Francesco (Frank) Schiliro

With more than 25 years of dynamic experience in the evolving Customer Experience (CX) industry, JD Ackley is a visionary leader guiding enterprises into the transformative era of Artificial Intelligence with a clear focus on delivering impactful business outcomes.

JD’s career began at Verizon, where he worked closely with clients to lay the foundational strategies that shaped modern call centre operations. He advanced to become a key thought leader at ConvergeOne—Avaya’s largest global business partner—where he provided strategic solutions as an Avaya Solution Architect.

At Oracle, JD played an instrumental role as a Senior Consultant, securing and optimising communication infrastructures for some of the largest enterprise contact centres. Most recently, JD spearheaded the consolidation and optimization of contact center operations for Macy’s, North America’s largest luxury retailer.

His innovative approach and deep expertise subsequently led him to establish and grow the Global CX Services business unit at Black Box, one of the fastest-growing global CX service delivery organisations. With his comprehensive understanding of modern contact centre technologies, JD is passionate about leveraging Artificial Intelligence to enhance customer experiences, drive operational efficiencies, and deliver measurable value to enterprises worldwide.