Fort Worth, TX | August 4-5, 2014
Sharing Insight and Best Practices with Top Colleagues
The 2014 Contact Center Executive Summit, which was held at the Fort Worth Museum of Science & History on August 4 - 5, 2014, brought together 65 accomplished leaders from across the industry to share proven strategies and innovative best practices.
The agenda offered 2 days of interactive discussion led by contact center executives tackling “What’s Next for the Contact Center?” What are the strategies, programs and tools that will enable the contact center to play a leading role in the success of the enterprise moving forward?
Event registration included a reception and 1 ½ hour interactive tour of the Indiana Jones exhibit.
Watch for details on the 2015 CCNG Contact Center Executive Summit and make plans now to join the discussion!
“The CCNG Executive Summit offered an exceptionally unique and engaging forum to interact with other leaders who are focused on further improving the experience their customers receive. The conversations and connections I experienced will be leveraged in the future as we look to expand the services provided to our members.”. -- Jim Lavery, Vice President Contact Center Operations, Desert Schools Federal Credit Union
David Johnson, Sr Director - Member Services, Prime Therapeutics
As Sr Director of Member Services at Prime Therapeutics (Prime), David provides strategic direction and insight for all of Prime’s vendor operations and customer service centers to ensure the most cost-effective and efficient processes are in place. David plays a key role in managing and developing cross-functional process improvement plans at the company’s customer service centers nationwide. He has over 20 years of experience in the contact center business. Prior to joining Prime, he worked in leadership roles at several major corporations including Sprint, Matrixx Marketing, ORC International, and the M/A/R/C Group. He also gained experience as a national sales manager during his tenure at Technicomp, Inc., IBM Corporation and Harris/3M Corporation. David holds a Bachelor of Arts degree from John Carroll University in Cleveland, OH.
Amas Tenumah, Customer Experience Transformist and former Vice President of Operations, Teleflora
Amas is a customer experience fanatic, and a self-described “contact center geek” specializing in contact center operations and customer experience strategy for a “twitter-first” century. He has spent the last decade managing contact center operations for companies like Coca-Cola, Convergys Corporation, and currently in his role as Vice President of Operations for Teleflora. Amas brings a unique perspective to the world of customer experience that he shares regularly at industry events and publications. He is also a proud dad and an avid Yankee fan who enjoys playing competitive soccer when home in Oklahoma City.
Bob Simmonds, VP of Domestic Travel Operations, Disney Destinations
Bob’s responsibilities include operation of the Disney Reservation Center in Orlando and Tampa and the Disneyland Resort Travel Sales Center in Anaheim. These teams interact with guests and travel agents who are planning vacations to the Walt Disney World Resort and Disneyland Resort. They also support English-language reservations for Disneyland Paris. Working at Disney has placed Bob in the position of being able to see how combining great technology, great people, and a great product transform into magical experiences for people from all cultures around the world. Prior to joining Disney in January of 2005, Bob was the Director of Call Center Operations and General Manager of the Telesales line of business for Expedia.com. He managed Expedia’s company-owned call centers in Las Vegas and Tacoma, as well as managing various outsourcing relationships that supported the Telesales business. As the General Manager of Telesales, Bob grew the business from proof-of-concept to close to $750 million in bookings within three years. Bob is also involved in several non-profit organizations focused on working with children. He is very active in Boy Scouts of America where he serves as a District Commissioner. He is the State Public Relations Officer and State Treasurer for Bikers Against Child Abuse (B.A.C.A.). He is on the Board of Directors for the BETA Center, a non-profit organization that provides a place to live, daycare, and education for pregnant teens and at-risk families.
