Speakers

Regina DeMars is the Director of Content Marketing & Social Media Strategy at First National Bank of Omaha. Her role is to drive engagement and brand advocacy with existing customers and employees and attract new customers by providing the right content that builds our brand, adds value to our audiences, elevating our reputation in the marketplace as an industry leader and employer. She and her team develop content across all our owned channels supporting our Enterprise-wide initiatives including the FNBO Insights Blog; Dollar Belles video series; Cashology Facebook Group; Social Selling programs; our branded channels: Facebook, Instagram, LinkedIn, and Twitter; Influencer Marketing programs and our Employee Advocacy program.

Steven King is the Distinguished Professor of Innovation and Emerging Technologies at The University of North Carolina at Chapel Hill, holding a joint appointment with the Hussman School of Journalism and Media and Kenan-Flagler Business School. He combines computer science concepts, human-centered design and storytelling to create new ways to present information through emerging technologies such as virtual and augmented reality, artificial intelligence, and other interactive media forms. Steven is the CEO of Blue Sky Robotics, which leverages computer vision and robotics to solve difficult problems in the supply chain, manufacturing, and hospitality industries.

Shawn D. Nelson is the founder and CEO of Lovesac, repeatedly recognized as the fastest growing furniture brand in the US for over a decade. Lovesac is publicly traded on Nasdaq, ticker “LOVE,” and is projected to exceed $1 billion in annual sales over the next few years leveraging its rapidly growing fleet of more than 270 Lovesac branded retail locations. From humble beginnings, Shawn founded Lovesac in 1998 making Sacs by hand for neighbors and friends while in college. He graduated from the University of Utah in 2001 with a BA in Mandarin Chinese before opening Lovesac’s first retail location in his hometown of Salt Lake City shortly after graduation. In 2005 Shawn won a million-dollar investment by Richard Branson on his prime time hit reality TV show, The Rebel Billionaire, and was named acting President of Virgin Worldwide for a time. Shawn later achieved his master’s degree in Strategic Design and Management at the world famous Parsons, The New School for Design in New York City and continued on as an instructor there for a few years.

As founder and CEO of the now iconic national footwear brand Charleston Shoe Company, Neely Powell is the mind behind the ever-growing retail brand. Since opening the first store about 25 years ago in Savannah, they have expanded nationwide to dozens of major cities. Charleston Shoe Company’s unique features consist of their treaded soles, elastic straps, washability, and bold designs, which has earned the company a loyal following across the country. Their shoes have been sold in more than 800 boutiques across the U.S., which highlights the mass appeal of their footwear.

Doyle Baker brings over a decade of experience in financial services and fintech, with a strong focus on business development and digital enterprise solutions. Having worked with global organizations like Intralinks and Fiserv, Doyle has a proven track record in sales, sales leadership, client engagement, and delivering innovative software solutions. As an Enterprise Account Executive at Creatio, Doyle supports financial institutions by helping them optimize their processes with cutting-edge technology, including no code and AI. His passion for driving results through collaboration and strategy makes him a valued partner for financial service leaders across the banking industry.

Jami Bond, CFE, brings more than 16 years’ experience in franchise marketing and franchise development to an exciting new role as franchise owner. She and her husband, Josh, are franchisees with Team Up Athletics in Kansas City. Previously, she served as vice president of franchise development at Goodcents. “My favorite part of my job was always helping franchisees launch their own businesses, and after a few years, I decided it was my turn to follow my passion and become an entrepreneur myself,” she says. A graduate of Washburn University, Bond holds a degree in marketing and finance.

Alison Bringham’s career journey has taken her from New York City's restaurant scene to Lee Bank's marketing department, where she has earned recognition for the Bank’s innovative marketing campaigns, including the 1Berkshire Trendsetter Award and a spot in the Berkshire's 40 Under Forty. With STEM degrees from McGill University and the University of British Columbia, she brings a unique perspective to her role. Alison is active in the community, serving on several nonprofit boards and her town’s Finance Committee. An accomplished equestrian, she frequently competes with her horse, Eloise, and enjoys reading or jogging in tranquil western Massachusetts.

Daniel Brown is a member of the ICXA Advisory Board. He is also the editor of Digital Signage Today, a contributing editor for automationandselfservice.com, and an accomplished writer and multimedia content producer with extensive experience covering technology and business. His work has appeared in a range of business and technology publications, including interviews with eminent business leaders, inventors and technologists. He has written extensively on AI and the integration of technology and business strategy with empathy and the human touch. Brown is the author of two novels and a podcaster. His previous experience includes IT work at an Ivy League research institution, education and business consulting, and retail sales and management.

