Our Insightful & Visionary Speakers

For information on becoming and/or nominating a speaker, please contact Brooke Filson at 212-402-1814, or email her at Brooke.Filson@frost.com

Keynote Speakers

Nate Brown

Nate Brown

Director of Customer Experience, UL EHS

Bio is forthcoming.

Rachelle Dever

Rachelle Dever

Global Brand & Guest Experience Director, InterContinental Hotels Group (IHG)

Rachelle has been in the hospitality industry for the entirety of her career.  Her passion is to make a difference and inspire others to do the same.  Whether it be through paying it forward to her team, innovating to improve the guest’s experience, or founding a Women’s affinity group, making a difference has been the foundation of Rachelle’s career.

Full Bio

Rachelle is presently the Global Brand and Guest Experience Director for Holiday Inn, a division of IHG.  In this role, she is currently focusing on innovations in creating Restaurant and Bar solutions that drive revenue, brand growth, and meet the needs of guests.  Prior to joining IHG in October 2017, she was with Popeyes Louisiana Kitchen for over 13 years, and held various roles, most recently as Head of Global Guest Experience.  She was responsible for developing a multi-year guest experience strategic roadmap that improved Overall Satisfaction by 10% in 2014-2017.  Prior to joining Popeyes, she worked for ServiceCheck Inc.  There, she worked in various capacities including consulting with numerous clients of the Restaurant and Retail Industry; and was named Salesperson of the Year in 2003.  She also has a Bachelor of Arts degree in English from Reinhardt University in North Georgia.

In addition to her professional role, Rachelle also serves on the Argyle Leadership Advisory Board (May 2018-Present).  She is founding member of the Popeyes Women’s Leadership Forum (2009-2013).  She volunteers as the Women’s Foodservice Forum Brand Ambassador (2012-Present).  She is also a member with OnBoard Inc, a nonprofit organization whose mission is to increase women in the boardroom.

In her personal life, Rachelle lives with her husband Mike and two canine babies, Chloe and Leo.  She developed her love of animals very early on, having grown up on a horse farm.  Rachelle enjoys the role of mom, having two amazing stepchildren, Sara and Hayes.  When at home, her favorite place to be is in the kitchen cooking for her family and friends.

Bruce Millard

Bruce Millard

Vice President, Digital & Customer Innovation, Safelite Group

What inspires you?
Problems that look unsolvable.

When not writing about himself in the third person, making it seem like he’s only slightly less visionary Steve Jobs, Bruce enjoys finding the craziest promises made in sales presentations to see if there’s any way to actually deliver on them. Visionary, thought leader and disruptive are all words that Bruce believes you should never use to describe yourself unless you’ve made over a billion dollars.

Full Bio

Bruce Millard joined Safelite Group in May of 2014 and currently serves as the VP of Digital Marketing & Customer Innovation. His responsibilities include experience creation and optimization, driving demand through digital advertising/social media, overall sales growth within the digital landscape and leading new customer innovations.

He has more than 30 years of experience, including 20 years in senior digital roles in both consumer packaged goods and with several early internet brands. Previously he served as director of interactive marketing for Abbott Nutrition, leading programs for the Similac, Ensure, EAS and ZonePerfect brands. His responsibilities there included both digital and database marketing. Other experience includes senior positions at AOL, Netscape and CompuServe, where he held a series of content marketing and technical roles. Mr. Millard graduated from Medaille College with a BS in Media Communications.

Speakers

George Barbieri

George Barbieri

Partner Success Supervisor, ezCater

Bio is forthcoming.

Shannon Baxley

Shannon Baxley

Senior Director, Dell.com North America Consumer Connect, Dell

What inspires you?
Family, Team, Problem Solving, Wine

Shannon Baxley recently took a position as Sr. Director, APJ Marketing responsible for driving demand for Consumers, Small Businesses and Retail outlets within India, Japan, ANZ, Malaysia and Singapore.  Prior to that, she led the NA Dell.com Team where Virtual Chat (AVA) was a growth initiative – an initiative that the rest of world is paying close attention to.

Full Bio

Priorities can be bucketed into two areas:  deliver financial goals with flawless day-to-day execution AND drive innovation that exceeds customer expectations.

