Jasmine Green has a distinguished career with Nationwide that began more than 30 years ago in the Claims organization. She previously served as Chief of Staff & Associate Vice President for the Office of the President, Nationwide Insurance Western Operations.
Prior to her current role, Jasmine served as Vice President & Chief Customer Advocate in the Office of Customer Advocacy where she focused on capturing the voice of our customers, building partnerships across the Enterprise to share insights, ensuring that we meet regulatory compliance, and championing customer experiences.
She led the strategy and initial phase of the One Nationwide Experience that aligned and continues to heighten the awareness of the customer experience across the Enterprise.
Jasmine was named a 2010 Woman Worth Watching by Diversity Journal and was recognized by Technology Magazine for a technical innovation in the Office of Customer Advocacy. She was also recognized and named 2012 Chief Customer Officer of the Year by the Chief Customer Officer Council.
She holds board trustee seats for the Delaware County Foundation, Columbus Medical Association Foundation, and the Better Business Bureau of Central Ohio Inc. She is a founding member of the Women’s Leadership Network for United Way of Delaware County, Ohio. She holds a Bachelor of Science degree in Accounting from the University of Memphis and has completed additional executive studies from Columbia Business School, the University of Michigan Ross School of Business, and is an alumna of Northwestern University Kellogg School of Management Executive Scholar Program.
Shannon Patterson is senior vice president of Marriott International’s award-winning Customer Engagement Centers, overseeing a team of more than 5,000 associates at Marriott’s 20 Customer Engagement Centers worldwide. The Customer Engagement Centers contribute more than $7 billion in revenue and service over 65 million customer engagements each year and have received Global Traveler’s Best Frequent-Stay Customer Service Award for two consecutive years.
In her role, Patterson provides transformational leadership to Marriott’s global reservation, customer care and specialty teams, including elite loyalty member support, office of consumer affairs, and social media care. She successfully led the integration of Starwood Hotels and Resorts’ and Marriott International’s customer service centers, an ambitious, multi-year transformation of technology, organization, and processes. Mostly recently, she led the Customer Engagement Centers through the COVID-19 pandemic, the most severe downturn in the history of the modern lodging industry.
Before her role with the Customer Engagement Centers, Patterson led Marriott’s Brand, Marketing, Sales & Consumer Services’ Planning & Services team, overseeing business transformation, communication & change management, training & recognition, and operation support & planning. She led the Starwood integration for these disciplines and delivered the seamless, day-one merger of the Starwood and Marriott loyalty programs.
Patterson joined Marriott in 1996 and worked in multiple disciplines across the company, including Global Information Resources, Global Revenue Management, Lodging Finance & Business Development, and Corporate Internal Audit. She helped lead large-scale business transformation projects, such as the design and rollout of the company’s industry-leading sales transformation effort.
Patterson has a bachelor’s degree in business administration from James Madison University, with a concentration in accounting. She is also a certified public accountant in the state of Maryland. She is a highly sought-after industry expert, serving on a White House taskforce to improve government agency service levels and as a conference panelist at global industry events. Patterson resides in the Washington, D.C. area with her husband and four daughters.
Julie Weingardt is an operations executive who believes the most important customer interaction is the one that happens next. She strives to transform customer touch points into powerful relationship- and brand-building tools through the use of highly efficient business practices. With 30 years of operations and contact center experience, she is particularly skilled at developing and executing omichannel operational solutions using combinations of internal and outsourced teams. Julie’s career background includes executive operational roles at Startek, Sitel, and Sykes. She attended the University of Northern Colorado and holds a certificate from Cornell University’s Johnson Graduate School of Management in Executive Leadership.
Wilfred Busby is Senior Vice President of Employee Experience for ALSAC, the fundraising and awareness organization for St. Jude Children’s Research Hospital. Wilfred is leading the efforts to establish an Office of Executive Coaching and Leadership Assimilation. Prior to accepting this role, Wilfred was responsible for establishing Employee Experience strategies that support the ALSAC vision, mission and goals. As SVP of Employee Experience, he led the Talent Acquisition, HR Consulting and Diversity Equity and Inclusion functions for the enterprise, which include: all aspects of identification, recruitment of talent, workforce planning, employee relations, diversity and inclusion, and Employee Experience communications.
