Facilitators from our Previous Event

Mike Ary

Mike Ary

President, Aceyus

Bio is forthcoming.

Mike Asebrook

Mike Asebrook

Director, Product Marketing, Customer Service, Pega

With over 15 years of Product Marketing and Product Management experience, including most recently, senior roles at Genesys and Pega, Mike is focused on delivering innovative Customer Service applications to market. Mike’s primary interests include driving key market trends (IoT, AI, Video collaboration, UX) into useful solutions for a wide range of use cases in the Customer Service industry. Mike holds a B.A. and M.B.A from the University of Massachusetts and lives in Acton, MA.

Matt Beckwith

Matt Beckwith

Contact Center Director, Clark Pest Control

Bio is forthcoming.

Aleks Bogdanovski

Aleks Bogdanovski

President, North America, Acquire BPO

As a strategist and accomplished leader, Aleks is recognised for his ability to deliver top‐line
growth through the execution of sustainable strategies that provide bottom‐line success. With
his global perspective, Aleks is driving Acquire BPO’s success across new markets.

Full Bio

Joining the senior ranks of Acquire BPO four years ago, Aleks was tasked with launching Acquire
BPO in North America, while concurrently establishing a nearshore solution in the Dominican
Republic. Within the first year of operation, Aleks had successfully built a multi‐million dollar
operation and under his leadership, the company is continuing on a rapid growth trajectory.

A highly motivated and experienced senior executive with more than 20 years of leadership
experience, Aleks has held various executive roles across finance, marketing, promotions and
sales for a number of multi‐billion dollar corporations. He has built a reputation for driving solid
growth and profitability.

Aleks is a hands‐on leader who focuses on developing successful people and building strong,
capable leaders. This leadership approach has helped him create an empowered workforce,
driving success through solid client relationships and providing unparalleled onshore and
offshore solutions.

Aleks is also a Certified Outsourcing Professional and a practicing accountant.

LeGrand Bonnet

LeGrand Bonnet

Senior Vice President, Operations, 24-7 Intouch

As SVP of Operations, LeGrand is responsible for overseeing 24-7 Intouch’s operations, executing business strategy and ensuring operational excellence within our programs.

Full Bio
Since LeGrand joined 24-7 Intouch in 2013, over a dozen new programs have been launched, many of them among the fastest growing within the business.

LeGrand has over 20 years of customer service experience, including sales and lead generation. His drive and passion to shape culture and performance has been paramount in 24-7 Intouch’s global footprint.

Jacob Britt

Jacob Britt

Aceyus, Inc., Atlanta, GA

Jacob Britt brings a holistic perspective to understanding the customer journey, having worked for nearly 20 years with front-line customer-facing organizations, applications and technologies that deliver and create industry-leading customer experiences.

Full Bio

He specializes in working with large companies that employ a vast number of disparate systems, helping them to make sense of their data by summarizing it and making it available to the right people. As a Senior Manager in Business Development with Aceyus, Jacob has a passion for finding the latest in customer experience improvements along with strategic partners that help to bring innovative ideas to the world of Contact Center Analytics.

John Broderick

John Broderick

Chief Executive Officer, Cicero

Mr. Broderick is currently the Chief Executive Officer and Chief Financial Officer of the Company and is also a director.

Full Bio
Mr. Broderick has served as the Chief Executive Officer of the Company since June 2005, as the Chief Financial Officer of the Company since April 2001, and as Corporate Secretary since August 2001. Prior to joining our Company, Mr. Broderick was Executive Vice President of Swell Inc., a sports media e-commerce company where he oversaw the development of all commerce operations and served as the organization’s interim Chief Financial Officer. Previously, Mr. Broderick served as Chief Financial Officer and Senior Vice President of North American Operations for Programmer’s Paradise, a publicly held international software marketer. Mr. Broderick received his B.S. degree in accounting from Villanova University.

Nate Brown

Nate Brown

Director of Customer Experience, UL EHS Sustainability

Bio is forthcoming.

Brent Burkhard

Brent Burkhard

Director of Sales, VHT

Brent Burkhard is a Sales Director of Customer Experience Solutions at VHT.  In his 10+ years with VHT, Brent has lead efforts in areas of business development, channel partnerships, and outside sales.  A customer experience advocate by nature, Brent has served in many customer-facing roles for over 15 years including running his own business.  He has experience in the technology, banking/financial, and retail industries.

