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

Keynote Speakers

Annette Hickey

Annette Hickey

Vice President EMEA Customer Solutions, Dublin Site Lead, PayPal

Annette Hickey is PayPal’s Vice President of Customer Solutions. She is a seasoned professional with 20 years-experience in customer service leadership. Annette leads a team of 800 Customer Champions committed to delivering results for PayPal customer’s right across Europe, the Middle East and Africa. She coaches her leaders and her customer service teammates to set them up for success and achieve their targets.

Full Bio

Annette leads key strategic programmes that deliver costs savings and drives investment in the things that matter most to customers and teammates. Annette is an advocate of career development and champions culture and inclusion. She is also the Dublin Site Leader for PayPal. Prior to PayPal, she worked at Vodafone and Eir where she developed a reputation for adding value by putting both the customer and the employee at the centre of decisions. Outside of work Annette is a mum to two young boys and avid Dubs fan.

Dawn Cronogue

Dawn Cronogue

Contact Centre Director, Brakes Group

What inspires you?
Professionally – a challenge and seeing people develop

Dawn is an industry leading Contact Centre Director, with over 20 years’ experience both at a UK and Global level. Dawns career spans across sectors including hospitality, engineering, automotive, retail, logistics and distribution and now the food service industry with Brakes UK. Dawn is a true customer champion with an award winning track record in developing great customer service and sales organisations leading large multi-functional teams and delivering transformational change and performance improvement, in both the sales and service arena.

Full Bio

In her current role Dawn is responsible for the contact centre experience for all Brakes customers in the UK, Covering both sales and service interactions for every customer, across every channel, from large corporate clients through to SME customers, some 5 million customer interactions per year.

A passionate believer that people are the differentiator in any service organisation, for the last 15 years Dawn’s work has focused on transforming contact centres and their cultures, by developing people and implementing viable career paths where talented individuals want to build a future and make a difference.

Dawn is adept at looking beyond the cost centre and creating best in class customer and employee experiences, that are anchored to an organisations vision, strategy and brand, and deliver true ROI by creating value for both the organisation and its customers.

Mervyn Neary

Mervyn Neary

Head of Change & Improvement, Sky Ireland

Matt Buttery

Matt Buttery

Head of Digital, Sky Ireland

Speakers

Ed Ariel

Ed Ariel

Vice President Service Operations, ezCater

Bio is forthcoming.

Michelle Begley

Michelle Begley

Global Customer & Employee Experience Director, Diversey

Bio is forthcoming.

Claudia Belardo

Claudia Belardo

International CX Transformation Director, SAP Concur

Claudia Belardo brings over 15 years of experience in the SaaS world building and leading best in class Support and Services teams.

Full Bio

Refining her skills in the CX field she currently serves as the Director of International Customer Experience at SAP Concur and the Director at the Customer Institute. 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.

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

Tony Crane

Tony Crane

Customer Experience Director, Bank of Ireland

Bio is forthcoming.

Anthony Dodson

Anthony Dodson

Director of Transformation and Change, Virgin Media Ireland

What inspires you?
Problem solving and shared experiences

Anthony has an extensive 20yrs experience in business across APAC, USA & European territories. He has worked within different sectors from Manufacturing (Xilinx), Telecommunications (BT) and now Virgin Media. 

Full Bio

Having previously enjoyed senior positions across Engineering, Vendor Management and Customer Operations, Anthony is currently Director of Transformation & Change for Virgin Media Ireland. This is a role that spans the entire business from Cable to Mobile, Technology and Virgin Media Television. The launch of Virgin’s digital conversation strategy has brought his attention to exploring the future of Digital Support. As a result Anthony is leading a Digital Transformation agenda, to deliver on that strategy using current and future technologies such a Messaging Platforms, Digital Assistants, RPA, System Integrators and AI. He is genuinely passionate about Making it Easy for customers and building connections that really matter for Virgin people and its customers.

Yuval Dvir

Yuval Dvir

Director of Online Partnerships, Google

A Business Transformation leader with hands-on experience on how to manage technology, people, data and products to lead real change, innovation and growth in global organizations.

