CUSTOMER SERVICE track speakers

The conference runs from 7:30 am to 4:40 pm.

After the Opening Keynote, Networking Break and Strategic Briefings, the Customer Service Track offers an exceptional group of speakers:

Roger Paulson

Track Introduction

Roger Paulson

Brad Cleveland ICMI

Brad Cleveland

Senior Adviser, Author

Brad Cleveland is known globally as one of today’s foremost experts in customer strategy and management. He has worked across 45 states and in over 60 countries, and his clients have included many service leaders — American Express, Apple, Coca-Cola, USAA, HP and others. His books and articles have been translated into more than a dozen languages, and he has appeared in the Wall Street Journal, New York Times, Financial Times, and other publications, as well as on CNBC, BBC, Fox, ABC, and National Public Radio.

One of the initial partners and former President and CEO of the International Customer Management Institute (ICMI), Brad grew the firm into a global industry leader that is now part of London-based United Business Media. In May 2012, he received ICMI’s inaugural Lifetime Achievement award. Today, he is a sought-after consultant and a popular speaker. Brad lives in Sun Valley, Idaho with his wife Kirsten and their daughter Grace.

Joe Langer

Joe Langer

Director, Global Planning and Support

Joe Langer has served as the Director of Global Planning and Support for Schneider since 2010. In this role, he leads teams focused on customer service initiatives, sales support, enterprise business intelligence and continuous improvement. During his 16 years at Schneider, Joe has contributed as a new business implementation manager, technology transformation team member, and director of commercial marketing. Prior to joining Schneider, he led the sales and marketing team of a national cheese company and was general manager of a software development company.

Joe holds an associate degree in computer science from Northeast Wisconsin Technical College, a bachelor’s degree in marketing and finance from the University of Wisconsin-Green Bay, and a master’s in business administration from the University of Wisconsin-Oshkosh.

Joe is sponsored by EDCi.

Kathleen Peterson PowerHouse Consulting

Kathleen Peterson

Chief Vision Officer
PowerHouse Consulting

Kathleen Peterson is an internationally acclaimed contact center and strategic management expert and recognized industry leader. She has emerged as one of the most sought-after experts and consulting partners in the field of customer experience and works with the world's top customer-focused companies. Kathleen is the Founder and Chief Vision Officer of PowerHouse Consulting. With more than 30 years in the contact center industry, Kathleen leads strategic initiatives with client senior management across industries to assess business processes and improve organizational practices.

Kathleen is the author of Backstage at the Customer Experience … Musings for Contact Center Leaders as well as many stirring articles and papers published widely in the most prestigious industry journals in the U.S. and abroad. Kathleen's Rants and Raves are published monthly in the Call Center Times online newsletter. Kathleen is also a regular contributor to Contact Center Pipeline, a monthly instructional journal focused on the needs and challenges of the contact center industry.

Jeff Rumburg MetricNet

Jeff Rumburg

Managing Partner

Jeff Rumburg is Co-founder and Managing Partner of MetricNet, LLC. He received the 2014 Ron Muns Lifetime Achievement Award for his contributions to the IT service and support industry. He authored a best-selling book on benchmarking, and has been retained as a customer service expert by more than half of the FORTUNE 500, including companies such as American Express, Hewlett Packard and Southwest Airlines.

Prior to co-founding MetricNet, Jeff was president and founder of The Verity Group, an international management consulting firm specializing in benchmarking and competitive analysis. Jeff has also held several executive positions at META Group and Gartner.

Jeff’s education includes an MBA from the Harvard Business School, an M.S. magna cum laude in operations research from Stanford University, and a B.S. magna cum laude in mechanical engineering. He is author of A Hands-On Guide to Competitive Benchmarking: The Path to Continuous Quality and Productivity Improvement, and has taught graduate-level engineering and business courses.

Peter Slease CEB

Peter Slease

Principal Advisor

Peter Slease is a Principal Advisor with Washington, DC-based CEB and its Customer Service practice. For almost 10 years, he has guided customer service and support leaders on a wide variety of topics, including customer loyalty, self-service, coaching and quality. Peter’s diverse and extensive experience in the industry has been shared with leaders around the globe, and his close partnership with organizations has measurable impact on both the company and the customer service experience. Before joining CEB, Peter managed a customer service organization in the financial services industry.


The Customer Service Track is sponsored by:



Steering Committee members provide guidance on track content, topic suggestions and speaker selection. Thank you to the 2017 Customer Service Track Steering Committee:

Victoria AliaVictoria Alia
Director, North America Customer Care
Rockwell Automation

Scott ChristensenScott Christensen
Director, Contact Center
Mason Companies

Tim JohnstonTim Johnston
Director, Care Center Operations
American Family Insurance

Mike ZmudaMike Zmuda
Director, Customer Care Center

Roger PaulsonRoger Paulson
Managing Practice Director and Customer Service Practice Director

Interested in sponsoring?

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