VP of Digital Transformation
As the VP of Digital Transformation at F5 Networks, Peter oversees the development of a compelling end-to-end (digital) customer journey while instrumenting the enterprise to be data-driven and digitally-agile. Born in Scotland into an engineering household – think summer vacations visiting car factories - with a fascination for how things are made and supported more than workings of the products themselves; Peter’s career focus is the intelligent application of technology. Primarily focused on the Tech Industry, Peter has worked on four continents with leadership roles at PricewaterhouseCoopers Consulting and IBM, and is now relishing applying the learnings and latest solutions to accelerate customer business value and target outcomes.
Director, eCommerce & Digital Experience
Dan Cornwell is the eCommerce Director for the omnichannel retailer Famous Footwear. With over 10 years of digital and retail ecommerce experience, he understands the need to constantly improve and invest in customer experience. In a competitive industry, and with a store base of nearly 1,000 brick-and-mortar locations, Famous.com plays a critical role in both online sales, as well as in the digital influence of in-store sales. Most purchase journeys start online, so the site experience must be a compelling, differentiated touchpoint for the company.
Chief Marketing Officer
Mark Floisand is Chief Marketing Officer at Coveo. He has over 20 years of marketing, sales and general management experience in the technology industry, spanning blue chip and start-up companies across three continents, including Apple, Adobe, BusinessObjects, SAP, Total Defense, Untangle and WeVideo. Mark was most recently with Sitecore, a Coveo technology partner, where he led product marketing. Mark holds a Bachelor of Commerce degree from the University of the Witwatersrand, South Africa; and an MBA from the University of Durham in the UK.
Vice President of Product Management
Rosalind Litchfield is an accomplished executive with over 18 years in the software industry. She is currently Vice President of Product Management in Business Technology at Salesforce, the world's #1 customer relationship management (CRM) platform. Prior to this position, she served as Vice President of IT Applications. Before joining Salesforce, Rosalind spent 11 years at SS&C Advent, where she served in various IT leadership positions. She previously consulted for Capgemini, a global leader in consulting, technology services, and digital transformation where she focused on global ERP transformations and spent 2 years based in Europe. Rosalind earned a BA degree from Duke University and has completed executive education including the Innovative CIO Program through the Stanford Graduate School of Business.
VP, Customer Experience
Jennifer MacIntosh is Coveo's VP, Customer Experience. She has more than 20 years of experience working with high-tech and financial services companies, helping them to establish, lead, and grow their Customer Experience and Knowledge Management practices, Jennifer is an advocate for the customer who leads customer engagement, adoption and value realization of the Coveo solution. She is passionate about helping companies leverage self-service and reuse knowledge to improve customer experience while managing their organizational costs.
Executive General Manager - Customer Success
Based in Wellington, New Zealand, Nigel is the Executive General Manager - Customer at Xero, leading the award-winning global Customer Experience, Success, Education, and Content teams. His teams present knowledge, enable community collaboration, and provide digital support to the exponentially growing customer base, which currently sits over 1.6m subscribers. Nigel has created a continuous improvement culture, leveraging best of breed solutions, such as Salesforce Service & Community Cloud, to find more effective and scalable ways to manage the explosion in customer demand. Holding firm on digital only channels, and avoiding inbound phone calls, has fed the innovation and driven significant efficiency into the operating mode, while still delivering best in class customer service. Prior to Xero, Nigel worked at Inland Revenue and was responsible for the transformational change enabled by the introduction of speech recognition and voice biometrics solutions. These solutions remain best practice case studies providing simplified servicing for all New Zealand Citizens and ignited his interest in designing and operating customer-centric service models.
Vice President – eServices and Knowledge Management
Bit Rambusch serves as the Vice President of eServices and Knowledge Management within Support and Deployment Services. He is responsible for the strategic direction, development and implementation across the digital and social spectrum with a continual focus on delivering a world class online experience. He is accountable for optimizing 200M+ annual visits through the implementation of content quality management systems, optimized search and lean six sigma methodologies that deliver fast, accurate and efficient experiences to self-service customers. With a history of excellence within Dell, Mr. Rambusch has served in several leadership roles including Vice President for Global Services Engineering, Executive Director for Global Technical Account Management and Senior Logistics Manager for North America. Prior to joining Dell in 1999, Mr. Rambusch served in leadership roles as an Officer in the US Army, Account Executive at Johnson Controls and Field Engineer Territory Manager for NCR. Mr. Rambusch has a Bachelor of Science in Engineering Management from the United States Military Academy at West Point and a Master of Business Administration from the University of Dallas.
