Bill Porter is Founder of Porter Research and leads the Customer Experience and Loyalty practice today at the company. As a nationally recognized author, researcher, lecturer and consultant, Bill has spent the last two decades specializing in the business of customer experience, loyalty and satisfaction. As part of the expanding Customer Experience Management ( CEM ) movement today, the Customer Experience practice at Porter provides research programs proven to accelerate customer's revenues in the global marketplace.

Bill is author of the pioneering business book on the customer experience, Quest for Loyalty, plus a sales strategy business book, Sellers Edge, about buyer psychology and buyer types in today's marketplace.

With graduate degrees from both Rice University and the University of Texas, Porter has been a visiting lecturer on customer experience and loyalty strategy for MBA programs at the University of North Carolina, Emory University's Goizueta Business School and the College of Management at Georgia Tech.

In addition to regularly contributing to various customer service publications, Bill speaks at industry and professional association meetings on a frequent basis. In 2008, Bill will speak at the national CRMA Conference regarding a recent benchmark Survey he has been conducting on the customer experience of the future.

Scott Hornstein, author, lecturer and consultant, has worked with clients in all phases of marketing strategy, research and implementation. His customer relationship methodology emphasizes respect and trust in all forms of marketing, maximizing customer satisfaction, retention and lifetime value. Clients include: Microsoft, IBM, HP, AMA, DMA, Golden Rule Insurance, The Phoenician, Starwood Hotels and Resorts, Applied Biosystems, Franklin Covey, Merrill Lynch and AT&T.

His articles and interviews have appeared internationally in publications such as Brandweek, Adweek, Sales & Marketing Management, CRM, The DMA Insider, Direct, Relationship Marketing Report, DM News, Promo, Catalog Age, Marketing Power, Multichannel Merchant, Training Growth Innovations, Deliver, Internet Retailer and Business Marketing.

Scott is on the faculty of the Association Of National Advertisers. He has spoken for the AMA, ICMI, the U.S. Office of Personnel Management, NCDM, Direct Marketing Association regional, national and international conventions, Direct Marketing to Business and Inc. 500 conferences, New York University, Fordham, Mercy, Pace and Connecticut State Universities.

Scott's recent book is Opt-In Marketing, (McGraw-Hill).

A business and technology enthusiast, David Cummings founded Hannon Hill Corporation, an Inc. 500 company, in 2001 with the goal to provide powerful XML web content management (WCM) solutions, with an emphasis on personalized customer service. David is the CEO of Pardot, a web marketing automation on-demand software provider.

David has published articles on O'Reilly's XML.com and OnJava.com, in addition to popular web development sites such as SitePoint.com. He has presented at the Silicon Valley Web Guild, for Silicon Networks, and the Independent Computer Consultants Association (ICCA). With more than 10 years of software development experience, David is an experienced programmer and has written code for commercial applications in Java, PHP, ASP, and Visual C++. Prior to founding Hannon Hill Corporation, David worked as an engineer for IBM.

David serves as chairman of the board of the Technology Association of Georgia Content Management Society. A native of Tallahassee, Florida, David holds a bachelor of science degree in economics from Duke University and did course work at the London School of Economics.

Dr. Carol Ann Zulauf is an Associate Professor of Adult and Organizational Learning at Suffolk University in Boston where she co-designed the Master’s Degree Program in Adult and Organizational Learning, which focuses on applying systems thinking tools to practical applications, understanding the needs of adult learners, and incorporating organizational learning competencies into training and human resource development initiatives in organizations. She is the recipient of several "Outstanding Faculty" Awards and of the "Women Leaders at Suffolk" award. Dr. Zulauf specializes in leadership, team development, systems thinking, and customer dynamics. Her clients span high tech, federal and state governments, health care, education, and consumer product organizations. Dr. Zulauf has many publications to her credit, including the published book The Big Picture: A Systems Thinking Story for Managers.

Stacey DeVore is a Manager with Alvarez & Marsal Business Consulting, based in Chicago. Ms. DeVore primarily focuses on customer relationship optimization, operational performance improvement, call center transformation and marketing strategy, planning and execution.

With over 10 years of experience, Ms. DeVore is highly skilled in analyzing existing operations and implementing strategies, processes and technologies to improve profitability and manage costs, while increasing customer satisfaction and loyalty. She has deep experience in customer relationship management and call center optimization consulting, as well as financial analysis, call center operations and marketing management.

Some of Ms. DeVore's notable representative experience has included: guiding a functional team through the development of a new desktop (a homegrown system) for a leading global internet service provider; designing a quality assurance program for a 2,000-agent, multi-location call center operation of a major U.S. telecommunications company; defining a 24-month roadmap to address CRM capability deficiencies for the business-to-business operations of a major telecommunications company; and developing and executing on annual comprehensive marketing strategies for IBM Business Consulting Services within the telecommunications and energy and utilities industries.

Prior to joining A&M, Ms. DeVore was with IBM Consulting Services in Chicago, where she served as a marketing manager and senior consultant. Previously, she was a consultant with PricewaterhouseCooopers in Chicago; a manager, senior financial analyst with Midland Mortgage Co., based in Oklahoma City; and a newswire economics correspondent with InDepth Data Inc. in Washington, D.C.

Ms. DeVore holds a bachelor's degree in business administration from the University of Oklahoma and a master's degree in business administration from the Kelley School of Business at Indiana University, Bloomington.

Debra Green, a Senior Director with Alvarez & Marsal Business Consulting, specializes in customer and channel solutions for the services industry. She primarily focuses on customer experience, customer interaction management and contact center optimization.

With more than 20 years of financial services and telecommunications experience, Ms. Green is skilled at motivating and directing results-oriented, quality-focused teams within fast-paced, customer-driven organizations. She is accomplished in strategic market consolidation and capacity planning, contact center outsourcing, customer relationship management (CRM) strategy development, process analysis and redesign, contact center optimization, business and technical requirements definition, technology utilization, and organizational design and implementation.

