Rob founded and leads the firm’s Customer Strategy & Marketing Practice. He co-authored The Ultimate Question 2.0, the New York Times bestseller that introduced the Net Promoter System. His client work focuses on leading customer experience transfomations.
Saideep leads the global Accenture Cloud First Applications team. Over his 25 years with Accenture, Saideep has advised clients on cloud strategies including, shaping roadmaps and architectures to the cloud, leading transformational change programs and mobilizing cloud-powered managed services.
Through his blog and best-selling books, Avinash is a recognized authority on how executive teams can leverage digital platforms and data to out-innovate their competitors and achieve superior financial results. He puts frameworks around the often frenetic digital world, and combines that with the idea that investing in talented people is key to long-term success.
Theresa is a high-energy international marketing executive with a passion for the customer and creating high performance teams. Theresa is passionate about driving change to create personalized, connected, human experiences for customers in a digital age and has won numerous awards including American Banker’s Top 25 women to watch.
SVP, Preferred & Small Business Client Services Executive, Bank of America
Jason leads a team of 3000, executing Bank of America’s client services and fraud operations divisions. He oversees client experience strategy, fraud protection, and operational excellence at 10 sites across the US. Jason is a graduate of the US Air Force Academy and has his MBA from the University of Arizona.
Tracey D. Brown
Sr. VP of Operations and Chief Experience Officer, Sam's Club
With more than 25 years of experience in driving global business growth, leveraging data to connect consumers with brands, and creating omni-channel experiences to escalate customer loyalty, Tracey is now responsible for the Operations Transformation of Sam’s Club, and for bringing to life the best shopping experiences for our members.
Rachel writes of and researches how technology is transforming trust. Her 2nd book, Who Can You Trust?, explains the revolutionary shift in trust from institutions to individuals. Her TED talks have received 3.5M views. She has been recognized as a Young Global Leader by the World Economic Forum and Top 50 Thought Leader by Thinkers50.
Jennifer leads Groups & Community at Facebook, central to the company’s new mission to bring the world closer together. Prior to Facebook, Jennifer was President & COO of Change.org, a social impact company. She was previously a startup CEO and held executive roles at Yahoo! and Google. Her first book, Purposeful, will be published by Penguin Portfolio in May of 2018.
Global Customer Growth and Innovation Evangelist, Salesforce
Tiffani was recognized in 2014 as one of the most Powerful and Influential Women in California by the National Diversity Council, Top 50 Marketing Thought Leaders by Brand Quarterly Magazine in 2016, and a Top Sales Influencer on LinkedIn. She is known for her cutting-edge analysis and skill at inventing bold strategies for growth and customer success.
Borge Hald co-founded Medallia with Amy Pressman in 2001. Before starting Medallia, Borge led strategy and operational improvement projects for the Boston Consulting Group. Prior to this, he worked at Morgan Stanley as an associate, at P&G as a financial analyst, and served as a lieutenant in the Norwegian Air Force.
Krish joined Medallia in 2016, bringing a deep background in data, analytics, enterprise software, and SaaS into his role as Chief Product Officer. Most recently he worked at First Data, a global commerce SaaS company, where he built their Information & Analytics Solution from scratch. Prior to First Data, he worked at SAP for almost eight years in increasingly senior product roles.
Gregor leads an interdisciplinary team of researchers, designers and engineers, working at the interface of human and machine intelligence. Its single aim is to enable Medallia’s customers to interact with their customers in satisfying and emotionally connected ways, regardless of scale.
Peter’s work focuses on experimentation and innovation, combining behavioral research with technology and analytics to help organizations make better decisions. Prior to Medallia, he was part of an interdisciplinary team at Carnegie Mellon University, where he earned his PhD in Behavioral Decision Research.
Managing Director, Human Capital, Organization Transformation and Talent, Deloitte
Hilary is a director in Deloitte’s Human Capital Organization Transformation practice. She has more than thirteen years of experience leading and driving business readiness programs for Fortune 500 clients undergoing large-scale transformation efforts. Areas of experience include: global strategic change leadership programs, technology adoption, communication strategies, program/project leadership, executive leadership development, organization transformation, and learning programs.
Vice President Customer Experience & Analytics, Liberty Global
Ami is responsible for Accenture’s Management Consulting Business and Customers & Channels Business Practice in North America West. During her 17 years with Accenture, Ami has become skilled in large scale business transformation, customer experience, sales and service operations and Software as a Service.
Director Customer Strategy and Insights, Home Depot
Brendan has extensive experience in creating and driving strategic initiatives across a variety of industries including retail, healthcare, tech and education. He has a proven track record of leading teams to solve difficult problems that deliver strong financial and operational results. He currently lead Customer Strategy and Insights for Home Depot.
Bart-Jan co-leads the ABN AMRO Retail data and CX department, focusing on customer experience strategy and data driven emotional customer journeys. Prior to this, Bart-Jan was a management consultant at Bain & Company focusing on private equity, full potential strategies and NPS implementations across a variety of industries.
Nicolle has been architecting and leading client-centric organizations for 15+ years that deliver value for clients, profitability for shareholders, and inspire associates. She also leads CX for TEDx San Francisco and additional information can be found at nicolleparadise.com.
Jeroen van Deurzen
Strategy Consultant Customer Experience (VP), ABN AMRO
Jeroen rolled out the Closed Loop Feedback program at ABN Amro in 2016, and has been expanding coverage to different teams, functions and customer interactions since. He partnered with Medallia on the first Medallia Initiative Tracker at AAB last year. Previously, Jeroen has worked in Banking for several years, leading several customer oriented functions.
