Advisory Boards

CX Network has a specialist Advisory Board comprising some of the world's leading customer experience practitioners and businesses.


Leadership

Martijn  Brouwer
Martijn Brouwer

GM Astronaut Experience

Virgin Galactic

Dawn Cronogue
Dawn Cronogue

Contact Centres Director

Brakes Group

Richard George
Richard George

Head of Customer Service Self Service

Thomson Reuters

Todd Gilliam
Todd Gilliam

Exec Director, Business Process Effectiveness, National Customer Service

Comcast

Luke Gregory
Luke Gregory

Head of Digital, EMEA

Facebook

Claire Hill
Claire Hill

Customer Experience Director

Express Gifts Ltd

Annette  Höher-Bäuerle
Annette Höher-Bäuerle

Group Customer Experience Director

Thomas Cook Group

Petra Mengelt
Petra Mengelt

Customer Service Director

Euroloan Group PLC

Victor Milligan
Victor Milligan

CMO

Forrester Research

Katy Pearce
Katy Pearce

Head of Customer Experience

Vodafone Group Enterprise

Shanna Pedersen
Shanna Pedersen

Head of Customer Experience, Corporate

BT

Thomas Reby
Thomas Reby

Senior Strategy Manager

Google

Seppo Roponen
Seppo Roponen

Head of Customer Insight

VR Group

Mårten Tötterman
Mårten Tötterman

Head of Customer Experience

Thomas Cook Northern Europe

Erik  Vercouteren
Erik Vercouteren

Executive Vice President Customer Experience

KPN

Edwin van Outersterp
Edwin van Outersterp

Senior Director, Global Customer Service

Sanofi Genzyme



Leadership

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 exclusi... Learn More

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... Learn More

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... Learn More

Todd Gilliam

Todd Gilliam

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 authenti... Learn More

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 f... Learn More

Claire Hill

Claire Hill

Claire Hill is the Customer Experience Director at Express Gifts Ltd.She recently joined the company, driving the CX roadmap as well as taking responsibility for the UK and Philippines customer service operations. Previous to this role, Hill spent two years with boohoo.com as Customer Service Director, accountable for a global, multi-lingual cust... Learn More

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 cus... Learn More

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... Learn More

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, ha... Learn More

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 f... Learn More

Shanna Pedersen

Shanna Pedersen

Shanna Pedersen is Head of Customer Experience for the corporate division in BT and is responsible for building a customer-centric culture and transforming the way they do business.  With a career centered on the customer, Pedersen has extensive experience in telecoms and has held a breadth of leadership roles in operations, service, sales and... Learn More

Thomas Reby

Thomas Reby

Thomas Reby is Strategy Manager for Google.He has extensive experience from technology companies, including Google, YouTube, eBay, Dell and Electronic Arts.During his career he has managed global operations in e-commerce, technical support, content management and digital advertising, as well as held key leadership positions developing strategies fo... Learn More

Seppo Roponen

Seppo Roponen

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 measureme... Learn More

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, crise... Learn More

Erik  Vercouteren

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... Learn More

Edwin van Outersterp

Edwin van Outersterp

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