Our Speakers
Our Speakers from the 2022 Customer Service Revolution. Check back soon for our 2023 Speaker lineup!
You deserve expert guides advising on critical topics. That’s why we’re bringing you several Global Thought Leaders! Gain ability to thrive, stimulate new thinking and get inspired with a new lineup every Thursday in October.
Cassandra Worthy
Change Management
Master the Chemistry of Change: Empowerment to Unleash Your Inner Rockstar
Cassandra Worthy is the world’s leading expert on Change Enthusiasm®. She is lighting the world on fire with her refreshingly unique take on not just ‘managing’ but growing through change. Through her consulting firm Change Enthusiasm Global, she has shared this revolutionary approach for not only embracing change but using it to propel you to heights you never imagined with thousands all over the world. She is trusted by clients around the globe including MassMutual, Johnson & Johnson, CVS Pharmacy, Bristol Myers Squibb, SnapChat, and Cisco.
After spending nearly 15 years working as an executive within both Procter & Gamble and Berkshire Hathaway thriving through some of the biggest acquisitions ever recorded in the consumer packaged goods industry, Cassandra decided to cultivate the mindset and tools she had practiced to grow through these disruptions in a way that inspires, invigorates, and motivates others to grow through their change challenges.
Master the Chemistry of Change: Empowerment to Unleash Your Inner Rockstar
Cassandra Worthy | Speaker
The Change Enthusiasm® strategy presented in this keynote empowers the audience to self-assess their change emotions and redirect anxiety and fears into moments of opportunity.
This program is perfect for leaders and teams:
- Embarking upon or going through significant change or disruption such as merger, acquisition, or restructure
- Constantly challenged and stressed by having to grow the business, delivering exceptional customer service in the face of ever-changing customer behaviors and demands, with less time, fewer resources.
- Dealing with the complexity and frustrations of changing the way they work through digital transformation, new software integration, and/or new business practices in the pursuit of exceptional customer experiences
The audience will leave with:
- An inspired perspective that managing and championing significant shift is entirely possible and even enjoyable.
- Steps to cultivate a growth mindset to thrive in the face of stressful and frustrating change.
- The education, energy, and motivation to take the first step to be becoming a Change Enthusiast.
John Ruhlin
Client Retention
REFERRALS WITHOUT ASKING
John Ruhlin is the world’s leading authority in maximizing customer loyalty through radical generosity. He is the founder and author of Gift·ology and has been featured in Fox News, Forbes, Fast Company, Inc and New York Times. While becoming the #1 performer out of 1.5 million sales reps for one of the world’s most recognizable brands, John developed a system of using generosity to gain access to elite clients and generate thousands of referrals. He and his firm now help automate this process for individuals and organizations like UBS, Raymond James, DR Horton, Keller Williams, the Chicago Cubs, and Caesar’s Palace. John and the Gift·ology team can help any individual turn their clients into their own personal sales force to drive exponential growth.
REFERRALS WITHOUT ASKING
John Ruhlin | Speaker
The proven system to grow sales with gratitude and 10x your sales team referrals on a consistent and predictable basis. John's engaging message will share his proven Gift·ology Marketing System that, if followed, will 10x your referrals. He also shares the common pitfalls most companies fall prey to as they look to deepen client relationships, inspire employees, and pursue Dream 100 prospects.
Jess Pettitt
Diversity and Leadership
Good Enough Now
Jess Pettitt, M.Ed., CSP, has always had a foot in two different approaches to her life. Perhaps it is her Texas roots, but she believes to thrive in this world you have to ride two horses at once – one of humility and one of ego. This is why while hosting and performing stand-up in NYC she also worked as a diversity and inclusion specialist as a day job. She quit her day job after a decade and almost 20 years later still uses humor to deliver actionable content related to everything you ever wanted to know about where leadership and diversity collide but are afraid to ask. Though often referred to as a thought leader, Jess responds that she just makes leaders think. For Diversity, Equity, and Inclusion work to stick, the first step is a conversation that matters about what you don’t know you don’t know then you can do the best you can with what you have some of the time without getting sued, losing talent, or failing customers.
