Bob Azman leads the Customer Experience and Education organization supporting the US Core Legal; Corporate, Government & Academic, and Intellectual Property Solutions businesses within Thomson Reuters, Legal. He oversees Customer Service, Customer Technical Support, Reference Attorneys, Education, Training and Development, Solutions Support, and the Global Service Desk. Customer Experience is a global organization with major customer contact centers in Sydney, Manila and multiple locations in the US as well as representatives in London and Tokyo. Before joining the company in 2007, Bob held executives roles at Ceridian Corporation, eFunds Corporation and Deluxe Corporation. Bob is also serving on the Minnesota Legislative Commission on Service Innovation.

Bob earned both his MBA and bachelor’s degrees from the University of St. Thomas in St. Paul, MN. Bob is also a certified University of Minnesota Master Gardener. Bob is married with two adult children. In his spare time, he enjoys spending time fishing and boating at his lake home in northern Wisconsin.

 

Dave Dobrosky is currently the Senior Vice President of Scotiabank’s Customer Contact Centers in Canada. Dave is a 24 year banker and has worked in a variety of roles including Retail, Commercial, Operations and Project Management prior to the 13+ years he has spent in the Contact Centre vertical.

Dave is responsible for leading a team of 1500+ staff in support of Scotiabank’s telephone, web, mobile and payments channels.  The Contact Centres contribute strongly to Scotiabank’s bottom line through the delivery of Best in Class Customer experiences and inbound/outbound sales which drive revenues sufficient to cover all operating costs.

Dave has a degree in Economics and is a Fellow at the Institute of Canadian Bankers where he earned the prestigious ‘Gold Medal’ for honors in the Professional Banking Program.

 

Nancy is an accomplished, entrepreneurial executive with over 25 years of experience in general technology management, product innovation, marketing, research, business development and strategic planning in the software industry.  Her career prior to Aspect spanned positions in both product development and marketing, in application areas covering survey research and enterprise feedback management, predictive analytics and data mining, and intelligent search and text analytics.  At Aspect she is Vice President of Solutions Marketing, having responsibility for defining and implementing programs for introducing Aspect solutions to the marketplace that effectively address customer business problems and use cases.   

 

Cliff Dorsey is the head of North American Enterprise sales and services for LivePerson, a leading provider of on-demand intelligent engagement solutions and one of Forbes' Top 25 Fastest Growing Companies.  Cliff’s leadership within the Enterprise Business segment has been integral to the company's consistent revenue growth from $17m to $110m over the last six years.

Cliff manages LivePerson's major client accounts across multiple verticals. Companies such as AT&T, Bank of America, Apple, IBM, Microsoft, Cisco, Verizon and HP rely on LivePerson to drive real-time assistance and connection with customers. Cliff has over 17 years of sales and sales management experience with enterprise software solution providers including Parametric Technology (PTC), CollabNet and Internet Security Systems.

 

In 2007, Paul assumed responsibility as Ceridian’s HR/Payroll leader of Customer Care and began a concerted campaign to overhaul both the way Ceridian conducted its customer support and the metrics surrounding its measurement.

As a result, Ceridian’s customer support team won the Stevie Award for Customer Service Department of the Year in 2010 and is a finalist in that category for the third consecutive year while Paul was a finalist for Customer Service Leader of the Year in 2010 & 2011. Paul has also been cited in the bestselling book, “How Did That Happen? Holding People Accountable for Results in the Positive, Principled Way.”  Steven Covey calls it, “the 'go-to' book for teaching organizational accountability that works - without the backlash.”

In his spare time Paul and his twin sons also run a website dedicated to high school cross county and track and field which attracts over 1 million page views per month.

 

Jasmine Green is vice president-Chief Customer Advocate for Nationwide. Nationwide, based in Columbus, Ohio, is one of the country’s largest diversified insurance and financial services organizations.

As part of Corporate Marketing and Communications, she is responsible for helping carry out Nationwide’s new focus on personalized customer experiences. She is also responsible for the Office of Customer Relations.

Jasmine serves as a champion for customers across all of Nationwide’s businesses. Her role is unique within the company and there are few like it in any industry. It underscores Nationwide’s commitment to provide exceptional customer experiences. Her message begins by asking all associates to make a personal commitment to care for customers, called “I Care.”

