The 5th Customer Experience Summit
May 20 – 22, 2013 New Orleans, Louisiana
Meet Our Speakers
Erik Eaker
Erik Eaker leads Humana’s Group Segment Experience Practice and is responsible for the
end-to-end experience of brokers, employers and members across the full-suite of
Humana’s health and productivity solutions. Prior to this role, he served as Chief of
Consumer Experience for Humana Vitality, a comprehensive wellness solution focused on
physical activity, education, screenings, tobacco cessation and nutrition.
Erik has served Humana overseas, living five years in London, England consulting with
England’s Department of Health, directing international business development activities
throughout Europe, South America, the Middle East and Asia, and serving as Humana
Europe’s Operations Director where he oversaw the delivery of commissioning knowledge,
tools and program management capabilities to Humana Europe’s NHS customers in
England.
Director, Group Segment
Experience Practice
Humana, Inc.
After beginning his career at Blue Cross Blue Shield of North Carolina in 1997, Erik was
recruited by Humana’s Chief Innovation Officer in 2000 to spearhead the design and
implementation of a new e-enabled, consumer-centric care strategy. Erik received his MHA
and BSPH from the University of North Carolina at Chapel Hill's School of Public Health and
served as a U.S. Peace Corps volunteer in the Philippines.
Patricia Ballantyne
Patricia Ballantyne is Vice President of Customer Experience at Knowledge First Financial,
one of Canada’s leading providers of education savings plans.
After graduating with a Bachelor of Arts in Psychology from the University of Western
Ontario, Patricia worked briefly in social services. After moving to Toronto, Ontario, Patricia
worked for a then ‘start up’ cellular phone business (now Rogers Communications) and
discovered her passion for making a positive impact on the customer experience.
Patricia spent the first half of her career in telecommunications before moving to financial
services. Over the course of her 20-plus year career in customer service, she worked in all
facets of operations including customer retention, budgeting and reporting, back office and
front office support in both in house and outsourced environments.
In her current role, Patricia has made a measurable, positive impact on the customer
experience by leading improvement initiatives that have transformed ‘customer service’
from being an issue for the organization to one the adds value to customer interactions,
improved customer retention year over year, achieved Top Tier customer satisfaction
ratings, mapped the end to end customer experience and improved key customer touch
points across the customer lifecycle and increased KPIs on vendor performance.
Vice President, Customer Experience
Knowledge First Financial
For nearly 50 years, Knowledge First Financial* has helped thousands of Canadian families
make post-secondary education possible for their children. As of April 30, 2012 Knowledge
First Financial has $3.2 billion in assets under management, and had paid out $2.5 billion to
subscribers and students.
Joe Wheeler
Joe Wheeler is the Executive Director of The Service Profit Chain Institute, a Boston-based
consulting firm dedicated to helping our clients succeed by connecting the links between
employees, customers and profits. The company was founded by Mr. Wheeler and Professors
James Heskett and W. Earl Sasser of the Harvard Business School. In 2008, Mr. Wheeler coauthored the book: The Ownership Quotient, Putting the Service Profit Chain to Work for
Unbeatable Competitive Advantage (HBS Press Dec 2008) with Professors’ Heskett and
Sasser.
Prior to launching The Service Profit Chain Institute, Mr. Wheeler was the Quality and
Productivity Executive for Bank of America. Before that, he was an Executive Vice President
with The Forum Corporation where he managed the firm's Customer Experience Consulting
Practice and co-authored a best-selling book on the subject, Managing the Customer
Experience – Turning Customers into Advocates (FT Prentice-Hall 2002).
Mr. Wheeler completed his Master’s in Business Administration at the Edinburgh Business
School.
Executive Director
The Service Profit Chain Institute
Kelly Harper
Kelly Harper is Director of Customer Experience Learning for BMO Financial Group – a newly
created role within the BMO Institute for Learning. Kelly is accountable to embed Customer
Experience into enterprise learning and development and foster a culture of customer
experience innovation.
Prior to her current role she was Director of Brand & Customer Experience; an enterprise role
accountable, from a CE perspective, to drive and implement strategy to build a unique
customer experience and champion this across the broader organization; and, from a brand
perspective, accountable to develop and manage the ongoing implementation of a clear and
articulated best-in-class brand strategy.
Kelly has been at the forefront of Customer Experience at BMO since the launch of their vision
“to be the Bank that defines great customer experience” in 2008. She describes herself as the
resident “Customer Experience evangelist, coach and quarterback” - working with lines of
business and Corporate Groups to help strengthen their connection to the customer and
reengineer experiences that are valued by the customer and valuable to the organization.
