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Contributors

Customer Experience Network contributors represent the industry's leading practitioners, commentators and thought leaders, and are selected for their experience and ability to deliver valuable insights into the industry's most critical issues.

By sharing presentations, interviews, webinars, videos, podcasts, articles and blogs, these contributors are helping Customer Experience Network become the most valuable source for Customer Experience Network expert commentary and best practice you will find on the web today.

For information on how you can join this group of industry thought leaders, visit our writers guidelines.

Find a Contributor

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IQPC
IQPC
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Seth Adler
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Danny Andrea
Retail Director
Artisan du Chocolat
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...
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Fabrice Andre
Senior Vice President, Operations, West Africa
Orange
Fabrice André is the Senior Vice President, Operations, West Africa at Orange. Fabrice has been fighting for more than 15 years to make customers the real and effective head of the company. Orange, a large telecom services provider, has a clear ambition to become a reference and a strong leader of customer experience in each country where it is...
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Mike Ashton
Managing Director
ABCG Training & Consulting
Mike Ashton is Managing Director of customer experience specialists ABCG. The organisation’s diverse client roster includes Avon, Oracle, RBS, BaxterStorey, Rocco Forte Hotels, Tetra Pak and the Business Centre Association where ABCG run the bca Training Academy for over 400 members.Ashton’s commercial experience includes senior roles with some of...

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Behrad Babaee
Solutions Architect
Avanade
Behrad Babaee is a Solutions Architect at Avanade. He a hands-on Enterprise Architect, specialised in delivering innovative data driven solutions with high scalability, high volume, high throughput, and low latency constraints. He has extensive experience in working with different relational, document, key-value, and graph data stores. He has...
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Rhonda Basler
Director
Hallmark Business Connections
 Rhonda Basler is the Director, Customer Engagement at Hallmark Business Connections. An avid business trend watcher and strategic thinker, her customer advocacy expertise stems from over 15 years’ experience in data-driven brand marketing. Basler started her career working in both inbound and outbound customer service contact centers....
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Kerry Bodine
Consultant
Kerry Bodine & Co.
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...
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Ana Brant
Director, Global Guest Experience & Innovation
Dorchester Collection
Ana Brant is the Director, Global Guest Experience & Innovation at Dorchester Collection (DC) - a luxury brand of "iconic hotels in iconic places". With her 10+ years’ luxury brand experience and leadership, the DC's guest experience index increased by 22% worldwide. A strategist by trade, Ana starts with the relentless pursuit of...
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Sofya Bratus
Sofya Bratus is a Marketing Executive for CX Network.
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Wayne
General Manager – Digital Care
BT
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,...

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Jeremy Cox, Ovum
Prinicpal Analyst, Customer Engagement
Ovum
Jeremy Cox is a Principal Analyst, Customer Engagement at Ovum As part of Ovum’s Customer Engagement team, Jeremy leads the research and insights into CRM and its potential for spearheading customer-driven business transformation (the customer-adaptive enterprise). With over 15 years’ CRM strategy development and implementation experience, on the...
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Dawn Cronogue
Contact Centres Director
Brakes Group
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...
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Michael Cutbill
Michael Cutbill is a leading customer experience (CX) expert in the financial services industry, having been the Marketing Director for Saga Services Ltd and The AA for six and seven years, respectively.

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Manisha Datye
Director, Integration CoE
TCF Bank
Manisha Datye is the Director, Integration CoE at TCF Bank. She is driving IT transformation by modernising integrations, standing up the API technology stack, building an engineering practice at TCF, driving DevOps culture, and getting TCF ready for digital transformation. Previously, she has led many strategic initiatives with global teams...
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Sandra
Group Chief Customer Officer
Dialog Axiata PLC.
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...
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Richard DeSilva
CX Network
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Phil Durand
Director, Customer Experience Management
Confirmit
Phil Durand is the Director, Customer Experience Management at Confirmit. He has worked in customer experience measurement for twenty years. In his role at Confirmit, he works closely with customers to help define and design global Voice of the Customer programmes that deliver business change. He firmly believes that insight is only important when...