Prior to holding this position, Shannon was Director, Dell.com (EMEA, Japan, ANZ | SAK), Chief of Staff to the Global CSB President and Director, Marketing for NA Consumer – a business unit that empowers countries, communities, customers and people everywhere to use technology to realize their dreams.

A 12-year veteran to Dell (in two different stints), Shannon brings significant experience in product development, sourcing, branding, channel management, pricing strategy, media management, P&L ownership and GTM tactics (Broadcast to Print, Email to Social, Search to Digital OA – and everything in between).

Shannon has had the opportunity of making a difference within the CPG industry for the other 11-years of her marketing career, working in various executive roles for Cott Corporation (world’s largest retailer branded beverage supplier) and Jarden Consumer Solutions (Crock-Pot, Mr. Coffee, Sunbeam and Oster brands), but returned to Dell for the fast-paced environment where employees are focused on doing what is right for the Consumer.

Shannon holds a BA degree in Environmental Science from McMaster University and although born and raised in Canada, is proud to call Austin home with her husband and 13-year old son.

Jared Benesh

Jared Benesh

Executive Director, Contact Center Technology & Product Strategy, Quicken Loans

Jared Benesh is an executive leader with over 20 years of progressive, multi-disciplinary experience in Telecommunications, Insurance, Healthcare and Financial industries on a global scale

Full Bio
where I have held various leadership, technical, sales and strategic positions. In his current role, Jared leads the strategy and transformation for all communications technology platforms, analytics and data intelligence strategic planning and direction for how clients and team members communicate with clients across all of the Rock Holdings portfolio of companies.

Jared began his career at a large telecom holding leadership roles across every organization in the company and was involved in the company’s most tactical and strategic initiatives. During his tenure, Jared was instrumental in the Sprint turnaround through various programs and helped to cement the foundation and analytics technology used to drive one of the biggest customer service (20+ point CSAT improvement) turnarounds in the wireless industry.

From Telecom, Jared moved on to a role at a large SaaS provider where he helped drive global market entry of a new SaaS Big Data Analytics platform. Jared was responsible for pre-sales, consulting, product management, and marketing for the platform he co-developed that solved first contact resolution in the contact center. His efforts led to more than $15M in sales the first year of public availability and the creation of more than $30M in pipeline opportunity across the Americas, EMEA and APAC.

Seeing a need to help organizations find their way in the CX vendor space, Jared founded his own consulting firm and followed his passion for technology, analytics and CX where he drove successful transformation programs at several Fortune 500 companies.

Jared’s passion for Customer Experience, technology and analytics is unparalleled and evident in his constant curiosity to make things better for the Customers of the companies he works with.

Kelley Bond

Kelley Bond

Director, Customer Care Operations, Walmart

Bio is forthcoming.

Samuel Carrington

Samuel Carrington

Former Help and Service Design Manager, Lyft

Bio is forthcoming.

Julian Chu

Julian Chu

Director, People Operations, Google

Julian Chu is currently director of technical services for Google, responsible for digital advertiser engagement and learning, including content, user experience, e-learning, and social and communities efforts. His objective is to help advertisers maximize their business results via Google advertising products. He also previously led efforts in digital commerce including payments and shopping. He started his tenure with Google in leading their sales operations effort aiming at maximizing revenue growth of the company.

Full Bio

Prior to joining Google in 2010, Julian held multiple leadership roles in companies including Enova Financial, Discover Financial Services, GE, and McKinsey & Company. Julian spent his early career days in financial risk management for Ford Credit, and product engineering for Ford Motor Company. Julian is a board member of Alliant Credit Union, a seventh largest credit union by asset in the United States. He serves on their asset and liability management committee, and compensation & talent committee. He has been instrumental in leading their digital transformation effort in driving mobile first, branchless expansion, in repositioning Alliant to be the premiere financial institute for digitally inclined customers. He is also vice chair of NOVA, a federally funded employment and training agency addressing workforce needs of Silicon Valley.

Julian earned an MBA and a master’s in aerospace science from the University of Michigan. He obtained his bachelor’s degree in physics from the Hong Kong University.

