OCC 2017 Event Programme

SPEAKERS IN ORDER OF APPEARANCE

www.outsource2caribbean.org

Peter Ryan, Principal, Ryan Strategic Advisory

Peter Ryan has been at the forefront of contact center services market advisory for over a decade. Having began his career in London at Datamonitor in 2003, he quickly established himself as one of the foremost experts in the burgeoning CRM sector. Over the course of his career, he has advised contact center outsourcers, their clients, industry associations and governments on matters ranging from vertical market penetration and service delivery to best practices in offshore positioning. Peter Ryan’s expertise in outsourcing has been recognized multiple times. He was awarded callcentrehelper.com’s prestigious Best Respected Contact Center Professional in 2015 and was included in Fonolo’s Top 16 Analysts Covering Customer Experience. He was also included in each iteration of the Nearshore Americas Power 50 influencers listings, which identified the most important outsourcing executives in the Western Hemisphere. Through his career Peter Ryan has been a much sought-after speaker, headlining multiple events including The Turkey Call Center Conference and Expo (Istanbul), Nearshore Nexus (New York), The Business Process Enablement South Africa Summit (Cape Town), The Central American Nearshore Summit (Managua), Congreso Andino de Contact Centers y BPO (Bogota) and The Congreso Regional de Call Centers & CRM (Buenos Aires). He has also been frequently quoted in the media on a variety of matters pertaining to BPO and contact centers.

Peter has degrees in Political Studies from the University of Saskatchewan and an MBA from Dalhousie University. He lives in Montreal Quebec.

Kirk Laughlin, Managing Director and Founder of Nearshore Americas Kirk Laughlin is managing director and founder of Nearshore Americas – the widely respected media and research group which examines the emergence of the Caribbean and Latin America in global IT and knowledge-based services. He has emerged as one of the foremost thought-leaders on the expansion of cross-border ICT investment in the Americas. In addition, he and his team consult with regional and federal IT development agencies, corporate ‘buy-side’ customers and service provider organizations in developing and executing transformational objectives in the Nearshore region. Earlier, Kirk was a Vice President and Managing Director at Ziff Davis Enterprise, based in New York City. He is based in Connecticut.

Chris Lord, Global Head, Digital Growth Strategy HGS

Chris is a recognized customer experience (CX) and innovation leader with vast global knowledge helping organizations achieve significantly higher performance. Chris is a frequent keynote speaker, panelist and facilitator of thought leadership globally. Most recently, Chris was a member of the HSG global leadership team, driving Strategy, Growth, Marketing; and the Digital Customer Experience business unit (DigiCX), which has been recognized repeatedly for thought leadership and innovation. HGS is one of the largest Caribbean CX outsourcing providers with four operations in Jamaica alone. With a unique blend of customer advocacy, strategy, sales and marketing, as well as service delivery accountabilities, Chris brings both strategic and tactical views of the consumer, corporation and service provider perspectives. Chris’s outsourcing advisory and management consulting practices leverages his deep corporate roles helping organizations achieve significantly higher performance including Wipro (Country Head), Accenture (Partner), EDS (SVP Financial Services) and Xerox. Chris has been an advisor to CEOs and executive leadership teams on outsourcing relationships across industries, launching new business divisions, M&A activities, market assessments as well as developing and executing strategic growth initiatives.