Good Enough Now
Jess Pettitt | Speaker
Sitting around pointing fingers and waiting for change to appear on the horizon—has it ever worked for you? Do you feel imbalance between who you are and who you think you should be? Do you see fulfillment, better relationships, and stronger teamwork as something to work for, but not possible now?
In her breakthrough message, author and keynote speaker Jess Pettitt reveals the truth about how we can be the best versions of ourselves now! By being our authentic selves, we can immediately improve our companies, relationships, and communities.
Good Enough Now is an innovative and practical guide to ridding yourself of self-doubt, self-limiting beliefs, and habitual excuses.
Learning Outcomes:
- Being true to yourself
- Building on your strengths
- Supporting others in their strengths
- Building better teams
- Serving others
- How to lead others better
Marcus Engel
Compassion
Change The Things You Can
Marcus Engel, M.S., CPXP, CSP is a Certified Speaking Professional & author whose messages provide insight and strategies for excellent patient care. His keynote presentations have been witnessed by tens of thousands of healthcare professionals and his books are used in scores of nursing and allied health programs to teach the basic foundations of caregiving.
As a college freshman, Marcus Engel was blinded and nearly killed after being struck by a drunk driver. Through two years of rehab, over 350 hours of reconstructive facial surgery and adaptation through a multitude of life changes, Marcus witnessed the good, the bad and the profound in patient care.
Marcus holds a B.S. in sociology from Missouri State University and a M.S. in Narrative Medicine from Columbia University in the city of New York. And he is currently an adjunct professor at the University of Notre Dame where he teaches pre-meds the art of “being with.”
Marcus lives in Orlando, Florida with his wife, Marvelyne, and his Seeing Eye dog, Elliott.
Change The Things You Can
Marcus Engel | Speaker
Marcus Engel speaks from experience. As a college freshman, Marcus lived through an unimaginable trauma which also left him completely blind; all caused by a 2nd party drunk driver.
Through hundreds of hours of reconstructive facial surgery, years of recovery and a multitude of life changes, Marcus’ strength and determination to return to college carried him through some of the most profound events of our human experience.
Marcus’ story, shared with vulnerability and authenticity and humor, brings audience members into the experience. Marcus provides emotional safety for audiences while challenging them to recognize the struggles they see around them on a daily basis. His engaging and relaxed speaking style helps individuals understand that they, too, have the power to be present, compassionate and empathetic to the individuals in their lives that are struggling.
Marcus focuses on acceptance, forgiveness, diligence and affirmation that all of us have our own personal adversity. Yet, our struggles don’t have to be what define us. Marcus encourages audience members to see their obstacles as opportunities, to honor the past but face the future and to appreciate the gift of life.
Marcus is a story, a message and a speaker you will never forget!
Sal Valentinetti
Entertainer
How Delivering an Authentic Experience Can be Life-Changing
Sal Valentinetti is a crooner from Long Island, New York. From starting out delivering pizzas, to appearing on reality TV, to selling out shows across the country – his career continues to grow.
Born August 26, 1995, Sal was influenced early on by his Italian-American grandmother to love the musical genius of the classic crooner sounds of Dean Martin, Tony Bennett, and Frank Sinatra.
Sal started in music by playing instruments that included the baritone horn, base trumpet, tuba, and trombone. Ironically, the power of his voice was discovered by accident. During a horn lesson in high school, the instructor asked him to choose a song to play. He couldn’t think of the name of the song his grandmother used to play for him, so he started singing the lyrics to Bobby Darin’s “Mack the Knife.” Taken aback by his voice, the instructor immediately urged him to start taking singing lessons. With further encouragement from his family, Sal started to take his newfound talent seriously.
In 2016, NBC’s hit show America’s Got Talent was taken by storm by Sal “The Voice” Valentinetti. His audition went viral and reached over 100 million views on YouTube.
