The Future of Global CX and BPM

From October 5 to October 9, 2020

Digital Experiences Reignited

After five exciting and successful hybrid events, we are thrilled to announce the sixth edition of the Leader Insights Forum. This time, it’s entirely virtual! 


Why Attend:

With the topic Digital Experiences Reignited, expect a full week of insightful discussions around innovation, digital transformation, customer experience, people management, and various industry-related issues.


Diverse, multicultural, and industry-driven conversations

Agenda based on key CX industry topics

Global event with multiple sessions covering key time zones

Renowned keynote speakers, discussing a variety of themes

Agenda

Oct 8:

11 am - 1:10 pm (Miami)

5 pm - 7:10 pm (Paris)

The Offer You Can't Refuse


Steven Van Belleghem

Keynote Speaker

Oct 9:

10:30 am - 11:15 am (Paris) 

11 am - 11:45 am (Miami)

5 pm - 5:45 pm (Paris)


Digitally Transformed Operations


Afzal Khanani

Oct 6:

11 am - 1:15 pm (Miami) 

5 pm - 7:15 pm (Paris)

Oct 7:

10:30 am - 12:45 pm (Paris) 

Embracing Change for Long-Term CX Success


Tricia Thomsen

Jason Weaver

Oct 7:

11 am - 1:15 pm (Miami)

5 pm - 7:15 pm (Paris)

Oct 8:

10:30 am - 12:45 pm (Paris) 

Punk CX


Adrian Swinscoe

Keynote Speaker

Oct 5:

11 am - 1:20 pm (Miami)

5 pm - 7:20 pm (Paris) 

Oct 6:

10:30 am - 12:50 pm (Paris) 

Kristin Embury

Dekyi Boorsma

Punk CX

Synopsis

Punk exploded out of progressive rock with its intense, back-to-basics approach that inspired both a cultural and musical movement that changed people’s entire mindset.

Given that many reports suggest that around 70% of customer experience projects fail to deliver on their promises, Adrian shares a daring perspective on what a punk rock version of CX would look and feel like.

Speakers

  • Adrian Swinscoe, Keynote Speaker and Author



Session time options (45' session):

  • October 5 - 11:00 am (Miami time) | 5:00 pm (Paris time)
  • October 6 - 10:30 am (Paris time) | 4:30 pm (Hong Kong time)

Keynote Session: Adrian Swinscoe

Roundtable - CX: Netflix and Uber

Amazing CX:

Synopsis

In a fiercely competitive world, the difference between keeping and losing a customer can come down to one single interaction with your brand.

In this keynote session, you will hear from two leading, global brands on how they remain competitive and aim to delight their customers – whenever and wherever they interact with their customers ¬ across channels, services, geographies, and customer segments.


Speakers

  • Lisa Stoner, Global Head of Support Operations, Uber
  • Kristin Embury, Vice President, Customer Service, Netflix
  • Dekyi Boorsma, Director of Customer Services, EMEA, Netflix
  • Miranda Collard (Moderator), Chief Client Officer, Teleperformance

Session time options (45' session):

  • October 5 - 11:50 am (Miami time) | 5:50 pm (Paris time) 
  • October 6 - 11:20 am (Paris time) | 5:20 pm (Hong Kong time)

Building Amazing Customer Experiences at Scale

Digital Convenience:

Synopsis

Digital transformation is recommended to delight customers regardless of cost and return, implying that, the more you invest, the greater the financial return. This relationship, however, is much more complex.

Join BCG's experts as they discuss how financial service organizations can strike the right balance between digital convenience and customer expectations, while also considering what makes sense from a financial perspective.


Speakers

  • Christophe Duthoit, Managing Director and Senior Partner, BCG
  • Bharat Poddar, Managing Director and Senior Partner, BCG

Case Study - Financial Services: BCG (Boston Consulting Group)

Session time options (30' session):

  • October 5 - 12:35 pm (Miami time) | 6:35 pm (Paris time)
  • October 6 - 12:05 pm (Paris time) | 6:05 pm (Hong Kong time)

Managing CX in a Digital Age for Financial Services

Reignition?

