Melissa Arnoldi is the Chief Customer Officer for AT&T Consumer, leading field technician and contact center teams
that support 180 million annual customer interactions. These teams and their strategy counterparts are dedicated to
serving customers first – through day-to-day service and transformation initiatives.
Most recently, Melissa served as the Chief Executive Officer of Vrio Corp., a multi-billion dollar AT&T digital
entertainment services company in Latin America with more than 9,000 employees across 11 countries during her
tenure. Her team focused on driving business growth, creating innovative products and services, and delivering
superior experiences to more than 10 million subscribers. Under her leadership, Vrio saw double digit revenue growth
and was named as a Top 25 World’s Best Workplace by Great Places to Work®.
Prior to that, Melissa served as the President of Technology and Network Operations, she directed a team of nearly
200,000 employees and was responsible for global information, technology development, network deployment and
operations, as well as AT&T’s Intellectual Property group, Labs and Foundries. She also led AT&Ts transition to a
software-defined and future 5G network while leading the team to the award-winning recognition of Best and
Since joining AT&T in 2008, Melissa had held roles of increasing responsibility focused on IT merger integration, system
consolidation and new product launches including the iPhone. She also supported systems and operations across
multiple business segments, including AT&T’s Mobility and Business Solutions.
Melissa came to AT&T from Accenture, where she was a partner of the Communications and High-Tech Consulting
group. She serves on the board of directors of NASDAQ Inc., a global securities marketplace and the benchmark
index for U.S. technology stocks. She has also been honored as one of the National DiversityCouncil’s “Top 50 Most
Powerful Women in Technology” and received a Silver Stevie Award for Women in Business for “Maverick of the Year”
in 2015. In 2016, Melissa was showcased by FierceWireless as a woman leader to watch for her key contributions in the
engineering and technology fields in the telecom industry. She holds a bachelor’s degree in accounting from the
University of Memphis and a Master of Business Administration from Georgia State University.
Mike Marcellin is Senior Vice President and Chief Marketing Officer, leading the global marketing team responsible for marketing Juniper’s product and services portfolio and stewarding the brand, driving preference for Juniper in the market, training its partners and sales teams, and developing a differentiated digital experience for its customers. Before joining the global marketing organization, Marcellin led business strategy and marketing for Juniper’s industry-leading portfolio of high-performance routing, switching and security products.
Prior to joining Juniper in 2010, Marcellin served as Vice President of Global Managed Solutions for Verizon, where he oversaw product development and marketing of its managed IP networking, hosting, security and IT solutions for businesses around the world. He also served as Vice President of Global Product Marketing for Verizon Business, executive director of Verizon Business’ IP and Ethernet portfolio as well as leading the company’s eCRM marketing division. Marcellin began his career with Price Waterhouse IT consulting.
Marcellin is a member of the Ridge Ventures CMO Advisory and a Board Member of US Ignite, an NSF-sponsored initiative. Marcellin holds two patents and was a Rodman Scholar at the University of Virginia, where he received a bachelor of science degree with distinction in systems engineering. He is based in Sunnyvale, California and you can follow him on Twitter.
Rachael McBrearty is a customer experience executive with vast expertise developing customer strategies, designing brand enhancing experiences and leading organizational transformation to drive growth above industry standards. In her current role as Chief Customer Officer of LeanData, McBrearty is a member of the executive team and is responsible for helping deliver better business outcomes for customers and ensuring customer-centricity remains at the core of LeanData’s growth and company values. Rachael joined LeanData after spending over a decade at Cisco, where she held executive-level customer experience and insights positions.
McBrearty is a pioneer in the use of digital, IOT and analytics to create novel experiences. She holds a number of patents and has been recognized across mainstream media for her first-of-kind customer experience projects including landing on Time Magazine’s list of Best Inventions of 2007. When she’s not staying up to date with the latest technology trends, blogging or speaking about CX, you can find her engaged in DIY projects that usually involve spray paint. She is on the Board of Directors of the not-for profit Animal Assisted Happiness and The Mel and Leta Ramos Family Foundation. She holds a BFA from SUNY New Paltz.
Amy Shore is executive vice president and chief customer officer for Nationwide. In this role, she is accountable for developing and executing Nationwide’s customer strategy to maximize customer acquisition and drive retention to ensure that Nationwide delivers on its mission. In addition, Amy is responsible for managing Nationwide’s corporate real estate and aviation departments.
Previously, she served as President, Nationwide P&C Sales & Distribution. In this role, Amy led P&C agency sales for Nationwide. Her team oversaw staff sales supporting all channels, field sales operations for exclusive and independent agents, and relationship management for larger national agencies/brokers.
Amy has over 30 years of experience in the P&C industry, including over 20 years in varying leadership positions across Nationwide. She has leadership experience in a variety of business functions including sales, underwriting, product/pricing, customer service and general management. She has served as executive sponsor for the Nationwide All Women’s Associate Resource Group and national chair of the company’s United Way campaign.
Amy holds a bachelor’s degree in business administration from Bowling Green State University and is a graduate of the Women’s Senior Leadership Program at the Kellogg School at Northwestern University. She also is a Chartered Property/Casualty Underwriter (CPCU) and Chartered Life Underwriter (CLU). Amy is actively involved in her local community. Currently, she serves on the boards of trustees of Bowling Green State University and the Columbus Symphony. She is a past board member and treasurer of United Way of Delaware county and remains active in their Women’s Leadership network.
Nationwide, a Fortune 100 company based in Columbus, Ohio, is one of the largest and strongest diversified insurance and financial services organizations in the U.S. and is rated A+ by both AM Best and Standard & Poor’s. The company provides a full range of insurance and financial services, including auto, commercial, homeowners, farm and life insurance; public and private sector retirement plans, annuities and mutual funds; banking and mortgages; excess & surplus, specialty and surety; pet, motorcycle and boat insurance. For more information, visit www.nationwide.com.
Executive Vice President & Head of Global Client Engagement
Brian is currently the EVP, Head of Global Client Engagement, where he leads the Global Client Relations, Global Product Implementations, Learning Solutions, Mass Enablement, and the Center of Excellence teams at FIS.
Prior to his current role, Brian held the role SVP, Head of Client Relations with FIS, where he centralized and led Client Care teams and Relationship Management beginning in January 2018.
In 2019, he expanded this directive to optimize all operational functions across the client lifecycle, including Product Implementations, Learning Solutions and Mass Enablement. These functions, along with Global Client Relations and the Center of Excellence, form the Global Client Engagement organization today.
Recognized five years in a row by the Customer Service Institute of America (CSIA) from 2016 through 2020, Brian was named Customer Service Executive of the Year – and in 2019, Chief Customer Officer of the Year.
Brian has been with FIS since 2009 and has held several senior leadership positions across sales and client-facing functions, including overseeing Payments Client Relations and serving as Vice President of Partner Management and Commercial Sales.
Before joining FIS, Brian held the roles of Chief Marketing Officer and Chief Operations Officer for Private Business, Inc. (now part of ProfitStars). He also held executive leadership roles in health care and consumer packaged goods spaces.
Brian has also been an active member of the Leukemia & Lymphoma Society’s ‘Team in Training’ for nearly a decade, raising over $100K over the years. He is also on the Jacksonville Executive Committee for LLS Light the Night locally. Brian has had the absolute privilege of seeing how fundraising can have an impact on the many suffering from blood-related cancers.