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Advisory Board

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
Victor Milligan

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.

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Ingrid Lindberg
Ingrid Lindberg

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.

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Sandra De Zoysa
Sandra

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.

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Gero Niemeyer
Gero N

Gero Niemeyer is Chief Service Officer at Deutsche Telekom Germany.

Additionally, he is CEO of the subsidiary “Deutsche Telekom Kundenservice GmbH”, which incorporates the 15k+ employee strong customer service operations.

In this role he is responsible for B2C and B2B customer service in Germany with 100+ million annual customer contacts and all sales through service. Over the last five years, Gero and his team significantly improved customer satisfaction, operational efficiency and sales channel share.

In addition to this, Gero is responsible for the company-wide Digitalisation eService initiative, recently introducing personalised predictive services, based on machine learning. He is the board level sponsor of agile working structures, leading the introduction of Design Thinking methods at Deutsche Telekom group-wide.

In his prior role Gero, was CFO and Head of Strategy at Customer Service Germany from 2008 until 2012. He joined Deutsche Telekom in 2005 as Head of Reporting and Workforce Management at T-Mobile Germany. Gero has a background in strategy consulting telecommunications and technology, working for Booz Allen Hamilton for 6 years before joining DT.

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Megan Neale
Megan Neale

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.

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Kerry Bodine
Kerry Bodine

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.

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Edwin van Outersterp
Edwin

Edwin van Outersterp is the Senior Director, Global Customer Service at Sanofi Genzyme.

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Richard George
Richard George

Richard George is the Head of Customer Service Self Service for Thomson Reuters.

Richard was appointed to the role of Head of Customer Service Self Service for Thomson Reuters in October 2016. He is responsible for TR’s Global Customer Self Service Strategy, Transformation and Operation across the Finance, Risk and Media businesses. In 2016, Richard was inducted into the BIMA Top 100, recognising the key digital influencers in the UK.

Prior to his appointment, Richard was Director of Digital for eir Group (previously eircom). He was responsible for eir’s digital vision, strategy and change programmes, as well as managing all of the Sales and Service digital touch points and performance. During his tenure, eir 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”.

Richard has also worked for O2 Telefónica as Head of Online Sales, and was integral to the team that delivered a new website for O2, which went on to win 2014’s websiteoftheyear.co.uk, and previously worked as part of O2 Telefónica’s digital transformation programme, owning the development of self service capability online and within retail.

Richard began his career with Marks and Spencer, where he held a number of retail management, and eCommerce and multichannel business development positions.

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Kai Schubert
Kai Schubert

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.

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Dawn Cronogue
Dawn Cronogue

Dawn Cronogue is the Contact Centres Director of Brakes Group.

Dawn is an industry leading Contact Centre Director, with over 20 years experience both at a UK and Global level. Dawn’s career spans across sectors including hospitality, engineering, automotive retail, logistics, distribution and now the food service industry with Brakes UK. She 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 for all Brakes customers in the UK, covering both sales and service interactions for every customer, across every channel, from large corporate clients through to SME customers.

Prior to joining Brakes, as Customer Service & Contact Centre Director for Staples Europe, Dawn led Staples to win the Best Contact Centre Training Programme award at the European Call Centre and Customer Service Awards in 201,5 and in 2012 won the Best Improvement Strategy award for the results delivered by the Servicology Programme, a programme designed and deployed across Europe by Dawn. Dawn is also a prior winner of the National Sales award for Change management.

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Danny Andrea
Danny Andrea

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.

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Petra Mengelt
Petra Mengelt

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.

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Katherine Hayward
Katherine Hayward

Katherine Hayward is Vice President of Customer Experience at Scotiabank’s International Bank

Katherine is responsible for the experience Scotiabank delivers to its 8 million customers through its branches in Latin America and the Caribbean. Her team is responsible for the sales and service experiences delivered, enhancing the skills and tools of the branch staff to enable them to deliver a superior customer experience. The team designs and governs the customer experience model, branch skills training, sales management frameworks, branch structure, the location and design of branches and the design and implementation of the branch CRM technology.

Katherine’s first role at Scotiabank was designing and launching the Premium Banking proposition which provides a unique customer experience for the mass affluent segment in the 10 largest International Banking markets. Prior to joining Scotiabank in 2011, Katherine worked in strategic, marketing and analytics roles in National Australia Bank in Melbourne and Barclays Bank in London, having started her career as a consultant at the Boston Consulting Group. Katherine has a Masters Degree in Materials Sciences and Metallurgy from Cambridge University.

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Karen Pascoe
Karen Pascoe

Karen Pascoe is the Senior Vice President, Experience Design, Digital Payment & Labs at MasterCard.

In her role, Karen leads the design of key consumer and customer facing experiences in MasterCard’s broader transition to digital. She is also leading design of their third party developer tools, to bring MasterCard capabilities to a broader set of commerce and money movement innovations in the digital and physical world.

Karen’s focus is connecting business strategy with deep user insights to deliver innovative design solutions at a global scale. She’s also an expert in design for transactional systems with the unique challenges they present from an execution perspective.

Prior to joining MasterCard, Karen has held experience design leadership roles at PayPal and JPMorgan Chase. She lives and works in New York City.

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Annette Höher-Bäuerle
Annette Höher-Bäuerle

Annette Höher-Bäuerle is the Group Customer Experience Director for the Thomas Cook Group.

She has been with Thomas Cook for nearly 15 years in very different roles and areas. She started as a corporate lawyer focusing on cross-border Mergers & Acquisitions before she left Legal with the aim to move closer to the business itself and to the customer.

After leading the Customer Relations team for German market she built up and developed an industry-leading Quality Management function for the whole Thomas Cook Group, which focused on continuously improving Thomas Cook’s hotel offering.

During 2015 she developed the function further into a group-wide Customer Experience function with focus on cultural transformation as well as improving and designing the future customer experience of the holiday company.

Annette now leads an international team which is responsible for the development and implementation of the Thomas Cook CX Roadmap, including customer experience design & innovation.

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Luke Gregory
Luke Gregory

Luke Gregory is Head of Digital, EMEA at Facebook.

Luke started his digital marketing career at Microsoft and for 10 years worked on several of their global brands, including Xbox, MSN and Windows across the UK, EMEA and International teams. Luke’s focus at Microsoft was on digital and product marketing, establishing digital and social media as a fundamental part of marketing strategy.

Subsequent to Microsoft, Luke joined the BBC to develop a digital marketing strategy for some of the UK’s most valued TV and Radio brands through the BBC iPlayer on-demand services.

He joined Facebook in 2015 to lead the Digital Marketing team for EMEA. He also works with a number of non-profit organisations around the UK, assisting them with digital marketing strategy.

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Jim Rembach
Jim Rembach

Jim Rembach is a certified emotional intelligence practitioner, speaker, coach, workshop leader, and advisor.

He is the founder of Beyond Morale, a founding member of the Customer Experience Professionals Association’s CX Expert Panel, an advisory board member for customer value creation International (CVCI), an advisory board member for CX University, Host of the Fast Leader Show podcast, board chair for Call Center Coach, an ICMI top 50 thought leader, and a customer experience influencer with IQPC.

Jim specialises in applying emotional intelligence to customer experience and employee engagement to lead organisations in their customer-centric transformations. He is also a certified employee retention specialist, certified better place to work expert, and an empathy mapping expert. He has served on several profit and not-for-profit boards and is a frequent speaker at industry events.

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