NGCX 2020

March 23 - 25, 2020

Hyatt Regency Indian Wells, CA

2018 Speakers

Ernie  Garcia
Ernie Garcia
Ernie Garcia, III co-founded Carvana and has served as Carvana’s President and Chief Executive Officer since the company’s inception in 2012. Mr. Garcia is also Chairman of the Carvana Co. Board. Prior to founding Carvana, Mr. Garcia held various roles at the DriveTime Automotive Group, Inc. from January 2007 to January 2013. From January 2007 to December 2008, he served as a financial strategist. He was a managing director of corporate finance from December 2008 to November 2009. From November 2009 until January 2013, he served as a Vice President and Treasurer and Director of Quantitative Analytics. As Director of Quantitative Analytics, Mr. Garcia was responsible for the firm’s ongoing development of consumer credit scoring models, and its utilization of those tools in retail vehicle sales deal structuring and vehicle price optimization. Prior to DriveTime, Mr. Garcia was an associate in the Principal Transactions Group at RBS Greenwich Capital from 2005 to 2006, where he focused on consumer credit based investments. Mr. Garcia holds a B.S. in Management Science and Engineering from Stanford University.
Christine  Kettmer
Christine Kettmer
Senior Director, Customer Experience & Innovation
Marriott International
Christine A. Kettmer is a Senior Director with the Customer Experience (CX) Insights team at Marriott International. She supports the development of consumer needs and synthesizing research insights into usable and actionable steps for The Americas, the largest Continent within Marriott International’s portfolio of over 6,100 hotels and 30 brands. In this role Christine partners with the CX Analytics, CRM, Strategy and Innovation teams to determine the client need and right CX capability area. Prior to Marriott International, Christine worked in brand management at Johnson & Johnson in their Consumer division on the JOHNSON’S® Baby and AVEENO® Body Care teams, responsible for marketing and forecasting brands valued at $285MM. She also held public relations and marketing positions at Hager Sharp, Inc. in Washington, DC, and served as the Communications Coordinator for Franciscans International in Geneva, Switzerland. Christine holds an MBA from The Fuqua School of Business at Duke University with concentrations in Marketing and Social Entrepreneurship and a certificate in Health Sector Management. She received a BA from The College of the Holy Cross, where she majored in English and Spanish.
TJ  Stein
TJ Stein
Head of Customer Experience
TJ Stein is an accomplished customer experience leader with a proven ability to build and scale customer-focused organizations. In his current role as Director of Customer Experience, TJ drives the development, implementation, and execution of a best-in-class customer experience team for MeUndies, one of the fastest growing retail brands in the US. Prior to his current role, TJ worked for Media Temple. For years, Media Temple was repeatedly recognized as one of the fastest-growing companies in North America and one of the best places to work in Los Angeles. As Sr. Director of Customer Support, TJ built an award-winning support organization for a 100+ agent customer support operation.
Jonathan  Mann
Jonathan Mann
Senior Director, User Experience Design
Jonathan Mann is currently Senior Director of Digital Design for Target where he leads the design teams responsible for, Target apps, internal tools, and accessibility. Previously, Jonathan spent 10 years leading design teams at PayPal. Jonathan and his teams have designed digital products that millions of customers use every day, leading to millions of dollars in profit. Jonathan has over 25 years of experience in user experience design, behavioral economics, and instructional design. He lives in Minneapolis, MN with his wife and son.
Michael  Gamble
Michael Gamble
Head of Life Product Strategy
New York Life
Michael has led a variety of high profile projects in his 14 years with New York Life. Most recently working across the service and marketing divisions of the direct to consumer business to evolve projects that will positively impact the customer experience with New York Life. Michael draws from his 10 years as a practicing actuary while evaluating the true value to the organization.
Nicole  Ball
Nicole Ball
Head of Marketing Strategy,
Capital One Investing
I have been in the financial industry for just under 20 years. My focus has been primarily in marketing, with experience in credit card acquisition, existing customer engagement and most recently in the Investing business leading the marketing strategy team. In addition to marketing, I have successfully implemented NPS systems for numerous products and experience during my career. My passion is driving a better CX for our customers, because it’s the right thing to do.
