Get to know the speakers and facilitators
Meet the panelists
Beyond NPS: The Future of Listening to Customers
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Alex specializes in Digital Customer Experience insights and strategy in the retail sector, currently leading key initiatives across digital, ship-to-home, order pickup, marketplace, and returns at Macy’s. With prior experience at Target, Dick’s Sporting Goods, and rue21, she brings deep CX expertise and a proven ability to translate customer needs into measurable business outcomes. Known for her collaborative style, Alex builds strong partnerships to eliminate CX blockers and align experience improvements with operational and financial KPIs.
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Patrícia Osorio is a serial entrepreneur and investor passionate about building customer-centric companies. She is the co-founder and Chief Customer Officer of Birdie.ai, a CX Intelligence Platform that uses AI to connect feedback, behavior, and identity to surface patterns, identify friction points, transforming insights into measurable improvements across Product, Operations, and CX.
Beyond Birdie, Patrícia is a co-founder and board member of GVAngels, one of Brazil’s most active angel investment groups, supporting the next generation of tech startups.
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Jeannie Walters, CCXP, CSP, is an award-winning customer experience expert, international keynote speaker, and Founder of Experience Investigators, a firm helping companies increase sales and customer retention through elevated customer experiences.
Jeannie is a charter member of the Customer Experience Professionals Association, having worked with numerous Fortune 500 companies, including Orangetheory Fitness, SAP, Comcast, and JPMorgan Chase; an educator whose LinkedIn Learning courses have served more than 500,000 learners; a Certified Speaking Professional, and leads an online community via the CXI Membership program.
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Faithe Toomy is a seasoned leader with a passion for amplifying the customer voice to drive strategic transformation. As Director of Voice of the Customer and Insights, she leads initiatives that translate customer feedback into actionable intelligence, shaping experiences that matter. Her career spans managing large-scale contact centers and leading quality assurance teams, where she built integrated programs that elevate both customer and agent voices.
With a background in customer advocacy, data storytelling, and cross-functional collaboration, Faithe empowers organizations to make informed, empathetic decisions. Her work bridges the gap between customer needs and business outcomes, fostering cultures of continuous improvement and innovation.
Beyond the Hype of AI and Automation: Building a More Human-Centred Future for Business
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Jennie Lewis is a highly accomplished customer insights and digital marketing strategist recognized for transforming complex data into clear business impact.
At Airship, she leads essential initiatives focused on quantifying the Return on Investment (ROI) of mobile engagement strategies. Her work empowers brands to connect customer behavior directly to revenue. Jennie has developed industry-leading frameworks, notably the Mobile Lifecycle Measurement Framework, and has authored studies regarding mobile strategy that guide marketers toward achieving personalization at scale.
Her expertise is broad, encompassing B2B2C research, cross-functional collaboration, and data-driven storytelling designed to drive Go-to-Market (GTM) strategy and deliver measurable results. Beyond her strategic achievements, Jennie is described as a proven leader and mentor who is passionate about growing teams and fostering innovation. She is certified in Data Storytelling, Value Selling, and Generative AI for Marketing, allowing her to effectively bridge analytics and strategy to create measurable impact for organizations.
Outside of her professional leadership, Jennie is a proud mom and fur mom, and she volunteers her time on projects committed to environmental sustainability.
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Jill Donahue brings a diverse and insightful background to her current role leading the Professional Services organization at CallMiner. Her focus is on ensuring customers successfully unlock the full value of conversational intelligence. In this capacity, all business analysts utilized by customers roll up to her. She describes the team as a really talented group of people and enjoys the work immensely.Jill’s career path was notably circuitous before joining the company, encompassing unique roles in fields such as telecom, mortgage-backed securities, finance recruiting, process consulting, and operational audit. This early, varied experience required her to focus keenly on core skills rather than specific job titles.
Approximately six or seven years ago, Jill found her passion in the world of Customer Experience (CX) consulting. She loves the CX industry because she finds it fun and believes it touches everyone, given that everyone is a customer of something. It was during these consulting projects that she became aware of conversational intelligence platforms and tools like CallMiner. Jill initially joined CallMiner leading the BPO team, leveraging her prior BPO consulting background.
