Customer Contact Week Las Vegas 2019 | International Quality & Productivity Center | 24 June 2019 | The Mirage, 3400 S Las Vegas Blvd, Las Vegas, NV 89109, USA

Join us at CCW in Nashville to kick off our 20th anniversary celebration! Take 20% off current conference pass rates.

The World’s Largest Customer Contact Event?
• 2500+Attendees Expected
• 250+ Expert Speakers
• 12+ Hours of Networking
• 200+ Sponsors & Exhibitors

2019 Speakers

HEADLINERS:

Earvin "Magic" Johnson
Chairman & CEO, Magic Johnson Enterprises

Tony Hsieh
CEO, Zappos

Ambassador Nancy Brinker
Founder, Susan G. Komen Foundation

Shep Hyken
Chief Amazement Officer, CCW Influencer

Lance Gruner
EVP, Global Customer Care, Mastercard

Sasha Chatani Lucas
VP, Omni Customer Experience, Verizon

Jeff Allison
SVP, Global Contact Centers, Visa

Scott Helmus
Chief Operating Officer, Magellan Health

Hui Wu-Curtis Hui Wu-Curtis
GM, Customer Operations & Strategy, Arizona Public Service

James Dodkins
Founder and Customer Experience Rockstar, ROCKSTAR CX

SPEAKERS:

Amy Arden
Senior User Experience Designer, Dick's Sporting Goods

Grace Arrazcaeta
Enterprise Transformation Lead, Celebrity Cruises

Amanda Askins
Assistant Director Call Center Operations, Wynn Las Vegas

Monika Aufdermauer
Director, Customer & Marketing Operations, August Home

Bob Azman
Chairman of the Board, CXPA

Scott Ballantyne
Chief Marketing Officer, First Orion

Hilary Bauman
Lean Customer Value Consultant, American Family Insurance

Colleen Beers
President, North America & Europe, Alorica

Steve Bell
Director, Product Marketing, Talkdesk

Jared Benesh
Executive Director of Contact Center Technology / Product Strategy, Quicken Loans

Ahna Benson
Training and Development Manager, BARK

Nicole Bladzik
Director of Innovation, GreenPath

Jeanne Bliss
President, Customer Bliss

Chad Boonsupa
VP, Customer Experience, Vivino

Andrew Bowman
Director of Operations, Windham Professionals

Shonda Bowman-Pero
Director, Global Training & Quality, Match Group

Tom Brennan
Global Director, Customer Service Transformation, ServiceNow

Roger Brewer
Director of Customer Care & Network Service Integration, Sony Electronics

Kim Briden
Director of Knowledge, Paylocity

Martha Brooke
Chief CX Analyst & Founder, Interaction Metrics, CCW Influencer

Scott Brown
Head of GTM, Amazon

Nina Brown
Vice President of Client Solutions, Datamark

Lauren Bucknam
Lead Talent Recruiter, BARK

Jon Bunch
Senior Director, Work From Home, Prime Therapeutics

Shannon Burch
Market Vice President, ATB Financial

Megan Burns
Founder & Principal, Experience Enterprises

Wilfred Busby
SVP, Enterprise Contact Center/Donor Account Processing, St. Jude Children's Research Hospital

Holly Bush
Director, Business Development, Staffing Solutions Organization

Dwayne Calder
Managing Director, Insight and Enablement, ATB Financial

Brian Cantor
Principal Analyst & CCW Digital Director, Customer Management Practice

Reality Canty
Experience Researcher, Airbnb

Tanika Capers
Litigation Attorney, American Family Insurance

Ryan Carrigan
Solutions Architect, CallMiner

Rosetta Carrington Lue
Former Senior Advisor Architect & Design, Office of Information & Technology, U.S. Department of Veteran Affairs

Tracy Carter
Director, Business Development & Marketing, LiveXchange

Cathy Cassels
Senior Director Operations, Windham Professionals

Matt Cecil
Senior Manager, Chat Strategy, Verizon

Linda Chandler
National Service Center Resolutions Manager, GES

Richard Charette
AVP, Digital Experience Design (DXD) - WF Virtual Channels, Wells Fargo

Sundar Chari
Director Customer Experience, Hertz

Dustin Cheek
Vice President, Contact Center Operations, Prime Therapeutics

Cheryl China
SVP Escalations, Citizens Bank

Matthew Clare
Director of Contact Center Solutions, Mitel

Joanne Clemente
Head, Specialty Teams and Emerging Channels, North American Customer Contact Centre, BMO

Matt Cornwell
AVP of Lean Customer Value, American Family Insurance

Krystal Cottrell
Product Manager, Sunstate Equipment

John Cray
VP, Product Management , Enghouse

Michael Cronin
VP, Global Operations & Support, Openlink

Colin Crowley
VP, Customer Experience, Freshly Inc.

