Make every moment count at Xperience19 with informative content and compelling stories from our distinguished speakers.
World-Renowned, Award-Winning Photographer and Founder of The People’s Portfolio
Chief Executive Officer, Genesys
Tony Bates is the chief executive officer of Genesys. He leads the company’s strategy, direction and operations in more than 100 countries and oversees a global team of more than 5,000 employees.
Tony has decades of experience steering business-to-business and business-to-consumer companies through major market transitions and rapid scaling. A passionate technologist at heart, Tony began his career in network operations and internet infrastructure, teaching himself to code during his daily train commute. He swiftly gained the business acumen to advance into trusted executive roles at some of the world’s most respected global SaaS companies.
Career highlights include leading Cisco’s Service Provider business, growing its Enterprise and Commercial division to more than $20 billion in annual revenue and serving as CEO of Skype, where he was responsible for expanding the business to over 170 million connected users. Once Skype was acquired by Microsoft, Tony became president where he was responsible for unified communications before serving as executive vice president of business development and developers.
In addition to his role at Genesys, Tony continues to serve on the board of directors at both VMWare and eBay.
Paul Segre became the chairman of Genesys in 2019 after serving as the company’s chief executive officer (CEO) for 12 years. Drawing upon his extensive knowledge of Genesys and the contact center market, as chairman, Paul provides strategic council to support the company’s growth and industry leadership initiatives. As CEO, Paul successfully led Genesys through multiple transformations, spearheaded strategy pivots and grew the business to $1.5 billion.
Prior to serving as Genesys CEO, Paul held several roles at the company during his nearly 18-year tenure. Paul first joined Genesys as chief technology officer in 2002 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.
Formerly, Paul also 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.
Executive Vice President of Global Sales and Field Operations, Genesys
Mark Turner is the executive vice president of global sales and field operations. He is responsible for the company’s global commercial activities, field sales and channel operations.
Mark joined Genesys in 2003. Prior to Genesys, Mark served as vice president of EMEA for Commerce One and as chief executive officer of Aspelle. Prior to that, Mark worked in sales management at Ingres and Software AG, before joining Sybase as managing director of the UK.
Mark holds a bachelor’s of science degree with honors in Engineering from the University of Surrey and an MBA from Cranfield University in the UK.
Chief Product Officer, Genesys
Peter 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 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.
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.
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.
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.
Senior Manager / Interaction Enablement, Whirlpool
Jamie Gladson is a senior leader for the Whirlpool Corporation, where he is responsible for customer experience technology, workforce management and voice of the customer. Jamie has been with Whirlpool for 20 years in both IT and Customer Service roles throughout his career. During the past year, he led the effort to move six customer experience systems to Genesys PureEngage Cloud. Jamie enjoys playing golf, fishing and spending time with family in his free time.
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.
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.
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.
Vice President, Customer Service Technology, eBay
Dan Leiva joined eBay in June 2017. As the Vice President of the Customer Service Technology organization, he leads a team of over 300 technology professionals responsible for Product Management, Engineering and Technology Operations. This team enables eBay to provide a world-class customer service experience. From onsite help and contact functionality to the tools that agents use for supporting customers, to the phone on the desk, the team works to ensure that eBay’s service technology is leading the industry.
Currently, Dan is driving a new approach to leveraging high-quality AI automation where it makes sense—and a human touch where it matters most—to improve both the customer and agent experience.
Before joining eBay, Dan worked at Apple, Travelers Insurance and Intuit in a variety of strategic and operational leadership roles. Dan lives in Cupertino with his wife and loves to visit his twin, baby granddaughters in Missouri. He enjoys reading, travel and food, and is an avid gamer.
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.
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.
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
Taj Singh is a product leader at Uber focused on customer obsession and conversational AI. Prior to Uber, he ran speech recognition internationalization at Microsoft and predictive experiences at 7.ai. Earlier in his career, Taj led several VoIP product innovations for global service providers in Europe, the Middle East, Latin America, and Asia. He holds a BS from Punjab Engineering College, India and a Graduate Certificate in Management Science from Stanford.
Additional speaker information will be added as it becomes available.
World-Renowned, Award-Winning Photographer and Founder of The People’s Portfolio
Platon began his career in Britain working for British Vogue. He then received an invitation from the late John Kennedy Jr. to come to New York City to work for his political magazine, George.
While shooting portraits for a range of international publications including Rolling Stone, The New York Times magazine, Vanity Fair, Esquire, GQ and The Sunday Times magazine, Platon developed a special relationship with TIME magazine, producing over 20 covers for them. In 2007, he photographed Russian Premier Vladimir Putin for TIME magazine’s “Person of the Year” cover. This image was awarded 1st prize at the World Press Photo Contest.
In 2008, he signed a multi-year contract with The New Yorker. As the staff photographer, he produced several large-scale photo essays, two of which won ASME Awards in 2009 and 2010. Platon’s New Yorker portfolios focused on themes that included the U.S Military, portraits of world leaders and the Civil Rights Movement.
In 2009, Platon teamed up with Human Rights Watch to help them celebrate those who fight for equality and justice in countries suppressed by political forces. These projects highlighted human rights defenders from Burma as well as the leaders of the Egyptian revolution. Following his coverage of Burma, Platon photographed Aung San Suu Kyi for the cover of TIME—days after her release from house arrest.
Two years later, Platon was honored with a Peabody Award for collaboration on the topic of Russia’s Civil Society with The New Yorker magazine and Human Rights Watch.
Platon’s work has been exhibited in galleries and museums both domestically and abroad. The New York Historical Society has exhibited a solo show of Platon’s Civil Rights photographs, which remain as part of the museum’s permanent collection. Other permanent collections of Platon’s photography can be seen in museums and galleries in Tampa, Vienna and Edinburgh. He has also published four books of his work.
In 2013, Platon founded a non-profit foundation named The People’s Portfolio. The foundation aspires to create a visual language that breaks barriers, expands dignity, fights discrimination, and enlists the public to support human rights around the world. He serves as the Creative Director at Large for the Center for Civil and Human Rights in Atlanta, Georgia.
Platon is currently on the board for Arts and Culture at the World Economic Forum and serves as a steward for the Economic Growth and Social Inclusion Initiative.