Jasmine has a distinguished career with Nationwide that began in the Claims organization. She previously served as associate vice president in the Office of the President for Nationwide Insurance Western Operations. She also served as a product director, as well as in various management roles within Claims in Tennessee, Kentucky, Michigan and Texas.

She holds a bachelor’s degree in accounting from The University of Memphis.

 

Sheila Harrell plays a key role in maximizing the customer experience so that the Purple Promise to make every customer experience outstanding is always kept, and that customers around the world experience the same level of excellence.

Harrell is responsible for ensuring high levels of customer satisfaction through the use of the latest technology and customer service tools.  She oversees over 5,000 customer service representatives in call centers across the United States and Latin America, all of whom work to provide an excellent customer experience, increase customer loyalty and generate revenue for the company.  She has been a thought leader for the enterprise in her efforts to create a new social media channel and blog response team that enables customer collaboration at a very transparent level which enhances speed of problem resolution and brand trust. 

Harrell is committed to the integral nature of customer loyalty to a company’s overall success.  Her long-term dedication to the FedEx customer reflects this, and her current role gives her the opportunity to inspire her team to build customer loyalty by providing superior customer service. 

Harrell has been with FedEx for over 32 years, during which time she has exercised her talents in a number of areas including Operations Engineering, Communications, Training and Sales.  Before assuming her current position, Harrell served as vice president for Global Customer Services Strategic Planning for nearly ten years, during which time she worked closely with the Customer Service Operations team.  Under her leadership, FedEx introduced Enterprise Customer Relationship Management (ECRM).  She has been instrumental in developing several customer-focused initiatives, including an annual Customer Summit in which the company’s senior leadership engages in a customer-focused planning session. 

Harrell has been recognized with the revered FedEx Five Star Award several times.  She was also awarded the “Customer Service Executive of the Year” in 2008 for International Service Excellence from the Customer Service Institute of America (CSIA).  She is an active member of the Harvard Women’s Leadership Board through the John F. Kennedy School of Government and the International Women’s Forum.  She is on the Board of the Women’s Federation of greater Memphis and has served on the boards of the American Society of Training and Development and the National Oral School for the Deaf and the FedEx Diversity Council.  She has been recognized by CBS Sunday Morning as a leader in Customer Service and continues to be recognized in various publications as a leader in the customer experience industry.

 

John Knieriem is the Senior Vice President of Customer Experience Executive for Wachovia, a Wells Fargo Company’s Mid-Atlantic Region. He is responsible for the Customer Service Experience delivered by the 4000 members of the Retail and Small Business Teams throughout Maryland, Virginia, and the District of Columbia.

A 15-year Customer Service Professional, he joined Wachovia, a Wells Fargo Company in 2007 from Fifth Third Bank where he was the SVP and Director of the Customer Service Contact Center based in Cincinnati, Ohio. His teams handled more than 12 million contacts per year supporting all Lines of Business, including Consumer, Card Services, and the Mortgage business.

Previously, he was the Sr Manager of the Client Expert Center, Dell Corporations Premium Support Center for Desktops and Notebooks and Sr Manager of Sales Operations in the Corporate Business Group, where he led teams serving Dell’s largest business customers in Order Management, International business, and Support Services.

Prior to joining Dell, Mr Knieriem spent 4 years leading GE Lighting’s largest customer service improvement initiatives.  The teams delivered breakthrough performance in Order Management and Fill rate improvement. He is Six Sigma Black Belt certified.

He has a BS in Economics from the United States Military Academy at West Point.

 

A multi-channel retail, mobile and marketing visionary, Andrew “Drew” Koven has been an e-commerce guru for over 15 years, literally since people started buying things on the web.  As president of e-commerce and customer experience for fashion-forward footwear and apparel icon Steve Madden, Koven is the force behind double digit growth for the online business. He has built the ecommerce, mobile, marketing, technology, service and fulfillment foundations that solve the 5 prong go-to-market strategy a multi-channel retailing manufacturer faces and leverages all the hottest new technologies and analytics, including social media, mobile  and viral recommendations and retargeting techniques that engage audiences of all ages throughout the entire enterprise.

