Our Insightful & Visionary Speakers

For information on becoming and/or nominating a speaker, please contact Brooke Thorpe at 212-402-1814, or email her at Brooke.Filson@frost.com

Speakers From Our Previous Customer Contact West

Michael O. "Coop" Cooper

Michael O. "Coop" Cooper

Founder, Innovators and Influencers

Michael O. “Coop” Cooper is an internationally recognized executive coach, advisor, facilitator and trainer who specializes in working with executive teams to develop the leadership skills, alignment and strategies to grow and thrive in a constantly changing environment.

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Carolyn Muise

Carolyn Muise

Vice President, Chief Customer Office, Voice of the Customer Analytics and Intelligence, Dell

Carolyn Muise is vice president and chief customer officer for voice of the customer analytics and intelligence platform with Dell. Muise works to leverage big data and customer sentiment, proactively driving continuous improvements in technology, process, and information management and employee engagement, to enable Dell to drive optimal customer experience.

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Joanna MacLeod

Joanna MacLeod

Executive Vice President, Global Service Delivery, American Express

Joanna Macleod is Executive Vice President, Global Service Delivery for American Express Global Business Travel (GBT). Prior to joining GBT, Joanna spent three years in the business process outsourcing sector, first as Chief Operating Officer at Sitel EMEA, and then as a consultant providing business transformation services in the HR outsourcing sector.

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Speakers From Our Previous Customer Contact West

Crystal Collier

Crystal Collier

Head of Strategy, Programs and Insights, Electronic Arts

Crystal Collier is a pioneer in increasing engagement to enhance a company’s customer experience (CX). Her 20-year career has been devoted to CX transformations by understanding behaviors and improving the interaction between employees and customers in a variety of industries, including interactive entertainment, insurance, automotive, cable TV, Internet and multi-level marketing.

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Brian Crumpley

Brian Crumpley

Global Vice President, Customer Service, Newegg

Bio is forthcoming.

August Cziment

August Cziment

Director & Co-Founder, Ring

Bio is forthcoming.

Michael DeSalles

Michael DeSalles

Principal Analyst, Digital Transformation, Frost & Sullivan

Michael DeSalles is a Principal Analyst with the Contact Center group at Frost & Sullivan. He focuses on monitoring and analyzing emerging trends, technologies and market dynamics in the Contact Center industry.

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Mark Dean

Mark Dean

Vice President, Sales & Care, GoDaddy

Mark Dean has built a successful career in leading and developing high-performance teams across several technology and financial services organizations. In his role as vice president of Go Daddy’s Mid-Market and Productivity Groups, he is charged with providing technical care and sales for Go-Daddy’s ever-growing productivity solutions; which includes Microsoft Office 365 platform, email and migrations offerings, online security, and other partner productivity solutions.

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Tom Farrell

Tom Farrell

Senior Vice President, Customer Support, Web.com

Professional Summary: As Senior Vice President of Customer Service for Web.com, Tom Farrell is responsible for overseeing Web.com’s customer service interactions, along with a number of other duties. A seasoned operations executive and corporate officer, Mr. Farrell has served as COO or head of operations for several leading BPO companies – most notably Sykes, ClientLogic (now Sitel), and TRG (now IBEX). He has extensive experience in outsourcing and managing large contact center operations, in both domestic and international markets, including operations in the Americas, Europe, Africa, and Asia.

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Victor Ghanem

Victor Ghanem

Director, Business Process Solutions - Customer Experience, Manulife

Victor is a Director at Manulife with over 12 years of experience in process transformation, automation, IT project delivery, change management, leadership and innovation. He is recognized as an energetic change leader who continuously challenges the status quo, builds relationships of trust and is passionate about the future of technology.

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Richard Gianvecchio

Richard Gianvecchio

Vice President, Support and Services, Symantec Corporation

With a background ranging from national to desktop security, Richard brings a tenured history in protecting and securing information and systems across the globe. An engineer at heart, but with a keen sense of the emotions that trigger when customers are threatened, Richard has designed, built, tested, and supported all sizes of customers in this dangerous digital world.

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Kyle Handley

Kyle Handley

Contact Center Systems Administrator, Mind Body

Kyle has been the Contact Center Technology System Administrator at MINDBODY for 2 years.

