Kristin Guthrie is Vice President, Customer Experience for the Air Transport & Regional (AT&R) Strategic Business unit of Honeywell Aerospace. She is responsible for improving the customer experience, including: customer satisfaction enhancements, communication and sales effectiveness.
Most recently, Guthrie was the Director of Strategic Planning for AT&R’s Marketing & Product Management organization. In this capacity she was responsible for developing the company-wide voice of the customer (VOC), observational voice of the customer (OVOC) and segmentation initiatives. Guthrie evaluated markets and developed strategies to maximize operational income. Her team also incorporated VOC results into sales pursuits and customer service.

Prior to joining Honeywell, Guthrie spent 10 years with Cessna Aircraft Company in Wichita, Kansas. As the Director of Marketing & Sales, she spearheaded the sales and marketing organization for the $650M Customer Service Business.
In addition to building strong relationships with jet buyers, she developed the company logo, tag line and branding, while overseeing marketing campaigns that incorporated direct response, sponsorships, print advertising, PR, eMarketing, social media, search engine optimization (SEO) and other relevant tactics.

Guthrie has received numerous honors and awards, including a Bronze Stevie American Business Award for Aerospace and Defense website creation; Marketer of the Year Award (Aerospace) from the Wichita American Marketing Association; and MarketTools CustomerSat Achievement in Customer Excellence (ACE) Award.

She has a Master's of Business Administration from the University of North Texas and a Bachelor's Degree in Marketing from Kansas State University. Guthrie is both a certified Master Black Belt and a certified SEO Master.

Bill Linehan joined RLHC in February 2014 as Executive Vice President and Chief Marketing Officer. He has more than 25 years of hospitality experience, most recently as Chief Marketing Officer and Managing Director at Richfield Hospitality and Sceptre Hospitality Resources, where he led the sales, marketing and resource management activities surrounding the company's portfolio of hotels and resorts. At Sceptre, Linehan repositioned the company to become a global leader of hotel revenue technologies. Prior to that, he was Vice President of Global Marketing for InterContinental Hotels Group where he established the marketing to re-launch seven IHG brands to the development community. Linehan also previously served as Global Vice President of Marketing, Brand Alignment and Partnerships for Starwood Hotels and Resorts and held sales and marketing positions with both Hyatt and Sheraton.

Ryan Smolkin attended Wilfrid Laurier University in Waterloo, Ontario where he studied and participated in the Business Co-Op Program. As a student, Smolkin established several successful business ventures including a portfolio of rental property investments which he built to over $4 million in assets before selling off all properties in 2004.
After graduating with his Bachelor of Business Administration degree at WLU in 1995, his Entrepreneurial spirit could not be suppressed, and Smolkin established AmoebaCorp, a Graphic Design and Branding company in Toronto, Ontario. With Smolkin as its leader, AmoebaCorp emerged as a Nationally-recognized, industry-leading firm with a client list including Nike, Molson, Maple Leaf Sports & Entertainment, Corus Entertainment, YTV, Sims Snowboards and Nelvana.

As its President and Chief Executive Officer, Smolkin spearheaded and negotiated the merger of AmoebaCorp with John Street Advertising in November 2006. Subsequent to the merger, Smolkin remained with the company for six months during which time he was directly instrumental in expanding the company well beyond all estimates and forecasts before leaving in May 2007.

After enjoying a year hanging out and bonding with his newborn twin boys, Nate and Sam, Smolkin began the development of the Smoke’s Poutinerie Franchise, building an entirely new QSR experience and a whole new food category. Smolkin is very proud to state that The World’s Original & Largest Poutinerie was the spark that ignited the Global Poutine trend!

As Founder and Chief Executive Officer, Smolkin’s primary goal has always been to bring Canada’s National Iconic dish to the rest of the World in an original and unique way and to ultimately achieve GLOBAL DOMINATION! With Smolkin at the helm, Smoke’s Poutinerie has been growing at an astounding fast pace and has been recognized within the industry by receiving a number of prestigious accolades, such as the Pinnacle Award for Company of the Year from Food Service & Hospitality Magazine, the Hospitality Award for Fastest Growing Company in Canada and the CFA Franchisees’ Choice Designation and Award of Excellence.

