Our Insightful & Visionary Speakers

For information on becoming and/or nominating a speaker, please contact Caryn Brown at +1-212-967-2519, or email her at Caryn.Brown@frost.com

2018 Keynote Speakers

Ashley Cook

Ashley Cook

Customer Relations Director, Three Ireland

Ashley Cook is the Customer Relations Director of Three Ireland. He was appointed in 2014, following Three’s acquisition of Telefonica Ireland (O2) , where he held the role of Consumer Director, he was the only member of the O2 board to transition to Three.

Full Bio
Ashley previously held a number of senior roles at Carphone Warehouse in the UK, including Director of Customer Operations and Director of Business Operators. Prior to joining Carphone Warehouse Ashley held the position of Director of Sales Operations with Tesco in the Czech Republic where he was responsible for 83 stores and more than 6,000 people, he worked for Tesco for 20 years starting from the shop floor. Ashley is a UK national, married for 21 years with 3 children, and his personal interests are skiing and water sports.

What inspires you Professionally & Personally?
Professionally – Making Three Ireland synonymous with brilliant service and industry leading retention

Personally – emulating the love and care of my parents for my own teenage kids

Michael O. “Coop” Cooper

Michael O. “Coop” Cooper

Founder, Innovators + Influencers

Michael O. “Coop” Cooper is an internationally recognized executive coach, advisor, facilitator and trainer who specializes in working with executive teams to develop the leadership skills, alignment and strategies to grow and thrive in a constantly changing environment.

Full Bio

Coop has 23 years of experience as a coach, management consultant, strategist and project leader with Fortune 1000 companies and small businesses in over 20 countries. He has worked with leaders at Accuray, eBay, Genentech, Google, Novell, Sony Computer Entertainment America, Southwest Airlines, TeleNav, Wells Fargo, Yahoo, Yammer and hundreds of other organizations large and small. He co-lead the teams to develop the world’s first wireless web platform for Vodafone and Verizon deployed in 27 countries and developed the specifications for the first custom internet car-ordering system for Honda. He has facilitated global summits for Sony corporation and a conference on managing Millennials for the Northern California Human Resource Association. For the past 12 years, he has coached and advised Eric Rodenbeck, CEO & Creative Director of Stamen Design, named by Fast Company as one of the 50 Top Innovative Companies in America and one of the Top 50 Designers in America. He has also been selected to coach the prestigious TED Fellows.

Coop is a contributor to Fast Company, Inc., Entrepreneur and Wired Innovations. He was the founding president of the International Association of Coaching, has served on the faculty of Sony leadership programs, CoachVille, Thomas Leonard School of Coaching and the Graduate School of Coaching. He completed coach training at Coach U, CoachVille and the School of Shadow Coaching. He received an MBA from the Freeman School of Business at Tulane University with a concentration in Information Systems and a special emphasis in Global Strategic Management and degrees in History, Communications Studies and Technology Education at Virginia Tech. He received the (Shop Local / Consulting) Entrepreneur of the Year Award in 2006 from San Francisco where he lives with his partner and dog. He is an active supporter of the arts and Burning Man community.

Itzik Amiel

Itzik Amiel

Founder and Chief Executive Officer, Power Networking Academy, Bestselling Author, The Attention Switch

Itzik is the Global Leading Authority on Networking, Relations Capital & Global Expansion. Itzik is a sought after International Professional Speaker, Trainer, Business mentor, Attorney-at-law & Accountant. He is also the bestselling author of “The Attention Switch”.

Full Bio

Itzik helps professionals, business executives, entrepreneurs, firms, and associations create and maintain a successful and strategic relationship; Switch Relation to Revenue and Results for their business & expand globally. Itzik does so by providing internationally public speaking, training & personal mentoring through online and offline programs via The SWITCH; Power Networking Academy™; and consulting and execution services via his Global Expansion firm – EyeRon Group™.

Itzik delivered over few hundreds of keynote presentations and executive briefings in more than 63 countries worldwide. His keynote presentations, training and business mentoring combine in an interactive way practical knowledge with unique how-to’s and unforgettable stories. His presentations and keynote speeches are truly a memorable experience.

Itzik has shared the stage with world’s premier thought-leaders including sir Richard Branson, Les Brown, Darren Hardey, Mark Victor Hansen, Steve Wozniak (Apple co-founder); Marianna Williamson, Chris Gardner, Robert Kiyosaki, Nick Vujicic and Tom Hopkins.

Current Speakers

Claudia Belardo

Claudia Belardo

Director of International Customer Experience, SAP Concur

Claudia Belardo brings over 15 years of experience in the SaaS world building and leading best in class Support and Services teams. Refining her skills in the CX field she currently serves as the Director of International Customer Experience at SAP Concur.

