Session speakers included Cyara’s VP of Product and Director of Digital, as well as thought leaders from two of the most premier leaders in North America’s Financial Service and Healthcare industries. Attendees heard firsthand how these leading industry experts are solving challenges, providing exceptional CX at scale, creating efficiencies within their technical environments, and leveraging conversational AI.
Rich York is a solutions-focused Veteran, Senior Executive, Advisor, and Innovator with more than 30 years of success in multiple vertical industries, global geographies, and technologies. His broad areas of expertise include leadership, cross-functional team building, coaching and mentoring, business development, business intelligence, SaaS, cloud solutions, enterprise architecture, sales process management, sales messaging, technical sales, major account sales, go-to-market strategy, Big Data, integration, data governance, global strategy, CX, and CRM.
Rich holds a leadership position as the Vice President of North American Sales for Cyara, where he leads his team in helping enterprises ensure they can build flawless customer journeys across voice and digital channels while reducing the risk of customer-facing defects.
Max recently joined Cyara as VP of Product to continue his journey over the past 20 years dedicated to helping drive product innovation in the realm of Customer Experience technology. His focus and expertise is on leading organizations in understanding their customers and leveraging technology to continuously innovate and improve their CX.
Christoph Börner is a multi-organizational founder, developer, tester, speaker, and in his spare time, a pretty great drummer. Christoph started his career in the 2000s after studying Information Technology at the Technical University of Vienna. As a developer, he discovered a love for coding, breaking complex systems, hunting for bugs, and creating solutions. As his passions continue to evolve, Christoph began to dedicate more focus to quality assurance in the areas of Artificial Intelligence, Machine Learning and Conversational Interfaces. With this mindset Christoph, along with colleague and rock band partner Florian Treml, founded Botium, the leading industry standard in test automation for chatbots, voice assistants and conversational AI. Their open source framework is supported and used by a community of more than 250 thousand users around the globe.
Brian oversees the day-to-day operation of UPMC Health Plan IT Support Services. His years of experience in leadership and project management span across Call Center Technology, CX Measurement, Data Analytics, Process Improvement, Training, and Operations. His strong dedication to industry leading employee and customer experience has helped him master the art of building strong relationships with internal teams and external customers, and making critical and timely decisions that drive business results.
In his professional life, Brandon is a team-oriented member of UPMC Health Plan’s call center where he supports the Genesys architecture. He’s motivated by UPMC’s values and mission to serve the community by providing outstanding patient care and to shape tomorrow’s health system through clinical and technological innovation, research, and education. His experiences at UPMC have led him to become an expert in contact center technology, including earning certifications and training as a Genesys inbound and eServices engineer, Genesys iWD, Avaya ASA/PBX and NICE Engage. And when he’s not at work, Brandon is active in his community serving as a Young Adults Pastor and CityGroup Facilitator for Lifestone Church, and participant on the Pittsburgh Sports League.