Director of Customer Experience Learning
BMO Financial Group
Kelly joined BMO Financial group in October of 1997 and has held various roles within
Marketing. She spent the first 11 years at BMO as part of the Wealth Management Marketing
team, before joining Corporate Marketing in 2008 with the re-launch of the BMO brand. Kelly
holds has a Bachelor of Commerce and Masters of Management Studies, both from Carleton
University in Ottawa, Ontario.
Dann Allen
Dann Allen is a Customer Experience leader with a passion for shaping how
organizations interact with their customers. For more than 10 years, he has led
cross-functional programs and managed internal functions to deliver dramatic
improvements in loyalty, satisfaction, revenue, and cost reduction.
For two years, Dann has been Head of Experience Design & Improvement for the
Automobile Association of America’s 2nd largest club based in Northern California.
He uses Voice of the Customer data and leads cross-functional efforts to improve
multi-channel experiences.
Prior to AAA, Dann was Head of Customer Experience for Sprint’s Prepaid Division
for 2.5 years. Dann won Sprint’s “Circle of Excellence” for his outstanding
contribution to CE. His division progressed in JD Powers’ survey rankings during
that time and achieved #1 in 2010.
Head of Experience
Design & Improvement
AAA
Prior to Sprint, Dann held various senior leadership roles in Sales, Marketing, and
Operations at Beyond Philosophy, a Customer Experience Consulting firm with
offices in London and Atlanta.
Rich Brecht
Rich Brecht brings 20+ years of Contact Center and Retail experience to his current role
within MAG Retail Group. The group includes J&P Cycles and Motorcycle Superstore, which
combine to forge the largest retailer of motorcycle aftermarket parts, accessories, and riding
gear in the world. The group is truly a multi-channel marketing and fulfillment organization.
Rich has launched and managed customer support programs for 20 of the current Fortune
500 companies. During his tenure as Director of Teleservices for a 3rd party contact center,
he led a customer care program for a large telecommunications organization that received
the first ever "Gold Echo Award" presented to a call center by the DMA.
Over the past several years Rich has become an increasingly vocal advocate for the voice of
the customer. Rich is an avid industry speaker. His leadership has driven the attainment of
numerous customer awards for innovation and excellence in delivering a positive customer
experience.
Director of Customer Experience
MAG Retail Group
Alan Bergstrom
Alan Bergstrom is Director, Brand and Creative Services for the Direct-to-Consumer business of
CUNA Mutual Group. He is responsible for managing and growing the TruStage brand, which
consists of a portfolio of life, auto, home and health insurance products designed exclusively for
members of America’s Credit Unions. Channels and media under his influence include direct
mail, website, social, digital content and in-branch retail. He also leads the design and delivery of
a compelling and consistent member experience across all functional areas and throughout the
customer journey, including key measurable touch points as well as driving internal employee
awareness and engagement around the TruStage brand.
During his 20-year career, Alan has led several customer experience and brand strategy
consulting firms, providing advice and counsel to Fortune 500 brands. A prolific author and
speaker, he is frequently sought for his expertise and views on leading CE and brand
optimization issues. Early in his career, he was a military intelligence briefer to President
Reagan.
Director, Brand & Creative Services
CUNA Mutual Group
Alan earned a Master’s degree in International Studies from the Monterey Institute for
International Studies, Monterey, CA, and received a Bachelor’s degree in Political Science and
International Economics from the University of St Thomas, St. Paul, MN.
Jack Mackey
Service Management Group, (SMG) is the leading customer experience measurement
agency for global retail and restaurant brands. SMG captures and analyzes the
customer and employee metrics that drive financial results. By helping everyone
from the CEO to the unit manager understand the factors that define a superior
customer experience, SMG develops a prescriptive set of actions that increase
customer loyalty and grow brands. To learn more, visit us.
In his 10th year at SMG, Jack is passionate about helping companies create loyaltyinspiring customer experiences. He teaches performance improvement strategies
nationwide and is legendary for instilling a spirit of "creative discontent" in his
audiences. He's also the author of regular columns in both Multi-Unit Franchisee and
Franchise Update Magazine on connecting with customers and earning customer
loyalty. Jack is a founding member of the Customer Experience Professionals
Association (CXPA) and Past President of the American Society for Training and
Development (ASTD) in Kansas City.
Vice President and Chief Evangelist
Service Management Group
William J. Greenwald
William J. Greenwald has more than 20 years of experience working in the Healthcare and
Financial Services arena. His leadership experience and areas of expertise are both extensive and
diverse covering several disciplines including Neuroscience/Neuropsychology, Organizational
Design, Strategy Formation and Execution, Talent Management, Executive Coaching, Excellence in
Presentation Design and Delivery, Change Leadership and Corporate Venturing.