Ruth  Crowley
Ruth Crowley
VP, Customer Experience Design
Lowe’s Companies

Ruth Crowley joined Lowe’s in 2016 as Vice President, Customer Experience Design. Using Human-centered design methodology, she is responsible for leading her team’s efforts to create cohesive customer experiences that are emotionally and seasonally relevant and aligned with strategic company objectives.

Prior to joining Lowe's, Ruth worked with Entertainment Retail Enterprises with clients like Nickelodeon and M&M's World Stores, creating customized products, flagship stores and experiences in global markets. Ruth also has diverse experience with other iconic companies including Harley-Davidson, Universal Studios and Host Marriott (Airports), with a focus on design, retail, product and brand development. She describes herself as a continuing student of business.  

Ruth comes from Ireland and spends much of her free time there with her family including nine siblings as well as nieces and nephews.

Aaron  Bata
Aaron Bata
Head of Customer Experience (CX)
Tuft & Needle
Aaron Bata is the Head of Customer Experience (CX) at Tuft & Needle, a Phoenix-based mattress company focused on transparency and a positive buying experience, where he is responsible for leading the CX team, and finding new ways to connect with customers. Previously, he was a part of the Ninja Service and Operations teams at Bonobos, a New York-based e-commerce driven apparel company. Raised in Prague, London and New York, Aaron moved across the country, with his two cats, Kitten and Dweezy, to join Tuft & Needle without any of them ever having visited Arizona previously. Aaron holds a BA in Political Science from the University of San Diego.
Josephine  Holmboe
Josephine Holmboe
Creative Director, User Experience
As Creative Director for User Experience Design at Fidelity Investments, Josephine Holmboe has over 20 years leading teams and creating designs that range from responsive applications to full product suites and has established visual languages, data visualizations and design systems for complex data. In her leadership role, Josephine has employed various techniques such as Design Thinking, Visual Thinking Strategies and Co-designing with Business partners as a means towards achieving solutions that provide the best user experience possible.
Graham  Tutton
Graham Tutton
Vice President of Customer Experience
Graham leads Comcast’s Customer Insights group, accountable for all primary and secondary research, including technical platforms, impact analysis and communication of intelligence that best defines, prioritizes and drives enhancements to Comcast’s Customer & Employee Experiences. He leverages customer, operational, market and financial data to provide strategic and tactical insights to manage performance, customer expectations and factors affecting Loyalty, NPS and Operational efficiencies. Prior to joining Comcast, Graham successfully lead and advised multiple domestic and global organizations to customer-centric, revenue producing entities through strategic, operational, marketing and service based solutions.
Ann Marie Cilley
Ann Marie Cilley
Director, New Ventures Experience Design
Stacey  Messier
Stacey Messier
User Experience Design Senior Director
Liberty Mutual
Stacey Messier is a creative renaissance woman. She is a design director at work, and an avid painter, runner, and writer for play. Wherever her feet may fall, Stacey strives to provide mentorship and insight that reflects grit, gusto, and expertise. Stacey is currently the Director of Design at Liberty Mutual for the Service & Claims portfolio. She leads six journey teams by stewarding human-centered design methodologies like Lean UX, Design Thinking, and Agile. She previously served as iZotope's Product Design Director and later as the Creative Strategist for the Spire brand. Stacey has also acted in the capacity of Creative Director for brands such as Force Factor, Oliva Cigars, Yale New Haven Hospital, and Kidcity Children's Museum. Finally, you can find her branding expertise published in Logo Lounge 5, Initials & Crests: LogoLounge Master Library Series, and Type & Calligraphy Logos: LogoLounge Master Library Series, as well as insights behind the land of freelance in Cathy Fishel's Freelance Design In Practice.
