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.