Facilitators From Our Previous Customer Contact East Event

Mike Asebrook

Mike Asebrook

Director, Product Marketing, Pega

Mike Asebrook is a Product Marketing Director for Pega’s Customer Service solution, enabling the vision and go-to-market strategy.

Full Bio
Before joining Pega, Mike was Director of Product Marketing at Genesys for their SMB Cloud Contact Center solution, and worked at a variety of senior-level Product Marketing and Technical Product Management roles over the past 15 years at Cisco (Videoscape), Volicon (now Verizon Digital Media Services) and Avid Technology. Mike’s primary interests include driving key market trends (IoT, AI, Video Collaboration, UX) into useful solutions for a wide range of use cases in the Customer Service industry. Mike holds a B.A. and M.B.A from the University of Massachusetts and lives in Acton, MA.
Stacey Barker

Stacey Barker

Director of Digital, H&R Block

Stacey Barker is the Director of H&R Block’s Digital Tax Client Service Organization. She leads client support initiatives for the company’s growing do-it yourself digital tax business, supporting more than 7 million clients. Additionally, she oversees the Social Media team focused on support for Facebook and Twitter.

Full Bio
Stacey joined H&R Block in 1999.  Prior to leading the DIY client support organization, she was Program Director of Vendor Management where she led global outsourcing efforts. Stacey holds a Bachelor of Science degree from the University of Central Missouri and completed UMKC’s Bloch School of Business Leadership Development Program.
Ashish Bisaria

Ashish Bisaria

Senior Vice President, Alorica

Neil Crane

Neil Crane

Vice President of 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.
Jon Fischer

Jon Fischer

Strategic Director, WFO, Aspect

Jonathan Fischer

Jonathan Fischer

Senior Field Marketing Manager

Jon Fischer is a 20-year veteran in Sales, Sales Management and Operations. He graduated from Marquette University Business School with a degree in Finance. Prior to joining Aspect Software in 2017 his career spanned the spectrum in the Financial

Full Bio
Services Industry as Senior Investment Consultant, Managing Director of Sales and lastly Assistant Vice President of an award-winning Customer Contact Center. Based on his experience he brings to his clients a wealth of knowledge around client engagement strategies and call center operations and management. He has the unique perspective of an Aspect Software client, business line executive and sales professional. He prides himself on building long lasting relationships and working in a collaborative team environment
Emily Gray

Emily Gray

Director, Account Management, Interactions

Nicole Granucci

Nicole Granucci

Director, Product Marketing, Service Cloud, Salesforce

Nicole Granucci is the Trailblazer Community lead for Service Cloud product marketing, where she focuses on customer community engagement and driving end user adoption of the Salesforce for Service platform.

Full Bio
Nicole has over 20 years of marketing experience, specializing in CRM, community, loyalty, and advocacy marketing for b2b and b2c organizations. Prior to joining Salesforce, she was the Head of Global Customer Marketing at Genesys where she ran customer engagement and advocacy programs for 10,000+ customers in over 100 countries. 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.
Chad Hendren

Chad Hendren

Vice President and General Manager, Customer Experience Solutions, VHT

Ted Hunting

Ted Hunting

Vice President, North American Marketing, Genesys

• Genesys: Led North America and Asia Pacific Field Marketing and Global Demand Gen at #1 marketshare cloud and on-premise contact center software company
• Genesys: Over last 5 years drove 70%+ of company’s global Marketing Leads and Opportunities provided to Sales.
• Genesys: Chosen to lead marketing launch of our new high-end cloud and mid-market solutions and lead/create Genesys’ first global demand gen campaigns.

Full Bio
• Genesys: Created new suite messaging and created platform positioning for Genesys 7 marketing launch.
• Genesys: Created new company messaging at the corporate level, horizontal solution level, vertical level, and product level.
• Narus (startup acquired by Boeing): Led marketing reporting to chairman, repackaged productline and let company entrance into surveillance market with “MobileSight increasing press hits by 300%.
• XACCT (startup acquired by AMDOCS): Led Corporate Marketing and Demand Gen while company achieved 700% revenue growth. Increased press 400% including CNN interviews, WSJ, Business Week and FT coverage.
• Informix Software (acquired by IBM): Led Datawarehouse Marketing and led repackaging of Informix Universal Server
• Developed marketing plans for Silicon Valley start-ups including Cloud Mid-Market start-up acquired by leading global telco and a pre-IPO social media firm.

