Speakers

Keynote Speakers


David Horsager – How Top CX Leaders Drive Results through Trust

David will present the case for trust and share why a lack of trust is your biggest expense. David will share insights and research from his industry-leading annual study to show leading trends and indicators of how trust is being built today – and how speech analytics gives your organization an incredible opportunity to identify, measure, and improve the trust of the customer.

David Horsager, MA, CSP, CPAE is the CEO of Trust Edge Leadership Institute, national bestselling author of The Trust Edge, inventor of the Enterprise Trust Index™, and director of one of the nation’s foremost trust studies: The Trust Outlook™. 

 

 

Heather Hansen – Every Call is a Trial – Learn How to Win

Every time your team handles a call, a customer can be won or lost. Heather Hansen has 20 years of experience in the courtroom, trying complex medical malpractice cases to juries. She’ll share the tools she uses to win in the courtroom and how you can use them to win over customers using the evidence provided by CallMiner to establish better teams and customer experience. Attend this keynote presentation and leave with the tools to Win With Words™.

Heather is a communications consultant, speaker, and attorney. She has been consistently named one of the Top 50 Female Lawyers in Pennsylvania. Her communication expertise and skills have led her to appear on CNN, Fox News Channel, CBS and Sirius Radio, and she is an on-air host at LawNewz.com.


Olivier Camino – The Future of CX

Olivier will provide an overview of Sitel Group’s view on the future of customer experience. He will also address how to leverage digital recruitment and retention tactics to attract and engage employees.

Olivier Camino, Global Chief Operating Officer (COO), is responsible for all Operations and Account Management at Sitel. Since January 2016, Olivier has served as COO of Sitel Group and continues his commitment of reshaping the future of the Customer Experience Management industry. Olivier works closely with the company’s regional Operations and Account Management teams to ensure operational excellence through consistency, best practice sharing and a robust and proven global operating model.

Olivier Camino - Sitel

Speakers


Check out our growing list of speakers…

Olivier Camino - Sitel
Chief Operating Officer

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Heather Hansen
CEO/Consultant/Attorney

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Paul Bernard - CallMiner
President & CEO

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Jeff Gallino
CTO, Founder

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Scott Kendrick
Vice President, Marketing

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Richard Britt
VP of Artificial Intelligence

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Dir. Product Management

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Chad Richards - HomeAdvisor
VP of Learning & Quality

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Soraya Radwan - SiriusXM
Director, Sales Operations Performance Enhancement

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Program Management – Global Contact Center Organization

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Renee Hodgin - Dell
Voice Analytics Business Scientist

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Rosemary Bennett - Sitel
SVP, Strategic Accounts

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Christine Fox - Praxidia, a Teleperformance Company
Senior Group Manager of Interaction Analytics

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Marvie Wright - Dialog Direct
Director of Leadership and Sales Training

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Andrea Broxton - Crius Energy
QA Business Intelligence Analyst

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Senior Solutions Manager, Speech Analytics

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Samantha Boswell - Infinite Energy
Director of Customer Care

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Matt Stigall - Benevis
Manager of Marketing Analytics

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Geraud Mazel - Sitel
Vice President of Innovation

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Mark Behrens - Deloitte
Specialist Master

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Elena Hutchison - Medallia
Solution Principal

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Bryan Trice - Benevis
Data Analyst

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Stephen Gissendanner - Kelsey-Seybold
Contact Center Support Manager

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David Garza - Kelsey-Seybold
Contact Center Business Analyst

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Sathish Vijayakumar - Sitel
VP of Operations, Philippines

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Sabine Harrison - Kelsey-Seybold
Contact Center Director

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Pascal Leclerc - nGUVU
Co-Founder, VP – Marketing & Product Strategy

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Olga Martinez - Benevis
Director of Customer Care

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Nick Wilson - Praxidia, a Teleperformance Company
Program Manager of Interaction Analytics

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Chad Richards - Axcess Financial
Operations Manager

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Pam Cook - Medical Transport Management
VP Program Governance

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MTM
Charlie Kautman - Direct Energy
Data Insight Analyst

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Drew Behnke - Americollect
Business Analyst

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Travis S. Gauthier - Americollect
Operations Training Manager

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Micaela Jimenez - First Associates Loan Servicing
Speech Artificial Intelligence Program Manager

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Heather Arlt - MTM
Team Lead, Quality Evaluations

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MTM
Evan Wiley - MTM
Manager, Quality and Compliance

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MTM
Pete Hamlin - Avadyne Health
Sr. Director of Product Management

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Adam McCord - Bluegreen Vacations
Manager of Reporting and Business Analytics

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Ken Arakelian - Nuance
Director, Product Management

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Richard Mahre - Resurgent
Director of Business Intelligence

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Lee Mostari - Ember
Consulting Director of Managed Analytics

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Carlos Ayala - Real Time Resolutions
Speech Analytics Manager

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Mike Hull
Customer Success Director

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Kevin Doyle - SiriusXM
Speech Analyst

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Mark Hinely, Kirkpatrick Price
Director of Regulatory Compliance

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Charles Felsberg - AMCOL Systems
Speech Analyst

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William Powell - Bluestem Brands
Collections Dialer Manager

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Conrad Liburd - U.S. Gas & Electric
Content Team Lead

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Bryce Payne - TCN
VP Channel and Partners

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TCN
Mike Taverna - Navient
Project Manager

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Pulkit Jain - Encore Capital
Deputy Manager of Business Information Analytics

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Allyson Keown - Axcess Financial
Speech Analytics Administrator

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Dir. Account Based Marketing

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Ryan Carrigan - CallMiner
Solutions Architect

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Director, Sales & Marketing

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Anya Korneyeva - CallMiner
Research Engineer

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Sr. Solutions Consultant

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Michael Dwyer - CallMiner
Vice President of Research

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Customer Success Director

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Lauretta Campestre - CallMiner
Customer Success Director

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Director of Customer Acceleration

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Eureka Analytics Evangelist

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Director of Software Development

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Eureka Analytics Evangelist

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Karen Alasin - CallMiner
Eureka Analytics Evangelist

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