As CEO of Petco, a leading pet specialty retailer, Ron drives the company’s business strategy, direction and overall performance in support of Petco’s vision: healthier pets, happier people, better world. With more than 25 years working with some of the world’s top brands, Ron’s expertise lies in transforming business by honing strategy, cultivating high-performance teams, propelling innovation, re-engineering cost structures, and driving global sales and marketing.
SVP, Customer Care, Samsung Electronics America, Samsung
Michael is focused on building stronger, more meaningful relationships with customers, and ensuring they always have an awesome brand experience. He is transforming Samsung from a company that produces hardware, to a company that also emphasizes the softer side of the business—the people who buy Samsung products, and the Samsung employees who ensure consumers have a great experience with those products.
Carolyn is a passionate and purpose-driven change leader, managing teams through transformations, re-structuring and culture shifts, with thought-leadership and strategic direction. Before joining Scotiabank 10 years ago she held roles in Credit Cards, Marketing, Wealth and major transformations. Previously, she’s had roles with E*TRADE Canada and TD Bank.
Krish leads Medallia’s product and design organizations. Prior to Medallia, he was SVP & GM of Information and Analytics Solutions at First Data, responsible for monetizing one of the largest payments and commerce data systems in the world. And previously, Krish has held several product leadership positions at SAP, i2 Technologies, Agile Software and United Technologies Research.
Prior to joining Medallia, Leslie was the CEO of CallidusCloud where he led them on a journey that delivered record returns for shareholders. Prior to joining Callidus, Leslie worked for Sun Microsystems for nearly a decade. At Sun, he held the position of Senior Vice President of global channel sales and was the Managing Director of Sun Microsystems U.K. Ltd. Before joining Sun, Leslie held various sales positions at Oracle Corporation.
Sr Manager, Program Management Operations, T-Mobile USA
Darya leads T-Mobile’s CX Programs on the Frontline Experience Team, and chairs the cross-channel governance group uniting Care, Retail, Commercial, Digital and Metro by T-Mobile CX leaders and insights. She has led Technology Program Management, Frontline Retail, and Frontline Customer Care teams, and she’s committed to working to eliminate customer experience barriers by sharing insights with CX professionals to eradicate customer pain points.
Michael spent the past year establishing a customer experience vision, strategy, functional team and new measurement platform. He’s currently leading Ulta Beauty in their quest to design, develop and deliver on an unparalleled omni-channel consumer experience. Prior to that he led Customer Experience strategy and innovation for Luxottica – LensCrafters, Pearle Vision and EyeMed, and early in his career worked in strategy and brand management in the consumer packaged goods space.
Akash leads CX analytics strategy for Medallia’s major Financial Services clients. With an extensive background in analytics, engineering, and consulting he brings a versatile skill set to the Insights team. Akash holds an advanced degree in analytics with a specialization in advanced statistical modeling. Drawing on his expertise in statistics and interpretable machine learning, he uncovers meaningful stories from raw data to drive operational value.
Josh is a Manager with the CX Strategy & Insights team based out of New York City, and has been with Medallia for 2.5 years, including time in Professional Services. He specializes in combining deep knowledge of the Medallia platform with the advanced analytical approaches of the Insights team to unlock actionable insights and prove the value of customer experience.
Chris leads Advisor Feedback, Advisor Readiness and Conference Experiences at LPL Financial. He joined LPL Financial in early 2018 with an extensive 20+ year background in financial services having worked at First Union, Wachovia and Wells Fargo where his focus areas have been client analytics, employee engagement and client experience strategy.
Anna Hardie joined PEXA in 2014. Her business acumen stems from years of experience in strategy, project management and change management. Anna leads PEXA’s Voice of Member team as Head of Customer Engagement. In this position, Anna has introduced essential business initiatives such as Medallia. Through this, she converts detractors to promoters and develops her passion for establishing excellent customer experiences. She drives a customer-centric culture and consistently advocates for PEXA members.