There is absolutely no slowing down this exceptionally devoted Entrepreneur! Smolkin takes pride in all of his achievements; leading the Smoke’s Poutinerie Brand into its success as a Global Poutine Empire and opening over 100 locations Coast to Coast in Canada in just 6 short years, definitely tops his list to date! Smolkin and his team have been primarily focused on Smoke’s Poutinerie’s expansion into the US and International Markets as well as building upon the newly introduced Sports & Entertainment Division. What’s up next for Ryan Smolkin?! He’s been secretly researching and developing multiple possible brand extensions, two of which he recently launched – Smoke’s Weinerie and Smoke’s Burritorie.

John Yesko is a veteran user experience and creative professional with a background in interaction design, information architecture, and visual design. He is currently Senior Director of Customer Experience at Walgreens Digital in Chicago, focused on the experience on company websites, in-store interfaces, and mobile applications. He manages a 50+ team of professionals across the end-to-end digital design continuum - user research, user experience design, visual design, and content/production. John previously led user experience for several top agencies and consulting firms. 

Allen joined USAA in 1999 and is responsible for digital experience across digital properties in the Property and Casualty company.  He has designed and implemented service and experience strategies, personas, and prioritization frameworks. He spearheaded enterprise-wide business planning teams to enhance customer focus, integrate customer behavioral data and sequence and streamline  planning and decision making.
Previously Allen led teams in Experience Strategy, Integrated Marketing and Digital Publishing.  With over 20 years of design experience, Allen has established and led organizations, with a focus on enhancing engagement and simplifying experience while maintaining a 95% customer satisfaction rate.  Notable achievements include several usaa.com and mobile redesigns and the launch of USAA’s iPad app. 
Allen has over 15 years of financial services experience with USAA. He has held various roles in Channel Management, Digital, Marketing and Strategy.

He holds a BA in English with the University of Texas at San Antonio.

Tom Asacker, a popular speaker and acclaimed author, is recognized by Inc. Magazine, M.I.T., and Y.E.O. as a past member of their Birthing of Giants executive leadership program. He is a former General Electric executive, recipient of the George Land Innovator of the Year Award, and a former high-tech business owner. Asacker has been a strategic adviser to startups and Fortune-listed companies. He is the author of critically acclaimed books including his latest, The Business of Belief. Visit tomasacker.com to learn more.

Lynn Skoczelas is the chief experience officer for Sharp HealthCare, a fully integrated health care system in San Diego and home to The Sharp Experience.   As chief experience officer, Lynn is responsible for system-wide leadership strategy, design, engagement and implementation of Sharp’s organizational improvement initiative that aims to transform the health care experience for employees, physicians and patients.  She also provides leadership for The Sharp University, a “corporate university” created to provide leadership development for leaders and physicians and team member engagement.

Lynn has been a member of the Sharp HealthCare team since 1997 and has served in several leadership roles within the organization including clinical and the organizational culture.  Lynn has been directly involved with the work of The Sharp Experience since its inception in 2001.

Lynn holds a Bachelors of Science in Nursing and a Master of Business Administration from the University of Phoenix.

Kim Loftis is the Chief Customer Officer for Plum Lending. Kim leads the client engagement and relationship strategy, and drives all efforts of Plum to innovate and deliver a consistently exceptional client experience. Prior to Plum, Kim spent 13 years in wealth management with the Private Bank at J.P. Morgan, providing tailored investment solutions for hedge fund principals, Wall Street executives and multi-generational affluent families. Kim graduated magna cum laude from Texas A&M University with a B.S. in Psychology and minor in Business. 

Graham Rossini enters his ninth season with the D-backs and fifth as Vice President, Special Projects & Fan Experience. In this business development capacity, Rossini manages the relationships between the D-backs and several key business partners. He oversees the club’s retail and Authentics business, baseball outreach efforts, Spring Training business operations, Alumni Association, the renovation and sustainability planning of Chase Field and serves as the club contact for all MLB special events.

Rossini and his team have worked closely with Levy Restaurants & Retail Group on many recent enhancements to the D-backs decorated fan experience. The entire ballpark retail footprint was redesigned to include state-of-art payment technology and walk-in concept shops. Additionally, several new food concepts were added, including specialty locations that feature craft beer, innovative desserts, local food brands and food trucks.

Rossini also oversaw the design, construction and business planning of Salt River Fields at Talking Stick, the D-backs’ award-winning Spring Training complex. The facility opened in 2011 and was a finalist for Sports Facility of the Year from the Sports Business Journal, achieved LEED-Gold certification and holds the top five all-time Spring Training attendance records.

