Our Speakers
We've curated a lineup of world-class leaders across Health, Fintech, and Consumer brands — ready to share insights, spark conversations, and shape the future of customer experience.
Brands that will inspire you
Go the extra mile, without lifting a finger.
Keynote Speaker
Sahil Bloom
Author, Investor, and Writer
The 5 Types of Wealth
Every form of success — in business and in life — is shaped by the tradeoffs we make.
In this keynote, Sahil Bloom shares the decision-making frameworks he uses to navigate complexity, prioritize what truly matters, and build sustainable success. Drawing from the principles behind The 5 Types of Wealth, he challenges leaders to expand how they evaluate trade-offs — balancing financial outcomes with time, energy, relationships, and long-term impact. Through practical tools and real-world examples, attendees will learn how to ask better questions, design smarter systems, and make decisions that compound — not just for the next quarter, but for the next decade.
Included with your ticket
All attendees will receive a complimentary copy of The 5 Types of Wealth, followed by a private book signing with Sahil Bloom.
Keynote Speakers
Blake Colainne
Health and Human Development Professor & Psychologist
Penn State University
Dr. Blake Colaianne is an organizational psychologist and professor of Health and Human Development at Penn State University. His work focuses on emotional safety, motivation, and belonging in the workplace, helping leaders understand how psychological conditions shape performance, collaboration, and long-term team success.
Jessica-Rose Garcia
CX & Support Senior Manager
OneSkin
Jessica-Rose Garcia is a customer experience leader at OneSkin, where she partners across teams to build thoughtful, customer-centric support operations for a fast-growing consumer brand. Her work focuses on translating leadership priorities into scalable CX strategies that balance efficiency, empathy, and long-term customer trust.
Mike Zayonc
CX & Operations Leader
Kodif AI
Mike Zayonc is a customer experience and operations leader at Kodif AI, where he partners with modern brands to design scalable CX systems that balance automation with human judgment. With a strong background in support operations and cross-functional alignment, Mike focuses on helping organizations translate strategy into practical, measurable outcomes.
Opening Remarks
Alex Ross
COO
Horatio
Co-Founder and COO of Horatio, overseeing global operations, service delivery, and organizational scale. With a strong background in building systems and teams that perform at scale, Alex ensures Horatio consistently delivers operational excellence while adapting to the evolving needs of its clients.
Jared Karson
CFO
Horatio
Co-Founder and CFO of Horatio, responsible for financial strategy, planning, and sustainable growth. He partners closely with leadership and clients to ensure disciplined execution, thoughtful investment, and long-term value creation across the business.
Jose Herrera
CEO
Horatio
Co-Founder and CEO of Horatio, where he leads the company’s vision, culture, and long-term growth as a premium nearshore outsourcing partner for modern technology companies. He is deeply focused on building people-first organizations and helping clients scale customer experience operations with quality, trust, and alignment at the core.
Panel Speakers
Adam Diaz
Senior Vendor Manager
Flex
Adam Diaz is a strategic operations leader and content creator with a deep background in knowledge management and CX. Currently a Senior Vendor Manager at Flex, Adam previously held leadership roles, where he specialized in transforming vast, complex technical information into streamlined, accessible databases and SOPs. Beyond his corporate expertise, he is the co-founder of the Hear Us Out Network, a successful podcasting business built on authentic storytelling and audience engagement.
Amanda Bloom
Care Support Director
Spring Health
Amanda Maughan Bloom is a customer experience leader with deep experience designing patient-centered journeys across digital and human touchpoints. Her work focuses on building empathetic, scalable CX programs that balance operational rigor with genuine care, particularly in moments that matter most to patients. Amanda brings a thoughtful perspective on how empathy, when intentionally designed, becomes a powerful driver of trust, outcomes, and long-term growth in healthcare.
Anand Gopinath
Partner Sales Executive
Zendesk
Anand Gopinath is a product and technology leader with experience building data-driven, customer-facing platforms in complex and regulated environments. His background spans product strategy, data systems, and cross-functional collaboration with engineering and CX teams to deliver scalable, trustworthy experiences. Anand brings a thoughtful, systems-level perspective on how technology decisions shape customer trust and long-term outcomes.
Angibel German
Sr. Insurance Verification Lead
Horatio
Angibel German is a results-driven healthcare operations professional with over 11 years of expertise in insurance verification, complex authorizations, and medical billing. As a Senior Lead, she specializes in maintaining operational integrity and ensuring seamless patient access by navigating the complexities of referrals and coding to eliminate administrative bottlenecks. A subject matter expert who bridges the gap between technical operations and client relations, Angibel is recognized for leveraging her deep industry knowledge to build trust and showcase high standards of service.
Bill Barcelona
CX Leader
Whisker
Bill Barcelona is a CX leader and a member of the Whisker Leadership Team, specializing in building and optimizing Voice of Customer (VoC) strategies. He is an expert in using customer insights to inform critical journey mapping and service design, with a focus on personalizing the global contact center of the future through AI. Bill is dedicated to finding top talent and fostering a culture that enables excellence. His experience comes from AI-guided optimization to show how modern service design transforms traditional support into a strategic growth driver.
