Call and Contact Center Expo USA

All Speakers

Keynote
Speakers

Shivakumar Padmanaban

Genpact

Defining the CX expectations with current Industry trends, 6 Ps for a successful CX transformation in Customer Care and case studies

Cassidy Klundt

Sitel

Director, Enhancing CX in Post-Pandemic World

Amas Tenumah

BXG

CEO - The Obituary of the Call Center

Seth Preus

Mivation

Motivational Judo

Charles Morgan

Gravity Systems Inc

How the current IT industry discrepancy between the demand for skilled workers and the scarcity of supply affects IT workforce ecosystems.

Mr. Raj Tumuluri

Openstream.ai

State of the Conversational AI & Lessons from the Frontlines

Dan Smitley

Call Design

The Machines Have Taken Over – Now What?

Milan Batinich

A.W. Companies

Stop Forcing Square Pegs into Round Holes

Vern Fernandez

Jabra GN

Real-Time Agent Tools to Improve Customer Satisfaction

Peter Voss

Aigo AI

Why Chatbots are just Trained Parrots, without a Brain?

Suzanne Kirkendall

BVA Nudge Consulting

Using Behavioral Science to Enhance Call Center Performance

Adam Rennert

Inflow CX

Evaluating CX Technology

Alexa Soto

Consult BPO

Leading with Your Core Values

Beth Ziff

American Customer Care

When a Crisis Hits

David Lewis

Nteraction

The Future is Visual Engagement

Simon Black

Awaken Intelligence Ltd

The Future of Agent Guidance is in Real Time: An Exploration of its Impact, Potential and the Role of AI

Nikki Quinn

Playvox

Right-Sizing your Contact Center Operation

John Orton

Primas Group

Could your best agent be an interactive robot or a CGI VA?

Tariq Alinur

Brain CX Inc

Video Chat the ultimate Customer Experience

Hans van Dam

Conversation Design Institute

Why Conversation Design is the secret to successful contact center automation.

Paul Leeuwis

Conversation Design Institute Services

Now what? Practical Advice for Implementing AI powered Chatbots and Voice Assistants in the Enterprise

Ben Ayed

Allio AI

Eliminate Missed Calls with A.I.

Christian Timothy Banhans

Multiconnect GmbH

We enable your success in European telecommunications

Mark Alpern

Cinareo Solutions Inc.

The Hard and Hidden Costs of Attrition in Contact Centers

Jay Prakash Kommu

SmartBots AI

Diego Meneses

Trade Commission of Guatemala

Nearshoring opportunities in Guatemala

Kate Brouse

NTI (National Telecommuting Institute)

Inclusion: The Not-so-Secret Secret to Success

Andrew Seely

MindPoint Group

Director of Architecture and Engineering

Brian Podolak

Vocodia Holdings

Bernoulli’s Principle & Sales

Cathryn Valladares

Nextiva, Inc.

Work Smarter, Not Harder

Alexa Kaltenberg and Jennie Norviel

Rubrica Testing

Happier agents = Happier customers: Assessing communication and empathy before you hire

Jason Ten-Pow; Best-Selling Author of UNBREAKABLE

bespokeCX

The secret to higher customer satisfaction

Forest Ward

Calldrip, Inc

The Enduring Power of Human Connections: A People-First Approach to Improving Customer Experience and Driving More Sales

Francis Riley

World Connection

PARTERNERSHIP ON THE SEAS - How Margaritaville at the Sea emerged from the pandemic.

Tracey Nyholt

TechJutsu

Making the Call Center Experience Frustration Free

Jim Payne

Dialpad

Redefining Customer Engagement with AI

Chandra Khatri

Got It AI

Got it AI

Stephen Baer

The Game Agency, a division of ELB Learning

Level-Up Your Call-Center Customer Service Training with Gamification

Chaitanya Chokkareddy

Ozonetel Communications Inc.

Contact Centers Reimagined: Revolutionize the Customer Experience

Tim Pabich

Magnitech

Hacking The Hacker Using Modern Technology

Donald Klindt

Pentamix Security

Modernization of Data Protection for the Remote Work Force

Gary Graves

TotalCX

Understanding the CX Mindset

Ken Hayes

Cloud 5

National Director, Contact Center Sales

Kevin Hayden

Thrio, Inc

Frictionless CX Digital Journeys

Kenida Lewis

The Adinek (Talent) Group

Attracting, Retaining & Winning with Talent

Jennifer McTurk

World Connection

Combining crossfunctional teams to build outstanding Customer Happiness

Sabrina Baksh & EJ Bowen

Upstream Works Software & OmniLegion Technologies

Elevate the Agent Experience with AI and Automation

Josh Stanley

Zoom

Planning for Successful Customer Engagement Solution with Zoom

Raj Tumuluri

Openstream.ai

Bridging the Knowledge Gap

Josh Varela

Ring Central

The Rising Agent Migration - How to address elevated expectations and make 2022 the best year yet