Prior to joining A&M, Ms. Green spent seven years with two of the Big Five consulting firms, where she served as a leader and senior manager on CRM services teams. As a member of the CRM practice, she was responsible for leading engagements to assist clients in developing strategy, process, and enabling technologies for delivering customer centric sales and service.

Most recently, she was influential in the successful contact center optimization and relocation initiative for a large wholesale and retail financial services company on the West Coast. Ms. Green's previous assignments have included U.S. Bank Corporation; Discover Card; Charter Communications; Verizon; Time Warner; Van City Credit Union, a full service financial services company in Western Canada; Bank of America; Disney; and Avaya.

Before becoming a consultant, Ms. Green worked in sales and service at AT&T Broadband, where she was responsible for the consolidation and migration of customer service, inside sales, collections, and dispatch operations to a new Regional Call Center. Ms. Green began her career at Household International, where she held various leadership positions, including vice president of retail services' national account and private label credit card program.

Ms. Green earned a master's of business administration degree from the University of North Carolina Graduate School of Business Administration, American Financial Services (AFSA) program. She completed her bachelor's degree at the University of Connecticut and the Household International Career Development Center, Executive Education Series.

Ms. Green is a board member of Women in Cable and Telecommunications (WICT), and served as the Chicago Chapter president in 1999. She is a member of the Society of Consumer Affairs Professionals and the National Telemarketing Association.

Karl E. Sharicz is the Manager of Customer Loyalty & Retention for SimplexGrinnell, a business unit of Tyco International. Karl is responsible for managing SimplexGrinnell’s customer loyalty initiatives including all voice of the customer feedback channels. As an integral component of the customer feedback process, Karl and his team have developed a highly visible closed-loop service response and recovery system that ensures immediate attention and action is brought to bear with any customer need. He has over thirty years of client-relations and business management experience and has served in various Marketing and Training Management roles over that time. Karl is a graduate of Suffolk University, holds a Master’s degree in education from Boston University, and has served in a leadership capacity for several professional organizations.

Ginger Conlon, editor-in-chief, publications, of 1to1 Media, is responsible for the direction and day-to-day editorial operations of 1to1 Magazine and its e-newsletters. Additionally, she serves as vice president of analyst relations for the CRM Association.

Ms. Conlon is a 20-year industry veteran, having covered sales, marketing, and customer service strategies and technologies since starting her journalism career. Previously, she served as editor-in-chief of CRM magazine. Prior to that, she was managing editor, technology editor, and Web supervisor for the award-winning business publication Sales & Marketing Management . In addition, Ginger has worked as a business book editor for such authors as Jay Conrad Levinson and George Colombo. She is a graduate of the Pennsylvania State University.

Kristin is the Director of Process Improvement for DeKalb County, Georgia (pop. 720,000), facilitating in the design, analysis, development, business process re-engineering and production of numerous governmental projects. She is currently the director of two countywide technology projects: The implementation of a comprehensive 311 System and Criminal Justice Information Sharing, (CJIS).

Her career in government began as a Police Officer and led to Administration working for a County Manager as a Management Assistant. She is a former Security Inspector for two Department of Energy, (DOE) nuclear research facilities focusing on counter-terrorism preparedness and consultant to state and local governments on operational efficiency and effectiveness.

Kristin has an undergraduate degree in Administration of Justice from Wichita State University in Wichita, Kansas and a graduate degree in Public Finance from Rockefeller College, the Public Affairs and Policy School of the State University of New York in Albany, New York. She is on the Board of Directors for the National Association for Justice Information Systems, (NAJIS), is an instructor for a University of New Orleans course in "Managing Criminal Justice Technology in the 21st Century" and an instructor for the Government Finance Officer's Association, (GFOA), in a Constituent Relationship Management, (CRM) course.

In 2007, she was named as one of the top three women in Georgia by Women in Technology, (WIT) and was recently named to the Leadership DeKalb Class of 2008. She is on the Executive Committee at Harvard University's Kennedy School of Government to develop and implement a 311 "Community of Practice". She has also been a keynote or presenter at justice information and technology conferences on Criminal Justice Information Sharing (CJIS), 311 development and CRM, technology risk analysis and disaster preparedness in local government. She is also a contributing author in a book titled: "First to Arrive: State and Local Responses to Terrorism."

As Spunlogic's Director of Behavioral Research, Dr. Melissa Read helps clients leverage human Psychology to explain, predict and influence online behavior. Dr. Read combines sound science with knowledge in human behavior to design research programs, analyze data and turn findings into interactive marketing strategy. Her unique methodology helps clients create more seamless interactions between users and the products and services they interact -- dramatically enhancing their sales and marketing efforts.

Dr. Read earned her doctorate in Psychology and is a former Assistant Professor of Human Factors Psychology. Her work has been published in the Journal of Psychological Science and she has presented her research at Harvard and the Beckman Institute for Advanced Science & Technology. After spending several years in the academic world, she transitioned into industry to bring her expertise into applied environments.

Bill Price founded Driva Solutions, LLC in September 2001 after serving as Amazon's first Global VP of Customer Service. Driva Solutions and its sister company Driva Automation provide integrated contact center consulting services and products for Contact Optimization (getting the most from as few customer-generated contacts as possible); Performance Optimization (finding, hiring, and holding onto "best agents"); and Sourcing Optimization (answering "where in the world do we go (next) for contact center operations?" and "how on earth do we make it al work?").

Bill co-founded the 10-country LimeBridge Global Alliance to serve customers all over the world, and chairs the 32-company Global Operations Council that he formed in early 2002 to share "best practices and worst experiences" across their 300,000 global customer support agents. Bill started his career with McKinsey in its San Francisco and Stockholm offices, working on what turned into In Search of Excellence; was then COO at early IVR service bureau ACP, which MCI acquired; during the 1990s built MCI Call Center Services' automation, consulting, and agent outsourcing divisions; and was named one of the first Call Center Pioneers in 1997.

