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Headliners

Senior Vice President, Chief Customer Experience & Marketing Officer, Individual Solutions Group, Prudential Financial

Melissa Kivett

Session: Is Your Customer Experience Your Brand?

Melissa Kivett is chief marketing and customer experience officer for Prudential’s Individual Solutions Group (ISG). She is a member of the ISG, Individual Life Insurance and Annuities Senior Leadership Teams, responsible for creating relevancy and adoption of the unique financial solutions that meet protection and income needs of Americans. Kivett represents Prudential as a founding member of the Alliance for Lifetime Income, a groundbreaking non-profit, whose mission is to educate and grow the number of protected households in America. Previously, she was the chief strategy and marketing & customer experience officer for Annuities, where the new strategy she led, drove double digit growth and holistically aligned the strategy with business operations and key capabilities in marketing, customer experience, communications and business intelligence.

Prior to joining Prudential, Kivett was responsible for building the strategy, and driving growth and innovation as the senior vice president of business development and strategy at Assurant, with responsibility for business strategy, innovation, consumer research and analytics. Her team developed new businesses, launched new products, funded innovative growth and invested in start-ups globally. Kivett was also a member of Assurant’s Board of Directors in Europe and the Assurant Leadership Committee.

Throughout her 20-plus year career, Kivett has held diverse global roles. These include taking a Fortune 500 company public, launching a global financial services brand, building an investor relations team, and leading during the 2008 financial crisis. She is a published innovator whose work has been recognized by Innovation Leader magazine and the Corporate Executive Board. Her work to build a strategic investor relations function received recognition as a best practice from the Insurance Advisory Board. Institutional Investor magazine recognized her work for being one of the most shareholder friendly teams in the financial services sector.

Kivett received a Bachelor of Arts from the University of Massachusetts and a Master of Business Administration from Columbia Business School. She is a Board Member of the Insured Retirement Institute, the leading financial services trade association for the retirement income industry. She also serves on the Operating Committee for the Alliance for Lifetime Income and is a member of the Financial Woman’s Association, Columbia Women in Business. Previously, she served on the Advisory Council for the Investor Relations Roundtable and New York Stock Exchange Advisory Group.

Managing Director, Customer Experience Practice, Verizon Business Group

Gordon Littley

Session: What is the Right Balance Between Technology and Humanity in Customer Experience

Customer Experience Innovation – working to bridge the gap between customer expectations and quality of engagement delivered.  Enhancing brand, customer, and revenue measures focusing on the effort of a customer to obtain service or perform a task.  Drive brand image with a balanced focus on stakeholder objectives.

Gordon leads Verizon’s industry leading Customer Experience practice. Charged with growth of a $1B practice, the organization specializes in delivering high-value solutions and specialized sales for Verizon Enterprise customers.

Previously, Gordon served as Director of Outsourcing operations. Comprised of 4,000 technical, sales, and service professionals, this $300 million business served MCI’s largest call center outsourcing clients. In addition, Gordon’s charter included establishing clients Customer Relationship Management, database marketing, data-mining, and targeted marketing strategies.

Gordon also served as Director of MCI Mass Markets, responsible for internal call center operations of a region comprised of 5 call centers and 8,000 seats. This business unit was responsible for sales and service of MCI’s consumer and small business long distance service. Gordon established large call center organizations to effectively implement multiple customer service models. He established systems, processes, and procedures to create performance-driven, cost-effective organizational structures.

Throughout his 24-year career with Verizon/MCI, Gordon has held additional positions in marketing, business operations, and IT supporting call center operations and technology. Gordon defined the vision and executed the tactical strategies to steer consumer and business organizations through high-growth, reengineering, integration, and culture change. He enhanced corporate value through accelerated profitability, revenues, and market position.

Before his career at MCI/Verizon, Gordon worked in the call center service bureau industry managing fortune 250 accounts and servicing their call center outsourcing requirements.

Rockstar Insights

Senior Director, Customer and User Experience, GE Digital

Amy Aragones

Session: Innovating and Disrupting the Customer Experience

Amy Aragones leads GE Digital’s Customer and User Experience team. Her global team designs digital experiences for manufacturing, automation and the Industrial Internet of Things to help customers unlock value from unprecedented volumes of data about their assets and processes. Her 23-year career at GE has spanned a wide variety of roles including analytics, research and development, program and product management and experience design, leveraging expertise in economics, communications and user experience research to remove barriers to customer success. Her work has focused on products and programs across all of GE’s primary industrial markets, including power generation, aviation and healthcare.

