Our Insightful & Visionary Speakers

For information on becoming and/or nominating a speaker, please contact Erin Graham at 212-967-2774, or email her at Erin.Graham@frost.com

Keynote Speakers

Dr Nicola Millard

Dr Nicola Millard

Head of Customer Insight & Futures, BT Global Services Innovation Team

“Dr Nicola Millard is a customer experience futurologist with BT. Despite working for a technology company,

Full Bio
Nicola isn’t actually a technologist and combines psychology with futurology to try and anticipate what might be lying around the corner for both customers and organisations (sadly, her crystal ball is currently broken).

Nicola has now worked for BT for 22 years. She has done a number of jobs around the BT business, including research, user interface design, customer service and business consulting.

Nicola likes nothing better than to challenge conventional business thinking; from how call centres are managed to the ways in which people work. She got her PhD from Lancaster University in 2005 on the psychology of motivation and technology acceptance in call centres, published her first book in 2009 and now spends most of her time doing research, writing blogs, articles and white papers. She has also appeared on both the BBC (Radio and TV) and Channel 4 TV in the UK, has recently done a TED talk and is also a judge on a number of award panels including the Institute of Customer Service.

When she’s not doing all that, Nicola travels around the world presenting at conferences and running workshops with an assortment of organisations including banks, travel companies and retailers, to name but a few”.

Doug Zarkin

Doug Zarkin

Chief Marketing Officer, Pearle Vision

Recognized as a global strategic retail and brand marketing expert, Doug Zarkin has led the transformation of Pearle Vision’s global strategic marketing, e-commerce, visual merchandising, product promotion, and store design functions. His work is currently the subject of a Harvard Business case study on brand rejuvenation.

Full Bio
Mr. Zarkin has earned an impressive array of honors for his marketing and brand building work, including the Silver Clio Award, El Sol Award, Effie Award for Health Care Services Marketing (twice), WWD’s Best Executed Launch Strategy Award, the American Legacy’s Silver Halo Award for Cause Related Marketing, and the Bulldog Drummond Social Media Award for Best Social Media Platform.

He’s also been named “Marketer of the Next Generation” by Brandweek and “One of the 15 to Watch” by The Young Marketing Newsletter.

His public presence includes appearances on all of the major broadcast networks; in Forbes, The Economist, The New York Times, and The Huffington Post; and as a guest lecturer at many top universities, such as Harvard, NYU, Duke, Xavier, Miami of Ohio, and the Hebrew University of Jerusalem.

Speakers

Itzik Amiel

Itzik Amiel

Founder & Chief Executive Officer, Power Networking Academy, Bestselling Author 'The Attention Switch'

Bio is forthcoming.

Matt Beckwith

Matt Beckwith

Contact Center Director, Clark Pest Control

Bio is forthcoming.

Nate Brown

Nate Brown

Director of Customer Experience, UL EHS Sustainability

Bio is forthcoming.

Crystal Collier

Crystal Collier

Head of Strategy, Programs and Insights, Electronic Arts

Bio is forthcoming.

Rachelle Dever

Rachelle Dever

Global Brand & Guest Experience Director, InterContinental Hotels Group (IGH)

Bio is forthcoming.

Michael DeSalles

Michael DeSalles

Principal Analyst, Digital Transformation – Customer Contact, Frost & Sullivan

Bio is forthcoming.

Lamont Exeter

Lamont Exeter

Vice President, Learning and Performance, TTEC

Bio is forthcoming.

Tom Farrell

Tom Farrell

Senior Vice President, Customer Support, Web.com

Bio is forthcoming.

Richard Gianvecchio

Richard Gianvecchio

Vice President, Consumer Support, Symantech

Bio is forthcoming.

Phil Horn

Phil Horn

Senior Vice President, Sales & Service, Sacramento Kings

Bio is forthcoming.

Eric Jones

Eric Jones

Vice President, Consumer Support, TransUnion

Bio is forthcoming.

Stephen Loynd

Stephen Loynd

Global Program Director, Digital Transformation, Frost & Sullivan

Bio is forthcoming.

Gabriele Masili

Gabriele Masili

General Manager, Windows and Devices Group Support Business Unit, Microsoft

Bio is forthcoming.

Jeff Schutte

Jeff Schutte

Senior Vice President & Director of Customer Service & Digital Banking, Dickinson Financial

Bio is forthcoming.

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