Customer Contact Week Austin 2020 | IQPC | 25 August 2020 | Virtual Event

Started in 1999 as Call Center Week, now Customer Contact Week, CCW is the world’s largest customer contact event series. For over 20 years, CCW serves more than 3,000 attendees annually ranging from customer titles of all types to the many professionals responsible for holistic customer experience design and delivery.

Our events are the #1 place for customer experience leaders to learn about the pace of change, find out about the emerging technologies set to disrupt the industry, and build valuable relationships with industry peers.

2020 Speakers

CELEBRITY HEADLINERS:

Rebecca Jarvis
Chief Business, Economics and Technology Correspondent, ABC News

Pam Oliver
Senior Correspondent and FOX NFL Reporter, Fox Sports

SPEAKERS:

Michael Brown
Former Chief Design Officer, Dick's Sporting Goods

Ziv Barzilay
Director of Product Marketing, Salesforce

Jenn Langille
Enterprise Service Cloud Specialist, Salesforce

Jim Whatton
VP, Americas Solution Consulting Organization, Genesys

Robert Beasley
Director, Strategic Solutions, Genesys

Bryan Ennis
Vice President, Product, CarMax

Mark Abramowitz
SVP Product Marketing, Service Cloud, Salesforce

Julian Armington
Senior Director, Service Cloud Product Marketing, Salesforce

Allison Johnson Bryan
Director, Product Marketing, Salesforce

Emily Kofsky
Senior Director, Product Marketing, Salesforce

Milin Mathur
VP of Technology, Pearson

Todd Wickens
Sr Manager, Product Marketing and Enablement, Salesforce

Matt Dixon
Chief Product & Research Officer, Tethr

Devin Mills
Head of Solution Strategy - CX, Qualtrics

Lexie Welch
Sr. Marketing Analyst, Allianz Partners

Heidi Celeghin
Global Head of CX Strategy for Products, Qualtrics

Maggie Butler
Director Customer Experience, Allianz Partners

Abdul Rastagar
Director of Healthcare Solutions, Talkdesk

Elias Farah
CEO, MEDFAR

Cory Haynes
Vice President, Financial Services, Talkdesk

Sheila McGee-Smith
President and Principal Analyst, McGee-Smith Analytics

Gabe Larsen
Head of Growth, Kustomer

Ciaran P. Doyle
Watson Assistant, Product Marketing Lead, IBM

Karen Mehal
VP, Field Service Lightning, Salesforce

Ellen Klebanov
Sr. Manager, eCommerce, Comcast

Adam Borst
Microsoft Dynamics 365 Customer Care Practice Director, PowerObjects

Scotty Werner
Customer Experience Executive, CCW Influencer

Tony Morrison
CEO, CoDev

Dr. Jacob Burdis
Chief Strategy Officer & Co-founder, Emmersion

Patrick Quinlan
Sr. Manager, Self-Service & Analytics, Citrix Technical Support

Vanessa J-Douglas
Employee Experience Director, Alorica

Albertha Turner
Training Vice President, Alorica

Colleen Beers
President, North America and Europe, Alorica

Brian Solis
VP, Global Innovation Evangelist, Salesforce

Austin Wagner
Sr. Sales Engineering Manager, Neustar

Shannon Burch
Co-Founder & Chief Content Creator, Brilliantly Forward

Jerry Campbell
Sr. Customer Experience Manager, 7-Eleven

Simon Copcutt
Head of Strategic Account, Customer Management Practice

Michael DeJager
Principal Analyst & Head of Product Development, Customer Management Practice

