SPEAKERS
Here are some of the speakers you can look forward to hearing from in San Francisco. Watch for speaker updates as additional sessions are confirmed.
 | John Abraham, General Manager, Net Promoter Programs, Satmetrix
John 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 has an MBA from the Stanford Graduate School of Business. |
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Steve Baxter, GM, Global Mid-Market Solutions, Satmetrix
Steve has over 20 years experience in the enterprise software industry. For the past five of those years he has been intimately involved with the Net Promoter Score concept. He is the General Manager of Satmetrix's Global Mid-market Solutions group and the NPS Go product line. Prior to joining Satmetrix, Steve was the CEO and founder of software company that provided NPS software to the SMB market. Before becoming involved with NPS, Steve was the EMEA Managing Director of CDC Software, a global publicly-traded enterprise software company, the COO of Stonesoft USA, and held a variety of executive sales and marketing positions early in his career. |
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Raj Bhargava, Senior Vice President, Products and Services, Satmetrix
In the role of Senior Vice President, Products and Services, Raj has end-to-end responsibility for creating 100% positive references for our products and implementation services. Prior to joining Satmetrix, Raj served as Group Vice President of Product Development at Oracle after it acquired his previous employer, Agile Software Corporation. At Agile, Raj transformed Agile’s product lifecycle management solutions into the recognized market leader. Prior to Agile, Raj was co-founder for Jaspersoft, a leader in open source business intelligence software. Before that he served as President and CEO of Trade Reporting and Data Exchange Inc., a provider of international sourcing and sales leads for small businesses in the United States and Asia. Earlier in his career, Raj held several management positions at Hewlett Packard. Raj received a B.S. from the Institute of Technology, Varanasi, India; an M.S. from Pennsylvania State University, State College; and an MBA from the University of Michigan, Ann Arbor. |
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Tristan Bishop, Senior Manager of Digital Strategy, Symantec
Tristan Bishop drives digital strategy at the world's top security company. Tristan uses social media monitoring and Social CRM innovation to capture customer commentary. This knowledge is then shared with business functions in order to drive continual customer experience improvements. Tristan is a passionate customer advocate and is known around the web as “KnowledgeBishop.” |
 | Michelle Bloedorn, CEO, Member Loyalty Group
Michelle Bloedorn is CEO of the Member Loyalty Group, a credit union service organization (CUSO) established to implement a standardized member-loyalty metric – Net Promoter Score - for credit unions in the United States and Canada. Before joining the Member Loyalty Group she was the Vice President of Sales and Service at Baxter Credit Union. In this role, her responsibilities included Marketing, Online Services, Inbound Sales and Contact Center Management. She was also responsible for implementing and managing the NPS Loyalty program at the credit union. Michelle has spent more than 20 years in the financial services industry working in a variety of roles. Michelle received her Business Administration degree in Marketing from California State University, San Bernardino and her MBA from the Northwestern Kellogg Graduate School of Management. |
 | Dr. Laura Brooks, Co-Author, Answering the Ultimate Question, and Vice President, Innovation and Strategy, Satmetrix
Laura is an acknowledged expert in applying the Net Promoter discipline to operational decisions. She has extensive experience working with companies in the areas of customer experience management, feedback design, employee opinion surveys, organizational development, quality, and compensation. In addition to her operational experience, Laura has conducted and published more than thirty studies on Net Promoter, customer loyalty, and word of mouth marketing, including her seminal research on NPS linkage with customer repurchase and referral behavior. Laura has also published on Inter-Rater Reliability and Validity in Behavioral Research Methods in Computers, and participated in the survey-specific portion of the Malcolm Baldrige Award. Prior to joining Satmetrix, Laura worked in the consulting industry, specializing in statistical and psychological tools for measuring customer satisfaction and employee performance. Laura holds a PhD in Industrial and Organizational Psychology from Rice University and a BS degree in Psychology from Duke University. |
