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.

Advisory Board

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.

Gemma De Koning

Gemma De Koning

VP operations and Logistics EMEA, Stryker European Operations B.V

Bio is forthcoming.

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.

Mervyn Neary

Mervyn Neary

Head of Change & Improvement, Sky Ireland

Bio is forthcoming.

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.

Neil Sturrock

Neil Sturrock

Customer Service Director Europe, Office Depot

Bio is forthcoming.

Eric Thalmann

Eric Thalmann

Director Customer Service Central European Region (CELC Member), Danfoss

Bio is forthcoming.

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