Bill is a frequent keynote speaker, writer, graduate school CRM instructor, and advisory board member, currently finishing his first book The Best Service is No Service with Jossey-Bass, an imprint of Wiley. He graduated from Dartmouth College and the Stanford Graduate School of Business, and lives in Bellevue, Washington.

Mike Wittenstein, founder and chief experience officer at storyminers, helps top service brands provide better experiences for their customers by showing them how to make-and keep-the right promises. He is known for his quick grasp of getting from the usual to the ideal in logical steps everyone can understand. A pioneer in experience design at the scale of large enterprise, Mike has introduced the 'big picture' for IBM, Holiday Inns, Wingate Inns, Val-Pak, McDonald's, and others and has also led the follow-on front-line execution work.

Prior to storyminers, Mike was the e-visionary for IBM Global Services consulting and founder/ceo of GALILEO, one of the country's first interactive agencies. His MBA in international management is from Thunderbird and his BA in foreign languages (he speaks four) is from the University of Florida.

Pete Winemiller began his career with the Seattle SuperSonics in 1995 as Director of Sales. In that position he was responsible for overseeing all ticket sales for the Sonics and the Continental Indoor Soccer League World Champion Seattle SeaDogs.

In 1999 his departments were instrumental in securing the WNBA's league requirement of 5,500 season-ticket deposits needed to establish a WNBA franchise for the city of Seattle. Pete's departments ultimately secured 7,200 season-ticket deposits - a league expansion-team record - and the WNBA's Seattle Storm was born.

Pete has taken on the role of managing the organization's Guest Relations, Executive Suites and Restaurants & Clubs departments, where he is currently realizing his goal of creating repeat Guests to increase company revenue.

In addition, he has taken on the role of establishing a training division for the organization. The focus of the training effort is educating the frontline staff of The Basketball Club of Seattle and Sonics & Storm business alliance partners on the subject of "Guest Care Leadership™" as well as on the topic of creating superior value by providing a "360-Degree Quality Guest Experience™." Pete's unique training is centered on the concept he developed entitled "CLICK!™ with your Guests."

Winemiller has consulted with several NBA & WNBA teams and with organizations outside professional sports regarding their customer service models. In addition to his Guest Care presentations throughout the country, Pete has spoken before the MBA candidates of the University of Oregon's Warsaw Sports Marketing Center, the premier sports marketing curriculum in the country. Pete is a visiting Professor of Practice at Arizona State University's W.P. Carey School of Business in their MBA program. He also has been an Adjunct Faculty Member at the University of Washington teaching a master's level Sports Management course. Winemiller has been invited to speak to the Society of Consumer Affairs Professionals, the Customer Care Institute, the North American Conference on Customer Management, the Pacific Institute's Global Conference and the Conference on Achieving Customer Service Excellence. He has co-presented with the "Fishmongers" of Seattle's World Famous Pike Place Fish Market who inspired the FISH! philosophy and its all time best selling customer service training videos. As the author of numerous articles, he has been quoted in several national publications to include FORTUNE Magazine, 1 to 1 Magazine, Sales & Service Excellence Magazine and Customer Service Advantage Newsletter. Pete has been selected by 1 to 1 Magazine as one of thirteen executives in North America to be honored as a "Customer Champion."

NBA Commissioner David Stern has recognized the efforts of Winemiller's departments stating, "Creating value, respecting the game and strengthening the bond between customers and the organization has the Sonics setting the gold standard for the NBA fan experience."

Previous to his work at the Sonics & Storm, Pete spent 15 years in the sports and entertainment industry. He has held sales, service and marketing executive positions with Seattle's Paramount Theatre, Seattle's SEAFAIR Festival, Pro-Tec Sport Helmets, Bob Walsh & Associates, the Seattle 1990 Goodwill Games and the Portland Rose Festival Association.

Winemiller is a graduate of Washington State University, Pullman, WA and the Disney Institute, Orlando, FL. He serves on the 1 to 1 Magazine Editorial Advisory Board, the Customer Service Advantage Newsletter Advisory Panel and the University of Washington Intercollegiate Athletic Leadership Advisory Board.

Named one the 10 Most Influential People in CRM by Sales and Marketing Automation magazine, Richard Brock founded and serves as Chairman/CEO of Firstwave Technologies, Inc., formerly Brock International, Inc. Firstwave, a pioneer in the Sales Force Automation market and a leading provider of web-based Internet Relationship Management applications, was started by Richard in 1984 to address the needs of companies seeking a complete solution to automate their sales, marketing and customer service. His entrepreneurial spirit has resulted in Firstwave establishing an international presence and serving over 20,000 users in 20 countries.

Richard has also played a significant role in the development and management of several companies. He founded Brock Capital Partners, a capital investment firm, and was a director of Datastream Systems, Inc., a leading provider of maintenance software until it's acquisition in 2006. Prior to his originating Firstwave, Richard founded and served as CEO of Management Control Systems, a software provider for CPA firms that is now a division of Research Institute of America. In addition, he has held board positions with three other companies including being on the audit and compensation committees of Datastream Systems, a NASDAQ listed company.

Formerly the Chairman of the Technology Association of Georgia, Richard has assumed numerous industry leadership positions and has received many accolades through his entrepreneurial career. He has served as President and Board Member of the Business & Technology Alliance, President of the Entrepreneur's Division and Board Member of the Information Technology Association of America, President and Board Member of the Southeast Software Association, Chairman of Georgia High Technology Month and Board Member of the Technology Executives Roundtable and currently serves on the Board of Directors of the American Electronics Association Southeast Council. Richard was named Georgia's High Technology Entrepreneur of the Year in 1990.

A Certified Public Accountant, Richard received his MBA from Louisiana State University and his BS from Spring Hill College.

