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.

Full Bio
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. Coop has 23 years of experience as a coach, management consultant, strategist and project leader with Fortune 1000 companies and small businesses in over 20 countries. He has worked with leaders at Accuray, eBay, Genentech, Google, Novell, Sony Computer Entertainment America, Southwest Airlines, TeleNav, Wells Fargo, Yahoo, Yammer and hundreds of other organizations large and small. He co-lead the teams to develop the world’s first wireless web platform for Vodafone and Verizon deployed in 27 countries and developed the specifications for the first custom internet car-ordering system for Honda. He has facilitated global summits for Sony corporation and a conference on managing Millennials for the Northern California Human Resource Association. For the past 12 years, he has coached and advised Eric Rodenbeck, CEO & Creative Director of Stamen Design, named by Fast Company as one of the 50 Top Innovative Companies in America and one of the Top 50 Designers in America. He has also been selected to coach the prestigious TED Fellows.

Coop is a contributor to Fast Company, Inc., Entrepreneur and Wired Innovations. He was the founding president of the International Association of Coaching, has served on the faculty of Sony leadership programs, CoachVille, Thomas Leonard School of Coaching and the Graduate School of Coaching. He completed coach training at Coach U, CoachVille and the School of Shadow Coaching. He received an MBA from the Freeman School of Business at Tulane University with a concentration in Information Systems and a special emphasis in Global Strategic Management and degrees in History, Communications Studies and Technology Education at Virginia Tech. He received the (Shop Local / Consulting) Entrepreneur of the Year Award in 2006 from San Francisco where he lives with his partner and dog. He is an active supporter of the arts and Burning Man community.

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.

Full Bio
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. Previously she led EMC’s Total Customer Experience Program with revenues of $24.5 billion and 60,000 people worldwide. In this role, Muise had operational responsibility for engagement with EMC’s customers, partners, and employees to drive quality, innovation and continuous improvement into its products, services and business operations. Under her leadership, EMC’s Total Customer Experience program has been recognized by the Technology Services Industry Association (TSIA) for its Innovation in Customer Commitment, Temkin Group for Customer Experience Excellence and Customer Experience Professionals Association (CXPA) for Customer Experience Impact. Prior to this role, she led EMC’s Engineering Lab (E-Lab). EMC’s E-Lab is a global operation considered the industry’s premier brand for rigorous, end-to-end interoperability testing and the development of “best-in-class” integrated solutions. In this role, she led a team that worked closely with EMC customers, partners, vendors and competitors to promote integration across every major platform, operating system, and network element available for customer consumption.
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.

Full Bio
Joanna Macleod is Executive Vice President, Global Service Delivery for American Express Global Business Travel (GBT). Prior to joining GBT, and previously American Express corporate card, 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. Before that, Joanna was at Dell for seven years and managed customer service operations for EMEA. She has also held corporate finance and corporate development roles with KPMG and Telecom New Zealand. Joanna holds a Bachelor of Accountancy from Glasgow University and an MBA from Canterbury University. She is a member of the Institute of Chartered Accountants of Scotland.

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.

Full Bio
Crystal leads strategy, programs and insights for Electronic Arts Worldwide Customer Experience. She is the former CEO of CX Solutions (previously TARP Worldwide) and former Vice President of Member Communications at Aol. She is a featured speaker on the subject of employee engagement, most recently at the Insight Information Exchange North America, International Quality & Productivity Center CMO Exchange and the Total Customer Leadership Summit.

She has analyzed the importance of training and engagement in relation to the customer experience in many companies. Crystal is passionate about using technology and data to help organizations understand what matters and develop strategies to strengthen customer relationships and increase the bottom line.

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.

Full Bio
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.

Michael has completed numerous research studies, white papers, custom consulting projects, end-user surveys, and market insights on:

• Customer service and support applications
• Customer Care Outsourcing
• Contact Centers Going Green
• On-demand Hosted Contact Center Technologies
• Work-at-Home Agent Deployment

Michael is also a frequent panelist on industry podcasts as well the Company’s video, think tanks and eBroadcast series of live webinars.

Prior to joining Frost & Sullivan, DeSalles was a Network Routing Manager with AT&T Consumer Services. He brings with him over 25 years of industry experience spanning contact center operations management, customer service and support, agent supervision, sales training, and project management in call centers.

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.

Full Bio
He has also had the pleasure of learning through his roles leading inside and outside sales, customer relations, Service, Office of the President and Global BPO partner teams at Intuit, First Data and HSBC.