During his tenure in Donor Experience, Wilfred transformed ALSAC’s Call Center Operations, creating an Enterprise Contact Center; a donor-centric culture and employee-centered environment, where employees feel valued and respected, and have trust in their leadership team. As a member of ALSAC’s Senior Leadership team, he provides strategies to help achieve the organization’s fundraising and awareness goals, ensuring that no family will ever receive a bill from St. Jude for treatment, travel, housing or food, because all a family should worry about is helping their child live.
Prior to joining ALSAC in December 2007, Wilfred spent 30 years as a leader at companies including FedEx, Service Master Companies, APL Logistics and Mimeo.com. His expertise includes executive leadership and management training, establishing and managing support centers, billing operations, helpdesk, teleservices and telephone sales operations.
Wilfred has received his Level II Certification for Executive Coaching and Leadership. He has a Bachelor of Science degree in Organizational Management from Crichton College and an Executive Master in Business Administration from the University of Memphis. He is a graduate of the Executive Program of Leadership Memphis, Class of 2008, and a certified Six Sigma Green Belt.
Currently, he is an Adjunct Faculty member at the University of Memphis Fogelman College of Business and Economics. Wilfred served as a Mentor with Memphis Institute for Leadership Education (MILE) program at the University of Memphis, and as Treasurer and on the Board of Trustees for Greater Pleasant Hill MB Church from 2010-2015. He led a Young Men’s Ministry Leader responsible for the development of life skills, job training and activities for the young men of the church. Wilfred also served on the Board of Directors for GreenDot Public Schools of Tennessee from 2015-2017, which focused on the revitalization of underperforming schools in the state. He served on the Board of LeMoyne-Owen College as a Trustee from 2016-2018.
April Obersteller’s 15-year career in the service industry has been rooted within purpose driven companies that are in the fast and courages stage of start-up to scale-up. Her passion for the human experience is combined with her appreciation for how data and technology can be powerful in identifying how-to make the most meaningful human impact. At woom, she is the Director of Global Experience, in which she leads a global team that supports both the Customer Experience and the Employee Experience with a focus on the full internal and external customer journey.
Melissa Archambault’s 28-year career as a customer experience advocate with a passion for establishing voice of the customer programs to attain critical insights; translating the data into initiatives to improve the experience while driving operational efficiencies. At CVS Health, she is the Executive Director of Enterprise Customer Experience Strategy and Advocacy, in which she leads a team that supports both the Customer Experience and the internal advocacy programs to ensure that all colleagues are listening, acting on and delivering the best consumer experiences on a daily basis.
Lori Stewart, Director of International Reservations at American Airlines, has the responsibility for over 1,700 team members, located in nine countries, supporting 11 different languages.
With more than 30 years in the airline industry, Lori focuses on operational strategies to improve revenue, reduce cost and ensure high customer service standards, while supporting and developing team members to achieve their professional goals. Prior to her current role, Lori worked in American’s IT organization where she managed key customer service improvement technology initiatives such as IVR, speech analytics and workforce management tools.
Lori is an extraordinary leader who consistently supports all her team members with care, respect and places great value on diversity and inclusion.
In her spare time, Lori enjoys traveling with her husband Tim and spending time with family and friends.
Lucia Albero is the Senior Community Manager for LG Electronics, within digital transformation. Lucia has over 15+ years of experience helping drive customer loyalty and brand advocacy by building long-term customer relationships, through digital and in-person communities. Working on brands such as Whole Foods Market, Rizing, LLC, and DL1961, Lucia is knowledgeable in creating and executing a systematic approach, using data-driven insights, to address the emerging social media technologies and digital communications that are constantly changing, to meet customers’ needs and serve them efficiently.
Gerald Hastie has been working in the Customer Service space for over twenty years. He has served as a consultant, an advisor and senior leader for companies across the globe. His latest roles has had him focused on high tech companies looking to take their service operations to the next level. He enjoys the richness of service operations data and turning that into keen insights to enhance operations. Currently, he leads the global customer service team at Roblox who handles customers from age 5 to adults across multiple languages. Gerald is enjoying the challenge of refocusing their service delivery approach.
