Meet the Speakers

CCW Shark


Daymond John
Daymond John
Founder/CEO of FUBU, Presidential Ambassador for Global Entrepreneurship
Star of ABC's Shark Tank and CEO of The Shark Group

Featured Keynotes


Aileen Allkins
Aileen Allkins
Corporate VP - Customer Service & Support
Microsoft
Gabriele Masili
Gabriele Masili
Chief Technology Officer, Customer Service & Support
Microsoft
Kelli Barabasz
Kelli Barabasz
VP of Customer Care
National Notary Association
Oris Stuart
Oris Stuart
Chief Diversity and Inclusion Officer
National Basketball Association (NBA)
Adam Toporek
Adam Toporek
Founder
Customers That Stick
Blake Jorgensen
Blake Jorgensen
Chief Operating Officer and Chief Financial Officer
Electronic Arts (EA)
Monica Marquez
Monica Marquez
Global Head of Community Advisory
Google
Nick Varney
Nick Varney
VP Customer Value and Engagement
Dow Jones
Jocelyn Hall
Jocelyn Hall
Director, Global Customer Operations
StubHub
Brad Nichols
Brad Nichols
Global Customer Service Leader
Dun & Bradstreet

TECH & INNOVATION SPEAKERS


Eric Bruce
Eric Bruce
Head of Visitor Experience
Minneapolis Institute of Art
Trevonda Kelly
Trevonda Kelly
Executive Director of Customer Service & Operations
NYC Department of Education
Nicole Anderson
Nicole Anderson
Sr. Manager, Guest Assistance
Hilton
Brad Nichols
Brad Nichols
Global Customer Service Leader
Dun & Bradstreet

WORKSHOP LEADERS


Brian LaRoche
Brian LaRoche
Marketing Director
CallMiner
Jeff Arnold
Jeff Arnold
Contact Center Operations Lead - Verizon Wireless Sales Chat
Verizon Wireless
Jim Iyoob
Jim Iyoob
Chief Customer Officer
Etech Global Services
Ben Shuey
Ben Shuey
Lead Solutions Engineer
Salesforce
Eduardo von Borstel
Eduardo von Borstel
Senior Solutions Architect
CallMiner
Steve Ruszczyk
Steve Ruszczyk
EVP of Professional Services & Service Line Head for Speech & Text Analytics
Praxidia, a division of Teleperformance, USA
Lauretta Campestre
Lauretta Campestre
Senior Customer Success Director
CallMiner
Mitch Mason
Mitch Mason
Senior Offering Manager
IBM Watson

EXECUTIVE CLUB FEATURED SPEAKERS


Chad Toppass
Chad Toppass
Customer Experience Analytics
Nintendo
Scott Wilson
Scott Wilson
Customer Experience Principal
FedEx
Chris Wardle
Chris Wardle
Head of Global Support
Thumbtack
Ron Safarik
Ron Safarik
VP, Participant Services
Fringe Benefit Group
Chris Zenner
Chris Zenner
Director, Contact Center Operations
Pacific Gas and Electric

PEOPLE, PROCESS AND TECHNOLOGY SPEAKERS


Deb Zell
Deb Zell
Director of Customer and User Experience
Dell
Josh Alvord
Josh Alvord
VP of Customer Success
Canopy
Pam Arpin
Pam Arpin
AVP Customer & Corporate Services
Canadian Pacific Railway
Christina Crawford Kosmowski
Christina Crawford Kosmowski
Head of Customer Success
SLACK
Kelli Barabasz
Kelli Barabasz
VP of Customer Care
National Notary Association
Nicole Anderson
Nicole Anderson
Sr. Manager, Guest Assistance
Hilton
Monica Marquez
Monica Marquez
Global Head of Community Advisory
Google
Dan Fox
Dan Fox
Senior Field Marketing Manager
interactions

IDG LEADERS


Scott Arrieta
Scott Arrieta
Director of Client Experience and Head of Austin Office
Stitch Fix
Becky Ploeger
Becky Ploeger
Vice President, Sales & Service Strategy
USAA
Steve Beard
Steve Beard
VP, Customer Experience
The Zebra
Gregg Dube
Gregg Dube
AVP, Servicing Personal Lines
Nationwide Insurance
David Johnston
David Johnston
Social Media Strategist
Transportation Security Administration (TSA)
Trevonda Kelly
Trevonda Kelly
Executive Director of Customer Service and Operations
NYC Department of Education
Angela Reed
Angela Reed
Executive Director of Sales Development
TriNet
Blake Paige Yakatan
Blake Paige Yakatan
Director of Customer Experience
Parachute Home
Chris Zenner
Chris Zenner
Director, Customer Contact Center Operations
Pacific Gas and Electric
Eric Bruce
Eric Bruce
Head of Visitor Experience
Minneapolis Institute of Art
Shannon Burch
Shannon Burch
Market VP
ATB Financial
Sarah Smith
Sarah Smith
Enterprise Sales Director
Five 9
Mike Marrow
Mike Marrow
CEO
Qualfon
Matt Holloway
Matt Holloway
Strategic Partnership Director
IMImobile
Tony Medrano
Tony Medrano
CEO
RapportBoost.AI
Claude Duncan
Claude Duncan
VP Sales and Promotion
JAMPRO
Mitch Mason
Mitch Mason
Senior Offering Manager
IBM Watson
Justin O'Brien
Justin O'Brien
Sales Director
NICE inContact
Zoe Meinecke
Zoe Meinecke
Director of Services
Lessonly
Greg Cummings
Greg Cummings
Global Channel Sales
NICE inContact
Kay Phelps
Kay Phelps
Senior Manager, Contact Center Solutions
8x8
Zviki Ben Ishay
Zviki Ben Ishay
CEO
Lightico
Brian Gilman
Brian Gilman
VP, Product Marketing
Vonage
Michael Logan
Michael Logan
Director, Technical Sales
Genesys
Kyle Elkordy
Kyle Elkordy
Executive Director, Customer Service Team
TriNet
Ajit Patankar
Ajit Patankar
VP of Product Management
IMImobile

