Test Technology Showcase

This Month's Showcase

Previous Showcases:

Verint - Mike Moore
— Presented By:
The AI Plus Human Workforce - an introduction
— Presented By:
Better Together - How Agentic AI Transforms Your CX Strategies
— Presented By:
Preparing for the Future of WFM
— Presented By: CrmXchange

Explore how modern Workforce Management is evolving to meet challenges head on, empowering organizations with smarter tools to optimize staffing, boost efficiency, and deliver exceptional customer experiences.
Best Practices – Reduce Agent and Customer Effort
— Presented By:
Scheduling for Hybrid Teams
— Presented By: Solid Rock Consulting

Designing flexible, dynamic schedules that support humans, bots, and automated workflows.
Forecasting in an AI-Driven World
— Presented By: Solid Rock Consulting

Learn how to predict demand, capacity, and performance when both humans and AI share the workload.
The AI Plus Human Workforce - an introduction
— Presented By: Solid Rock Consulting

Understanding the new blended workforce and what leaders must prepare for now.
NiCE - Jennifer Wilson
— Presented By:
Better Together - How Agentic AI Transforms Your CX Strategies
— Presented By: NiCE

See how AI and humans together are reshaping customer service with faster resolutions, seamless collaboration, and more meaningful connections.
The AI Kickoff - Smarter Ways to Leverage Interaction Analytics for Insights and Workforce Success
— Presented By:
Best Practices – Reduce Agent and Customer Effort
— Presented By: CrmXchange

This panel will discuss how making it easier for your agents results in happier customers.
Panel Discussion - Beyond Metrics . . Elevating Quality
— Presented By:
Managing in Real-Time - Enhancing Performance
— Presented By:
Hearing What Matters - Unlocking Value Through Customer Conversations
— Presented By:
NiCE - Tyler Hinton
— Presented By:
The AI Kickoff - Smarter Ways to Leverage Interaction Analytics for Insights and Workforce Success
— Presented By: NiCE

In this one-hour session, we’ll share practical steps to unify teams, integrate reporting, and align strategies for maximum impact.
Roundtable– Megatrends
— Presented By:
Bassett, Laura
— Presented By:
Panel Discussion - Beyond Metrics . . Elevating Quality and Workforce Engagement
— Presented By: CrmXchange

In this session, we’ll explore how to move beyond metrics—transforming Quality and Workforce Engagement Management into powerful drivers of customer satisfaction, employee empowerment, and business success.
Best Practices - Workforce Strategy - Optimization and Engagement
— Presented By:
Turning Insight into Action - Pilot Flying J’s CX Transformation Story
— Presented By:
From Chaos to Connection
— Presented By:
Keybank - Kimberly Agin
— Presented By:
Hearing What Matters - Unlocking Value Through Customer Conversations
— Presented By: NiCE

Hear how KeyBank is using insights from everyday conversations to shape smarter products, streamline processes, and boost performance across the business.
Pilot Flying J - CX Professionals
— Presented By:
Pilot Flying J - Lee Van
— Presented By:
Five9 - Tim Richter
— Presented By:
Optimizing Schedules - Creating Efficient and Balanced Work Plans
— Presented By:
Turning Insight into Action - Pilot Flying J’s CX Transformation Story
— Presented By: Verint and Five9

Join us for a behind-the-scenes look at how Pilot Flying J transformed its customer experience from manual to an insight-driven, high-performing operation—powered by Verint and Five9.
Perman Holdings
— Presented By:
Training, Coaching, Workforce Engagement Roundtable
— Presented By:
Roundtable– Megatrends to Watch for in 2026 and Beyond
— Presented By: CrmXchange

The panel covers a variety of topics on the most important contact center trends to follow.
NiCE - Boris Grinshpun
— 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
From Chaos to Connection - Reimagining the Agent Desktop
— Presented By: NiCE

