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.
Thought Leadership Speakers
Want to learn more about these speakers, click their image to read their bio.
McCall PeltierProduct Marketing Manager Interactions
Jackie PottsDirector, VoC StrategyConcentrix
Julianne MailaSr. Product Marketing ManagerHiya, Inc.
Vince BeeseHead of EnterpriseKustomer
Jackson ScherProduct Marketing ManagerSalesforce
Dr. Alexandra C. FeldbergAssistant Professor of Business Administration Harvard Business School
Dr. Tami KimAssistant Professor of MarketingDarden School of Business
Monica BowieMarketing Manager, BOLDForce PresidentSalesforce
Allie LawlerSenior Associate, Technology ConsultingEide Bailly LLP
Product Marketing ManagerInteractions
McCall is a Product Marketer with experience working in tech and healthcare industries. At Interactions, she is responsible for the development of messaging, go-to-marketing efforts and bringing enterprise software products to market. She has a BS in Finance from Bryant University and is currently pursuing an MBA from Babson.
Director, VoC StrategyConcentrix
Jackie leads the vision and strategy of Concentrix Voice of the Customer solutions to ensure clients continue to drive positive financial outcomes using customer feedback. She has over 10 years’ experience designing, implementing and supporting VOC programs for Fortune 500 companies.
Sr. Product Marketing ManagerHiya, Inc.
Julianne Maila leads product marketing efforts for Hiya’s Connect product, helping businesses reach their prospects and customers faster and more effectively by bringing trust, identity and intelligence back to the voice call. Prior to Hiya, Julianne drove go-to-market efforts for several products at Apptio, an IT Financial Management software company, including their core IT Financial Management solution, Vendor Insights and IT Benchmarking. She holds an MBA from the University of Washington.
Product Marketing ManagerSalesforce
Jackson Scher is a Product Marketing Manager at Salesforce where he focuses on value-based marketing across Service Cloud solutions. Prior to Salesforce, he worked in impact investing across two funds focused on financial inclusion and sustainability in apparel supply chains, respectively. Jackson received his MBA from NYU Stern and a BA from Williams College. Outside of work, Jackson enjoys cooking, trail running and playing the guitar.
Dr. Alexandra C. Feldberg
Assistant Professor of Business AdministrationHarvard Business School
Alexandra C. Feldberg is an Assistant Professor of Business Administration in Harvard Business School’s Organizational Behavior unit. Her research examines the topics of gender, knowledge-transfer, technology, and discrimination within organizations.
Across settings and industries, Professor Feldberg has two main streams of research: first, how new technologies are shifting the productivity, performance outcomes, and relationship networks of workers who have historically been marginalized within their organizations; second, the extent to which frontline workers discriminate in the information and services they provide to customers, and interventions for remedying this discrimination.
Professor Feldberg completed her PhD in Organizational Behavior at Harvard University and BA in history at Columbia University.
Dr. Tami Kim
Assistant Professor of MarketingDarden School of Business
Dr. Tami Kim is an assistant professor of marketing at the Darden School of Business where she teaches the marketing core course and a digital marketing elective for the full-time MBA program. She holds an A.B. in Government from Harvard College and a Doctorate of Business Administration in Marketing from Harvard Business School. Her research focuses on the topics of digital marketing, firm transparency, and discrimination in customer service. Her work has been published in leading academic journals, including Journal of Marketing Research, Management Science and Psychological Science, and has been covered in media outlets such as the Washington Post, the Atlantic, and the Wall Street Journal. She has also written op-eds for the New York Times and the Wall Street Journal.
Marketing Manager, BOLDForce PresidentSalesforce
Monica Bowie is a Marketing Manager at Salesforce. In her role, she’s focused on maximizing engagement with our most strategic accounts to accelerate the business! She’s also the Global President of BOLDforce, Salesforce’s ERG for Black Employes, where she advocates for racial equality, career advancement, and building community for the black employee community. In her spare time, she loves to write and is a published author.
Senior Associate, Technology ConsultingEide Bailly LLP
Allie Lawler is a Salesforce Consultant by trade and a diversity, equity, and inclusion advocate by passion. She has been a speaker at multiple events and conferences on topics ranging from technology, keeping your employees happy and motivated, allyship, inclusion, and more. She has a history of working and emceeing large-scale events and community organizing. In her free time, Allie enjoys volunteering for community events and disaster relief, hiking, and becoming a devoted plant mom.