Meg Vaidya

Wayfair

Customer Service Innovation - The Wayfair Way

Brennan Lodge

Head of Data Science - Goldman Sachs

Home Grown Machine Learning

Ken Arakelian

ENACOMM

The Magic of Conversational Banking

Jeff Fettes

Laivly

The Evolution of Real-Time Digital QA

Nuri Gocay

Webex by Cisco

Power your digital transformation with Webex

Aditya Agashe

Author - Swipe to Unlock | Product Manager - Microsoft

Business Strategy for Product Builders: Market Entry Strategies & Predictions

Kentis Gopalla

Zoom

Reimagining the Customer Experience with Zoom

Parth Detroja

Author - Swipe to Unlock | Product Manager - Facebook

Business Strategy for Product Builders: Market Entry Strategies & Predictions

Analisa Dominic

CMO & VP of Marketing - Opengear

The Power of Partnerships

Michael Puccinelli

SingleComm

The Magic of Customer Engagement: How to Delight and Surprise Every Time

Michael Loeb

Loeb Enterprises

The Magic of Customer Engagement: How to Delight and Surprise Every Time

Jiquanda Nelson

PACE

Ally to Action: Unlocking Innovation through Diversity and Inclusion

Maddy Martin

Smith.ai

Capture and Convert More Leads with Outsourcing and Automation

Perla Humphrey

Edifius

The Digital Call & Contact Center Agent

Aaron Fischer

OfficePartners360

“Things We Think & Do Not Say: Taking the Stigma out of BPO”

Brian Redden and Doug Deker

Call Center Power

Vetting Outsource Providers: Pre vs. Post Pandemic

Frank Esparza

Call Center Services International

“Contact Center Success in Mexico”

Mark A. Houpt

DataBank Holdings, Ltd.

Data Protection in a Customer Driven World

Leo Bletnitsky

Healthy Technology Solutions

Healthcare 2021 - Call Centers, HIPAA, Cyber Security and More…

Andrew Casson

Content Guru

The Cost and Ops Advantage: Growing with end-to-end CCaaS Solutions

TJ Crews

Cyber Protection Services

Digital Self-Defense in an Uncertain World

Shai Berger

Fonolo

A New Reality for Contact Centers: The Labor Shortage is Here to Stay

Dr. Venky Krishnaswamy

Dialpad

The Future of Customer Service is Digital-First and AI-Native

Ira Cohen

MMDSmart

Embrace Your Mobile SuperPower

Douglas W. Barbin

Schellman & Company, LLC

Scaling FedRAMP – The Assessors Perspective

Jill Christensen

Jill Christensen International

If Not You, Who? How to Crack the Code of Employee Disengagement

Derek Roberti

Cognigy

Why Contact Centers’ Next Big Move is: Voice Bots

Mike Otting

First Orion

Brand Impact: How Branded Calling Increases Customer Connections

Sarah Wesen

Frontline Call Center

The Frontline Journey

Nikola Mrksic

PolyAI

Revolution is happening: Superhuman voice assistants for CX leaders

Daniela Semeco

Polyglotte

Gig CX and the Multilingual Contact Center

Amanda Malach

ArenaCX

Businesses Gone Wild: Is your outsourcing strategy leaving you overexposed?

Anoosh Roozrock

Aloware

Keeping Up with Mobile Customers: Business Texting for Contact Centers

David Larsen

Utz Accent

Artificial intelligence, technology for languages.

Kelly Painter

eSkill Corporation

How to Hire and Train for the Skills Call Center Agents Need

April W Sullivan

Caller ID Reputation

How to Navigate the Call Labeling and Blocking Ecosystem

Eric Troutman

Squire Patton Boggs

How to Navigate the Call Labeling and Blocking Ecosystem

Mike Hallowell

Outsource Consultants

Strategies for Combatting Rising Outsourcing Costs at Home and Abroad

Frank Wassenbergh

Cloudlinx

Migrating to the cloud? Learn 8 critical considerations to avoid expensive mistakes.

