Meet the Keynote Speakers

Our industry leaders will inspire you to think outside of the box and achieve world-class excellence. We're proud to introduce you to four of our inspiring keynotes, who are just a small part of our overall speaking faculty

Keith Ferrazzi, #1 New York Times Bestselling Author of Never Eat Alone and Who's Got Yor Back

Ferrazzi has won a place as one of the top thought leaders in American business. His first book, Never Eat Alone, redefined networking today. His #1 NY Times bestseller Who’s Got Your Back focuses on lifeline relationships, a narrow category of deep, trusting peer relationships that disproportionately affect our careers and well-being. Ferrazzi has been named a "Global Leader of Tomorrow" by the World Economic Forum, one of the top "40 Under 40" business leaders by Crain's Business, and one of the most creative Americans in Who's Really Who.

As founder and chairman of Ferrazzi Greenlight, a research-based consulting and training company, Ferrazzi provides corporate leaders with strategic consulting and training to improve sales, performance, and team cohesion, with an emphasis on personal transformation. Ferrazzi launched his career as the youngest Chief Marketing Officer in the Fortune 500 at Deloitte Consulting, and was also CMO at Starwood Hotels and CEO at YaYa Media.

Ferrazzi moves audiences to action and has been enthusiastically recognized as one the world’s most dynamic, engaging speakers.

At Call Center Week:

"Developing Relationships that are Vital to Your Success in a Virtual World" 

The Business Impact:  Develop a framework for building a Relationship Culture in your organization and your personal life.

Jasmine Green, Chief Customer Advocate, Nationwide Mutual Insurance Company

Nationwide’s Chief Customer Advocate, Jasmine Green, works to ensure all customers receive the exceptional customer experiences they deserve from their insurance company. She leads Nationwide’s Office of Customer Advocacy and works closely with CEO Steve Rasmussen.  Green champions for customers across all of Nationwide’s businesses. Not only is her role unique within the insurance industry, there are few customer advocacy teams like it anywhere. For her success, Green was awarded the 2012 Chief Customer Officer of the Year by Chief Customer Officer Council.

At Call Center Week:

"I’m a Listener in Chief” Building a Customer-Focused Culture through Servant Leadership

Nationwide is ranked #127 in the Fortune 500, employs 30,000 employees and has over 16 million insurance policies in force.  As Chief Customer Advocate, Jasmine Green serves as a champion for customers across the entire range of Nationwide’s business lines.  This dynamic session will share how Nationwide creates a culture where associates are passionate about learning how to better deliver customer experience with each interaction
• Creating a heightened culture of awareness for customer advocacy
• Developing a reporting strategy to enhance the customer experience
• Building partnerships with business units to help enhance customer service
• Collaborating with business units to improve service recovery
• Creating strategies to increase associate recognition in the area of customer advocacy

The Business Impact:  Creating a customer-centric culture inspires excellence and positively impacts business results.

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Jenn Lim, CEO & Chief Happiness Officer, Delivering Happiness & Zappos Culture Book Creator

Jenn Lim is the CEO and Chief Happiness Officer of Delivering Happiness, a company she and Tony Hsieh (CEO of Zappos) co-created to inspire happiness in work, community and everyday life.   In 2005, she created the first Culture Book for Zappos – now on its 7th edition – and has produced them ever since. In 2009, Zappos was sold to in a deal valued at $1.2 billion on the day of closing, and in 2011, Zappos was #6 on Fortune’s “100 Best Companies to Work For” list. The Culture Book has become a global symbol of how companies can successfully create cultures based on happiness and be profitable at the same time.

With the success of the Culture Book and Delivering Happiness, she’s spoken at companies, universities and organizations such as Twitter, Pixar, Stanford, UCLA, the Entrepreneurs’ Organization, NAWBO and the American Marketing Association. Prior to becoming CEO and Chief Happiness Officer, Jenn consulted in a number of industries, including the internet, branding, writing and graphic design. Today, she’s dedicated to growing the social venture of Delivering Happiness to spread and inspire happiness, day by day.

At Call Center Week:

"Seizing Control of Your Culture and Realizing the Power of the Happy"

Positive Psychology – we are wired to try and find happiness, then why are we so bad at finding it and then sustaining it? In this highly motivating and engaging session award winning author Jenn Lim, will change the way that you think about the role of happiness in your organization and the huge potential a happy workforce can have. A recent Gartner survey of American workers found that 71% were disengaged with what they were doing. This costs America more than $300 billion each year. The time to act is now.  Find out how to give your customer focused culture a lift or re-alignment.  Your customers may forget what you do for them, but they will never forget the way you made them feel.  Be inspired to change the way that you value a happy workforce and takeaway key pointers on how to address this back in your organization.

The Business Impact:  Companies that successfully create cultures based on happiness will be rewarded with profitability.

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Adriana Torres, Global Head of Customer Care Services, Visa Inc.

Known as an operations visionary, Adriana has created and expanded roles in diverse international venues and industries. Adriana is a positive change agent in both operational functions and corporate culture – transforming and revolutionizing strategic and tactical components.   With expertise in designing global service strategy, she has advanced operational efficiency, boosted productivity, implemented performance management systems, reengineered processes, bettered sales and revenue, and developed/mentored all levels of people.

At Call Center Week:

A World Without Boundaries: Global Customer Service Experience, The New Customer Expectation

Customers have come to expect a consistent Customer Service Experience.  As new communication channels emerge and customers become more socially savvy, the pressures of creating consistency across channels and across your organization become more and more imperative each day.  Adriana Torres, the leader of Visa Global Customer Care Services, is responsible for Consumer Customer Service across U.S. and International Markets.  An “operations visionary,” Adriana will help prepare you to take the evolutionary steps to create a global customer service experience.
• Designing a global service strategy
• Delivering results by focusing on top business imperatives
• Aligning initiatives with the needs of internal stakeholders
• Transforming and revolutionizing strategy and corporate culture

The Business Impact:  In order to be successful, a global customer service experience needs to provide consistency across channels.

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Jerry Nadal, Senior Vice President Resident Shows Division, Cirque du Soleil

Jerry Nadal, the Senior Vice President of Resident Shows for Cirque du Soleil, has been with the company since 1998. He oversees 12 Cirque shows, including all seven Las Vegas productions, out of 22 shows total. Our distinguished keynote, a show business professional specializing in live performance, is responsible for leading 2,000 individuals from over 40 countries around the world.

At Call Center Week:

Exceeding the Limits of the Possible

Our distinguished keynote, a show business professional specializing in live performance, is responsible for leading 2,000 individuals from over 40 countries around the world.    Ever wanted to know what makes one of the world’s most creative entertainment companies push the boundaries of what is possible? Cirque du Solell is making the impossible happen before the world’s eyes almost every night. Every show is more spectacular than the next, and they are constantly trying to push the limits of what is possible.
• Creating a culture of wonder
• Delivering on the promise of exceeding expectations
• Surprising and delighting customers

The Business Impact:  If you start each day wondering what you can accomplish that’s nearly impossible, you will be pleasantly surprised with the end result of exceeding customer expectations.

Request the Agenda or learn more about our complete speaking faculty.

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