Steve Riddell, Chief Sales Officer, Blinds.com
Steve Riddell is a dynamic and inspirational speaker, trainer, coach, manager and author with a reputation for excellence. As an entrepreneur and motivational speaker he is considered an expert in management and sales/customer service, teaching his methods to large groups of people nationally and internationally. His range of expertise includes entrepreneurial ventures, sales, motivation, call center design, call center management, compensation, and direct marketing and hiring. He is the 2006 recipient of the Peppers and Rogers National Innovator Award of Excellence. In 2010 he was named one of the top 5 Call Center Leaders of the Year from IQPC and received the 2010 Call Center of the Year Award. In 2013 Mr. Riddell was named Senior Sales Executive of the Year and received the Gold Stevie Award for excellence in Sales and Customer Service. He has been featured on the front cover of “Telemarketing Magazine" and is a frequent contributing author and guest lecturer. Steve currently serves as the Chief Sales Officer for Blinds.com, the world’s largest online window covering store, that was recently acquired by The Home Depot for its excellence in company culture development and contact center innovation. Prior to joining Blinds.com, Mr. Riddell was Founder and CEO of Global Performance Corporation, a training and consulting organization. Blinds.com has been honored with many awards including Best Places to Work in Houston for the past 4 years, Most Engaged Workplace in America, Healthiest Employer in Houston and Best Call Center in the U.S.
David Warner, Director Offsite Operations, Sutherland Global Services
Dave Warner is a 13yr employee of Sutherland Global Services and has held roles in Service Delivery and Business Development as well as Service Excellences. He has been the driving force behind Sutherland Global Services (SGS) Sutherland@Home business model for more than 6 years. Having successfully launched a remote workforce solution for SGS in FY2007, Sutherland@Home made a profit in its very first year of implementation and added 750 seats to its employee roster. Mr. Warner is the author of the whitepaper “Work at Home: Strategies for Success” and is a frequently-requested guest speaker at Work at Home conferences and is considered an expert on the remote workforce in the Americas.
Eric Newton, Director of Customer Support – Global Operations, CareerBuilder
Eric is the Director of Customer Support for CareerBuilder, the nation's largest online job site with more than 23 million unique visitors and over 1.6 million jobs. Since his hire in 2007, Eric has led the customer service team and shared services team responsible for increasing client satisfaction and retention, sales revenue, operational efficiency and extraction, and interpretation of customer business analytics. Under his strategic direction and daily management, the CareerBuilder Customer Care Team has been honored as the 2008 Global Call Center of the Year by ICMI and the 2007 Customer Service Team of the Year by the American Business Awards. Most recently the team received the 2103 Gold Stevie Award for Innovation in Customer Service. Eric continues to demonstrate the traits of a highly accomplished executive and leader successfully driving innovation, creative problem-solving, and implementation of sales strategies that create growth. Prior to joining CareerBuilder, Eric leverages over 12 years’ experience leading call center and operational teams in finance & banking , customer service, and online job advertisement industries, while holding positions at Spherion Corp. managing the Vendor/Supplier Diversity program, and with NetBank managing customer service delivery. As a “Service Fanatic”, Eric aims to convey the value and benefits of delivering exceptional internal and external customer support to everyday consumers and business users. Eric has been acknowledged with multiple industry accolades and awards while at CareerBuilder. Eric is a graduate of Morehouse College and completed a Bachelor of Arts Degree in English and an MBA from the University of Phoenix.
Tim Houlne, Chief Executive Officer, Working Solutions
Tim is a driven entrepreneur with over 25 years experience in positions related to the contact center industry including sales, customer service, technical support, and warranty management. Tim held various leadership roles at West Corporation, GE TechTeam and Connect Services. Tim is a recognized leader in the home-shoring movement; he has been featured on FOX, ABC, The Wall Street Journal, The New York Times, The Boston Globe and BusinessWeek, and is a frequent speaker for various industry forums and colleges. Tim serves as Chairman of the Movie Institute, a 501c3 charity and on the Vision Bank Board of Directors. In 2013, he co-authored The New World of Work, From the Cube to the Cloud and was a Finalist in the Ernst & Young Entrepreneur of the Year® 2013 Southwest Area North. Tim holds a BSBA in management from Missouri Western State University and an MBA from the University of Texas at Dallas.
