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Overview



Become a Participant in CallMiner’s Two Day Virtual Event

The Customer Engagement Transformation Exchange is CallMiner’s interactive virtual conference for contact centre and CX leaders featuring dynamic keynote speakers and thought provoking content over this 2 day event.

Five compelling tracks for issues that matter for today’s contact centres


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Contact
Centre Agility

'Pivoting for Power' to meet the demands of an ever changing world

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Work From Home
Optimisation

Optimising performance and outcomes of the 'Involuntary Home Agent'

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Transformational CX

Leveraging AI fuelled insights with dynamic behavioural intelligence

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Collections in
Current Times

Best practices in the new norm

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Insight to Action

Driving change through operationalised analytics

Conference attendees will hear informative thought leadership from industry experts and customers alike on how engagement with customers is rapidly changing (digital transformation, pandemic, work from home) and the critical role analytics and best practices play to help organisations navigate these changes and improve business outcomes.



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Speakers



We Bring Some of the Most Influential Voices in the Speech Analytics Industry

Interact with them in an intuitive professional virtual platform

Keynotes

Slide Jeff Gallino CTO & Founder Jeff Gallino, speech analytics pioneer, Forbes contributor, noted technologist, US Air Force Academy graduate and founder of CallMiner brings energy, enthusiasm and vision to his presentations, illuminating audiences with insights gleaned from years as an industry innovator. Full Bio Slide Micah Solomon Four Aces, Inc. Micah Solomon, noted Forbes contributor is one of the world’s leading authorities on customer service, company culture, and customer experience. He’s a bestselling author, consultant, and keynote speaker with books translated in more than a half-dozen languages and are recipients of multiple awards. Author, Keynote Speaker, Consultant,
President & CEO
Full Bio
Slide Don Peppers Peppers & Rogers Group Don Peppers is one of the world’s foremost authorities on “customer experience” and “customer trust”. For 25+ years he has inspired company leaders and advocated for transparency across customer interactions. Founding Partner of Peppers & Rogers Group and Founder of CX Speakers. Customer Experience Authority Full Bio Slide Denise Lee Yohn Denise Lee Yohn is the go-to expert on brand leadership for national media outlets, an in-demand keynote speaker and consultant, and an influential writer. Author of the bestselling book What Great Brands Do: The Seven Brand-Building Principles that Separate the Best from the Rest among others. Brand Leadership Expert | Speaker | Author Full Bio Slide Shep Hyken Shep Hyken is a New York Times and Wall Street Journal bestselling author and has been inducted into the National Speakers Association Hall of Fame for lifetime achievement in the speaking profession. Customer Service and Experience Expert,
Chief Amazement Officer
Full Bio

Shep Hyken

Customer Service & Experience Expert, Chief Amazement Officer

Shep Hyken is a customer service and experience expert and the Chief Amazement Officer of Shepard Presentations. He is a New York Times and Wall Street Journal bestselling author and has been inducted into the National Speakers Association Hall of Fame for lifetime achievement in the speaking profession.

Jeff Gallino

CTO, Founder

CallMiner

Jeff Gallino, speech analytics pioneer, Forbes contributor, noted technologist, US Air Force Academy graduate and founder of CallMiner brings energy, enthusiasm and vision to his presentations, illuminating audiences with insights gleaned from years as an industry innovator.

Micah Solomon

Author/ Speaker/ Consultant/ President & CEO

Micah Solomon, noted Forbes contributor is one of the world’s leading authorities on customer service, company culture, and customer experience. He’s a bestselling author, consultant, and keynote speaker with books translated in more than a half-dozen languages and are recipients of multiple awards.

Don Peppers

Author, Speaker, CX Expert & Founder

Don Peppers is one of the world’s foremost authorities on “customer experience” and “customer trust”. For 25+ years he has inspired company leaders and advocated for transparency across customer interactions. Founding Partner of Peppers & Rogers Group and Founder of CX Speakers.

Denise Lee Yohn

Brand Leadership Expert | Speaker | Author

Denise Lee Yohn is the go-to expert on brand leadership for national media outlets, an in-demand keynote speaker and consultant, and an influential writer. Author of the bestselling book What Great Brands Do: The Seven Brand-Building Principles that Separate the Best from the Rest among others.

Shep Hyken

Customer Service & Experience Expert, Chief Amazement Officer

Shep Hyken is a customer service and experience expert and the Chief Amazement Officer of Shepard Presentations. He is a New York Times and Wall Street Journal bestselling author and has been inducted into the National Speakers Association Hall of Fame for lifetime achievement in the speaking profession.

Jeff Gallino

CTO, Founder

CallMiner

Jeff Gallino, speech analytics pioneer, Forbes contributor, noted technologist, US Air Force Academy graduate and founder of CallMiner brings energy, enthusiasm and vision to his presentations, illuminating audiences with insights gleaned from years as an industry innovator.

