Françoise Tourniaire founded FT Works, a consultancy firm that helps technology companies create and improve their customer success and support operations and co-founder of ChurnSquad, a firm that helps technology vendors increase adoption, decrease churn, and maximize expansion revenue. Her expertise includes process design, designing support websites, soft skills training, and creating effective metrics and dashboards.

Nichole Herran manages TeamSupport's Customer Support and Onboarding teams, providing exceptional product training, professional services, and multichannel support to 1000's of customers globally. With an extensive background in software implementation and new product development, Nichole is passionate about building cross-functional team relationships to provide superior customer experiences.

David Kay is a trusted advisor to support executives at IBM, Cisco, Research In Motion, Microsoft, Intuit, GE, and Oracle. He is a frequent speaker at industry conferences and webinars. He was recognized as an Innovator by the Consortium of Service Innovation (CSI), and is the only independent consultant who is KCS Trainer Certified by the CSI to teach the Knowledge-Centered Service Foundations, Coaching, and Leadership workshops.