Monday, April 16
Presented by Golden Gate BPO Solutions
Jesse Itzler only eats fruit until noon, loves Run-D.M.C., and enjoys living life “out of the box," actually, he doesn't even have a box. He cofounded Marquis Jet, the world’s largest prepaid private jet card company in 2001, which he and his partner sold to Berkshire Hathaway/NetJets. He then partnered with Zico coconut water, which they sold to The Coca-Cola Company in 2013. He is a former rapper on MTV and he produced and sang both the NBA’s Emmy Award-winning “I Love This Game” music campaign and the popular New York Knicks anthem “Go NY Go.” Itzler is also the author of the New York Time’s Best-Selling book “Living With A SEAL.” When he is not out training for his next 100 mile run or being a dad to his four kids, Jesse can be found at the NBA’s Atlanta Hawks games, where he is an owner of the team. He is married to Spanx founder Sara Blakely and the couple and their 4 children live in Atlanta, Georgia.
Monday, April 16
Presented by Etech
Louis has dedicated over 25 years to developing innovative communications platforms. His passion to drive effective consumer engagement fuels our company vision and influences the ongoing evolution of the contact center industry. In his former position as VP of business development and product management for Physicians Online, Louis used cloud-based technology to solve complex problems in healthcare communication. He also worked in product management at Merck-Medco, where he helped construct patient communication programs for population health management. Louis is a member of the CRC Innovation Council Steering Committee and a noted expert on communications and the cloud.
Tuesday, April 17
Presented by OnBrand24
Vice President, End User Experience, Related Companies
Laurie Toscano is a strategic 360° digital technology leader who ensures exemplary service is delivered across the enterprise with focus on stability and enhanced business productivity.
With logic and spirit, Laurie brings serious talent, light-hearted humor and people magic to the technical world. Her track record includes outstanding metrics, high-level team performance, and extraordinary customer satisfaction.
Marrying technology education with business objectives, Laurie ensured the implementation of an industry-leading “high-touch” IT Service Desk initiative while at ELC, which expanded customer confidence in technical support and resulted in world-recognized Help Desk accomplishments. The Service Desk metrics are lauded both internally and externally within the IT industry.
Through deeply informed analysis, directional thinking, thought-provoking insights, and intercultural competence, Laurie develops and transforms teams of individuals into high-performing global IT Service champions and company evangelists who can offer 24/7/365 service delivery from global operations centers.
Laurie’s clear vision, people skills, and expert communication eliminate doubt, foster confidence, increase compliance, and engage global teams to advantage for industry-leading customer engagement and highest satisfaction.