Our Insightful & Visionary Advisory Board

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.

Past Advisory Board

Claire Anderson

Claire Anderson

Senior Vendor Manager, Sony Interactive Entertainment Europe

I’m a Group Manager within the Consumer Experience team at PlayStation (Sony Interactive Entertainment Europe), with over 15 years’ experience in consumer experience, BPO and contact centre management.

Full Bio

I put the Player at the heart of everything we do, building brand advocacy and enhancing the experiences we offer. During my time at PlayStation I’ve overseen the development of our online support tools and resources, allowing our Players to self-serve at their convenience. I’ve also encouraged an environment of continuous improvement which has refined the experience for our Players, and seen us achieve second place in the UK’s Top 50 Companies for Customer Service in 2017.

Gary Blatcher

Gary Blatcher

Group Director of Customer Experience, A2Dominion Group

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.

Serge Burger

Serge Burger

Head of Customer Success Management, Franke Kitchensystems Switzerland

With more than 18 years of customer service experience, Serge Burger is responsible for the Customer Success Management at Franke Kitchensystems Switzerland.

Full Bio

With his team, he is highly committed to finding and implementing solutions for every client, every need and every situation. Customer Success Management is not seen as a department, rather it is a commitment to attitude which is practiced daily with passion, determination, customer and solution orientation.

Alexander Kuhl

Alexander Kuhl

Director of Customer Experience and Service, C. & E. FEIN GmbH

FEIN is a German specialist manufacturer of premium power tools for processing metal, wood and composite materials. Alexander Kuhl started his journey as Director Customer Experience &Service at FEIN almost a year ago.

Full Bio

He is mainly responsible for After Sales and Repair Services of all FEIN subsidiaries and agencies worldwide. In this position, his major task is to get to know the needs of customers and offer them solutions that exactly meet their requirements. “This is the only way to ensure that customers become brand ambassadors – and that is exactly what we want to achieve”, says Alexander Kuhl.

After completing his degree in International Management and Corporate Finance, Alexander Kuhl, who was born in Frankfurt, spent over ten years in different positions at Nintendo of Europe GmbH, lastly as Manager of Consumer Service Europe. Here too, he built up customer relationships and services to produce positive product experiences for customers. He considers these aspects to be fundamental and aims to do the same at FEIN. “I see the customer as the focal point for every process. And I’d add one more thing: I don’t just want to offer the customer products that they need – I want to surprise them with functions and features that they wouldn’t want to live without, from the day they discover them.”

Laura Malinsky

Laura Malinsky

Head of Contact Centre Capabilities, 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.

Lynn Morrison

Lynn Morrison

Director, Marketing, Opus Energy

Lynn Morrison is the Marketing Director at Opus Energy, the leading independent energy supplier to UK businesses. In her role, Lynn is responsible for marketing, internal and external comms, and customer experience.

Full Bio
Prior to joining Opus in 2013, Lynn ran her own consulting firm and held a management role in the Customer Experience Strategy team at Pacific Gas & Electric Company. Lynn has an MBA from Thunderbird Graduate School (USA).

Opus Energy is a leading challenger brand, gaining success through a dedication to customer service and innovation. Lynn created a User Experience team to provide an independent assessment of service and product delivery, benchmarking against both industry standards and customer expectations. She ensures that the voice of the customer is represented in every meeting, keeping the customers’ needs and wants at the heart of the business.

Jürgen Nowatzki

Jürgen Nowatzki

Head of Country Customer Relations (Germany), IKEA Deutschland GmbH

As the Head of Customer Support for IKEA German and CEO of the IKEA Customer Support Centre GmbH, Jürgen leads and develops the Customer Support Business to create the best customer experience on different touchpoints during the customer journey.

Full Bio
Since joining IKEA in the early 80´s Jürgen has been responsible for various parts inside the IKEA Retail Organisation, always having the importance of customer needs, expectations and experience in mind .
Beside showing visions and developing strategies, Jürgen’s passion has been always to lead people by example and develop them with a strong focus on their individual talents.
Jens Poggenburg

Jens Poggenburg

Director Global Customer Services, AVL List GmbH

Full Bio
  • Studies of mechanical engineering and economics in Aachen, Germany
  • More than 20 years’ experience in technical consulting and customer services – focus on automotive industry
  • In 2003 he joint AVL holding several leading positions
  • Since 2009 Global Business Unit Manager, Instrumentation & Test Systems with 900 employees worldwide and a turnover of 100 million at AVL Graz
  • Several publications regarding global service strategies
  • Member of the Styrian Service Cluster, KVD, KVA
Silke Robeller

Silke Robeller

Director of Customer Care, VSA GmbH

As the Head of Customer Service at VSA 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 € 12 billion annually.

Full Bio
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 15 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.
Karsten Smet

Karsten Smet

Chief Operator Officer

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.

Full Bio
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.

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