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2017 Customer Experience Conference

Hitting the Mark...Every Time

March 29, 2017 – March 31, 2017
Red Rock Casino Resort & Spa – Las Vegas, Nevada

  • Dr. Shirley Davis, C.S.P, SPHR

    President, SDS Global Enterprises, Inc.


    Affectionately known as The Success Doctor™, Davis is an accomplished corporate executive, global workforce and talent management expert, and executive coach. She is President of SDS Global Enterprises, Inc, a strategic development solutions firm that provides strategies and best practices for how to work, lead, and succeed in a global, virtual, diverse, and hyper-connected world. She has worked in 12 countries as a consultant, speaker, and facilitator.

    She has over 25 years of business and human resources experience and has worked at several Fortune 50 and 100 companies in various senior and executive leadership roles. More recently, she was Vice President of Global Diversity & Inclusion and Workplace Strategies at the worlds largest HR association (SHRM). She has a Bachelor's degree in Pre-Law, a Master's degree in Human Resource Management, and a Ph.D. in Business Management with a specialization in Leadership.

    She has been featured and quoted on NBC's The Today Show, NPR, in the Wall Street Journal, Essence Magazine, Black Enterprise Magazine, The Washington Post, HR Magazine, and CNN.com and has been honored with numerous awards. She's the author of Reinvent Yourself: Strategies for Achieving Success in Every Area of Your Life.

    Dr. Davis is a former Miss District of Columbia, Mrs. Oklahoma, Ms. Virginia, and in 2000 won the national title of Ms. American United States. She is on the board of the National Speaker's Association--DC Chapter.

  • Joseph Michelli, Ph.D., C.S.P.

    Internationally sought-after speaker, author, and organizational consultant


    Michelli is an internationally sought-after speaker, author, and organizational consultant who transfers his knowledge of exceptional business practices in ways that develop joyful and productive workplaces with a focus on the total customer experience. His insights encourage leaders and frontline workers to grow and invest passionately in all aspects of their lives.

    Dr. Michelli is a Wall Street Journal, USA Today, Publishers Weekly, Nielson Bookscan and New York Times #1 bestselling author. His latest book is Driven to Delight: Delivering World-Class Customer Experience the Mercedes-Benz Way.

    Joseph’s other titles include Leading The Starbucks Way: 5 Principles for Connecting with Your Customer, Your Products, and Your People; The Zappos Experience: 5 Principles to Inspire Engage and WOW; Prescription for Excellence: Leadership Lessons for Creating a World-Class Customer Experience from UCLA Health System, among others.

    Joseph holds the Certified Speaking Professional designation from the National Speakers Association (NSA) and is a member of the Authors Guild. He received his Masters and Doctorate from the University of Southern California. Joseph has won the Asian Brand Excellence Award, is an editorial board member for the Beryl Institute's Patient Experience Journal (PXJ), and is on the founders’ council of CustomerExperienceOne. He was named as one of the Top 10 thought leaders in Customer Service by Global Gurus.

    Having journeyed with a close family member through a six-year battle with breast cancer, Dr. Michelli is committed to social causes associated with curing cancer as well as abating world hunger. www.JosephMichelli.com

  • Marilyn Sherman, C.S.P.

    Motivational Speaker, Trainer, and Author


    It’s time to take a front-row seat in life and stop settling for mediocrity! It takes courage to look at where we are versus where we want to be. In this session, you will learn how to gain clarity, develop confidence, and take control in all aspects of your life. When you engage in the process of improving yourself, you improve performance, customer experience, and team interaction. Marilyn Sherman will equip you with the tools it takes to do more, be more, overcome obstacles, and really love what you do. You will leave with strategies and actionable information on how to take your current success to the next level in both your career and life. www.marilynsherman.com 
  • Todd Silverhart, Ph.D.

    Corporate Vice President and Director, Insurance Research


    Silverhart is responsible for directing LIMRA’s insurance research program, which takes a holistic view of product, market, and consumer issues related to individual and group life, health, disability, and long-term care insurance.  He oversees ongoing benchmarking surveys on sales, persistency, and product design, as well as product-focused marketing and company practices studies. In addition, Silverhart manages research addressing a variety of issues inherent in marketing insurance products to consumers (with a particular focus on wealth-related markets, business markets, emerging consumer markets, and customer experience).
    A frequent industry speaker and author, he also serves as staff representative for LIMRA’s Market Research Committee and Customer Insight Advisory Council.
    Having joined LIMRA in 1988, Silverhart previously served in LIMRA’s Assessment Solutions unit, where he conducted producer and field manager selection research, consultation, and product development. From 2000 to 2012 he developed and managed LIMRA’s technology in marketing and distribution research program.
    Silverhart is a graduate of Middlebury College and received his Ph.D. in industrial and organizational psychology from Old Dominion University.