Navigating Excellence
Flawless AI-Led, Omnichannel CX Starts Here
We thank our attendees, guest speakers, and generous sponsors for joining us at Cyara Xchange 2024!
We hope attendees benefited from their Cyara Xchange experience, and are busy imagining ways to apply what they learned to improve their customer experience. If you missed the conference, or want to re-live the experience, we have provided event session replays below.
Navrina Singh, Founder & CEO
Xchange Keynote Speaker: Navrina Singh, Founder & CEO of Credo AI
Explore the Future of CX with a True AI Innovator
At Xchange 2024, Cyara welcomes one of the foremost luminaries and trailblazers in the field of Responsible and Ethical AI.
Navrina has an impressive reach and influence working with the government agencies advising President Biden and the National AI Initiative Office, and is a young global leader with the World Economic Forum.
Join us for a fireside chat with Navrina and Alok Kulkarni, Cyara’s CEO, as we shine a spotlight on the transformative role of AI and GenAI in reshaping CX practices. We’ll examine:
- The pivotal role of AI and GenAI in shaping the future of CX practices in contact centers.
- Balancing the enhancement of CX with the risks posed by AI, both anticipated and unforeseen.
- Crucial considerations for leaders integrating AI into their business strategies.
- The core principles of AI governance and its implications for contact centers.
Don’t miss this groundbreaking opportunity to learn first-hand how AI can elevate CX while navigating its complexities and challenges.
The CX Landscape is Changing.
Chart your course to flawless AI-powered, personalized, omnichannel experiences – in today’s world.
At Cyara Xchange 2024, embark on an inspiring exploration with leading brands from all over the world to share success stories and best practices, solve today’s CX challenges, and elevate the performance of your CX teams and technologies. No matter where you are in your CX assurance journey, or what lies ahead on the horizon, you’ll come away with answers, ideas, and solutions to help you steer your CX in the right direction.
Past Speakers Have Included:
Why Attend Xchange?
Xchange is the only industry event focused solely on customer experience assurance, where you’ll come together with peers and industry experts, as well as Cyara leaders and product teams, to network, collaborate, and gain new strategies to help you achieve this year’s CX objectives and elevate key contact center performance metrics.
Xchange is the destination for CX leaders looking to empower their teams to:
Bring Your Questions. We’ll Bring the Experts on CCaaS, UCaaS, and LLM Platform Assurance.
What You Can Expect from Xchange
Two days of intensive knowledge-sharing, interactive breakout sessions, expert-led demos, best practices, success stories, and valuable networking.
Direct access to Cyara product teams and executives, for exclusive insights into our product roadmap and upcoming feature releases.
Fireside chats with leaders of global brands to hear how they leveraged Cyara solutions to overcome obstacles with their CX testing, conversational AI performance, remote agent monitoring, and more.
Expert insights into today’s most top-of-mind questions about leveraging conversational AI technology, including how businesses can responsibly implement chatbots, how to protect your organization and your customers’ data through conversational AI security and compliance testing, how to maintain momentum in development as technology continues to evolve, and more.
Hands-on workshops and training sessions on Cyara platforms and solutions, where you can ask specific questions, learn tips and tricks, and expand your mastery of Cyara’s capabilities.
Tangible next steps to take toward meeting your customer experience KPIs and improving key contact center performance metrics.
Xchange 2024 Session Replay: Best Practices for Leveraging & Scaling Test Automation with Kenway Consulting
Hear how Kenway Consulting helped a large telecom develop a test automation program, and scale & optimize contact center testing solutions.
Xchange 2024 Session Replay: CX Transformation Roundtable
Hear how Pavan Madireddy of TD Bank, Adam Smith of Dexcom, and Zack Hinkle of Genesys have driven their organizations’ CX transformations in this interactive panel discussion.
Xchange 2024 Session Replay: Your Partner in Delivering Great CX
In his opening keynote, Cyara’s President Rishi Rana touches on challenges encountered when implementing complex CX solutions, especially when it comes to AI capabilities. Learn how Cyara acts as a true partner in delivering exceptional customer experiences, with a powerful assurance solution that enables CX transformation.
