Todd Montgomery is the Executive Vice President of Customer Engagement and Support at Beachbody. Beachbody is a leading ecommerce fitness and nutrition company based in Santa Monica, CA. In this role, he is responsible for transforming the customer experience of both direct to customer and distributor networks via phone, chat, messaging and social channels. Todd built a global support network now consisting of over 500 agents in five countries serving customers in four geographies. Beachbody’s NPS scores are up 350% under Todd’s leadership while he has reduced support expenses by one third. He is also responsible for developing the online support experience and enhancing engagement with current customers to increase lifetime value.
Previously, Todd was Vice President of the Global Partner Network at American Express in New York City. In that role he managed a $200MM budget and led over 5,000 agents worldwide, providing world class customer service for 11 countries and value proposition support across the Amex global credit card, insurance and travel portfolios. His team won the Chairman’s Award for Innovation in 2014 and Amex was recognized with several JD Power awards during his tenure. He previously held several VP level marketing positions within OPEN, the small business network at Amex, was an active leader in diversity and campus recruiting, and served as Executive Sponsor of the LGBT Employee Network.
Todd graduated cum laude from Duke University and earned an MBA from Temple University. He also currently serves on the board of the Duke LGBTQ+ Alumni Network – a founding board member and VP; now co-chair of the Campus Engagement Committee.
He resides in West Hollywood, CA with his husband, Michael and Cavapoo, Wyatt.
Jen Johnson is the Senior Vice President of Business Transformation at Frontier Communications. Frontier is in the business of guiding customers to and delivering the best solutions available for their communication needs.
Jen has 25 years of experience with Frontier, starting out as a Sales Representative and moving quickly through leadership roles to Director and Vice President levels in both Consumer and Commercial Contact Center channels. She has led Customer Operation teams in Sales, Service, Retention, Technical Support, Collections, Workforce Management, Chat, Social Media, and Project Management.
For a brief period in 2017-2018, Jen left Frontier to run the Network Operation Centers for Enterprise and Wholesale Repair at Windstream Communications as the Vice President of Service Assurance. Jen was responsible for the ELITE NOC and Security Operations Centers for highest revenue generating Commercial customers providing white glove touch.
Jen was recruited back to Frontier in 2018 to help lead Business Transformation, and most recently she has been assigned to lead the Customer Experience team at Frontier. This is a cross-functional leadership role, focused on strategic efforts in the consumer organization, to achieve quantum improvement in the quality of customer experience.
Jen spent most of her career in Rochester, NY moving to the Tampa area in 2017. When not in the office, you will find her in the Bay area enjoying time on the water.
Teresa Tañega-Ignacio leads Visa’s Client Care Managed Services in support of Debit Processing Services clients. Teresa has a successful history of building and mobilizing high performance, cross-functional global teams to drive growth and profitability in challenging market conditions. She works closely with the product and contact center operation support teams to execute CX transformation strategy, furthering Visa’s goal of being an even more customer-centric organization.
Teresa earned an MBA from the Cox School of Business at Southern Methodist University in Dallas, TX, and a bachelor’s degree in Business and Managerial Economics from the University of the Philippines, Diliman. She also sits on the board of Seeds of Peace, a not-for-profit organization that is a trusted global leader in conflict resolution programming with youth in partnership with emerging leaders in divided societies around the world.
Carolyne Truelove, Fanatics, Inc’s Global Head of Fan Experience, is passionate customer experience executive, with over 25 years leading global B2B and B2C Customer Service Organizations in the eCommerce and legal industry spaces. She is recognized as an industry expert who is most excited about innovative processes and technologies which drive low agent and customer effort, whilst building brand loyalty. Transformation is her jam. Employees and Culture are her priority. She views improving CX as an engaged employee team sport, requiring data and influential relationships across company to drive mighty results.
She began her career as a call center sales and service agent in 1991. She moved quickly through various leadership positions resulting in global oversight of B2C and B2B customer experience teams supporting contact center technologies, training, sales and service voice, eMail, Chat, Social Media, and customer self-service solutions for travel and legal eCommerce companies in Chicago, prior to joining the Fanatics team in 2017.
Throughout Carolyne’s career, her development of high-performing teams has resulted in the successful integration of newly acquired businesses, consistently strong Customer Satisfaction, Net Promoter, and sales conversion performance, with significant operational cost savings, and the launches of multiple large dollar B2B partnerships.