The then 20-year-old college student was now in the global spotlight. After belting out the classic Frank Sinatra hit, “My Way,” Sal not only received a standing ovation from the audience but was awarded the coveted “Golden Buzzer” from supermodel judge, Heidi Klum. As a finalist who reached the top five on the show, Sal later performed a holiday duet of “Santa Baby,” along with Klum.
How Delivering an Authentic Experience Can be Life-Changing
Sal Valentinetti | Entertainer
Learn how Sal went from humble beginnings delivering pizzas in Long Island, New York to today a singer, selling out shows across the country.
In 2016, as a 20-year-old, Sal “The Voice” Valentinetti exploded to stardom when his audition on NBC’s hit show America’s Got Talent went viral and reached over 100 million views on YouTube. After belting out the classic Frank Sinatra hit, “My Way,” Sal not only received a standing ovation from the audience but was awarded the coveted “Golden Buzzer” from supermodel judge, Heidi Klum.
What makes Sal such a sought-after singer, is not only his amazing voice and how he performs the musical genius of the classic crooner sounds of Dean Martin, Tony Bennett, and Frank Sinatra, but the way he brings his authentic personality into his performances to create an incredible experience for his audiences.
Dan Thurmon
Leadership
Positive CHAOS
Dan Thurmon is the founder and President of Motivation Works, Inc, a company that helps leaders and their organizations move confidently through change and transformation, so they become, achieve, and contribute MORE.
His clients include Bank of America, Coca-Cola, Delta Airlines, Honeywell, Johnson & Johnson, Kraft, Marriott, Microsoft, Procter& Gamble, Prudential, State Farm, and Walmart. Dan is an expert speaker and performer. He’s delivered thousands of presentations across six continents for audiences including world leaders, Fortune 500 companies, entrepreneurs, educators, and even troops on the front lines of battle in Iraq and Afghanistan.
In 2011, he was inducted into the prestigious Speaker Hall of Fame — and is one of fewer than 200 living speakers to have received this honor. Dan has served as the President of the National Speakers Association. During his tenure, he led the Board of Directors and the 3,000+ member organization through a critical transformation, which included new governance; new mission, vision, and values; higher member value; and greater financial accountability.
Positive CHAOS
Dan Thurmon | Speaker
We're living in a time where "change" has become "CHAOS." Events that seem unpredictable and out of our control can create an environment of anxious overwhelming stress. Or, you can leverage today's CHAOS into breakthroughs of understanding and exponential future results.
Dan will teach you the truth about CHAOS. You'll gain insights and tools to transform your CHAOS from a negative state to a strategic advantage. Learn to see clear patterns in what now appears random, and take intentional action to shape them for your benefit!
- Understand and use the principles of Chaos Theory in order to take more confident action during uncertain times.
- Identify existing patterns within seemingly random or unpredictable events, or within consistent recurring similar situations and obstacles.
- Shape those patterns more intentionally to create dramatically better future results.
At the end of this presentation, attendees are more resourceful, confident and comfortable in the midst of change, for themselves and those they lead.
Judson Laipply
Motivation
The Evolution of Service
Judson Laipply M.Ed, CSP is an enigma wrapped in an anomaly contained inside a quandary. Combining comedy and content, laughter and learning, energy and engagement Judson gives his audiences both immediate joy and lasting impact. He helps audiences understand the difference between change and evolution while teaching them to embrace struggle, engage choice, and ultimately evolve. He’s been featured on the Today Show, Ellen, Oprah, GMA, and more. He is the world’s first YouTube Celebrity and his finale “The Evolution of Dance” has over a billion impressions and was the first video ever to hit 100 million views. He’s been speaking and performing for over 20 years and has been all around the globe. He is also an Ironman Triathlete, terrible singer, and reformed Kool-Aid eater. Learn more at www.judsonlaipply.com.
