President & CEO, CCNG

After 10 years’ experience earned in sales, management, and marketing, David started CCNG in 1991 as he recognized the limited resources available for genuine education amongst contact center employees and management.

David’s mission to provide a for the people, by the people community where member-driven agendas guide events and conversations has held strong throughout CCNG’s development thus far. Peer learning and knowledge exchange have remained crucial to a successful industry -- especially as call centers evolve into contact centers and the need for information explodes. Through three decades of this evolution, David has guided CCNG and its members through different modalities of facilitation and communication.

When he’s not discovering new ways to foster the trusting communication of knowledge amongst contact center peers, David can most likely be found spending time with family and traveling with his wife.

Customer Service Author and Keynote Speaker

eff helps get employees obsessed with customer service. He is a best selling author who has written three customer service books, including The Service Culture Handbook: A Step-by-Step Guide to Getting Your Employees Obsessed with Customer Service. Thousands of customer service professionals from around the world subscribe to Jeff's Customer Service Tip of the Week email. More than 140,000 people on six continents have taken his video-based training courses on LinkedIn Learning. Jeff's training videos include Customer Service Foundations and Leading a Customer-Centric Culture.

Contact Center Consultant

Laura Sikorski is a recognized expert in Call/Contact Centers, Project/Program Management and Business Operations. She has worked with hospitals, utilities, automobile manufacturers and numerous other industries across the nation. The Call/Contact Center policies, procedures, technology improvements, training programs and implementation plans developed by Laura have improved operational excellence. They have enabled staff to proactively anticipate customer needs to resolve all issues through consistency and product knowledge and ensure employees are consistently meeting and/or exceeding customer expectations and satisfaction.

Chief Customer Officer of ClearAction Continuum

Lynn Hunsaker is Chief Customer Officer of ClearAction Continuum where she co-founded its flagship ClearAction Value Exchange as a 24x7 mentor for marketing and CX roles to bridge silos. Lynn’s roles at Applied Materials (semiconductor equipment manufacturer) included Director of Marketing & Business Development, Director of Marketing Communications, Head of Global Quality, Customer Satisfaction Improvement Manager, and Voice of the Customer Manager. After receiving her MBA from Vanderbilt University, Lynn’s role as Strategic Information Manager in Sonoco Products’ strategic planning department led to her renown as a customer experience (CX) expert. She serves on the Board of Directors for CXPA and is a top author on CustomerThink.com where she is one of five Hall of Fame award recipients.

Customer Experience Designer

Myra is a favorite training partner to Fortune 500 companies with her customized, engaging, behavior-changing (and fun) customer service workshops, working with McDonald’s, Coca-Cola, Frito-Lay, Michelin, Vera Bradley and other brands. Before becoming the go-to trainer for the world’s biggest brands, Myra was the Global Head of Consumer Affairs for Thrifty Rent-a-Car System, and she was named one of the top 100 Rising Stars by Travel Agent Magazine for her landmark work in leading her team to restore customer confidence after service failures. Myra has a master’s degree in human relations and a bachelor’s degree in psychology, helping her to understand the challenges of developing the best customer experience as it relates to the psychology of the employees.