senior Vice President of Contact Center Operations
Nutrisystem
Bob Azman
Bob Azman
VP Traveler Services, Americas and Global
Carlson Wagonlit Travel
Bonnie R. Saunders
Bonnie R. Saunders
VP, National Client Service Manager, Treasurmy Management Client Services
Bradley  Sax
Bradley Sax
Global Director of Guest Experiences
Delaware North
Brian Cantor
Brian Cantor
Principal Analyst & CCW Digital Director
Customer Management Practice
Brian Quigg
Brian Quigg
Sales Director
Virtual Hold Technology
Casey Macmillan
Casey Macmillan
Trade Customer Support
Whirlpool Corporation
Chris Arnold
Chris Arnold
Operations Director - Medical Call Lead
Cigna
Corey Robinson
Corey Robinson
Operations Director
Cigna Service
Danielle Kovac
Danielle Kovac
Director, Social Media Strategy and Digital Care Operations
Rogers Communications
Daryl  Unger
Daryl Unger
Vice President Customer Experience
Plated
David  Johnston
David Johnston
Social Media Strategist
Transportation Security Administration
David H. Friedman
David H. Friedman
Director, Automation
American Express
Docia Myer
Docia Myer
Chief Academic Officer
CCW University
Donald  Hicks
Donald Hicks
Vice President User Services
Twitter
Dustin Cheek
Dustin Cheek
Vice President Contact Center
Prime Therapeutics
Harvey  Livingston
Harvey Livingston
Regional Vice President - OBTM-Web Center
AT&T
Holly VandeWalle-Gore
Holly VandeWalle-Gore
Director, Customer Center Training and Quality
Terminix
Janice Walker
Janice Walker
SVP of Risk & Service Operations
Ingo Money Inc.
John Pompei
John Pompei
Head of Player Experience Operations
Electronic Arts
Julie Bicknese
Julie Bicknese
Specialty Supervisor
Mayo Clinic Mayo Medical Laboratories
Ken Sponsler
Ken Sponsler
Senior Vice President
CompliancePoint
Kimberly Warrick
Kimberly Warrick
Director of Client Services
NJ Shares
Kristin  Miller
Kristin Miller
Manager
TriNet
Lance Hood
Lance Hood
VP of Marketing
TRUSTID
Mario Matulich
Mario Matulich
Executive Director
Customer Management Practice
Martin Lampman
Martin Lampman
Director Customer Support Operations, Social Responsibility and Communications
British Columbia Lottery Corporation (BCLC)
Matthew  Ford
Matthew Ford
Deputy Customer Officer
U.S. General Services Administration
Michael DeJager
Michael DeJager
Principal Analyst & Head of Production
Customer Management Practice
Mike  Festa
Mike Festa
Director of Wayfair Next
Wayfair
Panchali Chandrashekar
Panchali Chandrashekar
Head CT Global Customer Experience Hub
Atlas Copco
Paul L.  Turner
Paul L. Turner
Vice President Operations
WebMD
Ranjith Boyanapalli
Ranjith Boyanapalli
Vice President of Product
Flipkart
Richard  Haus
Richard Haus
AVP, Customer Service
The TJX Companies Inc.
Richard Litvack
Richard Litvack
Senior Vice President, Digital Self Servicing
Citi
Rita Dearing
Rita Dearing
Chief Technology Officer
DVS Analytics
Robert  Bird
Robert Bird
Director of Digital Self Service
Netspend Corporation
Ron Lambert
Ron Lambert
Director of Contact Center Product Strategy
West
Ronny Haime
Ronny Haime
VP - Global Head of Service Delivery
Groupon
Shonda  Bowman-Pero
Shonda Bowman-Pero
Director, Global Training & Quality
Match Group
Sue Cloutier
Sue Cloutier
Operations Manager
Mayo Clinic Mayo Medical Laboratories
Terry Lang
Terry Lang
Vice President Retail Customer Contact Center, National Operations Manager
Comerica Bank
Tom DeCarlo
Tom DeCarlo
Managing Director, Head of Client Services, Americas
UBS
Wendy Welser
Wendy Welser
Director, Customer Service Municipal & Commercial Business
Veolia North America
Yalonda Wilson
Yalonda Wilson
AVP, Operations - Shared Services
Voya Financial