James Dodkins
Founder and Customer Experience Rockstar, Rockstar CX

Lance Gruner
EVP, Global Customer Care, Mastercard

Pete Hamlin
Senior Director of Business Intelligence, Avadyne Health

Colin Haupt
SVP, Employee Engagement and Experience, PURE Group of Insurance

Nicole Lawler
Senior Product Marketing Manager, Bold360 by LogMeIn

Jim Iyoob
Chief Customer Officer, Etech Global Services

Jami Kalmbach
Customer Success Director, CallMiner

Erica Kelly
Director Global Sales, Strategy and Support, Verizon

Sandy Ko
Senior Analyst & Conference Director, Customer Management Practice

Kelley Kurtzman
VP, Global Consumer Sales & Service Centers, Verizon

Brian LaRoche
Director, Outreach Marketing, CallMiner

Eric Esguerra
Vice President of Customer Service & Operations, Miele

Mike Bowman
Sr. Contact Center Manager, ECSI

Roger Lee
Vice President, Customer Success, Gridspace

Meredith Molloy
Director, Customer Success, Delegate

Shep Hyken
Chief Amazement Officer, CCW Influencer

Ali Lichtenstein
Director, Customer Experience Design, Dow Jones

Jeanne Bliss
President, Customer Bliss

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

Vit Horky
Sr. Director Digital Experience, NICE inContact

Patrick Ebrahimian
Director of Transformation, UnitedLex Corproation

Greg DeVore
CEO, ScreenSteps

Marc Hutchinson
Director, Service Cloud Innovation, Salesforce

Lauren Maschio
Senior Product Marketing Manager, NICE

Wilfred Busby
SVP, Human Resources, St. Jude's Research Hospital

Gabriele Masili
VP & CTO, Customer Experience & Success, Microsoft

Simon Harrisson
Chief Marketing Officer, Avaya

Mario Matulich
Executive Director, Customer Management Practice

Max Ball
Director, Product Marketing, RingCentral

Richard English
Managing Director, Avaya

Matt Dixon
Chief Product & Research Officer, Tethr

Luke Williams
SVP, Distinguished Principal Analyst - XM Institute, Qualtrics

John Hernandez
SVP and GM, Genesys Engage

Jim Whatton
VP, Solution Consulting Organization, Genesys

Thomas Tritton
Sr. Solutions Architect, Genesys

Nathan Nickens
Senior Analyst & Conference Director, Customer Management Practice

Jeremy Hardin
Sr. Manager WEM Solution Lead, Genesys

Tom Nugent
Director Sales & Service Centers, Verizon Communications, Inc.

Scott Rothman
Director, Effortless Experience, Challenger

Lauren Pragoff
VP, Challenger

Joe Landers
Principal Strategist, ServiceNow

Natalie Romano
Managing Director - Advanced Solutions, Avaya

Andrew Papparides
Head of Support Strategy, ServiceNow Inc

Chris Luxford
Change Agent & Senior Consultant, Aspire Group

Zeus Kerravala
Founder and Principal Analyst, ZK Research

Susan Preziosa
Vice President, Client Service Organization, H&R Block

Sartaj Kaur
Product Marketing Manager, Enterprise, Zendesk

Justin Reilly
Chief Product Officer, Tucows | Ting

Simon Abushaban
Manager, Technical Programs, Shopify

Pasquale DeMaio
General Manager, Amazon Connect, AWS

Brian Mistretta
Director of Product Marketing, NICE inContact

Fabrice Della Mae
Director Product Marketing, RingCentral

Paul Lang
Head of Contact Center Marketing, Avaya

Dave Hoekstra
WFM Evangelist, Calabrio

Esther Smith
Global Head of HR, IQPC

Kay Phelps
Director, Edify

Micah Solomon
Author, Your Customer Is The Star

Pete Lee
Vice President, Global Alliances and Sales, Observe.AI

Cindy Gordon
Chief People Officer, Policygenius Inc.

