Customer Service
track speakers

The conference runs from 7:00 am to 4:45 pm.

After the Opening Keynote, Networking Break and Strategic Briefings, the Customer Service Track offers an exceptional group of speakers:

Roger Paulson

Track Introduction

Roger Paulson
Practice Director, UWEBC

Crystal Collier Electronic Arts

Crystal Collier

Head of Strategy, Programs and Insights
Electronic Arts

Crystal Collier is a pioneer in increasing engagement to enhance a company’s customer experience (CX). Her 20-year career has been devoted to CX transformations by understanding behaviors and improving the interaction between employees and customers in a variety of industries, including interactive entertainment, insurance, automotive, cable TV, internet and multilevel marketing. Crystal leads strategy, programs and insights for Electronic Arts Worldwide Customer Experience. She is the former CEO of CX Solutions (previously TARP Worldwide) and former Vice President of Member Communications at Aol.

Crystal is passionate about using technology and data to help organizations understand what matters and develop strategies to strengthen customer relationships and increase the bottom line. She is a featured speaker on CX strategy and practice, most recently at the Consero CX Leaders Forum.

Regan Heckethorn Allegiant Travel

Regan Heckethorn

Director of Customer Care
Allegiant Travel Company

Currently the Director of Customer Care for Allegiant Travel Company, Regan Heckethorn has been a hands-on leader in the evolution of customer experience and operations in the hospitality, medical, banking and airline industries. For a little over three decades in Las Vegas, Nevada, she has held leadership roles for Fortune 500 companies, such as Wynn Resorts, SITEL and Capital One.

Regan has a proven track record of forging strong professional relationships and building “startup” teams for hotel openings such as Wynn Las Vegas, Encore, Encore Macau, Cosmopolitan and SLS Las Vegas. In her professional experience, she leads with the philosophy that your culture is defined by your people, and she continues to coach and lead others that the value of the “heart” can make or break your business.

Esteban Kolsky ThinkJar

Esteban Kolsky

Principal and Founder

Esteban Kolsky is the Principal and Founder of thinkJar, an advisory and research think tank focused on customer strategies. He has over 28 years of experience in customer service and CRM consulting, research and advisory services. Before founding and running thinkJar six years ago, Esteban spent eight years at Gartner, focused on customer service and CRM research. While there, he coined the terms enterprise feedback management (EFM) and customer interaction hub (CIH). In addition, he researched and wrote on the social networking topics that led to today’s revolution and assisted Fortune 500 and Global 2,000 organizations in all aspects of their customer strategies and deployments.

Esteban is currently advising vendors and organizations on how to transform their organizations in our new interconnected, collaborative and social worlds to create better value via customer interactions.

Michael Pace The Pace of Service

Michael Pace

The Pace of Service

Michael Pace wakes up each day envisioning how he can inspire companies to create environments, journeys and actions that help make their customers more successful. He believes wildly successful companies start with successful customers and associates. Through strong values, discipline and sharp customer focus, Michael builds experiences resulting in worldwide leading customer experience scoring, Net Promoter Scores, customer satisfaction and company profitability. He has shared his skills and competencies across a variety of industries, including by not limited to, financial services, luxury retail and marketing technology, and has led all to award-winning success.

Peter Slease CEB

Peter Slease

Principal Executive Advisor
CEB, now Gartner

Peter Slease is a Principal Executive Advisor at CEB, now Gartner. Peter leads a team of advisors who work with hundreds of senior executives and management teams around the globe on a wide variety of topics, including customer loyalty, multi-channel strategy and execution, measuring customer service experience and talent management.

Since joining CEB, now Gartner in 2007, Peter has provided significant guidance on customer contact and experience research that has been published in many forms. He is a principal contributor to "The Effortless Experience" and is a frequent speaker at industry conferences. Peter’s diverse and extensive experience in the industry has been shared with leaders around the globe, and his close partnership with organizations has measurable impact on both the company and the customer service experience.

Before joining CEB, now Gartner, Peter managed a customer service organization in the financial services industry for close to a decade. He received a Bachelor of Arts from the University of Notre Dame and a Masters of Arts in Teaching from the University of Portland. He lives in Wilmington, Delaware with his wife and three children.


The Customer Service Track is sponsored by:



Steering Committee members provide guidance on track content, topic suggestions and speaker selection. Thank you to the 2018 Customer Service Track Steering Committee:

Victoria AliaVictoria Alia
Director, North America Customer Care
Rockwell Automation

Scott ChristensenScott Christensen
Director, Contact Center
Mason Companies

Mike ZmudaMike Zmuda
Director, Customer Care Center

Roger PaulsonRoger Paulson
Managing Practice Director and Customer Service Practice Director

The Day At a Glance

Your day at the Business Best Practices & Emerging Technologies Conference is packed with content:

7:00-8:00 am Registration and Networking
8:00-9:30 am Opening Session and Keynote
9:30-10:20 am Networking Break & Strategic Briefings
(Strategic Briefings are from 9:45 to 10:10 am)
10:20 am -12:20 pm Track Sessions in Lecture Hall
12:20-1:30 pm Lunch & Table Topics
1:30-2:05 pm Networking Break & Strategic Briefings
(Strategic Briefings are from 1:30-1:55 pm)
2:05-3:25 pm Track Sessions in Lecture Hall
3:35-4:45 pm Closing Keynote and Raffle

Sponsors Banner
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CUNA Mutual Group
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Interested in sponsoring?

Contact Lori Wilson, Marketing and Communications Manager | 608-890-2449