Das Narayandas
James J. Hill Professor of Business Administration and
Co-Chair for the Program for Leadership Development,
Harvard Business School
A well respected author of many articles on B2B marketing and customer management, Das has worked with and researched many of the world's best customer focused companies. With articles appearing in Harvard Business Review, Journal of Marketing, Journal of Service Research, Journal of the Academy of Marketing Science, Journal of Marketing Research, and Sloan Management Review, Professor Narayandas has been quoted in publications such as The Economist and U.S. News & World Report. He has consulted and/or developed and executed in-house training programs for such companies as Areva, Arrow Electronics, Alghanim Group, GE, Honeywell, Oce, J&J, Brambles, Northrop Grumman, RBS, Stryker, Merrill Lynch, Tata Group, Satyam, Liberty Mutual, 3M, Microsoft, Nortel, and Praxair among other companies in the areas of B2B Marketing, Customer Management, Strategic Marketing, Pricing, Personal Selling and Sales Management.

Laura DeSoto
Senior Vice President, Innovation & Synergy
Experian Americas
Prior to her recent move to lead enterprise innovation, Laura was senior vice president, marketing and product development for the Consumer Information Solutions Business at Experian. In this capacity she was responsible for developing, planning and executing the product development and marketing strategy for Experian's credit solutions and services. She led a team of 60 people to provide financial services clients with solutions to target, acquire, manage and maximize customer interactions by using Experian's information assets and expertise in risk management and credit marketing. In addition, she led the business unit's Net Promoter initiative, resulting in significant business results.

Laura will be presenting Experian's game changing use of the Net Promoter Discipline and how she led this strategic initiative at a global company.

Hooman Hakami
VP & GM Global Services
GE Healthcare
Hooman Hakami joined GE Power Systems in 1991 and over the past 15 years has served in various GE divisions in financial management and analysis, and business development in the US and London.

Mr. Hakami moved to GE Healthcare as CFO for the Clinical and Multi-vendor Services businesses. In 2001, he became the CFO for Global Ultrasound, and later became responsible for Operations in Ultrasound. In 2004, he was promoted to VP & GM, Global Ultrasound Services. Last year, Mr. Hakami assumed responsibility for the Global CS Services business. In this capacity, he has been responsible for the strategy and implementation of GE Clinical Systems Net Promoter initiative, and has used Net Promoter to help GE provide award-winning service to their customers.

Andy Sernovitz
CEO, Word of Mouth Marketing Association
Author, Word of Mouth Marketing: How Smart Companies
Get People Talking

Andy Sernovitz, a 15-year veteran of the interactive marketing business, is CEO of the Word of Mouth Marketing Association (WOMMA). He was a Visiting Scholar at the Wharton School of Business, where he taught Internet Entrepreneurship, and is author of Word of Mouth Marketing: How Smart Companies Get People Talking.

WOMMA is the 300-member official trade association for the word of mouth marketing industry, which is building a prosperous word of mouth marketing profession based on best practices, measurable ROI, and ethical leadership.

John I. Williams, Jr.
Director, The NPS Loyalty Forum
Bain & Company, Inc.

An experienced loyalty executive and entrepreneur, John Williams is the Director of the NPS Loyalty Forum, an information exchange offered by Bain & Company for senior executives of loyalty-leading organizations. The NPS Loyalty Forum brings together companies committed to achieving outstanding results by earning superior levels of loyalty from customers, employees, and partners. The Forum's mission is to enhance the effectiveness of its members by presenting best practices across industries and national borders, and by creating a network in which members can share, learn, and enhance those practices.

Previously in his career, John was a senior executive at American Express, where he led the U.S. Platinum Card business and the Consumer Travel Network. More recently, John has been a successful entrepreneur/CEO of a number of travel-related companies.

Dr. Laura Brooks
Vice President, Business Consulting and Methodology, Satmetrix Systems
Dr. Laura Brooks is the co-creator the Net Promoter metric with Fred Reichheld and Bain & Company. Years of research and collection of "Recommend" scores and follow-on purchase behavior across multiple industries, led Dr. Brooks and Reichheld to discover and quantify the power of Net Promoter. Since the publication of the seminal article on Net Promoter in Harvard Business Review in 2003, Dr. Brooks has worked extensively with leading companies in creating an effective Net Promoter Discipline that delivers results. Furthermore, Dr. Brooks and her methodology team have continued to pursue leading edge research into Net Promoter, and contribute daily to the Net Promoter forums.

