Salesforce Service Edge Summit

Monday, June 4 - Wednesday, June 6 | Arizona Biltmore, A Waldorf Astoria Resort, Phoenix, Arizona



Janette Blatz

CSPO, Operations Product Track Lead

Janette Blatz, CSPO, serves as the product track lead, operations, at Carvana. Carvana is a leading e-commerce platform for buying used cars, where customers can shop more than 10,000 vehicles, finance, purchase and even trade in their current car in as little as 10 minutes.

In her role at Carvana, Janette is responsible for four teams, covering  the online auto retailer’s consumer-facing operations functions. She joined Carvana in May 2013 and is the most tenured member of the Product Team at Carvana. Prior to Carvana, Janette was an engineering team recruiter at DriveTime, identifying engineering talent for the country’s second-largest used car dealership. Janette holds a bachelor’s degree from Arizona State University where she majored in political science.

Janette is also a happy Carvana customer – proud owner of a Mazda 5, with her eyes on a Toyota Sienna once the Tempe Car Vending Machine is open – and resides in Phoenix, where Carvana is headquartered. She enjoys spending time with her husband, Eric, a Carvana engineering lead, and her three children.


Joseph Bocanegra

VP of Customer Success

Joseph Bocanegra has been with ZipRecruiter since 2014 and serves as the VP, Customer Success. He led ZipRecruiter's first office expansion outside of Santa Monica, California in Tempe, AZ and operations center with over 400 employees. Joseph also recently received the FORTUNE™ Partners Service Leaders Award which recognizes business leaders in companies who make significant contributions to improving the customer service experience. He has spent his career building great support teams. Prior to joining ZipRecruiter, he worked for LifeLock, Discover Card Financial, and University of Phoenix.

Tyler Cook

Senior Director of Customer Care Product Management

As head of Overstock’s customer care product management & development, Tyler is on the forefront of helping the company build innovative, world-class technology solutions for millions of customers.  Tyler’s role includes driving self-service adoption, contact channel optimization, and driving best practices to the product and development teams.

Tyler has held numerous senior product management and development leadership roles in leading global organizations, most recently at Asurion, where his team won the Nashville Technology Council Technology Team of the Year Award.

Tyler holds a Bachelor’s Degree in Technology Management from Utah Valley University and a Master’s Degree in Business Administration, with a graduate certificate in International Marketing.  When Tyler isn’t obsessing over customers, he is enjoying spending time with his wife Ashley, and their 3 boys 7 – 12 years of age.


Scott Dresser

Director of Customer Experience

Scott Dresser serves as Director of Customer Experience at Republic Services. In this role, he is responsible for the B2B/B2C contact center desktop applications including Salesforce Service Cloud and Knowledge Management.

In his three years at Republic Services, Scott has played a key role in the consolidation of customer service centers from over 100 to 3 and works across departments to design the future of Republic’s enterprise vision for omni-channel, consolidated knowledge management and standardization efforts. Scott has focused most of his professional career on contact centers and the customer experience through his previous roles at Salesforce on the Service Cloud sales team and Cisco Systems in Customer Interaction Solutions.

Scott holds a bachelor’s degree from the University of Utah and a Master’s in Business Administration from Arizona State University.  Scott lives in Scottsdale, AZ with his wife Hilary and their four children ages 7-14. When not working, Scott enjoys spending time with his family, as a Boy Scouts of America Scoutmaster.  He is active in his church and likes to cycle, run and hike.


Liza Dunham

VP of CRM Operations

As head of CRM Operations, Liza is on the forefront of helping ZipRecruiter build awesome, scalable, and automated processes to align with their aggressive growth for both the Sales and Customer Service Organizations.  Having spent 7 years at, she now runs a team made up of Business Analysts, Developers and Administrators who support 15 different user groups.  Prior to ZipRecruiter, Liza worked with Zip’s current executive team at Convertro, a multi-channel marketing attribution saas-solution.  Liza helped design the post-sales operational infrastructure including Implementation, Technical Support, Advanced Analytics, Renewals and Training.  This work led to the successful acquisition of Convertro by AOL for $101M. Execution ninja. Process queen. Operational speedster. Metrics maven. superstar. Endurance athlete. MBA.



Kathy Emsoff

Director of User Experience, Services IT

Kathy Emsoff leads the User Experience team for Services IT at Dell. Kathy and her team take a user-centered approach to crafting experiences that help internal and external Dell users accomplish their goals related to Dell’s support and services. These users range from the customer seeking help on the website through to the tech agent managing cases and everyone in-between. By focusing on the end-to-end user experience, Kathy’s team is able to take a holistic approach to service UX design, creating a more consistent experience across a spectrum of platforms. Prior to joining Dell, Kathy worked at digital and traditional agencies on a wide range of brands including: BMW, Southwest Airlines, BlackBerry, and Samsung for both consumer and enterprise.

