Facilitators

Mike Asebrook

Mike Asebrook

Director of Product Marketing, Pegasystems

Mike Asebrook has spent the last 20 years in a variety of senior-level Product Marketing and Technical Product Management roles at Pega, Genesys, Cisco (Videoscape), Volicon (now Verizon Digital Media Services) and Avid Technology. Mike’s primary interests include driving key market trends (IoT, AI, Video collaboration) into useful solutions for a wide range of use cases in the Customer Service industry.

Chuck Baker

Chuck Baker

Senior Manager Training, Development and Quality Assurance, Royal Caribbean International

What inspires you?
My family, and pushing boundaries

Currently the Senior Manager for Training, Quality Assurance and Knowledge Management for Royal Caribbean Cruises Limited. Chuck leads a global team that supports three of the company’s cruise brands, Royal Caribbean International, Celebrity Cruises and Azamara Club Cruises.

Full Bio

Chuck is responsible for developing and implementing a timeless comprehensive quality assurance program for every function within the contact center environment globally, developed and implemented a comprehensive training plan with curriculums that focuses on continuous improvement within the contact centers. Chuck has also deployed eLearning modules that facilitate surgical hiring and training for specialized contact center roles within the brands. Chuck has increased the reach of the training organization globally, positioning his team as the first point of contact for training development, and delivery. Chuck is also responsible for managing the response units for any catastrophic ship related incidents globally for all of RCCL domestic brands. A critical part of his remit was the creation of a global Knowledge base that is manned 24/7 to support any changes to normal operations providing current updates to all contact center users, making this tool the first point of reference for all shore-side and shipboard employees. Chuck spearheaded the strategy to implement Chatbot, Intelligent Virtual Agent and Speech Analytics into the global contact centers. Chuck oversees all aspects of the technical and soft skill training function for over two thousand employees in Guest Sales & Services, encompassing multiple functions in the contact centers. He has been recognized for his hard work and contributions and was featured in “Who is Who in Black South Florida” Before joining Royal Caribbean Chuck held Leadership roles with Avis Rent -A-Car Systems, Hertz, PRC (Alorica), T-Mobile, N.A.R.S. and Delta Dream Vacations.

Nick Bandy

Nick Bandy

Chief Executive Officer, SpeechIQ

Ben Barton

Ben Barton

Senior Business Consultant, Pegasystems

Ben Barton has spent the last 16 years running large scale complex customer service organizations. He has helped some of the largest companies transform their contact centers into robust customer engagement centers. As an industry expert you’ll find Ben speaking at many shows addressing common gaps in workflow, management and technology.

Aleks Bogdanovski

Aleks Bogdanovski

President, North America, Acquire BPO

As a strategist and accomplished leader, Aleks is recognised for his ability to deliver top‐line
growth through the execution of sustainable strategies that provide bottom‐line success.

Full Bio

With his global perspective, Aleks is driving Acquire BPO’s success across new markets.

Joining the senior ranks of Acquire BPO four years ago, Aleks was tasked with launching Acquire BPO in North America, while concurrently establishing a nearshore solution in the Dominican Republic. Within the first year of operation, Aleks had successfully built a multi‐million dollar operation and under his leadership, the company is continuing on a rapid growth trajectory.

A highly motivated and experienced senior executive with more than 20 years of leadership experience, Aleks has held various executive roles across finance, marketing, promotions and sales for a number of multi‐billion dollar corporations. He has built a reputation for driving solid growth and profitability.

Aleks is a hands‐on leader who focuses on developing successful people and building strong, capable leaders. This leadership approach has helped him create an empowered workforce, driving success through solid client relationships and providing unparalleled onshore and offshore solutions.

Aleks is also a Certified Outsourcing Professional and a practicing accountant.

Sharon Bradbury

Sharon Bradbury

OneCloud Experience Manager, Engineer & Advocate Support Technologies, Microsoft

What inspires you?
Live my best life with purpose

Sharon Bradbury is an advocate for disrupting the traditional support model by building experiences that create fanatic customers. She is a growth mind-set leader who learns through her mistakes and doesn’t give up. She serves up truth, grace, focus and lives life with purpose.

Full Bio

Sharon is focused on listening to Advocates and Engineers to understand how they can be their best voice of Microsoft through modern support tools. She is passionate in collaborating, learning and being inquisitive to identify the nuggets that can empower our customers and advocates to increase customer satisfaction. She embraces change and knocks barriers down in the traditional thinking of support.

