Cindy Barns (UK)
Cindy is a customer value and experience specialist, and a product and service innovator. She is passionate about understanding customers from an emotional as well as a rational perspective. She founded the customer value consultancy Futurecurve and works with global clients such as Canon, Shell and American Express.
Cindy has studied engineering, physics, operations management and psychology and is the co-author of, and created the methodology shown in the best-selling book Creating and Delivering your Value Proposition: managing customer experience for profit. She is clinically qualified in Transactional Analysis, a member of the British Association of Counselling and Psychotherapy, the British Psychological Society and holds an MBA.She began her career in engineering running large-scale, unionised factories for Smiths Industries. She led R&D for Panavision where she developed a leading-edge technical product range which is still their most profitable range to date. At Capgemini she co-created a new business unit that in 12 months went from zero to sales of £83m and a pipeline of £309m.
Mike Connor (USA)
I help companies align vision, strategy, innovation, and customer engagement processes to accelerate value creation through customer relationships based on mutual learning and innovation.
My background includes leadership roles in product management, marketing and business development within companies such as Apple, Adobe, Silicon Graphics, and a number of startups.
Currently a Principal / Chief Innovation Officer at Spice Catalyst, an “Agile Business Acceleration firm”, and author of "Creating Insanely Great Customers | Always-On Innovation".
I live in Silicon Valley with my wife and two daughters. My other passions include playing jazz drums, skiing, biking, and hiking.
Moshe Davidow (Israel)
Since 1998, Moshe has been engaged in teaching, consulting, and research, trying to improve the level of Service Quality in Israel by focusing on adding value to the customer. He is also involved at the academic level by serving on the editorial review board of the Journal of Service Research, serving as associate editor of the Journal of Satisfaction/Dissatisfaction and Complaining Behavior, and serving as editor of the Value Creation Journal.
In 1993, he started studying service quality with Prof. Len Berry, and received his Ph.D. from Texas A&M in 1998. His dissertation focused on quantifying the effects of organizational responses to consumer complaints and his A-CRAFT model remains the most comprehensive complaint handling model in the field today.
Paul Goyette (Canada)
Paul is currently the Head of North American sales, and has been wearing many different Eagle’s Flight hats over the 20 years he has been working with Eagle’s Flight including individual sales contributor, solution developer, workshop facilitator, company leader, and colleague.
Paul draws upon more than 27 years of business and financial experience to help create and facilitate solutions for his clients. Having worked in the public accounting arena with EY, corporate finance with Wilson Sporting Goods and Citibank of Illinois, Paul is grounded in what it takes to achieve results.
With excellent people and relationship skills, Paul works seamlessly with his clients to ensure that Eagle’s Flights solutions are aligned to the client’s needs, facilitations are on target, and customers see Eagle’s Flight is a valued partner.
A sampling of Paul’s clients includes EY, Bank of Montreal, HSBC, Reynolds American, Enterprise Holdings Inc, Western Union and PwC.
Paul has a degree in Accounting from Miami University in Ohio.
Beatrice Grimonpont (France)
During 25 years in Quelle France, Beatrice occupied several positions that allowed her to embrace the whole organization and point out dysfunctions as well as areas of improvement when short budgets necessitated lots of team work, ingeniousness and DIY to build efficiency.
While satisfying her passion for international contacts, traveling for garments sourcing purpose for 15 years, Beatrice contributed in building automated analyzing/reporting tools that were later industrialized. Then she managed a global project: "recast of organization & operating processes", that succeeded in optimizing the supply chain processes and reduce operating logistic costs by constituting a global information database and provide accurate instant operational information to all departments.
As customer database has always been the main asset of traditional mail order companies, Beatrice career always involved high customer knowledge consciousness, especially in implementing brand positioning for targeted catalogs.
Later 2013, Beatrice graduated MS Direct Marketing and Electronic Commerce at Skema Business School. She achieved a thesis that questions "silo organized companies" in the way that customers should now be considered as entire part of the value creation, all stakeholders have a role to play that leads to more transversal and intra communicative organization and therefore, break silos.
Beatrice joined the CVCI organization in order to promote the customer focus awareness in French speaking markets.
Peter Hesseldahl (Denmark)
As a journalist in Denmark, Peter Hesseldahl has covered the forefront of science and technology for newspapers, radio and television for almost two decades.
In 2002 Hesseldahl joined LEGO VisionLab as a futurist and strategic consultant. In 2005 he moved to Danfoss Universe to build up an educational facility and interactive science experience, and at the Universe Foundation he has continued to work with future studies and scenarios for major Danish and international companies.
Hesseldahl is currently managing The We-economy Project, exploring the implications of a shift towards a participatory and collaborative economy. Peter Hesseldahl is the author of five books.
