Our Insightful & Visionary Speakers

For information on becoming and/or nominating a speaker, please contact Brooke Filson at Brooke.Filson@frost.com

Keynote Speakers

Anne Bibb

Anne Bibb

Senior Director, Customer Care, Hilton

Anne Bibb is currently the Senior Director for Hilton Reservations & Customer Care. .

Full Bio

Anne has over twenty years’ experience in customer service, demonstrating strength in building high performing teams to drive operational excellence and consistency. She relies on strong communication as the core of the business, strengthening client relationships, and driving results. Anne has held a variety of management roles including operations, client services, contract management, WFM, training and recruiting.

Anne was previously with Harvey Hotels, Wilson World Hotels, Holiday Inn Hotels, MCI/WorldCom, EDS, Alpine Access, Sykes and Sutherland.

A passionate advocate for remote work, employee engagement and leadership, she has been a speaker and featured attendee at webinars and conferences such as Remote Work Summit, University of Utah, AgileWorks, Running Remote, NASWA and more.

Anne is a member of the National Association for Professional Women and an Advisory Board Member of Intenth Management Group, as well as two youth advocacy groups. She also is a member of several leadership organizations and takes every opportunity to mentor up-and-coming management talent.

Anne lives in Texas with her husband, adult high-functioning autistic daughter, several seriously spoiled dogs and always keeps a room for her active duty Marine son when he comes home.

Gary Magenta

Gary Magenta

Senior Vice President, Customer Experience, Root

Gary Magenta is passionate about helping leaders and organizations change their business, transform how they engage their people, and deliver exceptional results.

Full Bio

He is the Chief Change Architect of Root Inc., a consulting company that helps the world’s most influential organizations master disruption, activate change, and realize positive results. During his 18 years at Root, Gary has partnered with CEOs and executive teams at Fortune 500 and Global 2000 organizations throughout North America and Europe, bringing a holistic view of their businesses, their people, and the customers they serve.

With more than 30 years of business experience, Gary brings a realistic outlook, a focus on results, and a sense of humor that puts things into perspective.

Gary is the author of 720 Haircuts — Creating Customer Loyalty that Lasts a Lifetime and The Un-Bossy Boss, as well as the host of the talk show series, The Pot Stirrer. He is a highly sought after international speaker that has been recognized with a Stevie American Business Award for Executive of the Year.

He lives in Chicago, Illinois, and Fort Myers Beach, Florida, with his wife and has two grown sons. Gary is a Google fanatic and an unapologetic reality show junkie.

Speakers

TS Balaji

TS Balaji

Vice President, User Experience, Cox Communications

Bio is forthcoming.

Matt Beckwith

Matt Beckwith

Director, Customer Service, Clark Pest Control

What inspires you?
Positively impacting others.

Matt Beckwith is proud to be a Contact Center Geek. Since putting on the headset for the first time as a directory assistance operator nearly 25 years ago, he has spent his career leading customer service and sales call centers in many different industries.

Full Bio

His passion for customer experience, technology, leadership, and professional development has led him to his current role leading customer contact operations for Clark Pest Control, one of the largest and most successful pest control companies in the US, headquartered in Lodi, California. In 2018, Matt was named an ICMI top 50 Thought Leader and featured contributor, and served as a judge for the ICMI Global Contact Center Awards. Matt also serves as a steering committee member for the Northern California Contact Center Association. Matt lives in Stockton, California with his lovely wife and two dogs. They have two adult daughters and two adorable grandchildren.

Jared Benesh

Jared Benesh

Executive Director, Product, Quicken Loans

Jared Benesh is an executive leader with over 20 years of progressive, multi-disciplinary experience in Telecommunications, Insurance, Healthcare and Financial industries on a global scale where I have held various leadership, technical, sales and strategic positions.

Full Bio

In his current role, Jared leads the strategy and transformation for all communications technology platforms, analytics and data intelligence strategic planning and direction for how clients and team members communicate with clients across all of the Rock Holdings portfolio of companies.

Jared’s passion for Customer Experience, technology and analytics is unparalleled and evident in his constant curiosity to make things better for the Customers of the companies he works with.

Nate Brown

Nate Brown

Head of Customer Experience, UL EHS Sustainability

Nate is the Co-founder of CX Accelerator. While Customer Service is his primary expertise, Nate is able to leverage experience in professional services, marketing, and sales to connect dots and solve the big problems.

Full Bio
From authoring and leading a Customer Experience program, to journey mapping, to managing a complex contact center, Nate is always learning new things and sharing with the CX community. Follow him on twitter using @CustomerIsFirst.
Teddi Burress

Teddi Burress

Senior Consultant, Customer Experience, Nationwide

Bio is forthcoming.

