Powering Great Customer Experiences in the Cloud
Panel Discussion and Luncheon Event

The digital revolution changed everything: your customers, their expectations and your competition. Winning means turning every customer experience into a competitive advantage towards achieving business goals.

Join us for our panel discussion, Powering Great Customer Experiences in the Cloud, and you’ll come away with new insights and approaches.


Join us and learn:

  • Why every customer interaction is a valuable “moment of truth” with potential impact
  • How to make the most of your contact center re-platform
  • The importance of unleashing your workforce's potential to totally transform the customer experience
  • How to easily move Omnichannel Routing to the cloud


Chelsie Shakespeare
Chelsie Shakespeare
Supervisor, Workforce Analytics and Quality
St. Luke’s Health System

Chelsie is a Quality Assurance Supervisor and is an experienced agent, design and software developer. She is passionate about her role to create great work environments and service excellence to hospital patients.
Bill Wiser
Bill Wiser
Vice President, Information Technology
Focus Services

Bill joined the Focus IT team in 1999.  He has held many different positions within the department, gaining experience in IT Operations, Development, and Systems and Security.
Sean Kirkby
Sean Kirkby
Director R&D, Inventor
NICE inContact

A true technologist at heart, Sean's roots in telecom run all the way back to when his grandpa worked for Western Union. At NICE inContact, he has led the API and CRM integration strategy and currently focuses on the move to the public cloud.
Speaker 1

Patrick Russell

Senior Manager Product Marketing - inContact

With a passion for technology and finding new ways to make customers happy, Patrick has spent the last 15 years in leadership positions within the contact center industry. With more than a decade managing various aspects of large multi-site operations with seat sizes ranging from 500 to 3,000 he has developed a deep understanding of what works, and what doesn’t. Patrick has spent the last 4 years working on the software side of contact centers with a focus on Workforce Optimization tools and improving the agent and customer experiences.

Speaker 2

Patrick Russell

Senior Manager Product Marketing - inContact

With a passion for technology and finding new ways to make customers happy, Patrick has spent the last 15 years in leadership positions within the contact center industry. With more than a decade managing various aspects of large multi-site operations with seat sizes ranging from 500 to 3,000 he has developed a deep understanding of what works, and what doesn’t. Patrick has spent the last 4 years working on the software side of contact centers with a focus on Workforce Optimization tools and improving the agent and customer experiences.

Speaker 3

Patrick Russell

Senior Manager Product Marketing - inContact

With a passion for technology and finding new ways to make customers happy, Patrick has spent the last 15 years in leadership positions within the contact center industry. With more than a decade managing various aspects of large multi-site operations with seat sizes ranging from 500 to 3,000 he has developed a deep understanding of what works, and what doesn’t. Patrick has spent the last 4 years working on the software side of contact centers with a focus on Workforce Optimization tools and improving the agent and customer experiences.

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Call us at 866-965-7227 to talk to an inContact Sales Rep

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