 | Oliver Bendzsa, Senior Manager of Marketing Research, Export Development Canada
Oliver manages a customer research program for Export Development Canada (EDC), a global financial services organization and a self-sustaining Crown-corporation. His key responsibility is to provide insight into customer opinions and work closely with leaders at all levels of the organization to develop programs to find, acquire and retain customers. He is responsible for introducing Net Promoter® to the corporation in 2006 as part of a move towards greater customer centricity. In addition, he is involved in helping implement customer service standards across the organization to improve customer experience. Oliver is a Certified Net Promoter Associate. Prior to joining EDC in 2001, Oliver held a number of senior positions at international, high-tech companies: Rebel.com, Cognos Inc. (now IBM), and Corel Corporation. A dedicated student of marketing and communications, Oliver holds a Bachelor's degree in Journalism-Law from Carleton University. |
 | Stu Berman, Director, NPS Loyalty Forum, Bain & Company
Stuart Berman is the Director of the NPS Loyalty Forum. Early in his career he was a Bain consultant, working with leaders in the telecommunications, high tech, utilities and entertainment industries on critical operational and strategic issues. After leaving Bain, he was the General Manager of Intuit’s online store, and worked in business development and product management for several startup companies before joining eBay. At eBay, Stu managed the team responsible for international expansion and cross-border trade, supporting the continued growth of the international business. He has a BA in Economics and Mathematics/Computer Science from Wesleyan University in Connecticut, and an MBA from Stanford University. |
 | Michael Buzek, Vice President, Customer Experience at Grange Insurance
Michael Buzek is Vice President, Customer Experience at Grange Insurance, a $1.3B insurance carrier writing business in 13 states through a professional group of independent insurance agencies. Grange’s business model focuses on EODB (“Ease of Doing Business”) with their 3,500 agencies and 1,000,000 policyholders. Michael is responsible for helping Grange provide a customer experience so positive that it drives customer loyalty and creates a referral engine to family / friends. Any positive impact on customer loyalty (and ultimately retention) significantly improves Grange’s profitability and market position over time, so Grange has made customer experience an integral part of the corporate EODB strategy. Michael has a BS in Marketing and Management Information Systems from Miami University and a MBA from the University of Notre Dame. His background includes experience in general management, operations, consulting, web solution development, outsourcing, call center management and business development / sales. |
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Christopher Carfi, Vice President, Social Business Strategy, Ant's Eye View
Christopher Carfi is the Vice President, Social Business Strategy, at Ant's Eye View, a management consulting firm headquartered in Seattle. He joined Ant’s Eye View from Edelman Digital, where he was a Vice President in Edelman’s Silicon Valley office. Prior to Edelman, he was a co-founder and CEO at Cerado, which was founded in 2002. His blog, The Social Customer Manifesto, is a "Top 25" marketing blog, and has won numerous awards including "Top CRM Blog”"in 2005, 2007 and 2008. He is an active contributor to ProjectVRM, originated at the Berkman Center at Harvard University, which focuses on improving customer-vendor relationships and equipping individuals with tools of both independence and engagement. He was previously a manager at Andersen Consulting (Accenture), as well as at Extricity, a provider of B2B integration services. Chris holds an MBA from Carnegie Mellon University and a Bachelor’s in Computer Science from Northwestern University. |
 | Jim Carrillo, Manager, Zappos Customer Loyalty Team, Inc.