Marbue Brown is the author of the book Blueprint for Customer Obsession and founder of The Customer Obsession Advantage, a firm dedicated to helping companies achieve extraordinary business results through Customer Obsession. He is an accomplished customer experience (CX) executive with a track record of thought leadership and signature business results at some of the most iconic companies on the planet, including JP Morgan Chase, Amazon.com, Microsoft Corporation, and Cisco Systems. Marbue's book, Blueprint for Customer Obsession, was featured in the Forbes article The Top Ten Business Books for 2022 by Shep Hyken. He co-authored oft-cited classic articles about customer experience measurements. His expertise has been featured on some of the largest radio stations and networks across the country as well as on some of the most widely distributed syndicated radio programs, including The Wharton Business Daily, This Morning with Gordon Deal and America in the Morning with John Trout.

Before joining Networld Media Group as Vice President of Events, Cherryh Cansler spent several years as VP of Editorial managing the Networld’s nine B2B publications. Throughout her 20-year career as a journalist, she’s written about a variety of topics, ranging from the restaurant industry and technology to health and fitness news. Her byline has appeared in a plethora of newspapers, magazines and websites, including Forbes, The Kansas City Star and American Fitness magazine. She also serves as the managing editor for FastCasual.com.

Sandra Carpenter is the editor of Kiosk Marketplace and Vending Times. She has been working in editorial and research roles for over a decade and has experience in print, blog, social media and peer-reviewed publications.

Michelle Castillo, Executive Vice President of Operations at Redial BPO, is a seasoned executive specializing in business strategy and fiscal responsibility. With a talent for quickly assessing business situations and crafting clear, effective solutions, she has successfully managed both large- and small-scale projects, consistently aiming for excellence and success. During her tenure at 118118 Money, a subset of kgb, Michelle's outstanding performance earned her successive promotions, culminating in the role of Chief Operating Officer. She led key initiatives in Customer Experience, Learning and Development, Client Services, Quality Assurance, and Workforce Management across 11 global locations. Her strategic training programs resulted in a 40% reduction in attrition and a 200% increase in revenue within a year. Michelle also spearheaded a startup lending initiative in the UK, leveraging her entrepreneurial spirit to disrupt the traditional financial services model.

Jeremy Cauble, Director of Strategic Innovation for Canteen North America, has been exploring innovation in unattended retail for 15 years. Through his diversified background in marketing, digital commerce/SEO, field implementation and customer experience, Jeremy has learned how to leverage new technologies to continuously improve the shopping experience for customers in unattended retail.  Quick and easy checkout, interactive shopping tools, channels for consumer engagement and feedback, and operational technologies to ensure the right product in the right place at the right time—all of these and more combined to simplify the overall shopping process and elevate customer satisfaction.

Shelly Chandler is a senior customer experience strategist and leader delivering proven results that increase revenue, reduce costs and make things easier for customers. In a specialized profession that requires more than measuring and monitoring data, her career as a customer catalyst has helped companies to drive action within organizations that are ready for this type of change. Shelly specializes in transforming the highest-level blue-sky visions into tangible programs to support it, creating strategic change with others to enhance customer experience. Shelly has worked in many different industries, adding strategic value and broad understanding of the CX profession over the past 25 years. Key verticals include B2B and B2C, Hospitality, Automotive, Transportation, Manufacturing SaaS, and Financial Services, with brands such as PNC Bank, Wells Fargo, Moen, Penske, Walmart, Forsta, and American Tire.

Erin Cohee is the Vice President of Digital Customer Experience at OneUnited Bank, America's largest Black-owned bank and first Black-owned digital bank. OneUnited's mission is to use technology to close the racial wealth gap, provide best in class financial services and to make financial literacy a core value of the Black community. At OneUnited, Erin is responsible for increasing customer engagement and enhancing new product innovation. She spearheaded the expansion of the Bank’s ATM network to 100,000+ surcharge-free ATMs, the largest network in the country. Cohee implemented the OneUnited Customer Success team, a staff of dedicated professionals who are responsible for providing proactive data-driven customer service. She also launched Card Command, an innovative and simple to use card management solution. Erin has a bachelor’s degree from Brown University and a Master's in Management, Information Systems and Digital Innovation from the London School of Economics.

Bradley Cooper is the editor of ATM Marketplace and Food Truck Operator. He was previously the editor of Digital Signage Today, Kiosk Marketplace and Blockchain Tech News. His background is in Information Technology, Advertising, and Writing.

Aspen Earley serves as the Events AGM at Pins Mechanical Co. and 16-Bit Bar + Arcade. She holds a business degree with a concentration in marketing from East Carolina University. Since starting her role, Aspen has led an Innovative Events Outreach Initiative aimed at fostering deeper community engagement within our venues. Her efforts are dedicated to enhancing the connection between guests and the venue, ensuring each event creates a memorable and impactful experience.

