Speakers

The best and brightest from the customer experience community and beyond.

Image of Alvina Antar

Alvina Antar, ‘The Subscription Economy CIO’, joined as Zuora’s first ever CIO in 2014. Alvina enables digital enterprises to thrive in the Subscription Economy, the most disruptive business model shift in the century.

Alvina Antar

CIO, Zuora

Image of Paul Chapman

Paul Chapman is Chief Information Officer at Box, one of the fastest growing enterprise software companies that has been adopted by nearly 70% of the Fortune 500. Paul is responsible for leading the company’s global information technology strategy and cyber risk practice to deliver trust to customers.

Paul Chapman

Chief Information Officer, Box

Image of Brady Stewart

Brady is Senior Vice President, Americas Digital.  She is responsible for the region’s owned and wholesale ecommerce businesses, digital marketing + content, omnichannel/innovation execution, partnerships, and analytics.  Brady has also served as a Vice President of Levi’s® Brand Development and has held merchandising leadership roles.

Brady Stewart

Senior Vice President, Americas Digital, Levi Strauss & Co.

Image of Omar Johnson

Omar Johnson is a marketing and branding keynote speaker, entrepreneur, former CMO at Beats by Dre, and former VP Marketing at Apple.

Omar Johnson

Former CMO, Beats by Dre and Former VP of Marketing, Apple

Image of Pierre Lazarus

Pierre Lazarus has been integral in developing, deploying, and maintaining global support programs for companies such as Netflix, SurveyMonkey, and Uber. He collaborates with operational teams to continuously improve the customer experience via process, content, and tech changes.  

Pierre Lazarus

Global External Tools Program Manager, Uber

Image of Stephen Franchetti

Stephen brings more than 15 years of IT experience to Slack as the VP of Information Technology. He oversees all aspects of the company’s Information Technology including, business applications, data & analytics, IT service management, and all core IT services.

Stephen Franchetti

Head of Information Technology, Slack

Image of Maxwell Luthy

Maxwell is the head of TrendWatching’s North America office and an accomplished keynote speaker who delivers trend presentations at conferences around the world.

Maxwell Luthy

Director of Trends & Insights, TrendWatching

Image of Cleo Wade

Cleo Wade is an artist, poet, and author of the book Heart Talk: Poetic Wisdom For a Better Life. She creates uplifting messages, blending simplicity with positivity and arresting honesty.

Cleo Wade

Poet, Artist, and Author

Image of Kalpana Chandrasekhar

Kalpana has experience in strategy and operations, has directly managed global teams (80+), and has worked with large cross-functional teams. After a few years at American Express, she joined SurveyMonkey to launch and build out the operations for their first enterprise product (SurveyMonkey Audience). She now leads the Customer Experience team at HotelTonight.

Kalpana Chandrasekhar

VP, Customer Experience, HotelTonight

Image of Jenny Dempsey

Jenny is an experienced customer service manager with a demonstrated history of working in the telecommunications industry. She is skilled in customer service support and leadership, has strong social media and communication knowledge, and is also an Integrative Nutrition Health Coach.

Jenny Dempsey

Social Media & Customer Experience Leader

Image of Will Allen

Will Allen is a Senior Director at Adobe where he leads Community Products, including Behance, Adobe Portfolio, Adobe Talent, and 99U. Millions of people across the globe use Behance and Adobe Portfolio every month to showcase and discover creative work.

Will Allen

Senior Director, Behance, 99U, Adobe Portfolio, Adobe

Image of InaMarie Johnson

Johnson is Chief People Officer at Zendesk. In this role, she supports the company’s broad business objectives and sets strategic direction for people and culture to drive innovation and growth.

InaMarie Johnson

Chief People Officer, Zendesk

Image of Elena Gomez

As chief financial officer of Zendesk, Elena Gomez brings an unparalleled knowledge of the SaaS business model and a proven ability to build teams. Throughout her two-decade career in finance at Fortune 500 companies including Visa and Charles Schwab, Elena has built a track record of strategic financial leadership.