Jim joined the Zappos Customer Loyalty Team in September, 2006. He is a member of the management team and in his role serves as a mentor to cultivate Zappos’ culture and develop Zappos team members. Jim oversees “The ToolBox,” which is Zappos’ Leadership Training and Development Team, specifically geared for the Customer Loyalty Team leaders. Jim also oversees the Live Chat Department and the Work from Home and Graveyard Teams. Jim spent the first 24 years of his career in the retail jewelry industry and has over 25 years of management experience. He has been happily married for 23 years and is originally from the San Francisco Bay Area. Go Niners! |
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Kim Celestre, Senior Analyst, Forrester Research
Kim is an award-winning social media thought leader. She was a driving force behind Sun Microsystem's use of social media and listening platforms to drive awareness and technology adoption among the company's customers and developers. Kim has more than 15 years of marketing experience in the high-tech industry. She spent 14 years at Sun Microsystems in various senior management roles, including partner marketing, product marketing, and outbound marketing. After Sun, Kim spent a year at Oracle as a senior global campaigns manager. She holds a B.A. in marketing from Rider University and an M.B.A. from Santa Clara University. |
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Stephanie Comfort, Executive Vice President, Corporate Strategy & Development, CenturyLink
Stephanie Comfort brings experience from the financial services industry where she held various management and analyst positions, including 17 years covering the telecommunications sector. As Executive Vice President of Corporate Strategy & Development at CenturyLink, Stephanie drives corporate strategy and planning, corporate development, customer insights and portal development. Previously, she led Qwest’s Corporate Strategy organization. Stephanie joined Qwest in 2002 from Morgan Stanley, Inc., where she was a Portfolio Manager and Strategist. While with Morgan Stanley, she served as a Senior Telecommunications Services Analyst and was consistently recognized by Institutional Investor All-Star Survey and the Wall Street Journal as a top analyst covering the sector. She has worked at Salomon Brothers, Inc. and Wertheim Schroder & Co., Inc., and is on the board of the Christopher J. Georges Journalism Foundation at Harvard University. Stephanie has a Bachelor’s degree in Economics from Wellesley and an MBA from the University of Pennsylvania. |
 | Joshua Cooper, Manager, Customer Insights, Guitar Center
Joshua Cooper is Manager, Customer Insights, for Guitar Center, the world’s largest seller of musical instruments. He currently leads strategic research projects in a broad array of categories including brand equity development, product and packaging innovation, category management, and customer satisfaction, to name a few. Prior to studying the behavior and attitudes of musicians for Guitar Center, he delved into the world of wine consumption for Treasury Wine Estates (an international wine producer), explored the daily cubicle life of office workers for OfficeMax (3rd largest office supply company in the world with 1,000 US locations) and managed research and media for ULTA Beauty (U.S. retailer with 250+ stores). Additionally, he has served as an ethnographic consultant for many Fortune 500 companies, and has worked as a cultural facilitator for the Field Museum in Chicago, IL. Joshua studied cultural anthropology at Northwestern University and regularly integrates ethnographic methods into his research projects. |
 | Richard DeLisi, Senior Director, Corporate Executive Board (CEB)
Rick DeLisi is a Senior Director with the Corporate Executive Board’s (CEB) Sales, Marketing and Communications practice. CEB operates the world’s leading research and executive education networks for sales, marketing, communications and customer service executives. For the past six years, Rick has worked as an Executive Advisor, specializing in creating and delivering live presentations and interactive seminars across North America, Europe, Australia and South Africa, on topics including customer loyalty, the changing nature of customer influence, and realigning service metrics to improve the customer experience. He is based at the company’s global headquarters in Washington, DC. Prior to his work with CEB, Rick spent more than a decade in the airline and hospitality industries, specializing in customer communication and public relations strategies. He received a BS in Communications from the S.I. Newhouse School of Public Communications at Syracuse University. |
 | Deborah Eastman, General Manager, Business Consulting, Satmetrix
Deborah leads our global consulting business. Her team is responsible for driving program success for clients. She brings firsthand experience at deploying successful Net Promoter programs. At BearingPoint/KPMG Consulting she led a global account program that integrated customer feedback into the strategic account management process. She is a frequent speaker and blogger on the topics of Net Promoter, Customer Loyalty, and Customer Experience. Prior to joining Satmetrix, Deborah was the Managing Principal of Windward Solutions, a consulting firm that provided advisory services to business-to-business marketing professionals. Previously, she was Executive Vice President of Sales & Marketing for Biz360, an information services company. Before Biz360, Deborah served as a Partner for KPMG Consulting and Vice President at BearingPoint where she held a number of global leadership positions. |
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Tom Feeney, President and CEO, Safelite AutoGlass®
Since joining Safelite AutoGlass® in 1988, Tom has held several positions within the organization. Tom became President and CEO of Safelite® Group in 2008 and immediately introduced a new vision for Safelite® supported by two core principles, People First and Customer Delight. Before joining Safelite®, he was Vice President of Franchise Operations for Tenneco Automotive Retail. He also served in key staff, sales and operations positions with The Hertz Corporation and American International Rent a Car.