Xchange 2024 Session Replay: Assuring Customer Experiences at Any Stage of Your AI Journey
Cyara XChange 2024 kicked off with our CEO and founder Alok Kulkarni discussing the current state of the CX industry and the potential of agentless self-service experiences in a “zero queue” contact center. Alok takes us through the stages of AI integration, CX transformation, and how the future state of contact centers may evolve.
Xchange 2024 Session Replay: Fireside Chat with Navrina Singh of Credo AI
Cyara’s CEO Alok Kulkarni is joined by Navrina Singh, CEO of Credo AI to discuss the pivotal role of AI and GenAI in shaping the future of CX practices in contact centers. Learn about the core principles of AI governance and its implications for contact centers, as well as crucial considerations leaders must be aware of when integrating AI into their business strategies.
Xchange 2024 Session Replay: Navigating LLMs – Maximizing Benefits & Overcoming Risks
Re-live the Cyara XChange experience! Christoph Börner talks LLMs, AI and the risks involved with integrating this technology into your contact centers. Learn about our newest Cyara Botium feature to combat inaccuracy in AI/Bots and our future features based on YOUR needs.
Xchange 2024 Session Replay: Beyond Conversations – How CX is Evolving Towards an Engagement-Centric Model
In this exclusive Xchange interview, Zach Hinkle, Principal Product Manager of Genesys Cloud walks us through their emerging practice dedicated to facilitating more customer engagements rather than siloed conversations, designed to lead to more flawless customer experiences and lifelong, profitable customers.
Navrina Singh
Founder & CEO, Credo AI
Navrina Singh is the Founder and CEO of Credo AI, an AI governance platform that empowers organizations to deliver and embed artificial intelligence responsibly by proactively measuring, monitoring and managing AI risks.
Navrina is a leading voice in the global conversation on AI governance and AI policy, a member of the U.S. Department of Commerce National Artificial Intelligence Advisory Committee (NAIAC), which advises the President and the National AI Initiative Office, a young global leader with the World Economic Forum, and served as an executive board member of Mozilla Foundation and Mozilla AI, supporting its trustworthy AI charter.
Navrina has a Masters in Computer and electrical engineering from University of Wisconsin-Madison, an MBA from Marshall School of Business, University of Southern California, and a Bachelors in Electronics and Telecommunication engineering from India.
Navrina is a leading voice in the global conversation on AI governance and AI policy, a member of the U.S. Department of Commerce National Artificial Intelligence Advisory Committee (NAIAC), which advises the President and the National AI Initiative Office, a young global leader with the World Economic Forum, and served as an executive board member of Mozilla Foundation and Mozilla AI, supporting its trustworthy AI charter.
Navrina has a Masters in Computer and electrical engineering from University of Wisconsin-Madison, an MBA from Marshall School of Business, University of Southern California, and a Bachelors in Electronics and Telecommunication engineering from India.
Katy Cobian
Executive Partner, Forrester
With 10 years of experience building and leading customer experience (CX) teams in $1B+ organizations, Katy serves as a valued thought partner and coconspirator for chief experience officers (CXOs) and CX leaders. Her strategic approach to CX focuses on unlocking growth through customer obsession and driving enterprise alignment through journey-centricity, actionable customer insight, and scalable CX operating models.
Prior to joining Forrester, Katy led customer experience for Fortune 200 P&C insurer American Family Insurance. During her tenure, she delivered a brand-aligned CX vision, established a customer journey management discipline, and operationalized CX strategy cross-organizationally within strategic planning and agile development processes. Her team played a key role in guiding pandemic customer response and experience design, resulting in record-high customer satisfaction and retention.
Katy holds a BA in journalism from Marquette University and an MBA from the University of Iowa.
Prior to joining Forrester, Katy led customer experience for Fortune 200 P&C insurer American Family Insurance. During her tenure, she delivered a brand-aligned CX vision, established a customer journey management discipline, and operationalized CX strategy cross-organizationally within strategic planning and agile development processes. Her team played a key role in guiding pandemic customer response and experience design, resulting in record-high customer satisfaction and retention.
Katy holds a BA in journalism from Marquette University and an MBA from the University of Iowa.
