Next Generation Customer Experience 2017

March 27 - 29, 2017

Park Hyatt Aviara Resort, Carlsbad, CA

Contact Us: 1.888.482.6012


Alex Genov
 Alex Genov 
Head of UX Research and Web Analytics Inc
Alex is an experienced customer research professional who applies his Social Psychology background and his passion for research, design, and innovation to the software industry. His professional goal is to help teams create remarkable products and services which make people's lives easier and more enjoyable.

Currently Alex is leading UX Research and Web Analytics for the Zappos Family of Companies.  In previous positions, he was responsible for research and usability of the products and services for companies like TurboTax (Intuit), State Farm Insurance, and the Active Network.   He has over 15 years of relevant experience – 5 years of academic research and over 10 years of customer research in the software industry.  Alex received his PhD in Experimental Social Psychology from Clark University.   His areas of research include: defining and measuring emotions, individual differences, usability, and consumer segmentation.  

During his academic career, Alex developed and taught college-level courses in Research Methods, Statistics, and Social Psychology.  He has numerous presentations at professional conferences, several publications in peer-reviewed journals, and several patent applications.

Micah Solomon
 Micah Solomon 
Author, High-Tech, High-Touch Customer Service, Customer Service Contributor

Micah Solomon is one of America’s most popular keynote speakers on building bottom line growth through customer service. A bestselling author and hands-on consultant, Micah Solomon specializes in building stellar, profitable customer experiences, company culture, 21st-century marketing, and social (and anti-social!) media.

Micah was recently named the “new guru of customer service excellence” by the Financial Post. His latest business bestseller, High-Tech, High-Touch Customer Service, as well as his perennial bestseller, Exceptional Service, Exceptional Profit, (a collaboration with the creators of the modern-day Ritz-Carlton) have won multiple awards. His expertise has been featured in Inc. Magazine, Bloomberg BusinessWeek, CNBC, Forbes, and the Harvard Business Review.

Micah's uniquely inspiring and humorous speeches convey his passion for everything that makes a business great, delivered in his famously relaxed and friendly 21st-century speaking style. Micah is legendary for engaging his audiences through his sincerity, his genuine passion for his clients’ success, and his unique visual presentation style - no stock photos here, just real life examples.

An entrepreneur and business leader himself, Micah used the techniques he speaks about to build his company from a one-man home operation into a market leader in the manufacturing and independent entertainment field—a story well known to readers of FastCompany and Seth Godin’s marketing bestseller Purple Cow. Micah was also an early investor in the Apple-related speech-recognition technology behind Apple’s Siri.

Kristen Zavo
 Kristen Zavo 
Director Strategic Projects 
Luxottica Retail North America
Kristen Zavo is Director of Strategic Projects & Affiliate Partnerships at Luxottica, where she is focused on customer experience across all retail brands. During her time at Luxottica, she has held roles in Strategy & Innovation and Marketing, where she helped drive all aspects of the innovation process, from identifying strategic opportunities, to managing the ideation process and pipeline, to supporting the growth of an innovation-focused culture. Her background in strategy, finance and management consulting has provided her with ample experience in working with cross-functional teams and aligning both external and internal stakeholders.
Devon Westerholm
 Devon Westerholm 
Sr Director, Customer Experience & Insights 
formerly SunPower Corporation
Devon has built Customer Experience disciplines from scratch at both Adobe Systems and SunPower. Emphasizing operations, employee engagement, marketing and sales, Devon takes a holistic approach that embeds Customer Focus into the day to day work of all employees. Devon’s approach of actively managing a branded experience through leading indicators played a big role in SunPower’s 2015 Temkin Customer Experience Excellence Award. Prior to CX, Devon worked as a Technical Support Engineer at Adobe talking to thousands of customers – understanding what they love, what challenges they have, and how to solve their problems so they can get back to work.

Before serving customers in a business context, Devon worked as shelter staff in various homeless shelters – helping connect those in need with services and resources.

Devon is an advocate at heart who drives company growth through increased customer loyalty.  

Kelly Harper
 Kelly Harper 
Director of Customer Experience Learning 
Bank of Montreal
Kelly Harper is Director Customer Experience Learning for BMO Financial Group — a newly created role within the BMO Institute for Learning. Kelly is accountable for embedding customer experience (CE) into enterprise learning and development and fostering a culture of customer experience innovation.

Prior to her current role, she was Director Brand & Customer Experience — an enterprise role accountable, from a CE perspective, for driving and implementing the strategy to build a unique customer experience and champion this across the organization; from a brand perspective, she was accountable for developing and managing the ongoing implementation of a clear and articulated best-in-class brand strategy.

Kelly has been at the forefront of customer experience at BMO since the launch of its vision “to be the bank that defines great customer experience” in 2008. She describes herself as the resident “customer experience evangelist, coach, and quarterback” — working with the lines of business and corporate groups to help strengthen their connection to the customer and reengineer experiences that are valued by the customer and valuable to the organization.

Kelly joined BMO Financial group in October 1997 and has held various roles within marketing. She spent the first 11 years at BMO as part of the wealth management marketing team, before joining corporate marketing in 2008 to lead the relaunch of the BMO brand.