In her 20 years experience in developing technology in global contact centers, her focus now is managing a global cloud-based contact interaction platform in Customer Service and Support at Microsoft.  This also sparks her interests in natural speech applications, Speech Analytics and Sentiment Analysis that enables another dimension in understanding our customers and being an advocate for change through data insights.

When she is not creating experiences or collaborating with advocates, you will find her in the mountains hiking, snow shoeing, traveling, and wine tasting with her husband and friends.

Jacob Britt

Jacob Britt

Senior Manager, Business Development, Aceyus

Jacob Britt brings a holistic perspective to understanding the customer journey, having worked for nearly 20 years with front-line customer-facing organizations, applications and technologies that deliver and create industry-leading customer experiences.  He specializes in working with large companies that employ a vast number of disparate systems, helping them to make sense of their data by summarizing it and making it available to the right people. As a Senior Manager in Business Development with Aceyus, Jacob has a passion for finding the latest in customer experience improvements along with strategic partners that help to bring innovative ideas to the world of Contact Center Analytics.

Crystal Collier

Crystal Collier

Executive Consultant, Customer Experience, PTP

Christina Cowell

Christina Cowell

Director, Workforce Optimization & Product Management, Aspect

What inspires you?
Watching my children accomplish new things.

Chrissy Cowell is an accomplished thought- leader and evangelist in the contact center space. She has over 19 years of experience in the telecommunication/ software industry, including product marketing, product management, sales enablement, client services, quality, compliance, and program management.

Full Bio

Chrissy is currently the Director of Product Management for Workforce Optimization (WFO) at Aspect Software.  In her role, she is managing a team of product managers that are tasked with driving the strategy and development efforts for all the WFO solutions at Aspect.  She and her team work closely with R&D to develop best of breed solutions, that are very intuitive and modern applications to optimize the workforce.  She enjoys spending time with customers and prospects to understand what their business problems are and how Aspect can partner with them to create more efficient and effective processes for their employees.

Chrissy has been the consumer of many of the leading contact center technologies, and now is working on the software side, leveraging her experience to help drive strategy and innovation into her solutions.   She has global experience in cloud and premise environments, as well as omni-channel contact centers. Extensive experience in workforce optimization, customer journey, customer experience management, and contact center operations.  She has spent a lot of her career focused around best practices and process and driving corporate governance of these objectives in global locations.

Chrissy lives outside of Philadelphia in Bucks Country with her husband and three very active kids.  Her and her children play soccer year- round, but the kids also play basketball, baseball, and track.  They are all avid Philadelphia Eagles Fans and enjoy visiting the beach in the summer.

Neil Crane

Neil Crane

Vice President, IT and Product, Cicero

Mr. Crane’s experience spans nearly 25 years of technology change during which he has designed and overseen the implementation of enterprise computing systems for Fortune 100 companies on the leading edge of technology adoption, providing common-sense, value for money, process integration solutions.

Full Bio

Mr. Crane is currently the Director of Product Strategy at Cicero Inc. where he focuses on the development of the company’s Desktop Activity Intelligence products.

Nicole Granucci

Nicole Granucci

Senior Director, Product Marketing, Salesforce

What inspires you?
Business that create platforms for change, equality, diversity, health, fitness, human and animal rights.  “Be Truthful, Gentle, and Fearless” – M. Gandi

Full Bio

Nicole Granucci is a Sr Director of Salesforce Service Cloud product marketing, where she leads customer “Trailblazer” community programs which drive customer engagement, enablement, and adoption.  Nicole has over 20 years of marketing experience, specializing in CRM, community, loyalty, and advocacy marketing for b2b and b2c organizations.  Nicole has a passion for CX and technology and holds 6 patents for her innovative work at Visa where she directed cardholder benefit call center operations, product, corporate, and content marketing.  A San Francisco native, Nicole has an MBA from the University of San Francisco, and currently resides in the city with her family.

Tony Iero

Tony Iero

General Manger, Digital, VHT

Ryan Lester

Ryan Lester

Director, Customer Engagement Technologies, Bold360 by LogMeIn


Ryan Lester is the Director of Customer Engagement Technologies at LogMeIn. He and his team own the strategic development and implementation

Full Bio
for the go to market plan for AI, Chatbot and Virtual Assistant products. He is passionate about making new technology easy and helping any size company unlock the potential of AI and bots. Prior to his current role, Ryan held various sales, marketing, and product positions at Intel Corporation, Cisco Systems, and Eaton Corporation.
Bernie Lillis

Bernie Lillis

Vice President, Business Development, HGS

What inspires you?
People going after their dreams!

