Net Promoter Conferences - San Francisco 2009

Conference Speakers

	John Abraham General Manager, Net Promoter Programs, Satmetrix John Abraham leads our Net Promoter® business unit at Satmetrix. His group is responsible for best practice exchange, conferences, training & certification, and online services for companies using Net Promoter to drive improvements in customer loyalty. Satmetrix created Net Promoter with customer loyalty expert Fred Reichheld, and the company now hosts the official Net Promoter community web site at www.netpromoter.com. Prior to joining Satmetrix, John was with Risk Management Solutions (RMS), a leading risk management software and consulting firm, where he was responsible for marketing, training services, knowledge management, and customer loyalty programs. Prior to RMS, he worked as a management and systems consultant with Booz Allen Hamilton and Accenture. John has an MBA from the Stanford Graduate School of Business.
	Scott Baker President and CEO, Paul Davis Restoration Scott Baker joined Paul Davis Restoration, Inc (PDRI) in May of 1995 as President and CEO. Prior to this, Scott was with International Power Technology in Redwood City, California for nine years where he held the position of President and CEO. He also spent several years in commercial banking as Vice President and General Manager of a wholesale bank in Taiwan. Scott graduated from Williams College in Williamstown, Massachusetts and holds an MBA from Harvard Business School. He also has a J.D. degree from the University of Tennessee and is a member of the Florida Bar. Scott resides in Northeast Florida.
	Stuart Berman Senior Manager, Bain & Company NPS Loyalty Forum Stuart Berman is the senior manager of the NPS Loyalty Forum. Early in his career he was a Bain consultant, working with leaders in the telecommunications, high tech, utilities and entertainment industries on critical operational and strategic issues. After leaving Bain, he was the General Manager of Intuit’s online store, and worked in business development and product management for several startup companies before joining eBay. At eBay, Stu managed the team responsible for international expansion and cross-border trade, supporting the continued growth of the international business. He has a BA in Economics and Mathematics/Computer Science from Wesleyan University in Connecticut, and an MBA from Stanford University.
	Steven Bernstein Solutions Consultant, Satmetrix Steve is responsible for developing solutions that drive financial growth for Satmetrix clients. His 20 years of experience helping companies drive top-line growth through differentiated solutions to identified customer problems has given him a deep understanding of Customer Experience, Account Management, and Service Operations. In his current role as a Satmetrix Solutions Consultant, Steve collaborates with Satmetrix clients for effective design and adoption of programs that improve customer loyalty. Prior to joining Satmetrix, Steve held roles where he assisted major corporations in implementing customer loyalty and growth programs, including Principal Consultant with ConsultingExecution, and before that he was Vice President of Solutions for Blue Pumpkin, the #1 provider of customer experience solutions for contact centers. Steve has also led leading customer-facing initiatives for global companies such as Cisco and Wells Fargo.
	Walter Bettinger II President and CEO, Charles Schwab Walt Bettinger was named President and Chief Executive Officer of The Charles Schwab Corporation on October 1, 2008. Schwab is one of the nation’s largest financial services companies with approximately $1.4 trillion in client assets and over 7 million client brokerage accounts. Walt’s duties include leading the development of strategies and services that assist millions of people worldwide in their efforts to save and invest – either directly, with the help of an independent investment advisor or through a company-sponsored retirement or benefit plan. He leads a workforce of approximately 13,400 full-time employees, with headquarters in San Francisco and branch offices in more than 300 locations across the United States plus London, Hong Kong and Puerto Rico. In 1983, at the age of 22, he founded The Hampton Company, a provider of retirement plan services to corporations and their employees. The Charles Schwab Corporation acquired Hampton in 1995. In addition to his professional duties, Walt is active in numerous charitable and philanthropic efforts and serves on the Board of Trustees of several non-profit organizations. He and his wife, Teri, are founders of the Walt & Teri Bettinger Foundation, and the parents of five children. A summa cum laude graduate of Ohio University, Mr. Bettinger holds a degree in finance and investments. He has also completed the General Management program offered by the Harvard Business School.
	Vivian Hairston Blade Independent Consultant Vivian Hairston Blade, Independent Consultant, is a recognized expert, presenter and trainer in the areas of Customer Experience, Lean Six Sigma, and Net Promoter® programs. Through her 20-year career with Fortune 100 companies, Vivian has extensive experience in successfully leading the development and execution of customer centered Marketing, Product Management, Quality and Net Promoter strategies. She has delivered outstanding business results that increased market share, brand commitment and improved financial performance. Vivian spent the past 12 1/2 years of her career with General Electric in progressively more responsible leadership positions. In her most recent executive role with GE as a Lean Six Sigma Master Black Belt, Vivian passionately led the transformation of the GE Consumer & Industrial division to a more customer focused culture. Through her development and implementation of a successful Net Promoter strategy, the company committed significant investments in enhancing products and operations to improve the customer experience and drive organic growth. Her professional certifications include GE Certified Lean Six Sigma Master Black Belt, Black Belt, and Green Belt, and Certified Net Promoter Associate. Vivian is currently transitioning in her career, starting her own small business as a growth strategy consultant, trainer and speaker. Her consulting and training services will enable clients to deliver profitable, organic growth through an integration of customer focused business strategy, culture and quality systems.
