As the Chief Technology Officer of Balto, the #1 real-time guidance platform for contact centers, Mike Goldstein leads a talented and diverse engineering team that builds innovative solutions using AI, big data, and software development. He has over 20 years of experience in transforming startups into fast-growing software companies, and a deep passion for technology, culture, and impact.

In addition to his role at Balto, Mike also serves as an advisor for Jump Capital's Impact Platform, providing strategic counsel to their investing team and portfolio companies. He has multiple patents and publications in the fields of AI, big data, and databases.

Ric is an engineer, who tripped into the call center industry about 25 years. He started a contact center planning company, called Bay Bridge Decision Technologies in 2000, and he has probably seen more contact center strategic plans than anyone on earth. He’s worked at Interactive Intelligence, Genesys, and Sharpen. He holds a Ph.D. in Operations Research and Engineering (algorithm building) from Purdue University (Go Boilers!) and is an expert in contact center modeling, analyses, and management.

Justin is a customer service expert, professional speaker, and business consultant that helps organizations maximize the strategic value of their customer experience initiatives. Over the course of his career, he’s coached and consulted with thousands of individuals around the globe on contact center and customer experience best practices. Today, Justin works with organizations to improve the impact of their performance management programs, drive more meaningful outcomes from their data, and align their customer service teams from the executive office to the front line. He is a frequent author of industry research, articles, and best practice content, a professional member of the National Speakers Association and featured expert for the New York Times, NBC Nightly News with Lester Holt, Fox News and numerous other media outlets.