Ian Cox

Ian Cox

Senior Director, Product Operations, ServiceNow

I have spent my career consulting and making companies more efficient through the use of technology, people and processes.  I think it all started with my father, who gave me the shortest name possible name so that I would be the first one to spell my name at school! If there was one-word people use to describe me it is efficient.  I don’t carry a wallet, cash or any keys wherever I go in the world

Full Bio

I started my career in the water industry consulting for water companies in the United Kingdom post privatization. I helped them to improve their customer service by turning their cabinets of paper plans into fully connected digital maps and installing connected Customer Service Systems digitally linking their assets to their customers.

I spent the next period of my career working at Oracle improving their internal processes and systems.  These included Customer Support, Field Service and Sales Systems. During this period of time I was fortunate enough to work with many talented individuals and work on many different internal process areas and ground breaking technology.

Currently I am working at Service Now where I work on improving processes and technology for our internal and external Customers.  I have been lucky to be part of the incredible growth of Service Now as a company and it has given me the opportunity to address many different issues as we scale rapidly as a company while trying to implement world class Customer Support and best in class customer experiences and technology solutions.

Matt Dixon

Matt Dixon

Chief Product & Research Officer, Tethr

Matt Dixon is Chief Product & Research Officer of the Austin-based AI and machine learning venture,
Tethr. In this capacity, he has responsibility for product strategy, product management and product
marketing.

Full Bio

Prior to joining Tethr, Matt was a Senior Partner and Global Head of Sales Force Effectiveness Solutions at Korn Ferry Hay Group and, before that, held numerous global leadership roles in research, product development and management for CEB, now Gartner.

A seasoned business researcher, Matt has been involved in dozens of original quantitative and qualitative research studies on topics ranging from customer experience strategy to customer service and sales effectiveness. His first book, The Challenger Sale: Taking Control of the Customer Conversation (Penguin, November 2011), was a #1 Amazon and Wall Street Journal bestseller and has sold nearly a million copies worldwide and has been translated into a dozen languages. The Challenger Sale has won acclaim as “the most important advance in selling for many years” (SPIN Selling author Neil Rackham) and “the beginning of a wave that will take over a lot of selling organizations in the next decade.” (Business Insider). Matt is also a frequent contributor to Harvard Business Review, having been published more than twenty times in both HBR’s print and online editions. Among his noteworthy HBR articles are “Rethinking Customer Service” (forthcoming, November-December 2018), “Kick-Ass Customer Service” (January-February 2017), “Dismantling the Sales Machine” (November 2013), “The End of Solution Sales” (July-August 2012) and “Stop Trying to Delight Your Customers” (July-August 2010). His two most recent books are The Effortless Experience: Conquering the New Battleground for Customer Loyalty (Penguin, September 2013) and The Challenger Customer: Selling to the Hidden
Influencer Who Can Multiply Your Results (Penguin, September 2015).

Matt is credited with numerous break-through business concepts, including the Customer Effort Score. He is a sought-after speaker and advisor to management teams around world who has presented his findings at a wide range of industry conferences and to hundreds of senior executive teams, including those of many Fortune 500 companies.

Matt holds a Ph.D. from the Graduate School of Public and International Affairs at the University of
Pittsburgh as well as a B.A. in International Studies from Mount Saint Mary’s University in Emmitsburg,
Maryland. He currently resides in the Washington, D.C. area with his wife and four children.

Lamont Exeter

Lamont Exeter

Vice President, Learning and Performance, TTEC

Lamont is a firm believer that ‘today’s learner, is tomorrow’s leader.’ That mantra, and Whitney Houston’s hit song “I Believe the Children are the Future,” inspire him to wake up each day and give 100% in everything he does.

Full Bio

Lamont believes that, as leaders, we have a responsibility to guide, empower, listen to, and involve the next generation – which is why he is so passionate about our Learning & Performance practice at TTEC. As the head of innovation, product development, and solutions within our team, he has the opportunity to research, work with, modernize, and operationalize emerging technologies. During his tenure, Lamont has worked extensively with State Farm, Allstate, Cigna, several “Blues”, and Progressive to create performance improving business solutions. In the financial vertical, Bank of America, TD Bank, Boubyan Bank, CarVal, Citizens, First Data, and several other fortune 1000 financial organizations to blend knowledge and learning with social collaboration to deploy value-add, KPI improving solutions.

Lamont brings infectious enthusiasm and insight along with extensive experience to innovative learning and collaborative knowledge practices. He speaks to changing learning approaches, gamification, content curation, knowledge management, omnichannel learning, the advent of machine and deep learning, and what it means for today’s society – not just millennials. His efforts have reduced training costs, improved speed to proficiency, driving measured operational performance, increased employee engagement, and driven customer satisfaction.

Lamont was born in the Caribbean and is currently based in Toronto.

