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John Stanovcak, CSG John Stanovcak, CSG

Sales Director, Customer Communications Management

CSG, Sales Director for Customer Communication ManagementModerator: Key Components of Successful BPO Partner Management in ...

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0 Speaker-Speaker jplist-topic-moderator 0 411503 411503 CSG, Sales Director for Customer Communication ManagementModerator:  Key Components of Successful BPO Partner Management in 2020Moderator:  Emerging Technology to Define the New Normal

John Stanovcak, CSG

Speaker

CSG, Sales Director for Customer Communication ManagementModerator: Key Components of Successful BPO Partner Management in 2020Moderator: ...

Kerry Edwards, WW Kerry Edwards, WW

Sr. Director, Business Technology

Speaker Session: Is the Pandemic a Use Case for Self Service Technology? Kerry Edwards is the Senior Director of Business ...

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1 Speaker-Speaker jplist-topic-speaker 0 417500 417500 Speaker Session:  Is the Pandemic a Use Case for Self Service Technology? Kerry Edwards is the Senior Director of Business Technology for WW International, Inc. (formerly Weight Watchers), where she leads the company's strategy and implementation of technology to support business operations goals for the contact center and the retail studios. Kerry has improved operations by implementing technology that is easy to use for both the employees and the customer for more than 20 years. Kerry is a life long learner, loves photography and reading, is an avid NY Islanders Hockey Fan along with spending as much time with her family and friends creating new memories.

Kerry Edwards, WW

Speaker

Speaker Session: Is the Pandemic a Use Case for Self Service Technology? Kerry Edwards is the Senior Director of Business Technology for WW ...

Jim Dalton, TransNexus Jim Dalton, TransNexus

CEO

Speaker Session: STIR/SHAKEN Call Authentication Panel Jim Dalton, CEO, TransNexusJim Dalton began his career in telecommunications ...

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2 Speaker-Speaker jplist-topic-speaker 0 417498 417498 Speaker Session:  STIR/SHAKEN Call Authentication Panel Jim Dalton, CEO, TransNexusJim Dalton began his career in telecommunications with BellSouth in 1988. In 1997, Dalton founded TransNexus to provide secure routing and accounting software for Internet Telephony Service Providers. TransNexus has grown to provide telephone companies worldwide with operations support software for routing, fraud control, CDR reporting and analysis. TransNexus customers have been using SHAKEN in their production operations since May 2019.

Jim Dalton, TransNexus

Speaker

Speaker Session: STIR/SHAKEN Call Authentication Panel Jim Dalton, CEO, TransNexusJim Dalton began his career in telecommunications with ...

Ashish Nagar, Level AI Ashish Nagar, Level AI

Founder & CEO

Speaker Session: AI Superpowers for Your Agents to Deliver World Class Customer Service Ashish Nagar ...

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3 Speaker-Speaker jplist-topic-speaker 0 407302 407302

Ashish Nagar, Level AI

Speaker

Speaker Session: AI Superpowers for Your Agents to Deliver World Class Customer Service Ashish Nagar is the ...

Brian Donnelly, LivePerson Brian Donnelly, LivePerson

Senior Director, Product Marketing

Speaking Session: It's Time to Take the "Chat" Out of Chatbots Brian Donnelly, LivePerson Senior Director, Product ...

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4 Speaker-Speaker jplist-topic-speaker 0 418553 418553 Speaking Session:  It's Time to Take the "Chat" Out of Chatbots Brian Donnelly, LivePerson Senior Director, Product Marketing

Brian Donnelly, LivePerson

Speaker

Speaking Session: It's Time to Take the "Chat" Out of Chatbots Brian Donnelly, LivePerson Senior Director, Product Marketing

Maureen Martin, WW Maureen Martin, WW

VP of Customer Care

Speaking Session: What Have We Learned from the Migration to Work from Home? Maureen Martin is currently VP of Customer Care for ...

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5 Speaker-Speaker jplist-topic-speaker 0 420213 420213 Speaking Session: What Have We Learned from the Migration to Work from Home? Maureen Martin is currently VP of Customer Care for North America at WW ( formerly known as Weight Watchers). Prior to that, she spent her entire career in various positions of Customer Care in hospitals and health care systems - always being passionately focused on how to anticipate and respond to consumer inquiries effectively, efficiently, and with great humanity in a way that is simple for the consumer to understand and for the employee to deliver. With an undergraduate degree in Health Administration and Business, and a graduate degree in Health Policy and Finance, she’s been well equipped to continually take on new business challenges in the contact center space.

Maureen Martin, WW

Speaker

Speaking Session: What Have We Learned from the Migration to Work from Home? Maureen Martin is currently VP of Customer Care for North ...

Kate Brouse, NTI@Home Kate Brouse, NTI@Home

Strategic Partnerships Lead

Speaking Session: Call Centers CARE: NTI@Home Kate Brouse is the Strategic Partnerships Lead for national non-profit ...