Synopsis

As the COVID-19 pandemic continues to impact global economies, HSBC’s expert on Emerging Markets will provide economic insights, projections for 2021, and a look at the political challenges that lay ahead.


Speaker

  • Paul Mackel, Head of Global Emerging Markets FX Research, HSBC


Keynote Session - Economy: HSBC

Session time options (45' session):

  • October 6 - 11:00 am (Miami time) | 5:00 pm (Paris time)
  • October 7 - 10:30 am (Paris time) | 4:30 pm (Hong Kong time)

Economic Outlook for 2021

Digitally Transformed Operations:

Synopsis

The current times have forced a sudden and accelerated need for digital transformation and integrated business services, where the customer’s needs and experiences are front and center in the entire business operations. Join our banking experts as we discuss why digital transformation and automation in operations is the way forward for business resilience and higher productivity. 


Speakers

  • Afzal Khanani, Head of Retail Operations, Abu Dhabi Islamic Bank
  • Rupa Ramamurthy (Moderator), Executive Vice President – Banking Operations, Teleperformance

Case Study - Digital Transformation: ADIB (Abu Dhabi Islamic Bank)

Session time options (30' session):

  • October 6 - 11:45 am (Miami time) | 5:45 pm (Paris time) 
  • October 7 - 11:15 am (Paris time) | 5:15 pm (Hong Kong time)

The New Norm

Data Storm:

Synopsis

The COVID-19 pandemic has accelerated the collection and use of data in unprecedented ways.

When we step back from this flurry of digital activity triggered by the global crisis, we are left wondering how this will forever change the way we look at data. How will the use of data continue to evolve, and what does the “new normal” look like for privacy practitioners, organizations, regulators, policymakers and entire societies.


Speaker

  • Bojana Bellamy, President, Centre for Information Policy Leadership


Keynote Session – Data Security & Privacy: Bojana Bellamy

Session time options (30' session):

  • October 6 - 12:15 pm (Miami time) | 6:15 pm (Paris time)
  • October 7 - 11:45 am (Paris time) | 5:45 pm (Hong Kong time)

Privacy in the New Normal: Data Trends, Regulatory Challenges, and Digital Responsibilities

Power to the People:

Synopsis

Traditional business transformations are challenging. Digital transformations are even more complex. Academic research suggests that roughly 70% percent of them fail. But the results from Dropbox customer service transformation point to investment in people, not just technology, as key to unlocking the digital transformation opportunity.

Speaker

  • Lewis Taylor, Global Head of Support, Dropbox
  • Athina Karahogiti (Moderator), EVP Strategic Account Management, Teleperformance


Case Study – Transformation: Dropbox

Session time options (30' session):

  • October 6 - 12:45 pm (Miami time) | 6:45 pm (Paris time) 
  • October 7 - 12:15 pm (Paris time) | 6:15 pm (Hong Kong time)

The “How” of Transformation

Keynote Session - Inclusion: Tatiana Quaife

One People:

Synopsis

Diversity and Inclusion-focused initiatives are no longer just HR-led, feel-good exercises. In today’s modern marketplace, diversity has been embraced as a strategic business imperative. Join Tatiana as she shares her experience navigating corporate America as a female from a minority group, and key lessons learned in creating a culture of diversity, inclusion and true belonging.


Speaker

  • Tatiana Quaife, Director, Marketing Strategy, Disneyland



Session time options (45' session):

  • October 7 - 11:00 am (Miami time) | 5:00 pm (Paris time) 
  • October 8 - 10:30 am (Paris time) | 4:30 pm (Hong Kong time)

Equality, Diversity and Inclusion at Work

Evolving Behaviors:

Synopsis

For the first time in human history, we have five generations living, working, and quarantining simultaneously. So, how will the pandemic impact these five, coexisting generations when it comes to customer behavior and customer service?