Most recently, Carolyne was honored with the opportunity to serve the CX Industry as part of the Execs In The Know Advisory Board. Carolyne is an avid Chicago Bears and Denver Broncos Fan. She is a first-generation immigrant from Nairobi, Kenya who believes that her greatest success is being a wife and mother. She three daughters, Peighton (27), Avery (24) and Cyle (16), whom she affectionately refers to as her “PAC”.
Karyn has served as Sr. Director, Customer Experience at Cars.com since April 2021. She is responsible for the organization’s strategic approach to customer experience, management of the enterprise CRM and ERP systems, and ensuring an evolving employee experience.
Karyn is passionate about empowering users and leveraging technology to provide seamless customer and employee experiences. Prior to her role in customer experience, she held a number of roles across the company and led efforts to automate manual sales quoting and order fulfillment processes resulting in faster turnaround times and both error and expense reduction.
Prior to joining Cars.com, Karyn served as Financial Systems Manager of Classified Ventures.
Karyn holds an MBA in Leadership & Change Management and MIS from DePaul University and a B.A. in Economics from the University of Illinois Urbana-Champaign.
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 $7billion 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 ona 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.
Jyl is the Vice President over Provider Quality & Calls (PQC) within Humana’s provider operations area. Her team supports the enterprise by servicing providers for all lines of business and focuses on understanding and improving the provider experience by turning insights into action. PQC is charged with strengthening provider relationships by eliminating friction points and streamlining processes – these solutions enable Humana to achieve higher quality transactions and transparency with our providers; therefore, increasing trust and engagement.
Jyl has been with Humana since 1998 and has held a variety of progressive leadership roles across the company. Furthermore, she has strategically developed and executed multiple programs that have positively impacted associates, brokers, members and providers while advancing business objectives.
Shannon represents Opendoor as the VP of Sales and Support, leading Opendoor’s acquisitions and resale growth goals as the IBuyer works to improve its end-to-end customer experience. Prior to joining Opendoor, he held executive positions at both GoDaddy and Sirius XM. His professional track record shows his passion for helping companies achieve customer service excellence.
Jeff began his career in Marketing in 1991, as a call center agent, while attending the University of Wisconsin, Madison and studying Communication Theory and Research. The first eight years of his career included multiple call center operational roles. Following his first eight years in Operations, Jeff spent 10 years in the Omnicom family in both the US and The UK/Europe with multi-channel responsibility for Client Services and Program Strategy in a variety of verticals including Telecom, Energy, Media and Non-Profit. He currently serves as the VP and GM of Listener Care for SiriusXM Satellite Radio with responsibility for live customer, chat and social support that includes partnerships with 16 outsourced BPO organizations, representing more than 60 individual customer support center locations.
Sagarika is Associate Director of Product Analytics at Wayfair, where her team performs customer journey analysis and supports experimentation of features that can improve customers’ post purchase experience. Her team also performs analytics to understand customer support agents’ interaction with the various tools while handling contacts and provides insights to the product teams to make it efficient and personalized for agents and customers.
Prior to that she has worked in companies like Instacart and Groupon where she has led various teams such as Customer Engagement, Process Improvement and Advanced Analytics. Sagarika is a certified Six Sigma Black Belt and has a Master’s degree in Predictive Analytics.
Vin Varma is the SVP of Patient Experience & Service Operations for Oak Street Health, a network of primary care centers that delivers value-based care to adults on Medicare. Oak Street Health is rebuilding healthcare as it should be, serving more than 130,000 patients in over 130 centers nationwide.
Prior to this position, Vin Varma was the VP Omnichannel Service for United Healthcare from 2018 to 2021. He led product management for UHC and owned a portfolio of product capabilities including Voice and Digital service experience, Agent desktop and Voice of the customer capabilities across all UHC members and providers.
Prior to that, Vin was the VP of Product Strategy and Customer Experience at American Express Global Business Travel(GBT). He led the strategy and design, development and deployment of all of Amex GBT’s digital and service capabilities. He was also responsible for Service Design for Amex GBT operations.
Vin Varma also led Service delivery operations at Amex Travel including contact centers,shared service operations, financial operations. Prior to that he has worked with American Express Corporate Cards, Standard Chartered Bank and Bank of America in Operational roles in India.