Micah Solomon

Author/ Speaker/ Consultant/ President & CEO

Micah Solomon, noted Forbes contributor is one of the world’s leading authorities on customer service, company culture, and customer experience. He’s a bestselling author, consultant, and keynote speaker with books translated in more than a half-dozen languages and are recipients of multiple awards.

Don Peppers

Author, Speaker, CX Expert & Founder

Don Peppers is one of the world’s foremost authorities on “customer experience” and “customer trust”. For 25+ years he has inspired company leaders and advocated for transparency across customer interactions. Founding Partner of Peppers & Rogers Group and Founder of CX Speakers.

Denise Lee Yohn

Brand Leadership Expert | Speaker | Author

Denise Lee Yohn is the go-to expert on brand leadership for national media outlets, an in-demand keynote speaker and consultant, and an influential writer. Author of the bestselling book What Great Brands Do: The Seven Brand-Building Principles that Separate the Best from the Rest among others.

Scott Kendrick

Vice President, Marketing

CallMiner

In Scott’s 8+ years at CallMiner he has managed the product roadmap, marketing, and introduced both first and second generations of CallMiner’s user community and annual user conference.

Marvie Wright

VP of Training

Dialog Direct

Marvie Wright is the Vice President of Training at Dialog Direct, a Qualfon owned company.  She established and directs Dialog Direct University, the organization’s school for leadership.  Currently Dialog Direct University is training over 400 hundred leaders from the team lead level up to the executive team utilizing rapid learning modules, assessments, and instructor lead training instructionally designed by Marvie. ... Read More

Kyle Carter

Kyle Carter

VP of Delivery at Zenylitics, LLC.

Zenylitics

Kyle Carter is co-founder and VP of Delivery at Zenylitics, LLC. Kyle has over 15 years of experience working in the contact center industry. His programs at Axcess Financial achieved break-through results in managing regulatory audits (state and federal), risk mitigation and performance improvement. During his experience there, Kyle had learned first-hand the value (and challenge) of analyzing interactions en ... Read More

Cristopher Kuehl

VP, Client Insights & Analytics

Sitel Group

Cris oversees Sitel Group’s Speech Analytics solutions across the globe. In this role, Cris is responsible for managing relationships with CallMiner, as well as client successes in partnership with Sitel’s operational leaders. Cris brings 10+ years’ experience in analytics from both Business Process Outsourcing and in house. Most recently, Cris served as Director of Speech Analytics at Charter Communications where ... Read More

Ben Harper

Ben Harper

Business Analyst

Freeway Insurance

Ben joined Freeway in October 2018. His role involves managing change projects as he helps take freeway insurance on a digital transformation journey. From April 2019 he has worked predominately on Callminer and the project of embedding speech analytics within Freeway Insurance.

Eric Boone

Vice President

Revenue Group

Eric Boone has 24 years of collection experience at the Revenue Group. He began his collection career as a collector with the company and was soon promoted to Supervisor, Collection Manager, Director of Credit and Collections, and  to the current role of Vice President. Eric oversees all operations for the company’s various service offerings. He also works with all departments ... Read More

Kaitlyn Stevens

Performance Analyst

Navient Solutions

Kaitlyn Stevens, a Performance Analyst at Navient, supports the Navient student loan servicing portfolios which include Department of Education, legacy commercial and private credit loans. Over her 5-year career at Navient, Kaitlyn has held numerous roles in operations and support with current responsibilities in speech analytics and workforce intelligence. Kaitlyn has been instrumental in building searches and categories related to ... Read More

Carolyn Blunt

Carolyn Blunt

Director

Davies Learning Solutions

Carolyn Blunt is a Director at Davies Learning Solutions, an organisation focused on helping employers develop their people through apprenticeships and learning programmes.  Carolyn has been in firmly in the business of Customer Experience and employee development for two decades working with major brands worldwide.  Carolyn is now focused on helping organisations access funded learning opportunities to sustain skills during ... Read More

Sam Brown

Sam Brown

Senior Manager, Analytics & Client Insights, EMEA

Sitel

Sam has Over 4 years’ experience leading a speech analytics programmes in the financial services and banking sector and was also one of CallMiner’s UK User Forum Award Winners in 2019.

Frank Sherlock

Frank Sherlock

General Manager, EMEA

CallMiner

Responsible for expanding CallMiner customer footprint across EMEA, Frank is based in the UK and has been with CallMiner for 4 years – driving significant business growth. Frank has worked in and around the contact centre and customer experience space for the last 20 years, including holding senior roles in companies such as Genesys, Intervoice, Convergys, SoundBite and CallMiner. He ... Read More

Bob Moore

Sr. Manager, Product Marketingv

Aspect

Bob Moore is Senior Manager, Product Marketing for Aspect Software and leads product marketing for the Workforce Optimization suite including Workforce Management, Quality Management, Performance Management and Analytics.  With over 20 years of experience in strategic planning, product management and marketing for technology companies, Bob has helped large and small companies achieve their growth objectives.