The Evolution of Service
Judson Laipply | Speaker
Everything changes. Not everything evolves. Is your customer service evolving? Are you continuing to meet the evolving needs of your customers at a level beyond your competition? The worlds keeps moving faster requiring even greater constant evolution in order to avoid getting left behind. Judson Laipply will help you explore the difference between change and evolution through the lens of customer service in order to elevate your service strategy to ensure you stay ahead. Everything changes but the question remains – will you evolve?
Ryan Magnon
Chick-fil-A
Create a Culture of Genuine Care
Ryan Magnon is a recognized leader in service excellence, hospitality operations and quality management practices. He currently serves in the role of Sr. Operations Lead, Field Operations for Chick-fil-A. Ryan’s primary responsibilities include partnering with Chick-fil-A Restaurant Franchisee Owner/Operators across the chain to help them develop effective operational strategies in order to grow sales and improve the customer experience within a meaningful Brand.
Ryan has enjoyed a successful career, beginning with his service as a Quality Officer in the U.S. Air Force after selection to US Air Force Flight School.
Prior to Chick-fil-A Ryan served as Vice President of Quality for The Capella Hotel Group, joining forces with the former creator and leaders of The Ritz-Carlton Hotel Company to build a new luxury hotel brand, Capella Hotels and Resorts.
Create a Culture of Genuine Care
Ryan Magnon | Speaker
Hear how Chick-fil-A intentionally strives to create a culture where those inside the organization are truly cared for so that they may care genuinely for, and win the hearts of, every customer they come in contact with.
The world needs a little more love and caring - hear how Chick-fil-A Corporate, Owner/Franchisees and their teams aspire to do just that.
Focus topics:
- Servant Leadership
- Hospitality excellence
- Training tips
- Cultural Relevance
Jared Green
Employee Engagement
The Engage Equation
Jared Green is a speaker, author, and executive coach, who is most known for bridging the gap between human engagement and organizational development through his company, Engage 365. Jared focuses primarily on the areas that bring fulfillment to people’s lives (even at work) like values, purpose, culture, and innovation. These are the essentials of engagement that optimize and retain talent for companies like Chick-fil-A, Salamander Resort & Spa, the National Association of Basketball Coaches, and Premier Automotive. In 2020, Jared launched “Huee”, an employee engagement app that transforms the employee experience with technology and gamification. His mission is to reimagine and redesign the employee experience with people strategies that best support business strategies.
The Engage Equation
Jared Green | Speaker
Every organization has pockets of space between hierarchical levels that can often create ambiguity, communication breakdowns or even division (an us vs. them mentality). For startups and small businesses, the space is naturally smaller but as demand increases, the addition of more people, processes, and tools turn organisms into organizations. For historically larger organizations the vertical and horizontal space is not just natural, it’s accepted and expected. So much so that cross departmental collaboration or communication can feel offensive. At this point, a single department can function like a business in itself. Companies that operate like this are effective, powerful, and seem larger than life to new hires and non leaders. So how do we breathe life back into these organizations and engage all of this space? And why should we?
The Engage Equation is based on a universal principle, humans were made to connect with one another. That does not mean that we need more lunch-and-learns, company outings, or Kumbaya moments. During this breakout, you will be inspired and equipped to engage your organization in unique ways that boost alignment and make work less like a job and more like a fulfilling experience. That’s where transcendence lives. To transcend is to exist or go beyond the range or limits of something. In this case, our ‘something’ is basic employment and the work that comes with it. Learn how employee engagement solves the problems of bad culture, low productivity, and poor retention.
Joel Sylvester
Contact Center Customer Care
How to Build a World-class Call Center: Technology You Need to Implement Right Now
With over 20 years of crafting exceptional customer experiences under his belt, Joel Sylvester has an unsurpassable passion for customer service. His career spans hundreds of companies, working with brands like Mayo Clinic, Wells Fargo, South Carolina Parks, Ohio Parks, and Fellowes, helping each enhance their customer experience. Joel has recruited, trained, and coached award-winning customer service teams across the world in retail, banking, healthcare, and manufacturing. He is a graduate of the University of South Dakota, and during his career was named Wells Fargo Star Performer, and led teams named to the Inc. 5000, as Fellowes Partner of the Year, and recipients of the South Dakota Governor’s Award.