Laura Hind

IT Manager of Customer Engagement Programs

Laura Hind grew up in Honolulu, HI with her extensive family gaining invaluable experience and friendships at Punahou School.  She attended college in California before returning to Honolulu to begin her business career with an international gourmet seafood company.  She continued her education and career growth in information systems taking a role with a hosted mortgage software company. It was there that she first implemented and grew Salesforce for the sales and account management team.  Her role changed from the business to an IT development and release manager role managing an international development team using agile development practices. The mortgage bubble burst led her to her new home in Ohio with a position with National City as a senior project manager for the online banking division until it's purchase by PNC. This led her to her current home at MTD Products, Inc. In Valley City, OH growing from a project manager to her current role as an IT Manager for the Customer Engagement Program focusing service and sales.  the customer engagement team manages MTDs retail and partner sales and service channels using Salesforce. Laura is native Hawaiian and visits her family several times a year in Honolulu. Back home in Ohio, she enjoys spending her free time with her husband, 3 children, friends and goldendoodle Lulu as well as volunteering.

Joseph Michelli, Ph.D.

Certified Customer Experience Consultant

Joseph A. Michelli, Ph.D., C.S.P., is an internationally sought-after speaker, author, and organizational consultant who transfers his knowledge of exceptional business practices in ways that develop joyful and productive workplaces with a focus on the total customer experience. His insights encourage leaders and frontline workers to grow and invest passionately in all aspects of their lives.

Dr. Michelli is a Wall Street Journal, USA Today, Publishers Weekly, Nielson Bookscan and New York Times #1 bestselling author. His latest book is Driven to Delight: Delivering World-Class Customer Experience the Mercedes-Benz Way. Joseph’s other titles include Leading The Starbucks Way: 5 Principles for Connecting with Your Customer, Your Products, and Your People, The Zappos Experience: 5 Principles to Inspire Engage and WOW, Prescription for Excellence: Leadership Lessons for Creating a World-Class Customer Experience from UCLA Health System, The Starbucks Experience: 5 Principles for Turning Ordinary into Extraordinary, The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of The Ritz-Carlton Hotel Company, and When Fish Fly: Lessons for Creating a Vital and Energized Workplace which was co-authored with the owner of the "World Famous" Pike Place Fish Market in Seattle.

Joseph holds the Certified Speaking Professional designation from the National Speakers Association (NSA) and is a member of the Authors Guild. He received his Masters and Doctorate from the University of Southern California. Joseph has won the Asian Brand Excellence Award, is an editorial board member for the Beryl Institute's Patient Experience Journal (PXJ), and is on the founders council of CustomerExperienceOne. He was named as one of the Top 10 thought leaders in Customer Service by Global Gurus.

Having journeyed with a close family member through a six-year battle with breast cancer, Dr. Michelli is committed to social causes associated with curing cancer as well as abating world hunger.


Srinivasa Rao Pendala

Director, Salesforce Platforms

Srinivasa Rao Pendala serves as the Director of Salesforce Platforms at Align Technology, which is a fast-growing company. In this role, Srini is responsible for digitally transforming the Sales, Marketing and Service Organizations by leveraging Salesforce platforms and it's ecosystem. He is responsible for creation and execution of global strategy and heads a team of 50+ people which includes business analysts, developers, architects, and managers across the globe. He is passionate about technology trends and loves to solve complex business problems using the latest technology.

Srini holds a master's degree in computer applications from Andhra University, India. Prior to joining Align Technology, he worked for several customers such as Iron Mountain, Morgan Stanley, McGraw-Hill Companies, Cable & Wireless, General Motors etc.


Jim Roth


Jim Roth serves as the Senior Vice President of Services for Dell Digital.  In this role he is responsible for digitally transforming the Dell EMC services business through the software applications that run contact centers, track service parts, enable field engineers, manage professional services and allow customers to self-serve on and

At Dell, Jim has held a variety of senior level marketing, operations and product development roles. Prior to his current role, he led global services product development and marketing. Before Dell, Jim worked in software product management and as an associate at Booz Allen.

Jim holds dual bachelor’s degrees and a master’s degree from Northwestern University.  He also holds a Master’s Degree in Management from the Stanford University Graduate School of Business.

A native of Chicago, Illinois, he is an avid Cubs and Bears fan and enjoys golf, skiing and coaching his kids.  Jim currently lives in Austin, Texas with his wife Katy, 11 year old son and 7 year old triplets.


Peter Slease

Principal Executive Advisor

Pete leads the Advisory Services Team for the Customer Contact Leadership Council of the Corporate Executive Board. In his role, Pete provides support to member executives identifying and applying insight to address their most critical customer-facing challenges. Pete provides advice for executives in the Customer Contact Council across a number of critical decision areas, including: strategy, planning, talent management, issue resolution, loyalty and channel management. Pete joined the Corporate Executive Board in 2007 after spending nine years in a financial services contact center, ultimately leading the commercial and retail centers. Pete received a Bachelor of Arts from the University of Notre Dame and a Masters in Teaching from the University of Portland. Pete lives Wilmington, Delaware.