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Lisa Ecclesie
Head of Service Culture Corporate Business Unit
Swisscom
Lisa Ecclesie is the Head of Service Culture Corporate Business Unit at Switzerland's largest telco provider, Swisscom. She studied business administration and business communications, and completed a variety of further training courses on management and leadership related topics. At Swisscom she is responsible for establishing and...
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IQPC Editorial Team

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Ben fairbank
Head of Customer Experience
Grab
Ben Fairbank is the Head of Customer Experience at Grab, a ride-hailing app based in Asia. An internationally recognised leader in Customer Experience, Cultural Change Management and Operations, Ben has taken multiple companies to number 1 in their respective markets. He is constantly challenging the way businesses look at their people, who look...
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Maya Fowell
Content Editor
IQPC
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Annette Franz
Blogger
CX Journey
Annette Franz is a customer experience consultant and blogs at CX Journey, where she shares her passion for helping companies understand the importance of the employee experience and its role in delivering an exceptional customer experience. On her blog she reveals how to transform the organisational culture to ensure the customer is at the center...

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Susan Ganesha
Chief Marketing Officer (CMO)
Clarabridge
As Chief Marketing Officer (CMO) at Clarabridge, Susan defines the brand, leads the charge for educational, useful content, and enables both Clarabridge and our partners to promote and deliver on the promise of customer centricity. Over her 25-year career in services and software companies, Susan developed a maniacal focus on customer success and...
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Adrian Garcia-Sierra
Head of Digital and Experience
Axa Wealth
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Richard George
Head of Customer Service Self Service
Thomson Reuters
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,...
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Luke Gregory
Head of Digital, EMEA
Facebook
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...
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Dominic Grounsell
Global Marketing Director
Travelex
Dominic started his marketing career in FMCG with Unilever and has worked across a diverse set of categories including Telco, Credit Cards and Insurance. Recently, he moved into FX and is now Global Marketing Director for Travelex. Outside of the day job, Dominic is a regular conference speaker and contributor to the broader marketing debate. He...
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Tobias Guenther
Senior Legal Counsel and Data Protection Officer
Mapp Digital
Tobias Guenther is the Senior Legal Counsel and Data Protection Officer for global independent marketing technology company Mapp Digital. Guenther worked for international law firms and software companies before joining Mapp Digital and was an attorney for more than 10 years in data protection and digital marketing.

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Katherine Hayward
Vice President of Customer Experience
Scotiabank’s International Bank
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...
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Marko Hein
Senior Director, Digital Solutions
LEGO Systems
Marko Hein is the Senior Director, Digital Solutions LEGO Systems. Marko looks back on more than twenty years active participation in the digital industry. Some of his milestones include Deutsche Telekom where he oversaw the games business as Vice President Games. Prior to that Marko held various senior positions including General Manager for THQ...
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Scott Horace
Scott Horrace is Senior Vice President, Global Contact Centre Management, Global Contact Centre Management with MasterCard Operations & Technology, a global business unit in St. Louis,Missouri. In this role, Horace defines global strategies and leads the Global Contact Centre Management organisation responsible for cardholder services across...
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Annette Höher-Bäuerle
Group Customer Experience Director
Thomas Cook Group
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...

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Gustavo Imhof
Gustavo Imhof is a CX professional with a background in customer experience measurement (or voice of the customer) and customer experience strategy design and implementation. He has held roles in customer insight at KMPG Nunwood and Carlson Wagonlit Travel, and is currently part of the CX team at consumer delivery specialists Hermes. Imhof...
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Stephen Ingledew
Managing Director, Customer and Marketing
Standard Life
Stephen Ingledew is the Managing Director, Customer and Marketing at Standard Life. He has a strategic responsibility for all aspects of marketing with the aim of establishing Standard Life as a leading consumer retail and business brand which is front of mind when people think of a good home for their life savings. Stephen is also Chairman...