Richard is President and founder of The Center For Client Retention and Entrevista. He is a highly regarded leader in the areas of customer satisfaction and loyalty. His firm designs and conducts state-of-the-art satisfaction / loyalty measurement systems for numerous Fortune 500 companies, including Pfizer, Inc., McDonald's Corporation, Ricoh Corporation, Nestle USA, CheckFree Corporation, and Johnson & Johnson.

Richard has been a speaker at numerous SOCAP (The Society of Consumer Affairs Professionals in Business) conferences, as well as a keynote speaker for the International Quality In Service Conference in Karlstadt, Sweden, the American Management Association, American Marketing Association, American Society of Quality Control, IQPC's Call Center Week Conference and Emory University's Center For Relationship Symposium. Richard has recently been interviewed as an industry expert for ABC World Nightly News, CBS News, The Today Show, Newsday, The Boston Globe and The New York Times.

Michael Yudanin's area of expertise is Software Quality Assurance and Testing. Translated into practice, it means creating life cycle models that fit organizations' needs and constraints, establishing verification and validation activities throughout the software life cycle, off-shoring process and product assurance, logo certification testing, test automation, organizing and managing testing efforts for new development and implementation, designing software processes to fit CMMI® and ISO requirements, as well as other applications of Quality in information technology.

Michael is a founder of Conflair - an IT Solutioning Company. IT Solutioning is an operational philosophy that emphasizes development and implementation of custom client-centric solutions rather than provision of a number of well-defined services certain company knows how to do well.

Throughout his career Michael worked with a large number of companies, among them: Centers for Disease Control and Prevention, United Parcel Service, Sage Accounting, Ceridian, Comverse, Georgia Department of Transportation, Tennessee Valley Authority, Metametrix. Michael Yudanin is a Certified Software Quality Engineer by the American Society for Quality since 1999.

Todd Miechiels serves as an Internet marketing steward and consultant to several B2B companies and agencies. Todd uses a variety of tactics and strategies to measurably improve the volume and quality of sales opportunities generated from Internet marketing investments. His core competencies include search engine marketing, visitor conversion, online PR, marketing automation, and Web analytics. He is a nationally recognized speaker, author and B2B internet marketing strategist.

Bruce Culbert is described as an e-Commerce visionary by Forrester Research and a “charismatic leader” by Information Week. CRM Magazine recognized him as “One of the 20 Most Influential People in CRM” when featuring the "best and the brightest the CRM Market has to offer".

Mr. Culbert’s career represents more than 20 years of experience leading ground breaking information technology solutions and launching new business initiatives for companies including IBM, BearingPoint, KPMG and salesforce.com. He is a founding principal and Managing Director of BPT Partners, a global CRM consulting, training and research company focused on practical strategies and ‘best practice’ process, tools and techniques that deliver significant ROI to its clients companies while developing and enhancing the competency of its professionals in CRM Sales, Marketing and Services positions.

Mr. Culbert is Chief Executive Officer of iSymmetry and its affiliate companies, iSymmetry Workforce Solutions and TSymmetry, premier providers of ondemand consulting and recruiting services for Global Commercial Enterprises and the United States Government.

Mr. Culbert regularly speaks at industry, customer and partner events and currently serves on the Board of Directors at some of the fastest growing companies in the United States. He is featured and his articles and commentary appear in leading magazines and periodicals including the Wall Street Journal, Supply Chain Management Review, Business to Business, VAR Magazine, CIO Insight Magazine, CRM Magazine, the Atlanta Business Chronicle, Information Week and many others.

Mr. Culbert served on the Board of Directors at Salesnet during the company’s merger with RightNow Technologies. Mr. Culbert, is a member of the Board of Directors for the Center for Professional Selling at the Coles College of Business, Kennesaw University. He is also a Director on the Board of the National CRM Association and on the Board of Advisors of the Rutgers University CRM Research Center. Mr. Culbert has recently been named to the prestigious CRMGuru.com panel of global experts and is a Global Advisor to Greater China CRM(GCCRM).

In addition to being the author of the best-selling CRM at the Speed of Light: Essential Customer Strategies for the 21st Century Paul Greenberg is President of The 56 Group, LLC, an enterprise applications consulting services firm, focused on CRM strategic services and a founding partner of the CRM training company, BPT Partners, LLC, a training venture composed of a number of CRM luminaries that has quickly become the de facto certification authority for the CRM industry.

His book, CRM at the Speed of Light: Essential Customer Strategies for the 21st Century, now in its third edition, is in 8 languages and been called “the bible of the CRM industry”. It is used by more than 60 universities as a primary text. It was named “the number 1 CRM book” by SearchCRM.com in 2002 and is one of two books recommended by CRMGuru. The Asian edition of CIO Magazine named it one of the 12 most important books an Asian CEO will ever read. Paul has also authored two other books including “E-Government for Public Officials” (Thompson Publishing, 2003)

His next book (with co-authors) will be on 21st century business models appropriate to the new social/experience economy for publication in 2007.

Paul is also the co-chairman of Rutgers University's CRM Research Center and the Executive Vice President of the CRM Association. He is a Board of Advisors member of the Baylor University MBA Program for CRM majors, a unique national program.

Paul is considered a thought leader in CRM, having been published in numerous industry and business publications over the years and having traveled the world speaking on cutting edge CRM and topics geared to the contemporary social customer. He is known particularly for his work on the use of social media, such as blogs, podcasts and wikis in CRM as tools for customer collaboration with a company. He is seen often as the “voice of the customer” and is well known within the CRM industry for this work. His blog, PGreenblog (the56group.typepad.com) was named the winner of the first annual CRM “Blog of the Year” in 2005 by TechTarget's SearchCRM media. The blog is also the focus of KnowledgeStorm's CRM Blog community. He also has a podcast, Route 56 that has garnered a myriad of industry kudos.

He has been a member of the Destination CRM Board of Experts, SearchCRM Expert Advisory Panel and one of the 10 elite members of the CRMGuru Expert Guru Panel for many years. He also sits on the Board of Advisors of Indus International and the CIE Institute and is an advisory board member on another 3 companies.