Brent Cogswell

Brent Cogswell

Vice President, Customer Care Center, Schneider Electric

What inspires you?
Helping others be the best they can be

Brent Cogswell leads the transformation of the digital operating model for Schneider Electric’s managed Connected Services based out of Boston, MA USA.  Schneider Electric is the global specialist in energy management and automation.  Their technologies ensure that Life Is On everywhere, for everyone and at every moment.

Full Bio

Brent has enjoyed 25 years of progressive advancement through Schneider Electric (Starting with APC:  American Power Conversion).  Beginning his development through a sales focus, Brent has held significant leadership positions in regional support, direct accounts, global process and ultimately the Customer Care Center (CCC).   By leading a global organization of 600+ employees, he has developed proven leadership and people development skills, international experience and accumulated many examples of global, operational success.  His engineering and MBA degrees have given him a solid foundation for success and opportunity.

Using metrics and data to drive continuous improvement, Brent’s leadership within Customer Care has driven both Customer and employee satisfaction to all-time highs.  75% of the over 8 million interactions per year are now self-help and growing.  Revenue detection, sales and paid for support have also reached all-time highs.

Aarde Cosseboom

Aarde Cosseboom

Director GMS Technology & WFM, TechStyle

For the last decade Aarde’s professional experience has been focused around Contact Center technology, servicing businesses and consumers through cloud based SaaS products. He enjoys working with large Global Customer Service teams to increase and leverage the following areas of business; leadership, customer experience, customer success, operations, technology, customer service, recruiting, and people development. He has won multiple awards in the Cloud Technology field that include Best Use of Cloud Technology and Best Voice of the Customer Product.

Dave Goes

Dave Goes

Director, Client Services, Morningstar

Bio is forthcoming.

Vanessa Hannay

Vanessa Hannay

Senior Strategist, Customer Success, Muck Rack

What inspires you?
Helping others achieve success

Vanessa Hannay is a Senior Customer Success Strategist at Muck Rack, working to change the way professionals approach public relations and encourage better relationships with the media through a unique mix of technology and partnership.

Full Bio

Vanessa works with brands and agencies to ensure they are working smarter to surpass goals, reinvigorate strategies, and streamline workflows. She often refers to herself as an extension of her customers’ teams. Vanessa joined Muck Rack as a Customer Success Strategist in 2016. Prior to this, she worked in customer experience at Capital One and digital marketing at TITLE Boxing Club.

Peter Howerton

Peter Howerton

Enterprise Transformation Leader, Customer Experience & CRM Enablement, Humana

Bio is forthcoming.

Jamie Kennedy

Jamie Kennedy

Senior Manager, Social Engagement, McDonald’s

Jamie is responsible for the redesign and successful integration and approach to digital customer care and experience at McDonald’s U.S. and McDonald’s Corporation. She is deeply passionate about community development, digital strategy, integrated marketing, corporate communications, and influencer relations.

Fred Lee

Fred Lee

Chief Technology Officer, Cars.com

Fred Lee Chief Technology Officer Fred Lee serves as chief technology officer for Cars.com. In this position, Fred manages the technical and data engineering teams and is responsible for the product, data and operational platforms.

Full Bio

Prior to Cars.com, Lee was the Vice President of Digital Architecture at Grainger and Chief Technology officer at Gamut, a fully-owned subsidiary of Grainger. Previously, Lee was the Chief Technology Officer at Belly, a six-year-old Chicago startup with top-tier investors, such as Andreessen Horowitz and Lightbank.

Before his time at Belly, Lee was the chief information officer and chief technology officer of Enova International, Inc. (NYSE: ENVA). During his time at Enova, he helped launch eight businesses in six different countries while managing a team of 250 engineers, five data centers, and multiple systems.

Fred served as the Director of Web Strategy at Vail Systems prior to joining Enova, where he was responsible for the creation and development of the company’s web-based services and products.

Lee received a bachelor’s degree in industrial engineering from Purdue University and a Juris Doctor from Loyola University Chicago School of Law.

Jerry Leisure

Jerry Leisure

Vice President, Customer Success, Forte Labs

Jerry is a passionate, high-energy, collaborative, and innovative customer success executive and consultant with 20+ years’ experience in leading and guiding “Best in Class” organizations. His leadership and consultant ethos is built upon 5 key business principles: people do business with people, loyal and engaged customers build the company, communication makes things happen, adoption and usage deliver real value, and increasing customers success is a company’s lifeblood. These Ethos principles have been formed while working at Microsoft, Symantec, Autodesk, Postmates, Kabam, and now Forte Labs, Inc.