Tom currently serves as President Emeritus of the Board of Directors for Ronald McDonald House Charities of Central Ohio, and is a board member for Champions of the Community, Inc., a non-profit organization supporting the Central Ohio Nationwide Children’s Hospital. Tom received his BS degree in Accounting from La Salle University, Philadelphia, PA in 1974. |
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Flávia Glycerio Duarte, Client Experience and NPS Manager, Experian
Since March of 2010, Flávia has been responsible for NPS management in Serasa Experian Latin America. During her career, she has been responsible for developing customer loyalty management, working with key stakeholders to provide strategic insight to the top executives, and bringing the Voice of the Customer to the front line. Prior to Serasa Experian, she worked at Customer & Partner Experian at Microsoft from 2007. Flávia studied Business Administration with a focus on Marketing and has a MSc in Strategic Management. |
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Tom Graves, Director, Customer Service, Carolina Biological
Tom Graves, a Certified Net Promoter Associate, has 24 years of management experience in customer service and joined Carolina Biological in December 2005. He has extensive experience in hiring, training, and retention as well as operations, strategic planning and process improvement. Tom is responsible for several innovative ways in which Carolina Biological is connecting its customer service professionals with their customers to improve the company’s NPS®. Tom has held customer service leadership roles for B2C and B2B companies, with a focus on improving the customer experience. |
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Mark Grindeland, Sr. Vice President and Chief Marketing Officer, TeleTech
In the 24/7 multichannel world where customer experience defines the brand, TeleTech's Chief Marketing Officer, Mark Grindeland, brings a rare combination of creative, analytical, and operational skills. In his role, Mark oversees branding, marketing strategy, and marketing communications. For almost 25 years, he has advised many of world's leading consumer brands, whether helping them launch an innovative new product, penetrate a fragmented market, or understand and change customer behavior. Prior to joining TeleTech, Mark served as chairman and co-founder of ShesConnected Multimedia Corporation, the first multi-profile social networking site for women. In previous years, he held executive-level positions with Live Wire Mobile, Wunderman, Digitas, and Exchange Partners. He also co-founded and served as executive vice president of marketing for m-Qube Incorporated, a premier provider of mobile messaging and data solutions, based in Boston, Massachusetts. Mark holds a BA degree from the University of Denver. |
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Regina Hancher, Director, Customer Experience, Philips Healthcare
Regina Hancher is the Director of Customer Experience for Philips Healthcare Informatics’ Software Customer Services organization. This group is a 500+ employee organization with the common purpose of delivering superior service. Regina started her career in building user-based experiences by launching the first web site at the Massachusetts Institute of Technology, introducing the online entity of the MIT School of Architecture and Planning. Soon after, Regina became the first Director of Customer Experience at Forrester Research, where she used persona-based data to drive the designs of both the online and offline customer experiences. Just before joining Philips Healthcare informatics in 2008, Regina was the Director of Online Experience at Yankee Group. Regina is a Net Promoter Score Certified Associate, and is actively introducing new NPS initiatives throughout the Philips organization. |
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Bill Harris, Director, Account Management, Satmetrix
Bill Harris has been with Satmetrix since 2004, and in his role as director of account management for North America, he has worked with a wide variety of companies in developing their customer loyalty programs. Bill enjoys bringing his customer loyalty expertise to his clients, identifying areas for focus and improvement. He also enjoys bringing the customer voice to the different Satmetrix functional teams. Prior to Satmetrix, Bill worked at Instill, a SAAS supply chain and business intelligent management company in the foodservice industry. While there, he held a variety of positions in product development, professional services and account management. Bill earned his B.A. from Occidental College and M.B.A. from the Anderson School of Management at U.C.L.A. |
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Aisling Hassell, Principal, CX Matters LLC
Aisling is a principal at CX Matters LLC, a consulting firm focused on helping companies embed a Net Promoter® customer experience discipline into their operations. Previously, she served 14 years at Symantec Corporation, a Fortune 500 company, where her last role was as Vice President, Customer Experience and Online. In this role Aisling built out a new team to manage the public-facing web sites for Symantec, across www.symantec.com, as well as its extranet sites. She also spearheaded the first customer experience discipline in the company. She is a Certified Net Promoter® Associate. |
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Brad Hughes, Director, Customer Insights, Corporate Strategy and Development, CenturyLink
Brad Hughes is Director of Customer Insights with CenturyLink's Corporate Strategy and Development department. In this position, Brad is responsible for strategic customer insight work and directs the Net Promoter Program. His team is working to transform CenturyLink into an innovative, customer-centric organization based on customer insights obtained from the NPS program. Brad joined CenturyLink in March 2011 and has 17 years experience driving action with customer insights. Most recently, Brad led the Customer Advocacy effort for Dex One. Additionally, Brad has held leadership roles in Marketing and taught business courses for the University of Phoenix. Brad is a graduate of Graceland University and has an MBA from the University of Kansas. He lives in Castle Rock, CO with his wife and has three children, ages 14, 11,
and 6 years old. |
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Keith Gerson, C.O.O., Sopra Brands
Keith Gerson, Certified Franchise Executive (CFE) has nearly forty years of executive level expertise in building rapid-growth franchise companies able to generate sustainable profits. Recognized in franchising circles for his extensive leadership experience within the franchise industry, Keith has guided companies to record levels of franchise development and profits. In his role as Chief Operating Officer for Sopra Brands, based in Salt Lake City, UT, Keith oversees the Presidents of each of Sopra Brands companies, which include HouseMaster Home Inspection, EarthFruits Yogurt, Hogi Yogi, Teriyaki Stix, GFEazy and HomeService.net. Sopra Capital also acquires and grows companies and provides management and consulting services to companies in the franchise industry.
