Speakers

Dave Carroll

Songwriter, Author and Speaker, Dave Carroll Music

Dave Carroll is a Canadian songwriter, author, social media pioneer and the creator of a one-in-a-billion story,  United Breaks Guitars. His $150 YouTube music video about his broken instrument and the airline that failed to right its wrong empowered consumers. The video sent ripples across the global business community after United Airlines stock dropped by $150 million in market value. Today, it endures as a case study within a wide and diverse range of organizations.

Dave’s areas of expertise are customer experience, branding and compassionate storytelling, but his infectious ability to connect with audiences has generated invitations to speak in over 30 countries. His music, down-to-earth sense of humor and insightful experience have made Dave a masterful teller of stories that unite, motivate and start movements.

Nan Ferrara

Executive Vice President, Voya Financial, Inc.

Nan Ferrara is executive vice president of operations and continuous improvement (CI) for Voya Financial, Inc. (NYSE: VOYA), which helps Americans plan, invest and protect their savings — to get ready to retire better. Serving the financial needs of approximately 14.7 million individual and institutional customers in the United States, Voya is a Fortune 500 company that had $8.6 billion in revenue in 2017.

Nan oversees the overall growth strategy and performance of the operations organization, as well as the company’s CI efforts, a key driver of Voya’s strategic transformation that she has led since joining the company in April 2012. Under Nan’s leadership, the CI management system has been integrated across the company and has created a high-performance culture that has led to dramatically improved business results. Nan also serves on the Voya Executive Committee.

Lisa Gately

Vice President, Marketing, Genesys

Lisa Gately is Vice President of Customer Marketing and Messaging at Genesys. Lisa and her team engage with Genesys customers through advocacy programs and customer advisory boards. Prior to her current role, Lisa led Genesys content strategy and operations. In 2017, she led the launch of the new Genesys brand identity. Previously, Lisa held a variety of marketing roles at VMware, Alcatel-Lucent and Symantec in the areas of product and services marketing, strategic messaging and campaign management. Lisa holds a master’s degree in business administration and bachelor’s degree from the University of Florida.

Elizabeth Gotto

Senior Vice President, Ticketmaster

Elizabeth Gotto is a results-oriented technology professional with 23 years of diverse business experience. She is a Senior Vice President of Technology and the General Manager for Privacy at Ticketmaster. She is responsible for IT Operations teams, Contact Center Technology and Fan Privacy. She has a demonstrated history of transforming organizations by building high performing teams and consistently implementing industry-leading technologies. She provides vision and leadership that drive significant cost savings, empower teams with highly available applications that focus on positive customer experiences and implement programs company-wide. Elizabeth is passionate about encouraging young women to join the technology industry along with supporting women across the tech industry.  She founded the Denver ChickTech Chapter in 2017. She is a Colorado native, proud wife and mother of two children and enjoys spending time with her family in the mountains.

Todd Hauschildt

CIO, Optum OmniChannel

Todd Hauschildt is the Chief Information Officer for Optum OmniChannel. In this role, he connects consumers and agents in a seamless conversation across multiple channels and enables superior customer service through a multi-channel history of engagement. Todd joined OmniChannel from his position as CIO for Optum Consumer Products.

Prior to Optum, Todd was the President and CEO of SWAT Solutions, a boutique consulting firm of 100 professionals focused on performance testing, and test automation. Previously, Todd held several technology and business positions at Thomson Reuters.

In 2015, Todd was named a Titan of Technology by the Minneapolis/St. Paul Business Journal.  An advocate for science and technology, Todd is on the Board of Directors for the Minnesota High Tech Association and GiveMN. In addition, he serves on the Minnesota Technology Hall of Fame board and was a member of the Humphrey Institute P-16 Partnership Working Group for Science Instruction.

Todd holds degrees in Computer Science and Cognitive Science from Gustavus Adolphus College and an MBA from New York Institute of Technology.