Over 20 years’ as a Business Development Executive with a demonstrated history of working in the outsourcing/offshoring industry to create effortless customer engagement and legendary customer support. As an early adaptor to social media, Bernie has utilized his knowledge to help re-engineer business models and enhance the customer experience with numerous Fortune 1,000 brands. Bernie received a Master’s Business Administration from Rochester Institute of Technology and a Bachelor of Science -Accounting from SUNY Geneseo.

Tracy Malingo

Tracy Malingo

Senior Vice President, Product Strategy, Verint Systems

Rob McDougall

Rob McDougall

Chief Executive Officer, Upstream Works Software

What Inspires You?
Campfires, guitars and improving customer experience for everyone

Rob McDougall is the Chief Executive Officer at Upstream Works Software. Rob has been providing customer care solutions for over 25 years, creating real world, road tested solutions that meet the needs of the market, partners, and customers.

Full Bio
His forward-thinking vision of customer experience led him to conceive, develop, and deliver the first true omnichannel solution in 2006, long before the term omnichannel was coined.

Today, Upstream Works is an award winning company that provides organizations with flexible, innovative customer service solutions across virtually every industry worldwide.

Mary McKenna

Mary McKenna

Director of Product Development, Interactions

Tommy Minta

Tommy Minta

Digital Solutions Lead, Genesys

What inspires you?
Rapid innovation in technology, Travel, and Family

Tommy Minta is the North America Digital Solution Lead at Genesys, and is dedicated to helping organizations throughout North America tackle the challenge of undergoing Digital Transformation initiatives.  With over 10 years of experience in IT and Customer Experience solutions, he has worked collaboratively with both large and small brands across a variety of industries to design, develop, and implement their Customer Journeys across channels.

Full Bio

Currently living in Winston Salem, NC, Tommy and his wife enjoy traveling with their 2 year old son, who has already been to 10 states and 9 countries.

Lynn Olson

Lynn Olson

Vice President of CX, PTP

Dave Parkinson

Dave Parkinson

Executive Vice President, Interactions

Sigrid Penner

Sigrid Penner

Vice President, Insights & Analytics, 24-7 Intouch

As VP Insights & Analytics, Sigrid provides oversight into analytics to drive true ‘insight’ to improve 24-7 Intouch client programs and overall business. She also provides a unique lens into data analytics, looking to data insights that matter to the business and its success.

Full Bio

Sigrid began her analytics career in university, supporting professors with their data projects – even before statistics programs were Windows-based! Prior to joining 24-7 Intouch, she had 18 years of experience supporting and building analytics programs for customer feedback companies, museums, and telecommunications companies.

Sigrid holds a Bachelor of Commerce Degree from the University of Manitoba.

Dean Robison

Dean Robison

Head of Global Technical Support, ServiceNow

Dean Robison is the Head of Global Technical Support at ServiceNow. Dean has over 20 years of experience in Silicon Valley, most recently as the Chief Customer Officer at InsideSales.com and a 13-year run at Salesforce with leadership roles in professional services, customer support and M&A integration. He has an MBA from Santa Clara University and a B.S. in Systems Engineering from the U.S. Naval Academy.

Charlie Schrier

Charlie Schrier

Director of Marketing, SmartAction

What inspires you?
Working with a team firing on all cylinders

Charlie Schrier is the Director of Marketing for SmartAction, a top-rated AI-powered virtual agent solution provider for call centers. He is passionate about identifying market trends and competitive advantages that help organizations stay ahead of the curve. Charlie completed his MBA from Loyola Marymount University, where he helped launch two small businesses and performed user experience consulting work for a top visual effects company.

Deb Schweizer

Deb Schweizer

Senior Vice President, Global Business Solutions, Teleperformance

Full Bio

Teleperformance Experience

  • Chosen to build new solutions for pursuing challenging new market opportunities particularly for companies being impacted and taking advantage of digital disruption
  • Selected to work on new logo and existing client initiatives with special teams to help solve problems, achieve strategic business objectives, and nurture valuable partnerships
  • Asked to build business of clients leveraging past experience/expertise centered on driving innovation/transformation, reducing costs, increasing revenues, improving CSAT and NPS levels, enhancing market positions, increasing operational efficiencies, and optimizing the customer experience
  • Successful in launching one of TP’s top global clients across 13 sites in 8 countries in industry record-breaking ramping times by leading global teams and focusing on sharing universal best practices to meet/exceed all client goals
  • Assigned to some of TP’s priority global accounts to manage cross-geo teams to deliver tangible business results for the accounts while maximizing all operational efforts/results