Kelly holds a Bachelor of Commerce and Master of Management Studies, both from Carleton University in Ottawa, Ontario.
Maggie Lang
 Maggie Lang 
Senior Director, Guest Marketing 
Kimpton Hotels
Barbie Fink, CCXP
 Barbie Fink, CCXP 
Director, Customer & Employee Experience 
Barbie Fink works with teams and leaders across Adobe to champion customer experience innovation and advocacy on a cross-functional basis. In her current role within Adobe’s Customer & Employee Experience Organization and previously in the Digital Media business unit, Barbie is an agent for change, focused on creating and delivering innovative experiences for customers of many of Adobe’s leading products and solutions, including Adobe Creative Cloud and Document Cloud. One of her greatest passions is developing creative ways to engage and inspire employees across all roles in their personal commitment to make a positive difference for customers.  

Barbie is a member of the board for the Customer Experience Professionals Association (CXPA) and is the chair of the board for the CCXP (Certified Customer Experience Professional). She has a Green Belt in Lean Six Sigma, and is a Net Promoter Certified Associate. Barbie received her BA in Psychology from the University of Maryland.

Christopher Barefoot
 Christopher Barefoot 
Communications and Guest Relations Vice President 
Opus One
Christopher joined Opus One in July of 2013 as Vice President of Communications and Guest Relations with responsibility for all communications, hospitality and events at the winery.

In keeping with the Founders’ desire for absolute wine quality, he believes that the customer’s experience at the winery is also a reflection on the wine; therefore, no detail should be missed.

Prior to Opus One, Christopher was the Estate Director for Flowers Vineyard and Winery, a notable producer of estate Chardonnay and Pinot Noir, where he was responsible for the winery’s domestic and international sales and marketing.

Previously, he spent five years working as the Brand Director for Robert Mondavi Winery in Oakville, managing the Napa Valley and Reserve labels. Christopher’s connection to Robert Mondavi’s legacy gave rise to his own passion for fine Cabernet Sauvignon and a shared conviction that the wines of Napa Valley belong in the company of the world’s finest. Christopher holds a BA in French from the University of Virginia, as well as an International MBA from the University of South Carolina. He resides in the city of Napa.
Jessica Pargament
 Jessica Pargament 
Director, Customer Experience 
LensCrafters Inc
Jessica Pargament is the Director of Customer Experience for LensCrafters North America.  She has held roles in eCommerce user experience, omni-channel customer experience, and with her latest role, is responsible for elevating the customer experience across the 1,000+ LensCrafters stores.  Her team ensures the Voice of the Customer is central in the design and rollout of strategic projects, leads the evolution of the customer service model, and manages the Net Promoter Score program for the brand.
Tabitha Dunn
 Tabitha Dunn 
Vice President, Customer Experience 
Concur Technologies
Janis Avila
 Janis Avila 
Managing Director, Residential Lending Client Experience 
Union Bank
Janis Avila serves as managing director and client experience manager for the Union Bank Consumer Lending Division and is responsible for the Division’s overall client experience strategy.  She partners closely with the bank’s Retail and Wealth client experience teams to provide impactful client experience initiatives that align with business objectives.

Utilizing customer and employee feedback to shape programs, Ms. Avila collaborates across the Consumer Lending Division to help ensure efforts are focused on delivering exceptional experiences for the bank’s mortgage customers.  She oversees the team’s customer experience cross functional advisory group comprised of senior level leaders committed to reviewing and participating in decisions impacting customers.

Ms. Avila joined the company in 2008 as an employee relations area manager where she served for six years until being named to her current position.  Previously, she served in corporate Human Resources positions with Univision, MGM Studios, Ericsson Wireless, and A&M Healthcare.  In these roles, Ms. Avila developed and implemented initiatives for talent management and employee engagement, leadership development, and employee relations.

Active in the community, Ms. Avila serves on the YMCA Peninsula Board and volunteers with Communities In Schools and Junior Achievement.  She holds a bachelor’s degree from San Diego State University in International Business.
Tony Drummond
 Tony Drummond 
Customer Experience Vice President 
Tony Drummond is Vice President, Customer Experience at Manheim, the world’s leading provider of vehicle remarketing services. His responsibilities include operationalizing the voice of the customer through experience design, delivery and measurement in a high-touch and increasingly digital B2B auction environment. Prior to joining Manheim, Tony was Associate Partner, IBM Global Business Services, where he provided customer-centric business transformation advisory services to clients in the Media, Entertainment and Telecommunications industries.
Michelle Buretta
 Michelle Buretta 
Customer Experience Manager 
Genworth Financial Inc

Michelle Buretta leads the Housing Finance Agencies (HFA) segment for Genworth Mortgage Insurance. Since 2012, Michelle has held various positions in Servicing, Operations, and most currently as the Market Research and Segmentation Manager on the Customer Experience Team. Prior to Genworth, Michelle worked at North Carolina State University as an Academic Advisor, Instructor, and Researcher.

Michelle has an extensive background in Customer Experience, particularly in the developing effective customer research programs. As both a Certified Customer Experience Professional (CCXP) and Net Promoter Score II (NPS) Certified Professional, she has refined her ability gather customer feedback, identify needs, create effective solutions, and measure impact. She has presented her original research at conferences and roundtables within the mortgage and financial services industries. Specifically, comprehensively studying the Millennial First-Time Homebuyer populations as well as generational differences in web user experiences technology adoption.  She has spent the last five years under the mentorship of experienced Genworth alumni, exposing her to the mortgage industry and Housing Finance Agencies, and she is excited to now be working with the same HFA leaders that enabled her parents to purchase their first home through the assistance of a HFA.