R. Henry  Capps, Jr MD FAAFP
R. Henry Capps, Jr MD FAAFP
SVP and COO Physician Network
Novant Health
Dr. Hank Capps is a senior vice president at Novant Health and the chief operating officer of the Novant Health Physician Network. The Novant Health Physician Network includes the Novant Health Medical Group, which is comprised of over 2,300 providers and 495 locations, as well as the Novant Health Clinically Integrated Network, which has over 450 providers and 33 locations. Dr. Capps is accountable for all of the operations and infrastructure support of the network. He has previously served as the chief operating officer and chief medical information officer of the Novant Health Medical Group, where he lead the medical group’s implementation of Epic, halving the initial rollout timeline and completing the project with fewer expenses than expected. His efforts helped Novant Health receive the HIMSS Stage 7 award as well as nation-leading results in quality and safety. He currently serves an active role as a strategic leader in many initiatives with a particular focus on human experience, growth, physician support and innovation. Dr. Capps has a relentless passion for reducing unwarranted clinical variation while driving for outcomes that matter to our patients. He has made tremendous efforts to positively impact healthcare as a whole as he has presented at numerous national conferences as a thought leader in patient and physician engagement. He has also been a practicing family medicine physician at Novant Health for 15 years. Dr. Capps graduated from Campbell University in Buies Creek, N.C. and received his medical degree from East Carolina Brody School of Medicine in Greenville, N.C.
Claire-Juliette  Beale
Claire-Juliette Beale
Customer Experience Lead
Barbie Fink
Barbie Fink
CCXP, Director, Customer & Employee Experience
Adobe Systems
Michelle  Musgrove
Michelle Musgrove
Vice President, Customer Experience Strategy & Governance
Elias Hadaya
Elias Hadaya
Vice President of Customer Experience
World Vision

Elias Hadaya is Vice President of the Customer Experience division at World Vision Canada. Elias oversees the development and use of donor insight and customer journey practice at WVC to inform decision-making across the organization and enable an integrated customer experience.  He managed the development of an Integrated Marketing Strategy, and oversees the alignment and prioritization of all marketing projects and initiatives across the marketing organization. Prior to joining World Vision Canada, Elias held different leadership roles in the banking and telecommunication industries.  Elias has a Master’s Degree of Science in Econometrics and in Economics from the Université de la Méditerranée in France.  He is a graduate of the Arrow Leadership’s Executive Leadership Program and he is a frequent keynote speaker at international executive events on the topics of BigData and Customer Experience.  Elias has a seat at the Customer Experience Council of the CMA (Canadian Marketing Association) and he is an active board member at The Christie Refugee Center.

Rhonda Basler
Rhonda Basler
Director, Customer Engagement
Rhonda Basler leads the customer engagement segment at Hallmark Business Connections. An avid business trend watcher and strategic thinker, her customer advocacy expertise stems from over 15 years experience in data-driven brand marketing. Rhonda started her career working in both inbound and outbound customer service contact centers. As the business-to-business unit of Hallmark Cards, Inc., Hallmark Business Connections leverages more than 100 years of Hallmark heritage, creativity and innovation in the business arena to provide meaningful, memorable and measurable solutions that strengthen business relationships with employees and customers.
Prior to her role with Hallmark Business Connections, Rhonda worked with numerous agencies and companies ranging from small businesses to the Fortune 500, achieving measurable marketing results by applying the latest direct marketing innovations and strategic insight. Rhonda specializes in many areas of customer marketing including strategic planning, direct marketing, cross-channel marketing, customer care and data analysis.
Rhonda’s true passion in business is data-driven business solutions because it offers a combination of analysis, creative, strategies and focuses on results. Rhonda is also passionate about new technologies in direct marketing, and integrating offline and online marketing for the greatest return on investment. 
Phil Wright
Phil Wright
World Wide Customer Experience Director
Phil leads Lenovo’s World-Wide Customer Experience mission for its Data Center Business Unit. Prior to his role at Lenovo, he was Director of Global Customer Experience and Enterprise Excellence at Lexmark International, Inc. He is a certified Customer Experience Professional (CCXP) and a certified Lean Practitioner with over 20 years of experience in leading worldwide teams in Customer Experience, Product Development, Quality, and Lean Six Sigma. He holds a Bachelors and Masters of Engineering in Electrical Engineering from the University of Louisville’s Speed Scientific School.