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Chris Helzerman

Chris Helzerman

Vice President, Performance Improvement, Kaiser Permanente

Chris Helzerman is vice president, Performance Improvement (PI), for Kaiser Foundation Health Plan, Inc. In this role he is focused on improving the end to end member experience and reducing Kaiser’s cost to serve.

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Ryan Hillman

Ryan Hillman

Technology & Software Development Leader, Expedia, Inc.

Ryan Hillman is a longtime advocate for creating compelling and effortless customer service experiences through the latest technologies and intelligence, with nearly 15 years of experience at large technology companies like Expedia and Microsoft.

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Noel Holmes

Noel Holmes

Vice President, Customer Experience, Travelport

Noel Holmes is an energetic Customer Experience Executive recognized for putting teams and practices in place that empower companies to design and deliver profitable, addictive experiences. He collaborates with and motivates teams across the organization to make sure solutions can be quickly released to solve real customer problems.

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Kathryn Hutchison

Kathryn Hutchison

Director of Ecommerce and Customer Care, Whole Foods Market

Bio is forthcoming.

Scott Horace

Scott Horace

Senior Vice President, Global Contact Center Management, Mastercard

Scott Horace is senior vice president, Global Contact Center Management, for Mastercard Operations & Technology (O&T), a global business unit in St. Louis, Missouri. In this role, Mr. Horace defines global strategies and leads the Global Contact Center Management organization responsible for cardholder services across most of Mastercard’s portfolios. Members of his organization provide first and second level support and implement contact center strategies and models for Mastercard customers. Also, the Global Contact Center Management team recommends business and process improvements based on customer feedback.

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Derrick Hubbard

Derrick Hubbard

Senior Director, Contact Center Operations, Carnival Cruise Lines

Derrick Hubbard, a 16 year veteran of Carnival Cruise Line, is responsible for overseeing a wide-range of analytical and operational functions of the brand’s sales and service contact centers. His portfolio of responsibilities include the Workforce Planning organization, outsourcing partner management, and “voice of the customer” contact center analytics.

Derrick graduated cum laude from the University of Southern Maine where he earned a Bachelor’s degree in Communications, and he currently resides in Miami Beach, Fla.

Nancy Jamison

Nancy Jamison

Principal Analyst, Digital Transformation, Frost & Sullivan

Nancy Jamison is a Principal Analyst at Frost & Sullivan, covering inbound contact routing systems (ICR: including inbound, IVR/voice portal, outbound dialers, quality monitoring, workforce management, contact center analytics) and speech technologies.

Stephen Loynd

Stephen Loynd

Global Program Director, Digital Experience, Frost & Sullivan

1. Twelve years of research and analytical as well as sales and marketing expertise in the contact
center BPO market. Particular expertise in:
– Emerging trends and market dynamics in the BPO industry
– Go-to-market BPO strategies relative to specific vertical markets
– The competitive landscape of outsourcing vendors in the realm of customer contact

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Sue Martin

Sue Martin

Global Vice President, Customer Service, Newegg

Sue Martin is the Vice President of Customer Service at Newegg Inc., the leading electronics-focused e-retailer in the United States. As a 20-year veteran of customer service management, Ms. Martin brings a strong background managing large customer service organizations and centers in the airline, wireless, cable, and outsourcing industries.

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Gabriele Masili

Gabriele Masili

General Manager, Customer Service & Support for Windows and Devices, Microsoft

Gabriele Masili is a General Manager in Microsoft’s Customer Service & Support division, leading the Windows & Devices Support Business Unit with close to 10,000 support agents and engineers. He has end-to-end accountability for both the customer support experience and worldwide technical support delivery across Microsoft Windows, Xbox and Surface products and services.

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Rafique Muljee

Rafique Muljee

Manager, Customer Care, Multi-Channel Reservations, Discount Car and Truck Rentals

Bio is forthcoming.

Shawn Murphy

Shawn Murphy

Senior Director, Chief Customer Office, Voice of the Customer Analytics & Intelligence, Dell

As Senior Director, Shawn leads the Chief Customers Office Analytics and Insights Program for Dell; a world leader in enabling consumers, businesses and service providers to transform their operations and deliver information technology.

