- Customer experience expert, author, educator. As Principal of Del Mar Research he guides companies to making successful customer experience decisions as advisor, keynote speaker and educator, leading courses, training seminars and workshops. Jeofrey authored two customer experience books of leadership. The latest is Customer Experience Rules! 52 best practices of CX leaders. His first book The Customer Experience Revolution: How Companies like Apple, Amazon, and Starbucks Have Changed Business Forever, with Sean Van Tyne, is a best-selling customer experience book. Jeofrey is Professor of Internet Marketing and Customer Experience Strategies at UC San Diego. His courses include Internet Marketing Strategies, The Customer Experience and The Customer Experience 2 day executive workshop. He has been recognized for his customer experience work as a guest speaker at venues including the J.D. Power and Associates Excellence Awards Summit and on John Hockenberry’s “The TakeAway” radio show on National Public Radio.
, Director of Strategy for Alta’s Care Service Line, is focused on innovation. He relies on strong strategic thinking skills and a passion for customer experience to analyze industry trends, articulate future client needs and implement best practices. John helps clients navigate tricky questions such as, “Which channels should I be supporting,” “How can I provide world class customer care on social media,” and “How can I leverage Artificial Intelligence to better capture the voice of the customer?” John grew up in Wisconsin, studied Economics at Northwestern University and in 2016 earned his MBA from Harvard Business School. With previous experience in corporate strategy, operations and analysis, John has developed a wide array of skills and knowledge. He is uniquely qualified to help guide Alta Resources as it moves forward and continues to grow in the world of business process outsourcing. Outside of work, John is always looking for the next challenge. An adventure enthusiast, he has climbed Mt. Fuji, completed a three-day, 250-mile bike ride through Connecticut, and dove the Great Barrier Reef.
currently serves as a Customer Solutions Manager at Delta Faucet Company, putting to use his experience in accounting, finance, international business, employer branding and customer service. Nathan is a graduate of Indiana University-Bloomington, Kelley School of Business, and received his MBA from Butler University; he is currently a board member for SOCAP-Indiana Chapter. An Army National Guard veteran, he served a tour of duty in Kuwait and Iraq in 2003. Nathan is married with two small children, and enjoys watching IU basketball and listening to 70s & 80s rock music in his spare time. He also loves to eat Michigan blueberries.
is a Partner in McKinsey & Company's Service Operations practice with specific expertise in contact center operations. He has led large scale transformations across customer journeys, natural language IVR self-service, front-line revenue growth (service-to-solutions), and cost capture. Eric serves clients across industries including Cable/Telecom, Banking, Industrial Supply, Medical Tech, and Public Sector Healthcare.
Titus Capilnean is the Director of Marketing at DigitalGenius— leading venture backed artificial intelligence company, transforming customer service and brand communications. He is focused on creating a growth framework to enable more growing companies and well established enterprises to adopt practical applications of deep learning and artificial intelligence in customer service operations.
Titus is passionate about entrepreneurship and customer service, having started 5 businesses so far - both in Romania and abroad and having worked with customer service teams in small and large organizations. He has a background in social media, marketing and business development, having led successful campaigns for over 40 brands from AI, Financial Services, Travel & Tourism, FMCG, Retail, Telecom, Technology & Industrial, both in client and agency positions. He holds an Executive MBA degree from Hult International Business School and the Stanford Machine Learning Certification.
, aka “The Robot,” is director of technology at Sparks Grove, helping grow the world’s largest brands. His brain lives at the intersection of marketing, data and technology, so much so that his ability to perform basic life functions often eludes him. He and his team research, design and develop analytics solutions and products in the fields of cognitive services, information retrieval, social network analysis and text mining.
began her career in the non-profit sector with United Way in 1999. In 2006, Stefanie joined T. Marzetti Company to lead the digital markeing efforts. In 2012, after a restructure of the consumer services department, it was integrated with our brand management team and Stefanie was asked to lead the consumer services efforts into the future. Stefanie has been involved with SOCAP for almost 3 years and has been active with the Ohio Chapter for nearly 2 years.
