Speakers
Aleksandra Alfonso
Senior Global Manager, Customer Experience Programs,
Symantec
Aleksandra Alfonso has been with Symantec since 2001 and throughout her roles has actively driven cultural and operational change to put the customer first. She is now responsible for EMEA customer loyalty programs encompassing employee awareness and education and providing the business insight into operational change both locally and globally, to improve customer loyalty. A key achievement in her current role has been the design and successful implementation of a customer contact strategy to address outstanding customer issues identified through the Symantec relationship survey.
Aleksandra gained her 16 years of experience prior to Symantec and Veritas from Microsoft and Siemens Communications. Her roles have encompassed strategic sales and marketing planning, brand management, campaign strategy operations and execution, product marketing and internal communications.
Tony Armour
UK Sales Diretor,
BearingPoint
Tony is an experienced business development and sales management leader with more than 20 years experience in selling business and technology consulting services. He has held a variety of sales roles including global account director, regional sales manager and sales director, managing revenue streams of more than £120 million for organisations including BearingPoint, KPMG Consulting and Reuters. In his current role he is responsible for developing BearingPoint’s UK business across Financial, Public and Commercial Services sectors, and managing the consulting firm’s relationships with its key UK clients.
Christian Birck
Head of Branding,
Holcim
Christian is Head of Branding and Senior Vice President at Holcim, a global building materials group based in Zurich, Switzerland. Holcim employs over 90,000 people and has subsidiaries in over 70 countries. Christian is responsible for brand strategy, management of the group brand portfolio, external and internal research, marketing communications, trademark licensing/management and Holcim’s internal values program.
Before joining Holcim in 2005, Christian was a principal at global brand consultants Wolff Olins in London and New York where he focused on brand strategy and embedding brand behaviour. He advised the senior management of organizations including General Electric, Visa, Mastercard International, BT, Lufthansa, PricewaterhouseCoopers, Credit Suisse, ING, Rabobank and Citibank. Previously Christian worked in investment and retail banking for Dresdner Bank Group; and in advertising for such clients as Atari Computers and Konami Videogames.
He holds a Master’s degree in economics and business administration from Zürich University in Switzerland.
Dr. Laura Brooks
Vice President, Business Consulting and Methodology,
Satmetrix
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 Mr. 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.
She and her methodology team continue to pursue leading edge research into Net Promoter, including published studies on credit unions and cultural differences in customer loyalty surveys and Net Promoter Scores. Dr. Brooks holds a Ph.D. in Industrial/Organizational Psychology from Rice University and a BS degree in Psychology from Duke University.
Andrew Clayton
Vice President and Operations Director,
Allianz Insurance, UK
Andrew Clayton is currently Vice President and Operations Director of Allianz SE, one of the largest financial services groups in the world, with more than 70 million customers across 70 countries and total revenues in excess of £100bn.
Andrew has worked in the financial services industry for over 20 years in many parts of the world spanning The Americas, Asia and Europe. For the last three years, Andrew has been responsible for driving Customer Focus throughout the Allianz Group. He has enabled this work through the build up of customer capabilities and key tools including segmentation, bottom-up NPS, complaint management, and service recovery.
Deborah Eastman
Chief Marketing Officer,
Satmetrix
Deborah Eastman leads the global marketing efforts of Satmetrix, the co-developer of Net Promoter and the leading global provider of applications and consulting services to measurably improve customer loyalty. She brings extensive experience in marketing, sales, and strategic business development. She has spent her career working with customers to deliver solutions that leverage new technology to drive improved business performance.
Prior to joining Satmetrix, Ms. Eastman was the Managing Principal of Windward Solutions, providing advisory services to business-to-business marketing professionals. Previously, she was Executive Vice President of Sales & Marketing and Chief Marketing Officer for Biz360, an information services company that provides Market Intelligence to marketing executives. Before joining Biz360, Deborah served as a Vice President and Managing Director at BearingPoint (formerly KPMG Consulting), where she held a number of global leadership positions including marketing, global accounts and strategic partnership development.