Vice President, Omni Channel Customer Care, Hudson's Bay Company

Stuart Benzal

Session: Delivering Omni-Channel Customer Service Excellence through Outcome Based Digital Customer Transformation

Bio is forthcoming…

Senior Vice President, Global Customer Experience and Design, Mastercard

Cindy Chastain

Session: Designing The Customer’s Digital Experience

Cindy is SVP, Customer Experience and Design, Global Products & Innovation.  Her team’s mission is to ensure that Mastercard is designing products around the wants and needs of the people they serve, and delivering best in class experiences.  In 2016, she led the relaunch of the Mastercard brand, focused on driving a more modern and sophisticated brand expression globally.  More recently, she has been focused on modernizing and digitizing Mastercard’s credit, debit, and prepaid product experiences. This past year, she launched a CX Accelerator Program, a consultative offering focused on helping our customers make smart decisions around where and how to evolve their digital customer experience to drive business growth.  Before joining Mastercard, Cindy was an Executive Creative Director and strategist in the Business Transformation group at R/GA, where she partnered in long-term change initiatives with clients, including Nike and Volvo.

Senior Director, Customer Focused Innovation, The Janssen Pharmaceutical Companies of Johnson & Johnson

Michelle Fromholzer

Session: Socializing CX Across the Organization

Michelle Fromholzer, Senior Director, Customer Focused Innovation (CFI) for Janssen Supply Chain (JSC), is responsible for the development, evaluation, and execution of the JSC customer experience strategy by creating new solutions to meet changing business models, market expectations and customer needs.  Prior to taking on the CFI strategy role in May 2019, Michelle served as Senior Director, Value Chain Management, where she led a team responsible for driving the end-to-end optimization of Janssen’s Neuroscience and Infectious Disease supply chains. She joined Johnson & Johnson in January 2014 as Operations Director at the Janssen Bedford site.  Later that year, she moved into the role of Director, Value Stream Management with responsibility for several neuroscience products.

Prior to joining Janssen, Michelle served as of Executive Director, Operations for Ben Venue Laboratories, Inc. (BVL), responsible for all aseptic cytotoxic-genotoxic manufacturing activities. She originally joined BVL in 2009, serving as Director, Account Management & Customer Service, where she was responsible for leading the commercial efforts of BVL’s Contract Manufacturing Services business.  Prior to joining BVL, Michelle worked for Ferro Corporation, where she served in a number of roles with increasing responsibility, including Business Director, Pharmaceuticals with profit and loss responsibility for Ferro’s active pharmaceutical ingredient and excipients business.

Michelle has 30 years of diverse global experience in supply chain, manufacturing, customer service, marketing, strategy, communications and business development.  She holds a BS degree from Kent State University and an MBA from John Carroll University.  Michelle is also involved in a number of profesional and community organizations, including serving as the Johnson & Johnson lead for the Healthcare Business Women’s Association (HBA) Gender Parity Collaborative. She previously served as an adjunct profesor at Kent State University.

Michelle resides in Doylestown, PA with her husband, Bill, and their two teenage children, Blaine and Bridget. In her free time, Michelle enjoys spending time with her family, golfing, and crafting.

Senior Manager, Customer Experience, JFK International Air Terminal

Chad Ghastin

Session: The Fix on Change Management

Chad Ghastin is the Sr. Manager of Customer Experience at JFK International Air Terminal where he leads all aspects of customer experience for 21 million passengers annually and employee engagement for 10,000 terminal employees.

Previously, he was independent consultant in New York City focused on customer experience, digital marketing and product development for clients including, Birchbox, Johnson & Johnson, CNBC and NBC News.

He has also served as Vice President, Business Leader of U.S. CRM at MasterCard and Director of Digital Product Development at the New York Times. Prior to this role, he worked in audience development and customer lifecycle strategy for Nickelodeon, Weight Watchers, and Sirius/XM.

Chad earned a Master’s degree in Integrated Marketing from New York University and for two years he served as an adjunct graduate professor of CRM and customer Experience at NYU. He is also a Certified Customer Experience Professional as designated by the Customer Experience Professionals Association.

About JFKIAT

JFK International Air Terminal, LLC. (JFKIAT) is the operator of Terminal 4 at John F. Kennedy International Airport, one of the most active air terminals in the New York area, serving 30 international and domestic airlines with an annual passenger volume of more than 21 million travelers in 2018. Terminal 4 was the first air terminal in North America operated by a private management company. JFKIAT’s managing member is Schiphol USA Inc., a U.S. affiliate of Royal Schiphol Group.

