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 From Our Previous Event

Carlann Fergusson

Carlann Fergusson

Leadership expert and author

Leadership expert and author Carlann Fergusson inspires leaders to erase self-doubts and discover their best leadership. Using thirty years of experience, she guides them in discovering their unique strengths, crushing limiting beliefs, abolishing self-sabotaging behaviors and leading their teams with vision.

Full Bio

Carlann uses a blend of behavioral coaching, strategic mentoring and years of experience as a corporate leader and executive. She is author of the highly acclaimed book The Insightful Leader: Find Your Superpowers, Crush Limiting Beliefs and Abolish Self-Sabotaging Behaviors (Praeger, June 2018 ). Carlann has been cited in CBS MoneyWatch, International Business Times, Newsday and The Boston Globe.

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.

Kosmowski started her career as a manufacturing engineer at Tenneco Packaging after receiving her degree in Industrial Engineering from Northwestern University and later transitioned into consulting. Christina worked as a project manager at Inforte, a global consulting firm specializing in e-business software applications. It is here that Kosmowski’s passion for customer success, business intelligence, and value delivery was born, sending her on a trajectory focused on customer success.

Dr Nicola Millard

Dr Nicola Millard

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

Dr Nicola Millard heads up Customer Insight and Futures in BT’s Innovation Team. Despite working for a technology company, Nicola isn’t a technologist and combines psychology with futurology to try and anticipate what might be lying around the corner for both customers and organizations (sadly, her crystal ball is broken).

Full Bio

Nicola recently celebrated her 28th year in BT (she was 6 when she joined!) She has done a number of jobs around the BT business, including research, user interface design, customer service and business consulting. She was involved with a number of BT “firsts”, including the first application of AI into BT’s call centers, BT’s initial experiments with home working and developing new ways to measure customer experience.

Nicola got her PhD from Lancaster University in the UK in 2005 on motivational technologies in contact centers, and published her first book in 2009.

Nicola is an award-winning presenter, with 2 TED talks and hundreds of conference panel, chair and keynote sessions under her belt. She regularly pops up on radio and TV around the world, including regular appearances on the BBC.

She is also a judge on a number of award panels, including the UK Institute of Customer Service, the CCMA and the Association of Business Psychology awards. In 2014, she was the recipient of the ‘Outstanding Industry Contribution’ award from the UK Contact Centre Forum.

When she’s not doing all that, Nicola does research, writes blogs and white papers, as well as facilitating innovation workshops with an assortment of BT’s large multinational corporate clients, including banks, airlines and retailers, to name but a few.

In her spare time, Nicola has been known to sing with cabaret, jazz and blues combos, loves writing and acting, and spends a considerable amount of time in darkened rooms watching both movies and theatre. She is also a qualified judo coach, does various martial arts and is a keen swimmer.

Speakers From Our Previous Event

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.

Nate Brown

Nate Brown

Director of Customer Experience, UL EHS Sustainability

Nate is the Co-founder of CX Accelerator. While Customer Service is his primary expertise, Nate is able to leverage experience in professional services, marketing, and sales to connect dots and solve the big problems.

Full Bio
From authoring and leading a Customer Experience program, to journey mapping, to managing a complex contact center, Nate is always learning new things and sharing with the CX community. Follow him on twitter using @CustomerIsFirst.
Derek Carder

Derek Carder

Vice President of Customer Experience and Technical Operations, Geotab

Executive technical operations leader with over 10 years of experience in the creation of organization infrastructure that drives efficiency, security, and impeccable customer experience for internal and external users.

Full Bio
Talent for identifying weaknesses in current support and technology application suites and implementing sustainable solutions in the support of the organizational goals. Proven success in consolidation of application platforms to reduce program redundancies, improve customer performance, create resiliency and to eliminate single points of failures. Track record of working with a coalition of resources to implement a more data secure and redundant infrastructure across expanding multi-datacenter environments. Known for global team-building, IT solutions development, and leading world-class teams to the delivery of organizational key performance indicators.

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).

Full Bio

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.
 
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 Frost & Sullivan Growth, Innovation and Leadership Conference. Crystal is a graduate of Virginia Tech University with a BA and MA in English.

Aarde Cosseboom

Aarde Cosseboom

TechStyle Fashion Group, El Segundo, CA

For the last decade Aarde’s professional experience has been focused around Contact Center technology, servicing businesses and consumers through cloud based SaaS products.

Full Bio

He enjoys working with large Global Customer Service teams to increase and leverage the following areas of business; leadership, customer experience, customer success, operations, technology, customer service, recruiting, and people development. He has won multiple awards in the Cloud Technology field that include Best Use of Cloud Technology and Best Voice of the Customer Product.