Jana Eggers
CEO,
Spreadshirt
Jana Eggers joined Spreadshirt in November 2006 to grow the North American corporation and to help manage the global corporation. In August of 2007, Jana was named Spreadshirt's global CEO.
Jana brought both her passion for the customer and innovation to Spreadshirt, which has mixed well with the creative and dedicated global team. She's excited to lead Spreadshirt's three business units - direct to customer shopping, shop partner platform, and design competitions - serving different customers that together build a strong proposition for the market. She also likes the opportunity to express herself everyday wearing a Spreadshirt with her own message.
Jana came to Spreadshirt from Intuit where she founded the corporate Innovation Lab and ran the company's fastest growing business unit, QuickBase - an online application platform. Prior to Intuit, Jana held executive and technical positions at American Airline's Sabre, Lycos, Los Alamos National Laboratory, and several start-ups. Her work in innovation and leadership has been recognized with Mass High Tech's Women to Watch award in 2004; Intuit's CEO Excellent Award in 2005; and Hendrix College's Odyssey Award for Professional and Leadership Development in 2007. She has been featured in Business Week and Fortune magazines, and is a frequent invited speaker on technology, business, innovation, and leadership
Peter Harmer
CEO,
Aon UK
Peter was appointed CEO of Aon Ltd. – Aon Corporation’s U.K. operations – in January 2007 after running Aon's Australian operations since 2000. He has worked in the insurance industry for over 28 years, spanning underwriting, reinsurance broking and retail insurance broking.
He joined the Aon Group 20 years ago and has spent that time building businesses, innovating products and services and developing high-performing teams. He has held various roles in Australia including managing director of John C. Lloyd Reinsurance Brokers in 1992, driving the merger of John C. Lloyd and Alexander Howden in 1996, being appointed chairman of Aon Re in 1998, and serving on the board of Aon Re International over the same period.
Malcolm Hingley
Sales Director,
Travel Counsellors
Malcolm Hingley is Sales Director for Travel Counsellors, one of the UK’s largest independent travel companies, with 900 Travel Counsellors working from home throughout the UK and overseas. Malcolm joined Travel Counsellors in 2002 and has over 30 years experience in the travel industry. His previous roles include regional sales manager for Hogg Robinson, general manager at Going Places and business development manager for First Choice-owned Travel Choice.
Malcolm started his career at Travel Counsellors as Training Manager. His experience and passion led to him becoming Head of Sales the following year before being promoted to Sales Director in January 2004. His responsibilities include the motivation, training, sales development and customer relationship management of the company’s Travel Counsellors.
Glenn Jones
Chief Marketing Officer,
HiFX
Glenn joined HiFX Plc in 2004, as Director of IT, responsible for strategy, consolidating group IT initiatives and driving the implementation of straight through processing and online trading capability. Having laid the technology foundation for HiFX, Glenn has moved on to lead the marketing and business development initiatives within the group. He has previously held senior roles within several FTSE100 and global Blue Chip companies.
Henry Jones
Managing Director, UK,
Satmetrix
Henry Jones is Director of Business Consulting for Satmetrix in Europe. He is an experienced consultant in the area of Customer Experience Management and has extensive experience in working with blue-chip clients to develop Loyalty Programmes that successfully deliver true business benefits. Henry's past clients have included: Affiniti (Kingston Communications), BOC, HSBC, O2, NEG, Siemens Communications, TNT, T-Mobile and Vodafone. Henry joined Satmetrix in October 2006 where he is using his considerable experience to help key clients develop programmes that successfully meet business objectives. Henry has a BSc in Psychology and an MBA from Imperial Business School.
Conny Kalcher
Vice President Consumer Experiences,
LEGO Company
Conny Kalcher joined the LEGO Company in 1985, and has held key management positions in departments ranging from toys and software to publishing, theme parks, and innovation and marketing. She is currently global leader of Consumer Experiences, ensuring that the company constantly improves the understanding of the LEGO consumer and uses insights to create even better experiences for all LEGO fans. Before this role, Conny was Vice President - People, Culture and Corporate Communications, orchestrating the turnaround of HR strategy in cooperation with the LEGO board. She has also served as Vice President for the Global Marketing & Innovation department, responsible for lines including LEGO City, Harry Potter, Spiderman and Star Wars.