Andrew is also co-founder of Geoff and Drew’s, an online food gifting site and previously was head EVP and CMO at Fresh Direct, an online grocer. Koven’s acumen and accomplishments were recently recognized when he was awarded as one of the Top Three Mobile Marketers in the world by Mobile Marketer, and serves as an Advisory Board Member to Apparel Magazine. He was inducted into the Boston business hall of fame in 2008, named entrepreneur of the year by Virgin Atlantic, was a recipient of the 40 under 40 award. Mr. Koven sits on the board of his New York based inner city charitable foundation which mentors children through athletic and academic achievement, The Boricua All Stars.

 

Ingrid Lindberg was named Customer Experience Officer of CIGNA Corporation in January, 2008. She is responsible for developing and overseeing the implementation of a corporate-wide customer experience strategy, which addresses all matters related to how CIGNA engages and serves the individuals covered by CIGNA benefit plans.

Her leadership has earned the CIGNA Customer Experience Office national and international recognition.  Among the key accomplishments of the team:

• CIGNA became the first in its industry to offer 24 hour-a-day, seven day-a-week customer service for all its medical, dental and pharmacy plans; this bold, new approach resulted in the Silver Award for delivery of an excellent customer experience at the 2010 Gartner & 1to1 Media Customer Relationship Management Excellence Customer Awards.
• By reducing insurance jargon and using simpler language, CIGNA customer understanding of their benefits has improved by more than 100 percent, while reducing number of printed materials customers receive by 50 percent. This strategy earned a Gold Medal award at the 2009 Gartner Customer Relationship Management Summit for their exemplary customer strategy as well as a customer experience excellence award.
• In 2010 CIGNA has introduced completely revamped Explanation of Benefits that is one of only three to earn an “Excellent” designation for Clarity, Content and Design in an evaluation by DALBAR, Inc. DALBAR analyzed the usefulness of this customer summary of care charges and benefit payments from 34 leading carriers, finding more than two-thirds (68 percent) of Explanations of Benefits earned failing grades

Ingrid’s business leadership were also recognized by  Business Insurance’s “Women to Watch” in 2009 and her strategic vision was highlighted in a case study done by IBM Global Business Services: Don’t yield on customer trust: Navigating the customer experience journey on the rough road ahead.   

Ingrid has brought to CIGNA more than fifteen years of experience in customer engagement, with a diverse background in change management, customer strategy development, product development, and operations.

Before joining CIGNA, Ingrid held the role of chief marketing officer for Ceridian Benefits Services. Prior to Ceridian; she was customer engagement lead for Definity Health and was responsible for creating their service model, transformation lead for American Express Financial Advisors. She also has held positions with increasing accountability for creating strategies for customer understanding, experience and engagement with State Street Global Advisors, First Data and Watson Wyatt.

 

Cliff Martz is the Vice President of Customer Support for North America at Pitney Bowes Inc. His mandate is to create a competitive advantage by delivering a consistent and exceptional customer experience focused on increasing loyalty and maximizing revenue. He has progressively advanced in the organization and has been in leadership roles in Customer Experience, Risk Management, Order Management, Credit, Collections and Cash Application. He has a passion for building high performance teams that consistently over achieve.

Cliff has a track record of transforming business operations with a strong focus on talent management and employee engagement. Cliff holds a professional designation in Operational Risk Management and has served as a member of the Board of Directors of the Credit Institute of Canada. Cliff has been married 10 years, and has two young boys.

 

Mr. Pacelli is a veteran high-tech executive with over 18 years of experience in building and commercializing technologies and companies. Prior to ClickFox, he successfully founded tech companies U3S and IBS from inception to over 25M+ in revenue and built NICE System's worldwide call center/analytics practice to be an industry standard and global market leader. A visionary expert in the data and analytics space, Pacelli is a highly sought-after speaker and consumer advocate focusing on the intersection of Big Data and customer behavior.

 

Donna Perkins serves Comcast as Vice President, Customer Service Operations.  Donna has strategic and operational responsibility for employee engagement initiatives including career progression, employee feedback and recognition, customer service agent retention as well as supervisor development. Additionally, Donna’s responsibilities include the implementation of national programs, most recently the Comcast Customer Guarantee.

