The Speakers
JD Ackley
Global CX Services Delivery Leader, Black Box
A highly experienced business communications professional with a deep knowledge of AI and digital transformation, JD is the Global CX Services Delivery leader for Black Box, which is a GSI with a foothold in 138 countries. Based in Barcelona and the Chicago metro area, JD previously ran the contact centre for US-based Retailer, Macy’s.
Marlan Hardie
Chief Digital Officer, Worldwide Technology
Marlan operates as theChief Digital Officer for global service providers at World Wide Technology. With 20 years in the customer care industry and a consulting background, Marlan has worked with many of the largest call centers in the telecom, cable, financial services, media and entertainment organizations. He evangelizes that “the brands that deliver the best customer experience have already provide the best employee experience.
Diane Magers
CEO, Experience Catalysts
An accomplished senior customer experience, sales and marketing executive with diverse and exceptional leadership skills. Drives contribution to bottom line results through strategic planning and designing services to deliver consistent brand and value messaging. Innovative leader and expertise in customer engagement strategy, design, development, and execution. Extensive experience in design and implementation of sales, marketing and services solutions and applications including SAP. Known as an innovative and creative strategist, Diane has over 25 years of proven ability to identify opportunities in customer interactions. Her strengths include designing and launching services and solutions based on enterprise, customer and associate needs through various market channels.
Diane has demonstrated competence in startups, mid-size and Fortune 100 companies. Outstanding reputation for partnering, mentoring, promoting collaboration, and resolving complex business issues. Diane is speaking at Customer Experience industry events and consulting with companies to support and educate them as they build or enhance their customer experience practices.
