Jasmine GreenVice President Enterprise Customer Solutions and EnablementNationwide
Shannon PattersonSenior Vice President, Customer Engagement CentersMarriott International, Inc.
Julie WeingardtChief Operations OfficerTuro
Wilfred BusbySenior Vice President, Employee ExperienceSt. Jude Children's Research Hospital
April OberstellerDirector of Global Experience: EX + CXWoom
Carlos CastanoSenior Director, Customer Experience and SuccessMicrosoft
Monte TomasinoVice President, Digital Enablement & EngagementDell Technologies
Brian KershonDirector, Global Customer ServiceZenni Optical
Stéphane GrossiSenior Manager – Strategy & Analytics – Member Services Ancestry
Mallory Bolduc O’NeilManager of IT Business OperationsAllegiant Airlines
Peter GreggDirector, Customer Care OperationsiRobot
Bryan RiterDirector, Customer CareDeckers Brands
Cosimo TrapaniSenior Director 1-800-FLOWERS.COM, INC.
Melissa ArchambaultExecutive Director, Customer Experience Advocacy & Strategy CVS Health
Lori StewartDirector of International ReservationsAmerican Airlines
Lucia AlberoSenior Community ManagerLG
Gerald HastieSr. Director, Trust and SafetyRoblox
Dinesh ChandVice President Global Client CareVisa
Ian SchmehlOperations Vice President - Enterprise Operations State Farm
Mark McKercherDirector of Customer Care, Commerce Roku
Douglas McCannDirector - Contact Center Partner Strategy United Airlines
Bit RambuschVice President, Professional Services and DeliveryPhilips Healthcare
Jeff EllisSenior Director of Customer Experience ServicesVistra
Kimberly MastersSr. Director, Contact CenterSam's Club
Matt TaylorCo-Founder & Head of ProductKnowbl
Connie WorkmanHead of CXE Sales, AMERAWS
Reagan MillerGlobal Vice President of Analytics and Voice of the CustomerConcentrix
Karen InbarProduct Marketing DirectorNICE
Sid VictorHead of Support ServicesMovate
Greg PetersenGlobal Connect Sales SpecialistAWS
Andrea Paul SalernoDirector of Content and Research Kustomer
Jeff FettesFounder & CEOLaivly
Dennis HernandezVice PresidentInspiro
Lauren KindzierskiConsultant and CX Advisory LeaderVXI Global Solutions
Chris WallaceSenior Vice President of Global GrowthIntouchCX
Mike McCarronChief Customer OfficerGladly
Lauren EnglandDirector of Customer SuccessPathlight
Dima CichiSenior Principal Customer Success ManagerNuance
Monica GuptaSr Product Marketing ManagerNuance
Cheryll AgandaVice President for Customer Experience AdvisoryVXI Global Solutions, LLC
Vice President Enterprise Customer Solutions and EnablementNationwide
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.
Senior Vice President, Customer Engagement CentersMarriott International, Inc.
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.
Chief Operations OfficerTuro
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.
Senior Vice President, Employee ExperienceSt. Jude Children's Research Hospital
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.
Director of Global Experience: EX + CXWoom
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.
Senior Director, Customer Experience and SuccessMicrosoft
Carlos Castaño leads a Business Excellence team, responsible for the strategy and execution of analytics solutions, continuous improvement, and experience programs to enable Microsoft’s support professionals to do their best work and provide exceptional customer experiences.
As part of his charter, Carlos’ team helps Microsoft’s Customer Experience and Success (CE&S) organization deliver a differentiated end-to-end experience to more than one billion customers around the world each year.
Prior to Microsoft, Carlos was a Senior Director at Cisco leading Global Employee Computing & Support Experience. In addition, he held leadership roles within Cisco Customer Experience, including Americas High-Touch Support, LATAM Service Logistics, Video Managed Services, and Cisco.com/support.
Carlos has a General Management specialization from Northwestern University, a Master of Science, Engineering Management and Bachelor of Science, Electrical Engineering from the University of Texas at Austin.
Vice President, Digital Enablement & EngagementDell Technologies
Monte has 16 years experience in managing large scale operations ranging from global remote services businesses to digital transformation organizations. He is experienced in aligning global, multi-functional operations, driving large scale technology enabled transformation, and optimizing operational structures & governance towards strategic outcomes.
He currently serves as the Vice President for Dell Services Digital Support Delivery team and is responsible for the Services & Support shift left strategy, Online services and support, Virtual Assistant capabilities, Community and the support Knowledge Management strategy.
He has a degree from the United States Military Academy at West Point and an MBA from the University of Texas.
Director, Global Customer ServiceZenni Optical
Brian is a strategic and visionary customer service leader with over 12 years of experience driving operational excellence and customer happiness in both B2B and B2C businesses. He is adept at scaling support operations, driving process improvements, implementing customer-centric support practices that drive loyalty and repeat business. He has a proven track record working cross-functionally to build consensus, accomplish business objectives, and deliver results backed by meaningful metrics and insights. As a leader, he is proficient in tackling complex initiatives from concept to fully executed programs, and spends much of his time training, motivating and mentoring his team to reach their individual and team goals.