Relevant Industry Experience

  • 15 years of successful global experience in the outsourcing industry across verticals
  • Proven expertise in New-Existing Logo Sales, Client Services, and Global Account Strategy/Operations Management, as an individual contributor and leader
  • Specialties include utilizing Innovation, Technology, Process Optimization/Automation, Data Analytics, and New Pricing Models to aid clients and their customers
  • A builder of creative ecosystems to drive CX excellence and business growth
  • Syncing companies with solutions that are strategic and results-oriented
  • MBA focused on Economics and International Finance with Business and Marketing majors

 

Amit Shankardass

Amit Shankardass

Executive Vice President, World Wide Market Engagement, Teleperformance

Kathy Sobus

Kathy Sobus

Senior Director, Customer Experience Strategy, ConvergeOne

As the Practice Director of Customer Experience for ConvergeOne, Kathy Sobus leads a team with extensive experience in the contact center business and drives strategic alliances and partnerships with various vendors and providers. She is an expert in the area of customer experience and helps clients enhance their contact centers to more effectively respond to their customers’ ever-changing needs.

Full Bio

Sobus runs the ConvergeOne Workforce Optimization Group and provides guidance for Regional Solution Architects. She develops and shares strategy and thought leadership with her continued participation at trade shows and industry events. She ensures that ConvergeOne offers holistic, relevant solutions and deployment options, including cloud-based, hosted, managed or premises, to meet clients’ business needs.

Sobus has been awarded multiple patents, including “System and Method for Managing Agent Schedules in a Contact Center,” which proposes that when a transaction is received in the contact center, the best agent and time for handling the transaction will be determined. In the case that the time for the best agent to handle the transaction conflicts with a movable event, the movable event will be rescheduled to allow the best agent to handle the transaction. Overall, Sobus has been awarded 11 patents, including “First Call/Contact Resolution (Contact Center Method for Tracking and Acting on One and Done Customer Contacts)” and “Method for Discovering Problem Agent Behaviors,” which Avaya produced. These patents enable ConvergeOne’s clients to better manage their contact center and deliver an effortless and efficient customer experience.

Prior to joining ConvergeOne through the acquisition of Strategic Products and Services (SPS), Sobus spent more than 16 years at Avaya, holding roles that included global contact center lead, contact center strategist and inventor. Sobus also served as the Vice President of Customer Care for Bostonian and Hanover Shoes and Director of Customer Service for a public utility. She earned her Bachelor of Science and Master of Science in Education from the University of Delaware and her Master of Business Administration from the Erivan K. Haub School of Business at Saint Joseph’s University.

Brent Stevenson

Brent Stevenson

Senior Vice President, Sales & Marketing, 24/7 Intouch

As Senior Vice President of Sales and Marketing, Brent ensures all potential and current clients are offered the best solutions and quality of service to meet both their current and future needs.

Full Bio

Brent began as a customer service professional in 1998 as one of the founding partners at Tell Us About Us, a company focused on the customer experience through surveys, mystery shops, and live agent support. He is seen as a thought leader in the customer service industry and has presented and led key discussions in over a dozen conferences. Brent holds a Bachelor of Commerce Degree from the University of Manitoba.

Matthew Storm

Matthew Storm

Vice President, Global Marketing, Jacada

Deb Zell

Deb Zell

Director of Customer & User Experience, Dell

What inspires you?
Identifying unmet customer needs and riding my bike

I accidentally found my way into human centered design, best practice research and journey mapping 10 years ago (long before it became a thing) due to a product I launched for Charles Schwab that was a spectacular failure.

Full Bio

In the years since then, I’ve grown as practitioner of omni-channel, customer-centric design methods, have worked for and with early stage startups and incubators, and led the customer experience design practice at Deloitte Digital.  I was then hired into my current role to bring together the post-Dell and EMC merger offerings in a way that makes sense to customers; in the process am improving internal and external customer experience around all touchpoints: events, sales, product, support and digital experiences.

Contact Us

Contact Us

Customer Contact East
7550 IH 10 West, Suite 400
San Antonio, TX 78229-5616

Phone: +1-877-463-7678
Email: events.us@frost.com

About the Event

Customer Contact East will prepare you for the future of customer care by providing pragmatic real-world experiences, insight, best practices and tools for realizing your Customer First vision.

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