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First 2020 Speakers Announced – Customer Service All-stars

Over 20 more speakers to be announced!

Know a customer service leader with extensive knowledge and a great story to tell? Then please email your nomination to aaron@incite-group.com

Aldine Shamir

Aldine Shamir

GVP, Customer Engagement & CRM, Wyndham Hotels & Resorts, Inc.

Ian Schmehl

Ian Schmehl

Vice President of Sales, Service and Digital Operations, AT&T Inc

Karen Mitchell

Karen Mitchell

Senior Director of Service Enablement, Marriott International

Andy Lisk

Andy Lisk

Sr Director, Global Customer Experience, eBay

Balakarthik Venkataramanan

Balakarthik Venkataramanan

Director - Global Partner Management, Intuit

Laurie Lowery

Laurie Lowery

Director of Insight Research, USAA

Andrea Silas

Andrea Silas

VP of Technical Support, DreamHost

Young Noble

Young Noble

Director, Customer Experience and Innovation, Samsung

Ido Bornstein-HaCohen

Ido Bornstein-HaCohen

Chief Executive Officer, Conversocial

Martin Aliaga

Martin Aliaga

Director – User Research and Digital Experiments, Marriott

Gavin Macomber

Gavin Macomber

Senior Vice President, Marketing, First Orion

NJ Zeisler

NJ Zeisler

Principal, Zeisler Consulting

John Pisarek

John Pisarek

Director of Retail, Interactions

Rob Lawson

Rob Lawson

Business Messaging Partnerships, Google

Nick Jiwa

Nick Jiwa

Founder & President, CustomerServ

Michael Replogle

Michael Replogle

Vice President Operations, CustomerServ

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David Johnston

David Johnston

Social Media Manager, TSA

April Sealy

April Sealy

SVP Operations, Elevate

Elizabeth Solomon

Elizabeth Solomon

Manager - Social Media Care, AMC Theatres

Vernon Villasenor

Vernon Villasenor

Director, Customer Service Strategy and Operations, Verizon Wireless

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2019 Speakers

Michael Lawder

Michael Lawder

Senior Vice President Customer Care, Samsung

Lance Gruner

Lance Gruner

Executive Vice President, Global Customer Care, Mastercard

Mai Le

Mai Le

Director, Customer Obsession, Uber

Brad Maglinger

Brad Maglinger

Vice President, Digital Research & Design, Marriott

Fiona Blakesley

Fiona Blakesley

Directer, Customer Care, Intuit

Pete Paul-Graf

Pete Paul-Graf

Vice President IT Services Service Desk / Site Manager Americas, DHL

Donald Hicks

Donald Hicks

Vice President, Customer Experience, Twitter

Sarah Feldman

Sarah Feldman

Head of Customer Care, Visible A Verizon Company

Robert Noon

Robert Noon

Head of Treasury Management Client Services, Wells Fargo

Nigel Henry

Nigel Henry

Director, Customer Experience & Compliance, PizzaHut

David Bohl

David Bohl

Director Global Services Delivery Social Media Support, Dell

Micheal Roy

Micheal Roy

Head of Social Care, Alaska

Chip Liebenow

Chip Liebenow

Customer Care Director, Home Depot

Andy Lisk

Andy Lisk

Sr Director, Global Customer Experience, Ebay

Heidi Rote

Heidi Rote

Sales Center Director for North America, Jenny Craig

Rob Lawson

Rob Lawson

Customer Experience Partnerships, Google

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Lindsey Duncan

Lindsey Duncan

Social Business Specialist Leader, Southwest

Jim Reynolds

Jim Reynolds

Vice President, Customer Experience, U.S. Bank

Andrea Silas

Andrea Silas

Vice President, Technical Support, DreamHost

Reginald Chatman

Reginald Chatman

Senior Customer Experience Director, Bloom Energy

Zeya Ottomone

Zeya Ottomone

Head of Global Contact Centers and CRM, ABB

Elizabeth Solomon

Elizabeth Solomon

Manager, Social Media Care, AMC Theatres

Joshua March

Joshua March

CEO & Co-Founder, Conversocial

Jacob Bailon

Jacob Bailon

Customer Solutions Manager, DATAMARK

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After serving as a supervisor for back-office processing operations at DATAMARK, Jacob joined the Business Engineering team in 2013. He is responsible for the on-going efforts to improve and optimize internal business processes, as well as those of our clients and prospective clients. He is also in charge of reviewing, analyzing, and making suggestions for the improvement of end-to-end operational workflows and participates in business planning, needs analysis, and business risk assessments. Jacob leads process redesign/re-engineering engagements and consults with our partners on how to best support their area through the effective use of process improvement methodology.

Nina Brown

Nina Brown

Vice President of Client Solutions, DATAMARK

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A 18-year veteran of DATAMARK, Nina leads DATAMARK’s growth and expansion in the business process servicing (BPO) and contact center services markets. Brown, who has served for many years as DATAMARK’s technical sales specialist in support of the company’s business development activities, is responsible for the company’s Sales and Marketing departments. Nina is also responsible for oversight of the Business Engineering and Software Development and Validation departments. With her extensive experience with technology and process improvement, Nina is uniquely poised to identify opportunities for business optimization and business growth, thus continuously working to strengthen and expand the DATAMARK client base.

Mari Smith

Mari Smith Moderator

CEO, Mari Smith International, Inc.

Jim Rembach

Jim Rembach Moderator

Call Center Coach,

Warren Levitan

Warren Levitan

Cofounder and CEO, Smooch

Scott Ballantyne

Scott Ballantyne

Chief Marketing Officer, First Orion

Joe Gagnon

Joe Gagnon

CEO, Sparkcentral

Kathleen Garrity

Kathleen Garrity

Head of Social Care and Community Engagement for @madebygoogle, @googlenest, @googlestadia, Google

Sarah Grace McCandless

Sarah Grace McCandless

Senior Director, Global Digital CX Strategy, SYKES

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As Senior Director of Global Digital CX Strategy for SYKES, Sarah Grace McCandless leads on development and execution of global digital CX vision and strategy for SYKES’ clients and partners. This includes solutions architecture across digital touchpoints (social media, messaging, chat, forums, consumer review sites, self-serve, etc.) designed to complement each other (and voice).

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Sean Minter

Sean Minter

CEO & Founder, AmplifAI Solutions, Inc.

Bernard Slowey

Bernard Slowey

WW Supportability Leader for Digital Customer Support, Microsoft

Deon Nicholas

Deon Nicholas

Founder, Forethought

Priyanka Tiwari

Priyanka Tiwari

Director of Product Marketing, Interactions

Bonnie Saunders

Bonnie Saunders

Vice President, Treasury Management National Client Service Manager, Wells Fargo

Puneet Mehta

Puneet Mehta

Founder/CEO, Netomi

Sid Banerjee

Sid Banerjee

Founder & Chief Strategy Officer, Clarabridge

Jayme Gold

Jayme Gold

Sr. Director, Business Development, CSS Corp

Hillary Curran

Hillary Curran

Head of Customer Experience, GURU

Frankie Saucier

Frankie Saucier

Head of Digital Care Strategy, Home Depot

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