Joel lives in Sioux Falls, SD, with his family, and is the Chief Client Officer at Five Star Call Centers. He serves on the board of the Sioux Empire United Way and has been named their Volunteer of the Year. Joel is an advocate for the employment of those living with disabilities and actively speaks with community groups and businesses on the topic.
How to Build a World-class Call Center: Technology You Need to Implement Right Now
Joel Sylvester | Speaker
Are you struggling to create the world-class customer service your company needs? During this session, learn how to leverage the right technology in your call center to boost your customer satisfaction scores. AI, IVA’s, recruitment technology, and more will be covered.
Joel Sylvester is a leader in the call center industry with over 25 years’ experience. He is currently a partner and Chief Client officer at Five Star Call Centers, a customer care call center serving the healthcare, retail, product support, government, financial, and hospitality industries.
John DiJulius
Customer Experience
The Great Retention
The authority on world-class customer service and John doesn’t just talk about it either – He lives it. John has been a successful entrepreneur of two businesses:
John Robert’s Spa, a chain of upscale Cleveland locations repeatedly named one of the top 20 salons in America.
And The DiJulius Group, a customer experience consulting firm that uses the X-Commandment methodology to providing a World-Class customer experience.
When John’s not running the daily operations of both businesses,He’s also a Keynote speaker, international customer experience consultant and best selling author of five books. Through his expertise, he has had the privilege of working with world class companies like the Ritz-Carlton, Lexus, Starbucks, Nordstrom, Nestle, Marriott Hotel, Pricewaterhouse Coopers, Cheesecake Factory, Bausch & Lomb, Progressive Insurance, Harley Davidson, State Farm, Chick-fil-A, Entrepreneurs Organization, YPO, Aveda, and many more!
The Great Retention
John DiJulius | Keynote Speaker
Great companies help people live great lives. The Great Retention is about obsessing over the experience culture you create for your team members and customers. During these economic times, you can’t compromise your hiring, training, or the customer experience your company delivers.
Learn:
- How to position yourself to make 2023 your best year ever
- What the future of customer experience looks like and how you need to get there now
- How to recession proof your business. Participating in the recession is optional
- Now is the time to play offense and lap your competition
- How do adjust your customer experience to marry A.I. with the human interaction
- How to create a recruitment experience that makes you the employer of choice
- How to build strong employee loyalty in a virtual world
Dave Murray
Customer & Employee Experience
Internal Culture
Complaints 101
Dave helps clients generate fresh, game-changing ideas and then turn those into actionable systems.
Dave’s role at the DiJulius Group is that of a facilitator, where he strives to make all participants feel comfortable – creating an ideal environment for idea generation and sharing.
Dave’s passion is helping organizations create new standards that help them deliver a better experience to their customers – and also make the company an even better place to work!
Prior to joining TDG, Dave had 20 years of experience in customer service, marketing, and sales, primarily in the sports and entertainment industry. Dave’s experience varies from leading call centers and front-line team members to working closely with key partners and stakeholders.
Internal Culture & Complaints 101
Dave Murray | Speaker
Internal Culture
Building teams that work together - focused on the Customer. Departments operating in silos, poor internal handoffs, and miscommunication are all employee dissatisfiers - and have a negative impact on customers. Learn how to fix these common pitfalls and get all team members focused on your customer’s experience.
Complaints 101
Complaints to any organization are truly a gift, especially these days as consumers have so many options. Are your teams handling these important interactions consistently well? Are you tracking the issues and outcomes to monitor trends and bigger issues? Learn some easy-to-implement standards and how to create a service recovery playbook.