Evan Jones

Chief Information Officer, Harambee Youth Employment Accelerator

Evan Jones has been the Chief Information Officer at Harambee Youth Employment Accelerator since he joined in 2015. In his time at Harambee he has set up a world class contact center that has won both a 2018 Genesys Global Customer Innovation Award and the 2019 Global Impact Sourcing Award with IAOP. Additionally, he has led a world-class cloud-based digital transformation that has been recognized and showcased at the international 2018 Google Next conference. He has served for many years as a board member on South Africa’s Global Business Services Association, BPeSA (Business Process Enabling South Africa), both in the Western Cape and Gauteng, and was recently appointed as the National Chairman.

Evan joined Harambee from Webhelp, a French/UK-based global BPO operator, where he served as COO to rapidly scale South African operations to nearly 2,000 staff in sites across Cape Town, Durban and Johannesburg. Previously, Evan worked with Discovery Health to transition and operate their North American operation, Destiny Health. Prior to that he was at TalkTalk (Carphone Warehouse) where he was responsible for the company’s offshore (UK & South Africa) contact center outsourced relationships, managing five outsourced partnerships covering 3,500 staff undertaking various BPO functions. Evan has also served as the Director of Operations for Merchants South Africa, managing the country’s largest outsourced operations across various verticals and geographies. Evan has personally been responsible for many of South Africa’s early adopters of offshore BPO solutions and has been known to design, transition and operate most of the country’s premier BPO operations.

Janice Levenhagen-Seeley

Founder and CEO, ChickTech

Janice Levenhagen-Seeley is the founder and CEO of ChickTech, a non-profit dedicated to increasing the number of women and girls pursuing STEM-based careers and retaining women in the technology workforce. Janice has a BS in Computer Engineering from Oregon State University and an MBA from Willamette University. She believes strongly that the diversity and strengths that women bring will push technology to even more impressive heights. Her inspiration for creating ChickTech came from her own experiences in computer engineering and the realization that the percentage of women in engineering isn’t going to get higher by itself.

Collin Moody

CIO and Vice President of Technology, Alberta Motor Association

Collin Moody is the CIO and Vice President of Technology at Alberta Motor Association (AMA) and Bridgewater Bank. This role has been rapidly evolving in the face of redefined member expectations, where simplicity, efficiency and personalized experiences rule the day. As a result, Collin has been working alongside AMA senior management to disrupt AMA’s own businesses to meet those expectations. This approach has necessitated a complete overhaul of AMA’s technology operations, data foundation and digital capabilities to encourage rapid adaptation to new and arising digital platforms. AMA has cast aside legacy infrastructure frameworks and are redefining the way that members interact by building innovative solutions on web, mobile and AI platforms.

Lucy Norris

Chief Customer Success Officer, Genesys

Lucy Norris is the chief customer success officer responsible for end-to-end customer and partner enablement and support — from strategy to execution incorporating revenue, delivery, and profitability. She is responsible for customer implementations, education and ongoing support of Genesys products and solutions in the cloud and on premises. This remit includes Genesys Care, the Genesys customer care program; Professional Services focused on customer realization of Genesys-based business outcomes; Genesys University focused on customer and partner enablement; and Customer Success Managers who represent the voice-of-customer — all of which are designed to drive customer loyalty evidenced by customer retention and expansion.

Lucy joined Genesys in 2012 to create a global support and maintenance program and led the launch of Genesys Care and the transformation of the Genesys Customer Care organization to a global 24X7 center of excellence. Prior to Genesys, she served as senior vice president of global customer care at Global 360, a Texas-based leader in business process management software, acquired by Open Text. She has served as vice president of product management, customer care and commercialization at Eastman Software, Inc., a subsidiary of the Eastman Kodak Company

Lorena Chiu

Vice President, Line of Business Services, Global IT, Oracle

Lorena Chiu has 20-plus years of experience in leading high-performing IT, Sales and Engineering teams for Fortune-100/SMB companies. She is well-versed in technology with emphasis in application development of corporate systems (SaaS/on- premise), business intelligence, data warehouse, ITIL/ITSM and change management with a successful delivery track record. Lorena holds a bachelor’s degree in Computer Engineering from San Jose State University.