Customer Contact Week 2021 | IQPC | 13 December 2021 | Caesars Forum, 3911 Koval Ln, Las Vegas, NV 89109, USA

EVENT HIGHLIGHTS:

Industry-Specific Think Tanks
Think Tanks are scenario-based, interactive peer-to-peer discussions. Led by expert executives, each discussion will be industry-specific: Banking & Finance, Retail, Travel & Hospitality, Public Sector & Government, B2C and B2B.

Immersive Expo Hall
The CCW Expo Hall is the #1 place in the industry to explore solutions, meet vendor partners, and find services to meet your evolving operational needs. We're bringing back the demo drive, prize giveaways, happy hours, and all the fun you can find in between.

CCWomen Summit
The inaugural CCWomen Summit features mentorship opportunities, an ally panel, & community-building activities. Join female luminaries from across industries and generations on the most critical issues facing women in customer contact.

Customer Contact Leadership Institute
An intensive educational experience for high potential managers who aspire to be directors, VPs, and chiefs. CCW has developed a curriculum that combines a rigorous academic grounding with real-world application.

2021 Speakers

Darren Alick
Senior Director of Customer Experience, YMCA of the North

Liz Armbruester
SVP, Customer Success and Compliance Operations, Avalara

Mona Barber
Principal Product Manager, Albertsons Companies

Natalie Beckerman
Former EVP, Chief Operating Officer, Fidelity National Home Warranty

Colleen Beers
President of North America and Europe, Alorica

Philip Bennett
Customer Service Operations Manager, Empire-Today, LLC

Shai Berger
Co-Founder and CEO, Fonolo

Marc Bernstein
Founder & CEO, Balto

Lisa Bethke
Director of Customer Care Center, Exact Sciences Laboratories

Ashish Bisaria
EVP & Global Head of CX, Firstsource

Shonda Bowman-Pero
Senior Manager, Learning & Development, Compass

Jaysa Boyer-Tushaus
Senior Director, Corporate Alliance, Ultimate Medical Academy

Seward Broussard
Director, Customer Service Operations, Premium Parking

Geoffrey Burbridge
Vice President, Contact Centers, USAA

Todd Cadiuex
Sr. Director, Solution Consultants, Five9

Brian Cantor
Head of Digital, Customer Management Practice

Sammuel Carrington
Head of People, Killstar

Fang Cheng
CEO, Linc Global

Manuel Christoffel
CXO, Rhinory

Michelle Cirocco
Executive Director, Televerde Foundation

Micah Citti
Customer Service Operations Manager, ESPN

Grad Conn
Chief Experience Officer, Sprinklr

Justin Davis
Director, Contact Center Operations, State of Indiana

Doug Debolt
SVP, Client Development, LiveOps

Lisa DeFalco
CEO & Founder, TPG

Brian Dennis
Author, If the Customer’s the Copilot, You’re in the Wrong Seat

Matt Dixon
Chief Product & Research Officer, Tethr

James Dodkins
Founder & Customer Experience Rockstar, ROCKSTAR CX

Patrick Doyle
VP, Head of North American Sales, EasySend

Scott Dresser
VP of Solution Sales, Bucher + Suter

Shiv Dutt
VP, Customer Experience & Innovation, Pampered Chef

Seth Earley
Award Winning Author, The AI-Powered Enterprise

Stephen Ehikian
Co-Founder & CEO, Airkit

Paul Elliott
Director, Enterprise Applications Development, Republic Services

Max Feil
Global Head of Customer Service & Contact Center, Genpact

Jim Freeze
Chief Marketing Officer, Interactions

Holly Kerns Gagnard
VP, Client Success, Zenarate

David Gardner
VP, Research & Insights, Talkdesk

Annemarie Gaxiola
CX Delivery Manager, Freshly

Jey Govindan
Director, Service Enablement and Operations, Zscaler

Cheryl Gunn
SVP, Operations, LiveOps

Tim Harpe
Director, Global Customer Operations, DSW

Whitnee Hawthorne
Founder, The Savvy Working Mom

John Henson
VP of Customer Service, Conn’s HomePlus

Will Holloway
Group Leader, Self Service and Omni-Channel Strategy, Western Union

