Cairo Kenan Marsh is the Founder and Executive Partner of relativ*, a consultancy specializing in relationship-driven marketing strategies that fuel business growth and social impact. A Bronx native and longtime Tokyo resident, Cairo brings a global perspective to his work, blending creativity and cultural insight to craft meaningful brand experiences. Through relativ*, he partners with Fortune 500 companies and emerging challengers across the U.S. and Asia, helping them build deeper connections with their audiences. His expertise lies in designing innovative customer engagement strategies and using data to personalize journeys for long-term loyalty. Cairo is a passionate advocate for community wellness through marketing and believes brands thrive when they focus on serving people first. His leadership and vision have made relativ* a trusted name in modern customer experience design.

David Singer is the Global Vice President of Go-To-Market Strategy at Verint, with over 23 years of experience driving customer engagement solutions. A strategic leader, David excels at developing innovative messaging and value-driven differentiation for businesses. He has successfully led presales, solution consulting, and innovation initiatives, transforming product presentations into compelling business narratives. With expertise in SaaS, solution selling, and AI-driven automation, David holds multiple patents in authentication and fraud detection. He has a strong track record of coaching future leaders and fostering cross-functional collaboration. A frequent speaker at industry events, David has also been recognized with multiple President’s Club awards. His insights on aligning technology with customer-centric outcomes make him a thought leader in the evolving landscape of customer success and engagement.

Eleni has 20 years of experience working on customer facing teams. She began her career in sales and transitioned to Partner & Customer Success in 2009. Since then, she has held both individual contributor and leadership roles at Achievers, Black Duck Software, Callminer, and Fairmarkit, to name a few. She holds an MBA from Babson College.
 
Her most recent start-up experience is as Fractional VP of Customer Success at CoachEm. She is also a co-founder of Boston Founders Forum. This Think Tank was created over a year ago and aims to foster impactful collaborations by forging a united startup community in Boston through unique meetups. In this role she also serves as a consultant, advisor, and coach to SaaS startups.

With extensive B2B and B2C client-facing experience in Account Management, Customer Success, and Client Operations. Kith Hanks is a customer advocate and champions the Voice of the Customer. 

Keith challenges the status quo by identifying innovative solutions and leveraging emerging technologies to solve unique business challenges. Keith is adept at bridging the gap between a brand’s vision and technology implementation, ensuring seamless alignment to deliver measurable impact.

Keith has successfully managed a portfolio of over 75 accounts across 10 industries, including enterprise clients such as IBM, Lowe's, Macy's, Terminix, and TruGreen. He also brings valuable startup and digital agency experience, collaborating on go-to-market strategies, user education, and product enablement initiatives.

Outside of work, Keith is a chicken parm enthusiast, always seeking new takes on the dish and exploring culinary creativity.

Ken Sandy is an accomplished Executive Product Management Coach specializing in product strategy, leadership, and scaling innovative organizations. With extensive experience spanning consumer and enterprise technology, Ken has advised and coached leaders at high-profile companies like Yahoo, Datavant, and Mastercard. He serves as an Industry Fellow and Lecturer at UC Berkeley, pioneering courses in Product Management, Social Entrepreneurship, and Agile Applications. Ken's leadership roles include VP of Product at MasterClass and lynda.com, and Interim CPO at Grindr, where he significantly enhanced product offerings and user engagement. Author of "The Influential Product Manager," Ken is passionate about mentoring product teams and driving strategic transformations.

LinkedIn: https://www.linkedin.com/in/kensandy 

Website: https://influentialpm.com

Kevin is the Founder of MasteryCX and a seasoned customer success professional with a track record of leading global teams and driving transformative customer outcomes.  With over 20 years of experience in customer success and leadership, Kevin is passionate about the role of emotional intelligence in creating exceptional customer experiences. He’s helped organizations align team dynamics with customer needs, fostering stronger relationships and higher satisfaction rates. Today, Kevin will share insights on how emotional intelligence can shape customer success.

You can find Kevin on Linkedin here.

Marcelo Calbucci is an entrepreneur, innovator, and technologist. He’s been building software products for over thirty years, having sold his first software at age fourteen. He has worked at Microsoft (Exchange Server & Bing) and Amazon (People eXperience & Technology), leading software engineering, product, data science, and UX. He has founded six startups in Seattle and London and launched a dozen tech projects. He’s the inventor of eleven patents. Marcelo has been a community builder in Seattle, organizing dozens of meetups, events, and conferences, and he has written over one thousand blog posts and articles on his web-site and other tech publications. Outside of tech and startups, Marcelo loves to cook elaborate meals for friends, run marathons (eight and counting), and travel with his wife and kids.

