Test Technology Showcase

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• Revolutionizing Modern Call Centers with Gamification
  — Presented By: CallMiner
  

  Are you ready to revolutionize your call center operations? It's time to ditch the mundane routines and embrace the power of gamification!

• Verint
  — Presented By:
  

• Charting a Path to CX Automation in Your Contact Center
  — Presented By: Verint® Systems
  

  CX automation is the use of AI-powered automation to elevate your customer experience while simultaneously lowering costs.

• Unleashing the Power of CX Automation
  — Presented By:
  

  Watch as we unveil the secrets behind CX Automation and its pivotal role in shaping today's customer interactions.

• Fueling Success - 6 Ways AI Empowers Agents
  — Presented By:
  

• Build It - Optimizing the Agent Experience
  — Presented By:
  

• Unleashing the Power of CX Automation for Enhanced Customer and Agent Experiences
  — Presented By: Verint® Systems
  

  This webcast will unveil the secrets behind CX Automation and its pivotal role in shaping today's customer interactions.

• AWS
  — Presented By:
  

• AWS Contact Center Day
  — Presented By: AWS
  

  AWS Contact Center Day is a free virtual conference for next-gen contact center leaders.

• The Dynamic Duo
  — Presented By:
  

• Build It - Optimizing the Agent Experience for Success
  — Presented By: Verint® Systems
  

  In this session, we will walk through the key ingredients for building a positive Agent Experience.

• Servion - Frank Tersigni
  — Presented By:
  

• Hammer - Danny Urbanczyk
  — Presented By:
  

• Bracing for the Storm - Ensuring Contact Center Resilience in Harsh Weather
  — Presented By: Hammer and Servion
  

  This webinar is dedicated to equipping businesses with the knowledge and tools necessary to test, prepare, and strengthen their contact centers against the challenges posed by inclement weather.

• NICE - Nick DelleCave
  — Presented By:
  

• Fueling Success - 6 Ways AI Empowers Agents
  — Presented By: NICE
  

  This webinar discusses how AI can help agents humanize and personalize the customer experience in unexpected ways such as cultivating empathy and personalizing a service as well as improving their productivity in the process.

• Preparing for the Future of WFM
  — Presented By:
  

• NICE - Jared Norwood
  — Presented By:
  

• The Dynamic Duo - AI and Humans Amplifying Customer Experiences
  — Presented By: NICE
  

  How exactly can human agents and AI collaborate to enhance customer experiences? This critical question will be thoroughly examined in our upcoming webinar.

• Navigating the Fast-Paced World of Contact Centers
  — Presented By:
  

• Verint - Mike Wroblewski
  — Presented By:
  

• 2024 Roundtable Series
  — Presented By: CrmXchange
  

   

• Five9 - Andrew Siciliano
  — Presented By:
  

  Andrew Siciliano VP, Product Management, Five9

• Navigating the Fast-Paced World of Contact Centers - Discovering the Keys to Exceptional Customer Experiences
  — Presented By: Verint and Five9
  

  As customer service expectations continue to soar, it's essential to ensure your contact center is equipped with cutting-edge technology that not only meets current demands but also anticipates future challenges.

• Preparing for the Future of WFM
  — Presented By: CrmXchange
  

  There is a renewed interest in seeking WFM solutions that solve new scheduling challenges for phone, chat, and back-office agents.

• Best Practices – Reduce Agent and Customer Effort
  — Presented By:
  

  roundtable dec2023 Best Practices – Reduce Agent and Customer Effort In this insightful session, we explore how making it easier for your agents can lead to a profound impact on customer satisfaction. Forget the mundane, our experts share real-world examples and practical tips that you can implement

• From First Interaction to Lasting Impression - How to move the needle on customer satisfaction
  — Presented By:
  

  NICE.Oct.25.2023 In an era of heightened consumer expectations and rapidly evolving touchpoints, Customer Experience (CX) operations, software, and silos have reached a critical juncture of complexity and potential for growth.

• Hammer - Kacey Kemmerer
  — Presented By:
  

  Kacey Kemmerer SVP – Sales, Hammer  Kacey is an avid sales leader and contact center expert with over 12 years of experience in providing enterprises with contact center testing and monitoring strategies and capabilities that ensure consistent and quality customer experience. Kacey heads the global

• Delivering Exceptional Customer Experience with Automated Testing and Monitoring Solutions
  — Presented By: Servion
  

  Contact centers are under ever-increasing pressure to deliver a world-class customer experience. Learn how to get the most from your contact centers and prepare for challenges and fraudsters.

• 3 Ways AI and Humans Can Create Better Customer Experience
  — Presented By:
  

  Watch this webinar, featuring CX and customer behavior expert and author, Zhecho Dobrev, to learn 3 easy ways that AI can be a complement to human-led customer interactions.

• Biggest Contact Center and Customer Service Challenges
  — Presented By:
  

  roundtable.oct2023 We address the key obstacles that contact centers encounter, ranging from outdated technology and agent burnout to rising customer expectations, and learn actionable approaches to overcome these hurdles.

• NICE - Brooke Phillips
  — Presented By:
  

  Brooke Phillips Senior Product Marketing Manager, NICE Brooke is a senior product marketing manager with over 15 years of marketing communications experience in b2b technology. Her industry marketing experience includes advertising/media, intelligent transportation services, and business consulting. At NIC

• 3 Ways AI and Humans Can Create Better Customer Experience
  — Presented By: NICE
  

  Contact centers are already applying the power of AI to transform how they deliver customer experiences via data driven CX that enables seamless, personalized, and often predictive levels of service.

• Gamification Unleashed - Engaging Minds, Achieving Goals
  — Presented By:
  

  NICE.Sept2023 Elevate your understanding of leveraging game-like techniques to boost performance, motivation and participation, creating a team-driven ecosystem, where veteran top performers and eager new hires work together in sync.

• Human2outcome - Zhecho Dobrev
  — Presented By:
  

  Zhecho Dobrev Principal Consultant, Beyond Philosophy Zhecho Dobrev has devoted his career to the art and science of customer experience management and is the author of newly published book “The Big Miss: How Organizations Overlook the Value of Emotions” (Business Expert Press, 2022). He is one of the

• From First Interaction to Lasting Impression - How to move the needle on customer satisfaction
  — Presented By: NICE
  

  Consumer expectations, touchpoints, and needs are at an all-time high. As a result, CX operations, software, and silos are at a tipping point of complexity and capability to grow. Do you have what it takes to engage with customers in the way they prefer?

• Seamless Customer Experience
  — Presented By:
  

  roundtable.sept2023 Despite massive shifts in consumer preferences and the explosive growth of digital engagement channels, when it comes to conversational AI and self-serve customer engagement, many brands admit they are struggling to start down the path of investing in bots and AI.

• Servion - Eric Wildermuth
  — Presented By:
  

  Eric Wildermuth Head of Sales, Servion

• How to Unlock the Power of Back Office Operations
  — Presented By: Servion
  

  If you are looking to improve CX and reduce costs, take a look at your back-office support functions. While modern contact centers have agents and managers who are empowered with real-time tools to monitor and improve performance, the back-office is still struggling with manual work, complex processes, and legacy systems limit access to data.

• NICE - Heather Hughes
  — Presented By:
  

  Heather Hughes Director of Product Marketing,NICE

• Verint - Bridget Lange
  — Presented By:
  

  Bridget Lange VP, Business Operations, Verint

• Gamification Unleashed - Engaging Minds, Achieving Goals
  — Presented By: NICE
  

  Gamification, the fusion of game elements into non-game contexts, has reshaped engagement strategies. Join us as we examine gamification's core concepts, explore best practices for successful implementation, and delve into a compelling case study showcasing tangible results.

• Megatrends to Watch for in 2024 and Beyond
  — Presented By:
  

  The customer service landscape is constantly evolving, and with technological advancements and changing customer expectations, businesses need to stay ahead of the curve to remain competitive. In this webcast, our expert panel discusses the most important customer service megatrends to watch for in 20

• Getting Value from Your Customer Engagement Data
  — Presented By:
  

  verint.aug2023 This webinar will show you how to harness your engagement data effectively, enabling you to identify opportunities for enhancing employee performance and delivering exceptional customer experiences.

• Unlocking Customer Lifetime Value
  — Presented By:
  

  NICE Recording aug 2023 NICE.aug2023 In times of resource constraints, linking Customer Lifetime Value (CLV) to business growth is crucial. Wondering how to invest wisely in CLV and what tactics to employ? Our webinar cuts through the noise.

• Best Practices – Reduce Agent and Customer Effort
  — Presented By: CrmXchange
  

  In this insightful session, we'll explore how making it easier for your agents can lead to a profound impact on customer satisfaction.

• Biggest Contact Center and Customer Service Challenges and How to Turn them Around
  — Presented By: CrmXchange
  

  This roundtable will address the top issues impacting customer service department expectations, providing valuable insights on how to meet and exceed customer demands in a dynamic business landscape.

• Waterfield Tech - Owen Robinson
  — Presented By:
  

  Owen Robinson VP of CX Modernization, Waterfield Owen is an experienced business and technical leader with over 20 years’ experience in contact center solutions and workforce engagement. Owen is passionate about helping customer service and workforce planning professionals use their contact center technolo

• Verint - Hilie Bloch
  — Presented By:
  

  Hilie Bloch Senior Director, Product Management, Verint

• Getting Value from Your Customer Engagement Data
  — Presented By: Verint® Systems
  

  This session will discuss how an engagement data hub makes it easier to govern and share data and how the right visualizations can help business leaders discover and understand their data and maximize ROIs.

• Roundtable - Best Practices in Workforce Optimization
  — Presented By:
  

  roundtable.july2023 Workforce optimization (WFO) is a key aspect of call center operations and involves ensuring that agents are performing at their best, and that staffing levels are optimized to meet customer demand.

• Contact Center Advocates - Roger Lee
  — Presented By:
  

  Roger Lee aka DR. WFO Principal, Contact Center Advocates Roger has more than two decades of combined experience in finance, operations, and services management and quality. He has held several leadership positions in both customer engagement centers and technology vendors and has been characterized a

• NICE - Mark Ungerman
  — Presented By:
  

  Mark Ungerman Product Marketing Director, NICE Mark Ungerman is a product marketing director at NICE, where he is focused on solutions that help organizations improve customer experience and lifetime value. Mark earned dual graduate degrees in Business and Management of Information Systems and has over

• Unlocking Customer Lifetime Value - 5 strategies for enhancing CX with Listening Insights
  — Presented By: NICE
  

  In times of resource constraints, linking Customer Lifetime Value (CLV) to business growth is crucial. Wondering how to invest wisely in CLV and what tactics to employ? Our webinar cuts through the noise.

• Seamless Customer Experience - Combining AI, Virtual Agents and Live Agents
  — Presented By: CrmXchange
  

  In today's fast-paced and digitally-driven world, providing a seamless customer experience has become crucial for businesses to stay competitive.

• Verint - Trent Isaacs
  — Presented By:
  

  Trent Isaacs Sr. Director, GTM Strategy, Real-Time Work, Verint Trent is responsible for driving the go to market strategy for Verint's industry leading Real Time Work solutions, including Real Time Agent Assistance and Real Time Coaching. This includes driving offering related activities across the compan

• WiserOwl - Robert Bradshaw
  — Presented By:
  

  Robert Bradshaw Founder/President, WiserOwl Robert founded WiserOwl to enable contact centers to bridge the financial gap between customer service and the enterprise, helping to overcome barriers in customer experience that Forbes estimates cost businesses upwards of $75 billion every year. As Founder/Pres

• From Good to Great - Elevate Customer Experience with Workforce Management and Omnichannel Engagement
  — Presented By:
  

  injixo.freshworks.may2023 In today's digital age, customers expect seamless customer service across all channels. That means that agents need efficient tools to work through tickets, switch channels, and better manage customer issues for a positive work environment and enhanced customer experience.

• Freshworks - Anshita Verma
  — Presented By:
  

  Anshita Verma Lead - Solution Engineer, Freshworks

• 2023 Investment Priorities - Balancing Customer Experience, Employee Engagement and Operating Costs
  — Presented By:
  

  verint recording may 2023 verint.may2023 Enhancing employee engagement is of primary importance along with reducing operating costs and improving productivity. These goals may seem contradictory, but they are proving to be aligned and helping enterprises improve their bottom line.

• Megatrends to Watch for in 2024 and Beyond
  — Presented By: CrmXchange
  

  The customer service landscape is constantly evolving, and with technological advancements and changing customer expectations, businesses need to stay ahead of the curve to remain competitive. In this webcast, our expert panel will discuss the most important customer service megatrends to watch for in 2024 and beyond.

• Roundtable - Best Practices in Workforce Optimization
  — Presented By: CrmXchange
  

  Workforce optimization (WFO) is a key aspect of call center operations and involves ensuring that agents are performing at their best, and that staffing levels are optimized to meet customer demand.

• Does Your Bot Have What It Takes for Impressive CX
  — Presented By:
  

  nice techshow.april2023 How often have you been stuck with a bot that doesn't understand your needs and then sent to a voice interaction you hoped to avoid? This demo of Enlighten XO will show how to keep your customers from waiting in queues and impress them with digital CX that works.