Full Bio

He believes the key to all true customer success starts with the user experience, personal engagement, followed by an amazing set of technology capabilities.  This session will focus on how we can each learn, inspire,and invest in one another and our employees for our future services success!

Stephen Loynd

Stephen Loynd

Global Program Director, Digital Experience, Frost & Sullivan

Functional Expertise
• Twelve years of research and analytical as well as sales and marketing expertise in the contact center BPO market. Particular expertise in:
– Emerging trends and market dynamics in the BPO industry
– Go-to-market BPO strategies relative to specific vertical markets
– The competitive landscape of outsourcing vendors in the realm of customer contact

Full Bio

Industry Expertise
Experience base covering broad range of sectors, leveraging long-standing working relationships with leading industry participants’ Senior Executives
– Customer care/CRM/customer contact
– Business Process Outsourcing (BPO)
– Global sourcing (from the US, to offshore, nearshore and homeshore)

What I bring to the Team
Particular skills in writing, analysis and presentation
Insight from the perspective of the end-user
Experience and skills in sales and marketing
A global outlook

Career Highlights
Extensive expertise in the evolving customer contact landscape
Twelve years experience at several relevant organizations:
– Stream Global Services
– IDC
– Sakon, LLC
– MassTrade

Education
• M.A. from the Paul H. Nitze School of Advanced International Studies (SAIS) at Johns Hopkins University, Washington, D.C.
• B.A. from Colby College, Waterville, ME

Raquel Macarthy

Raquel Macarthy

Customer Experience Manager, Replacements

Bio is forthcoming.

Gabriele Masili

Gabriele Masili

CSS Chief Technology Officer, Customer Service & Support, Microsoft

Gabriele “G” Masili is the CSS Chief Technology Officer and he leads the Digital and Developer Support Business Unit. He is responsible for the Digital Customer Support, business intelligence and data insights, and engineer/advocate support technologies across CSS, and the Commercial AI Support workstream across Microsoft.

Full Bio
Prior to taking on his latest role, G led Microsoft’s Windows and Devices Group Support Business Unit. Accountable for the end-to-end customer support experience and worldwide technical support delivery for Windows, Xbox and Surface, the organization included 10,000 support engineers and advocates across 40 geographies, supporting 30 languages.

G joined Microsoft in 2017 with more than 20 years of experience in software engineering, customer service and technical support. A passionate technology leader, he has a proven track record designing, building and delivering world-class customer experiences serving millions of customers in more than 200 countries. More recently, he built Amazon’s Customer Support organizations for Italy, Spain and The Netherlands before moving to the U.S. to run Amazon’s Worldwide Customer Service and Technical Support business for their devices and digital services. He owned the end-to-end customer support experience, including the global technical support operations, as well as the design and product development of digital and web applications like Mayday Screen Sharing and Alexa’s ability to autonomously answer customer service queries.

Throughout his career, G has been an innovator and change agent, focusing on continuously improving customer satisfaction and digitally transforming the customer experience. He is on the advisory board of two of the major customer service industry organizations, IQPC Customer Contact Week and Frost & Sullivan Executive MindXchange, and has a deep understanding of AI, voice, mobile and web support technologies.

Tony Mihalak

Tony Mihalak

Executive Director, Digital Self Service, Comcast

Bio is forthcoming.

Michael Pace

Michael Pace

Director, Member Services, Virgin Pulse

I am incredibly fortunate.

I wake up each day envisioning how I can inspire companies to create environments, journeys, and actions that help make their customers more successful.  I believe, wildly successful companies start with successful customers and associates.  My drive is to engineer monumental and awe-inspiring customer experiences; I build cathedrals of customer experience.  Starting with a solid foundation of Culture, the Best Talent, Process Management, the Right Technology, and Data Insights, I construct the pillars of a customer experience strategy for your contact center or customer care teams, and deliver awe-inspiring experiences. Currently, I build those experiences for Virgin Pulse.

Josh Reynolds

Josh Reynolds

Senior Director, Product and Partner Engagement, EA (Electronic Arts)

Bio is forthcoming.

