Verint Systems

3M

Raj Rao

Vice President of Global e-Transformation

5CA

Jelmer IJbema

Manager Workforce Management

AAA Washington

Janet Ryan

Director, Call Center Operations

Abbey

Kirsty Lacey

Quality Team Manager

ABC Fine Wine & Spirits

Louis DeFalco

Corporate Directory of Safety & Security

ABN AMRO

ABSA Bank

Accor Hotels

Christelle Zuccotti

Director Of Operations

Addison Lee

Chris de Souza

Call Centre Manager

Admiral Group plc

Leeanne Harvey

Customer Insight Manager

Aegon

Lynne Frickleton

Contact Centre, Department Manager

Aegon

Liam Morris-Ellis

Resource Planning Manager

Aer Lingus

Paul Buckley

Head of Social

Air Berlin

Diana Müller Nied

Service Centre Manager

Alight Solutions

All Partners Access Network (APAN)

Allianz Partners

Nate Ford

Speech Analytics Analyst

Alorica

Mark Fortlage

Vice President of Operational Support

American Eagle Federal Credit Union

Kevin Murray

Vice President, Branch Ops & Admin

American Savings Bank

Amtrak

Atento

Atlanta Gas Light Company

Traci Bahsoon

Manager of Processes And Initiatives

Auto & General

Automobile Protection Corporation (APCO)

Mark Reilly

Telecommunications

Aviva

Tristan Harper

Principal Data Scientist

AXA Ireland

Seamus Merity

Head Of Direct Business

AXA Ireland

David McGuire

Head of Workforce Planning & Operational Insights

Backcountry

Jason True

Former Director of Support Operations

Banco Sabadell

Bank Dhofar

Ammar Askari

Head of Customer Experience

Bank of Montreal

Bruce Boyle

Senior Manager of Operations and Support, Bank of Montreal

BayPort Credit Union

Jorge Gonzalez

Fraud and Security Supervisor

Berkshire Bank

Tina Pickup

Vice President of Security and Fraud

BGL Group

Louise Cook

Forecasting and Capacity Planning Analyst

Blake Collections

Dave Holding

Collections Executive

Blue Cross and Blue Shield of Louisiana

Mattias Liljeberg

Software Engineer Lead

Blue Cross Blue Shield

Mattias Liljeberg

Software Engineer Lead

BMW

BNP Paribas

Anastasiia Novak

Speech Analytics Product Owner and Agile Transformation Leader in Personal Finance Operations

BNP Paribas

Anastasiia Novak

Speech Analytics Product Owner and Agile Transformation Leader in Personal Finance Operations

Boot Barn

Brian Huff

Director of Loss Prevention

bpost

Broadridge

Richard J. Daly

CEO

BT Business Sales

Beatriz Butsana Sita

Director, BT Business Sales

Budget Insurance Services

Nick Edwards

Senior Manager Renewals

Bullhorn

JR Stricker

Senior Vice President of Support

BVG

Burkhard Eberwein

Head of Vehicle Management (Bus) Department

Capita

Capitec Bank

Karl Senekal

Forecasting and Scheduling Technology Team Leader

CardWorks

Carlson Craft

Brenda Crosby

Customer Interaction Business Analyst, Carlson Craft

Carnival Cruise Line

Brandon Roundtree

Manager, Commercial Reporting & Analysis

Catalina Express

Steven Jones

Workforce Manager

Chartered Institute of Personnel and Development

Steve Bridger

Community Manager

Cherwell Software

Jason Turner

Corporate Web Development Manager

Citizen Watch

Barbara Garces

Chief Digital Officer

Citizens and Farmers (C&F) Bank

Dollie Kelly

Vice President and Security and Retail Operations

Citizens Energy Group

Barbara Garces

Chief Digital Officer

City of Guayaquil

Cesar Lopez

General Manager, Union Electrica Ecuador

City of Hamilton

Cindy Mercanti

Director, Customer Service, POA, and Financial Integration

City of Niterói

Rodrigo Neves

Mayor

City of Rochester

Arleen Hyland

311 Call Center Manager

City of San Antonio

Louise Craig

Experience Architect, Information Technology Service Department

City of Surat

Rakesh Asthana

Police Commissioner

City of Tallahassee

Co-operative Financial Services

Ann Marie Stagg

Head Of Insurance Services

Cognizant

Mani Sareen

Interaction Analytics Head

Comerica

Kristy Brandon

SVP of eBanking Retail Products

Commerce Bank

Gary Haworth

Manager of Contact Center, Workforce Management, Quality and Training

Comparis

Dominic Stöcklin

Head of Social Media

Connex

Jay Kunarathnam

Chief Operating Officer

Consulta

Ruan van Niekerk

Senior Systems Engineer

Continuum

Dan Carbonnell

Vice President and Chief Information Security Officer

CredAbility

Credit Union of Colorado

Laura Reinhold

Member Service Contact Center Manager

Criminal Justice Agency

DAMART

Graeme Hall

Head of Customer Services

Danish State Railway (DSB)

