Speakers and Session Leaders

Stay tuned for more great speakers and session leaders!

Aakrit Vaish, Haptik
Speaker Session: The Full Stack Conversational AI Solution Aakrit Vaish is the Co-Founder & CEO of ...
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Speaker Session:  The Full Stack Conversational AI Solution Aakrit Vaish is the Co-Founder & CEO of Haptik, one of the world’s largest conversational AI companies. Aakrit started the company in 2013 and lead it to a successful strategic investment with Reliance Industries in 2019 in a $100 million transaction. Haptik today processes close to 100 million users annually, has presence across 7 global locations, and counts Oyo Rooms, KFC, Samsung, Coca- Cola amongst its marquee clients. Aakrit invests in startups in the areas of Consumer Internet, SaaS and Direct to Consumer brands. He has been a part of the Entrepreneur 35 Under 35 and Business World 40 Under 40 Lists. Aakrit started his career in San Francisco as the 12th employee at a mobile analytics startup Flurry (exited to Yahoo! in a $280 million deal), after having finished his B.S. in Engineering at the University of Illinois, Urbana Champaign.
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Angela Conti, TD Bank
Keynote Session: Advancing Women in Leadership & Unlocking the Power of Partnership  Angela Conti is ...
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Keynote Session: Advancing Women in Leadership & Unlocking the Power of Partnership Angela Conti is Head of Consumer Payments for TD Bank, America's Most Convenient Bank®. Angela leads the development and execution of Customer-centric strategies for payment products, including debit cards, open loop gift cards, reloadable payment products, digital wallets and person to person payments. She is responsible for the management of key vendor relationships and partners with stakeholders across TD to synergize cross-functional product initiatives. Angela joined the Bank in 2016 and has held product management roles of increasing responsibility within U.S. Bankcard. Leading a cross-functional product team, she developed a robust credit card product suite and implemented a holistic acquisition and engagement strategy to fulfill Customer needs. Angela has 20 years of experience providing product and marketing expertise. With her unique ability to connect Customer insights with data, she creates breakthrough growth strategies with a focus on engaging Customers and inspiring adoption, usage and loyalty. Prior to joining TD, Angela held key leadership roles with J.P. Morgan Chase and Bank of America. Angela earned her Bachelor of Science in Economics with a concentration in Finance from the Wharton School, University of Pennsylvania. She is a graduate of the Consumer Bankers Association Executive Banking School. Angela was awarded with the school’s top honor, the Tem Wooldridge Award, for her outstanding academic performance, high integrity and a strong work ethic. She was also honored by PaymentSource's Most Influential Women in Payments in 2020, recognizing her unique career story and dedication to empowering others across the industry. Angela is an active leader within TD's PA/NJ Women in Leadership council. Angela lives in New Jersey with her husband, their five children and their dog. In her free time, she enjoys mixed media art, painting, sculpting and crafting.
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Ashish Nagar, Level AI
Speaker Session: AI Superpowers for Your Agents to Deliver World Class Customer Service  ...
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Speaker Session:  AI Superpowers for Your Agents to Deliver World Class Customer Service Ashish Nagar is the Founder & CEO of Level AI. Before starting Level AI, he was a product leader in Amazon's Alexa team working on making Alexa answer everyone's questions. He has advised numerous companies on their AI strategy specifically with a focus on Voice AI, natural language understanding technologies. Prior to Amazon, Ashish served as a technology and business leader at multiple Silicon Valley companies. He began his career as a management consultant working with Fortune 500 companies on business transformation at Boston Consulting Group. He earned an MBA and MS in Engineering from Stanford University.
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Brad Nichols, Dun & Bradstreet
Speaking Session: In the Heat of the Battle….What Options Can You Deploy to Ensure Your Customers Can Get Service?  ...
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Speaking Session: In the Heat of the Battle….What Options Can You Deploy to Ensure Your Customers Can Get Service? Brad Nichols is a Customer Service/Experience and Operational management executive with significant international leadership experience across all aspects of B2B Customer Service, financial information delivery and insurance services. A world-class problem solver and inspirational change agent, Brad has diverse capabilities, an empowerment-based style, and results-driven approach. His passion lies in helping companies achieve audacious goals in growing or transforming their businesses and delighting their customers.
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Brett Brosseau, Global VP, Noble Gaming Solutions
Speaking Session: The Real Success of Employee Gamification  Brett helps guide product vision and strategic sales ...
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Speaking Session: The Real Success of Employee Gamification Brett helps guide product vision and strategic sales for the employee engagement platform. Brett’s experience includes a unique high-stakes journey, which began with building a high-end island resort and ended with the creation of a revolutionary solution for agent engagement and his transformation into one of the world’s leading experts on Gamification. The founder and former CEO of Fidotrack Gamification (now Noble Gamification), Brett oversaw the company’s strategic direction, technology partnerships, and product development. Brett founded Fidotrack to empower contact centers with the ability to leverage motivation across their employee generational spectrum, with the ultimate goal of aligning employee activity and organizational goals.
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Bruce Belfiore, BenchmarkPortal
Speaking Session: Everything is Virtual: What Have We Learned?  Bruce Belfiore ...
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Speaking Session: Everything is Virtual: What Have We Learned? Bruce Belfiore is CEO and Senior Research Executive of BenchmarkPortal, custodian of the world’s largest database of contact center metrics, which provides benchmarking, certification, training and consulting services to the contact center sector. Bruce hosts the monthly online radio show CallTalk™, which discusses hot-button issues with industry experts and interacts with a large audience of call center managers. He also hosts Webinars in conjunction with industry association PACE. He is a frequent speaker at industry events in the United States and abroad. Bruce is the Chancellor of The College of Call Center Excellence, which provides certificated courses to contact center professionals. He has also taught the course "Call Center Management" at Purdue University. He authored the book Benchmarking At Its Best for Contact Centers, a manual for best practices benchmarking, and has written numerous research papers and best practices studies focused on contact center topics. His writings include the Contact Center Mastery eBook Series, CallTalk Caramels and Contact Center Economics 101. He is a consultant to call centers in a wide variety of industries and is noted for helping to calculate the financial impact of proposed changes. Bruce holds both U.S. and Italian nationality and has divided his career between North America and Europe. Before entering the contact center field he held positions in international finance and consulting, including with the Bain & Company group and Credit Suisse First Boston. Bruce holds A.B., MBA and JD degrees from Harvard University.
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Carin Falconer, Ring, an Amazon Company
General Session: Placing Customers at the Center of Success  Carin Falconer is ...
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General Session:  Placing Customers at the Center of Success Carin Falconer is Head of Global Community Support for Ring.
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Chris Crosby, Xaqt
Speaking Session: Going Beyond Bots: A Simple Framework for The AI-Driven Contact Center  Chris Crosby is the ...
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Speaking Session: Going Beyond Bots: A Simple Framework for The AI-Driven Contact Center Chris Crosby is the Founder and CEO of Xaqt, a global provider of Contact Center AI solutions in Chicago. He has more than 20 years of leadership experience in building startups and advancing innovations in all things data and call center related.Chris holds his Master in Public Administration from Harvard Kennedy School of Government and advises both governments and startups at the intersection of policy, tech and adaptive leadership. 
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Chris Drake, iconectiv
Speaker Session: Rebuilding Trust In Communications with Rich Communication Services  ...
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Speaker Session:  Rebuilding Trust In Communications with Rich Communication Services Chris Drake, Chief Technology Officer at iconectiv, is responsible for internal and external technology initiatives at iconectiv including emerging opportunities in mobile content, CyberSecurity, mobile identity, virtualization and M2M/IoT. Drake began his career at Bell Northern Research and has over 25 years in the Telecommunications industry. Prior to iconectiv, Chris held executive positions at Aricent Group, Neustar, Sonus Networks, Telcordia Technologies and Advanced Switching Communications. Drake also serves as an advisor to a number of technology startups and the Canadian Consulate Tech Accelerator @ NYC. Drake is also on the board and executive committee of the Alliance for Telecommunications Industry Solutions (ATIS) and chair of the ATIS TOPS Council. Drake has served on the Industrial Advisory Board for the Security and Software Engineering Research Center (S2ERC IAB) through Georgetown University and the National Science Foundation.
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Chris Radanovic, LivePerson
Speaking Session: It's Time to Take the "Chat" Out of Chatbots Chris Radanovic, LivePerson ...
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Speaking Session:  It's Time to Take the "Chat" Out of Chatbots Chris Radanovic, LivePerson Conversational AI Expert
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Christa Heibel, CH Consulting
Session: What Have We Learned from the Migration to Work from Home? Christa Heibel has dominated the contact ...
