Improve Service Efficiency in the Call Center and Field with Slack Automation

Speakers:

Derek Figueiredo
Lead, Account SE, Slack
Derek is a lead solution engineer, specifically working with the Slack enterprise SE team to communicate and demonstrate the value of the Slack productivity and collaboration platform and the Salesforce customer 360 cloud solutions.

Derek continues to stay informed on technology's impact on society and international relations. He is an alumnus of Boston College with a background in psychology and international studies, and continues to certify on Salesforce solutions.

Drew Fisher
Senior Director, Customer Technology Transformation Office
Drew Fisher is a Senior Director in the Customer Technology Transformation Office at DIRECTV. His extensive career has allowed him to develop a well-rounded perspective and a deep understanding of business dynamics across multiple industries, including Software, Media & Entertainment, Communications, and Manufacturing.

Over the past 13 years, his focus has been exclusively on Customer Relationship Management (CRM) within the Salesforce ecosystem. He is at his best in dynamic environments strategizing on things like revenue growth, optimizing operational processes, and implementing successful CRM transformations. His passion for innovation, combined with his deep business acumen, ensures that he stays ahead of industry trends and proactively identifies opportunities for improvement.

Matthew Sullivan
Lead, Account SE, Slack

Kelsey Collins
Product Marketing Senior Lead, Slack
As a Product Marketer, Kelsey is dedicated to helping customers maximize the value of their technology investments with Slack and Salesforce.

Jennifer Clark
Principal Analyst - Cloud Infrastructure and Edge Computing, Heavy Reading
Cloud Infrastructure and Edge Computing. Clark provides actionable insight into service provider evolution, examining the challenges and opportunities facing network operators as they move towards 5G and IoT with an increasingly virtualized and cloud native infrastructure. Clark examines the solutions and technology reshaping the telco data center, technologies such as Edge Computing, Open Source, OpenStack, container networking, Network Orchestration, Data Center Interconnect, Software Defined Networks (SDN), and Network Functions Virtualization (NFV).

Clark started her industry research career with the Yankee Group, which was acquired by 451 Research in 2013. She held the role of Sr. Vice President at Yankee Group. Prior to joining Yankee Group, Clark was Manager of Network Planning and Strategy for Wang Laboratories' corporate data network. She began her career at Wang with responsibility for the domestic and international roll-out of Wang's packet network, connecting more than 250 locations in 14 countries. Before joining Wang, she was a member of the IT research and development division of Commercial Union Insurance Companies.

Clark is a highly regarded speaker at industry seminars and conferences and is frequently cited by the commercial and trade press. She has been a guest lecturer at the MIT Sloan School of Management and is a member of the IEEE. She holds a B.A. degree from Mount Holyoke College.