has served various leadership roles for more than 12 years at JetBlue across finance, commercial, IT and now customer support. He currently has the pleasure of overseeing the world class teams of the Customer Commitment (including Customer Recovery and Social Media), TrueBlue, Customer Insights and Budgets in the Salt Lake Support Center of JetBlue. Danny has a bachelor degree in accounting. He and his wife are the parents of 5 children.
is a contact center and customer care operational expert. She has spent the last twenty-five years “sleeves rolled up” leading improvements in contact centers and consumer affairs within large multi-national companies in the direct selling, logistics, travel, and telecommunications industries. During this time, she optimized customer support operations to gain outstanding results by: Lowering the cost per call from $5.69 to $2.92 within a thousand-seat contact center operation; Increasing the average revenue per call by 19% within a 90 day period; Improving customer and employee experience by 37% year on year Additionally, Michele has valuable experience helping organizations to select and manage the right third party IT and outsource call center partner. She establishes systems and processes to deliver the revenue assurance targets associated with third party partnerships. Michele co-founded ZenacityGroup with the sole purpose of helping other organizations gain significant results in optimizing their revenue channels, lowering their operational expenses and improving their customer experience. No death by consultants ..... Michele has an efficient and solid proven approach that works, and results are seen in a short amount of time. The customer and employee experience drives everything we do!
is the Chief Technical Officer at Astute Solutions. As an evangelist for what's possible, Alex helps grow Astute's capabilities in technology, strategic partnerships and new business models. His role leads Astute Solutions’ Product Management and Engineering organizations. Alex helps set the vision and strategy for Astute Solutions’ products. He is a crucial leader for our engineers that execute on Astute Solutions’ strategic priorities like CRM, knowledge management, chatbots, social, mobile, cloud computing and architectures for business transformation.
Alex has received a number of awards for innovation and leadership including Gartner's Cool Vendor 2010, CEO awards, Innovation Awards, and has a number of patents filed with the US Patent Office.
is Director of Emerging Technologies at Aspect. He has over 14 years of experience in customer care technology and the contact center industry with roles spanning engineering, consulting, pre-sales engineering, program and product management, and product marketing. As part of Aspect's product management and marketing team today, he works on defining the future of the mobile customer experience, bringing together channels such as mobile apps, messaging, voice, and social. He is a frequent speaker and blogger on topics around customer service and, more recently, the (re-)emerging chatbot, NLP, and AI technologies. Tobias holds degrees in Computational Linguistics, Phonetics, and Computer Science from the universities of Bonn, Germany and Edinburgh, UK.
has had a passion for empowering Millennials since she was just 16. Today, Chelsea is one of America’s leading Millennial influencers, Millennial marketing and brand strategists, a sought-after keynote speaker, media personality, and the #MillennialTalk chat host. Her passion for empowering the Millennial generation has shaped her brand. Chelsea’s influence reaches everywhere, shaping marketing strategies of not only small businesses but Fortune 500 corporations.
is the Founder of Idiomatic (www.idiomatic.io), a company that uses artificial intelligence to help customer care teams work smarter. Their AI layer gives companies customer driven ways to improve their customer experiences by mining textual data to automatically understand and categorize conversations with customers at scale. This lets companies systematically know what their customers are saying and how they can improve. Prior to Idiomatic, Chris founded and ran data for Glow (www.glowing.com), a leading publisher of mobile health apps for women. Glow was spun out of HVF, Max Levchin’s (a co-founder of PayPal) startup studio, where Chris was an Entrepreneur-in-Residence. Previously, Chris spent many years camped at Stanford, racking up a BA in math & computer science from Stanford University, a JD from Stanford Law School, and an MBA from the Stanford Graduate School of Business.
