Customer Centricity World Series

Scoring of Entries

The purpose of the ARCET Global scoring model and criteria is to ensure that business stories, teams and leaders are scored accurately, effectively and independently. Giving both entrants and judges confidence that the winners are deserving.

Our scoring model is endorsed by the University of Chester Business School giving you confidence that all entries will be evaluated in a vigorous and thorough manner.

 

The University of Chester’s stellar commitment to Entrepreneurship and business excellence, echoes ARCET Global’s commitment to improve businesses around the world.


We are delighted to receive the endorsement of our scoring model by Chester Business School operating under the auspices of the University of Chester, which provides a clear, fair and robust evaluation of all of our entrants stories.

For some time, the University of Chester, has exemplified its long standing commitment to international business and has for example, been instrumental in bringing the real world of business directly into the academic arena of the classroom.

 

Written Entry
50%
Final Presentation
40%
Overall Score
10%

Each criteria scored 1-10 (10 being the highest score)

After all the presentations, judges score the overall entry out of 100 so they can reflect on which story captivated them.

Scores are aggregated and given a percentage.

Finalists who score within 3% of the highest marks of that category will be winners.

Judging Panel

Meet the judges who will be bringing their industry knowledge and category specific skillsets to assess the entrants. Each judge has been invited to take part in the world series after their exemplary performance at the regional awards. To ensure impartiality and all judges sign a confidentiality agreement. Judges are selected based on their business experience and qualifications. Each panel has a cross section of experts to ensure the evaluation is thorough.

Interested in becoming a judge? Apply to judge one of the regional awards first and next year, your profile could be on display below.

Graham Shapiro

Chairman of Judges - CEO, GSD
Graham Shapiro is an award-winning inventor, designer & digital entrepreneur. A Fellow member of The Chartered Society of Designers and Chartered Institute of Marketing. Entrepreneur in Residence and on the advisory board for The Business Research Institute at The University of Chester. Ambassador of Innovation for The University of Cambridge. Graham invented the interloopmailer® and Reggie®.

Charlie Boyle

CEO, Customer Service Excellence Ireland
Charlie Boyle is the founder and CEO of Customer Service Excellence Ireland (CSEI). The CSEI programme is used by multi-national global names based in Dublin as well as SME’s in provincial areas. The offer is expanding into the UK as well. Charlie is a sought after speaker and high impact trainer in the CX sphere.

Tomas Potmesil

Director, KPMG Czech Republic
Tomas Potmesil leads KPMG’s Customer Centre of Excellence based in Prague, Czech Republic. As a CX designer and architect, he has managed various strategic projects aimed at putting the customer first, for both international and local clients.

Ákos Tolnai

CEO, AbilityMatrix
Akos is the founder of AbilityMatrix; a consulting company specialized in designing and monetizing innovative products. He specializes in developing customer experience strategies and innovations based on his self-developed customer experience segmentation. He is an active startup mentor and a Certified Customer Experience Consultant (CCXP). Speaker on innovation and CX. His insights appeared in Harvard Business Review, Forbes, and select Customer Experience and UX blogs.

Matthieu Bonelli

Customer Experience Specialist, CX Mania
Matthieu is a passionate Customer Experience Specialist helping large European companies becoming more customer centric. Thanks to a strong focus in retail e-commerce, his coaching allows organisations to become autonomous in delivering best-in-class customer experiences to drive profit.

Norbert Lojko

Marketing Consultant,
Skilful marketing and sales professional with experience from both corporate and consultancy side since 1993. Focusing on customer experience improvement through consultancy and cloud technology implementation. Because positive improvement in customer experience is a must for any company to survive. #ImproveYourCustomerExperienceOrDie

Danny Peters

CEO / Co-Founder, Milkymap
Danny is founder and CEO of Milkymap, a SaaS platform for Customer Journey Management. Danny has more than 20 years experience in Customer Experience in several roles. One of them leading a Customer Experience Management agency for 9 years. Danny is a certified Customer Experience professional. With implementing Milkymap and a unique methodology to improve Customer Experience within organizations, the customer plays the most important role.

