Facilitators

Jacob Britt

Jacob Britt

Senior Manager, Business Development, Aceyus

Jacob Britt brings a holistic perspective to understanding the customer journey, having worked for nearly 20 years with front-line customer-facing organizations, applications and technologies that deliver and create industry-leading customer experiences.

Full Bio

He specializes in working with large companies that employ a vast number of disparate systems, helping them to make sense of their data by summarizing it and making it available to the right people. As a Senior Manager in Business Development with Aceyus, Jacob has a passion for finding the latest in customer experience improvements along with strategic partners that help to bring innovative ideas to the world of Contact Center Analytics.

Neil Crane

Neil Crane

Vice President, IT and Product, Cicero

Mr. Crane’s experience spans nearly 25 years of technology change during which he has designed and overseen the implementation of enterprise computing systems

Full Bio

for Fortune 100 companies on the leading edge of technology adoption, providing common-sense, value for money, process integration solutions.

Mr. Crane is currently the Director of Product Strategy at Cicero Inc. where he focuses on the development of the company’s Desktop Activity Intelligence products.

Dan Fox

Dan Fox

Vice President, Emerging Markets, SmartAction

Dan is the Vice President of Emerging Markets at SmartAction. In this role, he leads strategic initiatives in product and market expansion. Dan has many years of experience in market development for Artificial Intelligence technologies, with a focus on conversational speech recognition and natural language.  Prior to SmartAction, Dan spent 8 years at Interactions, where he served in marketing, sales, partnerships, and corporate development.

Chris Gillen

Chris Gillen

Vice President, Operations, Purchasing Power

Bio is forthcoming.

Tony Iero

Tony Iero

General Manager, Digital Solutions, VHT

Bio is forthcoming.

Paul Ignasinski

Paul Ignasinski

Senior Vice President, TTEC Digital

Paul Ignasinski is Senior Vice President of TTEC Digital. Specializing in the development and execution of customer-focused growth, innovation, and transformation strategies and execution on a global scale, Paul has over 20 years of experience working with large global organizations across numerous industries.

Full Bio

A key part of Paul’s responsibility at TTEC is leading the Company’s efforts in the visioning, development, and execution of forward-thinking, business outcomes-focused strategic offerings and value creation drivers to guide TTEC’s Customers and Partners in the delivery of future-focused CX programs and ecosystems.

Paul earned both his Master’s and Bachelor’s degrees in Business Administration from the University of Michigan’s Ross School of Business in Ann Arbor, Michigan. He resides in Denver, Colorado, with his wife and two children, and spends his free time enjoying the incredible experience of being strapped to a mountain bike and/or a snowboard.

Parikshit (PK) Kalra

Parikshit (PK) Kalra

Senior Vice President, Solutions & Capabilities, HGS

Bio is forthcoming.

Corey Kotlarz

Corey Kotlarz

Outsource Consultants, Minneapolis

What inspires you?
My Parents, My Family, My Company, Hard Work, Entrepreneurship & Roger Federer.

Corey Kotlarz is the Founder and President of Outsource Consultants, an outsource call center referral and advisory firm. He has over 25 years of experience in the call center industry with a track record of leading companies and driving rapid growth.

Full Bio

Kotlarz founded Outsource Consultants in 2013 after watching a rapidly expanding landscape create a growing need for objective BPO industry guidance, and for assisting companies with their outsource call center partner selection process. Outsource Consultants has grown rapidly by utilizing its proprietary database of over 300 heavily vetted call centers to help clients – from start-ups to Fortune 500 companies – find a BPO partner that matches their exact requirements for location, service, culture, experience, and cost.

Prior to founding Outsource Consultants, Kotlarz served as Vice President for an award-winning outsource call center where he was responsible for new business development and marketing initiatives while driving significant growth to help achieve industry awards such as Rising Star, MVP of Quality, and a “Top 50” outsource call center.

For 19 years, he was instrumental in driving the company’s strategic vision while overseeing and managing all aspects of the company’s business development, marketing, and strategic vendor partnerships. He worked with leading clients such as StubHub, American Express, Pizza Hut, Cricket Wireless, Clearwire, United Healthcare and Quest Diagnostics to assist them with their contact center and business process outsourcing strategy.

Outside of work, Mr. Kotlarz is married with two children and enjoys spending time with his family, traveling, listening to music and playing competitive tennis. He’s also an avid NFL enthusiast and fantasy football veteran of 30+ years.

Fred Lee

Fred Lee

Chief Technology Officer, Cars.com

Fred Lee Chief Technology Officer Fred Lee serves as chief technology officer for Cars.com. In this position, Fred manages the technical and data engineering teams and is responsible for the product, data and operational platforms.

