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2019 Customer Experience Conference - Banner

2019 Customer Experience Conference

Superior Customer Experience — The Winner Takes It All

May 1, 2019 – May 3, 2019
San Antonio Marriott Rivercenter, San Antonio, Texas

  • Donna Burton

    Vice President, Human Resources
    Pacific Life
    As a member of their HR senior leadership team Burton is responsible for the company’s total rewards programs. Over the last 5 years with the company she has been responsible for oversight of many of their HR programs impacting the employee and manager experience at the Company, including Benefits programs to support holistic employee wellbeing, modernizing the HR Systems and compensation programs. Prior to this role, Burton was an HR Business Partner at the Company, leading teams supporting two of the business divisions. Before joining Pacific Life she held positions at John Hancock and Hewitt Associates. Burton graduated from Boston College with Bachelors of Science degrees in Finance and Marketing.
  • Brandon Carter, CLU, ChFC, CFP

    USAA Life Insurance Company
    Brandon Carter oversees USAA Life Insurance Company’s strategy and operations for product management, actuary, distribution, underwriting, servicing and claims. He is leading the strategy to digitally transform the health, life and investment business, and is focused on preserving USAA’s legendary service and commitment to its more than 12 million members, while maintaining employee well-being and financial strength. Brandon joined USAA in 1997. Over the years, he excelled into multiple executive leadership positions focused on sales, service and general management oversight. Brandon is the Chair of the LL Global Board of Directors.
  • Dave Edington

    Marketing, CX Strategist, Customer Engagement
    Dave is a Marketing and CX Strategist within IBM’s Watson Customer Engagement Practice. With a focus on Financial Services, he helps companies leverage the power of AI to improve customer experiences. IBM has been exploring artificial intelligence and machine learning technologies and techniques for decades. And believes AI will transform the world in dramatic ways in coming years. Prior to joining IBM Dave served as Vice President | Client Partner at TTEC with focus on insurance clients — TTEC a global leader in Customer Service and Call Center Operations. Also Dave held role of SVP Strategy and Innovation at Epsilon within their Insurance Vertical. Epsilon a leader in leveraging Big Data, Technology and Services for hyper-personalized marketing.
  • Jenny Guldseth

    Chief Human Resources Officer
    Allianz Life Insurance Company of North America
    As Chief Human Resources Officer, Guldseth leads the Human Resources and Facilities departments. She is responsible for setting strategy for the HR and Facilities teams to improve business results and increase employee engagement. Guldseth is also a member of the global team that is transforming HR for 150,000 Allianz employees in 70 countries. She had held several leadership roles with Allianz Life since starting in 2006, providing strategic leadership to the benefits, compensation and human resources business partner functions. Most recently, she served and VP of Rewards and performance, where she led performance and compensation functions for Allianz Life and the benefits function for multiple U.S. based Allianz companies. Prior to joining Allianz Life, Guldseth held senior human resource positions at Express Scripts and G&K Services, Inc., she earned her BA from the University of Kentucky and her MA in human resources from the University of Saint Mary’s. Guldseth is a board member of Junior Achievement and a member of the Executive Committee of the board of directors for the Boys and Girls Clubs of the Twin Cities.
  • Stephen J. Harvill

    Creative Ventures
    An educator, communicator, and consultant, Stephen Harvill is the founder and president of Creative Ventures, a strategic consulting firm based in Dallas, TX. As a leading strategic thinker and consultant to fortune 500 companies, Harvill has integrated a holistic approach to developing organizational principles. A scientist by education, Stephen brings a unique perspective to both his research and his presentations. Harvill is the author of “21 Secrets of Million Dollar Sellers: America’s Top Earners Reveal the Keys to Success” as well as numerous articles and publications dealing with effective management skills and the future of leadership in our chaotic world. He travels internationally, consulting with a diverse range of clients including American Express, Wells Fargo, IBM, Microsoft, and Apple.
  • Karen Rieck

    Vice President, Human Resources
    Farm Bureau Financial Services
    As Vice President, Karen Rieck is responsible for providing strategic leadership and oversight for the Human Resources functions. This includes: building and leading the HR team to plan, design, and execute HR programs and services that align with business strategies; and building organizational capability to meet business demands. She has over 25 years of human resources experience and has had increasing roles of responsibility and leadership throughout her career. Rieck has extensive hands-on experience in all facets of Human Resources including performance management, talent acquisition, talent development, compensation and benefits administration, and strategic planning. She holds a bachelor’s degree in mathematics and math education and a Masters of Business Administration from Mid America Nazarene University. Continuing education and both profession and industry designations are important to her, so she holds a number of designations as well.
  • Adrienne Sims,


    Vice President, Talent Management
    Adrienne Sims joined OneAmerica in October 2018, in this role, she has strategic responsibility for development, assessments, associate & leadership development and enterprise technical training. Prior to joining OneAmerica, Sims served as Vice-President of Talent Management at Dick’s Sporting Goods and Staff Vice President of Organizational Effectiveness & Technical Training for Anthem Health Insurance. She has also held similar roles at Roche Diagnostics, Bristol-Myers Squibb, Novartis Pharmaceuticals and Prudential Insurance. In addition to these corporate roles, Sims also worked at Catalyst and co-authored their seminal research on women in color in the workplace. She also possesses extensive consulting in the areas of organizational development, executive development, executive coaching, performance management, and strategic diversity. Sims holds a Doctorate and Master of Science degrees in Organizational Psychology from Rutgers University and received her Bachelor of Science degree in Psychology (magna cum laude) from Texas Woman’s University. She is also certified in executive coaching by Columbia University.