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

Functional Expertise
12 years of research and analytical expertise in contact center and customer experience. Expertise in:
Emerging trends, convergence, collapse and disruptive technologies in the contact center industry
-Insight into site management, supervision and agent development
-Outsourcer vendor selection for end users

Full Bio

Industry Expertise
Experience covering broad range of sectors, leveraging long-standing working relationships with leading industry participants and Senior Executives:
-Customer care outsourcing
-Skills based routing
-BPO Near shore deployment
-Home based agents
What I bring to the Team
Insight into end-user perspectives
Over 25 years of contact center operational experience
Sales and business development acumen
Communications, editing and writing skills
Often quoted and interviewed in local and international publications
Career Highlights
Extensive experience in contact center supervision, training, competitive sales and network routing experience (Cisco ICM) with AT&T Business & Consumer Services
Since joining Frost & Sullivan, DeSalles has completed several strategic consulting projects with industry leaders including Teleperformance, Sitel, Siemens, SAP, Alorica, Sutherland, Qualfon, Firstsource, Genesys, and Interactive Intelligence .
DeSalles has also worked on numerous research reports, client videos,written several industry white papers and is a frequent speaker at domestic and international industry events
Education
B.A. in Economics from University of California at Santa Barbara

Tom Farrell

Tom Farrell

Senior Vice President, Customer Support, Web.com

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 18-year old daughter and 15-year old son, or futilely chasing a golf ball around a course in Florida.

Holly Hacker

Holly Hacker

Director, Brand and Customer Experience, Vitamix

Holly Hacker is Director, Brand and Customer Experience of Vita-Mix Corporation (“Vitamix”), a privately held, family-owned and -operated manufacturer of high-performance blending equipment for home and commercial use.

Full Bio

Founded in 1921, Vitamix is located in Olmsted Township, Ohio, 19 miles from Cleveland.

Hacker joined Vitamix in 2010 as Household Marketing Manager where she launched the first national brand advertising campaign and introduced product placement and earned media approaches to increase brand awareness. In addition, she helped the company become even more deeply and meaningfully involved in efforts to advance its legacy of helping people to improve their health through whole food nutrition.

In her current role as Director, Brand and Customer Experience, Hacker spearheads customer experience strategy and brings the brand to life through creative strategies and experiences that puts all Vitamix customers’ needs and key moments at the center. This customer-centric focus has prompted changes in marketing, product design & engineering and customer service approaches.

Before joining Vitamix, Hacker was a lead strategist for Brokaw Advertising, providing research, insight and digital strategies for national and regional clients including Vitaminwater, Cleveland Museum of Art, Cleveland Airport System and Fazoli’s restaurant chain. Prior to Brokaw, she was the Director of Consumer Marketing for American Greetings, managing several of their direct-to-consumer web brands. Hacker has also held positions at DeepGreen Financial, National City Bank and National City Corporation.

Hacker has a master’s degree in consumer and industrial research from Cleveland State University and a bachelor’s degree in psychology from Cleveland State University. She resides in Olmsted Falls, Ohio, with her husband and 2 daughters.

Wade Hannah

Wade Hannah

Senior Manager, Asurion

Wade is a seasoned veteran in the contact center industry. He enjoys hitting the cutting edge when it comes to a focus on digital experience that pave the way for a frictionless customer experience.

Full Bio

He works with inbound and outbound technologies with an emphasis on IVR, Chat and other digital products. Wade has had the opportunity to work in the Americas, Europe and APAC to deliver these experiences and has a great understanding of how digital experience translates to different cultures.

Matt Hayes

Matt Hayes

Principal Program Manager, Microsoft

Matt is currently responsible for the transformation of Microsoft’s call center routing technologies to a modern, and digital first customer experience.

Full Bio
This includes the deployment of wide variety of customer interaction platforms including call routing, bots, chat, and their related integration components. Prior to joining Microsoft, Matt was the Vice President of the Next Generation 911 product line at Comtech which modernized the callers experience when needing to contact public safety.
Tristram Hewitt

Tristram Hewitt

Vice President of Operations, Turo

Tristram Hewitt is the VP of Operations at Turo, where he oversees customer support, claims, trust & safety and key insurance relationships.

Full Bio

Since he joined Turo three years ago, the operations team has grown along with the business, scaling from a team of 10 to over 350 insourced and outsourced agents today. Prior to Turo, he worked at Bain & Company as well as several K-12 schools. He holds a B.A. from Harvard and an M.B.A. from The University of Chicago.