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Kate Brouse, NTI@Home

Speaker

Speaking Session: Call Centers CARE: NTI@Home Kate Brouse is the Strategic Partnerships Lead for national non-profit NTI@Home, the ...

Mandy Horton, Careington Mandy Horton, Careington

General Counsel

Speaking Session: CX Council, Invite Only: How to Support the Emotional and Mental Health of your CX Teams Mandy Rinker Horton ...

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7 Speaker-Speaker jplist-topic-speaker 0 415999 415999 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.

Mandy Horton, Careington

Speaker

Speaking Session: CX Council, Invite Only: How to Support the Emotional and Mental Health of your CX Teams Mandy Rinker Horton has ...

Chris Radanovic, LivePerson Chris Radanovic, LivePerson

Conversational AI Expert

Speaking Session: It's Time to Take the "Chat" Out of Chatbots Chris Radanovic, LivePerson Conversational AI Expert

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8 Speaker-Speaker jplist-topic-speaker 0 416449 416449 Speaking Session:  It's Time to Take the "Chat" Out of Chatbots Chris Radanovic, LivePerson Conversational AI Expert

Chris Radanovic, LivePerson

Speaker

Speaking Session: It's Time to Take the "Chat" Out of Chatbots Chris Radanovic, LivePerson Conversational AI Expert

Becky Ploeger, Hilton Becky Ploeger, Hilton

Head of Hilton Reservations and Customer Care

Speaking Session: CX Council, Invite Only: How’s Work-From-Home Working? Becky Ploeger serves Hilton as the Head of Hilton ...

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9 Speaker-Speaker jplist-topic-speaker 0 419606 419606

Becky Ploeger, Hilton

Speaker

Speaking Session: CX Council, Invite Only: How’s Work-From-Home Working? Becky Ploeger serves Hilton as the Head of Hilton Reservations and ...

Pete Jones, Grypp Pete Jones, Grypp

CEO & Founder

Speaking Session: Transform Working from Home into "WOWing from Home" Pete is the CEO & founder of Grypp Corp, a company dedicated ...

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10 Speaker-Speaker jplist-topic-speaker 0 401551 401551 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.

Pete Jones, Grypp

Speaker

Speaking Session: Transform Working from Home into "WOWing from Home" Pete is the CEO & founder of Grypp Corp, a company dedicated to ...

James Diefendorff, University of Akron James Diefendorff, University of Akron

Professor of Industrial/Organizational Psychology

Speaking Session: How to Support the Emotional and Mental Health of your CX Teams James (Jim) Diefendorff is a ...

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11 Speaker-Speaker jplist-topic-speaker 0 418448 418448 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).

James Diefendorff, University of Akron

Speaker

Speaking Session: How to Support the Emotional and Mental Health of your CX Teams James (Jim) Diefendorff is a professor of ...

Aakrit Vaish, Haptik Aakrit Vaish, Haptik

Co-Founder & CEO

Speaker Session: The Full Stack Conversational AI Solution Aakrit Vaish is the Co-Founder & CEO of Haptik, one of the world’s ...

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12 Speaker-Speaker jplist-topic-speaker 0 418175 418175 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.

Aakrit Vaish, Haptik

Speaker

Speaker Session: The Full Stack Conversational AI Solution Aakrit Vaish is the Co-Founder & CEO of Haptik, one of the world’s largest ...

Jeremy Jepperson, Everise Jeremy Jepperson, Everise

Executive Vice President, Operations and Shared Services

Speaking Session: New Reality: Navigating Covid-19 from the Perspective of a BPO Jeremy Jepperson is the Executive Vice President of ...

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Jeremy Jepperson, Everise

Speaker

Speaking Session: New Reality: Navigating Covid-19 from the Perspective of a BPO Jeremy Jepperson is the Executive Vice President of ...

Dr. Jeff Kahne, Firefly Consulting Dr. Jeff Kahne, Firefly Consulting

Principal

Speaking Session: Customer Journey Maps, Client Centricity, and Getting the Most from Your Business Analytics Jeff is a Principal with ...

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14 Speaker-Speaker jplist-topic-speaker 0 410076 410076 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.

Dr. Jeff Kahne, Firefly Consulting

Speaker

Speaking Session: Customer Journey Maps, Client Centricity, and Getting the Most from Your Business Analytics Jeff is a Principal with Firefly ...

Chris Crosby, Xaqt Chris Crosby, Xaqt

CEO, Xaqt

Speaking Session: Going Beyond Bots: A Simple Framework for The AI-Driven Contact Center Chris Crosby is the Founder and CEO of ...

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15 Speaker-Speaker jplist-topic-speaker 0 416860 416860 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. 

Chris Crosby, Xaqt

Speaker

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 ...