Jess Pischel
Customer & Employee Experience
Customer Experience Executive Panel
As a Customer Experience Consultant with The DiJulius Group, Jess helps clients generate ideas, turn them into systems, and then implement them enterprise-wide. Jess has a passion for working on meaningful projects while creating leaders that move results through their people.
Jess is a strong, critical thinker, whose analytical and strategic skills bring a holistic approach to all projects – leaving nothing to chance.
Jess has been personally trained on the trademarked X Commandments methodology by John DiJulius and uses this methodology regularly with our clients. Jess’s priority in every client engagement is to create new customer experience standards and implement systems that lead to concrete, measurable results.
Jess is also a keynote speaker that loves to share her clients’ best practices and provide content that her audience can apply immediately in both their professional and personal lives.
Customer Experience Executive Panel
Jessica Pischel | Speaker
Customer Experience Executive Panel
Learn the information and skills needed to solve today’s biggest CX challenges.
In this tell-all session, the top Customer Experience Executives, from multiple industries, unveil how to overcome roadblocks and hurdles while avoiding costly mistakes. Find out what it takes to lead an organization’s entire customer and employee experience from those who have mastered it.
Discussion Topics:
- How to gain executive sponsorship
- How gain buy-in from the critics and cynics
- How to rollout new training material and implement change management best practices
- What are the keys to measure success
- How to make it stick so that your program doesn’t become “flavor of the month”
Joe Wolfcale
Topic: Coming Soon.
Joe is an executive by experience, and a teacher by heart. Joe finds great satisfaction in helping others turn concepts and ideas into practical reality within their business.
He have been an executive leader for nearly 20 years, including over 10 years as a Chief Executive Officer. His industry experience ranges from manufacturing to healthcare, with most of his executive experience in healthcare. Joe’s success is directly tied to servant leadership – serving his customers and team to the highest degree.
Implementation - Bringing Your Ideas to Life
How to Spark a Fire that Keeps on Burning
Brittni Walker | Breakout Speaker
Most companies have more ideas than they know what to do with. But how do you go from great ideas on paper to consistently executed concepts?
Brittni is an expert on developing and implementing customer service systems and employee engagement strategies, both at the consumer banking company where she serves as Director of Customer and Employee Experience, and at the organizations where she leverages her expertise as a consultant. Brittni knows that becoming world-class does not happen in a single spark....it takes a slow burn.
How do you start a cultural revolution that doesn’t fizzle out at your workplace? In Brittni’s breakout, you will learn:
- How to roll out your ideas with flair and spark a fire that keeps on burning
- How to set a path, train on it, and stick with it
- How to keep the flame alive and keep your ideas from becoming just the “flavor of the month”
Brittni Walker
Customer & Employee Experience
World Class Leadership - Coaching Culture
Brittni, working at Advance Financial for ten years, leads the company culture as the Director of Experience. She also serves as the Executive Director of Community Outreach promoting community volunteerism as well as building and maintaining non profit relationships across the state of Tennessee.
In her previous role with Advance Financial, she served as the Customer & Employee Affairs Coordinator and then quickly advanced to the management level where she was able to fine tune her skills and refine the Customer and Employee Experience.
Brittni’s passion is helping organizations create and implement systems that will lead to world class service for internal and external customers.
Brittni graduated from the University of Tennessee- Knoxville, where she earned a Bachelor of Arts in Psychology with a minor in Communications while mentoring young athletes as Head Cheer Instructor of Varsity Brands. In 2018, Brittni took her skills to the next level by earning her Customer experience certification from the Customer experience Executive Academy.
In her spare time, she loves spending time with friends and family, cheering on the Volunteers, hanging out at the lake, and ultimately enjoying life every day.
World Class Leadership - Coaching Culture
Brittni Walker | Breakout Speaker
Great coaches motivate teams and maximize their performance - both on the field and in the workplace. Learn how to cultivate a coaching culture in your organization by changing the leadership playbook to one that empowers and engages both coaches and their teams.