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

Millie Gillon

Session: The Fix on Customer Analytics and AI

A native New Yorker and Singapore transplant with every woman’s dream husband, plus two daughters. From a career spanning 20+ years, Millie has a wealth of knowledge and understanding of innovation and strategy and combines this with the use of data and design thinking to reshape the client experience. Millie is the Global Head of Client Experience at Standard Chartered Bank. Prior to joining Standard Chartered, Millie led co-innovation for Citi and American Airlines at Mastercard and has held senior product and innovation roles at Prudential Financial, JPMorgan Chase and American

Global Director, Strategic Programs, Johnson & Johnson

Rachna Dayal Goel

Session: Socializing CX Across the Organization

Rachna Dayal is currently Leading ‘Transforming Customer Experience’ for Johnson & Johnson Supply Chain.

Rachna has worked across many countries, functions & industries and is a business leader with breadth and depth that enables her to make impactful end to end business decisions. Her experiences include Supply Chain Strategy and Innovation, Market Research, Pharma and Technology Marketing, Change Management, Disruptive Technology management and R&D for big corporations and start-ups across USA, Europe and Asia.

Her hobbies include traveling, music and writing science fiction short stories that may get published someday. Rachna is based out of New Jersey, USA.

Head of Client Experience and Alpha Platform Marketing, State Street

Katherine Lucas

Session: Innovating and Disrupting the Customer Experience

Katherine Lucas is the head of client experience and State Street AlphaSM marketing for State Street Corporation. In this role, she leads the client experience team globally to develop, implement and evaluate specific research programs, dialogues and other forms of engagement to measure and understand progress made in our business relationship, drive actions that better serve clients’ operational and product needs and to prefect the total client journey. She also drives the marketing strategy dedicated to the new Alpha platform resulting from the 2018 acquisition of Charles River Development.

Katherine comes to State Street from Simon Kucher & Partners, a strategic pricing consultancy headquartered in Bonn, Germany where she ran the telecommunications practice in North America, partnering with clients to increase profits by engaging in projects such as strategic pricing and product portfolio design, bundling and sales optimization. Prior to that role, she was head of fiber optic consumer marketing and strategy for CenturyLink (formerly Qwest Communications).

Additional past roles include lecturer at Cornell University in Communications as well as a production assistant at Warner Brothers on the Emmy-nominated TV shows ER, West Wing and Third Watch.

Katherine holds her bachelor’s of science in both applied economics and communications, her master’s of science in behavioral economics and her master’s in business administration, all with honors, from Cornell University. She is a TED speaker and also a varsity letter winner in Men’s Football from Cornell University.

Associate Vice President of Customer Success, Definitive Healthcare

Allastair Meffen

Session: Building a Customer Centric Sales Organization

What inspires you? World-Class, End-to-End Customer Experience Innovation

Allastair Meffen is a results-driven professional with over a decade of managing high-performance teams, developing and managing skilled professionals, and creating strategic cross-functional alliances with organization leaders to effectively align with and support key business initiatives.

As Associate Vice President of Customer Success, Allastair runs Definitive Healthcare’s award-winning customer support team where he oversees five teams comprised of 50 employees. In his role, Allastair works closely with Definitive Healthcare’s customer success, customer relationship management, operations, and support, integration, and training teams – working with the leadership team to drive value within Definitive’s customer base. Since joining Definitive, Allastair has helped the customer success team grow from 18 to 50 employees, increased the company’s net promoter score (NPS) by 15 points, and has maintained an average 92% gross revenue retention percentage.

Previously, Allastair spent 12 years at Imprivata, managing a 10-person team. In this role, he attained a 99% customer renewal rate and a 95% customer retention rate while providing guidance to 75 top tier customers in the form of trainings as well as identifying cross sell and upsell opportunities.

In addition to his work at Definitive Healthcare, Allastair co-founded the Wheaton College Rugby Alumni Union and currently serves as the President of the Rugby Alumni Foundation.

Director, Customer Experience, 1-800-FLOWERS

Jenna McCann Messer

Session: The Fix on Employee Experience

As Director, Customer Experience, 1-800-Flowers.com, Jenna is responsible for developing and executing a differentiated omnichannel experience for the floral brand’s top customers.