• Best Practices for Doing More with Less in a Turbulent Economy
  — Presented By:
  

  nice.april 18_2023 Executives are committed to delivering a great customer experience (CX), but are also looking for new ways to improve productivity, reduce costs, and enhance agent engagement. The right best practices coupled with new AI-enabled intelligent solutions is helping contact centers achi

• Helpful AI – A Better Way for a Better Experience
  — Presented By:
  

  nice recording april 13 2023 nice.april13_2023 This webcast for a look at the components necessary for successful AI-driven customer strategies.

• From Good to Great - Elevate Customer Experience with Workforce Management and Omnichannel Engagement
  — Presented By: injixo and Freshworks
  

  In today's digital age, customers expect seamless customer service across all channels. That means that agents need efficient tools to work through tickets, switch channels, and better manage customer issues for a positive work environment and enhanced customer experience. And it means you need to efficiently forecast, schedule, and manage in real-time across all channels.

• Freshworks - Kevin Kurian
  — Presented By:
  

  Kevin Kurian Head of ISV Integrations, Solutions Engineering, Freshworks Kevin heads the ISV Integrations Solution Engineering team, focused on enabling Freshworks customers to extend their capabilities through integrations. He has been with Freshworks for over 5 years handling multiple roles in the SE do

• injixo - Catherine Schlesser
  — Presented By:
  

  Catherine Schlesser Consultant, injixo As an expert in contact center management and training with over 20 years of experience, Catherine understands contact center challenges and how workforce management can help solve them. As an injixo Consultant, Catherine  supports customers by developing and implemen

• injixo - Ashley Kalcic
  — Presented By:
  

  Ashley Kalcic Ashley Kalcic, Account Executive, injixo Ashley has over 12 years experience in workforce management and has worked with hundreds of clients, from small contact center organizations to large Fortune 500 companies. Her focus is helping contact centers achieve their goals by identifying opportu

• 2023 Investment Priorities - Balancing Customer Experience, Employee Engagement and Operating Costs
  — Presented By: Verint® Systems
  

  Enhancing employee engagement is of primary importance along with reducing operating costs and improving productivity. These goals may seem contradictory, but they are proving to be aligned and helping enterprises improve their bottom line.

• How to Make WFM Work Better
  — Presented By:
  

  WFM is viewed as a necessary evil, but there are ways to make it more helpful. Watch as Andrea Matsuda of NICE and Donna Fluss of DMG Consulting, tackle the top issues of WFM so you can make it work better for your contact center.

• Does Your Bot Have What It Takes for Impressive CX - How to Build Smart Bots with Enlighten XO
  — Presented By: NICE
  

  With all the web pages, bots, and digital channels you have today, why are so many customers looking to bypass bots, skip over web resources, and still need to contact a live agent? 

• Best Practices for Doing More with Less in a Turbulent Economy
  — Presented By: NICE
  

  Times are tough, and contact centers are being asked to be creative and find ways to “do more with less.” Executives are committed to delivering a great customer experience (CX), but are also looking for new ways to improve productivity, reduce costs, and enhance agent engagement.

• NICE - Liran Meir Frenkel
  — Presented By:
  

  Liran Meir Frenkel Senior Product Marketing Manager, NICE Liran Meir Frenkel is NICE’s RPA & Performance Management Senior Product Marketing Manager. With a rich background in the high-tech industry, she specializes in building and executing global business strategies, short- and long-term roadmaps, an

• NICE - Elizabeth Tobey
  — Presented By:
  

  Elizabeth Tobey Head of Marketing, NICE's Digital Solutions Elizabeth is the Head of Marketing for NICE's Digital Solutions group. Previously, she held leadership roles spanning marketing, communications, community, and CX departments at video game, social media, and cloud platform technology companies

• Helpful AI – A Better Way for a Better Experience
  — Presented By: NICE
  

  AI is the new frontier. But what does it mean to put AI to work for customer experiences? It’s not enough to simply add AI to your solutions stack; it’s going to take a thoughtful, considered approach to succeed.

• Closing The Engagement Capacity Gap
  — Presented By:
  

  verint recording mar 2023 verint.march2023 As we look at the third year of data from Verint’s comprehensive Engagement Capacity Gap (ECG) research report, we know that the rise of interaction numbers combined with stagnant or shrinking budgets create a gap in the ability to provide a superior custo

• Verint - Karyn Furstman
  — Presented By:
  

  Karyn Furstman VP GO to Market, Experience Management, Verint Karyn has over 35 years experience in CX Management, strategy, brand management, research & insights, marketing, product development, training, process, and CRM within financial services companies and marketing agencies. Karyn has held m

• Preparing for the Future of Workforce Management 2023
  — Presented By:
  

  roundtablerecordingfeb2023 roundtable.feb2023 Without the right tools in place to meet the staffing demands of increasingly complex contact center environments, managers struggle to reach their objectives. There is a renewed interest in seeking WFM solutions that solve new scheduling challenges for

• Closing The Engagement Capacity Gap - Find out What’s Working from Organizations Getting It Right
  — Presented By: Verint® Systems
  

  As we look at the third year of data from Verint’s comprehensive Engagement Capacity Gap (ECG) research report, we know that the rise of interaction numbers combined with stagnant or shrinking budgets create a gap in the ability to provide a superior customer experience.

• How to Make WFM Work Better
  — Presented By: NICE
  

  WFM is viewed as a necessary evil, but there are ways to make it more helpful.

• Night Owls and Early Birds
  — Presented By:
  

  NICE CXone.jan recording 2023 Preference has shifted—most customers want self-service and prefer to engage via digital channels (like chat). The good news? You can be there when and where your customers need you - including when they engage directly with agents - without having to move mountains!

• Fixing Your Contact Center WFM and Workforce Challenges
  — Presented By:
  

  dmgconsulting.janrecording Donna Fluss, Founder and President of DMG Consulting, and Sheri Greenhaus, Managing Partner of CrmXchange, share best practices and tips to address WFM and other people-related issues in contact centers.

• Verint - Nicole Nevulis
  — Presented By:
  

  Nicole Nevulis Director, Global Business Strategy, Back-Office WFO, Verint A pioneer in transforming back-office operations with workforce optimization, Nicole provides leadership to customers, partners, and colleagues globally to help organizations realize the benefits of digital transformation in their o

• NICE CXone - Brian Mistretta
  — Presented By:
  

  Brian Mistretta Director, Product and Segment Marketing at NICE inContact

• Preparing for the Future of Workforce Management 2023
  — Presented By: CrmXchange
  

  While and WFO solutions have been around for over 30 years, there is a renewed interest in seeking WFM solutions that solve new challenges such as agent, both phone, chat and back-office self-scheduling.

• Best Practice Roundtable - Reduce Agent and Customer Effort
  — Presented By:
  

  We discuss critical issues such as the shift in the preference for self-service and digital chat channels as well as how to improve first-contact resolution... resulting in a better experience for all.

• Stay One Step Ahead and Find Out What’s Next in CX
  — Presented By:
  

  Most companies do not spend enough time considering the future of their CX, but that will change in the very near future. You can’t just stand still with customer experience.

• Fixing Your Contact Center WFM and Workforce Challenges
  — Presented By: CrmXchange
  

  Join us as we discuss the top workforce related issues for contact centers.

• ResMed TJ Sands
  — Presented By:
  

  TJ Sands Supervisor, Solutions Operations Support, NICE CXone TJ has 10 years of experience in Customer Service and Management and has been with ResMed since 2017. In 2017, she joined as a Client Service Representative and was quickly promoted to a supervisor position. She is currently a Supervisor with t

• Night Owls and Early Birds - How to Wow the 24-Hour Consumer
  — Presented By: NICE CXone
  

  Most customers want self-service and prefer to engage via digital channels (like chat).  You can be there when and where your customers need you -  including when they engage directly with your agents.

• Forrester - Leigh Greene
  — Presented By:
  

  Leigh Greene Total Economic Impact (TEI) Consultant at Forrester Leigh is a Total Economic Impact (TEI) Consultant at Forrester, where she builds financial models and economic business cases for a variety of technologies – including customer experience and marketing automation platforms. Prior to work

• Forrester - Judy Weader
  — Presented By:
  

  Judy Weader Senior Analyst, Forrester Judy's research covers a variety of areas critical to establishing, funding, and scaling the customer experience. Her varied background also extends her coverage into healthcare CX and government CX and EX, as well as evaluations of digital user experiences.Prior to j

• Verint - Avanti Joglekar
  — Presented By:
  

  Avanti Joglekar Content Lead, Experience Management, Verint Avanti serves as the content lead for Experience Management at Verint where she is focused on telling thought-provoking stories about customer experience (CX). In her role as Senior Content Marketing Manager, Avanti leads the strategy, development

• Best Practices - Contact Centers' Biggest Challenges
  — Presented By:
  

  roundtable recording oct 2022 roundtable.oct2022 What are the top issues affecting your customer service department? Hear big ideas in this webcast that can bring your customer experience to a new level.

• NICE CXone - Sherry Fragomeni
  — Presented By:
  

  Sherry Fragomeni Product Marketing, NICE CXone Sherry began her career in brand marketing and has worked for leading global CPG companies such as Philips and Victorinox Swiss Army. She then moved into the Digital/SaaS space in product marketing with well-known companies such as Pitney Bowes. Sherry cur

• Stay One Step Ahead and Find Out What’s Next in CX
  — Presented By: NICE CXone
  

  Would you like to see what your future business looks like? Industry leaders will share their stories and successes and help you meet your customers’ needs and stay one step ahead!

• Top 5 Tricks - Digital CX That’s One Step Ahead of Your Customer
  — Presented By:
  

  nice cxone recording sept2022 nice cxone.sept2022 When customers can’t find the information they need, it costs your business. The secret fix? Businesses need to be one step ahead. During this webcast we explore 5 best practices for delivering digital CX that truly wows customers.

• RingCentral - Marlena Werder
  — Presented By:
  

  Marlena Werder SVP of Customer Care, RingCentral Marlena joined RingCentral in February 2022 as SVP of Customer Care. She brings more than 30 years of experience in leading large-scale customer service and technical support functions in the tech industry, including driving digital and customer experience t

• Verint - Tricia Manning
  — Presented By:
  

  Tricia Manning Director, GTM, Workforce Engagement, Verint Tricia joined the Verint team in 2021, bringing over 20 years of experience in technology and marketing leadership. In her current role, Tricia is responsible for driving go-to-market strategies for the Verint Quality and Compliance portfolio. Prio

• Waters Corp - Marc Noble
  — Presented By:
  

  Marc Noble Director, Customer Engagement and Success, Waters Corp Mark has been in multiple customer support, engagement, and success roles at Waters for the past 25 years.  He is currently Director of Customer Experience and Success within the Customer Experience organization and is responsible for two te

• Best Practice Roundtable - Reduce Agent and Customer Effort
  — Presented By: CrmXchange
  

  This panel will discuss how making it easier for your agents results in happier customers.

• Best Practices Roundtable – Seamless Customer Experience - Combining AI, VA with Live Agents
  — Presented By:
  

  roundtablerecording.sept2022 roundtable.sept2022 Customers reap the benefits of blended bots and agents; the combination leading to better experiences for customers as well as reduced service costs. This webcast we will discuss the newest best practices and solutions which provide the greatest poten

• NICE - Paul Shouse
  — Presented By:
  

  Paul Shouse Vice President of Sales, APA, NICE Paul is a veteran of the SaaS industry having served as VP of Sales within Digital Transformation Software solutions including Cybersecurity, Workforce Management and AI for  startups as well as large publicly traded organizations. He has extensive experie

• Cresta - Kevin Chang
  — Presented By:
  

  Kevin Chang Product Manager of Automation Services, Cresta Kevin comes to us from Google's Contact Center AI (CCAI) team and has been enthralled by the growth of conversational AI technologies ever since his first chat with the bot SmarterChild.

• Verint - Frank Schneider
  — Presented By:
  

  Frank Schneider VP, AI Evangelist, Verint Frank is focused on educating customers and the market about the benefits of AI at Verint including IVA, conversational AI & DaVinci™. He is a teacher-researcher at heart who has a curiosity for innovative technology and ideas that solve real world business cha

• Customer Service and CX Megatrends for 2023
  — Presented By:
  

  roundtablerecording.aug2022 roundtable.aug2022 Curious about the most important trends for 2023? Listen as our panel of experts cover a variety of topics that will change your thoughts on customer interactions.

• Make Every Interaction Better Than Expected!
  — Presented By:
  

  Make Every Interaction Better Than Expected

• NICE - Oded Karev
  — Presented By:
  

  Oded Karev General Manager of Robotics Process Automation, NICE Ltd

• NICE - Jesse Goldblatt
  — Presented By:
  

  Jesse Goldblatt NICE Solution Executive Jesse is an innovative business leader experienced in software, systems, solutions consulting, sales and enterprise technology. He has extensive experience in helping organizations transform their business processes with technology. In his current role, Jesse deliver

• NICE - Andrea Matsuda
  — Presented By:
  

  Andrea Matsuda Product Marketing, NICE Andrea has spent the majority of her career in the contact center world. After graduating from the University of Nebraska-Lincoln with a bachelor degree in International Business and Global Studies, with an emphasis on French and Japanese languages, she joined TD Amer

• Top 5 Tricks - Digital CX That’s One Step Ahead of Your Customer
  — Presented By: NICE CXone
  

  Join us in this fun and informative webinar to learn about the tools and best practices that help you succeed in providing the exceptional experiences your customers want.

