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January 17-20, 2017
Sheraton New Orleans Hotel, New Orleans, LA

Meet the Speakers

Keynote Speakers


Debbi Fields
Debbi Fields
Founder and Chief Cookie Lover
Mrs. Fields Cookies
Jim Oliver
Jim Oliver
Speaking Ambassador on Cultural Change
Ritz-Carlton Leadership Center
Gregory Knight
Gregory Knight
Senior Vice President and Chief Customer Officer
CenterPoint Energy
Bill MacBride
Bill MacBride
Senior Vice President of Contact Center Operations
Nutrisystem
Serena Smith
Serena Smith
Head of International Payments and CAO
FIS Global Retail Payments
Adam Boelke
Adam Boelke
Vice President, Operations
American Water Resources
Dale Sturgill
Dale Sturgill
C Suite Contact Center Executive
DirectBuy
Justin Chase
Justin Chase
President/CEO
Crisis Response Network, Inc.
Diana Oreck
Diana Oreck
Executive Vice President, Owner Experience
NetJets, a Berkshire Hathaway Company
Sara Estes Cohen
Sara Estes Cohen
Deputy Chief Information Officer
NOLA 3-1-1, City of New Orleans

Speaker


Jesse Hoobler
Jesse Hoobler
Global Director, Worldwide Software Support
Pitney Bowes
Christina Shortall
Christina Shortall
VP, Store Communication and Contact Center Operations
Destination XL Group
Aaron Taylor
Aaron Taylor
Vice President - Customer Care
Spokeo
Prashant Bhat
Prashant Bhat
Director
Cigna
Erin Ackles
Erin Ackles
Associate Vice President Phone Channel
TD Bank Group
Denise Pullen
Denise Pullen
Head of Operations Design and Learning
Hyatt
Christina Brandon
Christina Brandon
Director of Production - MRx
MeridianRX
Lawrence D. Green
Lawrence D. Green
Head of Contact Center Operations
Abbvie Pharmacy Solutions
Kathryn Churches
Kathryn Churches
Head of Customer Experience
American Family Insurance
Cheryl China
Cheryl China
SVP, Head Of Contact Center Specialized Teams
Citizens Bank
Julie Silbar
Julie Silbar
Executive Leader, Partner Management
American Express Travel and Lifestyle Services
Daisy Parmar
Daisy Parmar
Customer Care Leader
Lush Fresh Handmade Cosmetics
Stephen MacKinnon
Stephen MacKinnon
Vice President of Community Response and Chief of Humane Law Enforcement
San Diego Humane Society
Yolunda Davis
Yolunda Davis
Director, Unified Call Center, Collection Services Division
U.S. Department of the Treasury
NRKS Chakravarthy
NRKS Chakravarthy
Vice President - Quality, Customer Analytics and Insights
Reliance Industries Limited
Daryl Travis
Daryl Travis
Author
Little Things - Big Returns - How to Deliver Experiences that Matter Most to your Customers
Matt Rocco
Matt Rocco
President and COO
Etech Global Services
Jim Iyoob
Jim Iyoob
EVP Customer Experience
Etech Global Services
Meghan Curran
Meghan Curran
Senior Vice President, Marketing, Guest Experience and Sales
Shedd Aquarium
Daryl L. Covey
Daryl L. Covey
Founder and Facilitator
Government Customer Service Community of Practice
Dan Wallis
Dan Wallis
Managing Director of Healthcare Call Centers
Kaiser Permanente OnCall
Susan LaVallee
Susan LaVallee
Managing Director
AXA US
Ken Davis
Ken Davis
3-1-1- IT Operations Manager
NOLA 311, City of New Orleans
Richard Mohr
Richard Mohr
Vice President Rental and Global Product Manager
Ryder System, Inc.
Andrew Gurbaxani
Andrew Gurbaxani
VP of Analytics And Networking
Benevis Group
Jim Reynolds
Jim Reynolds
Vice President | Customer Experience Manager
U.S. Bank
Craig Jackson
Craig Jackson
Vice President, Customer Operations
C Spire
Andrea Lopus Cardozo
Andrea Lopus Cardozo
Director, Consumer Insights
Pandora
Daniela Camacho
Daniela Camacho
Reservation Manager
JetBlue Airways
Melissa Moffett
Melissa Moffett
Vice President Customer Service
Machias Savings Bank
Dennis Stoutenburgh
Dennis Stoutenburgh
Leadership Team and Board Member
Rutgers CX
Kathy Hutchens
Kathy Hutchens
Vice President Business Development and Patient Engagement
Sharp Rees-Stealy Medical Centers
Elie Dakwar
Elie Dakwar
Former Contact Center Director
Bookit.com
Jay Autrey
Jay Autrey
Vice President of Customer Care
Monitronics International
Victor Janey
Victor Janey
Senior Operations Director
General Dynamics Information Technology
Kevin Blackburn
Kevin Blackburn
Innovation and Technology Guru
Express Scripts
Shawn Castle
Shawn Castle
Manager of Valvoline and VIOC Support Center
Valvoline
Ed Ariel
Ed Ariel
Vice President of Customer Service
ezCater
Callan Schebella
Callan Schebella
Chief Executive Officer
Inference Solutions
Joni Debow
Joni Debow
Training Consultant
Express Scripts
Mary Wooten
Mary Wooten
Instructional Developer
Express Scripts
Lana Stockman
Lana Stockman
Senior Manager, Performance Consulting
Express Scripts
Claudette Bell-Jones
Claudette Bell-Jones
Senior Vice President, Middle Market Line of Business Manager
Wells Fargo & Company
Randy Littleson
Randy Littleson
Chief Marketing Officer
InContact
Danielle D. Aiello
Danielle D. Aiello
Director, Customer Experience
Boingo Wireless
Michael J. Nethery
Michael J. Nethery
Tax Credit Sales Manager
HKP
Kevin Bottoms
Kevin Bottoms
Global VP, Business Development
Telus International
Donna Peeples
Donna Peeples
Chief Customer Officer
Pypestream