Master Classes and Workshops


Carmit DiAndrea
Carmit DiAndrea
VP, Portfolio Market Strategy
Verint
Siobhan Miller
Siobhan Miller
Sr. Director, Portfolio Market Strategy
Verint
Nate Ford
Nate Ford
Speech Analytics Analyst
Allianz Worldwide Partners
Chas Bowman
Chas Bowman
Sr. Technical Sales Consultant
Genesys
Jim Whatton
Jim Whatton
VP Solutions Consulting
Genesys
George Despinic
George Despinic
Product Marketing Manager
Mitel
Brian LaRoche
Brian LaRoche
Marketing Director
CallMiner
Eduardo von Borstel
Eduardo von Borstel
Senior Solutions Architect
CallMiner
Shawndra Tobias
Shawndra Tobias
Senior Director, Customer Experiene
Etech Global Services
Emily Deragon
Emily Deragon
Senior Solutions Manager, Speech Analytics
SiriusXM
Christopher Mulligan
Christopher Mulligan
Founder and Chief Executive Officer
TalentKeepers
Matthew Clare
Matthew Clare
Product Manager & CX Specialist
Mitel, MiContact Center
Omar Recendiz
Omar Recendiz
Senior Manager GMS Training and Communication
TechStyle Group Fashion
Andrew  Olaleye
Andrew Olaleye
Co-Founder
Chatdesk
Drew  Hall
Drew Hall
Director of Customer Experience
ONEHOPE Wine
Matthew Storm
Matthew Storm
Director of Product Marketing, Customer Experience Management
OpenText
Diane Magers
Diane Magers
CEO
Customer Experience Professional Association
Stephen  Bell
Stephen Bell
Senior Director of Product Marketing, Service Cloud
Salesforce
Sowmya  Murthy
Sowmya Murthy
CMO
Seven Lakes Technologies
Jim Iyoob
Jim Iyoob
Chief Customer Officer
Etech Global Services

Site Tour Experience Leaders


Marty DeGhetto
Marty DeGhetto
Chief Operating Officer
TTEC (formerly known as TeleTech)
Judi Hand
Judi Hand
Chief Revenue Officer
TTEC (formerly known as TeleTech)
Ryo Zsun
Ryo Zsun
The Culture Maestro
Zappos Insights
Kim Schrader
Kim Schrader
Creative Figure Maintenance Manager
Madame Tussauds/Midway of North America
Linda  Chandler
Linda Chandler
Resolutions Manager NSC
GES
Sheila  Glenn
Sheila Glenn
Manager of National Service Center
GES
Bob  Balisteri
Bob Balisteri
Senior Director of Call Centers
Hilton Grand Vacations
Carolynn Repie
Carolynn Repie
Sales Executive
GES
Karen Basilotta
Karen Basilotta
Customer Care Supervisor
Las Vegas Valley Water District
Dr. Alisa Mann
Dr. Alisa Mann
Customer Care and Field Services Director
Las Vegas Valley Water District
Tamara  Winyard
Tamara Winyard
Customer Care Director
ProCaps Laboratories
Monica Corral
Monica Corral
Customer Care Center Manager
ProCaps Laboratories
Gabriel  Hewitt
Gabriel Hewitt
General Manager
Madame Tussauds Las Vegas

Executive Club


Fiona Blakesley
Fiona Blakesley
Director of Customer Success Transformation, ProConnect Group
Intuit
John  McCahan
John McCahan
Executive Director, Customer Care
Avon
Janelle  Sallenave
Janelle Sallenave
Head of Customer Support, North America
Uber

Future Leaders Certification Program


Conor Volpe
Conor Volpe
Associate Manager, Service Cloud Product and Community Marketing
Salesforce
Myra Golden
Myra Golden
Customer Experience Designer
Myra Golden Seminars, LLC
Debi Mongan
Debi Mongan
Founder
The Mindful Call Center
Nicole Granucci
Nicole Granucci
Head of Community Marketing
Salesforce
Michael Brandt
Michael Brandt
Group Vice President, Process Excellence Manager Customer Care
ABB Management Services, Ltd.
Troy Mills
Troy Mills
Chief Academic Officer
CCW University
Docia  Myer
Docia Myer
Chief Education Officer
CCW University
Thomas  Dalton
Thomas Dalton
Director, Quality Call Center
HealthCare Partners
Mauricio  Ortiz
Mauricio Ortiz
Manager, Quality Call Center
HealthCare Partners
David Mitzenmacher
David Mitzenmacher
Senior Vice President of Customer Success
ACI Worldwide
Marvin L.  Hamiton
Marvin L. Hamiton
VP Human Resources
Conde Nast
Gene Howell
Gene Howell
Director of Analytics
Advanced Financial

People, Process and Technology Tracks


Alton Harewood
Alton Harewood
CX Solutions Consultant
8x8
Brian Court
Brian Court
Director of End User Support
Intralinks
JIll Feero
JIll Feero
Manager Customer Infrastructure, Customer Relations
NB Power
Ashish Bisaria
Ashish Bisaria
Global Head of Client Advocacy
Alorica
Colleen Beers
Colleen Beers
SVP, Operations
Alorica
Sinead Aylward
Sinead Aylward
IT Director
Adtalem Global Education
Ruby Kandah
Ruby Kandah
Director, Business Applications
DoorDash