Backed by seven years of customer insights expertise, the Teleperformance CX Lab will share their latest industry analysis, and offer projections for what lies ahead in the “new normal”.


Speakers

  • Marina Netto Campos, Global Head of CX Lab & Strategic Sales Support, Teleperformance Group
  • Monica Spigner (Moderator), Executive Vice President, Business Transformation for English World, Teleperformance


Case Study – CX Research: CX Lab

Session time options (30' session):

  • October 7 - 11:45 pm (Miami time) | 5:45 pm (Paris time)
  • October 8 - 11:15 am (Paris time) | 5:15 pm (Hong Kong time)

What Lies Ahead for CX

From Adapting to Adopting:

Embracing Change for Long-Term CX Success

Synopsis

Widespread, global lockdowns caused demand for food delivery services to spike. Fortunately, Grubhub was ready. Already using an agile delivery model, they transitioned their full workforce to work-at-home in record time – while hiring hundreds more. With KPI improvements across the board, they’ve decided to remain remote. So, what’s next? Always innovating, Grubhub is already refining operations and optimizing their remote workforce with TP’s Cloud Campus model. Tricia and Jason will share lessons learned, best practices, and their plans for the future.

Speakers

  • Tricia Thomsen, Director of Care, Grubhub
  • Jason Weaver, Director of Care, Grubhub
  • Erin Broecker (Moderator), Director, Global Strategy, Teleperformance


Roundtable – Waha: Grubhub

Session time options (30' session):

  • October 7 - 12:15 pm (Miami time) | 6:15 pm (Paris time)
  • October 8 - 11:45 pm (Paris time) | 5:45 pm (Hong Kong time)

Engage, Innovate, Compete:

Synopsis

In this session, we will look at the payments landscape, including how disruptive financial solutions are influencing and changing customer preferences and needs.

We will analyze the customer/merchant journey to identify opportunities to digitize experiences. Our expert panel will discuss the future of financial services, including how automation will complement human experiences, and how to innovate as digital, P2P, and customer experience all begin to converge.


Speakers

  • Matt Bochenek, Chief Operating Officer, Avant
  • Mamta Rodrigues (Moderator), Divisional President BFSI, Teleperformance


Roundtable – Fintech: Avant, Synchrony Financial

Time of session (30' session)

  • October 8 - 11:00 am (Miami time) | 5:00 pm (Paris time) | 11:00 pm (Hong Kong time)

FinTech’s CX Imperative Going Forward

E-commerce Disrupted:

Synopsis

Rising internet and mobile penetration have changed the way people communicate and do business. E-commerce, heavily placed on the internet and mobile phone revolution to fundamentally rework the way businesses reach their customers, continues to grow at a significant compound annual growth rate (CAGR). Doing business in a volatile, uncertain, complex, and ambiguous (VUCA) environment is challenging for any player. Making the right decisions in times of uncertainty demands new business strategies.

Speakers

  • Samdani Basha, Head of CX Design and Operations, Flipkart
  • Bireswar Singh (Moderator), MD - India Domestic, Teleperformance


Case Study - New Economy: Flipkart

Time of session (30' session)

  • October 8 - 11:30 am (Miami time) | 5:30 pm (Paris time) | 11:30 pm (Hong Kong time)

Navigating in a Volatile, Uncertain, Complex, and Ambiguous (VUCA) World

Buyers Rule:

Synopsis

The world of B2B and B2C sales has changed dramatically in recent months. Consumers have more options than ever before, digital sales are exploding, and face-to-face selling has halted. However, one thing that has not changed – a strong focus on RPC and LTV.

So, we will share insights, lesson learned, and best practices for convincing today’s prospects to buy, increasing wallet share, and ensuring repeat business.