David Conway
Lead Engineer, Salesforce
David is a Lead Systems Engineer with over 6 years of experience specializing in voice platforms. He is skilled in designing, deploying, and managing cloud contact center solutions, with expertise in Service Cloud Voice, Amazon Connect, and integrating these with Salesforce to provide a world-class experience for both customers and employees.
Anthony Greer
Boehringer Ingelheim
With 20+ years of experience and increasing responsibilities in a variety of IT principals ranging from Support to Administration and Engineering to Project and Resource Management, as well as executive management experience of IT, PMO, and Customer Experience teams, Anthony Greer from Boehringer Ingelheim possesses a wealth of experience and expertise in the realm of local and remote management of employees, project teams, vendors, and assets. His work has resulted in cost savings, efficient processes, and enhanced self-service utilization by way of maximizing current technologies, implementing new technologies, and reorganization of data accessibility.
Zach Hinkle
Principal Product Manager, Genesys Cloud
Zach Hinkle is a Principal Product Manager for Genesys. He is a 17+ year veteran with Genesys with roles in the Support organization, Strategic Initiatives Group, PureConnect Cloud Solutions Group and Genesys Cloud Product Management. As a Principal Product Manager for Genesys, he is responsible for AppFoundry and Work Automation. His responsibilities include marketplace development, vendor onboarding, application monetization and the development of Work Automation.
Mathew Hockaday
Sr. Voice Infrastructure Engineer, Salesforce
Mathew Hockaday is a Senior Voice Infrastructure Engineer at Salesforce that is committed to improving customer and user interaction experiences through automation, self-service, and analytics. Mathew’s specializations include Service Cloud, Sales Cloud, and AWS. In his current role, Mathew is responsible for designing, implementing, and supporting contact center solutions on a global scale in Salesforce for Salesforce (SF on SF).
Andrew Loewith
Enterprise Solutions Engineer, NICE
Andrew Loewith is an Experienced Enterprise Solutions Engineer with a demonstrated history of working with enterprise clients in the software and telecommunications space. Skilled in pre-sales design, customer experience, product demonstration, collaboration, and building relationships with key stakeholders that drive business opportunities, Andrew tailors every customer interaction to meet their unique needs, respecting each client’s unique initiatives and challenges in the CX space. Andrew’s quality-oriented approach to customer interactions and compelling sales demonstrations have been refined by a proven background in 3rd party quality assurance monitoring and analytics. Whether it’s driving sales performance, spearheading marketing and management initiatives, or delivering impactful presentations to large audiences, Andrew’s goal remains constant: to drive organizational success through data-informed strategies and strong interpersonal skills.
Pavan Madireddy
Associate VP, Technology Solutions. TD Bank
Pavan is a seasoned leader known for his transformative and strategic approach to quality management in technical delivery. With a wealth of experience spanning insurance, credit cards, wealth, and contact centers, he has consistently implemented technology strategies using agile delivery at scale. Pavan is currently at the forefront of leading quality delivery at scale, employing innovative quality engineering solutions to elevate customer experiences and capitalize on business opportunities.
Lyndon Nicholson
Infrastructure Engineering Advisor, Cigna
Lyndon Nicholson is currently a senior infrastructure engineering advisor in Contact Center Platform Operations for Evernorth Health Services Cigna. He is responsible for contact center monitoring, regression testing and load testing utilizing Cisco ICM, and the Cyara customer experience tool.
Lyndon has worked for Cigna for eleven years. Prior to his current role, he held several positions within the contact center space. He has 25 plus years in the contact center space working for Geico and AIG.
Lyndon has worked for Cigna for eleven years. Prior to his current role, he held several positions within the contact center space. He has 25 plus years in the contact center space working for Geico and AIG.
Sean Rabago
Service Expert/Capability Lead, Kenway Consulting
Sean possesses more than 20 years of enterprise contact center experience and an extensive background in the telecommunications industry. With a unique blend of technical and management expertise, he has a deep understanding of the business vertical, enabling him to deliver exceptional results in both domains. Drawing upon his proficiency in quality assurance, project management, and solution delivery, Sean is adept at driving meaningful value while minimizing waste. He is driven by data, embracing a proactive approach and a commitment to delivering high-quality solutions at scale. Notably, Sean contributed to the implementation of cutting-edge Avaya IVR enhancements, integrating virtual assistance chatbots with Generative AI, big data, and predictive analytic models. Sean’s ability to seamlessly navigate technical complexities while delivering impactful solutions makes him an invaluable asset to any organization aiming to achieve optimal results.