Her formal education includes a Master of Sociology and a Master of Education, both from North Carolina State University, and a Bachelor of Science from the University of Wisconsin-Stevens Point and is a decorated United States Army Veteran. In her free time, Michelle teaches early-morning Group Fitness classes and enjoys the outdoors with her husband, Kevin, and her two pugs, Oscar and Pugsly. She resides in Raleigh, North Carolina.

Mackenzie Shaw
 Mackenzie Shaw 
Director, UX Research 
Mackenzie Shaw is a design thinker, design researcher and problem solver. In her previous life as an industrial designer, Mackenzie designed packaging and products, but soon realized that she needed to better understand who would be using these things and how they would be used. She then spent six years as a design researcher, visiting people around the world to better understand their needs and expectations related to a variety of topics (including wellness, software, gardening tools, office supplies, car interiors and garage lighting, among many others) and assisting businesses in leveraging the research insights to create better experiences. As Director of UX Research at Nationwide, Mackenzie leads a team of experience strategists and researchers who help lines of business and design teams understand their customers by using a variety of qualitative methods and tools. Her team focuses on creating actionable insights to inspire design, influence priorities and align teams throughout the company in an effort to create the best experiences for Nationwide’s members. In her free time, Mackenzie can be found spending time with her husband and four-year-old son. She enjoys being outside on her family’s farm, camping and hiking in the mountains, planning and attending music festivals, and raising money for cancer research.
Kevin Roskopf
 Kevin Roskopf 
Customer Relations Director 
Industries For The Blind Inc
It’s as if the role of Director of Customer Experience at ibMilwaukee/ was built just for Kevin. An eternal perfectionist, Kevin is always looking to make things better both at work and at home. “Whether that is a workflow process or the way a bathroom looks, there is always room for improvement,” he says. And while he thrives on the challenge of finding new ways to make the world class customer experience even better, he says the most rewarding part of his job is seeing the impact that ibMilwaukee & have on changing the lives of blind and visually impaired employees.

When he’s not at work, Kevin enjoys traveling, cooking, baking with his daughter, Cub Scouts with his son and - last but not least - home remodeling projects, of course. 

Karen Kallet
 Karen Kallet 
Chief Digital Officer 
BofI Federal Bank
Mrs. Kallet has served as the Chief Digital Officer, SVP Marketing of BofI Federal Bank – Bank since February 2014. Prior to joining the Bank, Mrs. Kallet was CMO- Chief Marketing Officer for and was Senior Director of Marketing at DeVry Inc., heading marketing and lead generation for the Carrington Colleges Group. Prior she was Vice President of Marketing for SkyMall. Mrs. Kallet began her career with 10 years of bank marketing, where she assumed positions of increasing responsibility, including AVP of Direct Marketing and Sales Promotion at Valley National Bank in Phoenix Arizona. Mrs. Kallet completed her graduate program studies in Digital Marketing and Strategic Marketing Management at Stanford Graduate School of Business. Her undergraduate is from Syracuse University.
Justin Reilly
 Justin Reilly 
Head of Customer Experience Innovation 
Verizon Communications Inc.
Justin Reilly is an entrepreneur, innovator, strategist and thought leader, passionate about the intersection of Marketing, Product and Customer Experience.  At Verizon, he is responsible for digital strategy and innovation, 5-year customer-centric growth and CX practice maturity for the Fios brand. He has a proven track record of ensuring that the life and liberty of Big Ideas shine through in tactical roadmaps. A frequent speaker on Customer Centricity and Digital Strategy, Justin’s eclectic background has afforded him the privilege to work with Fortune 500 brands across the world in a number of capacities.

Prior to Verizon, he was a Director of Strategy and Experience at Macquarium, lead the Strategy and Innovation team at Arke Systems and was a partner at Grey Seven Labs, a digital products group focused on cross-platform insights and intelligence for the enterprise. He co-founded, a comprehensive social marketplace and has a significant background in international lead generation, customer experience, performance marketing and digital products.

Outside of the office, Justin is an award winning Spoken Word artist, a graduate from Wharton Business School and Penn Basketball alum. He possesses an unhealthy obsession with big data and a general disdain for low hanging doorways and small spaces.

Alex Wright
 Alex Wright 
Director of Research 
Jason Kolaczkowski
 Jason Kolaczkowski 
Director of Analytics Data Analytics and Reporting Excellence Team 
Kaiser Permanente
Jason Kolaczkowski is Director of Analytics for Kaiser Permanente Colorado, where he works to coordinate the various analytic functions that span the insurance and care delivery functions of the company. Holding a masters degree in Public Management from the University of Maryland School of Public Affairs, Jason comes from both an econometric and change management background; he learned to use data to answer ambiguous pulic policy problems and worked in the Beltway for a change management consulting firm specializing in Structured Facilitation of business change. Jason has a unique perspective on "blurring the silos," focusing delivering data that cross-functional teams need to work together with in order to leverage, which both builds new habits and forces a re-examing the risk of "failure."
T.S. Balaji
 T.S. Balaji 
Executive Director - Digital Experience 
Cox Communications
Chris Satchell
 Chris Satchell 
Chief Product Officer and Executive Vice President 
Melissa Douros
 Melissa Douros 
Sr. Manager, Digital User Experience 
Discover Financial Services
Melissa Douros is the Senior Manager of the Digital User Experience team at Discover Financial Services just outside of Chicago, Illinois. Responsible for overseeing the UX / CX of the website and mobile app, Melissa leads a large team of project managers, product owners, digital designers, UX architects, copywriter and innovation consultant. With over 15 years in the UX / CX space, she has worked on and lead teams through both the digital space and also system design for internal agents.