William joined Humana in 2004 as Director of the Cincinnati Service Center and has held several
different leadership positions within Humana since joining the company. In 2010, he designed
and currently leads an internal performance coaching and advisory practice focused on catalyzing
leadership excellence by helping successful executives and senior leaders within Humana achieve
positive, lasting change in behavior and organizational effectiveness. Before joining Humana,
William held key leadership positions for several industry leading firms such as Vanguard
Financial Group and JP Morgan Private Bank.
National Director
Humana, Inc.
William holds two masters degrees from the University of Pennsylvania, one a Masters in
Organizational Development and the other a Masters of Philosophy. In 2010, he embarked on his
newest academic adventure: a Masters in Clinical Psychology from Harvard University
(Neuroscience/Neuropsychology focused). Additionally, he is a Board certified hypnotist
specializing in clinical hypnotherapy and is a certified practitioner in Neuro Linguistics
Programming (NLP).
Mike Burke
Mike has banked more than 40 years in telecommunications, contact centers and networking
while working at Honeywell, GTE, Verizon & IQ Services. Since joining IQ Services, Mike has
participated in hundreds of engagements to ensure contact center technology defends brand
promise and delivers the intended customer service experience first time, every time.
Prior to IQ Services, Mike was Operations Director for a 1990s start–up, he wrote code for
Centrex, designed and built networks for the U.S. Department of Defense and helped
introduce DSL services for the Regional Bell Operating Companies.
Vice President of Sales & Marketing
IQ-Services
Greg Tucker
As a management consultant for 17 years Greg has worked with executive teams to
develop customer-driven strategies at over 100 corporations including global leaders
such as GE, PepsiCo, Oracle, Microsoft and SAP. Prior to becoming a Senior Associate
with SPCI, Greg was Chief Marketing Officer for Copart Auto Auctions, where led all
marketing programs, CRM implementation and customer loyalty efforts for the $1
billion online auto auction company.
Prior to Copart, he worked at AT&T, Clorox and AAA (Northern California) to redesign
the customer experience (online and offline) to drive growth, profitability, customer
loyalty and employee engagement. To learn more visit www.serviceprofitchain.com
He received his MBA from Stanford University’s Graduate School of Business and has
received Six Sigma Black Belt and Net Promoter Associate certifications.
Senior Associate
The Service Profit Chain
Institute
Andrew Karazim
Andrew Karazim is Director of Managed Healthcare Services for Eli Lilly and Company.
Most recently, Andrew was the Global Medical Transformation Director for Eli Lilly and
Company. He was responsible for the management and implementation of global key
opinion leader interactions including global exhibits, symposia, advisory boards and
medical meetings.
Prior to his current assignment, Andrew also held diabetes and neuroscience sales
management roles in Chicago and San Francisco respectively. Additionally, he has spent
time in global new product planning and business development.
Born in Palo Alto, California, Karazim earned his bachelor’s degree from Yale University
and his MBA in pharmaceutical marketing from the Saint Joseph’s University. He is also
a certified Six Sigma Green Belt.
Director of Managed Healthcare
Services
Eli Lilly and Company
He and his wife live in Carmel, Indiana with their five-year-old son and three-year-old
daughter. In his free time, Andrew enjoys fly-fishing and coaching basketball.
Craig Lee
Craig Lee is a customer experience transformist and responsible for improving business results by
changing the way we think and transact with customers. He helps drive customer centricity and the
reshaping of customer experiences across multiple touch points.
He has a unique understanding of customer needs and behaviors, what this means to the service
delivery process and how this translates to the delivery of an enhanced customer and employee
experience in cosmopolitan, international and multi-cultural work places.
Craig has more than 25 years international corporate and consulting experience in corporate
strategy, business development, marketing, brand and communications strategy, business
transformation, interaction design, customer service, and leadership practices, at director and
executive management levels. He has worked extensively in both the public and private sectors. He
has industry-specific skills in the retail, travel, transport, logistics, telco and leisure sectors.
Craig is a recognized subject matter expert on and speaks and advises internationally on customer
experience, employee engagement, integrated marketing and bringing brands to life.
Senior Manager Performance
Development (Customer Experience &
Brand)
Emirates Group
He holds an Industrial Psychology degree from the University of Stellenbosch, South Africa
Nitin Jain
Nitin Jain is coauthor of a recent White Paper on Building the ‘Channel Agnostic’ Customer
Service Platform. He presently leads the Customer Service transformation practice for the
Global Reengineering team at Genpact, a worldwide leader in business process management
and technology services.
Nitin is an accredited Lean Six Sigma Black Belt and certified SCRUM Master. He holds an
undergraduate degree in Chemical Engineering (IIT Bombay, India), a graduate degree in
General Management (IIM Ahmedabad, India), and completed the Business Leadership Program
from Duke Business School. In his eight years with Genpact, Nitin has led large business process
transformation projects for over a half dozen Fortune 100 companies.