• 3 Keys to AI Success in the Contact Center
  — Presented By:
  

  ujet.july2022 ujet slides.july2022 This webinar will discuss how contact centers can uncover, evaluate, and build their case for leveraging artificial intelligence in the most impactful way.

• Make Every Interaction Better Than Expected!
  — Presented By: NICE CXone
  

  Discover the new tools you need to create an on-point customer experience that wows consumers at every point in their journey.

• Verint - Aditi Mehta
  — Presented By:
  

  Aditi Mehta Product Marketing Director, Verint Aditi recently joined the Verint Experience Management team and is diving headfirst into the world of customer experience, feedback, and customer analytics. In her role as Director, Go-to-Market, Aditi focuses on the positioning, messaging, and growth of the V

• 4 Ways to Fight Customer Service Inflation
  — Presented By:
  

  uipath recording june 2022 uipath june 2022 Watch this webinar to learn about how the industry is containing customer service costs by better leveraging the systems and people they have in place today.

• NICE - Mike Dodge
  — Presented By:
  

  Mike Dodge Director of Value Realization Services, NICE

• How to Mitigate the Risk of Defects and Failures in your CX
  — Presented By:
  

  Cyara june 2022 Cyara.june2022 Delivering a great customer experience is no simple task. Business needs and customer expectations are ever changing, and the underlying technology is complex. Making sure it all works seamlessly is paramount to your success.

• Verint - Trudy Cannon
  — Presented By:
  

  Trudy Cannon Director – GTM Strategy, Verint® Workforce Engagement Management Solutions, Verint® Systems Inc. Trudy Cannon is Verint’s Director of GTM Strategy supporting the Workforce Engagement Management suite including Workforce Management, Verint Monet, Performance Management, Quality Management and

• UJET - Nate Peace
  — Presented By:
  

  Nate Peace Senior Director of Solutions Consulting at UJET Nate is the Senior Director of Solutions Consulting at UJET, a technical team that serves as product and industry experts to help solve for customer needs. Before UJET, Nate was the Operations Manager at SpotHero and made SaaS purchasing decisions

• UJET - Justin Robbins
  — Presented By:
  

  Justin Robbins Senior Director, Corporate Communications and Evangelism at UJET Justin is a researcher, educator, & advisor who’s spent the past two decades helping businesses define and deliver exceptional customer experiences. He’s developed industry training and certification programs, authored nume

• 3 Keys to AI Success in the Contact Center
  — Presented By: UJET
  

  Artificial intelligence is an increasing part of the conversation when it comes to how contact centers can scale great customer experiences.

• Verint - Jason Valdina
  — Presented By:
  

  Jason Valdina Senior Director, GTM Strategy, Digital-First Engagement Channels, Verint Jason is an accomplished digital strategy and customer experience professional and is the Senior Director of Digital-First Engagement Channel Strategy at Verint, a customer engagement software solutions provider based in

• Forrester - Julie Ask
  — Presented By:
  

  Julie Ask Vice President, Principal Analyst, Forrester Research Julie serves eBusiness & Channel Strategy Professionals. Her nearly 30 years of work experience is balanced between the engineering and management consulting work she did in the first half of her career and her work as an analyst for the p

• 4 Ways to Fight Customer Service Inflation
  — Presented By: UiPath
  

  Many consumers still prefer to speak with a live customer service rep. However, the cost of delivering customer service with live agents has increased substantially during the great resignation.

• UiPath - Brad Beumer
  — Presented By:
  

  Brad Beumer Customer Experience and Contact Center Professional, UiPath Brad helps UiPath's clients and partners envision the role of automation in their end-to-end customer experience and contact center journeys. Brad has been delivering customer experience automation and contact center solutions for over

• Cyara - Bill LaRuffa
  — Presented By:
  

  Bill LaRuffa Director, Global Solution Architect, Cyara For the last 20+ years Bill has experienced all sides of delivering great customer experiences.  He started out working for a global BPO in the dot com era, building and setting up customer contact centers offshore. Bill has also helped companies dur

• How to Mitigate the Risk of Defects and Failures in your CX
  — Presented By: Cyara
  

  Delivering a great customer experience is no simple task. Business needs and customer expectations are ever changing, and the underlying technology is complex. Making sure it all works seamlessly is paramount to your success.

• 10 KPIs You Need to Measure to Prevent Agents from Leaving
  — Presented By:
  

  nice cxone recording april nice cxone.april2022 Discover ten critical KPIs and strategies that help your contact center increase agent effectiveness, improve customer interactions and reduce employee turnover.

• How to Transform the Customer Experience with a Design-led Agent Experience
  — Presented By: 8x8
  

  Join this conversation about the importance of design-led, workflow-focused agent experiences and the impact on the future of CX.

• 8x8 - Dhwani Sonhi
  — Presented By:
  

  Dhwani Sonhi VP, Product Management and User Experience Design, 8x8 Dhwani Soni is working at 8x8 as Vice President for Product and User Experience Design. She is responsible for leading the strategy, vision, and user experience for the company’s integrated cloud communications, collaboration, and contact

• Constellation Research Inc - Ray Wang
  — Presented By:
  

  R "Ray" Wang Principal Analyst and Founder, Constellation Research, Inc. R “Ray” Wang is the CEO of Silicon Valley based Constellation Research Inc., He co-hosts DisrupTV, a weekly enterprise tech and leadership webcast that averages 50,000 views per episode and blogs at www.raywang.org. His ground-breakin

• Verint - Steve Davies
  — Presented By:
  

  Steve Davies Senior Marketing and Communications Manager, Verint Steve is a senior marketing and communications manager at Verint, who was editor and project manager on the 2022 Engagement Capacity Gap report. He is a content marketer, writing and editing pieces predominantly focused on research and da

• Verint - Dave Singer
  — Presented By:
  

  Dave Singer VP, GTM Strategy, Verint Dave is responsible for driving the GTM strategy for Verint’s industry leading solutions including Experience Management, Workforce Management, Quality Management, Performance Management, and Engagement Data Management. The strategy is based on developing innovative mes

• 10 KPIs You Need to Measure to Prevent Agents from Leaving
  — Presented By: NICE CXone
  

  Sixty-one percent of companies are having a difficult time retaining employees. If you feel their pain, it’s time for your contact center to become the employer of choice.

• Lopez Research - Maribel Lopez
  — Presented By:
  

  Maribel Lopez Founder, Lopez Research Maribel is the founder of Lopez Research, a market research and strategy consulting firm. She’s also the co-founder of the Emerging Technology Research Council, a community of business and technical leaders in Fortune 1000 companies focused on driving innovation and b

• Verint - Celia Fleischaker
  — Presented By:
  

  Celia Fleischaker Chief Marketing Officer, Verint Celia Fleischaker has more than 20 years of enterprise software marketing experience, and currently serves as the Chief Marketing Officer for Verint, responsible for developing and executing brand and marketing strategies to build Verint’s success as a lead

• NICE CXone - Jay Clark
  — Presented By:
  

  Jay Clark Channel Marketing Director, NICE CXone Jay has over 15 years of experience developing Go To Market strategies and programs for partners in a variety of areas—from publishing to emerging technologies. He provides assistance to empower resellers and their customers to reach their customer experienc

• RingCentral - Geeta Menon
  — Presented By:
  

  Geeta Menon Senior Product Marketing Manager, RingCentral Geeta is a Senior Product Marketing Manager for customer experience (CX) products at RingCentral. She specifically focuses on Workforce Engagement Management. In her free time, she loves to read fiction and travel.

• NICE - Dana Shalev
  — Presented By:
  

  Dana Shalev Head of Product Marketing at NICE WEM LOB Dana is a veteran marketing professional with more than ten years of experience in product marketing and content creation. Dana brings vast experience working for leading global companies in diverse industries. Her forte is turning technology into a sto

• NICE - Brent Haferkamp
  — Presented By:
  

  Brent Haferkamp Product Manager, NICE Brent is product manager for Forecasting and Enhanced Strategic Planner (ESP) and has been in the workforce management industry for 24 years.  He is an International Customer Management Institute (ICMI) Certified Associate and Consultant and a Workforce Management Sof

• Calabrio - David Bunch
  — Presented By:
  

  David Bunch Product Marketing Manager, Calabrio WFM Davis has been in the customer service and customer support space for over 8 years in various roles (SaaS, Consulting, Corporate).

• NICE - Amber Simpson
  — Presented By:
  

  Amber Simpson Senior Marketing Manager, NICE Amber is a Senior Product Marketing Manager at NICE dedicated to driving successful customer experience and employee engagement for contact centers globally.  Her pursuit to ensure optimal staffing levels and business goal alignment is empowered by evangelizing

• NICE - Paul Najdzin
  — Presented By:
  

  Paul Najdzin Solution Sales Executive, NICE Paul Najdzin is a Workforce Management Solution professional with 18 years of experience helping customers deploy WFM in contact centers and back-office environments.   He is passionate about assisting customers in engaging their agents and employees.   He spent

• NICE CXone - Justin O'Brien
  — Presented By:
  

  Justin O’Brien VP, Account Management, NICE CXone Justin is VP of Account Management at NICE CXone, responsible for empowering customers with tools and knowledge to overcome the business challenges of today (and those lurking around the corner). He is a 15+ year veteran in the workforce engagement space an

• NICE CXone - Rachel Macha
  — Presented By:
  

  Rachel Macha Head of Enterprise – Customer Success, NICE CXone Rachel is a senior executive with over 25 years of experience in Customer Experience and Business Transformation including strategy, digitalization, and change management and continuous improvement. She leverages her background and experience i

• NICE CXone - Fernando Lopez
  — Presented By:
  

  Fernando Lopez Sales Engineer, NICE CXone Fernando Lopez is a Sales Engineer who comes from a strong solutions background, demonstrating the NICE CXone best-in-class Omnichannel experience, helping them meet their goals and passionately committed to improving customer experiences. He also enjoys hiking and

• NICE CXone - Mechele Herres
  — Presented By:
  

  Mechele Herres Sr. Product Marketing Manager, NICE CXone Mechele is a Senior Product Marketing Manager at NICE CXone responsible for all things Workforce Engagement Management. Before joining NICE CXone, Mechele held both B2B and B2C roles in technology companies focusing on customer success in verticals s

• RingCentral Adelaide Pastre
  — Presented By:
  

  Adélaïde Pastré Product Marketing Team Leader at RingCentral Engage Digital

• Vonage - Kay Phelps
  — Presented By:
  

  Kay Phelps Principle, Contact Center Solutions, Vonage Kay Phelps is a Contact Center Practice Leader at Vonage. As a 20+ year veteran in contact centers, Kay’s experience spans product development, systems engineering, product management and product marketing. As a frequent blogger, author, and presenter,

• Vonage - Jonathan Kershaw
  — Presented By:
  

  Jonathan Kershaw Director of Product Management, Vonage Jonathan joined Vonage in 2017 as Director of Product Management, where he oversees support of the Company’s product portfolio through messaging, collateral and education of the sales and implementation teams. In his role, Kershaw is focused on softw

• NICE - Andy Traba
  — Presented By:
  

  Andy Traba Director of Product, NICE Andy is a Director of Product who helps premier brands have better conversations with their customers. As an innovator in the field of Behavioral Analytics, Andy has been instrumental in the creation, go-to-market strategy, and evolution of personality-based products t

• Sharpen - Adam Harrison
  — Presented By:
  

  Adam Harrison Senior Data Science Engineer, Sharpen Adam has over ten years of contact center experience in a variety of positions, including systems integration, contact center implementation, and project management at companies such as Genesys and Interactive Intelligence. Adam has been at Sharpen for t

• Forrester - Dean Davison
  — Presented By:
  

  Dean Davison Manager, Principal Consultant, Forrester Dean has extensive experience in the buy side of technology, advising customers in purchasing and implementing solutions, including interacting with CIOs on six continents. His experience also includes sell-side work in sales-focused marketing function

• Thrio - Lance Fried
  — Presented By:
  

  Lance Fried Chief Marketing Officer, Thrio, Inc Lance is the Chief Marketing Officer at Thrio, a leading CCaaS provider.  He is a recognized cloud software evangelist focused on marketing, strategy, product, team building and driving revenue growth for emerging high-technology companies. Lance has spent th

• Playvox - Kristyn Emenecker
  — Presented By:
  

  Kristyn Emenecker Chief Product and Strategy Officer, Playvox Kristyn has been a leading voice in the WFO and contact center industry for more than 20 years.  She has honed that love for customer in a variety of senior leadership roles across SaaS product/technology, operational, consulting, sales/marketin

• Experience Investigators - Jeannie Walters
  — Presented By:
  

  Jeannie Walters CEO, Experience Investigators For more than 20 years, Jeannie Walters, CCXP has had one mission: To Create Fewer Ruined Days for Customers™. She is the CEO and Founder of Experience Investigators, a global customer experience consulting firm helping companies improve loyalty and retention,

• Calabrio - Alex Wareham
  — Presented By:
  

  Alex Wareham Pre-Sales Engineer, Calabrio Alex is a Pre-Sales Engineer and former Product Knowledge Manager at Calabrio, bringing 20+ years of call center experience to the team. Prior to his role at Calabrio, he created and implemented workforce management procedures, developed innovative scheduling pract

• Playvox - Jen Waite
  — Presented By:
  

  Jennifer Waite VP, Product Marketing, Playvox Jennifer has been in the customer experience and contact center industry for the past 30 years, focused on defining and implementing market strategies to support cloud contact center solutions market position, market segmentation, launch plans, and messaging. A

• First Orion - Donnie Gates
  — Presented By:
  

  Donnie Gates SVP of Business Development, First Orion

• First Orion
  — Presented By:
  

  First Orion Transparency in Communication Our Mission: We provide transparency in communication that empowers people to trust their phones again.