David Hood (UK)
Spencer Imel (USA)
Spencer Imel is an Economist in the Colorado Governor’s Office of State Planning and Budgeting, where he forecasts the state’s economy and tax revenue. Along with team members in the Governor’s Office, he has developed an approach to understanding startup ecosystems by measuring the priorities of entrepreneurs.
A native of Colorado, Spencer earned his B.A. from the University of Colorado where he studied Economics and International Affairs.
Prior to joining the Governor’s Office, he worked at Allonhill, a Denver startup that used software to enhance due diligence and credit risk management in the financial services industry.
Ray Kordupleski (USA)
Ray is president of CVM, Inc. and has 17 years experience in helping companies understand and implement customer value management programs. Prior to forming CVM, Inc. in 1996, Ray had over twenty-nine years experience in the telecommunications industry. At AT&T, he was the customer satisfaction director for the corporation, where the use of customer value management had its genesis in the early 80's and resulted in remarkable results prior to the breakup of AT&T.
Ray's work in quality, customer satisfaction and customer value management is well recognized. He has consulted globally with firms in Australia, Brazil, Canada, Chile, England, Finland, France, Hong Kong, India, Mexico, Ne Zealand, Norway, Sweden and the United States.
Ray is the author of Mastering Customer Value Management: The Art and Science of Creating Competitive Advantage. As a member of the American Marketing Association, Ray was the chairperson for its Second and Tenth Congresses.
Yatish Kuril (India)
Doug Leather (South Africa)
Doug is a leading expert in Customer Management working globally with large blue-chip organisations. He is best described as a Customer Management Evangelist/Activist/Futurologist as a result of his intense passion, broad multi-industry and multi-country insights into customer management capability understanding, best practice application, customer experience, business models and business performance improvement. The primary focus of his client work today is in helping people in businesses think and work differently together and to understand the importance of customer asset management, assessing the maturity of customer management capability and then conceiving, planning, developing/repairing, driving and measuring customer centric strategy and execution for the 21st Century Organisation.
He has developed leading expertise in design and operationalization of customer-centric business models and has worked with many large organisations on business strategy, operational processes, organisation structures, leadership and cultural issues. He has consulting experience across multiple industries and countries. He has interviewed 1000's of individuals across various industries in different countries around the world whilst working on customer management capability assessments, vision definitions, programme plans and business cases.
He has designed and developed an Executive level Master Class Programme, entitled ‘Building & Leading Customer-Centric Organisations’ as well as ‘Designing and Executing Customer Journey Mapping.’
He founded The Customer Council which is a senior membership
Dr. LIU, Hongjuan (Hong Kong)
Dr. LIU, Hongjuan (Juan) is currently Director of Customer Analytics and Behavioral Insights at Aegon, and he is responsible for the development and implementation of the best-in-class Customer Analytics strategy and data platform, and the delivery of analytics solutions for the Asia Pacific Region. Juan is an analytics professional with both hands-on and leadership experience in leveraging data analytics for pricing, sales, and marketing across various distribution channels and insurance segments.
Most recently, Juan was the Regional Head of CRM at Ageas Asia where he was responsible for the development and implementation of CRM strategies for their subsidiaries and JV partners. Prior to that, Juan held various analytics roles in at Cigna International, Prudential Corporation Asia and Allianz UK.
Michael Lowenstein (USA)
Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal with Beyond Philosophy, an international customer experience consulting organization; and he specializes in customer analytics, employee ambassadorship research and training, predictive modeling, and strategic customer lifecycle management research and training. He is broadly experienced as a visionary and innovative marketing consultant in many b2b and b2c product and service industries; and his particular areas of interest are competitive positioning, impact of brand equity and word-of-mouth communication on downstream customer behavior, stakeholder focus and behavior, and how organizations build trust and authenticity through customer centricity, and use customer insight, in reaching their strategic business goals
He is the author of several highly-regarded stakeholder and enterprise management books: Customer Retention: Keeping Your Best Customers (1995), The Customer Loyalty Pyramid (1997), and One Customer, Divisible (2005). He is also co-author of Customer WinBack: How to Recapture At-Risk and Lost Customers – and Keep Them Loyal (2001).
Yaser Al Mandeel (Bahrain)
Mr. Al Mandeel serves as a Director for Clivia Tech. He was Development Project Director for Arabian Gulf University and also Project Director at Al Jawhara Medical Center. Serves as Adjunct Professor of Management, Marketing and Information Systems at the Bahrain Institute of Banking and Finance. He also served as an Adjunct professor at the New York Institute of Technology.
Douglas Morse is currently the Founder and Chief Inspiration Officer for the Services Transformation and Innovation Group LLC, also known as ServTrans. This consulting group helps companies transform, optimize, align and innovate around creating customer value. Prior to forming his company in 2008 Douglas was Vice President of Customer Experience for Global Customer Services at the Oracle Corporation where he worked to enhance the customer’s overall relationship while integrating over 35 acquired companies.
