June 24 - 28, 2019
The Mirage, Las Vegas

Meet the Speakers

2019 Speakers


Deborah Alvord
Deborah Alvord
Director of Customer Experience Worldwide Services
Lenovo
Grace Arrazcaeta
Grace Arrazcaeta
Enterprise Transformation Lead
Celebrity Cruises
Amanda Askins
Amanda Askins
Assistant Director Call Center Operations
Wynn Las Vegas
Bob Azman
Bob Azman
Board Member
CXPA
Jared Benesh
Jared Benesh
Executive Director of Contact Center Technology / Product Strategy
Quicken Loans
Nicole Bladzik
Nicole Bladzik
Director of IT
GreenPath
Meghan Borsic
Meghan Borsic
Head of UX Research and Design - Consumer Electronics
Amazon
Tom Brennan
Tom Brennan
Global Director, Customer Service Transformation
ServiceNow
Lara Burnside
Lara Burnside
SVP, Patient Experience & Strategy, Chief Experience Officer
JPS Health Network
Dwayne Calder
Dwayne Calder
Managing Director, Insight and Enablement
ATB Financial
Reality Canty
Reality Canty
Experience Researcher
Airbnb
Cathy Cassels
Cathy Cassels
Senior Director Operations
Windham Professionals
Richard Charette
Richard Charette
AVP, Digital Experience Design (DXD) - WF Virtual Channels
Wells Fargo
Sundar Chari
Sundar Chari
Director Customer Experience
Hertz
Sasha Chatani Lucas
Sasha Chatani Lucas
VP and Head of Digital
Verizon Fios
Michael Cronin
Michael Cronin
VP, Global Operations & Support
Openlink
Stuart Discount
Stuart Discount
CEO
PACE
James Dodkins
James Dodkins
Founder and Customer Experience Rockstar
ROCKSTAR CX
Kendall E. Williams
Kendall E. Williams
Director, Member Care
Nationwide
Lexi Emmons
Lexi Emmons
Senior Director, Customer Experience
Bright Horizons
Maureen Fagan
Maureen Fagan
Chief Experience Officer
University of Miami, Miller School of Medicine & University of Miami Health System
Ronda Feague
Ronda Feague
Director Instructional Design Strategy & Contact Center Strategy
Choice Hotels Interactive
Chip Ferris
Chip Ferris
Head of Customer Success
Thomson Reuters
Nina Gines
Nina Gines
Director, Member Services
CerpassRx
Robert Gofourth
Robert Gofourth
VP Operations, Strategy, & Performance
BCBS North Carolina
Chelsea Henry
Chelsea Henry
Director, Product Strategy
Quicken Loans
Tony Hsieh
Tony Hsieh
CEO
Zappos
Shep Hyken
Shep Hyken
Chief Amazement Officer
CCW Influencer
Robbie Kellman Baxter
Robbie Kellman Baxter
The Membership Economy
Author
Henry Kim
Henry Kim
Senior Director, Digital Audiene Engagement
Caesars Enteratinment Corp.
Jamie Lancaster
Jamie Lancaster
VP, Contact Centers and G&A Expense Optimization
Kroger
Lance Ley
Lance Ley
Customer Service Manager
Subzero
Russell Lolacher
Russell Lolacher
Director of Web and Social Media Services
Public Service - B.C. Ministry of Transportation
Casey MacMillan
Casey MacMillan
Trade Manager
Whirlpool
Diane Magers
Diane Magers
CEO
CXPA
Beth Marchetti
Beth Marchetti
Director of Customer Support
Clearent
Donna McNeil
Donna McNeil
COO
GreenPath
Deb Ost
Deb Ost
Telecommunications Call Center Manager
SUNY Onoenta
Jake Peterson
Jake Peterson
SVP, Operations
MoviePass
Marci Rosen
Marci Rosen
Corporate Manager - Customer Experience
Subzero
Kim Rosenlund
Kim Rosenlund
Vice President of Marketing and Customer Experience
United Dental Partners
Thom San Filippo
Thom San Filippo
VP, Customer Service and Experience Design
Dow Jones
Robert Settembro
Robert Settembro
SVP Operations
Elements Massage
Remus Siclovan
Remus Siclovan
Customer Experience Design, Business Application Analyst, IVR/Voice Recognition
MedImpact Health System
Shaun Smith
Shaun Smith
VP, Global Operations
IBM Cloud Platform
Stacy Smith
Stacy Smith
SVP, Contact Center Director
Hancock Whitney Bank
Brent Sparks
Brent Sparks
Director, Self-Service Channels in Global Operations
Paypal
Calvin St. Juste
Calvin St. Juste
Chief Operating Officer
Morgan Stanley
Troy Stevenson
Troy Stevenson
VP & Global Head of Community Operations
Uber
Lisa Stoner
Lisa Stoner
Global Head of Support Operations
Uber
Anita Swamy
Anita Swamy
VP Customer Experience
Manulife
Kristen Swanson, Ed.D
Kristen Swanson, Ed.D
Head of Operations, Google Image Search
Google
Theresa Tisdale
Theresa Tisdale
Former, Vice President
Wyndham Destinations
Kirsty Traill
Kirsty Traill
VP, Customer
Hootsuite
Joshua Tye, CSSGB, CDTP
Joshua Tye, CSSGB, CDTP
Director, Customer Experience
Compass Group
Victor Verastegui
Victor Verastegui
Corporate Vice President
New York Life Insurance Company
Karen Walker
Karen Walker
Director, Customer Care
Anthem
Devon Westerholm
Devon Westerholm
Director of CX
Dropbox

Advisory Board


Becky Ploeger
Becky Ploeger
VP, Sales & Service Strategy
USAA
John Pompei
John Pompei
Head of Player Experience Operations
Electronic Arts
Colleen  Beers
Colleen Beers
SVP, Operations
Alorica
Jeanne Bliss
Jeanne Bliss
President
Customer Bliss
Celika Caldwell
Celika Caldwell
VP Experience Design
AARP
Cheryl China
Cheryl China
SVP Escalations
Citizens Bank
Bruce Eidsvik
Bruce Eidsvik
SVP Field Marketing
Genesys
Lance Gruner
Lance Gruner
Executive Vice President, Global Customer Care
MasterCard
Ronny Haimé
Ronny Haimé
VP - Global Head of Service Delivery
Groupon
Judi Hand
Judi Hand
Chief Revenue Officer
TTEC (formerly known as TeleTech)
Jennifer Hanson
Jennifer Hanson
Senior Director, Target.com Guest Services & GiftCard Operations
Target
Shep Hyken
Shep Hyken
Chief Amazement Officer
Shepard Presentations, LLC
Mary Beth Jenkins
Mary Beth Jenkins
Chief Operating Officer
UPMC Health Plan
Mark Killick
Mark Killick
VP, Care
GrubHub
Gabriele  Masili
Gabriele Masili
General Manager, Customer Service & Support
Microsoft
Brad Nichols
Brad Nichols
Global Customer Service Leader
Dun & Bradstreet
Steve Prodger
Steve Prodger
CRO
SmartAction
Holly Simmons
Holly Simmons
Global Product Marketing, Customer Service Management
ServiceNow
Hui Wu-Curtis
Hui Wu-Curtis
GM, Customer Operations & Strategy
Arizona Public Service
Carla Zuniga
Carla Zuniga
SVP, Operations & Technology
Allstate Insurance Company