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Session:   What Have We Learned from the Migration to Work from Home? Christa Heibel has dominated the contact center industry for the past several years, known widely as an influencer and C-suite business growth and strategy expert. She has worked in the call center industry since 1992 serving in nearly every position from telemarketer to CEO. Christa’s breadth of knowledge and experience includes contact center services, customer experience, integrated sales, business development, technology, infrastructure and automation.
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Corey Conklin, Shutterfly
Speaking Session: Key Components of Successful BPO Partner Management in 2020  Corey Conklin is the Vice ...
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Speaking Session:  Key Components of Successful BPO Partner Management in 2020 Corey Conklin is the Vice President of Customer Care for Shutterfly. In this role he is responsible for bringing to life Shutterfly’s mission to deepen personal connections with unique and personalized photo products. Corey is responsible for the overall service delivery to customers across all of Shutterfly’s brands and his teams deliver this service via the phone, chat, email, and web. Corey drives customer service delivery through a network of internal contact centers as well as outsourced partners and handles over 8MM customer contacts annually in six countries. He is responsible for bringing best practices to life in a highly seasonal contact environment and has successfully implemented emerging technology to streamline operations and improve the customer experience. Corey has vast experience in the contact center prior to joining Shutterfly in 2012 and has over two decades of Operations leadership roles for BPOs. He was the co-founder of BPO Synergy Solutions where he was recognized as a finalist for the Ernst & Young Entrepreneur of the Year Award.
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Dan Plashkes, S&P Data
Speaking Session: What Have We Learned from the Migration to Work from Home?  Dan Plashkes is a serial tech ...
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Speaking Session: What Have We Learned from the Migration to Work from Home? Dan Plashkes is a serial tech entrepreneur who has founded or co-founded 7 startups. 5 of the startups have had some form of an institutional funding, including venture capital and private equity. In each of these companies, Dan served as President and Chief Executive Officer. Dan is currently active in 2 private companies. He is one of the founders and chairperson of OwnerBox, a Weekly Sports Fantasy platform - though early stage the company has raised about $2m US DOLLAR and recently had NFL Quarterback Drew Brees invest - a very hot space, the company is go live with the start of the NFL with very exciting prospects. Dan’s current business is called S&P Data. S&P Data is the largest independent BPO/Call Center with significant revenue/ebita and keen to stay in the loop of the post COVID-19 world, thru the deployment of Work From Anywhere , new technology and new segments such as telemedicine. Dan and his team bring innovative solutions to discover new opportunities as they learn and deliver for their clients an ecosystem for the mutual benefit. S&P Data is held tightly by Dan and two partners. On a personal note, Dan has won a few awards - Direct Marketing for his work on Mercedes Benz and American Express, top telephoto, top achievement awards from his Business School and other entrepreneurial growth awards sponsored by leading accounting firms.
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Dave Bukovinsky, CSG
Speaker Session: Emerging Technology to Define the New Normal  David ...
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Speaker Session:   Emerging Technology to Define the New Normal David Bukovinsky is responsible for CSG’s Customer Communication Management portfolio, setting the vision and delivering solutions that enable brands to orchestrate their customer engagement across digital, print, and voice channels. He has more than 25 years of experience in driving innovation at companies such as Motorola, Intuit, Thomson Reuters, Microsoft, CableLabs, and Level 3. He is a frequent author and speaker on best practices for delivering a differentiated customer experience, and consults with customers as they embark on digital transformation initiatives. David has a BS of Computer Science from the Ohio State University / College of Engineering, and an MS of Computer Science from the Illinois Institute of Technology.
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Dean Garfinkel, Quality Voice & Data
Speaker Session: STIR/SHAKEN Call Authentication Panel  Dean Garfinkel is the President of Quality ...
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Speaker Session:  STIR/SHAKEN Call Authentication Panel Dean Garfinkel is the President of Quality Voice & Data, an Authorized Shaken Service Provider. In addition Mr. Garfinkel is the COO of Quality Contact Solutions and President of TextBetter, Inc. Well-known within the telecommunications and teleservices industries, Garfinkel has more than 30 years of experience in a wide range of technologies, including TDM, SS7, VoIP, WIFI and Wireless, and specializes in value-added solution development. Garfinkel invented TeleBlock® (Patent Number – 6,330,317), a patented SS7 based call routing system, which has become a national telecom standard and is sold by telecom giants like AT&T & Verizon. Garfinkel also invented TextBetter® (Patent Number – 10,484,535), a service for the text enablement of landline phone numbers. He is a leading expert on telecommunications and compliance, and is a regular speaker within the industry circuit. Mr. Garfinkel is a past National Board of Director and Treasurer of Professional Association for Customer Engagement (PACE).
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Dhoreena Ventura, LivePerson
Speaking Session: It's Time to Take the "Chat" Out of Chatbots Dhoreena Ventura, LivePerson ...
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Speaking Session:  It's Time to Take the "Chat" Out of Chatbots Dhoreena Ventura, LivePerson Senior Product Marketing Manager
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Doug Gilbert, Sutherland
Speaking Session: What Have We Learned from the Migration to Work from Home?  ...
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Speaking Session: What Have We Learned from the Migration to Work from Home? Doug joined Sutherland in 2016 and is responsible for global technology operations and product development, as well as our innovation roadmap and expanding intellectual property footprint. Doug has extensive experience leading product development, mergers and acquisitions integrations, ERP implementations, and technology transformations. Prior to Sutherland, Doug served for eight years as the Chief Information Officer for ABM and has held senior level positions at Sony Research Labs, Verifone, and Panasonic.
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Dr. Jeff Kahne, Firefly Consulting
Speaking Session: Customer Journey Maps, Client Centricity, and Getting the Most from Your Business Analytics  ...
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Speaking Session: Customer Journey Maps, Client Centricity, and Getting the Most from Your Business Analytics Jeff is a Principal with Firefly Consulting, a published author, and a Master Black Belt with over 25 years of experience consulting in all areas of organizational transformation and process innovation. He speaks regularly on topics related to leadership, customer experience, and operational excellence, and was recently voted an audience favorite at the 2019 ASQ World Conference on Quality and Improvement. Prior to joining Firefly Consulting, Jeff served as a Business Architect leading process improvement within USAA, a Fortune 500 insurance company. He led process management and improvement initiatives for the company’s claims and sales processes, identifying over $50M in savings. A 20-year veteran of the United States Air Force, Jeff redesigned Air Force strategic planning models for Army, Navy, Air Force, and Marine use and led Joint, Department of Defense, Nuclear Weapons Inspections agency, Combat Operations units, Intelligence Agencies, through data centric and team-based strategic planning efforts. Jeff has successfully deployed process improvement and design initiatives in healthcare, financial services, manufacturing, global logistics/distribution, industrial automation, chemicals, semiconductors, construction materials, industrial automation, and service companies ranging from $40 million to $40 billion in annual revenue. Jeff holds a PhD in leadership studies, an MBA in ecommerce, and a BS in management of information systems.
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Eric Troutman, Squire Patton Boggs LLP
Speaking Session: TCPA Litigation Update Panel  Eric Troutman is one of the country’s prominent class action ...
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Speaking Session: TCPA Litigation Update PanelEric Troutman is one of the country’s prominent class action defenselawyers and is nationally recognized in Telephone Consumer Protection Act (TCPA) litigation and compliance. He has served as lead defense counsel in more than 70 national TCPA class actions and has litigated nearly a thousand individual TCPA cases in his role as national strategic litigation counsel for major banks and finance companies. He also helps industry participants build TCPA-compliant processes, policies, and systems.Eric has built a national litigation practice based upon deep experience, rigorous analysis and extraordinary responsiveness. Eric and his team feel equally at home litigating multibillion dollar telecommunications class actions in federal court as they do developing and executing national litigation strategies for institutions facing an onslaught of individual TCPA matters. They thrive in each of these roles – delivering consistently excellent results – while never losing sight of the client experience.While many firms now tout TCPA expertise, Eric has been there fromthe beginning. He built one of the country’s first TCPA-only defenseteams and began serving as national TCPA counsel for his clientsnearly a decade ago. This perspective allows him to swiftly develop the right litigation strategies for dealing with recurring problems, without wasting time on tactics that are bound to fail.Eric has built a reputation for thought leadership. An avid blogger and speaker, he has been at the forefront of the industry’s effort to push for clarity and a return to sanity for the TCPA for years. He was selected to advocate for the financial services industry on important TCPA issues before the Federal Communications Commission and co-authored the nation’s only comprehensive practice guide on TCPA defense.