CCW UNIVERSITY SPEAKERS


Conor Volpe
Conor Volpe
Associate Manager, Service Cloud Product and Community Marketing
Salesforce
Troy Mills
Troy Mills
Chief Academic Officer
CCW University
Docia Myer
Docia Myer
Chief Education Officer
CCW University
Kourtney Burrows
Kourtney Burrows
Service Cloud Product Marketing Manager, Community Marketing and Events Manager
Salesforce
Angela Reed
Angela Reed
Executive Director of Sales Development
TriNet
Joni Washington
Joni Washington
VP, Call Center Director
Fidelity Bank
Jocelyn Hall
Jocelyn Hall
Director, Global Customer Operations
StubHub
Craig Downing
Craig Downing
Sr. Director, Global Cloud Marketing & Demand Generation
Salesforce

SITE TOUR EXPERIENCE LEADERS


Joni Saylor
Joni Saylor
Design Principal
IBM
Alex Bentley
Alex Bentley
Product Management Leader & Coach
IBM
Scott Arrieta
Scott Arrieta
Director of Client Experience and Head of Austin Office
Stitch Fix
John Pompei
John Pompei
Head of Player Experience Operations
Electronic Arts (EA)

CCW ANALYST TEAM


Brian Cantor
Brian Cantor
Principal Analyst & CCW Digital Director
Customer Contact Week
Michael DeJager
Michael DeJager
Principal Analyst & Divisional Director
Customer Contact Week
Sandy Ko
Sandy Ko
Research Development Analyst & Conference Director
Customer Contact Week
Mario Matulich
Mario Matulich
Executive Director
Customer Contact Week

2018 Advisory Board


Becky Ploeger
Becky Ploeger
VP Sales and Service Strategy
USAA
John Pompei
John Pompei
Head of Player Experience Operations
Electronic Arts (EA)
Colleen Beers
Colleen Beers
SVP
Alorica
Jeanne Bliss
Jeanne Bliss
President
Customer Bliss
Kevin Bottoms
Kevin Bottoms
Global VP, Business Development
TELUS INTERNATIONAL
Celika Caldwell
Celika Caldwell
VP of Experience Design
AARP
Cheryl China
Cheryl China
SVP, Director Credit Card Services
Citizens Bank
Jennifer Hanson
Jennifer Hanson
Senior Director, Guest Services & GiftCard Operations
Target
Ronny Haimé
Ronny Haimé
VP, Global Head of Service Delivery
Groupon
Shep Hyken
Shep Hyken
Chief Amazement Officer
Shepard Presentations, LLC
Jim Iyoob
Jim Iyoob
Chief Customer Officer
eTech Global Services
Mary Beth Jenkins
Mary Beth Jenkins
Chief Operating Officer
UPMC HEALTH PLAN AND UPMC WORKPARTNERS
Mark Killick
Mark Killick
VP, Care
Grubhub
Wendy Liu
Wendy Liu
VP, Customer Experience and Executive Care Response Liaison
Comcast
Gabriele Masili
Gabriele Masili
Chief Technology Officer, Customer Service & Support
Microsoft
Troy Mills
Troy Mills
Chief Academic Officer
CCW University
Docia Myer
Docia Myer
Chief Education Officer
CCW University
Steve Prodger
Steve Prodger
SVP, Customer Experience & Innovation
Smart Action
Janet Solomon
Janet Solomon
SVP, Head of Client Contact Center and Contact Center Operations
SUNTRUST
Frank Suljic
Frank Suljic
SVP of Strategic Sales
Mattersight
Brad Nichols
Brad Nichols
Global Customer Service Leader
Dun & Bradstreet
Holly Simmons
Holly Simmons
Global Product Marketing, Customer Service Management
ServiceNow
Bruce Eidsvik
Bruce Eidsvik
SVP Field Marketing
Genesys



Check out the list of sponsors on board for CCW Fall!