Beyond the Journey Map: Reframing Customer Experience Through Journey Management and Service Design
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Empathy fuels loyalty. For more than two decades, this belief has guided my career in Customer Experience. As an award-winning Certified Customer Experience Professional (CCXP), I have focused my work on turning Voice of the Customer insights into impact across many diverse highly regulated industries, including healthcare, pharmaceuticals, SaaS, financial services, and agriculture. I specialize in journey mapping, service design, and embedding CX into organizational strategy to activate customer-centric cultures and drive measurable business outcomes. My passion lies in creating authentic connections that inspire trust, spark innovation, and build lasting loyalty.
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Diane Magers is Co-Founder & CXO of AmplifyXM and former CEO/Chair Emeritus of CXPA. With 25+ years driving l results through Experience Management, she helps organisations turn customer and employee experience into financial growth, retention, and efficiency. Diane helps organisations build Experience Operating Systems, Centres of Excellence, Design Communities, organisational capabilities, and ROI models that connect strategy to execution. A sought-after advisor, author, speaker, and educator, she blends governance, data, and change leadership with an MBA and MS in psychology to cultivate organisational growth.
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Sarah Caminiti is a strategic CX leader, retention expert, and host of The Career Strategist podcast. As Manager of Customer Support at Tailscale, she builds scalable, people-first systems that drive loyalty and growth. Known for challenging industry norms and mentoring the next generation of CX leaders, Sarah combines operational clarity with human insight—transforming how teams are built, voices are heard, and careers are defined.
Meet the hosts & facilitators
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Clare Muscutt is an internationally acclaimed Customer Experience leader, entrepreneur, podcast host, and inspiring keynote speaker, recognised for her work transforming the CX landscape.With over two decades of experience leading CX within FTSE 100 companies, Clare leveraged her expertise in CX design to found Women in CX (WiCX)—the world’s first online community dedicated to empowering women in customer experience and technology—during the height of the pandemic. Since then, WiCX has rapidly grown into a powerful global movement of over 10,000 women and allies. The community now offers networked consultancy services to major businesses and the brand delivers impactful events, conferences, and strategic media services in partnership with some of the world's leading technology firms, research companies, and BPOs. Passionate about amplifying female voices, driving innovation, and championing diversity, equity, and inclusion across the industry, Clare has been recognised by her peers with nominations for prestigious industry awards, including winning Global CX Professional of the Year, and, is ranked as one of the CXN Top 50 CX Leaders 2025.
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Freya is a collaborative Agile Coach/Scrum Master with extensive experience guiding technology teams in complex environments across sectors like FMCG, Oil & Gas, and Media & Entertainment. As an Agile enthusiast, she is goal-oriented and dedicated to supporting and growing teams and organisations to deliver human-centered outcomes. Freya is recognised for her talent in connecting people to creatively solve problems and drive progress. Fun facts: she is a classically trained actor and Zumba instructor.
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Diane Magers is Co-Founder & CXO of AmplifyXM and former CEO/Chair Emeritus of CXPA. With 25+ years driving l results through Experience Management, she helps organisations turn customer and employee experience into financial growth, retention, and efficiency. Diane helps organisations build Experience Operating Systems, Centres of Excellence, Design Communities, organisational capabilities, and ROI models that connect strategy to execution. A sought-after advisor, author, speaker, and educator, she blends governance, data, and change leadership with an MBA and MS in psychology to cultivate organisational growth.
CX Strategist
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Andrea is a seasoned executive with decades of experience across the private and public sectors, specializing in customer experience, strategic communication and service design to drive stakeholder value, manage change and improve customer satisfaction. She has spent more than 15 years in the private sector, focusing on understanding, tracking and solving problems for customers throughout their lifecycle with an organisation. Andrea’s expertise lies in embedding CX principles as a crucial element of successfully doing business.
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Sarah Caminiti is a Career Strategist and CX leader known for transforming support teams into strategic growth engines. With over a decade of experience leading global customer experience functions, she specializes in building values-driven cultures where loyalty, clarity, and accountability fuel performance. In 2025, she was honored to be nominated for both Leader of the Year and The Culture Award at Women in CX, recognizing her work in redefining what people-first leadership looks like in high-growth environments.
