The 2024 Atlanta
Contact Center Executive Forum
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July 25th, 2024
9:00AM-3:00PM EST
2450 Piedmont Road NE
Town Hall, 2nd Floor
Atlanta, GA 30324
Keynote Presentation:
Acuera President, and Author of 7 T Success System, Casey Kostecka, will deliver a keynote on leadership in contact centers, providing valuable strategies and insights for driving success.
Expert Talk:
Jewelry Television VP of Customer Service, Operations and Logistics, Tolly Harris, will share contact center best practices, creative workforce management strategies and forward-looking perspectives on the evolving landscape.
FTD VP of Customer Care, John McCahan, will present on how to Master a Data-Driven Narrative that Engages Your C-Suite
Employbridge VP of Contact Center Solutions, Michelle Crotty, will report out on Voice of the American Workforce, Contact Center Survey Results and Economic Trends
Panel Discussion:
Driving Efficiency and Cost Savings with AI: Contact Center Best Practices.
InflowCX Head of CX and CSO, Adam Rennert, will moderate the panel discussion on best practices.
Observe AI SVP of Product, Vache Moroyan, with over 20 years of experience in Data, AI, and Machine Learning technologies, will provide his expertise on product design and innovation.
Assembled Co-Founder & CEO, Ryan Wang, will discuss modern support operations and the impact of AI on customer service.
Don't miss this opportunity to gain actionable insights from top professionals in the industry.
Learn how to enhance customer service, drive operational efficiency, and stay ahead of the curve with AI-powered solutions.
Register now to secure your spot for this must-attend event!
Meet Our Speakers
Casey Kostecka
President of Aucera (formly DialAmerica)
As the President of Aucera, one of the nation's largest privately owned contact center companies, Casey Kostecka leads a team of over 3,000 professionals delivering exceptional customer experience and sales solutions. With over 35 years of industry experience, Casey has a proven track record of improving operational performance and customer satisfaction for global organizations.
Passionate about empowering leaders, Casey authored the award-winning book 7-T Success System - Leaders Aren't Born, They're Made, which he will discuss in his keynote. Casey is also the founder of TouchPoint One, a leading provider of employee engagement and performance management solutions. He has pioneered the use of gamification and modern performance management systems in contact centers.
Tolly Harris
Senior Vice President of Customer Experience, Operations, and Logistics at Jewelry TV
Tolly Harris is the Senior Vice President of Customer Experience, Operations, and Logistics at Jewelry TV, one of the largest jewelry retailers in the United States. With over 20 years of leadership experience, Tolly has consistently achieved significant improvements in key business metrics, including profitability, expense control, employee retention, productivity, and customer experience.
Tolly is passionate about people, both internal and external customers, and excels at building strong relationships and great teams. He develops effective processes and drives forward-thinking ideas to ensure operational excellence. Under his leadership, the JTV Customer Care team has grown to deliver a best-in-class customer experience, solidifying JTV's reputation for exceptional service.
John McCahan
Vice President, Customer Care at FTD
John McCahan joined FTD as Vice President of Customer Care in December of 2019 and was brought in to lead service transformation post-bankruptcy. He brings a broad range of customer centric Contact Center and Customer Experience strategic leadership, attained in various industries including; banking, logistics, manufacturing, business services, and retail. He has led customer service transformations for both public and privately held companies.
Prior to FTD, John held leadership positions at Avon, Milacron, Fifth Third Bank, Target and Equifax. John was a paratrooper and served 8 years in the US Army as a Captain on humanitarian and combat missions. John is an Advisory Board Member for Execs in the Know, a CX thought leader community. Recently, he was named to the “100 Leaders Transforming Customer Experience”. He holds a Bachelor's degree in History from the Pennsylvania State University.
Adam Rennert
Head of CX and CSO at InflowCX
Adam Rennert is the Head of CX and CSO at InflowCX, an Amplix Company. With over 20 years of experience working for major technology providers, Adam has held various roles in Solution Engineering, Product Management, and Customer Support. In 2013, he co-founded PeakView Communications, a leader in contact center transformation services, where he led the development and implementation of the CCaaS evaluation and transformation process. Currently, Adam continues to lead InflowCX's strategic direction and evolution of their CX offerings and services.
Vache Moroyan
Senior Vice President of Product at Observe.ai
Vache Moroyan is the Senior Vice President of Product at Observe.ai, where he leads the Product and Design teams. With over 20 years of experience in enterprise B2B high-tech startups, Vache has focused on Data, AI, and Machine Learning technologies. He holds a BA in Applied Mathematics from UC Berkeley and an MBA from Santa Clara University. Vache's expertise and innovative approach have driven product excellence and helped Observe.ai stay at the forefront of AI-driven solutions.
Ryan Wang
Co-Founder & CEO of Assembled
Ryan Wang is the Co-Founder and CEO of Assembled, a modern Support Operations platform. Before founding Assembled, Ryan honed his skills in software engineering and operations management at Stripe, focusing on user operations. He holds degrees in economics and statistics from the University of Chicago. A tech enthusiast, Ryan is dedicated to helping businesses run smoother through innovative support operations solutions.
