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Begin planning your schedule by browsing the list of sessions and activities, filtering by pass type, track and type of session. Additional sessions will be added on an ongoing basis, so check back frequently!

A

AMY SMITH

Title: Senior Director, Client Success

Company: Challenger, Inc.

B

BERRIS, MIKE

Title: VP, Engineering

Company: Quicken Loans

BRIGHT, SCOTT

Title: VP, Product Management, Financial Services & Insurance

Company: Talkdesk

BRODY, MARK

Title: CEO/President

Company: Brohawk Solutions, LLC

BROVEDANI, LEA

Title: President

Company: Sagacity Consulting LLC

BROWN, NATE

Title: Chief Experience Officer

Company: Officium Labs

BURGOYNE, DAVID

Title: Sr. Manager SCO West

Company: Amica Mutual Insurance

C

CHEN, HELENA

Title: Director of Product Marketing

Company: SmartAction

CLEVELAND, BRAD

Title: Senior Advisor

Company: ICMI

CRAVOTTA, SCOTT

Title: Executive Vice President of Customer Success and Services

Company: Genesys

D

D'ANTONIO, MILA

Title: Principal Analyst

Company: Omdia

DEMPSEY, JENNY

Title: Customer Experience Manager

Company: FruitStand

DIANNE DURKIN

Title: President & CEO

Company: Loyalty Factor

DR. DEBRA BENTSON

Title: Senior Workforce Manager

Company: Kaiser Permanente

DUMIAK, MATTHEW

Title: Director of Privacy Services

Company: CompliancePoint

E

EDWARDS, EILEEN

Title: Manager of Member Services

Company: TML Health

ELKINS, ADAM

Title: Director of Solutions Consulting

Company: Sharpen Technologies

F

FINNEGAN, RICHARD

Title: CEO

Company: C-Suite Analytics

FORSTER, ALAN

Title: Managing Director

Company: Six Forsters, LLC

G

GIBSON, REBECCA

Title: Business Associate

Company: ICMI

GILLIAM, ANDREW

Title: Senior Consultant, Contact Center and Customer Experience

Company: Avtex Solutions

GLADDEN, TODD

Title: Business Associate

Company: ICMI

GOODMAN, JOHN

Title: Vice Chairman

Company: Customer Care Measurement & Consulting

GORSEGNER, JAY

Title: Sr. Solutions Consultant

Company: Five9

GUPTA, JAY

Title: Director, Product Marketing AI & Automation

H

HARWELL, MIKE

Title: Sr. Director of Product Management

Company: NICE CXone

HAYNES, CORY

Title: VP, Industry Strategy, Financial Services & Insurance

Company: Talkdesk

J

JEFF RUMBURG

Title: Managing Partner

Company: MetricNet, LLC

JENNY DEMPSEY

Title: Customer Experience Manager

Company: FruitStand

JUSTIN ROBBINS

Title: Chief Evangelist

Company: CX Effect

K

KOLMAN, SCOTT

Title: Senior Vice President of Marketing

Company: Five9

KOSIBA, RIC

Title: Chief Data Scientist

Company: Sharpen

L

LAUREN PRAGOFF

Title: SVP, Global Client Success

Company: Challenger

LINDA WESTENDORF

Title: Vice President-Global Support & Operations

Company: Hulu

LOGAN, MICHAEL

Title: Senior Strategic Sales Consultant

Company: Genesys

LOOTENS, TIM

Title: SVP

Company: Blackchair

M

MACKOWITZ, ERIC

Title: AVP, Service Center Operations

Company: Amica Mutual Insurance

MAILA, JULIANNE

Title: Sr. Product Marketing Manager

Company: Hiya, Inc.

MARK MILLER

Title: Customer Service Advisory Practice Leader

Company: J.D. Power

MARLAN, ANDRESSA

Title: Sr. Product Marketing Manager, Contact Center

Company: 8x8

MARSHALL, CAROL

Title: Chief Operations Officer

Company: ActivEngage, Inc.

MATTICE-ZUNDEL, CATHERINE

Title: CEO/ Founder

Company: Civility Partners

MCGARAHAN, PETE

Title: Senior Director, Workplace & Collaboration Services, IT

Company: First American Financial

MICHELE ROWAN

Title: President

Company: WFHAlliance

MINNICH, JOY

Title: Manager SCO Central

Company: Amica Mutual Insurance

MONTAGUE, GINA

Title: Support Services Manager

Company: Infinite Campus

MORIN, BRIAN

Title: Chief Marketing Officer

Company: SmartAction

MURPHY, SCOTT

Title: Director of Benefits Services

Company: TML Health

N

NOBLE, BRITTANY

Title: Sr. Manager SCO West

Company: Amica Mutual Insurance

O

O'FLAHAVAN, LESLIE

Title: Founder

Company: E-WRITE

OROZCO, TATIANA

Title: Training Manager, Operations

Company: 24 Hour Home Care

P

PALMERINE, ANNE

Title: VP, Customer Engagement, Enrollment & Retail

Company: UPMC Health Plan

PEDRO REYES

Title: Senior Director of Customer Service Operations

Company: Blackhawk

PHELPS, KAY

Title: Principle, Contact Center Solutions

Company: Vonage

PICCUILLO, TODD

Title: Group Services Sales Director

Company: HDI/ICMI

R

RIGBY, BEN

Title: SVP, Global Head of Product & Engineering, AI, Automation and Workforce

Company: Talkdesk

ROEMEN, BECKY

Title: Manager, CX Solutions & Contact Center Consulting

Company: Avtex Solutions

S

SCHABELLA, CALLAN

Title: EVP Product

Company: Five9

SETTLE, ADAM

Title: Chief Experience Officer

Company: Sharpen

SHAPIRO, STEPHEN

Title: Innovation Evangelist and Author

SMITH, JESSICA

Title: Sr. Manager, Product Marketing, Contact Center

Company: 8x8

STODOLKA, TED

Title: VP, Chief Care Officer

Company: Hallmark Cards

STREETS, JOSH

Title: CEO/Founder

Company: Scoreboard Group

STUART DISCOUNT

Title: CEO

Company: SMD Contact Center Consulting

T

TE BOOIJ, MERIJN

Title: GM, Workforce Engagement Management

Company: Genesys

TODD HIXSON

Title: Senior Global Capacity Manager

Company: Hulu

TOM WILK

Title: IT Manager

Company: Carnegie Mellon University

TROLLOPE, ROWAN

Title: CEO

Company: Five9

U

UBL, HANNAH

Title: Co-Founder

Company: Good Company Consulting

V

VALLEJO, SARAMAR

Title: Senior Product Marketing Manager

Company: Genesys

W

WILSON, ERIN

Title: Sr. Product Marketing Manager

Company: Five9