Ian Schmehl is an Operations Vice President within Enterprise Operations. In this role, Ian is responsible for overseeing the Enterprise Care Center and bringing an innovative approach to bridging business, technology, digital opportunities with enhanced customer experiences.
Prior to joining State Farm, Ian was a Vice President for the AT&T Mexico portfolio. He has more than 20 years of experience leading consumer, digital, and business segments. He previously held leadership roles on the AT&T financial services team, as well as, supporting business development and labor relations. Ian was key in developing the AT&T contact center strategy and launched their first services call center in Mexico that supported various lines of business.
Ian earned a bachelor’s degree of Arts in History from Willamette University, as well as a master’s degree in Business Administration – International Trade and Science – Information Systems from Texas A&M International University.
Ian and his wife, Melissa, have two daughters.
Mark has 20+ years of experience optimizing customer care operations for some of the world’s largest tech companies providing payment, e-commerce, and technical support. He is passionate about delivering high-quality, customer-centric services, which he achieves by creating cultures based accountability and innovative thinking. As a leader in business process transformation, Mark has worked with brands like PayPal, Amazon, and Google to help convert cost centers into value centers. Today, he serves as the Director, Customer Care of Commerce at Roku, Inc where he has been instrumental in streamlining the business through enhanced process design, improved process optimization and automation.
Bit Rambusch has over 20 years of executive experience leading global customer support services and success organizations, developing and implementing large-scale service offers, product and quality management systems and programs. He has deep experience in driving digital transformation with defined business results and seamless customer experiences across global and highly matrixed organizations.
He currently serves as the Vice President for Professional Services, North America for Philips Healthcare and is responsible for accelerating the transformation of Philips North America to become a leading provider of integrated technical and digital solutions aimed at enabling our healthcare partners to achieve improved health outcomes, improved patient experience and satisfaction, and lower cost of care. His organization is focused on enterprise software, informatics, as-a-service capabilities, patient monitoring and image guided therapy business areas.
He has a degree from the United States Military Academy at West Point and an MBA from the University of Dallas.
Jeff is a Customer Experience professional with more than 20 years of experience across Technology, Operations, and Management Consulting. Jeff is the Sr. Director of Customer Experience Services for Vistra, a leading Fortune 500 integrated retail electricity and power generation company, serving more than 4 million retail electric customers. As one of the largest competitive residential electricity providers in the country, Vistra offers the most innovative products and services in the retail energy industry.
In his role, Jeff is responsible for the customer experience delivery across multiple retail electric brands, supported by more than 2,000 agents across 9 Contact Center sites in the U.S. and Latin America. Jeff’s team provide a suite of services in support of customer experience execution, spanning Vendor Engagement, Performance Management, Quality Analytics, Process Optimization, Workforce Planning, Learning & Development and Contact Center Technology.
Prior to his current role, Jeff held technical and operational leadership roles in leading Management Consulting and Business Process Outsourcing firms. Jeff is a graduate of the University of Oklahoma Price College of Business with a bachelor’s degree in Information Services and Business Management.
Dr. Parker Hill is a seasoned engineer and researcher, focused on bringing state-of-the-art conversational AI to production. As a co-founder and the CTO of Knowbl, he is leading a team to invent and implement new approaches to solve challenges that prevent widespread adoption of conversational AI technology.
In early 2016, Parker joined Clinc, founded less than a year earlier, to bring innovative conversational AI experiences to large financial institutions. Within a couple years, he led and grew the AI team, comprising R&D and customer-facing functions, from a few part-time interns and consultants to over 15 engineers and several off-shore developers. He is an inventor of 10 granted US patents and was accountable for Clinc’s AI experiences used by millions of users internationally. Clinc’s AI technology and experiences, led by Parker, were instrumental in raising over $50m of funding for Clinc. Parker left Clinc as the Chief Architect to explore the possibility of democratizing conversational AI with new technologies.
Before joining Clinc, Parker started his PhD in computer science at the University of Michigan. He joined Clinc during his PhD, which was completed in 2018. His work focused on optimizing computer architecture and algorithms for emerging applications such as conversational AI. He has published 6 manuscripts at top-tier academic venues across computer architecture (MICRO), compilers (PLDI), and AI (NAACL, EMNLP).