Nicole Sult

Sr. Director, Customer Service

As Senior Director of Customer Service for Lippert Components, Nicole leads Customer Service teams to serve a wide variety of customer segments in an growing RV and Marine Aftermarket arena. These teams support customer inquiries including technical support, product fit and finish, service and aftermarket parts sourcing, third party insurance administration, and national service support for our field service divisions. Nicole specializes in turning disjointed contact centers and service businesses into highly efficient and employee engaged teams. Nicole credits Salesforce as being a key tool in accelerating the turnaround mission by allowing for doubled efficiency gains within two years of implementation.

Nicole is the 2017 Salesforce Trailblazer Award Winner for Growth and serves on Consumer Advisory Board for Service Cloud. She and her husband are avid travelers and budding kayakers. She enjoys spending time with her family, friends, and her dog, Pinot.


Erik Thomson

Senior Director

Erik Thomson is a Senior Director at Zayo Group, a global telecommunications infrastructure firm headquartered in Boulder, Colorado. Erik currently leads the Tranzact Sales team, serving 60% of Zayo’s customers as well as Zayo’s career accelerator program at Zayo. Previous to that role, Erik led the Strategic Marketing and Partnerships team at Zayo, helping build strong relationships with partner organizations to find mutually beneficial results. While at Zayo, Erik has also led the Big Data, IT Operations, and IT Finance teams. Prior to Zayo, Erik worked as a Business Partner at Goldman Sachs, conducting detailed data analysis and coaching junior managers for the firm’s Technology and Finance divisions. Erik’s public sector experience comes via the Marine Corps, where he held roles as a Scout Sniper Platoon Commander, Aerial Interdiction Force Commander, and Assistant Operations Officer. He left the Marine Corps as a Captain in 2014. While deployed, Erik led a counter-narcotics raid force consisting of Marines, DEA, and the Afghan National Interdiction Unit in southern Afghanistan and helped build the Afghan Sniper School curriculum while training the first class through graduation.

Erik received his B.A. in English from Colorado State University in 2009 and will complete his MBA through University of Colorado – Denver in August of 2018. Erik completed the Marine Corps Basic School, Infantry Officer’s Course, Scout Sniper Platoon Commander School, and was the honor graduate from the Marine Corps Ground Intelligence School in 2011.

Erik serves on the Executive Advisory Board of CU’s MD5 chapter and volunteers to review scholarship applications for the Greenhouse Scholars organization in Colorado.


Karen Van Kirk

Vice President of Viewer Experience

Karen Van Kirk is the Vice President of Viewer Experience for Hulu, where she leads the team delivering customer support to Hulu’s viewers. She has had roles in Corporate Strategy, Product Management, Operations and Project Management with technology companies large and small over the course of her career. Prior to Hulu, Karen was the Director of Business Operations for the QuickBooks Payments business within Intuit. She has also been the Founder and Executive Director of a nonprofit organization and a small business owner. Karen holds a B.A. from U.C. Berkeley and an M.S. in Management from the M.I.T. Sloan School of Management.

Salesforce speakers


Bill Patterson

​SVP​ ​and​ ​GM,​ ​Service​ ​Cloud,​ ​Salesforce

Bill Patterson is senior vice president and general manager of Service Cloud, the world’s #1 customer service platform. In this role, he leads the product direction, platform innovation and customer success for Service Cloud.

A former software engineer and enterprise solutions architect, Bill joins Salesforce after a 14-year career at Microsoft, where he held various leadership roles across product strategy, product management, product marketing and software engineering. During his career, Bill’s focus has been helping Fortune 1000 organizations achieve success in designing and deploying strategic customer service, contact center, field service and digital service engagement solutions. His passion is helping service organizations leverage Service Cloud to drive new forms of customer engagement and elevate the strategic importance of customer service as a foundation for product innovation and brand differentiation to drive new business growth.


Sarah Patterson

SVP, Product Marketing, Service Cloud, Salesforce

Sarah Patterson is responsible for the messaging, positioning and go-to-market strategy for Service Cloud, the world’s #1 intelligent customer service platform. Service Cloud empowers companies with a connected platform to deliver smarter, faster and personalized customer experiences.

Since joining Salesforce in 2008, Sarah has worked on several major initiatives including developing Salesforce’s onboarding strategy for new users and the launch of Salesforce Chatter. She started running Service Cloud Product Marketing in 2013. 

Sarah brings more than 15 years of experience in IT consulting, research, and marketing to Salesforce and has held a variety of positions at McKinsey & Co., Broadview International and the Initiative for a Competitive Inner City.

Sarah holds a BA in Economics from Wellesley College and an MBA from Stanford. Sarah can be found on Twitter @patterson_sarah.


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