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Director of Strategy, PMO & Transformation, Three Ireland

Justin Conry

Session: How are the Disruptors Disrupting Customer Experiences?

What inspires you Professionally & Personally?
Professionally:  Change, Challenge & People
Personally: People

Justin Conry is Head of Transformation in Three Ireland. Justin has 20 years industry experience in senior roles leading change, CX, strategy and planning, programme management and process improvement. Justin worked for Vodafone for 10 years latterly as Head of Strategy and Planning. Justin moved to Aviva Europe as European Head of Planning and Governance across 10 markets and then to Microsoft as Director of Channel and Programs for EMEA. Immediately prior to joining Three, Justin worked in the Business, Strategy and Transformation practice with Bearingpoint Consulting, across the public and private sector. Justin is married with 3 children, and his personal interests are rugby (coach), film and cooking

Director of Support, Ireland, Shopify

John Riordan

Session: WFH – Where From Here?

Bio is forthcoming…

Rockstar Insights

Global Customer & Employee Experience Director, Diversey

Michelle Begley

Session: B2B Nuances of Customer Success

What inspires you? Positivity and making a difference inspires me personally and professionally.

Michelle Begley is the Global Customer & Employee Experience Director for Diversey. Michelle began her career with Diversey 15 years ago as a Customer Service Advisor and moved in to various local management positions including leading the UKI Customer Function where she implemented new coaching and training programs which became recognized as best practice for the rest of the globe. Michelle then moved in to a Global Customer Service Project Management Role where she implemented those best practices plus harmonized approaches to Voice of the Customer, Complaint Management and Reward and Recognition.

Michelle’s main driver behind all the programs she has designed and implemented has been to improve the Customer and Employee Experience. Her success is these areas are demonstrated in Diverseys improvement in the Employee and Customer Net Promoter metrics plus Customer Satisfaction and Customer Effort Scores.

Michelle holds a BSC Honors Degree in Behavioral Sciences, is a Green Belt in Lean Six Sigma and a member of the Customer Experience Professional Association.

Vice President Business Transformation, IFS

Claudia Belardo

Session: Tomorrow’s Agent: Profiling and Skilling for a Shifting Paradigm

Bio is forthcoming…

Director, Global Customer Service, N26 Group

Benedikt Dormann

Session: Ask The Experts! Panel Discussion – CX: Measuring for Impact!

Bio is forthcoming…

Chief Executive Officer and Founder, Officium Labs

Jerry Leisure

Customer Engagement Leadership Council Member

Sessiopn: Words of Wisdom – The Biggest Lessons Learned!

What inspires you? The ability to make an impact

Jerry is a passionate, high-energy, collaborative, and innovative customer success executive and consultant with 20+ years’ experience in leading and guiding “Best in Class” organizations. His leadership and consultant ethos is built upon 5 key business principles: people do business with people, loyal and engaged customers build the company, communication makes things happen, adoption and usage deliver real value, and increasing customers success is a company’s lifeblood. These Ethos principles have been formed while working at Microsoft, Symantec, Autodesk, Postmates, Kabam, and now Forte Labs, Inc.

He believes the key to all true customer success starts with the user experience, personal engagement, followed by an amazing set of technology capabilities.  As well as lifetime of learning from other great CX craft builders and creators.

Senior Manager, Homes Commercial, AIB Direct

Kathy O’Mahony

Session: Transparency in the Cross Channel Customer Journey

Session: The Great Take-Away: Implementing the Best, Brightest and Boldest Ideas from the Program

Kathy has worked in a variety of roles within AIB’s Contact Centre for the past 20 years. Currently working as a Senior Manager in Direct Banking with specific responsibility for Direct Mortgages, she is responsible for delivering sales performance, customer experience and people leadership across an omni channel and ever evolving digital environment. Prior to working in Direct Banking, Kathy worked in Direct Service, notably Phone and Internet Banking and Card Services. She has participated on various bank wide strategic and transformational projects.

Kathy is a Board member of the CCMA (Customer Contact Management Association) and the recipient of the 2017 Irish Sales Champion Manager of the Year Award.

Originally from Boston Massachusetts where she worked as a Registered Nurse (RN, BSN), Kathy is married and living in Ireland with 3 grown up children.

International Customer Experience Manager, E.ON UK

Simon McDonald

Session: From Meter Points to Customers – Transformation 100 Years in the Making

Bio is forthcoming…

Head of Customer Care, Urban Sports Club

Philip Purdy

Session: Ask The Experts! Panel Discussion – CX: Measuring for Impact!

Bio is forthcoming…

Global Vice President Customer Service, Diversey

Louise Robinson

Session: B2B Nuances of Customer Success

What Inspires You? I’m inspired by a challenge. Starting something new that needs to be fully developed and implemented gets me excited.

Louise Robinson is the Global Vice President for Customer Service and is based out of Northampton, UK. An accomplished Customer Service leader, Louise started her career 23 years ago as a customer service representative for Diversey. She worked her way right up the function which she is now leading. During her career she has held various roles in both Finance back office operations and Customer Service in Amsterdam and the UK.

Louise is recognized as an effective leader with a strong people focus and has achieved success in integrating large European teams to create a European Customer Service organization clustered by language skills. She is successful in leading change programs to improve profitability, customer satisfaction and employee engagement.