Elena Gomez

CFO, Zendesk

Image of Tom Keiser

Tom Keiser has served as Zendesk’s Chief Operating Officer since August 2017, and served as Chief Information Officer from May 2016 to August 2017. Prior to Zendesk, Mr. Keiser served as Executive Vice President of Global Product Operations at The Gap, Inc., an apparel company, where he also served as Chief Information Officer.

Tom Keiser

COO, Zendesk

Image of Stephanie Dorman

As SVP Client Services at Mediaocean, Stephanie Dorman oversees global customer support, knowledge and project services, and focuses on providing a superior level of service to Mediaocean clients across all products and services. Stephanie’s deep experience  encompasses every aspect of business management and customer support.

Stephanie Dorman

SVP, Client Services, Mediaocean

Image of Abdullah Khan

Abdullah Khan is a CX leader at fuboTV with 15+ years of global experience in successfully standing-up, transforming and leading customer support operations at Fortune 500 organizations (Echostar, DISH & WU) and at startups organizations (Sling TV & fuboTV).

Abdullah Khan

Director, Customer Care, fuboTV

Image of Naveen Zutshi

In his role as CIO, Naveen Zutshi is responsible for Palo Alto Network’s Information technology solutions, driving a comprehensive strategy for information technology that will help scale the company rapidly, deliver on innovative solutions globally, and build a world class IT organization.

Naveen Zutshi

SVP, CIO, Palo Alto Networks

Image of Mindy Kaling

Mindy Kaling is an actor, writer, producer, and director. She currently stars in the Hulu original comedy series The Mindy Project, which she also writes and executive produces.

Mindy Kaling

Actor, Writer, Producer, Director

Image of Chris Sherland

Chris Sherland has been in the SaaS industry for over 20 years, primarily in the video game vertical working most notably for The LEGO Group, NCSOFT and Wargaming. Joining Ibotta in 2017 Chris brings his experience to the vibrant and fast-paced mobile shopping space as the Director for Ibotta Care, Ibotta’s customer service team.

Chris Sherland

Care Director, Ibotta

Image of Sam Boonin

Sam Boonin is the vp of product strategy at Zendesk, where he helps to craft the company’s long-term product and platform strategy, and oversees cross-product portfolio including developer platform, shared services, and pricing & packaging.

Sam Boonin

VP, Platform and Product Strategy, Zendesk

Image of Sarah Reed

When she’s not packing suitcases or unpacking boxes, Sarah Stealey Reed guides the content for Zendesk’s events. Before grabbing the Relate helm, Sarah ran contact centers and customer service teams around the world.

Sarah Reed

Sr. Director of Events, Zendesk

Image of Sam Goff

Sam Goff serves as Guest Services Manager at Magnolia, where he ensures his team and guests feel right at home. From 2015 to today, Sam has watched Magnolia experience rapid growth in popularity, employees and, you guessed it, tickets!

Sam Goff

Guest Services Manager, Magnolia

Image of David Williams

David Williams is the general manager for Zendesk’s flagship customer service software product. Zendesk Support is a beautifully simple system for tracking, prioritizing, and solving customer support tickets.

David Williams

VP and GM, Zendesk

Image of Scott Arrieta

Scott Arrieta is the Director of Client Experience for Stitch Fix – a personalized shopping service that is reinventing the shopping experience by delivering one-to-one personalization to clients through the combination of data science and expert stylists.

Scott Arrieta

Director, Client Experience, Stitch Fix

Image of Ryan Nichols

Ryan Nichols is the VP of Product and Marketing for Base CRM at Zendesk, helping sales and service teams collaborate for a better customer experience. Previously, Ryan was the General Manager of Zendesk Talk, Zendesk Chat, and the Zendesk Suite.

Ryan Nichols

VP, Product and Marketing, Base at Zendesk

Image of Leor Lapid

Leor is Co-Founder & CEO of Dorm Room Movers, a national provider of moving and storage services for college and boarding school students. Since founding in 2007 he has led the strategy and focus of the company as it scaled from two schools to over two hundred, acquiring multiple competitors along the way.

