Science of CX

Shane Mahoney is the founder and CEO of Lugos Travel - a travel agency built around exceptional service, knowledge, style, and sophistication. Shane started Lugos Travel to pursue his passion for interesting vacations. He felt that people were complacent about their vacations, and often opted for cruising and all-inclusive vacations because they offered little hassle, and almost no planning. Who h...

Jamie Barlett founded PolyPay in 2013 to provide businesses with a partner who offers them honesty, transparency, customer support, and savings for merchant processing. She draws on her experience in consulting, finance, HR, technology, and leadership development every day at PolyPay. She is originally from Bloomfield Hills, Michigan, and attended Wellesley College earning a degree in English and...

Simon Severino helps business owners in SaaS and Services run their companies more effectively which results in sales that soar.  Trusted by Google, Roche, Consilience Ventures, Amgen, and AbbVie, Simon is the creator of the Strategy Sprints™ Method, a blueprint to run an agile company.  Simon is also a TEDx speaker, a Contributor to Forbes and Entrepreneur Magazine, and a member of the SVBS Silic...

Dr. Vic is a Business Mindset Coach, Certified Pediatric Chiropractor, 3x Author, Podcaster, and Speaker. He has been a practicing Chiropractor for the past 12 years and a Business Mindset Coach for the past three and a half years. He is the author of 3 books, the most recent, "Decoding The Matrix," which came out in May 2022. His other two books are Rediscover Your Greatness (2018) and A Walk in...

Karl Yaacoub is a former private equity and investment banking professional.  He is the author of The Game of Value Creation, in which he explains how blue chip companies and private equity investors approach value creation through governance, strategy, and finance.  He is also the creator of The Game of Value Creation Training, an immersive digital transformation that leverages strategies used by...

Brandon Neely is an entrepreneur, Profit First, and Bank On Yourself Professional, and the co-host of Wealth Wisdom Financial Podcast with his wife Amanda Neely. They founded and managed Overflow Coffee Bar, L3C from 2008 through 2018. Now, they share their experiential knowledge through podcasting and through developing personalized financial strategies for individuals and couples and profitabili...

Mark ‘Mr. Loyalty’ Ross-Smith, is an award-winning global airline loyalty industry leader, and the CEO & Co-founder at Loyalty Data Co, the parent brand of StatusMatch.com.  Mark’s experience in airlines runs deep as he previously headed up the Malaysia Airlines Enrich Loyalty Program, delivering consecutive year record financial success to the airline. Mark has also held roles in several high...

Brandi is a passionate and positive leader focused on optimal customer experience. A true cx guru, she has extensive knowledge in building and maintaining relationships, process improvement, and customer satisfaction.  Brandi oversees a committed team who supports hundreds of businesses across the US to improve workplace operations, including JetBlue, Royal Caribbean Group, Tommy Bahama, and La-Z-...

Ilenia Vidili is a passionate customer-centricity advisor, author, and keynote speaker.  She’s conducted corporate marketing for NEC, Bayer, ARM, and a broad range of start-ups, and today she is the founder of a consultancy and training company helping businesses think differently, combat inefficient processes, turn product mentalities into people mentalities, and improve customer focus. Ilenia gi...

Jonathan Shroyer is the Chief Customer Experience Innovation Officer of Arise Virtual Solutions, a customer service outsourcing, and offshoring consulting firm. Arise acquired Officium Labs, a company he co-founded, last November 2021 and is now known as Arise Gaming. Jonathan has been involved with customer service as a professional and a leader for more than two decades, leading large teams at e...

The Fresh Princess of Email Marketing, Liz Wilcox is an Email Strategist and Keynote Speaker showing small businesses how to build online relationships + make real money with emails.  She’s best known for her 1800+ users membership, 20 Minute Newsletter technique, and the Email Staircase framework she’s taught to tens of thousands of creatives, freelancers, eCommerce shop owners, and small busines...

As an expert with 20+ years of experience in Knowledge Strategy, Data and Information Architecture, and Information Findability solutions, Seth has worked with a diverse roster of Fortune 1000 companies; helping them to achieve higher levels of operating performance by making information more findable, usable and valuable through integrated enterprise architectures supporting analytics, and custom...

