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Meet Our Keynote Speakers:

Sherif Mityas

Chief Strategy Officer & Chief Information Officer, TGI Fridays

Sherif Mityas is the Chief Strategy Officer & Chief Information Officer for TGI FRIDAYS responsible for the Brand’s global Strategy, Digital and Technology efforts. Mr. Mityas has more than 20 years’ experience in the retail and hospitality industries in both senior consulting and executive industry roles.

Prior to joining TGI FRIDAYS, Mr. Mityas served as the Managing Partner for JS Consulting and as the Chief Executive Officer for Hollywood Video/Movie Gallery.

Mr. Mityas received a B.S. degree in aerospace engineering from Boston University, a M.S. in mechanical engineering from Rensellaer Polytechnic Institute and an M.B.A. from Northwestern’s Kellogg School of Management.

Donald Hicks

VP of Global User Services, Twitter

Donald Hicks is the Vice President of Global User Services for Twitter. Donald has been commissioned to transform the consumer support experience on its platform. Harmony between designing unparalleled consumer experiences, and eliciting the “wow” factor for users is where Donald’s passion lies. He is determined to be the voice of consumers for Twitter. His interest in CX began 10 years ago while building the operations within Amazon’s Kindle division. Motivated by the perceived impossible, and a slight bit of impatience, Donald is convinced he is here to make a differential imprint in consumer experience that others can build upon.

Donald is an alum of Stanford University, Graduate School of Business Executive Program and also earned an MBA in Finance and Bachelor’s degree from Clark Atlanta University.

Michele Watson

SVP Client Services,

Michele Watson is Senior Vice President of Client Services at Indeed. In her role, she focuses on delivering a best-in-class customer experience for every job seeker and employer using Indeed.

Before joining Indeed in April 2017, Michele served as the Vice President of Customer Care and Payments & Risk at She oversaw the online operations for customer support, fraud and payments for the world’s largest retailer. Michele also served as the SVP of Global Customer Care at She has over 30 years of customer service experience in a variety of industries and has always been viewed as a significant change agent in her organizations. Michele received a bachelor’s degree in consumer science from Texas State University.

2018 Speaking Faculty

Sherif Mityas

Chief Strategy Officer & Chief Information Officer
TGI Fridays

Lance Gruner

Executive Vice President, Global Customer Care

Michele Watson

SVP Client Success

Donald Hicks

Vice President User Services

Lisa Oswald

Senior Vice President, Global Customer Service

Nate Rosenthal

Head of Global Customer Success and Operations

Carla Zuniga

Senior Vice President
Allstate Insurance Company

Melissa Porter

Vice President, Customer Relations
Tailored Brands

Why CCW Executive Exchange?

An Exchange is made up of innovative learning and networking opportunities that keep even the most senior business leaders engaged. Brought to you by the creators of CCW, the magic of the CCW Executive Exchange is an intimate environment that creates connections which become long-term partnerships. You will experience inspiring keynote addresses, in-depth case studies, structured networking and interactive discussion groups (our signature Think Tanks and BrainWeaves®). The consultative one-to-one business meetings between attendees and solution providers are carefully scheduled throughout the Exchange to meet your specific business needs.



Access to an Exchange is not available to all. Exchange delegates are handpicked based on their ability to contribute at a strategic level, creating the ideal environment for idea generation. The CCW Executive Exchange is capped at 50 creating the optimal value of your time, peers, business meetings, and speaker events. As the saying goes, it’s lonely at the top, but rest assured, you’re in good hands.



A true peer-to-peer environment means that the executives taking the stage and those in attendance are of the same seniority level. The CCW Executive Exchange brings together a unique group of the most active contact center executives in the world today as they not only work to execute today’s plan but also develop the strategy for tomorrow.



A true peer-to-peer environment that sparks inspiration from Keynote Sessions, BrainWeaves, MasterClasses, and 1:1 Business Meetings as you make connections with most innovative and cutting edge executives and solution providers in the industry today.

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The Exchange Experience is not a conference: There are no exhibit booths, you customize your itinerary, you learn about the solutions you need today. Attendees represent senior level customer care leaders from the fastest-growing companies in the world. 2 ½ days out of the office has never been more valuable until you’ve been to an Exchange.

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