Marina Netto Campos, Teleperformance Group Marina Netto Campos, Teleperformance Group

Global Head of CX Lab & Strategic Sales Support

Speaking Session:  CX Views: Customer Perspectives and Insights brought to you by the Teleperformance CX Lab Marina Netto ...

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16 Speaker-Speaker jplist-topic-speaker 0 417360 417360 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.

Marina Netto Campos, Teleperformance Group

Speaker

Speaking Session:  CX Views: Customer Perspectives and Insights brought to you by the Teleperformance CX Lab Marina Netto Campos ...

Kevin D. Wright, Aeriis Insights Group Kevin D. Wright, Aeriis Insights Group

CEO, Speaker, Author, Consultant

Keynote Session: Leadership is Personal International speaker Kevin D. Wright has a unique take on ...

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17 Speaker-Speaker jplist-topic-speaker jplist-topic-leadership 0 417350 417350 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.

Kevin D. Wright, Aeriis Insights Group

Speaker

Keynote Session: Leadership is Personal International speaker Kevin D. Wright has a unique take on leadership ...

Karin Hurt, Let's Grow Leaders Karin Hurt, Let's Grow Leaders

CEO, Speaker, Author

Keynote Session: Building a High-Performance, High Engagement Contact Center Culture Author and ...

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Karin Hurt, Let's Grow Leaders

Speaker

Keynote Session: Building a High-Performance, High Engagement Contact Center Culture Author and international ...

Christa Heibel, CH Consulting Christa Heibel, CH Consulting

CEO

Session: What Have We Learned from the Migration to Work from Home? Christa Heibel has dominated the contact center industry for ...

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19 Speaker-Speaker jplist-topic-speaker 0 417264 417264 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.

Christa Heibel, CH Consulting

Speaker

Session: What Have We Learned from the Migration to Work from Home? Christa Heibel has dominated the contact center industry for the past ...

Angela Conti, TD Bank Angela Conti, TD Bank

Head of Consumer Payments

Keynote Session: Advancing Women in Leadership & Unlocking the Power of Partnership Angela Conti is Head of Consumer ...

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Angela Conti, TD Bank

Speaker

Keynote Session: Advancing Women in Leadership & Unlocking the Power of Partnership Angela Conti is Head of Consumer Payments for TD ...

Carin Falconer, Ring, an Amazon Company Carin Falconer, Ring, an Amazon Company

Head of Global Community Support

General Session: Placing Customers at the Center of Success Carin Falconer is Head of Global Community ...

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21 Speaker-Speaker jplist-topic-speaker 0 417261 417261 General Session:  Placing Customers at the Center of Success Carin Falconer is Head of Global Community Support for Ring.

Carin Falconer, Ring, an Amazon Company

Speaker

General Session: Placing Customers at the Center of Success Carin Falconer is Head of Global Community Support ...

Jon Irwin, Ring, an Amazon Company Jon Irwin, Ring, an Amazon Company

Chief Neighbor Experience Officer

General Session: Placing Customers at the Center of Success Speaker Session: Privacy 2020 Jon Irwin ...

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22 Speaker-Speaker jplist-topic-speaker 0 407616 407616 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.

Jon Irwin, Ring, an Amazon Company

Speaker

General Session: Placing Customers at the Center of Success Speaker Session: Privacy 2020 Jon Irwin currently ...

Jiquanda Nelson, Concentrix Jiquanda Nelson, Concentrix

Senior Director, Community and Culture

Keynote Session: Different by Design: Fostering an Equitable and Inclusive Workplace to Deliver a Powerful CX Jiquanda Nelson is ...

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Jiquanda Nelson, Concentrix

Speaker

Keynote Session: Different by Design: Fostering an Equitable and Inclusive Workplace to Deliver a Powerful CX Jiquanda Nelson is passionate ...

Tom Leidigh, Infinity Tom Leidigh, Infinity

CEO & Founder

Speaking Session: New Reality: Navigating Covid-19 from the Perspective of a BPO As Chief Executive Officer and Founder, Tom guides ...

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24 Speaker-Speaker jplist-topic-speaker 0 417257 417257 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.

Tom Leidigh, Infinity

Speaker

Speaking Session: New Reality: Navigating Covid-19 from the Perspective of a BPO As Chief Executive Officer and Founder, Tom guides the ...

Josh Bercu, USTelecom Josh Bercu, USTelecom

Vice President, Policy & Advocacy

General Session:  The Industry Traceback Group – Restoring Trust in the Telephone System for Consumers and Callers ...

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25 Speaker-Speaker jplist-topic-speaker 0 416004 416004 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.

Josh Bercu, USTelecom

Speaker

General Session:  The Industry Traceback Group – Restoring Trust in the Telephone System for Consumers and Callers Alike Josh ...