• Shiftsmart - Aakash Kumar
  — Presented By:
  

  Aakash Kumar Founder & CEO, Shiftsmart Aakash Kumar founded Shiftsmart to execute his vision of empowering today’s rapidly expanding labor workforce to maximize their employment opportunities and help usher in a future where they can work exclusively based on their preferences. Kumar’s forward-thin

• Shiftsmart - Sahil Mehta
  — Presented By:
  

  Sahil Mehta Vice President, Sales, Shiftsmart Sahil is responsible for Shiftsmart’s global expansion, top-line growth, and customer success. Since joining Shiftsmart in 2017, Mehta has held key leadership positions in the areas of business development, client engagement, and delivery. Prior to joining Shif

• Language io - Heather Morgan Shoemaker
  — Presented By:
  

  Heather Morgan Shoemaker CEO, Language I/O Heather is the mastermind behind Language I/O’s core technology.  Prior to co-founding Language I/O, Heather was well-known for globalizing code for Fortune 500s. She was also the senior director of Product Management and Globalization for eCollege, which was

• Amazon Connect - Dominic Catalano
  — Presented By:
  

  Dominic Catalano Senior Solutions Architect - Amazon Connect Dominic’s role is to help governments, non-profits, educational institutes, and federal agencies build solutions that better serve their citizens, members, and stakeholders. He specializes in disruptive technologies that allow organizations t

• Amazon Connect - Angie Talley
  — Presented By:
  

  Angie Talley Consultant, Amazon Connect Angie Talley is an Amazon Connect Consultant with AWS Professional Services. She has a background in software engineering and consulting, and has worked in the contact center space for over 13 years. She has been with AWS in the Amazon Connect Global Specialty Practi

• Amazon Connect - Naomi Hall
  — Presented By:
  

  Naomi Hall Senior Migration Consultant, Amazon Connect Naomi Hall is a Sr. Connect Migrations consultant with AWS Professional services. She has worked in the contact center space for over 23 years, in roles ranges from telecom/routing engineer to director/product owner of omni channel solutions. She has b

• CX Expert - Shep Hyken
  — Presented By:
  

  Shep Hyken Author, CX Expert Shep is a customer service and experience expert and the Chief Amazement Officer of Shepard Presentations.  He is a New York Times and Wall Street Journal bestselling author and has been inducted into the National Speakers Association Hall of Fame for lifetime achievement in t

• NICE inContact - Lisa Hotchkiss
  — Presented By:
  

  Lisa Hotchkiss Principal Solutions Marketing, NICE inContact Lisa is the marketing lead for NICE inContact Solutions, CRM Integrations and the DEVone Partner Ecosystem. She brings more than 20 years of experience working for leading contact center technology companies in various roles, including product l

• Opus Research - Derek Top
  — Presented By:
  

   

• Tech Tank - Preparing for the Future of WFM
  — Presented By:
  

  Click here to view the recording Click here to download the slides

• Verint - Ryan Hollenbeck
  — Presented By:
  

  Ryan Hollenbeck SVP, Global Marketing, Verint Verint’s Ryan Hollenbeck, Senior Vice President, Global Marketing, has spent 20 years helping Verint focus on the best ways to serve its customers — and thus help successful companies around the world best serve their customers.

• Ventana Research - Keith Dawson
  — Presented By:
  

  Keith Dawson VP & Research Director, Customer Experience, Ventana Research Keith brings three decades of experience covering customer service and contact centers, specializing on how to facilitate engagement and optimize the customer experience.

• Calabrio - Dave Hoekstra
  — Presented By:
  

  Dave Hoekstra WFM Evangelist, Calabrio Dave has spent his entire professional career in customer service, but it wasn’t until he found WFM that he found his true passion. With over 20 years in WFM, Dave has gained insight into the real world challenges of working in today’s customer service. He is one of t

• Calabrio - Shane Corey
  — Presented By:
  

  Shane Corey Workforce Management Consultant, Calabrio Shane is a visionary leader and contact center professional with nearly 20 years proven experience achieving breakthrough results for both contact center and technology companies. He has a reputation for being a strong motivator, having an impeccable wor

• Nuance - Joe Petro
  — Presented By:
  

  Joe Petro Executive Vice President and CTO, Nuance Joe assumed the role of executive vice president and chief technology officer in September 2018. He is responsible for overseeing research, platform development, application development, dev ops, and cloud readiness for the company.

• Best Buy Health - Deborah DiSanzo
  — Presented By:
  

  Deborah DiSanzo President, Best Buy Health Deborah is president of Best Buy Health for Best Buy Co. Inc. In this role, she is responsible for the company’s health strategy, with a particular focus on bringing health technology into the home to help people live better, safer and more independent lives.

• Plum Voice - Matt Ervin
  — Presented By:
  

  Matt Ervin CEO, Plum Voice

• Vonage - Brian Gilman
  — Presented By:
  

  Brian Gilman Product Marketing, Vonage Brian is responsible for the go-to-market vision and strategy for the Vonage Product portfolio. Spending more than a decade building solutions-based marketing functions, Brian has a proven record of success in developing and implementing strategic B2B marketing plans

• Nuance - Abhay Prasad
  — Presented By:
  

  Abhay Prasad Senior Director, Product Management - Intelligent Engagement, Nuance

• Opus Research - Dan Miller
  — Presented By:
  

  Dan Miller Lead Analyst and Co-founder, Opus Research

• Verint - Jon Allen
  — Presented By:
  

  Jon Allen VP & GM, Communities & Web Self-Service, Verint

• Verint - Iain Daws
  — Presented By:
  

  Iain Daws Director, Content Marketing, Verint

• Verint - John Chmaj
  — Presented By:
  

  John Chmaj Sr. Practice Director, Knowledge Management, Verint Global Consulting Services

• Verint - Tracy Malingo
  — Presented By:
  

  Tracy Malingo SVP of Product Strategy, Verint

• SmartAction - Brian Morin
  — Presented By:
  

  Brian Morin Brian Morin, CMO, SmartAction Brian is the head of marketing for SmartAction where their obsession with creating frictionless customer experiences with conversational AI has led to its standing as the top-rated Virtual Customer Assistant solution on Gartner Peer Insight and distinction as “The

• SmartAction - Mark Landry
  — Presented By:
  

  Mark Landry Mark Landry, VP Product, SmartAction Mark Landry began his career as a Lucasfilm intern before attending film school at the University of Southern California. After earning his MFA, Mark started his career as an award-winning screenwriter for Nickelodeon, The Disney Channel, and Amazon Studios.

• SmartAction - Marilyn Cassedy
  — Presented By:
  

  Marilyn Cassedy Marilyn Cassedy, Director of Customer Success, SmartAction Marilyn has worked in software Sales and Customer Success roles catering to enterprise clients in the customer service space for over 8 years. She oversees the Customer Success department at SmartAction where she ensures clients r

• Shellpoint - Patrick Landis
  — Presented By:
  

  Patrick Landis Director of Quality Control, Shellpoint Mortgage Servicing With 20 years of mortgage servicing industry experience and over 10 years specifically to Quality Control and Compliance, Patrick Landis has been directing Call Miner operations at Shellpoint Mortgage Servicing since its inceptio

• Shellpoint - Carlo Santana
  — Presented By:
  

  Carlo Santana Quality & Speech Analyst, Shellpoint Mortgage Servicing Carlo has been with Shellpoint Mortgage for 4 months as a speech analyst. Prior to joining Shellpoint, Carlo was in quality assurance at another organization where he had his first introduction to CallMiner and transitioned to a spee

• Shellpoint - Jeremy Schaffer
  — Presented By:
  

  Jeremy Schaffer Speech Analytics - Analyst, Shellpoint Mortgage Servicing Jeremy is responsible for front end maintenance as well as search and category builds at ShellPoint Mortgage Servicing. He also functions as a liaison, gathering requirements for future builds from current business partners and intro

• Nuance - Tony Lorentzen
  — Presented By:
  

  Tony Lorentzen SVP Intelligent Engagement Solutions, Nuance Enterprise Division Tony has more than 25 years of experience in the technology sector, spending the last 17 with Nuance where he is currently the SVP of Intelligent Engagement Solutions within the Enterprise Division. Before that he served as the

• Globe Life - Chris Lindsey
  — Presented By:
  

  Chris Lindsey Division VP, Marketing Information Systems, Globe Life Direct to Consumer

• First Orion - Matt Rateliff
  — Presented By:
  

  Matt Rateliff VP of Sales Enablement, First Orion

• NICE inContact - Chris Bauserman
  — Presented By:
  

  Chris Bauserman VP, Product and Segment Marketing, NICE inContact Chris Bauserman is VP, Product and Segment Marketing at NICE inContact, a NICE company. Chris has successfully driven technology strategy and go-to-market (GTM) growth initiatives for software startups and large enterprises over the past 20

• NICE inContact - Vit Horky
  — Presented By:
  

  Vit Horky Senior Director Digital Experience, NICE inContact Vit co-founded Brand Embassy, acquired by NICE inContact, to help build better human connections between customers and brands. Before Brand Embassy, Vit founded a European digital communications agency (successfully exited) and software distribut

• Fonolo - Chris McLean
  — Presented By:
  

  Chris McLean VP of Strategic Accounts, Fonolo Chris joined Fonolo in 2010 after a career in enterprise sales with IBM/Watchfire. Chris has been responsible for working closely with our founders to create a mutually beneficial licensing model, and managing the accounts of our most strategic customers. Chris

• NICE inContact - Nadim Hajje
  — Presented By:
  

  Nadim Hajje VP, Information Technology & Data Analytics, NICE inContact

• Frontline Group - Jill Blankenship
  — Presented By:
  

  Jill Blankenship CEO, Frontline Group, LLC

• Coast Capital Savings - Chad Vestergaard
  — Presented By:
  

  Chad Vestergaard Vice President – Advice Centre, Coast Capital Savings

• NICE inContact - G3 Krishnamurthy
  — Presented By:
  

  Gayatrhi (G3) KRishnamurthy Product Marketing Director, NICE inContact

• UJET - Josh Mazgelis
  — Presented By:
  

  Josh Mazgelis Solutions Consultant, UJET

• Cocktails with Kristyn
  — Presented By:
  

   

• Emenecker - Kristyn
  — Presented By:
  

  Kristyn Emenecker A Leading Voice in CX and Contact Center Industry Passionate about all things customer, Kristyn has been a leading voice in the CX and contact center industry for more than 20 years.  She has honed that love for customer in a variety of senior leadership roles across SaaS product/technol

• 8x8 - Chris Marron
  — Presented By:
  

  Chris Marron Director of Market Intelligence, 8x8 A leading customer experience expert and speaker, Chris has held a broad portfolio of roles in a variety of countries and cultures. His experience includes time spent both as an industry analyst as well as within the industry and he leverages this to del

• Forrester - Kate Leggett
  — Presented By:
  

  Kate Leggett VP and Principal Analyst, Forrester Research

• Nuance - Seb Reeve
  — Presented By:
  

  Seb Reeve Director, Intelligent Engagement, Nuance Communications

• Nuance - Josefine Fourage
  — Presented By:
  

  Josefine Fourage Senior Principal Solutions Marketing Manager, Nuance Communications

• Vonage - Lori Stout
  — Presented By:
  

  Lori Stout Director, Product Marketing, Vonage Lori Stout joined Vonage in 2019. In this role, she is focused on integrations between contact center solutions, unified communications and APIs as a driver for better customer and employee experiences. She has more than 15 years of experience in product and c

• NICE - Nathan Stearns
  — Presented By:
  

  Nathan Stearns VP WFO Product Strategy, NICE Nathan has been with NICE Systems for 22 years, which includes his tenure at IEX. Prior to joining IEX in 1997, he worked 10 years at Sprint Telecommunications as a project manager and as Group Manager of the National Resource Management and Call Traffic Manage

• Cogito - Steve Kraus
  — Presented By:
  

  Steve Kraus SVP Marketing, Cogito Steve brings over twenty years of experience in marketing, selling, and delivering customer engagement solutions to the world’s most customer-centric organizations. Prior to joining Cogito, Steve led product marketing for Pegasystems CRM suite of applications, and led go-t

• 2021 Sharpen Series
  — Presented By: Sharpen
  

   

• Genesys - Shawn McCormick
  — Presented By:
  

  Shawn Mccormik Senior Solution Architect, Genesys Shawn has 20 years of experience in the Workforce Optimization/Workforce Engagement Management space, evolving from the fundamentals of Workforce Management to advocating employee engagement, cloud deployment, customer experience, and automation. Conne

• Genesys - Jeff Whitt
  — Presented By:
  

  Jeff Whitt Senior Lead Workforce Engagement, Genesys Enterprise Solutions Subject Matter Expert - Results-oriented professional with more than 20 years experience in Interaction Management, Workforce Optimization, and Back Office solutions in premise, hosted, and cloud environments.