Keith's exceptional track-record of business success, revenue growth and profit improvements are based on his customer-centric focus and commitment to creating alignment around key strategies and accomplishing results through a strong interdependent relationship between Franchisor, Franchisee and all stakeholders.
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Dr. Kit Skov Hagemann, Director of Insight, UK&I and EMEA, Experian
Dr. Kit Skov Hagemann joined Experian in 2008. During her career at Experian, she has been responsible for developing client insight within Northern Europe, later EMEA and now covering UK&I and EMEA and facilitating programs in APAC. Before joining Experian she worked at Aarhus University conducting consumer behavior research within the area of Novel foods and has been a lecturer in Marketing and Philosophy of Science. Her PhD is in Marketing and Statistics and she also holds a MSc in Business Administration. |
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Renee Karson, Vice President, Customer Insights, Corporate Strategy and Development, CenturyLink
Renee Karson is Vice President of Customer Insights with CenturyLink’s Corporate Strategy and Development department. Renee is responsible for strategic customer insight work including determining customer needs, their current experiences, improvement opportunities, brand strategy development, and key market growth opportunities based on customer insight. Renee’s team leads the NPS measurement system, helping to transform CenturyLink into an innovative, customer-centric organization through understanding and taking action based on customer feedback. Renee has over 16 years experience with CenturyLink and has held leadership roles in Marketing, Communications, Market Intelligence, and Corporate Strategy. Prior to CenturyLink, Renee’s experience spans all aspects of market research including developing customer satisfaction practices for Fortune 500 companies and determining key advertising and measurement strategies for a diverse client base. Renee graduated from the University of Michigan and has an MBA from Boston University in Marketing. |
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Wendy Lea, CEO, Get Satisfaction
Wendy Lea is the CEO of Get Satisfaction, a community-based platform that helps companies engage their customers through open and transparent conversations that increase customer satisfaction, product insight and enhance customer loyalty. Wendy founded The Chatham Group, where she currently serves as an angel investor, strategic advisor and board member for a long list of startup companies. Wendy chairs the board for The Forum of Women Entrepreneurs & Executives (FWE&E.org) and serves on the board of Silicon Valley Social Venture Capital (SV2.org). She was recently recognized as a Top 100 Woman of Influence in Silicon Valley |
 | Rob Markey, Global Head of Bain & Company’s Customer Strategy & Marketing Practice
Rob Markey is Global Head of Bain & Company’s Customer Strategy & Marketing Practice and is an expert in developing customer loyalty, new product development and customer service strategies. Rob also leads the NPS Loyalty Forum, a quarterly gathering of senior executives from loyalty-leading companies who share their experiences in implementing Net Promoter and other approaches to building customer loyalty. He is co-author of The Ultimate Question 2.0: How Net Promoter Companies Thrive in a Customer-Driven World, and has published numerous articles on various aspects of customer experience and loyalty. Prior to joining Bain in 1990, he developed competitive strategy, led business development and served in product marketing for LEXIS/NEXIS and IBM Corporation. Rob earned an MBA from Harvard Business School and graduated from Brown University with a BA degree in Economics. |
 | Barry Marsh, Director, Technical Solutions, World Wide
Customer Care, Logitech
