Our Insightful & Visionary Speakers
2018 Keynote Speakers
Senior Vice President, Customer, Brand and Technology, Safelite Group
Renee Cacchillo is Senior Vice President of Customer, Brand and Technology at Safelite Group, a multifaceted auto glass and claims management service organization based in Columbus, Ohio.
Michael O. "Coop" Cooper
Founder, Innovators + Influencers
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.
Head of Customer Insight & Futures, BT Global Services Innovation Team
Dr. Nicola Millard heads up Customer Insight & Futures in BT’s Global Services Innovation Team. Despite working for a technology company, Nicola isn’t a technologist and combines psychology with futurology to try and anticipate
Senior Director, Service Delivery and Engineering, PayPal
Dar Andrews, Vice President of PayPal Inc. for Service Delivery and Engineering is a 30 year management and technology veteran responsible for PayPal’s Corporate Network supporting 96,000 end-points, Telephony Services supporting 72,000 connections,
Director and Principal, Mindlift Inc
Kaan is passionate about CX transformation through leading technology solutions. As a consultant at Accenture, he established numerous digitalization programs for Fortune 1,000 companies.
Head of Solution Consulting, Tender Management and Project Coordination Americas, DHL
Becky Ayotte is honored to Head the Americas team for Solution Consulting, Tender Management, and Project Coordination within DHL’s Customer Solution and Innovation division. In 2001, after graduating from the University of Tennessee, Knoxville, Becky moved to Peoria, IL to begin her career at Caterpillar.
Chief Operating Officer, CardWorks
Harold Baldauf is a 30 year veteran of the Transaction processing and credit card servicing businesses. Mr. Baldauf joined the company, now known as CardWorks Inc. in 1987.
Client Service Division Manager, Treasury Management Client Services, Wells Fargo
David is the Treasury Management Client Service Program manager responsible for New York state clients. David manages a dedicated client service team that serves as the SME’s provides TM product support. David and his team provide client services to the internal partners and clients from implementations to production delivery. The team provides TM client support for all aspects of the relationship. David joined Wells Fargo in 2014 and has over 20 years of client service management, operational and lockbox processing experience.
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.
Associate Vice President, Contact Center Solutions, The General
An alumnus of Accenture and GE, Terry has been involved in contact center leadership for almost 10 years. Using a Lean Six Sigma approach, Terry focuses on tangible improvement in 2 areas – increasing customer satisfaction while decreasing cost per contact.
Director, Technical Services, 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.
Head of Customer Success - Caviar, Square
What inspires you?
I’m inspired by difficult challenges. I am always rooting for people who take on the hard things because most people in life take the easy path. It is thrilling to see others overcome adversity and barriers through tenacity, grit and determination.
Seeing others succeed inspires me to also continue going after the hard things. Our best work is often a result of challenging ourselves and others to solve really hard problems.
Managing Director, Administration and Customer Experience, Maryland Department of Commerce
Greg Derwart is a senior operations executive with over 25 years of professional experience in the private sector, government and nonprofit arenas. He serves as Managing Director for the Maryland Department of Commerce. In addition to heading up the Department’s Administration and Technology team, he is also taking a leadership role in corporate culture and customer experience, including Governor Hogan’s statewide customer service initiative.
Head of Digital Media, McAfee
Gavin Donovan leads Digital Media for McAfee. He has spoken across the country on topics such as digital media, social media strategy, social selling, and digital customer experience. Prior to joining McAfee, Gavin led digital and social media strategy at Mission Foods, Trend Micro, Regus, and Fonality.
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
Vice President, Individual Annuity Customer Service, Lincoln Financial Group
Adrian Guenther joined Lincoln Financial Group in 2005 in the Defined Contribution Contact Center. During his time at Lincoln, he has managed in both New Business and the Contact Center.
Director of Customer Experience, Orvis
Lisa has worked with Orvis since October, 2011 as the Director of Customer Experience and has been running call center operations for nearly 20 years. Lisa managed Spiegel Brands call centers in 4 locations with up to 1000 employees – where she oversaw sales and customer service for Spiegel, Newport News & Eddie Bauer. She moved to the US, with her husband, Enrique, from Cape Breton Island, Nova Scotia, Canada, where she has 4 children and 1 granddaughter.
