Meet Our Speakers & Advisory Board

Keynote & Speakers

James Turcotte
Senior Vice President, Global Support
CA Technologies

Dave Carroll
Musician behind United Breaks Guitars, Public Speaker, Author, Singer-Songwriter, Storyteller

T. Scott Gross
Author
"Positively Outrageous Service"

Roei Ganzarski
Chief Customer Officer
Boeing

speakers

Company	Speaker Name	Title
Ace Hardware	Klaus Buellesbach	Director, Ace Care Center & Deployment
American Express Consumer Travel	Kim Burgdorf	Director of Leadership and Organizational Effectiveness
La Quinta	Christina Cernuch	Vice President, Operations
Mayo Medical Laboratories	Susan Cloutier	Operations Manager
Jockey Interational, Inc.	John Cronce	Director, Contact Center
Office Depot	Daniel Cruceana	Director, Operations & Analytics
ResMor Trust Company	Michel Cubric	Director of Mortgage Servicing
Frost & Sullivan	Michael DeSalles	Principal Analyst – Contact Centers
CVS Caremark	Rosemarie Donzanti	Senior Vice President, Customer Care
Cigna	John Doran	Director, National & Regional Customer Contact Centers
EyeMed Vision Care	Steven Ellis	Senior Director, Customer Care
Sprint	Heddy Gagne	Director of Performance Management & Analytics
Cardinal Health	Ramon Gregory	Senior Vice President, Customer Care Shared Services
McAfee	Jason Grier	Vice President, Global Consumer Support
Entergy	Jeff Heeter	Workforce Management Analyst
FIS	Christopher Hermann	Vice President, Customer Service
Gerber Scientific, Inc.	Mark Hessinger	Executive Director, Global Customer Care
MetLife	Debbie Hintze	Assistant Vice President, Customer Sales & Service Group
Sprint	Bob Johnson	Chief Service & Information Technology Officer
Bank of America	Allen C. Jones	Senior Vice President, Consumer Customer Experience
Best Buy	Amy Jo Stark	Director, Enterprise Customer Care
FIS	Kimberly King	Customer Contact Center Manager
Eddie Bauer	Scott LaChute	VP Sales & Service Operations
Contributor to CRM Magazine	Marshall Lager	Principal, Analyst & Author, Third Idea
BECU	Butch Leonardson	Chief Information Officer; Senior Vice President of Information Technology
Frost & Sullivan	Stephen Loynd	Global Program Manager - Customer Contact
Citigroup	Jonathan Lunitz	Senior Vice President
AT&T Mobility	Marc Martinez	Senior Director, Strategic Planning
Medco	Katherine Mercer	Director of Patient Quality
Rosetta Stone	Vera Miller	Senior Director, Online Experience
Wright Express	Jamie Morin	Senior Vice President, Client Services Operations
Discover Financial Network	Clint Morley	Vice President, Customer Services
InterContinental Hotels Group	Jacque Plair Rushin	Director, Global Deployment and Corporate Services
Recyclebank	Michael Strobel	Director of Customer Care
Unilever	Jack Sullivan	Operations Manager
BECU	Melanie Walsh	Vice President, Member Care
Match.com	Michele Watson	Vice President, Global Customer Care

Company	Speaker Name	Title
Cicero, Inc.	Tom Aiello	Senior Vice President of Sales
Cicero, Inc.	John Broderick	Chief Executive Officer
Sutherland Global Services	Joe Buggy	Senior Vice President, Customer Management
24-7 Intouch	Matt Cockell	Vice President of Sales & Business Development
Microsoft Tellme	Brooks Crichlow	Director of Product Marketing
Mindshare Technologies	Erich Dietz	Vice President, Business Solutions
Sitel	Joe Doyle	Vice President, Global Marketing
Aspect Software	Ted Elsas	Managing Consultant
inContact	Kristyn Emenecker	Vice President of Product Marketing
CSG International	Kurt Farris	Director, Enterprise Solutions
West Corporation	Ted Fortezzo	Vice President
Interactions, Inc.	Phil Gray	Executive Vice President, Marketing & Business Development
CallCopy	Barry Knack	Director - Education
Contact Solutions	Justin Lemrow	Director, Continuous Improvement Practice
Upstream Works	Rob McDougall	President
NICE	Brian Powers	Director of Client Services
IBM	Bill Payne	Vice President of CRM and Industries in Global Process Service
Verint	Greg Sherry	Vice President, Marketing & Business Development
Center Partners	Todd Smith	Corporate Director of Learning and Development
Voxeo	Ken Stephens	Director, Strategic Accounts
Strategic Products and Services (SPS)	Monica Tarr	Director Contact Center Practice
Conversive	Bob Williams	Chairman and Chief Executive Officer

CUSTOMER CONTACT 2012, EAST ADVISORY BOARD:

Frost & Sullivan extends its appreciation to the following Advisory Board Members for their expertise and valuable support:

Bruce Chandler
Head of Planning
ING Direct, Canada

Kerry Hennessey
North American Contact Center Manager
New Balance Athletic Shoe Inc.

Brian A. Hughes
Director of Client Operations
RealPage, Inc

James Hwang
Director & Head of Call Center Operations
PODS

Joan LaHay
Vice President, National Customer Care
Rogers Communications

Diane Moogalian
Vice President, Operations
Equifax Personal Solutions

Mossie Schallon
Vice President & Director, Contact Center
Commerce Bank

Randy Selleck
Senior Director, Call Center Operations
Assurant Solutions


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