Before joining the LEGO Company Conny taught secondary school children in Denmark for eight years. She holds a degree in International Marketing and has attended senior development programs at both Insead in France and London Business School.
Kip Knight
Vice President of Marketing,
eBay
Kip Knight has worked at eBay, the world’s largest online shopping site with over 200 million users and sites in 33 countries, since 2002, holding various marketing and general management roles on both the U.S. and international businesses, including regional Vice President and the Head of International Marketing and Category Management.
Over the past 25 years, Mr. Knight has worked in over 80 countries around the world. He spent 10 years in Brand Management at Procter and Gamble in charge of brands such as Ivory Soap as well as working on the development and launch of new food and beverage brands such as Olestra. He also worked in PepsiCo's international restaurant division where he served as General Manager of North Latin America, head of marketing for KFC International, and Chief Marketing Officer for Taco Bell. He earned his B.S. degree from LSU in marketing and his MBA from the University of Cincinnati.
Crispin Manners
Director of Service Innovation,
Kaizo
Crispin Manners is a recognised authority in harnessing the power of Word-of-Mouth as part of an integrated communications strategy. He has over 25 years experience in delivering PR solutions for brands as diverse as 3Com, Simple and Unilever, and is the creator of the award-winning communications planning and management regime – ValueFlow – that won Kaizo the accolade of the UK’s Innovative Company of the Year in 2003. Crispin has used NPS as a foundation research technique for consumer ‘listening’ and consumer engagement methodologies with Kaizo clients.
Crispin is the immediate past Chairman of the Public Relations Consultants Association (PRCA), a Fellow of the Chartered Institute of Public Relations (CIPR), a Freeman of the Guild of PR Practitioners, and Chairman elect of the European region of the Worldcom PR Group.
Dr. Paul Marsden
Director,
Clickadvisor.com
Dr. Paul Marsden heads up Clickadvisor, the digital insight division of the London-based innovation consultancy Brand Genetics. A specialist in Net Promoter Score and the role of brand advocacy in successful innovation, Paul led the London School of Economics team that validated the link between the Net Promoter score and business performance in the UK. With an online research career spanning 10 years, Paul co-founded the successful web research agency Brainjuicer.com, and has conducted innovation research for wide range of leading brands including Astra-Zeneca, American Express, GSK, Coty, Nokia, Siemens, and Unilever. He is author of the business book, Connected Marketing and has a PhD (psychology) in word of mouth influence.
Dr. Halina Miglus
Head of Customer Experience,
HSBC Global Resourcing
Dr. Halina D. Miglus is the Head of Customer Experience for HSBC Global Resourcing. Her focus is on using voice of the customer data to align strategic intent of business units with operations execution. Halina joined HSBC as part of an early-stage online business and then moved to product development and marketing. She was an investment analyst at Fidelity Investments and ran the America's Region polio eradication Program for Rotary International. She has an MBA from the Kellogg School of Management (Northwestern University); M.Sc. in epidemiology from the Harvard School of Public Health; and a D.M.D. from the Harvard School of Dental Medicine. Her undergraduate degree is in Spanish Literature and Language from Goucher College in Baltimore, MD.
Richard Owen
CEO,
Satmetrix
Richard Owen is responsible for all aspects of strategy and day-to-day operations of Satmetrix. His involvement with loyalty and customer experience began at Dell where he was Vice President of Dell Online Worldwide. Responsible for all aspects of Dell's Internet strategy and online business revenues on a worldwide basis, he built Dell's online business to cover 50 percent of the company's sales volume. At Satmetrix, Owen has worked with over 50 customers, helping the most complex companies understand and use Net Promoter to create profitable growth. He has extensive knowledge of what works and doesn't work in implementing the Net Promoter Discipline for leading B2B companies. He holds a Bachelor's degree from Nottingham University in England, and a Master's degree from MIT Sloan School of Management.