Al Balasco
Head of Media, Core and Applications Business, Radisys

Joshua Tye, CSSGB, CDTP
Director, Customer Experience, Compass Group

Tom Yang
Global Sales Director – Dynamics 365 Customer Service & Power Virtual Agents, Microsoft

Bradley Utter
Director Provider Call Center Provider Quality and Calls, Humana

Geoffrey Innis
Innovation Lead, Dynamics CE, Microsoft

Yossi Ben Ishay
VP, Product, Centrical

Eduardo von Borstel
Senior Solutions Architect, CallMiner

Scotty Greenburg
Director of Marketing, Tango Card

Paul Greenberg
President, The 56 Group

Ted Hunting
SVP, Marketing, Bright Pattern

Lee Williams
Senior Manager, Tools and Reporting, Alliance Data

Kevin Jolliffe
SVP, Rogers Communications

Larry Swift
Director Solutions Consulting, Intradiem

Brian Morin
Chief Marketing Officer, SmartAction

Jason Coats
Sr Director of Customer Care Strategy, Choice Hotels

Stephanie Lemar
Manager, Customer Engagement Support, Choice Hotels

Michael Baker
VP, Telephony & Engagement Technologies, C3i Solutions, an HCL Technologies Company

Diane Otto
Senior Marketing Manager, Customer Experience & Contact Center, Avaya

Laura Bassett
Senior Director Product Marketing, NICE inContact

Jeff Fawcett
Call Center & Training Manager, Wine Country Gift Baskets

Benjamin Lord
Chief Marketing Officer, Mira

Pete Lee
Vice President, Global Alliances and Sales, Observe.AI

Jaysa Boyer
National Director of Corporate Alliance, United Medical Academy

Brandi Yates
Director Career Services Training, Ultimate Medical Academy

Mike Leach
Head of Order Fulfillment, Warby Parker

Lori Fentem
Head of Call Center Growth and Strategy, Ring.com

Lori Halverson
Associate VP - WW Customer Operations, Agilent Technologies

Shawndra Tobias
AVP Customer Experience, Etech Global Services

Jonathan DeVore
Customer Advocate, ScreenSteps

Natalie Keightley
Solutions Marketing Director, Avaya

Tom Bruhis
Senior Solution Engineer, Salesforce

Jeff Harling
AVP Global Self Service, RingCentral

Darryl Addington
Director, Product Marketing, Five9

Kimberly Keith
Technical Account Manager, Five9

Iain Banks
Regional VP of International Markets, TTEC

Adam Axelrod-Harash
Head of Customer Service Operations, Volkswagen Group UK Ltd

Tom Knuckles
Sr. Solutions Consultant, Gladly

Christian Eberle
Sr. Solutions Consultant, Gladly

Tas Hirani
Director, Sales Enablement, Salesforce

Jeremy Hardin
Sr. Manager WEM Solution Lead, Genesys

Shandice Anderson
Sr. Team Lead, Chick-fil-A Corporate

Betsy Shaefer
Director of Marketing, IBM Watson

Paul Rilstone
Head of Digital, Telstra

Bobby Jaffari
President of North America, Freshworks

Shawn Hall
VP Business Intelligence, Pindrop

Sean Wisdom
Vice President of Client Marketing, Arise

Doron Pryluk
Director of Customer Solutions, Guesty

Yulia Ziv
Head of Product Marketing, Wix Answers

Amy Bouthilet
VP of Care Service Line & WI Care Operations, Alta Resources

Eduardo Olvera
Director of User Experience, Nuance

Darren Foy
Senior Voice & Collaboration Engineer, Aveana Health

Steve Millan
Director DX Solutions Practice, Avaya

Steve Forcum
Cloud Technologist, Avaya

Tracy Fleming
Avaya Advanced Solutions, Avaya

Jim Roth
EVP Customer Support, Salesforce

Peter Milligan
Senior Product Marketing Manager, Five9

Devlin O'Neil
Director, Cerities Consulting

Richard Kenny
Senior Marketing Manager, Poly

Jeremy Hyde
Director of Customer Service, Sun Country Airlines

Michael Maoz
SVP of Innovation Strategy, Salesforce

Jon Arnold
Founder and Principal Analyst, J.Arnold & Associates

Koren Stucki
VP Strategic Consulting & Enablement, Clarabridge

Shilpa Ramaswamy