Claire Boscq-Scott

Mystery Shopping and Customer Service Global Guru
Mystery shopping and Customer Service specialist, Claire lives to inspire global businesses to thrive by delivering exceptional customer experiences in measuring and improving employees' performances. No 5 Top 30 Global Customer Service Guru UK Top 10 CX Influencer and CX Thought Leader 2020, with three decades of expertise in Mystery shopping and Customer Service, Claire, AKA The Busy Queen Bee, is an authority the Customer Experience Industry. She brings a more holistic and comprehensive approach to Employee and Customer eXperience. Author of 3 books; No 1 Amazon Best Seller and Hot New Release in customer service; The Secret Diary of a Mystery Shopper

Anastasia Vladychynska

Inspirational CX Speaker|Consultant
A US Certified Customer Experience Advisor, Anastasia has started a Customer Service Revolution in the country where the word ‘serve’ does not exist in the language (Ukraine). From that point she has helped brands like MaxMara, Credit Agricole, McDonald’s and many others improve their customer experience by transforming the thinking processes and beliefs of management and employees. Anastasia is teaching MBA students at Kyiv Mohyla Business School and is a professional speaker and graduate of National Speakers Association in New York City.

Bruno Guimarães

Community Manager - Founder, Amigos do CX
Bruno is the Director of Growth and Relationship management for Brazil at Mobile Marketing Association and the founder of local Brazilian CX community Amigos Do CX. Passionate about people and CX. He believes on the collaborative learning and on the values of communities. His goal with the A.CX is to integrate people, exchange experiences and constantly look for new initiatives to support market development. In his spare time is a triathlete, has completed 5 Ironmans, 8 marathons and 2 ultra marathons, crossing the Andes Mountains running.

Charlotte Barnett

DFS Global Voice of the Customer Sr Manager, Dell Technologies
Charlotte is a passionate customer experience leader at Dell Financial Services (DFS), with a key focus to understand customer expectations and needs during their end to end journey. She finds it important to partner with other DFS leaders to drive CX excellence throughout her organization.

Sam Thrash

Head of Customer Experience, Ethos Life
Sam is passionate about building, scaling, and leading CX teams. He has been lucky to have the opportunity to do this at multiple growth stage companies including Carta, RigUp, and Ethos Life most recently. Sam believes CX should be a growth engine for every business.

Roberta O'Keith

Strategic Business Advisor and Customer Experience Strategist
Roberta has over 20 years’ experience working for mid and large sized corporations designing, implementing and leading customer experience strategies and voice of customer programs. She is a certified LEAN Six Sigma Black Belt and Certified Customer Experience Professional.

Anita Siassios

Managing Director, ManagingCX
Anita has worked in the Finance & Technology Industries for over 33 years and has spearheaded Customer Experience in Australia by empowering CX leaders and organisations through CX consulting and training. Anita is dedicated to the CX community and is the founder of the award winning (CXPA) Customer Experience Professionals Association Melbourne Network. She is a Certified Customer Experience Professional (CCXP), first Australian certified Forrester CX-Pro, Chair of the 2019 Chief Customer Officer conference Sydney and winner of the 2018 Customer Experience Professionals Association Extra Mile award.

Carl Riley

Founder, Riley Group Inc
Carl Riley is the founder of the Riley Group Inc (RGI), an award winning customer experience agency focused on driving human and business impact through design. He is interested in human-centered design, co-creation, projective research techniques, sociocultural anthropology and trends, semiotics, Gestalt theory, placemaking, community building, service design and intersectional spaces. Some great relationships he has enjoyed include Target, Starwood Retail Properties, Convene, Green Growth Brands, Schraft’s Specialty Fertility Pharmacy, O’Hare Airport, the Boot Barn and Zondervan Publishing. He is a midwesterner living in the New York City.

Mike Kendall

Founder, The Customer Lab
Leveraging over 25 years of driving transformation inside loyalty-leading companies like Intuit, Capital One, and Humana, Mike Kendall (@DelightApostle) brings expert Customer Experience, Design, & Innovation methods, mindsets, and knowledge to organizations around the world.

Brendan Tremble

Co-Founder - CX Consultant, Frazer Tremble Executive
Brendan is the co-founder of Frazer Tremble Executive where he heads up the Customer Consulting division. With over two decades of experience to the table, he is backed by a successful track record in the realm of, sales, CX and customer success.

Momchil Blaskov

CX Champion, GemSeek
Momchil helps Fortune 500 companies to deliver outstanding experience across each step of the customer journey. Momchil empowers customers to keep, delight and grow their clients by providing complete data technology and analytics solutions. He sees technology as an enabler which makes the experience more human. His biggest passion is to meet CX heroes and exchange success stories.

Camille Nicita

President & CEO, Gongos, Inc.
Camille understands what it takes to make business decisions while operating in volatile environments and building strong cultural buy-in. She believes operationalizing consumer centricity through both ‘outside-in’ and ‘inside-out’ approaches is a differentiator to achieving organizational growth.

Howard Lax

Principal Consultant, Global CX Consulting, Confirmit
A CX industry leader with hands-on client-side and consulting experience, Howard focuses on applied solutions to CX challenges. Howard is all about results, partnering with clients to understand how the customer and employee experience drive customer behaviors and business results and how to measure and prioritize actions to improve the experience.