Sarah is the creator of the RVA Framework, a career and leadership Blueprint used by high-potential professionals to align their values with strategic action. She is also the host of CX Roundtable and upcoming The Career Strategist, two shows that explore the intersection of leadership, ownership, and power dynamics in modern work. Passionate about shifting how organizations think about customer and employee loyalty, Sarah brings a bold, deeply human perspective to every stage she steps on. She is currently scaling support at Tailscale, a unicorn startup and lives in Maine with her husband and two sons.
CX Executive Advisor
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Lorraine Schumacher is a customer experience evangelist, helping organisations improve business results by enabling CX transformation. Simply put, she is passionate about customer experience best practices and helping companies master them. She loves to speak about these topics in almost any forum.
Some of Lorraine’s specialties include: critical and practical thinking, customer experience management, voice of the customer programs, customer experience strategy, process redesign, customer-centric culture, leadership, brand experience, public speaking, VOC insights, and analysis.
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Anne is a seasoned professional in the field of employee development and training, bringing over a decade of experience to her role. With a robust educational background including a Masters in Organizational Management, Anne combines academic expertise with practical knowledge to drive impactful learning initiatives within organizations. Most recently, she was awarded the Impact Award at CallMiner for her work. Anne's expertise lies in the implementation of blended learning delivery methods leading to significant improvements in employee experience, retention, promotion rates, and overall employee engagement levels.
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Shannon Brown-Hess is a Strategic Account Executive at CallMiner, where she partners with leading organizations in the BPO vertical to drive sales growth and revenue expansion through innovative conversation intelligence and CX automation solutions. She is recognized for her proven track record in cultivating long-term client relationships and for her ability to align cutting-edge technology with critical business objectives.
Shannon specializes in helping BPOs unlock essential insights from customer interactions, empowering them to improve performance, enhance customer experience, and achieve operational excellence. By combining data-driven insights with automation, she enables organizations to streamline workflows, reduce costs, and deliver consistent customer outcomes at scale.
Described as a trusted advisor and growth leader, Shannon brings passion, energy, and a results-driven approach to every engagement. She frequently shares her perspective on how organizations can leverage conversation intelligence and CX automation to accelerate growth, improve retention, and create a sustainable competitive advantage. Shannon is also a member of Women in CX, reflecting her passion for delivering value, building relationships, and driving growth across all industries.
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Tiahna McDowell is a highly accomplished and customer-focused leader with a proven track record in enhancing customer experiences, driving organizational change, and delivering exceptional business outcomes.
She is adept at leading cross-functional teams and implementing customer-centric programs specifically designed to elevate satisfaction levels and boost retention rates. Tiahna brings strong skills in Change Management, Program Management, and Team Leadership, characterized by a hands-on and results-based leadership aptitude.
Tiahna’s expertise lies in developing and executing Strategy, establishing robust Customer-centric Processes, and effective Customer Relations Management. She is committed to fostering a culture of continuous improvement and utilizes her proficiency in Strategic Decision-making and Project Management to guide successful organizational transformations.
Tiahna is passionate about driving customer-centric initiatives, leading comprehensive organizational transformations, and fostering a culture of continuous improvement to deliver unparalleled customer experiences and drive business success. She has technological proficiency across multiple enterprise platforms, including SFDC, Gainsight, and Atlassian (Jira and Confluence).
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Sheila March is a Certified Customer Experience Professional (CCXP) with extensive experience in experience management. She is dedicated to helping healthcare organizations stand out in an increasingly competitive and resource-tight environment where experience is becoming the most powerful differentiator. With roots in marketing and talent acquisition, she has always been passionate about the human experience, making patient experience the perfect application for her skills and heart.
Sheila specializes in transforming healthcare delivery by enhancing patient, consumer, and employee experiences. Her effective approach blends data-driven insights with empathetic leadership to drive satisfaction, loyalty, and operational excellence.
In her current role at Walker Information, Sheila leads the talented Healthcare Delivery Team. She partners with clients to close the gap between consumer and patient expectations and the realities of care delivery, thereby creating measurable improvements in care outcomes, brand reputation, and patient loyalty. Sheila is also committed to fostering cultures where teams feel valued and empowered, recognizing that engaged employees are the foundation of exceptional consumer, patient, member, and provider experiences.