Donna joined Comcast in 2000 as Project Manager, Customer Service Development, with responsibility for managing the development of new call centers and renovations of existing facilities, including overseeing design standards and budget planning.  More recently, Donna was responsible for various operational programs, including eCare process improvements, agent desktop tool development and implementation as well as operational assessments identifying best practices..  Prior to joining Comcast, she held several key management positions with Keystone Mercy Health Plan in Philadelphia most recently serving as Project Director, Business Systems, where she managed the implementation of a new health care information system.  She also served as Call Center Director, with responsibilities for managing more than 100 employees.

Donna received a BS in Marketing from Temple University.  She is a graduate of the Leadership Philadelphia Core Program and the 2004 class of Comcast’s Executive Leadership Forum.  Donna is active in several industry organizations including Women in Cable and Telecommunications, where she has served as both Treasurer and Secretary for the Philadelphia Chapter.   She is an active member of the Cable Center Customer Care Committee as well as a member of Cable and Telecommunications for Marketing (CTAM). 

Donna was the recipient of the 2006 CTAM Rainmaker award which honors individuals for extraordinary contributions to CTAM’s corporate initiative projects, from retail ventures to new product marketing and publicity.  In 2004, she received the WICT Philadelphia Chapter Liberty award which honors members who are team players, embody leadership, innovation, excellence and risk taking.

Donna resides in Philadelphia with her husband, Bret and their two sons.

 

Jason Pettit is the Information & Performance Solutions Executive for Integrated Channel Operations at Bank of America.  In this role, Jason leads a team that provides performance management solutions including scorecards, reporting and dashboards for over 15,000 contact center associates. In addition to performance solutions, Jason and his team are also responsible for deploying and supporting customer experience analytics tools, including ClickFox to the broader CSBB organization.

Jason began with Bank of America as a teller in 1988, holding varying operational leadership roles within the Consumer bank. He has over 15 years of contact center experience and has played key roles in the Fleet, MBNA and LaSalle transition teams. Jason’s recent career accomplishments have included managing a portfolio of work that delivered $45MM in cost savings from 2008 to 2009, improving initial contact resolution from base of 68% to 78% by eliminating multiple customer hand offs. Jason received his Bachelor’s degree from California State University - Hayward, and is a Six Sigma Black Belt

Jason currently resides in Charlotte, NC, with his wife, Liz and their two daughters.

 

Scott Sachs is the Senior Director for Call Center Operations, Wireless, at Assurant Solutions. In his role, Scott is responsible for the global operations of the company’s wireless division.  The wireless division of Assurant Solutions is a leader in customer satisfaction, regularly achieving 95 percent satisfaction ratings for Representative Knowledge and Customer Interaction. 

Scott has over 20 years of experience managing large call center operations across a variety of industries. He was formerly responsible for Call Center Operations for Signal, LLC until it was acquired by Assurant Solutions. In his role with Signal, Scott oversaw the operations of three call centers with over 700 employees.  While overseeing Signal operations, Scott implemented a new technology platform which included a fully integrated Voice Over IP (VOIP) system. This system allowed a group of call centers to operate as a single virtual call center.  He also oversaw the implementation of integrated voice response (IVR), call recording, and claims processing systems.

Prior to joining the Signal, Scott was Vice President of Customer Relations for Comcast Cellular Communications where he was responsible for customer service, customer retention, and credit and collections.  He managed a budget of over $45 million and successfully implemented new technology to support numerous facets of the operation.  Scott began his career in customer service at American Express where he managed a large call center in New York and oversaw the domestic operations of all call centers in the credit card division.

Scott earned his BS in Operations Research from SUNY Albany, and an MBA in Finance/Marketing from Columbia University.  In addition, Scott has served on the Board of Directors for various community organizations and is an avid runner, tennis and paddle player. He lives outside of Philadelphia, Pa with his wife and three children.