Senior Product Manager, Salesforce

Chad Lowman
Technology Manager, Fike Corporation

Michael Coster
Supervisor, CRM and Data Analytics, Xenial

Dan Shamouilian
Director Customer Success, Talkdesk

Hiral Shah
Head of Product, Security Product Offering, Asurion

Aura Altamiranda
Customer Experience Business Analyst, Florida Power & Light

Ana Hidalgo
Customer Experience Business Analyst, Florida Power & Light

Daniel Ziv
VP Speech and Text Analytics, Verint

Jay Hack
Co-founder & CEO, MIRA BEAUTY

Zoe Fishman
Manager, Product Marketing, Salesforce

Matt Kull
Chief Information Officer, Cleveland Clinic

Leigh Roach
Manager, Johnston & Murphy

Scott Flewelling
VP, COPC

Justin Travis
Information Security Architect, Regions Bank

Julianne Maila
Sr. Product Marketing Manager, Hiya, Inc.

Emerson Jacobelli
Director of Consumer Contact Center, Penske Truck Leasing

Martha Walchuk
Sr. Director Product Marketing, Salesforce

Jason Patterson
Support Services Unit Manager, Esri

Hanna Sandoval
Business Analyst/Product Owner for Salesforce Service Cloud CRM, Esri

Jason Lord
Senior Director of Risk, Neustar

Jenna Muñoz
Senior Product Manager of Risk Solutions, Neustar

Todd Meeks
Director of Risk Product Management, Neustar

Kristen Summers
AI CTO in Data and AI Expert Labs and Learning, IBM

Lisa Griffin
SVP Enterprise Access, Thomas Jefferson University & Jefferson Health

Carolina Aramayo
SVP Contact Center Transformation, BBVA USA

Seb Reeve
EMEA Director of Product Management and Marketing, Nuance

Darren Diprose
Head of Mobile and Digital Conversations, British Gas

Jim Freeze
Chief Marketing Officer, Interactions

McCall Peltier
Product Marketing Manager, Interactions

Derek Roberti
VP Technoogy, Cognigy

Joshua Tye, CSSGB, CDTP
Director, Customer Experience, Compass Group

Ryan Ashby
GTM Offering Manager, IBM

Giulio Soliani
Watson GTM Offering Manager, IBM

Courtney Shealy
VP of Global Solutions Engineering, Clarabridge

Jessica Osborn
IT Support Services Operations Manager, Randstad

Radha Sankaran
Executive Director - Customer Experience/AI & ML Driven Personalization, Verizon

Matthew Beniddt
Chief Experience Officer, Sandia Area Federal Credit Union

Mike McCaskey
Director, Field Service Product Success, Salesforce

Murph Krajewski
SVP Marketing, Sharpen

Stephen Oommen
Regulated Industries Segment Lead, Business Applications, Microsoft

William Taylor
Sr. Manager, Target

Jim Lynch
Sr. Director Product Marketing, LiveVox

Paul Solomon
VP Client Services, Taskus

Julie Weingardt
VP Client Services, Turo

Kristin Lacher
Senior Director, Communication Services, Accolade

Fabian Russell
VP Call Center Operations, RoundPoint Mortgage

Brian Spraetz
Senior Product Marketing Manager, Five9

Ankur Prasad
Director, Messaging, Facebook

Ben Little
VP, Head of Venture Strategy, Siemens Healthineers

Manuel Christoffel
Chief Customer Officer, Woom Bikes USA

ADVISORY BOARD:

Kelley Kurtzman
VP Global Consumer Sales & Services, Verizon

John Pompei
Former Head of Player Experience Operations WW, Electronic Arts

Mario Matulich
Executive Director, Customer Management Practice

Colleen Beers
President, North America & Europe, Alorica

Jeanne Bliss
President, Customer Bliss

Brent Brosseau
Vice President, Noble Gaming Solutions, Noble Systems

Celika Caldwell
Vice President, Customer Experience Enablement, AARP

Cheryl China
SVP Escalations, Citizens Bank

Michael DeJager
Principal Analyst & Head of Product Development, Customer Management Practice

Gina Ahern
Global Marketing Campaign Director, ServiceNow

Wes Dudley
SVP Customer Care, Ashley Furniture Industries, Inc.