	Jeanne Bliss Jeanne Bliss is the author of “Chief Customer Officer: Getting Past Lip Service to Passionate Action.” She is President of Customer Bliss (www.customerbliss.com), where she coaches leaders on how to wrap their company’s focus around customer profits. She is a world-wide keynote speaker helping companies focus on customers and making customers the asset of their business. Prior to beginning her work as a coach, Jeanne held the Customer Crusader role that many of you hold today. She has fought valiantly to get “customer” a place on the strategic agenda; redirecting priorities and creating transformational changes to the brands’ customer experience. She has led the achievement of 95% loyalty rates, changed customer experiences across 50,000 person organizations… and convinced even the staunchest curmudgeons to help push the customer rock up the hill. Jeanne developed her passion for the customer at Lands’ End, Inc. where she reported to the company’s Founder as leader for the Lands’ End Customer Experience. She served Allstate Corporation as their Officer for Customer Satisfaction & Retention. Jeanne was Vice President of Franchise Services for Coldwell Banker Corporation. She was Microsoft Corporation’s General Manager of Worldwide Customer & Partner Loyalty. At Mazda Corporation, Jeanne initiated the brands’ retention effort as Senior Manager, Customer Satisfaction.
	Stephen Blundell Senior Manager Vendor Partner Relations, Intuit Steve Blundell is senior manager vendor partner relations for the Accounting Professional Division (APD) of Intuit. He is responsible for the relationships APD has with vendors and partners. He also fills the role of customer advocate. Blundell has held a variety of roles during his 20 year career at Intuit, from leader of non-tax development to vice president of the ProSeries Tax Group. Although he retired in January of 2005, he has maintained a primary role as customer advocate. Prior to joining Intuit, Blundell was a partner in the firm of Pignato Underwood Blundell CPAs in Delray Beach, Florida. He was also CEO of Direct Link Software, a business tax software company. Blundell also co-authored the Accountant’s Trial Balance software for the American Institute of Certified Public Accountants. His varied roles in the profession as a CPA, software developer and corporate vice president make him the perfect choice to fill APD’s customer advocate role. Blundell earned his bachelor of science in accounting from Florida Atlantic University. He is a member of the American Institute of Certified Public Accountants, Florida Institute of Certified Public Accountants and the California Society of Certified Public Accountants.
	Laura Brooks Vice President, Research and Business Consulting, Satmetrix Dr. Laura Brooks has extensive experience working with clients in the areas of employee opinion surveys, organizational development, customer satisfaction, management development, team building, quality, job evaluation, and compensation. Prior to joining Satmetrix, she worked as a project director and manager for several consulting firms that specialized in statistical and psychological tools for measuring customer satisfaction and employee performance. Laura has published on Inter-Rater Reliability and Validity in Behavioral Research Methods in Computers and also participated in the survey-specific portion of the Malcolm Baldrige Award. Laura holds a PhD in Industrial/Organizational Psychology from Rice University (Houston, Texas) and a BS degree in Psychology from Duke University.
	Aaron Cheris Partner, Bain & Company Aaron Cheris is a Partner in Bain & Company’s San Francisco office, joining the firm in 1996. He is an active member of Bain & Company’s Customer-Led Growth and Retail practices and is Bain’s NPS product lead for North America. Aaron has led customer and channel experience projects at several key retail, financial services and software clients in North America and is also active in Bain & Company’s Private Equity Group. Aaron earned an MBA from the Stanford Graduate School of Business, where he was selected as a Siebel Scholar and an Arjay Miller Scholar. He is also a graduate of the Occidental College, where he earned Bachelor of Arts degrees in Economics and Political Science, magna cum laude and Phi Beta Kappa. Additionally, he was a Ford Fellow in econometrics. In addition to working at Bain, Aaron has also worked with the San Francisco 49ers and Fairmont Hotels and Resorts.
	Kellie Cobaugh Senior Manager – Loyalty and NPS Research, eBay Kellie Cobaugh is the Senior Manager of Loyalty and NPS Research at eBay Marketplaces. She is primarily responsible for the global vision and operations of eBay’s NPS program. She has also been instrumental in the annual churn study. Kellie has worked for eBay Inc. for 5 years, her experience spanning PayPal, Customer Service and eBay Marketplaces. Kellie is a graduate of the University of Nebraska at Omaha with degrees in Marketing and Decision Science. She also completed her MBA in 2001.
	Steve Dee Sr. Vice President and Head of Client Loyalty, Swiss Reinsurance Steve Dee has been Head of Client Loyalty at Swiss Re since 2006, responsible for client loyalty programs and client insight, including Net Promoter Score. In this role, Steve directs the global Net Promoter program as both the program for external (client) loyalty and internal (employee) loyalty and related improvement plans. Employed by GE from 1998-2006, Steve assumed several segment leadership roles. In 2004, he acquired Six Sigma Black Belt certification. He also joined the Marketing team as Customer Connect Leader, driving a portfolio of customer-focus initiatives including Customer Relationship Management, Customer Satisfaction and Net Promoter Score. Steve started his career with Kemper Reinsurance, holding various underwriting and underwriting leadership positions including stints in Sydney and London until Kemper was acquired by GE in 1998. Steve graduated in 1981 from DePauw University in Greencastle, Indiana.