• Real Numbers - Ric Kosiba
  — Presented By:
  

  Ric Kosiba Chief Data Scientist, Sharpen

• Edify - Cameron Weeks
  — Presented By:
  

  Cameron Weeks Co-Founder, CEO, Edify Labs Cameron is the driving force behind Edify. He guides the team to think and act differently when it comes to changing the way companies connect with their customers and employees interact with each other. Under his leadership, Edify is developing new business in exi

• 8x8 - Patrick Russell
  — Presented By:
  

  Patrick Russell Director Product Marketing, 8x8 As a 17-year industry veteran, Patrick Russell understands every element of contact center operations, including people, processes and technology. A prolific thought leader and content producer, Patrick has guided countless individuals—including customers, pa

• Calabrio - Mark Fagus
  — Presented By:
  

  Mark Fagus Contact Center Analytics Consultant, Calabrio With over 25 years in contact center leadership experience and 8 years of contact center software configuration, design and support, Mark Fagus is a whiz in the realm of quality management (QM), workforce management (WFM) and analytics within the con

• Calabrio - Robin Butterfield
  — Presented By:
  

  Robin Butterfield Contact Center Analytics Consultant, Calabrio Robin has three decades of experience working with technology including data networking, telephony, and enterprise solutions. After 20 years in product management and marketing, Robin has found her greatest passion in application and business

• Roundtables
  — Presented By: CrmXchange
  

    February     Preparing for the Future of WFM  May Best Practices and Strategies for a Work from Home Customer Service July Best Practices in WFO  August CX Megatrends to Watch in 2022  September Seamless Customer

• 2023 Roundtable Series
  — Presented By: CrmXchange
  

   

• QATC - SWPP - Vicki Herrell
  — Presented By:
  

  Vicki Herrell Executive Director, QATC and SWPP Vicki oversees the strategic direction and the day-to-day operations of SWPP and QATC. She brings to the position over 16 years of experience in the call center and WFM industry. She is the editor of SWPP’s On Target newsletter and the WFM Expert Solutions bo

• Jacada - Matthew Storm
  — Presented By:
  

  Mat Storm Contact Center Expert and Speaker, Jacada

• Removing Barriers to a Successful Digital Strategy
  — Presented By:
  

  VHT Feb 2019 vht.feb2019 Chatbots and AI offer a compelling vision for the future of customer interactions with an alluring ROI.  When designing and implementing your digital strategy, organizations need to take into account both the customer's and the company’s intent. Listen to this webinar for ex

• Workforce Planning in a Digital World
  — Presented By:
  

  Genesys Digital Oct 2019 genesys.oct2019 Planning for multi-skill, multi-site, and multi-channel contact centers is a difficult problem. Each channel and each skill have different demand profiles, each agent has different efficiencies associated with each skill and channel, and handle times vary by

• 1 Test Webcast Recording
  — Presented By:
  

  Aspect March 2019 Audio File Test roundtable.may2018 Nulla non libero finibus arcu porta eleifend. Lorem ipsum dolor sit amet, consectetur adipiscing elit. Donec tincidunt placerat nunc, vitae dapibus lacus cursus sit amet. Mauris ipsum mauris, rhoncus sed orci in, sagittis tincidunt magna. Fusce e

• NICE Nexidia - Kristie O’Donnell
  — Presented By:
  

  Kristie O’Donnell Director of Solution Architecture, NICE Nexidia As a 14-year Mattersight veteran, Kristie has developed an expertise in predictive behavioral routing and analytic solutions to apply information-driven analytic approaches to solve complex and ambiguous business problems within Fortune orga

• Nuance - Dima Cichi
  — Presented By:
  

  Dima Cichi Senior Principal Product Manager, Security and Biometrics, Nuance

• Nuance - Simon Marchand
  — Presented By:
  

  Simon Marchand Chief Fraud Prevention Officer, Nuance

• Nuance - Brett Beranek
  — Presented By:
  

  Brett Beranek Vice President and General Manager, Security and Biometrics, Nuance

• RingCentral - John Finch
  — Presented By:
  

  John Finch AVP of Contact Center Product Marketing, RingCentral John is responsible for the strategy and execution of RingCentral’s global customer engagement marketing efforts. He has held leadership roles in product marketing, product management, and sales with leading technology companies. Prior to join

• NICE - Lonnie Johnston
  — Presented By:
  

  Lonnie Johnston Senior Director of Customer Success, NICE Lonnie leads NICE’s global automation customer success practice, helping NICE’s customer base to achieve their desired business outcomes through Robotic Process Automation. He brings a successful track record of over 20 years of experience in the Cu

• Language IO - Kaarina Kvaavik
  — Presented By:
  

  Kaarina Kvaavik Co-Founder, Language IO Kaarina has been in the high-tech and language industries for more than 20 years. She managed business development, sales, marketing, operations and personnel for corporations including Digital Equipment, Dragon Systems and PC DOCS. She has also held executive ma

• Plum Voice - Nogol Tardugno
  — Presented By:
  

  Nogol Tardugno Director of Customer Success, Plum Voice With over 18 years of experience, Nogol is passionate about delivering the best customer journey through the use of technology. She has a background in Computer Information Systems and has worked in financial, digital marketing and CPaaS industries.

• Ringcentral - Max Ball
  — Presented By:
  

  Max Ball Director, Contact Center Marketing RingCentral

• NICE CXone - Tamsin Dollin
  — Presented By:
  

  Tamsin Dollin Senior Product Marketing Manager, NICE inContact With 20 years in technology, she’s crafted a range of compelling content – from technical to marketing. Tamsin has helped dozens of contact center teams to optimize and transform their operations as a trainer for the past 9 years. She is a stor

• NICE - Catherine G
  — Presented By:
  

  Catherine G

• DMG Consulting - Donna Fluss
  — Presented By:
  

  Donna Fluss President of DMG Consulting LLC Donna Fluss is President of DMG Consulting LLC. For more than two decades she has helped emerging and established companies develop and deliver outstanding customer experiences. A recognized visionary, author and speaker, Donna drives strategic transformation and

• Aberdeen - Omer Minkara
  — Presented By:
  

  Omer Minkara VP & Principal Analyst , Contact Center & Customer Experience Management, Aberdeen

• CallMiner - Lauretta Campestre
  — Presented By:
  

  Sr. Director, Customer Success, CallMiner

• CallMiner - Misty Mastracco
  — Presented By:
  

  Sr. Director, Customer Success, CallMiner

• NICE Nexidia - Andy Traba
  — Presented By:
  

  Andy Traba Director of Product, Mattersight Andy Traba is a Director of Product who helps premier brands have better conversations with their customers.  As an innovator in the field of Behavioral Analytics, Andy has been instrumental in the creation, go-to-market strategy, and evolution of personality-ba

• NICE inContact - Shawna Malecki
  — Presented By:
  

  Shawna Malecki Sr. Product Marketing Manager, NICE inContact Shawna is a Sr. Product Marketing manager at NICE inContact and is responsible for product marketing activities for CXone Analytics solutions. Before joining NICE inContact, she held roles in product & solutions marketing, demand generation a

• Employbridge - Dale Sturgill
  — Presented By:
  

  Dale Sturgill Vice President Callcenter Operations, Employbridge

• Verint - Andressa Marlan
  — Presented By:
  

  Andressa Marlan Product Strategy Manager, Verint Andressa Marlan joined Verint in 2012 and is a product strategy manager.  A former contact center, WFM practitioner, Andressa has managed both internal and BPO teams with sizes ranging from 200 to 9,000 agents. For the last decade, she has leveraged that exp

• RoadVantage - Frank Diaz
  — Presented By:
  

  Frank Diaz Director of Operations, RoadVantage Frank brings to RoadVantage a vast knowledge of the insurance industry and contact center operations, gained through his work with several well-known P & C organizations such as Allstate, USAA and General Casualty. Frank held key roles in claims, under

• Talkdesk - Jafar Adibi
  — Presented By:
  

  Jafar Adibi Head of Data Science and AI, Talkdesk Jafar Adibi is the Head of Data Science and AI at Talkdesk where his main focus is building AI enabled intelligent contact centers. Prior to joining Talkdesk, Jafar developed advanced Machine Learning solutions for understanding people behavior and consume

• talkdesk - steve bell
  — Presented By:
  

  Steve Bell Director of Product Marketing, Talkdesk Steve Bell is a 30-year industry veteran in the contact center and CRM space, where he has applied his product marketing passion and expertise at companies such as Genesys, E.piphany, Peoplesoft, RightNow Technologies and Salesforce. Today, Steve is Direct

• TechSee - Tom Tseki
  — Presented By:
  

  Tom Tseki VP Sales North America, TechSee Tom Tseki is TechSee's vice president sales, North America. Tom is a contact center industry veteran, whose experience and expertise include helping Fortune 500 organizations implement and leverage omnichannel customer care strategies to improve CX while reducing c

• NICE - Karen Inbar
  — Presented By:
  

  Karen Inbar Solution Marketing, NICE Karen Inbar is a Solution Marketer for NICE Real-Time Solutions. Karen brings over 15 years of experience in marketing strategy and product marketing, acquired while working for leading global high-tech companies.

• Jacada - Michael Haisten
  — Presented By:
  

  Michael Haisten Principal Consultant, Intelligent Self-Service Solutions, Jacada Michael began his career in customer experience with spending 8 years at EarthLink leading their self-service and channel strategy initiatives including natural language IVR, chat, and web self-service.  He then moved into the

• Verint - Tim Whiting
  — Presented By:
  

  Tim Whiting VP, Marketing, Verint Tim is VP of Marketing at Verint and a digital CX/Voice of Customer expert. He is a veteran technology marketing leader with 20 years of hands-on experience aggressively growing brands, leading dozens of product launches and driving revenue growth in competitive environmen

• NICE - Kim Steele
  — Presented By:
  

  Kim Steele Solutions Engineer, NICE Kim Steele has been working with contact centers for more than 20 years. Through various positions in training, quality, and business intelligence, Kim has a passion for partnering with contact centers to improve key metrics and agent performance. In the last 8 years wit

• nVoq - GP Ciancio
  — Presented By:
  

  GP Ciancio Senior Sales Engineer, nVoq GP is responsible for product demos, new customer onboarding and onsite/partner developer training. GP’s background in wealth management, banking, telecommunications and web development contributes to his expertise in workflow discovery and shortcut development for co

• NICE Nexidia - Ken Brisco
  — Presented By:
  

  Ken Brisco Senior Product Marketing Manager, NICE Nexidia

• nVoq - Clint Wilson
  — Presented By:
  

  Clint Wilson Customer Experience Superstar, nVoq

• nVoq - Deborah Gillotti
  — Presented By:
  

  Deborah Gillotti Chief Operating Officer, nVoq ebbi is responsible for sales, marketing, product management and customer experience functions at nVoq. She’s held senior global leadership positions in sales and marketing at companies including Microsoft, Quest Diagnostics/MedPlus, and Healthphone Solutio

• nVoq - Matt Tillman
  — Presented By:
  

  Matt Tillman VP, Customer Success Matt is responsible for ensuring nVoq partners and customers have a superior experience in utilizing the nVoq platform. He is a former Accenture partner, with deep expertise in work center and call center processes, operations and technology improvement. Matt has an ext

• Why Every Contact Center Needs Performance Management
  — Presented By:
  

  Click here for the mp4 recording. Click here to listen to the mp3 recording. Click here toview the slides.

• NICE inContact - Sue Marchant
  — Presented By:
  

  Sue Marchant Principle Product Manager, NICE inContact Sue is the Principal Product Manager for CXone Analytics at NICE, overseeing speech analytics and NLU technologies for multiple products and platforms, including CXone Interaction Analytics Pro, CXone Quality Management Analytics, and the CXone Analyti

• Cyara - Mike Monegan
  — Presented By:
  

  Mike Monegan VP Product Management, Cyara

• Genesys - Leor Grebler
  — Presented By:
  

  Leor Grebler Product Manager, AI in WEM, Genesys Leor Grebler is the product manager for artificial intelligence in Workforce Engagement Management at Genesys. He has 15 years of technology experience including IBM, Clearpath Robotics, Quanser Consulting, and working with several startups - The Fundi

• NICE inContact - Lauren Comer
  — Presented By:
  

  Lauren Comer Senior Product Marketing Manager, NICE inContact Lauren is a Senior Product Marketing Manager with NICE inContact, focusing on Workforce Optimization. Prior to her role in marketing, Lauren spent time with NICE inContact in Sales Engineering and Business Consulting. She previously led customer

• Voxai - Sherry Hollis
  — Presented By:
  

  Sherry Hollis Speech Analytics and Human Factors, Voxai Sherry Hollis leads the speech analytics and human factors practice at Voxai. She has over 30 years of experience implementing highly customized, tightly integrated, consistently available and secure customer experience solutions for companies of all

• Voxai - James Tiller
  — Presented By:
  

  James Tiller VP, Strategic Sales, Voxai James has been a sales executive and technology leader in the Customer Experience space for over 25 years. Over the course of his career, he has helped over 50% of the Fortune 100 shape their customer experience through technology and consulting. His unique mix of te

• nVoq - Charles Corfield
  — Presented By:
  

  Charles Corfield CEO and Founder, nVoq Charles Corfield has been in the technology sector for the last 25 years in both operational and investment roles. He has served at organizations from start-ups to public companies, including stints on audit and compensation committees. His interest in voice automati

• CallMiner - Steve Chirokas
  — Presented By:
  

  Steve Chirokas Director of Product Marketing, CallMiner Steve is responsible for partner marketing, product messaging and sales enablement for CallMiner’s customer interaction solutions. He has provided CX and contact center marketing leadership at organizations including NewNet, VoltDelta, and Nuance. Ste

• CallMiner - Logo
  — Presented By:
  

  CallMiner

• Gridspace - Roger Lee
  — Presented By:
  

  Roger Lee Customer Success Leader, Gridspace With more than two decades of combined experience in finance, operations and services management and quality, Roger has held several leadership positions and been characterized as an “other-centered leader” who fosters a transparent environment with an emphasis

• NICE - Michele Carlson
  — Presented By:
  

  Michele Carlson Senior Product Marketing Manager, NICE Nexidia As a Mattersight team member for the past 11 years, Michele has developed an expertise in contact centers, customer experience, and analytics technologies that provide businesses the opportunity to understand data and customer interactions.