Frank Pettinato, Avantive Solutions Frank Pettinato, Avantive Solutions

CEO

Speaking Session: New Reality: Navigating Covid-19 from the Perspective of a BPO Frank Pettinato is an accomplished leader, having ...

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Frank Pettinato, Avantive Solutions

Speaker

Speaking Session: New Reality: Navigating Covid-19 from the Perspective of a BPO Frank Pettinato is an accomplished leader, having held ...

Isaac Shloss, Grupo NGN Isaac Shloss, Grupo NGN

CTO

Speaker Session: Compliance Officers Forum LIVE VIRTUAL Isaac Shloss is an Information Technology specialist with more than 20 ...

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27 Speaker-Speaker jplist-topic-moderator 0 411528 411528 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.

Isaac Shloss, Grupo NGN

Speaker

Speaker Session: Compliance Officers Forum LIVE VIRTUAL Isaac Shloss is an Information Technology specialist with more than 20 years’ ...

Dean Garfinkel, Quality Voice & Data Dean Garfinkel, Quality Voice & Data

President

Speaker Session: STIR/SHAKEN Call Authentication Panel Dean Garfinkel is the President of Quality Voice & Data, an ...

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Dean Garfinkel, Quality Voice & Data

Speaker

Speaker Session: STIR/SHAKEN Call Authentication Panel Dean Garfinkel is the President of Quality Voice & Data, an Authorized Shaken ...

Rebekah Johnson, Numeracle Rebekah Johnson, Numeracle

Founder and CEO

Speaker Session: STIR/SHAKEN Call Authentication Panel Founder and CEO of Numeracle, Rebekah Johnson is the ...

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29 Speaker-Speaker jplist-topic-speaker 0 416028 416028 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.

Rebekah Johnson, Numeracle

Speaker

Speaker Session: STIR/SHAKEN Call Authentication Panel Founder and CEO of Numeracle, Rebekah Johnson is the industry’s leading ...

Jonjie Sena, Neustar Jonjie Sena, Neustar

Sr Director, Product Marketing

Speaker Session: STIR/SHAKEN Call Authentication Panel Jonjie Sena is Senior Director of Product Marketing at Neustar and is ...

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30 Speaker-Speaker jplist-topic-speaker 0 411505 411505 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.

Jonjie Sena, Neustar

Speaker

Speaker Session: STIR/SHAKEN Call Authentication Panel Jonjie Sena is Senior Director of Product Marketing at Neustar and is responsible for ...

Dave Bukovinsky, CSG Dave Bukovinsky, CSG

Executive Director, Product Management

Speaker Session: Emerging Technology to Define the New Normal David Bukovinsky is responsible ...

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Dave Bukovinsky, CSG

Speaker

Speaker Session: Emerging Technology to Define the New Normal David Bukovinsky is responsible for ...

Linda Vandeloop, AT&T Linda Vandeloop, AT&T

Assistant Vice President External Affairs/Regulatory

Speaker Session: Tracing Compliance: How to Work Effectively with the Industry Traceback Group  Linda ...

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32 Speaker-Speaker jplist-topic-speaker 0 416962 416962 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.

Linda Vandeloop, AT&T

Speaker

Speaker Session: Tracing Compliance: How to Work Effectively with the Industry Traceback Group  Linda Vandeloop has over ...

Rob Seaver, LeadsCouncil Rob Seaver, LeadsCouncil

Executive Director

Speaker Session: The 3 Efficiencies Driving Call Center Profitability… and How to Improve ...

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Rob Seaver, LeadsCouncil

Speaker

Speaker Session: The 3 Efficiencies Driving Call Center Profitability… and How to Improve ...

Nima Hakimi, Convoso Nima Hakimi, Convoso

Co-Founder and CEO

Speaker Session: The 3 Efficiencies Driving Call Center Profitability… and How to Improve ...

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34 Speaker-Speaker jplist-topic-speaker 0 416959 416959 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.

Nima Hakimi, Convoso

Speaker

Speaker Session: The 3 Efficiencies Driving Call Center Profitability… and How to Improve Them Nima ...

Michael Velardi, Resource Marketing Corporation Michael Velardi, Resource Marketing Corporation

SVP and Dialing Manager

Speaker Session: The 3 Efficiencies Driving Call Center Profitability… and How to Improve ...

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35 Speaker-Speaker jplist-topic-speaker 0 416958 416958 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.

Michael Velardi, Resource Marketing Corporation

Speaker

Speaker Session: The 3 Efficiencies Driving Call Center Profitability… and How to Improve Them Michael ...

Heather Griffin, Momentum Solar Heather Griffin, Momentum Solar

SVP of Inside Sales

Speaker Session: The 3 Efficiencies Driving Call Center Profitability… and How to Improve ...

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36 Speaker-Speaker jplist-topic-speaker 0 416957 416957 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.