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Rachel Pace-Maron

Rachel Pace-Maron

OCU Consultant. Royal Caribbean

Bio is forthcoming.

Bruce Pullens

Bruce Pullens

Director, Customer Service, Lane Bryant

Bruce is the Director of Customer Service at Lane Bryant, responsible for the contact center relationships, new business and strategic initiatives. The Lane Bryant contact center is an award-winning organization that supports both Lane Bryant and Catherines Ecomm/Stores in support of a multi-channel client experience. He is a results-driven leader with more than 25 years of experience leading highly effective teams to ensure process improvement, employee training, and personal development.

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Tara Reichley

Tara Reichley

Head of NCSA Customer Relationship Center, Ubisoft

Bio is forthcoming.

Steve Riddell

Steve Riddell

Former Chief Sales Officer, Telesales, Sprint

Mr. Riddell is a dynamic and inspirational speaker, trainer, coach, manager and author with a reputation for excellence. He recently served as Chief Sales Officer at Sprint in charge of Worldwide Telesales for one of the nations largest Telco’s.

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Kevin Scanlon

Kevin Scanlon

Senior Director, Chief Customer Office, Voice of the Customer Analytics & Intelligence, Dell

Kevin Scanlon is a Senior Director within Dell’s Chief Customer Office (CCO).  In this role, Scanlon has operational responsibility for engagement with Dell’s customers, partners, and employees to drive quality, innovation and continuous improvement into its products, services and business operations. During Scanlon’s tenure, Dell’s Customer Experience program has been recognized by the Technology Services Industry Association (TSIA) for its Innovation in Customer Commitment, by Temkin Group for Customer Experience Excellence and by the Customer Experience Professionals Association (CXPA) for Customer Experience Impact. Prior to this role, Scanlon had delivery responsibility for several Enterprise accounts.  Prior to Dell, Scanlon held Executive roles at multiple technology start-ups as well as senior leadership positions at management consulting firms including Ernst & Young and PriceWaterhouseCoopers.

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Marlene Summers

Marlene Summers

Vice President, Customer Support & Services, Zuora, Inc

Recognized by the Silicon Valley Business Journal as a Woman of Influence and by the Stevie Awards as a Female Executive of the Year in Computer Software, Marlene is an industry trailblazer, born to do customer success at high-tech software companies.

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April Sealy

April Sealy

Vice President, Operations, Elevate

April Sealy is a contact center expert and 10-year veteran at Elevate.  Elevate is committed to providing solutions for non-prime customers today, and helping them on their way to a better financial future – “Good Today, Better Tomorrow.”

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Stephen Sedlak

Stephen Sedlak

Manager, Consumer Affairs SBM Life Science

Stephen (Steve) Sedlak has been a customer service advocate for over 16 years, bringing the consumer voice to the corporate conversation.

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Calvin St Juste

Calvin St Juste

Executive Director, Digital Care, Comcast

Calvin St. Juste is the Executive Director of Digital Care Strategy and Customer Operations for Comcast. His Digital Care team is bi-coastal, bi-lingual and operates 24/7, 365 days a year to assist XFINITY customers who are more comfortable communicating with a hashtag than a dial tone.

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Ted Stodolka

Ted Stodolka

Vice President, Sales & Customer Care Operations Strategy, Marriott

Ted is a Global Strategist and Visionary who has planned and developed multi-million dollar contact centers across Europe, Asia, the Americas, and the Middle East. He’s been adept at planning for and responding to regional nuances in markets and business culture.

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Wendy Welser

Wendy Welser

Director, Customer Service, Veolia North America

Bio is forthcoming.

Kristi Willis

Kristi Willis

Associate Director, Global Customer Care, Whole Foods Market

Bio is forthcoming.

Hui Wu-Curtis

Hui Wu-Curtis

Senior Director, Customer Care Strategy, Choice Hotels

In her role as Sr. Director of Customer Care Strategy within Shared Services for Choice Hotels, Ms. Hui Wu-Curtis is responsible for global strategic positioning and support of various lines of business, including Reservations/Sales, Member Services, Property Support, Customer Relations, Social Media and Reputation Management. Her organization handles the service delivery and sales for over 6,300 hotels in 35 countries with 30+ million Choice Privileges members worldwide in their various global contact centers.

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