this year’s speakers
Voices shaping the future of AI CX
Get inspired by industry leaders, AI visionaries, and Ada customers who are redefining customer service through AI.
Jed Thorn
AllTrails
Customer Support Manager
Jed Thorn
AllTrails
Customer Support Manager
Customer Service leader with 10 years of experience managing CS organizations at Etsy, Spotify and currently, AllTrails.
LinkedInMichael Goudreau
Calendly
CX Systems Administrator III | Chatbot Operations
Michael Goudreau
Calendly
CX Systems Administrator III | Chatbot Operations
Hailing from Michigan, Michael leads chatbot and automation projects at Calendly, where he blends tech and conversation to make customer experiences smoother.
LinkedInKaren Knighton
beehiiv
Knowledge Manager
Karen Knighton
beehiiv
Knowledge Manager
Karen Knighton leads knowledge management at beehiiv, an all-in-one newsletter platform for creators, businesses, and media companies. She drives the strategy behind their knowledge base to power the AI Manager.
LinkedInDewi Smith
OpenPhone
Sr. Manager, Customer Experience Enablement
Dewi Smith
OpenPhone
Sr. Manager, Customer Experience Enablement
Dewi Smith, Senior Manager of Customer Experience Enablement at OpenPhone, brings deep expertise in support, training, and knowledge management. She leads CX and enablement programs that empower teams and drive seamless, efficient, customer-first experiences.
LinkedInMike Murchison
Ada
CEO
Mike Murchison
Ada
CEO
Mike Murchison is CEO and Co-founder of Ada, the world’s leading customer service AI platform. Founded in 2016, Ada automates billions of customer interactions for brands like Square, YETI, and Monday.com.
LinkedInMike Gozzo
Ada
CPTO
Mike Gozzo
Ada
CPTO
Mike Gozzo is a tech entrepreneur and angel investor. He co-founded Smooch.io (acquired by Zendesk), led product at Zendesk, and is now CPTO at Ada, driving AI/ML innovation. He mentors Canadian tech founders and supports education and elder care through his foundation.
LinkedInValentina Sutton
Ada
Senior Customer Solutions Consultant
Valentina Sutton
Ada
Senior Customer Solutions Consultant
At the intersection of customer experience and AI innovation, Valentina Sutton builds intelligent automation strategies that are anything but robotic. As a Senior Solutions Consultant at Ada, she partners with global brands to launch AI Agents that don’t just deflect — they connect. When she’s not designing delightful automations, you can find her exploring Toronto’s green spaces with her pup or chasing live music under the open sky.
LinkedInFernanda Oliveira
Fullscript
AI Conversation Specialist
Fernanda Oliveira
Fullscript
AI Conversation Specialist
Award-winning AI Conversation Specialist at Fullscript with 10+ years in digital strategy. Fernanda has led chatbot and voice AI initiatives across healthcare, banking, and telecom to deliver human-centered, high-impact automation.
LinkedInDelan Diaz
Empower
Customer Experience (CX) Gen AI Manager
Delan Diaz
Empower
Customer Experience (CX) Gen AI Manager
Delan Diaz has a foundation in Computer Science and over a decade of experience in support organizations. For the past four years in fintech, he has led CX AI and automation initiatives. At Empower, he currently heads CS tooling and next-gen chatbot development.
LinkedInWalter Tucker
BlackHawk Network
Director of Enterprise Systems
Walter Tucker
BlackHawk Network
Director of Enterprise Systems
Walter Tucker leads a high-performing team at BlackHawk Network, driving the strategic implementation and integration of advanced tech to elevate customer service. Based in Dallas, he's also a mentor, family man, and avid baker.
LinkedInMelissa Zalbeigi
Betsson Group
Director of Customer Service
Melissa Zalbeigi
Betsson Group
Director of Customer Service
Melissa Zalbeigi, CS Director at Betsson Group - a leading global online gaming operator - runs international teams across 8+ hubs. the team drives award-winning, multilingual support powered by AI and in-house tech, fostering talent and setting industry standards.
LinkedInBryan Beckwith
Weber
Sr. Director, Consumer Care Americas
Bryan Beckwith
Weber
Sr. Director, Consumer Care Americas
Award-winning operations leader driving customer experience transformation. Expert in service strategy, talent development, and cross-functional innovation. Proven success in streamlining systems and delivering exceptional consumer satisfaction.
LinkedInKim L-Baril
Goodfood
AI Manager
Kim L-Baril
Goodfood
AI Manager
AI Manager with 6+ years specializing in AI automation & knowledge base management for Goodfood. Former team leader & hospitality professional with DEP in pastry making. Passionate about creating seamless AI interactions. Motto: "No problems, only solutions."
LinkedInDaven Govender
Digicel
Group Chief Customer Officer
Daven Govender
Digicel
Group Chief Customer Officer
Daven Govender leads customer experience at Digicel Group, the Caribbean’s largest communications provider, with 20 years of global customer service-transformation expertise. He specializes in AI-enabled strategies and best practices that boost engagement, efficiency and delivers business value.
LinkedInToby Moors
Loop Earplugs
Customer Success Specialist
Toby Moors
Loop Earplugs
Customer Success Specialist
Customer Success Specialist at Loop Earplugs, blending AI with a human touch. Toby’s 6+ years in CX drive data-led support ops—earning accolades like 2nd place in Belgium’s Best Bot Awards and proving that scale doesn’t mean sacrificing personality.
LinkedInCelia D'Agostino
ZoomInfo
Manager, CX Technologies
Celia D'Agostino
ZoomInfo
Manager, CX Technologies
Celia D’Agostino is the Manager of CX Technologies at ZoomInfo, where she leads transformative, AI-powered initiatives across the customer experience landscape. Her customer-first approach ensures that every solution is built to enhance efficiency, personalization, and satisfaction at scale.
LinkedIn