Heather Griffin, Momentum Solar

Speaker

Speaker Session: The 3 Efficiencies Driving Call Center Profitability… and How to Improve Them Heather ...

Karl Koster, Noble Systems Karl Koster, Noble Systems

Chief Intellectual Property Counsel

Speaker Session: Compliance Officers Forum LIVE VIRTUAL, STIR/SHAKEN Call Authentication Panel Mr. ...

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37 Speaker-Speaker jplist-topic-speaker 0 407600 407600 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.

Karl Koster, Noble Systems

Speaker

Speaker Session: Compliance Officers Forum LIVE VIRTUAL, STIR/SHAKEN Call Authentication Panel Mr. Karl ...

Kevin Rupy, Wiley Rein LLP Kevin Rupy, Wiley Rein LLP

Partner, Telecom, Media & Technology Practice

Speaker Session: Tracing Compliance: How to Work Effectively with the Industry Traceback Group  Kevin G. Rupy ...

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38 Speaker-Speaker jplist-topic-speaker 0 416461 416461 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.

Kevin Rupy, Wiley Rein LLP

Speaker

Speaker Session: Tracing Compliance: How to Work Effectively with the Industry Traceback Group  Kevin G. Rupy is a ...

Josh Stevens, Mac Murray & Shuster, LLP Josh Stevens, Mac Murray & Shuster, LLP

Senior Attorney

Speaker Session: Tracing Compliance: How to Work Effectively with the Industry Traceback Group Josh focuses his practice on helping ...

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Josh Stevens, Mac Murray & Shuster, LLP

Speaker

Speaker Session: Tracing Compliance: How to Work Effectively with the Industry Traceback Group Josh focuses his practice on helping clients achieve ...

Shawndra Tobias, Etech Global Services Shawndra Tobias, Etech Global Services

AVP of Customer Experience

Speaking Session: How To Blend AI With Human Intelligence to Improve Customer and Agent Experience Shawndra Tobias is Etech’s AVP ...

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40 Speaker-Speaker jplist-topic-speaker 0 407089 407089

Shawndra Tobias, Etech Global Services

Speaker

Speaking Session: How To Blend AI With Human Intelligence to Improve Customer and Agent Experience Shawndra Tobias is Etech’s AVP of ...

Erica Kelly, Verizon Erica Kelly, Verizon

Global Strategy and Field Operations Director

Speaking Session: How to Blend AI With Human Intelligence to Improve Customer and Agent Experience Erica Kelly is an accomplished ...

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41 Speaker-Speaker jplist-topic-speaker 0 407091 407091 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.

Erica Kelly, Verizon

Speaker

Speaking Session: How to Blend AI With Human Intelligence to Improve Customer and Agent Experience Erica Kelly is an accomplished ...

Rebecca Carr, Ring Rebecca Carr, Ring

Senior Manager, Ring CS Operations

Speaking Session: CX Council, Invite Only: Lessons Learned from the Virtual World Rebecca Carr currently works for Ring and ...

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42 Speaker-Speaker jplist-topic-speaker 0 416001 416001 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.

Rebecca Carr, Ring

Speaker

Speaking Session: CX Council, Invite Only: Lessons Learned from the Virtual World Rebecca Carr currently works for Ring and has managed ...

Stacy Graham, Inteliquent Stacy Graham, Inteliquent

Director of Product for International Long Distance and Fraud Management

Speaker Session: Tracing Compliance: How to Work Effectively with the Industry Traceback Group Stacy Graham has 20 ...

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43 Speaker-Speaker jplist-topic-speaker 0 416459 416459 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.

Stacy Graham, Inteliquent

Speaker

Speaker Session: Tracing Compliance: How to Work Effectively with the Industry Traceback Group Stacy Graham has 20 years’ ...

Lauri Mazzuchetti, Kelley Drye Lauri Mazzuchetti, Kelley Drye

Partner

Speaking Session: TCPA Litigation Update Panel Lauri Mazzuchetti’s practice focuses on commercial litigation and ...

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44 Speaker-Speaker jplist-topic-speaker 0 416896 416896 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.”

Lauri Mazzuchetti, Kelley Drye

Speaker

Speaking Session: TCPA Litigation Update Panel Lauri Mazzuchetti’s practice focuses on commercial litigation and consumer-oriented ...

Michele Shuster, Mac Murray & Shuster, PACE.. → Michele Shuster, Mac Murray & Shuster, PACE.. →

Partner

Speaker Session: Compliance Officers Forum LIVE VIRTUAL, TCPA Litigation Update Panel Michele is a founding partner of Mac ...

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45 Speaker-Speaker jplist-topic-speaker 0 401408 401408

Michele Shuster, Mac Murray & Shuster, PACE General Counsel

Speaker

Speaker Session: Compliance Officers Forum LIVE VIRTUAL, TCPA Litigation Update Panel Michele is a founding partner of Mac Murray & ...