Senior Manager – Strategy & Analytics – Member ServicesAncestry
Stéphane Grossi is the Sr. Manager of Strategy, Workforce, and Analytics for Member Services at Ancestry. He has been with Ancestry for over 11 years and his focus has been centered on customer service, product support interactions, business processes, and financial planning. Stéphane worked in a wide range of industries from management consulting, customer service, retail, and technology. Some of his previous roles span companies like eBay, Teleperformance, Verint, and AT Kearney to name a few. Stéphane has a real passion for analytics and for Truth. He believes that being able to tell a compelling story, that may trigger meaningful change, from interpreting hard cold data is powerful. Especially when that data is not easy to access and not democratized.
Mallory Bolduc O’Neil
Manager of IT Business OperationsAllegiant Airlines
Mallory Bolduc O’Neil manages business operations for Technology Engineering & Operations at Allegiant Airlines. As the Cloud platform product owner, she utilizes automation and predictive analytics to enhance the customer experience and drive measurable ROI. Prior to joining Allegiant, she worked as a cybersecurity chief of staff and managed the financial forecast for cloud utilization and optimization at Sabre. Mallory is passionate about using data to improve procedural inefficiencies.
Senior Director1-800-FLOWERS.COM, INC.
As Senior Director, Cosimo is responsible for ensuring the CX at 1800Flowers.com and all sister brands adapt to the ever-changing demands of the business today. This comprises the Live Agent and Digital Agent experience as CX evolves even further to more data-driven platforms.
Cosimo has a 30-year background in contact center management and has been responsible for various operations and planning during his career. His strengths are in team building and driving new initiatives to achieve incremental process improvements at organizations, including experience in Financial Service, Retail, Education, and the Healthcare industries.
Executive Director, Customer Experience Advocacy & StrategyCVS Health
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.
Director of International ReservationsAmerican Airlines
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.
Senior Community ManagerLG
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.
Sr. Director, Trust and SafetyRoblox
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.
Vice President Global Client CareVisa
Dinesh Chand leads Visa’s Client Care Digital and Consumer Support Team providing B2C support on behalf of clients. With over 35 years of experience in the contact center, Dinesh is passionate about leading digital transformation strategy and accelerating business outcomes while enhancing the experience for clients and employees.
Operations Vice President - Enterprise OperationsState Farm
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 delivering “best in class” customer experiences.
Ian joined State Farm in 2021. Prior to joining State Farm he worked for AT&T for over 20 years holding various leadership positions supporting both the consumer and business segments. He has also had roles in network operations, product and business development and labor relations. Ian was integral in developing a contact center strategy and launched the first shared service call center in Mexico that supported various lines of business for customers in the U.S.
Ian is a results-driven leader with large team operations, product development, and strategy and business development experience across a diverse range of business units. He has a proven history of increasing operational efficiency, improving performance, and cultivating productivity in fast-paced environments.
Ian holds a Bachelor of Arts degree from Willamette University, as well as Master of Science and Master of Business Administration degrees from Texas A&M International University.
A native of Sierra Vista, Arizona, Ian currently lives in Heath, TX with his wife and two daughters.
Director of Customer Care, CommerceRoku
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.
Director - Contact Center Partner StrategyUnited Airlines
Results driven executive in both captive and partner call center management with exceptional interpersonal and communications skills. Demonstrated ability to consistently manage centers to highest metric achievement while reducing costs. Recognized for bringing immediate metric and relationship improvement to partner locations and managing offshore and nearshore locations to outperform captive domestic centers (including India, South Africa, the Philippines, South America, etc.). Comfortable with both home-based and corporate settings.
Extensive background in the following broad-based competencies:
Operational Management, Strategic Planning, Staff Management
Customer and Client Satisfaction, Partner Management, Relationship Management
Training and Quality, Project Management, New Business Development
Specialties: Client and partner relationship management, call center operations and strategic planning, change management planning and implementation, SLA attainment, contract management and negotiations, cost control, customer satisfaction, WFM, pricing, analytics, QA
Vice President, Professional Services and DeliveryPhilips Healthcare
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.
Senior Director of Customer Experience ServicesVistra
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.
Sr. Director, Contact CenterSam's Club
Kimberly Masters is currently the Sr. Director of the Contact Center for Sam’s Club, a division of Walmart, Inc., and located in Northwest Arkansas.
Kimberly has been with Walmart, Inc. for over 30 years. In her current role, she leads the overall Sam’s Member Care and Contact Center including teams supporting strategy, planning, workforce management, operations, member and advocate experience, innovation, technology, and change management. She is passionate about working cross-functionally to solve the root cause of business problems impacting member and advocate experience.
With Sam’s Club, prior roles have included leading company and supply chain strategy, business planning and development, transformation and innovation management aligning Sam’s Club initiatives globally, and the technology PMO.