Derek Carder

Derek Carder

Vice President, Customer Experience & Technical Operations, Geotab

Favorite Quote: Good, better, best. Never let it rest. ‘Til your good is better and your better is best. – St. Jerome

Professional Summary: Executive technical operations leader with over 10 years of experience in the creation of organization infrastructure that drives efficiency, security, and impeccable customer experience for internal and external users.

Full Bio
Talent for identifying weaknesses in current support and technology application suites and implementing sustainable solutions in the support of the organizational goals. Proven success in consolidation of application platforms to reduce program redundancies, improve customer performance, create resiliency and to eliminate single points of failures. Track record of working with a coalition of resources to implement a more data secure and redundant infrastructure across expanding multi-datacenter environments. Known for global team-building, IT solutions development, and leading world-class teams to the delivery of organizational key performance indicators.

Areas of expertise: Customer Contact Strategy & Operations, Customer Interaction and Customer Experience, Customer Contact Technology, Agent Engagement, Outsourcing,

Additional area expertise: Salesforce, Zendesk, JIRA, call center management, KCS certification.

Most recent customer contact/customer experience initiatives: Performance dashboard for new hires. Implementation of KCS across the organization.

Steven Carleton

Steven Carleton

Vice President, Customer Experience, Premera Blue Cross

Bio is forthcoming.

Aarde Cosseboom

Aarde Cosseboom

Senior Director, GMS Technology & Product, TechStyle

For the last decade Aarde’s professional experience has been focused around Contact Center technology, servicing businesses and consumers through cloud based SaaS products. He enjoys working with large Global Customer Service teams to increase and leverage the following areas of business; leadership, customer experience, customer success, operations, technology, customer service, recruiting, and people development. He has won multiple awards in the Cloud Technology field that include Best Use of Cloud Technology and Best Voice of the Customer Product.

Regan Heckethorn

Regan Heckethorn

Vice President, Operations, Allegiant Air

What inspires you?
Acts of kindness & challenges

Regan Heckethorn has been a hands-on leader in the evolution of Customer Experience and Operations with over three decades of experience in the hospitality, medical, banking and airline industries. Most recently she was named VP of Operations for Allegiant Nonstop, a wholly owned family entertainment center line of business for Allegiant Travel.

Full Bio

Over the past four and a half years with Allegiant Travel, she successfully led the transformation from a simple call center model into a full service Customer Care Service Center which is a 24/7 one-stop shop housing phone, chat, social media service, baggage, World MasterCard member services and customer relations.

Throughout her career, Regan has held numerous operational management roles including Director of Hotel Operations, Director of Call Center Operations and Human Resources Manager.  After 23 years in the Hotel Hospitality space, she was a key contributor on the opening teams for five (5) mega resorts; Wynn, Encore, Encore-Macau, Cosmopolitan and SLS. As the Director of Hotel Operations for Wynn/Encore, Regan led the divisional efforts in the quest to successfully achieve the elusive Forbes Five Star rating accreditation in the first year of operation – and they did!

She is currently a founding member of the Customer Experience Leadership Team (CELT) for Allegiant where she will continue to cross-pollinate the service culture of the airline into the family entertainment sector. She leads with the philosophy that your culture is defined by your people and continues to coach and lead others that the value of the “heart” can make or break your business.

Residing for over 30+ years now in Las Vegas with her husband and recent empty-nester of 2 children, this is her fifth year in attendance for this conference where she previously has served as a Thought Leader and Advisory Board member.  She finds joy in sharing best practices by publicly speaking 2-3 times a year in various business forums and consortiums. Regan was honored and humbled as a recipient of the Most Valuable Thought Leader award by Frost & Sullivan in 2018.

Nigel Henry

Nigel Henry

Director, Customer Experience & Compliance, Pizza Hut

Bio is forthcoming.

Sylvain Jette

Sylvain Jette

Assistant Vice President, Customer Experience, Geotab

Bio is forthcoming.

Joel Kell

Joel Kell

Director, Service Operations, Elevate

Bio is forthcoming.

Kal Kuchimanchi

Kal Kuchimanchi

Director, Global Planning & Programs, Uber

Bio is forthcoming.

Jerry Leisure

Jerry Leisure

Vice President, Customer Success, Forte Labs

Bio is forthcoming.

Raquel Macarthy

Raquel Macarthy

Head of Customer Experience, Replacements

Favorite Quote: A day is not wasted if a memory is made.

Professional Summary: High energy leader with over twenty years in the Customer Service Industry. A progressive career within diverse business environments including Operations, Sales, Quality and Training. Broad based experience encompasses business restructuring, strategic planning, domestic and offshore vendor management including client management.