Christine Studioso

Sr. Compliance Analyst

Navient Solutions

Christine Studioso, a Senior Compliance Analyst with Navient,  has been providing day to day compliance support for Navient’s subsidiary, Pioneer Credit Recovery, Inc., a third party debt collection company since 2018.  With over 7 years’ experience as a Senior Trainer for Navient & Pioneer, combined with her time in compliance, she has a wealth of collections knowledge and has been ... Read More

Carolina Restrepo

Associate Manager, Consumer Experience Team

Otter Products

Carolina leads the Consumer Experience Team at Otter Products. She joined Otter in 2017 and has held the roles of Customer Service Representative, Quality Advocate, and Associate Manager. With a background in International Business. Carolina has a passion for Engagement Analytics and using it to help support a variety of departments at Otter.

Josh Jones

Josh Jones

Speech Analyst

RDI Sightline

Josh started in call center operations supervising a team of market research interviewers. After spending a few years in the market research division, he branched out into new areas of the business, managing teams in outbound B2B, inbound/outbound customer support, and outbound sales. After spending 11 years in call center operations, he is now using the knowledge he gained from ... Read More

Carlos Ayala

Carlos Ayala

Speech Analyst

RDI Sightline

At RDI Sightline, Carlos is responsible for using speech analytics to discover key insights and trends within conversations in order to identify new KPIs and design VOC initiatives focused on driving continuous improvement for RDI’s contact center clients. Because of Carlos’s passion for data and insights, RDI Sightline has been able to deliver meaningful insights to those clients which has, ... Read More

Jonathan Bennett

CVP, Head of Service Analytics

New York Life

Jonathan Bennett leads the Service Analytics group at New York Life. His team focuses on providing business partners with actionable insights through data analytics.  Prior to joining New York Life in 2017, he worked in the airline industry, focusing on revenue maximization and customer loyalty. Jonathan graduated with a B.A. from Georgetown University, and is currently an MBA candidate at ... Read More

Patrick Landis

Patrick Landis

Director, Quality Control

Shellpoint Mortgage

With 20 years of mortgage servicing industry experience and over 10 years specifically to Quality Control and Compliance, Patrick Landis has been directing Call Miner operations at Shellpoint Mortgage Servicing since its inception in 2018.

Carlo Santana

Carlo Santana

Quality & Speech Analyst - SMS Compliance

Shellpoint Mortgage

Carlo Santana has been with Shellpoint Mortgage for 4 months as a speech analyst. Prior to joining Shellpoint, Carlo was in quality assurance at another organization where he had his first introduction to CallMiner and transitioned to a speech analyst role.  He is BIA and BIA+ certified.

Kirsten Stallings

Data Scientist

CallMiner

Kirsten started as an intern with CallMiner before moving up the ranks to Junior Data Scientist and now Data Scientist. She received her MS in Computational Linguistics program at Brandeis University, where she completed rigorous coursework in syntax, semantics, python programming, annotation and machine learning. Kirsten also has a BS in Mathematics and a BFA in Dance from Winthrop University. ... Read More

Jeremy Shaffer

Jeremy Shaffer

Speech analytics - Analyst

Shellpoint Mortgage

Jeremy is responsible for front end maintenance as well as search and category builds at ShellPoint Mortgage Servicing. He also functions as a liaison, gathering requirements for future builds from current business partners and introducing CallMiner to new ones. His love of Speech Analytics has taken him on a journey half way across the country to continue his career working ... Read More

Shawn Feaser

Sr. Manager, Data Analysis

Midland Credit Management, an Encore Capital Group Company

Tracy Dudek

Chief Operating Officer

State Collection Service Inc.

Tracy Dudek is State’s Chief Operating Officer with responsibility for all call center operations, including four call centers with a mix of on-site and remote staff. She led the implementation of speech analytics technology, including the more recent real-time analytics. Dudek continues to lead the team’s ongoing use of speech analytics to improve representative performance, patient satisfaction and client results. ... Read More

Luke Schulta

Luke Schulta

Contact Center Systems Administrator

Gant Travel

Luke has spent the last 8 years in the technology and communications space from managing Help Desk operations, project management, systems design, to his most recent role as Gant Travel’s Contact Center Systems Administrator. While with Gant Travel, the Operations team won the Rookie of the Year award from Nice InContact Contact Center systems and honorable mention for CCW Best ... Read More

Jim Conner

Jim Conner

Director of Operations

Gant Travel

Jim has worked in the contact center industry for over 25 years and has been with Gant Travel for three years.  With a focus in Operations he has held multiple positions throughout his career ranging all the way from frontline agent to Director.  During his first year with Gant Travel he led the team in procedural and process enhancements that ... Read More

Kurt Mosher

Kurt Mosher

Chief Operating Officer

Gant Travel

Kurt has over 20 years of leadership in Contact Center Management, Reverse Logistics Operations and Quality Program Management in North America, Asia and the Middle East. He is a proponent and practitioner of the servant leadership model and brings a passion for excellence in exceptional customer service to Gant’s employees and customers. Prior to joining Gant he was program manager ... Read More