Douglas has spent over 30 years developing unique customer focused service strategies, operational excellence and packaged solutions for companies in high tech and medical equipment services including over 19 years at IBM. Douglas has specialized in service strategies for technical support, professional services, and outsourcing. He has been a consultant to Fortune 500 companies guiding efforts to build highly profitable global services organizations by creating a new focus on Customer Success.
Douglas was the 2007 recipient of the Donald F. Blumberg award for Services Innovation awarded by the Services Industry Association
David Pinder (England)
An internationally recognised authority on Customer Value and Customer Experience thinking and practice, David is a co-author of Creating and Delivering Your Value Proposition. He founded Value Genie Limited in 2010 to provide insights, advice and tools about Customer Value and Value Proposition development. Before that, David worked in sales and marketing roles with Procter & Gamble, Hertz Corporation, and Forte Hotels.
Exciting as this work was, David found it increasingly frustrating because, too often, the generally accepted approach to marketing meant that customers were treated with disdain – as pawns to be manipulated. That’s why he now helps clients transition from a product/service focus to a Customer Value-led focus.
Jim Rembach (USA)
Jim Rembach helps our clients engage employees, collaborate cross-functionally, build customer-focused culture, and engage customers. He has managed customer experience programs at Autozone and Deluxe Financial Services, where he led the daily operations of a staff of 800 and led a technology assessment for a $14B manufacturer.
Jim has developed proprietary methods for developing greater customer experiences by increasing skills in emotional intelligence, relationship analytics, employee engagement, leadership, and the science of influence. Jim invented the Servant Teamwork® leadership model to improve trust, teamwork, and a values-based culture. Servant Teamwork is designed to get EVERYONE to participate, from the bottom-up. It is an advancement on the Servant Leadership model created by Robert Greenleaf and made publicly popular by such authors as Stephen Covey, Ken Blanchard, and Spencer Johnson.
Jim is founder of BeyondMorale and a featured contributor to the Workforce Development Community for the American Society for Training & Development (ASTD). He has been a guest lecturer on organizational behavior and management communication at UC Berkeley Extension and University of San Francisco. Jim is a frequent speaker and an author and reference source in numerous publications and articles. He has been a regional director of CCNG for 12 years, and is a CXPA Ambassador and Customer Experience Expert.
Colin Shaw (USA)
Colin has been recognized by LinkedIn as one of the world's top 150 business influencers. He has over 100,000 ‘followers’ of his blogs on LinkedIn. Colin is Founder & CEO of Beyond Philosophy, pioneers in the field of Customer Experience. Colin has written four best selling books on the subject. Without question helped shape the whole Customer Experience industry. Colin's background is in operational line management. He has held many senior execs in corporate life in his last position he was responsible for 3,500 people in Customer Service before founding Beyond Philosophy in 2002.
Tafadzwa Zimunhu Taruvinga (Zimbabwe)
Tafadzwa Zimunhu Taruvinga is the founding Managing Consultant of Competus Customer Service Consulting (Pvt) Ltd in Zimbabwe, and author of the books “Serve Your Customers EXCELLENTLY, Or Not At All!” and “In THIS Lifetime...you can live your dream”. Tafadzwa’s company is comprised of CompetusTraining, CompetusStrategy, CompetusOnline, CompetusResearch and CompetusBooks. Its mission is to optimise service delivery processes, systems and human capital within organisations in order to make customer experiences more enjoyable and memorable. Competus knows that customer-focused businesses are conscious of the need to provide unparalleled customer service. Those businesses, in turn, recognise that Customer Service Excellence (CSE) is a source of sustainability. Visit the Competus website at competus.co.zw
Over the last 8 years, Tafadzwa has worked in marketing with leading brands in South Africa, Germany and Zimbabwe. He believes in an approach which merges a local orientation with a global perspective to creating and sustaining customer value. He is the facilitator and author of a course in Customer Service Excellence at Speciss College in Zimbabwe. Tafadzwa studied Economics and Management at Rhodes University in South Africa, as well as Marketing at the Chartered Institute of Marketing (CIM) UK. He was later trained for Business Leadership, Strategy and Marketing through the Afrika Kommt Management and Leadership Initiative in Germany. He is reading for an MBA at Heriot Watt University’s Edinburgh Business School in Scotland.
Bob Thompson (USA)
Bob Thompson is founder and CEO of research and publishing firm CustomerThink Corporation and editor-in-chief of CustomerThink.com, the world’s largest online community dedicated to helping business leaders develop and execute customer-centric business strategies. An author, keynote speaker and international authority on business management trends, he has been a thought leader in customer-centricity since 1998. His new book "Hooked on Customers" (April 2014) reveals the five habits of leading customer-centric firms.