Creative, high-energy, marketing professional with 20+ years experience in all areas of marketing for large and start-up hi-tech companies: marketing strategy, messaging, positioning, demand generation, PR/AR, marketing communications, product marketing, and channel marketing. Strengths: creativity and energy that drives sales-aligned marketing, excellent team-building skills, marketing strategy to achieve leadership perception for start-ups.

Lauren Kindzierski

Lauren Kindzierski

Vice President of Solutions & Capabilities, 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

Rob McDougall

Rob McDougall

Chief Executive Officer, Upstream Works Software

Rob is an accomplished contact centre leader and catalyst for change with a track record raising industry awareness of first call resolution for enhanced agent and customer experience.

Full Bio

Rob leads the strategic vision and operations of the company with a continued focus on omnichannel innovation and a passion for exceeding partner and customer expectations.

Lynn Olson

Lynn Olson

Vice President, Customer Experience, PTP

Lynn Olson is passionate about delivering great customer experiences. As Vice President of Sales and Marketing at PTP, she has built a team and a culture that puts the customer at the heart of every endeavor. Lynn has consulted with many fortune 500 clients, developing innovative ways to create and sustain a better experience for their customers with measurable results.

Full Bio
Her strategic client and partner relationships have helped companies map their customer journey, reinventing the way they engage their customers. Prior to PTP, Lynn has worked at companies such as Nuance and Microsoft, where she supported the customer experience from a sales, marketing and technical perspective. She holds an MBA from the University of Minnesota, Carlson School of Management. Lynn currently lives in San Francisco and loves to travel, cycle and spend time with her family!
Rachel Pace-Maron

Rachel Pace-Maron

Senior Solutions Consultant, Bold360

Greg Presayzen

Greg Presayzen

Senior Solutions Consultant, Bold360

Greg Presayzen is a passionate, and results-driven Senior Solution Consultant with 15+ years of highly successful experience in the software industry. Having worked with many Fortune 100 companies across the globe, what he does best is help customers realize their vision and help them achieve business value from Cloud (private/hybrid), Mobile, SaaS, Analytics, ECM, Cognitive/AI (Watson API’s &Nanorep), IoT, Collaboration and Customer Engagement Solutions.

Full Bio

Greg was also a frequent speaker at IBM Conferences having presented on Customer & Employee Experience, Design Thinking, Enterprise Content Management, and Collaboration topics at IBM InterConnect, IBM Connect and IBM Digital Experience Conference in US and Europe.

His strengths focus on leadership, achieving technical wins within sales opportunities, and delivering winning business outcomes. Greg excels at identifying opportunities within complex enterprise accounts, developing solutions and leading an account team to take advantage of these opportunities.

Specialties: AI/NLP/NLU/NLG/Machine learning, employee and customer digital experience, sales leadership, sales, negotiations, employee engagement, new business opportunities, solution selling, communications, collaboration strategy, account management, reputation management, web content management, problem solving, competitive analysis, design thinking, TCO & ROI modeling.

Morgan Stewart

Morgan Stewart

Vice President, Marketing, 24-7 Intouch

Charlie Schrier

Charlie Schrier

Director of Content and Product 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.

Amit Shankardass

Amit Shankardass

Executive Vice President, Worldwide Market Engagement, Teleperformance

With a focus on thinking like a customer, Amit brings a tenured history in the Business Process Outsourcing (BPO) arena having served in multiple roles in strategic planning, marketing, sales, product development and operations with leading global service providers.

Full Bio
In the role of Executive Vice President of Marketing for Teleperformance, he is responsible for leading all aspects of marketing programs and communications, product innovation, business intelligence, brand management, public relations and other associated go-to-market activities for the company’s EWAP region. Most recently, he served as the Chief Marketing Officer at leading BPO organizations.

Amit has led several innovative service/product development efforts in the BPO arena and is a frequent contributor to various prestigious international trade and business publications such as the Wall Street Journal, NY Times, and BusinessWeek. He is also a frequent keynote speaker at thought leadership seminars and conferences globally. Amit has a very global perspective having lived in, and being educated in, 3 continents. He earned a Bachelor’s degree in Chemistry from the University of Delhi, India, and a Masters of Business Administration from Northeast Louisiana University, LA.