Stuart Discount
CEO, PACE

Matt Dixon
Chief Product & Research Officer, Tethr

Valdy Dobrila
Corporate VP, Sales and Service Strategy, New York Life

Tamsin Dollin
Senior Product Marketing Manager, NICE inContact

Richard Dumas
Vice President, Marketing, Inference Solutions

Gerry Dupuis
Contact Center Practice Manager, Softel

Patrick Ebrahimian
Director of Transformation, UnitedLex

Sean Ellis
CX Vendor Operations, North America, Airbnb

Maddie Ellis
BarkShop Happy Senior Leader, BARK

Lexi Emmons
Senior Director, Customer Experience, Bright Horizons

Jeff Epstein
VP, Product Marketing and Communications, Comm100

Ronda Feague
Director, Instructional Design Strategy & Contact Center Learning, Choice Hotels International

Heather Francis
Clinical Director Digital Integration, Banner Health

Rini Fredette
SVP, Contact Center Operations, PSCU

Michael Furman
VP, Customer Support, Age of Learning, Inc.

Paul Gernon
Head of Customer Success, UENI Ltd.

Nina Gines
Director, Member Services, CerpassRx

Hernan Giraldo
VP, Customer Experience Operations, BARK

Sheila Glenn
Manager of National Service Center, GES

Rob Gofourth
VP Operations, Strategy, & Performance, BCBS North Carolina

Boris Grinshpun
General Manager, CRM Product Group, LiveVox, Inc.

Alex Gross
Director of Insights & Customer Advocacy, BARK

Sam Hahn
Technology Evangelist, eGain Corporation

Drew Hall
Director of Customer Experience, Vylla

Marvin Hamilton
VP, People, Conde Nast

Judi Hand
Chief Revenue Officer, TTEC

Catherine Hanson
Director of Patient and Family Councils, University of Miami, Miller School of Medicine

Kayla Hart
Manager, Entertainment Event Sales, T-Mobile Arena

Debra Heim
Telecommunications Call Center Manager, State University College at Oneonta

Lance Hood
Chief Marketing Officer, TRUSTID, Inc.

Neil Hooper
Senior Marketing & Product Manager, Poly

Ted Hunting
SVP, Marketing, Bright Pattern

Kaley Hurst
Marketing Manager, Pole To Win International

Jim Iyoob
Chief Customer Officer, Etech Global Services

Justin Jaundoo
Director of Corporate Development, Interactions

Erica Javellana
Speaker of the House, Zappos Insights

Santana Kafka
Care Center Performance Administrator, American Family Insurance

Erica Kelly
Director Consumer Sales and Service, Atlantic North Region, Verizon

Henry Kim
Senior Director, Digital Audience Engagement, Caesars Enteratinment Corp.

Thomas Kim
Director of Workforce Planning & Optimization, CIBC

David Kiszka
Customer Success Director, CallMiner

James Kowalczyk
Senior Director, Patient Admissions, Fresenius Medical Care

Jim Kukral
Author, Unskippable, CCW Influencer

Kelley Kurtzman
VP Global Consumer Sales & Services, Verizon

Jamie Lancaster
VP, Contact Centers and G&A Expense Optimization, Kroger

Jennifer Landes
Sales Planning Manager, American Family Insurance

Terry Lang
Vice President Retail Customer Contact Center, National Operations Manager, Comerica Bank

Paul Lang
Head of Product Marketing, Avaya

Eric Laracuente
Director of Contact Center Technology, Secura Insurance Group

Brian LaRoche
Director, Outreach Marketing, CallMiner

Roger Lee
Director of Customer Success, Gridspace

Ali Lichtenstein
Director, Customer Experience Design, Dow Jones

Chip Liebenow
Former Director, Customer Care, Home Depot

Stephanie Lisius
Care Center Performance Administrator, American Family Insurance

