Science of CX

Craig Tucker is the visionary behind Vern AI, the cutting-edge Virtual Emotion Resource Network. Holding a BA and MA from Michigan State University and having pursued a PhD for three years, Craig has an extensive academic background in the field. A lifelong resident of Michigan, Craig has harnessed his expertise to focus on developing advanced emotion recognition systems.  Under his leadership, Ve...

Daniel Tribby is a dynamic leader and entrepreneur who has made a significant impact in the realm of private healthcare. With a deep understanding of the challenges healthcare providers face, Daniel authored a comprehensive guide aimed at helping providers shift their thinking and enhance their business acumen. His journey into business development was self-taught through workshops, coaching, and...

Amy Brown is the founder and CEO of Authenticx, a groundbreaking software platform that revolutionizes healthcare by analyzing and activating patients' voices at scale.  With a career spanning decades in the healthcare industry, Amy has been a tireless advocate for underserved populations and a leader in expanding healthcare coverage to thousands of Indiana residents. Amy's journey in healthcare b...

Margie Oleson is a renowned expert in team performance and organizational dynamics, specializing in helping teams achieve high levels of productivity and growth.  With a background in psychology and organizational development, Margie brings a unique blend of expertise in human behavior and business strategy. Throughout her career, Margie has worked with numerous organizations across various indust...

Chris Wood is a seasoned expert in customer experience (CX) transformation, with a focus on leveraging technology to enhance human connections and empathy in customer interactions.  With a career spanning over two decades, Chris has been at the forefront of helping organizations, from Fortune 100 companies to non-profits, navigate the evolving landscape of customer engagement. As the author of "Cu...

Swire Ho is a seasoned expert in promotional marketing and customer experience strategies, known for his innovative approaches to enhancing brand visibility and engagement.  With a deep understanding of trade show dynamics and social media integration, Swire specializes in helping companies leverage promotional items to maximize their marketing impact. As the founder of Garuda Promo & Branding...

Tina Lopez is a seasoned solopreneur and digital content creator known for her innovative approach to building successful online businesses.  With a background in coaching and a passion for helping others achieve their entrepreneurial dreams, Tina has become a trusted voice in the digital marketing space. Throughout her career, Tina has honed her expertise in collaboration strategies and email mar...

Sara Caldwell is the Global Head of Customer Success and Experience at Dovetail, where she brings a wealth of experience in customer service, gleaned from her tenure at Asana, Reforge, and Neverwhere.  With a passion for nurturing young talent, Sara volunteers at universities and Breakthrough Consortium, empowering underrepresented students on their journey to college.  An advocate for female repr...

Kristin Zhivago is a seasoned business consultant, author, and thought leader specializing in customer-centric marketing strategies and revenue growth.   Kristin is best known for her expertise in understanding and mapping the customer's buying process, helping businesses align their sales and service strategies with the evolving needs and expectations of their customers.  She is the author of the...

Greg DeVore is a seasoned expert in the field of knowledge transfer and customer experience. As the co-founder of ScreenSteps, a company dedicated to revolutionizing the way organizations share knowledge, Greg brings a wealth of experience and insights to the table. With a background deeply rooted in understanding the intricacies of contact centers and customer support, Greg has played a pivotal r...

Megan Burns is a seasoned expert in the field of Customer Experience and the Founder of Experience Enterprises.  With a background as a software engineer, Megan brings a unique perspective to CX, focusing on the intersection of technology, human behavior, and business strategy. Her expertise lies in helping organizations navigate the complexities of customer-centric transformations. During her ten...

Christophe Martel is a recognized thought leader and expert in the field of employee and customer experience.  With a keen focus on understanding and mitigating the impact of "work friction," Christophe has dedicated his career to helping organizations enhance their operations and create environments that foster employee satisfaction and engagement. As the co-founder of Fount, a platform designed...

Hakan Yurdakul is a seasoned marketer turned entrepreneur with a career spanning 17 years, commencing at Unilever.  His roots in brand management, marketing, and business strategy have grown from bustling Istanbul to the global stage in the UK since 2015.  In his pursuit to redefine market research, Hakan embarked on a new chapter by founding Bolt Insight. This innovative company, under Hakan's le...