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Erica Kelly, Verizon
Speaking Session: How to Blend AI With Human Intelligence to Improve Customer and Agent Experience  Erica Kelly ...
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Speaking Session: How to Blend AI With Human Intelligence to Improve Customer and Agent Experience Erica Kelly is an accomplished professional with over 20 years experience and known for delivering new high water mark performance by leveraging team strengths, executing on strategic key performance metrics, empowering employees to feel a part of overall business strategies, and reimagining how work is done. Her experience ranges from managing employees both domestically and abroad, as well as internal and external partners. Erica is currently the Global Strategy and Field Operations Director for the Verizon Consumer Home Call Center organization supporting over 7K employees across the Sales and Service as well as the Technical Support teams.
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Frank Pettinato, Avantive Solutions
Speaking Session: New Reality: Navigating Covid-19 from the Perspective of a BPO Frank Pettinato is an ...
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Speaking Session:   New Reality: Navigating Covid-19 from the Perspective of a BPO Frank Pettinato is an accomplished leader, having held C-level positions in the consumer goods, business services and technology industries. His particular areas of expertise include strategic leadership, sales and marketing, innovation and technology. Currently, Mr. Pettinato is the CEO of Avantive Solutions (private: Deerpath Capital Management), a global business providing digital marketing, contact center, and business process outsourcing (BPO) solutions to the world's largest corporations in the publishing, telecommunications, and healthcare sectors. With worldwide delivery capabilities, multi-shore, multi-language and omni-channel solutions, iPacesetters offers clients a unique and diverse set of services to meet their evolving needs and drive their business’ success. Mr. Pettinato has full P&L responsibility and oversees all aspects of iPacesetters business, including the development and execution of the Company’s strategic plan, all aspects of business operations, sales, account management and marketing. Before joining iPacesetters, Mr. Pettinato was the GM of C3i Solutions, (public subsidiary: Merck and Co.) C3i is a BPO specializing in global, high-touch consumer, patient and end user engagement, and is a recognized leading provider of omni-channel contact center services to global companies in branded consumer products categories, in particular the food and beverage, soft/hard goods and retail industries. Mr. Pettinato help lead the sale of C3i to HCL technologies in April 2018. Prior to joining C3i Solutions, Mr. Pettinato was the President and CEO of Corporate Call Center, Inc., (Private: Guardian Capital) a multi-channel contact services company specializing in inbound and outbound sales campaigns, membership enrollments and retention, and member services for the highly regulated health insurance industry. He served as the driving force behind the turnaround and restructuring of the private equity held company, into an industry leader amid the changing insurance market, driven by health care reform in 2010. Mr. Pettinato has served as SVP of Sales and Marketing at Pro Phase Laboratories (public), COO/EVP of Global Operations & Technology at Ascendia Brands (public), and VP of Operations and Chief Technology Officer at Visalign LLC (Private: SCP Partners). He was a co- founder and principle owner of the Standing Stone Group, a technology business services company, which was sold to Visalign LLC. Frank started his career in research and development, advanced manufacturing and technical sales with the AT&T Bell Laboratories, Lucent and GE information Systems. In addition to his executive career, Frank has served in a consulting role for a number startup companies, helping them to analyze markets, launch new products and expand existing offering and products. He is a recognized expert in the subject of consumer engagement and innovation, and has been a guest speaker for SOCAP and the GMA, has been published in Forbes magazine, PM360 and CRM magazine, and blogs regularly for CustomerThink.com. Mr. Pettinato holds a Masters of Business Administration in International Business from Saint Joseph’s University in Philadelphia, PA, and a Bachelor of Science in Mechanical Engineering from Temple University.
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Heather Griffin, Momentum Solar
Speaker Session: The 3 Efficiencies Driving Call Center Profitability… and How to Improve Them  ...
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Speaker Session:   The 3 Efficiencies Driving Call Center Profitability… and How to Improve Them Heather Griffin is SVP of Inside Sales for Momentum Solar, the largest privately held residential solar company in the nation. She is a tech savvy efficiency expert in call center telephony, who has successfully launched 30+ sales and call center start ups. Heather has extensive experience both consulting and managing medium and large-sized call center operations ranging from 50 to 600 agents, including multi-state call centers and offshore call centers. Heather believes in leading by example, managing directly on the call center floor, monitoring or taking sales calls herself. She motivates employees through clear, defined, and attainable goals.
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Isaac Shloss, Grupo NGN
Speaker Session: Compliance Officers Forum LIVE VIRTUAL  Isaac Shloss is an Information Technology ...
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Speaker Session:   Compliance Officers Forum LIVE VIRTUAL Isaac Shloss is an Information Technology specialist with more than 20 years’ experience – almost exclusively focused on the Contact Center industry. The majority of his carrier has been spent managing the IT departments for large BPOs, including a top 10 US teleservices provider where he built the technological and telecommunications architecture needed to expand the small, regionally based company to a large, multinational enterprise. Isaac was an early pioneer and administrator of the contact center platform now known as NGNCloudComm, and he is now a part of the manufacturer’s executive management team in the role of Chief Technology Officer. At Grupo NGN, he is focused on enhancing the user experience through education development, customer support and implementation, and converting client’s business needs into standard product features.
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James Diefendorff, University of Akron
Speaking Session: How to Support the Emotional and Mental Health of your CX Teams  James (Jim) ...
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Speaking Session: How to Support the Emotional and Mental Health of your CX Teams James (Jim) Diefendorff is a professor of Industrial/Organizational Psychology at The University of Akron. With over 25 years of experience in teaching, research, and applied work in organizations, he has developed expertise in issues around employee motivation and emotion and their links to worker well-being and effectiveness. Jim’s research has been funded by the National Science Foundation and his nearly 70 publications have appeared in leading psychology and management journals. Prior to joining the faculty at The University of Akron, Jim served on the faculty in the Psychology Department at Louisiana State University and in the Business School at The University of Colorado at Denver. He has given dozens of presentations at universities around the U.S. and has been a visiting scholar at Singapore Management University, University of Osnabrück, Hong Kong Polytechnic University, and the China Europe International Business School (in Shanghai and Beijing).
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Javier Limones, Grupo NGN
Speaker Session: Emerging Technology to Define the New Normal  Javier Limones is the Founder and CEO of Grupo ...
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Speaker Session:  Emerging Technology to Define the New Normal Javier Limones is the Founder and CEO of Grupo NGN, Inc., a leading Cloud Contact Center and Customer Engagement software provider. While Grupo NGN, the brainchild of Limones, was established in 2014, his expertise and contributions to the Contact Center and telecom industries spans three decades. Prior to launching Grupo NGN, Limones was co-founder and co-owner of SCS Inc., the company that developed the ASD Softswitch product (precursor of NGNCloudComm). Under Limones’ guidance SCS remained debt free and had lost no customers when it was acquired by Siemens (what is now known as Atos & Unify Inc). SCS’ excellence in financial security and 100% customer retention are attributed to Limones’ leadership. Following SCS’ acquisition, Limones remained with Siemens as Executive Director of Development for “OpenScape Contact Center – Campaign Director” (white label name of NGNCloudComm) until July 2014, acting as an external consultant until 2018. In 2018, Limones and Grupo NGN acquired the OSCC-CD (ASD Softswitch) software, bringing it back to its original creator. Ever since, Limones and his team at Grupo NGN (which now includes the original developers of the product) are busy supporting clients across the globe. His belief that great customer service combined with quality products provide an excellent customer experience is evident in the continued growth of Grupo NGN.
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Jeff Myers, SiriusXM
Speaking Session: Key Components of Successful BPO Partner Management in 2020  Jeff began his career in the ...
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Speaking Session: Key Components of Successful BPO Partner Management in 2020 Jeff began his career in the call center industry in 1991, as a call center agent, while attending the University of Wisconsin, Madison and studying Communication Theory and Research. The first eight years of his career included time in roles spanning from Floor Management to Call Center Director and Global Quality Assurance oversight. Following his first eight years in Operations, Jeff spent 10 years in the Omnicom family in both the US and The UK/Europe with responsibility for Client Services and Program Strategy in a variety of verticals including Telecom, Energy, Media and Non-Profit. He currently serves as the Vice President and General Manager, Customer Care for SiriusXM Satellite Radio with Inbound and Outbound Call Center Sales activity that includes partnerships with 14 BPO organizations representing 40 individual call center locations.
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Jeremy Hedrick, DialCare
Speaking Session: How to Support the Emotional and Mental Health of your CX Teams  Jeremy Hedrick serves as ...