Prior to joining Sam’s Club in 2010, Kimberly spent 19 years in Walmart Health & Wellness where she held responsibilities leading operations, strategic planning, contract negotiations with major PBM & insurance carriers, financial and balance sheet reconciliation, and new major systems design and implementation.
Kimberly has been a successful small business owner. She spent six years on her City Council. Her background prior to Walmart was in the medical field.
Co-Founder & Head of ProductKnowbl
Matt Taylor is an experienced digital solutions and Conversational AI professional, with expertise from his roles at Clinc and PwC. As a Founder of Knowbl, he has committed to developing products that provide scalability for effortless self-service experiences for customers and reduce complex data science and engineering efforts with AI and Machine Learning technology. As Head of Product, Matt has created an intuitive platform that simplifies design while optimizing performance – making it easy to deliver exceptional customer experiences.
Head of CXE Sales, AMERAWS
Connie is the Head of CXE Sales, AMER for Amazon Web Services. She is a strategic executive with a proven track record of successfully leading holistic technology, change management, and transformation initiatives to drive increasing levels of performance. She excels at analyzing organizational needs to identify and remediate bottlenecks or roadblocks to profitable business operations. She leads with authenticity and purpose; tackles corporate challenges head-on by marshalling teams toward common goals and tactical objectives.
Global Vice President of Analytics and Voice of the CustomerConcentrix
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.
Product Marketing DirectorNICE
Karen Inbar is a seasoned marketer, a tech-enthusiast, and a thought-leader for process automation, optimization and analytics Solutions.
Karen brings over 25 years of experience in marketing strategy and product marketing, acquired while working for leading global high-tech companies, such as Microsoft, SAP and NICE.
Head of Support ServicesMovate
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.
Global Connect Sales SpecialistAWS
Greg is the Global Connect Sales Specialist for Amazon Web Services. He provides strategic business leadership to Fortune 500 enterprises looking to enhance customer engagement through a more dynamic and personalized experiences within the contact center. He helps companies modernize their contact center with the same foundational tools that Amazon leverages in its pursuit “to be Earth’s most customer-centric company”. By leveraging new technology and strategic partnerships, he helps customers drive material business impact.
Andrea Paul Salerno
Director of Content and ResearchKustomer
Andrea runs content and research at Kustomer, keeping her finger on the pulse of all things customer experience. She started her career as a journalist, and soon shifted to telling stories for brands. Prior to joining Kustomer, Andrea ran content marketing for Forter, an e-commerce fraud prevention technology company currently valued at $3 billion dollars. She previously ran the B2C editorial team at NewsCred, where she crafted content strategies for leading brands like United Airlines, Huggies, IBM and Blue Cross Blue Shield. With more than a decade of experience creating content for high growth SaaS companies, Andrea’s passion is to understand the needs of the end consumer and explore how technology can deliver an exceptional experience.
Founder & CEOLaivly
Jeff Fettes is the founder and CEO of Laivly, a leading automation platform designed specifically for the contact center environment. Leveraging 20+ years of BPO and contact center experience and an academic background in AI, Jeff created a platform to solve real-world contact center challenges. Laivly is notable for helping some of the world’s best known brands transform their CX operations with next-generation automation, artificial intelligence and machine learning.
Dennis Hernandez is Vice President at Inspiro. He leads the company’s Healthcare business development efforts in the United States. He has over 30 years’ experience in business development across various industries including Business Process Outsourcing, Marketing/Advertising, and Media and Entertainment. Dennis is based in Miami, Florida.
Consultant and CX Advisory LeaderVXI Global Solutions
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.
Senior Vice President of Global GrowthIntouchCX
Chris Wallace is the Senior Vice President of Global Growth for IntouchCX. He is responsible for global growth and market expansion, helping to scale and optimize Customer Experience solutions for leading brands around the globe. He has over 20 years of experience in BPO holding several advisory and board positions.
Chief Customer OfficerGladly
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.
Director of Customer SuccessPathlight
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.
Senior Principal Customer Success ManagerNuance
Dima Cichi is a strategic customer success manager at Nuance (a Microsoft Company) with over 12 years of experience leading account management, product management, business development and operations. She has the perfect background to partner with strategic accounts across industries in helping contact centers transform their customer experience with AI.
Her role is to help identify and understand the problem statement to lead teams towards the path to success, while measuring the value of the solution to showcase the business outcomes and time to value.
Dima has a Bachelor of Engineering focused on Telecommunications, a PMP and a mini-MBA.
Sr Product Marketing ManagerNuance
Monica Gupta is a Sr. Principal Solutions Marketing Manager at Nuance and leads the adoption of digital solutions within the conversational AI landscape across enterprise industries.
Her expertise spans across solution and vertical marketing, driving innovative vision and differentiated messaging across different technologies and industries including AI, cybersecurity, communications, networking, across private and public sector industries.
Monica has a BS in Electrical Engineering from Northeastern University and a MS in Electrical Engineering from Stanford University.
Vice President for Customer Experience AdvisoryVXI Global Solutions, LLC
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.