Facilitators

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.

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.

Aarde Cosseboom

Aarde Cosseboom

Director of GMS Technology & Workforce Management, TechStyle Fashion Group

Bio is forthcoming.

Neil Crane

Neil Crane

Vice President of IT and Product, Cicero

Mr. Crane’s experience spans nearly 25 years of technology change during which he has designed and overseen the implementation of enterprise computing systems

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for Fortune 100 companies on the leading edge of technology adoption, providing common-sense, value for money, process integration solutions.

Mr. Crane is currently the Director of Product Strategy at Cicero Inc. where he focuses on the development of the company’s Desktop Activity Intelligence products.

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.

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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.

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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.

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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 Officer, Jacada

Bio is forthcoming.

Wade Hannah

Wade Hannah

Senior Manager, IT, Asurion

Bio is forthcoming.

Chad Hendren

Chad Hendren

Vice President and General Manager of CX Solutions, VHT

Chad brings more than 20 years of expertise in contact center technologies, hosted solutions, software development, and telecommunications services.

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He has traveled the world extensively, further broadening his exposure to industry challenges and customer experience expectations. To-date, Chad has numerous patents relating to telecommunications and multi-modal interaction handling with an emphasis on efficient, effective service delivery. His educational background is Business Information Systems and Software Development. Chad joined VHT to work with the team to advance Customer Outcome Management solutions.

Lynn Olson

Lynn Olson

Vice President, Customer Experience, PTP

Bio is forthcoming.

Natalie Petouhoff

Natalie Petouhoff

Vice President of Product Marketing, Salesforce

Bio is forthcoming.

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.

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.

Jim Whatton

Jim Whatton

Vice President, North Americas Solutions Consultants, Genesys

Jim Whatton is VP of Solutions Consultants is focused on improving Customer eXperience in contact center using the Genesys Contact Center platform.

Full Bio

Jim has over 15 years of sales engineering experience in the contact center space. Prior to joining Genesys in 2007, Jim was at Intervoice, Inc (now Convergys). Whatton served as a Senior Solutions Engineer for 7 years in the Enterprise Sales Group at Intervoice.

Whatton earned a B.S. in Finance Management and a minor in Economics. from the Western Kentucky University.

Whatton resides in Franklin, TN with his wife and two children.

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