The Keynotes, Speakers and Facilitators of “Customer Contact 2010, West: A Frost & Sullivan MindXchange”

"Creative, attention-grabbing methods" (i.e. bunny ears) exhibited by speakers at last year's Customer Contact event.

The following is a summary of the keynote presenters, speakers and facilitators participating at the Customer Contact event.  For more information on individual sessions, click here.


Wind Mobile Graham Kingma Head of Call Center Operations
Yahoo! Manish Sinha Vice President, Global Customer Care
Author Emily Yellin Author: Your Call Is (Not That) Important to Us: Customer Service and What It Reveals About Our World and Our Lives


American Airlines Janet Pawlowski Business Analyst, Speech Analytics
American Airlines Julie Cole Business Analyst, Speech Analytics
AstraZeneca John Di Brango Director of Channel Management
Asurion Suzi Earhart Senior Director Call Center
AT&T Kevin Raftery Executive Director, eSales & Service
Chase Misty Hall Vice President, Operations
Coinstar Rick Russell Site Director, Customer Support
Delaware North Companies, Inc. Sandra Levesque Director of Reservations
EMC Technologies, Inc. James Bampos Vice President of Quality
FedEx Services Janice Brown Manager, Channel Strategy
Frost & Sullivan Michael DeSalles Strategic Analyst – Contact Centers
Herbalife Michele Crocker Vice President, Worldwide, Distributor Services Optimization
Ingersoll Rand Jeffrey Lynn Director, Customer Care
JP Morgan Chase & Company Misty Hall Vice President, Operations
optionsXpress Holdings, Inc. Philip Bennett Executive Vice President, Signature Services
Plantronics Ed Romson Senior Director, Global Customer Care
Princess Cruise Lines Marsha Patrick Director of Reservations
Rx Solutions Mark Knutson Vice President
Serena Software, Inc. Roni Ramirez Senior Director, Customer Support
Simplex Grinnell Karl Sharicz Director Customer Intelligence Francisco Trejo Manager of Global Sourcing and Business Process Management


Center Partners Todd Smith Corporate Director of Learning and Development
Cicero, Inc. John P. Broderick Chief Executive Officer
Cicero, Inc. Neil Crane Director of Product Development
Cincom Systems, Inc. Randy Saunders Program Director, Customer Experience Management
Contact Solutions, Inc. Justin Lemrow Director, Continuous Improvement
FurstPerson, Inc. Jeff Furst President and Chief Executive Officer
IBM Dominique DuBois Global Strategy Manager, CRM MBPS
Live Person Kevin Kohn Executive Vice President, Marketing
NICE Systems Matthew Storm Director, Americas Marketing
Sitel Andrew Kokes Vice President, Business Planning
StarTek, Inc. Rob Munger Senior Director, Workforce
Tellme Grant Shirk Director of Industry Solutions
Upstream Works Software Jerry Sokol Chief Operating Officer
Vertex Business Services Philip Michell Consulting Director
VoltDelta Terry Saeger Senior Vice President & General Manager, Enterprise Services and Solutions
West Mark Frei Senior Vice President


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