Chris Albert

Chris Albert

Senior Director, Insights & Analytics

RDI Sightline

During his 20+ year career in market research, Chris has worked with a wide array of clients to determine the best methods for answering their most pressing business questions. Chris works with clients to select the appropriate methodology and design the most effective survey instrument to understand the true voice of the customer. He leverages his experience to create compelling ... Read More

Pete Hamlin

Sr. Director of Product Management

Avadyne Health

Pete is the Senior Director of Product Management for Avadyne Health and Program Manager for Speech Analytics. Pete has been working with the CallMiner tool since late 2017. He has lead the Speech Analytics team to implement multiple scores and analytics, addressing key areas of patient satisfaction and Agent QA. He is currently working on programs focusing call coaching and ... Read More

Stacy Dye

Stacy Dye

SVP/GM of Quantitative Insights

RDI Sightline

Stacy works with brands across the United States to leverage the power of customer experience research and insights to fuel business growth. During her 20+ years in research, she has worked with clients across a broad range of industries to drive understanding, acceptance, and ultimately, usage of research as a tool to improve sales and customer satisfaction. She is a ... Read More

Wayne Mann

Executive: Legal, Risk, Compliance

Wayne joined The Unlimited in 2010. As the Executive accountable for the Legal, Risk and Compliance portfolios Wayne spends a significant amount of time dealing with regulatory matters making sure that we operate, and continue to shift lives, in accordance with the law. Always keen for a challenge and open to new ways of thinking, Wayne is a real Dragon ... Read More

Juan- Pierre Nel

Operations and Insight Analyst

JP joined The Unlimited in 2019. He is currently an insights analyst for the Legal, Risk and Compliance team. JP’s key focus and interest areas are Economics, Information Technology and Finance. He has a strong desire to pursue a career in the world of data analytics, machine learning and artificial intelligence. With experience in both the fields of business and ... Read More

Mark Crowley

Quality & Compliance Manager

DoublePositive, an OSG Company

Mark started as contact center agent over 7 years ago and quickly moved up through departments to take on the role of Quality & Compliance Manager for contact center operations in 2015. In this role, he transitioned his team from a manual review process to a robust speech analytics program. Today, he and his small team of two analysts touch ... Read More

Rick Britt

Vice President of Artificial Intelligence at CallMiner

As the head of Artificial Intelligence, Rick leads the talented team of Data Scientist and AI Engineers that are as passionate about machine learning solutions as he is. Rick and his team are keenly focused on research that does not replace humans, but augments their skill allowing them to excel in partnership with AI. Blending theoretical and practical research he ... Read More

Steve Chirokas

Director Product & Channel Marketing at CallMiner

Steve Chirokas is Director of Product and Channel Marketing for CallMiner. Steve is responsible for partner marketing, product messaging, and sales enablement for CallMiner’s customer interaction solutions. He has provided CX and contact center marketing leadership at organizations including NewNet, VoltDelta, and Nuance. Steve holds a Marketing degree from Stonehill College and a Master of Business Administration from Bentley University.

Shep Hyken

Customer Service & Experience Expert, Chief Amazement Officer

Shep Hyken is a customer service and experience expert and the Chief Amazement Officer of Shepard Presentations. He is a New York Times and Wall Street Journal bestselling author and has been inducted into the National Speakers Association Hall of Fame for lifetime achievement in the speaking profession.

Jeff Gallino

CTO, Founder

CallMiner

Jeff Gallino, speech analytics pioneer, Forbes contributor, noted technologist, US Air Force Academy graduate and founder of CallMiner brings energy, enthusiasm and vision to his presentations, illuminating audiences with insights gleaned from years as an industry innovator.

Micah Solomon

Author/ Speaker/ Consultant/ President & CEO

Micah Solomon, noted Forbes contributor is one of the world’s leading authorities on customer service, company culture, and customer experience. He’s a bestselling author, consultant, and keynote speaker with books translated in more than a half-dozen languages and are recipients of multiple awards.

Shep Hyken

Customer Service & Experience Expert, Chief Amazement Officer

Shep Hyken is a customer service and experience expert and the Chief Amazement Officer of Shepard Presentations. He is a New York Times and Wall Street Journal bestselling author and has been inducted into the National Speakers Association Hall of Fame for lifetime achievement in the speaking profession.

Jeff Gallino

CTO, Founder

CallMiner

Jeff Gallino, speech analytics pioneer, Forbes contributor, noted technologist, US Air Force Academy graduate and founder of CallMiner brings energy, enthusiasm and vision to his presentations, illuminating audiences with insights gleaned from years as an industry innovator.

Micah Solomon

Author/ Speaker/ Consultant/ President & CEO

Micah Solomon, noted Forbes contributor is one of the world’s leading authorities on customer service, company culture, and customer experience. He’s a bestselling author, consultant, and keynote speaker with books translated in more than a half-dozen languages and are recipients of multiple awards.

Don Peppers

Author, Speaker, CX Expert & Founder

Don Peppers is one of the world’s foremost authorities on “customer experience” and “customer trust”. For 25+ years he has inspired company leaders and advocated for transparency across customer interactions. Founding Partner of Peppers & Rogers Group and Founder of CX Speakers.