Deb Schweizer

Deb Schweizer

Senior Vice President, Global Business Development, Teleperformance

April Sealy

April Sealy

Vice President, Operations & Customer Solutions, Elevate

April Sealy is a contact center expert and 11-year veteran at Elevate.  Elevate is committed to providing solutions for non-prime customers today, and helping them on their way to a better financial future – “Good Today, Better Tomorrow.”  As the Vice President of Operations, April is responsible for delivering a great customer experience through contact center customer support and operational readiness.

Full Bio

She leads Customer Solutions, Quality, Training, Documentation, Workforce Management, and back office functions supporting the customer experience. She is focused on delivering a great customer experience and continuing the tradition of high employee engagement and satisfaction that has lead Elevate to be certified as a great workplace by the independent analysts at Great Place to Work® for three years now.  April is a passionate coach, mentor, and expert on building a compelling engaged workforce and culture.  April previously held leadership positions at Citi and HSBC as well as having spent almost 16 years at Sprint.

Samantha Starmer

Samantha Starmer

Vice President of Design, Capital One

What inspires you?
Authenticity, Vulnerability, Synergy

Samantha Starmer is an experience design and strategy executive who has over 20 years of experience in leading innovation and digital transformation at companies such as Capital One, Ralph Lauren, Sapient Razorfish, REI, Microsoft and Amazon. Throughout her career, Samantha has led human centered design thinking efforts, and has been responsible for the ideation, requirements, design and execution of new features and functionality that support seamless consumer experiences across all touchpoints of the customer journey.

Full Bio

Samantha’s passion is the intersection between humans and technology, and how to ideate, create and deliver engaging and revenue driving interactions that are holistic across physical and digital channels.  She has created and taught many graduate level courses focused on experience design and information management at the University of Washington and Kent State University. Samantha is also a highly sought after industry thought leader who has presented and taught internationally on best practices for product innovation, service design and other aspects of human centered experience.

Nicole Sult

Nicole Sult

Director of Customer Experience, Lippert Components

What inspires you?
Innovation, empowerment, engagement

As Director of Customer Service for Lippert Components, Nicole leads Customer Service teams to serve a wide variety of customer segments in a growing RV and Marine Aftermarket arena.  These teams support customer inquiries including technical support, product fit and finish, service and aftermarket parts sourcing, third party insurance administration, and national service support for our field service divisions.

Full Bio

Nicole specializes in turning disjointed contact centers and service businesses into highly efficient and employee engaged teams.  Nicole credits Salesforce as being a key tool in accelerating the turnaround mission by allowing for doubled efficiency gains within two years of implementation.

Nicole is the 2017 Salesforce Trailblazer Award Winner for Growth and serves on Consumer Advisory Board for Service Cloud.  She and her husband are avid travelers and budding kayakers.  She enjoys spending time with her family, friends, and her dog, Pinot. 

Kandy White

Kandy White

Vice President, Service Technology, Small Business Services, ADP

Kandy White is a recognized leader with experience leading Digital Transformation across multiple disciplines and industries. Leveraging her 20 years of leadership in Global Fortune 250 companies, she has helped organizations navigate transformation by bringing technology and talented people together to create simple, engaging digital and personalized experiences.  Through direction of multi-million dollar investments, her teams have delivered more than $750M in margin growth over the past decade.

Full Bio

Kandy is currently the Vice President of Service Technology at ADP serving the Small Business Segment.   In this role, she creates and formalizes product and technology strategies and roadmaps through partnerships spanning multiple functions.   She provides strategic direction and leads a global organization responsible for the procurement, deployment and maintenance of service technologies, business processes and operating metrics for the SBS service enterprise.  She advocates for the technology needs of clients and associates serving as the key liaison with Field GMs and Corporate executives across 12 unique business communities. Her current focus is evolving the B2B Digital Service strategy and integration of next gen tech for predictive AI, intelligent AI chat bot expansion, guided self-service, big data, asynchronous messaging, and biometric authentication.

Kandy holds a Master of Science in Experimental Psychology from Southeastern Louisiana University and is ABD for her PhD in Industrial and Organizational Psychology from the University of South Florida.  She is also a certified Lean Six Sigma Master Black Belt and Crisis Counselor.

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