Melissa is currently enrolled in a Master’s of Science Human Computer Interaction program through Iowa State University and a website award judge for the Web Marketing Association. In the past year, she has also set up a scholarship for girls going into STEM for Illinois District 214.

In her personal time, as the mom of two little monkeys, she spends her days shuttling her two boys to football, baseball, soccer and birthday parties.
Sean Barrett
 Sean Barrett 
Senior Manager, Technology 
Sean Barrett is an Enterprise Agile Coach at Vistaprint in Waltham, MA. With twenty years of experience in technology, from startups to Financial giants, his Agile journey began in the Lean and Kanban space. While completing Emergn’s Expert Coaching Pathway, his awareness of and passion for the interconnected worlds of Agile, Lean, Organizational Agility and Lean Startup expanded rapidly. At Vistaprint Sean collaborates with a deeply committed team of Agilists to help the enterprise navigate an end to end transformation of their culture, mindset and practices. Vistaprint is shifting its focus away from maximizing utilization, hitting promised dates, and delivering in big batches, to increasing quality through fast feedback, accelerating our time to market, and ensuring we’re concentrating on our highest value opportunities to delight our customers.
 Steve Piehl 
Authentic CX
Lindsey Knowles
 Lindsey Knowles 
Director of Customer Experience 
Lindsey is currently the Director of Customer Experience at Winc, a direct-to-consumer winery and the world's first personalized wine club. She leads customer engagement and retention initiatives, as well as oversees the customer service operation.

Prior to Winc, Lindsey worked at Goldman Sachs, building key relationships with large institutional investment consultants and selling Goldman's full suite of investment products.

Lindsey received her MBA from UCLA Anderson, where she focused on marketing and entrepreneurship. She did her undergraduate work at Harvard, where she graduated cum laude with a BA in English.

Lisa Hess
 Lisa Hess 
Vice President of Marketing and Customer Engagement 
Lancaster General Health
Lisa Hess has more than thirty years of experience in for-profit and non-profit marketing and communications management and consulting. She currently serves as the Vice President of Marketing, Corporate Communications and Customer Engagement at Lancaster General Health in Lancaster, Pennsylvania. In her current role, Lisa is the administrative executive leader for an enterprise-wide customer experience strategy creating a culture of service excellence and working with a cross-functional team to develop and execute a strategy that educates, engages and rewards high performance by employees. Over the past four years, patient satisfaction scores at LG Health increased by 10%. Lisa is a graduate of the Pennsylvania State University with a Bachelor of Science degree in Finance. Lancaster General Health is a member of the University of Pennsylvania Health System (Penn Medicine).
Doug Roerden
 Doug Roerden 
User Experience Vice President 
Fidelity Investments
Doug Roerden is Vice President for User Experience Design Strategy at Fidelity Investments, where he joins business, technology, and design partners to lead the customer experience for financial services. With over 25 years pursuing user experience strategy, his practice spans early personal computing through today's digital worlds for non-profit, education, government, and startups through Fortune and Global 500 companies. Doug holds a Bachelor of Music in Jazz Composition & Arranging from Berklee College of Music and is on a mission to make things more intuitive for whomever, whatever, wherever, and whenever.
Laurie Buzcek
 Laurie Buzcek 
Director of Customer Engagement and Environment 
Laurie Buczek is Intel’s Director of Customer Engagements and Environments, the global organization responsible for evolving and enabling personalized cross channel customer experiences. The organization is specifically focused on unifying business to business digital channels, modernizing marketing strategies to enable lead generation for sales, personalized omni-channel engagement, social sales and customer privacy.

Prior to her current role at Intel, Laurie has managed efforts across digital marketing, product marketing, sales and IT including managing enterprise marketing for the Storage Group, managing the Digital Marketing team responsible for user experience & social media, led the strategy & transformation for the internal adoption of social collaboration, co-launched the first external social community to engage customers and drove marketing initiatives to support the go-to-market efforts around business clients, wireless, network infrastructure & embedded applications.

In her life before Intel, Laurie worked for Forrester Research and Gateway, Inc.  She is currently the Vice Chair of the Board of Directors for Experience Matters, a Phoenix non-profit.  Laurie holds a degree from The Ohio State University.

Jennifer Marrazzo
 Jennifer Marrazzo 
Membership Rewards and Experience Manager 
BJ's Wholesale Club
Marty Cizson
 Marty Cizson 
Digital Servicing | Senior Manager 
Marty is a digital evangelist who has held a variety of digital leadership roles in his time at Discover including digital migration strategies, web customer experience improvements, mobile app feature development, mobile payments, and more. Currently, Marty is leading the transformation of Discover’s digital servicing platforms.

