I am excited to share my professional biography, which reflects my journey as a global leader dedicated to fostering growth, building brands, and inspiring high-performance teams. I hope this overview provides insight into my values, experiences, and strategic vision. Here is my biography.

As a passionate advocate for innovation and customer success, I’ve dedicated my career to transforming service experiences and driving operational excellence. With over 15 years of experience, I’ve had the privilege of leading incredible teams and delivering meaningful results for customers and businesses alike. Here is my biography.

AI: Transforming Challenges into Opportunities for U.S. Banks The U.S. banking sector faces mounting pressures: escalating fraud, rising customer expectations, inefficiencies, and stricter regulations. But there’s a game-changer—Artificial Intelligence (AI). By harnessing AI’s ability to analyze data, detect patterns, and automate workflows, banks can turn obstacles into competitive strengths. 🔒 Fraud Prevention: AI detects anomalies in real-time, adapting to evolving threats and safeguarding customer trust. 🤝 Customer Experience: AI-powered tools offer personalized, 24/7 service, enhancing satisfaction and loyalty. 💳 Credit Risk Assessment: Smarter, data-driven lending decisions reduce defaults and expand financial inclusion. ✔️ Regulatory Compliance: Real-time monitoring transforms compliance from a burden into a strategic advantage. ⚙️ Operational Efficiencies: AI-driven automation cuts costs and accelerates processes like loan approvals. For banking leaders, adopting AI isn’t just about survival—it’s about thriving in an industry poised for transformation. Those who act now will lead tomorrow’s financial landscape.

Navigating change in customer service requires more than strategic plans and process improvements—it demands a deep understanding of human nature. Despite being fundamental to the human experience, change is often met with resistance because individuals rely on deeply ingrained mental models that shape their perceptions and actions. These internal narratives, influenced by past experiences and the brain's default network, can create barriers to embracing new paradigms. For CX leaders, fostering sustainable transformation means addressing these narratives with empathy and compassion, aligning organizational goals with employees’ lived realities. By prioritizing the human aspect of change, organizations can create a culture that empowers employees to embrace new ways of thinking, ultimately driving meaningful, customer-centric improvements.

Devin Finlay is an accomplished Customer Care Executive with over 25 years of experience in scaling global customer support operations and optimizing Business Process Outsourcing (BPO) strategies across multiple industries. Known for his strategic vision and ability to drive operational efficiencies, Devin has successfully led transformations in customer service, integrating innovative technologies, optimizing resources, and enhancing customer satisfaction. His leadership in designing and executing cloud-based platforms, AI-powered tools, and outsourcing models has consistently aligned customer-centric initiatives with broader business goals, contributing to significant cost reductions and service improvements. Throughout his career, Devin has demonstrated a unique ability to lead complex operations and cross-functional teams, managing multimillion-dollar budgets and driving measurable results in diverse environments, from early-stage startups to large enterprises. His most recent role as Director of Customer Care at LaunchPad Home Group saw him overseeing contact center strategies and driving improvements in service efficiency, customer satisfaction, and operational performance. Devin's extensive international experience, including leadership in Latin America, the Philippines, and South Africa, has further solidified his expertise in managing diverse teams and delivering exceptional results in global environments. As the founder of TrueNorth Advisory Group, Devin now consults on contact center optimization and BPO strategy, helping clients streamline operations, improve service delivery, and reduce costs. His focus on customer advocacy and operational excellence continues to make him a sought-after leader in the field of customer experience.

With over 26 years in Financial Services, I’m excited to share my journey in change management, strategic program development, and organizational transformation. Throughout my career, I’ve focused on developing impactful, sustainable solutions that enhance both employee engagement and customer experience. Here is my biography.

I’m excited to share my updated professional biography, which highlights my journey in the hospitality and cruise industries, and my passion for driving growth, innovation, and service excellence. With over 40 years of experience, I've had the opportunity to lead in diverse environments and build world-class brands. Here is my biography.

