Sarah Metcalfe

Happy Coffee Consulting

CHO

Sarah Metcalfe is the CHO of Happy Coffee Consulting. She founded Happy Coffee Consulting after 9 years building award winning customer service and  customer experience. Sarah has spent the last 10 years researching and training in Happiness at Work and recently became a Certified Chief Happiness Officer providing Happiness at Work consulting after training in Denmark with Alex Kjerulf and Woohoo Inc.

In 2019 Sarah co-founded the first Global Summit for Happiness at Work. In the two years it has been running we have had over 2000  participants from 62 countries and more than 60 leading expert speakers from around the world. 

In July 2020 she became co-leader of Woohoo Unlimited, a group of over 100 happiness at work experts, from thirty one countries. Our partnership has helped to train over 100,000 people worldwide on being happier at work and provided training and keynotes to companies like Accenture, KPMG, LEGO, Shell, Microsoft, Nespresso and many others.

Happy Coffee worked with companies like WDHB, L’Oreal, FUTR, Abcam Life Sciences, Teleperformance, Sabio, DoctoLib and Woohoo Inc. and provided international keynotes and workshops in Canada, U.K., Denmark, France, Ireland, Spain, Belgium, Poland and NL.
 

Archana Ramachandran

American Airlines

Product Leader, Manage & Change Reservation, Digital Customer Experience

Archana has 19 years’ experience in the technology industry, prior to joining American she has worked in the e-Governance, Education and Healthcare domains and has a background in Engineering  
At American, her key contributions are :
-integration of legacy US Airways and American Airlines international sites 
-driving customer experience for American Airlines International websites
-creating relevant post-booking customer experience during the pandemic
Archana’s leadership strengths include developing strong strategic relationships and deep knowledge of International portfolio, Digital Customer service and post-booking, and pre-day of travel from both a technology and business perspective. She is passionate about digital transformation, creating a culture of trust, with a Customer-first strategy, and tapping technology in new ways that will delight customers!
Archana is constantly on the lookout for innovative ideas, always open for a good chat, you can connect with her on Linkedin!
 

Eric Martin

Twitter

Senior Manager, Data Partnerships

Eric is Head of Twitter's Brand Development team where he helps organizations apply Twitter data to make more informed and confident business decisions. He regularly speaks at partner and industry invents about the valuable insights that can be found by leveraging what is seen as the “World’s Largest Focus Group”, while evangelizing Twitter data thought leadership initiatives. Prior to his current role on Twitter’s Data and Enterprise Solutions team, he held senior sales and business development roles at renowned research companies eMarketer and Decision Resources Group.

Alex Genov

ZAPPOS. COM

Head of Customer Research

Alex is an experienced customer research professional who applies his Experimental Social Psychology background and his passion for research, design, and innovation to solving important customer and business problems. His professional goal is to help teams create remarkable products and services which make people's lives easier and more enjoyable.

Currently Alex is leading Customer Research for the Zappos Family of Companies.  In previous positions, he was responsible for research and usability of the products and services for companies like TurboTax (Intuit), State Farm Insurance, and the Active Network.   He has over 20 years of relevant experience – 5 years of academic research and over 15 years of customer research in the software industry.  Alex received his PhD in Experimental Social Psychology from Clark University.   His areas of research include: defining and measuring emotions, individual differences, usability, and consumer segmentation.
 

Camelia D. Hayman

MEDELA CANADA INC.

Director of Customer Service Excellence

Camelia Hayman is an accomplished, energetic and passionate leader with over 20 years’ experience in the Pharma/Medical Device and Manufacturing industries, specializing in Operational Management and Customer Service/Experience.  She is dedicated to quality, service, success of her organization, her team and above all – her customer.  As a proven leader with a collaborative approach, strong problem solving and critical thinking skills, Camelia places the customer experience first by engaging and coaching her direct reports to be the best representatives they can, with a high emphasis on the human touch. As a devoted mother of 3 to soon to be teenage daughters, Camelia is committed to learning as much from the future leaders of tomorrow, as she is about sharing her own experience to bring care, kindness and humanity back to the service experience.

Jennifer Borchardt

Slalom

Senior Principal of Experience Design

Jennifer has over 25 years’ experience as a UX designer, strategist, and leader. She’s held roles as Vice President of user experience and strategy for U.S. Bank and Wells Fargo where she led UX teams, digital transformation ,and delivery for banking, brokerage, & wealth management. Prior to these roles, she was a design principal for E*TRADE international where she worked in-country managing design & technology teams in Australia, Europe, Asia, and South Africa. Jennifer is currently Senior Principal of Experience Design at Slalom, a consulting firm focused on strategy, technology, and business transformation.

Sevda Fevzi

Modalis Infrastructure Partners

Associate – Airport Customer Experience and Business Development

Sevda Fevzi, a highly motivated and recognized professional with over 13 years of extensive experience in the global airport industry, has worked with a broad array of airport operators from 80+ countries.
Over the years, Sevda has an extraordinary in-depth understanding of airport operator’s evolving needs when it comes to achieving successful levels of customer experience accomplishments
Qualified as an ACI / ICAO AMPAP Associate and an ACI designated Airport Customer Experience Specialist, Sevda has also had exposure to the fields of airport business operations and COVID-19 Business restart for airport experience management that enable a much deeper understanding from the perspective of the airport client.