	Laura DeSoto Senior vice president, strategic initiatives, Experian Responsible for driving strategic planning and development for Experian’s credit and analytics businesses, Laura is focused on global credit bureau expansion and high potential strategic initiatives in the United States, also leading the Client Loyalty/Net Promoter strategy for the U.S. The success of this strategy has led to global expansion with the UK, EMEA, and now Latin America joining the Net Promoter discipline. Prior to her move to lead strategic initiatives, Laura ran innovation and synergy, where she was responsible for driving leading edge innovation practices across Experian’s sixteen America’s based business units. Prior to that, Laura was senior vice president, marketing and product development for the Consumer Information Solutions Business at Experian. Prior to Experian, DeSoto was the vice president of corporate development and strategy for Ideon, a financial services organization, where she supported mergers and acquisitions and partnership activities. Laura has an MBA from the University of San Francisco BS degree in business administration from San Diego State University.
	Rory Dooley Senior Vice President and General Manager, Control Device Business Unit, Logitech Rory Dooley is the Senior Vice President and General Manager of the Control Device Business Unit at Logitech, running the company's core mouse and keyboard businesses. He originally joined the company in 1984 and has served over 17 years in total in a variety of roles and in various geographies. He was part of the founding teams that set up Logitech Taiwan and Logitech Ireland respectively. Prior to his most recent stint with Logitech, Mr. Dooley was CEO of Linkvest, a software services company out of Geneva, Switzerland and he also served as COO of Audiosoft, an internet music provider also out of Geneva, Switzerland. Mr. Dooley holds BA and BEng degrees from Trinity College, Dublin, Ireland
	Diana Dykstra President & CEO, San Francisco Fire Credit Union With more than 30 years of experience in the financial services industry, Diana Dykstra is responsible for the credit union’s $520 million in assets and 22,000 members. While financial targets are important to the success of any business, the number one focus for the credit union is service and with that a 2010 goal of moving their Net Promoter Score to 85%. Diana is a graduate of and current instructor at Western CUNA Management School. In 2001, she was awarded the James D. Likens Alumni Recognition Award, and the Distinguished Service Award at the 2002 California Credit Union League Annual Meeting. She is past Chairman for California Credit Union League and CU Direct Lending, and currently serves as Vice Chair of Prime Alliance Solutions and board member of O’Rourke Career Connections and WesCorp Federal Credit Union.
	Deborah Eastman Chief Marketing Officer, Satmetrix Deborah Eastman leads our global marketing efforts. She brings extensive experience in marketing, sales, and strategic business development. She has spent her career working with customers to deliver solutions that leverage new technology to drive improved business performance. Prior to joining Satmetrix, Deborah was the Managing Principal of Windward Solutions, providing advisory services to business-to-business marketing professionals. Previously, she was Executive Vice President of Sales & Marketing and Chief Marketing Officer for Biz360, an information services company that provides Market Intelligence to marketing executives. Before joining Biz360, Deborah served as a Vice President and Managing Director at BearingPoint (formerly KPMG Consulting), where she held a number of global leadership positions including marketing, global accounts and strategic partnership development.
	Tammy Gallegos Tammy is currently Vice President of Service Quality at America First Credit Union, located in Ogden, Utah. The Credit union has assets of $4.5 billion, 470,000 members, and 81 branches. In 2002, Tammy was selected to fill a new role at the Credit Union as the Vice President of Service Quality and given the responsibility to develop and put in to place a service culture and service measurements in all areas of the Credit Union. In 2003, after already implementing service surveys, member feedback channels, and secret shops, Tammy read the Article by Fred Reichheld entitiled “The One Number You Need to Grow” and recognized the Net Promoter Score as the simple, easy to understand metric that could serve as the basis for service enhancement and measurement at AFCU. Tammy is the Chairperson of the Utah CUES Council, is a graduate of Western CUNA Management School and is currently a member of Filene I3 Group.
	Aisling Hassell Vice President, Customer Experience and Online, Symantec Aisling Hassell is responsible for the company’s online experience and ensuring a quality customer experience across all touchpoints, distribution channels, products, support and services, business processes, and IT solutions. With Symantec since 1996, she has held a number of roles spanning Business Development, ISP Product Delivery, Brand, Marketing, Documentation Services, and Shared Services. Prior to Symantec, Aisling worked for HW Wilson, a publisher of reference material, helping establish its first non-US facility. She earned two degrees from Trinity College Dublin. She graduated with a Masters of Science degree in Fluids Engineering and a Bachelor’s in Mechanical and Manufacturing Engineering. She also completed the Stanford Executive Institute course for Management of High-Technology Companies.
	David Henry Senior VP, Customer Experience, Chief Marketing Officer, Logitech David Henry is the chief steward of the Logitech brand and is responsible for ensuring that the voice of the Logitech customer is heard and considered at every point in a product’s life cycle. His organization includes Logitech’s Customer Experience, Customer Satisfaction, Quality, and Worldwide Marketing teams. He joined Logitech in 2001 as senior vice president and general manager of Logitech's Control Devices Business Unit, running the company's core mouse and keyboard businesses, as well as the Harmony remote control business. Mr. Henry has held a number of senior management positions in business development, product management and marketing. Prior to joining Logitech, he served as vice president of business development and product management for XIGO, Inc., a provider of next-generation knowledge management. Previously, he was vice president and general manager of Iomega Corporation's Magnetic Products Division, where he spent three years. Also with Iomega, Mr. Henry spent time based in France as the president of Nomai, a French company acquired by Iomega. Mr. Henry's first employer was General Electric, where he spent nine years in management positions in manufacturing, sales and product planning. Mr. Henry holds a B.S. degree in mechanical engineering from Union College in New York.