Full Bio

A highly developed sense of business acumen for excelling in planning, conceptualizing, problem-solving and tackling real challenges. People oriented, success-driven team builder who believes in collaborative management and accountability. Specific areas of strength include: Budget Management – Tactical Implementation – Team Building – Strategic Planning – Process Improvement – Performance Management – Business Analysis – Cost Reductions – Project Execution Professional Experience Replacements, LTD, Manager, Customer Experience October 2017 – Present Greensboro, NC Percepta, LLC, Regional Manager, North America Quality June 2016 – October 2017 Melbourne, FL Optum Health, Sr. Director, Client Services and Operational Performance March 2012 – February 2016 Orlando, FL United Health Care, Sr. Director, Learning & Development, Quality Strategy December 2007 – October 2011 Minneapolis, MN Washington Mutual, Vice President, Call Center Operations September 2003 – December 2007 Melbourne, FL JPMorgan Chase, Officer, Communications & Vendor Relations August 1996 – September 2003 Columbus, OH

Areas of expertise: Customer Contact Strategy & Operations, Customer Interaction and Customer Experience, Customer Contact Technology, Agent Engagement, Outsourcing, 

Additional area expertise: Quality, Training

Most recent customer contact/customer experience initiatives: Revamping hours of operations, schedules, cross training, quality

Brian Martin

Brian Martin

Director, Contact Center, ResortCom

Brian Martin, Director of Call Center Operations at Resortcom is a Los Angeles Native, with over 25 years of leadership and consulting experience in the Contact Center industry. Martin is a Six Sigma Green Belt, has held leadership roles with IBM, Sprint, Nextel, Citibank, American Express, Merck and McKesson.

Full Bio

Brian is well versed in the contact center industry having led various departments including; Operations, Workforce, Quality Assurance, Level I & II Technical Support, Human Resources, Training, Labor Relations, Process Improvement and Recruiting.

Brian has also facilitated platform training and focus groups in the areas of Professional Development, Diversity & Inclusion, Unconscious Bias and Supplier Diversity. Brian has led business engagements throughout the U.S. and internationally, having worked in Mexico, Trinidad, Jamaica, Costa Rica, the Philippines, and multiple Canadian locations, including Halifax, Quebec, Montreal and Newfoundland. Brian is also a motivational speaker, career coach and professional business mentor who is known for openly sharing nuggets of insight learned from his experiences in navigating both the corporate and professional landscapes. Brian sits on professional and social justice discussion groups and Q&A panels and he contributes written and audio content to various publications and media outlets.

Brian does advocacy work and fights to ensure that social and professional equality exists for people of color, those in marginalized areas and for members of the LGBTQ community. Martin is a member of The Human Rights Campaign’s (HRC) Nevada Steering Committee and serves as the Chair for HRC Nevada’s Federal Club. In his spare time Brian enjoys spending time with family and friends, international travels, cooking exotic dishes, entertaining at home and attending live music and theater productions. Brian has been an avid Tennis player since childhood and he can often be seen playing singles and doubles Tennis at various parks around the Las Vegas Valley.

Gabriele Masili

Gabriele Masili

Chief Technology Officer, Customer Service & Support, Microsoft

Gabriele “G” Masili is a strategic global executive with over 20 years of experience in software engineering, customer service, technical support and e-commerce.

Full Bio

A customer-obsessed innovator, he has a proven track record of designing, building and delivering world-class customer experiences serving millions of customers in more than 200 countries.

G currently serves as Microsoft’s Chief Technology Officer for Customer Service and Support, responsible for digital customer support, commercial AI support solutions and the worldwide technical support delivery for Microsoft Developer Tools. He previously led Microsoft’s Windows and Devices Group Support Business Unit, accountable for the end-to-end customer support experience and worldwide technical support delivery for Microsoft Windows, Xbox and Surface products and services, leading 10,000 support engineers across 40 geographies and 30 languages.

Prior to Microsoft, G built Amazon’s Customer Support for Italy, Spain and The Netherlands before moving to the U.S. to lead Amazon’s Worldwide Customer Service and Technical Support for their device products and digital services. He owned the end-to-end customer support experience, including the global technical support operations, as well as the design and product development of digital and web applications like Mayday Screen Sharing and Alexa’s ability to autonomously answer customer service queries.

Throughout his career, G has been an innovator and change agent, focusing on continuously improving customer satisfaction and digitally transforming the customer experience through his deep understanding of AI, voice, mobile and web support technologies. He has built, grown and managed customer service and technical support organizations with large-scale, globally distributed teams of thousands across a variety of verticals including technology, e-commerce, gaming, consumer electronics, telecommunications and travel.