Russel Lolacher
Web and Social Media Services Expert, CCW Influencer

Dave Lubets
EVP of Sales and Operations, Windham Professionals

Nicholas MacDonald
Customer Service Team Lead, Machias Savings Bank

Casey MacMillan
Trade Manager, Whirlpool

Diane Magers
CEO, CXPA

Heather Manspeaker
Marketing & Development Executive, RDI

Beth Marchetti
Director of Customer Support, Clearent

Marilyn Markham
Director of Digital Services, AMEX Global Business Travel

Kelly Marshall
Senior Director, Business Architecture & Digital Servicing Integrations, Banner Health

Todd Marthaler
Industry Lead, Contact Center, Appian

Trina Martin
Corporate VP, Service Strategy, New York Life Insurance Company

Armen Martirosyan
CEO, BluIP

Lauren Maschio
Product Marketing Manager, NICE Nexidia

Gabriele Masili
Chief Technology Officer, Customer Service and Support, Microsoft

Jaime Mattson
Director, Customer Performance, Panasonic Avionics

Greg McConney
Associate Director of Advanced Analytics, Customer Service Operations, Verizon Consumer Group

Chris McFadin
Speech Analytics Consultant and Team Lead, Northwestern Mutual

Donna McNeil
COO, GreenPath

Alex Mead
Global Customer Service, Experience & Operations Director, Edrington & ATPI

Annie Meehan
Author, AM Speaking, CCW Influencer

Denny Michaud
Manager, Customer Relations, National Contact Centre, Canadian Blood Services

Safia Michel
Director of Patient Expense Innovation and Analytics, University of Miami, Miller School of Medicine

Chris Mitcham
SVP of Servicing, Security National Automotive Acceptance Company

Chris Mitcham
SVP of Servicing, Security National Automotive Acceptance Company

Armando Molina
Technical Infrastructure Engineer, American Fidelity Assurance

Abby Monaco
Senior Product Marketing Manager, NICE Nexidia

Ludy Morales-Dunning
Director, Marketing, Genesys

Mary-Anne Moreau
Manager, Information Nurse Services National Contact Centre, Canadian Blood Services

Christopher Mulligan
Chief Executive Officer, TalentKeepers

Vineeth Nayak
Founder & MD, Tetherfi

Jessie Nelson
Performance and Portfolio Manager, Sales and Service Operations, American Family Insurance

John Ngo
Customer Experience Management, Sun Basket

Wilson Nieves
VP Customer Experience, Pole To Win

Dee Nilles
Director of Consulting, GamEffective

Tom Nusspickel
Chief Operating Officer, American First Finance

Caroline Ong
AI and Analytics Leader, NA Communications Sector, IBM Watson

Natalie Petouhoff
VP, Customer Service Innovation, Salesforce

Kay Phelps
Senior Manager, 8x8

Jason Phillips
Senior Manager Voice & Data Systems, Discover Financial Service Inc.

Dawn Pielstick
IT Director, Mutual of Omaha

Becky Ploeger
VP Sales & Strategy, USAA

Steve Pollema
Executive Vice President, TTEC Digital

John Pompei
Head of Player Experience Operations, Electronic Arts (EA)

Amy Poole
Member Experience Coach, Conexus Credit Union

Nancy Porte
Vice President of Global Customer Experience, Verint

Brad Prescott
Senior Manager, Customer Experience, Asurion

Jonathan Pritchard
Product Writer, Trainer, 365 Cannabis

Carolynn Repie
Sales Manager, GES

Steve Riddell
Head of Customer Experience, Casper

Leigh Roach
Customer Service Manager, Johnston & Murphy

Dan Rood
VP, Product Marketing, Genesys

Kim Rosenlund
Vice President of Marketing and Customer Experience, United Dental Partners

Brandon Rowe
Sr. Manager, Product Marketing, WFO, Opentext

Charles Ryan Minton
Author, Thanks for Coming in Today, CCW Influencer

Greg Salvato
CEO, TouchPoint One

Vince Salvione
Sales Director, American Family Insurance

Thom San Filippo
VP, Customer Service and Experience Design, Dow Jones

Matt Sanger
Customer Experience Operations, BARK

Callan Schebella
Chief Executive Officer, Inference Solutions

Amanda Schmidt
VP of Customer Success, UJET

Nicholas Schott
Customer Experience Supervisor, BARK

Robert Settembro
SVP Operations, Yoga Works, Inc.

