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Speaker Lineup Unveiled for 2019 PACE Annual Convention & Expo

Indianapolis, IN (February 13, 2019) – The Professional Association for Customer Engagement (PACE) is excited to announce its jam-packed speaker lineup and agenda for its Annual Convention & Expo (ACX’19).  Industry leaders from Amazon, Google, Uber, Hulu, LegalZoom, USAA, Verizon, Comcast, Shutterfly, Ring, AXA and more, will converge March 31 – April 3 at the Hyatt Regency Hill Country Resort and Spa in San Antonio.
 
ACX’19 kicks off at 7 p.m., Sunday, March 31 with a welcome reception. From the pre-show tournaments, Expo Hall and evening receptions, there are many opportunities to network and engage with leaders in the contact center industry.
 
PACE ACX’19 Keynote Speakers
                    
Jeanne Bliss, President of CustomerBliss will present the keynote address on Monday at 9:30 a.m.  Bliss pioneered the role of the Chief Customer Officer, holding the first ever CCO role for more than 20 years at Lands’ End, Microsoft, Coldwell Banker and Allstate Corporations. Reporting to each company’s CEO, she helps move the customer to the strategic agenda, creating transformational changes to each brands’ customer experience. She has driven achievement of 95 percent loyalty rates, improving customer experiences across 50,000-person organizations. In her current role, she guides the C-Suite and Chief Customer Officers around the world on how to earn business growth through customer experience. Her clients include: AAA, Johnson & Johnson, Brooks Brothers, Bombardier Aerospace, and Kaiser Permanente. Bliss is the author of three best-selling books, and co-founder of the Customer Experience Professionals Association.
 
Chris Malone, Founder and Managing Partner of Fidelum Partners, will present the keynote address on Tuesday at 9 a.m.  Malone has more than 25 years of professional experience, holding senior marketing positions at leading organizations such as Choice Hotels, ARAMARK, Coca-Cola, the National Basketball Association, and Procter & Gamble. As Chief Marketing Officer of Choice Hotels, one of the largest hotel companies in the world, Malone led the company’s 800-person global consumer marketing, worldwide travel industry sales, e-commerce and reservations organization. Malone is also co-author of the award-winning book, The HUMAN Brand: How We Relate to People, Products & Companies. He is also a frequent guest and contributor to CNBC, FOX Business, Bloomberg TV, Wall Street Journal Live, Forbes and Businessweek.
 

PACE ACX’19 General Sessions
 
AMAZON - Innovating on Behalf of Customers
Presenter: Les O’Reilly, Director of Americas Customer Service Outsourcing at Amazon
 
In this session, participants will hear about the latest Amazon innovations in customer service that have come to fruition because of the company's dedication to active listening and engagement with its customer base. The session will also cover a variety of mechanisms that Amazon Customer Service uses in their mission to be the world's most customer-centric company.
 
GOOGLE & INFINITY - How Google + Infinity Collaboratively Partner to Innovate Multiple Programs
Presenters: Infinity CEO/Founder Tom Leidigh; Google Head of Customer Onboarding Jordan Sorkin; Infinity President Jay Davey
 
This session will discuss Google’s overall philosophy on choosing the right vendor partner and how they ended up partnering with an innovator, like Infinity, to launch a series of successful programs together.

In addition to the keynote presentations, general sessions and networking activities, ACX’19 will highlight a wide variety of educational breakout sessions.  These sessions will focus on the areas of operations, customer experience, compliance and innovative technology. Below is the lineup of break-out session presenters:
 
Milan Batinich
Director of Business Development at A.W. Companies
Mick Bennett
VP, Governance, Ethics, and Compliance at iPacesetters
Lara Brooks
VP Strategy & Operations at DailyPay
Keith Buell
Senior Counsel/Director, Federal Government Affairs, Sprint
Rebecca Carr
Director at WW
Christophe Castan
Head of Artificial Intelligence-Digital Transformation, AXA
Corey Conklin
VP, Customer Experience at Shutterfly
Cary Cusumano
Principal Client Partner, Customer Experience Design, Verizon
Mike Dershowitz
CEO at Rethink Staffing
Carmit DiAndrea
VP Portfolio Market Strategy at Verint
Sam Falletta
CEO at Incept
Lori Fentem
Head of Call Center Growth & Strategy at Ring
Otto Foerster
Executive Vice President at NEA Insurance
Brian Gatti
Program Manager, Operational Excellence at Ring
Todd Hixson
Capacity Manager at Hulu
Reid Houser
Head of Global Compliance at Sitel
Jim Iyoob
Chief Customer Officer at Etech
Lavinia Kennedy
Senior Product Manager at Transaction Network Services
Michael Kinoti
Engineering Manager at Uber
Chrystal Kral
Sr. Operations Manager, Community Support at Ring
Mai Le
Engineering Leader at Uber
Michelle Lopez
Senior Director of Corporate Learning at LegalZoom
Diane Magers
CEO at Customer Experience Professionals Association
Nancy Munro
CEO at Verbal Transactions
Bryan Naas
Director of Enablement at Lessonly
Ian O'Donnell
COO & EVP, Business Development at Praxidia
Frank Pettinato
CEO at iPacesetters
Amanda Pienta
Neighbor Advocate Supervisor at Ring
Alfredo Redondo
CEO at Altitude Software
Mitch Roth
Partner at Roth Jackson
Brandon Sailors
Head of Financial Services, Customer Communication Management at CSG
Craig Seebach
VP Portfolio Market at Verint
Yvette Segura
Vice President & General Manager at USAA
Jonjie Sena
Product Marketing at Neustar
John Stanovcak
Sales Director, Customer Communications Management,CSG
Colin Taylor
CEO & CCO at The Taylor Reach Group
Jim Tyrrell
Senior Director of Product Marketing at Transaction Network Services
Chris Wallace
Co-Founder & President at InnerView
 
For more information on our presenters and the PACE ACX’19 agenda, visit:  www.paceacx.com 
 
“PACE events are a great avenue for business resource development,” said PACE National Board Chair Lori Fentem.  “This year’s convention is our largest one yet and promises to be inspiring, educational, and engaging for all who attend.”

About PACE
Founded in 1988, PACE is the only non-profit trade association dedicated exclusively to the advancement of companies that engage with customers via the contact center. The Association promotes its members’ ability to provide outstanding customer service and sales solutions delivered via omni-channel communication including voice, email, chat, text and social media. In addition, PACE provides up-to-date and ongoing compliance education and accreditation for its members.  From its National Convention and Washington Summit to its Regional Chapter events, PACE provides tools and opportunities to allow businesses to stay engaged through effective and efficient networking opportunities.