Mohammad Sabagh
Director, IT Telecommunications, ResultsCX
Mohammad Sabagh, Director of IT Telecommunications at ResultsCX, brings a wealth of knowledge and subject-matter expertise from his more-than 30 years in the inbound and outbound Telecoms and technical industry. As a problem-solver and driver of transformative change within his organization, Mohammad brings insights and a unique perspective to Cyara’s roster of Xchange speakers.
Mark Shaw
Director, Software Engineering, Assurant
Mark Shaw, Engineering Manager in the Contact Center, has been with Assurant for almost 30 years, with expertise in management of both the Command and Contact Center spaces. His roles as BA, Test Lead, Testing Manager, and Development Cycle Manager have given him hands-on experience and expertise working directly on IT projects for IVRs and softphones, as well as managing teams to implement Contact Center processes, practices, and solutions that improve the customer experience.
Rick Trento
Senior Portfolio Solutions Engineer, NICE CXOne
Rick Trento is a Senior Portfolio Solutions Engineer at NICE CXOne who has been with NICE for six years. With over 20 years in pre-sales and contact center experience, he currently supports NICE business partners in driving and winning opportunities – partnering in their success. Born and raised in Southern California, Rick enjoys hiking and water sports, especially in the Lake Powell and southern Utah areas.
Vincent Zandvliet
Global Head of DEVOne Ecosystem, NICE
Vincent Zandvliet is a global business leader with proven success in building strategic partnerships and geographic expansion of software and technology organizations. He is expert in innovative partnerships that drive revenue growth and client satisfaction, by leveraging direct and indirect sales models.
By his peers, Vincent is recognized as a trusted adviser for business partners such as systems integrators, cloud and managed service providers, independent software vendors, value-add distributors, and solution providers.
Vincent creates business growth opportunities by leveraging market trends around contact centers, client experiences, and artificial intelligence.
Vincent gained extensive business and people management leadership from multiple international assignments and global positions. He excels in demanding environments with strong communication and successful team-building.
By his peers, Vincent is recognized as a trusted adviser for business partners such as systems integrators, cloud and managed service providers, independent software vendors, value-add distributors, and solution providers.
Vincent creates business growth opportunities by leveraging market trends around contact centers, client experiences, and artificial intelligence.
Vincent gained extensive business and people management leadership from multiple international assignments and global positions. He excels in demanding environments with strong communication and successful team-building.
Alok Kulkarni
Founder & CEO, Cyara
Alok founded Cyara with the vision that an easy-to-use CX Assurance platform could help enterprises be confident that they were delivering great customer experiences each and every time, even in a world with rapidly changing customer expectations and an ever increasingly complex technology ecosystem.
Prior to Cyara, he was Director, Solutions Engineering, at Genesys where he led the team that architected contact center solutions for the Asia Pacific market, driving Genesys to the top position in that market. He also held various engineering roles at National Australia Bank, NEC, Lincolne Scott, and Boral Building Technologies.
Alok has an MBA in Entrepreneurship and Technology from Melbourne Business School and a Bachelor’s Degree in Electrical and Computer Systems Engineering from Monash University, Australia.
Prior to Cyara, he was Director, Solutions Engineering, at Genesys where he led the team that architected contact center solutions for the Asia Pacific market, driving Genesys to the top position in that market. He also held various engineering roles at National Australia Bank, NEC, Lincolne Scott, and Boral Building Technologies.
Alok has an MBA in Entrepreneurship and Technology from Melbourne Business School and a Bachelor’s Degree in Electrical and Computer Systems Engineering from Monash University, Australia.
Rishi Rana
President, Cyara
Rishi is responsible for Cyara’s product strategy as well as all customer-facing operations which include global sales, marketing, customer support, customer success, and professional services.
Rishi brings over 25 years of experience in scaling businesses towards success, driving innovation, and achieving operational excellence. He has a proven track record of successfully integrating acquisitions by crafting and executing visionary strategies that harness capabilities and maximize efficiencies that drive bookings, revenue, and margin growth as well as operational excellence.
