Royston leads the Adobe Alliance across EMEA, focusing on clients in the Media and Telecoms industry. He has 23 years consultancy experience, and specializes in enabling digital channels, combining platforms and improving customer experience.
Angie leads the enterprise Customer Experience Community of Practice and VoC Portfolio at The Hartford. She has implemented programs that emphasize the importance of understanding the customer, the power of building relationships and the tools to obtain insights that enable continuous improvement.
Carolyn leads Loyalty Marketing and the Guest Center of Excellence for Target. She is responsible for the deepening of relationships with Target guests through the strategic development and launch of a new loyalty platform, as well as through understanding consumer behavior and perception of Target across all channels and businesses.
Kathy leads IBM’s global Market Development & Insights function, partnering with leaders from across the company to provide a trusted, objective view of the market and its impact on IBM. Kathy’s team is responsible for the implementation of the IBM enterprise CX platform, using NPS to activate the continuing transformation to client centricity at IBM.
Scott leads Medallia’s Global Field Organization and is responsible for Sales, Alliances, Business Development, and the Technical Ecosystem. Prior to Medallia, Scott spent over 10 years at VMWare, where he helped increase revenue from $40M to over $4.6B. He was also a founding leader at Pivotal where he oversaw all customer-facing activities.
Toni leads the Partners and Alliances strategy and GTM for Medallia leading the efforts to build a predictable and profitable business with and through Partners. Toni joined Medallia at the end of 2017 and prior held the role of Channel Chief at Qlik responsible for the corporate and field partner sales and its partner evolution. Prior to Qlik Toni held senior partner leadership positions at VMWare and Symantec.
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.
Author & Digital Marketing Evangelist at Google, Google
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.
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.
Ori was CEO at Digital Voice of the Customer leader, Kampyle, and joined Medallia in October 2016 as part of Medallia’s acquisition of Kampyle. Ori has held various executive positions including CMO & GM at Jajah, an innovative VoIP platform; CMO at MyHeritage; and founder and CEO of two startups.
Charlie Herrin serves as Executive Vice President and Chief Customer Experience Officer for Comcast Cable. In this role, Charlie serves as a customer advocate, partnering with leaders across all business units to transform the customer experience and ensure that customers are at the center of every business decision.
Senior Director, Customer Success, CA Technologies
Donna leads CA’s Customer Insights team and is responsible for global NPS initiatives that include customer, partner, product, support and services surveys as well as customer experience (CX) communications. Under her leadership, the NPS program has become a key metric for measuring the success of CA’s CX transformation.
Matan is an experienced software developer who created and manages the mobile R&D team at Medallia for Digital. Equipped with vast knowledge in Mobile App programing on the server side and front end, his mission is to develop and enable great customer experiences across mobile devices and platforms. Prior to Medallia, Matan formed and led several engineering teams at Jive Software. He is a true believer and contributor to open source and his biggest passion is to bring academic knowledge into real world engineering problems.
Matan is a seasoned Product Manager at Medallia for Digital. His extensive PM experience in B2B,B2C & B2B2C helps him orchestrate multi-channel CX products across various digital touchpoints (desktop, web, apps). Before Medallia, Matan has been working for nearly a decade at mce Systems and comes from a wide background of digital transformation where he specializes in the mobile device world. Today he leads Medallia for Digital’s Mobile In-App solution and oversees the whole product design and roadmap.
Luke leads CX personalization at Comcast. His teams build and operate data-driven solutions that scale to millions of customers while solving individual customer needs. Luke has held leadership roles driving technology, product development and business transformation at Comcast, Lockheed Martin and an enterprise software start-up.
SVP of Voice of Customer and Journey Impact Analytics, Citi
Lakshmi leads the VOC analytics across Brand, Product & Service for NA Cards. He works closely with Product & Journey teams to establish NPS goals, identify opportunities and prioritize investments/initiatives.
Matt works to provide best-in-class CX products, processes, and feedback mechanisms to 17 countries and 3 lines of business. His program has collected and analyzed millions of customer feedback surveys and is the backbone to measuring CX at Citi. His team brings the customer voice to life every day for thousands of employees around the globe.
Director, Customer Experience & Market Insights, United States Postal Service
Dan currently works at the United States Postal Service as the Director, Customer Experience and Market Insights. He identifies new opportunities for growth, assess commercial and consumer needs, and facilitates actions across the business to improve the customer experience. By combining research and stakeholder engagement, Dan helps provide a deeper understanding of the customer and the marketplace.
