Webinar Schedule

How Artificial Intelligence and Chatbots are Transforming Customer Service 
Tuesday, September 14 at 11:00 am EST

Moderator:
Thanasis Papapostolou, Founder - Operations Manager, AIP Consulting
Panelists:
Vasanthi Gopal, Cognitive Solutions Architect, IBM
Anne Hermes, Product Manager, American Red Cross
Kaela Johnson, Digital/Technical Product Manager Lead, USAA
Kailash Ramalingam, Managing Director Regional Head, Customer Centre & Servicing Platforms, DBS Bank Ltd
Sarah Ricketts, Director System & Business Solutions, Mailchimp

Thanasis Papapostolou, Founder - Operations Manager, AIP Consulting
Thanasis is the founder of AIP Consulting, an international Market Research company with a focus on Customer Experience Management services and technologies. Furthermore, he delivers training to middle and upper management executives in the fields of Leadership, Negotiations and Sales. Additionally, he offers Coaching and Mentoring services & tools to Startups and Executives. Prior to that, he has served in Sales Management positions for various global FMCG & Retail companies for 15+ years. In 2021 he was elected as a Board Director for Mystery Shopping Professionals Association Europe /Africa.
 

Vasanthi Gopal, Senior Technical Staff Member, IBM
Vasanthi Gopal is a Senior Technical Staff Member in IBM Business Transformation responsible for identifying and creating many NLP based AI solutions specifically in Lead to Cash area for seamless cognition.She leads all aspects of application modernization and digitization with AI, partnering with IBM research and Watson team providing technical direction to team with a mission to enable and accelerate enterprise business application transformation using cloud native micro services architecture.

Anne Hermes, Product Manager, American Red Cross
Anne Hermes is a Product Manager on the American Red Cross' Innovation Team. She manages all of the Red Cross' Conversational AI products, including three chatbots and four voice skills. Anne focuses on using AI and other emerging technologies to solve complex problems and further the Red Cross mission. She joined the Red Cross from Facebook Reality Labs where she was part of a team conducting cutting edge VR research.
 

Kaela Johnson, Digital/Technical Product Manager Lead, USAA
Kaela Johnson is a Digital Technical Product Manager Lead at USAA. She joined USAA in 2017 and has spent the last 4 years focused on the Customer Experience of the Virtual Assistant. Her professional experience includes being a former IT Support Manager at Rackspace Hosting from 2010 to 2017, managing a team of highly skilled Administrators, Architects, and Engineers, along with managing a book of business in excess of $10MM per month.
Kaela enjoys spending time with her family, being outdoors, and fishing the Texas Coastal region. She is involved in her children’s school activities and is a member of the PTSA. Kaela holds a Bachelor of Arts (Communication) with a concentration in PR degree from the University of Texas San Antonio.

Kailash Ramalingam, Managing Director Regional Head, Customer Centre & Servicing Platforms, DBS Bank Ltd
Kailash has 20+ years of experience in Retail / Consumer Banking in areas of Contact Centre, Operations, Technology, Program Management, Customer Experience and Sales & Distribution.
Pioneer of multiple award winning Customer Science program which helps in predicting customer struggles and providing Just-in-time interventions. Passionate in driving digital engagement using Digital interventions, Digital Servicing & Chatbots.

Sarah Ricketts, Director System & Business Solutions, Mailchimp
Sarah has worked in Financial Services, Telecomm Internet of Things, Airline and Technology industries. Her focus on the customer experience is evident in all she does. With a background in back office operations and technology, she has led efforts in developing Quality, Customer Experience disciplines and processes, and implemented multiple internal customer facing tools.

Case Studies from Stevie Awards for Sales & Customer Service Gold Winners.
Watch 20-minute On-Demand Case Studies from each of the following Winners

Brandon Carroll, Senior Manager, Scale Client Success, FiscalNote
Brandon Carroll leads the Scale Client Success Team at FiscalNote, which is responsible for training and educating over 4,000 clients, at scale. Passionate about making a difference in the world, he considers the work he does critical to helping FiscalNote's clients meet their desired outcomes by meeting them in the moment. His team is goaled on improving efficiency and cost-to-serve, increase product adoption, and ultimately increasing the overall LTV of our userbase. He currently lives in SE DC with his wife and their two rescue dogs. He loves to go on long hikes, kayaking, and reading a good book with a cup of pourover coffee. He values authenticity, passion, and creative thought.

