Facilitators

Gary Blatcher

Gary Blatcher

Group Director of Customer Experience, A2Dominion Group

My role and background is Customer and People Experience strategy, engagement and execution, across both Global and Domestic Organisations, with diverse customer and employee portfolios. My focus and inspiration is developing high performing/extraordinary team thinking, capabilities and outcomes to deliver long term, sustainable, growth.

Simon Dillsworth

Simon Dillsworth

Executive Vice President Business Development UK & IRE, Praxidia – A Teleperformance Company

J. Richard J. Garrett

J. Richard J. Garrett

Director, Solutions Consulting – EMEA & APAC, Jacada Europe Ltd

Tobias Goebel

Tobias Goebel

Senior Director, Emerging Technologies, Aspect

Tobias is Senior Director, Emerging Technologies at Aspect. He has over 14 years of experience in customer care technology and the contact center industry with roles spanning engineering,

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Rodney Hassard

Rodney Hassard

Global Director of Solution Strategy, Self-Service, Genesys

Rodney is the Global Director of Product Management for Self-Service and Automation at Genesys. He has over 13 years of experience in self-service application design

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Lauren Kindzierski

Lauren Kindzierski

Vice President of Solutions & Capabilities, HGS

Lauren Kindzierski holds the role of Vice President of Solutions & Capabilities at HGS. Lauren plays a significant part in innovating new and existing solution offerings at HGS by leveraging technologies such as – social, mobile, video, sms, automation, and analytics – to keep her company up-to-date with the latest market trends and demand.

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Richard McCrossan

Richard McCrossan

Digital Practice Lead, Genesys

Richard joined Genesys in 2007 as a self-service specialist and formed part of the team that created the Intelligent Customer Front Door (iCFD)

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Robert McDougall

Robert McDougall

Strategic Vision and Operations, Upstream Works Software

Rob is an accomplished contact centre 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.

Stefan Osthaus

Stefan Osthaus

Founder and Managing Director, experience5 GmbH

Stefan has been a leader in Fortune 500 companies for more than 15 years. He has held global responsibility for the customer experience of 120 million customers as well as the employee experience of tens of thousands of employees. He has also led Support Organizations with thousands of agents in contact centers around the globe.

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Brent Stevenson

Brent Stevenson

Senior Vice President of Sales & Marketing, 24-7 Intouch

As Senior Vice President of Sales and Marketing, Brent ensures all potential and current clients are offered the best solutions and quality of service to meet both their current and future needs.

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