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Speaking Session: How to Support the Emotional and Mental Health of your CX Teams Jeremy Hedrick serves as President of DialCare, an innovative telemedicine company offering virtual consultations with physicians, mental wellness professionals, and dentists across the country. Jeremy is responsible for the overall strategic leadership and growth of DialCare and transitioned to build and lead DialCare after serving in several senior leadership roles at its affiliate, Careington International Corporation, for over sixteen years.
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Jeremy Jepperson, Everise
Speaking Session: New Reality: Navigating Covid-19 from the Perspective of a BPO Jeremy Jepperson is the ...
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Speaking Session:   New Reality: Navigating Covid-19 from the Perspective of a BPO Jeremy Jepperson is the Executive Vice President of Operations for Americas, overseeing the Everise Experience Centers in the United States and Guatemala. As the head of operational delivery and shared services, he brings forward diverse talents which help innovate and solve business problems. His years of global experience in account management, sales leadership, operations, and finance has prepared him to train and execute strategies which support the company’s goals. He has gained valuable experience over the years as he worked his way up in the BPO industry. From 2003 to 2007, Jeremy actively engaged in the strategic planning and penetration of new markets as the Chief Financial Officer of Wasatch Fire Suppression, LLC, where he was also one of the five initial founding partners. Eventually, he worked his way into Convergys (now known as Concentrix), where he made strides in his career as a Financial analyst where his responsibilities included budgets, forecasts, invoicing, and financial analysis for a $100M client. Jeremy also had ventures in Account Management from 2006 to 2008 which saw him acquire responsibilities for Workforce Management, Contract Management, and Client Relationship duties while developing strategy and direction for the company which led to a 15% annual revenue growth and grew the contact center agent base from 2,500 to 4,500. During his time as the Group Vice President and Vertical Leader for Concentrix, he was responsible for a team of portfolio VPs and Directors supporting over 70 global clients in the Retail, Logistics, Travel, Hospitality and Automotive industries. His goal to reach year-over-year growth has constantly garnered favorable results which led to upward financial gains for the companies he has worked with over the years. Jeremy has over 20 years of experience in the BPO industry, managing a $480M annual portfolio across retail, tax, travel, transport and auto industries. Outside of work, there are two things Jeremy loves doing – building things and vacation. His accomplishments consist of five completed basements and other assorted home projects. When not building, he sees to it his family takes a few trips annually, Disney World in particular, to which both him and his wife have been season pass holders for a good many years.
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Jim Dalton, TransNexus
Speaker Session: STIR/SHAKEN Call Authentication Panel Jim Dalton, CEO, TransNexus
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Speaker Session:  STIR/SHAKEN Call Authentication Panel Jim Dalton, CEO, TransNexus
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Jim Iyoob, Etech Global Services
Speaking Session: How To Blend AI With Human Intelligence to Improve Customer and Agent Experience  Jim ...
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Speaking Session: How To Blend AI With Human Intelligence to Improve Customer and Agent Experience Jim Iyoob is the Chief Customer Officer for Etech Global Services. He has responsibility for Etech’s strategy, marketing, business development, IT, program implementation, operational excellence, and product development across all Etech’s existing lines of business – Etech, Etech Insights, ETS & Etech Social Media Solutions. He is passionate, driven, and an energetic business leader with a strong desire to remain ahead of the curve in outsourcing solutions and service delivery. Jim has 30 years of experience in inbound, outbound, chat, analytics, AI, and social media. Jim has an impeccable track record of innovation and advanced business intelligence. He has been instrumental in setting up services for the customers needing quick and apt solutions for their daily customer experience needs. Jim has an exceptional understanding of the customers’ products, their requirements & processes, and complete analysis to provide the right kind of solution. This has helped him develop, implement, and retain some of the most successful, award-winning programs that deliver consistent ROI. The gained experience over the previous years has enabled him to be a subject matter expert for call center solutions. Due to his level of expertise, Jim has been featured in numerous publications, including CIO Review, Contact Center Pipeline, Connections Magazine, and was also listed as one of the ‘Top 20 Influential People to Follow’ on Twitter by “Iwantitnow”. Jim has co-authored three books with his lifelong friend, mentor, and coach, Matt Rocco. Quality Monitoring in a Contact Center: Making Sure Your Contact Center Works for Your Business The Future of Contact Centers: Leveraging People, Processes & Artificial Intelligence. Delivering Customer Experience That Matter: Combining Human Intelligence with Artificial Intelligence to Delight Your Customers and Gain Market Share In addition to his responsibility at Etech, Jim likes to spend his spare time volunteering for various charitable organizations including the Nacogdoches County Chamber of Commerce, the United Way of Nacogdoches County, Boys and Girls Club of East Texas, and the Glory Gang Ministry, a Christian service organization that is dedicated to assisting and teaching disadvantaged youth. Specialties: Strategy, CX, Chat, Operations, Training and Developing Leaders, Relationship Management, E-Commerce Strategy and Reporting, Quality, AI, Social Media Strategies, (onshore/nearshore/offshore)
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Jiquanda Nelson, Concentrix
Keynote Session: Different by Design: Fostering an Equitable and Inclusive Workplace to Deliver a Powerful CX  ...
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Keynote Session:  Different by Design: Fostering an Equitable and Inclusive Workplace to Deliver a Powerful CX Jiquanda Nelson is passionate about connecting people with opportunities at work and in their community. As senior director of Community and Culture at Concentrix, a $5B customer and technology engagement organization, she leads efforts for equity and inclusion, wellbeing, and ethics, sustainability and responsibility. Her team is laser focused on sustaining an equitable and inclusive workplace that reflects the diversity of Concentrix clients. They are the magic that creates a sense of belonging, where everyone can be their authentic selves, are at their healthiest, and feel valued. In her professional experience, she’s coached executives on people strategies connecting employees to business priorities and why their work—at all levels—matters. As a community leader, she’s developed programs aimed at identifying and developing diverse leadership, connecting graduates to leadership positions in their local community. She also has 12 years of community organizing experience, having led campaigns on issues of social justice, racism, and poverty.
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John Hayward, Sitel
Speaker Session: Privacy 2020  John Hayward, VP Legal EMEA & EU Data Protection Officer for Sitel ...
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Speaker Session: Privacy 2020 John Hayward, VP Legal EMEA & EU Data Protection Officer for Sitel Group, is responsible for Sitel’s EMEA legal affairs. Since the GDPR’s coming into force in 2018, John has also acted as Sitel’s EU Data Protection Officer. John joined Sitel Group in 2007 as Assistant General Counsel, EMEA. John has practiced business law for more than two decades in a range of industries. A native of Canada, John received his common and civil law degrees from McGill University Law School in Montreal. He is currently based in London, UK.
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John Stanovcak, CSG
moderator
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Jon Irwin, Ring, an Amazon Company
General Session: Placing Customers at the Center of Success  Speaker Session: Privacy 2020  ...
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General Session:  Placing Customers at the Center of Success Speaker Session: Privacy 2020 Jon Irwin currently serves as the Chief Neighbor Experience Officer for Ring where he is responsible for helping the company scale and pursue its mission to reduce crime in neighborhoods with its suite of home security products and neighborhood partnerships. Prior to Ring, Jon served as the Head of Global Business Development for Amazon Video, spent four years as President of Rhapsody International, now Napster, and has held senior positions with a variety of companies in the telecom market, including Boingo Wireless, Earthlink, InfoNet Services Corporation, and WorldCom. Jon earned an M.B.A. from the Anderson School at UCLA. He also holds a B.S. in mechanical engineering and an M.S. in systems engineering from UC San Diego.Jon loves companies that are growing rapidly, combine creativity with technology to build innovative products and services – In Ring’s case, leveraging technology and communication to reduce crime in neighborhoods.
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Jonjie Sena, Neustar
Speaker Session: STIR/SHAKEN Call Authentication Panel Jonjie Sena is Senior Director of Product ...
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Speaker Session:  STIR/SHAKEN Call Authentication Panel Jonjie Sena is Senior Director of Product Marketing at Neustar and is responsible for driving the go-to-market strategy for Neustar’s portfolio of trusted communications solutions. Jonjie has over two decades of experience in driving the development and launch of innovative solutions for communications service providers and enterprises around the world. Prior to joining Neustar, Jonjie held senior positions at TEOCO, Ventraq and ACE*COMM. Jonjie has a BS CompSci from the University of the Philippines and a MS CompSci from the State University of New York.
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Josh Bercu, USTelecom
General Session:  The Industry Traceback Group – Restoring Trust in the Telephone System for Consumers and Callers Alike ...