Authors


Arnaud de Lacoste
Arnaud de Lacoste
Chief Marketing & Innovations Officer
Sitel

Pavilion


Tom Brennan
Tom Brennan
Director, Customer Service Transformation
ServiceNow
Abhijit Mitra
Abhijit Mitra
VP and GM, Customer Service Management
ServiceNow
Venki Subramanian
Venki Subramanian
Senior Director, Product Management, Customer Service Mangement
ServiceNow
Arnfinn Austefjord
Arnfinn Austefjord
Director, Product Strategy, Customer Service Mangement
ServiceNow
Peter Deveaux
Peter Deveaux
Director, Customer Engagement & Innovations, Professional Services
Aspect
Ludy Morales-Dunning
Ludy Morales-Dunning
Director, Marketing
Genesys
Rian Logan
Rian Logan
Technical Sales Consultant
Genesys
Dan Rood
Dan Rood
VP Product Marketing
Genesys
Ric Kosiba
Ric Kosiba
VP Interaction Decisions Group
Genesys

Meet the Customer


Thoms Long
Thoms Long
Director of Sales and Operations
Soft Surroundings
Sara Ciskie
Sara Ciskie
Director of Sales and Support
Rev.com
Emily Deragon
Emily Deragon
Senior Solutions Manager, Speech Analytics
SiriusXM
Matt Cecil
Matt Cecil
Sr Manager - Chat Strategy
Verizon Consumer Markets
Nancy Perry
Nancy Perry
Associate Director
Verizon Consumer Markets
Ruby Kandah
Ruby Kandah
Director Business Applications
DoorDash
Dinesh Sardana
Dinesh Sardana
Sr. Director, Application Development
Priceline
Lisa White
Lisa White
Director of Expert Operations
Directly
Todd Hixson
Todd Hixson
Director of Workforce Management
VIP Connect
Jill Feero
Jill Feero
Manager of Customer Relations and Infrastructure
NB Power
Eyal Lubin, PMP, ITIL
Eyal Lubin, PMP, ITIL
Service Operations Director
NICE Uptivity
Aarde Cosseboom
Aarde Cosseboom
Director of GMS Technology & Workforce Management
TechStyle
Tarun Gupta
Tarun Gupta
CTI Director
Adobe
John Craven
John Craven
Director Center of Excellence
Cox Communications
Tom DeCarlo
Tom DeCarlo
Managing Director - Americas Head of Client Services
UBS
Nate Ford
Nate Ford
Speech Analytics Analyst
Allianz Worldwide Partners
Joe Busse
Joe Busse
Senior Instructional Designer
TIAA
Robin Gomez
Robin Gomez
Director of Data & Analytics
Radial, a bpost company
Randi Roger
Randi Roger
Marketing Programs Operations
Genesys

Advisory Board


Jeanne Bliss
Jeanne Bliss
President
Customer Bliss
Becky Ploeger
Becky Ploeger
VP, Sales & Service Strategy
USAA
Troy Mills
Troy Mills
Chief Academic Officer
CCW University
Steve Prodger
Steve Prodger
SVP, Customer Experience and Innovation
SmartAction
Jennifer Hanson
Jennifer Hanson
Senior Director, Target.com Guest Services & GiftCard Operations
Target
Mary Beth Jenkins
Mary Beth Jenkins
Chief Operating Officer
UPMC Health Plan
Cheryl China
Cheryl China
SVP, Head Of Contact Center Specialized Teams
Citizens Bank
Heather Magaha
Heather Magaha
SVP, National Client Services Manager
Wells Fargo Bank
Janet Solomon
Janet Solomon
SVP, Head of Client Contact Center and Contact Center Operations
SunTrust
Celika Caldwell
Celika Caldwell
VP Experience Design
AARP
Gabriele  Masili
Gabriele Masili
General Manager, Customer Service & Support
Microsoft
Ronny Haime
Ronny Haime
VP - Global Head of Service Delivery
Groupon
Paul Selby
Paul Selby
Head of Product Marketing
SerivceNow
Gene Lunger
Gene Lunger
Executive Vice President, Retail Operations
Ashley HomeStore
John Pompei
John Pompei
Head of Player Experience Operations
Electronic Arts
Docia Myer
Docia Myer
Chief Academic Officer
CCW University
Kevin Bottoms
Kevin Bottoms
Global VP, Business Development
Telus International
Bob Azman
Bob Azman
VP Traveler Services, Americas and Global
Carlson Wagonlit Travel
Colleen  Beers
Colleen Beers
SVP, Operations
Alorica
Mark Killick
Mark Killick
VP, Care
GrubHub
Wendy Liu
Wendy Liu
VP Customer Experience and Executive Care Response Liaison
Comcast
Shep Hyken
Shep Hyken
Chief Amazement Officer
Shepard Presentations, LLC
Frank Suljic
Frank Suljic
SVP of Enterprise Relations
Mattersight
Kathleen Attinello
Kathleen Attinello
SVP Global Customer Service
Dun & Bradstreet