February 23 – 24, 2021
Bryan BelmontVice President Customer Service and SupportMicrosoft
Jared BeneshDirector, Client Experience CapabilitiesH&R Block
Joel WalkerHead of Corporate Services SourcingVodafone Procurement Company
Kate ShowalterSenior Director, Customer Service and PMOCrate and Barrel Holdings
Peter HowertonStaff Vice President, Reimagined E2E Platforms and Salesforce.com Center of ExcellenceAnthem
Thought Leadership Speakers
Click On The Speaker To Read Their Bio
Kathy JuveEVP Customer Experience, Technology, and Insights GroupConcentrix
Abhay PrasadSenior Director, Intelligent Engagement Product ManagementNuance Communications
Yoni EpsteinFounding Chairman & CEOitelbpo
Jennifer LeeChief Strategy Officer Intradiem
Brian LaRocheMarketing DirectorCallMiner
Wadad NsouliSVP, Customer Success & Business Insightibex
Yuliya OrlovaSenior Director, Customer Experience & Quality AssuranceToast, Inc.
EVP Customer Experience, Technology, and Insights GroupConcentrix
Kathy is a member of the Concentrix Senior Executive team and is responsible for managing the company’s Customer Experience, Technology, and Insights team. This team is comprised of various business units, including Global Consulting, Global Analytics and Insights, Omnichannel technology, and the VOC SaaS business.
Prior to Concentrix, Kathy was responsible for the Convergys Digital Business unit, which focused on automation, RPA, analytics, and omnichannel transformation. She also served as Global CMO for Convergys. Kathy spent 10 years at 247.ai, where she was responsible for a variety of roles, including product strategy, product marketing, CMO, CRO, and customer success.
An industry expert, Kathy has over 20 years of experience in the CX industry, including contact centers, CX transformation, automation, CX technology, and self-service technology. She is passionate about helping large enterprises succeed through intelligent automation and creating impactful and modern experiences that drive a better CX for their B2C or B2B customers.
Senior Director, Intelligent Engagement Product ManagementNuance Communications
Abhay Prasad is by equal parts a product leader and a consumer experience advocate. Abhay leads product management for Nuance’s Digital Intelligent Engagement Solutions which include omni-channel virtual agent, asynchronous live assistance and conversational proactive outbound platforms. Customer service interactions have historically been associated with significant pain and frustration for consumers. Abhay is deeply passionate about developing solutions that eliminate that pain and help enterprises in key verticals deliver effective and memorable interaction experiences to their customers. An alumnus of McKinsey & Company, previous avatars have included leading product management at a Silicon Valley startup focused on asynchronous digital care and managing an IVR and chatbot platform for a leading ACD company. Abhay is a graduate of Indian Institute of Technology, Bombay and the Indian Institute of Management, Ahmedabad.
Founding Chairman & CEOitelbpo
Since launching the company in 2012, Yoni has solidified itelbpo’s reputation for delivering exceptional customer experiences while simultaneously taken a leadership role in modernizing the Caribbean’s global services industry. His success in harnessing rapid growth in a highly competitive market even during the COVID-19 pandemic positions him as one-to-watch for the future of CX delivery. Under his strategic and passionate leadership, itelbpo has attracted top global brands and added new lines of business across multiple industries. Named one of the 50 most influential executives in the Latin American and Caribbean region, Yoni is fast becoming one of the globe’s most respected leaders in the BPO industry.
Chief Strategy OfficerIntradiem
Jennifer has 20 years’ experience in the contact center industry with more than 15 years as a people leader. Throughout her career, Jennifer has served in a variety of roles in the contact center space, including operations, quality, workforce management, and client services. For the last four years, Jennifer led the Customer Success organization at Intradiem, where her team was pivotal in achieving the historic milestone of one billion automation actions. As Chief Strategy Officer, Jennifer now leads the teams that include Intradiem’s Product Management, Product Marketing, and Marketing functions.
Brian LaRoche is Director of Event & Field Marketing for CallMiner and is responsible for the promotion of his organization’s Omni-Channel interaction analytics technology and services platform through the planning and production of physical and virtual events, webinars and podcasts. Mr. LaRoche has a long-standing comprehension of Call Center operations as in the course of his career he not only designed and marketed the full gamut of call center technologies, he ran a multi-site sales, customer service and lead development Call Center operation. A member of CCW’s Advisory Board, LaRoche is also the host and moderator of CallMiner’s popular Education Webinar series and is a frequent blogger, podcaster, guest speaker and author on speech analytics, technical, collections, sales, customer experience and leadership topics.