Kimberlie Dracup, Former Group Sales Executive, TourRadar
Kimberlie, formerly with TourRadar, is passionate about travel sales and has had a successful career in the industry after her time as a 911 emergency dispatcher. She negotiates great travel deals for her clients and was honored to win a Stevie Awards for her work as a travel agent during COVID-19.
 

Adrian Tobey, CEO, Groundhogg
Adrian is the CEO and founder of Groundhogg Inc, a company focused on democratizing digital marketing by making CRM and Marketing Automation tools more affordable and accessible to small businesses and nonprofits around the world.
 

Chad Sanderson, Managing Partner, ValueSelling Associates & Julie Thomas, President & CEO, ValueSelling Associates
Chad Sanderson is an award-winning sales, marketing and business strategy consultant with 20+ years of proven results in driving revenue growth, facilitating market expansions and building high-performance teams. Selected by ColoradoBiz magazine as one of the “Top 25 Most Powerful Salespeople,” and by Training magazine as a "Top 5 Emerging Training Leader," Chad is a sought-after and trusted advisor to global companies, partnering with them to optimize sales across markets and verticals, and drive predictable revenue growth. He was a founder of Value Prime Solutions, a leading provider of the ValueSelling Framework. In 2018, the company was recognized with a Gold Stevie Award for Sales Training Company. Value Prime Solutions was acquired by ValueSelling Associates. Chad has also been recognized with several Gold Stevie Awards, most recently for Sales Training or Education Professional of the Year. Chad spent 11 years as an executive in the digital agency space, including as EVP, Sales and Marketing for Universal Mind, and as VP, Sales and Marketing at Cynergy, which was acquired by KPMG.

Julie Thomas, President & CEO, ValueSelling Associates
Julie Thomas, President and CEO of ValueSelling Associates, is a noted speaker, author and consultant. In a career spanning more than 24 years, she credits her mastery of the ValueSelling Framework® for her own meteoric rise through the ranks of sales, sales management and corporate leadership positions. Julie began her career at Gartner Group. In 1999, she became Vice President of Gartner’s Sales Training for the Americas. Her role included the successful onboarding of new sales hires and driving adoption of the ValueSelling Framework®. She has extensive experience applying, coaching and reinforcing the ValueSelling Framework®, ValueSelling Essentials® and their application by sales executives, sales managers and sales leadership.

Mario Martinez Jr., Founder & CEO, Vengreso
Mario is the CEO and Founder of Vengreso. He spent 87 consecutive quarters in B2B Sales and Leadership. He is one of 20 sales influencers invited to appear in the Salesforce.com documentary film “The Story of Sales”. He was also named of the Top 10 Sales Influencers by The Modern Sales Magazine, Top 25 Most Influential Inside Sales Professional, and Selling Power Magazine’s Top Sales Training and Coaching Consultant. Mario is the host of the popular The Modern Selling Podcast.

Heidi Solomon-Orlick, Vice President of Global Sales, VXI Global Solutions, LLC
Heidi Solomon-Orlick is an award winning BPO industry veteran with over 30 years of global sales and executive leadership experience. Heidi currently serves as Vice President of Global Sales for VXI Global Solutions, a $625 million multi-national outsourcing company. She is Founder and CEO of GirlzWhoSell, LLC and the GirlzWhoSell Empowerment Fund non-profit organizations. The GirlzWhoSell companies are committed to closing the gender gap in B2B sales, to building the largest pipeline of diverse, early stage career talent and to offering training, scholarships, mentoring and career placement for college and high school aged young women interested in a career in B2B sales. For the 2020 calendar year, Heidi was awarded two Gold Stevie awards, Women of the Year in Sales and Worldwide Sales Executive of the Year. Heidi is a fierce advocate for diversity, equity and inclusion and sits on the Modern Sales Pros Diversity Council. She is a frequent industry keynote speaker and panelist and is a venture investor in women and minority owned businesses that are making a positive impact in the world.

 

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