Laura Edell is the Chief Data Scientist at Microsoft, leading a team focused on AI and sustainability. Her successful 2020 podcast, ‘Annielytics,’ highlights Women in Tech and Girls in STEM, leading to a second podcast, “An Eye 4 AI with Annielytics.” Recognized by Medium as a top Data Science influencer in 2020 and 2021, Laura has driven innovation in the field. Previously at Apple and Expedia, her experience includes developing flight pricing algorithms and learning the importance of MLOps after a significant coding error. An avid fantasy football fan, Laura uses advanced statistical methods to win leagues. She volunteers with organizations like DigiGirlz and GirlsWhoCode and is a classically trained pianist. Embracing her dyslexia as a gift, Laura credits it with shaping her creative and analytical skills.

David C. Edelman is a senior lecturer at Harvard Business School, an executive adviser and board member to brands and technology providers, and an adviser to BCG. Previously, David was chief marketing officer at Aetna and has worked with dozens of companies on personalization, AI, and agile marketing at BCG and Digitas. Forbes has repeatedly named him one of the Top 20 Most Influential Voices in Marketing, and Ad Age has named him a Top 20 Chief Marketing and Technology Officer. He is a Top Voice on LinkedIn talking all things customer experience with more than 1 million followers.

RJ Forbes is the Director of Software Development at DPL, where he has been developing and leading projects for over 7 years. He has been pivotal in deploying the Remote Monitoring Platform, Logical and Physical Theft Detection systems, and the Hercules AI platform from its inception. With over 25 years of experience in both startups and enterprise-level companies, including International Casino Gaming and premier mobile application firms, RJ has contributed to significant advancements in the technology sector. Outside of tech, he is a former Commonwealth Powerlifting champion and a current international Highland Games competitor.

Gary Garofalo is the Founder and CEO of LoudCrowd, a social commerce platform that helps brands create shoppable creator storefronts on their eCommerce site. LoudCrowd works with many of the largest brands in the world like SONY, Wayfair, Kohls, Steve Madden and LOFT to allow their creators to build their own shoppable content directly on the eCommerce site, creating high converting experiences for both their referral traffic and the site's organic traffic. Prior to LoudCrowd, Gary founded an analytics company serving Higher Education Institutions, as well as provided strategy consulting for Fortune 500 companies with a focus on analytics. He lives in Austin, TX.

Andrew Glantz is the Founder & CEO of GiftAMeal, a cause-marketing platform for restaurants that has provided 2 million meals to those in need through its novel “food for photos” concept. For each photo shared through GiftAMeal, a meal is donated to a local food bank. An outspoken champion of social entrepreneurship, Glantz began his hunger-fighting venture while still a student at Washington University in St. Louis in 2015.

Elder Gonzalez boasts over a decade of management experience in Business Process Outsourcing (BPO). Before joining Redial BPO as VP of Client Services, he led Quality Assurance for a major U.S. telecommunications provider. In his recent roles, Elder collaborates with site managers to establish succession plans, maintain multiple client relationships, and serve as the primary communication point between client representatives and companies. His expertise spans various industries, including hospitality, financial services, wireless, video streaming, retail, and storage. Elder's focus on operational excellence and client satisfaction drives him to work closely with the operations team to meet or exceed revenue and gross profit objectives, ensuring the delivery of high-quality BPO solutions tailored to client needs.

Garrett Graham, Head of Client Journey - Consumer at Truist, has been working in CX for 15 years in the financial industry. He is responsible for creating strategies to improve the experience for Truist’s Consumer Banking clients and teammates. He has a robust background in analyzing and understanding client behaviors, translating that data into needs and goals, and developing actionable strategies to improve experiences at large banks. Garrett draws on his previous background running Analytics, VOC and Complaints teams to better understand all aspects of the client journey through data.

Stephen Griffin is a Senior Vice President at Regions Bank and is the Director of the Retail Distribution Planning Group. He began his banking career in 1992 and has 30 years of retail banking experience. Stephen has worked in various roles including branch management, branch operations management, incentive management, data management, analytics, and reporting management, along with his current role of managing the retail network distribution and market plans for branches and ATMs, including De Novo expansion, rationalization and optimization, physical design, new branch technology, aligning with digital partners and physical site selection. Stephen is a 1992 graduate of The University of Alabama with a degree in Corporate Finance as well as a graduate of the CBA Graduate School of Retail Bank Management at the University of Virginia in 2004.

Lovell Holloway, founder and CEO of Blue Origin Holdings, brings over 20 years of executive leadership experience across the food and beverage, and retail sectors, spanning both traditional and non-traditional environments such as restaurants, sports & entertainment, and travel industries. As General Manager of Vantage Group at Kansas City International Airport, he successfully led the award-winning commercial and logistics program for the new single terminal, which opened in 2023. Before joining Vantage, Lovell served as General Manager and Regional Vice President at Areas U.S.A., supporting a portfolio of 150+ restaurants and retail locations. His career also includes senior leadership roles in large-scale food and beverage operations at TIAA Bank Field and with leading franchises such as Culver's and Focus Brands.

