We are currently actively booking our speakers for the Symposium. Check back for updates as we continue to finalize our program. 

Confirmed Mainstage Speakers

Sonya Lacore

Sonya Lacore
Vice President, Inflight Operations
Southwest Airlines

Presentation title and description coming soon.

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Gabriele “G” Masili

Gabriele “G” Masili
Chief Technology Officer, Customer Service and Support 
Microsoft

Presentation title and description coming soon.

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Gabriele “G” Masili is the Chief Technology Officer (CTO) of Customer Service & Support at Microsoft. He is responsible for Digital Customer Support, Support Engineering, Support Tools, Support Intelligence and Insights, and leads the Digital Customer Experience Council across Microsoft.

Prior to taking on his latest role, G led Microsoft’s Support for the Windows and Devices Group. Accountable for the end-to-end customer support experience and worldwide technical support delivery for Windows, Xbox and Surface, the organization included 10,000 support engineers and advocates across 40 geographies, supporting 30 languages.

G joined Microsoft in 2017 with more than 20 years of experience in software engineering, customer service and technical support. A passionate technology leader, he has a proven track record designing, building and delivering world-class customer experiences serving millions of customers in more than 200 countries. More recently, he built Amazon’s Customer Support organizations for Italy, Spain and The Netherlands before moving to the U.S. to run Amazon’s Worldwide Customer Service and Technical Support business for their devices and digital services. He owned the end-to-end customer support experience, including the global technical support operations, as well as the design and product development of digital and web applications like Mayday Screen Sharing and Alexa’s ability to autonomously answer customer service queries.

Throughout his career, G has been an innovator and change agent, focusing on continuously improving customer satisfaction and digitally transforming the customer experience. He is passionate about building diverse teams and leveraging technology to ensure inclusion and accessibility. G is on the advisory board of two of the major customer service industry organizations, IQPC Customer Contact Week and Frost & Sullivan Executive MindXchange, and has a deep understanding of AI, voice, mobile and web support technologies.


Stan Phelps
Stan Phelps
Forbes Contributor, TEDx Speaker, IBM Futurist
Purple Goldfish

Presentation title and description coming soon.

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Stan Phelps, is the Founder of PurpleGoldfish.com. He is a TEDx speaker, Forbes contributor and IBM Futurist that focuses on customer experience and employee engagement. Throughout his career Stan held many marketing leadership roles with adidas, International Management Group, PGA of America and Synergy.

He’s the author of six books: Purple Goldfish, Green Goldfish, Golden Goldfish, Blue Goldfish, Purple Goldfish-Service Edition and Red Goldfish. They all focus on the little ways to drive differentiation, increase loyalty, and promote positive word of mouth. He has spoken at over 200 events in 11 countries.

Stan holds a JD/MBA from Villanova University and a Certificate in Achieving Breakthrough Service from Harvard Business School. He lives in Cary, North Carolina with his wife Jennifer two boys Thomas and James.


Lee Scanzano
Lee Scanzano
Vice President, Customer Care Operations
Cox CommunicationsPresentation title and description coming soon.View Biography

Lee Scanzano is vice president of customer care for Cox Communications. She is responsible for all facets of the customer care department and leads one of Cox’s Centers of Excellence located in Phoenix.

Scanzano came to Cox from Bank One where she was vice president of customer care. Prior to that, she served as the senior vice president of customer care with the Gale Group. She has also held numerous positions with American Express in New York and Arizona. While at American Express, she held the role of business leader and senior service delivery leader for the telephone service center, at one point managing a staff of 1,200 employees. Scanzano is the recipient of numerous business awards for her innovative leadership and excellent results.

Scanzano currently serves as the board chair for the Better Business Bureau and serves on the advisory board of the Center for Services Leadership, part of the W.P. Carey School of Business, Arizona State University.

Scanzano and her husband reside in Carefree and have one daughter who is pursuing a career in Public Relations.


Scott Shellstrom
Scott Shellstrom
Motivational Speaker
Unleash Your Inner DaVinciShellstrom inspires the unique creative force within all of us with moving, rarely heard stories about Leonardo da Vinci, laugh-out-loud improvisational comedy and master piece paintings done in four minutes, with the last painted upside down as a crescendo.The sensational Unleash Your Inner Da Vinci keynote is an energetic, interactive experience that motivates audiences to uncover their hidden problem- solving abilities to achieve success in business and in any area of their life.

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As a former, top advertising executive, Scott Shellstrom knows that creativity is more than an art, it’s a skill. His skills have placed him on some of New York City’s most prominent improv comedy stages, and his paintings on some of the most prestigious gallery walls. He knows how to perform, both as a television host on the Travel Channel, as well as the first white guy on Soul Train.

Scott’s presentations will unite and excite teams as they collaborate and support one another using proven techniques of improvisational theater. He ignites productivity and inspires unique solutions to everyday challenges. He teaches how to prosper from perspective and see more than what the picture first portrays. (And if that wasn’t enough, just wait for his masterpiece painting… done in four minutes… upside down.)

Programs:
Unleash Your Inner Da Vinci

Lessons from Leonardo da Vinci, outrageously funny improve comedy, and captivating fast painting. The speed of change necessary to succeed in business today is profound. Individuals must create more in less time with ever-shrinking budgets while adapting to new technology. The ability to quickly shift gears, see challenges from a new perspective, and identify effective solutions is paramount. As a result, individuals and teams who harness the power of creativity will become more valuable to their organization. Scott will:

  • Unite and excite your team as they collaborate and support one another using proven techniques of improvisational theater.
  • Ignite productivity generated by taking an innovative approach to projects.
  • Inspire unique solution to everyday challenges.
  • Prosper from perspective to see more than what the pictures portrays.

Breakthrough Brainstorming: Fun, Fast Strategies to Unleash Your Brilliance!

Effective brainstorming leads to idea generation and multiple solutions required to thrive in today’s constantly changing business environment. However, there’s more to effective brainstorming than simply throwing out ideas in a group setting. In fact, research supports this traditional method hinders and prevents the best ideas from surfacing. Attendees will overcome this challenge by employing the skills of Improv that forward-thinking companies such as Google, Nike, and Nissan have incorporated into their sessions to spark innovative dialogue, break down barriers, and ignite creative solutions. As a result of attending this program you will:

  • Identify specific strategies for brainstorming success.
  • Unite and excite your team through powerful, proven techniques of improvisational theater.
  • Breakthrough barriers such as unconscious bias and mindset to maximize outcomes.

CALL FOR SPEAKERS

Do you have speaker ideas or a speaker recommendation for the 2020 Symposium? We’d love to hear from you!  Please click on the link below to fill out the form and we will be in touch regarding future speaking availability.

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