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Martin James
Regional Vice President, Northern Europe
DataStax
Martin James is the Regional Vice President, Northern Europe at DataStax. He has has been in the IT industry for over 20 years, most recently focussing on single customer view and customer experience. His expertise is in helping data driven organisations to work with their data in highly effective ways - from aggregation and cleansing through to...
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Radhika Jindal
Marketing Manager
IQPC
Radhika Jindal is a Marketing Manager at IQPC.

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Chris Keogh
Head of Client Service Management
eir Business
Chris Keogh is the Head of Client Service Management at eir Business, where he manages a team of 14 Service Managers across the top 100 accounts and is the Business Leader for ISO20000 Service Management within eir Business. Chris is currently managing the development of a CEM programme, which will span 5 years in its delivery of a Customer...
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shay
Marketing Manager
CX Network
Shay Khosrowshahi is the Marketing Manager at CX Network.
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Oliver King
Co-founding Director
Engine Service Design
Oliver King is a co-founding director of Engine Service Design. He's a recognised pioneer in his field who regularly speaks and writes internationally on service design and innovation. He also presented "Made for the Masses", an ITV series exploring the history and design of everyday objects that have become icons of British design, and he...
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Sheryl Kingstone
Research Director
451 Research
Sheryl Kingstone is the Research Director of Business Applications at 451 Research, which covers the rapid evolution of business applications and how they serve in a digitally transformed world. Technologies and applications have a profound effect on employees, customers and partners as businesses transition from digitisation to true...
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Dr Phil Klaus
Dr. Phil Klaus is a Professor of Customer Experience and Marketing Strategy. His award-winning research has appeared in a wide range of journals and he is a frequent keynote speaker at public and in-company seminars and conferences around the world. He advices blue-chip companies on CX strategy and has written the best-selling book ‘...
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Zach Koff
Chief Operating Officer
Shake Shack
Zach Koff is the Chief Operating Officer at Shake Shack, having previously served as Shake Shack’s Vice President of Operations from April of 2012 until December of 2016. Prior to becoming Vice President of Operations, he served as Director of Operations since February 2010, and opened Shake Shack’s 4th location in Miami Beach. Prior to leading...

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tim lambert
Group Head of Commercial Development
CX Network
Tim has worked in commercial leadership roles across IQPC since 2001, currently leading the commercial team responsible for sponsorship partners for CX Network. A founding member of the Customer Experience Exchanges, Tim’s primary focus for CX Network is on growing meaningful, innovative partnerships that deliver maximum value for our Sponsor...
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Sarah Lattouf
Marketing Manager
CX Network
As the CX Network’s Marketing Manager, Sarah is responsible for planning and executing all multi-channel marketing campaigns. She drives brand awareness and thought leadership through targeted marketing activities, to grow CX Network and support its partners. You can contact her on sarah@cxnetwork.com.
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Ingrid Lindberg
Founder and CXO
Chief Customer
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...
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Jonathon Little
Partner
Jones Day
Jonathon Little is Partner at Jones Day. His practice focuses on commercial projects involving the use of technology. He advises on data protection, cyber security, commercial and technology regulation, IT licensing and procurements and outsourcing projects. He also advises companies on marketing strategies, data protection policies, the...
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Paul Long
Vice President Enterprise Customer Experience Strategy
UnitedHealth Group (UHG)
Paul Long has built hundreds of customer loyalty programmes during his career, and the consumer runs through his veins.With over 25 years of experience in marketing and brand strategy, loyalty and customer experience, Paul currently serves as Vice President, Enterprise Customer Experience Strategy at UnitedHealth Group. He is working to align all...

