Overview
Become a Participant in CallMiner’s Two Day Virtual Event
The Customer Engagement Transformation Exchange is CallMiner’s interactive virtual conference for contact center 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 centers
Contact
Center Agility
“Pivoting for Power” to meet the demands of an ever changing world
Work From Home
Optimization
Optimizing performance and outcomes of the “Involuntary Home Agent”
Transformational CX
Leveraging AI fueled insights with dynamic behavioral intelligence
Collections in
Current Times
Best practices in the new norm
Insight to Action
Driving change through operationalized 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 organizations navigate these changes and improve business outcomes.
Speakers
We Bring Some of the Most Influential Voices in the Speech Analytics Industry
Interact with them in an intuitive professional virtual platform
President & CEO
Chief Amazement Officer
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.
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.
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
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
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
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.
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
Marvie Wright
Director of Leadership/Sales Training
Dialog Direct
Marvie Wright is the current Director of leadership/Sales Training at Dialog Direct. She established and directs Dialog Direct University the organization’s school for leadership. Currently Dialog Direct University is training leaders over 400 hundred leaders from the team lead level up to the executive team utilizing rapid learning modules, assessments, and ILT’s instructionally designed by Marvie. In 2019 Marvie has ... Read More
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.
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.
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
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
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
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.
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
Marvie Wright
Director of Leadership/Sales Training
Dialog Direct
Marvie Wright is the current Director of leadership/Sales Training at Dialog Direct. She established and directs Dialog Direct University the organization’s school for leadership. Currently Dialog Direct University is training leaders over 400 hundred leaders from the team lead level up to the executive team utilizing rapid learning modules, assessments, and ILT’s instructionally designed by Marvie. In 2019 Marvie has ... Read More
Sponsors
Platinum Sponsor
Gold Sponsor
DAYS
BREAKOUT SESSIONS
USER DRIVEN CONTENT
ATTENDEES
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!
Agenda
Tuesday, 18th August
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
Shep Hyken Opening Remarks
Keynote Speaker - Denise Lee Yohn
Keynote Speaker - Jeff Gallino
Informative breakout session tracks addressing topics of vital importance for today's contact centers
Collections in Current Times
Insight to Action
The New Contact Center Agility
Transformational CX
Work from HomeExhibit Hall - Meet the CETX sponsors
Wednesday, 19th August
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
Shep Hyken Opening Remarks
Keynote Speaker - Don Peppers
Keynote Speaker - Micah Solomon
Informative breakout session tracks addressing topics of vital importance for today's contact centers
Collections in Current TimesInsight to ActionThe New Contact Center AgilityTransformational CXWork from HomeExhibit Hall - Meet the CETX sponsors
Welcome to CETX 2020: Opening Remarks
Shep Hyken - Customer Service & Experience Expert, Chief Amazement Officer
Ignite Experience: Fuse Customer Experience and Employee Experience to Drive Your Growth
Denise Lee Yohn - Brand Leadership Expert | Speaker | Author
Breakout Sessions
Insight to ActionHow RDI-Sightline hits a Grand Slam for its Clients with Speech Analytics
Stacy Dye
SVP/GM of Quantitative Insights
Work from HomeHow to Convert A Remote Agent Workforce; Dialog Direct, a Qualfon Company Case Study
Marvie Wright
Director of Leadership/Sales Training
Collections in Current TimesHow State Collection Service Optimizes Patient Revenue Recovery Through Speech Analytics
Tracy Dudek
Chief Operating Officer
Transformational CXElevating PX/CX with SA and Best Practices
Pete Hamlin
Sr. Director of Product Management
Breakout Sessions
Insight to ActionThe Bot Who Cried Wolf
Rick Britt
Vice President of Artificial Intelligence at CallMiner
The New Contact Center AgilityInteraction Analytics Awareness and Action
Steve Chirokas
Director Product & Channel Marketing at CallMiner
Transformational CXHow Ancestry.com Combines EX and CX to Drive Growth
Denise Lee Yohn
Brand Leadership Expert | Speaker | Author
Collections in Current Times“Real World Stories from the Frontline” A Panel based Discussion
Donna Fluss
President
Welcome to CETX 2020: Opening Remarks
Shep Hyken - Customer Service & Experience Expert, Chief Amazement Officer
Making More Scientific Decisions with Customer Data