Steven Le is a dynamic and results-driven senior product leader with over a decade of experience in e-commerce, digital marketing, and product development. Known for his integrity and commitment to fostering a collaborative work environment, Steven leverages his deep expertise in Lean Six Sigma, market analysis, and agile methodologies to drive innovation and deliver impactful results. Throughout his career, he has successfully aligned product strategies with business objectives, optimizing customer experiences and enabling sustainable growth. As a strategic thinker and effective communicator, Steven excels in guiding cross-functional teams, influencing key stakeholders, and navigating complex challenges to achieve both short- and long-term goals.

I'm excited to share my journey, which spans over 40 years of experience in the casino, hospitality, and real estate industries. I've had the opportunity to lead amazing teams, drive operational efficiency, and navigate complex regulatory environments. From overseeing multi-million-dollar casino operations to guiding real estate teams, my focus has always been to make every situation better than when I entered. I'm passionate about problem-solving, team building, and strategic growth, and I'm eager to continue making a positive impact. Let’s connect, collaborate, and explore new opportunities to grow together!

Vince Dilick is a seasoned Senior Vice President of Operations at Penn Power Group, bringing over 25 years of comprehensive experience in building, resourcing,...

Dane LaVigne is a seasoned entrepreneur and business leader, blending strategic vision, technological innovation, and operational expertise in the construction and remodeling sectors. As the Owner and Managing Member of Gutters Etcetera LLC and LaVigne Companies LLC since 2019, Dane has cultivated a reputation for delivering exceptional customer experiences and building high-performing teams. His prior experience in the life insurance industry honed his leadership in sales, customer relations, and negotiation, skills that he now leverages to drive growth in the remodeling industry. A hands-on leader, Dane’s approach fosters a culture of respect and accountability, enabling his companies to scale rapidly while maintaining quality and consistency. His marketing acumen, evident in the 60% of his brands ranking in the top three locally, and his development of a proprietary CRM tool have further streamlined operations and boosted efficiency. Beyond his own ventures, Dane consults with other small businesses and plays a pivotal role in forming partnerships with Fortune 500 companies, demonstrating his ability to navigate complex business environments. His leadership, rooted in integrity and innovation, continues to shape industry standards, making him a valuable asset to corporate boards and high-level strategic discussions.

Ben Segal is a dedicated and innovative leader in customer experience (CX), currently serving as the Chief Experience Officer (CXO) at Create CX. With...

As Vice President of Operations with over 23 years of experience in retail and healthcare management, I’ve had the privilege of leading talented teams, driving strategic initiatives, and fostering community engagement. From launching Walmart’s first Urban Neighborhood Market in Dallas to spearheading Walmart Care Clinics across multiple states, I've focused on delivering operational excellence while building meaningful partnerships. My passion for innovation, leadership development, and making a positive impact has shaped my career and fueled my commitment to empowering teams and driving growth.

AI and Machine Learning are no longer just buzzwords in the financial industry—they are transformative forces reshaping everything from customer service to risk management. As major industry players like JPMorgan Chase, Citibank, and HSBC demonstrate, AI has the power to optimize operations, deliver hyper-personalized services, and enhance compliance. However, adopting AI comes with challenges, such as integrating with legacy systems and ensuring ethical usage. Drawing on insights from industry leaders like Arvind Krishna and Cathy Bessant, this article delves into the evolving role of AI in finance, highlighting key use cases, strategic recommendations, and the future potential of AI-driven innovation in the sector.

Builder at heart; Committed to lifelong learning James Pavlovich is a seasoned executive with over 20+ years of experience in customer experience, operations, and strategic...

Scott Fleszar is a seasoned executive with over 25 years of experience driving growth in B2B SaaS businesses. As a PE-backed CEO, Scott has a proven track record of scaling companies, leading successful exits, and driving operational excellence. His leadership at SafeSend, where he grew revenue from $9M to $40M and orchestrated a 10x revenue exit, highlights his ability to foster high-performing cultures and attract top talent. With a passion for building companies, developing people, and delivering sustainable growth, Scott is a recognized leader in the SaaS industry.