Reagan Miller is the Global Vice President of Analytics and Voice of the Customer at Concentrix. He has led customer service and experience programs for over three decades including with Aegis Communications, West Corporation and 7.ai. For Concentrix, Reagan leads a global team of professionals that provide Concentrix’s clients with an ecosystem of intelligence and action coupled with strategic consulting to drive business outcomes and improved customer satisfaction.
Sid Victor heads the sales and solutions division across Customer Experience Management & Enterprise Support Services at Movate (formerly CSS Corp). He has 19+ years of experience in the IT industry, all of which have been with Movate. He is responsible for hunting new logos, providing consultative expertise for clients and internal stakeholders, pipeline generation, business and services transformation, identifying and creating forward-looking solutions, and developing innovative differentiators in support.
Sid started his career as a tech support engineer at Movate and grew through the ranks owing to his acuity in customer experience, driving new accounts across geographies with fervor, a strong sense of intrapreneurship, and his passion for technology.
Sid holds a bachelor’s degree in visual communication and is a certified COPC Registered Coordinator and a Six-Sigma Green Belt recipient. His love for tech pours into his personal life, making him an early adopter of new technology.
Lauren Kindzierski is a consultant and CX Advisory Leader at VXI Global Solutions, a global leader in optimizing the customer experience.
She has over 15 years of experience in the contact center industry, specifically in innovating new and existing solution offerings at her companies by leveraging technologies such as – self-service, social, mobile, video, SMS, AI, automation, and analytics.
In 2020, Lauren was recognized by Gulfshore Business Magazine as Top 40 under 40. In 2016, Lauren received a Silver Stevie Award for Women in Business – Executive of the Year. Her accomplishments have also been featured on WDIV Local 4 News Detroit, CRM Magazine, CX Insights Magazine, Multichannel Merchant, Call Center Times, and many other industry publications.
Lauren holds a Master’s degree in Business Administration from Walsh College.
Mike is currently the Chief Customer Officer at Gladly. Before joining Gladly, he was an early member of the executive team at MobileIron, a pioneer in the enterprise mobility market, where he built and grew the Customer Success team from 2 to 125 members.
He sees his role as helping teams—particularly ones at rapidly growing firms—leverage innovative tools, solutions and capabilities to both scale productively and deliver a great experience. Efficient scaling and customer experience excellence, he believes, are the main determinants of a company’s success. With a strong technical background and over 15 years of hands-on sales and implementation experience at companies including Vontu, Symantec, Connectify (acquired by Kana), Kana and Booz Allen Hamilton, Mike brings the right combination of leadership and experience to deliver legendary experiences to customers of Gladly. Mike lives with his family in Nashville, TN and graduated from Bucknell University with a B.A. in Economics.
Lauren England is a go-to-market leader with over 12+ years of experience in customer success and sales. Prior to joining Pathlight, Lauren built and led enterprise customer success at Scoop Inc, managing relationships and upselling across customers like Microsoft and Amazon. Before Scoop, Lauren managed a product line across enterprise customers for TellApart, a series B startup later acquired by Twitter for over $500M. Post-acquisition, Lauren was one of two Account Executives offered a position on Twitter’s retail sales team. Lauren is passionate about helping customers succeed and developing winning customer success playbooks and strategies that deliver continuous growth for high-growth startups.
Cheryll is Vice President of CX Advisory Services at VXI Global Solutions, a global leader in outsourced customer engagement management and business transformation. For nearly two decades, she has partnered with leading Fortune 500 brands to rethink and reimagine traditional operating models and business processes to drive efficiency and operational excellence within the contact center.
As a leader in experience management, Cheryll works strategically with her clients to identify opportunities for process improvement, standardization, and digital transformation across the customer journey. As the Global Head of Operational Excellence for a world leader in exploration travel, she achieved 40% efficiency gains during the height of the pandemic by introducing new ways or working, eliminating operational silos, and building a single source of truth for business intelligence.
Today, as VP of CX Advisory Services, Cheryll oversees a team of practice leaders spanning five key functional areas including digital strategy design, process excellence, operational excellence, workforce management, and business intelligence. Together her team has helped brands test emerging technologies, design innovation hubs, and build processes for long-term, continuous improvement.