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Kim McGillavry
Kim MacGillavry is the Vice President of Customer Experience at DHL Freight and he has extensive product and brand management experience in a variety of multinational companies. In his current role, he is in charge of the design, development, and implementation of the customer experience management programme for DHL Freight and he manages the...
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Jennifer MacIntosh
MacIntosh
Coveo
Jennifer MacIntosh is the VP of Customer Success at Coveo. She has over 20 years experience working with high-tech and financial services companies helping them to establish, lead, and grow their customer experience and knowledge management practices. She is a certified KCS practitioner, trainer, and active industry contributor. Follow her on...
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Andrew MacKenzie
Andrew MacKenzie is the Marketing Director at Neopost. He is responsible for developing Neopost’s strategy in the evolving SME communications market and delivering Neopost’s go-to market activities in the SME market. He has worked for the company since 2001 in the US, France and the UK.
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innovation management
InnovationManagement.se's mission is to provide relevant, inspiring and actionable knowledge to businesses and individuals looking to increase their innovation capabilities. InnovationManagement.se hosts hundreds of thousands of unique visitors on its site, providing access to over 3,000 original articles, hundreds of tutorials and webinars,...
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abi manders
Director
CX Network
Abi joined CX Network’s parent brand, IQPC, in 2007, and was responsible for launching the first Customer Experience Exchange ever run - now a portfolio of 13 events running globally each year. As a founding member of the CX team, Abi’s primary focus is now the strategy, direction and growth of CX Network.
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Andrew Mann
VP Insight, Digital Pricing & CRM
Asda
Andrew Mann is the VP Insight, Digital Pricing and CRM at UK supermarket retailer Asda. He is an omni-channel customer and marketing director with a consistent record of breakthrough commercial success within data driven marketing, brand development and loyalty/CRM strategies. Mann is a data driven commercial leader who is passionate about...
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Harley Manning
Vice President and Research Director, Customer Experience
Forrester
Harley Manning is Vice President and Research Director, Customer Experience, at Forrester. Harley serves Customer Experience Professionals. He is a research director in the Customer Experience practice at Forrester, and the coauthor of Outside In: The Power of Putting Customers at the Center of Your Business. The book is a comprehensive study of...
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barry
Marketing Director
CX Network
With over 13 years experience in B2B marketing Barry heads up the European digital marketing team in London. The responsibilities of the team, in conjunction with the wider global team, include North America and EMEA client communications and marketing, and our ever growing social media following across LinkedIn and Twitter. Barry has been part of...
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Petra Mengelt
Customer Service Director
Euroloan Group PLC
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...
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Mark Middlebrook
SVP Interactive Marketing Manager
City National Bank
Mark Middlebrook is the SVP Interactive Marketing Manager at City National Bank. With more than 15 years specialising in Interactive Marketing, Mark has directed the inbound marketing strategy, social media and interactive marketing efforts to support the company's online revenue goals. He is responsible for the bank's public website,...
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Ian Miller
Editor
Customer Service Manager
Ian Miller is editor at Customer Service Manager (CSM) – the leading online magazine and community for customer service managers and professionals. The CSM website is packed with customer service articles, skills and tips, designed to help improve your customer service. At CSM you can join for free and receive a customer service newsletter each...
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Victor Milligan
CMO
Forrester Research
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,...
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miruna
Content Marketing Manager
Aircell
Miruna Mitranescu is Aircall's customer-oriented content marketing manager. She is keen in sharing her passion of content, marketing and everything customer related. She is a strong believer that in a company everybody needs to talk to customers and have a customer centric mindset. On the Aircall blog she shows how any company can implement,...
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Hany
Hany Mokhtar is the VP, Customer Experience Management at Mobily, a leading Saudi Telecom & IT services provider known as one of MENA region’s fastest growing companies (top 10 in the MENA) providing Mobile Voice, Mobile Data, Fixed Data and IT Solutions. He is a thought leader with extensive expertise in areas of Marketing, Customer...
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Jason Moore
Jason Moore is founder of AT OUR BEST and was previously the Global Culture Change Lead at HSBC.
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Adam Morghem
Head of Marketing
Premium Credit Limited
Adam Morghem has a wealth of Marketing and Customer experience within Financial Services. Currently the Head of Marketing at Premium Credit Limited, he is the former Marketing Director of RSA and held senior B2C and B2B roles at Genworth Financial, Citigroup and Barclays Bank. Adam started his career in consumer publishing working for Emap on...
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Ben Motteram
Ben Motteram is an unabashed believer that Customer Experience is the last true differentiator. With over 20 years of experience in customer acquisition, customer retention and customer service, Ben has been recognised many times for the thought leadership articles that are regularly published on his blog. Follow him on Twitter and LinkedIn for...