Full Bio
In this role, she is responsible for fostering a company-wide culture that maintains an effortless customer experience at the forefront of everything that is done. Driving customer-focused change throughout the organization by pulling together their insights to build compelling business cases change and prioritizing CX improvement programs. Claudia is also a member of Customer Experience Professionals Association (CXPA) and Technology Services Industry Association (TSIA) as well as a Certified Knowledge Centered Service (KCS) Practitioner.
Dave Bevan

Dave Bevan

Learning & Development Specialist, Jagex Games Studio

Computer and board game enthusiast, Comic book fanboy and L&D Champion. Now working as the sole L&D function at Jagex, Dave is an award-winning L&D professional with a passion to help people learn, grow and develop

Full Bio
Dave’s background comes from customer support and people management with over 10 years’ experience across both B2B and BC2 contact centers. Focusing on how important staff development is and with a keen passion for growing and developing talent, Dave works across all levels of Jagex with key stakeholders to ensure all staff are invested in.

From delivering week long learning initiatives, delivering in house training, organising public speakers and facilitating external training opportunities, Dave has seen a rise in employee engagement questions based around growth and career prospects every quarter for the last 18 months.

Raffaela Bonomonte

Raffaela Bonomonte

Director Global Executive Escalations, PayPal

Raffaella (Raf) Bonomonte is Director of Global Executive Escalations for PayPal. She is a seasoned professional with 13 years-experience in the online payments company, where she has led functions including Customer Solutions.

Full Bio
Raf leads a team of 200 Executive Escalations specialists right across the globe, who are committed to delivering results for PayPal’s most valued customers. Raf coaches her leaders and her teammates to set them up for success and achieve their targets. She initiated and led the highly successful Leadership Effectiveness Programme for the Europe, Middle East and Africa region, which is credited with buildings PayPal’s next generation of leaders. Raf also served as Site Leader for the Berlin office while it transitioned to a captive site, overseeing it’s refurbishment and rebranding. Originally from Italy, Raf lives with her husband and their three children in north county Dublin.
Andrew Bowman

Andrew Bowman

Outsourcing Lead, Nestle Nespresso UK

Jean-Marc Codsi

Jean-Marc Codsi

General Manager Europe, Wargaming.net

Jean-Marc joined WG in 2016 as a Global head of Player Experience based in Nicosia where he focused on player happiness for the group. Understanding what makes player join a great game such as World of Tanks and stay longer with the game is his passion.

Full Bio
Engagement of players through Customer Services, communities and creating great content, that’s the job. In 2017, JM has been appointed as GM for Europe, based in Paris.

Up until 2015, Jean-Marc was the Vice President for Global Customer Experience with eBay in Europe. He was responsible for creating the experiences that customers love and helping eBay make shopping and selling easier than ever before for the eBay communities of all sizes.

In 2015, he lead the separation of eBay and Paypal for their worldwide operations covering Global billing and Payment, Trust, Risk and Policies and Customer care.

Previously, he was the Senior Vice President of Customer Experience at Etisalat in the UAE (Emirates) and was a pioneer in elevating the customer experience in the Middle East region. He has held other leadership positions at T-Mobile international where he led the Customer experience strategy for Europe.

He learned CRM and customer experience at “the sharp end,” spending 10 years in the Business Process Outsourcing companies, designing and implementing large corporations’ customer care strategies since 1992.

He holds a degree in Economics from the University of Paris and a BA from Rouen Business School. He also studied at Santa Clara University in California and is an alumnus of INSEAD.

Jean-Marc is a movie buff; he would not miss a session of the Cine-club he has founded 10 years ago in London and which was recently exported to Nicosia, Cyprus. He has picked up Shotokan Karate 7 years ago and trying hard to keep up with the youngsters.

He has 3 grown-up children and the family lives… somewhere around the world.

Justin Conry

Justin Conry

Head of Transformation, Three Ireland

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.

Full Bio
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

What inspires you Professionally & Personally?

Professionally: Change, Challenge & People

Personally: People

Luke Horwath

Luke Horwath

Head of Customer Relationship Centres, Nestle Nespresso UK

Stephen Loynd

Stephen Loynd

Global Program Director, Digital Experience, Frost & Sullivan

Functional Expertise
• 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

Full Bio

Industry Expertise
• 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

Career Highlights
• Extensive expertise in the evolving customer contact landscape
• Twelve years experience at several relevant organizations:
– Stream Global Services
– IDC
– Sakon, LLC
– MassTrade

Education
• 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

Laura Malinsky

Laura Malinsky

Head of the Global Contact Center, Allianz SE

In her current role as the Head of the Global Contact Center at the Allianz Global Headquarters in Munich, Laura works closely with the Allianz Direct Companies to ensure delivery of the best customer experience possible for Allianz Direct customers globally.

Full Bio

Laura brings over 20 years of experience in customer relations and has been employed with Allianz since 2006 in various countries and Allianz operating entities, allowing her a deep understanding to build up and drive the Global Contact Center strategy.