Chris Wallace is a seasoned expert in driving organizational change and enhancing customer experience through effective communication strategies.  As the Founder of The InnerView Group and Infront Insights, Chris leverages his extensive experience to help companies reshape their customer interactions and elevate frontline performance. With a focus on structured listening, Chris emphasizes the impo...

Dr. Jonathan Baktari is a distinguished figure at the intersection of medicine, entrepreneurship, and leadership. With over 20 years of experience, he has made a significant impact as a triple board-certified physician specializing in internal medicine, pulmonary, and critical care medicine. As the CEO of Enational Testing, US Drug Test Centers, and E7 Health, Dr. Baktari has demonstrated his entr...

Declan Ivory is a seasoned leader in the realm of customer support and experience, bringing over 30 years of expertise to the table.  As the Vice President of Customer Support at Intercom, he stands at the forefront of leveraging innovative technologies to redefine how businesses interact with their customers. Throughout his illustrious career, Declan has been a trailblazer in steering customer se...

Nikola Mrkšić is a visionary entrepreneur and expert in the field of conversational AI.  As the co-founder and CEO of PolyAI, Nikola is at the forefront of revolutionizing customer experience through cutting-edge voice assistant technology.  With a passion for leveraging artificial intelligence to enhance communication, Nikola leads PolyAI in developing efficient and high-quality voice assistant s...

Enrico Biscaro, a distinguished executive with a rich background in global business management, is a beacon for leadership and team development.  With a career spanning 15 years, Enrico has left an indelible mark on businesses across four continents, showcasing his relentless dedication to fostering the growth and success of his teams. Enrico's leadership philosophy centers around the core princip...

Chip Kahn is a seasoned expert in the realm of customer experience technology, bringing a wealth of knowledge and experience to the forefront.  As the representative of Ovation, a company specializing in customer journey orchestration platforms, Chip has played a pivotal role in revolutionizing the way organizations approach and enhance their customer experiences. With a background rooted in the f...

Valentin Radu is a seasoned entrepreneur, customer experience (CX) expert, and the founder of CVO Academy and OmniConvert.  With a background in e-commerce, Valentin has leveraged his extensive experience to help thousands of companies improve their business and embrace customer-centric strategies. As the founder of CVO Academy, an online platform, Valentin has brought together practitioners, auth...

Micah Peterson is a seasoned expert in the realm of knowledge management, with a passion for optimizing customer experiences through effective process documentation. As the representative of ProcedureFlow, a company specializing in knowledge management solutions, Micah brings a wealth of knowledge and experience to the table. With a focus on making information more consumable and actionable, Micah...

Mary Kathryn Johnson, is a seasoned expert in the realm of conversational AI and chatbots. With a career spanning from 2017, she has witnessed and actively contributed to the evolution of technology in customer interactions. As a trailblazer in the field, Mary emphasizes the critical link between technology and human connection. In her extensive experience, Mary has explored the intricacies of bui...

Robin Landa is a distinguished professor in the Michael Graves College at Kean University, recognized for her outstanding contributions to design, writing, and research.  Over the course of her career, she has earned numerous awards from prestigious institutions such as the National Society of Arts and Letters and the National League of Penn Women. Robin received the 2015 Human Rights Educator Awa...

Tyler Pigott, a seasoned expert in marketing strategy and brand development, is the Founder and CEO of Lone Fir Creative. With a passion for helping businesses excel in the digital landscape, Tyler has built his career on understanding the intricacies of customer experience, from the initial stages of brand awareness to post-purchase satisfaction. Tyler has a keen understanding of the interconnect...

Tacey Atkinson is a seasoned expert in the world of customer experience and customer-centric services, bringing over 35 years of management experience in customer service industries to the table.  She is the CEO of Customers First, a company dedicated to curating customer-centric cultures to boost sales and reduce employee attrition.  Tacey's mission revolves around instilling the values of relati...