As Vice President of UPS Customer Relationship Management, Dale Hayes is responsible for the positioning of UPS products and services to the marketplace. Hayes' group uses product marketing, US segment marketing, and global systems development strategies, to create solutions for UPS customers.

Working with sales, marketing and customer service, Hayes' team has developed a long range systems strategy for the UPS small package business. This solutions focused approach has created segment based programs, enabling the synchronized movement of goods, funds and information, for many different business models.

In prior roles as Vice President of Brand and Customer Communications, Hayes was responsible for all brand communications including advertising, direct marketing, customer and interactive communications. In addition, Hayes oversaw sports and event marketing and the alignment of brand presence and identity.

As Vice President of Electronic Commerce and Technology Marketing, Hayes helped to develop segment-based marketing strategies using database management and new technologies across the enterprise to drive consistent, coordinated customer communications.

During his tenure with UPS, Hayes has also held positions in international marketing and the U.S. products and pricing group. Prior to joining UPS, Hayes held management positions at British-owned The BOC Group, CIBA Geigy and FMC Corporation.

Interviews with Hayes have been published in magazines such as CIO, Sales and Marketing and Traffic World. Advertising Age named him one of its Top 100 Marketers in 2001. He is also an active speaker, presenting at conferences that include The Fortune Communications & Marketing Forum, Supply Chain World North America Conference & Expo, Internet World, The Stanford Global Supply Chain Forum, Northern Virginia Technology Council and The Association for Service Management International.

Hayes received a Bachelor of Science degree in Textile Chemistry from North Carolina State University and a Master of Business Administration degree from The Colgate Darden Graduate School of Business Administration at the University of Virginia. He is past chairman of The NC State Foundation.

Market2Lead helps companies generate better qualified leads and close more sales. The company's marketing automation solutions enable leading enterprises and small businesses to progressively gather deeper insight into individuals, their needs, and their purchase intentions. Market2Lead's systems ensure data quality through real-time validation of data entered into web forms, reliable recognition of returning web site visitors and full, two-way integration with customer relationship management systems. In addition, Market2Lead's solutions treat prospects with greater respect and build trust by gathering customer insight over time and by using business rules to assure that relevant offers are sent at the right time to the right people.

Before founding Market2Lead, Rego lead the technology build-out of the world largest insurance lead-generation platform at InsWeb. Rego has held various management and architect roles at Oracle, Dictaphone, Microsoft, Apple and Cisco Systems. He holds a Masters of Science degree in computer science from the University of New Haven, and a Masters of Science degree in chemistry from Loyola College.

Patric’s rich background includes more than 18 years of enterprise and application software business consulting, architecture, design and marketing. In his current role, Patric is responsible for global product marketing of Infor’s Customer Relationship Management (CRM) product line. Before Infor, Patric was Director of Product Marketing, Director of Product Management and Principal Architect at SSA Global and the Baan Company. Earlier experiences include visiting professor Managerial Planning & Control at Riga Business School in Latvia, Consultant Distribution Logistics at AMT Ireland, Marie Curie Research Fellow at the National University of Ireland, and consultant at Digital Equipment Corporation.

Patric holds a Masters degree in Computer Science and a Doctorate in Technology Management from Eindhoven University of Technology. Major publications include "Customer Driven Manufacturing", Chapman & Hall, London, and "Modular Design of Information Systems for Shop Floor Control", The Netherlands.

With 20 years of marketing experience, Angie spent the first half of her career in the for-profit world and the last half of her career working for nationally-based health charities. She took over the Society's strategic focus on being constituent-centric in late 2003 after an extensive Siebel deployment was completed and has been leading the organization through critical steps toward CRM-success including an assessment of the State of CRM for the organization, the recasting of a constituent-based vision, development of the American Cancer Society's enterprise-wide 3-year Operating Plan for CRM, strategic planning exercises around constituents, and an extensive focus on integrated communication.

Arthur Povlot is a Senior Sales Manager for Tescom , a global Software Quality Assurance and Testing consulting company. He joined the company in 2000 when Tescom opened it US headquarters in Atlanta and is responsible for Sales and Marketing activities in the Southeast as well as their strategic partnership with IBM Rational for the US market.

A 1989 Georgia Tech graduate, Arthur has worked in the information technology industry for the past 16 years. His clients range in size from small business to large global enterprises - all looking to maximize their technology investment.

His experience in the CRM industry spans a variety of applications including SalesLogix, Siebel, Pivotal and Salesforce.com. Arthur understands that there is no Technology just for Technology's sake but that Technology must address a business need and be a solution not just another asset to manage.

Arthur is an active member of a variety of organizations including the Technology Association of Georgia, American Israel Chamber of Commerce, and Techlinks. His work on the testing and quality assurance aspects of CRM systems has been published in various media outlets including Computerworld, Destination CRM and SearchCRM.

As Director of Global Product Marketing and Communications for Jacada, Cindy is responsible for directing and executing the company's corporate communications strategies in areas including analyst relations, investor relations and public relations. Cindy also creates global program and product marketing strategies in order to drive demand generation and increase the market's perception of Jacada as a thought leading company.

Prior to joining Jacada, Cindy served as vice president of marketing for Proficient Systems in Atlanta, where she was responsible for increasing the awareness and adoption of Proficient's solutions in the marketplace. Beforejoining Proficient, she worked for XcelleNet (now part of Sybase), where she designed demand generation and communication programs into XcelleNet's customer base of Fortune 1000 companies.

Cindy holds a bachelor of science degree in communications from the Newhouse School of Public Communications at Syracuse University and is currently working on her master of arts degree in communications at Georgia State University.

