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, PayPal

Bio is forthcoming.

Speakers

Michelle Begley

Michelle Begley

Global Customer & Employee Experience Director, Diversey

Bio is forthcoming.

Claudia Belardo

Claudia Belardo

International CX Transformation Director, SAP Concur

Bio is forthcoming.

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

Anthony Dodson

Anthony Dodson

Director of Transformation and Change, Virgin Media Ireland

Bio is forthcoming.

Yuval Dvir

Yuval Dvir

Director of Online Partnerships, Google

Bio is forthcoming.

Wayne Grimshawe

Wayne Grimshawe

Head of Revenue Contact Centres, Thames Water

Bio is forthcoming.

Marion Humeau

Marion Humeau

Global Head of Customer Experience & Digital Innovations, Groupe Renault

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, UX, Orange Bank

Bio is forthcoming.

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.

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.

Louise Robinson

Louise Robinson

Global Vice President 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.

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

Bio is forthcoming.

Nathan Turner

Nathan Turner

Lead Customer Service Manager, Zynga

Bio is forthcoming.

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