Phil Horn

Phil Horn

Senior Vice President, Sales & Service, Sacramento Kings

In his 9th season with the team, Phil oversees sales and service strategy and execution for the franchise’s revenue streams including all ticket, sponsorship and hospitality products, with a focus on retaining the loyal customers that have led to a sold-out, multi-year waiting list for the team’s most valued premium inventory and a sellout streak of over 80 straight games in the new Golden 1 Center.

Full Bio

Phil’s focus on maximizing revenue through best practices has led to repeated league-leading revenue and attendance growth and the development of Kings Assist (Academy of Sports Sales Innovation, Science and Technology), the title program of an industry-wide sales technology conference hosted in Sacramento.  Phil has championed a philosophy with his team focusing on innovative technologies, leading the way in cutting-edge, disruptive sales acceleration.

Phil has over 12 years of experience in the sports industry in sales, strategy and leadership.  Previously, Phil spent 4 years with the Portland Trail Blazers cutting his teeth as a Group Sales Account Executive and continuing on to lead the department to league-leading results for several years as its Director prior to joining the Kings in 2010.  Phil has been a recipient of the annual NBA’s Values of the Game Award in addition to his team being recognized annually for the league’s milestone awards celebrating breakthrough ticket sales achievements. Horn received his Bachelor’s Degree from the University of Redlands with a Major in Sports Administration.  One of Sacramento’s 40 under 40, Phil is passionate about his community and serves on the board of Sacramento Covered.  He has been married to his wife Danea for 16 years and doggie-daddy to Tawny and is a native of Lincoln City, OR on the beautiful Oregon Coast just outside of Portland.

Johan Hybinette

Johan Hybinette

Chief Information Security Officer, Vonage

With more than 20 years of experience in information security, Johan brings to Vonage deep knowledge of the cloud industry and the security needs it presents.

Full Bio

Most recently, he served as CISO at Hosting.com, a major international managed cloud provider, where he was responsible for securing and managing the company’s vast portfolio of compliance certifications. Johan led the organization’s risk and compliance transformation to improve overall efficiency and communications, and generated more than $2 million in cost savings from evolving technologies and processes.

A graduate of Georgia Tech University with a Bachelor’s degree in Mechanical Engineering, Johan holds numerous professional Information Security certifications.

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.

Mario Liu

Mario Liu

Support Escalation Engineer & Communications Lead, Microsoft

Mario provides communication advice for senior leadership team in Microsoft Customer Service & Support, helping raise the profile of the organization through PR, social media and industry engagement.

Full Bio
Prior to his current role, Mario helped customers as a support escalation engineer and front-line support engineer across various Microsoft products and technologies for over five years. He has assisted thousands of Microsoft enterprise customers around the world to resolve their technical issues. He is passionate about helping customers and empowering them achieve more with technology.
Stephen Loynd

Stephen Loynd

Global Program Director, Digital Transformation, Frost & Sullivan

Functional Expertise
Twelve years of research and analytical as well as sales and marketing expertise in the contact center BPO market. Particular expertise in:

Full Bio

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

Industry Expertise
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
Extensive expertise in the evolving customer contact landscape
Twelve years experience at several relevant organizations:
– Stream Global Services
– IDC
– Sakon, LLC
– MassTrade

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

Raquel Macarthy

Raquel Macarthy

Customer Experience Manager, Replacements

Raquel Macarthy is responsible for reinventing and leading the CX evolution at Replacements, Ltd., the world’s largest retailer of vintage and current tableware, silver and estate jewelry.

Full Bio

With proven success driving high customer satisfaction, developing engaged customer facing teams and executing on voice of the customer, her extensive career includes corporate communications, training and quality and customer care leadership positions at JPMorgan Chase, United Healthcare, and TTEC. Raquel’s passion for both the employee and customer experience is instrumental in her life’s work. She currently lives with her family in Greensboro, N.C.

Gabriele Masili

Gabriele Masili

Chief Technology Officer, Customer Service & Support, Microsoft

Gabriele “G” Masili is a strategic global executive with over 20 years of experience in software engineering, customer service, technical support and e-commerce.

Full Bio

A customer-obsessed innovator, he has a proven track record of designing, building and delivering world-class customer experiences serving millions of customers in more than 200 countries.

G currently serves as Microsoft’s Chief Technology Officer for Customer Service and Support, responsible for digital customer support, commercial AI support solutions and the worldwide technical support delivery for Microsoft Developer Tools. He previously led Microsoft’s Windows and Devices Group Support Business Unit, accountable for the end-to-end customer support experience and worldwide technical support delivery for Microsoft Windows, Xbox and Surface products and services, leading 10,000 support engineers across 40 geographies and 30 languages.