Marty is a graduate of the University of Illinois at Urbana-Champaign, and recently completed his MBA at DePaul’s Kellstadt Graduate School of Business. He is the proud of father of 2 beautiful daughters, and still celebrating the Chicago Cubs World Series!
Ann Marie Cilley
 Ann Marie Cilley 
Director, New Ventures Experience Design 
Ann Marie Cilley has been creating unique and delightful customer experiences for a variety of brands and products for 25 years. She has served beauty care and pet food customers while with Procter & Gamble and Mars Pet Food, and is now part of the Goodyear Company’s Global Innovation group, whose mission is to create a continuous flow of products, processes, and services that provide game-changing customer value. Ann Marie has a BS in Chemical Engineering from Rutgers University as well as a Life Coaching certification from Coach training Alliance, both of which fuel her passion to improve the lives of the world’s customers one experience at a time.
Hilary Hahn
 Hilary Hahn 
VP of Employee Experience 
Frontier Communications
Hilary Hahn is on the FtrCARE leadership team working to transform Frontier customer support experiences from the inside out, with a focus on employees first, building employee engagement, and re-engineering competencies to meet customer intent.

Hahn has led strategy & development of Frontier Secure, a $300 million leanstart-up Business2Business platform of Frontier Communications from inception in 2012, and has created transformative, multi-channel customer-care-center partnerships for Fortune 500 clients. As Customer Experience Evangelist, she
leverages a customer’s perspective as the primary driver for decision-making, and has helped deliver significant increases of Business2Consumer brand promoters, which equate to her client’s bottom-line growth. Hilary is an expert in solving complex business problems with solutions that demonstrate broad market
viability. Best-practice successes that evolved over three years in the partnerships business, are being migrated into FtrCARE.

Hilary has been a speaker at numerous industry conferences and most recently can be found publishing and posting opinion surrounding Customer Experience. You can follow her on LinkedIn and on Twitter
Garred Sheppard
 Garred Sheppard 
Customer Insights And Analytics Manager 
1-800 Contacts
As a seasoned veteran to the optical industry Garred has worked in multiple analytical and managerial capacities. Garred’s career has included all types of quantitative and qualitative research as well as financial analysis, planning and forecasting. His current role is to represent the voice of the customer to the organization through ongoing market research, analysis of trends, and to provide actionable recommendations for market opportunities. Garred holds a B.A. from the Utah Valley University and is currently pursuing a Certificate of Predictive Analytics from UC Irvine.
Nan Bacon
 Nan Bacon 
Manager, Customer Experience 
Shawnee Mission Health
With more than fifteen years of experience in graphic design, branding, advertising and health care marketing, Nan Bacon lives and breathes the brand of Shawnee Mission Health. Her passion is creating consistent and memorable customer experiences through loyalty, relationship and value management.

Pivotal to her role is the ability to recognize and react to the changing needs, expectations and emotions of consumers and to ensure an experienced-centered approach across the organization. Nan provides strategic direction by working with all executives and departments to ensure the relationships, brand, products and services are orchestrated to deliver valuable experiences to patients and associates. This is accomplished by evaluating patient journeys, strengthening brand culture, reviewing customer experience issues to look for systemic solutions and consulting on construction design and associate engagement.
Nathan Deeds
 Nathan Deeds 
Senior Customer Support Manager 
OpenTable, a member of the Priceline Group
A veteran customer advocate and product leader with experience supporting hardware and software in enterprise and startup environments. Currently at OpenTable, previously product manager at Samsung and head of support at Rdio. Always doing for what’s right for the customer and the business.
Alan Wizeman
 Alan Wizeman 
VP of Guest Experience 
Since 1998, Alan has developed the ideas, software, and teams behind multi-million dollar start-ups that have helped grow some of the largest companies in North America. Spanning an array of products from music to real-estate to commerce, Alan has realized billions of dollars in incremental revenue through systematic, innovative agile development of software and services for companies like Target, Amazon, Nike, Levi’s, Sony, Toyota, lululemon and over 100 medium to large scale corporations. With this experience, Alan now focuses on bringing product knowledge, strategy and proven workflows to transform organizations to work smarter and faster, generating significant gains in revenue while retaining millions of dollars in the process.
 Sami Nuwar 
Customer Experience Strategy 
American Bath Group
Brian Anderson
 Brian Anderson 
Principle Designer 
Cox Communications
Brian Anderson is a Principal Designer with Cox Communications. He specializes in Design Thinking and is working on a culture change in Cox through employee-facing projects like improving new employee onboarding and dashboards for investigating and responding to breaks in the cable plant. He has been practicing the science and art of User Experience for 20 years with companies such as AT&T, Panasonic, and IBM. He has been granted 6 U.S. patents for design on mobile phones and security applications.
Valori Borland
 Valori Borland 
Corporate Director 
Ritz Carlton
Valori has nearly 30 years of experience with The Ritz-Carlton and is a subject matter expert on customer analytics, personalized service delivery and service-centric cultures. For over 10 years, Valori’s name has been synonymous with the company’s Customer Relationship Management (CRM) platform. Valori partnered with all divisions of the organization to enhance personalized service delivery, and she served as the organization’s global business leader by providing strategic direction and insight regarding our CRM processes.
Dave Smith
 Dave Smith 
VP of Customer Insights 
Graham leads Comcast’s Customer Insights group, providing the organization detailed customer and employee intelligence to define, prioritize and manage strategic and tactical enhancements to the Comcast Customer Experience. Graham and his team leverage customer, operational, market and financial data to provide comprehensive insights to current performance, customer expectations and factors affecting Loyalty, NPS and Operational efficiencies.