 

Karalyn Sartor is Vice President of Customer Care Global Operations for Best Buy Co., Inc., a multinational retailer of technology and entertainment products and services. Under her leadership, the customer care team works to translate customer insights into solutions to better meet the needs of customers. Karalyn views the conversations between employees and customers as one of the best ways to truly hear the voice of the customer.  She believes that genuine curiosity about employee and customer needs can lead to deep insight which in turn leads to developing better customer solutions.  Karalyn encourages collaboration internally and externally as a means to better serving the customer.  Technology allows new ways to connect and allows the agent to focus on the customer and not the system.   However, the real win comes from activating on the insights from our agents and customers.

Karalyn joined Best Buy in 1999 as a director and participated in the launch of BestBuy.com.   In 2001, she expanded her operational background and led the technology, process and financial support functions in Retail Operations.  She was appointed to her current position in 2007.  Prior to Best Buy, Karalyn was with Deloitte Consulting and Cowles Media Company.  

A native of Minnesota, she attended the University of Minnesota and earned a bachelor’s degree in Accounting.

 

Tina Taylor is Vice President of Global Customer Operations for GE Intelligent Platforms, where she is responsible for overseeing the business global support operations. Prior to joining GE Intelligent Platforms, Ms. Taylor was the Vice President Quality of a homegrown business within GE Capital called Asset Intelligence and held various management roles in several major GE divisions and Waukesha Electric System.

Presently, Ms. Taylor serves on the board for the International Indian Chamber of Commerce and Urban Films Projects.

She earned a Bachelor of Science degree in Mechanical & General Engineering from North Carolina Agricultural & Technical State University and Oxford University in England.

 

Adriana Torres is the Head of Global Contact Centers for Citigroup Consumer Bank responsible for managing customer service delivery, call centers, channel operations efficiency, account opening, in-bound sales and customer retention efforts in 42 International Markets and as well as driving Global Strategy to ensure consistent customer experience across the globe.

Adriana has 25 years of professional experience of which 15 years has been with Citi. Prior to Citigroup, Adriana worked for Carborundum Brazil, a Global European manufacturing company for 10 years.

Adriana holds bachelor degree in Organizational Development, Master Degree in International Business and Master Degree in Computer Science. She speaks fluent English, Portuguese and Spanish. 

 

An NBA franchise executive for 16 years, Pete Winemiller currently serves as Senior Vice President of Guest Relations with the league’s Oklahoma City Thunder.

Winemiller is charged with creating repeat customers in a business environment where you cannot control the level of success on the basketball court (the purchased product), but you can control what happens in the stands (the customer experience).

His department’s efforts have been recognized by David Stern, Commissioner of the NBA, “for setting the gold standard for the NBA fan experience." In 2008 Winemiller and his staff led the implementation of a results-producing customer service program in the inaugural season of the Oklahoma franchise, under what Commissioner Stern called “the most compressed beginning ever in professional sports.”

Colloquy Magazine, Chief Learning Officer Magazine, the University of Massachusetts – Isenberg School of Management and the National Sports Forum have all honored Winemiller and the Thunder for exceptional work in the area of customer service. Most recently the Thunder was recognized by the American Business Awards and presented with a ”STEVIE” award, among the nation’s most prestigious business awards, being recognized as 2010 “Front-Line Customer Service Team of the Year.”

Winemiller has consulted with several NBA teams, other professional sports leagues and with organizations outside of pro sports regarding their customer service models. He has been a featured keynote speaker at numerous international events, including the Society of Consumer Affairs Professionals, the North American Conference on Customer Management, the Customer Care Institute, the Conference on Achieving Customer Service Excellence and Arizona State University’s Compete Through Service Symposium. Winemiller has been an invited guest lecturer at the University of Oregon, Arizona State University and the University of Washington, sharing his business perspective with undergraduate students, graduate students and business executives.

As the author of many articles on customer service, Winemiller has been quoted in several national publications including FORTUNE Magazine, 1 to 1 Magazine, Sales & Service Excellence Magazine and Customer Service Advantage. He is currently writing a book on building winning, customer service cultures entitled "C.L.I.C.K.! with your Guests."

Winemiller has been recognized by 1 to 1 Magazine as one of a select few executives in North America to be honored as a “Customer Champion.” A graduate of Washington State University, he is an alumnus of the Disney Institute in Orlando, Florida. He received his professional certification in Customer Experience Management in 2010.