Rossini graduated cum laude from ASU’s W.P. Carey School of Business with a degree in Business Management in 2002 and a Masters of Business Administration with an emphasis on leadership in 2011. He is a member of the St. Vincent de Paul Vinnies, ASU National Alumni Council, Green Sports Alliance, and was recently selected to Phoenix Business Journal’s 40 Under 40.

Tony Drummond is Vice President, Customer Experience at Manheim, the world’s leading provider of vehicle remarketing services.  His responsibilities include operationalizing the voice of the customer through experience design, delivery and measurement in a high-touch and increasingly digital B2B auction environment.  Prior to joining Manheim, Tony was Associate Partner, IBM Global Business Services, where he provided customer-centric business transformation advisory services to clients in the Media, Entertainment and Telecommunications industries.

Global Customer Experience Center directing. I have led contact center, online experience, voice of the customer and supporting operations at Bose over the last 15 years. Prior to that, I led the turn around of a direct seller of wine - Geerlings and Wade as Director Marketing and Sales. Prior to that I was manager of marketing operations at Disney for a start up operation

Jennifer has served in dedicated Voice of the Customer and Customer Experience roles for 8 years, and was recently one of 6 customer experience practitioners globally who were recognized with the 2015 CX Impact Award .  She is the program owner of Activision’s Voice of the Gamer program and manages the company’s Customer Service Analytics team.  Previously Jennifer held titles of Sr. Program Manager, Global Client Experience for Cornerstone OnDemand, and Customer Experience Program Manager for the Business of Law Software Solutions division of LexisNexis.   Her expertise is in organization-wide Enterprise Feedback Management efforts  including CSAT, Net Promoter, Customer Effort Score, Closed Loop Feedback, and Client Advisory Board programs. Jennifer places a heavy focus on process redesign and foundational work enabling trustworthy data and actionable insights, as well as on fostering a client-centric culture by way of storytelling and socializing the Voice of the Customer.

Tracy Paterson is the Head of Customer Experience at moo.com, an award-winning print and design company specializing in premium business stationery and promotional materials.   Working closely with cross functional teams representing diverse business disciplines, she is responsible for making sure MOO’s customers receive experiences that are “Yay!” worthy.  Throughout her career she has held a broad range of roles within services, sales, and project management—developing a customer-centric focus along the way. 

Kevin Gibson is the Director of Consumer Experience for Humana’s Retail direct to consumer business (Medicare, Medicaid and the Affordable Care Act).  He is responsible for creating dialogue around and defining the culture, systems and processes that allow Humana to better understand the consumer, help the consumer achieve his/her best health and make things easy for the consumer.  He is also responsible for enhancing consumer communications to drive trust, build confidence, and lead to positive behavior changes with the consumer’s health. He is a seasoned consultant and process improvement leader with experience managing the implementation of complex process, technology and consumer experience initiatives within the health insurance industry. He joined Humana in 2000 and has held a variety of positions focused on improving how Humana operates.  Most recently he designed and implemented the end to end experience for all consumer who enrolled in individual health insurance through the Affordable Care Act, also known as Healthcare Reform.

John Corrigan is Vice President of Customer Experience at ACT in Iowa City and is responsible for developing new customer-facing solutions designed to better serve millions of students, educators and educational institutions with personalized experiences.  Mr. Corrigan’s CX organization at ACT includes teams focused on user experience, customer journey mapping, new reporting concepts, customer metrics, web-based solutions, social business models, service design and design thinking.  Prior to joining ACT and entering the not-for-profit sector, Mr. Corrigan spent more than 20 years in the technology industry working for a combination of large and small software and consulting services companies ranging from the global consulting firm Accenture to innovative start-ups in Austin, Texas.  Mr. Corrigan has worked with a variety of technology products and services spanning fields such as cloud-based systems, mobile applications, enterprise software and business intelligence.  Mr. Corrigan has been a keynote presenter at Salesforce.com’s Dreamforce conference, served as a panelist at SXSWedu, presented at Social Media Week and has been quoted in major business publications such as Forbes Magazine.  He earned a B.A. degree at Drake University and M.S. degree from Northwestern University.  