Barry was an early adopter of NPS; he attended the inaugural NPS certification course and was certified as an NPS associate in January 2008. His current responsibilities at Logitech include: design and implementation of customer self-help strategies, knowledge management, Customer Care software tools, new product training requirements and product documentation. Barry’s career spans the entire product life cycle including Product Planning, Design, Marketing and Technical Support. Prior to joining Logitech, Barry was Vice President Product Marketing at Actel. He was also Director of Strategic Marketing at Fujitsu Semiconductor and has held management positions at Vertex Semiconductor, Amdahl and Hughes Aircraft. Barry has a Bachelor’s degree in Electrical Engineering from California State University, Long Beach and a Master’s degree in Management from MIT Sloan School of Management. |
 | Sanjay Mehra, Assistant Vice President, Analytics and CRM, MetLife, Inc.,
Sanjay Mehra, Assistant Vice-President for MetLife, manages analytics and reporting for MetLife’s corporate website and the direct sales channel. He is also responsible for the development and execution of the Direct Sales CRM strategy, ensuring its alignment with broader company goals. He is charged with implementing Net Promoter for the Direct Sales channel and plays a critical role in the adoption of NPS across the global company. He is also responsible for MetLife’s marketing accountability and measurement programs. Sanjay began his career at MetLife in 2000 as part of the Individual Business Marketing group. He previously served in many departments at MetLife, including: Market Research and Analytics, Life Insurance Marketing, and Lead Generation and Customer Retention, and has been responsible for building the marketing technology infrastructure that supports nearly all of the retail business’ marketing efforts including campaign management, predictive modeling, marketing analytics and marketing execution. |
 | Lanham Napier, CEO, Rackspace
Lanham Napier joined Rackspace as CFO in April, 2000, just a few short months before the technology industry hit rock bottom during the 2000 downturn. Immediately after joining the company, Lanham recognized that customer service was at the very core of Rackspace's business and helped introduce the 'fanatical customer support' culture for which Rackspace is known today. In January of 2001, Lanham was named President of the company, working side-by-side with then CEO Graham Weston. In 2006, he was named Chief Executive Officer. Early in his career, from May of 1993 to June of 1995, Lanham worked as an analyst for Merrill Lynch & Co. Prior to coming to Rackspace, he served as a director for Silver Brands Partners, a San Antonio investment firm. Lanham has a BA in Economics from Rice University and an MBA from Harvard University.
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Steven Nicks, General Manager, North America, Satmetrix
Steven Nicks is General Manager, North America, for Satmetrix. He has more than 20 years of experience in strategy, customer loyalty, and large-scale enterprise implementations across several industries, including financial services, high tech and telecommunications. Prior to joining Satmetrix, Steven was at The Phelon Group, PricewaterhouseCoopers and Ernst & Young. As a principal, he directed key accounts and developed business opportunities while assisting clients in integrating technology with business strategy. Steven has held senior management positions with eAssist Global Solutions, Pepperdine University’s School of Business, and 3M Europe, where he directed client-related activities during all phases of the sales cycle and developed strategic partner relationship programs. He has been a guest lecturer in customer relationship management at Harvard Business School and written for BusinessWeek Online and Inc.com. Steven holds a Masters of International Business and a B.A. from Pepperdine University. |
 | Richard Owen, Co-Author, Answering the Ultimate Question and Satmetrix CEO
Richard Owen is President and CEO of Satmetrix, responsible for all aspects of strategy and day-to-day operations. Prior to joining our team, he was Chairman and CEO of NASDAQ-traded AvantGo, Inc., the leading provider of Enterprise Mobility Solutions to Fortune 1000 companies. AvantGo was successfully sold to Sybase, Inc. Before running AvantGo, Richard spent eight years at Dell Computer Corporation in various executive positions, most recently as vice president of Dell Online Worldwide. He was responsible for all aspects of Dell's Internet strategy and online business revenues on a worldwide basis—building Dell's online business to cover 50 percent of the company's sales volume. Richard began his career as a consultant for KPMG Management Consultants, where he worked for European high-technology manufacturers in the EMEA region on marketing strategy and business development, including Hewlett Packard and Apple. Richard holds a Bachelor's degree from Nottingham University in England and a Master's degree from MIT Sloan School of Management. |
