Executive Interviews

Our exclusive interviews cover a broad range of topics from operations to CXsolutions. Industry executives offer frank and honest discussions, providing insights into successful operations and best practices. Every interview gets inside the mind of a leader who has the power to make changes in the industry. Gain a better perspective of customer interactions, marketing, sales operations -and the industry in general.

Professional management discusses the current economic and sales environment and major challenges that face modern service centers. Use the experience and knowledge of these industry leaders to guide your company strategy. See how they are implementing the best new software solutions. What tools are they using? What market sectors are they focusing on? Find the answers to these questions and much more…

  • Megan Neale, COO, Co-Founder and Roger Beadle, CEO, Co-Founder
    — Presented By: Limitless

    Limitless An Innovative Crowdsourcing Platform that Goes Beyond the Boundaries of Traditional Contact Centers   Megan Neale, COO, Co Founder         Roger Beadle, CEO Co Founder   Limitless   Remember the 2011 science fiction thriller Limitless? It told the story of a

  • Rob Lamoureux, Senior Director, Global Customer Advocacy
    — Presented By: Verint® Systems

    The Impact Awards recognize individuals who positively impact the experience of their organizations’ customers. These awards showcase professionals who have successfully led customer experience initiatives that make a profound impact on their organization and its customer or the CX industry.

  • Jay Rosenblatt, Chief Executive Officer, Speech Analytics
    — Presented By: CallFinder

    In our 30 years of experience with clients in the SMB space, we’ve learned the challenges they face in recording agent-customer interactions, most notably a lack of internal resources to listen to and manually evaluate these conversations.

  • Laura Bassett, Senior Director Product Marketing
    — Presented By: NICE inContact

    Survey Says…Businesses Don’t Always Know How Effective a CX They Provide In a conversation at the 2019 ICMI Contact Center Expo, Laura Bassett, Senior Director Product Marketing at NICE inContact, discussed the ramifications of a global study conducted by the

  • Anand Janefalkar, CEO
    — Presented By: UJET

    While UJET was founded on a simple premise, it is one that continues to gain traction in a world where customer support is more closely tied to a business’ brand and reputation than ever before. The guiding principle of the

  • Brad Birnbaum, CEO & Founder
    — Presented By: Kustomer

    As an innovator and pioneer who has spent more than 20 years developing disruptive enterprise technologies and building solutions for customer service and support, Brad Birnbaum’s aim hasn’t been to simply keep pace with the changes driving the industry, but

  • Joe Gagnon, CEO
    — Presented By: Sparkcentral

    Endurance Athlete Goes Beyond the Extra Mile to Take His Company Across the Finish Line   Joe Gagnon, CEO Sparkcentral Which do you think would be the greater challenge? To run six marathons over six days on six continents, personally

  • Ryan Hollenbeck, Senior Vice President, Global Marketing Customer Experience Program
    — Presented By: Verint® Systems

    To what do you attribute Verint’s strong performance? We have an amazing global team here at Verint, rich in diversity and talent.  We are all truly focused on our customers and how they can continue to extract value from

  • Gillian Heltai, SVP, Client Services
    — Presented By: Talkdesk

    What do businesses need to do to adapt their contact centers to the evolving needs of both customers and front-line teams as well? One of the first things that a business should do to adapt their contact

  • Hardy Myers, CEO
    — Presented By: DVSAnalytics

    How have workforce optimization and workforce management solutions evolved over the past several years and how are they being used to make an even more positive impact  on contact center performance?   On the WFO side, the development of eCoaching courses

  • Linda Crawford, CEO
    — Presented By: Helpshift

    Helpshift CEO Sees the Future of AI Dominated Service Taking off With Launch of New Airline   Perhaps you’ve heard that a new next gen airline is preparing to take its place in the American skies in 2021. JetBlue founder

  • Riley Clegg, VP of Sales
    — Presented By: StataPile

    StataPile Employs AI to Analyze Every Call and Determine How Well Agents Follow Procedures   The song reflects a simple philosophy, but the lyrics have endured since Johnny Mercer first sang them over 70 years ago (and countless other artists since)

  • Mercer Rowe, Senior Vice President and General Manager of Cloud Services
    — Presented By: Avaya

    Ever since it was spun off as a separate company from ATT spinoff Lucent Technologies in 2000, Avaya has been a household word in the contact center space. The 2001 introduction of the Avaya Interaction Center for customer relationship management

  • Liam Ryan, Sales Director
    — Presented By: Creative Virtual

    What proven benefits have companies been deriving from deploying intelligent virtual agent technology across a broad spectrum of communication channels? Companies are seeing all of the usual benefits that you’ve heard associated with intelligent virtual agent technology for years –

  • Peter Horst, Founder
    — Presented By: CMO Inc.

