2016 Speakers
Josh Pert
Josh is a Senior Customer Experience leader and digital technologist with 20 years’ varied experience delivering digital transformation programmes in retail, telecoms, FMCG and media. He has led omnichannel technology and customer experience transformation projects for FTSE100 companies including BT, Pearson, Sainsbury’s and Unilever and is passionate about customer experience and transformational application of technology to create new opportunities across customer experience, commercial and technology disciplines. Josh track record of delivering multi/omnichannel and pure play digital initiatives, new service roll out, business transformation and organizational/operational change.
Neil Dodd
Neil has developed, designed and managed digital experiences for over 20 years.
After a few years running Aberystwyth University’s website, in 1999 Neil joined the then relatively unknown Amazon.co.uk, as one of the first members of the development team, ultimately becoming the Head of European Retail Customer Experience. In 2006 he began working for another small start-up, Skype, as Experience Manager for the Skype for Windows client.
More recently, Neil worked at Shazam before joining Wonga.com, setting up their first User Experience team.
In 2015, Neil moved to the countryside to work for comparethemarket.com. As Associate Director of Mobile Experiences, he applies his passion for user-centred design to the strategy and delivery of their mobile apps, including the popular ‘MEERKAT MOVIES’ app.
Outside of work, Neil occasionally gets to spend time with Hollywood stars, chaperoning his 9-year-old actor son.
Nikolina Glamoclija
Nikolina is a digital professional with 18+ years’ experience developing and growing global digital B2B and B2C data and insight driven business propositions through product management, commercial improvement programmes and strategic framework development.
She started her international career rotating through a number of customer facing positions - customer service, client training and sales - where she gained a passion for putting customers first and providing excellence in customer experience.
Nikolina developed an interest in the dynamics of the digital world early on, and has, ever since, built successful consumer and business propositions from scratch, including the Reuters personal finance and news website. She also implemented a Thomson Reuters knowledge management programme supporting call centre business transformation across 6 continents, driven Reuters Customer Zone experience, and championed convergence in service and product experience through the provision of contextual help within Thomson Reuters financial desktop products.
Nikolina continues to progress her passion for excellence in customer experience with digital at the forefront, through her role in Vodafone Group Digital, where she has been driving global digital service excellence and social media strategy across 21 Vodafone markets. Her recent work on improving Help and support journeys on the Vodafone consumer web, mobile and App, furthermore improved My Vodafone and Vodafone Communities experience is already generating commercial value.
Carlo Giugovaz
In 1989 he graduated in Business Management and Administration at the Catholic University of Milan. In 1993 he has got the McKinsey MBA in Copenhagen.
For 14 years, he worked in the Management Consulting industry:
- 1983-90 for Coopers and Lybrand Audit, and Management Consultancy
- 1990-97 for McKinsey in the Financial Institutions division.
For 18 years, he worked in the Retail Banking industry
- 1997-2000 for Cariplo and then Banca Intesa
- Head of Individuals Marketing
- Head of Strategic Marketing
- 2000-10 for Unicredit Banca in Italy:
- Head of Personal banking,
- Head of Branch Network Design,
- Head of Commercial Region (Lazio, Abruzzo and Sardegna)
- Head of Multichannel Direct Bank.
- 2010-15 for Unicredit Group in Vienna (since 2013 in Milan):
- to develop the Multichannel Business in Central east Europe.
- to support the Global Multichannel, CRM and Innovation team.
In 1996 he has been a EU Commissioner for the XIII Direction (Innovation & Technology).
From 2012-2015 he was the Chairman of EFMA Retail Distribution Council.
Nowadays, he is the Owner of Concept & Design Lab specialized in Fintech & Innovation
Mariana Machado
Mariana is responsible for the Customer Behavior Strategy for Accor Group worldwide. Her main responsibility is to identify and collect customer data, to analyze, study and understand the customer behavior throughtout its journey to develop, provide, and recommend marketing actions plans according to the new customer centric strategy.
Heloise Ardley
Kevin Thompson
Extensive experience in business management, customer development planning, operations, training, and sales forecasting working in luxury fashion/marketing, and in several public institutions. Thorough and well-organized with a history of exceeding expectations and maintaining a motivated staff while working within budgetary requirements. Highly effective public relations skills with a proven track record of public speaking and development in partnership with advertising and marketing professionals. Experienced in planning and implementation of training and development programs for local, national, and international sales teams.