Amy Hom brings over 25 years of impactful leadership in the restaurant industry and technology innovation space, Amy is currently the COO at Barcelona Wine Bar. Previously, Amy served as the Chief Operating Officer and Chief People Officer for Bluestone Lane, where she played a pivotal role in shaping operational strategies and fostering a culture of excellence. Before her tenure at Bluestone Lane, she held the position of Executive Vice President of North American Retail and Kitchens at REEF Technology, where she led transformative initiatives to convert static neighborhood spaces into dynamic community hubs, including building a food safety team, training department, and an operational excellence strategy. With a keen eye for operational efficiency and a passion for nurturing talent, Amy has contributed in key leadership positions at prominent restaurant brands. She served as the Vice President of Operations at sweetgreen, providing operational support to over 100 locations.

Christine Johnson serves as Chief Operating Officer for Le Duff America (LDA). LDA is a Dallas-based subsidiary of Groupe Le Duff, an international bakery conglomerate. Le Duff America operates multiple restaurant concepts in the U.S. and Canada, including la Madeleine French Bakery & Café, Brioche Dorée, and Au Pain Doré. Ms. Johnson is accountable for business leadership, project delivery, client relations and delivering profit contributions consistent with global business targets. Furthermore, she bears the responsibility for continuing to develop the operational capability and leadership team to support business growth for the restaurant brands. Under Ms. Johnson’s leadership, despite inflation and skyrocketing cost of goods and labor, la Madeleine delivered a record performance in 2022. Prior to this role, Ms. Johnson served as Chief Administrative Officer, providing oversight to the human resources and legal departments.

Kelli Johnson is the Marketing Manager at Furniture Mart USA, where she manages the marketing budget and media mix channels. In her role, Kelli is responsible for overseeing online reputation management and organic social channels across three divisions. Under her leadership, her team develops engaging content and innovative programs that not only attract new customers but also gather valuable consumer information for remarketing purposes, all while growing brand awareness. Kelli brings over a decade of experience in marketing and channel strategy from the health care and education fields. This diverse background has equipped her with a unique perspective and a versatile skill set, enabling her to drive impactful marketing initiatives at Furniture Mart USA.

As an award-winning architect and Managing Principal at MG2 in Irvine, CA, Meghana Joshi is passionate about affordable housing and financial institution retail projects. Not only is she adorned with prestigious awards, including SAGE Gold, PCBC Gold Nugget, SoCal, Argentum, and NAHB accolades, but her unwavering commitment to advancing Equity, Diversity, Inclusion, and Justice in architecture is evident throughout her work.

Stacey Kane has more than 25 years of experience working with multi-unit restaurant chains as a Head of Marketing and Marketing Consultant. She has worked with such brands as California Tortilla, Think Food Group, Subway and East Coast Wings. Known for her incredible creativity and obsession with data she was one of the pioneers of using social media in the restaurant space and has been named a Top 20 Movers and Shakers by Fast Casual Magazine five times. Her passion is leading emerging brands as they scale for growth. Currently, Stacey is a fractional CMO for several fast casual brands including Fresh Baguette, Garden Catering, HCK Hot Chicken, Mahana Fresh and Mamoun's Falafel. Kane is passionate about the industry. She has been a National Pro-Start Judge for 3 years and after serving as a consultant, she was asked to sit on the board of CORE:Children of Restaurant Employees in 2022. CORE’s mission is to provide short-term financial relief to food and beverage service employees with children when navigating a qualifying circumstance.

Sara Kear is a dedicated, high-energy marketing executive with 18 years of experience. Sara is passionate about customer experience, brand, developing people, and growing businesses. She serves as the Chief Marketing Officer at Condado Tacos. Condado Tacos provides an all-inclusive dining experience for its guests and its 2,000+ team members, with "Enough Yum for Everyone." The brand started in 2014 with its first location in Columbus, Ohio. Since its founding, the award-winning taco concept has grown to 50 restaurants in 10 states and was recently listed among the Fastest Growing Private Restaurant Companies by Inc. 5000.

Michelle Kile is a seasoned, forward-thinking, and strategic retail banking executive with nearly twenty years of experience working for national, super-regional, regional, mutually chartered financial institutions and credit unions. She has held a variety of positions including Vice President of Branch Services, Senior Vice President of Retail Banking, Senior Vice President Market Manager, Vice President Senior District Executive, Vice President Regional Sales Manager, and Vice President Regional Relationship Manager. In her current role as Vice President of Branch Services, Michelle oversees teams responsible for the branch network, branch operations, branch policies and procedures management, member resolution, member service excellence, branch training and development, branch reporting, branch strategy including branch optimization and expansion, and branch design. She brings a vast, firsthand knowledge of retail banking trends and is very passionate about ensuring a consistent, seamless employee and member experience.