Mary Proc is the Vice President, Customer Service of GO Transit, and was recently named “Outstanding Woman of the Year” by the North American-based League of Rail Industry Women.   She has 700 staff located in 64 GO locations, including Union.   She develops the customer service strategy for GO, as well as giving support to PRESTO and Union Pearson Express.  She oversees station operations, transit safety, and customer care.  Mary worked for eight years for CIBC, as well as two years for Canadian Airlines.  She is a graduate of McMaster University.  She lives just northwest of Toronto (and takes GO Transit to work every day).

Virginie Glaenzer is a sales and marketing executive with over 25 years experience in the U.S. and international markets. A seasoned business expert in SAAS and new technologies, she has been instrumental in the founding of two software start-ups and is an established authority in social media, mobile, and digital marketing.

Through the development and execution of highly successful integrated communication channel plans and platforms, she is a leader in traditional and non-traditional marketing strategies with a strong emphasis on social media and mobile. She is devoted to sharing her passion for growth hacking and agile marketing strategies to create the next generations of customer experiences.

Virginie holds a master’s degree from HEC Paris (Ecole des Hautes Etudes Commerciales), one of France’s top three business schools.
After spending 17 years in Silicon Valley, Virginie moved in 2012 to New York City with her husband and three daughters.

Virginie is also the author of the eBook Awakened Brands: Five Steps for Creating an Awakened Brand by Tapping into the Consciousness Revolution.

Daniel Moure is chief marketing officer (CMO) of PureFormulas.com, where he oversees marketing programs, brand management, social media, public relations user experience, content strategy, agency relationships, and corporate sponsorships. During his tenure at PureFormulas, Moure’s leadership has strengthened existing partnerships and developed new ones that have enhanced both the company’s revenue and customer base, including new partnerships with NetSuite and Oracle. In 2014, Moure teamed both marketing and technology departments at PureFormulas to launch a new and improved, in-house designed pureformulas.com, featuring state-of-the-art personalization technology.

Prior to joining PureFormulas in 2012, Moure spent a decade at Univision Communications Inc. as VP of Account Management and Interactive Strategies. There he led the development and implementation of multiple award-winning interactive strategies for some of the biggest advertisers in the space. Before Univision, Daniel spent time as marketing manager at Yupi.com (now msn.latino.com) and regional account manager at Young & Rubicam Latin America, where he serviced clients from some of the world's leading brands, including Colgate-Palmolive, United Airlines, Texaco, Philip Morris, and Kraft.

Throughout his career, Moure has garnered countless awards, including Cannes Lions, Clio, Webby, and Fiap. Having served on some of the most recognized committees and boards in the industry, he currently sits on the CMO Council of the National Retail Federation, an invitation-only global network of marketing executives. He holds a bachelor of arts in communications and psychology from Loyola University of New Orleans.

Janet Godwin, Chief Operating Officer, is a 24-year veteran of ACT.   In her role as COO, Godwin leads the development of ACT's strategic plan and coordinates operational activities to ensure that disciplined practices are in place to execute on and track progress toward organizational goals.
 
Godwin has held roles in a variety of departments at ACT, including test development, information technology, operations and the CEO's office. She holds a master's degree in English from the University of Iowa, has done graduate work in Instructional Design and Technology and is a graduate of the Advanced Management Program at Wharton School, University of Pennsylvania.  Godwin enjoys spending time with her two children and golden retrievers.

Nicole Schwartz is VP of Marketing at Sprinkles, the world’s first cupcake bakery, where she oversees the company’s marketing, PR and sales teams.  Harnessing her passion for cupcakes and customer service, she launched Sprinkles’ social media efforts in 2006 and continues to craft content for its 51 Facebook, Twitter and Instagram accounts.  Cited by Facebook’s Sheryl Sandberg as a leader in small business using the platform, Sprinkles’ social media pages boast over 1.5 million followers.  Nicole is a graduate of UC Berkeley and is currently an MBA candidate at UCLA’s fully employed program.  Her favorite Sprinkles Cupcake is Peanut Butter Chip.

Executive with over 15 years of experience in Customer Experience Management, Marketing and Corporate Strategy in Latin America. 2015 CXPA Innovation Award Winner. Certified in Customer Experience Management by Strativity Consulting (USA), in Customer Focused Organization by Kellogg School of Management (USA) and Customer Journey Mapping by Temkin Group (USA). 

