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Stephen Pappas

With more than 20 years of experience in enterprise software sales and operations, Stephen Pappas is the Executive in charge of Panviva’s North American operations, directing Panviva’s expansion throughout Health Care, Financial Services and various other select industries in the market. He was instrumental in building Panviva’s innovative “Agent Guidance” Methodology and SupportPoint delivery technology that helps many customer service and engagement groups provide the highest level of support, service and satisfaction to their customer’s experience. He previously served as an International Head of Harte-Hanks’ Trillium Software, where he took their enterprise data management offering and expanded distribution and direct sales to 54 countries. Other roles have included Executive Vice President of a SaaS software start-up and Director of Sales and Business Development at PageFlex. Steve is a well-respected expert in Customer Service and Customer Experience and has presented his expertise at many conferences including CXPA, eLearning’s Performance Support, Hitachi CXO Boot Camp on Data Quality and 360-degree view of the Customer, National Summits for health insurers, Big Data conferences in the US and Brazil, and at the ATA Call Center conference in Sydney, AU. Steve also spends time mentoring startups and entrepreneurs, advising them on the importance of the overall customer experience.  Additionally, Steve has built his own Charter Airline, a chain of Travel Companies, a National Cruise Outlet, a motivational publishing company and a Convention Company –all with a reliance on Customer Experience and Satisfaction. Steve had built his first call center to support all of these start-up’s efforts in 1998. Since then, Steve has been involved in Customer Service and exploring how to better serve the customer’s needs.

Steve had also hosted a weekly syndicated radio travel show and was the Producer of a weekly vacation showcase TV show.

Most Recent Speaking Engagements:

  • Keynote at CRM Event in Sao Paulo, Brazil 2007
  • Verint User Conference- Keynote 2009
  • Verint User Conference- Breakout 2010
  • Health Plan Alliance – Customer Service Annual (2009-2011)
  • Health Plan Alliance – Customer Service 2012 (1/2-day boot camp workshop on Customer Service Performance)
  • World Congress Leadership Summit on Leveraging Superior Customer Service: Breaking The Customer Code (1/2-day boot camp workshop on Call Center Performance Improvements)
  • Brazil CRM show keynote
  • SAP session on Customer Lifetime Value at Coca Cola World headquarters in Atlanta Invited to present a full-day executive boot camp to Hitachi Exec off-site retreat

Other speaking sessions:

  • Gartner CRM in Paris
  • Czech Telecom
  • Hitachi Executive Team in Nagoya, Japan
  • CRM Conference in Tokyo
  • NCDM show Orlando
  • Drupa Germany
  • CeBit Germany
  • GraphExpo Chicago
  • Led, chaired or moderated over 100 webinars