Why 4th Global ContactForum?

  • Because only at the 4th Global Contact Forum can you discover integrated approaches to customer engagement, with the USA, Canada, Latin America, Asia Pacific and Europe.  It’s all about People, Solutions and Engagement.  Solutions like hiring the right people, deploying mobile technologies, tablets, CRM, self-service, digital signage … and so much more! 
  • Your customers consume everywhere, all the time. They engage with each other and their favorite brands in new ways every day. Your customers value peer-to-peer recommendations and reviews. Your customers are your newest brand advocates. Ensuring their experience is top-notch and critical to engaging these on-the-go, connected consumers.
  • GCF is the only face-to-face event that is focused on leveraging the integration of emerging media across multiple channels to activate customer engagement. Only at GCF will you get a first-hand look at emerging technologies, access to case studies and experience from brands, agencies and other thought-leaders across the industry.
  • So get ready, roll up your sleeves and experience the newest technologies and innovative thinking behind some of today's multi-channel campaigns and experiences.

New Speakers


María Eugenia García

CEO, IMT/ContactForum


Morgan Johnston

Manager Corporate Communications and Social Media Strategist, JET BLUE AIRWAYS


James Sullivan

311 CALL CENTER ADVOCATE


Frank Eliason

Director of Global Social Media, CITIBANK


Carol Borghesi

Founder and Principal, CUSTOMERS FIRST CULTURE, Canada


Mike Havard

Founder & President, EMBER SERVICES, UK


Rodolfo Salazar

Founder & President, IDEAWORKS, El Salvador


Keith Fiveson

Founder & CEO, ITESA, U.S.A.


Luis Wertman

President of the Public Security and Justice Procurement Citizen Council, Mexico City


Catriona Wallace

CEO, FIFTH QUADRANT, Australia


Rosa María Arrambide

Contact Center Customer Service Manager, Grupo Financiero BANORTE


Oscar Giraldo

Founder & CEO, ARCARIS, Colombia


Alvaro Marquez

General Manager & Partner, TOPFACTORY, Colombia


JUAN PABLO TRICARICO

Business Partner & Vicepresident, CLIENTING GROUP, Argentina


VILNOR GRUBE

President, CLIENTESA, Brazil


VALERIA PEREZ

Country Manager, MITROL, Mexico


Carlos Siu

Director of Customer Care, SKY, Mexico


Esteban Arce

Contact Center Director, RCI, Mexico


Martha Cepeda

Strategic Alliances Director, AURONIX, Mexico


Edner Granados

Impact Speaker


Steve Williams

Senior Director, Desktop and Process Analytics Practice, VERINT


Luis Caraveo

Geographic Applications Sales Director, TELNORM, Mexico


John Quaglietta

Leader for the America’s Contact Center & Customer Experience Solutions, AVAYA


Alejandro Bourg

Latam Vice President, ASPECT


Raciel Sosa

Senior Vicepresident of Trainning in Latinamerica, GREAT PLACE TO WORK


José Nuñez

Senior Architect of Business Solutions, MICROSOFT


Ethan Francis

Director of Global Mobility, GENESYS


Heriberto Lechuga

Solutions Engineering Manager, GENESYS


Richard Shapiro

Founder & President, THE CENTER FOR CLIENT RETENTION, USA.


Rodrigo Echeverría

Regional Sales Director, NICE


Eduardo Jurado

Manager, SPEECHVILLAGE, Latam