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 From Our Previous Customer Contact East Event

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. 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.

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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

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Speakers From Our Previous Customer Contact East Event

Dar Andrews

Dar Andrews

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,

Full Bio
Kaan Aydulun

Kaan Aydulun

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.

Full Bio
Becky Ayotte

Becky Ayotte

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.

Full Bio
Harold Baldauf

Harold Baldauf

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.

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David Bancroft

David Bancroft

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.

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
Terry Blankenship

Terry Blankenship

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.

Full Bio
Julian Chu

Julian Chu

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.

Full Bio
Chris Cheng

Chris Cheng

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.

Full Bio
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
Gavin Donovan

Gavin Donovan

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.

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
John Gibney

John Gibney

Senior Customer Service Manager, Jarden Consumer Solutions

Adrian Guenther

Adrian Guenther

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.

Full Bio
Lisa Lavin

Lisa Lavin

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.

Full Bio
Chris Lah

Chris Lah

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.

Full Bio
Fred Lee

Fred Lee

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

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.

Full Bio
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
Stephanie Lyon

Stephanie Lyon

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.

Full Bio
Nabil Malouli

Nabil Malouli

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.

Full Bio
Gabriele Masili

Gabriele Masili

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.

Full Bio
Jeff Nordvold

Jeff Nordvold

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.

Full Bio
James Pendergast

James Pendergast

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.

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Janet Poklemba

Janet Poklemba

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

Bob Simmonds

Bob Simmonds

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.

Full Bio
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
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
Brent Sparks

Brent Sparks

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.

Full Bio
Ann Szymanowski

Ann Szymanowski

Global Director, Customer Service, Dow Chemical

Adam Weatherman

Adam Weatherman

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.

Full Bio
Jane Zdrojewski

Jane Zdrojewski

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.

Full Bio
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