Fred Reichheld
Author of The Ultimate Question and Bain & Company Fellow
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, Mr. Reichheld 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, Mr. Reichheld is the author of three books and eight Harvard Business Review articles on the subject.
Sean Risebrow
Director of Customer Experience,
Virgin Media
Sean Risebrow is Director of Customer Experience for Virgin Media, the UK's leading entertainment and communications company, where consumers can for the first time get everything they need from one company - a "quadplay" of TV, broadband, phone and mobile.
Sean has worked in the communications industry since 1983 and has held a number of senior sales, marketing, operations and business change roles. Over the last 12 months he has led the implementation of Virgin Media's Net Promoter programme which now tunes into the voice of the customer every day across every single customer touchpoint. He is responsible for driving this customer feedback into the everyday business-as-usual activities, aligning the business around what the customer has said, in their own words, is most important.
Glenn Rogers
Director, Customer Experience,
Logitech Inc.
Glenn has enjoyed an exciting career in the fast-paced IT industry and has recently been tasked with leading a new Customer Experience Initiative at Logitech, the world's leading computer peripherals manufacturer. Glenn, a passionate marketeer by training, started his career at Dell Computer in the UK, moved to Switzerland with Logitech working in Product Management, Sales and Business Development, and has recently moved to Logitech headquarters in Silicon Valley to build a Customer Experience Organisation and promote Customer Delight throughout the company.
Glenn is a member of the British Chartered Institute of Marketing and a recent graduate of the Executive MBA Programme at IMD, Europe's leading Business School. Glenn has lived and worked in five countries and is trilingual.
Simon Smith
Director, Customer Growth - EMEA,
GE Money Bank
Simon Smith has been with GE for 11 years in a number of senior management and leadership roles. His current role is the Commercial Development Director for EMEA for GE Money Bank. Simon is responsible for overseeing change management initiatives, operational effectiveness (LEAN), strategic marketing initiatives, client development and growth (NPS) and elements of human capital development for 24 businesses. Among other responsibilities, he has focused on B2B and B2C strategic client interactions; leading the introduction of marketing DNA and operational effectiveness across EMEA; and leading the pan-EMEA rollout of a new customer centricity culture change programme for all P&Ls/CEOs. Simon has spearheaded the linkage of NPS and LEAN plus an operating rhythm of “Customer Experience Councils” to drive effect for the local customers and business CEOs.
Pascal Viginier
Executive Vice President of Sales and Service,
Orange France
Since September 2006, Pascal Viginier has led commercial operations for Orange in France, responsible for sales and services of the company’s full range of telecommunication, information, and entertainment services. Orange is the key brand of France Telecom, the number three mobile operator and the number one provider of broadband internet services in Europe.
During his career with France Telecom, Pascal has served in a wide range of leadership roles spanning commercial operations, R&D, and information systems. He is an advocate of customer experience within the organisation, drawing on over 25 years of experience serving telecommunications customers.
Alan Woollam
Director,
Xperience Associates
Alan Woollam founded Xperience Associates in 2006 to provide customer experience consulting services to leading companies. He has advised the senior management of organisations including Shell International, Nokia, and Hewlett Packard. Prior to forming Xperience Associates, Alan held a number of global positions championing customer loyalty in The Americas, Asia and Europe. At Digital Equipment he led several customer loyalty programmes, and at Compaq he served as Customer Advocacy Manager for Europe, Middle East and Africa following the merger with Hewlett Packard. Alan has extensive experience leading in-house market research to provide actionable insight and developing customer & channel partner loyalty programmes to deliver business benefits. He holds a Masters degree in Industrial Engineering and Management from Cranfield University.
James Young
Director, Business Consulting, EMEA,
Satmetrix
James is a senior consultant for Satmetrix and head of Satmetrix Business Consulting in Europe. James provides international organisations with expertise in customer management, particularly customer experience management, specifically working with board level executives to determine how to enhance the customer experience whilst strategically achieving balanced growth and profitability. He began his career at Hoechst-Schering and then at Aventis moving to work with specialist technology and consultancy firms both in the UK and Germany. James holds a BSc from the University of Aberdeen and an International MBA from Aston Business School.