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

2018 Keynote Speakers

Ashley Cook

Ashley Cook

Customer Relations Director, Three Ireland

Ashley Cook is the Customer Relations Director of Three Ireland. He was appointed in 2014, following Three’s acquisition of Telefonica Ireland (O2) , where he held the role of Consumer Director, he was the only member of the O2 board to transition to Three.

Full Bio
Michael O. “Coop” Cooper

Michael O. “Coop” Cooper

Founder, Innovators + Influencers

Michael O. “Coop” Cooper is an internationally recognized executive coach, advisor, facilitator and trainer who specializes in working with executive teams to develop the leadership skills, alignment and strategies to grow and thrive in a constantly changing environment.

Full Bio
Itzik Amiel

Itzik Amiel

Founder and Chief Executive Officer, Power Networking Academy, Bestselling Author, The Attention Switch

Itzik is the Global Leading Authority on Networking, Relations Capital & Global Expansion. Itzik is a sought after International Professional Speaker, Trainer, Business mentor, Attorney-at-law & Accountant. He is also the bestselling author of “The Attention Switch”.

Full Bio

Current Speakers

Claudia Belardo

Claudia Belardo

Director of International Customer Experience, SAP Concur

Claudia Belardo brings over 15 years of experience in the SaaS world building and leading best in class Support and Services teams. Refining her skills in the CX field she currently serves as the Director of International Customer Experience at SAP Concur.

Full Bio
Dan Bennett

Dan Bennett

Outsource Manager, Nespresso UK & Republic of Ireland

Dave Bevan

Dave Bevan

Learning & Development Specialist, Jagex Games Studio

Computer and board game enthusiast, Comic book fanboy and L&D Champion. Now working as the sole L&D function at Jagex, Dave is an award-winning L&D professional with a passion to help people learn, grow and develop

Full Bio
Raffaela Bonomonte

Raffaela Bonomonte

Director Global Executive Escalations, PayPal

Raffaella (Raf) Bonomonte is Director of Global Executive Escalations for PayPal. She is a seasoned professional with 13 years-experience in the online payments company, where she has led functions including Customer Solutions.

Full Bio
Amanda Cochrane

Amanda Cochrane

Head of Operations, AXA Insurance

Amanda has over 20 years experience in General Insurance in a number of senior roles and joined AXA in 2006. Prior to working in AXA she was the operational lead for the set up and implementation of the NHS24 national service in Scotland.

Full Bio
Jean-Marc Codsi

Jean-Marc Codsi

General Manager Europe, Wargaming.net

Jean-Marc joined WG in 2016 as a Global head of Player Experience based in Nicosia where he focused on player happiness for the group. Understanding what makes player join a great game such as World of Tanks and stay longer with the game is his passion.

Full Bio
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
Philippe Kirby

Philippe Kirby

Director, Customer Engagement Capabilities, MSD International GmbH

Philippe Kirby is currently Director Marketing & Communications at MSD International GmbH and is responsible for the strategy & execution of MSD’s Digital Transformation initiatives related to Analytics & Channel Integration in the EMEAC region.

Full Bio
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
Laura Malinsky

Laura Malinsky

Head of the Global Contact Center, Allianz SE

In her current role as the Head of the Global Contact Center at the Allianz Global Headquarters in Munich, Laura works closely with the Allianz Direct Companies to ensure delivery of the best customer experience possible for Allianz Direct customers globally.

Full Bio
Jo Mayes

Jo Mayes

Director of Customer Operations, Business Stream, A Scottish Water Company

Jo is the Director of Customer Operations in Business Stream the 4th largest water retailer in the new UK water retail market. Jo is responsible for Customer Services, Metering and Billing, Customer Account Services, Customer Relations and Customer Onboarding.

Full Bio
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
Phil Purdy

Phil Purdy

Customer and Client Services Manager, Europe, Travelzoo

Phil has worked in Customer Service for over 20 years in both the public and private sector. With previous roles at Channel 5, Lifelong Learning UK and currently leading the EU Customer Service team at Travelzoo, he is passionate about providing excellent customer service with the focus on making it easy for customers to do business.

Josh Reynold

Josh Reynold

Senior Director of Programs – Worldwide Customer Experience, Electronic Arts (EA)

Josh Reynolds is a customer experience (CX) leader with over 10 years of experience using technology to design and deliver differentiated customer and employee experiences.

Full Bio
Jason Roberts

Jason Roberts

Head of Contact Centre Operations, Dixons Carphone

Jason is responsible for all retained customer service areas across the Currys PC World and CPW brands alongside accountability for the Contract governance and performance of our Capita Outsourced Customer Service activity for all brands across the U.K. & SA.

Full Bio
Louise Robinson

Louise Robinson

Vice President, Global Customer Service, Diversey

Louise Robinson is the Global Vice President for Customer Service and is based out of Northampton, UK.

Full Bio
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
Nathan Turner

Nathan Turner

Senior Operations Manager, Jagex Games Studio

Nathan Turner is a young professional leading a service department which challenges the way the games industry provides Customer Service. His team have a potential customer base of 250 million accounts and offer service through traditional mediums as well as social platforms and media, bringing Customer Service to life through a unique ethos and approach.

Full Bio
Jens Voigt

Jens Voigt

Customer Support Director , PPRO Financial Ltd

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