Zoom Connected CX: Turn fragmented journeys into seamless experiences

Lukas holds over 20 years of experience in the collaboration industry, He is a passionate and innovative CX Specialist at Zoom, where he leverages my extensive CX and EX experience to deliver exceptional customer experiences. Previously, he was a leader and strategist at Cisco, where he led the innovation and strategy for Webex customer engagement in Asia Pacific, Japan, and China, and led communications and strategy for Collaboration in Europe, Middle East, and Africa. His mission is to empower organisations to deliver magical experiences for their customers.

Cameron Adams leads CRM & Industry Solution Consulting at ServiceNow across ANZ. With two decades in the CX and contact centre industry, he is passionate about transforming customer operations through automation, AI, and workflow orchestration. Cameron works with enterprises across sectors to design strategies that blend human empathy with AI-driven efficiency, delivering outcomes that dramatically improve both productivity and customer experience. He is a frequent speaker at industry forums and has collaborated with leading partners such as Genesys and NTT Data on redefining the future of customer engagement.

Anders Sorman-Nilsson was born in Stockholm, Sweden and is a true Generation Y spokesman (some would say Devil’s Advocate). A reformed Australian-trained lawyer, he is now the principal facilitator and coach at Thinque.

Having been brought up as an independent thinker in a multicultural setting, Anders’ passion lays with Funky Thinking™ as a platform and as a tool to facilitate change and progress in teams and individuals. In his presentations, Anders communicates a synthesized smorgasbord of perspectives, angles and opportunities to challenge existing boundaries and develop talent, progressiveness and innovation.

Anders completed his major studies at the Australian National University on an international scholarship, and holds an Honours Degree in Law, a Graduate Diploma in Legal Practice, and a Bachelor’s Degree in Arts (International Relations) from the A.N.U., as well as a Specialisation in the Law Governing International Relations from the University of Vienna, Austria.

In his role at Thinque, Anders has co-designed the cutting-edge programs Generation Y + Generation X + Baby Boomers = Generation Talent³ ™ and Whole Mind Communications: Integrating IQ and EQ™. He helps organizations overcome the talent crisis by engaging the 3 Es – enthusiasm, expertise and experience – of the three generations in today’s workplace, thereby harnessing each generation’s unique talents so that organizations can fire on all generational cylinders. Anders’ fundamental belief is that organizations need to move from generational collision to generational collaboration in order to become true talent incubators, and he uses his Funky Thinking™ methodology to help them on this path.

Sash is a veteran in primary and secondary research with almost twenty years of experience analysing, writing and training in industries as wide-ranging as Public Sector, Healthcare, Education and Insurance.

As Vice President Industry Research, Sash helps us see the bigger picture by delving into our insights and developing thought leadership to show buyers and vendors alike where the industry is heading. She is also involved in delivering consulting projects and custom engagements.

Prior to Ecosystm, Sash was the lead Asia Pacific analyst at IDC for Healthcare and Education, where she was responsible for tracking current and future technology trends in the industries and liaising with the global team on projects and thought leadership. As an in-demand industry thought-leader, she was a regular speaker and panelist at industry events, and frequently moderated conversations between key policymakers and senior IT executives – which she continues to do for Ecosystm.

Sash holds a Masters in Education from the University of California, Irvine, and a Masters in English from Jadavpur University, India. When not at work, Sash works hard on keeping her boys and her cat in line. An avid reader, she is a keen student of the human psyche and of the sociological and genetic factors that shape it. Read more

As the Head of Global CX Solutions Engineering at Zoom, Amy leads a team who are trusted advisors and enables clients to envision how the Zoom platform can transform their CX strategy. In Amy’s extensive experience, she has held a number of esteemed roles including VP of Technical Solution Engineering at Genesys, Director of Specialty Solutions Engineering and Demo Engineering at Twilio, and 13 years at Cisco where she led a global team with a focus on technical sales and customer enablement. Amy is passionate about leveraging technology to deliver infinitely better customer experiences.