 |
Brad Smith Global Vice President of Support Experience Yahoo Brad Smith is a highly-regarded visionary and expert in leading-edge support delivery. As Yahoo’s Vice-President of Global Support Experience, he’s currently focused on creating “delightful interactions” across the company’s Assisted, Self-Service, Community and Social 911 Support channels, which serve 600 million Yahoo members and 75,000 advertisers. Previously, he served as Symantec’s Architect of Online Support, and spent many years managing online support operations for Verisign, Openwave, Oracle, InQuira, and other technology companies. He is currently a board member for the Consortium for Service Innovation (CSI). Brad on LinkedIn |
 |
Will French Support Manager Jive Software Will French is support manager at Jive Software, a developer of social business software applications. At Jive, Will was project manager and lead developer for the company’s migration from e-mail support to a new “personal support groups” model that the company now uses to create Web-based mini-communities for its enterprise support customers. Will on LinkedIn |
 |
Sue Bergamo Chief Information Officer BTE Consulting Sue Bergamo works as a contract CIO, helping large organizations start or transform IT business operations. She currently serves as CIO of the healthcare industry’s largest education provider. Previously, she held senior IT positions at two Aramark companies, Staples, and CVS. |
 |
Bill Brown Chief Information Officer Iron Mountain Bill Brown is Chief Information Officer at Iron Mountain, which provides secure data storage and information management services to more than 140,000 customers worldwide. A veteran operations manager, Bill has spent 25 years working with top technology services and distribution companies, including PCs Compleat, Send.com, JWP/Businessland, and Merisel. Bill on LinkedIn |
 |
Walter Reitz Vice President, Support Operations EMC Walter Reitz is Vice President of Services Operations at EMC Corporation. Walter oversees service program management, logistics, EMC Services Global Partners and Alliances programs and EMC’s customer satisfaction and customer loyalty research and assessment programs. Walter on LinkedIn |
 |
Marco Bill-Peter Vice President of Global Support Red Hat Marco Bill-Peter is Vice President of Global Support Services at Red Hat, a distributor of open source Linux operating systems and applications. Marco oversees support relationships for a wide range of Red Hat customers, ranging from major corporate accounts to individual users. Marco on LinkedIn |
 |
Peter Beacham Head of Global Service & Support Eagle Investment Systems Peter Beacham is the Head of Global Service and Support at Eagle Investment Systems. He has an extensive background in financial services and software technology, and before joining Eagle he served as Chief Technology Officer at the Bank of New York Mellon’s Asset Servicing Division. Peter on LinkedIn |
 |
Jim Katzman former Vice President, Customer Experience AOL Jim Katzman has spent much of the past 20 years managing customer touch points for major Internet and telephony companies, most recently as AOL’s vice president of customer experience. At AOL, his group handled call center monitoring, executive escalations, customer feedback, customer and product satisfaction surveys, service moderation, and business reporting. Jim on LinkedIn |
[Program subject to change]
