2017 Conference & Expo Speaker Details

2017 Conference & Expo Speaker Details

10:00 am    Sennheiser Solutions Presented by Sennheiser 

Sennheiser will be sharing a few examples of end users and challenges they each faced in their call center environments, and how Sennheiser products helped improve and resolve those challenges.

Presenter: Tori Seliokas, Channel Manager, CC&O – Americas at Sennheiser 

10:35 am    Leveraging New Technologies to Drive Employee Engagement & Performance Presented by Nice Systems

Nice Systems will be discussing how artificial intelligence (AI), machine learning and predictive analytics interact with your associates and help them in their daily duties.

Presenter: Rich Correia, Director of Product Marketing - WFO at Nice Systems

Richard has many years of experience as a senior leader in Product Management and Product/Solutions Marketing, from his time at Corning, Cisco, Force10, Dell, and CyrusOne.  Among some of his accomplishments, he helped drive the product direction and revenue of Force10 from a few million in sales, to just under one hundred million.  At Dell, he was an integral member of the leadership team focused on managing and marketing the different components of the data center solutions, across hardware and software.  At CyrusOne, he changed the direction and strategy of marketing, driving to a higher ROI.   Richard holds a bachelor’s in Mechanical Engineering from University of Rhode Island and advanced degrees in Business & Engineering from Southern Methodist University.

11:10 am   Studies in Innovation – Keeping On Top of Your Game using AWS-Hosted Contact Center Services Presented by Chris Adomaitis, Sales Engineer, Serenova Session Presented by Serenova

Chris Adomaitis is a 17-year veteran of the contact center industry, having designed, sold, installed, and supported hundreds of contact center systems for organizations throughout the world.  In addition to contact center expertise, Chris has a rich technical background in networking, telecommunications, security, and development.  A tireless intrapreneur, Chris is currently enabling complex, world-wide deployments of contact center technologies using Serenova’s CxEngage platform.


11:45 am    Session Realizing A Connected Digital Experience: 5 Actions For Your Contact Center Presented by Cisco & Upstream Works

The session will help contact centers professionals understand the market forces affecting their operations and offer practical tips and insights to offer a “Connected Digital Experience”.

Presenters: Zack Taylor, Director Cisco Global Contact Center and Rob McDougall with Upstream Works

Zack Taylor is Director for Cisco’s Global Collaboration team located in Iselin, New Jersey. In this role, he is responsible for planning, development, and communication of a group of business-relevant solutions based on Cisco’s Contact Center portfolio. Prior accountabilities include roles in Avaya’s Global Sales Channel, where he was a Global Account Manager in the Financial Services and Banking Industry and Integrated Solutions Organizations, Contact Center portfolio General Manager, and a founding member of Avaya’s Global Strategic Solutions team. He also was a principal for the firm’s Customer Contact Council. He is a published author on numerous Call Center technologies and has appeared on National Public Radio, discussing the value of technology in supporting customer relationships. Taylor is a featured Cisco blogger and his posts can be found at http://blogs.cisco.com/author/zacktaylor He has an undergraduate degree from Bowling Green State University and a Masters Degree in Business Administration from Ashland University in Ohio. He has participated in programs at The London School of Business, University of Michigan’s Executive Education Program, Six Sigma University, and the Alexander Hamilton Institute. He is also a Satmetrix-certified Net Promoter® practitioner and a Certified Customer Experience Professio

Rob McDougall, President and CEO Upstream Works

Rob is an accomplished contact center leader and catalyst for change with a track record raising industry awareness of first call resolution for enhanced agent and customer experience.  Rob leads the strategic vision and operations of the company with a continued focus on omnichannel innovation and a passion for exceeding partner and customer expectations.

nal (CCXP). He is a frequent speaker in the Call Center and Collaboration marketplace at industry and customer events, and currently has authored seven approved.










12:15 pm    Digital Crisis or Redemption – Findings and Trends from Dimension Data’s  2017 Global Customer Experience Benchmarking Report

The Global Customer Experience Benchmarking Report provides a comprehensive global overview of the state of multi-channel interactions and customer management in contact centers.