Denise Lee Yohn

Brand Leadership Expert | Speaker | Author

Denise Lee Yohn is the go-to expert on brand leadership for national media outlets, an in-demand keynote speaker and consultant, and an influential writer. Author of the bestselling book What Great Brands Do: The Seven Brand-Building Principles that Separate the Best from the Rest among others.

Scott Kendrick

Vice President, Marketing

CallMiner

In Scott’s 8+ years at CallMiner he has managed the product roadmap, marketing, and introduced both first and second generations of CallMiner’s user community and annual user conference.

Marvie Wright

VP of Training

Dialog Direct

Marvie Wright is the Vice President of Training at Dialog Direct, a Qualfon owned company.  She established and directs Dialog Direct University, the organization’s school for leadership.  Currently Dialog Direct University is training over 400 hundred leaders from the team lead level up to the executive team utilizing rapid learning modules, assessments, and instructor lead training instructionally designed by Marvie. ... Read More

Kyle Carter

Kyle Carter

VP of Delivery at Zenylitics, LLC.

Zenylitics

Kyle Carter is co-founder and VP of Delivery at Zenylitics, LLC. Kyle has over 15 years of experience working in the contact center industry. His programs at Axcess Financial achieved break-through results in managing regulatory audits (state and federal), risk mitigation and performance improvement. During his experience there, Kyle had learned first-hand the value (and challenge) of analyzing interactions en ... Read More

Cristopher Kuehl

VP, Client Insights & Analytics

Sitel Group

Cris oversees Sitel Group’s Speech Analytics solutions across the globe. In this role, Cris is responsible for managing relationships with CallMiner, as well as client successes in partnership with Sitel’s operational leaders. Cris brings 10+ years’ experience in analytics from both Business Process Outsourcing and in house. Most recently, Cris served as Director of Speech Analytics at Charter Communications where ... Read More

Ben Harper

Ben Harper

Business Analyst

Freeway Insurance

Ben joined Freeway in October 2018. His role involves managing change projects as he helps take freeway insurance on a digital transformation journey. From April 2019 he has worked predominately on Callminer and the project of embedding speech analytics within Freeway Insurance.

Eric Boone

Vice President

Revenue Group

Eric Boone has 24 years of collection experience at the Revenue Group. He began his collection career as a collector with the company and was soon promoted to Supervisor, Collection Manager, Director of Credit and Collections, and  to the current role of Vice President. Eric oversees all operations for the company’s various service offerings. He also works with all departments ... Read More

Kaitlyn Stevens

Performance Analyst

Navient Solutions

Kaitlyn Stevens, a Performance Analyst at Navient, supports the Navient student loan servicing portfolios which include Department of Education, legacy commercial and private credit loans. Over her 5-year career at Navient, Kaitlyn has held numerous roles in operations and support with current responsibilities in speech analytics and workforce intelligence. Kaitlyn has been instrumental in building searches and categories related to ... Read More

Carolyn Blunt

Carolyn Blunt

Director

Davies Learning Solutions

Carolyn Blunt is a Director at Davies Learning Solutions, an organisation focused on helping employers develop their people through apprenticeships and learning programmes.  Carolyn has been in firmly in the business of Customer Experience and employee development for two decades working with major brands worldwide.  Carolyn is now focused on helping organisations access funded learning opportunities to sustain skills during ... Read More

Sam Brown

Sam Brown

Senior Manager, Analytics & Client Insights, EMEA

Sitel

Sam has Over 4 years’ experience leading a speech analytics programmes in the financial services and banking sector and was also one of CallMiner’s UK User Forum Award Winners in 2019.

Frank Sherlock

Frank Sherlock

General Manager, EMEA

CallMiner

Responsible for expanding CallMiner customer footprint across EMEA, Frank is based in the UK and has been with CallMiner for 4 years – driving significant business growth. Frank has worked in and around the contact centre and customer experience space for the last 20 years, including holding senior roles in companies such as Genesys, Intervoice, Convergys, SoundBite and CallMiner. He ... Read More

Bob Moore

Sr. Manager, Product Marketingv

Aspect

Bob Moore is Senior Manager, Product Marketing for Aspect Software and leads product marketing for the Workforce Optimization suite including Workforce Management, Quality Management, Performance Management and Analytics.  With over 20 years of experience in strategic planning, product management and marketing for technology companies, Bob has helped large and small companies achieve their growth objectives.

Christine Studioso

Sr. Compliance Analyst

Navient Solutions

Christine Studioso, a Senior Compliance Analyst with Navient,  has been providing day to day compliance support for Navient’s subsidiary, Pioneer Credit Recovery, Inc., a third party debt collection company since 2018.  With over 7 years’ experience as a Senior Trainer for Navient & Pioneer, combined with her time in compliance, she has a wealth of collections knowledge and has been ... Read More

Carolina Restrepo

Associate Manager, Consumer Experience Team

Otter Products

Carolina leads the Consumer Experience Team at Otter Products. She joined Otter in 2017 and has held the roles of Customer Service Representative, Quality Advocate, and Associate Manager. With a background in International Business. Carolina has a passion for Engagement Analytics and using it to help support a variety of departments at Otter.