A well-rounded business professional with extensive experience in the franchising industry, Chris King liked Monster Mini Golf so much he and several partners bought the company. Prior to becoming a part owner, president and CEO, Chris served as Chief Operating Officer of Monster Mini Golf Franchising, overseeing its expansion and with his wife, acquiring a couple of franchise units himself. When the opportunity arose in 2023 to acquire the franchisor, he and fellow franchisees purchased the rights. Now as President and CEO, Chris plans a massive expansion of the franchise, including recently opening his own third location in Charlotte, North Carolina.

Eric Knott is a restaurant executive with a proven track record built upon operational excellence, driving revenues with favorable returns, and a passion for developing best in class teams. Currently leading the fast casual brand Tiki Taco as Chief Executive Officer. Previously, Knott led the Premium QSR brand People Dedicated to Quality (PDQ) as the Chief Operating Officer, Eric has committed over a decade to driving strategic growth across the business. Understanding the importance of a holistic vision, Eric is directly responsible for producing results through a vast array of incentives. Innovation across Operations, Technology, Real Estate, and Marketing campaigns are a few examples of how Eric has created superior value to both the organizations.

Glenn Kurban is a lead Partner for US Data & Analytics (D&A) at the Financial Services consulting firm Capco. He is a senior business leader with 30 years of experience in data, technology and operational leadership across a full-spectrum of capability areas from Strategy through Enterprise Analytics and everything in-between. Prior to Capco, Glenn served as a Global Head of Data role for the world’s largest HR & Staffing organization. At Capco, Glenn is deeply entrenched in helping FSI clients benefit from enriched, protected and marketable data that serve to drive revenue and customer trust and engagement.

With over 30 years of industry experience, Jean-Pierre Lacroix has garnered a reputation as a visionary design thinker, strategist, author, and speaker. Through an unwavering focus on future-proofing brands, Jean-Pierre is driven to produce measurable results through strategic insights that help brands own the at-purchase moment. Since the opening of Shikatani Lacroix Design (SLD), Jean-Pierre has grown his company into one of the most respected multi-disciplinary strategic design agencies in the world. Along the way, he has served as a board member of numerous associations and councils, as well as authored four books: The Business of Graphic Design, Belonging Experiences, Desire by Design, Think: The Future of Retail Banking, and most recently, Think: Inspiring the Future of Retail.

Shawn Lalehzarian is the Co-Founder & Chief Executive Officer of The Red Chickz, a Nashville Hot Chicken restaurant located in Los Angeles, California. After immigrating to the United States from Iran, Lalehzarian found his first job working at a local restaurant in San Diego washing dishes. As he progressed through his career, he was promoted to higher-up positions and eventually landed a senior management role. In his senior management position, Shawn oversaw multi-unit /multi -brand F&B operations with more than $30 Million dollars in revenue and 400 employees. He also played a key role in opening over 50 different restaurants around the nation and Canada working with brands such as Starbucks, CPK, Chili’s, Wolfgang Puck, Pei-Wei, Pinkberry, Bombay Sapphire and Ruby’s Diner just to name a few. In 2018, Shawn founded The Red Chickz, an authentic Nashville Hot Chicken restaurant. In 2022, Lalehzarian launched the franchise program for the Nashville hot chicken brand. Shawn’s leadership and passion for the brand has made The Red Chickz a huge success. With over one million followers on Tik Tok and 218,000 on Instagram, his restaurant has a strong social media presence within the restaurant industry. Shawn was named as top 75 most influential restaurant CEOs in the country (NRN 2022).

John Lowe is Managing Director of Amok Consumer Growth Fund, focusing on early-stage consumer brands with investments between $500k and $5m. He co-founded the fund with Rachelle Lynch, a CPG sales expert, and Timmy McCarthy, a former Raising Cane’s franchisee. John was CEO of Jeni’s Splendid Ice Creams for 14 years, growing it from 4 to 90+ locations and establishing it as a leading premium ice cream brand. He remains a board member and supporter of Jeni’s and serves on several other boards, including White Castle and the Columbus Youth Foundation. John is a graduate of the University of Illinois, Ohio State University Moritz College of Law, and has completed executive programs at GE, the Human Performance Institute, and Harvard Business School.

Chris Manske is a seasoned professional with over two decades of experience in financial services, renowned for his expertise in business strategy and execution that drives substantial transformation aligned with evolving customer preferences. Currently serving as Director of Retail Network Management at U.S. Bank, Chris oversees the strategic vision for site selection, design, and customer experience across the Bank’s extensive North American retail real estate portfolio. Chris has played a pivotal role in U.S. Bank’s multi-year transformation initiative, leading the overhaul of over 2,200 retail branch assets across 26 states. This initiative, aimed at enhancing customer engagement and operational efficiency, handles hundreds of millions of customer transactions annually.

