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.

13th Annual Customer Contact Europe Executive Mindxchange Advisory Board

Gary Blatcher

Gary Blatcher

Group Director, 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.

Gemma De Koning

Gemma De Koning

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

Bio is forthcoming.

Keith Gait

Keith Gait

Customer Service Director, Stagecoach Bus

Bio is forthcoming.

Heinke Hahn

Heinke Hahn

Director, Operations EMEA, Sennheiser electronic GmbH & Co. KG

Bio is forthcoming.

Stephen Loynd

Stephen Loynd

Global Program Director, Digital Transformation Practice, 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

Eric Mullane

Eric Mullane

Director, Customer Experience and Operations, Virgin Media

Bio is forthcoming.

Hicham Naim, PharmD MBA

Hicham Naim, PharmD MBA

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

Naim has over 18 years’ experience gained through industry and consultancy. Hicham is currently focusing on customer and patient experience, commercial innovation, digital transformation, digital health, value-based partnership and innovative business models.

Mervyn Neary

Mervyn Neary

Head of Change & Improvement, Sky Ireland

Bio is forthcoming.

Silke Roebeller

Silke Roebeller

Head of Customer Care, Noventi Healthcare GmbH

Awarded with “Top Service Deutschland 2018“ B2B by ServiceRating, Silke Robeller is a Senior Executive in the Customer Service industry.

Full Bio

As the Head of Customer Service at Noventi HealthCare 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 € 19 billion annually. 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 16 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.

Neil Sturrock

Neil Sturrock

Customer Service Director Europe, Office Depot

Bio is forthcoming.

Karsten Smet

Karsten Smet

Chief Operator Officer, UKCloud

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.

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.
Carla Van Acker

Carla Van Acker

Contact Centre Manager, bpost

Bio is forthcoming.

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