	John Heyman Chief Executive Officer, Radiant Systems Mr. Heyman has served as Radiant Systems’ Chief Executive Officer since January 2002 and as a director of Radiant Systems since June 1996. Mr. Heyman served as Chief Financial Officer and Executive Vice President from September 1995 to January 2002. Prior to joining Radiant Systems, Mr. Heyman served in a variety of capacities in communications, merchant banking, and consulting with a variety of firms. Mr. Heyman has an MBA from Harvard Business School and a BBA degree in Accounting from the University of Georgia.
	Tony Hsieh CEO, Zappos.com Tony originally got involved with Zappos.com as an advisor and investor in 1999, about 2 months after the company was founded. Over time, Tony ended up spending more and more time with the company because it was both the most fun and the most promising out of all the companies that he was involved with. He eventually joined Zappos.com full time in 2000. Under his leadership, Zappos.com has grown gross merchandise sales from $1.6M in 2000 to $840M in 2007 by focusing relentlessly on customer service. Prior to joining Zappos.com, Tony co-founded Venture Frogs with Alfred Lin. Venture Frogs is an incubator and investment firm that invested in Internet startups, including Ask Jeeves, Tellme Networks, and of course, Zappos.com. Prior to Venture Frogs, Tony co-founded LinkExchange, an advertising network that was successfully sold to Microsoft for $265M in 1998.
	Joseph Jaffe One of the most sought-after consultants, speakers and thought leaders on new marketing, Joseph Jaffe is President and Chief Interruptor of crayon, a strategic consultancy that helps its clients achieve positive change and impact by joining the conversation. Crayon's client engagements include The Coca-Cola Company, Panasonic, American Airlines, Audi, Kraft Foods, Starwood Hotels and ooVoo. Prior to launching crayon, Joseph ran jaffe, LLC, where he worked with companies including P&G, The Coca-Cola Company, Dunkin’ Brands, TiVo, Motorola and Fox Interactive Media. Before that, Joseph was Director of Interactive Media at TBWA/Chiat/Day and OMD USA, where he worked on Kmart, ABSOLUT Vodka, Embassy Suites and Samsonite. Jaffe’s popular blog and audio podcast, "Jaffe Juice”, provides daily and weekly commentary respectively on all things new marketing. You can join the conversation at www.jaffejuice.com His podcast was voted a Readers’ Choice Award as “Best Marketing Podcast” by MarketingSherpa. You can subscribe via iTunes. His first book, ”Life After The 30-Second Spot: Energize Your Brand With A Bold Mix Of Alternatives To Traditional Advertising” (Wiley/Adweek) was released in June 2005 and focuses on how advertising is evolving in a world ruled by an empowered consumer and no longer governed solely by the 30-second spot. His second book titled, “Join the conversation: How to engage marketing-weary consumers with the power of community, dialogue and partnership” was published by Wiley in October 2007. Join the Conversation outlines the birth and rise of “conversational marketing” – a vision of literally what comes next and how marketers can become part of the conversation, instead of constantly disrupting it. Joseph’s impassioned, straight-shooting and honest perspectives have found their way to every major media outlet, including the likes of CBS Evening News, ABC World News, Bloomberg, NPR, The Wall Street Journal, New York Times, USA Today, Fortune, Newsweek, Business Week, Ad Age, Adweek and the list continues. Joseph is a Senior Fellow at the Center for the Digital Future at the USC Annenberg School, as well as the Society for New Communications Research. He also has lectured at NYU's Stern School of Business, Cornell's Johnson School of Business and Syracuse University. Hailing from South Africa, he lives with his wife, daughter and two sons in Westport, CT.
	Henry Jones Director of Sales, West, Satmetrix Henry Jones is an experienced consultant in the area of Business Consulting and Customer Experience Management, and has extensive experience working with blue-chip clients to develop Loyalty Programmes that successfully deliver true business benefits. Henry’s past clients have included: Affiniti (Kingston Communications), BOC, HSBC, O2, NEG, Siemens Communications, TNT, T-Mobile and Vodafone. Henry joined Satmetrix in October 2006 where he is using his considerable experience to help key clients develop programmes that successfully meet business objectives. Henry has a BSc in Psychology and an MBA from Imperial Business School.
	Tom Kehler Vice President and General Manager of Community Solutions, Satmetrix Tom Kehler is the VP and General Manager of Community Solutions for Satmetrix. Prior to the merger with Satmetrix, Mr. Kehler was Chairman and Founder of Informative. Prior to Informative, Mr. Kehler was Chairman and CEO of Recipio from 1998 through January, 2002. Recipio developed and marketed the technology platform for Adaptive Conversations ® and relationship marketing platform acquired by Informative. Before Recipio he was Chief Executive Officer of Connect, Inc. (CNKT), which pioneered application software for on-line communities and Internet-based e-commerce. Connect lead the charge of building large scale e-commerce applications for major brands. Before Connect, Mr. Kehler was Chairman and Chief Executive Officer of IntelliCorp (INAI). IntelliCorp was the leading provider of application development software that incorporated expert systems, artificial intelligence and object oriented programming. Mr. Kehler has served on the Information Technology Advisory Board of the National Research Council. Mr. Kehler received a Ph.D. in applied physics from Drexel University.