    Take a Stand or Play It Safe? Brands Seek the Right Response to Highly Charged Political Issues It used to be relatively easy for brands to employ shared values to tug at the heartstrings of consumers. General Motors touted “baseball,

  • Jason Lee, CEO
    — Presented By: DailyPay

    Jason Lee, CEO,DailyPay No matter what the prevailing condition of the economy, contact center operations have always   struggled to recruit, retain, and engage employees. When you add in a tight labor market with a 4% unemployment rate and a flat

  • Sergio Restrepo, Vice President, Global Digital Marketing Services
    — Presented By: Lionbridge Technologies

    CRMXchange Q&A   How to Integrate Cultural Awareness into Your Digital Strategy Answers provided by Sergio Restrepo, Vice President, Global Digital Marketing Services, Lionbridge   Q Why is it important for brands to be culturally sensitive when building their digital

  • Executive Interview
    — Presented By: Aspect

    In what ways do modern IVRs enable consumers to get things done the way they want, using technology that makes each interaction a more “human” experience?  A more human IVR can be one that sounds like a human would, as

  • Cameron Weeks, CEO
    — Presented By: Sharpen

    What do you consider to be the greatest obstacles today’s contact center agents need to overcome to provide better service? Agents have told us that some of their largest pains stem from the complexity of the tools they’re forced

  • Dan Burkland, President
    — Presented By: Five9

    How are new technologies helping to define customer expectations?   There is an increase in data analytics usage across all areas of business—customer service included. When contact center agents are empowered with analytics tools such as viewing a customer’s past purchase

  • Tim Critchley, CEO
    — Presented By: Semafone

    Everyone has heard stories about breaches in customer data, such as the recent one at Equifax. What are the some of the most common types of cyber attacks and what steps can businesses take to prevent them? Some of the most

  • Christine Landry, Group Chief Executive - Consumer & Industrials Sector
    — Presented By: Conduent

    Helping Businesses Find the Best Path to Personalization. Over the past year, Conduent has been in the process of establishing a new identity as it transitions from being a company with universal recognition 

  • Mike Murphy, CEO, USA
    — Presented By: Creative Virtual

    As more customers start their support journeys online and take advantage of self service options, does that translate into a declining need for live agents?   In the traditional sense of “live agent” (phone agents), yes.

  • Wes Hayden, CEO
    — Presented By: VHT

    Given the rapidly shifting technological landscape of the contact center space, there’s an ever-decreasing timeline between a development being thought of as a trend and a necessity.

  • Doron Dovrat, CEO
    — Presented By: Tikal Networks

    Tikal Networks is an Israeli-based vendor of omnichannel customer interaction solutions.

  • Clint Poole, Senior Vice President and Chief Marketing Officer
    — Presented By: Lionbridge Technologies

    While people communicate in a vast array of different languages, consumers all over the world have some common expectations.

  • Dana Brownlee, founder
    — Presented By: Professionalism Matters

    If you’re like me, you’ve had more than your share of horrible customer service experiences leaving you scratching your head in frustration...

  • Kim Williams, COO
    — Presented By: SaviLinx

    It’s no surprise that contact centers are moving toward the work-from-home model.

  • Dan Gordon, SVP, Strategy and Development
    — Presented By: West

    Nurturing better customer experiences and building a stronger brand reputation all comes down to providing more visibility across the customer experience lifecycle.

  • Richard Snow, VP & Research Director, Customer and Contact Center Research
    — Presented By: Ventana

    Our research shows us that companies on average support 8 channels of engagement. In addition, interactions are handled by virtually all business groups within an organization.

  • Patrick Gallagher, Managing Director ANZ & North Asia
    — Presented By: Creative Virtual

    Over the past three decades, companies have invested millions in their contact centers, offering support to their customers that call to purchase, enquire, complain, apply or just need assistance.

  • RG Conlee, Chief Innovation Officer
    — Presented By: Xerox

    We’ve heard it over and over: people are constantly bombarded by a non-stop flow of messages on every imaginable media.

  • Ryan Hollenbeck, Senior Vice President, Global Marketing
    — Presented By: Verint® Systems

    Verint solutions were recognized for industry leadership in enterprise workforce optimization, engagement management and customer analytics.

  • Robert A. Kobek, President
    — Presented By: CustomerCount

    The mission of all contact centers, BPO or enterprise, is actually driving the broadening range of services through incredible technology innovations.

  • Aviad Abiri, Vice President Portfolio Sales Enablement
    — Presented By: NICE

    Industry Veteran Drives Business Development by Helping Salespeople Put the Right Pieces Together.

  • Jim Freeze, CMO
    — Presented By: Aspect

    Freeze sees the decision to restructure debt as part of the transition from being a CapEx company to a cloud provider. “It’s a strategy that assures continuity to our customers and enhances our capacity to compete over the long-term by continuing to accelerate investments in our product and service capabilities.”

  • Vasili Triant, CEO
    — Presented By: LiveOps Cloud

    While organizations all over the world have made 7-figure investments in their contact centers over the past ten years, most businesses still do not have the right solution in place to address the ever-increasing global demand for 24/7 customer response.

  • Sanjay Nambiar, Senior Director and Global Product Head, AssistEdge at EdgeVerve Systems, an Infosys subsidiary
    — Presented By: EdgeVerve Systems

    Customers want best-of-breed experience irrespective of the time and channel. Innovative automations and machine learning algorithms will fuel this experience.

  • Mariann McDonagh, President
    — Presented By: McDonagh Growth Associates

    Throughout her distinguished marketing career in technology organizations, the key to Mariann McDonagh’s ability to impact the bottom-line performance was maintaining agility in all circumstances.

  • James Pipkins, President
    — Presented By: Pipkins, Inc.

    In the ever- evolving world of contact center technology—particularly in the ultra-competitive workforce management space—only the strong survive.

  • Dan Gregory, Impossible Institute CEO
    — Presented By: The Impossible Institute

    Behavioral Strategists Believe Recognizing that People are ‘Selfish, Scared and Stupid’ Can Be the First Step to Improving Performance.

  • Alok Kulkarni, Cyara CEO and Co-Founder
    — Presented By: Cyara

    The Cyara platform assumes the role of a virtual customer placing actual interactions into the enterprise.