Speakers

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.

Andy Brierley
Project Director
De La Rue
Andy Brierley is Project Director for My Contribution at De La Rue. De La Rue embarked on a programme to improve productivity by engaging all employees. My Contribution is that programme and its ethos is employee engagement, which has to deliver tangible benefits and cultural change for the business. Andy comes from a background of senior management positions, running businesses for Honeywell across the commercial and industrial landscape. His area of expertise is change management in people-intensive businesses, and although a Six Sigma Black belt, he advocates a very hands-on, involve-all approach to business improvement. Andy started life as a service engineer and has experienced the highs and lows of business at all levels of an organization. He has operated in over 30 countries and brings that wealth of experience to bear in a very practical manner.

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 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 recently published studies on credit unions and cultural differences in customer loyalty surveys and Net Promoter scores. Dr. Brooks holds a PhD in Industrial/Organizational Psychology from Rice University (Houston, Texas) and a BS degree in Psychology from Duke University.

Martyn Christian
Vice President, Worldwide Marketing
IBM Enterprise Content Management
As vice president of Worldwide Marketing, Martyn Christian oversees IBM's global Enterprise Content Management (ECM) marketing strategy and initiatives. He is also responsible for the on-going development and promotion of IBM's ECM products, go-to-market strategy and segment positioning.

Christian joined IBM last year as part of the company's acquisition of FileNet, Corp., a leading provider of Enterprise Content Management solutions. During his 15 years at FileNet, Christian held a variety of sales and marketing positions, most recently as the chief marketing officer and executive vice president.

Christian has more than 20 years of technology sales and marketing experience with leading organizations such as Olivetti and Eastman Kodak. He 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.

Margaret Conley
Director of Consumer Insights
LEGO Company
Margaret (Peggy) Conley directs the development, implementation and communication of global consumer research for LEGO Company. She built a global Net Promoter program that in two years measured a 20% increase in Net Promoter Scores. The secret to her success is in understanding the why's behind the scores, recommending actionable improvements, and obtaining upper management buy-in to the program.

With almost 20 years of marketing research experience, Conley has devoted her life to designing and implementing consumer satisfaction programs for a variety of clients and types of industries including Aetna Health Plans, LIMRA International, and MORPACE International. She helps companies target consumers through segmentation and foundational research, specializes in improving consumer experience, and effects measurable improvements that impact the bottom line.

Ms. Conley has an MBA from McGill University in Montreal, a BA from the University of Vermont and completed three marathons.

Steve Dee
Head of Client Loyalty
Swiss Reinsurance Company
 Steve Dee became the Head of Client Loyalty at Swiss Re when his division of GE was acquired by Swiss Re in 2006. In this position, Mr. Dee continues the work he began at GE with responsibility for global coordination of client research, including Net Promoter Score, for all of Swiss Re.

At GE, Mr. Dee assumed segment leadership roles and in 2002, he rolled into Quality. In 2004, he acquired Six Sigma Black Belt certification. In 2004, he joined the Marketing team as Customer Connect Leader, driving a portfolio of customer-focus initiatives including Customer Relationship Management, Customer Satisfaction and Net Promoter Score.

His career started with Kemper Reinsurance in a treaty underwriting position. He has held various underwriting and underwriting leadership positions including stints in Sydney and London until Kemper was acquired by GE in 1998. Mr. Dee graduated in 1981 from DePauw University in Greencastle, Indiana.

Béatrice Dupuis
Directeur process et satisfaction abonnés
Groupe Neuf Cegetel
 Béatrice Dupuis is director for training, process, new offers and member satisfaction of New Center, the member service division of Groupe Neuf Cegetel, the leading alternative telecommunications services operator in France. The Groupe has succeeded in all sectors of the market, from residential and SOHO (Small Office/Home Office) to major corporations, as well as other carriers and Internet Service Providers, resulting in 2006 revenues of €2,897 million.

Dupuis's business experience began in B2B major account sales, including a sales management position at SIRIS. She joined AOL France prior to their acquisition by the Neuf Cegetel group this autumn. At Neuf Cegetel, Dupuis?s main mission is to increase member satisfaction by focusing the company on optimizing the main drivers of Net Promoter, such as training, developing new offers and improving their launch process. Dupuis has a master?s degree in business from CERAM, ESCAE, Nice.

Martin Green
Managing Director - EMEA
Satmetrix
 Martin Green is the Managing Director of Europe, Middle East and Africa (EMEA) Region. In this role, Green leads all sales and business operations for the region. Green has an extensive track record in managing complex global customer experience programs, with a specialization in the international telecommunications and technology arena. Green has designed and managed the overall relationship for significant customer experience engagements with Fortune 100 companies such as Hewlett-Packard, Lucent, Nokia, and AOL-Time Warner. Prior to joining Satmetrix Systems, Green worked as an account executive for several leading global consulting and research firms. Green has a bachelor's degree from London University and an international MBA awarded by Leicester University (UK), Universite de Savoire (France), and Fachhochschule des Sarlandes, (Germany).