	James Kasberg Sr.Manager, Progressive Companies Throughout Jim’s 20 plus years with Progressive Companies he has had the opportunity to experience a variety of functional disciplines including: Operations Management, Corporate Finance, Control, IT Systems and Market Research. For the past two years he has been leading Progressive Companies’ 30,000 plus organization through the Net Promoter Score Process. His analytical approach to levying the NPS survey, aggregating data and disseminating the results to all employees, including the 15,000 plus front line personnel, has enabled the company to achieve improved loyalty leading towards increased customer retention. Progressive Companies utilizes survey data to understand consumer attributes that correlate to loyalty allowing for product development, process improvement and performance training which target these key attributes. Jim is also active in a variety of civic organizations including Municipal Charter Review Counsel and Public School Facilities Commission. Jim has an undergraduate degree in Finance and Marketing and is a graduate of the Weatherhead School of Management at Case Western Reserve University.
	Michael Kirschner, Director, Business Consulting As a strategy consultant for the past 10 years, Michael has been designing innovative technology-based customer relationship management programs that engage customers, provide insight and increase loyalty. Prior to joining Satmetrix, he was Director of Consulting and Account Management at Informative, an online community provider acquired by Satmetrix in 2007. Prior to that he was Director of Corporate Development and Strategy for Destiny, a start-up financial services technology consulting and services business, where he helped grow the company to $25M ranking it #32 on Inc. Magazine’s 500 fastest growing private companies and #74 on the Forbes Fast 500. Michael has 20 years of experience helping Fortune 1000 companies realize business value from technology solutions. His expertise includes strategic program planning and management, product and service innovation and go-to-market strategies. Michael excels at leveraging customer and market data to identify product and service opportunities that lead to increased customer acquisition, retention and revenue. His work has resulted in multi-million dollar business growth, new distribution channels and company acquisitions. Michael has a BA Philosophy with a Minor in Business Administration from Penn State University
	Desirree Madison-Biggs Director of Customer Experience, Symantec Desirree Madison-Biggs, has been with Symantec since 2004 when she was hired to create a customer loyalty and satisfaction measurement program. With experience in running customer loyalty programs for over 10 years, she and her team have built programs that deliver customer insight and drive increased loyalty. She directs the global Net Promoter program for all three customer segments, business, consumer and partner. Prior to coming to Symantec, Desirree ran the Customer Loyalty Program at Business Objects and spent 10 years running sales and account management teams for start-up companies in the Silicon Valley. She began her career in business in Human Resources at Xerox Corporation. Desirree graduated from George Fox University with a B.S. degree in Social Work and Business.
	Ryan Magnon Vice President, Quality, The West Paces Hotel Group Ryan is the Vice President of Quality at The West Paces Hotel Group (founded by Horst Schulze, co-founder and former President of The Ritz Carlton Hotel Co). His current responsibilities include oversight of global customer and employee satisfaction, service quality metrics, process improvement, change management and service leadership training for all brands within the company. Ryan served as a Quality Officer in the U.S. Air Force, after attending US Air Force Flight School. As a Quality Officer, he implemented a number of successful Quality initiatives as a Six Sigma Black Belt, in areas such as flight operations, logistics and medical services. Later, he applied the same skills and expertise within the commercial real estate industry at FacilityPro, assisting property owners and retail management companies by improving their global purchasing strategy and supply chain processes. Ryan was also part of the management team that established the first supply chain consortium for the tire manufacturing industry, RubberNetwork, saving its member companies millions annually and vastly improving service efficiency. Ryan graduated from Georgia Tech with a BS in Management. He currently serves on the Board of the Malcolm Baldrige Foundation and is a senior member of the American Society for Quality.
	Douglas Morse Managing Principal, Services Transformation and Innovation Group LLC. Douglas Morse is currently the Managing Principal for the Services Transformation and Innovation Group LLC. This boutique consulting group specializes in driving customer experience and helps B to B companies transform, optimize and innovate to become a true Service Oriented Enterprise™. Douglas has spent over 30 years developing service strategies and solutions for companies in high tech including over 18 years at IBM and most recently as VP Customer Experience at Oracle . Douglas has taught, and does guest lectures, at a number of leading universities and is writing a book entitled The Services Oriented Enterprise.
	Melissa A. Namiot-Mader Director, Business Systems Analysis, Veritude With more than 11 years of business experience, Melissa Namiot-Mader is a Director for Veritude. As the Director of Customer Loyalty, and now Director of Business Systems Analysis, Melissa has been instrumental in the adaptation and incorporation of the Net Promoter Methodology across all facets of Veritude. Melissa holds a BA from Wheaton College in French Literature and International Relations and is a Certified Net Promoter Associate.