Brody Horton
VP of Customer Experience, Emmersion

Mike Hull
Customer Success Director, Key Accounts, CallMiner

Ted Hunting
SVP, Marketing, Bright Pattern

Brian Hurley
CEO, Vaspian

Ramon Icasiano
Chief Customer Officer, Pathlight

Jim Iyoob
Chief Customer Officer, Etech Global Services

Daymond John
Founder/CEO of FUBU, Presidential Ambassador for Global Entrepreneurship, Star of ABC's Shark Tank and CEO of The Shark Group

Joe Jorczak
Head of Industry, Service & Support, Yext

Maureen Kamaishah
Director, Customer Experience, HelloFresh

Monti Becker Kelly
SVP, Customer Engagement and Strategy, [24]7.ai

Zeus Kerravala
Founder & Principal Analyst, Kerravala Consulting

Sandy Ko
Founder, CCWomen; Senior Analyst & Conference Director, Customer Management Practice

Mike Kulik
Chief Product Officer, Bucher + Suter

Kelley Kurtzman
VP Global Consumer Sales & Services, Verizon

Joe Landers
Principal Strategist, ServiceNow

Terry Lang
Director, Customer Experience, Edcor

Nichole Lewis
Leader, IVR and Interaction Voice Assistant Services, Western Union

Kim Luu-Tu, CFP®, CRPC
CEO & Private Wealth Advisor - Stocks & Pension Maximization Specialist, Ameriprise Financial Services, LLC

Brooke Lynch
Analyst & Staff Writer, Customer Management Practice

Jim Lynch
Senior Director of Product Marketing, LiveVox

Nicholas MacDonald
AVP, Customer Service Manager & Financial Health Coach, Machias Savings Bank

Ken Madrigal
Digital and Social Experience Strategy Lead, Verizon

BenJoe Markland
COO, Focus Services

Fabrice Martin
Chief Product Officer, Clarabridge

John McCahan
VP of Customer Care, FTD

Puneet Meehta
CEO, Netomi

Ryan Minton
Author, Ryan Minton

Jose Montalvo
Senior Data Analyst, GoHealth

Brian Morin
Chief Marketing Officer, SmartAction

Genefa Murphy
Chief Marketing Officer, Five9

Brad Nichols
Global Customer Service Leader, Dun & Bradstreet

Mike O'Donnell
Head of Global Customer Care & Service Management,, Motorola Solutions

Michael Pace
Senior Director, Global Member Services, Virgin Pulse

Michelle Paiz
VP, Citizen Engagement, Maximus

Joanna Palmer
CX Client Principal, Contact Center, RingCentral

Mari Payne
Director, Customer Success, Dialpad

Ferdinand Piano
VP of Customer & Client Experience, Medify Air

Becky Ploeger
Global Head of Hilton Reservations and Customer Care, Hilton

Lemmonstine Poindexter
Former Customer Relations Manager, Nashville Electric Service

Matt Powell
Chief Technology Officer, FTD

David Powers
Manager, Contact Center & Director, Social Media, Rooter Hero Plumbing

Dave Rennyson
CEO, SuccessKPI

Lizzie Resnick
Customer Care Director, SmartPak

Christie Ross
Customer Care Manager, Pumpkin Petcare

China Scroggins
Director of Customer Experience, Forever 21

Ben Segal
Senior Director of CX, Pair Eyewear

Vijai Shankar
VP, Product & Growth Marketing, Uniphore

Paulo Silva
Senior Vice President, Client Solutions, Alorica

Elizabeth Sima-Eichler
DVP, Member Services Organization, Transformco

Cheryl Smith
Principal, Smith & Associates

Joshua Smith
Head of Business Development, Simplr

Jen Snell
VP, GTM - Conversational AI, Verint

Jon Sprang
Enterprise Technology Architect, Daktronics

Yoli Stancil
VP, Network & Field Ops, Verizon

Emily Stubbs
Customer Service Manager, Pair Eyewear

Raj Kumar Subramanian
Practice Lead - Customer Experience Analytics and Digital, Genpact