Presented by:  Matthew Saskin, Managing Principal Consultant, Customer Experience Practice, Dimension Data  

Matthew Saskin is a Managing Principal in Dimension Data’s Consulting Services organization, responsible for overseeing Contact Center and Customer Experience services in the Americas. In this role, Matthew leads a team of consultants helping clients to develop comprehensive strategies and roadmaps for their contact centers, with a specific focus on improving customer experience and customer engagement. Prior to joining Dimension Data, Matthew has worked in the enterprise and service provider spaces in roles including consulting, engineering and operations management, and enterprise architecture. Over the course of his career, Matthew has worked with clients of all sizes ranging from midmarket through 10,000+ seat contact centers across verticals as diverse as Retail, Health Care, Manufacturing, Financial Services, and Insurance. Beyond contact center architecture, operations, 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


1:15 pm      Case Study Sponsored by EarthLink  (Now Windstream)

How digital transformation is driving an Omni-channel customer experience

Consumers and businesses continue to embrace digital platforms with breathtaking speed. As a result, expectations for seamless anytime, anywhere, Omni-channel sales, support and delivery vehicles have risen. Contact centers must establish both a strategy AND a platform designed to meet them.

In this session, you will learn about:

1. Trends impacting digital customer interaction and experiences

2. Technologies enabling Omni-channel support and how to harness them

3. Lessons learned from early adopters

We’ll also share real world insights from organizations addressing digital transformation in the contact center to help you plan the road ahead.

Presented by Scott Yelton, Director of Product Management - Windstream

Scott has more than 20 years of experience in the technology and communications space.  He currently serves as Director of Product Management for Hosted Voice, Unified Communications, CCaaS (Contact Center) and traditional telephony and networking services.  Prior to the merger with Windstream, Mr. Yelton served in several diverse roles including Product Development, Strategic planning, Sales Engineering and Sales management.  His experience is in the Telecom/Communications Service Provider space with companies that included BTI, Sprint, Deltacom and most recently EarthLink.  Yelton received his BSBA from Appalachian State University in Business Administration and Marketing and attended the MBA program at UNC Wilmington.  He also studied International business and marketing at Essec business school in Cergy, France.



1:50 pm      Case Study Sponsored by Adapt – Loyalty Factor, Dianne Durkin

Change Your thinking, Change Your Culture 

Positive thinking is not just a motivational idea – it has a measurable and constructive effect on an organization.  According to Gallup, only 32.5% of the workforce is engaged.  The more positive and optimistic your people are, the more productive your organization will be.  In this session, Loyalty Factor president Dianne Durkin will highlight and build insight into how you can encourage and empower your people to think constructively about their fellow employees and the organization as a whole.  By developing a culture that is not afraid of changing, leaders can energize their entire organization for peak performance.
  • Explore Reframing techniques to infuse optimism into everyday thinking
  • Establish an integrated plan to nurture a culture of trust between all levels of the organization
  • Outline the stages of implementing change and overcoming resistance
  • Discuss steps to transition from conservative leadership to an optimistic leader
  • Highlight empowerment techniques that will encourage individuals to outperform and accept additional responsibility
  • Discover the link between optimism and infusing innovation in processes and procedures

Dianne Durkin, President and CEO of Loyalty Factor, is a nationally known keynote speaker and author of The Loyalty Factor: Building Employee, Customer and Brand Loyalty, and The Power of Magnetic Leadership: It’s Time to Get R.E.A.L. Dianne has presented content-dense keynotes on topics including talent management, the change process, leadership, corporate cultures, and employee engagement. With over 25 years of experience in training and development, finance, direct sales and international marketing, Durkin is continually sought after to lead companies into new markets and directions, handle organizational restructures, and set up programs that will build lasting commitments with employees and customers. Durkin has been featured in the New York Times, Wall Street Journal, Fortune, USA Today, Investor’s Business Daily, the Boston Globe, among numerous other publications. She was also the subject of a cover story in Learning and Training Magazine and she appeared on National Public Radio and Bloomberg Television and Radio. Her writing has appeared in Master Salesmanship, Potentials, New Hampshire Business Review, and other business publications.

2:25 pm      Afternoon Keynote - "Disrupt Yourself: Steps to Achieve Mastery & Success"  

Presented by Vala Afshar, Chief Digital Evangelist, Salesforce.com

  • Chief Digital Evangelist at Salesforce
  • Prior role: CMO, Chief Customer Officer and VP of Engineering at Enterasys/Extreme
  • Weekly columnist for Huffington Post - 250+ articles
  • Author of Pursuit of Social Business Excellence - CRM deployment in the enterprise
  • Co-host of a weekly thought leadership show called DisrupTV with Ray Wang- interview Fortune 1000 CXO, startup founders, venture capitalists and tech and media analysts
  • 2017 Forbes: most influential business leader for CIOs and CMOs on Twitter - approaching 200,000 followers on Twitter, his account produces 2 million impressions per day
  • 2017 Patent recipient for social Internet of Things communication platform in customer service which he invented in 2011



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