Prior to joining Comcast, Graham successfully lead and advised domestic and international organizations to customer-centric, revenue producing entities through strategic data based operational, marketing and service solutions.
Shuchi Khurana
 Shuchi Khurana 
Director, Voice of Client & Customer Experience 
Northwestern Mutual
Bill Albert
 Bill Albert 
Executive Director, User Experience Center 
Bentley University
Bill is the Executive Director of the User Experience Center at Bentley University and also teaches in the UX graduate program at Bentley. He is co-author of two UX books: Measuring the User Experience: Collecting, Analyzing, and Presenting Usability Metrics and Beyond the Usability Lab: Conducting Large-Scale Online User Experience Studies. He is Co-Editor in Chief of the Journal of Usability Studies, and loves to bridge academic research and the practice of UX. Twitter: @UXMetrics
David Embree
 David Embree 
Product Owner – Mobile & Guest Experience 
David Embree is a high-growth consumer sports & technology founder and businessperson.

Prior to joining lululemon Athletica, David was the Founder and CEO of Athletepath – a social networking platform for athletes, and disruptive ticketing platform for events. Launched in 2011 Athletepath grew to connect millions of athletes while powering thousands of global events until its acquisition in 2015.

At lululemon David is the Product Owner for Mobile Applications, Digital Guest Experience, and Educator Tools. A proponent of connecting and empowering consumers to share meaningful experiences, his community-oriented vision strongly supports the brand and message lululemon fosters throughout the world.
 Alan Gee 
Director of Customer Service 
Claire D’Andrea
 Claire D’Andrea 
Vice Chair of the Board 
Claire D’Andrea, RN, CHTP, INC, CCRC has worked fulltime at Scripps Center for Integrative Medicine, La Jolla, CA for almost 15 years. She has been the Supervisor of Patient Care at the center since 2004 managing a diverse clinical staff of health care professionals including Registered Nurses, Medical Assistants, s Dietician, Exercise Physiologists, Biofeedback Therapists, Acupuncturists, Healing Touch Practitioners and a Research Nurse. She has oversight of the clinical operations of the department including healing modalities classes and workshops, cardiac stress imaging studies, the Lifestyle change program, cardiac rehab and Enhanced External Counter Pulsation.  

She has over 43 years of nursing experience encompassing Integrative and Holistic Medicine, Intensive Care, Research, Maternal Child Health and Home Health. She has earned certifications as an Integrative Nurse Coach from The International Nurse Coach Association, Certified Healing Touch Practitioner from Healing Beyond Borders, Clinical Research Coordinator from The Association of Clinical Research Professionals and she is HeartMath trained though the HeartMath Institute. She is a member of The International Nurse Coach Association, The Holistic Nurses Association, Healing Beyond Borders, The Association of Clinical Research Professionals and the Preventative Cardiology Nurses Association.

Since 2004 she has volunteered her time to support women living with heart disease for WomenHeart, a non-profit. WomenHeart’s mission is’ to improve the health and quality of life of women living with or at risk of heart disease, and to advocate for their benefit.’

She has been a champion and spokesperson for WomenHeart, since 2004 and has presented at many community events and for the California Society for Cardiac Rehab, She has been interviewed on local TV and her story was featured in the 2015 Spring Issue of The Ladies Home Journal section on “Be Well”. Each year she leads Stress Management workshops at the WomenHeart Science and Leadership Symposium at the Mayo Clinic in Rochester, Minn.

Claire has been a member of the WomenHeart Board of Directors since 2012 and served as the Secretary of the Board from 2012 to 2015. In 2015 she was elected to be the Vice Chair of the WomenHeart Board of Directors. 

Claire’s educational background and years of diverse clinical nursing experience has led to a gratifying career in health care. Believing that health is more than the absence of disease, her passion is helping people explore the many facets of healing and the intricate connection of the mind, body and spirt in achieving a state of well-being and health.

Doris Lopez
 Doris Lopez 
Interim Executive Director 
UCSF Benioff Children’s Hospital Oakland
Joan Pepper
 Joan Pepper 
Director of Customer Success 
Joan Pepper stands at the forefront of today’s business: Customer Experience. She considers herself a “CX Architect” who takes a structure in need of improvement and remodels it into an enduring edifice with a customer-centric framework, a bedrock of strong analytics, pillars of customer experience competencies and a cornerstone of engaged and empowered associates.

Joan has spent more than 20 years leading Fortune 500 organizations through demanding, turbulent and steady growth times by creating customer experiences that positively and profitably influence corporate profits. Joan’s drive, resilience, communication skill, passion and analytical mind make her ideally suited to lead the demanding collaboration and cross-functional coordination necessary for successful organizational transformation. Joan is an expert on the integration of business and customer experience design. Using journey mapping as the starting point for her efforts, she leads businesses through constructing a hierarchy of customer needs, designing improvements to meet those needs and implementing change to create a corporate design that achieves symmetry between fulfilling customer wants & needs and corporate performance.