 | Jim Parrish, President and CEO, Carolina Biological
Carolina Biological is the leading supplier of science education supplies, laboratory equipment and science curriculum to schools and colleges. Jim joined Carolina Biological in September 2004 and the following year launched several initiatives to better understand and respond to the needs of Carolina's customers. Carolina adopted the NPS methodology in early 2006 and has driven aggressive action in all parts of the company to dramatically improve how they serve their customers. Prior to joining Carolina, Jim held leadership roles at United Healthcare (CEO, No. Ohio), Conectiv Services (President) and Cherokee Sanford Group (President and CEO). |
 | Wayne Peacock, Executive Vice President, Member Experience, USAA
Wayne Peacock is Executive Vice President of Member Experience, overseeing USAA’s marketing, channel management, sales and service functions. He is responsible for delivering an exceptional experience to USAA’s 8.4 million members and for building lifelong relationships with them. Most recently, he was executive vice president of Enterprise Business Operations, responsible for USAA’s core business and technology capabilities. Prior to that, he was executive vice president in charge of USAA’s Corporate Real Estate portfolio, including facility management and physical security for 7.5 million square feet of office space. Earlier, he led the team responsible for acquisitions for USAA Real Estate Company, a $5 billion subsidiary of USAA. Wayne is a graduate of Tulane University and has completed executive programs at the Center for Creative Leadership, Duke University’s Fuqua School of Business, Harvard Business School, the Stanford Directors’ Forum, and the Wharton School. |
 | Fred Reichheld, Author, The Ultimate Question 2.0, Bain Fellow and founder of Bain & Company’s Loyalty Practice
Fred Reichheld is a Bain Fellow and founder of their Loyalty Practice, which helps companies achieve results through customer, employee, partner and investor loyalty. He is the creator of the Net Promoter® system of management and his pioneering work quantified the linkage between loyalty, profits, and growth. In his latest book, The Ultimate Question 2.0: How Net Promoter Companies Thrive in a Customer Driven World (HBR Press-Sept. 2011), Fred reveals how NPS practitioners including Apple Retail, Schwab, and Intuit, have utilized the Net Promoter System to generate extraordinary results. The author of four books and eight Harvard Business Review articles on the subject of loyalty, he was chosen as one of Consulting Magazine's “25 Most Influential Consultants” and The Economist refers to him as the “high priest” of loyalty. Mr. Reichheld earned an MBA, with honors, from Harvard Business School and a bachelor’s degree, also with honors, from Harvard University. |
 | Colleen Ritchie, Vice President Operations Support, TeleTech
As Vice President of Operations Support at TeleTech, Colleen Ritchie has developed and implemented creative operational strategies, defined processes for improved customer experience and ensured global consistency to support company, employee, and client goals. She has over 16 years of leadership experience in the business process outsourcing industry, including customer service, back office, technical support, and inbound and outbound sales, and deep experience across all communication channels including voice, chat, email and social media. Ms. Ritchie joined TeleTech in 1998 as senior manager of customer service in the Niagara Falls service delivery center. In Ms. Ritchie’s 13-year career at TeleTech, she has held several key director level operational positions before being promoted to vice president in 2006. She has served clients in communication/cable/media, telecom, financial services, travel and retail. Prior to joining TeleTech, Ms. Ritchie managed customer service and inbound sales teams across New York State for Arch Paging. |
 | Daniel Roup, Director Growth & Market Strategy, Alcoa, Inc.