Eric Troutman, Squire Patton Boggs LLP Eric Troutman, Squire Patton Boggs LLP

Partner

Speaking Session: TCPA Litigation Update PanelEric Troutman is one of the country’s prominent class action defenselawyers and is ...

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46 Speaker-Speaker jplist-topic-speaker 0 407618 407618 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.

Eric Troutman, Squire Patton Boggs LLP

Speaker

Speaking Session: TCPA Litigation Update PanelEric Troutman is one of the country’s prominent class action defenselawyers and is nationally ...

Joy Park, Comcast Joy Park, Comcast

Vice President of Outsourcing Strategy and Support

Speaking Session: CX Council, Invite Only: Beyond the Scorecard: How Contact Center QA is Evolving Joy Park is the Vice ...

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47 Speaker-Speaker jplist-topic-speaker 0 416003 416003

Joy Park, Comcast

Speaker

Speaking Session: CX Council, Invite Only: Beyond the Scorecard: How Contact Center QA is Evolving Joy Park is the Vice President of ...

Jim Iyoob, Etech Global Services Jim Iyoob, Etech Global Services

Chief Customer Officer

Speaking Session: How To Blend AI With Human Intelligence to Improve Customer and Agent Experience Jim Iyoob is the Chief ...

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48 Speaker-Speaker jplist-topic-speaker 0 407088 407088

Jim Iyoob, Etech Global Services

Speaker

Speaking Session: How To Blend AI With Human Intelligence to Improve Customer and Agent Experience Jim Iyoob is the Chief Customer Officer ...

Brett Brosseau, Global VP, Noble Gaming Solutions Brett Brosseau, Global VP, Noble Gaming Solutions

Noble Systems

Speaking Session: The Real Success of Employee Gamification Brett helps guide product vision and strategic sales for the employee ...

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49 Speaker-Speaker jplist-topic-speaker jplist-topic-gamification 0 401287 401287

Brett Brosseau, Global VP, Noble Gaming Solutions

Speaker

Speaking Session: The Real Success of Employee Gamification Brett helps guide product vision and strategic sales for the employee engagement ...

Reid Houser, Sitel Reid Houser, Sitel

Head of Global Compliance and Privacy Officer

Speaker Session: Compliance Officers Forum LIVE VIRTUAL Reid Houser is the Head of Global Compliance and Privacy Officer with ...

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50 Speaker-Speaker jplist-topic-speaker 0 401410 401410 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.

Reid Houser, Sitel

Speaker

Speaker Session: Compliance Officers Forum LIVE VIRTUAL Reid Houser is the Head of Global Compliance and Privacy Officer with Sitel Group ...

Ricardo Parodi, Marriott Ricardo Parodi, Marriott

Vice President, Customer Engagement Center Strategy

Speaking Session: What Have We Learned from the Migration to Work from Home? Ricardo heads up Marriott’s Customer Engagement ...

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51 Speaker-Speaker jplist-topic-speaker 0 410213 410213

Ricardo Parodi, Marriott

Speaker

Speaking Session: What Have We Learned from the Migration to Work from Home? Ricardo heads up Marriott’s Customer Engagement Center ...

Doug Gilbert, Sutherland Doug Gilbert, Sutherland

CIO and Chief Digital Officer

Speaking Session: What Have We Learned from the Migration to Work from Home? Doug joined Sutherland in ...

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52 Speaker-Speaker jplist-topic-speaker 0 407297 407297 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.

Doug Gilbert, Sutherland

Speaker

Speaking Session: What Have We Learned from the Migration to Work from Home? Doug joined Sutherland in 2016 and ...

Dan Plashkes, S&P Data Dan Plashkes, S&P Data

CEO

Speaking Session: What Have We Learned from the Migration to Work from Home? Dan Plashkes is a serial tech entrepreneur who has ...

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53 Speaker-Speaker jplist-topic-speaker 0 410533 410533

Dan Plashkes, S&P Data

Speaker

Speaking Session: What Have We Learned from the Migration to Work from Home? Dan Plashkes is a serial tech entrepreneur who has founded or ...

Jeremy Hedrick, DialCare Jeremy Hedrick, DialCare

President

Speaking Session: How to Support the Emotional and Mental Health of your CX Teams Jeremy Hedrick serves as President of DialCare, ...

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54 Speaker-Speaker jplist-topic-speaker 0 407215 407215 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.

Jeremy Hedrick, DialCare

Speaker

Speaking Session: How to Support the Emotional and Mental Health of your CX Teams Jeremy Hedrick serves as President of DialCare, an ...

Sam Falletta, Incept Sam Falletta, Incept

CEO

Speaking Session: How to Support the Emotional and Mental Health of your CX Teams Sam Falletta is the CEO of Incept, ...

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55 Speaker-Speaker jplist-topic-speaker 0 416095 416095 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.