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General Session:  The Industry Traceback Group – Restoring Trust in the Telephone System for Consumers and Callers Alike Josh Bercu is Vice President, Policy & Advocacy at USTelecom – The Broadband Association. Josh leads the association’s initiatives to stop illegal robocalls. Before joining USTelecom, Josh was a partner at Wilkinson Baker Knauer, LLP, a boutique telecommunications law firm based in Washington, D.C. Josh played a leading role in the firm’s privacy practice, where he worked with callers, enterprises, technology companies, and telecommunications providers on the full range of privacy and automated calling legal, regulatory, and policy issues.
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Josh Stevens, Mac Murray & Shuster, LLP
Speaker Session: Tracing Compliance: How to Work Effectively with the Industry Traceback Group Josh focuses his ...
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Speaker Session:  Tracing Compliance: How to Work Effectively with the Industry Traceback Group Josh focuses his practice on helping clients achieve their business goals while understanding and complying with federal and state consumer protection laws. As a former in-house counsel, Josh brings a critical client perspective to his legal practice and understands that businesses want an action plan – not just legal theory. Josh has experience representing clients across a range of proactive and responsive matters, including developing compliance programs, obtaining required licensing, responding to consumer complaints and negotiating with regulators to bring concerns to resolution. He has worked with many state and federal agencies, such as the Bureau of Consumer Financial Protection (BCFP) and attorney general and other consumer protection regulators in over 40 states. Additionally, Josh has experience navigating complex regulatory requirements, including Unfair, Deceptive and Abusive Acts and Practices laws (UDAAP/UDAP), the FTC’s Telemarketing Sales Rule, Ohio’s Consumer Sales Practices Act and Telephone Solicitation Sales Act, and the Fair Debt Collection Practices Act (FDCPA). Josh is accredited as a Customer Engagement Compliance Professional (CECP) through the Professional Association for Customer Engagement (PACE).
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Joy Park, Comcast
Speaking Session: CX Council, Invite Only: Beyond the Scorecard: How Contact Center QA is Evolving  ...
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Speaking Session: CX Council, Invite Only: Beyond the Scorecard: How Contact Center QA is Evolving Joy Park is the Vice President of Outsourcing Strategy and Support at Comcast for both Care Call Center and Technical Operations. In this role, she is responsible for customer service strategy and operations specifically around outsourcing strategy, vendor management, contracts management, capacity management, training, quality, communication, and third party audit and compliance. She has most recently taken on additional responsibilities to manage Tech Ops contractor strategy and management. Joy has also led the strategy and operations of Comcast eCare channel in past at Comcast. Her team supports over 20,000 FTEs across 10 countries with over dozen business vendors for Care and over 6,000 FTEs for Technical Operations. Prior to joining Comcast, Joy served as the Vice President of Strategic Business Development and Client Management at Aegis Communications Group for over 4 years where she was primarily responsible for the company’s M&A deals and also managed a number of strategic clients, including AOL, American Express, Expedia and more. She also previously worked at AOL for over 5 years where she held various positions both in Business Development and Member Services organizations. She served as a contracts expert in leading many of the deals for Member Services, including the divestiture deals where AOL sold their Philippines and India operations. Joy started her career in the telecommunications industry and worked in operations, network design engineering, finance and contract management and worked for companies like Qwest, BBO and Masergy Communications. Joy is a graduate of Virginia Polytechnic Institute and State University with a double major in Bachelor of Science in Management and Bachelor of Arts in Psychology. She has also earned a Masters in Telecommunications from George Washington University. Joy is also a graduate of Betsy Magnus Institute of Leadership and have also received Women’s Executive Leadership certification at Wharton, UPenn in 2015 and CTAM executive certification at Harvard Business School in 2018.
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Julie Casteel, ibex
Speaking Session: New Reality: Navigating Covid-19 from the Perspective of a BPO  As the chief ...
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Speaking Session: New Reality: Navigating Covid-19 from the Perspective of a BPO As the chief strategic officer & CMO, Julie is responsible for directing strategy for ibex’s largest, global accounts, as well as the global marketing efforts. Julie brings more than 25 years of successful sales and leadership experience within the BPO space. Most recently, she served as Executive Vice President of Global Sales and Marketing at Sitel, a $1.6B company where she was responsible for global revenue, client relationship management and marketing strategy. Julie has served on a number of industry boards, has been published in The Economist, The Wall Street Journal and various industry publications. She earned a BS degree in Biology from Texas A&M University.
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Karin Hurt, Let's Grow Leaders
Keynote Session: Building a High-Performance, High Engagement Contact Center Culture  ...
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Keynote Session:  Building a High-Performance, High Engagement Contact Center Culture Author and international keynote speaker Karin Hurt inspires transformational change. Recently named on Inc’s list of 100 Great Leadership Speakers and American Management Association’s 50 Leaders to Watch, Karin Hurt helps leaders from around the world achieve breakthrough results without losing their souls. Karin has over two decades of experience in customer service, sales, and human resources. She’s the award-winning author of: Winning Well: A Manager’s Guide to Getting Results-Without Losing Your Soul, Overcoming an Imperfect Boss, Courageous Cultures (Harper Collins 2020), and Glowstone Peak - a book for readers of all ages about courage, influence, and hope. A former Verizon Wireless executive, Karin transformed customer service outsourcing (96M calls/year) to reach parity in quality with internal centers and developed a leading sales team that won the President’s Award for Customer Growth. Her keynotes inspire leaders with proven and practical leadership techniques developed over her rich career as an executive, speaker, and strategic advisor. Karin has a BA in Communication from Wake Forest University, an MA from Towson University in Organizational Communication, and additional graduate work at the University of Maryland, where she teaches in the Executive Education program. She and her husband, David Dye, are dedicated to their philanthropic initiative, Winning Wells, which provides clean water wells to communities struggling with access to safe water throughout Southeast Asia. Karin lives outside of Washington, DC. She knows the stillness of a yogi, the reflective road of a marathoner, and the joy of being a mom raising emerging leaders.
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Karl Koster, Noble Systems
Speaker Session: Compliance Officers Forum LIVE VIRTUAL , STIR/SHAKEN Call Authentication Panel  ...
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Speaker Session: Compliance Officers Forum LIVE VIRTUAL,  STIR/SHAKEN Call Authentication Panel Mr. Karl Koster is the chief intellectual property counsel for Noble Systems Corporation, a worldwide provider of call center software solutions. He is responsible for overseeing Noble Systems' patent development program and aligning it with Noble Systems' strategic technology development. He also oversees trademark and copyright issues for Noble Systems. Mr. Koster has aided various companies in protecting their innovative developments via patent protection in addition to counseling them in the strategic value of patent development and licensing. Mr. Koster has also supported the defense of companies in patent litigation from "non-practicing patent entities" ("trolls"). Mr. Koster is himself a prolific inventor, and is adept at identifying and developing intellectual property working both with established and startup technology companies. He has worked with a variety of clients, including: telecommunications providers, video processing equipment manufacturers, cell phone manufacturers, financial services companies, and other electronic manufacturers.
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Kerry Edwards, WW
Speaker Session: Is the Pandemic a Use Case for Self Service Technology? Kerry Edwards, DBA, MBA, PMP ...
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Speaker Session:  Is the Pandemic a Use Case for Self Service Technology? Kerry Edwards, DBA, MBA, PMP Sr. Director, Operations Systems ApplicationsWW (formerly Weight Watchers)
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Kevin D. Wright, Aeriis Insights Group
Keynote Session: Leadership is Personal  International speaker Kevin D. ...
leadership, speaker
Keynote Session:  Leadership is Personal International speaker Kevin D. Wright has a unique take on leadership during times of change. With an inspiring, moving and motivating approach, he stimulates both business and personal growth in leaders. In this engaging keynote session you'll learn how to ignite attitudes to retain your top talent and help them deliver a world-class experience to your customers.
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Kevin Rupy, Wiley Rein LLP
Speaker Session: Tracing Compliance: How to Work Effectively with the Industry Traceback Group  ...
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Speaker Session:  Tracing Compliance: How to Work Effectively with the Industry Traceback Group  Kevin G. Rupy is a partner in the Telecom, Media & Technology (TMT) Practice at Wiley Rein, LLP, and has over twenty years of experience in the communications legal field. He was previously Vice President of Policy at USTelecom, where he served for approximately 14 years. Mr. Rupy is a recognized expert in the area of robocalls, having established USTelecom’s Industry Traceback Group, testified before the Senate on several occasions, and is frequently interviewed by media outlets on the issue. Prior to joining USTelecom, Mr. Rupy practiced with the telecommunications group at an Am Law 200 firm in Washington. He also served for six years in the United States Marine Corps. Mr. Rupy received his J.D. from American University, and his B.A. from Fordham University.