Jenny Tran
Jenny Tran
Creative Director, Global Brand Experience
Jenny Tran is a Creative Lead in Experience Design across various new brands across the PepsicCo Portfolio including Lemon Lemon , IZZE, and is Global Design Lead for LIFEWTR. She is part of the PepsiCo Design and Innovation team based in Manhattan, New York.
Steve Meth
Steve Meth
Chief Experience Officer
Prime Healthcare
Steve, during and after graduating from California Western School of Law, worked with a boutique medical malpractice plaintiffs firm in San Diego. Steve identified underlying themes that triggered patients to sue their care providers and health systems and went back to school to study the impact communication skills have on healthcare outcomes at the University of Illinois at Chicago College of Medicine, earning a Masters of Science in Patient Safety Leadership. Steve went to work for UCSD Health System to design and deploy communication strategies to improve quality, safety and patient experience outcomes before being recruited to become the Director of Patient Experience at UC Davis Medical Center. In 2015, Steve became the Chief Experience Officer for Prime Healthcare, the fastest growing health system according to Modern Healthcare and three time recipient of Truven Health Analytics “15 Top Health Systems". Steve is responsible for leading patient experience and volunteer services across all 45 of Prime’s hospitals in 14 states.
Bradly  J. Sax
Bradly J. Sax
Corporate Director, GuestPath®
Delaware North
Bradly J. Sax has served the hospitality and lodging industries in executive roles in sales and marketing, operations, customer experience management and performance improvement for over two decades. He has worked and collaborated with nearly all major lodging brands including Marriott, Hilton and Hyatt and for financial services clients. Since 2011, he has led the customer experience management practices for Delaware North, a privately held leader in hospitality and food service with global operations at high-profile places such as sports and entertainment venues, national and state parks, destination resorts and restaurants, airports, and regional gaming operations. The company’s 60,000+ associates serve more than 500 million guests annually, generating revenue of $3 billion annually. Before joining Delaware North, Sax served for 10 years as the managing partner of SHG Consulting|Management, a boutique firm dedicated to hospitality and lodging industry customer experience and operational excellence, and as the chief operating officer for a leading North American lodging management and ownership company operating franchised and boutique hotels throughout North America.
Laura  Vigliotta
Laura Vigliotta
Senior Manager, VoC
Nicholas Allen
Nicholas Allen
Head of Design and UX
GE Healthcare
Nick began his career in 2005 as the founder and CEO of a network appliance startup company based out of Illinois Institute of Technology’s incubator program. Most recently, he served as the Director of Technology for GE Healthcare’s US Service division from 2012-15, and currently leads Design and UX for GE Healthcare’s $6B/yr Global Service business. Nick is a collector and restorer of Vintage Computers (Apple1, etc), some of his works are in the Deutsches Museum, Xerox Museum, MOMA and the Computer Museum of America. Nick is the founder of, which is bringing world-class education to K-12 students in remote schools in Haiti. Nick loves spending time going on dates with his wife Becki, having family weekends with his 3 kids, and building new creations in his home laboratory.
Doug Roerden
Doug Roerden
Head of Experience Design
Doug Roerden Design
Doug Roerden is an innovative and adaptable experience design leader and coach, driving human-centric digital offerings from vision to reality, using applied curiosity, design thinking, and design strategy. Former Vice President for User Experience Design at Fidelity Investments, he collaborated with business, technology, and design partners to lead customer experience for financial services. An international speaker and advisor on several boards, Doug's thought leadership and 20 year design practice bridges personal computing through today's digital worlds for non-profit, education, government, and startups as well as 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.
Tabitha Dunn
Tabitha Dunn
Vice President, Customer Experience
Concur Technologies
Tabitha Dunn joined Concur in November of 2014 as the Vice President of Customer Experience. She has successfully built global customer experience teams and practices in two previous companies. She has extensive knowledge in numerous customer experience best practices from building the CX strategy, customer listening, market research, segmentation & persona development, customer analytics program design, customer journey mapping, customer advisory boards, partner feedback and customer driven business cases - all with a strong track record of quantifiable results. When she’s not geeking out about customers and their experience, she loves spending time with her family and devouring books.