Senior Director, Customer Service and Financial Resources, Cincinnati Children’s Hospital Medical Center
Chris Lah is currently the Senior Director of Revenue Cycle Customer Service at Cincinnati Children’s Hospital Medical Center (CCHMC). He has over twenty (20) years’ experience in health care operations, revenue cycle strategy, and customer engagement. Over this period time, he has been with other remarkable companies such as the Mayfield Clinic, Anthem (Wellpoint), and TEDxOnBoard.
Chief Technology Officer, Gamut, a Grainger company
Fred Lee is CTO at Gamut, a Grainger company. Previously, Fred was the CTO at Belly, and CIO/CTO of Enova International. Prior to Enova, Fred served as the Director of Web Strategy at Vail Systems. From 2006 to May 2007, Fred served as the Digital Development Manager for The Indianapolis Star. Fred received a Bachelor of Science degree in Industrial Engineering from Purdue University and a Juris Doctor from Loyola University Chicago School of Law.
Edder Ivan Plascencia Lopez
Deputy Director of Planning and Control of Operations, IZZI Telecom
I have developed a genuine client-centered profile throughout my 16 years of experience in roles from performing to planning and controlling customer service operations within different industries.
Global Program Director, Digital Experience, Frost & Sullivan
• 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
Principal Data Engineer, BlueCross BlueShield of North Carolina
Stephanie is a Principal Data Engineer for Blue Cross Blue Shield of North Carolina, specializing
in the design, development and implementation of Business Intelligence solutions.
Vice President, Customer Solutions & Innovation, DHL
Nabil Malouli is the Vice President for DHL’s Customer Solutions & Innovation. Based out of Florida, Nabil leads the development of innovative logistics projects to support fortune 500 companies doing business globally.
General Manager, Windows and Devices Group Support Business Unit, Microsoft
Gabriele Masili is a General Manager in Microsoft’s Customer Service & Support division, leading the Windows & Devices Support Business Unit with close to 10,000 support agents and engineers. He has end-to-end accountability for both the customer support experience and worldwide technical support delivery across Microsoft Windows, Xbox and Surface products and services.
Director of Operations, C.H. Robinson
Jeff Nordvold is Director of Operations for the Robinson Fresh Division of C.H. Robinson, located in Eden Prairie, MN. Founded in 1905, C.H. Robinson Worldwide is one of the world’s largest third party logistic providers—delivering innovative supply chain solutions to more than 113,000 customers across the world.
Senior Vice President, AARP Experience, AARP
Jim Pendergast is AARP’s Senior Vice President of AARP Experience, where he’s responsible for the implementation and oversight of the member experience ecosystem which will amplify the voice of our membership and consumers across the organization to drive relevance, value, and the growth of our membership. Jim has been focused on customer experience and success for enterprise software companies for the past 15 years.
Vice President, Worldwide Travel Operations, Disney
Bob is currently the Vice President, Travel Operations Walt Disney World® for Disney Destinations, LLC. His responsibilities include operation of the Disney Reservation Center (DRC) in Orlando and Tampa. These teams interact with Guests and Travel Agents who are planning vacations to the Walt Disney World Resort and they also support English-language reservations for Disneyland Paris. The two contact centers support Consumer Direct, Travel Trade, Wholesale, Live Chat, Group Reservations and Help Desk for Disneyworld.com, Guest Information, Ticket Sales, Disney Planning Centers, Sports Travel, WDTC-United Kingdom, and Product Development for the Walt Disney Travel Company, Inc.
Vice President, Digital Transformation, Frost & Sullivan
28 years of Business & Management experience. Expertise in:
– Management – Website Design/Management
– Marketing & Communications – Incentive and HR accounting
– Process Improvement – Employee Growth & Development
– Business Planning – Corporate Strategy Development
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.
Senior Director, Self Service, Enterprise Services Platforms, PayPal
Brent is currently a Sr. Director with Enterprise Services at PayPal, Inc. Through a combination of technological innovation and strategic partnerships, PayPal creates better ways to manage and move money, and offers choice and flexibility when sending payments, paying or getting paid in more than 200 markets around the globe.
Informatics Analyst, BlueCross BlueShield of North Carolina
My professional career began in sales after coming out of college. I quickly learned that I was horrific at selling cars or strolling door to door selling lawn maintenance packages. After the quick reality check I moved into the business area that I’ve become extremely passionate about, operations.
customer experience program within integrated supply chain, DowDuPont
Jane Zdrojewski leads Dow’s customer experience program within integrated supply chain, which includes groups across the globe responsible for customer service, supply & demand planning, scheduling and logistics.