Prior to Cyara, Rishi was EVP at PowerSchool [NYSE: PWSC] where he led the strategy and growth of three separate PowerSchool business units. In that capacity, he played a pivotal role in expanding the overall business, growing revenue both organically and through multiple acquisitions, ultimately achieving a record high market valuation. His extensive experience also includes leading the global transformation of disparate product and service lines at AGDATA, as well as several leadership and executive positions at renowned software powerhouses such as SumTotal, Skillsoft and Microsoft.
Rishi brings over 25 years of experience in scaling businesses towards success, driving innovation, and achieving operational excellence. He has a proven track record of successfully integrating acquisitions by crafting and executing visionary strategies that harness capabilities and maximize efficiencies that drive bookings, revenue, and margin growth as well as operational excellence.
Prior to Cyara, Rishi was EVP at PowerSchool [NYSE: PWSC] where he led the strategy and growth of three separate PowerSchool business units. In that capacity, he played a pivotal role in expanding the overall business, growing revenue both organically and through multiple acquisitions, ultimately achieving a record high market valuation. His extensive experience also includes leading the global transformation of disparate product and service lines at AGDATA, as well as several leadership and executive positions at renowned software powerhouses such as SumTotal, Skillsoft and Microsoft.
Nancy Bergantzel
Manager, Solutions Architect
With a distinguished career spanning over 25 years in the contact center industry, Nancy has become a pivotal figure at Cyara for the past five years. At Cyara, she has been instrumental in bringing innovative automated testing solutions to some of the industry’s most renowned brands. Leading the Solution Architects team, her focus is on solution-selling strategies, enhancing enablement, and refining processes. Nancy’s expertise in cloud migration, digital transformation, and AI solutions positions her as a trusted advisor, particularly when engaging with clients to discover the most fitting solutions for their customer contact journeys.
Christoph Börner
Senior Director of Digital, Cyara
Christoph Börner is a multi-organizational founder, developer, tester, speaker, and in his spare time, a pretty great drummer. Christoph started his career in the 2000s after studying Information Technology at the Technical University of Vienna. As a developer, he discovered a love for coding, breaking complex systems, hunting for bugs, and creating solutions. As his passions continued to evolve, Christoph began to dedicate more focus to quality assurance in the areas of Artificial Intelligence, Machine Learning, and Conversational Interfaces. With this mindset, Christoph, along with colleague and rock band partner Florian Treml, founded Botium, the leading industry standard in test automation for chatbots, voice assistants, and conversational AI. Their open source framework is supported and used by a community of more than 250 thousand users around the globe.
Justin Johnson
Technical Account Manager, Cyara
Justin Johnson is a Technical Account Manager (TAM) at Cyara who thrives on all things technical and CX. His background in Computer Science and experience in Software QA led him to Cyara’s Customer Success organization a few years ago and he’s been providing automation strategy and tactics to customers ever since. He is ISTQB certified and is technical lead for APIs and Integrations within the Technical Management team.
Norm Kayserman
Product Specialist, Cyara
Norm is a Product Specialist and Product Manager for Cyara’s ResolveAX solution, who brings extensive experience and innovation to the world of customer experience (CX), test automation, telecommunications and contact center industry. With in-depth, technical experience delivering strategic solutions to Fortune 500 companies, Norm has led work in the areas of CX software product development, business strategy, and partnership and alliances.
Max Lipovetsky
Chief Product Officer, Cyara
Max is responsible for guiding Cyara through its next stage of product innovation, including the fast-evolving role of AI in testing.
With over 20 years’ experience driving product innovation in customer experience and customer engagement technology in the contact centre and IVR industries, Max Lipovetsky brings a wealth of knowledge to Cyara.
In 2003, he co-founded Global Speech Networks and brought to market one of the first SaaS contact centre clouds – capturing the attention of some of ANZ’s largest businesses. Next for Max was a role as CEO of CentraCX. This was a chance for him to focus on a passion area: the voice of the customer. At CentraCX he helped businesses use customer feedback as a growth tool to drive continual innovation.