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Kristyn Emenecker
Speaking Session: The Post-Pandemic Contact Center: Five Predictions for 2021 and Five Just-In-Time Tools You Need to Know About ...
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Speaking Session: The Post-Pandemic Contact Center: Five Predictions for 2021 and Five Just-In-Time Tools You Need to Know About Now Passionate about all things customer, Kristyn has been a leading voice in the CX and contact center industry for the past 20+ years.  She has honed that love for customer in a variety of senior leadership roles across operational, consulting, technology, sales/marketing and corporate strategy disciplines at companies such as inContact, Mercom and TPG Telemanagement.  Most recently she served as SVP Product Strategy for Verint, responsible for product and go-to-market strategy globally for Verint's broad portfolio of 30+ Customer Engagement solutions.Kristyn has been published in multiple trade journals and is a frequent speaker on contact center and customer engagement topics.
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Lauri Mazzuchetti, Kelley Drye
Speaking Session: TCPA Litigation Update Panel  Lauri Mazzuchetti’s practice focuses on commercial ...
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Speaking Session:  TCPA Litigation Update Panel Lauri Mazzuchetti’s practice focuses on commercial litigation and consumer-oriented class action defense, representing clients in FTC and state attorneys general investigations and other litigation. She is a member of Kelley Drye’s Executive Committee and the former managing partner of the firm’s New Jersey office.Lauri advises consumer-facing businesses, including telecommunications carriers, retailers, food companies and emerging technology companies in complex class action cases in federal and state courts in a multitude of jurisdictions. She represents clients in commercial litigation in federal and state courts at the trial and appellate levels, as well as in arbitration and mediation fora. She regularly provides guidance to clients facing complex legal challenges and resolves such matters as quickly and inexpensively as possible.As cofounder of the firm’s Telephone Consumer Protection Act (TCPA) practice, Lauri has defended dozens of TCPA cases and government-plaintiff suits nationally, and she routinely counsels some of the nation’s largest companies on an array of regulatory and commercial issues related to the TCPA and telemarketing issues. Most recently, Lauri won summary judgment for a multinational corporation in a multi-district TCPA class action in federal court that addressed the substantive law regarding TCPA third-party liability claims. Law360 profiled Lauri’s recent wins in TCPA and consumer fraud cases as part of their 2017 “Consumer Protection Practice Group of the Year” awards, which recognized several Kelley Drye litigation wins that resonated throughout the legal industry in the past year. In the 2017 edition of Legal 500, Lauri is noted as ‘highly rated’ and the firm’s class action team is recommended as an “excellent group exceling in class actions and mass tort litigation, with a particular niche in Telephone Consumer Protection Act (TCPA) cases.”
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Linda Vandeloop, AT&T
Speaker Session: Tracing Compliance: How to Work Effectively with the Industry Traceback Group  ...
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Speaker Session:  Tracing Compliance: How to Work Effectively with the Industry Traceback Group  Linda Vandeloop has over 30 years of experience in the telecommunications industry. Linda has held a variety of positions at AT&T, primarily in the Regulatory and Financial Management organizations. She currently works in AT&T’s Federal Regulatory organization in the Washington D.C. office. In her current position she is responsible for consumer and accessibility federal regulatory issues. Linda began her career in California at Pacific Bell in the Financial Management organization responsible for revenue forecasting and financial analysis of regulatory issues. She has a Masters of Administration Degree and a Bachelor of Arts Degree in Economics from the University of California, Davis.
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Lisa DeFalco, TPG TeleManagement
Speaking Session: Returning Humanity to our Communications  A recognized thought-leader in the Customer Experience ...
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Speaking Session: Returning Humanity to our Communications A recognized thought-leader in the Customer Experience and Quality Assurance market, Lisa has more than 29 years of experience assessing contact center interactions, diagnosing quality gaps and improving communications to drive business returns. As the founder of the Independent Quality Assurance market, she coined the term “IQA” and worked to establish a diagnostic product methodology that would result in the creation of a linguistic model that is statistically linked to corporate performance indicators (to allow for predictive business intelligence modeling). As the founder of TPG TeleManagement, Lisa’s expertise is the result of years of call listening experience coupled with hands-on contact center improvement experience. Her research includes 180 million data points involving consumer experience preferences and business outcome drivers, across 7 languages and 13 countries. Today, Lisa serves as TPG’s Chief Executive Officer and its Chief Product Designer, sharing the learnings that TPG’s Research has garnered of truly understanding how to connect with customers to ensure loyalty and longevity.
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Lois Greisman, Federal Trade Commission
Speaker session: A Virtual Chat with the FTC  Lois C. Greisman heads the ...
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Speaker session:  A Virtual Chat with the FTC Lois C. Greisman heads the Division of Marketing Practices in the FTC’s Bureau of Consumer Protection. Under Ms. Greisman’s management, Marketing Practices leads the FTC’s law enforcement initiatives tackling telemarketing fraud (including Do Not Call/Robocall enforcement), fraudulent business and investment opportunity schemes (including multilevel marketing), mail fraud (including sweepstakes and lotteries), illegal spam, and Internet frauds (including technical support scams). Ms. Greisman also directs the FTC’s work to curb fraud in connection with different payment systems. Before joining Marketing Practices, Ms. Greisman headed the Division of Planning and Information, where she managed the FTC’s Identity Theft Program, the Consumer Response Center, and also supervised implementation of the National Do Not Call Registry. Previously, Ms. Greisman served as Chief of Staff to FTC Chairman Timothy J. Muris. She also served as Attorney Advisor to Chairman Robert Pitofsky and Chairman Janet D. Steiger. Ms. Greisman received her bachelor’s degree magna cum laude from Brown University, and her law degree from George Washington University, where she was a member of the Order of the Coif and Law Review.
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Lori Fentem, Ring, an Amazon Company
Speaker Session: Key Components of Successful BPO Partner Management in 2020  Lori leads global third party ...
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Speaker Session: Key Components of Successful BPO Partner Management in 2020 Lori leads global third party customer support operations and strategy within the fast growth world of industry disruptor Ring, which is owned by Amazon. She is charged with ensuring that contact center partners deliver on Ring’s mission of keeping neighborhoods safe while consistency raising the bar for customer obsession. Lori has more than 30 years of experience in various aspects of CX leadership and contact center operations with a long career in the BPO space including founding and running boutique BPO provider, Synergy Solutions. Lori has been recognized with numerous awards for her contribution to the industry, including the PACE Fulcrum Award, and has been featured in numerous media sources and speaking engagements. Lori currently serves as the Chairwoman of the National Board of Directors for PACE – the only non-profit trade association dedicated to the contact center industry.
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Mandy Horton, Careington
Speaking Session: CX Council, Invite Only: How to Support the Emotional and Mental Health of your CX Teams  ...
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Speaking Session: CX Council, Invite Only: How to Support the Emotional and Mental Health of your CX Teams Mandy Rinker Horton has served as General Counsel for Careington and its affiliate companies since 2010, acting as a critical part of Careington’s leadership team. She serves on the Careington board of directors and contributes to Careington's overall corporate goals and policies. Mandy earned her Bachelor's degree in Psychology from Trinity University and her Juris Doctorate from Texas Tech University School of Law.
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Marina Netto Campos, Teleperformance Group
Speaking Session:  CX Views: Customer Perspectives and Insights brought to you by the Teleperformance CX Lab  ...
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Speaking Session:  CX Views:  Customer Perspectives and Insights brought to you by the Teleperformance CX Lab Marina Netto Campos is Global Head of CX Lab & Strategic Sales Support for Teleperformance Group. She has 20+ years of experience in Strategy and Research across 3 continents and variety of roles, where she specializes in analysis of key verticals to understand major trends and conducts primary research to understand consumers´ preferences in order to disseminate this information internally and to clients.
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Michael Lamm, Corporate Advisory Solutions
Speaking Session: M&A in the Contact Center Industry - Post-COVID-19  Michael Lamm co-founded the ...