As a former college basketball player, Mark credits his successful track record in building teams that deliver successful employee and customer outcomes, to his sports experience.

Mark holds a BS Degree in Finance from Old Dominion University in Virginia and an MBA from Troy State University in Alabama.

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.

Full Bio
Mr. Farrell has also worked in the private sector; prior to joining Web.com, he ran the Insurance Services Division for CapitalOne, and was COO of QuickStart Technologies in Newport Beach, California, where he helped to start Microsoft Certified Professional Magazine and served as its Executive Editor. In his spare time, Mr. Farrell taught graduate level economics at Webster University in Irvine, California. He holds an MBA from Seton Hall University and a bachelor’s degree from St. Peter’s College. When he’s not in the office at Web.com, Mr. Farrell can usually be found either on a boat with his 16-year old daughter and 13-year old son, or futilely chasing a golf ball around a course in Florida.

Areas of expertise: Customer Contact Strategy & Operations,

Most recent customer contact/customer experience initiatives: Through our Web.com network of brands, which include Network Solutions, Register.com, Yodle and SnapNames, , we are dedicated to providing everything a small business needs to succeed online. Behind the scenes we have been working to integrate the various support operations and mechanisms to assure a consistent and best in class customer experience. Major projects completed and in flight include: Unifying all brands and sites onto the Cisco telephony platform Unifying all brands and sites onto our in-house Rocket E-CRM system Running all Work Force Management planning and processing for all front line service personnel through the Teleopti system Adoption of Parature knowledge management to consolidate solutions to be delivered both internally to customer service representatives (CSRs) and across all major service channels to our customers Introduction of a CSR coaching model, whereby we eschew traditional Call Center metrics, such as Handle Time – and after solving the Client’s initial problem, review the account holistically to anticipate future incidents and preclude the next call

Location: Jacksonville, FL, USA

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.

Full Bio
As the Director of Business Process Solutions, Customer Experience in Canadian Division, he is responsible for leading the Inbound & Outbound transformation program. This program is focused on improving the customer experience by the effective use of OCR/ICR, electronic forms / eSignatures, front-end mobile apps, electronic presentment, chat and the integration of data into RPA and bots.

Manulife provides financial advice, insurance, wealth and asset management solutions for individuals, groups and institutions. A company entirely dedicated to help people achieve their dreams and aspirations, by putting customers’ needs first and providing the right advice and solutions.

He holds the designations of Project Management Professional (PMP), Lean Certified, Six Sigma Blackbelt and currently serves on the audit committee for the Cambridge Memorial Hospital.

He enjoys spending his free-time educating about Change Management tools online, developing Mobile Apps and researching future technologies.

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.

Full Bio
In his current role of Vice President of Support and Services for Symantec Corporation’s Norton brand of consumer security products, he is responsible for driving critical engagement opportunities with global omni-channel support offerings using technology moderated communication tools including phone, chat, community forums, online self-service and social media. Richard’s team leverages customer engagement opportunities to perform root cause analysis, identify marketing opportunities, discover underserved niches, and fosters situational customer understanding to identify value opportunities that enable his organization to be a trusted advisor to customers across the globe.

Richard earned a Bachelor’s degree in Aerospace Engineering from the University of Illinois, and a Masters of Business Administration from the University of California, Los Angeles

Kyle Handley

Kyle Handley

Contact Center Systems Administrator, Mind Body

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

Full Bio
He strives to leverage technology and create effortless experience for agents and customers. Kyle is a self-proclaimed technical healer. He trained in shiatsu acupressure in 2005 and has worked in support capacities for technology since 2002. His passion is helping healers and the wellness of the world with technology. In 2010 Kyle started a custom Minecraft Server while the game was in alpha. This fed his drive as a (now recovering) gamer and prepared him for working (sometimes hacking) on the bleeding edges of innovation.
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.

Full Bio
In his current role leads a team focused on analytics and operational insights; service strategy; member and employee engagement; innovation programs; and social media support.

Chris joined KP May 2016, and comes to Kaiser Permanente from Walgreens, where he was director of Operational Analytics and Outbound Programs. In that role, Chris established an analytics team responsible for cultivation of operational and behavioral insights including studies of call and complaint drivers; and analytics to lower operational costs and increase customer retention.
In addition, he was responsible for customer engagement programs including over 400 million outbound calls per year, which drove over $20M in incremental sales. Over a three-year period, his team also achieved a 220 percent increase in the response rate to refill reminders.