Don Peppers - Author, Speaker, CX Expert & Founder
The Experience Means Everything: The power and practicality of sustaining your business through connection with your customer
Micah Solomon - Author/ Speaker/ Consultant/ President & CEO
Breakout Sessions
Transformational CXHow Gant Travel uses Speech Analytics to Ensure Smoother Customer Journeys
Kurt Mosher
Chief Operating Officer
Work from HomeHow Double Positive “Supercharged” Agent Performance with SA
Mark Crowley
Quality & Compliance Manager
Insight to ActionHow the Unlimited Insures Improved Outcomes Through VOE Insights
Juan- Pierre Nel
Operations and Insight Analyst
Breakout Sessions
Collections in Current TimesPanel Discussion : “Adapting Collection Strategies in a Pandemic”
Scott Kendrick
Vice President, Marketing
The New Contact Center AgilityHow Shellpoint Mortgage Underwrites a Better Outcome with Speech Analytics
Jeremy Shaffer
Speech analytics - Analyst
Transformational CXA Conversation with New York Life on Connecting Customer Insights for Better Outcomes
Don Peppers
Author, Speaker, CX Expert & Founder
Insight to ActionTurning AI Fueled Insights into Action
Rick Britt
Vice President of Artificial Intelligence at CallMiner
Work from HomeWisdom From Remote Workforce Thought Leaders, A Panel Discussion
Marvie Wright
Director of Leadership/Sales Training
At a glance
Tuesday, 18th August
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
Shep Hyken Opening Remarks
Keynote Speaker - Denise Lee Yohn
Keynote Speaker - Jeff Gallino
Informative breakout session tracks addressing topics of vital importance for today's contact centers
Collections in Current TimesInsight to ActionThe New Contact Center AgilityTransformational CXWork from HomeExhibit Hall - Meet the CETX sponsors
Wednesday, 19th August
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
Shep Hyken Opening Remarks
Keynote Speaker - Don Peppers
Keynote Speaker - Micah Solomon
Informative breakout session tracks addressing topics of vital importance for today's contact centers
Collections in Current TimesInsight to ActionThe New Contact Center AgilityTransformational CXWork from HomeExhibit Hall - Meet the CETX sponsors
Tuesday 18
Welcome to CETX 2020: Opening Remarks
Shep Hyken - Customer Service & Experience Expert, Chief Amazement Officer
Ignite Experience: Fuse Customer Experience and Employee Experience to Drive Your Growth
Denise Lee Yohn - Brand Leadership Expert | Speaker | Author
Breakout Sessions
Insight to ActionHow RDI-Sightline hits a Grand Slam for its Clients with Speech Analytics
Stacy Dye
SVP/GM of Quantitative Insights
Work from HomeHow to Convert A Remote Agent Workforce; Dialog Direct, a Qualfon Company Case Study
Marvie Wright
Director of Leadership/Sales Training
Collections in Current TimesHow State Collection Service Optimizes Patient Revenue Recovery Through Speech Analytics
Tracy Dudek
Chief Operating Officer
Transformational CXElevating PX/CX with SA and Best Practices
Pete Hamlin
Sr. Director of Product Management
Breakout Sessions
Insight to ActionThe Bot Who Cried Wolf
Rick Britt
Vice President of Artificial Intelligence at CallMiner
The New Contact Center AgilityInteraction Analytics Awareness and Action
Steve Chirokas
Director Product & Channel Marketing at CallMiner
Transformational CXHow Ancestry.com Combines EX and CX to Drive Growth
Denise Lee Yohn
Brand Leadership Expert | Speaker | Author
Collections in Current Times“Real World Stories from the Frontline” A Panel based Discussion
Donna Fluss
President
Wednesday 19
Welcome to CETX 2020: Opening Remarks
Shep Hyken - Customer Service & Experience Expert, Chief Amazement Officer
Making More Scientific Decisions with Customer Data
Don Peppers - Author, Speaker, CX Expert & Founder
The Experience Means Everything: The power and practicality of sustaining your business through connection with your customer
Micah Solomon - Author/ Speaker/ Consultant/ President & CEO
Breakout Sessions
Transformational CXHow Gant Travel uses Speech Analytics to Ensure Smoother Customer Journeys
Kurt Mosher
Chief Operating Officer
Work from HomeHow Double Positive “Supercharged” Agent Performance with SA
Mark Crowley
Quality & Compliance Manager
Insight to ActionHow the Unlimited Insures Improved Outcomes Through VOE Insights
Juan- Pierre Nel
Operations and Insight Analyst
Breakout Sessions
Collections in Current TimesPanel Discussion : “Adapting Collection Strategies in a Pandemic”
Scott Kendrick
Vice President, Marketing
The New Contact Center AgilityHow Shellpoint Mortgage Underwrites a Better Outcome with Speech Analytics
Jeremy Shaffer
Speech analytics - Analyst
Transformational CXA Conversation with New York Life on Connecting Customer Insights for Better Outcomes
Don Peppers
Author, Speaker, CX Expert & Founder
Insight to ActionTurning AI Fueled Insights into Action
Rick Britt
Vice President of Artificial Intelligence at CallMiner
Work from HomeWisdom From Remote Workforce Thought Leaders, A Panel Discussion
Marvie Wright
Director of Leadership/Sales Training
"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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