	Lindsay Notwell Executive Director, Corporate Marketing, Verizon Wireless Lindsay has been both leader and architect of the NPS implementation at Verizon Wireless. He is currently responsible for NPS at the corporate level and is assisting each business unit implementation. Prior to his role with NPS, Lindsay was executive director of marketing operations in the Midwest Area of Verizon Wireless, responsible for distribution strategy, merchandising, compensation, point-of-sale systems, new market acquisitions, employee communications, and a 200 person telesales call center. Lindsay has also served in various field and headquarters positions within Verizon Wireless and has worked extensively with Vodafone on collaborative projects. The first half of Lindsay's 30 year career was spent in the computer industry, serving in various positions in sales, operations, and professional services. Lindsay holds a bachelor's degree in psychology and sociology, as well as an MBA from the Ohio State University.
	Dr. Vince Nowinski Principal Methodologist, Satmetrix Dr. Vince Nowinski is Principal Methodologist of Satmetrix. With over 10 years of experience in the areas of customer satisfaction, customer loyalty, employee opinion surveys, and usability, Vince has helped to design global programs focused on strategic growth, profitability, and customer retention for Satmetrix’s largest and most strategic accounts. He is responsible for overseeing the content and methodology associated with Satmetrix’s suite of Customer Experience Management solutions. Vince earned a Ph.D. in Social Psychology from Stanford University, where he worked with Dr. Hazel Markus. He also holds a BA in Psychology from the University of Notre Dame. He is a member of numerous professional organizations, including the American Psychological Association, the Bay Area Special Interest Group on Human-Computer Interaction (BayCHI), and the Usability Professionals Association.
	Richard Owen President and Chief Executive Officer, Satmetrix Richard Owen is President and CEO of Satmetrix, responsible for all aspects of strategy and day-to-day operations. Prior to joining our team, he was Chairman and CEO of NASDAQ-traded AvantGo, Inc., the leading provider of Enterprise Mobility Solutions to Fortune 1000 companies. AvantGo was successfully sold to Sybase, Inc. Before running AvantGo, Richard spent eight years at Dell Computer Corporation in various executive positions, most recently as vice president of Dell Online Worldwide. He was responsible for all aspects of Dell's Internet strategy and online business revenues on a worldwide basis—building Dell's online business to cover 50 percent of the company's sales volume. Richard began his career as a consultant for KPMG Management Consultants, where he worked for European high-technology manufacturers in the EMEA region on marketing strategy and business development, including Hewlett Packard and Apple. Richard holds a Bachelor's degree from Nottingham University in England and a Master's degree from MIT Sloan School of Management.
	Donn M. Peacock President, Paul Davis Restoration & Remodeling – San Jose, San Francisco Peninsula, and Santa Cruz/Monterey Peninsula. Donn Peacock is the owner of Paul Davis Restoration & Remodeling franchises in three locations: San Jose, California, the San Francisco Peninsula and the Santa Cruz/Monterey Peninsula. For the past three years he has served as the President of the District 7 Franchise Owners Association which encompasses eight Western States. Donn was elected President of the National Executive Council of Paul Davis Restoration for 2009. He received the prestigious “Presidents Award” from the President & CEO of the franchisor Paul Davis Restoration Inc. at its national convention in Chicago in June of 2007. He is a graduate of the University of California School of Business Administration at Berkeley. Donn has utilized NPS and the Paul Davis Customer Experience teachings in his business for fifteen months and has had a tremendous rise in sales and customer satisfaction. www.pdrsouthbay.com
	Dr. Natalia Preiss Manager, Customer and Product Education, GE Healthcare Dr. Natalia Preiss currently leads a team of IT Education Consultants at General Electric in the company’s Healthcare Division. At GE Healthcare, she deployed Net Promoter Score as a customer satisfaction and loyalty metric and has identified 10 key service-related behaviors that promote higher NPS scores. Natalia has worked with organizations including IBM and Deloitte to design and promote educational offerings for medical professionals. She has also worked with Ziglar, Inc. to develop courses on emerging healthcare trends such as patient consumerism and satisfaction, and winning patient referrals. Natalia also lectures on topics such as Six Sigma Essentials for Practice Managers, 10 Key Service-Related Behaviors that promote customer relationships and loyalty, and Developing Leaders for the Future. She earned her Doctorate in International Business at the Argosy University and is currently researching the field of neuropsychology in relation to Leadership Development.
	Claudio Pugliese Claudio A. Pugliese has 20 years of experience as a customer care professional. His background includes industries such as pharmaceutical marketing (Access Worldwide), consumer healthcare (Pharmacia and Pfizer), consumer products (Colgate-Palmolive) and finance (US Trust Company and Citibank). He is currently the Customer Care Manager for MARS Direct. Claudio has been recognized for the development and implementation of several relationship marketing models. These models include utilizing call center data and insights to support marketing surveys, sampling frames and new product development, as well as benchmarking competitor response management.
	Shannon Walsh Rivers Director, PricewaterhouseCoopers, Client Experience Leader Shannon Walsh Rivers is the Client Experience Leader for PricewaterhouseCoopers. She is primarily responsible for the execution of the Client Feedback Process and the reporting and analytics related to NPS and the Client Loyalty Program. Shannon started her career with IBM, and has extensive experience in sales and sales management prior to joining PwC. Shannon is a graduate of the University of Notre Dame with an undergraduate degree in Mathematics, and earned her MBA in 1997.