George Hofheimer
Chief Research Officer, Filene Research Institute
George A. Hofheimer serves as Chief Research Officer for the Filene Research Institute. Filene Research Institute is "The think and do tank" for the credit union industry. Through independent research and innovation programs, the Filene Research Institute explores issues vital to the future of credit unions and financial services. Filene is dedicated to scientific and thoughtful analysis about issues affecting the future of consumer finance and credit unions. Through Filene, leading scholars and consultants analyze managerial problems, public policy questions, and consumer needs for the benefit of the credit union movement.

Hofheimer has authored numerous papers on credit union and consumer finance issues, and is a frequent presenter at credit union industry events on executive development, technology, governance and strategic planning topics. Hofheimer has recently completed a Net Promoter study of the credit union industry in conjunction with Dr. Laura Brooks.

Martyn Christian
Vice President, Marketing, Content Management
FileNet, an IBM Company
Martyn Christian oversees FileNet's global marketing strategy and operations, including the company's product and industry marketing efforts. Mr. Christian is responsible for the ongoing development and promotion of FileNet's branded products, go-to-market strategy and corporate positioning. Throughout his career at FileNet, he has had a direct impact on the company's growth and success by serving in a variety of sales and marketing positions. Christian has more than 20 years of technology sales and marketing experience with notable corporate leaders such as Olivetti and Eastman Kodak. Mr. Christian graduated with honors from Coventry University with a bachelor of arts in business studies. He is a member of the Institute of Marketing and a past Chairman of the Board of Directors for the Association for Information and Image Management (AIIM) International.

Dr. Raimund Schmolze
Vice President Customer Insights
T-Mobile International
Dr. Raimund Schmolze is responsible for the customer centric research of T-Mobile International and he provided his organization with substantial independent research regarding the Net Promoter Score to support the introduction of this key measure at the European subsidiaries of T-Mobile. He has been able to establish a corporate target logic that is supplemented with a tracking instrument that rewards NPS improvements relative to competition and enables senior management to instantly spot performance changes in both their own organization and at their competition. During the last ten months he has also established a scientific cooperation between T-Mobile and the Rheinische Friedrich Wilhelms University of Bonn, Germany and coordinates a group of social science researchers that extensively investigate the validity, application and statistical characteristics of the Net Promoter Score. Previous to joining T-Mobile Dr. Schmolze has been a management consultant with McKinsey & Company. He holds a doctorate in organizational psychology from the London School of Economics (LSE) and frequently teaches at both the LSE and the University of Bonn.

Simon Lyons
Global Head of Marketing & Communication
Aggreko Plc
Aggreko inspires confidence in their customers worldwide with their rental energy solutions. Part of the reason Aggreko is able to do this is their innovative use of Net Promoter and customer feedback throughout their global company. Simon Lyons led the Net Promoter strategy and initiative at Aggreko, and continues to evolve Aggreko's use of customer loyalty in all aspects of the business. Lyons has useful insights in how best to change current business processes using Net Promoter and the impact of those changes. Lyons' views are engaging and thought-provoking. Lyons has spoken on Aggreko's use of Net Promoter with Fred Reichheld at a recent ISBM conference.

Aggreko provides rental power generators, temperature control equipment and compressed air systems to companies around the world. They help their customers increase profits by creating opportunities, solving problems and reducing risk using their unique network of global locations, equipment and technical services.

Parke Pettegrew
Vice President, National Training
Archstone-Smith
Parke Pettegrew is currently Vice President of National Training for Archstone-Smith (a leading owner, operator, acquirer, and developer of apartment communities). Parke is responsible for the customer surveying process, survey analysis and reporting, conducting employee training and managing the business relationship with Satmetrix. Parke conducts workshops for different Archstone-Smith markets on how to improve customer service and leverage the results of resident feedback. Parke has over 20 years of prior experience in Operations and Training positions with various hospitality companies such as Holiday Inn, Enterprise Rent-A-Car and Boston Market. Prior to his current position, Parke was VP of Training & Marketing for Archstone-Smith in their West Region which represents 21,000 units in the Seattle, Portland, Northern California, Phoenix, and Southern California markets. Parke and his team were responsible for the training of over 700 associates and the marketing efforts for 72 communities. Parke holds a bachelors of arts in social science from Colorado State University and is a member of ISPI (International Society for Performance Improvement).

Richard Owen
CEO, Satmetrix Systems
CEO of Satmetrix Systems, co-developer of Net Promoter and sponsor of this conference, Owen is responsible for all aspects of strategy and day-to-day operations of the company. Owen's involvement with loyalty and customer experience began at Dell where he was Vice President of Dell Online Worldwide. At Satmetrix, Owen has worked with over 50 customers, helping the most complex companies understand and use Net Promoter to create profitable growth. Owen has extensive knowledge of what works and doesn't work in implementing the Net Promoter Discipline for leading B2B companies. An active Net Promoter blogger Owen is known for his insight and wit.