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Ramya Nair
Digital Editor
CX Network
Digital Editor at CX Network.
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Megan Neale
Global Head of Consumer Engagement Centres
Unilever
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...
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Gero N
Managing Director, Customer Service
Deutsche Telekom
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...

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John O'Hanlon
Senior Editor
Bizclick Media
John O'Hanlon is Senior Editor at Bizclick Media

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Richard Pain
Digital Content Editor
IQPC Singapore
Richard Pain is the Digital Content Editor for IQPC Singapore.
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Karen Pascoe
Senior Vice President, Experience Design, Digital Payment & Labs
MasterCard
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...
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Paul Poels
Global Head of Digital Analytics, Optimisation and Marketing Effectiveness
Philips
Paul Poels is the Global Head of Digital Analytics, Optimisation and Marketing Effectiveness at Philips. He has developed digital analytics as a capability in Philips, and has deployed this globally across all markets and Business Groups. Poels is continuously improving the maturity of digital analytics in the company, by developing new tools and...

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David Raab
David M. Raab is a Principal at Raab Associates, Inc., where he advises consumer and business marketers on marketing processes, technology, and service vendors. He is founder and CEO of the Customer Data Platform Institute, which educates marketers about customer data management and technologies. David has written hundreds of articles on...
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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...
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Kym Reynolds
Senior Marketing Advisor
SmartFocus
Kym Reynolds is a senior marketing advisor for SmartFocus, where she is responsible to bringing the brand to life and helping their customers make the most of real-time marketing interaction technology. With an unashamedly enthusiastic approach to real-time marketing, Reynolds knows all about the huge impact disruptive technology has in bringing...
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Yaniv Reznik
CPO and SVP of Customer Success
Nanorep
Yaniv Reznik is the CPO and SVP of Customer Success at Nanorep. With over 25 years of experience in various international leadership positions, Yaniv held Senior VP positions at Amdocs, led AT&T’s innovation programme and managed customer success for North America. Yaniv also directed strategic multinational projects in Israel and Europe...
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Enda Ridge
Head of Data Science and Algorithms
Sainsbury's Supermarkets
Enda Ridge is the Head of Data Science and Algorithms at Sainsbury's Supermarkets and the author of Guerrilla Analytics. He is an accomplished data scientist who sets up and grows data science teams to help businesses leverage data to stay competitive. Ridge founded Sainsbury's Supermarkets' first data science team and his...
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David Robinson
Managing Editor
CX Network
David is the managing editor of IQPC’s digital division. He is an experienced journalist and editor and has worked at the Financial Times and has written for the Guardian and the Telegraph among other publications. David joined IQPC in 2017 and manages the company’s suite of B2B portals. 
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ernan roman
Ernan Roman is president of ERDM Corp., which conducts specialised Voice of Customer research to identify customer experience strategies and actions, and author of Voice of the Customer Marketing. He was inducted into the DMA Marketing Hall of Fame due to his innovative Customer Experience strategies and Voice of Customer research. Ernan was also...
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Malcolm Rowlings
Writer
Innovation Management
Malcolm Rowlings is a freelance writer, among others for Innovation Management, who focuses on finances, corporate training and best business practices. Those who have attended Malcolm's coaching sessions will recognise his signature tagline "Big Ideas, Bottom Lines, Better Business".
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Nick Rudd
Nick Rudd is a customer loyalty specialist with expertise in all aspects of loyalty and CRM programme delivery. Nick’s experience spans the successful delivery of over 60 such programmes across industry sectors including; retail, financial services, FMCG, hospitality, petrol and leisure. He currently heads up Aimia’s Global Loyalty Solutions...