Speakers

  • Jeffrey Myers, Vice President and General Manager Customer Care, SiriusXM
  • Michael Aronowitz, EVP Digital Sales & Strategy, Teleperformance
  • Amit Shankardass (Moderator), EVP Market Engagement, Teleperformance

Case Study – Sales: SiriusXM

Time of session (30' session)

  • October 8 - 12:00 pm (Miami time) | 6:00 pm (Paris time) | 12:00 am (Hong Kong time)

Selling in a Hyper-Competitive Environment

Uncharted Territory:

Synopsis

Hosting the largest online commerce and payments ecosystem in the region, with more than 166 million users and 4,000 searches per minute on their Marketplace, Mercado Libre is leading the Latin American market.

In this session, Mercado Libre’s team of CX experts will discuss key, disruptive changes in the E-Commerce industry, and how to navigate the “new normal”.


Speakers

  • Fernando Garcia, Customer Experience Director, Mercado Libre
  • Marcio Ap de Souza, Customer Experience Director, Mercado Libre
  • Gabriel Codesal, First Party Senior Director, Mercado Libre
  • Gustavo Mir (Moderator), CCO Ibero Latam, Teleperformance

Roundtable – E-Commerce: Mercado Libre

Time of session (40' session)

  • October 8 - 12:30 pm (Miami time) | 6:30 pm (Paris time) | 12:30 am (Hong Kong time)

Understanding E-Commerce Challenges in an Unpredictable World

The Offer You Can't Refuse

Synopsis

As a company, how can you help consumers’ dreams come true and eliminate the obstacles in their day-to-day lives?

Today, companies have the opportunity to help customers overcome concrete, real-world problems such as climate, healthcare, government issues, and mobility challenges. 

To succeed in the next decade, it will become more critical than ever for companies to play an active role in consumers’ lives by helping to solve tangible social issues while striking the right balance between automated and human interactions.


Speakers

  • Steven Van Belleghem, Thought Leader on the Transformation of Customer Relationships 



Keynote Session - Innovation: Steven Van Belleghem

Session time options (45' session):

  • October 9 - 10:30 am (Paris time) | 4:30 pm (Hong Kong time)
  • October 9 - 11:00 am (Miami time) | 5:00 pm (Paris time)

About the Leader Insights Forum

Organized and curated by Teleperformance (CAC40, TEP:FP Paris), the Leader Insights Forum is an invite-only, exclusive event that has been bringing together high-level attendees from over 30 countries since 2017.


Its previous editions, held in cities like Berlin (2017), Amsterdam/Dubai and Dublin (2018), and Barcelona and Paris (2019), had the honor of hosting renowned speakers from LinkedIn, BT, BNL-BNP Paribas Group, Supercell, Sure Petcare, Manpower Group, and Ember Real Results.




The last edition of the Leader Insights Forum gave our attendees a taste of the “High-Tech, High-Touch” approach to customer experience in an event filled with surprises and networking celebrations! 

Customer Experience at the very heart and soul of Disneyland® Paris! 

Meet Our Amazing Speakers

Adrian Swinscoe,

Keynote Speaker and Author


Adrian Swinscoe is a best-selling author, Forbes contributor, speaker, and advisor on all things related to customer service and experience. He has been growing and helping develop customer-focused business, both big and small, for over 25 years.

Lisa Stoner, Global Head of Support Operations, Uber

Lisa Stoner is a seasoned executive with an extensive track record operating and scaling rapidly-growing, highly global, technology-enabled organizations. She has served as the Global Head of Support Operations for Uber Technologies (NYSE: UBER) since January 2018. In this role, she is responsible for the Community Operations global outsourcing strategy, procurement and invoicing, workforce planning, learning and development, quality assurance, and vendor management.

Kristin Embury, Vice President, Customer Service, Netflix

Kristin’s 30+ year career in the customer service industry began as an entry-level call center agent, and has since included various leadership roles in strategic planning, operations management, learning and development, global sales and account management. In 2014, Kristin joined Netflix where she currently oversees all customer service functions including site strategy, operational performance, workforce management, learning and development, escalations, and customer service technology.