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Speaking Session: M&A in the Contact Center Industry - Post-COVID-19 Michael Lamm co-founded the U.S.-Israel Business Exchange (US-IBEX) in Washington, DC, when he was a college student. This public/private initiative, whose network grew to over 3,000 businesses, was established out of the Embassy of Israel to accelerate the market entry and facilitate financing of Israeli technology companies in the U.S. Through this early experience, Michael’s desire to acquire the tools and knowledge necessary in dedicating his career to helping business owners and management teams achieve their goals was confirmed. Today, he is a founding partner of Corporate Advisory Solutions (CAS), a merchant bank with offices in Philadelphia and Washington, DC that supports a select group of clients. Just as Michael co-founded the US-IBEX due to deeply held conviction regarding his client companies, he brings the same level of commitment to his clients at CAS. From the firm’s earliest days, all efforts have been directed toward companies from the Tech-Enabled Outsourced Business Services sector, with focus on Healthcare Revenue Cycle Management (RCM), Accounts Receivable Management (ARM), Customer Relationship Management (CRM), and Specialty Finance companies. While driven by a strong belief regarding the importance of this business sector to the U.S. economy, this level of specialization has also served to help Michael build up a superior skillset as an advisor to companies in this sector. Michael and his deal team have successfully completed nearly 50 M&A transactions since its founding in 2013. As a Managing Partner at CAS, Michael oversees and executes on M&A engagements, investment opportunities, compliance/regulatory assessments, valuation, expert witness litigation matters while also charting the firm’s corporate direction and strategic growth plan. Prior to co-founding CAS, Michael served as a Director at Kaulkin Ginsberg, an M&A firm specializing in the ARM industry for over 10 years, where he executed on over 70 M&A transactions. Michael was awarded a degree in international studies by American University.
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Michael Velardi, Resource Marketing Corporation
Speaker Session: The 3 Efficiencies Driving Call Center Profitability… and How to Improve Them  ...
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Speaker Session:   The 3 Efficiencies Driving Call Center Profitability… and How to Improve Them Michael Velardi is Senior Vice President at Resource Marketing Corp, a 100-seat call center focused on the solar and mortgage industries. He has pushed the envelope in managing lead gen call centers for efficiency and profitability. Michael is a predictive dialing expert who knows how to drive the capabilities of a predictive dialer to the very edges of functionality. His strategy combines creativity and in-depth reporting to inform his tactical decisions in real time, as well as to track trends across the call center’s performance. Michael’s approach to running a cutting edge lead generation call center incorporates superior artificial intelligence, list and agent analytics, and automated workflows, all supported by a compliance backbone to successfully increase production and grow the company.
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Michele Shuster, Mac Murray & Shuster, PACE General Counsel
Speaker Session: Compliance Officers Forum LIVE VIRTUAL , TCPA Litigation Update Panel   Michele ...
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Speaker Session:  Compliance Officers Forum LIVE VIRTUAL, TCPA Litigation Update Panel Michele is a founding partner of Mac Murray & Shuster, where she brings extensive experience in working with clients of all sizes involved in highly regulated industries. She has established a solid record of representing clients in consumer protection matters before state attorneys general, the FTC, and FCC, in addition to conducting regulatory compliance audits and providing counsel on advertising and privacy issues. Michele currently serves as General Counsel to the Professional Association for Customer Engagement (PACE) and oversees its Self-Regulatory Organization program. In this role, and with her significant depth of experience related to TCPA compliance, she was an integral part of PACE’s successful challenge to the FCC’s 2015 TCPA Declaratory Ruling. She has an exceptional foundation in U.S. privacy laws and regulations and is accredited as both a Certified Information Privacy Professional (CIPP/US) through the International Association of Privacy Professionals (IAPP) and Customer Engagement Compliance Professional (CECP) through PACE.
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Nick Jiwa, CustomerServ
Speaking Session: Key Components of Successful BPO Partner Management in 2020  Nick’s career started ...
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Speaking Session: Key Components of Successful BPO Partner Management in 2020 Nick’s career started humbly in 1986 as a call center agent in the very early days of the industry. What started as a “job” ignited his true passion for people and customer experience, which led to a life-long career in the call center and BPO industry. Two decades of executive industry leadership taught Nick the pain points of outsourcing which inspired him to create CustomerServ in 2006—a matchmaking ecosystem and outsourcing thought leader, reinventing the way companies find, select and retain the right call center and BPO vendor partners. Nick resides in Houston, TX and is a proud father and husband. His first language was Swahili, he’s a WWII buff, vintage collector, soccer fanatic, 80s music nut and he’s never had trouble with his TPS reports. He fields his passion for life into his family, community and advocacy work. The City University of New York (CUNY) is proud to call Nick a graduate with a Bachelor’s in Business Administration and a minor in Art History.
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Nick Whisler, Mac Murray & Shuster LLP
Speaker Session: Privacy 2020  Nick Whisler is a Partner at Mac Murray & Shuster LLP. He focuses his practice ...
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Speaker Session: Privacy 2020 Nick Whisler is a Partner at Mac Murray & Shuster LLP. He focuses his practice on helping clients understand and comply with federal and state telemarketing, advertising, privacy, and other consumer protection laws and regulations. Nick works with a wide range of businesses – from start-ups to Fortune 500 companies – to identify and mitigate regulatory risks. This includes the creation and implementation of compliance programs, conducting regulatory audits and resolving complex compliance issues. In particular, he brings a significant depth of experience related to the Telephone Consumer Protection Act (TCPA) and has written and presented extensively on its complex set of regulations and interpretations. Nick serves as Associate General Counsel to PACE and is a member of the International Association of Privacy Professionals (IAPP). He is both CIPP/US and CECP certified.
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Nima Hakimi, Convoso
Speaker Session: The 3 Efficiencies Driving Call Center Profitability… and How to Improve Them  ...
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Speaker Session:   The 3 Efficiencies Driving Call Center Profitability… and How to Improve Them Nima Hakimi is the Co-founder and CEO of Convoso, the leading innovator of omnichannel call center software solutions. Prior to launching Convoso in 2006, one of Nima’s entrepreneurial startups in digital advertising boasted a network with millions of users at its peak. Today, he is leading the continued growth of Convoso by persistently focusing on customer success, one of the core values he established to guide the company. As a member of LeadsCouncil’s Board of Directors, Nima is committed to helping call centers in the lead generation ecosystem be compliant as well as profitable.
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Paula Kennedy-Garcia, Concentrix
Speaking Session: How Will the Gig Economy Help Us Rethink Customer Support?  Paula Kennedy-Garcia is Vice ...
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Speaking Session: How Will the Gig Economy Help Us Rethink Customer Support? Paula Kennedy-Garcia is Vice President at Concentrix and has led some of the most successfully performing distributed Sales and CX teams in Europe over the course of her career in the global BPO industry. A champion for CX change in our digital economy, she is responsible for Solv, Concentrix’ latest disruptive play in customer management. Solv is innovative technology that creates an enhanced customer support ecosystem, one which lends itself perfectly to the growing empowerment of our modern workforce that is saying good bye to the traditional 9-5.
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Pete Jones, Grypp
Speaking Session: Transform Working from Home into "WOWing from Home"  Pete is the CEO & founder of Grypp ...
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Speaking Session: Transform Working from Home into "WOWing from Home" Pete is the CEO & founder of Grypp Corp, a company dedicated to bringing real time visual interactivity to contact center voice and messaging communications, driving better outcomes through enriched conversations utilizing their unique patented cloud based interactive communications platform. ​ Pete has over 25 years experience helping companies around the globe to maximise their sales performance and service outcomes through the integration of visually focussed technology. Grypp work with companies in the US, Australia, Asia, Europe, and South America – bringing a truly global perspective to their clients.
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Rebecca Carr, Ring
Speaking Session: CX Council, Invite Only: Lessons Learned from the Virtual World  Rebecca Carr ...
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Speaking Session: CX Council, Invite Only: Lessons Learned from the Virtual World Rebecca Carr currently works for Ring and has managed accounts for companies that span a vast range of verticals, including telecommunications, tech, financial services, retail, wellness and travel. Functions include inbound high touch care, technical support, outbound lead generation, business-to-business, business-to-consumer, advance call routing and a unique quality assurance approach.
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Rebekah Johnson, Numeracle
Speaker Session: STIR/SHAKEN Call Authentication Panel  Founder and CEO of Numeracle, Rebekah ...
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Speaker Session:  STIR/SHAKEN Call Authentication Panel Founder and CEO of Numeracle, Rebekah Johnson is the industry’s leading expert in returning trust to omnichannel communications through the establishment of Verified Identity™. With over ten years of regulatory government and compliance experience, businesses have leaned on Rebekah’s expertise to guide them through the evolving complexities of maintaining trust in a changing ecosystem. By joining together with service providers, analytics companies, device manufacturers, and communications platform providers, Rebekah and the Numeracle team have enabled hundreds of legal entities to remain connected to their patients, members, prospects, and clients, spanning the healthcare, commercial, utility, education, and financial industries. Prior to founding Numeracle, Rebekah served on the FCC’s Robocall Strike Force on behalf of the Empowering Consumer Choice Working Group. She is an active member of the FCC Hospital Robocall Protection Group, Chair of the Enterprise Communications Advocacy Coalition, and also represents the voice of the enterprise through her leadership on the ATIS IP-NNI Task Force, co-author of the SHAKEN standards.