With over 20 years’ experience driving product innovation in customer experience and customer engagement technology in the contact centre and IVR industries, Max Lipovetsky brings a wealth of knowledge to Cyara.
In 2003, he co-founded Global Speech Networks and brought to market one of the first SaaS contact centre clouds – capturing the attention of some of ANZ’s largest businesses. Next for Max was a role as CEO of CentraCX. This was a chance for him to focus on a passion area: the voice of the customer. At CentraCX he helped businesses use customer feedback as a growth tool to drive continual innovation.
Mitch Risner
Chief Revenue Officer, Cyara
With over 20 years of sales experience and over 15 years in sales leadership, Mitch has a proven track record of success in building high-performing global enterprise sales organizations.
Mitch began his career in sales leadership at SumTotal Systems, a Human Capital Management company backed by the PE firm Vista Equity Partners. Serving as GVP, he spearheaded North American sales, significantly contributing to the company’s revenue growth and facilitating a successful transition to Charterhouse Capital Partners.
Following his tenure at SumTotal Systems, Mitch assumed the role of CRO at Limeade, an Employee Engagement company, where his instrumental contributions led to a fivefold increase in company growth. Responsible for overseeing all revenue functions on a global scale, including Partner, Sales, Customer Success, Operations, Professional Services, and Customer Support, Mitch played a pivotal role in guiding Limeade through multiple M&As, ultimately steering the company to a successful public listing.
Mitch began his career in sales leadership at SumTotal Systems, a Human Capital Management company backed by the PE firm Vista Equity Partners. Serving as GVP, he spearheaded North American sales, significantly contributing to the company’s revenue growth and facilitating a successful transition to Charterhouse Capital Partners.
Following his tenure at SumTotal Systems, Mitch assumed the role of CRO at Limeade, an Employee Engagement company, where his instrumental contributions led to a fivefold increase in company growth. Responsible for overseeing all revenue functions on a global scale, including Partner, Sales, Customer Success, Operations, Professional Services, and Customer Support, Mitch played a pivotal role in guiding Limeade through multiple M&As, ultimately steering the company to a successful public listing.
Janet Vito
Senior Vice President of Marketing, Cyara
As a seasoned marketing executive with over 25 years of experience, Janet has excelled in leading high-performing teams to drive revenue growth in dynamic, technology-driven environments. Most recently, Janet was Vice President of Marketing & Sales at uShip, a marketplace that connects people and businesses with logistics carriers. During her tenure, the company’s B2B revenue segment grew significantly through both sales-led and product-led growth motions.
Previously, Janet was Vice President of Marketing at Mitratech, an enterprise B2B SaaS company in the legal and compliance space. While there, she led the entire marketing function, including product marketing, demand generation, marketing operations, corporate communications, and brand. Her career as a marketing leader began at PE-backed Accruent, where revenue tripled during her tenure. Serving as Sr. Director of Marketing, Janet was responsible for building and scaling the product marketing and demand generation functions. She also played a crucial role in the acquisition of eight companies, including communication, integration, and GTM.
Previously, Janet was Vice President of Marketing at Mitratech, an enterprise B2B SaaS company in the legal and compliance space. While there, she led the entire marketing function, including product marketing, demand generation, marketing operations, corporate communications, and brand. Her career as a marketing leader began at PE-backed Accruent, where revenue tripled during her tenure. Serving as Sr. Director of Marketing, Janet was responsible for building and scaling the product marketing and demand generation functions. She also played a crucial role in the acquisition of eight companies, including communication, integration, and GTM.
Kelly Zunker
Sr. Strategic Accounts Director
Kelly Zunker is a Senior Strategic Accounts Director and joined Cyara in 2015. Prior to Cyara, Kelly had a 20+ year long career as a trusted advisor to the fortune 1000 working in the contact center. Kelly has a particular passion for helping customers discover and validate the value of leading CX solutions. A true change catalyst, Kelly has been instrumental in helping his customers succeed in successfully migrating to the cloud and adopting new technologies such as Conversational AI. His practical, common sense approach focuses on the ‘bottom line’ value for his clients, both at the personal, professional and organizational level. Kelly has been known to create “heroes” out of his customers, join his session to experience and learn from his expertise in action.
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