Joan founded JG Pepper Consulting in 2015 to serve as a thought leader for companies who are launching or redefining their customer experience framework. Prior to JG Pepper Consulting, she served as AIG’s Global Director of Customer Experience Analytics where she led end-to-end journey mapping and strategy. Using the tools of mapping, data analysis, surveys, focus groups, creative ideation and human centered design, Joan and her team delivered customer experience improvements that resulted in an ROI of 48% and reduced churn by 10 basis points.
Jessica Hall
 Jessica Hall 
Customer Experience Strategist 
Working at Zappos for over ten years, Jessica has embodied a set of customer-centric core values that has set the precedent for excellence. Her experience comes from leading the Zappos internal fraud review team, call center operations, customer service analytics, as well as the Voice of Customer program for Zappos’ Customer Loyalty Team. Jessica’s team is responsible for leveraging consumer data, primary research, and Voice of Customer surveys to drive upstream design, strategy, and process improvements on behalf of the customer.
Valerie Peck
 Valerie Peck 
Valerie Peck’s background and professional achievements in the Customer Experience strategy, customer experience and journey/experience mapping have positioned her as a point person for many projects where it is critical to not only design strategy but to execute on it.  She is equally comfortable in the board room and the contact center.  In addition to consulting, Valerie has created a software platform called SuiteCX which enables companies and practitioners to aggregate various evidence and ethnographic elements such as voice of the customer, employee and company into a visual storytelling and process format to improve customer experiences, campaign effectiveness and strategic planning.

She has considerable functional expertise in executive-level marketing strategy, Go-to-market positioning, customer interaction strategy, tactics and technical solutioning, business processes, content/knowledge management and touch point/datamart technologies.   Her vertical industry expertise includes the financial services, hospitality, retail, health care services, high-technology, telecommunications, automotive, entertainment and education sectors.  She has significant domestic and international experience.

Projects Valerie has led have included using marketing and customer experience for competitive advantage, “psychology meets technology”, online/offline marketing, contact center/web business, functional, technical designs, RFP development and management, and customer service, service to sales strategy, customer experience optimization, and business case development.

Her hands on experience in management with both major corporations and the Big 5, consulting to a wide array of Fortune 50 and start-ups, give her a wealth of best practices (and worst) to pull from making her a subject matter expert who is highly sought after both in consulting and speaking.

Bart Guthrie
 Bart Guthrie 
University of Alabama at Birmingham
Bart is a recognized leader in the development of translational technology aimed at improving patient care and holds several patents in the field. He developed OmniSite, a computer-based image-guided neurosurgical system currently licensed to Integra Lifesciences Corporation (NASDAQ: IART). He also directed development of the technology for, and was co-founder of, Emageon, Inc., a medical imaging company which went public (NASDAQ: EMAG) and was ultimately acquired. He’s currently Principal Investigator in several institutional grants that support development of information and surgical technology. He is a practicing neurosurgeon at the University of Alabama at Birmingham (UAB). Bart holds a BS and MD from UAB, where he did graduate study in biophysics, and performed his surgical training at the Mayo Clinic and Stanford University. He is an avid runner and swimmer in addition to being a musician and composer when he can find the time.
Stacy Bolger
 Stacy Bolger 
Head of CX Consulting 
As Head of CX Consulting for MaritzCX, Stacy’s focus is enabling organizations to build and implement strategic, comprehensive, and actionable CX solutions that drive business results by better understanding the way their customers make decisions. She does this leveraging over 15 years of experience leading customer-focused efforts in both the financial services and retail industries. She also leads the development of thought leadership strategies for the company.

Prior to working at MaritzCX, Stacy spent a decade in leadership roles at American Family Insurance, leading large-scale customer satisfaction programs and change initiatives. Most recently, she aligned multiple care centers on industry-leading operational practices in workforce management, process improvement, training, and quality assurance. She began her career as a district manager for the global grocery chain, ALDI, Inc.

Stacy has a business degree from Marquette University in Milwaukee, WI. She is on the board of directors for the Western Wisconsin Juvenile Diabetes Research Foundation (JDRF), and a member of the Customer Experience Professionals Association (CXPA).

Stacy lives in Madison, WI with her husband and 3 children.