Full Bio

Prior to Cars.com, Lee was the Vice President of Digital Architecture at Grainger and Chief Technology officer at Gamut, a fully-owned subsidiary of Grainger. Previously, Lee was the Chief Technology Officer at Belly, a six-year-old Chicago startup with top-tier investors, such as Andreessen Horowitz and Lightbank.

Before his time at Belly, Lee was the chief information officer and chief technology officer of Enova International, Inc. (NYSE: ENVA). During his time at Enova, he helped launch eight businesses in six different countries while managing a team of 250 engineers, five data centers, and multiple systems.

Fred served as the Director of Web Strategy at Vail Systems prior to joining Enova, where he was responsible for the creation and development of the company’s web-based services and products.

Lee received a bachelor’s degree in industrial engineering from Purdue University and a Juris Doctor from Loyola University Chicago School of Law.

Rob McDougall

Rob McDougall

Chief Executive Officer, Upstream Works

What Inspires You?
Campfires, guitars and improving customer experience for everyone.

Rob McDougall is the Chief Executive Officer at Upstream Works Software. Rob has been providing customer care solutions for over 25 years, creating real world, road tested solutions that meet the needs of the market, partners, and customers.

Full Bio

His forward-thinking vision of customer experience led him to conceive, develop, and deliver the first true omnichannel solution in 2006, long before the term omnichannel was coined.

Today, Upstream Works is an award winning company that provides organizations with flexible, innovative customer service solutions across virtually every industry worldwide.

Mary McKenna

Mary McKenna

Director, Product Management, Interactions

Bio is forthcoming.

Will McLaughlin

Will McLaughlin

Senior Manager Solution Leads, North America, Genesys

Bio is forthcoming.

Lynn Olson

Lynn Olson

Vice President, Customer Experience, PTP

Lynn Olson is passionate about delivering great customer experiences.  As Vice President of Sales and Marketing at PTP, she has built a team and a culture that puts the customer at the heart of every endeavor.

Full Bio

Lynn has consulted with many fortune 500 clients, developing innovative ways to create and sustain a better experience for their customers with measurable results. Her strategic client and partner relationships have helped companies map their customer journey, reinventing the way they engage their customers.  Prior to PTP, Lynn has worked at companies such as Nuance and Microsoft, where she supported the customer experience from a sales, marketing and technical perspective. She holds an MBA from the University of Minnesota, Carlson School of Management. Lynn currently lives in San Francisco and loves to travel, cycle and spend time with her family!

Andrew Papparides

Andrew Papparides

Head of Support Strategy, ServiceNow

Bio is forthcoming.

Chris Savio

Chris Savio

Senior Product Marketing Manager, Bold360 by LogMeIn

Bio is forthcoming.

Deb Schweizer

Deb Schweizer

Senior Vice President, Global Business Solutions, Teleperformance

Teleperformance Experience

  • Chosen to build new solutions for pursuing challenging new market opportunities particularly for companies being impacted and taking advantage of digital disruption
Full Bio
  • Selected to work on new logo and existing client initiatives with special teams to help solve problems, achieve strategic business objectives, and nurture valuable partnerships
  • Asked to build business of clients leveraging past experience/expertise centered on driving innovation/transformation, reducing costs, increasing revenues, improving CSAT and NPS levels, enhancing market positions, increasing operational efficiencies, and optimizing the customer experience
  • Successful in launching one of TP’s top global clients across 13 sites in 8 countries in industry record-breaking ramping times by leading global teams and focusing on sharing universal best practices to meet/exceed all client goals
  • Assigned to some of TP’s priority global accounts to manage cross-geo teams to deliver tangible business results for the accounts while maximizing all operational efforts/results

Relevant Industry Experience

  • 15 years of successful global experience in the outsourcing industry across verticals
  • Proven expertise in New-Existing Logo Sales, Client Services, and Global Account Strategy/Operations Management, as an individual contributor and leader
  • Specialties include utilizing Innovation, Technology, Process Optimization/Automation, Data Analytics, and New Pricing Models to aid clients and their customers
  • A builder of creative ecosystems to drive CX excellence and business growth
  • Syncing companies with solutions that are strategic and results-oriented
  • MBA focused on Economics and International Finance with Business and Marketing majors

Contact Us

Contact Us

Customer Contact West
7550 IH 10 West, Suite 400
San Antonio, TX 78229-5616

Phone: +1-877-463-7678
Email: events.us@frost.com

About the Event

Customer Contact West will prepare you for the future of customer care by providing pragmatic real world experiences, insight, best practices and tools for embracing an accelerating digital transformation.

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