Kumaran Shanmuhan

Kumaran Shanmuhan

Vice President of Solutions, Jacada

Kumaran heads up solution marketing and solution consulting at Jacada to influence product innovation and go-to-market strategy for Jacada’s pioneering solutions.

Full Bio

Previously, he held senior leadership positions in pre-sales, sales operations, professional services and product management at Jacada. Besides taking on customer experience challenges, Kumaran enjoys advising non-profits on using technology to drive cause marketing and helping technology start-ups develop compelling go-to-market strategies. Before joining Jacada, Kumaran worked as a Consultant at TATA Consultancy Services where he led application development and support operations for mission critical banking systems at one of the largest banks in the US. Kumaran holds a Bachelors in Engineering from Birla Institute of Technology & Science, India, and an MBA from the Northwestern University Kellogg School of Management.

Greg Sherry

Greg Sherry

Vice President, Marketing, Verint Systems

Greg serves as vice president marketing at Verint Systems, a global leader in workforce engagement, automation, AI, fraud/risk and intelligent solutions.

Full Bio

Greg has a broad background and measurable accomplishments in marketing, business development, business optimization and customer success. Greg has led teams in the past at Autonomy, Aspect, and Verizon. He is the author of numerous blog posts and articles on automation, AI and customer experience and has presented at industry conferences in North America, Asia and Europe. Greg lives in Alpharetta, Georgia, and is a graduate of Emory University.

Kathy Sobus

Kathy Sobus

Director, Customer Experience Consulting, Converge One

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.

Sharron Stillwell

Sharron Stillwell

Executive Director, At Home Operations, TTEC

Sharron Stillwell is the Executive Director for TTEC’s At-Home Operations Support Team. She is responsible for the overarching strategy and governance for the at-home team, focusing heavily on operational excellence, communication and consistent practices and procedures. She is heavily engaged in ramping new business.

Full Bio
Stillwell has been with TTEC since 1998 and has worked in a variety of roles in both Operations and Training. She truly believes in the motto, “Each one, teach one”, so she has been a big believer in trying new things when managing at-home employees over the years and relishes the opportunity to coach and develop new leaders. She has been working in the at-home sector of the company for more than a decade and is delighted with the growth of at-home as a delivery model. She lives in Tampa Florida with her husband of 20 years and she has a Junior in college who attends Florida Gulf Coast University (DUNK CITY). On the weekend she loves to cruise the intercoastal throughout different locations in Florida. She attended Fisk university in Nashville Tennessee.
Neal Topf

Neal Topf

President, Callzilla

Neal Topf co-founded Callzilla, a nearshore inbound contact center that leads its industry in First Call Resolution and agent retention. Since 2005, the company has been compared to just about every contact center in the world, on every conceivable metric, and been chosen by the world’s leading brands.

Full Bio

Prior to starting Callzilla, Neal held positions in multinational corporations such as MCI where he oversaw their international wholesale telecommunications business and spent three years leading their Latin American marketing efforts in Mexico, South and Central America. During a stint at Wunderman in New York he coordinated the agency’s international direct marketing business activities. Before that, Neal consulted for multinational corporations, including the Colombian National Federation of Coffee Growers. Neal is a lifelong Washington Redskins football fan and the loudest Daddy of his 5 year old son, Jacob.

Doug Hoffschwelle

Doug Hoffschwelle

Global BPO, Customer Experience Leader, ibex

Jim Whatton

Jim Whatton

Vice President, Solution Consulting, Genesys

Jim Whatton is VP of Solutions Consultants is focused on improving Customer eXperience in contact center using the Genesys Contact Center platform. Jim has over 15 years of sales engineering experience in the contact center space.

Full Bio
Prior to joining Genesys in 2007, Jim was at Intervoice, Inc (now Convergys). Whatton served as a Senior Solutions Engineer for 7 years in the Enterprise Sales Group at Intervoice.
Whatton earned a B.S. in Finance Management and a minor in Economics. from the Western Kentucky University.

Whatton resides in Franklin, TN with his wife and two children.

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