Caroline Dangson
 Caroline Dangson 
Product Manager 
Callidus Cloud
Caroline Dangson is a product manager and marketer for new products by CallidusCloud CX focused on motivating employees to deliver exceptional customer experience. Prior to CallidusCloud CX, Caroline has worked as a product marketer, product designer, and social business strategist. Caroline began her career as a research analyst forecasting trends in social media adoption and business models. Caroline is passionate about the use of positive psychology and social technologies to more deeply engage employees and customers.
Jeremy Dunn
 Jeremy Dunn 
Senior Director of Sales and CX Strategy 
Jeremey Dunn is a Senior Director of Sales and CX Strategy at OpinionLab and there are few things he’s more passionate about than empowering companies to improve their customer experience through the smart application of technology and VoC data.  In fact, he can’t believe OpinionLab actually pays him to do it for some of the top companies in the US and Canada (but is incredibly grateful they do). It might seem odd, but when you break it down it makes a lot of sense because it perfectly combines some of his favorite things: helping people, solving complex problems, creative thinking and curiosity. Jeremey is a proud graduate of Michigan State University and when not working with clients you’ll find him spending time at home in Detroit with his wife, three kids and dog… or searching the woods of nearby golf courses for the ball he hit there moments before
Kathleen Jezierski
 Kathleen Jezierski 
President & Chief Operating Officer 
Kathleen Jezierski, president and chief operating officer, is responsible for directing the global operations of COPC Inc., a multi-national organization that provides consulting, training and certification services to help companies transform their customer experience operations. With a focus on operational performance, Kathleen has worked with companies all over the world, from startups to members of the Fortune 100. She has a proven track record of building programs to manage, sales, customer service, and technical support across multiple channels. She is an expert in creating vendor management programs and providing counsel regarding strategic sourcing for third-party providers of contact center services. She currently advises COPC Inc. clients in various industries about how to use business intelligence to design and implement omnichannel customer experience strategies that deliver transformational results. Prior to joining COPC Inc., Kathleen held various operational management positions at BellSouth (now AT&T) as a turnaround specialist. She implemented large strategic initiatives through hands-on operational leadership. Her success in building cross-functional relationships resulted in millions of dollars of increased revenue and significant improvement in the customer experience. Kathleen earned her BA in Mathematics Education at the University of Central Florida. She also has an MBA from The Roy E. Crummer Graduate School of Business at Rollins College in Florida.
Jenna Dorman
 Jenna Dorman 
VP Business Development Tech and Telecom 
Vision Critical
Jenna Dorman heads up Vision Critical’s technology sales team. An experienced leader and client-focused professional, Jenna has 11+ years of experience helping tech and telecom companies better understand what their customers want. Jenna has a bachelor of Commerce from the University of British Columbia, and currently resides in Vancouver, Canada.
John Cecilian
 John Cecilian 
Sr. Director of Business Strategy and Emerging Markets 
He has over 15-years of experience holding leadership roles for some of the greatest lifestyle brands of our generation. He has had the opportunity to work for ANF, Michael Kors, Quiksilver, and Under Armour. Most recently John has brought this retail knowledge and expertise to Clutch. Clutch transforms the way B2C brands identify, understand, and motivate their core customers to become loyal brand zealots. He was brought on to serve as SME and strategist for the business Development, Marketing, and Strategy teams at Clutch. John holds a Bachelor of Arts in Organizational Psychology from Duquesne University, and a Masters in Business Administration from Villanova University.
Jenna Flateman Posner
 Jenna Flateman Posner 
SVP, Strategy 
Jenna is currently the driving force behind Strategic Partnerships for Clutch, the premier loyalty, rewards, gifting and mobile commerce platform for consumer-focused retailers and brands. Clutch works with consumer-focused brands worldwide to unify their consumer touch-points including online, in-store, social, and mobile channels, while powering dynamic gift, stored value and loyalty programs. As the database of record,Clutch converts data into actionable consumer insights to drive marketing and operational decisions.
Brennan Wilkie
 Brennan Wilkie 
SVP, Customer Experience Strategy 
Mr. Wilkie’s leadership in customer experience strategy includes the vision and content creation for world-class programs, unique consumer insights, and competitive differentiation through VoC innovation. He has consulted with hundreds of brands, including C-level executives at Fortune 500 companies, to ensure the successful design and implementation of solutions that increase customer loyalty, build brand advocacy, and drive financial performance.

Wilkie brings more than 15 years of experience deep inside the VoC industry. Throughout his career, he has made significant contributions to new sales and business development, in addition to program and product evolution. Notably, he spearheaded InMoment’s business expansion into Europe by establishing a permanent office and thriving client base in the United Kingdom. Prior to InMoment, Wilkie worked as a customer experience practitioner inside one of Canada’s largest operators of chain restaurants.
Eric Feinberg
 Eric Feinberg 
VP of Marketing 
Eric drives ForeSee’s marketing strategy, working closely with the company’s product, client service, and sales teams to infuse innovation and operational excellence into its offerings. Since joining ForeSee in 2004, he has contributed to the organization’s strategic growth, particularly providing leadership around mobile solutions. He is the author of several of the company’s thought leadership studies, including the 11th annual ForeSee Experience Index (FXI) and the American Employee Study.

Eric is a frequent speaker on customer experience analytics, and marketing best practices. He is a board member of the Digital Analytics Association (DAA) and an adjunct professor of mobile marketing at the University of California, Irvine Extension. Previously, he worked as a web analyst, multichannel strategy consultant, usability specialist and focus group moderator. Eric is a graduate of the University of Michigan.
 Sarah Simon 
VoC Consulting Director 
Elizabeth Robillard
 Elizabeth Robillard 
Event Director 
Worldwide Business Research
As an Event Director at Worldwide Business Research, Elizabeth oversees the organization of four business conferences per year. Conference organization includes conducting extensive phone research with 60+ industry experts per event, using call notes to compile a three day conference program that encapsulates top research takeaways, confirming a roster of 40-50 industry leading speakers for each program, working with our marketing team to write effective copy for all outbound marketing messages, coordinating with sales and logistics teams to ensure the best possible onsite experience and prepping for and running the live event. Most recently, she has taken over conference production for WBR’s customer experience vertical, which includes planning and executing the flagship event Next Generation Customer Experience- a cross industry event that attracts 400 CX practitioners yearly. Prior to serving as event director, Elizabeth was assisting the events department with industry research and planning and executing industry webinars for WBR Digital. She currently lives in New York City.

We're already at work booking an industry-leading roster of speakers for 2017 - keep an eye on this page for updates.

If you would be interested in being a part of NGCX, we would love to hear from you.

Click Here to view the list of speakers from our 2016 event.