Infusing Digital CX with Human Intelligence

Dave Hoekstra

WFM Evangelist

Dave has spent his entire professional career in customer service, but it wasn’t until he found WFM that he found his true passion. With over 20 years in WFM, Dave has gained insight into the real world challenges of working in today’s customer service. He is one of the few people who truly gets excited when someone wants to talk about Real Time Adherence or Net Staffing reports.

Shep Hyken

Chief Amazement Officer

Shep is the CAO (Chief Amazement Officer) of Shepard Presentations. As a customer service and experience expert and keynote speaker, Shep works with companies who want to build loyal relationships with their customers and employees. His focus is on delivering amazing customer service, customer engagement, managing the customer experience and creating customer loyalty. He is a hall of fame speaker (National Speakers Association) and a New York Times and Wall Street Journal best-selling author.

Brad Snedeker

Director of Customer Advocacy

With over 20 years in the industry, Brad has extensive knowledge of the contact center space with a focus on Workforce Optimization and Engagement. As Calabrio’s Director of Customer Advocacy, he ensures that customers have access to the latest trends and techniques available for Calabrio products. He works directly with users to develop new and innovative techniques to implement Workforce Optimization by driving best practices and education.