Facilitators

Aleks Bogdanovski

Aleks Bogdanovski

President, North America, Acquire BPO

Bio is forthcoming.

Jacob Britt

Jacob Britt

Senior Manager, Business Development, Aceyus

Bio is forthcoming.

Christina Cowell

Christina Cowell

Director, Workforce Optimization & Product Management, Aspect

Bio is forthcoming.

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.

Jim Freeze

Jim Freeze

Chief Marketing Officer, Interactions

Bio is forthcoming.

Lauren Kindzierski

Lauren Kindzierski

Vice President of Solutions & Product Marketing, HGS

Lauren Kindzierski holds the role of VP of Solutions & Capabilities at HGS. Lauren plays a significant part in innovating new and existing solution offerings at HGS by leveraging technologies such as – social, mobile, video, sms, automation, and analytics – to keep her company up-to-date with the latest market trends and demand. 

Full Bio
Lauren brings with her over 10+ years of marketing, customer experience, and innovation experience in the customer service industry, primarily in the global business process outsourcing (BPO) sector.  Her high energy and enthusiasm for customer experience, combined with her passion for the customer service industry, has helped established Lauren as an industry thought leader in the customer service space specifically around the topics of innovation and customer experience.

What inspires you? (Personally, professionally… )

Professionally:  I have a ton of passion for the customer service industry. It’s an industry that needs a lot of help when it comes to innovation. Since the day I first entered this industry, it’s always been my desire to want to help and make a HUGE impact on the customer experience.

Personally: My family. Every decision I make, I think about how it will impact my family. I inspire to be the best wife and mommy I can be (I have a 1 yrs old son) while still managing to drive growth in my career. It’s not always easy, and can be a bit of a balancing act, but worth every moment. J

Tracy Malingo

Tracy Malingo

Senior Vice President, Product Strategy, Verint Systems

Bio is forthcoming.

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.

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.

Charlie Schrier

Charlie Schrier

Director of Marketing, SmartAction

Charlie Schrier is the Director of Product Marketing for SmartAction, where he is responsible for identifying market trends and competitive advantages that lead brands to stay ahead of the curve. He works closely with Product and Sales teams to build multi-media materials that enable the company to grow. Prior to SmartAction, 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.

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.

Deb Zell

Deb Zell

Director of Customer & User Experience, Dell

Bio is forthcoming.

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