Louise is passionate about Customer Service and the value the function delivers to organizations when you get it right. She has won awards for Customer Service internally and externally. Louise is recognized as an expert in her industry and regularly speaks at Customer Service forums.

Louise holds a BTEC in business studies and finance.

Managing Director, Customer Contact, RBS

Simon Separghan

Session: Balancing Automation and Human Interaction

Simon Separghan is MD of Customer Contact for NatWest Group and is responsible for the strategy, execution and delivery of Customer experience across a multi brand portfolio of the Royal Bank of Scotland (RBS), Ulster Bank and NatWest. From high volume traditional Voice through to Social Media and the growing omni channel capability, Simon leads a team helping thousands of Colleagues globally make a difference by building emotional engagement in a digitally savvy world through cultural, proposition and performance transformation.

 

Prior to this Simon was at Barclays as MD, Global Contact and Digital Channels and Transformation Director before that, Simon transformed the virtual capability and re-engineered the operating and process models to create a competitive advantage, developing Messaging and Biometrics capabilities and launching Europe’s first On-Demand Video Banking. Having worked with some of the world’s most recognized brands, Simon has been relentless around creating a culture of care and ownership in organizations globally; recognising that in the moment, empathy, knowledge and disruptive technology is key to driving the best customer experience. This culture has reaped real rewards; as NPS has grown by over 50 points and colleague engagement has risen by 15% globally.

Director Retail and Customer Care, bpost

Jan Smets

Session: The Great Take-Away: Implementing the Best, Brightest and Boldest Ideas from the Program

Session: Registration, Breakfast, and Exhibition

Since early 2016, Jan Smets heads bposts mass channels: the physical network, customer care contact centers and digital channel.

bposts physical retail network consists of over 1300 postal presences, half of which fully owned and self-operated post offices. This 2500+ FTE proximity network, which manages over 35 million transactions per year, logically remains a key partner in bpost/bpost bank operational activities, but has over the years also evolved into a performing sales engine, targeting the residential and SME segments.

Customer Care combines B-2-C and B-2-B contact centers, with some 500 contact center agents. It has a primary focus on inbound service, which earned the World Mail award for service in 2015.

Jan also remains responsible for the digital channels, and keeps a transversal role to monitor bposts overall customer loyalty and satisfaction. Jan has final responsibility over all philatelist activities of bpost, including the printing facilities in Mechelen.

Jan Smets originally joined bpost in 2008, to head the residential contact centers for both bpost and bpost Bank. Between 2010 and 2013 he combined this with the responsibility for residential marketing.

Prior to bpost, Jan worked 10 years for Belgiums telecom operator Belgacom, heading both the residential and B2B customer care organisation. This 1700 FTE strong organization focused on both servicing and selling, and was awarded Belgiums very first Contact Center Award in 2007.

He started his career 7 years earlier with Andersen consulting, with focus mainly on strategic transformation projects in governmental organisations.

Jan is a frequently asked speaker and lecturer on the topics of contact center management and customer experience. He is the author of “Contact Center Management” (Lannoo Campus, 2016)

Jan Smets holds a degree of commercial engineer from the Vrije Universiteit Brussel.

He and his wife Carla and son Jonas (°2003) live in Lier, Belgium.

Director, Customer Experience Management Department, Hrvatski Telekom

Branimir Spajić

Session: Ask The Experts! Panel Discussion – CX: Measuring for Impact!

Bio is forthcoming…

Customer Service Director, Europe, Office Depot,

Neil Sturrock

Customer Engagement Leadership Council Member

Session: The Great Take-Away: Implementing the Best, Brightest and Boldest Ideas from the Program

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.

Lead Customer Service & Quality Manager, Zynga

Nathan Turner

Session: Tomorrow’s Agent: Profiling and Skilling for a Shifting Paradigm

Nathan is an experienced customer service & quality manager within the cutting edge world of games, as well as a qualified trainer.

Having lead the customer support team for a large UK games company as Senior Operations Manager, he now heads up the player support operation for NaturalMotion, an award winning studio based in London. Building customer loyalty, trust and satisfaction is what he does best; having introduced industry leading initiatives to bolster retention, reduce effort and delight customers, he truly understands what makes his customers & team tick.

Head of Customer Journey, Danske Finance, Danske Bank

Jarkko Vuorikoski

Session: Robotic Process Automation – Efficiency in Operations and Experience

Jarkko Vuorikoski is an experienced leader specialized in customer experience and operational excellence. He has a broad experience from the financial services. Currently as Head of Customer Journey in Asset Finance area, he is focusing his efforts to improve customer experience, efficiency and transparency in Danske Bank.

Prior to current position Jarkko has lead a group-wide Centre of Excellence in Customer Journey and Process providing expertise, methods and tools for all business areas and countries in Danske Bank Group. He also has a wide range of experience from different functions like branch network, call centre, operations and IT. Jarkko is always keen on finding new and different ways to improve customer experience while driving down the costs with different development methodologies like Lean, Service Design and Agile.

Director of Service Operations (UK & I), Marsh

Rob Wilson

Session: Ask The Experts! Panel Discussion – CX: Measuring for Impact!

Session: Continuous Improvement in Operational Efficiency and Effectiveness

Bio is forthcoming…

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