Anne Lise Bach Sørensen

Contact Centre Manager

DAS

Anita Yandell Jones

Operational Solutions Manager

DB Vertrieb

Dimitri Penner

Conversion Optimizer

de Volksbank

Ben Roosenthaler

Product Owner of the CRM System

Defacto.Call Center & Dialog

Gerald Schreiber

Managing Partner

Delta Community Credit Union

Gail Ruppersburg

Physical Security Specialist of Properties and Facilities, Delta Community Credit Union

Delta Community Credit Union

Kim Hodgkin

Corporate Security Manager

DenizBank

Altuğ Merhap

Director

Detroit Metro Airport

Eastern Michigan University

Greg O’Dell

Chief of Police Department

Eastman Chemical Company

Kirk Jones

Security Technologist

Ecotricity

Nick Benzie

Resource Planning & Reporting Manager

Elavon

Roman Trebon

Business Review Manager, Speech Analytics

Elkjop

Tobias Zackrisson

Business Development Manager

EMC

Dan Fitzgerald

Vice President, Global Real Estate and Facilities

Envera Systems

Equiniti

Eventbrite

Megan Millet

Social Support Program Manager

Everise

Ganapathy Subramaniyan

Chief Information Officer

First Horizon

Ben Hopper

SVP, Head of Strategy

First Interstate Bank

Justin Svec

Corporate Security Manager

First National Bank

Adrienne Bewsher

Business Solutions Manager

Five9

Luis Santo Domingo

Vice President, Sales and Partner Operations

Florius

Deliane Schimmel

Manager Advice and Service

Forca

Nicholas H.S. Reim

Head of Digital Business Development

Freshly

Megan Merrick

Associate Director, Innovation and Brand Experience

General Dynamics Information Technology

Ravi Rampersad

Telecom Engineer

Georgia Aquarium

Beach Clark

Vice President of Information Technology

GNC

Chadwick Hamby

Senior Director of Ecommerce

Green Shield Canada

Group Elite

Shane Maguiness

Vice President of Global Partner Development

Grow Financial Federal Credit Union

Joe Rosado

Vice President, Real Estate Lending

Guardian Life

Scott Boyd

Director of Workforce Planning

Guild of Sommeliers

Geoff Kruth

COO

Harel Group

Tami Grossman

Vice President of Customer Service

HCF

Belinda Sproule

Call Centre Manager

Hearing First

Teresa H. Caraway

Chief Executive Officer

Her Majesty's Revenue and Customs

Keiron Sanders

Deputy Director, Planning & Resources

Heritage Trust Federal Credit Union

Ariel Smith

Network Services Manager, Information Technology

Hg

Jess Greenhalgh

Head of Community and Portfolio Engagement

Holland America Line

HomeServe

Alison Hanson

Director of Contact Centre Strategy

HomeServe

Kieron Homer

Head of Business Change & Anaylsis

HSBC Mexico

Francisco Diaz

Contact Center Director

Human Services Agency of San Francisco

Taninha Ferreira

Operational Manager

Humana

Hurtigruten Group

Manas Vyas

Workforce Planning Manager

IAG

Nicole Shobrook

Executive Manager of Digital

Ibex

Ray Graversen

Platform and Analytics Manager

ING Direct Canada

David Archard

Head of Analytics and Quality Assurance

Kentucky Exposition Center

Alicia Montgomery Dunlap

Information Systems Manager

Knology

Scott Evenson

Director Of Customer Care Operations

L’Oreal Paris

Annamarie Bermundo

Assistant Vice President of Digital and CRM Platforms

LeasePlan USA

Ann Jordan

Director Of Learning & Development

Leeds City Council

Alec Maycock

Contact Centre Manager

Legal & General

Tom Duffy

Operational Planning Team

LetsGetChecked

Adam O’Rourke

Workforce Optimization Manager

Liberty Bank and Trust

Aaron McDonald

Assistant vice president and Director of corporate security

LifeCare Assurance Company

Jim Rogers

Vice President And Chief Information Officer

Lindner Hotels AG

Gunnar von Hagen

Head of Operations & Central Project Management

Logica

Huw Williams

Global WFO & Contact Centre Design Consultant

LV=

Macmillan Cancer Support

Laura Goss

Online Community Manager

Maincom Telemarketing Services

Markus Rebitzky

Chief Executive Officer

Malomatia

Ashish Kohli