Barton Hill
Chief Marketing Officer for Mellon Investor Services
Barton Hill is Chief Marketing Officer for Mellon Investor Services, where he is responsible for developing and executing the strategic marketing plan and managing information on target customers and industry sectors. He is currently leading the company's Net Promoter initiative, which is an integral component of the company's strategy to design solutions that meet clients' current and future business needs. Mr. Hill has 20 years of experience in business and relationship development across different segments of the financial services industry. He has held general management positions in banks and securities firms including ADP Investor Communication Services, the Private Bank of Bankers Trust, Citibank's Institutional Custody business, and Shearson Lehman Hutton's Institutional Sales group. Mr. Hill holds a masters degree in business administration from New York University and a BA from Union College in Schenectady, New York.

Troy Stevenson
Vice President, Client Loyalty
Charles Schwab & Company
 Troy is responsible for client loyalty and NPS strategy and implementation within Schwab's retail brokerage business. This firm-wide focus on NPS was launched in early 2006, and is a key strategic platform for Schwab. Troy's responsibilities include developing client-loyalty-based operating metrics, implementing closed-loop feedback programs, expanding and enhancing survey processes, and bringing 'voice of the client' closer to line managers and functional leaders.

Troy's previous roles within Schwab have included serving as Head of Strategy for Schwab Financial Products and leader of the firm-wide Retirement Strategy Initiative. Prior to joining Schwab in 2004, Troy was a senior manager at the Boston Consulting Group in Chicago and New Zealand. He holds an MBA from the Wharton School and a BA from Northwestern University.

Bernhard Klein Wassink
Senior Vice President, Global Marketing
GE Real Estate
 Bernhard Klein Wassink was born and raised in the Netherlands, Europe. Mr. Klein Wassink began his career at Accenture LLP (formerly Andersen Consulting) as a Business Analyst. In 2000, he was admitted to the Partnership, and served as the lead Partner for the Marketing & Strategy practice for Financial Services companies.

He joined General Electric's Real Estate business in 2005 as Senior Vice President, Global Marketing. At GE Real Estate, he has steadily built a marketing department, including a marketing intelligence function, branding, sales training and loyalty programs. One of Bernhard's critical activities has been launching a global NPS program across their Lending and Equity businesses.

He received an MS Degree in Finance from Erasmus University in Rotterdam, and an MBA degree from the Wharton School of the University of Pennsylvania.

Rob Markey
Partner, Bain & Company
Rob Markey is a Partner in Bain & Company and the head of Bain's global Customer Strategy & Marketing Practice. Based in New York, Rob has worked with leading global companies and Bain partners around the world to define effective customer strategies. Rob has also published many articles with Fred Reichheld, and is frequently quoted in leading business publications.

Rob's involvement with Net Promoter reaches to the highest levels of executives. Rob and Bain have furthered the practice of Net Promoter, strategically helping companies tune into the voice of the customer and close the delivery gap in designing, delivering and developing customer experiences that achieve true customer-led growth.

Barry Saik
VP of Product Management, Intuit
Barry Saik leads the group of people at TurboTax that focus on ensuring that Intuit's products meet and exceed the needs of their customers. Barry has worked at Intuit for 8 years, starting as a product manager for the first versions of TurboTax Online. After a few years away from Intuit, Barry came back in 2002, working in Marketing, Tax Development and now back in Product Management. And, yes, Barry does use TurboTax exclusively to prepare his own taxes, and enthusiastically gives it a "10" when asked if he'd recommend.

Dr. Ralph Oliva
Executive Director, Institute for the Study of Business Markets, and Professor of Marketing
Dr. Oliva is the Executive Director of the Institute for the Study of Business Markets at the Smeal College of Business Administration at Penn State University. Dr. Oliva's 23-year career in business-to-business and consumer marketing has resulted in several innovations in marketing education. Dr. Oliva served as Vice President of Worldwide Market Communications and Design, and Leader of the Web Team at Texas Instruments. An active speaker worldwide, Dr. Oliva has authored 15 books, served as TV spokesperson for the application of technology to education, and is serving on the board of the Business Marketing Association as V.P. of Professional Development. Dr. Oliva brings a depth of experience from all the Members of the ISBM.

Fred Reichheld
Author of The Ultimate Question
Fred Reichheld is a Bain & Company Fellow and Founder of Bain's Loyalty practice, which helps clients achieve superior results through improvements in customer, employee, partner, and investor loyalty. His pioneering work has quantified the linkage between loyalty, profits, and growth. In the June, 2003 edition of Consulting Magazine, Fred was included on their list of the world's top 25 consultants. The “high priest” of loyalty, according to The Economist and the man who “put loyalty economics on the map,” according to The New York Times, Fred is the author of three books and eight Harvard Business Review articles on the subject.