Sam Falletta, Incept

Speaker

Speaking Session: How to Support the Emotional and Mental Health of your CX Teams Sam Falletta is the CEO of Incept, where he has ...

John Hayward, Sitel John Hayward, Sitel

VP Legal – EMEA DPO

Speaker Session: Privacy 2020 John Hayward, VP Legal EMEA & EU Data Protection Officer for Sitel Group, is responsible for ...

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56 Speaker-Speaker jplist-topic-speaker 0 411830 411830 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.

John Hayward, Sitel

Speaker

Speaker Session: Privacy 2020 John Hayward, VP Legal EMEA & EU Data Protection Officer for Sitel Group, is responsible for Sitel’s ...

Kristyn Emenecker Kristyn Emenecker

Executive Leader - Marketing, Strategy, Product, CX. SaaS | AI

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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57 Speaker-Speaker jplist-topic-speaker 0 401555 401555

Kristyn Emenecker

Speaker

Speaking Session: The Post-Pandemic Contact Center: Five Predictions for 2021 and Five Just-In-Time Tools You Need to Know About Now Passionate ...

Nick Whisler, Mac Murray & Shuster LLP Nick Whisler, Mac Murray & Shuster LLP

Partner

Speaker Session: Privacy 2020 Nick Whisler is a Partner at Mac Murray & Shuster LLP. He focuses his practice on helping clients ...

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58 Speaker-Speaker jplist-topic-speaker 0 401545 401545 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.

Nick Whisler, Mac Murray & Shuster LLP

Speaker

Speaker Session: Privacy 2020 Nick Whisler is a Partner at Mac Murray & Shuster LLP. He focuses his practice on helping clients understand ...

Michael Lamm, Corporate Advisory Solutions Michael Lamm, Corporate Advisory Solutions

Managing Partner

Speaking Session: M&A in the Contact Center Industry - Post-COVID-19 Michael Lamm co-founded the U.S.-Israel Business ...

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59 Speaker-Speaker jplist-topic-speaker 0 407235 407235 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.

Michael Lamm, Corporate Advisory Solutions

Speaker

Speaking Session: M&A in the Contact Center Industry - Post-COVID-19 Michael Lamm co-founded the U.S.-Israel Business Exchange ...

Julie Casteel, ibex Julie Casteel, ibex

Chief Strategic Officer & CMO

Speaking Session: New Reality: Navigating Covid-19 from the Perspective of a BPO As the chief strategic officer & ...

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60 Speaker-Speaker jplist-topic-speaker 0 416166 416166 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.

Julie Casteel, ibex

Speaker

Speaking Session: New Reality: Navigating Covid-19 from the Perspective of a BPO As the chief strategic officer & CMO, Julie ...

Paula Kennedy-Garcia, Concentrix Paula Kennedy-Garcia, Concentrix

Vice President

Speaking Session: How Will the Gig Economy Help Us Rethink Customer Support? Paula Kennedy-Garcia is Vice President at Concentrix and ...

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61 Speaker-Speaker jplist-topic-speaker 0 401261 401261 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.

Paula Kennedy-Garcia, Concentrix

Speaker

Speaking Session: How Will the Gig Economy Help Us Rethink Customer Support? Paula Kennedy-Garcia is Vice President at Concentrix and has led ...

Brad Nichols, Dun & Bradstreet Brad Nichols, Dun & Bradstreet

Global Leader, Business Operations and Customer Service

Speaking Session: In the Heat of the Battle….What Options Can You Deploy to Ensure Your Customers Can Get Service? Brad Nichols ...

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62 Speaker-Speaker jplist-topic-speaker 0 411446 411446 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.

Brad Nichols, Dun & Bradstreet

Speaker

Speaking Session: In the Heat of the Battle….What Options Can You Deploy to Ensure Your Customers Can Get Service? Brad Nichols is a ...

Lois Greisman, Federal Trade Commission Lois Greisman, Federal Trade Commission

Associate Director-Division of Marketing Practices

Speaker session: A Virtual Chat with the FTC Lois C. Greisman heads the Division of Marketing ...

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63 Speaker-Speaker jplist-topic-speaker 0 407594 407594 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.

Lois Greisman, Federal Trade Commission

Speaker

Speaker session: A Virtual Chat with the FTC Lois C. Greisman heads the Division of Marketing Practices in ...

Jeff Myers, SiriusXM Jeff Myers, SiriusXM

Vice President and General Manager, Customer Care

Speaking Session: Key Components of Successful BPO Partner Management in 2020 Jeff began his career in the call center industry in ...

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64 Speaker-Speaker jplist-topic-speaker 0 410098 410098 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.

Jeff Myers, SiriusXM

Speaker

Speaking Session: Key Components of Successful BPO Partner Management in 2020 Jeff began his career in the call center industry in 1991, as a ...

