Neal Topf is the President and Co-founder of Callzilla. Neal takes great pride in leading his team and fostering an Employee-centric, Customer-centric, and Client centric culture. Creating environments that leverage human talent (people and process) with technology to forge analog and digital transformation is how Neal dedicates much of his attention. Neal enjoys his role in the CX community, most recently serving as an Executive Board Member and Treasurer of SOCAP, the Society of Consumer Affairs Professionals. And in his personal time, Neal’s favorite pursuits are spending time with his son, his imperfect golf game, and the professional football team in Washington DC that will finally become a Super Bowl contender in the next five years now that the team has been sold to a new owner!

Laurent Pierre, Jr. is Senior Vice President of Global Customer Service at NielsenIQ (NIQ). He leads NIQ’s digital transformation of the customer service team and manages its ongoing operational success. He is defining the NIQ future customer service strategy, inclusive of all digitally enabled help and support processes.
Prior to joining NIQ, Laurent was the VP of Customer Service Excellence at Wolters Kluwer Tax and Accounting North America, where he led system, process, and talent optimization strategy to accelerate business performance, customer experience, and financial results.
As the Partner General Manager for Microsoft Azure, he led a support delivery team who provided technical support to hundreds of US Government agencies and partners. Laurent also enjoyed a fourteen-year career at IBM leading various teams whose focus was on delivering world-class support to Fortune Global 500 customers, while driving customer experience initiatives using Salesforce, Medallia and IBM Watson AI.

With 20 years of experience leading product design, development and strategy in Fortune 500 companies, Surbhi has built and led product and engineering teams at technology icons including Google, YouTube, Netflix, and Cisco. Over the last decade she has launched multiple successful & insightful products, many of which encompass AI and machine learning expertise. Additionally, Surbhi led query disambiguation, NLP and speech recognition efforts on leading edge Google Home and Google Assistant enabled devices using Google Cloud ML models

Currently Surbhi is leading Juniper’s Customer Experience charter focused on incorporating Juniper’s Experience-First Networking initiatives into every aspect of the customer journey. She is focused on building omnichannel engagements and ML based proactive and predictive support capabilities. Leveraging her EQ-based motivational leadership style, Surbhi is leading highly cross-functional initiatives enabling digital transformation of both services and enterprise business.

Surbhi holds a Bachelor’s in Engineering from IIT Kanpur and a Master’s degree in computer science from Texas A&M University. She also holds General Management Program (GMP) degree from Harvard Business School

Surbhi leads Global Inclusion & Diversity initiatives at Juniper and is passionate about supporting and giving back to the IIT community. She is a key leader of the IIT Artificial Intelligence & Machine Learning forum, a Board Member for IIT Kanpur Foundation, and the former President of IIT West Coast alumni association. She has also Chaired and led the 'Women in Product' San Francisco Bay Area organization and is an active member of Chief

Vijai Shankar brings two decades of enterprise marketing experience as Vice President of Product and Growth Marketing at Uniphore. At Uniphore, Vijai leads the global product marketing, demand generation, field marketing and marketing operations teams and drives the strategic initiatives relating to market positioning, differentiation, and revenue growth. Before joining Uniphore, Vijai held senior marketing roles at Xactly, 247.ai, Kony and Genesys.