Leor Lapid

Co-Founder & CEO, Dorm Room Movers

Image of Justine Matison

Justine Matison has more than 15 years of experience building customer facing teams at small and large companies like Lever, Practice Fusion, and AIG. She is passionate about people, professional development, and building inclusive and diverse teams so everyone can thrive.

Justine Matison

Director of Customer Service and Support, Lever

Image of Dustin Swayne

During his time as Deputy Commissioner, Swayne has been an innovator, devising solutions that have created a more efficient and effective government. He co-developed the OneTouch Business management process, which streamlined processes, improved the customer’s experience, and combined measured outcomes for continuous improvement.

Dustin Swayne

Deputy Commissioner, State of Tennessee

Image of Jeff Titterton

Jeff currently leads Zendesk’s marketing organization. He brings 18 years of experience leading marketing, product marketing, and conversion and retention optimization from early-stage startups to enterprise companies.

Jeff Titterton

Chief Marketing Officer, Zendesk

Image of Tiffany Apcyznski

Tiffany Apczynski is vice president of public policy and social impact at Zendesk and the executive director of the Zendesk Neighbor Foundation. She joined the company in 2010 as one of the company’s earliest hires.

Tiffany Apcyznski

VP, Social Impact and Public Policy, Zendesk

Image of Brent Pliskow
Brent leads both the Support Engineering and Global Support Logistics teams as part of Box’s global User Services organization. With the customer experience top of mind, Brent ensures that Box’s customers receive world-class support with minimal interruption to a customer’s business operations. 

Brent Pliskow

Senior Manager, User Services, Box

Image of Ben Chapman

Ben has been at the helm of an exponential expansion and adoption of tools and workflows aimed to ultimately improve customer satisfaction at Homebridge and REMN Wholesale.  He oversees external customer sites, internal operations and customer service helpdesks.  Zendesk has played an integral role to achieving measurable success.

Ben Chapman

Director of CX and Analytics, Homebridge

Image of Kristen Durham

Kristen Durham is Director for the Office of the CEO at Zendesk, where she keeps the CEO on task and also leads strategic initiatives around startups and customer engagement within the company. Prior to joining Zendesk in 2016, she worked for Silicon Valley Bank building their VC and technology company banking practices in Latin America, China, and other emerging markets.

Kristen Durham

Chief of Staff, Zendesk

Image of Daniel Santrella

Daniel Santrella is Director of Customer Engagement at Reverb.com, the leading online marketplace dedicated to buying and selling music gear. In his position, Daniel leads a team of 40+ customer engagement representatives (all musicians) who connect with thousands of music-lovers across the globe every day.

Daniel Santrella

Director, Customer Engagement, Reverb.com

Image of Justin Huskamp

Justin Huskamp leads Product Marketing for Zendesk Connect, and spends his time thinking about how brands and consumers can benefit from relevant proactive messaging. Prior to Zendesk, Justin has held product marketing roles at advertising and analytics companies including Google and IBM.

Justin Huskamp

Lead Product Marketing Manager - Connect, Zendesk

Image of Khalida Ali

Khalida Ali is passionate about equity and advocacy. In her current role she serves as the Senior Manager, Diversity & Inclusion at Zendesk. In this role she’s responsible for working across and throughout the organization to build and foster a spirit of community that allows all individuals the chance and ability to thrive.

Khalida Ali

Senior Manager, Diversity & Inclusion, Zendesk

Image of Kayla Schmidt

Kayla Schmidt leads efforts for the support agent community. Starting at Zendesk as a Tier 1 support agent and eventually running the award-winning Zendesk Snapchat channel, she now works to create content and events to help today’s support agents become the support leaders of tomorrow.

