Nashville, Tennessee
May 1–4, 2018

Hear from These Great Speakers

Come hear the best of Genesys, as well as some great guests.

Paul Segre

Paul Segre

Chief Executive Officer, Genesys

Paul Segre is the chief executive officer at Genesys. Since taking on this position in 2007, he has led the company to consistent yearly double-digit growth and revenues of over $1 billion.

Paul joined Genesys in 2002 as chief technology officer with responsibility for product management and engineering. In 2004, he became chief operating officer with responsibility for sales, service and support.

From 2002 to 2011, Paul held a variety of executive management roles at Alcatel-Lucent, including president of the Applications Group, which included Genesys. During this time, he led a worldwide team and grew revenues to more than $2.9 billion.

Prior to Genesys, Paul held senior positions at DSC, Bell Labs and AT&T Network Systems in strategy, business development and operations support systems development.

He holds a bachelor's degree in mathematics and a master's degree in operations research from Stanford University.

Tom Eggemeier

Tom Eggemeier

President, Genesys

Tom Eggemeier is the president at Genesys. He is responsible for all of the company's customer-facing activities, including global sales, customer success, channel and field operations.

Prior to his current role, Tom led the Alcatel-Lucent global enterprise sales organization (which included Genesys) with revenue responsibility of approximately $1.8 billion. Previously, Tom held a variety of leadership roles at Alcatel-Lucent, Enterasys Networks and Compaq in the areas of general management, sales and channels, product management, marketing, corporate communications, and research and development.

Tom holds a juris doctor degree from the University of Chicago Law School, where he has served as a Visiting Committee member, and a bachelor’s degree from the University of Dayton.

Barbara Gonzalez

Barbara Gonzalez

Global Vice President Strategic Business Consulting, Genesys

Barbara Gonzalez is the Global Vice President for Strategic Business Consulting. In this role, she leads a global team of highly talented and experienced professionals dedicated to analyzing and understanding customer business objectives and expected outcomes. The team applies industry best practices and benchmarks to provide customers with a set of recommendations and roadmap for a strategic transformation and leads them in realizing and executing those recommendations.

Barbara has also led Marketing in the Latin American region, where she applied her expertise to develop and execute a dynamic, collaborative and multi-cultural marketing strategy. Previously, she was the head of the Solution Engineering and Business Consulting organization for Latin America.  She joined Genesys as a Solution Engineer, after beginning her career as a help desk agent and working in customer service in support for several companies.

Catherine Honor

Catherine Honor

Senior Vice President and Head of Global Call Centers, Royal Bank of Canada

Currently, Cathy leads RBC’s direct centers including telephone banking, direct investing, client care, email, chat and social media teams. 6 centers and 3500 people provide direct advice and support to business and personal clients across Canada and the U.S. and the Caribbean.

Her previous positions at RBC include: President RBC Insurance Services, Head of Global Cards, leading the RBC’s credit card and merchant strategies in 22 countries around the world; Executive Champion Client Loyalty and Senior Vice President Global Payments and Client Accounts.

Cathy is the 2017-2018 Chair of Canada’s Walk of Fame and former director of the following boards: Canadian Association of Financial Institutions in Insurance, RBC Wealth Management Financial Services Inc, RBC Insurance Company of Canada, RBC Life Insurance Company, RBC General Insurance Company, The Haliburton Club, Scouts Canada, Moneris, Interac Association, The Canadian Club, and TE Financial.

Cathy has an Ivy business degree from the University of Western Ontario and has a professional accounting designation (CGA). Cathy is married and a mother of three. She’s a leadership junkie and an all-season adventurer who races sailboats, scuba dives, wakeboards and snowboards.

Dan Crann

Dan Crann

Vice President, Service Experience Technology, Anthem, Inc.