Prior to Walgreens, Chris held program management and client relationship positions with West Corporation a communication services company focused in the healthcare and financial services space and with a startup focused on consumer engagement and preference based communication.

Earlier in his career, Chris held application develop and system architecture roles at technology firms such as Electronic Data Systems, which is not part of Hewlett Packard.

Chris earned a BA from the University of Michigan in Communication, Political Science, and Psychology.

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.

Full Bio
He specializes in bringing together talented minds across organizations and disciplines and leading delivery of highly solutions to tough customer and technology challenges. Ryan’s team at Expedia is creating and leveraging intelligence to enable smart. holistic user experiences across our various brands and customer-facing channels – web, text, and voice – that deliver business value, ensure repeat customers, and revolutionize the travel industry.
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.

Full Bio
He has worked in the retail space, the technology sector, telecommunications, and has done lots of work in the travel industry starting with Travelocity where he designed one of the first digital solutions for people to search and book travel for both Web and mobile.

Noel is an expert in capturing and overseeing end-to-end Customer Experience Roadmaps to identify and fill the gaps. He’s highly effective in testing, defining and formalizing user-centered design methodologies that are energizing, pragmatic, effective and repeatable across the enterprise.

While working at Travelport, Noel directed the company’s Customer Experience Design Strategy. To put the strategy in practice, he formed the first Travelport UX (now CX) team that includes user research, interaction design, front-end technology, visual design and a team of innovation specialists.

Under his leadership, Travelport’s CX COE team helped Travelport deliver the right products faster by:

  • Understanding the end-to-end customer experience
  • Cross-pollinating customer insights
  • Defining customer-driven design standards
  • Sharing processes and components

Noel also created Travelport’s innovation practice, Juice Labs. This has evolved into Travelport Labs which includes the Travelport Accelerator and the Innovation Workshop Services, a consultancy practice for its customers.

The CX team positively changed Travelport’s approach to creating profitable, engaging experiences for “B2B” and “B2B2C” solutions. The team is currently leading the end-to-end Travelport Agency Customer Journey and training internal and external teams on Design Thinking and the Lean approach.

Noel has been a passionate advocate for User and Customer Experience (UX/CX) since 1996 when the discipline of user-centered design was new and the understanding vague. He began his career writing user manuals for Apple products where he first developed a love for defining cool, usable solutions. He has lead the transformation of design and innovation for several companies in the travel industry as well as improving experiences in telecom, internet services and retail/e-commerce.

Noel and his stunning and brilliant wife, Noel (yes, same name) live in Austin, Texas with their handsome and daring twin boys.

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.

Full Bio
Mr. Horace began his career at Mastercard in August 1995, as part of the Network Command Center. He moved to Customer Support in 1997, where he held several progressive positions. He joined the Global Contact Center Management team in March of 2016.

Mr. Horace is a graduate of Southeast Missouri State University, and holds a degree in Mass Communications, with a minor in Marketing.

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

Full Bio
Industry Expertise
1. Experience base covering broad range of sectors, leveraging long-standing working relationships
with leading industry participants’ Senior Executives
– Customer care/CRM/customer contact
– Business Process Outsourcing (BPO)
– Global sourcing (from the US, to offshore, nearshore and homeshore)

What I bring to the Team
– Particular skills in writing, analysis and presentation
– Insight from the perspective of the end-user
– Experience and skills in sales and marketing
– A global outlook

Career Highlights
1. Extensive expertise in the evolving customer contact landscape
2. Twelve years experience at several relevant organizations:
– Stream Global Services
– IDC
– Sakon, LLC
– MassTrade

Education
1. M.A. from the Paul H. Nitze School of Advanced International Studies (SAIS) at Johns Hopkins
University, Washington, D.C.
2. B.A. from Colby College, Waterville, ME

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.

Full Bio
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.
Sue’s experience includes center assessments for best practices and standards optimization, agent and management training programs, inter/intra-departmental communications programs, and project management. Ms. Martin joined Newegg in early 2011 to lead the company’s award-winning customer service division.
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.

Full Bio
Gabriele brings over 20 years of experience in customer service, technical support and e-commerce, along with a proven track record in designing and delivering world-class customer experiences around the globe. Prior to Microsoft, he built Amazon’s Customer Support organization for Italy, Spain and The Netherlands before moving to the U.S. to run Amazon’s Worldwide Customer Service and Technical Support business for devices and digital services, overseeing support for all of Amazon’s devices including Kindle e-readers, Amazon Echo, Amazon Dash, Fire tablets, and TVs, and digital devices, like Alexa, Amazon Video, and Prime Music.