Senior Manager of Global Customer Experience
Kimberly Ray is the Senior Manager of Global Customer Experience within Teradata's Customer Support & Services organization. With over 25 years of experience in customer engagement, knowledge management, and organizational development, Kimberly is responsible for global customer experience strategy development and implementation, including self-service and knowledge with a focus on building an exceptional end-to-end customer journey. She is passionate about driving a seamless customer experience to allow Teradata to transform how businesses work and people live through the power of data. Kimberly holds certifications in KCS, Community Management, and Customer Experience with a Bachelor's Degree in Communications from UC San Diego and a Master's Degree in Organizational Development from the University of San Diego.
Co-Founder, President and CTO
Laurent Simoneau is Co-founder, President and CTO of Coveo, and is considered one of industry’s top enterprise search experts. Prior to Coveo, Laurent was CTO of Copernic, an early leader in desktop search, where he oversaw the company’s product strategy and directed the research and development of core technologies. Laurent also served as Chief Operating Officer at Copernic during which he successfully orchestrated the spin-off of the company’s enterprise search division in 2005 into what is now Coveo. Laurent is a graduate of Université du Quebec, where he holds an MBA degree. He resides in Quebec City with his wife and children.
Vector Business Navigation
Brad has had the privilege of leading organizations in their customer centric transformation at Symantec, Yahoo! and Sage as their CCO/CMO. Across his 20+ years of leadership Brad has led global support and service functions for Oracle, Openwave, and Verisign as well as small start-ups. Currently, Brad is the President of the board of directors for the Consortium for Service Innovation and through the work of the Consortium has helped 100’s of customer service organization better deliver deep value to their customers as well as better engage their employees. Brad is also a Co-Founder and Tribal Elder of the TribeCX Ltd, an alumni member of the Forrester Chief Customer Executive Council, and the Chief Customer Officer (CCO) council and a current Board Member & recognized innovator of Customer Experience Professional Association (CXPA). He is a recognized thought leader in the Customer Experience and Service Innovation space and has published dozens of articles for various online publications including for Forbes, New York Times, Fox Business and Entrepreneur. He is a frequent keynote speaker across the CX and Customer Service industries. Brad is home based in Irvine CA and is Founder/President of Vector Business Navigation, Inc. – A customer experience / customer success Transformation Consulting Provider servicing global customers since 2015.
Chairman and CEO
Louis Tetu is Chairman and Chief Executive Officer of Coveo. Louis brings three decades’ worth of leadership experience in the technology sector. Prior to Coveo, he co-founded Taleo Corporation, the leading international provider of cloud software for talent and human capital management, acquired by Oracle for $1.9B in 2012. Louis is a passionate entrepreneur and involved in private equity within technology, as well as infrastructure projects within emerging countries, and education and high school reinsertion for children from financially challenged families. He also serves on several Boards including Industrial Alliance Financial Group and the Quebec City International Airport authority, and is also Chairman of the Board of PetalMD, Canada’s largest medical cloud company.
Vice President/Principal Analyst, Digital Business Strategy
Brendan serves digital business strategy professionals and is an expert on consumer behavior and technology trends in the commerce engagement space. He is also a noted authority on market developments and vendors that help deliver today's leading strategies and tactics in digital excellence. In his research, Brendan covers such consumer-oriented, cross-vertical topics as eCommerce, personalization, omnichannel, CX best practices, engagement strategies, and conversion optimization. Brendan applies this knowledge to numerous industries and spends most of his time consulting with companies that are at the forefront of dealing with digital disruption. In addition to keynoting at global industry events and advising executive teams on digital strategy, Brendan is sought after for comments and insights by industry media such as Bloomberg, CNBC, NPR, PBS, The Economist, The Wall Street Journal, Time, and USA Today.