Josh Jones

Josh Jones

Speech Analyst

RDI Sightline

Josh started in call center operations supervising a team of market research interviewers. After spending a few years in the market research division, he branched out into new areas of the business, managing teams in outbound B2B, inbound/outbound customer support, and outbound sales. After spending 11 years in call center operations, he is now using the knowledge he gained from ... Read More

Carlos Ayala

Carlos Ayala

Speech Analyst

RDI Sightline

At RDI Sightline, Carlos is responsible for using speech analytics to discover key insights and trends within conversations in order to identify new KPIs and design VOC initiatives focused on driving continuous improvement for RDI’s contact center clients. Because of Carlos’s passion for data and insights, RDI Sightline has been able to deliver meaningful insights to those clients which has, ... Read More

Jonathan Bennett

CVP, Head of Service Analytics

New York Life

Jonathan Bennett leads the Service Analytics group at New York Life. His team focuses on providing business partners with actionable insights through data analytics.  Prior to joining New York Life in 2017, he worked in the airline industry, focusing on revenue maximization and customer loyalty. Jonathan graduated with a B.A. from Georgetown University, and is currently an MBA candidate at ... Read More

Patrick Landis

Patrick Landis

Director, Quality Control

Shellpoint Mortgage

With 20 years of mortgage servicing industry experience and over 10 years specifically to Quality Control and Compliance, Patrick Landis has been directing Call Miner operations at Shellpoint Mortgage Servicing since its inception in 2018.

Carlo Santana

Carlo Santana

Quality & Speech Analyst - SMS Compliance

Shellpoint Mortgage

Carlo Santana has been with Shellpoint Mortgage for 4 months as a speech analyst. Prior to joining Shellpoint, Carlo was in quality assurance at another organization where he had his first introduction to CallMiner and transitioned to a speech analyst role.  He is BIA and BIA+ certified.

Kirsten Stallings

Data Scientist

CallMiner

Kirsten started as an intern with CallMiner before moving up the ranks to Junior Data Scientist and now Data Scientist. She received her MS in Computational Linguistics program at Brandeis University, where she completed rigorous coursework in syntax, semantics, python programming, annotation and machine learning. Kirsten also has a BS in Mathematics and a BFA in Dance from Winthrop University. ... Read More

Jeremy Shaffer

Jeremy Shaffer

Speech analytics - Analyst

Shellpoint Mortgage

Jeremy is responsible for front end maintenance as well as search and category builds at ShellPoint Mortgage Servicing. He also functions as a liaison, gathering requirements for future builds from current business partners and introducing CallMiner to new ones. His love of Speech Analytics has taken him on a journey half way across the country to continue his career working ... Read More

Shawn Feaser

Sr. Manager, Data Analysis

Midland Credit Management, an Encore Capital Group Company

Tracy Dudek

Chief Operating Officer

State Collection Service Inc.

Tracy Dudek is State’s Chief Operating Officer with responsibility for all call center operations, including four call centers with a mix of on-site and remote staff. She led the implementation of speech analytics technology, including the more recent real-time analytics. Dudek continues to lead the team’s ongoing use of speech analytics to improve representative performance, patient satisfaction and client results. ... Read More

Luke Schulta

Luke Schulta

Contact Center Systems Administrator

Gant Travel

Luke has spent the last 8 years in the technology and communications space from managing Help Desk operations, project management, systems design, to his most recent role as Gant Travel’s Contact Center Systems Administrator. While with Gant Travel, the Operations team won the Rookie of the Year award from Nice InContact Contact Center systems and honorable mention for CCW Best ... Read More

Jim Conner

Jim Conner

Director of Operations

Gant Travel

Jim has worked in the contact center industry for over 25 years and has been with Gant Travel for three years.  With a focus in Operations he has held multiple positions throughout his career ranging all the way from frontline agent to Director.  During his first year with Gant Travel he led the team in procedural and process enhancements that ... Read More

Kurt Mosher

Kurt Mosher

Chief Operating Officer

Gant Travel

Kurt has over 20 years of leadership in Contact Center Management, Reverse Logistics Operations and Quality Program Management in North America, Asia and the Middle East. He is a proponent and practitioner of the servant leadership model and brings a passion for excellence in exceptional customer service to Gant’s employees and customers. Prior to joining Gant he was program manager ... Read More

Chris Albert

Chris Albert

Senior Director, Insights & Analytics

RDI Sightline

During his 20+ year career in market research, Chris has worked with a wide array of clients to determine the best methods for answering their most pressing business questions. Chris works with clients to select the appropriate methodology and design the most effective survey instrument to understand the true voice of the customer. He leverages his experience to create compelling ... Read More