• Jacada - Scott Merritt
  — Presented By:
  

  Scott Merritt VP, Global Head of Automation, Jacada Scott Merritt is a passionate advocate of “Responsible RPA” having spent the last 15 years embedded in the process optimization and RPA space performing over 100 process automation assessments and supporting over 50 RPA implementations.   As Global Head o

• Aspect Logo
  — Presented By:
  

  Aspect

• Forrester - Ian Jacobs
  — Presented By:
  

  Ian Jacobs Principal Analyst, Forrester Research

• Nuance - Marina Kalika
  — Presented By:
  

  Marina Kalika Senior Director, Marketing, Nuance

• Xenial - Michael Coster
  — Presented By:
  

  Michael Coster Supervisor, CRM and Data Analytics, Xenial, Inc. Michael has 20 years of experience in the call center space, ranging from customer service to technical support.  He started out as a customer service agent and has now grown into his current role, providing solutions on internal systems a

• talkdesk - Justin Robbins
  — Presented By:
  

   

• VHT - Tony Iero
  — Presented By:
  

  Tony Iero Sales Director, VHT Tony Iero is a highly regarded contact center strategist and technologist with over 12 years of experience in customer experience management.  Tony has assisted numerous organizations with the implementation of advanced customer-centric multi-channel communications solutions. 

• NICE inContact - Mike Harwell
  — Presented By:
  

  Mike Harwell Senior Director, Omnichannel Product Management, NICE inContact Mike has over 20 years of Product Management and Contact Center experience. Prior to joining inContact, Mike was with Avaya. Mike has led product initiatives and has defined the vision and strategy for advanced routing and digital

• VHT - Walter Lash
  — Presented By:
  

  Walter Lash Director of Business Consultation, and Manager of Business Intelligence and Analytics, VHT A highly regarded contact center strategist and analyst with over 15 years of contact center experience. Mr. Lash has focused on optimizing service metrics and generating revenue, while crafting a premium

• NICE CXone - Laura Bassett
  — Presented By:
  

  Laura Bassett Senior Director, Product Marketing, NICE inContact Laura has 19+ years in applications consulting, development and delivery. Much of that time was specifically focused on contact center (customer service) and customer relationship management solutions. Currently, Laura continues to lead the m

• Sharpen - Don Stewart
  — Presented By:
  

  Don Stewart Director of Platform Enablement, Sharpen Don’s been in the contact center industry for +20 years, getting his start as an agent, then moving from QA and development, to marketing, sales, sales engineering and platform enablement. He’s conducted hundreds of demos for Sharpen’s Contact Center sof

• VHT - Paul Movens
  — Presented By:
  

  Paul Movens Solutions Engineer, VHT Paul supports VHT’s sales teams, prospects and customers in understanding and architecting multi-channel solutions to assist them in meeting their business goals.  Paul has been with VHT for  over 16 years.  Prior to joining VHT Paul spent over 20 years in software devel

• Verint - Mark Treschl
  — Presented By:
  

  Mark Treschl Chief Customer Officer, Voice of Customer Solutions, Verint

• VHT - Jason Wilson
  — Presented By:
  

  Jason Wilson Director, Software Development, VHT

• NICE - Rich Correia
  — Presented By:
  

  Rich Correia NICE Systems Director of Product Marketing, NICE

• Genesys - Brendan Dykes
  — Presented By:
  

  Brendan Dykes Global Director Product Marketing Brendan has over 25 years of experience in the customer experience industry across marketing, sales and service, in both business and technical roles. This broad experience has allowed him to see first-hand the importance of both customers and organisati

• Genesys - Joseph Ciuffo
  — Presented By:
  

  Joseph Ciuffo Lead Demonstration Consultant - Technical Sales, Genesys Joseph is a technical consultant focused on making things simple, information available, and people connected.  Joseph is currently tasks with the creation of demonstration narratives to showcase great customer experiences.

• CallMiner - Michael Dwyer
  — Presented By:
  

  Michael Dwyer VP Research Michael Dwyer is responsible for leading research and development our CallMiner’s advances in speech recognition and analytics technologies. Dwyer developed the server and database framework that underpins CallMiner Eureka and has delivered first and second generation products fr

• nVoq - Carleton Perry
  — Presented By:
  

  Carleton Perry Vice President, Platform Sales Carleton has recently joined nVoq as a Vice President, Platform Sales and is responsible for leading nVoq’s platform solution sales function.  He and his team drive business collaborations with ISVs and service delivery organizations around nVoq’s highly acc

• Verint - Carmit DiAndrea
  — Presented By:
  

   

• Jacada - Rich Garrett
  — Presented By:
  

  Rich Garrett Director Solutions Consulting - EMEA & APAC  Rich has spent the last 15 years of his career with a focus on customer experience. From designing and developing transformational natural language systems, to creating and delivering industry-leading “digital concierge” sales and service e

• Sharpen - Murph Krajewski
  — Presented By:
  

  Murph Krajewski VP of Marketing, Sharpen Technologies Murph has nearly 20 years of contact center industry experience. Since 2016 he has served as vice president of marketing for cloud contact center provider Sharpen Technologies. His responsibilities include designing, implementing and measuring marketin

• COMMfusion - Blair Pleasant
  — Presented By:
  

  Blair Pleasant President & Principal Analyst of COMMfusion LLC and a co-founder of UCStrategies (now BCStrategies)   As a communications industry analyst, she provides strategic consulting services and market analysis on business communication applications, technologies, and markets, aimed at help

• Calabrio - Laura Lukic
  — Presented By:
  

  Laura Lukic WFM Consultant, Calabrio Laura spent seven years as a Calabrio WFM customer before joining the Calabrio team.  With 20 years of WFM, Business Analytics, and Training experience, she knows the unique business challenges facing todays contact centers.   Being a WFM Consultant has afforded Laura t

• VHT - Alain Mowad
  — Presented By:
  

  Alain Mowad Director, Product Management, Cloud Platform, VHT

• Comdata Group Spa - Nicola Benedetto
  — Presented By:
  

  Nicola Benedetto Head of Services, Processes and Innovation Engineering, Comdata Group Spa

• NICE Nexidia - Troy Surdick
  — Presented By:
  

  Tony Surdick Senior Product Manager, NICE Nexidia

• CallMiner - Rick Britt
  — Presented By:
  

  Rick Britt VP of AI, CallMiner Rick’s passion for interaction analytics is built upon his background of behavioral economics and operations analytics.  He has specialized in optimizing results over his 25-year career in financial services, business process outsourcing, retail, marketing and collection

• Cyara - Elizabeth Magill
  — Presented By:
  

  Elizabeth Magill Sr. Director, Product Marketing, Cyara

• Nuance - Rachel Ashby
  — Presented By:
  

  Rachel Ashby Senior Principal Solutions Marketing Manager, Nuance Rachel joined Nuance in April 2017 as Senior Principal Solutions Marketing Manager for Nuance analytics as well as Nuance Core Technologies including automatic speech recognition, text-to-speech and transcription engine. Before joining

• Verint - Jen Snell
  — Presented By:
  

  Jen Snell Vice President, Product Marketing, Verint Intelligent Self-Service Jen Snell is Vice President of Product Marketing for Verint Intelligent Self-Service. As a recognized marketing leader for emerging technology and enterprise artificial intelligence, Jen is leading Next IT's marketing strateg

• Genesys - Jen Dziekan
  — Presented By:
  

  Jen Dziekan Project Manager, PMP, Genesys

• Verint - Greg Sherry
  — Presented By:
  

  Greg Sherry VP Marketing, Verint

• UJET - Jordan MacAvoy
  — Presented By:
  

  Jordan MacAvoy VP of Marketing As VP of marketing, MacAvoy focuses on demand generation, product marketing, marketing communications, field marketing, and awareness. MacAvoy brings nearly two decades of experience in both marketing and business development to UJET. Prior to joining the company, he se

• sharpen - pam hynes
  — Presented By:
  

  Pam Hynes VP of Client Experience, Sharpen

• sharpen - adam settle
  — Presented By:
  

  Adam Settle Director, Learning and Development, Sharpen

• NICE - Adam Aftergut
  — Presented By:
  

  Adam Aftergut WFO Product Marketing Manager, NICE A product marketing manager on the WFO team, Adam has over 6 years of experience in the enterprise software industry. Adam is responsible for product marketing strategy and sales enablement in connection with select current and new WFO product categories.

• West - Patrick Lindner
  — Presented By:
  

  Patrick Lindner Voice User Interface Professional, West Patrick Lindner is a Voice User Interface design and user experience professional at West. He  provides user experience direction and strategic leadership for West’s Professional Services group. Since 2006, he’s designed hundreds of multi-modal in

• Verint - Jeff Lewandowski
  — Presented By:
  

  Jeff Lewandowski Sr. Partner & EVP, Andrew Reise Consulting  For more than 20 years, Jeff has successfully  helped Fortune 500 clients to achieve business goals and financial results, implementing projects centered around: customer experience (CX), call center operations, voice of the customer (VoC

• Jacada - Keren Dobkovsky Abrahami
  — Presented By:
  

  Keren Dobkovsky Abrahami

• Roundtable - Analytics and Business Intelligence
  — Presented By:
  

  Click here for the recording. Click here for the slides.

• GamEffective - Dee Nilles
  — Presented By:
  

  Dee Nilles Senior Consultant   Dee is a contact center expert. Most recently, she was Senior Business Program Manager at Microsoft Consumer Support Services, where she oversaw strategic and daily operations at multiple global call centers. At Microsoft, she managed and deployed key strategic global ini

• GamEffective - Roni Floman
  — Presented By:
  

  Roni Floman VP, Marketing   Roni is VP of Marketing for GamEffective. She has been involved with GamEffective since 2013. Prior to that, she consulted numerous start-up technology companies and led business development at telecom and enterprise software companies. She holds an L.L.B Degree, Magna Cum

• NICE CXone - Abby Monaco
  — Presented By:
  

  Abby Monaco Senior Marketing Manager, NICE Nexidia As Senior Product Marketing Manager for NICE Nexidia, Abby brings over 17 years of experience in product management and marketing direction in software and technology. She plays a key role in establishing as the market leader NICE Nexidia’s vision and

• Loxysoft - Liz Turner
  — Presented By:
  

  Liz Turner Vice president, Customer Relations, Loxysoft Inc. Liz began her career in workforce management as a Specialist for Delta Air Lines. Advancing through leadership roles to become Manager of Schedule Development & Forecasting for Delta’s global operation, she managed forecasts for over 40 g

• verascape - mike browning
  — Presented By:
  

  Mike Browning Senior Marketing Executive Mike Browning is Verascape’s senior executive responsible for marketing, product development, and sales.  He has 20 plus years of hands-on experience providing technology solutions to a diverse customer base.  Mike has a quantifiable track record of helping cust

• inContact - Patrick Russell
  — Presented By:
  

  Patrick Russell Senior Manager, Product Marketing, NICE inContact With a passion for technology and finding new ways to make customers happy, Patrick has spent the last 15 years in leadership positions within the contact center industry. With more than a decade managing various aspects of large multi-site

• UJET - Anand Janefalkar
  — Presented By:
  

  Anand Janefalkar Founder and CEO of UJET, Inc. As Founder and CEO of UJET, Inc., Anand Janefalkar has 15 years of experience in the technology industry and has served as a technical advisor for various startups in the Bay Area. Prior to founding UJET, he served as Senior Engineering Manager at Jawbon

• NICE - Amir Cohen
  — Presented By:
  

  Amir Cohen Product Marketing Manager, NICE

• NICE - Lauren Maschio
  — Presented By:
  

  Lauren Maschio Solution Marketing Manager, NICE

• Five9 - Zeus Kerravala
  — Presented By:
  

  Zeus Kerravala Founder and Principal Analyst, ZK Research Kerravala provides a mix of tactical advice to help his clients in the current business climate and long term strategic advice. Kerravala provides research and advice to the following constituents: End user IT and network managers, vendors of

• five9 - Darryl Addington
  — Presented By:
  

  Darryl Addington Director of Product Marketing, Five9 Inc. He has more than 22 years of experience in the contact center. Prior to Five9, Darryl worked at 8x8, Genesys, Intervoice, and Edify, in various roles including Solution Marketing, Product Marketing, Product Management, and Solution Engineerin

• NICE - Mark Gill
  — Presented By:
  

  Mark Gill WFM Solutions Engineer Mark has 13+ years working in large corporate contact centers.  Prior to his employment with NICE, Mark was the Workforce Management Global Admin for AIG.  He is based out of the DFW Texas area.  