Andrew Wolgemuth founded Wove to recreate the way couples buy engagement rings in a highly traditional and outdated industry.  He grew up in an entrepreneurial environment working at his parent jewelry company in Lancaster, PA.  After attending West Point and serving as a Platoon Leader in the Army's 75th Ranger Regiment, Andrew attended Stanford GSB's Ignite Entrepreneurship Program where the ide...

Dan Balcauski is the founder and Principal Consultant at Product Tranquility, a consulting firm that helps SaaS business leaders accelerate their product growth and increase customer loyalty.  He’s an expert in digital marketing and e-commerce with a specialization in pricing and product strategy. Dan is also the Program Leader for Kellogg’s Executive Education Product Strategy course.  In additio...

Eliav Cohen is a hot air balloon pilot and founder of The Bot Lab. Having Helium and Drift, the top chatbot platforms in the world, Eliav and his company help organizations set up AI chatbots to deliver amazing customer experiences.  Eliav and his team mainly work with enterprise and public companies, (but also frequently work with smaller growing organizations.) As a testament to their powerful A...

Jim is the Chief Strategy Officer at discuss.io, and a highly connected thought leader and popular international speaker in the market research industry.  As a manager, Jim’s deep knowledge and innovative thinking is an invaluable asset on a daily basis to the growth and development of his team and company. He has a track record for recruiting highly dedicated professionals, allowing them to capit...

Outsourcing industry leader Richard Blank, is the CEO of Costa Rica's Call Center since 2008. By utilizing an effective motivational public speaking style backed by tactful and appropriate rhetoric, he has been proven a successful bilingual trainer.  Over 10,000 Ticos have been personally prepared to become some of the finest telemarketers in the country under Richard's direction and supervision....

Hannah Acosta is an experienced Social Media Manager at Ugly Mug Marketing. She’s had a successfull history of working in the marketing and advertising industry, as well as the nonprofit world.  Hannah is skilled in specifically Facebook Advertising, strategy building, and content creation across Instagram & Facebook platforms.  She received her Bachelor of Science in Business Administration (...

Craig’s background is in software engineering and driving positive customer experiences.  He is a driven, self-starting technology enthusiast who has a record of generating success both for my company and for my customers. As a skilled strategist, Craig has created and managed projects to improve operational productivity, revenue generation, and reduce costs across small and large organizations. B...

Dustin Riechmann is a business coach who helps ambitious entrepreneurs get unstuck & rapidly increase their profits with confidence.  Unlike many coaches, everything Dustin teaches is based on real-world experience growing three successful online businesses.  Dustin is best known for his Partnership Marketing System, which he has used to grow FireCreek Snacks into a 7-figure business without p...

In 2008, Kristine took an AmeriCorps job running a meal program for unhoused young people, and almost 50 hungry youth arrived on Kristine’s first night. What happened next was terrifying for a young, small-town white woman.  Her purse went missing, there were fights and screaming guests, and after this, Kristine vowed to never return, until something unexpected happened. A 17-year- old guest insta...

Gary, Indiana-born Michael Young spent nearly 30 years as a surgeon while living and practicing medicine in Chicago. He is the author of a memoir/assessment of the current medical system titled The Illness of Medicine: Experiences of Clinical Practice.  Currently, Dr. Young is on the faculty of the Department of Urology at the University of Illinois at Chicago. Within the department, Dr. Young is...

Thomas Watkins is a thought leader, speaker, and industry practitioner located in Houston TX.  He is a life-long learner who has a passion for bringing greater clarity to the world. Thomas has made it his career’s focus to combine technology with design psychology in order to drive business success.  He specializes in helping his business partners bring their own brilliant ideas to life, by transl...

Tammy Fink is a loud, lovable, and full of laughs business personality who helps corporations and businesses create meaningful and memorable connections with their memberships, attendees, customers, and clients.  She is also a customer experience consultant and author who works with entrepreneurs to create an amazing and strategic connection with their followers. Tammy has over 30 years of experie...

Mark Newsome, aka Mr. Marketing, is a small business direct response, cash flow generation strategist. He helps profit-seeking entrepreneurs convert what they previously considered dead or greatly underutilized assets or resources into long-term income-generating assets.  He routinely does this for literally pennies on the dollar. Key Takeaways Mark's career path. His industrious and humble beginn...