Meet Our Speakers



Keynote Speaker
Loyalty and Brand Expert | Former Head of Digital for the Virgin Group

Why Should I Love You?
Creating Enduring Loyalty In A Connected World.

How do you get new customers, and more importantly, how do you create LOYAL customers who come back often and feel compelled to spread the word about what you do? Ultimately, how do you get people to LOVE your brand?


Guest Speaker
VP, Principal Analyst Serving Application Development & Delivery Professionals

How the Changing Nature of Contact Center Work Can Impact You + 2021 Early Predictions

Rapid technology innovations are one of the key factors that have changed the way customers expect service today. Automation and AI may help take care of the easy tasks, but are you aware that they may not actually save you money? It’s important to remember that the telephone still remains the primary choice for escalations, putting more and more stress on agents. What is the best way to not only ensure you hire the right agents, but also support their needs? Kate will share recommendations and research from collaborating with hundreds of Contact Center leaders across the globe. Plus, you’ll get a sneak peek into Kate’s 2021 customer service predictions!