Jaime has over 14 years of technology marketing experience, helping startups as well as large enterprise software companies develop and execute their marketing strategies. Before joining Nexidia, Jaime was Director of Marketing for ClickFox, a behavioral analytics software company, where she worked closely with the founder and senior management to build the company's brand identity, messaging and positioning from the ground up.From that foundation, she created ClickFox's PR and analyst relations strategy, implemented demand generation, CRM and sales automation systems and managed the design and development of ClickFox's web presence.

Before entering the world of technology start-ups, Jaime spent several years as the Senior Marketing Manager at Geac, a large, global software company, leading the marketing team for the company's largest software unit through several acquisitions. Her technology marketing acumen is built on a strong product background from her years at MSA and Dun & Bradstreet Software, where she held various positions in account management, product support and training.

John's 17-year career with Teradata has been exemplified by the innovative use of touchpoint technologies to solve business problems. Although he has current responsibility for the global marketing of Teradata's suite of Customer Management Solutions, John's insight has been years in the making and spans a broad range of industries and products.

From his formative work providing collaborative computing and executive management solutions to Financial Major Accounts, and through his management of the e-Business Global Sales Support organization, John has perpetually endorsed the creative use of technology to improve cost efficiencies and maximize organic growth.

Throughout his career, John has been an ardent supporter of the need for customer data management and coordinated customer communications which encourage an unobtrusive, yet value rich, exchange with the consumer. In 1998, however, John began a period of strategic focus on the application and impact of integrated customer-facing technologies (such as mobile marketing, outbound/inbound call center, customer care, web technologies, customer self service and email), resulting in his current position.

John holds a Masters degree in Business Administration (MBA) from Georgia Southern University (Statesboro, Georgia, USA), and a Bachelors degree in Business Administration from Newberry College (Newberry, South Carolina, USA).

Dr. Kathryn Jackson takes an aggressive role in providing expertise to the customer contact industry. She is an associate of Response Design Corporation (RDC), an organization she co-founded in 1989. The Response Design team is passionate about partnering with organizations whose success is defined by their vital relationships (including employees, customers, stakeholders, and the community).

RDC collaborates with corporate leaders to design quality solutions tailored to each market niche and customer base.

Kathryn conducted groundbreaking research into such topics as the integration of the Internet into call centers, complaint management, and customer value. She has partnered with the American Productivity & Quality Center (APQC) to study the people, processes, and technology at the forefront of the customer-centric revolution. The APQC is the not-for-profit organization that spearheaded the Malcolm Baldrige award.

Kathryn's research is enhanced by RDC's LeapFrog!TM database which includes vital metrics from over 135 contact centers.

Kathryn believes in transferring practical and down-to-earth knowledge through her writing and speaking. Her articles have appeared multiple trade magazines and she was asked by Fortune Magazine to author their International call center supplement. She wrote two chapters of the Quality Audit Handbook published by the American Society for Quality (ASQ).

She utilizes her research and experiences to develop new products for customer contact professionals. She assisted in the creation of the Customer Contact Operations Review (CCORE) and the following courses: Optimizing Frontline Employee Performance, Mastering Real-Time Management, Mastering Performance Management, Needs-Focused Leadership, and Building a Strong Management Foundation.

She received the Call Center Pioneer Award from Call Center Magazine. Call Center Magazine also recognized Kathryn as a leader in her field by inducting her into their Hall of Fame. She has been involved in the customer contact industry since 1983-she started her career as a customer contact representative and has since served in multiple management capacities including operations, telecommunications, customer relations, and marketing.

Kathy Chamberlain is responsible for the overall marketing to commercial customers for Sun in the Southeast. She is also responsible for marketing Sun's Services offerings to 16 states across the southern US. Kathy's objective at Sun is to generate pipeline, increase awareness of Sun's portfolio offerings and grow the developer communities (i.e Java, OpenSolaris, NetBeans and more).

With more then 15 years of industry experience, Kathy has extraordinary insight into demand generation programs, developer events and channel marketing. Her previous work experience includes positions at EDS, XcelleNet (which became a part of Sybase during her tenure) and then also as a journalist for many years. Kathy is the VP of the SunToast Toastmasters chapter, President of the Sun Atlanta Women Organization, a member of the Technology Association of GA, and also the Marketing Mavens. In her spare time she is an Epilepsy Advocate, educating others on epilepsy awareness. She lives in GA with her husband and two children.

Leslie Ament provides client advisory, market intelligence, and best practice research services that enable companies to reduce cycle-time and influence customer management, product strategy, and channel development goals. She helps clients understand and deploy best practices in customer intelligence management to accelerate operational and financial performance while increasing customer loyalty. With over 15 years experience, Ament has participated in the selection, business process management, customization criteria and project management of CRM, SaaS, Customer Data Management & Data Quality, Marketing Automation and Sales Force Automation solutions for numerous organizations. In addition, she has been quoted in CRM Magazine, CIO Magazine, Internet Retailer, CRM Buyer, Tech News World, Search Data Management, Search CRM, CRM Daily, Red Herring, CRM2Day, CRM Directory, CRM Advocate, TMCNet, CMO Council publications and others.

Previous roles included successful establishment, management and growth of a profitable Customer Intelligence Research practice at Aberdeen Group/Harte-Hanks, as well as strategic and product marketing roles at Arthur D. Little Management Consulting, International Thomson Publishing, Banta Corporation and serving on the management team for a supply chain analytics software provider acquired by Oracle.

A frequent contributor to industry publications such as: CRM Magazine, Business Intelligence Review, DM Review. Insurance Networking News, Logistics Europe, Supply Management Magazine, Managing Automation, and Consumer Goods Technology--Ament has also presented to colleagues of the American Marketing Association, B2B Marketing Roundtable, CRM Magazine Webcasts, and provided guest lectures on “Branding” at Tufts University.

Professional affiliations include membership in the Customer Relationship Management Association, American Marketing Association, Association of International Product Marketing & Management, Data Shaping Certified Professionals, Society of Competitive Intelligence Professionals, Arthur D. Little Alumni Association, and Software Industry Information Association.