Kayla Schmidt

Agent Initiatives Associate, Zendesk

Image of James Robbins

James started his career in the CX industry in 2017 as a customer support associate for Pressbox. Now operating under Tide Cleaners, James leads the CX team of the largest locker-based dry cleaner and laundry service in the country. He has quickly, yet deservingly, rose through the ranks to become their first director of customer support.

James Robbins

Director, Customer Support, Tide Cleaners

Image of Steven Yan

Nine years ago, as an early product manager, he oversaw the expansion of Zendesk’s developer platform, mobile app development, and integration with major SaaS partners. Prior to Zendesk, Steven spent seven years at Trend Micro as a software engineer building enterprise messaging security products.

Steven Yan

VP and GM, Connect and Outbound, Zendesk

Image of Solu Nwanze

Solu currently heads up the Business Operations organization at Zendesk. She’s also a trained executive and leadership coach, focused on guiding emerging leaders and seasoned executives through self-discovery and personal transformation to expand their impact to themselves and others.

Solu Nwanze

Director Business Operations, Zendesk & Executive Coach

Image of Sean Rivers

As the Director of Operations Technology for Republic Wireless Sean has deployed customer-centered technology solutions to solve problems since its inception. Republic Wireless is now one of the most innovative, and customer loved cellular companies in the US.

Sean Rivers

Director, Operations Technology, Republic Wireless

Image of Todd Lienart

As a Director on the Zendesk Corporate Social Responsibility team, Todd is responsible for working with Zendesk employees, partners, customers, and non-profit partnerships to find opportunities to engage together to give back to communities and charities that support Zendesk’s business goals.

Todd Lienart

Director, Corporate Social Responsibility, Zendesk

Image of Katie Duck

Katie started her career in the service industry bartending and making coffee. At Zendesk, she’s gone from front desk coordinator to customer advocate, and now supports customers as a Technical Support Engineer.

Katie Duck

Technical Support Engineer, Zendesk

Image of Andrew Reback

Andrew Reback is the Senior Director of Product for Zendesk Support. He has spent his career delivering customer-wowing business apps, and is driven by a desire to translate complex business processes into elegant, easy-to-understand solutions.

Andrew Reback

Senior Director, Product Management, Zendesk

Image of Toke Nygaard
Toke Nygaard has served as Zendesk’s Chief Creative Officer since November 2011. From January 2002 to September 2011, Mr. Nygaard was the Founder and Creative Director at Cuban Council, a digital design company.

Toke Nygaard

Chief Creative Officer, Zendesk

Image of Brandon Savage

Brandon leads Box’s North America User Services organization, which delivers a broad range of scaled, technical and high-touch support services that ensure customer success for Box’s diverse customer base. Previously, as Director of Product Management at Box, Brandon led teams and technology innovations in Box’s flagship web and desktop products and led product strategy for Box for Industries through massive company and business growth and Box’s 2015 IPO.

Brandon Savage

Sr. Director, User Services, Box

Image of Dave Dyson

Dave Dyson is a Senior Customer Service Evangelist at Zendesk’s headquarters in San Francisco. He brings the best-practice lessons he’s learned to the wider world, writing articles and best-practice guides and presenting at Zendesk and other events around the world.

Dave Dyson

Sr. Customer Service Evangelist, Zendesk

Image of Lisa Kant

Lisa Kant leads Product Marketing for Zendesk’s Platform, Solutions and Analytics products, having recently joined the team this past year. Her team is focused on helping customers understand the value of Zendesk’s cross-product solutions so they can deliver the best customer experiences possible.

Lisa Kant

Director, Platform Product Marketing, Zendesk

Image of Vasu Prathipati

Vasu Prathipati is the CEO and co-founder of MaestroQA, the leading customer service quality assurance, coaching, and conversation analytics platform. In his free time, he loves to play soccer, basketball, and tennis and considers himself very tan.

Vasu Prathipati

CEO & Co-Founder, MaestroQA

Image of Erin Hampe

Erin Hampe joined Zendesk as a Customer Advocate where she grew her firsthand experience with the joys and challenges of working in Support. Now an Advocacy Manager, Erin is passionate about the growing importance of Support, the evolution of customer experience, and looking at cute dogs on the internet.

