Executive Interviews

Our exclusive interviews cover a broad range of topics from operations to CXsolutions. Industry executives offer frank and honest discussions, providing insights into successful operations and best practices. Every interview gets inside the mind of a leader who has the power to make changes in the industry. Gain a better perspective of customer interactions, marketing, sales operations -and the industry in general.


Professional management discusses the current economic and sales environment and major challenges that face modern service centers. Use the experience and knowledge of these industry leaders to guide your company strategy. See how they are implementing the best new software solutions. What tools are they using? What market sectors are they focusing on? Find the answers to these questions and much more…


  • Megan Neale, COO, Co-Founder and Roger Beadle, CEO, Co-Founder
    — Presented By: Limitless

    Limitless An Innovative Crowdsourcing Platform that Goes Beyond the Boundaries of Traditional Contact Centers Megan Neale, COO, Co Founder  Roger Beadle, CEO Co Founder Limitless Remember the 2011 science fiction thriller Limitless? It told the story of a

  • Rob Lamoureux, Senior Director, Global Customer Advocacy
    — Presented By: Verint® Systems

    The Impact Awards recognize individuals who positively impact the experience of their organizations’ customers. These awards showcase professionals who have successfully led customer experience initiatives that make a profound impact on their organization and its customer or the CX industry.

  • Jay Rosenblatt, Chief Executive Officer, Speech Analytics
    — Presented By: CallFinder

    In our 30 years of experience with clients in the SMB space, we’ve learned the challenges they face in recording agent-customer interactions, most notably a lack of internal resources to listen to and manually evaluate these conversations.

  • Laura Bassett, Senior Director Product Marketing
    — Presented By: NICE inContact

    Survey Says…Businesses Don’t Always Know How Effective a CX They Provide In a conversation at the 2019 ICMI Contact Center Expo, Laura Bassett, Senior Director Product Marketing at NICE inContact, discussed the ramifications of a global study conducted by the

  • Anand Janefalkar, CEO
    — Presented By: UJET

    While UJET was founded on a simple premise, it is one that continues to gain traction in a world where customer support is more closely tied to a business’ brand and reputation than ever before. The guiding principle of the

  • Brad Birnbaum, CEO & Founder
    — Presented By: Kustomer

    As an innovator and pioneer who has spent more than 20 years developing disruptive enterprise technologies and building solutions for customer service and support, Brad Birnbaum’s aim hasn’t been to simply keep pace with the changes driving the industry, but

  • Joe Gagnon, CEO
    — Presented By: Sparkcentral

    Endurance Athlete Goes Beyond the Extra Mile to Take His Company Across the Finish Line   Joe Gagnon, CEO Sparkcentral Which do you think would be the greater challenge? To run six marathons over six days on six continents, personally

  • Ryan Hollenbeck, Senior Vice President, Global Marketing Customer Experience Program
    — Presented By: Verint® Systems

    To what do you attribute Verint’s strong performance? We have an amazing global team here at Verint, rich in diversity and talent.  We are all truly focused on our customers and how they can continue to extract value from

  • Gillian Heltai, SVP, Client Services
    — Presented By: Talkdesk

    What do businesses need to do to adapt their contact centers to the evolving needs of both customers and front-line teams as well? One of the first things that a business should do to adapt their contact

  • Hardy Myers, CEO
    — Presented By: DVSAnalytics

    How have workforce optimization and workforce management solutions evolved over the past several years and how are they being used to make an even more positive impact  on contact center performance?   On the WFO side, the development of eCoaching courses

  • Linda Crawford, CEO
    — Presented By: Helpshift

    Helpshift CEO Sees the Future of AI Dominated Service Taking off With Launch of New Airline   Perhaps you’ve heard that a new next gen airline is preparing to take its place in the American skies in 2021. JetBlue founder

  • Riley Clegg, VP of Sales
    — Presented By: StataPile

    StataPile Employs AI to Analyze Every Call and Determine How Well Agents Follow Procedures   The song reflects a simple philosophy, but the lyrics have endured since Johnny Mercer first sang them over 70 years ago (and countless other artists since)

  • Mercer Rowe, Senior Vice President and General Manager of Cloud Services
    — Presented By: Avaya

    Ever since it was spun off as a separate company from ATT spinoff Lucent Technologies in 2000, Avaya has been a household word in the contact center space. The 2001 introduction of the Avaya Interaction Center for customer relationship management

  • Peter Horst, Founder
    — Presented By: CMO Inc.

    Take a Stand or Play It Safe? Brands Seek the Right Response to Highly Charged Political Issues It used to be relatively easy for brands to employ shared values to tug at the heartstrings of consumers. General Motors touted “baseball,

  • Jason Lee, CEO
    — Presented By: DailyPay

    Jason Lee, CEO,DailyPay No matter what the prevailing condition of the economy, contact center operations have always   struggled to recruit, retain, and engage employees. When you add in a tight labor market with a 4% unemployment rate and a flat

  • Sergio Restrepo, Vice President, Global Digital Marketing Services
    — Presented By: Lionbridge Technologies

    CRMXchange Q&A   How to Integrate Cultural Awareness into Your Digital Strategy Answers provided by Sergio Restrepo, Vice President, Global Digital Marketing Services, Lionbridge   Q Why is it important for brands to be culturally sensitive when building their digital