Explore how the agent desktop must evolve into a unified experience hub that connects front and back office, empowers agents with real-time intelligence, and delivers the kind of CX that builds loyalty and drives results.
Beyond Proof of Concept
— Presented By:
Forecasting with Accuracy
— Presented By:
Best Practices - Workforce Strategy - Optimization and Engagement
— Presented By: CrmXchange

In today’s customer-driven landscape, delivering actionable insights is key to transforming call center operations from reactive support hubs into proactive engines of efficiency and customer satisfaction.
NICE - Maya Gershon
— Presented By:
Turning Turbulence into Triumph
— Presented By:
Balancing Bots, Agents, and Customer Needs
— Presented By:
How Schedule Complexity and Employee Empowerment
— Presented By:
Training, Coaching, Workforce Engagement Roundtable
— Presented By: CrmXchange

The roundtable will discuss enhancing workplace dynamics through effective training, coaching, and employee engagement strategies.
NICE - Madeline Hooper
— Presented By:
Beyond Proof of Concept - How to Adopt AI Agents for Success
— Presented By: NiCE

Learn how your organization can turn proven AI agents use cases into lasting CX success that will deliver concrete value to their customer's experience.
Roundtable - Fundamentals of Customer Service
— Presented By:
Avaya - Radu Cristea
— Presented By:
Turning Turbulence into Triumph - Ways to Empower Your Agents
— Presented By: Verint® Systems

In today’s rapidly changing landscape and uncertainty, contact centers face increasing pressure to quickly deliver tangible outcomes to improve efficiency and elevate the customer experiences. In this webinar we unveil how to revolutionize your contact center operations to meet these demands.
Calabrio - Florian Garnier
— Presented By:
How Schedule Complexity and Employee Empowerment Belong to the Same Conversation
— Presented By: Calabrio

In today’s fast-paced contact center environment, managing workforce complexity and empowering employees aren’t opposing goals—they go hand in hand. Organizations must navigate intricate scheduling demands while giving agents the flexibility and autonomy they need to thrive.
Fundamentals of Building a Reliable Workforce Data Foundation
— Presented By:
Balancing Bots, Agents, and Customer Needs - WFM Practices for Modern Contact Centers
— Presented By: NiCE

Traditional workforce practices are holding back contact centers and driving agent attrition.
Customer Connections That Count
— Presented By:
Roundtable - Preparing for the Future of WFM
— Presented By:
Cognigy - Alan Ranger
— Presented By:
Managing in Real-Time - Enhancing Performance through Intraday Management
— Presented By: Solid Rock Consulting

Discover how to maintain peak workforce performance without getting caught in a cycle of last-minute problem-solving or excessive oversight.
Optimizing Schedules - Creating Efficient and Balanced Work Plans
— Presented By: Solid Rock Consulting

Discover how to align employee scheduling with business goals while maintaining productivity and morale.
Forecasting with Accuracy - Predicting Labor Demands Effectively
— Presented By: Solid Rock Consulting

Discover simple, effective techniques to predict staffing needs with confidence.
Fundamentals of Building a Reliable Workforce Data Foundation
— Presented By: Solid Rock Consulting

This session will explore practical strategies to improve data reliability, optimize workforce planning, and drive better decision-making.
Solid Rock Consulting - Juanita Coley
— Presented By:
Roundtable - Fundamentals of Customer Service
— Presented By: CrmXchange

Join us for an engaging discussion on a critical customer service topic! Whether you're new to the industry or a seasoned veteran looking for fresh insights, this webcast has something for you.
Customer Connections That Count - Turning Frustration into Loyalty
— Presented By: NiCE

Join us and watch how copilots are shaking up contact centers by giving agents the chance to be more... well, human.
Transforming Quality Management
— Presented By:
NICE - Lilach Zemach
— Presented By:
The A, B, Cs of Capacity Planning
— Presented By:
Hammer - Eric Day
— Presented By:
Hammer - Dominic Kleiren
— Presented By:
NICE - Shay Diner
— Presented By:
2025 Roundtable Series
— Presented By: CrmXchange
NICE - Yael Sonsino
— Presented By:
Transforming Quality Management - Precision, Personalization, and Impact
— Presented By: NiCE

