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.

Martijn Brouwer
Martijn Brouwer

Martijn Brouwer is the GM Astronaut Experience and Hospitality for Virgin Galactic.

After graduating, Brouwer decided to explore the world by travelling abroad and he has since lived and worked in some of the most idyllic places imaginable, delivering, world-class and distinct customer service.

His 20-year career includes leading roles on exclusive private islands, such as Richard Branson’s Necker Island in the BVIs and the award winning North Island in the Seychelles. More recently he opened Vana Retreats, a 90-bedroom, 42-treatment room wellness retreat in the foothills of the Himalayas, and a private member health and wellness club in the prestigious South Kensington area of London.

Brouwer is currently responsible for the astronaut experience and hospitality for Virgin Galactic, the world’s first commercial space line. His commitment to unique, distinct and tailor-made experiences is recognised by Branson and led to his appointment. He is responsible for building and developing the end-to-end customer experience in New Mexico, including the fit-out of Spaceport America.

Once operational, Brouwer’s aim is to ensure customers have as amazing a time on the ground as in space, no small challenge!

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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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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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Todd Gilliam
Todd Gilliam Comcast

Todd Gilliam, Executive Director, Business Process Effectiveness, National Customer Service, Comcast

Gilliam partners with customer experience to develop strategic improvements and drives their execution across Comcast customer care. For example, he and his team have been at the center of efforts to improve call transfer handling, caller authentication and handling of customer moves. Additionally, Gilliam leads developing wider strategy and priorities around overall customer care improvement both in national centers of excellence and across divisional care structure. 

Prior to joining Comcast, Gilliam developed call center sourcing strategy as well as managing functions across call centers including analytics & forecasting, quality, training, workforce management and supplier management for both Barclays Bank and Capital One. Earlier in his career, he gained deep experience in process engineering and product development as a management consultant and analyst in online advertising. 

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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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Claire Hill
Claire Hill

Claire Hill is the Customer Service Director at boohoo.com

Claire joined boohoo.com in November 2015 as Customer Services Director. She previous held the role of Director of Customer Services  for JDWilliams, a FTSE 250 multi-channel retailer with group revenue in excess of £800m.

With over 20 years’ experience in customer service, Claire has delivered transformational projects with significant impact on employees and customers. Her career extends across in-house and outsourced customer service and financial service operations across Europe and the USA.

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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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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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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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Katy Pearce
Katy Pearce

Katy Pearce is the Head of Customer Experience at Vodafone Group Enterprise.

She joined Vodafone in 2008, following several years working with IBM partners to optimise processes for their customers.  She has held a variety of customer-focussed roles in Vodafone, moving to her current role to lead the customer experience excellence programme for all Enterprise segments (SOHO – Multinational) across the Vodafone global footprint of 21 markets in 2015.

Pearce is responsible for developing a consistent strategy for all Vodafone’s B2B customers and ensuring consistent implementation globally.  This includes a focus on CX culture for frontline and head office functions and rolling out a single platform to measure customer experience at key customer journeys.

“Despite great steps forward, there is always more to do, as once an excellent customer experience is delivered, customers expect more!”

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Seppo Roponen
Seppo

Seppo Roponen is the Head of Customer Insight at VR Group.

In his role, Roponen is responsible for collecting, analysing and delivering customer-related insight within Finnish Rail. Customer insight is generated from various sources of wisdom: from studies and surveys, customer feedback, customer experience measurement, sales data, channel measurements (mobile, web, campaigns).


Roponen facilitates processes of applying customer insight in business relevant manner. In the core of making insight actionable is summarisation of major findings from different studies and interpreting highlights to key audiences and decision-makers. As Head of Customer Insight he also actively supports the usage of customer-related metrics around passenger services.

In Finland, Roponen is known as an old-school data professional who has worked in digital space for 30 years. His experience comes from all industries people can imagine. After helping dinosaurs to plug their modems, he has worked with hundreds of companies, from a-man-and-a-dog companies to global giants. Finnish media and event organisers also know this data-minded veteran of digital well.

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Mårten Tötterman
Mårten Tötterman

Mårten Tötterman is the Head of Customer Experience at Thomas Cook Northern Europe.

He has been with Thomas Cook for nearly 20 years and has spent about half this time overseas in different destinations. Based in the Nordic´s head office in Stockholm since 2007, Tötterman has worked in various positions but mainly within quality management, crises management, health & safety, risk management and corporate responsibility.

The role as Head of Customer Experience for the four Nordic countries has been held since 2014 and today he works very tight with the rest of the Thomas Cook Group, meaning joint projects and initiatives with colleagues from England, Spain, Holland, Germany, Greece, Belgium, Turkey and many more.

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Erik Vercoutere
Erik Vercouteren

Erik Vercouteren is Executive Vice President Customer Experience at KPN, Royal Dutch Telecoms.

He is responsible for realising KPN’s ambitions in strongly improving customers’ appreciation for KPN and making the company rank among the top service providers of The Netherlands. Together with his CX team he collects customers’ feedback and translates this into actionable insights, (re)designs customer journeys and runs the company-wide transformation program to increase customer-centricity at KPN.

Previously, Vercouteren held different management positions within KPN; as an Operations Manager he was responsible for KPN’s mobile network, as a Program Manager he introduced 4G in The Netherlands, and he was overall responsible for KPN’s products and processes in the consumer market division.

 

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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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