Bismarck Brito
Senior Manager Client Services
Horatio
Bismarck Brito is a seasoned Customer Success and Operations leader with over a decade of international experience spanning FinTech, banking, SaaS, and Ecommerce. He has managed large-scale organizations of over 300 FTEs across diverse functions, including customer experience, tech support, and collections. Specializing in digital transformation and KPI optimization, including CSAT, NPS, and SLA, Bismarck is recognized for his ability to scale operations while driving customer retention and revenue growth.
Eva Mourad
Vice President of Operations
cpap.com
Eva Mourad is an operations executive with deep experience scaling regulated, high-growth commerce and fulfillment organizations through automation and financial rigor. She has a proven track record of transforming underperforming businesses into profitable platforms by modernizing supply chain infrastructure and deploying cloud-based technologies. At the core of her leadership is a focus on people, performance systems, and the customer experience, pairing workforce development with technology-enabled service delivery.
Joanne Isaias
Sr. Director of Client Services
Horatio
Senior Director of Client Services at Horatio, where she leads strategic client partnerships and oversees service delivery across high-growth technology and consumer brands. Joanne focuses on building strong teams, fostering long-term client relationships, and ensuring customer experience operations scale without losing the human connection at their core.
Nadira Garufi
Director Of Customer Service and Operations
Horatio
With over a decade of experience in Directorship roles, Nadira Garufi specializes in the intersection of strategic planning and human-centric leadership. Currently driving operational excellence at Horatio, Nadira is a Montreal native who has spent the last 20 years living in Latin America. She has built her career on bridging language barriers and driving exceptional customer experiences. Drawing her expertise in process optimization and talent development she explores how leading from the ground up remains the ultimate differentiator in a digital age.
Nancy Gurd
CX Director
Caraway Home
Nancy Gurd is a seasoned CX leader and a member of the Customer Advisory Board at NoFraud, with over a decade of experience building and scaling customer-centric organizations. Currently serving as the Director of Customer Experience at Caraway Home, Nancy specializes in team leadership, analytical strategy, and fostering high-performing team cultures. Her career spans influential roles at Aurate New York and in-store management, giving her a unique perspective on the end-to-end customer journey.
Olivia Parker
Partnerships Leader
Richpanel
Olivia Parker is a business development and partnerships leader with extensive experience driving growth across the Ecommerce and SaaS ecosystems. Currently leading partnerships at Richpanel, Olivia has a deep background in scaling sales processes and managing strategic relationships at industry leaders such as TalentPop, LoyaltyLion, and ShipStation. Her expertise lies in navigating mid-market account management and international territory expansion, particularly across the LATAM region.
Oren Schwaitzer
Director of Customer Success
Yotpo
Oren Schwaitzer is a project management and operations leader with vast experience managing large, distributed teams across Israel and overseas. He is skilled in the full project lifecycle, from definition and specification to testing and deployment, with a focus on providing optimized workflows and solutions for strategic customers. Currently at Yotpo, Oren leverages integrated eCommerce solutions to save time and increase ROI for brands of all sizes. His expertise come from his strategic knowledge in workflows demonstrating how operational excellence drives measurable business growth.
Paola Perez
Senior Client Services Manager
Horatio
Paola Perez is a specialized client services and operations leader with a decade of experience in the CX and Fintech sectors. Currently serving as a Senior Client Services Manager at Horatio, Paola excels in building high-trust relationships and delivering tailored solutions for the fast-paced Fintech landscape. Her background spans the entire operational lifecycle, including QA leadership, product training, and brand advocacy.
Sydney Chestler
CX Director
Fresh Clean Threads
Sydney Chestler is a customer experience and operations leader with deep experience building and scaling high-trust support organizations in fast-growing, highly regulated environments. She has led CX teams through periods of rapid growth, operational complexity, and increasing customer expectations, with a strong focus on process design, quality, and cross-functional alignment.
Yankho Trumble
Customer Experience Manager
Jack Archer
Yankho Trumble is a CX and operations specialist with a background in building scalable service frameworks for high-growth eCommerce brands. Currently the Customer Experience Manager at Jack Archer, Yankho previously managed CX operations for over 50 brands under the OpenStore umbrella and was a founding member of the team at Exo Drones. With a foundation in data analysis and technical project leadership developed during his tenure at Truist, he excels at blending analytical rigor with operational execution.
Roundtable Moderators
Erica Clayton
Head of Partnerships
Forethought
Erica is a customer experience and operations leader with deep experience building scalable CX systems in fast-growing organizations. Her work focuses on operational clarity, voice-of-customer strategy, and the thoughtful integration of AI into human-centered workflows. Erica brings a practical, leadership-level perspective on how CX, technology, and accountability come together to drive meaningful outcomes.
Natalie Barton
Senior Strategic Partner Manager
Gorgias
Natalie is a seasoned CX and transformation leader with deep experience helping large enterprises connect customer experience, operations, and AI to drive measurable business outcomes. Her work focuses on aligning cross-functional teams, integrating emerging technologies responsibly, and turning data into strategies that improve both operational performance and customer trust. Natalie brings a practical, enterprise-level perspective on how organizations can align AI initiatives with real operational needs.
Valerie Li
CEO
Duckie
Erica is a customer experience and operations leader with deep experience building scalable CX systems in fast-growing organizations. Her work focuses on operational clarity, voice-of-customer strategy, and the thoughtful integration of AI into human-centered workflows. Erica brings a practical, leadership-level perspective on how CX, technology, and accountability come together to drive meaningful outcomes.