Eryc Eyl

Sr. Solution Director, Customer Experience, E Source
Eryc Eyl brings decades of experience in diverse roles and industries, as well as certifications in customer experience, organizational culture, and change management to his mission to improve the human experience of business. He supports utilities as an analyst for E Source, and speaks and consults widely on human experience.

Christina Dolding

Head of Customer Experience, LV=
Christina is the Head of Customer Experience at LV Financial Services. She has worked in the financial services sector in the customer experience world for nearly 25 years. Her unique, unconventional and creative thinking has brought the customer to life in the most unexpected but impactful way. She has won a series of internal and external awards for her work and was awarded the UK Customer Experience Professional of the Year in 2016.

Sam Harding

Founder and CEO, Edgy
Sam works with businesses that are looking to innovate through putting people and experience at the heart of what they do. Benefitting from 20 years leading some of the World’s most successful Retail and Hospitality companies, Sam is bringing innovative excellence programs to businesses with a fresh and edgy approach.

Andy Netzel

VP, Voice of the Client/Employee, KeyBank
Andy Netzel, CCXP is VP, Voice of the Client and Employee at KeyBank, focused on CX measurement, journey mapping, prioritization and continuous improvement for commercial and consumer payments. He previously helped shape client journeys at Hoover vacuums and Things Remembered.

Sanjeev Shelar

Global CX Head of Digital Delivery, Dropbox
Sanjeev Shelar is a visionary, highly experienced Senior Digital Leader and innovator with 20 years' achievement delivering complex multi-million EUR customer experience and e-commerce projects to achieve operational and customer excellence. He is passionate about architecting scalable strategies that improve customer experience, engagement and ultimately drive revenues. He believes customer-centricity is a shift in mindset and a sustainable way of doing business!

David Savage

Strategist/ Facilitator / Owner, TEoC - The Experience of Customers
David Savage is Owner/ Strategist of TEoC (The Experience of Customers) in the Netherlands. He is a Certified Service Excellence Assessor focused on creating positive, memorable and sustainable customer experiences driven by customer centric cultures throughout Europe and North America.

Diane Magers

CEO, Experience Catalysts
Diane is a passionate, experienced Customer Experience executive, change agent and sherpa for new and developing customer obsessed leaders. She has over 25years of building and growing Customer and Employee focus. She is currently interim CEO for the Customer Experience Professionals Association. Most recently at AT&T, she led Customer Experience strategy by transforming customer and associate engagement.

Laura Tengerdi

Marketing Director, Budapest Bank
Laura Tengerdi is Head of Marketing Communications and Customer Experience of Budapest Bank. She is a Certified Customer Experience Professional (CCXP). She has over 20 years of experience in brand marketing, and is a big believer of the thought ’Customer First’, that mindset she mastered during the many years she spent as a senior leader in Unilever. Later in GE Capital and Budapest Bank she expanded her belief with putting employees in the forefront too.

Olga Guseva

Managing Partner, Integria Consult
One of the leading CX strategy experts and advisors based in Russia, СXPA member, loyalty measurement and development coach, certified customer-centric corporate culture measurement and transformation specialist, MBA, Ph. D., keynote speaker and СХ blogger

Charles Bennett

Founder, CXSA Middle East
Charles Bennett is a change specialist passionate about using the customer experience agenda to help make deep and lasting impact on the way organisations operate. He is also the founder of the Customer Experience and Service Association Middle East. It is dedicated to helping companies specifically in the region to take advantage of new ideas, learn the latest next practice change thinking and use it to accelerate results arising from customer centricity initiatives.

Beppe De Vincenti

Managing Partner, nexa Consulting
Beppe is the co-founder and managing partner of nexa consulting. nexa consulting was established 5 years ago to promote an innovative vision of customer experience in Switzerland, with a holistic approach which places the customer at the heart of all concerns and interactions.   As a Customer Experience expert, he is committed to help out Swiss and international companies to differentiate themselves in their respective markets & industries and generate growth by delivering a memorable experience to their customers.

Beatrix Kapitany

Head of Customer Experience & Transformation, Deutsche Telekom Global Carrier
Beatrix Kapitány is Head of Customer Experience, Transformation and Business Steering at Deutsche Telekom Global Carrier. With over 20 years of business experience, she has a proven track record with successful large-scale system integration and customer experience projects as well as strategic transformation initiatives. Today, she is putting her experience in these areas to use as a member of the organization’s leadership team. In addition to working on an extensive automation and digitization program, she is involved in developing plans for Big Data utilization as well as other forecasting and analysis activities.