Keith leads the Medallia implementation program across BT Business & Public Sector. He is responsible for the polling strategy bringing together interaction, journey and perception surveys, owning the technical deployment, cultural change initiatives and working pan group to ensure the business is leveraging insight to drive growth and customer advocacy.
Executive Director, Consumer Insights, M•A•C Cosmetics, Smashbox, Bobbi Brown
Theresa focuses on in-depth understanding of consumer dynamics, category analysis, and shopper experience. She is responsible for bringing the voice of the customer to the center of the brand strategies and execution.
Julia leads the development of Medallia’s approach to and execution of Employee Programs across Medallia’s client base. The link between employee engagement and business results grew to be a personal passion for Julia during her tenure as CCO at HuddleUp, a team-feedback-focused venture started by Fred Reichheld in 2012, and subsequently acquired by Medallia in 2015.
Joanna is experienced Senior Manager of Technical Solutions Consulting and her focus is to advise new and current strategic accounts on program design, best practices, and custom use cases for Text Analytics implementations. Her 7 year career focus on Text Analytics put her at the forefront of unstructured data challenges and experience in building strategic programs to address these challenges.
Wojtek leads the team building the Medallia Web Application and is focused on bringing easy to use beautiful tools to all of Medallia’s users. He’s been with Medallia for 3 years – and has worked on Text Analytics and the Medallia Web Application. Prior to Medallia – Wojtek worked at a location data startup in New York and led a strategy and operations team at Google.
Dave leads the Product team responsible for Data Exports and Report Builder, and is focused on extending Medallia’s self service administration capabilities. He’s been with Medallia for 5 years, splitting his time equally between professional services and product management. Prior to Medallia, Dave developed reporting tools for a leading investment firm.
Michael has spent the last 8 years as a strategist and researcher in Customer Experience, joining Medallia in 2014. At Medallia, Michael helped pioneer Medallia’s Digital Sales and Product strategy, leading to the acquisition of Kampyle in October of 2016 and significant product adoption. Prior to Medallia, Michael has worked with customers such as Microsoft, Starbucks, American Express, Dunkin’ Donuts, and The Home Depot.
Herman is the product lead for Medallia Conversations, which allows businesses to engage with their customers ‘in the moment’ over popular messaging channels like SMS and Facebook Messenger. Herman is an avid user of messaging applications and previously held product management roles at Twitter and Google focused on mobile advertising & enterprise solutions.
With over 15 years retail experience, Dustin leads the customer experience team at Bloomingdale’s. He is responsible for the strategy and execution of all customer experience-related initiatives, utilizing key insights from customer feedback to drive growth, loyalty and enhance every aspect of the shopping experience across channels.
Principal - Employee Experience Offering Leader, Deloitte
Jannine helps companies develop and integrate service delivery models across the operations and technology spectrum, with a focus on enhancing the employee experience and delivery of services to promote improved performance companywide.
Jennifer focuses on organizational transformations that equip the workforce to deliver on business strategy. She specializes in improving employee experience through human-centered design and solutions that drive measurable improvements in talent, customer and performance outcomes.
Practice Leader, Strategy & Research, Deloitte & Touche LLP
Rick Reilly has specialized in customer experience for over 15 years as an operator, brand agency consultant, and researcher. He currently designs and manages brand and CX measurement programs for large, global entities. Advising more than 70 brands in 140+ countries, Rick is considered a leading authority on quality assurance in the hospitality industry.
An early adopter of NPS, Desirree has designed and led CX programs for the past 15 years in Fortune 500 and start up high-tech companies. Having also held leadership responsibilities in HR and Sales, she is passionate about creating results-oriented experiences that improve the lives of both the customer and employees.
Shannon is responsible for strategy around delivering to clients the PwC Experience, which includes oversight of the firm’s client relationship programs, utilizing the Net Promoter System (NPS) methodology. Shannon also manages the reporting and analytics for CX, emphasizing client and firm-wide action, as well as predictive analytics.
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.
Vice President Customer Experience & Analytics, Liberty Global
Liberty Global is the world’s largest international TV and broadband company, with operations in 12 European countries under the consumer brands Virgin Media, Unitymedia, Telenet and UPC. There Morgan leads Liberty Global’s companywide programs in Customer Experience/NPS, Customer Marketing/CRM & Customer Insight/Analytics & Data.
Managing Director, Communications, Media & Technology, Accenture
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.
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.”