Declan McCormack, RDI, has more than 30 years of retail expertise, including branding, strategy, design, and implementation. Starting his career in London, he has managed projects internationally and worked with global brands. He is passionate about all things retail and serves as the primary client contact and team leader for BHDP’s Retail and Retail Banking groups. As a Retail Design Institute Chairperson of the Ohio Chapter, Declan shares his passion for the industry with other design professionals, retailers, and bankers.

Alicia Moore joined Visa 4 years ago after working at Wells Fargo for 32 years. Alicia leads the Visa ATM product team in North America focusing on client success and driving industry change with development of strategy and services for the ATM network. She partners with all stakeholders in the ATM ecosystem and takes a balanced approach to all ATM products and services. She has extensive knowledge and experience in retail banking having led Branch & ATM strategic transformation at Wells Fargo for over 20 years. She utilized human-centered design approach to deliver ATM experiences and transform teller and banker interactions with customers. She also led operational efficiency projects and managed the P&L for the ATM business.

Kelly Morse Nowicki is a Senior Administrator at Mayo Clinic who oversees Food and Nutrition Services, Innovation and Transformation, and Hospital Operations. Her food service portfolio of responsibility covers operations across Mayo Clinic’s national operations. The Mayo Clinic Food and Nutrition services offers corporate dining to 72,000 Mayo Clinic staff, patient dining of nearly 3 million trays a year, retail operations for over one million patients a year and their loved ones across 97 locations, catering infrastructure for over 500 thousand catering meals delivered to staff and visitors annually, hospitality opportunities for $6.5 Million retail sales annually, and senior living for nearly 500 residents and patients. Kelly’s true passion lies in furthering the organization’s mission to provide patient-centered, innovative, and highest-quality, most reliable operations and care. She strongly believes that food is medicine and an integral part of the healing process for patients, as well as a solution for preventing malnutrition and future food-caused hospital admissions.

Judy Mottl is an award-winning experienced senior editor, reporter, writer, and blogger who has worked for top media outlets, technology companies and publications including AOL, InformationWeek, CNET, Information Security Magazine, Investor’s Business Daily and InternetNews as well as corporate marketing divisions within IBM and HP. She’s written everything from breaking news on business and technology to in-depth articles on tech trends to profiles on top business leaders such as former Sprint CEO Dan Hesse. In addition to serving as the editor of Retail Customer Experience, Judy is also the editor of Rewards That Matter.

Felix P. Nater, CSC, an independent security management consultant and CEO of Nater Associates Ltd. is a nationally recognized highly skilled Workplace Violence Prevention Advisor & Consultant with over 30 years of federal law enforcement, and experience as a Workplace Violence Prevention Consultant and United States Postal Inspector. He is a certified security consultant as awarded by the International Association of Professional Security Consultants (IAPSC).

Daniel Parker has driven technology enhancements and efficiencies with a spirit for innovation as Technical Services Manager with over 20 years of experience. The experience has been in both the Retail and Travel and Leisure space including Theme Parks, Cruise Lines, Resorts, and destinations. He has successfully implemented AI in the Service and Operational environments reducing downtime, increasing efficiency, and creating a better customer experience. He has also, designed and implemented a full suite of Centralized Remote Monitoring and reporting tools to greatly reduce field issues and increase productivity.

Prakash Paudel currently serves as the Head of Transaction Banking Sales and Business at Global IME Bank. With an extensive 15 years career at banking sector, he has honed his expertise primarily in the domains of Digital Banking and Digital Payments. Additionally, he analyzes market trends, identifys customer needs, and collaborates with cross-functional teams to develop and implement innovative digital payment solutions to enhance the customer experience on digital payments and toward services of the Bank.

Young Pham has been providing strategic guidance to businesses for over 25 years. With a focus within financial services and lending, he’s led digital product organizations at Chase and also founded VC backed start-ups in mortgage lending and investing. At CI&T, Young is responsible for developing digital product and customer experience strategies for clients who need to navigate heavily regulated industries. His client experience spans a variety of brands including Wells Fargo, BlackRock, Invesco, TIAA, Chase, Bank of the West and Charles Schwab. He holds a BBA from Mays Business School at Texas A&M University.

Alex Preece is the Co-Founder and CEO of Tillo, a global gift card network and API designed to simplify engagement and drive growth for brands and buyers. Previously, Alex served in the British Army and started the UK's first daily deal business, which was later sold to Moneysupermarket.com, the world's largest comparison website. Tillo operates in 36 countries and across 16 currencies, and having processed over $3.7 billion in gift cards to date, Tillo is now a leading innovator in digital rewards and incentives globally.