G grew up in Cagliari, the capital of the beautiful island of Sardinia, Italy. He considers himself a global citizen, speaking three languages and having lived in London, Rome, Budapest, Berlin, Szczecin, Milan, Cairo, Luxembourg and, since 2015, Seattle.

Aisha Ponds

Aisha Ponds

Director, Stakeholder Escalations, BlueCross BlueShield of North Carolina

Aisha currently leads the Stakeholder Escalations organization at Blue Cross NC.  This team of analysts are responsible for handling all member escalations and complaints for the organization.

Full Bio
This includes complaints from all channels, from Social Media to Regulatory Entities, including the White House.  These important engagements with members are tracked and analyzed to elicit process improvement initiatives to Blue Cross NC’s operations and corporate business processes that improve the member experience and strengthen internal knowledge.

Aisha is a Certified Lean Six Sigma Black Belt, a certified Customer Experience and Analytics Professional, and a SCRUM MASTER, experienced in Change Management, Business Analysis, Process Improvement, Training and Development, Strategic Planning and Vendor Management.  With over fifteen years of experience as a Lead Business Systems/Process Improvement Professional for enterprise-wide process improvement initiatives she has performed fit/gap analyses to develop effective scalable best practices for organizations of all sizes and types.  She has a proven expertise in rearticulating technical data and regulatory requirements into Executive Presentations, end-user documentation, SOPs, desktop procedures and process models.

She is a native New Yorker who relocated to Raleigh, NC in 2007 to pursue her Master’s Degree in Technical Communication and Organizational Information Systems from North Carolina State University.  She also holds a BS in Technical Communication from Rochester Institute of Technology.  Aisha and her husband live in Cary, NC and enjoy movies, Asian Cuisine, and pushing their adult son to do better!

Katrina Schiedemeyer

Katrina Schiedemeyer

Senior Manager, Global Quality and Continuous Improvement, Oshkosh Corporation

Bio is forthcoming.

Alpa Shah

Alpa Shah

Vice President, Digital Transformation, Frost & Sullivan

What inspires you?
Unlocking the Possibilities of a Happy Future for ALL!

This May marked my 23rd year with Frost & Sullivan. Being part of a fast-growing company, a dynamic industry, an entrepreneurial culture, and a fun environment is invigorating and worth every moment.

Full Bio

My professional and volunteer experience includes business and strategy planning, product and vertical market analysis, growth consulting, event planning and execution, sales and marketing, web design, and most importantly, creating and inspiring teams to be best in class. Consulting projects have ranged from strategy development to white papers to end user analyses.
My current focus is to develop content that guides visionary CXOs and IT leaders through the next era of digital transformation with the help of IT experts and vertical industry analysts as well as extensive IT end user surveys.

Prior to joining Frost and Sullivan, I worked for Smith Barney for 5 years in its accounting division handling incentive compensation plans. Thereafter, I worked as an account executive at Edward Jones for approximately one year. In these positions, I learned much about the operations of a financial company, financial instruments, and sales techniques.

In my personal and professional life, I have served as the VP of Communications on the boards of PAMP (Parent’s club of 2,000 plus members) and the PTA, as well as within Frost & Sullivan’s GLOW (Growth & Leadership of Women) team.

Jen Staben

Jen Staben

Vice President, Digital Transformation, Frost & Sullivan

What inspires you?
People, Challenges, and Flow-Charts

For the past ten years, I have been deep in the heart of “Start-Up” customer experience teams. Beginning as a frontline represnative at Groupon, I have built a personal playbook from some of the best Customer Experience Teams around (Groupon,Bonobos, Squarespace).

Full Bio

In 2016 I took on the role of Head of Customer Experience at Rockets of Awesome, and developed the Experience Team, as well as the personal stylist fulfillment team from the ground up. In 2018, I took on leading Customer Success for Shift Operations, which provided the interesting challenge of delivering a great customer experience in the car buying industry. My focus for the teams I manage is to maintain an authentic human connection with our customers, and find alternatives to automation when applicable through reliable reporting, working cross functionally to address upstream root cause issues, building strong tools and processes for workflow efficencies, and putting in place a strong organization structure. In addition to developing Customer Expeirence organizations, I have developed or led strategy and implimentation on: Social Media and Reputation management, customer journey maps, customer satifaction data collection, cross department implementation of process and product, and training and development.

Mari Urrea

Mari Urrea

Contact Center Manager, Clark Pest Control

Bio is forthcoming.

Michael Zurat

Michael Zurat

Director, Engagement Solutions, Cognosante

Bio is forthcoming.

Contact Us

Contact Us

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San Antonio, TX 78229-5616

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

About the Event

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