14th Anniversary Customer Contact Europe Executive Mindxchange Advisory Board
We are currently confirming our Advisory Board. Check back soon!
An Event Shaped by a Community of Your Peers!
Frost & Sullivan extends its appreciation to the following Advisory Board Members for their expertise and valuable support in ensuring the agenda delivers relevant and valuable content.
Advisory Board From Our Previous Event
My role and background is Customer and People Experience strategy, engagement and execution, across both Global and Domestic Organisations, with diverse customer and employee portfolios. My focus and inspiration is developing high performing/extraordinary team thinking, capabilities and outcomes to deliver long term, sustainable, growth.
Keith has a wealth of executive level customer centric operations experience and has spent his entire career in customer service, working his way up through the industry, and has held senior roles at NHS Direct, Sainsburys, Condor Ferries and South East Ambulance Service. Having started as an agent, Keith is passionate about organisations that recognise and value their people as well as their customers. He also ran his own customer services consultancy for over eight years, Orchid Consulting Ltd, before taking up the role of Chief Operating Officer at NHS Direct in 2011, and is well versed in managing large teams and directing customer services strategies.
Keith has an MBA from Henley, and has studied on the Harvard Executive Education Programme. Keith has written books on customer service, has spoken at several conferences on the subject, and has been a judge for the National Customer Service Awards and European Call Centre Awards in previous years. Keith was also voted in the Top 10 most respected people in the industry in 2012.
In his current role with Stagecoach, Keith is driving forward improvements to the customer service offering and further enhancing the customer experience through service delivery, commercial, technology and communication strategies.
Heinke has more than 20 years of experience at Sennheiser electronics with Sales and Customer Services. She has a strong leadership background on director’s level, currently serving the EMEA market being responsible for several legal units in the respective countries across Europe. Her tasks consist of different functional activities, next to Customer and Technical Service also Logistics, HR, IT and Finance and Controlling.
Gemma de Koning
Gemma brings extensive experience and leadership in international customer service and operations. She worked in the IT/Software industry for the first 15 years of her career and in Medical Technology for the past 7.5 years.
She is known for have a clear focus on service, improving customer experience and driving continuous improvements. Gemma has a proven track-record in building and leading international teams and establishing sustainable and profitable relationships with customers, partners and stakeholders across the globe. She is determined to drive change at the organizational, process and systems level, and turns the spotlight inefficiencies which impact productivity and value.
Gemma currently leads the EMEA Operations and Logistics organization for Stryker – this includes Customer Service, logistics, distribution and management of the central distribution center and the local warehouses across Europe as well as the commercial demand and supply planning activities for EMEA – and she is a member of both the Stryker European Leadership Team and the global Enterprise Planning Operations & Logistics Team.
• Twelve years of research and analytical as well as sales and marketing expertise in the contact center BPO market. Particular expertise in:
– Emerging trends and market dynamics in the BPO industry
– Go-to-market BPO strategies relative to specific vertical markets
– The competitive landscape of outsourcing vendors in the realm of customer contact
• Experience base covering broad range of sectors, leveraging long-standing working relationships with leading industry participants’ Senior Executives
– Customer care/CRM/customer contact
– Business Process Outsourcing (BPO)
– Global sourcing (from the US, to offshore, nearshore and homeshore)
What I bring to the Team
• Particular skills in writing, analysis and presentation
• Insight from the perspective of the end-user
• Experience and skills in sales and marketing
• A global outlook
• Extensive expertise in the evolving customer contact landscape
• Twelve years experience at several relevant organizations:
– Stream Global Services
– Sakon, LLC
• M.A. from the Paul H. Nitze School of Advanced International Studies (SAIS) at Johns Hopkins University, Washington, D.C.
• B.A. from Colby College, Waterville, ME
Bio is forthcoming.
Naim has over 18 years’ experience gained through industry and consultancy. Hicham is currently focusing on customer and patient experience, commercial innovation, digital transformation, digital health, value-based partnership and innovative business models.
An experienced leader with over 15 years, Mervyn has successfully designed, led and implemented many complex change agendas with high levels of engagement within global organisations.
Working for the past 6 years with Sky Ireland, in the Broadcast Media &Telcom’s sector, Mervyn is organisationally recognised as a positive leader, who has successfully managed and developed individuals in a line and matrix structure. With a track record of delivering sizeable, complex & / high value initiatives through the complete lifecycle. he has extensive experience at strategic, transformational and operational levels and has an outcome oriented focus. His specialist skills are in leadership, change management, continuous improvement and improving the effectiveness of organisations, the individuals and teams within them.
Awarded with “Top Service Deutschland 2018“ B2B by ServiceRating, Silke Robeller is a Senior Executive in the Customer Service industry.
As the Head of Customer Service at Noventi HealthCare GmbH, the leading provider of billing services for pharmacies in Germany, Silke supports with her team the billing of more than 150 million prescriptions with a volume of more than € 19 billion annually. She is passionate about providing high-quality customer service that is enthusiastically received by the customers and makes them loyal to the company. As a leader with a proven track record in the development, optimising and restructuring of call centres in the B2B and B2C environment, Silke is used to leading service units to success. In addition, she has over 16 years of experience of service management in the consumer goods, retail, publishing, finance and IT sectors. To date, she successfully managed national and international teams, supervised service providers (external call centres) and has been responsible for the further development and optimisation of the quality of processes, services and results.
With over 20 years’ experience in IT Operations and Customer Experience Karsten is an inspirational and motivational leader with a natural ability to build, develop and strengthen an organisations focus on its customers.
A Service Management specialist he has designed and developed robust operating models for International Standards, including ISO2000 and PCI, across leading tech organisations including Microsoft and Rackspace. He has a clear vision for sustainability, and is driven by a desire to deliver continuous improvement through the implementation of key processes, such as ITIL, and best practices that better align IT services with the needs of a business.
Over the years he has gained a number accolades across the industry and within the Organisations he has worked. More recently as Director of Customer Services at UKCloud he steered the company into winning its first ever Customer Excellence Award in recognition of the forward thinking approach to customer support taken by Karsten and his team.
Currently European Customer Service Director for Office Depot, the leading business supplies company in the world. Leading a team responsible for sales and service across Europe from a global footprint of 11 sites.
Prior to OD I held a number of senior customer leadership roles with TUI, Apple and Orange in the UK for example and worked offshore for Unique Vacations the Marketing and Sales arm of Sandals and Beaches resorts in the caribbean.
Passionate about customer service and leading operations which are not only passionate about their customers but ensure their employees are valued and engaged positively.
Customer Engagement Leadership Council Member
More than 15 years’ experience in leading multi-cultural customer service organizations in B2B environments, while being responsible for different additional, customer experience relevant, assignments with Supply Chain, Logistics and Customer Satisfaction.
As the Head of different Customer Service Organizational set up`s, which where tailored to the specific markets and area conditions, he introduced Customer Service as a new core discipline with a strong Supply Chain and Continuous Improvement approach within different organizations in EMEA.
Carla Van Acker
Bio is forthcoming.