	Fred Reichheld *Author, The Ultimate Question, and Bain & Company Fellow* Fred Reichheld is a Bain & Company Fellow and Founder of Bain’s Loyalty practice, which helps clients achieve superior results through improvements in customer, employee, partner, and investor loyalty. His pioneering work has quantified the linkage between loyalty, profits, and growth. In the June 2003 edition of Consulting Magazine, Fred was included on their list of the world’s top 25 consultants. The “high priest” of loyalty, according to The Economist and the man who “put loyalty economics on the map,” according to The New YorkTimes, Fred is the author of three books and eight Harvard Business Review articles on the subject.
	Michelle Robinson Vice President and General Manager of Early Development North America, Covance Michelle Robinson is Vice President and General Manager of Early Development North Amenrica at Covance, Inc. She is driving quality drug development through operational and service excellence with a team of 500+ employees. Prior to joining Covance in 2005, she spent 13 years at General Electric (GE) as a seasoned executive who developed and managed several high performance work teams, mainly in the health care industry. Michelle is a graduate of Purdue University and holds a BS degree in Industrial Engineering. She received an executive MBA from Northwestern University Kellogg and is a Certified Six Sigma Master Black Belt. She has received numerous awards, including the GE All Star Award, the GE Capital Service Quality Excellence Award, the GE Appliance Managerial Award and the Sigma/Omega Award. Michelle is currently an advisory board member of Purdue University National Society of Black Engineers and recently accepted a Board position on the Virginia Biotechnology Association.
	Glenn Rogers Director, Customer Experience, Logitech Glenn has enjoyed an exciting career in the fast-paced IT industry and has recently been tasked with leading a new Customer Experience Initiative at Logitech, the world's leading computer peripherals manufacturer. Glenn, a passionate marketeer by training, started his career at Dell Computer in the UK, moved to Switzerland with Logitech working in Product Management, Sales and Business Development, and has recently moved to Logitech headquarters in Silicon Valley to build a Customer Experience Organisation and promote Customer Delight throughout the company. Glenn is a member of the British Chartered Institute of Marketing and a recent graduate of the Executive MBA Programme at IMD, Europe's leading Business School. Glenn has lived and worked in five countries and is trilingual.
	R. Joseph Schlosser Partner, PricewaterhouseCoopers, Relationship Programs Joe is the lead partner for PwC's Relationship and Market Insight functions. He leads the firm's client feedback process and provides analysis and advice for client teams and firm management. He is responsible for the firm's key accounts programs and for competitive intelligence activities. In prior roles for PwC, Joe was responsible for a broad array of firm-wide economic, research and information services to support the knowledge and service requirements of client teams and firm leadership. He joined the firm in 1988 in the Strategic Management consulting practice with areas of specialty that include economics, business strategy, organizational development and financial management. Joe has a BA from Notre Dame and earned his Ph.D. from the University of Pennsylvania.
	Brad Smith President and Chief Executive Officer, Intuit Brad Smith became Intuit's president and CEO in January 2008, culminating a five-year rise through the company in which he successfully led each of its major businesses. As SVP and GM of Intuit's Small Business Division, Smith was responsible for the company's portfolio of QuickBooks, Quicken and Payroll products, serving 7 million small businesses and producing $1.1 billion in revenue. Prior to that, Smith led the company's Consumer Tax Group, which includes the TurboTax product line. Under his leadership the group served more than 20 million tax filers and produced more than $700 million in revenue. He also ran Intuit's Accountant Central and Developer Network. Before joining Intuit in February 2003, Smith was SVP of marketing and business development at ADP. He has also held various positions with Pepsi, Seven-Up and Advo, Inc. Smith earned his master's degree in management from Aquinas College in Michigan and a bachelor's degree in business administration from Marshall University in West Virginia.
	Troy Stevenson Vice President, Client Loyalty, Charles Schwab Troy is responsible for Client Loyalty and NPS strategy and implementation across all Schwab enterprises. His responsibilities include developing the firm’s client feedback and follow-up strategies, executing closed-loop feedback programs, identifying opportunities to improve the Schwab client experience, and bringing ‘voice of the client’ closer to line managers and functional leaders. In addition, the Client Loyalty Group is chartered with helping to instill and enable a client-centric culture throughout Schwab. Troy’s previous roles within Schwab have included serving as Head of Strategy for Schwab Financial Products and leader of the firm-wide retirement strategy initiative. Prior to joining Schwab in 2004, Troy was a senior manager at the Boston Consulting Group in Chicago and New Zealand. He holds an MBA from the Wharton School and a BA from Northwestern University.
	Bruce Temkin Vice President & Principal Analyst, Customer Experience, Forrester Research Bruce is widely viewed as a leading expert in how large organizations build differentiation with customer experience. During his ten years with Forrester, Bruce has led the company's business-to-business, financial services, and customer experience practices. His research focuses on the business strategies, operational processes, organizational structures, and culture required to create and sustain superior customer relationships. Bruce has consistently been Forrester’s highest read analyst and has authored several Forrester’s most popular research reports on customer experience, including: "The Customer Experience Value Chain," "Experience-Based Differentiation," and “The Customer Experience Journey.” He is also the creator of Forrester’s Customer Experience Index, which rates more than 100 firms on their overall customer experience. Bruce is the author of the blog Customer Experience Matters (experiencematters.wordpress.com) which is one of the most popular blogs dealing with customer experience. He regularly posts insights on topics such as customer experience, branding, and leadership. Bruce has been widely quoted in the press, including such media outlets as New York Times, Los Angeles Times, and BusinessWeek. An accomplished public speaker, Bruce also has delivered keynote speeches at many of Forrester’s Forums and other industry events. Prior to joining Forrester, Bruce was a founder and executive officer at a couple of startups. Before those startup experiences, he held management positions at General Electric, Stratus Computers, and Fidelity Investments. Bruce holds a master's degree from the MIT Sloan School of Management, where he concentrated in business strategy and operations. He also holds a bachelor of science degree in mechanical engineering from Union College.
