Category Archives: Speakers

Ament, Leslie

Leslie Ament
Retail Research Leader
Center for Industry Insights
Deloitte LLP
Editorial Board, Journal of Applied Marketing Analytics

LinkedIn

Leslie Ament recently joined Deloitte’s Center for Industry Insight. Previously, she served as Chief Research Officer and Principal Analyst at Hypatia Research Group, LLC and was a Customer Intelligence industry analyst who focused on how organizations capture, manage, analyze and apply actionable insight to improve customer management techniques. Research encompasses: Customer Interaction Management & Engagement, Advanced Analytics, Business Intelligence, Social Intelligence,Text Analytics & GRC. A CRM practitioner, Ament has driven process requirements gathering & implementation for both on-premise & SaaS CRM systems.

As such, she has authored highly pragmatic yet forward thinking primary research studies, exemplified by “How Customer Analytics & Insights Enrich Journey Design Processes: GalaxyTM Vendor Evaluations,” “Social Analytics & Intelligence: Converting Contextual to Actionable”, “Benchmarking Social Community Investments & ROI: Best Practices & Vendor Evaluation Guide.”, “ Operationalizing VOC Processes: Maturity Models & Best Practices”, “Business Intelligence in Healthcare industries: Vendor Selection Guide”, “Business Intelligence: Connectivity Options & Evaluation Criteria for Software-as-a-Service”, “Decision Science & Customer Analysis: Competitive Advantage or Necessary to Compete.”

Previously, Ament served on management teams & lead global marketing & market research groups at Demantra, Inc. (acquired by Oracle), Arthur D. Little Management Consulting, Harte-Hanks, Banta Corporation, International Thomson Publishing (Chapman & Hall, UK) & Carnegie Hall, Inc. She is a member of the American Marketing Association, Society for Competitive Intelligence Professionals, Customer Relationship Management Association, DataShaping Certified Analytic Professional, Arthur D. Little Alumni Association, and a four-year Board Member of the Product Management Association. 

Ault, Dan

Dan Ault
Assistant Town Manager
Cary, N.C.

Dan Ault joined the Town of Cary as Assistant Town Manager and Chief Innovation Officer in December 2016. In this role, he serves as the key architect and strategist for Town Manager Stegall’s vision of creating a more adaptive and resilient organization. Ault’s focus on organizational development, communication, and technology are redefining the way Town employees engage and collaborate with the public and each other. Prior to working for the Town, Ault spearheaded the City of Elgin’s 311 initiative. While at Elgin, Ault developed the City’s mobile app in-house and implemented cloud applications across 21 departments. He also initiated Elgin’s smart city, cloud-first strategy, which brought innovative private-sector business applications to the public sector.

Ault graduated from the University of Wisconsin-Stevens Point in 2008 with a Bachelor’s degree in Political Science and Public Administration. In 2010, he received his Master of Public Administration Degree from Northern Illinois University.

Boudousquie, Allyson

Allyson Boudousquie
VP Market & Product Strategy
Convergys

A popular speaker, published author, and subject matter expert on customer experience, Allyson brings a practical perspective to her role as Senior Director of Market Strategy, Product Management and R&D at Convergys. Her team is responsible for the market strategy and development of Convergys’ omnichannel interaction suite, which includes voice, mobile, agent desktop, and proactive communication solutions, as well as the new Customer Interaction Hub. Prior to joining Convergys, Allyson helped manage the collections practice for the second-largest financial institution in the United States, was Director of Business Process Marketing for a leading software company, and led the product marketing team for the launch of a software suite that included workforce management, recording and quality management, performance management, campaign management, agent coaching, and eLearning solutions.

Brown, Charlie

Charlie Brown
CEO
Context Partners

LinkedIn

Charlie Brown is founder and CEO of Context Partners, a design firm maximizing relationship lifetime value. Charlie and his team pinpoint what’s important among groups, design engagements toward shared purpose and develop strategies to manage relationships at-scale for a brand or cause. His work has strengthened millions of relationships for clients including Microsoft, The Rockefeller Foundation and Frontier Communications. After years of observing how social entrepreneurs harness the power of communities worldwide, Charlie created a network methodology and practice for all organizations seeking to be leaders in what he sees as a relationship revolution. His approach, Community Centered Design, has been featured in Harvard Business Review, Forbes, FastCoExist.com, and Stanford Social Innovation Review.

Buljan, Silvana

Silvana Buljan
Founder and CEO
Buljan & Partners Consulting

LinkedIn

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Silvana Buljan is involved in CRM and Customer Experience projects since 1998 when she started working as management consultant. In 2002 she founded her own consulting business dedicated to make CRM and Customer Experience work in client projects, mainly through customer-centric processes, customer-driven organizational structures, and employee committment (customer centric culture and leadership) – Buljan & Partners Consulting. Today, Buljan & Partners is considered a leading boutique consultancy for Customer Experience and Customer Centric Management in Europe. Silvana is involved as subject matter expert and mentor in initiatives like customerthink, GCCRM, Customer Futures, CRM Idol, PWN, etc. In 2012 she enriched her consulting and entrepreneurial skills with an Executive Coach certification, with the objective to dig deep into organizational and cultural change by working with top management leaders. 

Busse, Randi

Randi Busse
President
Workforce Development Group, Inc.

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Randi Busse (Bus-ee), President of Workforce Development Group, has been helping employees to delight customers for more than 20 years. Her training programs teach employees to “think like an owner, not a renter,” yielding rave reviews from her clients, because the culture of their organizations change and their customers rave about them. She’s co-author of the book, “Turning Rants Into Raves: Turn Your Customers On Before They Turn On YOU!”, written for CEO’s, business owners and managers that want to improve the experience they are providing to their customers. Randi is a dynamic speaker with the ability to make audiences listen, nod, laugh….and connect the dots between their own experiences as a customer and how their behavior and the way their employees treat customers affects their bottom line.

Caputo, Chris

Chris Caputo
Project Manager
CATIC

LinkedIn

Chris Caputo is a dynamic leadership professional with a proven ability in partnering directly with key business stakeholders, subject matter experts, and IT resources to implement strategic enterprise objectives. He has more than twenty years of leadership and hands on experience in IT Leadership, Business Analysis, Project Management, Consulting, and Training in the financial services, healthcare, government, software development and services industries.

He has been a Project Manager for CATIC which is New England’s largest domestic and only Bar-Related title insurance underwriter for over five years. Chris manages a portfolio of infrastructure and software development projects many of which require the selection of a product or service.

Chris earned his PMP in 2009. He lives in Connecticut with his wife and two teenage boys. When he’s not managing projects you can find him on a baseball field either coaching or umpiring as he just started his 27th season of calling balls and strikes. He’s a member of the National Association of Sports Officials and sits on numerous youth baseball boards in Connecticut.

 

 

Casalaina, Marco

Marco Casalaina
VP Products
Salesforce Einstein

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Marco S. Casalaina is VP Product Management of Salesforce Einstein. He was previously VP of Applications at RingCentral, where he ran RingCentral’s contact center and collaboration business units. Prior to that he was VP Products at machine learning startup KXEN, which was acquired by SAP AG in 2013. This is in fact Marco’s second stint at Salesforce – during his first term at Salesforce, from 2005 to 2010, he was one of the original developers of the Service Cloud product and then its product manager. He holds a Bachelor’s Degree in Computer Science from Cornell University.