Discover how to empower quality teams to achieve greater efficiency, improve KPIs, enhance employee satisfaction, and build a foundation of trust and precision.
The A, B, Cs of Capacity Planning
— Presented By: Real Numbers
Real Numbers - Chris Kosiba
— Presented By:
Roundtable - Preparing for the Future of WFM
— Presented By: CrmXchange

Discover how to overcome the limitations of traditional WFM and drive greater efficiency.
The Role of AI in the Future of WFM
— Presented By:
Results from the AI and Gen AI Survey
— Presented By:
The Role of AI in the Future of WFM
— Presented By: NiCE

Although AI has become a popular focus for many business leaders, many firms are still in the beginning stages of incorporating it within contact center and CX activities. One of the top areas that AI impacts business performance is streamlining complex processes.
Results from the AI and Gen AI Survey
— Presented By: NiCE

Join us for an exclusive 30-minute session where we’ll dive into the latest findings from a global study on GenAI Trends.
Nextiva - Ben Kirchner
— Presented By:
AI Strategies for Business
— Presented By:
Verint - Ram Swery
— Presented By:
PowerHouse - Kathleen Peterson
— Presented By:
NICE - Abby Todd
— Presented By:
Zingly - Pat Oldenburg
— Presented By:
NICE - Caitlyn Penter
— Presented By:
Nextiva -Edwin Margulies
— Presented By:
Zingly - Gaurav Passi
— Presented By:
NICE - Sabra Richardson
— 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.
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.
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:
Servion - Frank Tersigni
— Presented By:
Hammer - Danny Urbanczyk
— Presented By:
NICE - Nick DelleCave
— Presented By:
NICE - Jared Norwood
— Presented By:
Verint - Mike Wroblewski
— Presented By:
Five9 - Andrew Siciliano
— Presented By:

Andrew Siciliano VP, Product Management, Five9
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
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
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
Servion - Eric Wildermuth
— Presented By:

Eric Wildermuth Head of Sales, Servion
NICE - Heather Hughes
— Presented By:

Heather Hughes Director of Product Marketing,NICE
Verint - Bridget Lange
— Presented By:

Bridget Lange VP, Business Operations, Verint
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
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
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
Freshworks - Anshita Verma
— Presented By:

Anshita Verma Lead - Solution Engineer, Freshworks
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
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
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
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
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
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
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 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.
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
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
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
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
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
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
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
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
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
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
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
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
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.
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
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
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
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
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
2026 Solid Rock Consulting Series – AI and Human Workplace
— Presented By: Solid Rock Consulting
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
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
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
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
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 Forino-Small
— 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
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.
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
NICE Nexidia - Ken Brisco
— Presented By:

Ken Brisco Senior Product Marketing Manager, NICE Nexidia
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
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
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
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.
Aspect Logo
— Presented By:

Aspect
Forrester - Ian Jacobs
— Presented By:

Ian Jacobs Principal Analyst, Forrester Research
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
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
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
NICE - Rich Correia
— Presented By:

Rich Correia NICE Systems Director of Product Marketing, NICE
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
Verint - Carmit DiAndrea
— Presented By:
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
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
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
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
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
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
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
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
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™
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
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
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
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.
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,
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
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
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.
Verint - Rajeev Venkat
— Presented By:
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
NICE - Aviad Abiri
— Presented By:

Aviad Abiri Vice President Portfolio Sales Enablement, NICE Systems
Forrester - Maxie Schmidt-Subramanian
— Presented By:

Maxie Schmidt-Subramanian Senior Analyst, Forrester Research
CallMiner - Brian LaRoche
— Presented By:

Brian Laroche Product Marketing Manager, CallMIner
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.
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
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
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