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Reid Houser, Sitel
Speaker Session: Compliance Officers Forum LIVE VIRTUAL   Reid Houser is the Head of Global Compliance and ...
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Speaker Session: Compliance Officers Forum LIVE VIRTUAL Reid Houser is the Head of Global Compliance and Privacy Officer with Sitel Group and is located in the Omaha, Nebraska office. Sitel has 75,000 associates which operate in 70 countries worldwide. Mr. Houser and has worked in the Teleservices industry for 15 years and has more than 25 years of regulatory compliance experience. Mr. Houser leads Sitel’s Global Regulatory Compliance and Privacy program that includes Privacy, Healthcare, Telemarketing, Do-Not-Call, Collection’s, Licensing and Registration efforts. He is responsible for ensuring compliance with all Federal, state and provincial rules that impact Sitel and its clients globally. From Do-Not-Call to state privacy issues, Mr. Houser leads both internal and external clients to through the maze of regulatory issues and works to find solutions to meet their needs. Mr. Houser is also the Chair of PACE’s Compliance Officers Forum, Chair of the PACE Capitol Hill Council, the 2008 recipient of the prestigious Fulcrum award for his outstand contributions to Teleservices industry, the highest award PACE bestows and the recipient of the PACE 2016 Volunteerism Award. He is also the past Chapter President of the PACE’s Midwest Chapter.
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Ricardo Parodi, Marriott
Speaking Session: What Have We Learned from the Migration to Work from Home?  Ricardo heads up Marriott’s ...
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Speaking Session: What Have We Learned from the Migration to Work from Home? Ricardo heads up Marriott’s Customer Engagement Center strategy and training teams responsible for defining and executing global strategic priorities to continue to evolve and transform Marriott's global network of engagement centers. Prior to this role, Ricardo led the Brand Strategy Consulting team at Marriott International, responsible for defining and developing strategies and offerings for Marriott International's 30 global brands, with focus on brand strategy, global growth and brand transformation efforts. Also, Ricardo was the Vice President of The Ritz-Carlton Rewards and Loyalty Strategy & Structure for Marriott Rewards with responsibility for developing and executing strategic initiatives and marketing programs to support the growth and evolution of the loyalty programs. Ricardo has more than twenty years of work experience in sales, brand, marketing and operations across multiple industries including Hospitality and Consumer Products. Prior to joining Marriott, Ricardo worked for Procter & Gamble and Deloitte Consulting.
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Rob Seaver, LeadsCouncil
Speaker Session: The 3 Efficiencies Driving Call Center Profitability… and How to Improve Them  ...
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Speaker Session:   The 3 Efficiencies Driving Call Center Profitability… and How to Improve Them LeadsCouncil's mission is to educate and advocate on behalf of the buyers and sellers engaged in all forms of lead generation, ensuring that all participants deliver value and follow ethical as well as federal and state guidelines when conducting their business.
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Ronna Caras, Caras Training
Ronna Caras is a sought-after speaker and consultant who has helped thousands of contact center leaders and team members to ...
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Ronna Caras is a sought-after speaker and consultant who has helped thousands of contact center leaders and team members to embrace dramatic changes that improved customer experience and sales. For the last 5 years, she has been working with clients to conquer the challenges of virtual training and the challenges of working from home. She is delighted to share best practices with industry colleagues. Caras began her career in a sales role with Pitney Bowes where she advanced from rookie to national accounts manager. Along the way, she developed her first original training program which taught a unique model for sales prospecting she called “non-intrusive”. It earned her, her sales team and her sales division a 300% increase in revenue within 90 days. “Non-intrusive selling methodologies” have been part of Caras Training’s powerful training content for 30 years. Mapping the behavior of natural intuitive salespeople to the phone has brought corporate clients across the globe. And, molding it for the service queue has seen exponential increases in customer satisfaction and profits, concurrently for clients in more than 30 industries. Today, Ronna Caras leads a mighty team of learning + development professionals with contact center and retail expertise. Together they develop fresh content to solve long-standing problems for companies of all sizes.
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Sam Falletta, Incept
Speaking Session: How to Support the Emotional and Mental Health of your CX Teams  Sam Falletta ...
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Speaking Session: How to Support the Emotional and Mental Health of your CX Teams Sam Falletta is the CEO of Incept, where he has been responsible for the development and execution of successful customer acquisition and retention strategies for some of the largest brands in the world including Microsoft, Ford, Honda, and the American Red Cross. Under Sam’s leadership, Incept has grown consistently over the last decade and has been recognized as one of the top workplaces in NE Ohio by Workplace Dynamics several times.
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Shawndra Tobias, Etech Global Services
Speaking Session: How To Blend AI With Human Intelligence to Improve Customer and Agent Experience  Shawndra ...
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Speaking Session: How To Blend AI With Human Intelligence to Improve Customer and Agent Experience Shawndra Tobias is Etech’s AVP of Customer Experience. She has been with Etech since 2000 and has served in various roles including OSS Reporting Specialist, Account Leader, Project Manager and Sr. Director of Operations. In her current role, she determines operational strategies by collection, cleaning and analysis of interaction data that assists clients in delivering an optimized customer experience and enhanced performance. Shawndra is directly responsible for creating frameworks for call center analytics, QA product development and iterative machine learning that establishes a strong data foundation for robust analytics to be performed. Additionally, she Maintains and improves call center operations by monitoring performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analysis; managing system and process improvement and quality assurance programs; installing upgrades. Support organizational growth through servant leadership and providing strategic client direction, building new relationships as well as ensuring that client projects are delivered according to schedule. Shawndra has over 25 years contact center experience, of which a third of that has been spent in reporting and analytics. She received her professional certification in Data Science from The Johns Hopkins University. She also has Project Management experience applying PMI philosophy. She enjoys volunteering with Health Alliance for Austin Musicians, Wee Rescue, AustinPRIDE, United Way and Nacogdoches Boys & Girls Club. Shawndra spends most of her spare time outdoors hiking, rock climbing, kayaking and running.
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Stacy Graham, Inteliquent
Speaker Session: Tracing Compliance: How to Work Effectively with the Industry Traceback Group  ...
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Speaker Session:  Tracing Compliance: How to Work Effectively with the Industry Traceback Group Stacy Graham has 20 years’ experience in the telecommunications industry. She began her career at Baca Valley Telephone, an RLEC, and has been with Inteliquent since 2006. Stacy is Director of Product for International Long Distance and Fraud Management; Stacy also serves as President of the CFCA, an International Association for fraud management and prevention.
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Stephanie Millner, Teleperformance
Stephanie Millner, Global Customer Experience & Strategy Executive, Teleperformance, is committed to the importance of ...
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Stephanie Millner, Global Customer Experience & Strategy Executive, Teleperformance, is committed to the importance of knowing your customer! As the demands of the customer evolves, she recognizes the value of speaking to them in the channel of their choice. Further, doing so with a consistent brand voice. The customer, as with any relationship, remains loyal to those who know them and make them feel valued. Stephanie has maintained this perspective throughout her 20+ year career in BPO in roles across operations, client services, consulting and business development. She has worked with four of the five top banks in the world, many of your favorite retail brands and favorite technology toys. Stephanie is committed to the mission of sharing industry best practices, empowering those who serve your customer and building customer trust. Her coffee order is a caramel latte with coconut milk, hold the calories AND she loves any ice-cream that includes the word chocolate.
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Steve Walsh, Procurrence
Speaking Session: Emerging Technology to Define the New Normal  Steve is the CEO of Procurrence, ...
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Speaking Session:  Emerging Technology to Define the New Normal Steve is the CEO of Procurrence, a technology marketplace focused on small & medium businesses. Steve is an entrepreneur and angel investor with a 20+ year background working as an executive for some of the largest technology and media companies like Comcast & Cox Communications.
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Tom Leidigh, Infinity
Speaking Session: New Reality: Navigating Covid-19 from the Perspective of a BPO As Chief Executive Officer ...
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Speaking Session:   New Reality: Navigating Covid-19 from the Perspective of a BPO As Chief Executive Officer and Founder, Tom guides the vision, mission, and strategic thinking of Infinity. He has over 25+ years of executive experience in sales, direct marketing, and program development. Tom is recognized as a leader in inside sales execution and methodologies and is primarily focused on industry leadership, expansion strategies, channel relationships, and new company capabilities. Tom was named one of the TOP 25 Influencers in the inside sales industry by the American Association of Inside Sales Professionals in 2017 and 2018 and Innovator of the year for 2017. Tom earned an MBA with top honors from Arizona State University, and a BBA from the University of Iowa.
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