Martin Vogel is an experienced Customer Success and Post-Sales Leader with over 20 years of expertise in business optimization, global team leadership, and customer retention. He has successfully led multi-million-dollar projects, secured $80M+ in contracts, and established 24/7 global support frameworks across 10+ countries. With a strong background in Lean Six Sigma, ITIL, and Scrum, Martin excels in strategic planning, change management, and relationship building. His leadership has driven operational efficiency, improved customer experiences, and scaled organizations globally. Currently, he is exploring new leadership opportunities while offering fractional advisory services. Passionate about bridging Customer Success and Support, Martin is shaping the future of post-sales leadership.

Mary Schmid is a renowned speaker, author, and executive mentor, specializing in building conversational intelligence for financial services professionals. Leveraging decades of experience as a healthcare executive and deep insights from neuroscience, Mary developed the Conversational Edge System, empowering leaders to foster trust and meaningful client relationships. Through her transformative programs, including her acclaimed book Make or Break Conversations, she equips professionals with strategies to navigate critical interactions confidently and authentically. Mary holds advanced certifications in conversational intelligence and coaching, complementing her MBA from the University of St. Thomas. Connect with Mary on LinkedIn at linkedin.com/in/maryschmid 
Download special content from Mary at http://www.maryschmid.com/csb

Matt LeMay is a seasoned product leader, consultant, and author who helps teams drive measurable business impact by simplifying processes, aligning goals, and eliminating busywork.  Matt has led product strategy and team development across startups and global enterprises—including work that led to acquisitions by Google and Intuit. He’s advised companies like Spotify and Hootsuite and was instrumental in boosting Mailchimp’s revenue by $50M. As the author of Impact First Product Teams, Product Management in Practice, and Agile for Everybody, Matt's frameworks are used by organizations worldwide to build high-impact, outcome-driven teams. He currently consults across the US, UK, and Europe as a trusted voice in the product community. Find him at mattlemay.com or on LinkedIn.

In my career I've been fortunate to launch and build premium entertainment brands whose products I am passionate about. As a seasoned business development and account management professional with extensive experience in the tech and media industry, I pride myself on being a versatile and dynamic leader, with a proven track record of delivering results.

Enterprise sales leader skilled at sourcing and qualifying prospects, managing and closing deals. Expertise in selling complex technical messaging solutions to advance the missions of non-profits; social impact organizations; health, educational and political campaigns; government entities; and corporations.

Messaging technology innovator who creates platforms and content to promote state-of-the-art messaging applications including: @Mssg to help non-profits launch Facebook Messenger campaigns; the Chat Bubble podcast; @Mssg case studies and opt-in newsletters at http://atmssg.com; and http://f.atmssg.com for creating deep links into text message marketing campaigns. 

Frequent speaker on messaging campaigns at conferences such as Public Interest Network, Netroots Nation, Stanford Mobile Health Summit, Nonprofit Tech Conference (NTEN), The Resource Alliance’s Fundraising Online and Internet Week.

Shep Hyken is a renowned customer service and experience expert, NYT and WSJ bestselling author, and Hall of Fame keynote speaker. As Chief Amazement Officer at Shepard Presentations since 1983, Shep has worked with global brands like FedEx, Anheuser-Busch, and Comcast to build loyalty through exceptional service. He’s authored eight bestselling books including The Cult of the Customer and The Convenience Revolution, and created The Customer Focus™ training program. A past president of the National Speakers Association and host of the Amazing Business Radio podcast, Shep is a trusted voice in customer experience strategy. With hundreds of speaking engagements across industries worldwide, Shep blends practical insights with engaging storytelling to help companies amaze customers and drive loyalty. His mission: to create unforgettable service experiences for both customers and employees.

Terinee Pooler is a dynamic technology leader, expert in data management, analytics, and strategic communications. With experience at top firms like Datadog, New Relic, and PatientPop, she excels in driving business growth, managing enterprise accounts, and expanding revenue pipelines. Terinee is Currently pursuing a Master’s in IT Management at Georgetown University, Terinee blends technical expertise with business strategy to shape the future of innovation and equity.