Contact Center Operations

Mayo Clinic

Serguei Novitsky

Mayo Clinic

McMaster University

Anthony J. Levinson

Associate Professor and Director of the Division of e-Learning Innovation

METCAD 9-1-1

Greg Abbott

Deputy Director

Meyer Group

Tanya Geekie

Head of Customer Experience

Micro Focus

Raquel Winkler

Community Manager

MIDFLORIDA Credit Union

Michael Cheeseman

SVP Business Intelligence

Minneapolis/St. Paul Metropolitan Council

Peter Bell

Chair, Metropolitan Council

Mohegan Sun

Mica Millbach

Security Technology Manager and Information Security Manager

Motability Operations

Josie Phillips

Speech Analyst

Mphasis

Rajat Gupta

SVP & Head, Global Delivery, NextOps Portfolio

MRIS

MSC Industrial Supply Co.

MSC Industrial Supply Co.

Gail Magdowski

Senior Manager, Customer Care Workforce Optimization

NASA

National Bank of Commerce

Troy Lambert

Assistant Vice President, EServices Director

National Telecom Public Company

Nationale Nederlanden

Guus Genuit

Senior Manager

Nationale Nederlanden

Xander van der Poel

Change Manager

Navitor

Cory Gallagher

Customer Service Department Manager

Navy Federal Credit Union

Navy Federal Credit Union

Jeff Bretana

Manager of the Real Estate Lending Workforce Optimization Team

Nedbank

Dawie Van Der Merwe

Head of Workforce Optimisation, Nedbank

Neopost

Warren Tait

Customer Service Director, Neopost

New York Life Insurance Company

Gian Brackin

New York Life

New York Life Insurance Company

Alex Richwagen

Corporate Vice President, Analytics

NHS Business Services Authority

Theresa Britton

Head of Service – Pensions

Nielsen IQ

Ivan Serrano

Survey Hub Leader

Ninety One

Marius Van Tonder

Global Infrastructure Manager

Nordic Semiconductor

Eivind Sivertsen

Online Presence Manager

North Lanarkshire Council

Peter Tolland

Chief Information Manager

Norwich Union Life Direct

Adrian Hawes

Head of Workforce Management & Telephony

NWN Corporation

Kevin Basden

Contact Center Offering Lead

OFI Asset Management

Julien Bianchin

Infrastructure and Operations Manager

Olympus

Ana Maria Albert

Community Manager

Omnicell

Crystal Fry

Workforce Optimization Analyst

Pitney Bowes

Jodi McBride

National Training Manager

Pivotal Home Solutions

PlumChoice

Jaymee Gerard

Operations Business Analyst

PNC Bank

Tom Hunley

Chief Operating Officer of Branch Banking

Port of Galveston

Steve Cernak

Port Director

Premier Bankcard

Nicole Garber

Director of Customer Experience & Process Innovation

Price Chopper

John Neuberger

Director of Loss Prevention

Redstone Federal Credit Union

Jonathan Kirby

Physical Security Manager

Reducing Reoffending Partnership

Ian Gibson

Director of Business Services

Region of Waterloo

Sheri Markle

Manager, Service First Call Centre

Regions Financial Corporation

Jason Epstein

Executive Vice President of Sales, Service, and Performance Management

Riyad Bank

Peter Halsor

Chief Customer Experience Officer

Riyad Bank

Khalid Alkhudair

Chief Executive Officer

Road Scholar

Mark Fagiano

Digital Channel Director

Royal & SunAlliance

Jo Pinhorne

Contact Centre Systems Consultant

Royal College of Physicians

Nina Newberry

Medical Workforce Manager

RSA

Rebecca Henry

Operations Director

rue21

RWS

Lennert Fransen

Community Coordinator

RWS

Georgiana Iancu

Community Manager

Sage Software

Amy Flaxel

Director, Training and Development, Customer Support, Sage Business Solutions

Sage Software

Derek Vink

Manager, Online Communities

Saint Louis University

Laura Geiser

Assistant Vice President, Brand Management

Scicom MSC Berhad

Leo Ariyanayakam

Chief Executive Officer

Securitas Direct

José Luis Martin

Chief Information Officer

SF311

Sheffield City Council

Simon Gunnell

Operational Manager

Shoe Carnival

David Hudspeth

Manager of Customer Service and Fulfillment

ShoreBank

Paul Navarrete

Manager Of Customer Experience

Siemens Business Services (SBS)