Nitin Jain
Vice President, Reengineering
Genpact
This past year-end holiday season, he coauthored an article for Customer Service Manager
Magazine entitled, Tomorrow’s Not So Big Box. The piece explored recent retail shopping
trends, and the business impact that “many more unhappy returns” can have on customer
satisfaction if improperly addressed. It also provided readers with “3 rules” that companies can
follow to turn a dissatisfied retail patron’s frown upside down. From a personal perspective,
Nitin has as a deep intellectual curiosity when it comes to learning about emerging technologies
and the often latent potential they hold for improving operational effectiveness. Nitin lives with
his wife and daughter in New Jersey.
Andrew Pine
Andrew Pine is the General Manager, Customer Relations for Porsche Cars North
America and is responsible for driving PCNA's strategic focus on creating the Porsche
Customer Experience, Customer Loyalty, Customer Satisfaction, CRM, Market
Research, and Customer Care operations.
Andrew leads PCNA and its dealer network to optimize its people, processes and
technology to better approach every customer interaction as an opportunity to
solidify customer loyalty and build brand value.
He brings a long and distinguished background in marketing, brand management,
CRM, and customer relations to Porsche’s US operations. Prior to joining Porsche, he
held leadership positions with Sears Holdings, BMW Group, Citi Group, and
advertising and event marketing agencies during the course of his career.
General Manager
Customer Relations
Porsche Cars North America
He holds a Bachelor of Science degree in Mathematics from Tulane University in New
Orleans and a Juris Doctorate from Fordham University School of Law in New York
City.
Randall Brandt, Ph.D.
Randy Brandt is Senior Vice President, Customer Experience at Maritz Research. During the
past 30 years Dr. Brandt has assisted more than 300 manufacturing and service firms in
Asia, Australia Europe, and North America in designing and implementing approaches to 1.)
measuring and improving customer experience and loyalty, and 2.) linking customer
experience to business processes and results.
A certified Lean Six Sigma Black Belt, Dr. Brandt was a member of the Board of Examiners
for the Malcolm Baldrige National Quality Award from 1993-1995, and from 1999-2000. He
has made more than 250 presentations at national and international conferences since
1988, and has authored articles appearing in a variety of academic and professional
publications. In 2012, Brandt was named by Survey Magazine as one of “Twenty
Researchers You Should Know.”
Senior Vice President
Customer Experience
Maritz Research
Dr. Brandt holds a B.S. from Purdue University and a Ph.D. from Michigan State
University. He is currently a member of the American Marketing Association, the American
Society for Quality, the Customer Experience Professionals Association and the Society for
Industrial and Organizational Psychology.
Ken Lamzon
Ken Lamzon is responsible for the identification, development, design and implementation of
new and strategic initiatives for all new and existing business partners at SPi Global.
Leveraging the expertise of its internal business units, Ken orchestrates the launching of new
campaigns; most recently Outbound 2.0 and Social Media Management (SPi Engage).
Vice President, Strategic Solutions
and Implementation
SPi Global
He resides at the helm of driving innovation at our contact centers – from conceptualization
to implementation, optimizing the CRM 360⁰ contact service platform that drives superior
customer experience results, top-notch performance and secure data connectivity. During
the past 12-years at SPi Global, Ken has established firm internal and external partnerships;
and held senior management positions in operations, business development, program
transition, IT implementation, site development, corporate communications, pricing and
business analysis.
John Devine
John DeVine helps clients deliver above-market growth through sophisticated
transformations in customer experience.
John leads the Customer Experience (CE) group. He serves Fortune 500 clients in
strategy and operations issues across business and consumer industries, including
retail banking, communications, and travel.
Working with clients extensively in service operations—John has also developed
unique insights into Service Design Innovation (SDI).
Principal
McKinsey & Company
John's recent experience includes: a customer experience transformation of the
retail operations of a major US wireless operator, (including in-store retail
experience to drive both sales and service performance); a customer experience
transformation for a major US retail bank (including overhaul of all dimensions of
CE metrics and reporting, and in-branch customer new account opening process);
and a complete post-sales strategy and transformation of the service model for a
major on-line travel company.
Additional Speakers
Kimberly Sutherland
Director of Usability / Experience
AT&T
Mick Winters
Senior Web Creative Manager
Capital One
Nikhil Datar
Principal, Customer Experience Management. Financial Services
HCL
Monica Andrea Perico Roldan
Customer Experience Strategy
IZO, Columbia
Beth Dockins
Director, Customer Service
Scotts Miracle-Gro
Sponsoring Organizations
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May 20 – 23 in New Orleans, Louisiana
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Call: 1800-882-8684
Email: info@iqpc.com
Visit: www.customerexperiencesummit.com for easy registration.
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Find out for yourself: View the Past Attendee Snapshot