Ms. Ament holds a B.S. and M.M. from Indiana University, Bloomington, IN and completed her doctorate, Phi Kappa Phi, at the University of Illinois, Champaign-Urbana.

Michele McMahon currently serves as Senior Director of OnDemand Operations at Ariba, Inc. Michele recently joined Ariba via the successful acquisition of Procuri, Inc. Michele served as Vice President of OnDemand Operations for Procuri and was instrumental in building the OnDemand Operations team. At Procuri, McMahon was responsible for strategically leading the inside sales team, sales operations team, salesforce automation, database initiatives and systems implementations for sales and marketing.

Ms. McMahon possesses an extensive background in sales operations, lead generation, sales processes, and direct response marketing in the business-to-business technology sector. Prior to Procuri, she worked for Cox Enterprises, where she helped launch a new local search engine for service providers. Ms. McMahon has also held multiple sales and marketing positions at Manhattan Associates, impacting the company's expansion from a private, start-up to a publicly traded, global corporation.

Ms. McMahon holds a bachelor's degree in corporate communications and a minor in art from Ithaca College. She is an active networker in Atlanta's business community.

Vicki Brown, currently Director of Marketing Programs at Bomgar, has more than 15 years of experience in high-tech sales and marketing. Vicki joined the Bomgar team in 2007 where she designs and executes integrated demand generation programs targeting large enterprise accounts. Prior to joining Bomgar, Vicki held a variety of sales and marketing positions at industry leaders and early stage high-tech companies such as Ceridian, Clarus Corporation, Logility, Covente and Critical3 Marketing. This expansive background in multi-facets of marketing has given Vicki the knowledge of best practices for lead generation and customer expansion.

Responsible for demand generation programs, Vicki leverages her extensive experience and energy in the areas of marketing communications, customer marketing, channel partner programs, and sales enablement to implement proven best practices in order to maximize the investment of multi-dimension marketing campaigns that work for the technology audience.. Vicki is committed to achieving a consistent level of excellence that enables Bomgar and its sales channels to secure and expand its position as a premier remote support solution provider for the enterprise marketplace.

Yacov Wrocherinsky is the Founder, President and CEO of Infinity Info Systems. Since 1987, Yacov has specialized in contact management, sales force automation and customer relationship management software and services.

Even before the term "Customer Relationship Management" was coined, Yacov played a key role with innovators to conceptualize and develop CRM software. He was heavily involved in the beta testing and initial release of Sage CRM SalesLogix, and the industry continues to depend on his expertise in this constantly evolving field.

As president and CEO of Infinity Info Systems, Yacov has led Infinity to be in the top 1% of sales for every product it resells, including the largest SalesLogix reseller worldwide and one of the nation's top distributors of ACT!, Microsoft CRM and Goldmine. Additionally, under the careful guidance of Yacov, Infinity Info Systems' has experienced double-digit growth for three consecutive years.

Introduced to Contact Management and ACT! in 1988, Yacov became the very first ACT! certified consultant in Tri-State area. In 1989, Yacov founded and sponsored the first New York ACT! User Group and the ACT! Advisory Board.

Yacov is the former President of the National Association of Sales Professionals for the New York City chapter and is NASP certified. Yacov also participates as a respected member of the Young Entrepreneur Organization (YEO), The Executive Committee's (TEC) Executive Leadership Program and is a graduate of MIT's "Birthing of Giants" program. He currently serves on the advisory board for Microsoft CRM and SalesLogix.

David Nour is a social networking strategist and one of the foremost thought leaders on the quantifiable value of business relationships. In a global economy that is becoming increasingly disconnected, Relationship Economics is solving global client challenges with intracompany, as well as externally focused, Strategic Relationship Planning™.

A native of Iran, David came to the U.S. with a suitcase, $100, limited family ties and no fluency in English! In the past 25 years he has built an impressive career of entrepreneurial success, both within large corporations and early stage ventures.

David is the author of Relationship Economics (Wiley, 2008), a senior management advisor, and a featured speaker for corporate, association and academic forums, where he shares his knowledge and experience as a leading change agent and catalyst for Relationship Economics® - the art and science of relationships.

In addition to serving his community as a former board member of the Center for Puppetry Arts and a former co-chair of the United Way Tech Initiative, The Bridge, and the High Tech Ministries, David is also an active member of several professional organizations, including the Association for Corporate Growth (ACG), American Management Association (AMA), Institute of Management Consultants (IMC) and the Society of International Business Fellows (SIBF).

In recent years, David has been named to the Georgia Trend's 40 Under 40, Atlanta Business Chronicle's Up and Coming and Who's Who in Atlanta Technology Awards. He has been featured in a variety of publications, including The Wall Street Journal, The New York Times, The Atlanta Journal and Constitution, The Atlanta Business Chronicle, Georgia Trend, Entrepreneur and Success Magazines.

David earned an Executive MBA from the Goizueta Business School at Emory University where he's often a guest lecturer and a BA degree in Management from Georgia State University.

Mr. Childs joined UCN in 2002 at the inception of the company's on-demand, contact center application initiative to create a complete contact routing and agent management solution. He played a key role in the acquisition of the technologies at the core of UCN's flagship product, inContact® and led the execution of UCN's Software-as-a-Service business strategy. Mr. Childs co-authored the book, Interpreting the Voice of the Customer.

Prior to UCN, he held a number of senior leadership positions with Adecco, a Swiss-based, human capital company. While at Adecco, he led a $100m operation, a staff of 120 and 4,500 associates, supporting human capital initiatives for Florida-based employers and many contact centers for leading US-based financial institutions and Fortune 1000. His clients included BofA, CitiBank, JP MorganChase, Verizon, and MetLife. He also spent eight years at the Salt Lake City-based operation of SOS Services, where again he was involved in contact center projects. Mr. Childs holds a B.S. in business management from University of Phoenix.