• PACE - Stuart Discount
  — Presented By:
  

  Stuart Discount Chief Commercial Officer, Allied Global BPO Stuart began his career in the teleservices industry in 1977 and opened his own call center company 1 2 1 Direct Response in 1988. In his role as CEO he grew the company to over 1,000 employees and multiple call centers in the US and Guatemal

• PACE - Michele Shuster
  — Presented By:
  

  Michele Shuster Partner at Mac Murray & Shuster LLP Michele represents clients in consumer protection matters before the FTC, FCC, and state attorneys general, in addition to conducting regulatory compliance audits and providing counsel on advertising and privacy issues. She currently serves as G

• West - Doug Thompson
  — Presented By:
  

  Doug Thompson Director of Product Management, West Doug has over 23 years of experience in billing and customer engagement tools in helping utilities optimize processes and achieve organization strategic objectives.  Dedicated to providing solutions that increase operational efficiency and customer sat

• Genesys - Dr Huw Bristow
  — Presented By:
  

  Dr. Huw Bristow Director, Engineering Huw was CTO for Silver Lining Solutions before moving to Genesys as part of Silver Lining being acquired earlier this year. Over the last 10 years Huw has headed up product and development teams focused on workforce and performance management in call centre, retail and

• Nuance - Josephine Fouarge
  — Presented By:
  

  Josephine Fourage Sr. Product Marketing Manager, Nuance Enterprise Division Josefine Fouarge is Sr. Product Marketing Manager in the Nuance Enterprise Division, focusing on automated and human assisted engagements in digital channels.

• Forrester - Daniel Hong
  — Presented By:
  

  Daniel Hong VP Research Director, Application Development and Delivery Daniel serves Application Development & Delivery Professionals, leading a team that focuses on digital transformation in customer engagement and collaboration for service and sales. His research explores how predictive analytics

• dvsAnalytics - Paul Buckley
  — Presented By:
  

  Paul Buckley Product Manager dvsAnalytics Paul Buckley joined dvsAnalytics in 2013 as Product Manager for Encore, dvsAnalytics’ Workforce Optimization Suite. Paul is responsible for defining and launching new applications that help customers drive improvements in agent and customer engagement.  Prior

• thinQ - Michael Tindall
  — Presented By:
  

  Michael Tindall President, thinQ Inc. For almost 20 years, Michael has been engineering disruptive communication technologies. He has held senior-level positions at ClearSky Networks, US Networks, and Bandwidth.com, and is one of only 18 OpenSIPS Certified professionals worldwide, validating his proven e

• CallMiner - Toby Paul
  — Presented By:
  

   

• NICE CXone - Annette Miesbach
  — Presented By:
  

  Annette Miesbach Product Marketing Manager, inContact Annette is responsible for product related marketing activities of the inContact Customer Interaction Cloud. Her focus is on Omnichannel Routing, including the inContact Omnichannel Routing Engine and Self-service IVR, the inContact My Agent eXperience™

• Genesys - Logo
  — Presented By:
  

  Genesys

• Calabrio - Kat Worman
  — Presented By:
  

  Kat Worman WFM Consultant at Calabrio, Inc. Kathie “Kat” Worman has been working in the contact center industry longer than she cares to admit! With more than 20 years of experience, Kat has held numerous contact center positions including management, data analysis, strategic operations, and service l

• verint - Jenni Palocsik
  — Presented By:
  

  Jenni Palocsik Director, Solutions Marketing, Verint Jenni joined Verint in 2012 and has twenty years of experience in e-commerce and technology marketing. She is responsible for positioning Verint’s products and services to align with the business needs of leading organizations worldwide. She is a regular

• NICE - Diana Leccese
  — Presented By:
  

  Diana Leccese Regional Vice President at NICE Systems

• ConvertiCulture - Nicholas Klisht
  — Presented By:
  

  Nicholas Klisht Director, ConvertiCulture

• Genesys BrendanD
  — Presented By:
  

  Brendan Dykes Director Product Marketing, Genesys

• Pipkins Rafael Manzon
  — Presented By:
  

  Rafael Manzon Executive Vice President of Sales & Marketing, Pipkins, Inc. Rafael Manzon has more than 15 years’ experience in the contact center industry. Before joining Pipkins in 2016, Manzon served as President of ConnectCom BPO and CEO of DNC.com, a leader in the Federal Do Not Call compliance sp

• Cisco_Zach_Taylor
  — Presented By:
  

  Zack Taylor Director, Contact Center Business Development, Cisco Zack directs strategy for Cisco’s Business Transformation Architecture Group. He’s a frequent speaker in the contact center marketplace, is a published author and holds seven US Patents in contact center applications. Zack also holds an NPS

• Fonolo - Sam Pirrera
  — Presented By:
  

  Sam Pirrera VP of Insurance Distribution, Mass Sam Pirrera oversees day-to-day service and operations at Mass Insurance Brokers Limited. With a passion for quality, he has been the leader for the customer service team since 2010.

• VHT - Brian Brotherton
  — Presented By:
  

  Brian Brotherton Director, Product Management Brian Brotherton, Director, Product Management, Virtual Hold Technology  Brian has 16 years of experience in the contact center space and has been called one of the 150 product managers to follow on Twitter. His passionate belief is that technology sho

• Tech Tank – Customer Delight: Live Demonstrations of Breakthrough Innovations
  — Presented By:
  

  Click here to listen  Tech Tank – Customer Delight Live Demonstrations of Breakthrough Innovations Click here for the slides

• Verint - Karen Gliwa
  — Presented By:
  

  Karen Gliwa Vice President Insights Karen leads the Insights Services Group at OpinionLab. The group specializes in designing digital CX programs that uncover actionable insights linked to positive financial outcomes.

• Inbenta - John Forrester
  — Presented By:
  

  John Forrester CMO, Inbenta John started at Inbenta in October 2016 as the Chief Marketing Officer, leading all aspects of global brand, demand generation, digital marketing, advertising, PR, and events. Prior to his current role, John served as the CMO of Workato, where he led the marketing, sales, and c

• Cisco - Zack Taylor
  — Presented By:
  

  Zack Taylor Director, Contact Center Business Development, Cisco Zack directs strategy for Cisco’s Business Transformation Architecture Group. He’s a frequent speaker in the contact center marketplace, is a published author and holds seven US Patents in contact center applications. Zack also holds an NPS c

• Inference Solutions - Callen Schebella
  — Presented By:
  

  Callen Schebella CEO, Inference Solutions Callan is based in the San Francisco office. He has worked his entire career in Voice Automation, Machine Learning and related technologies. Prior to becoming CEO, Callan was the Chief Architect at Inference and led the team that developed the company’s core produ

• Millennials vs. Boomers – Are There Any Differences?
  — Presented By:
  

  Click here to listen  Millennials vs. Boomers – Are There Any Differences?Click here for slides.

• GeoFluent - Tom Tseki
  — Presented By:
  

  Tom Tseki Vice President and General Manager of GeoFluent and Customer Care Solutions for Lionbridge Tom is the Vice President and General Manager of GeoFluent and Customer Care Solutions for Lionbridge, a leader in multilingual solutions for IT Service Desks, contact centers and global enterprises. He is

• Forrester - Art Schoeller
  — Presented By:
  

  Art Schoeller VP and Principal Analyst, Forrester Research Art supports Application Development & Delivery (AD&D) Professionals who plan, build, and run unified communications and contact center workloads for enterprises.

• Zoom Adam Bloom
  — Presented By:
  

  Adam B. Bloom VP of Marketing, ZOOM International With 20+ years in the software industry, Adam has held roles across the customer experience—in sales, marketing, customer support, and consulting. He has been in leadership positions for CRM and marketing automation products at Siebel Systems, Oracle,

• TradeGlobal - Mike Hull
  — Presented By:
  

  Mike Hull Director, Business Analytics, TradeGlobal Mike is CallMiner BIA certified and has responsibility for all contact center reporting, voice analytics and payroll. Mike continues to oversee reporting, payroll, and voice analytics with plans to greatly expand the use of CallMiner’s ever increasing cap

• Calabrio - Mary Moilanen
  — Presented By:
  

  Mary Moilanen Business Intelligence Consultant, Calabrio From custom reporting to data visualization, Mary’s work as a Business Intelligence Consultant helps call centers transform data into actionable insights. She takes pride in creating solutions that enable people to quickly and easily find value in th

• Zoom - Liam Anderson
  — Presented By:
  

  Liam Anderson Quality Management Consultant, ZOOM International Liam has held a variety of training, consulting, and management roles over the past 20+ years. At ZOOM, he has worked on more than 150 programs with customers like Bank National Paribas, British Telecom, Olympus, and Rostelecom. Liam's engagem

• Zoom - Ethan Bryant
  — Presented By:
  

  Ethan Bryant Manager of US Training and Consulting, ZOOM International Ethan has over 15 years in the contact center space. As a consultant and trainer, he has worked with over 250 companies on quality programs, including Paypal, Dell, Comcast, and Delta Airlines. After six years at Aspect Software, Ethan

• CallFinder - Sabrina DeRose
  — Presented By:
  

  Sabrina DeRose Account Manager, Speech Analytics Solutions, CallFinder Sabrina is a seasoned customer experience professional with a background in marketing, project management, technology consulting, and career development. She is dedicated to supporting and training businesses in the use of speech analyt

• NICE inContact - Brian Spraetz
  — Presented By:
  

  Brian Spraetz Senior Product Marketing Manager, inContact For more than 18 years, Brian has been helping customer service operations perform at peak levels and deliver loyalty-winning experiences. In addition to his positions in product marketing, Brian has had roles in product development and product mana

• NICE - Paul Chance
  — Presented By:
  

  Paul Chance Senior Product Marketing Manager, WFM, NICE Paul is a 25+ year veteran of contact center technology and has spoken with contact centers in NA, EMEA and APAC about using technology to reach meet their service goals. He is an avid proponent of customer service and is the author of weekly thought

• Ovum - Ken Landoline
  — Presented By:
  

  Ken Landoline Principal Analyst, Customer Engagement, Ovum Ken analyzes and tracks contact center hardware/software technologies and associated applications for both premises-based and cloud-based solutions. Areas of coverage include IVR, customer self-service, WFM, WFO, data analytics, gamification and c

• Jacada - Chris du Toit
  — Presented By:
  

  Chris du Toit CMO, Jacada

• Evolve IP - Rich Fox
  — Presented By:
  

  Rich Fox Vice President, Contact Center Solution, Evolve IP Rich has an extensive background that includes 20 years of contact center operations and technology roles that span product management, application development, and telecommunications.

• Broadsoft - Amit Verma
  — Presented By:
  

  Amit Verma Senior Director, Product Management, BroadSoft Amit has more than 15 years of experience in the contact center industry. His areas of expertise are CRM, software-as-a-service (SaaS), social media applications and internet infrastructure software. Amit was instrumental in helping BroadSoft build

• CallFinder - Ann Thayer
  — Presented By:
  

  Ann Thayer Account Manager, Speech Analytics Solutions, CallFinder Ann is a seasoned customer experience professional with a background in the financial and banking sector. As a core member of the CallFinder team, she is dedicated to supporting and training businesses in the use of call recording and speec

• Verint - Sean Mahoney
  — Presented By:
  

  Sean Mahoney CCXP, Director, Solutions Consulting, Verint Systems Sean is a Certified Customer Experience Professional who works with Verint customers to implement CX best practices that are based on 20 years of hands-on experience. He works with leading brands to guide their CX efforts at a strategic leve

• Verint - Daniel Ziv
  — Presented By:
  

  D. Daniel Ziv Vice President - Customer Analytics, Verint - Customer Engagement Solutions Daniel has been leading Verint’s Customer Analytics offerings and strategy since 2002 and has been instrumental in developing analytics solutions and strategies with many organizations around the world. He helps con

• Verint - Brian Koma
  — Presented By:
  

  Brian Koma Vice President of Research, Enterprise Feedback Management Practice Leader, Verint

• CallFinder - Cliff LaCoursiere
  — Presented By:
  

  Cliff LaCoursiere VP, CallFinder Cliff is a successful business leader and technology entrepreneur with more than 20 years of experience creating, building and growing markets for both existing and new product categories. He leads the sales team, and directs the development and execution of the company’s p

• IntelePeer - Joseph Bell
  — Presented By:
  

  Joseph Bell Director of Client Services, IntelePeer Joe is a contact center industry expert with over 10 years of experience. He brings technical, account management and engineering knowledge as well as a focus on delivering the best customer service to IntelePeer customers.