“We are building on and leveraging our most important assets: the best Contact Center capabilities across the Allianz Global Direct lines.” Laura strongly believes no matter how the Contact Center evolves in the future, it remains a human touchpoint for our customers within Digital Transformation.

Jo Mayes

Jo Mayes

Director of Customer Operations, Business Stream, A Scottish Water Company

Jo is the Director of Customer Operations in Business Stream the 4th largest water retailer in the new UK water retail market. Jo is responsible for Customer Services, Metering and Billing, Customer Account Services, Customer Relations and Customer Onboarding.

Full Bio
Prior to joining Business Stream Jo was the Head of Customer Experience and Data in Standard Life where her role was to embed the customer voice throughout Standard Life through effective insight gathering to drive a customer focussed mind set.

Jo has held significant operational roles in other industries primarily within a Customer Service environment. Prior to joining Standard Life, Jo was Head of Credit Strategy and Risk in Scottish Power’s Energy retailing business. She has also previously worked in the water industry, local government and charitable sector.

Charlotte Moran

Charlotte Moran

Director Customer Contact, Aviva

What inspires you Professionally & Personally?

Professionally: Making a difference

Personally: Living my best life

Full Bio

Charlotte has over 20 years’ experience working in large organisations across a wide range of industry sectors. She has held a number of senior roles at Aviva for the past 7 years and now leads their UK customer service operations. Charlotte is passionate about achieving operational excellence and aims to fundamentally improve the experience for Aviva’s customers and people.

Kathy O’Mahony

Kathy O’Mahony

Personal Market Manager, Direct Banking, AIB

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

Full Bio
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.

Phil Purdy

Phil Purdy

Customer and Client Services Manager, Europe, Travelzoo

Phil has worked in Customer Service for over 20 years in both the public and private sector. With previous roles at Channel 5, Lifelong Learning UK and currently leading the EU Customer Service team at Travelzoo, he is passionate about providing excellent customer service with the focus on making it easy for customers to do business.

Josh Reynold

Josh Reynold

Senior Director of Programs – Worldwide Customer Experience, Electronic Arts (EA)

Josh Reynolds is a customer experience (CX) leader with over 10 years of experience using technology to design and deliver differentiated customer and employee experiences.

Full Bio

At Electronic Arts (EA), he oversees the strategy for integrating CX technology and process into the larger EA company platform. He also leads the team responsible for all CX technology including Customer Relationship Management (CRM), channels, web, and self-service tools.

Prior to EA, he spent several years as the product owner for AppleCare’s proprietary contact center CRM and Voice of the Customer platform.

In addition to his work at EA, he is on the Board of Directors at Flourish Creative, a non-profit that focuses on a passion of his : creating and cultivating art and music of Round Rock, TX and the surrounding area.

What inspires you Professionally & Personally?

Professionally: Companies creating unique customer experiences
Personally: Family and music

Jason Roberts

Jason Roberts

Head of Contact Centre Operations, Dixons Carphone

Jason is responsible for all retained customer service areas across the Currys PC World and CPW brands alongside accountability for the Contract governance and performance of our Capita Outsourced Customer Service activity for all brands across the U.K. & SA.

Full Bio
After over ten years in stores, Jason has worked across the Dixons chain providing change programme leadership to a number of national rollouts from our store Eclipse systems to Balanced Scorecard and Customer Experience development. This was part of the Customer Operations team in the support centre.

As contract manager, he oversaw the exit from Capita of the Dixons estate in 2009, and initially looked after the Sales functions before spending 3 years in Logistics and Supply Chain, re-joining the Contact Centre as Head of Operations in late 2013.

From that time Jason has focused on improving the environment and development framework for our colleagues, to focus on improving the quality of service through an engaged team, he has driven use of Pathways, Apprenticeship schemes and Accreditation to highlight the great opportunities that exist in our business for customer focused colleagues.

Louise Robinson

Louise Robinson

Vice President, Global Customer Service, Diversey

Louise Robinson is the Global Vice President for Customer Service and is based out of Northampton, UK.

Full Bio

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.

Jan Smets

Jan Smets

Director Retail and Customer Care, bpost

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.

Full Bio
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.

Nathan Turner

Nathan Turner

Senior Operations Manager, Jagex Games Studio

Nathan Turner is a young professional leading a service department which challenges the way the games industry provides Customer Service. His team have a potential customer base of 250 million accounts and offer service through traditional mediums as well as social platforms and media, bringing Customer Service to life through a unique ethos and approach.

Full Bio

As a key stakeholder at Jagex, Nathan represents the service team at all customer touch points, including live events, corporate charitable activities and future product development. Nathan also heads up our brand ambassador initiative which sees over 1,500 volunteers support our service operation through chat moderation & Twitter support.

Jagex has enjoyed industry leading KPI results and the recognition of agencies such as the Internet Watch Foundation who champion Jagex as a pioneering company in maintaining safe online environments.

Jens Voigt

Jens Voigt

Customer Support Director , PPRO Financial Ltd

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