Throughout his career, Gabriele has been an innovator and change agent, focusing on continuously improving customer satisfaction and digitally transforming the customer experience. He has a deep understanding of AI, voice, mobile and web technologies and experience leading global B2B and B2C support and engineering teams across a variety of verticals. He is a passionate technology leader and has designed and built customer-facing products serving millions of customers in more than 200 countries. Gabriele has also grown and managed customer service and technical support organizations with large-scale, globally distributed teams of thousands, across 40 geographies and 20 languages.

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

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.

Full Bio
He’s been engaged in a wide range of high tech roles including product engineering, customer engagement and professional services throughout his career.

As a member of leadership, Shawn is central to defining and driving the customer experience program that has been recognized with multiple industry awards and accolades for its vision, strategy and execution.

The Analytics and Insight program leverages Big Data via a holistic listening culture, analytics and data science to identify customer and product performance risks, market opportunities and competitive threats as it relates to Dell customer experience and loyalty.  Shawn is responsible for delivering business value by providing actionable insights, through advanced analytics, to determine drivers & trends that impact the customer.

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.

Full Bio
He is a visionary Operations Executive with accomplished experience managing all levels of executives and leaders, to include Directors, Managers, Project Managers, and Supervisors. Before joining Lane Bryant, he worked for Macy’s.  At Macy’s, he honed his skills in strategic business development while overseeing multiple functions in credit operations.  Bruce’s career includes leading multiple departments, to include Customer Service, Credit Granting, Collections, Litigation and Consumer Disputes.

Bruce is an open and clear communicator, building staff and customer loyalty through disciplined execution of initiatives that result in effective coaching, team building and leadership development strategies. He offers a presentation in experience and insight centered upon developing leaders through strategic coaching. Bruce built many disciplined teams, resulting in strong gains for process efficiencies, increased profits and high achieving satisfaction scores. He is a high-energy, results-oriented leader with a strong entrepreneurial attitude.

Bruce is skilled in Employee Relations, Coaching, Organizational Development, Executive Coaching, and Team Building. He is highly skilled in addressing customer concerns with speed, accuracy, and professionalism. Bruce has an unwavering commitment to cultivating partnerships, operational efficiency and growing businesses in objective of organizational effectiveness.

Bruce thrives on challenges that expand the company’s reach. He is a highly rated speaker on industry related topics. He has spoken and or presented at The Argyle Executive Forum, Oracle Open World and for StellaServices. He achieves success through structuring high-performing teams, streamlining processes to result in operational excellence, and implementing technology to maximize profits while improving the client experience.

Bruce has a Masters in Organizational Management, specializing in Organizational Leadership. He lives in Ohio with his wife and their eight children.

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.

Full Bio
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. Prior to joining Sprint, he served as Chief Sales Officer for Blinds.com and helped engineer significant growth at the company which ultimately resulted in a merger with The Home Depot, America’s largest home improvement company.

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.

Full Bio
Scanlon has co-authored numerous Customer Experience white papers, cited in multiple industry journals (e.g. WSJ, Forrester), developed service delivery models concepts and has participated in multiple industry conferences as a speaker / panel facilitator – and is an active participant in the several Customer Experience industry associations. Scanlon is a graduate of James Madison University with a Bachelor in Finance & Computer Information Systems. He earned a Masters in Business Administration from the University of North Carolina – Chapel Hill.
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.

Full Bio
She brings 20 years of experience in enterprise software, grounded in a technical background and empowered by insightful leadership and an influential management style which gets the things done. Marlene joined Zuora in 2010 as the first Customer Success Manager before transitioning to build out the customer support organization, which provides 24×7 support through four service centers, delivered by over 70 experienced professionals, achieving a 96% Customer Satisfaction rating, which exceeds the software industry benchmark by 10%. In 2016, Marlene expanded the scope of her team to include strategic solution services, technical documentation, Developer Center and Zuora Community. Her Customer Support Services and Community organization focuses on delivering the best customer service possible, aggregating content by bringing together sources of knowledge and information, deflecting support tickets to save costs and giving customers value-add services to enhance operational efficiency and drive revenue.
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.”