Robin Robison brings more than 16 years of restaurant experience to her role as vice president of operations at Modern Market Eatery based in Denver, Colo. With past leadership roles at Red Robin, Bob Evans and Chili's, Robin's extensive experience has uniquely prepared her for creating and executing winning operations strategies across Modern Market Eatery's 30+ units. During her time with Brinker, Robin served as the project leader for the Leadership Principles for Women Task Force, which she formed to help create “best in class” women’s leadership and mentorship programs. This collaborative effort earned Robin the Women’s Foodservice Forum Leadership Award, which is given each year to a woman executive in the foodservice industry who shows exceptional leadership qualities within her company and the industry at large, and whose professional growth and achievements are recognized through career advancement. Robin believes in doing things the hard way such as building people, not restaurants and serving vibrant dishes passionately crafted from scratch.

Chris Roede’s practice includes regulatory and compliance review of new bank products and processes, acting as transaction counsel in closing both real estate secured and personal property secured loans, and working with lenders to resolve distressed credit assets. His focus for bank regulatory and compliance products is on new and emerging technologies, including advice regarding payment and credit card processing laws, multi-state licensing advice regarding money transmission licensing laws, BSA/AML compliance advice, and mobile technologies. Chris joined Poyner Spruill after clerking with the firm in the summer of 2006. The same year, he completed internships for the Virginia State Corporation Commission in Richmond, and for the Honorable Edward Thomas Brady of the Supreme Court of North Carolina.

Richard Rotondo is a Senior Management professional with proven success in traditional & digital financial services, security, & property management. Strategic & Operational start-up experience with B-to-B service companies with C-level client relationships. Successful consultant & trusted resource in developing business models & key FinTech partnerships. Demonstrated success in generating new revenue, improving efficiencies, and building & managing employee/client programs at national & regional levels. Experience in creating, building, launching, & successfully running the Digital Bank division of a small community bank, under a new brand & identity. Project lead encompassing all project development/management, from vision and concept strategy to platform build-out, technology implementation, testing, and overseeing daily CX operation. Developed key industry partnerships with leading edge technology/fintech providers & marketing/branding specialists to ensure a superior customer experience (CX).

John San Filippo is the publisher and co-founder of Finopotamus - Fintech News for Hungry CUs. Founded in 2020, Finopotamus is the only online technology publication dedicated exclusively to credit unions. John has more than 35 years of experience in financial technology as a corporate marketer, journalist and independent consultant.

Darren Spicer is the CEO & Co-Founder of Clutch Coffee Bar, a premium drive-thru beverage brand based in the Carolinas. A transformative leader, Darren helps companies grow in a way that positively impacts society and cultivates a sense of community. Under his leadership, Clutch has grown rapidly to multiple locations and established a fanatically loyal, recurring customer base through unparalleled customer experience, speed, quality, and investment in local communities and charities.

Vikas Srivastava’s understanding of banking centers is a unique, yet serendipitous journey. While obtaining a business degree, he took a part time job as a teller at a bank and over time, worked his way up to management. Eventually, he left to pursue a degree and career in design. Fast forward many years and positions later, he finds his way back to the branches, but this time designing the same (not quite!) spaces he had spent so much time in! He has learned best practices in both banking and design and has worked with top financial institutions and retailers to elevate their brand presence and customer experience. As Design Lead for Fifth Third, Vikas works with top Architectural, Design & Engineering firms to create spaces that can influence individuals and allow them to prosper.

Ben was one of the founding Directors of Avius 20 years ago back in the UK and relocated to Florida in 2015. He has a passion for all things feedback and surveys. From simple smiley face devices', you may have seen in airports around the world, to complex deep dive surveys, he has vast experience of understanding how to collect and then in turn utilise, people's viewpoints and opinions. Avius have won a number of awards over the years as they strive to push the boundaries of technology, to evolve the survey collection process. You will notice Ben around the ICX Summit as he prides himself on wearing a unique set of colourful sports jackets.

Thayer Sylvester co-founded Carve in 2003. As the Chief Executive Officer, she is focused on Carve becoming an iconic American lifestyle brand. Thayer’s operating motto is to make data-driven decisions across all functional areas. She has successfully grown the business into an omnichannel, nationally known swimwear and apparel brand. Prior to founding Carve, she served as a Managing Director for Alpine Investors, LLC, a mid-market private equity firm for whom she managed a portfolio of companies. There, she specialized in financial planning and analysis, implementing sales and operations processes and strategic plans. Thayer launched her career at The Gillette Company in its undergraduate management training program. Thayer grew up in the suburbs of Cleveland, Ohio, and holds a Bachelor of Arts from Trinity College in Hartford, Connecticut.