Dan joined Anthem in 2003 and currently leads the company’s Service Experience Technology team. Dan and his team provide thought leadership, technology strategy and delivery support to critical business functions including benefit enrollment, premium billing and contact center. Under Dan’s leadership, the technology platforms supporting these functions process annual enrollment requests for over 20 million customers, handle premium processing in excess of $70 billion annually and manage over 60 million inbound calls a year.

Dan is passionate about leveraging emerging technologies to improve the health care consumer experience and to help business units operate more efficiently. To that end, Dan has spent the last four years orchestrating the consolidation and re-architecture of Anthem’s contact center platforms into an enterprise class solution set that will enable Anthem’s Service Experience vision. He is a business first IT leader who has built trust-based relationships with his business partners to accelerate the delivery of new capability.

Dan has a broad background in health care IT having also led Anthem’s care management technology team and the technology teams that support Anthem’s Specialty lines of business – Dental, Vision and Life & Disability.

He holds an MBA from George Mason University and currently resides in Colorado Springs, CO with his wife, Jill and three children. When not working, Dan can usually be found with his family on bike trails or ski slopes across Colorado.

Matthew Luhn

Matthew Luhn

One of the Original Storytellers at Pixar

With more than 20 years of experience creating and developing dozens of universally loved films, TV shows and video games at Pixar, The Simpsons, ILM, and other studios, Matthew Luhn knows what it takes to create memorable stories with great ideas, enduring characters and strong connections with their audiences. From filmmaking to business, Matthew’s seminars are beneficial to anybody wanting to improve their story skills, or learn the persuasive power of great storytelling. Alongside his story work in Hollywood, Matthew works with Fortune 500 companies, entrepreneurs and other professionals on how to craft and tell stories that bridge the gap between business and heart to build stronger brands and business communication.

Matthew’s story credits include Toy Story, Toy Story 2, Toy Story 3, Monsters Inc., Monsters University, Finding Nemo, UP, Cars, Ratatouille and other films currently in development.

Matthew’s most recent clients include Adidas, Facebook, BBC, Microsoft, Sony, Warner Brothers, Apple, Google, Clorox and many more.

Dena Blizzard

Dena Blizzard

Comedian and Writer

Dena Blizzard is One Funny Mother! She’s a former Miss New Jersey, comedian and mother of three who recently starred in an off-Broadway, one-woman show “One Funny Mother,” a hilarious multimedia theater show about motherhood. Dena’s recent viral video “Chardonnay Go,” seen over 23 million times, is now a hilarious board game called “Chardonnay Go, The Board Game for Wine Lovers, Moms and Other Shameless People.”

Additionally, Dena is a corporate host, has been featured in the NY Times, co-hosted with Anderson Cooper and has performed at Catch a Rising Star, The Comedy Stop at the Tropicana, Gotham Comedy Club and The Laugh Factory. She has also served as the preliminary host and on-air correspondent for the Miss America Pageant on ABC. When she’s not working on TV, she is writing/producing content for her web series, where she makes inappropriate videos about parenting that are sure to put her kids in therapy.

Sheryl Kingstone

Sheryl Kingstone

Research Director, Customer Experience and Commerce, 451 Research

Sheryl Kingstone leads 451 Research’s coverage for Customer Experience & Commerce, which covers the many aspects of how customer experience is a catalyst for digital transformation. She oversees the company’s coverage of a variety of customer experience software markets spanning ad tech, marketing, sales, commerce and service.

Sheryl joined 451 Research with the company's acquisition of mobility research firm Yankee Group in 2013. Before joining 451 Research, she consulted with a number of enterprise software companies in the areas of B2B e-commerce, CRM, e-services and internet infrastructure on company and product positioning, acquisitions and IPO strategies for Blanc & Otus.

As a recognized thought leader with over 25 years of experience in the customer experience technologies, Kingstone was awarded the CRM Influential Leaders Award and was also the first female to be inducted in the CRM Hall of Fame. She is quoted in many business and industry journals and provides notable consulting experience with Fortune 1000 companies.

