Presenter Kathryn McGavick joined Outerwall Inc., formerly Coinstar, Inc., in February 2007 as Vice President of Customer Support. In 2009, she was promoted to Corporate Vice President and oversees the entire customer support function for the company’s Coinstar, DVD and New Ventures businesses. She oversees the internal contact center, contact center outsourcing and all administrative functions that support customer service. In addition, she leads the company’s social media monitoring and service support for all lines of business. As the company has acquired new businesses, Kathryn has led integration of the customer service functions. She led the internal implementation team for the company’s transition to the Outerwall rebrand. She also serves as co-chair of the company’s Women’s Insight Network, a Business Resource Group that harnesses the energy, experience and connections of the women at Outerwall in the advancement of diversity and inclusion. Prior to Outerwall, Kathryn served in various leadership positions at Bank of America, including Senior Vice President of its former customer service site in Seattle. Kathryn holds a bachelor’s degree from the University of Washington and serves on the advisory board for Execs in the Know. Kathryn “Kat” McGavick Corporate Vice President, Customer Support Outerwall Inc.

Presenter Mark founded Virtual Hold Technology on April 1, Through his innovation and leadership, he inspired the birth of a new market within the contact center industry, and has placed VHT as the clear market leader in virtual queuing and multichannel communication software solutions. With over 20 years in the industry, and a proven entrepreneurial track record, Mark uses his experience as both a solution developer and operational user of communication technology to solve the challenges facing today's corporations as they try to unify their web, mobile, and voice channel strategies. Mark’s innovation has earned him over a dozen patents issued within the US, Canada, and several European countries, as well as personal recognition for his business accomplishments within the software and contact center industry. Mark has been the recipient of such prestigious awards as the Ernst and Young Entrepreneur of the Year, Crain’s Top “Thirty Under 30” and “Forty Under 40”, NorTech Innovation Leader, NEOSA Best Tech Leader, NorthCoast 99 Business Tech Leader, and numerous product of the year awards from Contact Center, CRM, ICCM, and Customer Solutions. Prior to founding VHT, Mark attended the University of Akron for finance and accounting, and started his first business providing consulting and third party operation services for corporate contact centers. It was through this business venture that Mark realized the need for virtual queuing solutions to address problems that plagued the contact center industry. His software solutions have literally saved tens of thousands of years of wait time for his clients and greatly improved the overall customer experience for their customers via voice, web, or mobile channels of communication. Mark currently is the President of Virtual Hold Technology, and leads all of VHT’s global cloud and software-as-a-service initiatives, patent portfolio, and product strategy. Mark Williams President and Founder Virtual Hold Technology

Presenter As Vice President of Sales and Marketing at PTP, Lynn Olson brings 18 years of consulting experience in the customer experience management space. A true partner to her clients and peers, Lynn is driven by her passion to add value to companies reinventing their customer service solutions. Her rich experience in business consulting with PTP, Microsoft and Nuance allows her to leverage a strong knowledge base across platforms and solutions. Lynn holds an MBA from the Carlson School of Management. Lynn Olson Vice President of Sales and Marketing Performance Technology Partners

Presenter Jay Wolcott is Founder and CEO of Digital Roots, a social engagement software company that helps brands establish roots in a social economy. Jay launched Digital Roots in 2009 with a clear vision to provide the most advanced social listening and engagement platform. The company has since grown into a multi-national firm supporting some of the world’s largest brands and most progressive social relationship management operations. Prior to his entrepreneurial ventures, Jay spent his entire career with General Motors becoming one of their youngest global executives while in his 20’s. He was recently recognized as one of Detroit’s top 30 executives in their thirties and also serves on Verego’s Board, Seed Staffing’s Board, Kidpreneur’s Board, Western Michigan University’s ISM Executive Council, SOCAP Great Lakes Chapter’s Board, American Diabetes Association Tour De Cure Michigan Board and Global Sourcing Council’s 3S Awards Committee. You can find him on Twitter Jay Wolcott Founder and CEO Digital Roots

Advisory Board 2014

Customer Response Summit – Next Stops