Nadya Hijazi
Head of E-Commerce Strategy & Research, Global Transaction Banking
HSBC
 Nadya Hijazi has global responsibility for HSBCnet, the bank's internet portal for their global corporate, commercial and institutional banking clients, and has been the driving force behind HSBC's adoption of Net Promoter Score as a key performance metric for HSBCnet. Net Promoter is part of HSBC's recent initiatives to engage more directly with their client base and drive change.

Hijazi is a career banker with multinational experience, having also worked in the Middle East. Previous to her current global role, she has also worked on a wide range of the bank's e-channels, leading the development and implementation processes both domestically and regionally.

Hijazi graduated with honours from the LSE with a Law Degree. She has a distinction in the ACT International Cash Management Certificate and won the Prize for the International Cash Management Paper, 2004. She is also PRINCE2 certified and a trained Six Sigma black belt.

Henry Jones
Director of Business Consulting, EMEA
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.

Bernhard J.W. Klein Wassink
Senior Vice President, Global Marketing
GE Real Estate
 Bernhard J.W. Klein Wassink, a recognized global leader on strategic marketing and customer relationship management, is responsible for driving growth through deeper customer relationships for GE Real Estate's 5 business units and 24 global markets, which includes leading GE Real Estate's NPS program. Viewed as a next-generation version of the quality and customer service platforms for which GE is well known, Net Promoter can enhance the deal experience for equity partners and borrowers, spur product enhancement and investment opportunities, and ultimately, growth.

Prior to joining GE in 2005, Klein Wassink was a partner in Accenture's global Financial Services group, where he was responsible for marketing and strategy development for the firm's U.S. financial services clients. An acknowledged authority on business and marketing strategy, Klein Wassink has published a number of articles, including “Unlocking Value through Customer Insight” (Financial Services Marketing), “Institutional CRM Delivers Value in Tough Times” (Wall Street & Technology), and “The Ultimate Metric” (Commercial Property News). He holds an MBA from The Wharton School and a MS in business administration from the Rotterdam School of Management.

Kevin Knowles
Customer Engagement Manager
Satmetrix
Kevin Knowles, Customer Engagement Manager, has been with Satmetrix since January 2005, implementing and developing customer loyalty programs for several global customers. In his previous position at NOP Research Group, one of the largest global market research firms, he was responsible for managing multinational online and telephone research for many technology and telecoms firms. He holds an MA in Politics from the University of Edinburgh, Scotland.

Sinéad Kwant
Vice President - Marketing Strategy & Market Intelligence
Philips International
As Vice President of Marketing Strategy & Market Intelligence, Sinead Kwant has responsibility for the development & advancement of Philips market-driven practices across marketing strategy, innovation and marketing planning. In this role, she also oversees the deployment of the Net Promoter Program, with particular focus on the change management aspects. Net Promoter Score is a recent initiative by Philips. An initiative which directly supports the market-driven agenda with a customer based non financial metric on the all-round quality of Philips customer experience.

Sinéad has extensive international sales & marketing experience with leading FTSE 50 beverage companies. Prior to joining Philips in 2006, she was Global Trademark Vice President for Allied Domecq Spirits & Wines Liqueurs portfolio, responsible for the global trademark strategy development, alongside playing an integral role in the leadership team driving successful organisational change from operationally-led to market-led.

Sinéad holds a BA in International Marketing, German & French from Dublin City University & a post-graduate in International Business from Tilburg University, The Netherlands.

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.

Dr. Paul Marsden
Director, ClickAdvisor.com, formerly with Enterprise LSE
Dr. Paul Marsden is a market researcher specializing in the Net Promoter Score with the London-based marketing agency Brand Genetics. Previously with Enterprise LSE, the commercial arm of the London School of Economics, Dr. Marsden led the team that validated the link between the Net Promoter Score and business performance in the UK. With more than 15 years of research experience, including work with Astra-Zeneca, Dr. Marsden co-founded online research agency Brainjuicer.com and works with leading brands including LVMH, Bacardi, Coty, Nokia, T-Mobile and Unilever. Author of Connected Marketing and a PhD in word of mouth communication, Dr. Marsden is on the advisory boards of Word of Mouth Marketing Association and the Viral and Buzz Marketing Association.

Vince Nowinski
Principal Methodologist
Satmetrix
Dr. Vince Nowinski is Principal Methodologist of Satmetrix Systems. With over 10 years of experience in the areas of customer satisfaction, customer loyalty, employee opinion surveys, and usability, Dr. Nowinski has helped to design global programs focused on strategic growth, profitability, and customer retention for Satmetrix's largest and most strategic accounts. He is responsible for overseeing the content and methodology associated with Satmetrix's suite of Customer Experience Management solutions.

Dr. Nowinski earned a Ph.D. in Social Psychology from Stanford University, where he worked with Dr. Hazel Markus. He also holds a B.A. in Psychology from the University of Notre Dame. He is a member of numerous professional organizations, including the American Psychological Association, the Bay Area Special Interest Group on Human-Computer Interaction (BayCHI), and the Usability Professionals Association (UPA).

Richard Owen
CEO
Satmetrix
Richard Owen is CEO of Satmetrix, the co-developer of Net Promoter, and is responsible for all aspects of strategy and day-to-day operations of the company. 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.

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.

James Young
Managing Consulting - Europe
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.