Pete Hamlin

Sr. Director of Product Management

Avadyne Health

Pete is the Senior Director of Product Management for Avadyne Health and Program Manager for Speech Analytics. Pete has been working with the CallMiner tool since late 2017. He has lead the Speech Analytics team to implement multiple scores and analytics, addressing key areas of patient satisfaction and Agent QA. He is currently working on programs focusing call coaching and ... Read More

Stacy Dye

Stacy Dye

SVP/GM of Quantitative Insights

RDI Sightline

Stacy works with brands across the United States to leverage the power of customer experience research and insights to fuel business growth. During her 20+ years in research, she has worked with clients across a broad range of industries to drive understanding, acceptance, and ultimately, usage of research as a tool to improve sales and customer satisfaction. She is a ... Read More

Wayne Mann

Executive: Legal, Risk, Compliance

Wayne joined The Unlimited in 2010. As the Executive accountable for the Legal, Risk and Compliance portfolios Wayne spends a significant amount of time dealing with regulatory matters making sure that we operate, and continue to shift lives, in accordance with the law. Always keen for a challenge and open to new ways of thinking, Wayne is a real Dragon ... Read More

Juan- Pierre Nel

Operations and Insight Analyst

JP joined The Unlimited in 2019. He is currently an insights analyst for the Legal, Risk and Compliance team. JP’s key focus and interest areas are Economics, Information Technology and Finance. He has a strong desire to pursue a career in the world of data analytics, machine learning and artificial intelligence. With experience in both the fields of business and ... Read More

Mark Crowley

Quality & Compliance Manager

DoublePositive, an OSG Company

Mark started as contact center agent over 7 years ago and quickly moved up through departments to take on the role of Quality & Compliance Manager for contact center operations in 2015. In this role, he transitioned his team from a manual review process to a robust speech analytics program. Today, he and his small team of two analysts touch ... Read More

Rick Britt

Vice President of Artificial Intelligence at CallMiner

As the head of Artificial Intelligence, Rick leads the talented team of Data Scientist and AI Engineers that are as passionate about machine learning solutions as he is. Rick and his team are keenly focused on research that does not replace humans, but augments their skill allowing them to excel in partnership with AI. Blending theoretical and practical research he ... Read More

Steve Chirokas

Director Product & Channel Marketing at CallMiner

Steve Chirokas is Director of Product and Channel Marketing for CallMiner. Steve is responsible for partner marketing, product messaging, and sales enablement for CallMiner’s customer interaction solutions. He has provided CX and contact center marketing leadership at organizations including NewNet, VoltDelta, and Nuance. Steve holds a Marketing degree from Stonehill College and a Master of Business Administration from Bentley University.


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ATTENDEES


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Fun Activities



There should always be fun and there will be

Join us for amazing virtual, bonding, revealing moments


Rock & Roll Hall of Fame Inductee Stories

What does it take to be a legendary guitarist and Rock & Roll Hall of Fame Inductee? CETX presents an entertaining view into the journey four fabulous guitarist took to be recognized by the iconic music-minded museum with this short virtual tour film. Pay attention, “trivia” may come into play here!


Scavenger Hunt

Be sure to secure your Scavenger Hunt Checklist ready and be on the lookout for the Scavenger Hunt items you will need to collect throughout the virtual conference. Find as many items as possible to get yourself in the running for prize opportunities provided by CallMiner and its sponsor community. Visit the leaderboard to see your position! Good Luck!


Caricature Artist

What’s a great event, virtual or otherwise without a keepsake memento of your conference experience? CallMiner wants to help make CETX memorable for you with the offer of a free caricature depiction of yourself from our friends at Caricature Kiosk. There’s no waiting or posing. Simply upload your image, (selfie or portrait) and tell our talented pool of artists how you would like to be rendered whether flattering, funny as possible or something in between!


Trivia

Don’t miss your chance to win top notch prizes from CallMiner and its sponsors by accumulating points playing our CETX Trivia contest. Make note of general session and breakout track presentations, sponsor booth details and content and be ready to answer those trivia questions to rack up points and prize opportunities! Check the leaderboard frequently to see where you stand. Good Luck!



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Agenda


Wednesday, 9th September
11:00 AM - 12:00 PM BST

Exhibit Hall - Meet the CETX Sponsors

  • Visit our sponsor booths, download content, see demo’s and Chat live with Exhibitors
  • Entertainment Segments - Rock & Roll Hall of Fame Inductee Stories - Pose for a Caricature Artist - Sponsor Scavenger Hunt - Trivia Contest
12:00 PM - 12:30 PM BST

Shep Hyken Opening Remarks

12:30 PM - 1:15 PM BST

Keynote Speaker - Denise Lee Yohn

1:20 PM - 2:10 PM BST

Keynote Speaker - Jeff Gallino

2:15 PM - 4:00 PM BST

Informative breakout session tracks addressing topics of vital importance for today's contact centres

Collections in Current Times
Insight to Action
The New Contact Centre Agility
Transformational CX
Work from Home
4:00 PM - 5:00 PM BST

