Speakers

Meet the change agents

Check out our featured speakers from our 2018 conference in London.

Plenary Presenters

Tom Goodmanson

president & ceo — calabrio

Speaker Bio

Tom Goodmanson, president and CEO of Calabrio, has more than 20 years of experience leading fast growing dynamic software and technology companies. Since assuming the CEO position in 2009, Tom is credited with reinventing the company and its culture around a strategy to expand value and reach through new, innovative products, and remarkable customer experiences.

Doug Lang

senior vp of customer success — calabrio

Speaker Bio

Doug Lang, Senior Vice President of Customer Success at Calabrio, oversees Calabrio’s Professional Services, Support Services and Training Organisation. He ensures Calabrio customers are fully supported throughout the entire customer lifecycle, driving customer success and improved time to value. With nearly 25 years’ experience, Doug has built multiple services organisations focused on long-standing customer relationships, and led high-growth companies through the evolution to cloud. Prior to joining Calabrio, Doug was SVP of Business Operations for Arrow System Integration, a leading systems integrator, where he architected a high-impact services organisation of more than 500 people. Prior to Arrow, he held services leadership roles at Cross Telecom and ACT. Doug holds a B.S. degree in Industrial Technology Education.

kris-mckenzie

Kris McKenzie

senior vice president & general manager — calabrio emea

Speaker Bio

Kris McKenzie is responsible for Calabrio’s EMEA operations and go-to-market efforts. He oversees sales, operations, strategic partnerships and customer success. Kris joined Calabrio with more than 20 years’ experience in global enterprise SaaS technology and 14 years of management and sales leadership. Kris brings extensive expertise in helping companies implement solutions to develop a deep understanding of their customers. Most recently, Kris served as Global VP Market Development at SAP Hybris Cloud, where he drove revenue and customer success through long-term corporate alliances, partnerships and other collaborations. Prior to SAP Hybris, Kris was SVP Global Sales at Yieldify where he ran the global sales team across London, New York, Sydney and São Paulo. He also served as the EMEA Regional Vice President, Enterprise Sales for ExactTarget, which was acquired by Salesforce in 2014. Kris holds a B.Sc. degree in Business Information Systems from De Montfort University.

Jonty Pearce

editor — call centre helper

Speaker Bio

Jonty Pearce is the Editor of the UK’s leading contact centre magazine, Call Centre Helper—a publication aimed at those who work in call centres, and at the management of call centres. Jonty’s passion for everything contact centres started in 1990 when he first walked into a contact centre and he proclaims he has been hooked ever since.

Hailing from Newport in Wales, Jonty is widely recognised as one of the leading figures in the contact centre industry and held previous roles at eLoyalty, Lucent Technologies and Avaya. Alongside Call Centre Helper, he is also editor at highly informative Presentation Magazine. Jonty often appears on TV, BBC Radio and in the press, discussing all thing customer experience and has even had a law named after him – ‘The Law of Jonty’ – by Matt Rudd of the Sunday Times.

Call Centre Helper was founded 15 years ago when it started life as an online magazine for the call centre community. Jonty, through his expert knowledge and years of experience, has since built a respected and loyal readership for the publication which is a leader in its sector with over 200,000 monthly readers.

Breakout Session Speakers

Nick-Aspenwall

Nick Aspenwall

implementation technical lead — calabrio

Speaker Bio

Nick Aspenwall is an implementation technical lead concentrating in the design, testing, and implementation of Calabrio’s Workforce Management application. He started at Calabrio in November 2011 in Support Services and moved to Implementation in August of 2013. Nick also works with new and existing customers to review their Workforce environment and provides insight on how to best utilise Calabrio’s WFM solution.

Robin Butterfield

contact center analytics consultant — calabrio

Speaker Bio

Robin has three decades of experience working with technology including data networking, telephony, and enterprise: ERP, CRM, and WFO solutions. After 20 years in product management and marketing, Robin has found her greatest passion in Application and Business Consulting. Four the past 8 years, she has focused on Quality Management and Analytics and has provided consulting services to Fortune 500 companies whose contact centres range from dozens of agents to thousands of agents. Robin has partnered with key stakeholders and contact centre management to provide effective solutions to address business pain points and ensure optimum use of their enterprise solutions resulting in improved customer/agent experience along with increased business performance.