• Everest Group - Sarah Burnett
  — Presented By:
  

  Sarah Burnett Vice President,Everest Group Sarah is a well-recognized analyst and acknowledged market influencer. As Vice President of Research at Everest Group, Sarah serves European clients across Everest Group’s global services research areas including IT and business processes services. She is also the

• West - Dan Gordon
  — Presented By:
  

  Dan Gordon SVP, Strategy and Development, West As senior vice president of strategy and development for West, Dan spearheads go-to-market strategies for innovative customer experience and technology integration solutions. He leads a team at West that handles marketing, acquisition, business development and

• Tenacity - Ron Davis
  — Presented By:
  

  Ron Davis CEO, Tenacity Ron quickly broke every record in his market as a B2B salesman at FNF, an $8B company, and was recognized nationally each year as a top sales person. He drove several successful cross-functional initiatives that significantly improved his customers' experiences. Ron also developed

• Verint - Scott Hays
  — Presented By:
  

  Scott Hays VP, Global Solutions Marketing, Verint Scott joined Verint in 2014 with the acquisition of KANA, bringing over 30 years of business technology experience. Scott is responsible for positioning Verint’s products and services to align with the business needs of customer engagement innovators. He is

• NICE - Moshe Samet
  — Presented By:
  

  Moshe Samet Product Manager, NICE Moshe is a Product Manager for NICE’s Automation solutions. Moshe has over 5 years of experience in various positions in marketing, product management and R&D and is passionate about transforming business operations through automation. Moshe holds a Bachelor of Science

• HireIQ - Paul Noone
  — Presented By:
  

  Paul Noone President and CEO, HireIQ Paul has 35 years of experience in sales and executive level positions with high-growth, technology companies including Genesys, Ariba and HireIQ.Over the last 2 years he has invested time with more than 200 organizations that are rethinking their contact center hiring

• Genesys - Lisa Abbott
  — Presented By:
  

  Lisa Abbott Sr. Director, Product Marketing, Genesys

• Genesys - Barbara Gonzalez
  — Presented By:
  

  Barbara Gonzalez Vice President of Worldwide Business Consulting, Genesys

• VHT - Jeremy Starcher
  — Presented By:
  

  Jeremy Starcher VP, Business Development & Hosted Strategies, Virtual Hold Technology Jeremy has over 18 years of experience in the contact center space and is well-known for his authority on callback response technologies and cross-channel communications. Jeremy focuses on monitoring new customer expe

• inContact - Barry Knack
  — Presented By:
  

  Barry Knack Manager, Professional Services, inContact Barry has been instrumental in elevating the customer and partner experience to the forefront of the workforce optimization industry. He works with organizations to provide guidance or improve speech analytics programs, QA and survey forms, calibration

• Jacada - Karnail Jita
  — Presented By:
  

  Karnail Jita Solutions Consultant, North America, Jacada Karnail specializes in Jacada Visual IVR and core products, conducting proof-of-concept trials, and designing solutions for customer requirements. He comes from Jacada EMEA and prior to Jacada he held senior positions at Saleforce.com and Software AG

• Verint - Rajeev Venkat
  — Presented By:
  

   

• HireIQ - Kevin Hegebarth
  — Presented By:
  

  Kevin Hegebarth VP, Marketing, HireIQ Solutions, Inc. Kevin brings deep domain expertise and over 25 years of experience to HireIQ, having held senior marketing and product management leadership positions with leading contact center technology companies including Global Management Technologies, Witness Sys

• TeamSupport - Robert C. Johnson
  — Presented By:
  

  Robert C. Johnson CEO and co-founder of TeamSupport TeamSupport.com is a cloud-based, B2B customer service application. A seasoned executive and entrepreneur who has founded and invested in numerous software and high-tech companies, Robert’s industry experience as a business leader and a customer inspired

• Fonolo - Shai Berger
  — Presented By:
  

  Shai Berger Co-Founder and CEO, Fonolo Shai is the co-founder and CEO of Fonolo, the pioneer in cloud-based call-back solutions. He is responsible for setting the company's strategic direction, product innovation, and driving growth. As an innovator and thought leader, Shai is on a clear mission to educate

• Creative Virtual - Chris Ezekiel
  — Presented By:
  

  Chris Ezekiel Founder and CEO Chris has a technical, sales and marketing background. He has been working in the world of virtual assistants since 2000 and founded Creative Virtual in November 2003. Employing his technical and entrepreneurial skills, and through the development of the enterprise level V-Per

• Verint - Kelly Koelliker
  — Presented By:
  

  Kelly Koelliker Director, Global Solutions Marketing, Verint Kelly is responsible for the messaging and positioning of Verint Enterprise Management solutions. She came to Verint from KANA® Software, where she held positions in both sales and marketing. Kelly has 15 years experience in the customer service

• HGS
  — Presented By:
  

  HGS HGS is a leader in optimizing the customer experience and helping our clients to become more competitive.

• EdgeVerve - Naresh Kothari
  — Presented By:
  

  Naresh Kothari Sr. Director, Business Development, EdgeVerve Systems In his present role, Naresh is responsible for designing solutions that enhance customer value through the use of technology. He also spearheads several initiatives that help enterprises enhance customer experience across channels. Naresh

• Nuance - TomH
  — Presented By:
  

  Tom Hebner Sr. Director, Professional Services, Nuance Communications Tom is responsible for leading Nuance’s UX Design Practice and Professional Services Product Management. He has 16 years of experience designing, building, and managing large complex contact center automation solutions. He personally man

• Nuance - ChrisC
  — Presented By:
  

  Chris Caile Sr. Principal Solutions Marketing Manager, Nuance Communications Chris is responsible for marketing Nuance’s Conversational IVR solutions. He brings broad marketing and technology experience gained at Microsoft and Motorola where he drove successful campaigns in conjunction with business partn

• NICE - Aviad Abiri
  — Presented By:
  

  Aviad Abiri Vice President Portfolio Sales Enablement, NICE Systems

• SmartAction - Tom Lewis
  — Presented By:
  

  Tom Lewis CEO, SmartAction Tom has over 25 years of experience focused primarily on customer experience and contact center operations and technology. His knowledge base is wide, including telephony technology, operational efficiency, outsourcing, and overall customer service strategy. Before SmartAction, T

• Jacada - Clay Davis
  — Presented By:
  

  Clay Davis Healthcare Customer Solutions Executive, Jacada

• Jacada - Charlotte Davies
  — Presented By:
  

  Charlotte Davies Analyst and Healthcare Technology Consultant Previously, Charlotte led Ovum's health technology practice.

• Five9 - Sean Head
  — Presented By:
  

  Sean Head Product Marketing Manager, Five9 Sean has extensive product marketing, branding, and consumer engagement experience. Prior to joining the Five9 marketing team, Sean led successful marketing programs for SanDisk, VMware and Concur Technologies. With a proven track record of accomplishment, he enjo

• AVOKE - Rick Marvel
  — Presented By:
  

  Rick Marvel Director of Professional Services for AVOKE Analytics at Raytheon BBN Technologies Rick has over 10 years of experience working within the call center industry, helping companies achieve targeted cost reductions, meet constantly changing regulatory requirements, and create new business policies

• TEC - Raluca Druta
  — Presented By:
  

  Raluca Druta HR/HCM Research Analyst, TEC

• Genesys - Ron Stevenson
  — Presented By:
  

  Ron Stevenson Sr. Manager, Product Marketing, Genesys

• Interactions - Nick Brezonik
  — Presented By:
  

  Nick Brezonik Vice President, Business Development, Interactions Nick is a seasoned veteran of high-growth and start-up businesses specializing in speech, natural language and contact center technologies. Throughout his career, Nick has worked with many of the leading brands across the US to help define a

• Strategic Contact - Lori Bocklund
  — Presented By:
  

  Lori Bocklund President, Strategic Contact Strategic Contact is an independent consulting firm that helps companies optimize the value of their customer contact technology and operations. Lori is a widely recognized and respected expert with over 28 years of experience in contact center strategy, technolog

• Forrester - Maxie Schmidt-Subramanian
  — Presented By:
  

  Maxie Schmidt-Subramanian Senior Analyst, Forrester Research

• inContact - Kyler Wilson
  — Presented By:
  

  Kyler Wilson Sales Engineer, inContact Kyler focuses on helping Small to Medium sized businesses by understanding their current challenges, and helping them envision how inContact can help reduce future cost through use of their platform. He has been with inContact for 2 years. Prior to inContact, Kyler ha

• Southwest Credit Group - Tiffany Leonard
  — Presented By:
  

  Tiffany Leonard Quality Assurance Manager, Southwest Credit Group

• Axcess - Kyle Carter
  — Presented By:
  

  Kyle Carter Director of Compliance-Collections/Customer Service, Axcess Financial

• CallMiner - Brian LaRoche
  — Presented By:
  

  Brian Laroche Product Marketing Manager, CallMIner

• VHT - Chad Hendren
  — Presented By:
  

  Chad Hendren Director of Solution Innovation, Virtual Hold Technology Chad brings more than 20 years of expertise in contact center technologies, hosted solutions, software development, and telecommunications services. He has traveled the world extensively, further broadening his exposure to industry chal

• IntelliResponse - Graham Knowles
  — Presented By:
  

  Graham Knowles Enterprise Solutions Architect, IntelliResponse, a [24]7 Company Graham has spent a career designing digital customer experiences. After a decade at top technology companies like Salesforce and Oracle, he has established himself as a thought leader on how to deliver the promise of effortless

• NICE - Pnina Veisberg
  — Presented By:
  

  Pnina Veirberg Director of Value Added Services, NICE Americas With over 15 years of experience in Consulting, Management and Analytics, Pnina is an expert in Interaction Analytics solutions, Quality Management and Call Centers and Enterprise Consulting. She is leading consulting and training for the IA an

• NICE - Yohai West
  — Presented By:
  

  Yohai West Solutions Marketing Manager, NICE Systems Yohai is a Solution Marketing Manager for cross-channel Customer Interaction Analytics solutions in the Contact Center. Yohai West has over 10 years’ experience in technology solution marketing. Throughout his career, he has managed global solution marke

• West - Jeremy Wortz
  — Presented By:
  

  Jeremy Wortz Vice President of Strategic Analytic Insight, West Jeremy has garnered an intimate understanding of advanced analytics and decision support sciences through over a decade of cross-industry experience, which he leverages to lead West’s advanced analytics group for the commercial and utility div

• inContact - Nick Sianis
  — Presented By:
  

  Nick Sianis Contact Center Consultant, inContact Nick is a Call Center industry veteran with more than 13 years of experience. He has served a multitude of roles in a call center industry from Reporting analyst, Supervisor of Retention, Manager of Speech Analytics, to Customer Experience manager. He curren

• Undiscovered Insights – Is Your Desktop Giving You The Information You Need?
  — Presented By:
  

  Click here to listen  Undiscovered Insights – Is Your Desktop Giving You The Information You Need? Click here for the slides.

• Enghouse - John Cray
  — Presented By:
  

  John Cray VP, Product Management, Enghouse Interactive

• McGee-Smith - Sheila McGee-Smith
  — Presented By:
  

  Sheila McGee-Smith President & Principal Analyst Sheila founded McGee-Smith Analytics in 2001 and is a leading communications industry analyst and strategic consultant focused on the contact center and enterprise communications markets. She has a proven track record of accomplishment in new product de

• Genesys - Ric Kosiba
  — Presented By:
  

  Ric Kosiba Vice President, Decisions, Interactive Intelligence and founder of Bay Bridge Decision Technologies He holds advanced degrees in operations research and engineering from Purdue University (Go Boilers!), and enjoys discussing contact center modeling and planning.

• Calabrio - Brad Snedeker
  — Presented By:
  

  Brad Snedeker Innovation Center Manager, Calabrio With over 15 years in the industry, Brad has extensive knowledge of the contact center space. As Calabrio’s Innovation Center Manager, he ensures that customers have access to the best training available for Calabrio products and works directly with users t

• Workflex Solutions - Larry Schwartz
  — Presented By:
  

  Larry Schwartz Chairman and CEO of WorkFlex Solutions, LLC Larry brings 25+ Years of executive management experience in large-scale operational streamlining, enterprise-grade software and consumer products development, strategic planning, business process transformation, and outsourced managed services.

• HP - Lorne Wood
  — Presented By:
  

  Lorne Wood Senior Product Manager, HP WFO Software Lorne is a contact center leader with 25+ years of experience leading teams to significantly improve quality and performance. Having served in a variety of contact center roles for several companies, he understands the importance of measuring behaviors and

• OpenText - Roger Lee
  — Presented By:
  

  Roger Lee Principal Evangelist, HP WFO Software Roger brings 20+ years of industry experience managing contact centers, consulting for contact centers and selling to contact centers. His broad experience, coupled with an infectious passion for customer care, gives him a distinct perspective that is always

• Genesys - Kelly Weinhold
  — Presented By:
  

  Kelly Weinhold Sr. Manager, Product Marketing, Genesys

• Frost - Michael DeSalles
  — Presented By:
  

  Michael DeSalles Principal Analyst, Frost & Sullivan

• Frost - Nancy Jamison
  — Presented By:
  

  Nancy Jamison Principal Analyst, Customer Contact, Frost & Sullivan

• CrmXchange - Sheri Greenhaus
  — Presented By:
  

  Sheri Greenhaus Managing Partner, CRMXchange, Moderator For two decades Sheri Greenhaus has been involved in nearly every aspect of contact center management, both as a contact center executive and later a successful consultant. As Director of Hart Hanks Telemarketing, Sheri oversaw the entire Hart H

• Nuance - Amy Livingstone
  — Presented By:
  

  Amy Livingstone GM, Contact Center Solutions & Strategy, Enterprise Division Amy drives go-to-market strategy and product management for the Enterprise Division’s On Premise portfolio of products, services and solutions. With close to 20 years of experience in customer experience and intelligent self

• Tech Showcase - Knowledge Management and Virtual Assistants - A Winning Combination for Customer Engagement
  — Presented By:
  

  Click here to listen  Tech Showcase Knowledge Management and Virtual Assistants A Winning Combination for Customer EngagementClick for the slides

• 2020 Roundtable Schedule
  — Presented By: CrmXchange
  

  Tech Tank Multi – Vendor Roundtables

• Technology Innovation Showcase
  — Presented By: Technology Innovation Showcase
  

  Technology Innovation Showcase