Advisory Board

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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

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

Millie Gillon

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 CX - IoT Support Services, Cisco

Willy Fotso Guifo

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, 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.

 

Former Head of Customer Experience, Casper

Steve Riddell

Mr. Riddell is a dynamic and inspirational speaker, trainer, coach, manager and author with a reputation for excellence. He currently serves as the Head of Customer Experience at Casper, a premier disrupter and leader in the sleep category. He is the former Chief Sales Officer for Sprint, managing world-wide telesales and small business operations.

Mr. Riddell was key to growth with Blinds.com achieving double digit growth for 5 years and leading the way for an ultimate merger with The Home Depot, America’s largest home improvement company, in 2015.

As an entrepreneur and motivational speaker he is considered an expert in management, coaching, call centers, sales and customer service, teaching his methods to large groups of people internationally. He is regularly sought after as a keynote speaker and seminar leader at trade shows and conferences around the world. He has been training others in sales and management excellence for the past 25 years having served as a senior executive in a variety of large enterprises. He is the 2013, 2014 and 2015 recipient of the Stevie Awards – Senior Sales Executive of the Year which recognizes top professionals across a wide range of enterprises. In 2010 he was named one of the top 5 Call Center Leaders of the Year from IQPC and received the 2010 Call Center of the Year Award.

He is the author of the book….“SELLING GENIUS…Achieving Extraordinary Sales Results With Ordinary People”, which focuses on issues in management, motivation of a team, and compensations planning.

An MBA graduate from Abilene Christian University, Mr. Riddell has successfully managed startup call center organizations for Blue Cross Blue Shield of Oklahoma and Virginia, Zenith Data Systems, Compaq, American TeleDirect, Blinds.com, and Casper. He has dedicated himself to the art of improving performance, enhancing skill development and inspiring others to greater degrees of excellence.

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.

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About the Event

Customer Experience Ecosystem: A Frost & Sullivan Executive MindXchange provides the tools, insight and relationships to execute your customer experience strategy; improving customer satisfaction rates, reducing customer churn and increasing revenue!

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