David Evans

solutions engineer — calabrio emea

Speaker Bio

David Evans is a Solutions Engineer at Calabrio with over 20 years of experience in WFO both as a resource planner and consultant. Prior to joining Calabrio, David worked across the full consulting cycle from presales to deployment with a focus on workforce management and interaction analytics. He has extensive experience in uncovering insight through WFO and helping organisations develop best practices. His passion for WFO comes from initially working as a Resource Planning Manager, a role in which he implemented planning functions for a number of UK companies covering Retail, Finance and Telecoms.

Mynhardt Kitshoff

manager professional services — calabrio emea

Speaker Bio

Mynhardt Kitshoff leads the Professional Services team for Calabrio in EMEA. His team is responsible for the full professional services project lifecycle, from implementation and project management, to ongoing future support of our customers’ deployed solutions. Mynhardt has been actively involved with contact centre technology for the past 18 years and most recently joined Calabrio after successfully completing a Calabrio deployment while working for a key global customers with more than 100 locations around the globe.

Rebecca Martin

chief marketing officer — calabrio

Speaker Bio

As chief marketing officer at Calabrio, Rebecca is responsible for lead generation and pipeline marketing, content strategy, customer marketing, and corporate communications. An unflappable veteran of Minnesota’s emerging technology industry with nearly 20 years of experience, Rebecca has been entrusted with millions in venture capital and the formidable task of building lead funnels, and differentiating and positioning entrepreneurial brands. Most recently, Rebecca was director of integrated marketing for Code42—a data protection and security company—where she fueled a content-driven lead-gen strategy, customer engagement/advocacy and communications initiatives. Prior, Rebecca held marketing leadership roles at Trissential, Stellent, and Oracle. Rebecca holds a B.A. degree from the University of Wisconsin.

Richard McElroy

general manager, innovation center & center of excellence for analytics — calabrio canada

Speaker Bio

Based in Vancouver,BC, Richard McElroy leads Calabrio Canada and the company’s Center of Excellence for Analytics, as well as Calabrio’s Innovation Center. He brings over 20 years of high tech and Business Intelligence software industry experience. Richard joined Calabrio with the acquisition of Symmetrics Business Intelligence Solutions Inc. where he was a founder and president. Richard is instrumental in evolving the development and marketing of Calabrio Advanced Reporting – a multi-tiered contact centre Business Intelligence platform that delivers data integration, reporting, analytics and information management capabilities.

Tom van Reeuwijk

solutions consultant — calabrio emea

Speaker Bio

Tom van Reeuwijk is a Solutions Consultant for Calabrio based in the Netherlands. He has worked for nine years as a solutions consultant in the workforce optimisation (WFO) space and also has a background in technical support. Prior to joining Calabrio, Tom worked for an international cloud ACD software company and gained many years of experience with a Dutch telecomm company. Tom’s focus is on building strong relationships with customers and partners to support them throughout the sales process and beyond.

Charlie-Snedden

Charlie Snedden

head of solution engineering — calabrio emea

Speaker Bio

Charlie Snedden leads Solution Engineering in EMEA for Calabrio. Charlie joined Calabrio in 2015, bringing 20 years of contact centre experience and extensive knowledge of workforce management, quality management and analytics. He oversees pre-sales engagements to help customer contact organisations define their planning and quality strategies to deliver great service and customer experience.

Kat Worman

product owner, workforce management — calabrio

Speaker Bio

Kathie “Kat” Worman has been working in the contact center industry longer than she cares to admit! With more than 20 years of experience, Kat has held numerous contact center positions including management, data analysis, strategic operations, and service level planning. Prior to joining Calabrio, Kat was a principal consultant specializing in the implementation of process and applications within the contact center. She has provided consulting services to Fortune 500 companies throughout North America, Europe and Australia. Kat specializes in partnering with key stakeholders and workforce planning teams to deliver unique solutions to contact center challenges.

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