Keynote Speakers

Alec Baldwin

Television and film star Alec Baldwin will be the closing Keynote Speaker on Wednesday, May 10 at Interactions 2017.
Baldwin is celebrated as one of the most recognizable comedic talents in Hollywood, and is also regarded worldwide for his keen intellect, insight and wit.
His personal passion range across the cultural spectrum, well outside the narrow lanes of the entertainment industry and is also a dedicated supporter of numerous causes related to the arts.

Baldwin’s successful career has spanned over many years and he has appeared in over forty films, including Beetle Juice, Miami Blues, The Hunt for Red October, Glengarry Glen Ross, Malice, The Juror, The Edge, The Aviator and The Departed. He earned an Oscar nomination for his role in romantic drama The Cooler. On television, Baldwin starred alongside Tina Fey on NBC’s 30 Rock, winner of multiple Emmy Awards for Outstanding Comedy Series. Baldwin received eight SAG Awards, three Golden Globes, the Television Critics Award and two Emmy Awards as “Best Actor in a Comedy Series.” Baldwin earned a Tony nomination for his role in the 1992 Broadway production of A Street Car Named Desire.

Michael Baublit, Optum

Hear Keynote Speaker, Michael Baublit, Vice President Customer Experience, Optum at Interactions 2017
Michael is responsible for building and leading key customer experience capabilities at Optum, a health services and innovation company, part of UnitedHealth Group, and will be speaking about how his organization is re-inventing how it connects to its customers by ensuring "one" consistent and exceptional experience.

Mr. Baublit is accountable for successfully delivering this impressive customer program for Optum by leveraging solutions such as Real-time Voice of the Customer, Process Design, and Multi-Channel Experiences. Critical components of these efforts include NICE’s Interaction Analytics, Workforce Management, NICE Performance Management and Voice of the Customer solutions.

Laura Cullen

Hear About Comcast’s Mission to Reinvent the Customer Experience.
Laura Cullen, Vice President of Operational Reporting and Analytics for Comcast Cable’s Northeast Division, is known for her ability to tell an effective and insightful story by combining data and analytical prowess with an unbridled passion for creating an exceptional experience for customers and employees alike.

At Interactions 2017, Laura will share how Comcast is working to reinvent the customer experience by driving an increased participation rate and employee engagement, in large part by leveraging NICE solutions.

In her current role, Laura Cullen oversees operations reporting for the Customer Care and Technical Operations organizations, as well as Customer Experience tools and analytics. She’ll discuss how, through a culture of coaching, her team has effectively created an “easy button” for both leaders and frontline employees to correlate metric data and employee behaviors resulting in an atmosphere of transparency and accountability across all levels of the organization.

Geeta Wilson

Accelerating the Curve:
Humana Shares Their Quest to Improve the Customer Experience.
At Interactions 2017 you’ll meet Geeta Wilson, Vice President, Consumer Experience – Enterprise Transformation Humana Inc. Geeta is a highly innovative and transformational Customer Experience and Operational Excellence leader with extensive domestic and international experience in start-ups and Fortune 500 companies.

A visionary with a dynamic, results-oriented approach to success, Geeta has adopted a "scrappy not crappy" philosophy of accelerating improvement processes. She is the founder of Humana’s FastStart Consumer Experience lab and has built an associate-empowered environment supported by trust-centered leadership with the overarching goal of making it easier for consumers to do business with Humana.

At Interactions, you’ll hear how Humana’s FastStart team has brought their disruptive CX approach to 5,000+ associates and 1,000+ leaders using methods from Lean Start-up, Agile/Scrum, Design Thinking, and Lean Six Sigma to expedite speed-to-market across all lines of business.

Martijn Zuiderbaan

Join us at Interactions to hear, Martijn Zuiderbaan, Global Solution Owner at IKEA.
At Interactions 2017, Martijn Zuiderbaan will share IKEA’s journey of how they are “Getting it Right the First Time”. In his role as Global Solution Owner, Martijn has end-to-end accountability for Real-time Solutions within IKEA and is responsible for driving the global roll-out while establishing a Centre of Excellence and governance.

John Zurn

Hear how Carlson Rezidor Hotel Group is Transforming the Value of the Contact Center.
John Zurn, Senior Director of Reservations and Customer Care of Carlson Rezidor Hotel Group will share how Carlson Rezidor Hotel Group is Transforming the Value of the Contact Center; placing the guest experience as the reason for the journey. As a Senior Director in Reservations and Customer Care, John is responsible for defining and executing the strategy to drive voice revenue generation and the positive guest experience across the live channels of phone, emails and social media in the US and EMEA hotel properties.