Bruce Eidsvik
SVP, Global Field Marketing and Demand Generation, Genesys

James Freeze
Chief Marketing Officer, Interactions

Lance Gruner
EVP, Global Customer Care, Mastercard

Ronny Haime
VP - Global Head of Service Delivery, Groupon

Judi Hand
Chief Revenue Officer, TTEC

Jennifer Hanson
Senior Director, Retail Service Centers, Target Corporation

Shep Hyken
Chief Amazement Officer, Shepard Presentations, LLC

Jim Iyoob
Chief Customer Officer, Etech Global Services

Mary Beth Jenkins
Chief Operating Officer, UPMC Health Plan

Kathie Johnson
Chief Marketing Officer, Talkdesk

Sharath Keshava Narayana
Chief Revenue Officer, Observe.AI

Mark Killick
Vice President, Community Operations, Instacart

Scott Kolman
VP, Product Marketing, Five9

Brian LaRoche
Director, Outreach Marketing, CallMiner

Gabriele Masili
VP & CTO, Customer Experience & Success, Microsoft

Brad Nichols
Global Customer Service Leader, Dun & Bradstreet

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

Janet Solomon
Vice President, Client Operations, Fiserv

Paul L. Turner
Former Vice President Coaching Operations, WebMD

Carla Zuniga
SVP, Operations & Technology, Allstate Insurance Company

2020 Sponsors

• 8x8
• ACQUEON
• ACQUIRE
• afiniti
• airkit
• All-Calls
• alorica
• alta
• aws
• AMERICAN CUSTOMER CARE (ACC)
• Appian
• Arise
• AVAYA
• BBC TECHNOLOGY SOLUTIONS
• bics
• bold360
• BRIGHT PATTERN
• CALABRIO
• calltools
• CALLER ID REPUTATION
• CallFinder
• CallMiner
• centrical
• C
• Chetu
• CLARABRIDGE
• CLOUDLINX
• COGENT
• cogito
• COGNIGY
• Community
• CONDUENT
• CONTENTGURU
• copc
• CRESTA
• csg
• CSS CORP
• DATAMARK
• DataMotion
• DEEPGRAM
• directly
• drips
• DVSAnalytics
• Eckho
• Edify
• EmailOversight
• EMMERSION
• Enghouse Interactive
• EPOS
• Etech
• Eventus solutions group
• FIVE STAR
• Five9
• fonolo
• freshworks
• FRONTLINE GROUP
• GENESYS
• Gladly
• Gridspace
• helpshift
• hiya
• HoduSoft
• IBM Watson
• infobip
• Infocision
• iNTEGRiTY Solutions
• interactions
• Intradiem
• invesTT
• iterum
• jacada
• JOURNEYTEAM
• Kustomer
• LANGUAGE 1/0
• LANGUAGE LINK
• LanguageLine Solutions
• LIVEVOX
• LOXY SOFT
• Microsoft
• Mitel
• neustar
• nextcaller
• NICE inContact
• NICE nexidia
• NOBLE SYSTEMS
• NUANCE
• OBSERVE• AI
• opentext
• OrecX
• PEGA
• pindrop
• Pipkins
• poly
• POSSIBLEnow
• ProcedureFlow
• qualtrics
• Radisys
• RingCentral
• salesforce service cloud
• SCREENSTEPS
• SecureLogix
• Serenova
• servicenow
• sharpen
• sitel group
• SmartAction
• speechIQ
• streem
• talkdesk
• TANGO CARD
• TASKE TECHNOLOGY
• TaskUs
• tcn
• Teleperformance
• Tethr
• ThinkOwl
• touchpoint one
•TrendzAct
• ttec
• twilio
• ujet
• unimyra
• VERINT
• WiX Answers
• Z