Wendy  Haller
Wendy Haller
Red Rocks Credit Union
Melissa  Ferere
Melissa Ferere
Research and Strategy Lead, Insights and Design
Formerly MetLife
Sam  Sherwin
Sam Sherwin
Senior Manager, Voice of Customer Insights
Sam Sherwin joined as the Senior Manager of Voice of Customer Insights in April 2016. Sherwin has led the company in creating and implementing a Voice of Customer program for both consumers and dealer customers. She has been instrumental in identifying opportunities to shape initiatives that improve the customer experience and build loyalty. Prior to joining, Sherwin held a variety of CX and analytical roles for a Fortune 50 company. Her experience and passion have helped her to identify, strategize, and develop breakthrough insights that support and sustain customer-centric initiatives.
Adey  Betre
Adey Betre
Patient Experience Manager
The Johns Hopkins Hospital
Sierra Schwidder
Senior Customer Experience Manager
Mark  Smith
Mark Smith
Senior Design Lead– CX
Cheryl  Chisholm
Cheryl Chisholm
Service Excellence Executive Program Director, Patient Experience Market Director
Banner Health
Jennifer  Knecht
Jennifer Knecht
Vice President of Marketing & Communication
Immanuel Senior Living
Katrina  Schiedemeyer
Katrina Schiedemeyer
Senior Manager, Global Quality and Continuous Improvement
Oshkosh Corporation
Katrina Schiedemeyer is a Voice of Customer leader at Oshkosh Corporation where she leverages VOC and Continuous Improvement (CI) to improve the manufacturing process and customer experience. Katrina has a published thesis on applying continuous improvement techniques by leveraging VOC in the education system. Her work is currently used by many organizations including the US Government to improve the education system. Katrina also serves on the Board of Directors for Mali Rising Foundation where she uses her VOC research experience to improve the quality of education children in Mali are receiving.
Jill  Lengre
Jill Lengre
CCXP, Senior Manager, Customer and Employee Experience Strategy
Myshka  Sansoin
Myshka Sansoin
Customer Experience Specialist
Bombardier Recreational Products
Myshka Sansoin is a Customer Experience Specialist at Bombardier Recreational Products (BRP), the manufacturer of popular powersports brands like Ski-Doo. Guaranteeing a memorable customer experience is her mission. Myshka joined BRP in 2014 to focus on the voice of customers, and ensure they are heard throughout the organization. Prior to her current role, she worked in the tourism industry for 12 years, where she led the customer service operations of 23 national parks of the Québec province in Canada. Myshka has a passion for CX best practices, and empowers others to master them. She is recognized as a customer advocacy leader who collaborates to create customer-focused organizations that drive profitable growth
Angela Maiers
Angela Maiers
Leader. Visionary. Entrepreneur. Disruptor. Change Maker. Angela embodies each of these descriptors with passion, commitment and fierce determination. She has been creating and leading change in education and enterprise for 31 years, teaching every level of school from grade school to graduate school and consulting with companies around the world. Angela founded Choose2Matter to bring the world hope by helping every individual embrace their value and potential contribution. Initially launched to challenge and inspire students to work collaboratively to develop innovative solutions to social problems, Choose2Matter has evolved into a movement that support parents, educators, and employees around the world. Her work in 60,000 classrooms across 100 countries has rallied more than a million children who have banded together to launch 170 social enterprises and pass 17 laws. And organizations across all industries are finding new ways to ignite the genius of their employees, successfully addressing a $15 trillion employee engagement problem Angela earned a BS in Education with a minor in Neuroscience and Master Degrees in Literacy and Ed Leadership. She is the author of eight books, including Liberating Genius,The Habitudes and The Passion Driven Classroom. Angela is widely recognized as one of most influential voices on social media today, consistently ranking in the top 1% and a regular contributor to the Huffington Post. @angelamaiers
Sydney Bee
UX Lead
Bentley University
Steve Piehl
Steve Piehl
Authentic CX
Terry Cain
Terry Cain
The Pinwheel
Steve Church and Terry Cain each spent many years working for large technology companies. They have also studied, observed, and taught customer experience practices throughout the world, served on boards, and won awards. Their book, The Pinwheel, is a metaphor that illumines a belief that "culture is the most powerful asset of any organization'. Their interactive story telling style leaves memorable insights that inspire and enable action
Steve Church
Steve Church
The Pinwheel
Steve Church and Terry Cain each spent many years working for large technology companies. They have also studied, observed, and taught customer experience practices throughout the world, served on boards, and won awards. Their book, The Pinwheel, is a metaphor that illumines a belief that "culture is the most powerful asset of any organization'. Their interactive story telling style leaves memorable insights that inspire and enable action
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. Kathleen 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. She is also an expert in creating vendor management programs and providing counsel regarding strategic sourcing for third-party providers of contact center services. 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.