Dekyi Boorsma, Director of Customer Services, EMEA, Netflix


Based out of Amsterdam, The Netherlands, Dekyi has been part of the Netflix team for the past 1.5 years. During this period, she has overseen exciting changes. Before Netflix, Dekyi spent most of her working life in various Operations roles in the publishing fulfilment industry, as well as in project and relationship management.

Bharat Poddar, Managing Director and Senior Partner, Boston Consulting Group (BCG)


Bharat is a core member of BCG’s Financial Institutions, Insurance, Operations, and People and Organization practices. Since joining BCG in 2003, Bharat has worked extensively across the Banking, Consumer Goods, Insurance, and Industrial Goods sectors. His client experience has covered a wide range of topics, including Digitization, Digital Innovations, Operational Excellence, Market Entry Strategy, Turnaround, Strategic Planning, Customer Segmentation, and Organizational Effectiveness.


Christophe Duthoit, Managing Director and Senior Partner, Boston Consulting Group (BCG)

Christophe is the global leader of BCG’s Digital Banking Initiative. He serves on the global management teams of the firm’s Financial Institutions, Technology Advantage, and Operations practices. He also leads BCG’s global work in Technology Advantage and Operations. Christophe has worked with global banks in North America and Europe, helping them with Technology and Operations Strategy and Large-scale Transformations.

Afzal Khanani, Head of Retail Operations, Abu Dhabi Islamic Bank

Afzal is a seasoned banking executive currently leading the Retail Operations team in Abu Dhabi Islamic Bank, UAE. With over 20 years of experience, he has a proven record of accomplishments in Consumer Operations, Payments, Strategy, and Financial Management in global banks. He drives customer-centric operations, sponsoring innovative and digital initiatives and facilitating continuous improvement and transformation.

Paul Mackel, Head of Global Emerging Markets FX Research, HSBC


Paul Mackel leads HSBC's Global Emerging Markets FX research team from Hong Kong. Paul’s team is renowned for its comprehensive analysis of the macro drivers and FX policy behind Emerging  Markets currencies. Prior to joining HSBC in 2006, Paul has been a currently analyst since 2000, plus working in similar roles for other financial institutions in London, covering major and Central European currencies.

Bojana Bellamy, President, Centre for Information Policy Leadership

With more than 20 years of experience, and a deep knowledge of global data privacy and cybersecurity law, compliance and policy, Bojana has a proven industry record in designing strategies, and building and managing data privacy compliance programs. She currently sits on the Datum Future Advisory Board, the Internet Commission Advisory Board, and the OECD’s Privacy Guidelines Expert Group, among other institutions.

Tatiana Quaife, Director, Marketing Strategy, Disneyland

Tatiana is a Latina executive with more than 10 years of leadership experience at two top companies: The Walt Disney Company and Procter & Gamble. Over the past few years, she has learned that we cannot outperform our mindset. Our thinking patterns determine how we feel, experience life, and achieve success. Learning how to unleash the mind’s power has been the secret sauce of her corporate America career success.

Marina Netto Campos, Global Head of CX Lab & Strategic Sales Support, Teleperformance Group

Marina has over 20 years of experience in a variety of roles, including strategy and research across three continents. She specializes in the analysis of key verticals to identify major trends, and conducts primary research to understand consumer preferences.

Lewis Taylor, Global Head of Support, Dropbox


Lewis is the head of the Austin office for Dropbox, the second-largest office outside their headquarters in San Francisco. His operational teams are spread globally, with the operational challenge of providing end-to-end customer experience for over 500 million customers worldwide. He introduced technology and scale to operations while building a team of customer experience leaders and experts focused on the customer journey’s total overhaul.

Tricia Thomsen,

Director of Care, Grubhub

With over 20 years of Customer Service, Project Management, and Supply Chain experience, Tricia continues to seek solutions that optimize the customer experience while balancing company goals and budgets. She gained foundational expertise in Customer Service and Operations at McMaster-Carr Supply and has led customer service teams, small and large, ever since. She is passionate about all things customer service, from WFM to QA, to bots. At Grubhub, she has found a magic fit, bringing ideas to life. 