Full Bio
As the Vice President of Operations, April is responsible for delivering a great customer experience through contact center customer support and operational readiness.  She leads Customer Solutions, User Acceptance Testing, Quality, Training & Documentation, Workforce Management, and back office functions supporting the customer experience. She is focused on delivering a great customer experience and continuing the tradition of high employee engagement and satisfaction that has lead Elevate to be certified as a great workplace by the independent analysts at Great Place to Work®.  April is a passionate coach, mentor, and expert on building a compelling engaged workforce and culture.  April previously held positions in auto finance at Citi and HSBC as well as having spent almost 16 years at Sprint.
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.

Full Bio
In his most recent role, he is Manager Consumer Affairs for SBM Life Science, a residential lawn and garden company headquartered in Cary, North Carolina.  He is responsible for an outsourced contact center team and for providing voice of the consumer feedback to the enterprise.

Prior to SBM Life Science, Steve was a key contributor to the customer experience team at the launch of Orbitz.com and led an elite customer relations (escalated complaints) team as Director of Customer Relations until Orbitz Worldwide was acquired by Expedia in 2015.  While at Orbitz, Steve launched the call center customer satisfaction survey as part of the voice of the customer program, and established the social media monitoring and response team as part of Orbitz’s customer experience program.

Before joining Orbitz, Steve held various contributor and leadership positions at American Airlines for 20 years in reservations, strategic planning, and line operations, and played an instrumental role in creating, launching, and managing the American Eagle program.

Steve holds a Bachelor of Science degree from Syracuse University in Transportation and Distribution Management, and an M.B.A. from The University of Texas at Arlington. He resides in Schaumburg Illinois with his wife Sherye.  He is active in his church, a community band, and SOCAP International, a customer experience professional association.  Steve is currently the chapter president for SOCAP Chicago Chapter. He has been a presenter and panelist at several SOCAP national and chapter meetings.

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.

Full Bio
In his role, Calvin leads social customer care operations and strategies across social media channels and online community management. Calvin’s focus is on building a world-class digital care/social media division with a focus on providing an effortless customer experience across various engagement channels.

He is a change leader and offers a richness of cross-industry expertise, both domestically and abroad. His experience spans several industries including financial markets, telemedicine, central banking, and the government sector. Calvin has won a number of customer service awards, and for a number of years, has been a judge for the Stevie Awards, the world’s premier business awards honoring the achievements and positive contributions of organizations and working professionals worldwide. Prior to joining Comcast, Calvin led the nation’s largest digital operation in Teleneurology and was the head of Capital One’s Mid-Atlantic Customer Advocacy department which included Regulatory and Social Media teams as well as an Office of the President.

Calvin earned an undergraduate degree in Management Information Systems from Goldey-Beacom College in Wilmington, DE, and a master’s degree from the Stevens Institute of Technology in New Jersey. I am Six Sigma Black Belt-certified and also received management certificates from the University of Cambridge in the U.K. and the Wharton School at University of Pennsylvania.

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.

Full Bio
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.

His specialties: History of designing ahead-of-the-curve technologies, grooming managers to build topranking, highly satisfied sales and customer service teams, and continually winning business
partnerships with hotel executives around the world. For the past 12 years Ted has built, managed, and optimized support centers across 3 continents for Marriott International.

He’s launched new facilities and fixed underperforming ones. Ted can take a build project from strategic planning and site selection through program rollout, system implementation, staffing, training, and performance metric development, always keeping a watchful eye on customer satisfaction.
Currently, Ted is a member of Marriott’s senior leadership team that manages 3,000 sales and customer
service professionals who field upwards of 30 million inquires each year. He’s led long-term
development projects while stationed in China, India, Malaysia, Ireland, the UK, Canada, and the US.
Learning these cultures first-hand and acquiring a mindful cultural sensitivity has served him well in building a global network across the hospitality industry.

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.

Full Bio
Ms. Wu-Curtis’ primary focus is evolving the servicing and support within the various contact centers towards greater innovation and provide thought leadership in executing a truly customer-centric model. Strategizing the transformation of contact centers and Shared Services within the organization to support this new digital landscape. She also oversees workforce management, analytics, and vendor performance; develops business strategies to optimize resources; delivers sourcing solutions in conjunction with contract negotiations ensuring strategic global positioning; mitigates business volatility; and optimizes operations and contracts. She has 20 years of leadership experience in contact centers and is currently working on her doctoral degree with an emphasis on social media and service delivery. In her off-time, she spends it with her 5 kids and husband in Phoenix, Arizona and proudly says that she is a half-marathon survivor!
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