Adam Settle
VP of Sharpen University, Sharpen Technologies

Maulin Shah
Director, Concierge Services Contact Center, BlueCross BlueShield of North Carolina

Michele Shuster
Partner, Mac Murray & Shuster LLP

Remus Siclovan
Customer Experience Design, Business Application Analyst, IVR/Voice Recognition, MedImpact Health System

Kendyl Skinner
Manager, Workplace Experience & Communications, BARK

Shaun Smith
VP, Global Operations, IBM Cloud Platform

Stacy Smith
SVP, Contact Center Director, Hancock-Whitney Bank

Nick Snively
Senior Director, Academic Success Operations, 2U

Ben Sobel
Customer Engagement Lead, BARK

Calvin St. Juste
Global Fraud COO, Morgan Stanley

Michael Stephens Michael Stephens
Director Global CPC T1, Panasonic Avionics

Troy Stevenson
VP & Global Head of Community Operations, Uber

Lisa Stoner
Global Head of Support Operations, Uber

Matthew Storm
VP Marketing, Jacada

Louis Summe
CEO and Co-Founder, LiveVox, Inc.

Akhil Talwar
Senior Manager, Product, Bold, Bold360 by LogMeIn

Jim Tincher
Mapper-In-Chief, Heart of the Customer

Theresa Tisdale
VP Contact Center Operations, Equity LifeStyle Properties, Inc.

Toby Tobkin
Technical Solutions, Google Cloud

Kirsty Traill
VP, Customer, Hootsuite

Abinash Tripathy
Founder & Strategy, HelpShift

Patrick Troy
National Practice Lead, CX, AT&T

David Tuomikoski
Executive Director of Digital Products, USAA

Mary Tuten
Chief Operating Officer, Voyant

Joshua Tye
Director, Customer Experience, Compass Group

Ben Varela
Manager, Principal Solution Consultant, Workforce Management, Aspect

Sean Vierling
President, Loxysoft

Divya Wakankar
Head of Communication Innovation & VoLTE Product Management, BICS

Karen Walker
Director, Customer Care, Anthem

Anthony Warden
Member Care, Texas Dow Credit Union

April Weatherly
Director of Telephone Optimization and Analytics, RLH Corporation

Jeremiah Webb
President, Shop on Fire, CCW Infuencer

Bruce Wedderburn
Chief Sales Officer, Integrity Solutions Group, Inc.

Scotty Werner
Author, Caddy Tales

Devon Westerholm
VP, IT Customer Experience, Palo Alto Networks

Luke Williams
Head of CX Straetgy & Thought Leadership, Qualtrics

Erin Wilson
Director of Solution Consulting, East, Five9

Petra Wise
Director of Customer Service, ezCater

Kevin Yeh
Director, Global Marketing and Product Management, American Express

Lo Yost
Training & Process Optimization Analyst, BARK

ADVISORY BOARD:

Colleen Beers
President, North America & Europe, Alorica

Jeanne Bliss
President, Customer Bliss

Celika Caldwell
VP Experience Design, AARP

Cheryl China
SVP Escalations, Citizens Bank

Bruce Eidsvik
SVP Field Marketing, Genesys

Lance Gruner
Executive Vice President, Global Customer Care, MasterCard

Ronny Haimé
VP - Global Head of Service Delivery, Groupon

Judi Hand
Chief Revenue Officer, TTEC (formerly known as TeleTech)

Jennifer Hanson
Senior Director, Target.com Guest Services & GiftCard Operations, Target

