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

Christina Kosmowski

Christina Kosmowski

Head of Global Customer Success & Services, Slack

A technology veteran, Ms. Kosmowski has spent nearly two decades holding leadership positions in the enterprise software space.

Full Bio
She is currently the Head of the Global Customer Success & Services organization at Slack, where she is responsible for ensuring customers realize the type of business value from Slack that drives lifetime customer loyalty. Prior to Slack, Christina had a 15 year tenure at Salesforce, where she had overseen several functions, including renewals, consulting, support, and customer success management. In that time, she helped the company grow from 200 employees and $30 million in revenue to over 25,000 employees and $8 billion in revenue.
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'

Itzik is the global leading authority on Networking, Personal Branding and Relationship Capital. He has transformed the lives and careers of clients and professionals worldwide, bringing more than 20 years of research and experience to the art and science of business relationship development and Attention Leadership™. His signature focus on success through authentic relationships has fueled his own rise to prominence. He was called many times one of the most “connected” individuals cross-countries.

Full Bio

Itzik has published many articles and white papers on networking, personal branding, client expereince and building relationship. His first bestselling book, ‘The Attention Switch™’ [www.attentionswitch.com] is one of the leading networking books globally.

As an internationally sought after, dynamic and inspiring speaker, he has delivered over few hundreds of public and corporate keynote presentations and executive briefings in more than 64 countries. His keynote presentations, trainings and business mentoring combine in interactive ways knowledge, unique how-to’s and unforgettable stories. His presentations and keynote speeches are truly a memorable experience.

Itzik has shared the stage with world’s premier thought-leaders including sir Richard Branson, Les Brown, Steve Woznijk [cofounder of Apple], Darren Hardey, Mark Victor Hansen, Marianna Williamson, Chris Gardner, Robert Kiyosaki, Nick Vujicic, Bob Geldhof, Tom Hopkins.

As founder and CEO of EyeRon Group, a consulting and corporate services company for International Expansion, and as the Founder of THE SWITCH® and the Power Networking Academy™, Itzik provides lawyers, other professionals and corporate market leaders with strategic consulting, keynote presentations and training to help individuals, organizations and firms communicate more successfully, strengthen their relationship, market presence and personal brands and improve their business network to grow Instantly and Fast.

Before founding THE SWITCH® and the Power Networking Academy™, Itzik honed his skills during his international legal and corporate career at prominent firms such as ABN AMRO Bank, Moore Stephens, international law firms and leading trust companies.

Itzik holds a Bachelor of Laws (LL.B.) cum laude and a Master of Laws (LL.M.) in international taxation. He is the founder and first chair of Young IFA, member of many professional associations, an active board member and international ambassador of the CRM
Association and the international ambassador and Global Expansion director of fCn network.

Besides, he is a member of the Global Board of the National Lawyers Bar of India; Itzik is a senior advisory board member for Corpdata (USA) and Globals inc. (India and USA). Itzik is also on the board of editors of the international tax Magazine, Analitica (Russia; CIS) and in the mentoring committee of ‘Big Consulting’ magazine.

Matt Beckwith

Matt Beckwith

Contact Center Director, Clark Pest Control

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 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.

Kelley Bond

Kelley Bond

Director, Customer Care Operations, Walmart

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)

Rachelle has been in the hospitality industry for the entirety of her career.  Her passion is to make a difference and inspire others to do the same.  Whether it be through paying it forward to her team, innovating to improve the guest’s experience, or founding a Women’s affinity group, making a difference has been the foundation of Rachelle’s career.

Full Bio

Rachelle is presently the Global Brand and Guest Experience Director for Holiday Inn, a division of IHG.  In this role, she is currently focusing on innovations in creating Restaurant and Bar solutions that drive revenue, brand growth, and meet the needs of guests.  Prior to joining IHG in October 2017, she was with Popeyes Louisiana Kitchen for over 13 years, and held various roles, most recently as Head of Global Guest Experience.  She was responsible for developing a multi-year guest experience strategic roadmap that improved Overall Satisfaction by 10% in 2014-2017.  Prior to joining Popeyes, she worked for ServiceCheck Inc.  There, she worked in various capacities including consulting with numerous clients of the Restaurant and Retail Industry; and was named Salesperson of the Year in 2003.  She also has a Bachelor of Arts degree in English from Reinhardt University in North Georgia.