April Sealy, Vice President Operations, Elevate
April’s passion is in building engagement and morale to lower voluntary attrition in the contact center and operations teams – along with increasing customer satisfaction and driving revenue savings. She’s spent twenty-seven years in the contact center world for large companies including Sprint, Citi, and HSBC, and is currently leading the operations organization for Elevate. April enjoys speaking and sharing ideas on improving the contact center experience of both the front-line employees and the customer. She also has experience in building and leading contact centers on Native American Indian reservations and with TERO (Tribal Employment Rights Ordinance).
Matthew Saskin, Senior Consultant, Dimension Data
Matthew Saskin is a Senior Consultant in Dimension Data’s Communications Business Unit, working with a specific focus on customer collaboration and customer care. Prior to joining Dimension Data, Matthew has worked in the enterprise and service provider spaces in roles covering consulting, engineering and operations management, and enterprise architecture. Over the course of his career, Matthew has worked with clients of all sizes ranging from mid-market through 10,000+ seat contact centers, across verticals as diverse as retail, health care, manufacturing, financial services, insurance, and mining and materials. Beyond contact center architecture and customer care strategy, Matthew has significant background in ITIL-aligned service delivery and operations as well as large/complex enterprise IT architectures spanning numerous technology domains.
Lon Hendrickson, Executive Director, CCNG Magnet Program
Lon is Executive Director of the CCNG Magnet Program—the Professional Peer Network (PPN) of contact center executives. Through the Magnet Program contact center leaders leverage top colleagues and award-winning organizations. Lon is a 20 year veteran in the customer care and customer support industry with a passion for helping industry leaders share knowledge and spread success. He is the author of numerous articles, blogs, and industry white papers. Lon is also the host of the Perspectives on Leadership webcast series featuring one-on-one interview with contact center industry executives.
David Hadobas, President and CEO of CCNG
David is responsible for building the premier member network for contact center, customer care, and customer service professionals looking to share and create unique content based on peer
experience and perspectives.
Patrick Botz, Vice President of Workforce Optimization, VPI
Patrick Botz serves as Vice President of Workforce Optimization for VPI, a global provider of interaction recording, quality management and workforce optimization solutions for over 1,000 customers including 1-800-Flowers.com, AAA, CNN, Morgan Stanley, Bank of America, Wells Fargo, IBM and Delta Airlines. Leveraging more than a decade of field experience as a CRM practitioner, he focuses on the mission-critical-aspects of capturing customer intelligence and optimizing business processes and workforce performance. Patrick holds an M.B.A. from Pepperdine University and a BSE in Engineering from Arizona State University. His work has been published in several contact center industry periodicals including Call Center Magazine, Business Management, CRM Magazine, Customer Inter@ction Solutions, Connections Magazine, and ContactProfessional.
Anna Convery, EVP of Strategy, OpenSpan
As Executive Vice President, Strategy, Anna oversees global market development and strategic initiatives for OpenSpan. An industry expert in customer service technologies and solutions for the enterprise, Anna previously held senior executive roles at NICE Systems Ltd., ClickFox, Inc. and Nexidia Inc., as well as global marketing and business development roles with IBM Corporation, Jacada Ltd. and Unibol Inc. Anna has been named a "Woman of the Year in Technology" by WIT, and has received numerous awards and recognition for her business leadership and vision. She is frequently quoted in trade publications and often speaks at industry conferences.