Mabel Moya
Mabel Moya is the Head of CRM in Altibox, a telecommunications company based in Stavanger, Norway. Previous to this role, she worked for 10 years in GE Capital and GE Money Bank in Norway as Head of Customer Analytics, CRM and later as Head of Value Proposition Management and Customer Retention. She holds a Computer Science degree from UNIMET in Caracas, Venezuela and an MBA from ESADE Business School in Barcelona, Spain. In 2015, she was named one of the Top 10 International Leaders in Norway, an award that was delivered by His Royal Highness Prince Håkon of Norway.
Erik Sucksdorff
Mr. Erik Sucksdorff is a keen business development professional with 19 years of experience in commercialising innovative technology-based products and services. Erik has helped several companies develop strategies and harness softwarisation and digitalisation, not only to grow their core businesses, but also to challenge prevailing industry landscapes and launch completely new lines of business.
Mr. Sucksdorff has been instrumental in the establishment of several companies, joint-ventures and partnerships, including the software Tier-1 between Audi and Elektrobit, where he served as a Board Member. Mr. Sucksdorff has also launched award-winning software products and services, lately he helped a major telecommunications service provider win the European Identity & Cloud Award for the best B2B project.
In his present role as VP Business Development at GlobalSign, Mr. Sucksdorff has helped several large service providers digitalize their business processes and to take part in the identity economy in finance, telecoms, energy, engineering, construction, retail, healthcare. Mr Suckdorff will show how companies have put digital identities at the core of their strategies to sustain competitive advantage, dramatically improve customer satisfaction, economize customer care and successfully enter entirely new business areas.
Throughout his career Mr. Sucksdorff has taken a special interest in omni and multi-modal delivery channels, proposing that also authentication will go mobile. Going forward, Mr. Sucksdorff is inviting companies from many different industries to explore and collaborate on the use of digital identities to accelerate growth of IoT and IoE ecosystems.
Erik Sucksdorff holds a master’s degree from Aalto University in industrial management and majoring in business strategy and telecommunications technology. He is also a graduate of the ESC Reims School of Economics and maintains an active interest in the start-up community to stay in touch with innovative technologies and agile business models.
Steve Pearce
Steve has the mind of an engineer, and the heart of an artist.
Since the dawn of internet economy companies, he’s lovingly crafted products and services, that people actually use and enjoy on a daily basis, some have become verbs in global society.
Steve (or Buzz, it’s a long story!) is a Design Leader and knows what it takes to create products and brands with soul. He’s had the fortune of working with some of the best designers and engineers around, and together they’ve been instrumental in designing some of the most loved products on the planet.
Buzz is now leading the wonderful design team at Skyscanner.
“Skyscanner is on the planet to help folks get around it in an enjoyable way. There are awesome challenges in travel and we are a driving force for making things easier and memorable. As a team we’re going to show what the future can be and full discression is given to go execute that vision. We’re growing rapidly as a business and design is central to that growth. The oportunities for a designer at Skyscanner are massive and varied; strategy for distributed UI systems, conceptual modelling with data, mass experimentation, ultimate graphical craft, all the stuff we love! I want folks to come here and be able to do the best work of thier lives - we’ve got work to do!”
Carol Bueherns
Carol Buehrens is the Head Customer Experience Strategist for ICW Group, where her focus is to provide exceptional insurance experiences to customers, including agents, policyholders, and caring resolution for injured parties. Ms. Buehrens is also a Professor of Strategy and Innovation at Rutgers University, Speaker and Author of the best-selling Customer Experience Book, “Happy R.A.V.I.N.G. Customers!” (Amazon http://amzn.com/099102740X, Kindle: https://amzn.com/B00IWD1BU0).
For over 30 years, Ms. Buehrens has focused on constructing extraordinary experiences for major companies, including Liberty Mutual, Northrop, McDonnell-Douglas, Bechtel, Mercury Marine and General Electric. Her passion has earned her numerous awards, including the international Customer Experience Professionals Association “CX Innovation Award”, ICW Group CEO Award, and Liberty Mutual Star Award. As a Leadership Board Member at Rutgers University, she designed the first University-backed Customer Experience Certificate Program. She is also Adjunct Professor at California State University Fullerton and University of California San Diego, and a CXPA Founding Member and Expert Panelist.