Vin Varma received an MBA from the Ohio State University as well as a Post Graduate diploma in business administration from IMT, Ghaziabad, India. He is also a practitioner of Design Thinking and completed design thinking certification from the Stanford d.school. Outside work he mentors business students interested in taking on leadership roles.
Currently the VP and Head of Bill.com Customer experience, Bala has 20+ years of experience in leading large scale strategic and operational functions across global B2B and B2C in-house and outsourced customer service teams for organizations like Intuit, Google & HP.
Innovative Operations Executive and Entrepreneur, building great customer experiences and strategies for more than 25 years with leading brands such as Capital One, Uber and now Chime. Extensive experience working with the BPO industry, in globally-scaled operational footprints. Highly process-driven with a relentless thirst to understand what drives the best experiences in the industry today. Specialization in areas such as CSAT, NPS, FCR, QA, Journey-Mapping and Continuous Improvement. Self-described operational nerd who is never satisfied with the Status Quo.
Tony Ayaz is the CEO and Board Member at Scuba Analytics. Tony is a seasoned Operator skilled at executing GTM strategies to scale companies from $0 to $100M/IPO while building great teams and culture. Tony is a driven executive with entrepreneurial experience as a Founder/CEO, Board Member, Executive, Sales Leader and Investor. Tony’s combination of early-stage and hyper-growth company experiences provide a holistic approach to scaling companies for over 20 years with multiple exits. Tony has extensive experience bringing complex technologies to market across product, marketing and sales.
Crystal Collier is a catalyst who improves an organization’s results by understanding, designing, and enhancing experiences across the entire customer lifecycle. Before joining PTP as an Executive Consultant, Crystal was the Head of Strategy, Programs, and Insights in Worldwide Customer Experience at Electronic Arts. She has also worked extensively with Samsung, Chanel, USAA, and Cars.com to improve customer interactions. As a thought leader in the industry, she is a frequent author and speaker on CX trends and innovations. You may connect with her to learn more at Crystal.Collier@PTPinc.com.
Selena Castellanos has over 25 years in the telco vertical having been in operations, sales and marketing. With deep vertical expertise in speech driven services, messaging, and customer experience improvement, she has currently added Financial Services marketing to her resume. A Florida native, she holds an MBA from Rollins College in Winter Park, Florida, and has three children. When she isn’t evangelizing the benefits of AI, she’s riding her bike exploring the rails to trails initiative.
Evan Cummack is CEO of Fin (http://fin.com). Fin helps companies improve customer operations management by shining a light on how CX workflows are completed using different SaaS applications.
Prior to Fin, Evan was General Manager at Twilio. Evan led Solutions Engineering and product development teams at Twilio as the company grew from Series B through IPO and beyond.
Through his experience partnering with leading brands like ING, OpenTable and Coca-Cola as they migrated to the world of interactive, multi-channel customer experience, Evan discovered the need for companies to have deep insights into cross-application workflows to stay ahead of evolving customer needs and achieve better outcomes.
Jeff Fettes is a Canadian tech entrepreneur and investor. He is CEO of Laivly, a leading Artificial Intelligence and Automation platform, notable for supporting customer care for some of the world’s best-known brands. Jeff previously founded 24-7 Intouch, a BPO with over 20,000 associates around the world, consulting with brands on call center operations, IT, HR and workforce planning. He continues to serve on the board of directors for 24-7 Intouch, as well as other emerging tech brands like Maple and Vetster. The Fettes Family Foundation supports fundraising for charitable causes across North America.
Doug brings over 20 years of global BPO expertise and is passionate about leading high-performance client services, sales and marketing organizations. He is a proven customer experience leader in client-centric, relationship-driven environments and has a successful history of helping clients achieve their strategic goals and objectives. Doug has a tenured career history with BPO companies including Qualfon, SITEL Corporation, and Stream Global Services. In his current role of General Manager & SVP with ibex, he is focused on business development leading a GTM initiative to help the world’s most disruptive, new economy brands achieve hyper growth and scale.
Ramon Icasiano is an award-winning, 20+ year CX industry leader and visionary. His experience spans many industries with well-known start-ups: Fintech (Earnin), Entertainment (Netflix), Mobile Gaming (Zynga), Telecommunications (Verizon), and various management consulting engagements. Now Ramon is applying his industry-tested skills and passion for helping companies grow as Pathlight’s Chief Customer Officer. As one of Pathlight’s first customers, he saw Pathlight’s impact firsthand as it helped him build and scale a world-class CX organization at Earnin. As Chief Customer Officer, he is leveraging Pathlight’s revolutionary platform to help customers build a leading CX strategy, culture, and technology stack. Ramon enjoys playing tennis and watching documentaries on Netflix.
