Track Speakers
Zack Hamilton
Founder, Host, and Strategic CX Advisor
Unf*cking Your CX
Zack Hamilton is a leading voice in customer experience (CX) innovation and go-to-market (GTM) transformation. As the creator of the Experience Performance System™, Zack helps high-growth SaaS companies and enterprise brands achieve 7x sales velocity, scale cross-functional execution, and drive Customer Lifetime Value through buyer-led, frictionless GTM systems. With over 20 years of experience as a CXO, SaaS growth leader, and retail strategist, he has advised more than 200 global brands—including Walmart, Macy’s, and SEPHORA—on integrating CX, EX, and post-purchase experience into cohesive total experience strategies. A member of the Forbes Business Council and Fast Company Executive Board, Zack is also the host of Un*fcking Your CX, a platform challenging legacy thinking and elevating CX leaders into strategic business drivers.
Aarthi Murali
Customer Experience Leader
Aarthi Murali is an award-winning customer experience executive. As EVP at Holman, a leading automotive and fleet management provider, she shaped their customer engagement strategy and led transformation across its fleet businesses.
With 20+ years in the financial sector, Aarthi previously served as M&T Bank’s first Chief Customer Experience Officer, overseeing Experience Design, Voice of Customer/Employee, Experience Engineering, and Journey programs. She also spent nearly 18 years at JPMorgan Chase, most recently leading Customer Experience for the Global Commercial Bank, where she championed human-centered transformation. Aarthi’s impact has earned her numerous honors, including American Banker’s “Most Powerful Women in Banking” (2022, 2023), Forrester’s Customer-Obsessed Leadership Award (2023), and inclusion in the CX Network’s Top 50 CX Influencers (2024). At Holman, she fostered a culture of service excellence rooted in empathy, innovation, technology, and AI, while addressing today’s customer needs and anticipating tomorrows.
Paulo Savaget
Entrepreneurial Engineer, Author of The Four Workarounds, and Professor
Oxford
Paulo Savaget is an Associate Professor at the University of Oxford, jointly appointed to the Department of Engineering Science and the Saïd Business School. His work focuses on entrepreneurship, systems change, and innovation management, particularly in addressing complex sustainability challenges such as poverty, climate change, and global value chains. With a PhD from the University of Cambridge as a Gates Scholar, Paulo brings a systems-thinking approach to transforming unjust and unsustainable systems, especially under conditions of urgency and resource scarcity. He previously held roles as a Postdoctoral Researcher at the Skoll Centre for Social Entrepreneurship and Assistant Professor at Durham University.
Beyond academia, Paulo has worked as an entrepreneur and consultant for corporations, governments, and international organizations. He is the author of the award-winning book The Four Workarounds and has received numerous accolades, including the IBM Business of Government Award and the Green Talents Award. Passionate about bridging theory and practice, Paulo actively collaborates with practitioners to co-develop solutions that drive real-world impact.
Sara Taheri
Strategic AI Enablement, PolyAI Innovative Leader in AI
Northwestern Mutual
Sara Taheri is a recognized leader in AI-driven business transformation with deep expertise in customer experience, digital innovation, and operational efficiency. Named one of the Top 100 Women in Conversational AI by Project Voice and a Top 100 CX Leader by Poly.AI, she guides organizations in shaping AI strategy, crafting visionary product roadmaps, and executing high-impact programs. Sara has led transformative initiatives across contact center modernization, RPA, accelerated and fluid less underwriting, and electronic health data integration, while fostering inclusive, high-performing teams that turn insights into strategic action.
Steering Committee
Tony Caravella
Position title: Vice President, Learning and Quality
Northwestern Mutual Life Insurance Company
Amanda Frantz
Position title: VP of Customer Service
Springs Window Fashions
Carrie Toth
Position title: VP, Customer Experience
Generac
Customer Service Track Sponsor
Interested in sponsoring our Customer Service track in 2025? Contact us to learn more.
Practice Director
Matthew Cone
Position title: Customer Service Practice Director
Email:
matthew.cone
Matthew Cone leads the UWEBC’s Customer Service practice area. Matthew has spent his career working with teams to deliver amazing customer experiences with a focus on collaboration and the strength of diversity. Matthew comes most recently from 15 years with Apple, supporting teams in both B2B and B2C sales, and technical services in the technology industry. Matthew has also leveraged skills in training, coaching, and development, all necessary competencies that resonate with many of our member companies in the current CX landscape. Matthew graduated with a BS in Management from Cardinal Stritch University.
Highlights from last year's Customer Service Track
Here are a few highlights from last year’s Customer Service track: