The CX Network Advisory Board is an international group of customer experience, customer service, insight, marketing and digital experts from leading practitioner, vendor and analyst firms. Each member is carefully selected for their experience and knowledge, ensuring the CX Network is driven by well-rounded advice. The Advisory Board assist us in researching and developing relevant, timely and thought leading content for the community, as well as guiding us on market trends, industry leading products and services, high quality contributors and speakers and agenda content for upcoming live and online events.
Victor Milligan is the Chief Marketing Officer of Forrester Research.
As Chief Marketing Officer (CMO), Victor leads a global marketing organisation responsible for promoting and protecting the Forrester brand and converting customer insight into compelling and memorable client experiences.
Victor is an experienced senior marketing executive, having served as CMO at two previous companies, Nexage and Lavastorm Analytics. Victor established Nexage as the leader in the highly dynamic mobile advertising market that was driven by two mega-forces: the mobile revolution and programmatic technologies. He converted that leadership into three years of triple-digit growth. At Lavastorm, Victor positioned the company and its technology to enter the operational analytics space, helping enterprises understand and capitalise on an agile analytic approach to discover risks or hidden value in critical customer processes.
Prior to that, Victor was a Group Vice President & Senior Managing Partner for Gartner Consulting and ran the Global Industries group. Before Gartner, Victor spent nine years with Booz Allen Hamilton. Victor began his career in the US Air Force Space Command where he worked on classified satellite programmes and with the teams that launched the Global Positioning System, the foundation for so many location-based services today.
Read Victor Milligan's latest thinking on his blog.
Ingrid Lindberg is the Founder and CXO of Chief Customer and former Chief Customer Experience Officer for CIGNA & Prime Therapeutics.
Ingrid is a serial Customer Experience Officer (CXO). As one of the first CXOs, she has been on the leading edge of customer experience for over 20 years. She has worked with numerous Fortune 500 companies across Financial Services, Healthcare, Packaged Goods and Retail, helping them to create differentiating customer experience strategies and cultures.
Ingrid is the Founder and CXO at Chief Customer and helps companies turn theory into practice – making their customer experience strategies real, from CSRs to the C-Suite. Lindberg was the Chief Experience Officer at Cigna and at Prime Therapeutics and has held roles with American Express, Ceridian, SSgA, First Data, Pillsbury and Pier One, always working to enhance experiences for employees and customers.
Ingrid is a well known international public speaker and is heavily quoted by top publications including the Wall Street Journal, New York Times, Atlanta Constitution Journal and Kiplingers.
Sandra De Zoysa is the Group Chief Customer Officer at Dialog Axiata PLC.
Sandra is the Group Chief Customer Officer and the chairperson of the Customer Experience Excellence Group Leadership Committee of Dialog Axiata PLC, Sri Lanka’s premier Telco and a subsidiary of Axiata Group Berhad. She has over 25 years of experience in the mobile telecommunication industry.
Sandra is a Certified Customer Experience Professional (CCXP). She also is a founding member and a former Director of the board of SLASSCOM, the national IT-BPO chamber and currently heads the quality forum of SLASSCOM.
In 2015, she received the Customer Experience Impact Award presented by Customer Experience Professionals Association, USA and in 2011, Sandra was honoured with the Industry Champion Award for Sri Lanka at the Contact Centre World Conference, Australia. She was also ranked among the Top 10 most powerful business women in Sri Lanka by the Echelon magazine.
Sandra is a visiting Lecture at the University of Colombo, School of Computing on customer experience management and is also an avid speaker at Global Customer Experience Events.
Paul Sands is Director of Retail Development and Customer Experience at Bang and Olufsen.
Paul looks after all aspects of the retail experience including store location and design, staff training and new in-store proposition development. Prior to joining B&O Paul also held customer experience leadership roles in Barclays Bank and Virgin Atlantic, in the UK, Japan and Hong Kong.
He holds an MBA from Durham University, a PhD in sustainable innovation from Manchester Metropolitan, and is a regular conference speaker on customer engagement strategy.
Gero Niemeyer is Managing Director of Customer Service at Deutsche Telekom Germany.
Gero is Managing Director of the Customer Service (DTKS GmbH) at Deutsche Telekom since November 2013. In his current role he has been responsible for the expansion of customer service in social media and for a variety of innovations for best-in-class customer care. As a global responsible manager of cross-functional programmes, e.g. K1 (Customer in Focus), he aims the continuous and overall improvement of customer service and processes. Gero is passionate about linking customer experience to financial return and he embraces digitalisation to meet changing customer expectations.
Prior to his appointment, Gero was CFO of DTKS GmbH. His Deutsche Telekom career began in 2005 in the area of customer service steering of T-Mobile Germany. Before that Gero worked for the strategy consulting company Booz Allen Hamilton in the area of finance and telecommunication.
Megan Neale is the Global Head of Consumer Engagement Centres at Unilever.
Megan is an accomplished business executive, working for Unilever as Global Head of Consumer Engagement Centres and PC-1 as Digital Transformation, Executive Director. Before Joining PC-1 Megan was Executive Director, Transformation Strategy & Operations at HGS Europe.
With over 20 years of experience in the customer management and contact centre BPO industry, Megan has worked with an array of reputed clients in Europe across Consumer Goods, Telecom, Government and Retail sectors – helping build successful customer engagement solutions and delivering transformational solutions and operational excellence for businesses.
Combined with her international track record with some of UK's most innovative high street retailers, she is an expert at understanding the consumer journey and the role of a true multi-channel customer service strategy within the continuity of customers’ experience as the line between our digital and physical worlds continue to blur.
Kerry Bodine is a Consultant at Kerry Bodine & Co.
Her book, Outside In: The Power of Putting Customers at the Center of Your Business, helps business leaders understand the financial benefits of great customer experiences—and how their organisations must change in order to deliver them.
In 2014, she founded Kerry Bodine & Co., a customer experience consultancy focused on customer journey mapping and experience design. She’s also a frequent keynote speaker at conferences and private corporate events around the world.
Kerry’s ideas, analysis, and opinions have appeared on sites like The Wall Street Journal, Harvard Business Review, Fast Company, Forbes, and USA Today. She holds a master’s degree in human-computer interaction from Carnegie Mellon University.
Edwin van Outersterp is the Senior Director, Global Customer Service at Sanofi Genzyme.Back to Top
Wayne Butterfield is the General Manager – Digital Care at BT.
Wayne is a Customer Service professional who has worked for two of the biggest brands in the UK, with both O2 & BT. Specialising in Digital Customer Service, he pioneered with growing Live Chat, optimising the operation to deliver over 750k Sales & Service Chats a month, before later concentrating on Social Media & Online Communities.
Wayne has shared best practice with many big brands in the UK, and his exploits have led to him presenting at a number of events around the world where he discusses Digital Care, how to create great experiences for customers and his methodology for creating substantial and sustainable channel shift away from costly traditional channels.
Richard George is the Director of Digital at eir Group.
Richard was appointed to the role of Director of Digital for eir Group (previously eircom) in October 2014. He is responsible for eir’s digital vision, strategy and change programmes, as well as managing all of the digital touch points across eir and Meteor sales and service. During his tenure, eir has delivered the multi-award winning “my eir” app, a new eCommerce website, as well as Ireland's largest digital rebrand in 20 years. eir was recently recognised in the 2016 DMA awards, winning “Best Digital Strategy”.
Prior to his appointment, Richard was Head of Online Sales for O2 Telefónica in the UK, and was integral to the team that delivered a new website for O2, which went on to win 2014’s websiteoftheyear.co.uk. Before that he worked as part of O2 Telefónica’s digital transformation programme, owning the development of self service capability online and within retail.
Richard has also worked for Marks and Spencer where he held a number of retail management, and eCommerce and multichannel business development positions. Richard holds a degree in Geography from the University of Southampton.
Kai Schubert is the Vice President, Customer Interaction at airberlin.
Kai began his career in the airline industry in 2008 when he worked as Director Customer Strategy & Service Management at Lufthansa in Frankfurt and Cape Town. Other global organisations that Kai has worked with include Deutsche Telekom and Siemens. His language skills include German, English and French.
Dawn Cox is the Customer Service Director at Staples.
Dawn is an industry leading Customer Service Director with over 20 years experience both at a UK and Global level. Dawn’s career spans across sectors including logistics, distribution, automotive and now retail. Dawn is a true customer champion with an award winning track record in developing great customer service and sales organisations leading large multi functional teams and delivering transformational change and performance improvement, in both the sales and service arena.
In her current role, Dawn is responsible for the contact centre experience all Staples European customers receive from their major corporate customers through to their SOHO customers and consumers.
Dawn defined and deployed the Staples Servicology programme. Having defined the programme, and following the first 12 months of deployment in the UK where the approach delivered outstanding business results, she now spearheads its deployment across Europe. As a result of the programme’s success, in 2015 Dawn led Staples to win the Best Contact Centre Training Programme award at the European Call Centre and Customer Service Awards and in 2012 won the Best Improvement Strategy Award.
A passionate believer that people are the differentiator in any service organisation, for the last 12 years Dawn’s work has focused on transforming service by developing people, and making customer service a viable career path; where talented individuals want to build a future. Dawn focuses her work on looking beyond the cost centre and creating best in class customer and staff experiences that deliver true ROI.
Sanjay Saxena is the Senior Director of Marketing - CE & Operations Transformation at Huawei.
Sanjay holds 22 years of experience within Fortune 500 companies managing CEM projects, and is currently Senior Marketing Director within HUAWEI Global Technical Services.
Alongside this role he is also Head of SmartCare CE Consulting, Head of Global CE Transformation Center, Leader of Digital Workforce Transformation and Contributor to NetOps to DevOps and Service Quality Management API.
Sanjay is a Certified Net Promoter Associate and holds an MBA from Bath University and BTech. from Mangalore University.
Danny Andrea is the Retail Director for Artisan du Chocolat.
Danny’s role is to maintain the luxury and quality standards within the retail sphere, dealingDanny is the Retail Director for Artisan du Chocolat, an innovative and exciting luxury chocolate manufacturer and retailer, at the forefront of new developments and ideas within the chocolate industry.
Danny’s role is to maintain the luxury and quality standards within the retail sphere, dealing with all customer facing outlets and managing strategy for retailing, employment and customer engagement within our retail environments.
Her background is in tax law, from which she then moved into the hospitality sector, and finally into retail 3 years ago, where she sees her future remaining.
Danny’s greatest achievement within customer experience would be having gained an invaluable amount of experience within other sectors, experience that I have been able to bring into my retail career and utilise to enhance the customer experience teachings within my team and wider.
Petra Mengelt is the Customer Service Director of Euroloan Group PLC.
Petra is an advocate of involving all organisation layers to participate in customer experience. To understand customer centricity is not only connecting the service to customers, but making everyone at the company to be responsible for the result. “This is not my responsibility, I don’t know how” is something Petra is not willing to listen to. Instead, she challenges you to ask: “Please, teach me how!”
Petra has ten years of lean management experience in aerospace and metals industry, in both the US and in Europe. For over a decade, she has trained hundreds of people, from entry level employees all the way to board members to improve not only their attitude but also a broader understanding throughout the organisation. As a customer service director at Euroloan Group PLC, Petra is responsible for the customer experience throughout the customer journey. She wants to challenge traditional banking online service to offer emotional experiences that customers remember and are willing to recommend.
Euroloan Group PLC is a rapidly growing international FinTech group, headquartered in Helsinki, Finland. Euroloan has developed the most efficient business models and systems in the market, and is one of the leading service providers in key European markets. The company provides customers with real-time credit, enabled by a fully automated cloud service. Euroloan has consolidated its market position and increased its market share continuously from the time the company was established in 2007.