Navigating the Customer Experience

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Leslie Pagel is the Chief Evangelist of Authenticx - a conversation analytics company dedicated to improving the way healthcare companies engage with patients. In this role, she creates awareness across the healthcare industry of more efficient and effective ways for healthcare organizations to deliver on their customer objectives.

With over two decades of working with customer experience teams, Leslie helps clients actualize the voice of the patient to show how these voices prompt meaningful action.  

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Tom Martin is the CEO at Glance, a CX and contact center strategist, product lifecycle expert, and partnership builder. Tom has led Glance through a successful “pivot,” transitioning from a small business screen share tool to a provider of omnichannel visual engagement solutions for some of the largest enterprises in the world. 

Since that pivot, Glance has experienced multiple years of 70% year on year growth. Prior to joining Glance in 2013, Tom spent over a decade at Verizon building and managing strategic partnerships. Outside of the office, Tom is an avid backcountry skier, mountaineer and competitive cyclist.

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Joey Coleman helps companies keep their customers and employees. As an award-winning speaker, he shares his first 100 Days® methodology for improving customer and employee retention with organizations around the world, for example, Whirlpool, Volkswagen Australia and Zappos.  

His Wall Street Journal #2 best-selling book, Never Lose a Customer Again: Turn Any Sale into Lifelong Loyalty in 100 Days, shows how to turn any sale into a lifelong customer. And his upcoming book,

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Randy Mercer is an omnichannel product content expert with over 15 years of industry experience. He leads 1WorldSync’s global product management and solution architecture teams, aligning the company's portfolio with current customer needs and emerging market trends.

A frequent commentator for national and trade media outlets covering retail and e-commerce news, Randy leverages his extensive background in item and data content alignment, e-commerce application development and solution designed to guide 1WorldSync’s strategic product roadmap and vision. 

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•  Now, could you share with our listeners a little bit about your journey? How it is that you got from where you're coming from, to where you are today?

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Peter Mullen brings more than two decades of marketing leadership to his role as Interactions’ CMO. Previously, he was Senior Vice President of Marketing at Payactiv, where he led customer success marketing, lead-gen programming, customer acquisition, product marketing and more. 

Prior, he held prominent marketing and communications roles at VXI Global Solutions, Comcast and Netflix.

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Eric Melchor is a mediocre tennis player, Texas, expat living in Romania and Partnerships & Evangelists for OptiMonk. With over 600 5-star review and powering more than 30,000 brands, our mission is to empower the average online business with Amazon-like personalization superpowers. How? 

By giving brands the power to use AI to create better headlines, product descriptions and run A/B tests to tailor the product page and shopping experience - on autopilot. Thus, saving you hundreds of manual hours while your conversions increase in the process.  

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•  Could you share with our listeners a little bit about your journey, we always like to hear from our guests in their own words a little bit about how they got to where they are today.

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Declan Ivory Intercom’s Vice President of Customer Support is an experienced senior leader with a passion for building and developing high-performing teams and applying digital technologies to support organizations through major business transformation.  

Prior to sharing his operational expertise and strong leadership to support the growth of Intercom’s customer support team, over the last 10 years, Declan has held senior support leadership roles with Amazon Web Services, Tableau Software and Google Cloud.  

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Nathan Yeung is an experienced marketing strategist with over 10 plus years of expertise in advising B2B businesses. Throughout his career, Nathan has helped numerous companies build their marketing teams from scratch, delivering successful go-to-market deployments and launching new products into the market.  

Nathan's diverse background brings a unique perspective to the marketing world. Trained in marketing, he has also worked in finance and management consulting, providing him with a comprehensive understanding of business operations and strategy. Nathan's ability to think outside the box has helped his clients to stand out in their industries, and his expertise has been recognized by numerous organizations over the years. 

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Rich Edwards is the CEO of Mindspan Systems, helping community financial institutions transform themselves with data driven strategies and technologies. Community banks and credit unions have incredibly strong connections with their local customers when they're in the branch, Rich's expertise is crafting customer experiences to strengthen these relationships outside the branches walls. 

After serving as a captain in the US Army, Rich went on to IBM spending over 20 years working with financial institutions on Wall Street and across the world. As the Product Management Lead overseeing the launch of the IBM Watson Developer Cloud, he helped financial service firms leverage market leading analytics, AI, and machine learning approaches, which is so relevant in this time that we're operating in.

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John Livesay, aka The Pitch Whisperer, is an incredible keynote speaker. His TEDx talk: “Be The Lifeguard of Your Own Life” has over 1,000,000 views and was featured in Larry King’s Show. He has an innate ability to motivate company's sales teams to turn mundane case studies into compelling case stories so they win more new business. From John's award-winning career at Conde Nast, he shares the lessons he learned.

Best-selling author and creator of the online course “Revenue Rockstar Mastery.”