Prior to Microsoft, G built Amazon’s Customer Support for Italy, Spain and The Netherlands before moving to the U.S. to lead Amazon’s Worldwide Customer Service and Technical Support for their device products and digital services. He owned the end-to-end customer support experience, including the global technical support operations, as well as the design and product development of digital and web applications like Mayday Screen Sharing and Alexa’s ability to autonomously answer customer service queries.

Throughout his career, G has been an innovator and change agent, focusing on continuously improving customer satisfaction and digitally transforming the customer experience through his deep understanding of AI, voice, mobile and web support technologies. He has built, grown and managed customer service and technical support organizations with large-scale, globally distributed teams of thousands across a variety of verticals including technology, e-commerce, gaming, consumer electronics, telecommunications and travel.

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

Katrina Schiedemeyer

Katrina Schiedemeyer

Global Quality Analyst, Oshkosh Corporation

Katrina Schiedemeyer is a Voice of Customer leader at a Fortune 500 company where she leverages VOC and Continuous Improvement (CI) to improve the manufacturing process and customer experience.

Full Bio

Katrina has a published thesis on applying continuous improvement techniques by leveraging VOC in the education system. Her work is currently used by many organizations including the adoption of Lean/Six Sigma in the education, manufacturing, and healthcare system/ Katrina also serves on the Board of Directors for Mali Rising Foundation where she uses her VOC research experience to improve the quality of education children in Mali are receiving.

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.

Rolanda Simmons

Rolanda Simmons

Program Manager, PSCU

Rolanda Simmons is with PSCU, a national leader in the Credit Union industry. With her 20+ years of experience at PSCU in Product, Implementations, Conversions and CU Learning, she interacts with all levels of management at PSCU, credit unions and vendor partners to deliver project management, strategic planning and implementation support for key PSCU initiatives.

Full Bio

In her current role, she is a champion for PSCU’s Member-Owner Credit Unions, focused on making it easier for them to interact with PSCU. This includes driving discussions that facilitate designing and helping to develop products/services that are in alignment with PSCU strategies. Rolanda is responsible for consulting with credit unions and internal teams to launch strategic initiatives within the organization, leveraging both existing and new PSCU solutions. Working with a matrixed team, she fulfills a critical role in defining scope and recommended approach for major corporate initiatives. She is currently working to implement a Unified Agent Desktop (UAD) solution for PSCU’s highly rated Contact Center that will not only sunset several traditional tools but work to merge multiple lines of business agents into a single resolution agent.

Joseph Bocanegra

Joseph Bocanegra

Vice President, Customer Success, Zip Recruiter

Bio is forthcoming.

Samantha Starmer

Samantha Starmer

Former Vice President, Global Digital Experiences, Ralph Lauren

Samantha has over 15 years of experience in leading large customer experience and product innovation programs from strategy through design and execution at companies such as Ralph Lauren, Sapient Razorfish, Microsoft and Amazon.

Full Bio
Throughout her career, Samantha has had the opportunity to lead digital transformation efforts and has been responsible for the end to end creation of new features and functionality that support seamless customer experiences across all touchpoints of the customer journey. Samantha’s passion is the intersection between humans and technology and how to ideate, create and deliver holistic customer experiences across time and space and across physical and digital channels.

She ties together technology, marketing and creative throughout all touchpoints in order to provide an optimal experience for consumers. She advocates and designs for the creation of customer experience strategy and architects how it ties into a company’s business strategy and goals. She then leads teams across the ideation, development and optimization lifecycle towards successful execution.

Samantha has taught many graduate level courses focused on customer experience and information management at the University of Washington and Kent State University. She has also been fortunate to present and teach globally on digital product design, service design and other aspects of customer experience. Most recently she has spoken on topics relating to retail customer experience and human centered design for artificial intelligence.

Jagan Subramanian

Jagan Subramanian

Director, Enterprise Application Services, CSAA Insurance

Leader with focus on Technology Delivery, Application Development and Maintenance, Technology Integration and Vendor Management.

Scott Williams

Scott Williams

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

Scott has an extensive background in Client Service, Customer Experience, Contact Centre and Operations Management with more than 25 years’ experience in these fields.

Full Bio

With experience on both the B2C and B2B sides of the industry he brings a wealth of knowledge to the discussion around how to advance the customer experience in an omni-channel world. Passionate about people and how to deliver an effortless customer experience Scott loves the contact centre business and has been lucky enough to be part of several significant turn-around stories in his career.

Scott is the Vice President of Client Services at ADP Canada running the Human Resource Outsourcing and Small Medium Business segments. Prior to ADP Scott spent time with CIBC, Canadian Tire Financial Services and Millennium 1 Solutions. His experience on both the in-house and outsourcer sides of the business gives Scott has an interesting perspective on the industry and the benefits of outsourcing and delivering in-house, depending on your business needs.

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