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Day One Keynote
Monday, April 20th
Erica Javellana, Zappos Speaker of the House,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.
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Day Two Keynote
Tuesday, April 21st
Rick DeLisi, Senior Director & Executive Advisor, 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.
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Day One General Session
Monday, April 20th
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.
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.
PRESENTATION AVAILABLE HERE
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Day Two General Session
Tuesday, April 21st
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. 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.
PRESENTATION AVAILABLE HERE
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