joined Alta Resources in 1995 as a sales program director. Today, he is an integral part of Alta’s growth strategy by developing relationships with prospects, maintaining a network of key business partners and leveraging Alta’s integrated solutions of care, sales, eCommerce, Fulfillment and Back Office Services to solve critical business challenges. As an active member of SOCAP International and current Board Director, Pat is able to bring a unique perspective to client partners and prospects to maximize the customer experience – CX. Pat spends a lot of his time meeting with companies, learning about new technologies and assessing trends to see how they fit into customer care and work for clients and prospective clients. Pat balances his work with his family life and hobbies, such as running and sports fandom. An alumnus of the University of Wisconsin - Madison, he bleeds Badger red. Pat is an avid baseball fan and serves on the NCAA Baseball Division III Championship Host Committee in the Fox Cities. Washington & Jefferson College, aka the Presidents, were his most recent team, finishing 2nd in 2017.
oversees all aspects of C3i Solutions’ Consumer organization, ensuring superior service for C3i’s consumer clients. He is a seasoned leader in the consumer package goods, business services and technology industries. Frank has held executive leadership positions in many aspects of business, including operations, technology, and sales and marketing. Frank holds an MBA from St. Joseph’s University and a Bachelor’s degree in Mechanical Engineering from Temple University.
is Vice-President, Business Integration with RQA, Inc. For the past 22 years, he has worked with Quality Assurance and Consumer Affairs teams to provide global field services, consumer product insights, and solutions leveraging technology. Kevin believes that in today’s world we require a constant flow of new data and information to better understand and react to our rapidly changing environment. He has supported major CPG companies and retailers with innovative quality assurance and event preparedness programs. Kevin has been a SOCAP sponsor for over a decade.
, Astute Solutions. Doug has been working in the consumer services industry for more than 17 years helping customers find ways to use process and technology to build better relationships with their consumers. He has worked as a consultant with customers to implement contact center solutions and has been head of development building consumer focused solutions. His current role of Software Solutions Evangelist allows him to work with existing customers, partners, and prospects to understand the ever-changing needs of consumer brand companies and bring solutions to the market to meet those needs.
, aka “The Heart,” is global lead for AI readiness. She is hyper connected to the emotional world of humans and how those emotions impact everything in business. She has more than 10 years’ experience in employee experience design, CX enablement, culture definition, talent management, and organizational design.
is the leader of McKinsey & Company’s digital platforms center of excellence. She has built a team of certified software architects, agile masters and customer care technology experts. She has worked with clients to implement robotic process automation, customer experience digitization and artificial intelligence capabilities. Prior to joining McKinsey, Brandy spent 14 years at Oracle where she ran operations for North America.
began his career as a front line Care Specialist at Kimberly-Clark, Kyle brings a diverse background in building world class customer experience strategies. Kyle has held roles such as; Digital Community Manager (Kimberly-Clark), Systems Implementation Specialist (Kimberly-Clark), Business Analyst (Alta Resources) and, currently, Account Executive (Wilke Global). In his current role, Kyle works with over 60 CPG Consumer Affairs teams to enhance the value that the customer experience department brings to each organization.
John Stieger is CMO of Wilke Global, the leading consumer affairs software provider to CPG manufacturers. Previously he held executive roles in consumer relations, social media, brand, and IT with P&G and Gillette. He also has tended bar, bagged groceries, painted fences, and sold shoes. John holds a MBA from Cornell University and a BA from Colgate University.
is the Director of Customer Experience at Upwork (www.upwork.com), a global freelancing marketplace where business owners and independent professionals connect and collaborate remotely to get work done. In his role at Upwork, Joe ensures the company applies leading technologies and innovative strategies to meet the needs of users and produce a solid ROI. He also works directly with customer service leadership to drive performance and simplify processes for customer service agents who help Upwork users. Prior to joining Upwork, Joe managed Customer Experience for Alibaba and Yahoo, and worked as a Technology Integration consultant for Deloitte. He earned a BS in Computer Science from Tatung University in Taiwan and an MBA from the University of Illinois at Urbana-Champaign.
is a partner in McKinsey & Company’s Marketing & Sales practice. He serves financial services, media, and telecommunications clients across a variety of marketing and sales topics. He is an expert in leading transformations in sales and service-to-sales in call centers and field sales in both B2C and B2B and specializes in using marketing insights to build capabilities and drive transformational change on the front line.