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

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

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

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

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

Bob Moore

Sr. Manager, Product Marketing

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

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

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

Lauretta Campestre

Sr. Director, Customer Success

CallMiner

Lauretta has more than 10 years of industry experience in accounts receivables management and consumer contact services. She has successfully been a part of and managed teams including; client services, information technology, client relations, quality assurance, and compliance. She implemented the CallMiner platform and managed the partnership, before coming over to CallMiner customer success team in 2015. She has provided ... Read More

Misty Mastracco

Sr. Director, Customer Success

CallMiner

Misty Mastracco is a Sr. Director, Customer Success and has served in various leadership roles across contact centers for almost two decades.  Her experience spans the areas of compliance, analytics, client relationship, operational strategy, vendor management, speech analytics, customer experience, sales and process engineering; including serving as Director of Compliance and Analytics for Bank of America and SVP of Operational ... Read More

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.

Mike Hull

CallMiner - Customer Success Director

CallMiner

Previously Mike worked at TradeGlobal, where he had responsibility for all contact center reporting, voice analytics and payroll. He joined TradeGlobal team as an agent in March of 2006, and held a variety of positions within the organization.  He moved to the training department in July of 2006, redesigned the training program, and helped launch several new clients.  After training, ... Read More

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

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

Donna Fluss

President

DMG Consulting

Donna Fluss is President of DMG Consulting LLC. For more than two decades she has helped emerging and established companies develop and deliver outstanding customer experiences. A recognized visionary, author and speaker, Donna drives strategic transformation and innovation throughout the services industry. She provides strategic and practical counsel for enterprises, solution providers and the investment community.

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

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

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

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

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

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

The Unlimited

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

The Unlimited

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

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

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.