Full Bio
Yuval Dvir heads Online Partnership for Google Cloud – the smart productivity applications and the cloud based building blocks that power many of today’s organizations. Prior to that, Yuval led the Strategy for Google’s Global Product Operation, improving customer experience for Google’s Advertising partners and clients.

Prior to joining Google, Yuval led Skype’s Product Strategy and as the scope expanded, Yuval created the Business Transformation group, responsible for driving the wider strategic alignment of the division and the data culture across wider Microsoft post acquisition. As part of this turnaround, Yuval oversaw the rebuilding of Skype’s data architecture, from pipeline feeds to the last mile of visualization, adoption and business growth, and with the very first ML implementation in collaboration with MSFT research China.

Yuval holds a B.S.c from the Technion – Israel’s Institute of Technology and an M.B.A from INSEAD Business School in France and Singapore. Currently working towards his
MSc in Neuroscience at King’s College London.

Wayne Grimshawe

Wayne Grimshawe

Head of Revenue Contact Centres, Thames Water

What inspires you?
• People | • Innovation | • Disruption
I have worked within the contact centre at all levels and across many different industries with a clear focus on understanding and supporting customers.

Full Bio

I have worked with some large organisations (The AA, Danone, Barclays, Sky & Thames Water) helping them to grow and develop their relationship with customers in a time that has seen the biggest change in their needs & wants and significant commercial pressures.

What started out as channel shift to email, moved to live chat, then social media and now a focused on a live view of customer activity across all channels (assisted and unassisted).

The development of people and their capabilities has been my passion, however I have more latterly delivered transformation programmes involving CRM, Billing Platforms, Channel Aggregation, Workforce Management and Workflow Management to enable a great customer experience.

Marion Humeau

Marion Humeau

Global Head of Customer Experience & Digital Innovations, Groupe Renault

Bio is forthcoming.

Gemma De Koning

Gemma De Koning

Vice President, Operations & Logistics Solutions EMEA, Stryker European Operations B.V

What Inspires You?
Being able to make a difference!

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.

Full Bio
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.

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

David Ruiz Martínez

David Ruiz Martínez

Head of Design, Customer Experience, User Experience, Orange Bank

What inspires you?
People, Ethics, Respect, Freedom, Humour

David Ruiz is Head of Design and CX at Orange Bank tasked for conceiving meaningful customer experiences and designing innovative services for banking. 

Full Bio

He has a wide international experience spanning telecommunications engineering, large customer account management, innovative project leadership and experience design. Optimistic, passionate and challenging, David strives to make business, strategic and technical stakeholders aware of the benefits of an early adoption of a User-Centric design methodology within the innovative chain and the customer experience definition

Eric Mullane

Eric Mullane

Director of Customer Experience and Operations, Virgin Media Ireland

Bio is forthcoming.

Hicham Naim, PharmD MBA

Hicham Naim, PharmD MBA

Head of Customer Experience Strategy & Operations – EUCAN, Takeda Pharmaceuticals International AG

Bio is forthcoming.

Michael Nolan

Michael Nolan

Chief Customer Officer, CarTrawler

Bio is forthcoming.

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.

Dorothy O’Byrne

Dorothy O’Byrne

Managing Director, CCMA Ireland

Bio is forthcoming.

Philip Purdy

Philip Purdy

Head of Customer Services, TVPlayer

Bio is forthcoming.

Louise Robinson

Louise Robinson

Global Vice President Customer Service, Diversey

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.

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.

Paul Simpson

Paul Simpson

EU Virtual Site Director, Wayfair

Bio is forthcoming.

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.

Neil Sturrock

Neil Sturrock

Customer Service Director – Europe, Office Depot

Bio is forthcoming.

Eric Thalmann

Eric Thalmann

Director, Customer Service - Central European Region Danfoss.

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.

Full Bio
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.

Nathan Turner

Nathan Turner

Lead Customer Service Manager, Zynga

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

Full Bio
Having lead the customer support team for Jagex Games Studio 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.
Jarkko Vuorikoski

Jarkko Vuorikoski

Head of Customer Journey, Danske Bank

Bio is forthcoming.

Share This