Kingstone holds a bachelor of science degree from the University of Massachusetts and a master of business administration degree from Simmons College.

Dr. Peter Graf

Peter Graf

Chief Product Officer, Genesys

Peter Graf is the chief product officer (CPO) of Genesys, driving the global product vision and innovation strategy. He oversees software product management, engineering, cloud operations and product delivery across the company’s industry-leading customer experience platform.

Peter has held a variety of executive leadership positions in operations, development, sales, marketing and services throughout his more than 25 years in the global enterprise software industry. His extensive background includes deep expertise on emerging technologies such as artificial intelligence. Prior to Genesys, Peter served as CPO for Sungevity, a market-leading solar electricity company. Earlier in his career, Peter held multiple senior leadership roles with multinational software corporation SAP, including serving as the executive vice president and general manager of Sustainability Software.

Peter earned a doctorate in computer science from Universität des Saarlandes and a master’s degree in computer science and economics from Technische Universität Kaiserslautern in Germany.

Merijn te Booij

Merijn te Booij

Chief Marketing Officer, Genesys

Merijn te Booij is the chief marketing officer at Genesys. As CMO, Merijn leads the global marketing and product management organization. He is responsible for developing and executing the company’s technology vision, product strategy and go-to-market strategies to drive continued business growth and brand awareness.

Merijn joined Genesys in 2000 as a sales consultant for its Europe, Middle East and Africa region. Prior to his current role, he served as vice president of professional services, creating and leading the Genesys Business Consulting practice.

Prior to Genesys, Merijn gained extensive experience in running contact centers, having managed contact center operations for the Dutch Automobile Association in Holland.

Merijn holds a master’s degree in international law from the Rijksuniversiteit Utecht in the Netherlands.

Warren Buckley

Warren Buckley

Global Head of Contact Centers, HSBC

Warren Buckley is the Global Head of Contact Centres for HSBC and has responsibility for the Global Contact Centre Business (GCCB). The GCCB team is made up of c.17,500 people who are based across 35 countries. The team is responsible for service and sales across 36 million customers. Since joining HSBC in 2015, Warren has led the GCCB organisation through a transformation programme which ranged across people, processes and technology and delivered significant improvements in service quality.Warren started his career as a contact centre agent and has worked for Orange, Avaya, Lucent Technologies and Vodafone before moving onto BT.

At BT, Warren held senior operational and transformation roles, including 10 years as Managing Director for Service in BT Retail and then Openreach. He was part of the leadership team for the BT sponsorship of the London 2012 Olympics and led the operational implementation of the BT Sport TV Service. Warren also holds two non-exec roles as Vice Chair of Citizens Advice for England and Wales and Chair of the Business Disability Forum Board.

Warren is married to Angela, a writer of non-fiction Victorian Crime and they have two children, Ella and Ethan. He’s a keen sports fan, supporting Reading FC, and a regular attendee at music festivals.

Kevin Jolliffe

Kevin Jolliffe

Vice President, Workforce & Vendor Planning, Rogers Communications

Kevin Jolliffe is a Contact Centre executive with extensive global operational experience specializing in workforce planning. He has 20+ years of demonstrated operational results obtained through developing and leading teams of high-performing industry professionals. Additionally, Kevin has 5 years of international consulting experience with core focus on people, process, and technology optimization. Currently, his responsibilities include end-to-end Workforce Planning, Vendor Relationships & Contracts, Contact Centre Technology, Production Support and Back Office operations.  Kevin leads a shared services team of ~400 subject matter experts who are responsible for execution of ~60M contacts across approximately 10,000 front line employees.

Kevin is viewed as an industry subject matter expert in the areas of workforce planning and contact centre metrics, including all aspects of IVR, production, support, reporting, and vendor management. He sits on multiple industry Advisory Boards and is respected and recognized for innovation and driving efficiency across all areas of operations.

Kevin has a degree in economics from the University of Western Ontario and has completed the Richard Ivey school of business Executive leadership program.