	Aman Verjee CFO, Marketplaces, eBay Aman Verjee has been at eBay for the past seven years. He is currently the Chief Financial Officer for eBay’s North America Marketplace business, which includes eBay.com as well as several other web properties including eBay Canada, Stubhub, and Half.com. Aman manages eBay’s Strategy and Customer Analytics teams, which help eBay’s executive team set investment priorities and resource allocation for the Marketplaces business. The Analytics team partners closely with Market Research to paint a holistic view of customer needs and develop actionable customer insights and drive most of eBay’s product and marketing decisions. Prior to his current job, Aman worked at PayPal, the world’s leading online payments company. He joined PayPal in 2001, where he built their Quantitative Marketing Customer Analytics team, ran the PayPal Strategy team in 2006, and ran Financial Planning in 2007. Aman is also the co-founder and former editor-in-chief of American Thunder, which was the nation's leading NASCAR magazine in 2004. Prior to moving to the San Francisco, he worked on Wall Street as a bond trader for Lehman Brothers and later was a management consultant for McKinsey & Co in Dallas, Texas. Mr. Verjee studied economics and public policy at Stanford University and earned an MBA and a J.D. from Harvard University.
	Lena L. West CEO & Chief Strategist, xynoMedia As a certified technical expert, award-winning social media consultant, blogger, speaker, journalist, and technologist, Lena West learned about the intricate aspects of computers and networking while consulting with Fortune 500 companies such as IBM, Pitney Bowes, Philips Magnavox, Hyperion Software and MasterCard International. She founded xynoMedia in 1997, with a company goal of making social media easy to use, manageable and worthwhile for corporations. Lena’s expertise has been widely acknowledged. She is the winner of numerous business awards, among them: The Network Journal’s “40 Under Forty”, AlleyCat News’ “25 Women of Silicon Alley” and The Women’s Congress’ Entrepreneurial Champion for Women in Business, and she’s been featured as the cover story for publications such as The Westchester County Business Journal and Black Enterprise. She has spoken for the Overseas Private Investment Corporation (OPIC), National Investor Relations Institute (NIRI) and Syracuse University. A firm believer in the adage, “To whom much is given, much is required”, Lena is deeply committed to her pro bono work as well. She sits on the BlogHer Business Advisory Board, the Center for Women’s Business Research Advisory Council and the National Advisory Board for The Women’s Congress. She is a member of the Women Presidents’ Organization (WPO), Technology Executives Networking Group (TENG) and the Downtown Women’s Club (DWC).
	Katherine Williams Manager, Voice of the Client, Bank of New York Mellon Katherine Williams manages BNY Mellon Shareowner Services' Voice of the Client (VoC) Practice, an established methodology that helps ensure the highest levels of quality in client care. Katherine applies a matrix management approach across various disciplines within the organization - from Relationship Management to Service Delivery and Product Management. She brings practical experience in marketing and data analyses to her current role from her previous position as Account Manager for premier clients at Hill Holiday's New York office. Katherine holds a B.B.A. in Marketing with minors in Industrial Psychology and Business Law from Baruch College, NY and will soon complete her MBA from Fordham University.
	Lara Wise Vice President, Customer Experience & Customer Care, tw telecom Lara Wise drives the Customer Experience strategy cross-functionally at tw telecom while leading the Customer Care organization. During her five years at tw telecom, she has championed the voice of the customer in various roles within Marketing and Customer Care. Lara leads the strategic development and implementation of tw telecom’s Customer Feedback program and NPS baselines, as well as facilitates business unit implementation. With over 17 years in the telecom, government contract and non-profit industries, Lara has broad experience in strategic business problem solving, cross functional execution of corporate initiatives. She built and led marketing organizations at both Qwest and LCI. She holds a degree in International Relations and French from the University of Southern California and has completed graduate work at Georgetown University.
	Denise Wymore Culture Consultant Denise Wymore has been working with cooperatives for over 25 years. She began her career as a teller for a small government employee’s credit union in Portland, Oregon. The cooperative values of not for profit, not for charity but for service resonated with Denise. Knowing that whether you are processing a loan, advising members on investments, or helping people live within their means, what she did mattered. Five years at the Credit Union Association of Oregon during a critical legislative period honed her PR and communication skills. Eventually Denise decided to create her own consulting business based on the premise that corporations don’t have values, people do - and the values that are at the heart of the cooperative movement are good for business and the economy. She is a cheerleader for passion and commitment. As a Culture Consultant, Denise helps cooperatives identify their true values and creates measures and accountability. She is the author of Tattoos: The Ultimate Proof of a Successful Brand and the blog Cult-ivation. She is also a certified Net Promoter Score® Associate. Denise has spoken in all 50 states, and was a featured speaker at the World Council of Credit Unions in Warsaw, Poland and Brisbane, Australia.

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