Alex Tallman is the Director of Retail Experience & Education at Fleet Feet, where he has dedicated over a decade to enhancing customer experiences. Starting as a part-time sales associate, Alex's hands-on approach in his early career has deeply influenced his strategies today. He excels in marrying in-store experience innovation with comprehensive training and education programs. Alex has been at the forefront of major change initiatives, including the implementation of Fleet Feet's scanning solution, fit id®, and subsequent enhancements to the use of the technology. Additionally, Alex has overseen the transition to a more sophisticated customer feedback tool that leverages AI and NLP to enhance service quality. Alex's passion and expertise support Fleet Feet in delivering unparalleled retail experiences and drive its mission to empower customers through social experiences and personalized solutions.

Jay Tchakarov, CEO of Allganize Inc., brings over 15 years of leadership experience in enterprise tech go-to-market and operations. Jay was a COO at Velostics and VP of Product and Marketing at HighRadius, helping transform them into industry leaders. Under his leadership, Allganize continues to lead the innovation in generative and RAG AI and Large Language Model (LLM) operations, supporting over 220 enterprises worldwide, including over 20 banks and financial institutions. Jay's expertise in optimizing businesses through AI provides him with a unique perspective on the high-impact potential of Generative AI in finance geared toward streamlining and enhancing business support processes and service delivery.

Graduate of the University of Colorado in Boulder, Billy is now the Third generation Owner of Kate’s Skating Rinks. Since 2000, Billy has run multiple locations in the Gastonia, Charlotte and Indian Trail area for his family, and now has complete ownership of the family business that started in 1961. He has become heavily involved in the Rollerskating Association International since 2003. Since then, he has held local and national board seats in the RSAI. He was the National Marketing Chair for over 10 years for the association, held the roll of Vice President, and is currently the President of the RSAI. Over the last 5 years he has worked with large corporations such as Disney, Jakks Toys, Kidz Bop, and Pepsi to name a few; in efforts to better his industry and his own personal business.

Les has over 25 years of experience in building and disrupting brands. With a Master’s in Marketing Management, he began his career at PepsiCo in sales and brand marketing, completing a thesis on the New Cola Wars and private labels. He then joined Cott Corporation, leading its expansion from a regional player to a global private label leader, growing revenues from $15M to over $1B. Transitioning to media, Les founded Peace Point Entertainment Group, creating content brands sold in 200+ countries. Currently, he is Co-Founder and President of PizzaForno, which is revolutionizing pizza with automated systems, and founder of YOUTH MediSpa Inc., an anti-aging clinic in Toronto.

Mike Trozzo currently serves as Head of Product for Tide Services. Mike is passionate about building guest experiences that make people feel valued and cared for. Mike has a longing curiosity and a unique career path. His array of experiences brings a fresh perspective to the world of innovation and development. After a degree in Finance, Mike worked in filmmaking at Disney, launched a boutique design agency, and became a partner in a college laundry startup. He led Product, Operations, and Marketing teams before the company was acquired by Tide Services in 2017.

Marsha C. Womack joined the Citizens Trust Bank family in May 2017 as Vice President of the Alabama Division of the Commercial Banking Team. Ms. Womack brings over twenty years of experience in managing sales, business development, retail banking leadership and commercial lending strategies to the CTB Team. Marsha was promoted to First Vice President, Director of Retail Banking for Citizens Trust in February of 2021. In this role, Marsha manages the planning, development, implementation, production and administration of all phases of Retail Banking, which include service, sales and the financial center network. A native of Mobile, AL, Ms. Womack received her Bachelor of Science from the University of Alabama at Birmingham.

Namrata Yadav heads Bank of America’s external community skill development strategy at Bank of America. In this role, Namrata is responsible for the enterprise strategy and initiatives focused on reskilling our external communities and partners. She also leads the strategy for the Academy’s enterprise initiatives for employees hired from communities and is responsible for creating an external Academy education platform. Previously, Namrata led the Diversity and Inclusion strategy for the bank. In that role, Namrata focused on creating a work environment and culture where all employees had the opportunity to achieve their full potential and contribute to the bank’s success. She also led the underrepresented talent strategy, the global executive development diversity programs, D&I learning and external partnerships for the bank. She worked closely with the Global D&I Council and Business D&I Council leaders to ensure integration and holistic execution of the company’s inclusion priorities.

With ~20 years of experience in customer-facing product, Huma’s expertise spans leading teams of Data Scientist, Analyst and Product Managers in omni-channel commerce, retail, and marketplaces companies such as eBay, Target, and Upwork. Currently, as Group Director of Product Management at Walmart, she leads Search, Browse and User Generated Content to accelerate multi-billion e-commerce business. Huma is passionate about crafting visions for customer-centric products powered by data, scaling these products, and championing diversity and inclusion.