2015 PACE Convention & Expo
Keynotes & General Sessions
Day One Keynote
Monday, April 20th
9:30 a.m. – 10:30 a.m.
A unique, fast-growing company named to FORTUNE's 100 Best Companies to Work For® 6 years in a row, Zappos believes customer service isn’t just a department. They operate under one mission: to provide the best customer service possible.
Erica Javellana will be sharing her knowledge of how Zappos created a culture that is both Fun and a Little Weird in her role of Speaker of The House for Zappos Insights, a part of the Zappos Family in Las Vegas, NV. Erica’s years of experience in the Zappos Family makes her an insightful speaker, focusing on employee engagement, commitment to culture, customer experiences and their importance in business today.
Day One General Session
Monday, April 20th
12:45 p.m. – 1:45 p.m.
Ken Sponsler brings more than 30 years of leadership and management experience and thousands of hours of process engineering and consulting expertise to CompliancePoint, a PossibleNOW company. In his role as Vice President & General Manager. He also serves on the PACE National Board of Directors. Ken has extensive experience conducting marketing, data security and privacy compliance consulting assignments for a wide variety of companies including Fortune 500 clients. He has been retained as an expert witness in numerous TCPA related class actions and regulator lawsuits. Prior to joining PossibleNOW, Ken served over 27 years in the US Army primarily in Airborne Infantry assignments, culminating in duties as the Command Sergeants Major of the 3rd Infantry Division, an elite 23,400 man combat unit.
Michele Shuster has established a solid record of assisting clients in teleservice audits, consumer protection matters before state attorneys general, matters before the Federal Trade Commission and Federal Communication Commission, advertising compliance, and privacy issues. Shuster is also General Counsel for PACE, and is a Certified Information Privacy Professional.
Day Two Keynote
Tuesday, April 20th
9:00 a.m. – 10:00 a.m.
Rick DeLisi, senior director and executive advisor for CEB, has an intense passion for communications and customer relations is only rivalled by his love of college basketball. When his alma mater Syracuse University isn’t playing, Rick’s attention is focused on helping executives unlock the extraordinary potential of communication to solve business problems and contribute to the bottom line.
Drawing on more than 20 years of experience, Rick tackles these challenges in addition to offering solutions in key topic areas including how to effectively manage social media, building communications strategies to drive measurable business results, enhancing the customer experience while continuing to reduce operating costs and boosting customer loyalty in an increasingly competitive marketplace.
Rick is the co-author of The Effortless Experience: Conquering the New Battleground for Customer Loyalty (Penguin USA, 2013). He is also a frequent contributor on sales and customer services topics on CEB’s marketing and communications and sales and customer service blogs, and as keynote speaker at events such as the Net Promoter Customer Experience Conference.
Prior to his work with CEB, Rick spent more than two decades working as a journalist and in the airline and tourism industries, specializing in customer communication and public relations strategies. He holds a bachelor’s degree in communications from the S.I. Newhouse School of Public Communication at Syracuse University. A native of Long Island, Rick resides with his family in Ashburn, Va.
Day Two General Session
Tuesday, April 21st
2:15 p.m. – 3:15 p.m.
There cannot be a great customer experience without a great employee experience and empowering agents with the tools and information they need to support customers is an important component of that strategy. Learn more about Comcast’s business transformation strategy for simplifying customer service employee tools leveraging Business Process Management (BPM) and Change Management strategies.
Jennifer Labs is Vice President of Customer Service Strategy and Systems for Customer Service at Comcast Cable. She is the business product owner for all enterprise call center employee tools supporting Comcast’s frontline employees. In this role, Jennifer is responsible for the enterprise employee tool strategy, user experience and design, governance and day-to-day product management and business operations of Comcast’s call center employee tools. This includes leading the complex, multi-year business transformation effort to implement a new enterprise-wide internal universal CRM application, Einstein, which has already won SQM Group’s 2013 Best Practice Award for Knowledge Management Tools and 2014 Best Practice Award for Desktop Applications.