Jon Fischer

Jon Fischer

Strategic Director, WFO, Aspect

Jon Fischer is a 20-year veteran in Sales, Sales Management and Operations. He graduated from Marquette University Business School with a degree in Finance. Prior to joining Aspect Software in 2017 his career spanned the spectrum in the Financial Services Industry as Senior Investment Consultant, Managing Director of Sales and lastly Assistant Vice President of an award-winning Customer Contact Center.

Full Bio

Based on his experience he brings to his clients a wealth of knowledge around client engagement strategies and call center operations and management. He has the unique perspective of an Aspect Software client, business line executive and sales professional. He prides himself on building long lasting relationships and working in a collaborative team environment.

Dan Fox

Dan Fox

Field Marketing Manager, Interactions

Dan Fox serves as Senior Field Marketing Manager at Interactions. For the past 7 years, Dan has served in a variety of roles at Interactions including sales, business development, and marketing communications. He can be reached at dfox@interactions.com.

Yoel Goldenberg

Yoel Goldenberg

Chief Product & Marketing Officer , Jacada - Tel-Aviv

Yoel Goldenberg is a Customer Experience Technology domain expert with over 20 years of experience in this space. In his current role as Jacada’s Chief Product and Marketing Officer, Yoel leads the Autonomous CX revolution.

Full Bio

Prior to Jacada Yoel headed marketing for Starhome Mach, and prior to that held various senior positions at NICE Systems. During his tenure with NICE Yoel led the effort that brought NICE to its leading position in the customer engagement space. Yoel started his career in improving customer service operations through advanced CX technologies at Pelephone, the leading Israeli telecommunication provider. Yoel holds a B.S.c in Industrial Engineering from the Israeli Technion, and a master’s degree in Business Administration from the Stanford University. Yoel is a passionate mountain biker that always looks to conquer the next summit!

Holly Hacker

Holly Hacker

Director, Brand and Customer Experience, Vitamix

Bio is forthcoming.

Dan Klimpel

Dan Klimpel

Senior Director, Solution Architecture, Genesys

Dan has 20+ years in the Contact Center space and is focused on delivering the best CX possible. Dan has been with Genesys over 10 years and will share his insights with you on how you can leverage the latest technology and approaches to build an excellent CX solution.

Emily Kofsky

Emily Kofsky

Senior Director of Product Marketing, Service Cloud, Salesforce

Emily Kofsky is Senior Director of Product Marketing for Service Cloud. She focuses on B2C Marketing with a special emphasis on Retail and Consumer Packaged Goods.

Full Bio

Emily brings over 15 years of strategic product innovation, valuable demand generating campaigns, and effective collaboration with software, design, research and innovation groups to her team.

Prior to Salesforce Emily shaped in-person and digital customer experience in both Marketing and Product Management capacities at Tesla Energy (formerly SolarCity.) She started her career in Market Research with Ipsos, and at PepsiCo she held Marketing roles working closely with contact centers to monitor brand KPIs and promote cross selling of new products.

A proud University of Michigan alumna, she speaks a handful of languages and volunteers with organizations committed to immigration issues and women’s well-being.

Lynn Olson

Lynn Olson

Vice President, Customer Experience, PTP

Bio is forthcoming.

Greg Presayzen

Greg Presayzen

Senior Solutions Consultant, Bold360, LogMeIn

Greg Presayzen is a Solution Consulting Product Lead for Bold360, a customer engagement and support solution at LogMeIn, Inc.

Full Bio

As a technical sales lead in North America, Greg uses his hands-on knowledge of artificial intelligence and omni-channel customer engagement to deliver digital self-service solutions to Fortune 500 companies across verticals. Prior to LogMeIn, Greg spent 14+ years in IBM in various roles from product design/development/support, to professional services delivery and as a Senior Solution Architect on the IBM Watson platform. Greg holds a B.S. in Computer Science from UMASS Amherst and a M.S. in Information Technology Management from Brandeis University.

Matt Nolan

Matt Nolan

Director, Product Marketing, Marketing & Advertising Technology, Pega

Bio is forthcoming.

Charlie Schrier

Charlie Schrier

Director of Marketing, SmartAction

Charlie Schrier is the Director of Marketing for SmartAction, where he is primarily responsible for content and product marketing. He identifies market trends and competitive advantages that help leading brands

Full Bio

stay ahead of the curve and works closely with Product and Sales teams to build multi-media educational materials that are focused on business and technology innovation. He has been with SmartAction for over three years. Prior to SmartAction, Charlie completed his MBA from Loyola Marymount University, where he helped launch two small businesses and performed user experience consulting work for a top visual effects company.