Gerhard Kress

Service Desk Director, Production Support

Sky Deutschland

Robert Wiedemer

Head of eCare Help

SNS Bank

Ben Roosenthaler

Product Owner of the CRM System

Sound Communications

Darin Cooper

President and Chief Technology Officer

South Staffordshire District Council

Andy Hoare

Assistant Director of Business Transformation and Digital Technology

Stanley Black & Decker

Samantha Thompson

STARTEK

Joy Martens

Director Client Services

STARTEK

Abhinandan Jain

Chief Digital Officer

Suncorp

SunTrust Banks

Jane Barringer

Senior Vice President

Sur La Table

Rachel Frederick

Vice President and General Manager of Digital Business

Sutherland Global Services

Tatra Banka

Ľuboš Ková

Director

Tech Mahindra

Jitendra Agnihotri

Head of Delivery

Technology Services Industry Association

John Ragsdale

Vice President of Technology Research

Tele2

Ingrid van der Fits

Customer Service Experience Manager

Telecontact

Victor Volskiy

General Director

Telefónica O2 Ireland

Eibhlin Payne

Head of Customer Care

TELUS International

Test-Aankoop

Bram Vermeire

IT Manager

Texas Department of Criminal Justice

Melvin Neely

Deputy Director – Information Technology Division

Thames Water

Will Brown

Head of Planning

The City of Edinburgh Council

Nicola Harvey

Head of Customer & Digital Services

The Football Association (FA)

Tim Bamber

Social Community Officer

The General

Allison Garretson

SVP, Operations & Customer Engagement

The Healthcare Finance Members Association (HFMA)

Melanie Binder

Senior Manager, Community and Council Engagement

The Home Depot

Marvin Ellison

Vice President of Loss Prevention

The Institute of Engineering and Technology

Evanna Gale

Content and Engagement Manager

Thermo Fisher Scientific

Phil Montville

Senior Corporate Commercial Operations Specialist

Thermomix

Zuzana Latanikova

Global Community Manager

Titleist

Mike DePaolo

Team Titleist Manager, Titleist

TMJ, Inc.

Fuyuki Takeuchi

Manager, Quality Development, Business Innovation Division

Topdanmark

Jens Green

Director of Marketing

TriNet

Tryg

Ditte Gjørup Larsen

Speech Analyst

Tryg

Stefan Årskaug

Speech Analytics Manager

Turnkey Intelligence

Jaclyn Cranston

Senior Director of Research

Tyler Technologies

Lauri Travis

Community Manager

Tyne Tunnels 2 Limited

Hanson Pottinger

Technical Manager

U-Haul International

Joel White

Forecasting Manager

UGI Utilities

Daniel Adamo

Director, Customer Service

Union Bank

Mike Maloof

Vice President and Director of Corporate Security

Unisono

United States Army Recruiting Command

Michael D. Nelson

Survey Statistician

United Utilities

Libby Forde

HR Systems Specialist

Urban Science

Randall Tallerico

Chief Marketing Officer

USANA Health Sciences

Georgiann Hernandez

Workforce Management Administrator

Vacanceselect

Van Lanschot Kempen

Martijn Boevink

Manager Client Services

Vega

Bridgette Clare

Customer Experience Team Lead

Virgin Mobile

John Elliott

Head Of Customer Operations

Visions Federal Credit Union

Amie Reilly

Security/BSA Compliance Officer

VIVAT

Vodafone Ireland

Justin Conry

CRM Stems Manager

Volaris

Hector Espinosa

Content, Social Media and Product Manager, Customer Engagement

VSP Vision Care

Dan Salter

Manager of Contact Center Operations

VSP Vision Care

Laura Costa

Chief Operating Officer

VTB24

Yury Nosenko

Deputy Head of Quality Control and Monitoring

VyStar Credit Union

Kevin Owens

Vice President of Security and Safety

VyStar Credit Union

Pablo Diaz de Sandi

Vice President, Voice of the Member

Wells Fargo Bank

Bob Chlebowski

Executive Vice President, Distribution Strategies

Wesbank

Wesleyan

Valda Mills

Underwriting Team Manager

West Sussex County Council

Wheatley Group

Whirlpool

Taylor Mumby

Business Manager

Work Entropy

Andrew Kennedy

Founder and CEO, Head of Culture

Yorkshire Building Society

Greg Thorley

Resource & Planning Coordinator

Yorkshire Water

John Beresford

Senior IT Professional, ICOM Team

Yorkshire Water