The Customer Service Track at the UWEBC Annual Conference highlights how leading organizations are transforming the customer experience through innovation, technology, and people-centered strategies.
Sessions in this track explore how companies are improving service delivery, leveraging data and digital tools, and empowering teams to create meaningful customer interactions. From evolving customer expectations to the role of AI and automation, speakers share practical insights and real-world examples that help organizations strengthen relationships and deliver lasting value.
Track Speakers
Justin Robbins
Metric Sherpa
Justin Robbins is a keynote speaker who helps leaders connect employee experience and customer experience to improve performance.
Organizations struggle when they treat EX and CX as separate efforts. Justin shows how everyday decisions about workload, expectations, and incentives directly shape both the employee experience and the customer experience.
With over 20 years in leadership, operations, and customer experience, he brings a practical perspective that resonates across functions. His keynotes help leaders align how work gets done with what the organization promises, leading to better execution, stronger engagement, and more consistent results.
Bill Price
Author and Founder/CEO, Intendra AI
Bill Price is a CX industry veteran who has led strategies and operations at Automated Call Processing Corporation, MCI Telecommunications, and Amazon, as its first Worldwide VP of Customer Service. Bill and his team at Driva Solutions have helped more than 150 clients to achieve the delicate balance between costs and CX. He co-founded the 9-country LimeBridge Global Alliance and the 30-company Global Operations Council. Bill has co-authored five books (The Best Service is No Service, 2008; Your Customer Rules!, 2015; The Frictionless Organization, 2022; Zero Complaints, 2025; and HumanX, 2026).
Last year, he formed Intendra AI with his development team in Bangalore and marketing team in Bogota to “Eliminate friction and activate insights”, with 5 early customers already onboard. Bill lives in Bellevue, Washington, outside of Seattle.
Additional speakers will be named soon. Check back often!
Steering Committee
Rebecca Gray Sen
Position title: Sr Manager, Consumer Care
Pacific Cycle
Charles Staeven
Position title: Sr. Director, Personal Lines - Customer Service and Operations
Sentry Insurance
Mike Vanvlaenderen
Position title: Head of Network Development and Customer Experience
CNH Industrial
Practice Director
Matthew Cone
Position title: Customer Experience & Marketing Practice Director
Email:
matthew.cone
Matthew Cone leads the UWEBC’s Customer Experience & Marketing focus area. Matthew has spent his 25+ career working with teams to deliver amazing customer experiences with a focus on collaboration and the strength of diversity. Matthew leverages his experience with Apple, Barnes & Noble, and Target supporting teams in B2B and B2C sales, technical services, training, coaching, and development, all necessary competencies that resonate with many of our member companies in the current CX landscape. Matthew has deep ties within the broader Customer Experience community as a channel leader with CX Accelerator and a board member of the Experience Management Global Collaborative, which he leverages to pull ideas and thought leaders into the UWEBC community. Matthew graduated with a BS in Management from Cardinal Stritch University, and a Master of Science in Customer Experience Management from Michigan State University.