In addition to her professional role, Rachelle also serves on the Argyle Leadership Advisory Board (May 2018-Present).  She is founding member of the Popeyes Women’s Leadership Forum (2009-2013).  As President, she developed by-laws, role descriptions for the board, and an annual strategic planning process.  She volunteers as the Women’s Foodservice Forum Brand Ambassador (2012-Present).  She is also a member with OnBoard Inc, a nonprofit organization whose mission is to increase women in the boardroom.

In her personal life, Rachelle lives with her husband Mike and two canine babies, Chloe and Leo.  She developed her love of animals very early on, having grown up on a horse farm.  Rachelle enjoys the role of mom, having two amazing stepchildren, Sara and Hayes.  When at home, her favorite place to be is in the kitchen cooking for her family and friends.

Michael DeSalles

Michael DeSalles

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

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.

Jeffrey Laird

Jeffrey Laird

Vice President of Customer Care, Stockpile

Full Bio

Jeffrey is Vice President of Customer Care at Stockpile where they make investing easy and affordable for everyone.

Jeffrey has been fortunate to have a long career working for great companies like Stripe, Intuit, Avanade, a joint-venture between Accenture and Microsoft, and Starbucks Coffee International. His deep expertise in technology consulting and building worldwide customer experiences makes him ideally suited to his work driving and promoting great customer care experiences that delight customers.

Jeffrey was recognized with Intuit’s CEO Leadership Award for Transformational Leadership in 2014. The transformation consisted of merging three different service and support organizations into one team delivering a seamless and delightful Care experience to small businesses using the QuickBooks Online ecosystem of products and services. With 50% year-over-year growth in the QuickBooks Online ecosystem he expanded his organization through outsource partnerships and implementing new enterprise telephony and CRM platforms to support the growth. At Stripe and Stockpile Jeffrey has implemented programs to build scale into startups that are growing rapidly with limited resources and budgets.

Stephen Loynd

Stephen Loynd

Global Program Director, Digital Transformation, Frost & Sullivan

Bio is forthcoming.

Raquel Macarthy

Raquel Macarthy

Customer Experience Manager, Replacements

Bio is forthcoming.

Gabriele Masili

Gabriele Masili

Chief Technology Officer, Customer Service & Support, Microsoft

Bio is forthcoming.

Katrina Schiedemeyer

Katrina Schiedemeyer

Global Quality Analyst, Oshkosh Corporation

Bio is forthcoming.

Jeff Schutte

Jeff Schutte

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

Jeff Schutte is the Director of Client Care for Dickinson Financial Corporation in Kansas City. Jeff leads a diverse contact center business for the holding company which is a blend of both traditional and digital solutions supporting the consumer banking lines for each of Dickinson’s two banks. Academy Bank is a community bank operating in five states and Armed Forces Bank, operating in fifteen states, is a military bank with locations on military installations and in the surrounding communities. Together, the banks comprise more than $2 billion in assets.

Full Bio

Due to its size and the diversity of the markets and consumers served, the bank takes a multi-faceted approach to customer service. In addition to the more traditional phone-based contact center, Jeff’s organization also handles interactions through digital and mobile banking solutions, messaging for customer service and support in the form of live chat and secure email and, more recently, Jeff and team launched one of the first video banking operations in the bank’s markets. The video banking center handles live, face-to-face video interactions from customers who are at interactive teller machines which may be integrated into a branch teller line, in a drive-through or even as standalone “express” branches in parking lots. As consumers increasingly look to conduct their banking at times that are most convenient and in ways that offer the fastest service, Jeff has worked across the enterprise to generate consumer adoption of banking self-service features such as mobile check deposit and the use of “Smart ATMs” which are deposit-taking machines placed throughout the bank’s markets, serving as an extra teller in bank branches, and that perform nearly the same functions as a traditional or video tellers.

Throughout his career, Jeff has led strategic efforts which draw from his experience in customer experience design, process design and improvement, channel development as well as e-commerce and digital marketing. Jeff enjoys Kansas City where he lives with his wife and children.

Samantha Starmer

Samantha Starmer

Former Vice President, Global Digital Experiences, Ralph Lauren

Bio is forthcoming.

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