Lisa has been with PEXA since 2012, during this time she’s held various roles in both Technology and Operations. Since 2016 as Chief Customer Officer, Lisa is transforming the way property is transacted in Australia. Lisa has 20 years’ experience in Finance, Information Technology and Telecommunications industries. Prior to PEXA, Lisa led various transformation initiatives for Accenture and JP Morgan Chase in the UK. Lisa is passionate about creating a purpose led organisation, with Customer at the centre of strategy.
Senior Director Frontline & Customer Experience, T-Mobile
Denise is the visionary behind T-Mobile’s Frontline Experience Team, transforming the team into a dynamic organization, now known as Frontline Experience, supporting both the customers’ and the front-line employees’ need. She is an innovator, an avid business problem solver, bridging the gap across the T-Mobile enterprise to create an organizational culture that finds ground-breaking ways to empower front-line teams to own the customer experience.
Brock and his team work to improve operations for the N. Division. This includes operating a safe environment that focus on enhancing service levels, driving operational processes and ensuring profitability. Brock Joined the Home Depot in 1989 previously holding roles as sales associate, Store Manager, District Manager, Regional Services Manager and Sr. Director of Pro Sales.
Brendan has extensive experience in creating and driving strategic initiatives across a variety of industries including retail, healthcare, tech and education. He has a proven track record of leading teams to solve difficult problems that deliver strong financial and operational results. He currently lead Customer Strategy and Insights for Home Depot.
SVP, Head of Institutional Client Management, MassMutual
Una has accountability for customer experience leading the new business, account and relationship management teams. She is also responsible for ensuring high levels of satisfaction and retention driven by superior strategic and tactical execution. Una’s teams focus on plan installations and management for retirement and voluntary benefits, emphasizing delivery on consultative solutions to ensure they are helping plan participants with their overall financial wellness before and at retirement.
As part of Millicom’s (Tigo) Regional Latin American team for the last five years, Anna is involved in Customer Experience for B2C and B2B clients. Her focus is on supporting Millicom’s (Tigo) global transition from a transactional product-focused business model to a subscription relationship-focused model, with the customer at the center of everything they do.
Director of Guest Insights and Experience, Vail Resorts
Sarah Travis is obsessed with improvement. As the leader of an evolving Guest Insights department at Vail Resorts, she is transforming how the company approaches experience data by constantly challenging the status quo and finding new ways to incorporate data to advance guest understanding.
Sr. Director, Service Business Transformation, Thermo Fisher Scientific
As a veteran service professional, Maggie understands the importance of creating a differentiated customer experience in every interaction. She currently serves as Service Transformation Leader for Unity Lab Services, a part of Thermo Fisher Scientific. Maggie is passionate about process improvement, building customer relationships, and empowering employees to serve customers with knowledge, care and pride.
Director, Global Customer Experience Training, Thermo Fisher Scientific
Mike views his role as the merger of two of his passions: employee development and customer loyalty. Prior to joining Thermo Fisher, Mike worked in the transportation and healthcare industries and he holds degrees from UMass Amherst (BA) and from UMass Boston (M.Ed.). His goal is to inspire colleagues to create positive, memorable experiences that will lead to greater customer loyalty and the business results that go with it.
Greg is responsible for designing, measuring and implementing the guest experience strategy for MGM Resorts International. He also oversees consumer feedback and strategies to drive customer satisfaction and loyalty. With MGM Resorts since 2010, Greg has led the implementation of several companywide initiatives, including the transformation of the company’s guest service standards across its entire portfolio.
Zack is responsible for launching customer-facing products & services, customer experience, and the voice of customer programs across the Aaron’s network, which includes company and franchise stores. Zack’s approach to driving a customer-centric culture is creating a dynamic customer-focused strategy through utilizing quantitative and qualitative research and customer insights to ‘tell the story’ of the total customer experience at Aaron’s.