Nick Jiwa, CustomerServ Nick Jiwa, CustomerServ

Founder and President

Speaking Session: Key Components of Successful BPO Partner Management in 2020 Nick’s career started humbly in 1986 as a call ...

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65 Speaker-Speaker jplist-topic-speaker 0 411703 411703 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.

Nick Jiwa, CustomerServ

Speaker

Speaking Session: Key Components of Successful BPO Partner Management in 2020 Nick’s career started humbly in 1986 as a call center ...

Lori Fentem, Ring, an Amazon Company Lori Fentem, Ring, an Amazon Company

Head of CS Third Party Growth & Strategy

Speaker Session: Key Components of Successful BPO Partner Management in 2020 Lori leads global third party customer support ...

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66 Speaker-Speaker jplist-topic-speaker 0 401412 401412 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.

Lori Fentem, Ring, an Amazon Company

Speaker

Speaker Session: Key Components of Successful BPO Partner Management in 2020 Lori leads global third party customer support operations and ...

Chris Drake, iconectiv Chris Drake, iconectiv

Chief Technology Officer

Speaker Session: Rebuilding Trust In Communications with Rich Communication Services Chris Drake, ...

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67 Speaker-Speaker jplist-topic-speaker 0 407304 407304 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.

Chris Drake, iconectiv

Speaker

Speaker Session: Rebuilding Trust In Communications with Rich Communication Services Chris Drake, Chief ...

Bruce Belfiore, BenchmarkPortal Bruce Belfiore, BenchmarkPortal

CEO and Senior Research Executive

Speaking Session: Everything is Virtual: What Have We Learned? Bruce Belfiore is CEO and Senior ...

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68 Speaker-Speaker jplist-topic-speaker 0 407299 407299 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.

Bruce Belfiore, BenchmarkPortal

Speaker

Speaking Session: Everything is Virtual: What Have We Learned? Bruce Belfiore is CEO and Senior Research ...

Javier Limones, Grupo NGN Javier Limones, Grupo NGN

CEO

Speaker Session: Emerging Technology to Define the New Normal Javier Limones is the Founder and CEO of Grupo NGN, Inc., a leading ...

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Speaker
69 Speaker-Speaker jplist-topic-speaker 0 401411 401411

Javier Limones, Grupo NGN

Speaker

Speaker Session: Emerging Technology to Define the New Normal Javier Limones is the Founder and CEO of Grupo NGN, Inc., a leading Cloud ...

Lisa DeFalco, TPG TeleManagement Lisa DeFalco, TPG TeleManagement

CEO

Speaking Session: Returning Humanity to our Communications A recognized thought-leader in the Customer Experience and Quality ...

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Speaker
70 Speaker-Speaker jplist-topic-speaker 0 401325 401325

Lisa DeFalco, TPG TeleManagement

Speaker

Speaking Session: Returning Humanity to our Communications A recognized thought-leader in the Customer Experience and Quality Assurance market, ...

Steve Walsh, Procurrence Steve Walsh, Procurrence

CEO

Speaking Session: Emerging Technology to Define the New Normal Steve is the CEO of Procurrence, a technology marketplace ...

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Speaker
71 Speaker-Speaker jplist-topic-speaker 0 410848 410848

Steve Walsh, Procurrence

Speaker

Speaking Session: Emerging Technology to Define the New Normal Steve is the CEO of Procurrence, a technology marketplace focused on ...

Corey Conklin, Shutterfly Corey Conklin, Shutterfly

Vice President of Customer Care

Speaking Session: Key Components of Successful BPO Partner Management in 2020 Corey Conklin is the Vice President of Customer Care ...

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72 Speaker-Speaker jplist-topic-speaker 0 410198 410198 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.

Corey Conklin, Shutterfly

Speaker

Speaking Session: Key Components of Successful BPO Partner Management in 2020 Corey Conklin is the Vice President of Customer Care for ...

Stephanie Millner, Teleperformance Stephanie Millner, Teleperformance

Global Customer Experience & Strategy Executive

Stephanie Millner, Global Customer Experience & Strategy Executive, Teleperformance, is committed to the importance of knowing your ...

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Speaker
73 Speaker-Speaker jplist-topic-speaker 0 415930 415930

Stephanie Millner, Teleperformance

Speaker

Stephanie Millner, Global Customer Experience & Strategy Executive, Teleperformance, is committed to the importance of knowing your customer! As ...

Ronna Caras, Caras Training Ronna Caras, Caras Training

President

Ronna Caras is a sought-after speaker and consultant who has helped thousands of contact center leaders and team members to embrace ...

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Speaker
74 Speaker-Speaker jplist-topic-speaker 0 401559 401559

Ronna Caras, Caras Training

Speaker

Ronna Caras is a sought-after speaker and consultant who has helped thousands of contact center leaders and team members to embrace dramatic changes ...

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