Vice President, Market Research and Analytics, IBM
Evan is responsible for IBM’s enterprise-wide NPS program, as well as Brand Health, Primary Research, and the application of advanced analytics to client centric programs. He has worked for IBM in various strategy and analytics roles for over thirteen years.
For over 20 years Jennifer has effectively led diverse teams of all sizes. Throughout her career, she has leveraged and created technology solutions to improve scale and operational efficiencies, with direct impact on business outcomes. Her unique blend of software engineering and business savvy helps to inform product solutions and business operations.
Preferred & Small Business Customer Segment Manager, Bank of America
David is responsible for the strategy and execution of the tactics to deliver a high tech/high touch client experience to this segment. This includes new hire and on-the- job training, ongoing education, skill enhancements, and coaching. His team is also responsible for new leader onboarding and development, customer analytics, process improvements and procedures.
Marty currently is working to improve and productize the customer experience at Comcast. Previously, he was a founder/founding team member for several start-ups. His Engineering and Organizational Dynamics studies were at RPI and UPENN and he serves as a board member for The Lyra Society.
Brian leads Target’s Guest Experience function, including experience strategy, measurement, insights, and enterprise activation. He’s spent 12+ years at Target in various strategy, insights, and experience functions.
Senior Program Manager, HeartBeat Strategy & Operations, IHG
Angela is the program manager of IHG’s Customer Experience Strategy & Operations team, responsible for full program lifecycle from innovations to process improvement to insights and analytics. Prior to IHG, she was a management consultant focusing on customer experience, analytics, and sales strategy within the hospitality industry.
Global Director, Customer Experience Strategy & Operations, IHG
Catherine manages IHG’s customer feedback and experience, globally. Prior to this, Catherine was a management consultant driving Process Management and Optimization, Change Management and Strategic Communications for clients in a myriad of industries. A graduate of Tufts University, Catherine earned her MBA from the Instituto de Empresa in Madrid, Spain.
Martin is a conversion expert, with over 25 years of experience. He has optimized conversion rates for many clients, generating millions of dollars in incremental revenue. His success stories range from changing one conversion barrier on a client site, generating an incremental $1M a year, to helping an online retailer increase their conversion rate by over 400%.
Bruce is often called the “Godfather of Customer Experience” and has been credited with creating the customer experience movement. He has helped hundreds of organizations transform their customer experience. Bruce is also co-founder of the Customer Experience Professionals Association and author of the popular blog, Customer Experience Matters.
Analyst, Customer Experience, Forrester Research Group
Faith is an analyst serving Customer Experience Professionals. Her research focus areas include customer experience measurement and customer-centric culture. Most recently, she was the customer experience director in the insurance division of John Hancock. Leveraging the voice of the customer, she helped establish a different approach to building loyalty, increasing customer lifetime value and improving the bottom line.
John and his team use feedback & metrics to turn advisors into advocates. Through voice of client programs and business analytics, the team delivers insights that drive action. Partnering across the business, John & team help shape the strategic focus of TD Ameritrade Institutional to transform lives & investing for the better.
Consumer Client Care Strategy Executive, Bank of America
Susie leads the strategy for how the business leverages client feedback across 67 million clients and 39 million interactions every day. Her group manages Bank of America Voices, a client feedback program touching 500,000 clients daily, delivering real time feedback to 50,000 users from the front line to the C-suite.
John leads the Medallia Institute, which develops educational programs in customer experience best practices. He has run workshops with more than 2,000 program leaders across a variety of industries. Prior to joining Medallia, John led the Net Promoter community, working closely with customer loyalty author Fred Reichheld on the NPS approach.
Jeanne held the first CCO role for Lands’ End, Microsoft, Coldwell Banker and Allstate Corp, where she moved the customer to the strategic agenda, creating transformational changes to each brands’ customer experience. She now guides the C-Suite worldwide on business growth by improving customers’ lives. She is the author of four best-selling books on “CX.”
Leading Medallia’s CX Strategy & Insights team, Sri helps customers tell data driven stories and drive operational changes. Sri has also worked as an economic consultant for FTI and Navigant Consulting focusing on M&A/Strategy and analytical consulting in a variety of industries including: Financial Services, Retail, Telecom, Airlines, and Oil & Gas.
Phil has guided and led organizations to achieve sustainable growth through customer-centered strategies, and currently leads Accenture’s VOC practice and CX efforts globally. Previous to Accenture, Phil was a partner at Bain & Co. where he led corporate and BU strategy efforts and was a member of the firm’s Financial Services and Customer Insights practices.
Emma leads Medallia’s Research Practice responsible for developing insights and frameworks that define how companies will win in the future through customer experience. Prior to Medallia, she was a consultant for over five years in Deloitte’s Financial Advisory practices in the US, the UK, and Spain.
Graham leads Comcast’s Customer Insights group, accountable for all primary and secondary research, including technical platforms, impact analysis and communication of intelligence that best defines, prioritizes and drives enhancements to Comcast’s Customer & Employee Experiences.
Brian spent the last 18 years in leadership roles in customer experience, product management, and process improvement at HP, Intuit, and Sprint. At Intuit, Brian helped pioneer the worldwide NPS movement as the first company to adopt NPS. He led the company’s NPS community and was featured in “The Ultimate Question 2.0.”