Speakers |
Martin GREEN
Vice President, EMEA Region
Satmetrix
Martin Green is the Vice President of Europe, Middle East and Africa (EMEA) Region for Satmetrix. In this role, Martin leads all sales and business operations for the region. He has an extensive track record in managing complex global customer loyalty programs, with a specialization in the international telecommunications and technology arena. Martin has designed and managed the overall relationship for significant customer loyalty engagements with Fortune 100 companies such as Hewlett-Packard, Lucent, Nokia, and AOL-Time Warner.
Prior to joining Satmetrix, he worked for several leading global consulting and research firms. Martin has a Bachelor's degree from London University and an international MBA jointly awarded by Leicester University (UK), Université de Savoie (France), and Fachhochschule des Saarlandes, (Germany).
John ABRAHAM
General Manager, Net Promoter Programs
Satmetrix
John Abraham leads our Net Promoter® business unit at Satmetrix. His group is responsible for best practice exchange, conferences, training & certification, and online services for companies using Net Promoter to drive improvements in customer loyalty. Satmetrix created Net Promoter with customer loyalty expert Fred Reichheld, and the company now hosts the official Net Promoter community web site at www.netpromoter.com.
Prior to joining Satmetrix, John was with Risk Management Solutions (RMS), a leading risk management software and consulting firm, where he was responsible for marketing, training services, knowledge management, and customer loyalty programs. Prior to RMS, he worked as a management and systems consultant with Booz Allen Hamilton and Accenture. John holds an MBA from the Stanford Graduate School of Business, a B.A in Economics from Trinity University, and a certificate of political studies from IEP Paris.
Marc ANNÉ
Vice President Customer Insight & Advocacy
Orange Business Services
Biography available soon ...
Domenico AZZARELLO
Partner
Bain & Company
Domenico Azzarello is a Partner & Vice-President in the Paris Office of Bain & Company. He built up his consulting experience between the USA and EU, working on organization and operations optimization projects. He was in charge of some major corporate restructuring programs: for example he led one of the first cost reduction efforts in the Telecom industry, accompanied the re-organization of the operations of a key global technology corporation and transformed the commercial division of a leading European Telecom Operator.
Over the last ten years Domenico has been focusing on Loyalty and Customer Experience improvement. He has accompanied a number of large enterprises in the Telecom, Media and Pay-TV arena in addressing their revenue growth and profit hunt challenges. He has developed an expertise in the optimization of customer acquisition and loyalty performance and in managing large transformation programs to improve customer experience.
Domenico graduated from Bocconi University and started his career working in marketing and strategy in the textile industry. Domenico is a member of Bain global research team on loyalty and NPS.
Maya-Coralie BLANC
Account Director
Satmetrix
Maya-Coralie Blanc is the Account Director for Satmetrix in France. In her current role, she has been developing the business in France by consolidating existing accounts and building work with partners to help close business.
Maya has over 10 years experience in the Research area within IT companies (Amadeus and Microsoft) as part of the Strategic Marketing team and at IPSOS ASI as a Senior Account Manager for 5 years working closely with Media and Blue Chip corporations.
While she implemented Voice of Customers' projects on the client side, she developed high expertise agency-side on Brand and Advertising research solutions.
Maya has graduated from Yonsei University (Seoul) and holds a Master’s degree from ESC Business School.
Philippe DANIELSKI
Vice President – Office of the Customer
AIG
Philippe Danielski has been Vice President of the Office of the Customer (OOC) at AIG since 2003. He is responsible for OOC in all AIG consumer businesses worldwide (Life, Accident & Health, Personal Lines, Consumer Finance Group, Retail Banking) and has developed a framework structure which has now been adopted across the organisation. His expertise revolves mainly around customer value: increasing revenues per customer, extending customer life-time and acquiring new customers through referral programs.
Philippe held various regional and marketing management positions at AIG, where he instilled a culture of customer service and where he officially initiated the OOC unit. He was also influential in developing new market segments and product lines. Before AIG, he was SVP at International Sport Summit, a small company running major sports business conferences, and at Programmed Computer Systems, an industrial software firm.
Philippe was born in New York City and is bi-cultural English & French (American father, French mother). He currently lives in Paris. He has a BA in Economics & Philosophy from Columbia University and spent a semester in Grenoble University.
Ralph HABABOU
Author,
Service gagnant
Ralph Hababou is 48 years old, and graduated in 1982 from ESSEC (French MBA). After completing his studies, he spent almost two years abroad as a business developer in the French Embassy in Milan, Italy. When he returned to France he worked as a commercial engineer at IBM for three years.
His first book, Service compris - Happy customers make winning companies was published in February 1986 and has sold over 500,000 copies. Ralph and his co-author have spoken at conferences in France and throughout Europe. Their next book, Dinosaurs & Chameleons, published in 1991, has sold more than 45,000 copies. In 1994, they decided to combine theory with practice by introducing the Espresso bar concept successfully developed in North America to France. Their brand, Columbus Café®, currently operates twenty nine points of sale throughout France.
In 2005 Ralph started a research campaign called “Service compris, what’s new?” He met over a hundred managers to assess what had changed in the customer care business and to understand how companies had adapted to a customer with perpetually evolving demands. This survey laid the groundwork for his new book, Service gagnant – The secrets of companies that make a difference, published by First Editions in February 2007.
Alexandre MURAT
Head of Customer Experience
Sony Style Europe
Alexandre is head of customer experience for the on-line unit of Sony Corporation, the world’s leading company in the entertainment sector, with a turnover of 67bn euros in 2007. Alexandre joined Sony Finance Department in 2005, and then moved to Sony Style Europe in 2007, the web and mutli-channel division at Sony Corporation, until his nomination as Head of Customer Experience.
Architect of the original NPS Programme at Sony Style Europe, he is now in charge of initiating new and innovative client strategies within the group. Alexandre has previously worked in New York, Barcelona, Manchester and Budapest. He has a MBA from Milan Bocconi.
Ludovic PHILIPPO
Operations Manager
Expedia
For 15 years, Ludovic Philippo has been involved in operational roles in different sectors: online travel, retail banking, telco, as well as oil and energy.
Since March 2007, Ludovic Philippo is Director of Operations for Expedia France. Under his management, Expedia France set up and improved its results in terms of Net Promoter Score and telesales. Ludovic Philippo takes an active part in the development of telesales strategy, within the operations team at Expedia EMEA, deploying virtual call center management, driving performance and setting up world class standards for Expedia customer services.
Before Expedia, Ludovic Philippo was director of the 3938 call center and planning manager at Crédit Lyonnais (LCL) retail bank.
Ludovic Philippo also worked for Total (energy), setting up the financial reporting system for the group, and for Business & Decision, where he implemented several financial information systems and reporting tools for customer services of large organisations.
Ludovic Philippo has an IT and Management Engineering Degree from Montpellier. He is an active member of the Agora Club of Customer Relationship Directors.
Arnaud POCHEBONNE
Joint CEO
Weber Shandwick
Arnaud is Joint CEO at Weber Shandwick France, a branch of the leading Corporate and PR group who specialize in communications management for private and public companies. His experience includes working for clients in the public arena (ILEC, INPES, Paris 2012, Save Darfur Coalition…), French and International corporations (ACCOR, Mastercard, Carrefour, La Poste, GE…), crisis management situations (obesity, environment, international politics).
Arnaud started his career with an agency, at Tilder Associates, before joining the Crisis and Public Affairs division of Burson-Marsteller. After he finished his studies, he also did his civil service within the Prime Minister Office, at the General Office of National Defense (SGDN) in the “Economics and Defense” Intelligence section.