Muddu Sudhakar
Co-Founder and CEO, Aisera

Dustin Tavella
Winner of Season 16 of America's Got Talent, Magician

Shari Tishman
Head of Marketing, VoiceOps

Shawndra Tobias
VP, Customer Experience, Etech Global Services

Stephanie Todd
Chief Strategy Officer, ERC

Carrie Toillion
Director of Customer Care, CLMBR

Kacey Felila Tolua
Director, Channels and Self-Service, Marriott

Kevin Torti
Sr. Manager, Speech Analytics, GoHealth

Vince Trotter
VP of Client Success, National Debt Relief

Brian Tuite
CEO & Co-Founder, Zenarate

Brad Utter
AVP, Humana

Karina Vicuna
Senior Manager, Westlake Financial

Dennis Wakabayashi
Chief Collaboration Officer, Team WakabayasHI

Chris Wardle
Head of Customer Support, Anycart

Christian Wathne
Head of Pre-Sales Engineering, Observe.ai

Anthony Weinberg
AVP, Contact Center, Bright Health

Hui Wu-Curtis
Chief Operating Officer and Co-Founder, SupportU

Matt Wujciak
Market Research Analyst, Customer Management Practice

Jason Wyant
RVP of Sales - Customer Experience, RingCentral

Brandi Yates
Senior Director, Workforce Solutions, Ultimate Medical Academy

2021 Sponsors

• 247.ai
• Arise Virtual Solutions
• Amazon Web Services
• LiveVox
• RingCentral
• Talkdesk
• A.W. Companies Inc.
• Acqueon
• Acquire BPO
• Ada
• ADDASOUND
• afiniti
• Airkit
• Aisera
• Alorica
• Aloware
• Alta Resources
• American Business Solutions, Inc.
• American Customer Care
• ArenaCX
• ASAPP
• Aspen Technologies Group
• Astute
• Atento
• Authority Software
• Avaya
• Balto Software
• BICS
• Blue Prism
• Bright Pattern
• Bright Software, Inc.
• Bucher + Suter
• Calabrio
• Caller ID Reputation
• CallMiner
• Chetu
• Clarabridge
• Cloudlinx
• Cogito
• Cognigy
• Concentrix
• Connect
• Content Guru
• COPC Inc.
• Cresta
• CSG
• CSS Corp
• Data Fusion Specialists
• DATAMARK
• Dialpad
• Directly
• Drips
• DVSAnalytics
• EasySend
• Eckoh
• Edify Labs, Inc.
• eGain
• EmailOversight
• Emmersion
• Enghouse Interactive
• EPOS
• Etech Global Services
• First Orion
• Firstsource
• Five Star Call Centers
• Five9
• Fonolo
• Frontline Group
• Genesys
• Glia
• Gridspace
• Grupo NGN
• Harver
• Hiya
• HoduSoft
• Horatio
• IBEX
• Infobip
• InfoCision Management Corporation
• Inoria
• Insurance Support Services International
• Integrity Solutions
• Integrity Solutions
• IntelePeer
• Interactions
• IntraNext Systems
• JourneyTEAM
• JustCall
• Kore.ai
• Khoros
• Krisp
• Language I/O
• Language Link
• LanguageLine Solutions
• Language Services Associates (LSA)
• Level AI
• Lightico
• Linc
• Liveops
• Malone Workforce Solutions
• Mavenir
• Netomi
• Nexcom
• Nextiva
• Observe.AI
• OfficePartners360
• One Contact Center
• OpenText
• OrecX
• Pathlight
• PCI Pal
• Pindrop
• Pinoy Data Capture, Inc. (PDC)
• Pipefy
• Pipkins
• PolyAI
• PossibleNOW
• PPT Solutions
• ProColombia
• PSG Global Solutions
• Replicant
• Revation
• RingOver
• SecureLogix
• ServiceNow
• Simplr
• Simply Contact
• Skit
• SmartAction
• Sprinklr
• Streem
• Success KPI
• Tango Card
• TASKE Technology
• TaskUs
• TCN Inc.
• Teleperformance
• Tetherfi
• Tethr
• Textline
• ThinkOwl
• TPG
• TransPerfect Connect
• TrendzAct
• Twilio
• UJET
• UNICOR
• Uniphore
• unitQ
• USU
• VERINT
• Vocodia
• VoiceBase
• VoiceOps
• Wix
• WNS Global Services
• Workforce Management Software
• World Connection
• Xsell
• Yellow.ai
• Yext
• Zenarate
• Zizo