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

Michael O. "Coop" Cooper

Michael O. "Coop" Cooper

Founder, Innovators + Influencers

Session:

Michael O. “Coop” Cooper is an internationally recognized executive coach, advisor, facilitator and trainer who specializes in working with executive teams to develop the leadership skills, alignment and strategies to grow and thrive in a constantly changing environment. Coop has 23 years of experience as a coach, management consultant, strategist and project leader with Fortune 1000 companies and small businesses in over 20 countries.

Full Bio
He has worked with leaders at Accuray, eBay, Genentech, Google, Novell, Sony Computer Entertainment America, Southwest Airlines, TeleNav, Wells Fargo, Yahoo, Yammer and hundreds of other organizations large and small. He co-lead the teams to develop the world’s first wireless web platform for Vodafone and Verizon deployed in 27 countries and developed the specifications for the first custom internet car-ordering system for Honda. He has facilitated global summits for Sony corporation and a conference on managing Millennials for the Northern California Human Resource Association. For the past 12 years, he has coached and advised Eric Rodenbeck, CEO & Creative Director of Stamen Design, named by Fast Company as one of the 50 Top Innovative Companies in America and one of the Top 50 Designers in America. He has also been selected to coach the prestigious TED Fellows.

Coop is a contributor to Fast Company, Inc., Entrepreneur and Wired Innovations. He was the founding president of the International Association of Coaching, has served on the faculty of Sony leadership programs, CoachVille, Thomas Leonard School of Coaching and the Graduate School of Coaching. He completed coach training at Coach U, CoachVille and the School of Shadow Coaching. He received an MBA from the Freeman School of Business at Tulane University with a concentration in Information Systems and a special emphasis in Global Strategic Management and degrees in History, Communications Studies and Technology Education at Virginia Tech. He received the (Shop Local / Consulting) Entrepreneur of the Year Award in 2006 from San Francisco where he lives with his partner and dog. He is an active supporter of the arts and Burning Man community.

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

Shannon Baxley

Shannon Baxley

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

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.

Aarde Cosseboom

Aarde Cosseboom

Director GMS Technology & WFM, TechStyle

Bio is forthcoming.

Michael DeSalles

Michael DeSalles

Principal Analyst, Digital Transformation, Frost & Sullivan

12 years of research and analytical expertise in contact center and customer experience. Expertise in:
-Emerging trends, convergence, collapse and disruptive technologies in the contact center industry
-Insight into site management, supervision and agent development
-Outsourcer vendor selection for end users

Full Bio

Industry Expertise
Experience covering broad range of sectors, leveraging long-standing working relationships with leading industry participants and Senior Executives:
-Customer care outsourcing
-Skills based routing
-BPO Near shore deployment
-Home based agents

What I bring to the Team
Insight into end-user perspectives
Over 25 years of contact center operational experience
Sales and business development acumen
Communications, editing and writing skills
Often quoted and interviewed in local and international publications

Career Highlights
Extensive experience in contact center supervision, training, competitive sales and network routing experience (Cisco ICM) with AT&T Business & Consumer Services
Since joining Frost & Sullivan, DeSalles has completed several strategic consulting projects with industry leaders including Teleperformance, Sitel, Siemens, SAP, Alorica, Sutherland, Qualfon, Firstsource, Genesys, and Interactive Intelligence.

DeSalles has also worked on numerous research reports, client videos,written several industry white papers and is a frequent speaker at domestic and international industry events

Education
• B.A. in Economics from University of California at Santa Barbara

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.

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.

Jerry Leisure

Jerry Leisure

Vice President, Customer Service, Stealth Gaming Startup

Bio is forthcoming.

Richard Litvack

Richard Litvack

Senior Vice President & General Manager, Digital Self-Service, Citi

Bio is forthcoming.

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

Michael Pace

Michael Pace

Director, Member Services, Virgin Pulse

Bio is forthcoming.

Samantha Starmer

Samantha Starmer

Vice President of Design, Capital One

Bio is forthcoming.

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.

Deb Zell

Deb Zell

Director of Customer & User Experience, Dell

Bio is forthcoming.

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