Jason Weaver,

Director of Care, Grubhub

Jason began his customer service career as a cashier at Wendy’s in the early ‘90s. Over the last 25 years, he has moved his way up from phone agent to the leader of multiple LOBs. Passionate about customer experience, Jason ensures that if a customer has a problem, they can easily resolve it. Through his contact center experience at both W.W. Grainger and Grubhub, he has developed the ability to work in more traditional corporate settings and more fast-paced, innovative environments.  

Samdani Basha, VP - CX (Design & Operations), Flipkart

An Engineer & MBA, Sam leads the Customer Experience (Design & Operations) function for Flipkart, driving key experience metrics across the customer journey and leveraging his vast experience in Customer Insights, Design Thinking, Technology and Operational Excellence. He has served different roles in Customer Experience, Operations & IT across multiple industry verticals including eCommerce, Financial Services, Healthcare and Manufacturing & Energy.

Fernando García Migliaro, CX Director, Mercado Libre


Fernando is the CX Director at Mercado Libre, where he leads all Customer Service operations for Spanish speaking LATAM. Before joining Mercado Libre, Fernando ran the Rio de Janeiro Operations at Uber for three years. He also has over five years of experience in Management Consulting, working with Bain & Company in projects across South America.

Marcio Ap Souza, CX Director, Mercado Libre


As CX Director for Mercado Libre in Brazil, Marcio runs all customer service operations for the company’s business units in this market. Before joining MELI, Marcio led Customer Experience and Customer Success Operations in various tech companies such as Facebook in London and Red Hat for Latin America. Marcio has over 17 years of experience in Customer Success and Customer Experience, helping companies and consumers toward digital transformation worldwide. 

Gabriel Codesal, First Party Senior Director, Mercado Libre

Gabriel is First Party Senior Director at Mercado Libre, where he leads the region’s retail business. Before joining MELI, Gabriel led the Strategy/BI team at VIACOM for two years and different business units at Despegar/Decolar for four years. He also has over six years of experience in Management Consulting with BCG.

Jeff Myers, VP & GM Listener Care, SiriusXM

The first eight years of Jeff’s career included multiple contact center operational roles. He then spent the next 10 years in the Omnicom family in both the US and the UK/Europe with multi-channel responsibility for Client Services and Program Strategy in various verticals, including Telecom, Energy, Media, and Non-Profit. He currently serves as the Vice President and General Manager of Listener Care for SiriusXM, with responsibility for Voice, Chat/Messaging, and Social Support interactions. 

Matt Bochenek, Chief Operating Officer, Avant

Matt oversees the Technology, Operations, Talent, Business Risk, and New Initiatives business units of Avant, a leading FinTech dedicated to building premier digital banking solutions for the middle class through a combination of technology, analytics, and customer service. Before joining Avant, he served as the Managing Director of a $2B global provider of alternative investment products, overseeing the US division, including Product Development, Distribution, Technology, and Operations.


Michael Aronowitz, EVP, Digital Sales & Strategy, Teleperformance


Michael is an internet marketing and business leader. Before joining Teleperformance, he served as Senior Vice President and General Manager of Sales and Operations for Centerfield Media, where he oversaw all sales centers across the globe. Prior to Centerfield, Mike served as Chief Marketing Officer for Insurance Care Direct (ICD), overseeing more than 40 sales centers nationwide.

Steven Van Belleghem, Thought Leader on the Transformation of Customer Relationships 

Author of multiple international best-selling books, Steven believes in a bright future where companies play the long-term game with their customers. With a passion for sharing ideas about the future of customer experience, Steven believes in the combination of common sense, new technologies, and an empathic, human touch to win customers’ hearts and minds (and their repeat business).