Benjamin Gleitzman

Replicant

The Great Resignation: Why Your Contact Center Won’t Survive without Automation

Elijah Cox

Snowfly Performance

Improving Performance and Loyalty with Employee Engagement

Kevin Abbott

Moss Adams

Cybersecurity For The C-Suite

David Grant

AMC Technology

Forget roadmaps: orchestrate your contact center with customizable integration scenarios

Chase Labrador

TechStyleOS

Where the Fashion Runway meets Knowledge Management: The TechStyleOS Lighthouse Implementation Success Story

Mike Mixon

Textel

How Pearson Education Improved Engagement by 225% with Texting

Andrew Kennedy

Work Entropy

The Cycle of Ensuring WE All Thrive

Marc Bernstein

Balto

Optimized for Excellent Conversations: Reshaping Today & Tomorrow's Contact Center

Fred Stacey

Smartz Solutions

The experience culture is here! But which one?

Arjan ven den Berg

CONTACTCENTER4ALL

Contact Center benefits when Microsoft Teams meets CC4Teams

John Kelvie

Bespoken

Testing, Tuning and Monitoring for Optimal Customer Experiences

Tom Michaelian

Neustar, Inc., a TransUnion company

Customer Contact Excellence in the Era of Robocalls and Call Fraud

Casey Denby

Zenarate

Create top-performing new hires, even from home!

Casey Hall

ERC

Create top-performing new hires, even from home!

Rich Wang

Observe.AI

How to Supercharge your CX with Conversation Intelligence

Fabian Eppler, Aarde Cosseboom, Alex McBratney

USU Software AG

Improve Agent Experience with Knowledge Management

Marty Sarim

ERC

Create top-performing new hires, even from home!

Milan Batinich

A.W. Companies, Inc.

Solving for the Employee Engagement Enigma

Cristopher Kuehl & Shannon Brown- Hess

Sitel & CallMiner

Automating QA to Drive Measurable Results, Faster!

Nicole Culver

Pindrop

The Future of Call Center Authentication and Fraud Detection

Mark Hertel

PCIpal

Achieving Sustainable PCI Compliance while Enhancing CX

Sam Hahn

eGain

Knowledge Hubs: The Key to Successful Digital Transformation of Customer Experience

Chris Anderson

AirKit

Lowering Your Cost to Serve with Digital CX Automation

Lina Delgado Cano

American Customer Care

Rethinking KPIs: Do They Say Anything about Customer Effort?

Jose Ferreras

Confie Business Process Outsourcing (Confie BPO)

Maximize efficiency, improve business outcomes and drive service excellence

Craig Renzulli

Balance Staffing

Hire right, right now.

Dennis Wakabayashi

Customer Experience Factory

Getting back to CX basics in 2022

Nate Brown

Arise

Forging Loyalty, Inside and Out

Dan Gingiss

Author

How A Remarkable Customer Experience Can Be Your Best Sales and Marketing Strategy

Frank Pettinato

Avantive Solutions

You Had Me at Hello: How to Increase Sales Conversion & Efficiency with Hiya's Branded Call

Shivakumar Padmanaban

Genpact

Defining the CX expectations with current Industry trends, 6 Ps for a successful CX transformation in Customer Care and case studies

Cassidy Klundt

Sitel

Director, Enhancing CX in Post-Pandemic World

Amas Tenumah

BXG

CEO - The Obituary of the Call Center

Kate Brouse

NTI (National Telecommuting Institute)

Inclusion: The Not-so-Secret Secret to Success

Josh Stanley

Zoom

Planning for Successful Customer Engagement Solution with Zoom

Raj Tumuluri

Openstream.ai

Bridging the Knowledge Gap

Josh Varela

Ring Central

The Rising Agent Migration - How to address elevated expectations and make 2022 the best year yet

Meg Vaidya

Wayfair

Customer Service Innovation - The Wayfair Way

Brennan Lodge

Head of Data Science - Goldman Sachs

Home Grown Machine Learning

Ken Arakelian

ENACOMM

The Magic of Conversational Banking

Jeff Fettes

Laivly

The Evolution of Real-Time Digital QA

Nuri Gocay

Webex by Cisco

Power your digital transformation with Webex

Aditya Agashe

Author - Swipe to Unlock | Product Manager - Microsoft

Business Strategy for Product Builders: Market Entry Strategies & Predictions

Kentis Gopalla

Zoom

Reimagining the Customer Experience with Zoom

Parth Detroja

Author - Swipe to Unlock | Product Manager - Facebook

Business Strategy for Product Builders: Market Entry Strategies & Predictions

Analisa Dominic

CMO & VP of Marketing - Opengear

The Power of Partnerships

Michael Puccinelli

SingleComm

The Magic of Customer Engagement: How to Delight and Surprise Every Time

Michael Loeb

Loeb Enterprises

The Magic of Customer Engagement: How to Delight and Surprise Every Time

Jiquanda Nelson

PACE

Ally to Action: Unlocking Innovation through Diversity and Inclusion