As a practitioner, consultant, and coach to more than 100 familiar brands across banking, insurance, technology, retail, automotive, healthcare, and more, Marc has helped design VoC programs that have had truly transformational impact. With more than 20 years helping companies become more customer aware, focused and even obsessed, the results of those programs have generated billions of dollars for the companies he’s served. Currently, as part of the Concentrix CX VoC team, Marc’s subject matter expertise is sought after by a combination of our current clients and those who plan to be. Outside of this work, Marc is currently contributing to the first ever Customer Experience Book of Knowledge, a compendium of key best practices for leading successful, high impact CX programs, soon to be published by the Customer Experience Professionals Association (CXPA) and serves on their Global Leadership Committee. He lives in Raleigh, North Carolina with his wife Lisa and their three Cavalier King Charles Spaniels.
Megan Neale is co-founder and COO of Limitless, a GigCX platform that empowers people to earn money for providing brilliant customer experiences for brands they love. Megan has a background in global CX operations and technology and is widely regarded as a thought leader in customer experience digital innovation. Throughout her career, she has held a range of leadership roles in outsourcing and for Unilever. She was founding shareholder of Semafone, the market-leading PCI compliance platform for contact centers. Her passion for promoting diversity and inclusion led to the creation of the Limitless GoodGig® charter, which ensures GigCX experts are treated fairly.
Jeff is an accomplished global sales leader with over 20 years of experience managing winning sales teams. With a background in high-growth and SaaS technology organizations, Jeff leads Upstream Works’ global sales team with a focus on partner expansion and customer success across all industries and geographies.
Kumaran is responsible for solution strategy at Uniphore. With over 19 years of product and consulting experience, Kumaran’s passionate about the interplay between customer experience and AI. Having seen first-hand the challenges of defining and executing on digital transformation programs for several Global 500 brands, Kumaran’s eager to share earned secrets and compare notes to help you chart a resilient path forward.
As SVP of Sales, Chris is responsible for new client acquisition and market expansion within 24-7 Intouch. Chris builds client relationships by leveraging our proven expertise in enterprise level voice, chat, email and social media solutions. He works closely with the Executive and Operations teams to develop solution strategies across each customer engagement channel to generate revenue and meet company growth objectives.
Chris joined us in 2001 and has held various positions within Sales, Business Development and Operations. He is actively involved in the industry, acting as the Central Canada Representative for SOCAP Canada, as well as a member of the SOCAP Canada Steering Committee and the Business Partner Advisory Council. Chris holds a Bachelor of Arts Degree from the University of South Florida.
Charlene is Vice President & Head of Marketing at Fin (fin.com), where she leads teams dedicated to better understanding how process and technology impact operations and productivity. Formerly, she was Director of Product Marketing at Coupa Software, where led go-to-market strategy and business operations across products from pre-IPO through a 20x valuation growth. Charlene has advised C-suite executives at Fortune 100 companies on strategy and operations as a management consultant with McKinsey & Company. She has an MBA from Harvard Business School and a BA from Harvard University.
Spencer Wiedeman is currently Airkit’s Head of Go to Market, with over 6 years of experience in the customer engagement space and having formerly directed the Go to Market team at Talkdesk. Spencer has a background in finance, operations and strategic management, and information systems and was previously a teammate at Relate IQ, a customer intelligence platform eventually acquired by Salesforce.
Rick, a COPC Inc. Vice President, offers two decades of experience in business and IT, having led and consulted for organizations of various sizes and complexity. With extensive experience in operations management, process design/optimization, training development/delivery, organizational change and leadership development/coaching, Rick has successfully led performance improvement engagements that equip clients with the knowledge and skills needed to sustain these improvements.
Prior to joining COPC Inc., Rick held executive leadership positions with ClientLogic (now Sitel), Blue Cross Blue Shield of North Carolina and American Family Insurance.
Rick has a BS degree in Operations Management from Syracuse University, and holds certifications in several key industry frameworks, including: ITIL V3 Expert, HDI Support Center Director, Lean Six Sigma, COPC Customer Service Provider and COPC Vendor Management Organization.