Live Chat Software
January 15 - 18, 2019
JW Marriott, Nashville, TN

Meet the Speakers

20th Anniversary Headliner


Jenn Lim
Jenn Lim
CEO & Chief Happiness Officer
Delivering Happiness

Featured Keynotes


Tuck Ross
Tuck Ross
SVP, Consumer Products & Marketing
Synchrony
Carla Moore
Carla Moore
VP of Sales Strategy
HBO
Kendal Jolly
Kendal Jolly
Managing Director, Culture and Brand Awareness
Toll Brothers
Becky Ploeger
Becky Ploeger
VP, Sales & Service Strategy
USAA
Jared Benesh
Jared Benesh
Executive Director of Contact Center Technology / Product Strategy
Quicken Loans
John Pompei
John Pompei
Head of Player Experience Operations
Electronic Arts

Executive Club


Heidi Munc
Heidi Munc
AVP, User Experience
Nationwide
Valerie Egen
Valerie Egen
VP, Global Customer Engagement
Subway
Kelly Steele
Kelly Steele
VP Customer Experience
Freddie Mac
Vijay Thacker
Vijay Thacker
Managing Director, Customer Service Operations
Evolent Health
Jared Benesh
Jared Benesh
Executive Director of Contact Center Technology / Product Strategy
Quicken Loans
Lauren Romeo
Lauren Romeo
Director of Customer Experience
Boll & Branch
Alison Lichtenstein
Alison Lichtenstein
Director, Customer Experience Design
Dow Jones
Joseph Bocanegra
Joseph Bocanegra
VP, Customer Success
ZipRecruiter
Jake Petersen
Jake Petersen
SVP, Operations
MoviePass
Natalie Higgins
Natalie Higgins
SVP, Director of Customer Experience
Citizens Bank
Cheryl China
Cheryl China
Director, Credit Card Services SVP
Citizens Bank
Donna Drehmann
Donna Drehmann
Director of Customer Experience & Training
Postmates

People, Process, Technology Track


Kandy White
Kandy White
VP, Service Technology, Small Business
ADP
Alexis Smith
Alexis Smith
Product Marketing Consultant
LinkedIn
Dilesh Bansal
Dilesh Bansal
Senior Director, Customer Care Strategy & Analysis
ADT
Chris Hoffman
Chris Hoffman
Head of Customer Care
Helix
Kris Crichton
Kris Crichton
VP Sales and Account Management,
Equifax
Jeannie Walters
Jeannie Walters
CEO & Chief Customer Experience Investigator
360Connext
Deb Denure
Deb Denure
Associate Director, Sales Learning and Performance
Humana
Nate Brown
Nate Brown
Director of Customer Experience
UL EHS Sustainability
Derek Johnson
Derek Johnson
VP of Customer Care
Chamberlain
Vinay Mummigatti
Vinay Mummigatti
Chief Automation Officer
LexisNexis
Kelley Kurtzman
Kelley Kurtzman
VP Global Consumer Sales & Services
Verizon
Leigh Roach
Leigh Roach
Customer Service Manager
Johnston & Murphy

Interactive Discussion Group Leaders


Ashley Welch
Ashley Welch
Director of Service
Lola
Lisa E. Griffin
Lisa E. Griffin
VP Patient Access
Vanderbilt University Medical Center
Lori Cobb
Lori Cobb
Former VP Customer Solutions
Cummins
Dilesh Bansal
Dilesh Bansal
Senior Director, Customer Care Strategy & Analysis
ADT
Lane Collins
Lane Collins
Director of Customer Experience
Slack
Shannon Martin
Shannon Martin
Senior Director, Global Customer Experience Operations
HomeAway
Chris Hoffman
Chris Hoffman
Head of Customer Care
Helix
Samuel Carrington
Samuel Carrington
Former Service Design Manager
Lyft
Alison Lichtenstein
Alison Lichtenstein
Director, Customer Experience Design
Dow Jones
Reid London
Reid London
Managing Director of Operations
American Cancer Society
Mike Marrow
Mike Marrow
CEO
Qualfon

Technology & Innovation Focus Leaders


Mario Matulich
Mario Matulich
Executive Director
Customer Management Practice
Kris Crichton
Kris Crichton
VP Sales and Account Management,
Equifax
Barton May
Barton May
Director Call Center Platforms, IT Planning & Strategy
Hilton Hotels
Brian Cantor
Brian Cantor
Principal Analyst & CCW Digital Director
Customer Management Practice
Sue Hoffman
Sue Hoffman
AVP, Customer Experience
Colonial Life
Sandy Ko
Sandy Ko
Research Development Analyst
Customer Management Practice

Workshop Leaders


Jim Iyoob
Jim Iyoob
Chief Customer Officer
Etech Global Services
Brian LaRoche
Brian LaRoche
Marketing Director
CallMiner
Eduardo von Borstel
Eduardo von Borstel
Senior Solutions Architect
Call Miner

CCW University


Donna Drehmann
Donna Drehmann
Director of Customer Experience & Training
Postmates
Cory Kreeck
Cory Kreeck
Group VP, People Operations
Beachbody
Anil Ravula
Anil Ravula
Staff VP, Contact Center
Anthem
James Kowalczyk
James Kowalczyk
Senior Director, Patient Admissions
Fresenius Medical Care
Lemmonstine Poindexter
Lemmonstine Poindexter
Customer Relations Manager
Nashville Electric Service

Site Tour Experience Leaders


Bob Flynn
Bob Flynn
VP Facilities and Gameday Operations
Tennessee Titans
Rachel Guymon
Rachel Guymon
Stadium Event Sales Manager
Tennessee Titans
Tara Henderson
Tara Henderson
Stadium Event Manager
Tennessee Titans
Jason Dasal
Jason Dasal
VP of Marketing
Johnston & Murphy
Leigh Roach
Leigh Roach
Customer Service Manager
Johnston & Murphy
Shelby Pinkston
Shelby Pinkston
E-Commerce Operations Manager
Johnston & Murphy
Donna Drehmann
Donna Drehmann
Director of Customer Experience & Training
Postmates
Lisa E. Griffin
Lisa E. Griffin
VP Patient Access
Vanderbilt University Medical Center
Brian Carlson
Brian Carlson
Senior Director, Patient Experience
Vanderbilt University Medical Center
Jason Mathisen
Jason Mathisen
Director of Care Connections
Vanderbilt University Medical Center
Ryzell McKinney
Ryzell McKinney
Director, Access Technology
Vanderbilt University Medical Center
Elizabeth Nix
Elizabeth Nix
Assistant Director Service Quality
Vanderbilt University Medical Center
Chanell Branch
Chanell Branch
Senior Director of Patient Access
Vanderbilt University Medical Center
Joshua Johnson
Joshua Johnson
Director of Ambulatory Access Analytics (AAA)
Vanderbilt University Medical Center