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Richard Pain SSON - Editor for Asia
Content contributor
SSON Singapore
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Katie Sadler
Content writer
CX Network
Katie Sadler is a content writer for CX Network.
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Paul Sands
Director of Retail Development and Customer Experience
Bang and Olufsen
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...
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Sanjay
Senior Director of Marketing - CE & Operations Transformation
Huawei
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...
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Kai Schubert
Vice President, Customer Interaction
airberlin
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...
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Colin Shaw
Colin Shaw has been recognised by LinkedIn as one of the world's top 150 business influencers with over 227,000 followers and voted one of the 'top 50 Marketing Thought Leaders Over 50'. His background is in operational line management and he has held many senior exec positions in corporate life. In his last senior role he led 3,500...
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Shubhra Sinha
Vice President, Portfolio Marketing
DataStax
Shubhra Sinha is the Vice President, Portfolio Marketing at DataStax, where she leads the go-to-market strategy for customer experience. With her enterprise software background leading global programmes across digital transformation, enterprise mobility platforms, emerging solutions, smart & digital communities and software-as-a-service, she...
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Oliver Slot
Marketing Manager
PEX Network
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Philippa Snare
EMEA Global Business Marketing Director
Facebook
Philippa Snare is the EMEA Global Business Marketing Director at Facebook, and former CMO Uk of Microsoft. Philippa joined Facebook as the EMEA Global Business Marketing Director in January 2016 and is the former Chief Marketing Officer, Microsoft Ltd UK. She has worked in the internet industry for over 20 years and is a qualified web developer...
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Brian Solis
Principal Analyst
Altimeter Group
Brian Solis is Principal Analyst at Altimeter Group. Solis studies the effects of disruptive technology on business and society. He has a very special ability to humanise all of these incredible trends to help see how technology and people are changing and what to do about it. He is an award-winning author and avid keynote speaker who is globally...
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Denisa Spinkova
Senior Director, Brand Management EMEA
Carlson Rezidor Hotel Group
Denisa Spinkova is the Senior Director, Brand Management EMEA at Carlson Rezidor Hotel Group. By prioritising the customer experience, Denisa and her team drive the strategic brand vision and ensure successful delivery and implementation of the brand promise, concepts, and standards.
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Michael Starkey
Principal Lecturer in Customer Relationship Management
De Montfort University
Michael Starkey is a Principal Lecturer in Customer Relationship Management at De Montfort University. He has also taught CRM for a number of years at the Cass Business School, and to Senior Police officers of Hertfordshire, Norfolk and Suffolk constabularies. He is the co-author of three major reports and over 40 articles on Customer Management.
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Senior Product Marketing Manger
Jive
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Adrian Swinscoe
Adrian Swinscoe is a customer experience consultant and advisor, and has been growing and helping develop customer-focused large and small businesses for 20 years. He has previously worked with Shell, FT and The Economist Group and has advised and consulted to numerous large and smaller businesses, helping them engage with their customers, build...

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Kirsty Traill
VP Customer
Hootsuite
Kirsty Traill is the VP of Customer at Hootsuite, the world’s most widely used social media relationship platform.She is responsible for Hootsuite’s Global Customer Support organisation, Voice of the Customer, and Customer Journey Mapping. In her role, Kirsty ensures Hootsuite customer’s perspectives and needs are understood and surpassed across...

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Rob Walker
Vice President Decision Management and Analytics
Pegasystems
Rob Walker is Vice President Decision Management and Analytics at Pegasystems. Prior to the acquisition of Chordiant by Pegasystems in April 2010, he was responsible for managing the strategic direction and development of Chordiant’s industry-leading predictive decisioning technologies. As a member of the office of the CTO, Rob also provided...

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Abdaraouf Zouai
Content Marketing Manager
VideoTree
Abdaraouf Zouai is a marketer with great fervor for marketing, imparting marketing insight and advocating all things marketing related at Marketing Maven. He is inquisitive, a creative introvert and an avid caffeine consumer. As a storyteller and strategist he develops compelling content that inspires, educates and engages.
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Community Development Director
Jive
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Community Development Director
Jive

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zarina
Editor
CX Network
Zarina joined CX Network at the start of its journey in 2015 to shape and build the multi-media digital content strategy. Working with respected industry experts and influencers, she commissions and produces all premium-level content, ranging from CX TALK videos and in-depth research reports to market surveys and podcasts. If you're a...

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