Leigh-Anne has worked at the American Cancer Society (ACS), an $850M cancer fighting organization, since 2005.  As Senior Director of Customer Experience and Integration, she is focused on creating a customer-centric organization by focusing on the following disciplines -- customer understanding and insight, leadership and accountability, customer care excellence, culture and measurement.  

Paul Quinn is Head of Claims Customer Experience for Farmers. He joined the company in 1977 as a multi-line claims representative, and moved through a number of field claims handling and managerial roles for the next ten years, before moving to the Los Angeles Home Office in 1988 as Commercial Liability Claims Manager.

A year later, Quinn moved to Phoenix as Regional Claims Manager, and in 1991, to Simi Valley, Calif., in the same role. After consolidating the Simi Valley and L.A. Claims regions, he led Farmers’ highly effective response to the 1994 Northridge earthquake, overseeing the swift, customer-focused handling of more than 37,000 claims.

Quinn then took on a number of leadership roles, including National Director of Property Claims, Actuarial Director of Forecasting and Research, State Executive Director in Indiana, and leader of Property Claims’ East Zone, before returning to California in 2008 as an assistant vice president in Claims.

As Head of Claims Customer Experience, Quinn is responsible for driving positive customer experience in all claims interactions, and for communicating both internally and externally about Farmers’ service to claims customers.

Brian is the Director of Seller Experience at eBay where he has served for over 15 years in a variety of roles, all with an emphasis on customer experience. In his current role he is responsible for outbound communication to sellers on product and other changes to eBay and for gathering seller insights in order to inform future product decisions with the goal of enhancing the seller experience on eBay. 

Dan Weisman is the Head of Online Retail at Ministry of Supply. He views his role as the intersection of customer experience, design, and sales. It's a 6-way intersection with no traffic light, so he's been working on installing a rotary to simplify the flow of traffic. (After all, he learned to drive in Boston.) When he's not writing humorous bios, he enjoys talking to his dog. When the dog is not around, he enjoys talking about his dog.

Charbel Abou-Rached is the Customer Service Advisor for Cirque du Soleil’s touring shows and corporate headquarters. Combining over 10 years of experience in customer service, ticket sales and event management, Charbel is responsible for delivering best-in-class customer service to Cirque du Soleil clients through in-house channels and outsourced vendors. He has successfully lead an initiative to ensure the company’s brand model is transmitted in each and every contact through the Contact Centres. His passion for live entertainment and for Cirque du Soleil drives his focus on delivering the optimal customer experience.   

Carol is Director, Executive Relations for Verizon. She is responsible for VOC and delivery of process and policy changes to improve the customer experience. She is a certified Black Belt, certified Work Out Planner and Playing to Win Strategy Facilitator. Carol holds a Bachelor degree from the University of Michigan and a Master in Business Administration from the University of South Florida. She is a member of the Customer Experience Professionals Association and the Social Media Marketing organization. Carol is based out of Verizon's corporate headquarters in Basking Ridge, N.J.

Jana established her career in market research at TrendSource where she currently serves as the Vice President, Client and Consulting Services. She joined TrendSource in 2003 at an entry-level position in Operations and has since served in almost every position in the company across Operations, Sales, and Marketing. This experience has allowed her to learn a great deal about the role of leadership in different roles and the importance of each function when driving corporate strategy. At TrendSource, she supports Fortune 500 companies with major change initiatives that require a data-driven approach from inception to completion. Her experience doing this provides her with a unique perspective and expertise about the role of market research in strategy formulation and execution.

Lily is a VoC expert and leads business development for Usabilla US. As part of one of the fastest growing VoC solutions she aims to humanize the feedback process through advocating personalization and context in gathering user feedback. Responsible for establishing Usabilla in three countries, she's well-versed in the VoC world and is changing the way the US's largest websites engage with their users. 

Duff Anderson is a visionary in digital Voice of the Customer research with over 20 years’ experience. As Senior Vice President and Co-Founder of iPerceptions, Duff is responsible for providing expert advice to organizations on how to gain a competitive advantage across the digital customer lifecycle and become more customer-centric. During his time at iPerceptions, Duff has touched on all facets of the company including managing research and development. Prior to iPerceptions, Duff was Director of Development at Capability Snapshot where he led the transition from hard copy scanning and telephone-based surveying to online surveying. Duff is a featured speaker and contributor on the subjects of digital analytics, marketing technologies and the customer experience