Daniel D. Roup (Dan) has recently been appointed Director; Growth and Market Strategy for Alcoa. In this capacity, Dan oversees the global Market Sector Teams of Alcoa and the Customer Loyalty Program. Dan also serves as Program Leader for Alcoa’s Customer Loyalty processes, reaching 27,000 contacts in 23 languages worldwide. Previously, Dan was the Defense Marketing Director at Alcoa. He began his Alcoa career in 1989 in operations for Alcoa North American Rolled Products following graduation from Iowa State University with a bachelor’s degree in Industrial Engineering. He was promoted to Sr. Application Engineer and focused on integrating Alcoa technology with customer needs to open new markets and applications. He graduated from the University of Iowa TIPPE Executive MBA program in 2000 and was promoted to Marketing Manager for Commercial Transportation in rolled products, managing a $300MM market portfolio. |
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Tracie Scott, Director, Customer Experience Insights and Advocacy (CXIA), Architecture and Analytics, Symantec
With an extensive background in software development and professional services, Tracie has developed an awareness of how to translate strategic business needs into practical/tactical technology solutions that help the Customer Loyalty organization achieve its goals. With the last six years focused on honing Customer Loyalty platforms to enable the insights that drive business change, she can help you decide how best to build or change your infrastructure to better support the strategic vision of your Customer Loyalty team. She currently manages the overall technical framework and results analysis for three Loyalty programs at Symantec. |
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George Todd, General Manager: Operations, iiNet Business Unit, Merchants SA
George Todd began his career in the financial services contact centre industry in the UK as an agent selling insurance. He held a number of roles in both learning & development and operational leadership, including head of sales and customer service. George joined Merchants UK as a strategic contact centre consultant delivering services across the globe. Since moving to South Africa with Merchants in 2007, he has undertaken a number of major projects, including overall responsibility for an offshore centre for a UK ISP, Head of the Learning & Development division of Merchants, designing and deploying the Merchants Knowledge portal, and most recently, overall accountability for South Africa’s first Australian offshore contact center - iiNet. George is a Net Promoter® Certified Associate and has successfully implemented an NPS-focused centre delivering world class customer experience in Cape Town. |
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Erick Watson, Director of Product Management, Metavana
Erick Watson is the Director of Product Management for Metavana, where he is charged with commercializing Metavana’s extensive IP portfolio in text analytics, classification, sentiment analysis and influence.
Before joining Metavana, Erick recently served as Director of Strategy & Market Development for Microsoft’s Asia Pacific Research & Development Group. There he strengthened Microsoft’s collaboration with China’s IT Services industry and related government agencies through investments in software innovation, technology transfer and IT solutions. In his years at Microsoft, Erick led successful initiatives in executive engagement, partner strategy and competitive strategy.
Erick obtained his B.A. in Linguistics from Louisiana State University, and was a Professor of English at Xi’an Jiao Tong University in China. A published author, Erick has contributed to books and articles on technology and culture. He is a frequent keynote speaker at conferences and summits on the topics of business culture, innovation, competition and intellectual property in the software industry.
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Gail Willis, VP Strategic Survey Solutions, Direct Opinions
Gail has over 21 years of experience working closely with clients in a wide variety of industries to develop and deliver actionable satisfaction and research initiatives. Each campaign is focused on identifying the needs, wants, and expectations of customers with the goal of maximizing satisfaction and driving loyalty. Her extensive experience in designing methodologies for data collection, sampling and reporting are focused on delivering actionable results to help clients measure, monitor and improve customer satisfaction. Gail has spent the past five years focusing on the development and implementation of highly-customized Net Promoter survey initiatives for both B2B and B2C organizations, including Guitar Center, United Rentals, UPS Air Freight and Schneider Electric. Gail is a Certified Net Promoter Associate. |
 | Brenda Worrell – Executive Vice President, Idaho Central Credit Union, Pocatello, Idaho
In 2008, Brenda implemented the Member Loyalty Program at Idaho Central Credit Union. This included orchestrating a company wide cultural shift to an employee friendly and service focused organization, re-designing the survey and feedback process, developing measurement and reward systems, helping back office support staff see how they impact service and implementing a Voice of the Member process improvement program. Through these efforts, Idaho Central has experienced a consistent increase in member and employee Net Promoter Scores and members know they have a voice concerning the products and services they offer.
Brenda has worked for Idaho Central, one of the fastest growing credit unions in the nation, for 15 years. In addition to the Member Loyalty Program, she oversees Operations, Information Systems, Compliance, Strategic Initiatives, and Business, Mortgage and Consumer Lending. She graduated from Idaho State University with a BA in Accounting and a Masters of Business Administration. Brenda is a Certified Public Accountant, CUES Certified Senior Executive and Certified Net Promoter Associate.
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