Before joining 1-800-Flowers.com in September 2019, Jenna was the Chief of Staff to the CEO at Glamsquad, a beauty startup in New York City. In this role, she managed the development and launch of an integrated partnership with CVS Pharmacy and led strategic planning for the executive team. Prior to this, Jenna was in Global Strategy at PepsiCo and a Private Banker to ultra-high net worth individuals at J.P. Morgan.

Jenna received her Master of Business Administration from Harvard Business School and holds a Bachelor’s Degree in Finance from The College of William and Mary.

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

Josh Reynolds

Session: How to Get CX a Seat at the Product Design Table

What inspires you? Companies creating unique customer experiences

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.

Vice President, Operations and Customer Experience, Hudson's Bay Company

Rob Rutledge

Session: Delivering Omni-Channel Customer Service Excellence through Outcome Based Digital Customer Transformation

Bio is forthcoming…

Design Director, Johnson & Johnson

Theresa Scheuble

Session: Innovating and Disrupting the Customer Experience

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.

Head of Operations - Customer Success and Experience, Newsela. Professor - Customer Experience and Navigating Change, Rutgers University

Michael Truett

Session: Innovating and Disrupting the Customer Experience

Michael is known for creating, improving and executing Collaborative Customer Experience frameworks across diverse industries (Media, Streaming Services, Ed Tech, Health & Wellness, SaaS, PaaS) at different stages of growth – early stage start-ups, seasoned companies looking to transform, high growth and declining businesses.

His experience ranges from Professor, Board Member, Keynote Speaker to leading Global Business Transformation (B2B, B2C, B2B2C), Business Development/Launch Strategy, Customer Experience, Customer Success, Customer Engagement, Customer Retention, Customer Service, Lifecycle Management and AI Transformation at companies like Spotify, The New York Times, Tech start-ups and Telecom providers globally.

Michael’s passion for CX is based upon his adventurous lifestyle where he is always seeing a new experience. He has a love for traveling, experiencing new cultures, surfing, running ultra marathons, participating in triathlons and spending time with his family.

Head of Customer Experience, LBS, Lyft

Chris Vetrano

Session: Innovating and Disrupting the Customer Experience

Session: The Fix on Social Media Monitoring

Before leading Lyft’s multimodal support experiences, Chris stood up the social media support team for their rideshare business and was integral in the company’s global customer support expansion. After a successful career managing national touring artists, digital and media brands, and producing one of the nation’s largest independent music festivals, Chris found his calling in developing end-to-end, world-class customer experiences for large brands.

When Chris is not delivering memorable experiences through his team at Lyft, he enjoys traveling and exploring Nashville’s growing food scene..

Senior Vice President, Restaurants, Nathan's Famous

James Walker

Session: Innovating and Disrupting the Customer Experience

Mr. James Walker, CFE, is a top restaurant industry expert with a specialty in rebranding and repositioning iconic American comfort food brands. Walker is an industry-leading authority in restaurant technology and delivery channels, and he specializes in mergers & acquisitions, domestic and international development, operations, franchising, and new product development.

With more than 30 years of broad based, senior level, management experience in the hospitality and retail industries, Walker has served as President, Chief Development Officer, as well as in Senior Operations and New Product Development positions, for brands such as Baja Fresh®, Cinnabon®, Johnny Rockets® and Subway®. As the North American Vice President for Subway®, Walker oversaw their 28,000 restaurants in the U.S. and Canada.  He has conducted business in more than 65 international markets, including such emerging markets as Saudi Arabia, Tunisia, Pakistan and Mongolia. In 2019, Walker was appointed to the Board of Advisors for Ireland’s Rocket Restaurants Group, which includes Eddie Rocket’s chain of American diners and ROCKET’S fast casual restaurants.

Mr. Walker holds a Master of Business Administration (MBA) from Duke’s Fuqua School of Business, and has received certificates and diplomas from a number of culinary institutions and colleges, including Yale’s School of Management, and Harvard’s Business School. A life-long learner, Walker recently completed MIT’s “Artificial Intelligence: Implications for Business Strategy” program. In 2017, he was a Reader’s Pick for the Nation’s Restaurant News “Power List” of notable restaurant executives. In 2016, he was awarded the President’s “E” Award by President Obama for Excellence in Furthering American Business Internationally. In 2015, the International Franchise Association (IFA) conferred the designation of Certified Franchise Executive (CFE) to Mr. Walker.

“Food is the only art form that you experience with all your senses, and you must experience to live.”  – J.

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