Astha  Malik
Astha Malik
Vice President of Platform and Product Marketing
Astha Malik is the Vice President of Platform and Product Marketing at Zendesk, where she is responsible for instrumenting and executing on the company's go-to-market strategy to accelerate revenue growth. Astha has over 18 years of experience in driving strategic go-to-market initiatives and building top performing teams with demonstrated success in accelerating revenue growth and a proven track record of bringing category defining solutions to market. Astha previously served as Vice President of Marketing at PagerDuty, a leading digital operations management platform backed by Andreessen Horowitz and Bessemer Venture Partners. Astha has led senior marketing teams for award-winning SaaS, on-premises and hybrid enterprise software solutions across every asset class including Citrix Systems and Prudential and is recognized for the ability to naturally lead initiatives and start-up non-existent functions, projects and processes to fill business gaps with operational excellence. Astha earned her Master of Science degree with the highest distinction and a Director's Award for academic excellence. Astha is an active advocate for diversity and leadership and recognized with awards by organizations committed to the cause including Female Executive of the Year - Stevie awards for women in business and Business Leadership Award by the National Diversity Council.
Ryan Nichols
Ryan Nichols
General Manager of Zendesk Talk
Ryan Nichols is the General Manager of Zendesk Talk, call center software for more personal and productive phone support conversations, and the leader of Zendesk’s solution for omnichannel support. Zendesk builds software for better customer relationships…. approximately 119,000 paid customer accounts in over 160 countries and territories use Zendesk products. Ryan joined Zendesk from Foundation Capital, where he was an Entrepreneur in Residence focused on customer engagement. Previously, Ryan has led the growth of four software startups that help companies connect with their customers. His background also includes SAP, Intuit, McKinsey, and Stanford Business School.
Dr. Narjès  Boufaden
Dr. Narjès Boufaden
Christine Rimer
Christine Rimer
Vice President, Product Marketing and Voice of Customer
Christine Rimer is a seasoned executive in Silicon Valley with a unique blend of product marketing, customer success, and enterprise systems experience leveraged to lead high-performing, cross-functional teams to deliver world-class customer experiences. As the Vice President of Product Marketing and Voice of Customer, Christine leads SurveyMonkey’s global portfolio product positioning, go-to-market strategy, and customer centricity efforts to drive growth. Prior to SurveyMonkey, Christine held a variety of leadership roles at Intuit including leading a large customer success/professional services team with a world class +50 Net Promoter Score. Christine began her career successfully building and managing complex enterprise systems including data centers, ecommerce systems, business intelligence and data warehouses for Intuit, NCR, Macromedia and startups. Christine’s customer-centric approach has been instrumental in driving product go-to-market strategies such leading Macromedia’s efforts as pioneer in online advertising as the Shockwave and Flash product marketing manager as well as a leading the program and partnership launching Intuit’s healthcare offering to 28 million consumers with UnitedHealthcare and CIGNA.
