Gurus, Academics & Authors

• JoAnna Brandi, CEO & Publisher, Customer Care Coach
• Joe Torre, One of the Greatest Managers in Baseball History, Author & Cancer Survivor
• Kevin Carroll, Author, Rules of the Red Rubber Ball: Find and
• Sustain Your Life's Work
• Keith Ferrazzi, Author, Never Eat Alone
• Disney Institute
• Stephen W. Brown, Carson Chair, Professor & Executive Director, Center for Services Leadership, W. P. Carey School of Business, Arizona State University
• Bill Price, Author, The Best Service is No Service
• Frank Capek, Senior Vice President & Leader of nGenera Corporation’s nGen Customer
• Mark Morgan, Chief Executive Advisor & Author, Executing Your Strategy
• Robert Stephens, Founder & Chief Inspector, The Geek Squad

Financial Services

• Gregory North, Senior Vice President, Customer Quality,
  Fidelity Investments (Bonus)
• Michel Cubric, Director, Post Funding & Call Center Operations, First Line Mortgages
• Joy Whinham, Vice President, Online Customer Experience Customer Advocacy Leader, Wachovia Corporation
• Peter Gurney, Vice President, Service Strategy & Alignment, Washington Mutual
• Claire Howells, Vice President, Employee Engagement & Communications, Zions Bancorporation

Consumer Products/Retail

• Pati Crowley, Director, Customer Experience, Bath & Body Works
• Leslie Nelson, Director of Customer Service, BlueFly.com
• Kip Knight, VP of Marketing, Ebay
• Robert Davis, Operational Services, Jack in the Box
• Beth Thomas-Kim, Director and Head of Consumer Services, Nestle USA
• Bob Weis, Vice President, Customer Service, Samsung Electronics

Technology/Telecom

• Erika Van Noort, Director Contact Centre Best Practices
  and Consulting, Bell Canada
• Joe Pinto, Senior Vice President, Technical Services, Cisco Systems
• Jason Grier, Vice President, Consumer Support, McAfee, Inc.
• Adam Szyrlewski, Customer Strategy Expert, T-Mobile Poland (Bonus)
• Seth Kiner, Director of CEM, Southern California Edison

Transportation/Services

• Daiquiri Gleaves, Director, Customer Care, Delta Airlines, Inc.
• Sheila Harrell, Vice President, Global Customer Services
  Strategic Planning, FedEx
• Rob Maruster, Senior Vice President of Customer Service, Jetblue Airways
• Scott Griffith, Chairman & CEO, Zipcar.com
• Michael Zimmer, Senior Vice President, Industry & Major Account Operations, Xerox

Hospitality/Gaming/Entertainment

• Kim Noltemy, Director of Sales, Marketing and Communications,
  Boston Symphony Orchestra/Boston Pops/Tanglewood
• Lori Sokol, Director, Operations, Hyatt Hotels & Resorts
• John Romano, Director, Operations, Hyatt Hotels & Resorts
• Trace G. Belcher, Learning & Development Manager, Jewelry Television™
• Liliahn Johnson, Director, Fan Development, NBA
• Robin Noma'aea, Executive Consultant, Corporate Training Resources, Station Casinos

Pharmaceutical/Healthcare/Insurance

• Simon Leech, SVP, Insurance Services & Customer Advocacy Officer, AIG American General
• Laura Flores, Director Customer Relationship Marketing, Allergan Medical
• Donna P. Reed, Director, Compliance & Communications,
• American National Insurance Company
• Patty Dillane, Director, Blue Cross Blue Shield of Massachusetts
• Shannon O’Toole, Senior Manager, Blue Cross Blue Shield of Massachusetts
• George Taylor, VP Customer Excellence, Cardinal Health
• Fred Broce, Manager – Request IT, GlaxoSmithKline
• William Greenwald, National Director, Business Advisory Group, Humana
• Linda Alexander, VP Medicare Part D, UnitedHealth Group
• Diane Yarosis, National Director, Client Services, Quest Diagnostics (Bonus)

Government/Non-Profit

• Angela Kirk, VP Customer Engagement, The Church Pension Group
• Susan Reisinger, Operations Manager, US Navy
• Gregor McLead, Program Manager, US Navy
• Jennifer Bettridge, Vice President, CACI Inc (Bonus)

Industry Experts

• Gary Rhoads, Engagement & Loyalty Expert, Allegiance
• Chris Thrash, President & CEO, Chris Thrash & Associates
• Carlos Dunlap, Division VP of Solution Design, Maritz Loyalty Marketing
• Kathy Oughton, Customer Experience Performance Consultant, Maritz Learning
• D. Randall Brandt, PhD, VP, Customer Experience & Loyalty, Maritz
• Jane Hendricks, Product Marketer, SPSS Inc
• Christine Churchill, Executive Director, The Customer Service Institute of America
• Brett Whitford (Australian), Secretary-General, International Council
  of Customer Service Organizations
• Howard Lax, SVP, Senior Consultant,  Harris Interactive Loyalty