Transforming Great CX into Competitive Advantage
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, Transforming Great CX into Competitive Advantage, and you’ll come away with new insights and approaches.

Join us and learn:

  • Transform exceptional CX into market share gains
  • Differentiate through CX and attract, retain and grow more customers
  • Engage and empower agents and create exceptional agent experience
  • Monitor and measure metrics and exceed customer, agent and business goals


Dan Felger
Dan Felger
President
The Zodiac Group, Inc.


Amy Latzer
Amy Latzer
Chief Operating Officer
211 LA County

Amy's responsibilities include coaching and training, monitoring and improving service levels, program development, as well as the maintenance of communication for multiple contract compliance.
Paul Herdman
Paul Herdman
Vice President, Customer Experience
NICE inContact

With nearly two decades of marketing research (Kantar TNS), customer experience (MaritzCX), and customer success leadership, Paul is a proven customer experience expert who has helped companies design, manage, and improve their customer journey.
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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