Eric Feinberg
Eric Feinberg
VP of Marketing
David Gardner
David Gardner
Head of Marketing
David is Head of Marketing for Chaordix, a global leader in customer co-creation and collaborative innovation. With over 10 years experience in content marketing and digital strategy, David specializes in engaging customers through the power of community and brand participation. David has developed innovation and customer engagement strategies for Fortune 500 brands as well as startups across CPG, technology, financial services and retail. A true believer in the power of community and making the customer experience a collaborative effort, David is excited to work with more innovative brands co-creating solutions with passionate customers
Dan  Brousseau
Dan Brousseau
Director, Customer Experience
West Monroe Partners
Mahesh Ram
Mahesh Ram
Francisco  Kattan
Francisco Kattan
Head of Product Marketing
Nexmo, the Vonage API Platform
Peter Finter
Peter Finter
Senior Vice President, Chief Marketing Officer
Peter is a senior marketing executive with broad experience building and leading marketing and sales organizations for a variety of global B2B organizations in the U.S., EMEA, and Canada. As Chief Marketing Officer at Couchbase, he is defining the Engagement Database market category and creating breakthrough programs to drive market awareness and leadership. Prior to Couchbase, Peter served as CMO at Gigamon, where he repositioned the brand and launched the company into the cybersecurity market, growing its addressable market by more than $5B and revenues by 40+% CAGR. Before Gigamon, Peter was with Juniper Networks, where he was responsible for worldwide demand generation and the expansion of Juniper’s Enterprise and Service Provider customer base in the Americas. Peter is an Electrical Engineering graduate of Imperial College, London, and a Chartered Engineer.
Dave  Carruthers
Dave Carruthers
CEO and Founder
Will Esclusa
Will Esclusa
Client Strategy Executive, Watson Customer Engagement
Will offers a 15-year history of success spearheading strategic planning in both marketing and enterprise roles in retail. By applying strong business acumen, out-of-the-box ideation for complex situations, and strong leadership talents, Will is very comfortable creating the ‘art of the possible’. Launching his career at Publix in 2003, he was a trailblazer on all ‘customers are not created equal’ strategy. Afterwards at Bonton Stores, known as the ‘bridge connecting silos’, Will spearheaded 5 years of enterprise planning ensuring the organization) was interlocked and focused on delivering corporate strategic imperatives, resulting in positive comparable growth. Will graduated from The University of South Florida later obtaining an Masters from Penn State and ultimately a PhD in Computer Engineer from University of Pennsylvania.
Jeremey Dunn
Jeremey Dunn
Regional Director – Canada
Verint Voice of Customer Solutions / OpinionLab
Jeremey Dunn is the Regional Director of Verint’s Voice of Customer Solution Set for the Canadian market 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. It might seem like an odd thing to be passionate about, but when you break it down it makes a lot of sense because it perfectly combines some of his favorite things: 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 at home in metro Detroit spending quality time with his wife, 3 kids and incredibly photogenic dog Cliff...seriously, the dog’s never taken a bad photo, it’s amazing.
Raj  Sivasubramanian
Raj Sivasubramanian
Director, Voice of Customer Strategy, CCXP
Verint Voice of Customer Solutions / OpinionLab
Raj is a seasoned Customer Experience leader and CCXP with a diverse set of experiences as both a CX practitioner and a consultant in a variety of industries. Raj leads Verint’s strategy around CX consulting offerings and helps Verint’s clients optimize the business impact of their Voice of Customer programs. Prior to Verint, Raj was at eBay where he enhanced their NPS program by driving a shift from simply trending metrics to delivering actionable insights used to improve the customer experience. Prior to eBay, Raj was a consultant advising clients on various aspects of developing customer insights capabilities. Raj is a frequent conference speaker and advisor on the topic of customer-centricity, metrics, and customer feedback. Raj holds an MBA from the Haas School of Business at the University of California, Berkeley and a BS in Electrical Engineering from the Georgia Institute of Technology.
Brian Donnelly
Brian Donnelly
Global Product Marketing Lead for IBM Watson Customer Experience Analytics
Brian Donnelly is the Global Product Marketing Lead for IBM Watson Customer Experience Analytics. He and the WCXA team, as part of Watson Marketing, work to find opportunities and solve problems in the customer experience with innovative offerings that leverage Watson AI. Brian is committed to bringing AI-powered capabilities to market that help companies create better experiences that make for loyal customers.
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.