Amit Shankardass

Amit Shankardass

Executive Vice President, Worldwide Market Engagement, Teleperformance

In the role of Executive Vice President for Worldwide Market Engagement at Teleperformance, Amit is responsible for leading all aspects of the company’s go-to-market efforts.

Full Bio

As such he leads a global team responsible for business intelligence, content creation and curation, event management, demand generation, digital marketing, lead generation, and other associated go-to-market activities for the company. He previously served at the head of marketing for the company’s EWAP region.

Amit brings a tenured history in the Contact Center BPO arena most recently functioning as the Chief Marketing Officer at Alorica. Previously, as the Chief Global Marketing Officer at Sitel, he progressively had more responsible roles at the company during his eleven years there. Prior to working with Sitel, Amit served as Director of Market Strategy and Director of Product Line Marketing at DecisionOne a leader in the technology services industry. He was responsible for strategic planning, product development, sales enablement and marketing for the desktop support service product line. Before joining DecisionOne, he served in various business development and corporate marketing leadership roles for QuickStart Technologies, a Microsoft Certified Partner.

Amit has led several innovative product development efforts in the BPO arena and is a frequent contributor to various prestigious international trade and business publications such as the Wall Street Journal, NY Times, and BusinessWeek. He is also a frequent speaker at thought leadership seminars and conferences globally. Amit serves on various trade councils such as EITK Partner Advisory Board.

Amit has a very global perspective having lived in, and being educated in, 3 continents. He earned a Bachelor’s degree in Chemistry from the University of Delhi, India, and a Masters of Business Administration from Northeast Louisiana University. Amit lives in Orange County, Southern California with his wife and two teenage children.

Todd Sherin

Todd Sherin

Chief Revenue Officer, Cicero

Mr. Sherin is the Chief Revenue Officer of the company where he oversees Sales and Marketing, in addition to Operations, including Product Strategy and Development.

Full Bio
Prior to his role at Cicero, Inc., Mr. Sherin founded Wysk, LLC a Contact Center focused Systems Integrator. Under his leadership, the boutique SI/VAR became a premier Workforce Optimization specialist firm and was successfully sold to a Pan American Value-Added Reseller. Previously, Mr. Sherin held multiple technical and sales roles at Anexinet, Liquid Hub, Pfizer and HIS Global Insight. Mr. Sherin received his B.A. degree in International Relations from University of Pennsylvania.

Tony Simek

Tony Simek

Enterprise Architect, Genesys

Tony is a technologist that wants to bring the best solutions to contact centers that care about customer experiences. Tony believes that all businesses can improve their customer experience with the proper application of technology.

Wendy Shlensky

Wendy Shlensky

Vice President, Analyst & Advisor Relations, HGS

Wendy Shlensky has been with HGS for 4+ years as VP of Public & Analyst Relations. She works with analysts & advisors to bring market insights to HGS colleagues, as well as ensure the analyst & advisor community learn about HGS capabilities.

Full Bio

Wendy works to facilitate sales enablement and amplify the great news generated at HGS. She has worked in Analyst Relations for 14+ years, helping organizations navigate the analyst landscape to improve their position in the market and stay on top of market trends. Wendy volunteers on two IAOP virtual Chapters: CSR and Women Empowerment, as well as Chair of the NYC IIAR Chapter. In 2017, she received a Bronze Stevie® Award for being a Women Leader in Business, Executive of the Year. She graduated from Brandeis University with a Bachelor of Arts in Sociology. She lives in New York City, where she enjoys exploring art and nature. To learn more or ask a question, follow her on Twitter (@wls26) or email her at wendy.shlensky@teamhgs.com

Specialties: Industry Analyst Relations, Negotiating, Relationship Building, Influencer Management, Networking, Managing, Marketing and Communications, Content Development, Problem Solving, Project Management, Team-Building and Collaboration.

Gordon White

Gordon White

General Manager, Americas, a Sitel Group company

Gordon has lived his 20+ year marketing career at the intersection of digital and consumers, working to build new and deeper brand relationships through the creative application of technology and data.

Full Bio

He joins The Social Client from twelve years at SapientRazorfish, where he wore a number of hats including Client Partner, and Marketing Strategy. Most recently, Gordon was responsible for Business Growth, driving and fostering both organic growth and new client relationships. During his tenure, Gordon presided over the fastest growing region at SapientRazorfish. He and his team were instrumental in winning business with clients including MARS, Carnival Cruise Lines, ADT, Walmart, vitaminwater, Office Depot, and many others.

A true omni-channel marketer, Gordon works with clients to reimagine business in a connected world; helping optimize their approach to new customer acquisition, deepen their relationships with existing customers and improve overall brand health.

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