Want to learn more about these speakers, click their image to read their bio.
Lisa OswaldSenior Vice President of Customer Service Travelzoo
Angie PizzutiVice President & Chief Customer Officer CustomerDTE
Bit RambuschVice President of eServices & Knowledge ManagementDell Technologies
Becky PloegerGlobal Head Hilton Reservations & Customer CareHilton
Elena LoucaidouDirector of Player RelationsWargaming.net
Senior Vice President of Customer ServiceTravelzoo
Lisa P. Oswald is Senior Vice President, Customer Service at Travelzoo, based at the company’s headquarters in New York, where she is responsible for global service, quality and product operations since 2011. She is the recipient of the Gold Stevie Award® for Customer Service Executive of the Year from American Business Awards and Customer Service Excellence Award from the British Travel Awards, both in 2013. Lisa has successfully led the transformation of service organizations in both entrepreneurial, high-growth enterprises and traditional corporate environments. Whether as a change agent creating best-in-class service cultures or as an operations expert building the most efficient sales and service organization in an industry, she creates value for companies and consumers. Lisa is a proven leader who operates service organizations that improve a company’s competitive position and profitability, and creates high-performance cultures with a strong commitment to customer satisfaction and quality.
Vice President & Chief Customer Officer CustomerDTE
Angie M. Pizzuti is vice president of Customer Service Operations for DTE Energy. Pizzuti is responsible for leading a customer service organization that includes the operations of the call center, credit and collection, billing, revenue management and theft, and digital and transformative customer experience strategies. Pizzuti has held a variety of customer service leadership roles within DTE. Prior to her current position, she held the position of executive director, Customer Service. In this role, she was responsible for the overall strategy and management of customer service operations and served as the deployment lead for the company’s recent migration to an SAP customer platform.
Pizzuti has worked in both management and professional roles at DTE including chief of staff for Jerry Norcia, president and CEO, DTE Energy.
Vice President of eServices & Knowledge ManagementDell Technologies
Bit Rambusch serves as Vice President, eServices & Knowledge Management, within the Dell Technologies Services organization. He is responsible for the digital support experience and knowledge workforce transformation. His team supports roughly 500M+ annual customer visits to Dell.com/support and other support channels.
With a history of excellence within Dell, Bit has held leadership roles including VP for Global Services Engineering, Executive Dir. for Global Technical Account Management (TAM) and Sr. Logistics Manager for all North America 4-Hour Parts Depots.
Prior to joining Dell in 1999, Bit held roles as an Officer in the US Army, Account Executive at Johnson Controls and Field Engineer Territory Manager for NCR. He holds a bachelor’s of science degree in Engineering Management from the United States Military Academy at West Point and an MBA from the University of Dallas.
Global Head Hilton Reservations & Customer CareHilton
Becky Ploeger serves Hilton as the Head of Hilton Reservations and Customer Care where she inspires innovation to deliver an elevated, world-class customer experience. Becky brings over 20 years of experience from customer-centric brands like USAA and Kohl’s. She is a passionate thought leader, providing strategic execution of organization-wide initiatives that enhance productivity, quality, digitally-enabled and differentiated customer service, technology and bottom-line financial performance. Her impressive record and repeated success in fearlessly delivering transformational change through innovative hands-on operational leadership, relationship building and project management has led to millions of dollars in revenue generation and expense reduction.
Director of Player RelationsWargaming.net
Elena Loucaidou is a data driven professional with a background in Consulting, Finance, Marketing and Insights. She is currently the Director of Player Relations at Wargaming Group Ltd’s worldwide headquarters in Nicosia, Cyprus. Not unlike other international developers and publishers of multi-platform free-to-play games, Wargaming’s ability to retain players, happy players, is key. Players like good games, and they love great games, but they also have an ever increasing number of choices on what games they play and where to spend their play time. Understanding Players’ changing behaviors and needs by measuring, collecting and drawing insight from Player feedback is critical Wargaming’s growth and strengthening the company’s global brand in a highly dynamic and growing market. Elena is passionate about her players and has a proven track record of providing valuable and actionable insight to drive player happiness by working with and managing International and cross functional teams.