Erin Hampe

Manager, Advocacy, Zendesk

Image of Rick Nucci

Rick Nucci is the co-founder & CEO of Guru, which empowers revenue teams with the knowledge they need when they need it. Rick is a featured speaker at industry events about enterprise software, machine learning, and the future of work.

Rick Nucci

Co-founder and CEO, Guru

Image of Doug Hanna

Douglas Hanna is the VP of Operations at Zendesk, where he leads the company’s business operations and strategy teams, as well as a broader set of of initiatives focused on helping Zendesk operationalize its goals, objectives, and priorities.

Doug Hanna

VP, Operations, Zendesk

Image of Emily Vince

Emily Vince is product marketing manager at Zendesk, focusing on the Zendesk Talk and Omnichannel products. In her role, she works closely with product teams to develop innovative products and features that help companies deliver better customer experiences.

Emily Vince

Product Marketing Manager, Talk, Zendesk

Image of Greg Dreyfus

Greg is responsible for leading the growth of the Zendesk Platform, focused on helping our customers achieve their strategic business needs by taking advantage of the Zendesk Platform.

Greg Dreyfus

Platform Architects Manager, Zendesk

Image of Joe Abbott

Joe Abbott is the Product Marketing Manager for the Zendesk Platform. Before Zendesk, Joe spent three years at ThoughtSpot, a AI-driven data analytics startup, leading technical product marketing and sales analytics initiatives.

Joe Abbott

Product Marketing Manager, Platform, Zendesk

Image of Pedro Muller

Pedro started his career at Zendesk. Since joining the company in 2013, he has played many roles in the development of the Latin American market. In his new challenge as Startup Initiatives Manager, Pedro is currently scaling Zendesk for Startups Program, Zendesk Incubator at Station F in Paris, and developing a relationship program with Venture Capital firm, Accelerators and Incubators.

Pedro Muller

Startup Initiatives Manager, Zendesk

Image of Steve Hollinger

Steve joined Zendesk as a software engineer in 2015. He has 10 years of experience developing and leading a team on many types of projects including data communications and persistence systems, web applications, and websites.

Steve Hollinger

Team Lead, Software Engineering, Zendesk

Image of Sean Ingram

As a supervisor for the Happy Experience Team at BarkBox, Sean’s primary focus is to guide and mentor fellow dog-obssessed individuals to grow in their career and feel empowered to provide long-lasting and personal connections with pup parents everywhere! He also enjoys spending time with his pup Sakay the Shiba who, besides being heckin’ handsome, is the sworn protector of his two (human) siblings Ari and Obi.

Sean Ingram

Happy Team Supervisor, BarkBox

Image of Brian Harris

Brian is the Director of Customer Advocacy in AMER and has been at Zendesk for 3 years. He is passionate on finding ways to drive growth and engage employees through metrics.

Brian Harris

Director of Customer Advocacy, Zendesk

Image of Erica Wass

Erica Wass is the Director of Product for the Zendesk Platform. Originally from the East Coast of the U.S., Erica is now based in Melbourne, Australia. She joined Zendesk 3 years ago as the Product Manager for the Web Widget.

Erica Wass

Director of Product Management, Zendesk

Image of Nicholas Schott

Nicholas is a supervisor for the Happy Experience Team at BarkBox. Over the past years, his focus has been finding the right technology to help dog-obsessed Happy agents optimize their delivery of magic for pups and their pup parents. His pup, Batman, was recently voted the goodest boy in the world (by him).

Nicholas Schott

Happy Team Sr. Supervisor, BarkBox

Image of Paul Parker

Paul is currently Director of IT at Compass, one of the top 10 fastest growing tech companies in the world. Prior to Compass, Paul managed internal technology, engineering, and support for companies such as HBO, Warner Bros., Turner, and J.Crew.

Paul Parker

Director of IT, Compass

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