Hosts, speakers & panelists 2024

Mark is the CEO, Researcher & Strategist of Genesis Global Business Services a global-to-local research, consulting and strategy firm.

Peter Ryan is known worldwide as an influential and trusted BPO and CX research analyst, strategic advisor and thought leader.

Global Business Services (GBS) Sector - BPO / Call & Contact Centres / Shared Service Centres, Digital & ICT.

Alex Muñoz is the Founder and CEO at Hispanic Media Center with six years helping Mexican brands and services with their Marketing efforts in the United States.

Anca Gherle is a high-level public affairs professional with over 15 years of experience in legislative and policy-making roles within the European Parliament, Romania’s central administration and the private sector.

Chief Reinvention Officer at Reinvantage | Reinvention Strategist, Global Connector, Author

Arturo Velasco is an accomplished global executive with over 25 years of experience leading complex technology operations, digital transformation initiatives, and scalable delivery models across the Americas, Europe, and Asia-Pacific.

One of the foremost multi-disciplinary analysts in the APAC region, Audrey boasts an eclectic set of expertise, in segments which include Customer Experience, Contact Centre, Conversational AI, Future of Work, Unified Communications, Video and Collaboration.

A seasoned & imaginative senior level executive with a track record of delivery through creativity, purposeful leadership, team engagement and meaningful change

Customer Experience & Contact Center Operations Leader

Charity Hughes is The HR Realist Idealist. She is a transformative force in the world of workplace culture.

Mr. Gillen is CEO of A Closer Look, a leading U.S. customer research and data analytics firm that helps companies improve their customer experience in order to drive operational change and revenue growth.

David is an industry-leading expert in customer experience, outsourcing, right-shoring and digitisation.

Diane M. Edwards, MBA has led the Professional Services Unit, the consulting and executive education arm of the Mona School of Business & Management (MSBM) for one year.

Doug Casterton is a seasoned professional with a strong background in Workforce Management and Customer Operational Excellence.

Duncan Chapple bridges the worlds of practice and scholarship in B2B technology, serving as both influencer relations lead at SageCircle and co-director of the Analyst Observatory at the University of Edinburgh Business School.

As the Customer Experience Manager at Represent, I’ve spent the last 3 years building the CX department from scratch.

As an Outsourcing Manager at StubHub, the world's largest ticket marketplace, I oversee the performance and quality of multiple vendors across different locations, ensuring alignment with StubHub's vision, values, and goals.

As Founder of Octayne, Jim Farnsworth brings a wealth of experience as part of a storied career serving enterprises around the world.

Jonathan Yarlett is the CEO and founder of both Intelligent Sourcing and The Impact Sourcing Alliance.

Management consulting small business

Kirk Laughlin is Managing Director and Founder of the Nearshore Americas – the premiere platform for analysis and insight on the global leadership of Latin America and the Caribbean in knowledge services and digital innovation.

I help people make better lives by making the difference they want to make serving the community.

A customer-centric executive with 30+ years of leadership experience in Sales, Customer Experience, and Contact Center Operations.

Leo is working for TUI for more than 16 years. The TUI Group is a leading global tourism company.

Mark is a British/Irish writer and analyst based in São Paulo. He is a former technology director turned communication adviser via his experience writing books and blogs on technology, work, and globalization.

Investment and International Development Executive

Following project management roles in Hughes Aircraft and Raytheon Systems, Mark worked for several years as a consultant to the Italian Government's overseas security agency.

I am a driven and passionate ghostwriter specializing in crafting compelling written content for BPO and software development outsourcing leaders.

Highly successful person with 25+ years of professional experience. Result driven executive with a unique combination of business, sales and technical experience providing strategic systems solutions to global clients within different industries.

Michael Clark is a recognised leader in Australia with Customer Experience (CX) and Contact Centre technology, with over 25 years of experience spanning financial services, the public sector, and consulting.

Miya Knights has over 25 years of experience as a retail technology analyst, editor, author, and consultant.

An exceptional marketing strategist and a true driving force behind the success of global brands, I inspire teams to push boundaries and reach unprecedented heights.

Engaging and Passionate People First Customer Centric Leader with extensive international experience running multilingual teams across multiple global locations.

With over a quarter-century of hands-on experience in the world of contact centres – whether it's running them, scrutinising their operations, or judging their performance – I've developed a keen understanding of what truly drives their success.

Nicola was the UK’s first main board top 200 company Group Customer Experience Director.

Ninoshka Linde, the founder of Latam Thrives and a seasoned professional with over 25 years of executive experience, stands at the forefront of driving economic growth and social impact in Guatemala.

We find the partner that fits your exact requirements in Europe, Afrika, North/South America and Asia, with us your next location will be: Right shore

Rita N. Soni is Everest Group’s Principal Analyst for impact sourcing and sustainability. Her focus delivers a triple bottom-line lens of people, planet, and profits to global services market research, beginning with an in-depth examination into impact sourcing.

I help customer services and contact centre executives and managers to make good decisions by providing: Strategic and operational consulting. Knowledge-sharing. Management development & Mentoring.

Rolana Rashwan is a multidisciplinary professional with 20 years of experience in consulting, sustainable development, and strategic marketing.

Shannon Burch is the Vice President, Experience at Neo Financial, bringing over 25 years of executive leadership experience garnered from global financial institutions such as Scotiabank and CIBC.

I help clients identify and act on new profit opportunities for their business through customer strategy, customer journey management and innovation, customer experience management (CEM), and Net Promoter Score (NPS) implementations.

TrendzOwl is a market intelligence and advisory firm interested in a set of interrelated areas impacting today’s global enterprises – from the CX and BPO to the world of telecom services and devices.

A freelance analyst and writer, bringing to life projects in technology, energy and national security.

Program Director | Expert Witness | AI-Enhanced Educator | Senior Care Advocate

Wiktor Doktór is the CEO of Pro Progressio. Since 1999 he is present in BPO initiatives, starting from Call Contact Centres, managing international BPO organizations and finally running Pro Progressio, which is an organization supporting growth and development of BPO and SSC organizations.

I help companies grow through better communication, growth of interpersonal skills with employees and leaders.

Zia is the Digital Services Leader for PwC in the Caribbean and is also the Joint Leader for Consulting in the Southern Caribbean.