Customer Experience Ecosystem: A Frost & Sullivan Executive MindXchange Advisory Board

* from a previous Customer Experience Ecosystem event

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.

Previous Advisory Board

Global Head of Client Experience, Managing Director, Standard Chartered Bank

Millie Gillon

Bio is forthcoming.

Global Director Customer Experience - IoT Support Services, Cisco

Willy Fotso Guifo

Bio is forthcoming.

Executive Vice President, Customer Experience, CDK Global

John Hickey

Bio is forthcoming.

Head of Client Experience and Alpha Platform Marketing, State Street

Katherine Lucas

Bio is forthcoming.

Chief Marketing Officer, Arcserve

Rachel McClary

Rachel McClary, PhD is an accomplished senior leader known for creating order out of chaos. Throughout her executive career, she has held leadership positions at solution-driven technology companies including Hewlett-Packard, CSC, Diebold Nixdorf, and, currently, at Arcserve, where she serves as Chief Marketing Officer.

Over the course of her career, she led marketing strategy shifts that materially increased revenue and lead generation; facilitated budget quality improvements; developed executive and external communications strategies; championed numerous product launches; and built high-performing teams. In addition, Rachel has directed multiple acquisitions and integrations from due diligence to P&L management.

Rachel holds a BA in International Affairs and German from the University of New Hampshire, an MBA from Colorado State University, and a PhD with a specialization in Decision Science and Marketing from Capella University.

An accomplished thought leader in her field, Rachel has written publications on consumer buying criteria for industry journals and participates in numerous panels and speaking engagements.

Vice President, Marketing Strategy, Arizona State University

Adam Pierno

What inspires you? Creativity, innovation, results

Teacher. Mentor. Strategist. Innovator. Author. All are terms you could use to identify Adam Pierno. The highly caffeinated Adam has refined a simple methodology to build precise strategies for numerous client campaigns. As AVP of Marketing Strategy at Arizona State University’s Enterprise Marketing Hub, Adam leads affinity platforms, brand partnerships and media. He has written two books on marketing. His first book, “Under Think It” is used to teach strategy at universities, global agencies and Fortune 100 companies. His new book, “Specific” demonstrates a model that today’s brands can use to grow in an absence of viable mass media.

Vice President, Corporate Marketing & Communications, Illumina

Karen Possemato

Karen Possemato is Vice President, Corporate Marketing and Communications for Illumina Inc. In her role, Karen oversees all areas of internal and external communications for the business, including philanthropy and community engagement. Karen has been with Illumina across the trajectory of it’s growth, building up the marketing function, and holding roles as Chief of Staff to the CEO and President, for both Jay Flatley and later Francis deSouza. With nearly three decades in the life sciences/biotechnology industry, Karen has worked for industry-leading life sciences companies such as Qiagen and Invitrogen in commercial roles spanning customer support, product marketing and corporate marketing. An alumni of the University of California, San Diego – Karen believes that the connection between education, industry and the community is essential to innovation.

Senior Director of Product and Partner Engagement - Worldwide Customer Experience, Electronic Arts

Josh Reynolds

What inspires you? Professionally: Companies creating unique customer experiences

Personally: Family and music

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.

At Electronic Arts (EA), he oversees the strategy for integrating CX technology and process into the larger EA company platform. He also leads the team responsible for all CX technology including Customer Relationship Management (CRM), channels, web, and self-service tools.

Prior to EA, he spent several years as the product owner for AppleCare’s proprietary contact center CRM and Voice of the Customer platform.

In addition to his work at EA, he is on the Board of Directors at Flourish Creative, a non-profit that focuses on a passion of his: creating and cultivating art and music in Round Rock, TX and the surrounding area.

Head of Customer Experience,

Steve Riddell

Bio is forthcoming.

Design Director, Johnson & Johnson

Theresa Scheuble

Theresa Scheuble is a Design Director in Value Chain Quality for Johnson & Johnson. She is an expert on combination product requirements and considerations supporting all segments of J&J. Prior to her role in J&J Enterprise she was Head of the Combination Product Drug Delivery Systems Development for the East Coast team in Janssen a Johnson & Johnson Company. While at Janssen, Theresa was responsible for Combination Product Device development for 26+ programs, including 3 delivery platforms, 5 proprietary devices in development, and 4 novel drug delivery technologies. She has also led Cross-Sector Initiatives with the Pharmaceutical and Medical Device Sectors. Theresa has been with Johnson & Johnson for 23 years, working in all Sectors of J&J with 18 years specifically in the Medical Device Sector. She has launched greater than 20 portfolio enhancing products within J&J. She also has experience in the Automotive and Aerospace industries.

Vice President, Digital Transformation, Frost & Sullivan

Alpa Shah

Employee  Happiness & Customer Satisfaction

My professional and volunteer experience includes business and strategy planning, product and vertical market analysis, growth consulting, event planning and execution, sales and marketing, web design, and most importantly, creating and inspiring teams to be best in class. Consulting projects have ranged from strategy development to white papers to end user analyses.

My current focus is to develop content that guides visionary CXOs and IT leaders through the next era of digital transformation with the help of IT experts and vertical industry analysts as well as extensive IT end user surveys. Since at Frost & Sullivan, most of us wear a couple of hats, I also manage the customer experience management analyst team globally. However, the two blend well, especially as customer experience has risen to the top of corporate goals in 2018.

Prior to joining Frost and Sullivan, I worked for Smith Barney for 5 years in its accounting division handling incentive compensation plans. Thereafter, I worked as an account executive at Edward Jones, a brokerage company for approximately one year. In these positions, I learned much about the operations of a financial company, financial instruments, and sales techniques.

In my personal and professional life, I have served as the VP of Communications on the boards of PAMP (Parent’s club of 2,000 plus members) and the PTA, as well as within Frost & Sullivan’s GLOW (Growth & Leadership of Women) team.

Vice President, Customer Experience Optum

Christopher Sipprell

Bio is forthcoming.

Director, Self/Guided & Assisted Service Products | GCX, eBay

Clémence Tiradon

Bio is forthcoming.

Head of Customer Experience, LBS, Lyft

Chris Vetrano

Bio is forthcoming.

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