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 from our Previous Event
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
Vice President, Operations & Logistics Solutions EMEA, Stryker European Operations B.V
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.
Customer Service Director, Stagecoach Bus
Keith has a wealth of executive level customer centric operations experience and has spent his entire career in customer service, working his way up through the industry, and has held senior roles at NHS Direct, Sainsburys, Condor Ferries and South East Ambulance Service. Having started as an agent, Keith is passionate about organisations that recognise and value their people as well as their customers. He also ran his own customer services consultancy for over eight years, Orchid Consulting Ltd, before taking up the role of Chief Operating Officer at NHS Direct in 2011, and is well versed in managing large teams and directing customer services strategies.
Director, Operations EMEA, Sennheiser electronic GmbH & Co. KG
Heinke has more than 20 years of experience at Sennheiser electronics with Sales and Customer Services. She has a strong leadership background on director’s level, currently serving the EMEA market being responsible for several legal units in the respective countries across Europe. Her tasks consist of different functional activities, next to Customer and Technical Service also Logistics, HR, IT and Finance and Controlling.
Global Program Director, Digital Transformation Practice, Frost & Sullivan
• 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
Director, Customer Experience and Operations, Virgin Media
Bio is forthcoming.
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.
Head of Change & Improvement, Sky Ireland
Bio is forthcoming.
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.
Customer Service Director Europe, Office Depot
Currently European Customer Service Director for Office Depot, the leading business supplies company in the world. Leading a team responsible for sales and service across Europe from a global footprint of 11 sites.
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.
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.
Carla Van Acker
Contact Centre Manager, bpost
Bio is forthcoming.