Mr. Crane's experience spans more than 20 years of technology change during which he has experienced first-hand the problems of a centralized approach to enterprise computing, the draw-backs of distributed systems and the need for common-sense, value for money, process integration solutions. As an enterprise solution architect, Mr. Crane has designed and overseen the implementation of enterprise computing systems for Fortune 100 companies on the leading edge of technology adoption. Mr. Crane joined the company in 1996 to lead the professional services team in integration projects based on the then-new IBM MQSeries product and other emerging integration technologies. Previously he was with IBM UK where he worked first as a developer on the MQSeries product family and subsequently provided implementation planning services to the first MQSeries customers. Mr. Crane is co-author of the book "MSMQ from Scratch."

Dona Cage began her career in the telecommunications field after graduating from Princeton University in 1982. For the majority of her career, she worked for telecom giants such as AT&T, Lucent Technologies, BellSouth, and Worldcom and her clients included Fortune 500 companies and state and local governments. Her focus centered on working with clients to enhance business processes and maximize call center technologies and IVR applications. The ultimate goal was create more effective and cost efficient ways for her clients to service their customers and thereby grow their business. In 2002, she launched Turnkey Solutions with a desire to help businesses reach their next level through excellence in customer service. A Six Sigma Black Belt, Cage emphasizes the importance of careful preparation and clean accurate processes and internal communication as a hallmark for successful CRM implementations.

Dr. Rogers is a founding partner of Peppers & Rogers Group, which in 2003, joined Carlson Marketing Worldwide. An Adjunct Professor at the Fuqua School of Business at Duke University, Dr. Rogers is the co-director of the Duke Center for Customer Relationship Management. She is widely published in academic and trade journals, including Harvard Business Review, Journal of Advertising Research, Journal of Public Policy and Marketing, and Journal of Applied Psychology. She has been named International Sales and Marketing Executives' Educator of the Year. And with Don Peppers, she has been named Direct Marketer of the Year by DM Days New York. Accenture's Institute for Strategic Change ranked her among the "Global Top 100 Business Intellectuals." Dr. Rogers began her professional career as a copywriter and advertising executive, and earned her Ph.D. at the University of Tennessee as a Bickel fellow. At Peppers & Rogers Group, she has led several large subscription-based research studies focusing on particular aspects of CRM. She serves on the Board of Directors for Click Tactics

Scarlett has over 10 years experience in business-to-business and business-to-consumer marketing with a special emphasis on Consumer Relationship Marketing strategy and execution. Previous clients have included AT&T, Bloomingdales, Cetaphil, Daou, Marriott, Synavant among others. A graduate of Ohio Wesleyan University, she holds a Bachelor in Fine Arts and received a Professional Certificate in Customer Relationship Management and CRM 2.0 from BPT Partners. Scarlett is a board member with the American Marketing Association, the Customer Relationship Management Association and a Business Leadership Foundation in Tennessee.

Mr. Campbell has over 16 years of experience in the area of project management, system analysis and design, business process engineering, training, RFP production and software evaluation. He has managed projects for companies and organizations such as Microsoft, Broadway & Seymour, Bank of America, First Union, PNC bank and Mecklenburg County. He is also a professor of E-Business/Commerce at the Business Management School for the University of Phoenix.

Mr. Campbell is a charter member of the Technology Advisory Council for Mecklenburg County where his role is to analyze projects countywide from a project management and return on investment (ROI) perspective and provide recommendations to the County Manager. Mr. Campbell is a technology specialist in the establishment of drug courts and has taught for several years at the Central Piedmont Community College. He is the immediate past president for the Justice Information Sharing Professionals (JISP), as well as serves on the City of Charlotte Privatization Council. Mr. Campbell holds a Bachelor of Science Degree in Management Information Systems from UNC-Greensboro and a Masters of Business Administration (Technology Management concentration) from Pfeiffer University.

As a Yankee Group director for the Customer-Centric Strategies decision service, Sheryl Kingstone manages research and programs that help business improve customer loyalty and acquisition. Specifically, she helps enterprise clients' make decisions regarding the use of technology, business process and information to boost sales and optimize top-line business performance. She researches areas that can improve the overall customer experience including the use of customer data and analytics across multiple channels of interactions such as web, sms and phone. She was also one of the first analysts to promote the benefits of on-demand/software of service applications and the web 2.0 applications during the 1990's.

She assists vendors with custom research projects, messaging and positioning, as well as product road map evaluations. Kingstone researches and writes on the top trends in marketing and sales effectiveness and customer-centric processes, and evaluates all CRM application and delivery strategies.

Kingstone is a well-known industry analyst in the CRM market, with more than 18 years in the high-technology market. She was inducted into the CRM Hall of fame in 2006. She has extensive speaking experience at conferences and seminars, is quoted in many business and industry journals, and provides notable consulting experience with Fortune 1000 companies. Before joining Yankee Group, she consulted with a number of enterprise software companies in the areas of B2B e-commerce, CRM, e-services and internet infrastructure on company and product positioning, acquisitions and IPO strategies for Blanc & Otus. Prior to this, she worked at DataMirror and Praxis International, launching market making new products in the enterprise data replication, transformation and database software market.

Kingstone holds a B.S. degree from University of Massachusetts and a M.B.A. degree from Simmons College. She is an executive in the CRM Association, an advisor to CRM magazine and a judge on many annual awards.

In his role at Confirmit, Gary works closely with clients, developing applications of Confirmit's online survey, analysis and reporting platform, and drives development of the Confirmit product. He speaks regularly at CRM, Customer Feedback and other industry events, and was awarded Best Case History at the ESOMAR Congress in London in 2006.

Gary has a long background in CRM and its applications in Market Research: he ran the UK business for Informative, an MR software vendor, and held Product Marketing roles at Microstrategy, a leading BI software vendor.

Customer Experience Executive for Ga. Retail and Wholesale banks, Retail Deposit Consultant, Continuing Education Consultant and every financial center position imaginable!