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In today’s digital era, customers expect service within seconds – whether it’s calling AAA to rescue them or contacting patient access personnel to schedule an appointment or contacting a bank to pay their bill.

To enhance customer engagement and service, it’s imperative for organizations to leverage artificial intelligence and empower its employees by giving them access to consistent, centralized information so they can respond with accurate answers to questions and concerns.

In fact, chatbots are key to delivering an omnichannel customer service experience, as they can understand voice, text and tone of inquiries and are designed to resolve basic customer service issues.  The bots are also available 24×7 and can free up humans to focus on more complex and innovative programs. In short, bots and humans must collaborate seamlessly to transform user experience, while positively impacting a company’s bottom-line.
The panelists will discuss:

  • Why businesses, especially hospitals and healthcare institutions need to adopt AI to innovate
  • Why bots won’t replace humans
  • What competitive customer/member experience looks like
  • Best practices
  • Steps an organization can take to improve overall engagement and experience.


6:00 – 6:30 pm Networking/Light Refreshments
6:30 – 8:00 pm Panel Discussion


Stephen Pappas
Head of North American Operation, Sr. V.P. and CMO, Panviva

Stephen PappasSteve is obsessed with delivering excellent customer experience and making sure their needs are met and questions, answered — whether it’s the six businesses he built or a company he is working at. As the head of Paniva’s North America operation, Steve is focused on growing the company, ensuring the software is delivering value to customers and maintaining Panviva’s competitive edge.

In additional to being a life-long student and musician, Steve’s passion is learning about people’s ‘path-not-taken’ stories and helping them realize their dreams. He lives in New Hampshire with his wife and boys.



Jaime Punishill
Chief Marketing Officer, Lionbridge


Jaime PunishillAs Chief Marketing Officer, Jaime Punishill is responsible for leading global product development and marketing efforts including brand, content, demand generation, digital, and product marketing.

Jaime is a recognized leader in brand strategy, innovation, and digital experiences, having most recently served as the head of brand strategy and digital marketing at a top financial services company and led the relaunch of its brand. His previous positions at other financial services organizations include global head of content and digital distribution, in which he designed and built a suite of products and services powering more than 1,000 financial firms, media partners’ portals, and apps.

Jaime earned a Bachelor of Arts in History & Political Science from Stanford.


Claritza N. Abreu, MSCIS
Vice President, State Street Corporation
Claritza AbreuClaritza Abreu is a Vice President of Enterprise Technology Risk Management for State Street Corporation and a senior faculty of Information Technology at Boston University and the Cambridge College. Previous to State Street, Claritza held Sr. IT executive positions at the Federal Reserve Bank, at the MA Secretary of Health and Human Services and at the Boston Public Health Commission.
Claritza is passionate about community service supporting public health research, STEM education, mentorship, and social issues. Her professional profile and personal journey has been featured in national and local media, she has been distinguished with multiple important awards including the “Women to Watch” award from the Mass High Tech Magazine, the “Excellence in Technology Award” by the Governor of MA among others.
Her most recent accomplishment is the launch of an information technology start-up that developed a cutting-edge mobile social media platform for companies and non-profits to manage community engagement, customer relations and internal communication.
Claritza holds a Bachelor’s degree in Computer Systems Engineering and a Master’s Degree in Computer Science from Boston University as well as several graduate certifications in technology, leadership and public administration.


Larry Kim
CEO of MobileMonkey

Larry KimLarry currently lead MobileMonkey, a leading Facebook Messenger Marketing platform used by thousands of customers world wide. He’s also the Founder of WordStream, the World’s leading PPC marketing platform, managing approximately 1-Billion in ad spend for over ten thousand customers world-wide, and acquired for $150 million in May, 2018.




Parna Sarkar-Basu

Parna Sarkar-Basu is a corporate marketing strategist, and CEO of Brand and Buzz Marketing. Leveraging her two passions – technology and brand building – Parna humanizes corporate brands, builds thought leaders, simplifies the complex and creates industry buzz to elevate companies to new heights. She has been instrumental in propelling tech companies into innovation leaders in highly competitive markets, including robots, storage systems and enterprise software. 

Recipient of multiple awards, Parna serves as a strategic advisor to entrepreneurs and executives in the U.S. and Europe, and works with them on a variety of initiatives, including corporate and product positioning, brand development, and market expansion. Parna has led marketing and communications functions for various global companies, including Kaminario, iRobot, iCorps Technologies, Invention Machine (acquired by IHS), Verivo Software (acquired by Appery) and PTC.

We look forward to seeing you there!

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