Meet Our Moderators

Miranda Collard, Global Chief Client Officer, Teleperformance


Having been with Teleperformance for over 25 years now, Miranda is responsible for leading all aspects of customer delivery and strategy. She spearheads a global team of diverse leaders in charge of developing and executing innovative solutions to many of the world’s Fortune 500 companies. Miranda has experience designing multi-channel solutions for different industry verticals, including Healthcare, Financial Services, and Retail.

Rupa Ramamurthy, EVP Operations, Teleperformance

With over 28 years of experience in Core Banking and the BPO industries, Rupa has led large banking space initiatives that needed transformational improvements. She manages accounts for retail banking, business banking, corporate banking, and wealth. This means an end-to-end experience in Managing, Transitioning, and Product Reengineering on global contact centers, and back-office processes that include Onboarding, Credit Lending, Trade, and Working Capital, among others.

Mamta Rodrigues, Divisional President, Teleperformance

Mamta leads Teleperformance’s Banking Financial Services & Insurance vertical and has full responsibility for supporting client growth, expansion plans, and leveraging the best assets to build, support, and grow the global business unit. She has worked in various facets of financial services, led digital products, transformation, and innovation, while also leading various diversity and inclusion efforts in her 26 years of experience.

Bireswar Singh, MD-India Domestic, Teleperformance


On his tenth year with Teleperformance, Bireswar leads the 40,000 FTE India domestic business, providing world-class outsourcing services to more than 100 clients in India. He has close to two decades of experience driving outsourced service delivery for global clients with an in-depth knowledge of the two largest offshoring delivery locations: India and the Philippines. Bireswar has headed various verticals ranging from Telecom, Financial Services, and Retail within TP and previous companies (IBM, TeleTech, and CSC).

Erin Broecker, Director, Global Strategy, Teleperformance

With over 25 years of experience in the technology solutions and services industry, Erin Broecker brings an avant-garde perspective to the CX space. Erin has earned 12 ADDY awards and more than 20 other industry and employer-sponsored awards for consistently driving high-impact, global initiatives for major brands (Motorola, 3Com, Genesys Labs, and Cisco Systems). A strategic thinker and business pioneer, Erin believes in the power of professional curiosity and buyer enablement.

Stefan Osthaus,

Host and Moderator


For more than 20 years, Stefan has been a leader in Fortune 500 companies and an advisor to multinational organizations that seek to become more customer-centric. His passion and expertise have helped improve the experiences of over half a billion customers and hundreds of thousands of employees around the globe.

Athina Karahogiti, EVP Strategic Account Management, Teleperformance

Athina has over 24 years of expertise in Contact Center Management, Customer Experience, Operations, Sales, and Business Development, with a background in a wide range of industries, including Outsourcing, Financial, Banking, Mobile Telecommunications, Fixed Telephony, and Internet Services.

Monica Spigner, EVP, EW Business Transformation, Teleperformance

Before joining Teleperformance, Monica was the Senior Director, Transformation Consulting Lead at NTT DATA, Insurance Solutions, where she was responsible for building a new Insurance vertical digital consulting practice. She previously worked as Managing Director, Process Consulting for Cognizant, leading strategic and process consulting engagements with Healthcare and Life Science clients.

Gustavo Mir, Chief Client Officer, Teleperformance


Gustavo is Teleperformance’s Chief Client Officer for the Ibero-LATAM region. His more than 20 years of experience in the BPO industry and the Banking segment have resulted in strong leadership and in-depth knowledge of both operations and business strategies. Before joining Teleperformance, Gustavo worked for Soros Group, collaborating on mergers and acquisitions for the Southern Cone region. 

Amit Shankardass, EVP Market Engagement, Teleperformance


In his role as EVP of Market Engagement at Teleperformance, Amit is responsible for aligning the company’s value proposition to market needs and leads the go-to-market efforts for the English World region. With over 18 years of industry experience, Amit brings a tenured history in the Customer Experience Management arena, functioning as the Chief Marketing Officer at BPO companies. Amit has led several innovative product development efforts in the BPO arena and is also a frequent speaker at thought leadership seminars and conferences globally. 

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