Our Insightful & Visionary Speakers

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

2018 Keynote Speakers

Renee Cacchillo

Renee Cacchillo

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.

Full Bio
Michael O. "Coop" Cooper

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.

Full Bio
Nicola Millard

Nicola Millard

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

Full Bio

Speakers

Dar Andrews

Dar Andrews

Senior Director, Service Delivery and Engineering, PayPal

Becky Ayotte

Becky Ayotte

Head of Solution Consulting, Tender Management and Project Coordination Americas, DHL

Terry Blankenship

Terry Blankenship

Associate Vice President, Contact Center Solutions, The General

Julian Chu

Julian Chu

Director, Global Customer Experience, Google

Chris Cheng

Chris Cheng

Head of Customer Success - Caviar, Square

Crystal Collier

Crystal Collier

Head of Strategy, Programs and Insight, Electronic Arts (EA)

Neil Crane

Neil Crane

Vice President of IT and Product, Cicero

Gregory Derwart

Gregory Derwart

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.

Full Bio
Michael DeSalles

Michael DeSalles

Principal Analyst, Digital Transformation, Frost & Sullivan

Dan Grawe

Dan Grawe

Director, Inforce Customer Experience, Transamerica

Adrian Guenther

Adrian Guenther

Vice President, Individual Annuity Customer Service, ‎Lincoln Financial Group

Chris Lah

Chris Lah

Senior Director, Customer Service and Financial Resources, Cincinnati Children’s Hospital Medical Center

Jerry Leisure

Jerry Leisure

Vice President, Player Retention, Kabam

Edder Ivan Plascencia Lopez

Edder Ivan Plascencia Lopez

Deputy Director of Planning and Control of Operations, IZZI Telecom

Stephen Loynd

Stephen Loynd

Global Program Director, Digital Experience, Frost & Sullivan

David Bancroft

David Bancroft

Client Service Division Manager, Treasury Management Client Services, Wells Fargo

Cecelia MacLellan

Cecelia MacLellan

Director, Contact Center Operations, Staples

Gabriele Masili

Gabriele Masili

General Manager, Windows and Devices Group Support Business Unit, Microsoft

Rob Noon

Rob Noon

Senior Vice President, National Implementation Manager, Wells Fargo

Jim Pendergast

Jim Pendergast

Senior Vice President, AARP Experience, AARP

Janet Poklemba

Janet Poklemba

Customer Support Manager & Site Leader, Bosch Heating and Cooling North America

Bob Simmonds

Bob Simmonds

Senior Vice President, Worldwide Travel Operations, Disney

Alpa Shah

Alpa Shah

Vice President, Digital Transformation, Frost & Sullivan

Functional Expertise

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

Full Bio
Brent Sparks

Brent Sparks

Senior Director, Self Service, Enterprise Services Platforms, PayPal

Ann Szymanowski

Ann Szymanowski

Global Director, Customer Service, Dow Chemical