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


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
Rachel Mills
Rachel Mills
Director, Member Experience
Medavie Blue Cross
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


Michael DeJager
Michael DeJager
Principal Analyst & Head of Production
Customer Management Practice
Julie Bicknese
Julie Bicknese
Specialty Supervisor
Mayo Clinic Mayo Medical Laboratories
Bill MacBride
Bill MacBride
Senior Vice President of Contact Center Operations
Nutrisystem
Danielle Kovac
Danielle Kovac
Director, Social Media Strategy and Digital Care Operations
Rogers Communications
Bradley  Sax
Bradley Sax
Global Director of Guest Experiences
Delaware North
Casey  Macmillan
Casey Macmillan
Director of Customer Experience Marketing
Vivint Smart Home
Bob Azman
Bob Azman
VP Traveler Services, Americas and Global
Carlson Wagonlit Travel
Mike  Festa
Mike Festa
Director of Wayfair Next
Wayfair
Richard  Haus
Richard Haus
AVP, Customer Service
The TJX Companies Inc.
Robert  Bird
Robert Bird
Director of Digital Self Service
Netspend Corporation
Panchali  Chandrashekar
Panchali Chandrashekar
Head CT Global Customer Experience Hub
Atlas Copco (India) Ltd.
Adam Schmitt
Adam Schmitt
Director, Contact Center Strategy
Macy's Inc
Holly  VandeWalle-Gore
Holly VandeWalle-Gore
Director, Customer Center Training and Quality
Terminix
David  Johnston
David Johnston
Social Media Strategist
Transportation Security Administration
Lance Hood
Lance Hood
VP of Marketing
TRUSTID
Kristin  Miller
Kristin Miller
Manager
TriNet
Kimberly Warrick
Kimberly Warrick
Director of Client Services
NJ Shares
Shonda  Bowman-Pero
Shonda Bowman-Pero
Director, Global Training & Quality
Match Group
Anne Palmerine
Anne Palmerine
Associate VP Customer Engagement & Enrollment Services
UPMC Health Plan
Tom DeCarlo
Tom DeCarlo
Managing Director, Head of Client Services, Americas
UBS
Matthew  Ford
Matthew Ford
Deputy Customer Officer
U.S. General Services Administration
Docia Myer
Docia Myer
Chief Academic Officer
CCW University
Wendy Welser
Wendy Welser
Director, Customer Service Municipal & Commercial Business
Veolia North America
Donald  Hicks
Donald Hicks
Vice President User Services
Twitter
Ronny Haime
Ronny Haime
VP - Global Head of Service Delivery
Groupon
Holly VandeWalle-Gore
Holly VandeWalle-Gore
Director, Customer Center Training and Quality
Terminix
Paul L.  Turner
Paul L. Turner
Vice President Operations
WebMD
Dustin Cheek
Dustin Cheek
Vice President Contact Center
Prime Therapeutics
John Pompei
John Pompei
Head of Player Experience Operations
Electronic Arts
Jeffrey M.  Sajdak
Jeffrey M. Sajdak
Assistant Vice President Retirement Readiness Service Center
Voya Financial
Corey Robinson
Corey Robinson
Executive Operations
Cigna Service
Bill Gessert
Bill Gessert
President
International Customer Service Association
Mario Matulich
Mario Matulich
Executive Director
Customer Management Practice
Chris Arnold
Chris Arnold
Operations Director - Medical Call Lead
Cigna
David H. Friedman
David H. Friedman
Director, Automation
American Express
Brian Cantor
Brian Cantor
Principal Analyst & CCW Digital Director
Customer Management Practice
Harvey  Livingston
Harvey Livingston
Regional Vice President - OBTM-Web Center
AT&T
Richard Litvack
Richard Litvack
Senior Vice President, Digital Self Servicing
Citi
Daryl  Unger
Daryl Unger
Vice President Customer Experience
Plated
Martin Lampman
Martin Lampman
Director Customer Support Operations, Social Responsibility and Communications
British Columbia Lottery Corporation (BCLC)
Ranjith Boyanapalli
Ranjith Boyanapalli
Vice President of Product
Flipkart
Terry Lang
Terry Lang
Vice President Retail Customer Contact Center, National Operations Manager
Comerica Bank
Sue Cloutier
Sue Cloutier
Operations Manager
Mayo Clinic Mayo Medical Laboratories
Janice Walker
Janice Walker
SVP of Risk & Service Operations
Ingo Money Inc.
Angela Reed
Angela Reed
Director of Inside Sales & Six Sigma Black Belt
TriNet, Lean Six Sigma Black Belt
Casey Macmillan
Casey Macmillan
Trade Customer Support
Whirlpool Corporation
Bonnie R. Saunders
Bonnie R. Saunders
VP, National Client Service Manager, Treasurmy Management Client Services

Master Classes and Workshops


Christopher Mulligan
Christopher Mulligan
Founder and Chief Executive Officer
TalentKeepers
Matthew  Clare
Matthew Clare
Product Marketing Manager
Mitel
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
Joe Falcone
Joe Falcone
Lead, Medical Digital Solutions
Bristol-Myers Squibb
Matthew Storm
Matthew Storm
Director of Product Marketing, Customer Experience Management
OpenText
Ryan Patin
Ryan Patin
Solutions Consultant
Oracle
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


Kim Schrader
Kim Schrader
Creative Figure Maintenance Manager
Madame Tussauds/Midway of North America
Erica Javellana
Erica Javellana
Zappos Speaker of the House
Zappos Insights
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
Carolyn  Repie
Carolyn Repie
Sales Executive
GES
Karen  Basilotta
Karen Basilotta
Customer Care Supervisor
Las Vegas Valley Water District
Alisa Mann
Alisa Mann
Chief Customer Officer
Las Vegas Valley Water District
Tamara  Winyard
Tamara Winyard
Customer Care Director
ProCaps Laboratories
Monica  Correl
Monica Correl
Customer Care Center Manager
ProCaps Laboratories
Gabriel  Hewitt
Gabriel Hewitt
General Manager
Madame Tussauds Las Vegas

Executive Club


Fiona Blakely
Fiona Blakely
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


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
VP Client Experience
ADP (Automatic Data Processing)
Marvin L.  Hamiton
Marvin L. Hamiton
VP Human Resources
Conde Nast
Gene Howell
Gene Howell
Director, Process Optimization and Dialer Operations
CURO Financial Technologies

People, Process and Technology Tracks


Micah  Peterson
Micah Peterson
AVP of Product Management
ProcedureFlow

Advisory Board


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