“I hope everyone comes to the pre-conference Customer Experience Journey Mapping session ready to roll up their sleeves and lean in to the process. This is an immersive workshop that will cover customer personas, touchpoint mapping, empathy, engagement, and customer-focused design innovation. We won’t be able to complete everything in this fast-paced session, but you will get a taste of this approach and the impact it can have on your organization. Then, be sure to swing by for my presentation on Driving Touch-point Innovations on Day 3, where I will discuss why CX isn’t just a state of mind – it’s the state of your organization and how touchpoints innovation is actually an engagement strategy.”
Sergio Nuvan
During the last four years, Sergio has been leading the Telefonica Business Solutions’ Customer Experience Unit for Multinational Customers from the UK. This initiative was launched for the first time in 2012, with the ambition of deliver a homogeneous world class Customer Experience to our MNCs worldwide with the challenge of changing the organization’s culture into a customer oriented driving company.
Before joining TBS he worked as responsible for MNCs Commercial Development and Sales Operations in LatAm region for Multinationals at Telefonica International (TISA) based in Madrid.
In 1999 He began his career at Telefonica's group, starting in Telefonica Data Colombia where he was involved in different areas such as Corporate Reporting, Strategic Planning, Finance, Customer Care, Sales and Technical Support.
He obtained his EMBA degree from the IESE Business School at the University of Navarra (Madrid-Spain) + INALDE Business School (Bogota-Colombia) 2007, a PID Diploma from the EDIME at the La Sabana University (Bogota-Colombia) and a Bachelor’s degree in Business Management from La Salle University (Bogota-Colombia) 2004.
Past Speakers
Erik Varwijk
Mr. Erik F. Varwijk has been Executive Vice-President of Commercial at Virgin Atlantic Ltd. since June 15, 2015 and is responsible for leading all commercial teams across the business. Mr. Varwijk served as Managing Director of KLM Royal Dutch Airlines until March 1, 2015 and served as its Member of Board of Managing Directors since July 1, 2011until March 1, 2015. Mr. Varwijk served as Executive Vice-President of Cargo at Air France-KLM SA since July 1, 2013 until March 1, 2015. Mr. Varwijk served as Executive Vice President of International & The Netherlands and Managing Director of KLM at Air France-KLM. Mr. Varwijk served as an Executive Vice President of Commercial for KLM Royal Dutch Airlines. Mr. Varwijk served as an Executive Vice President of Commercial Passenger Business of KLM and Executive Vice President of International and The Netherlands of the Air France-KLM Group at Air France-KLM. Mr. Varwijk served as Senior Vice-President of International Marketing of KLM and Senior Vice-President of International Marketing of Air France-KLM Group for Air France-KLM. He graduated with Business Economics from Vrije Universiteit Amsterdam.
Sarah Eborall
Peter Fisher
Peter’s early career was in sales and marketing for major blue chip organisations including Bass plc; Kraft Foods; Mitsubishi; NatWest; AA Insurance and Centrica before progressing into general management. For the last 10 years Peter has been working as a consultant and interim manager helping organisations improve their overall customer experience and improving their customer contact strategies via digital transformation. Projects have been completed at Parcelforce Worldwide; RSA Insurance; Collect Plus; Marston Financial Services; Yodel; City Link; JLT Insurance; and Premium Credit.
Dan Moross
Dan Moross is Director of Customer Experience at moo.com - an online print provider, making it simple for companies of all sizes to create beautiful, expertly crafted business stationery and promotional materials that’ll help start conversations, open doors and strengthen relationships. Since joining MOO as their first customer service agent, Dan has built a highly engaged team of over 70 support specialists across two locations (London and Rhode Island, USA).
Dan's principal responsibility is to ensure customers are delighted with their entire MOO experience - from creating their personalised products online through to the final package they receive. Armed with the MOO Promise, which is aligned with the company's overarching brand values, it's clear that MOO understands how important it is to have a customer focused team that sits at the heart of the company, committed to helping customers along their journey.
"We'd like customers to be satisfied of course, but we'd prefer it if they were absolutely thrilled with our products and services. We’ll move heaven and earth to make sure customers get exactly what they want, when they want it - or their money back" - The MOO Promise
Renee Racine-Kinnear
Renee leads digital customer experience (CX) for Indigo, Canada’s largest books, entertainment and gift retailer. Her focus is on delivering against the customer’s expectation of a simple, joyful digital shopping experience. She directs Indigo’s digital experience design and usability, voice of the customer programs and A/B testing initiatives. Renee has had the honour of working with many notable brands (and their agencies) prior to joining Indigo including Aeroplan, BMO, CBC, Clairol, Crest, Delta Hotels, Foresters, Hilton, HSBC, Lavalife, Olay and others.