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

Mark Killick
VP, Care, GrubHub

Kelley Kurtzman
VP Global Consumer Sales & Services, Verizon

Gabriele Masili
Chief Technology Officer, Customer Service & Support, Microsoft

Mario Matulich
Executive Director, Customer Management Practice

Brad Nichols
Global Customer Service Leader, Dun & Bradstreet

Becky Ploeger
VP, Sales & Service Strategy, USAA

John Pompei
Head of Customer Care Operations, Electronic Arts

Steve Prodger
CRO, SmartAction

Holly Simmons
Global Product Marketing, Customer Service Management, ServiceNow

Paul L. Turner
Vice President Operations, WebMD

Hui Wu-Curtis
GM, Customer Operations & Strategy, Arizona Public Service

Carla Zuniga
SVP, Operations & Technology, Allstate Insurance Company

Pradeep Rathinam
Founder & CEO, AnswerIQ

2019 Sponsors and Partners

PREMIUM SPONSORS:
• Genesys
• Salesforce
• Five9
• Avaya
• ServiceNow
• Ada
• LiveVox
• NICE inContact
• IBM Watson
• EdgeVerve

SPONSORS:
• 8x8
• Acqueon
• Acquire BPOA
• ADDASOUND
• Alorica
• Alta Resources
• Altia Smart City
• AltSource
• Amazon Web Services
• American Customer Care
• AnsweriQ
• Appian
• Aspect
• AT&T Contact Center Solutions
• Authority Software
• BICS
• BlueLeap
• Bold360
• Bright Pattern
• Broadband Dynamics
• BroadPath
• C2Perform
• Calabrio
• Call Journey
• CallMiner
• CallN
• Centris
• Certified Languages International
• Chatbox
• Chetu
• Cirrus Response
• Cisco
• Clarabridge
• Cloud Call Center Search
• Cogito
• Comm100
• Content Guru
• Convergent
• COPC Inc.
• Crios Group
• CSG
• CSS Corp
• DATAMARK
• Dialpad
• Directly
• Diversify
• DVSAnalytics
• Eckoh
• eClerx
• Edify Labs, Inc.
• eGain
• Enghouse Interactive
• ePerformax
• Etech Global Services
• ExecVision
• First Orion
• Five Star Call Centers
• Fonolo
• Freshworks
• GamEffective
• GC Services
• GetFeedback
• GLOBO
• GlowTouch
• Google Cloud
• Govolution
• Gridspace
• Help Lightning
• Helpshift
• Hiya
• i2x
• IMImobile
• Inbenta
• Inference Solutions
• InfoCision Management Corporation
• Inspiro Relia Inc.
• Integrity Solutions
• Interactions
• Invest Northern Ireland
• J.Lodge
• Jabra
• Jacada
• JAMPRO
• JourneyTEAM
• Krisp
• Kryon
• Language I/O
• Language Services Associates
• Lightico
• Limitless
• LiveXchange
• Lumenore
• Medallia
• MiaRec
• Microsoft
• Mitel
• mLevel
• Next Caller
• nGUVU
• NICE Nexidia
• NobelBiz
• Noble Systems
• Nuance
• Observe.ai
• Omilia
• OpenText
• Outsource Consultants
• PayActiv
• Pindrop
• Pipkins
• Plantronics
• Plivo
• Poly
• ProcedureFlow
• ProScheduler
• PTW
• Qualtrics
• Quovim C3
• RDI
• ResponseTap
• Ricochet360
• RingCentral
• SecureLogix
• Semafone
• Sennheiser
• Sharpen
• Simply Contact
• SingleComm
• Sitel
• SmartAction
• Smooch by Zendesk
• SpeechIQ
• Sperse
• Star2Star Communications
• Stellar
• TalentKeepers
• Talkdesk
• TASKE Technology
• TaskUs
• TCN Inc.
• TDS Global Solutions
• Teleopti
• Teleperformance
• Telnyx
• Tetherfi
• Tethr
• The Results Companies
• ThinkOwl
• TouchPoint One
• TransPerfect Connect
• TRUSTID
• TTEC
• Twilio
• UJET
• Unbabel
• UNICOR
• unymira
• VERINT
• Verint Monet
• Voiance
• VoiceBase
• VoiceFoundry
• Voxbone
• Voyant
• World Connection
• Yodel Voice
• Zoho Corporation

MEDIA PARTNERS:
• Chatbots Journal
• CIO Applications
• Connections Magazine
• CRMXchange
• Customer Service Institute of America
• Society of Workforce Planning Professionals
• Telecom Reseller
• The IoT Magazine
• UC Today
• CCW Digital
• Customer Contact Week - Official LinkedIn Group