Erich Dietz, VP Business Solutions-Contact Centers, InMoment
Erich Dietz has more than 15 years of executive-level experience. He is responsible for leading and managing the sales and support efforts for InMoment’s Contact Center vertical. He is an operations and service-oriented executive focused on improving businesses’ end-to-end customer experience. He has extensive experience in developing and implementing VoC and CEM strategies and solutions for Fortune 500 organizations. Erich joined InMoment in 2003 and was responsible for direct sales and support functions for clients across all major verticals. Today, he keenly focuses on driving business results and improved customer experiences. In addition to his direct client work, he frequently presents at VoC industry conferences and events and works with the analyst community on thought leadership content. Prior to InMoment, Erich worked as a consultant with several consulting firms including Kurt Salmon Associates, Herbert W. Davis & Company, and Sigman Kaiden. He holds a B.S. degree in industrial engineering from Rutgers School of Engineering.
Lance Fried, Senior Vice President of Social & Mobile, Five9
Lance Fried has been a thought leader in the contact center market since 1998 and a business entrepreneur since birth. Fried recently joined the Five9 Executive Management Team upon their acquisition of the social & mobile customer care company, SoCoCare, where he served as CEO and Co-Founder. Previously, Fried held executive positions at Telephony@Work (Oracle), Syntellect (Enghouse Interactive), and MCI (Verizon Business). He also previously founded, secured funding, developed, and facilitated exits for three startups. Fried’s formal education includes an Economics degree from Columbia University and an MBA from the University of Michigan.
Michael Kropidlowski, Senior Manager Product Marketing, Aspect
Michael brings more than 20 years of experience in the customer service and contact center industries to Aspect. As a senior product marketing manager, Michael contributes directly to company strategy with a view to market trends and product strategy, focusing on enhanced customer service enabled through unified contact strategies and workforce optimization. Joining Aspect in April 1999, Michael brought more than nine years of customer service, technical and sales training experience to the company, where he was initially the lead sales and technical channel partner trainer for the company’s contact management platform.
John Wolf, Chief Marketing Officer, Intradiem
As Intradiem’s Chief Marketing Officer, John Wolf is the primary thought leader on how a real-time workforce delivers a better customer experience. Before joining Intradiem to head up marketing and product management, John was Assistant Vice President of Product Management at Equifax Personal Solutions, where he was responsible for managing a $53 million online product line. Prior to Equifax, John founded MyoMarkets where he created an online marketing and e-commerce solution that developed integrated marketing plans across online marketplaces and retail channels. John graduated from Georgia Institute of Technology with a Bachelor of Science in industrial engineering and holds a master’s degree from Emory University.
The CCNG Executive Summit is a highly interactive event with executive level attendees sharing their insight and ideas as presenters, discussion leaders, and expert panelists. Organizations who have participated in the past in this invitation-only executive event include:
- Allstate Insurance
- Chase Mortgage Banking
- Colorado Housing and Finance Authority
- DISH Network
- Disney Destinations
- Fifth Third Bank
- Neiman Marcus
- New York Life
- Pitney Bowes
- Red Lion Hotels
- Seattle Public Utilities
- Texas Workforce Commission
- And more ...
Two days of interactive discussion sessions led by contact center executives tackling “What’s Next for the Contact Center?” What are the strategies, programs and tools that will enable the contact center to play a leading role in the success of the enterprise moving forward?
- What programs, strategies and initiatives have had the greatest impact in the organization and how will you take them to the next level?
- What priorities are driving new initiatives: improving the customer experience, delivering value to the enterprise, driving efficiencies, building agility into operations?
- How should we address the accelerating pace of change? How far and how fast should we move to address rising customer expectations, expanding channels, and new technologies?
These discussion sessions reviewed past initiatives and future plans, shared insights and lessons learned, and offered benchmarks for comparison. Thank you to those who participated and added your voice to the discussion.
"The Contact Center Executive Summit is a 'must-attend' event for anyone who manages a contact center. This two day event contains valuable information on new call center processes and technologies, as well as best practice sharing from successful contact center leaders. I always return to my center recharged and revitalized with new ideas and plenty of inspiration!" -- Candace Kothmann, Director Contact Center Operations, Texas Workforce Commission