Exhibit Hall - Meet the CETX sponsors

Thursday, 10th September
11:00 AM - 12:00 PM BST

Exhibit Hall - Meet the CETX Sponsors

  • Visit our sponsor booths, download content, see demo’s and Chat live with Exhibitors
  • Entertainment Segments - Rock & Roll Hall of Fame Inductee Stories - Pose for a Caricature Artist - Sponsor Scavenger Hunt - Trivia Contest
12:25 PM - 12:30 PM BST

CETX 2020: Welcome to Day 2

12:30 PM - 1:15 PM BST

Keynote Speaker - Don Peppers

1:20 PM - 2:10 PM BST

Keynote Speaker - Micah Solomon

2:00 PM - 4:00 PM BST

Informative breakout session tracks addressing topics of vital importance for today's contact centres

Collections in Current Times
Insight to Action
The New Contact Centre Agility
Transformational CX
Work from Home
4:00 PM - 5:00 PM BST

Exhibit Hall - Meet the CETX sponsors

At a glance

Wednesday, 9th September
11:00 AM - 12:00 PM BST

Exhibit Hall - Meet the CETX Sponsors

  • Visit our sponsor booths, download content, see demo’s and Chat live with Exhibitors
  • Entertainment Segments - Rock & Roll Hall of Fame Inductee Stories - Pose for a Caricature Artist - Sponsor Scavenger Hunt - Trivia Contest
12:00 PM - 12:30 PM BST

Shep Hyken Opening Remarks

12:30 PM - 1:15 PM BST

Keynote Speaker - Denise Lee Yohn

1:20 PM - 2:10 PM BST

Keynote Speaker - Jeff Gallino

2:15 PM - 4:00 PM BST

Informative breakout session tracks addressing topics of vital importance for today's contact centres

Collections in Current Times
Insight to Action
The New Contact Centre Agility
Transformational CX
Work from Home
4:00 PM - 5:00 PM BST

Exhibit Hall - Meet the CETX sponsors

Thursday, 10th September
11:00 AM - 12:00 PM BST

Exhibit Hall - Meet the CETX Sponsors

  • Visit our sponsor booths, download content, see demo’s and Chat live with Exhibitors
  • Entertainment Segments - Rock & Roll Hall of Fame Inductee Stories - Pose for a Caricature Artist - Sponsor Scavenger Hunt - Trivia Contest
12:25 PM - 12:30 PM BST

CETX 2020: Welcome to Day 2

12:30 PM - 1:15 PM BST

Keynote Speaker - Don Peppers

1:20 PM - 2:10 PM BST

Keynote Speaker - Micah Solomon

2:00 PM - 4:00 PM BST

Informative breakout session tracks addressing topics of vital importance for today's contact centres

Collections in Current Times
Insight to Action
The New Contact Centre Agility
Transformational CX
Work from Home
4:00 PM - 5:00 PM BST

Exhibit Hall - Meet the CETX sponsors

Wednesday 9

11:00 AM - 12:00 PM BST

Exhibit Hall Hour

Exhibit Hall - Explore the Exhibit Hall

12:00 PM - 12:30 PM BST

Welcome to CETX 2020: Opening Remarks

Shep Hyken - Customer Service & Experience Expert, Chief Amazement Officer

12:30 PM - 1:15 PM BST
2:15 PM - 3:05 PM BST
3:10 PM - 3:55 PM BST

Breakout Sessions

Insight to Action

The Bot Who Cried Wolf Separating Myth from Fact About AI

Rick Britt
Vice President of Artificial Intelligence at CallMiner

The New Contact Centre Agility

Interaction Analytics Awareness and Action

Steve Chirokas
Director Product & Channel Marketing at CallMiner

Transformational CX

How New York Life Does CX

Denise Lee Yohn
Brand Leadership Expert | Speaker | Author

3:55 PM - 4:00 PM BST

Wrap Up

Shep Hyken - Customer Service & Experience Expert, Chief Amazement Officer

4:00 PM - 5:00 PM BST

Exhibit Hall Hour

Exhibit Hall - Explore the Exhibit Hall

Thursday 10

11:00 AM - 12:25 PM BST

Exhibit Hall Hour

Exhibit Hall - Explore the Exhibit Hall

12:25 PM - 12:30 PM BST

CETX 2020: Welcome to Day 2

Shep Hyken - Customer Service & Experience Expert, Chief Amazement Officer

12:30 PM - 1:15 PM BST
2:15 PM - 3:05 PM BST

Breakout Sessions

Collections in Current Times

Quick Wins in Collection

Kyle Carter
VP of Delivery at Zenylitics, LLC.

3:10 PM - 3:55 PM BST

Breakout Sessions

3:55 PM - 4:00 PM BST

Closing Remarks

Shep Hyken - Customer Service & Experience Expert, Chief Amazement Officer

3:55 PM - 4:00 PM BST

Exhibit Hall Hour

Exhibit Hall - Explore the Exhibit Hall


"Perfect mix of internal and external speakers. Perfect variety of content--future-looking (visionary) vs. today's reality. Really one of the best events I've been to in a while!"

Matthew Brouillard

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