Director of Enterprise Research, Yankee Group

Sheryl is the director of Yankee Group’s Enterprise Research group with an expertise in customer centric strategies. Kingstone’s research helps business improve sales effectiveness, 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 also 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 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.

As a recognized thought leader in the CRM space, Kingstone was awarded the 2006 CRM Influential Leaders Award and was also the first female to be inducted in the CRM Hall of Fame. She is also an advisor to variety of organizations and a judge on many annual awards.

Kingstone holds a B.S. degree from University of Massachusetts and a M.B.A. degree from Simmons College.

VP Product Management, Genesys

Mr. Lang's distinguished career spans 20 years of management experience in the contact center and telecommunications industries. Prior to joining Genesys, Mr. Lang spent 10 years at Aspect where he held executive management positions in Product Management and Engineering. Previously, Mr. Lang held various senior management positions at the Cable and Wireless Group and NatWest Bank in the United Kingdom.

Director, Communications Technology Services, Kaplan University

Laraine is the director of Kaplan University’s Technology Communication Services team, with expertise in call center, telephony, and customer centric solutions. Kaplan is an accredited University that provides online degrees which help students to learn how to educate themselves and the how to make the world work for them. Laraine is responsible for leading the Communications Technology team which includes network infrastructure and telephony and call center solutions for 5 call centers, 14 business verticals and over 70 campuses across the U.S.

Ms. Mittleman’s career includes more than 20 years of call center management experience in the travel, outsourcing, and communications industry. Before joining Kaplan in 2006, Ms Mittleman held numerous management positions with Budget Rent-a-Car, APAC Teleservices, Bellsouth Communications, and Affinity Inc.

Ms. Mittleman holds a Bachelor’s degree in Education from the University of Miami, a Master’s of Organizational Management from the University of Phoenix, and a PhD in Leadership and Higher Education from Barry University.

Customer Service Director, UOL Brazil

Myrian is responsible for the organization’s customer service operation and in particular the development of strategies that strengthen business results and customer loyalty. Myrian has more than 15 years experience in the Call Center Market in Brazil, with a focus on consumer rights regulations. Prior to joining UOL, Myrian held the position of a Call Center Director in the financial services industry, managing call centers with more than 1,500 positions.

IT Director, UOL

Renata is responsible for developing and implementing technology strategies and projects for improving customer service, increasing operational efficiency and lowering costs. She has 9 years experience in Internet market in Brazil. Prior to joining UOL, Renata worked as an IT professional in industries such as Steel and Telecom. Renata holds BSc in Computer Science.

Executive VP of Customer Services, T-Mobile Czech Republic

Tomas is the Executive Vice President of Customer Services for T-Mobile Czech Republic – the #1 mobile operator in the Czech market with over 5.3 million residential and business customers. Tomas’s job is to make T-Mobile customers happy everyday - by putting himself in the customer’s shoes and living the T-Mobile brand. Tomas is responsible for T-Mobile’s customer service development, operations, support and planning and is also a member of T-Mobile’s International Customer Service Board. Thomas is an expert is customer segmentation strategies, customer satisfaction, incentive programs and the transformation of classical service channels into powerful sales engines.

Prior to joining T-Mobile, Tomas has held positions at Traplova-Hakr-Kubat and New Boston Associates Inc, completed masters degrees in Computer Science and Information Systems Management, Business Management, plus completed an Executive Management program at the London Business School.

Paul Segre
President and Chief Executive Officer, Genesys

As President and Chief Executive Officer for Genesys, Paul Segre is responsible for setting the company direction and managing global operations. Previously, Mr. Segre served as Chief Operating Officer. Mr. Segre joined Genesys in 2002 as Chief Technology Officer, leading the company's engineering, product management, technical support and program management organizations. In August 2004, Mr. Segre was named Executive Vice President and Chief Operating Officer, responsible for operational management of our worldwide field operations which include sales and services.

Mr. Segre's distinguished career includes over 15 years of management experience in the network management and workforce management industry. Before joining Genesys, Mr. Segre was Vice President and General Manager of Alcatel's (now Alcatel-Lucent) Wireline Access business unit, the leading provider of next-generation Digital Loop Carrier products. Previously, Mr. Segre held the position of Vice President and General Manager of the Advanced Products Division for DSC and held various senior management positions at AT&T in network management and workforce management.

Mr. Segre holds a Bachelor's degree in Mathematics and a Master's degree in Operations Research from Stanford University.

Robert Watson
Vice President, AT&T

Robert is Vice President, IT Operations for AT&T, and is responsible for all internal, external and international system operations and IT site management.

Robert has more than 25 years of experience and has held senior IT leadership positions with companies such as Shaw Industries, SunAmerica Financial, Access, Inc., The Sabre Group, and Wachovia.

Robert holds a Bachelor’s degree in Business Administration from Saint Leo University in Florida.

Realizing The True Business Potential For Your Contact Center: Optimizing Revenue, Quality and Business Efficiency Goals.

Listen to leading experts and learn about their cutting edge solutions that will provide you with the tools to optimize, grow and develop your contact center. 

Learn how best to utilize your existing call center to increase productivity, revenue, responsiveness and customer service.

See how your peers have orchestrated efficiency and effectiveness to achieve not only operational improvements, but also solid business outcomes.

Maximizing the Benefits of Technology Within Your Unique Contact Center

Partner showcase and success stories from our Gold sponsors:

This track features Genesys partners and their customers and showcases their innovative architectures and applications for managing interactions in today's contact center and enterprise environments. 

Technical Customer Showcase: Success Stories with Genesys

Join us for a series of compelling discussions and discover how our customers have taken advantage of the innovative, solutions of Genesys technologies to enable them to meet evolving  business needs and realize their solutions’ true potential.