Olga Pominovska

Head of Customer Feedback, Baltics, Swedbank
Olga works in Swedbank as Head of Customer Feedback, Baltics (Estonia, Latvia, Lithuania). Professional with a wide customer centricity vision and 10+ years practical experience in creating trusted and beneficial relationships between companies and clients in various areas as banking, insurance services and mobile telecommunications. The field of professional interest is customer surveys and research programs to discover customers‘ insights and loyalty drivers.

Jacek Wieczorkowski

Head of Customer Experience Team, Santander Consumer Bank s.a.
Jacek has been associated with the banking sector since 2004. He creates and supports activities aimed at providing clients with positive experiences in all touchpoints with Santander Consumer Bank. He is responsible for the quality of customer service, internal communication and development of employee competences.

Hélio Basso

Co-Founder, CS Club
In the last 18 years, Hélio was always focused on the development of projects related to product (new or pivotal) or as a consultant in Customer Success, Customer Experience and Service Design (online and offline stores) to Brazilian retail companies.

Lucy Donaldson

VP, Digital & Innovation, Canvas Credit Union
Lucy’s global experience, spans the Technology, Gaming, Retail and Financial Services industries. Lucy has held key leadership roles in Digital Transformation and Customer Experience Strategy. The challenge of delivering a deeper, detailed customer-value understanding of what influences customer behaviors, and demonstrating how organizations can do this with positive commercial returns, drives her desire to demonstrate unique opportunities in aligning data and technology with a customer-focused lens.

Phanindra Gollapudi

Head of Customer Experience - Technology, Dropbox
Phanindra is a strategic technology executive with over 20 years of designing, implementing and driving innovation across various customer processes at companies like Hewlett Packard Enterprise, Aruba Networks, Sony and Gillette. In his current role as Head of CX-Technology at Dropbox he is building the next generation user experiences powered by Artificial Intelligence with an obsession to delight the customers.

Megan Burns

Founder, & CEO, Experience Enterprises
Megan Burns a customer experience expert, speaker, and strategic advisor to Fortune 500 firms. She helps them embed world-class experience management (XM) into corporate DNA based on lessons from her pioneering work on XM maturity at Forrester Research and her experience guiding hundreds of leaders through complex culture change.

Bob Azman

Founder & CXO, Innovative CX Solutions
Bob Azman is the founder of Innovative CX Solutions, LLC, a Customer Experience Consulting firm. He serves as Chairman of the Board of the CXPA. He teaches at both the University of Minnesota Carlson School of Management and Rutgers University.

Mark Khayat

Principal, NNT Consulting
Accomplished International Business Development, Sales & Logistics Executive skilled at helping companies accelerate global growth through salesforce transformation, foreign expansion & market penetration. Consultant / Entrepreneur / Early Stage Investor.

Dana Hyatt

Customer Experience Principal, CCXP, Slalom
Dana Hyatt is Customer Experience Principal at Slalom, partnering with organizations to achieve sustainable growth through the customers' lens. Her deep expertise in collaborating cross-functionally to turn insights into business impacts comes from her unique industry experience leading both field and corporate-based Sales, Operations, Training, Data Integration, Account Management, Marketing Insights and Customer Experience teams at companies such as Neiman Marcus, Citi, Acxiom, Gucci, Alltel, Zale Corporation, Gold's Gym International, Accor North America, ADT, Southwest Airlines, and Thomson Reuters.

Dan Baxter

Chief Customer Officer, Equilibria
Dan Baxter is the Chief Customer Officer at Equilibria, unifying all internal and external initiatives, services, and strategies to deliver sustainable value creation for customers and business partners alike. Equilibria pioneered the mapping of personality diversity to enhance organizational performance and insulate against human error. Dan’s expertise in leadership, teaming and organizational turnarounds comes from his decades of experience as a military officer, decorated fighter-pilot and business executive working in various high-risk, high consequence environments around the world.

Alec Dalton

Sr. Manager of Global Quality, Marriott International
Alec specializes in service science. He is Senior Manager of Global Quality for Marriott International, and an Advisor for HorizonCX. Alec previously operated luxury hotels for The Ritz-Carlton and Disney. He co-authored both best-sellers in the Customer Experience book series.

Edward Hobart

Lead Practitioner, Advisor & Consultant, CX Solutions Consulting
Edward, a Certified Customer Experience Professional, has spent the last several years as a CX practitioner, standing-up programs at three global companies in the technology, pharmaceutical and medical device spaces. He’s recently transitioned to a role as a practitioner-consultant and advisor for CX Solutions Consulting.

Marty Kaufman

Founder & Principal, infinipoint
Marty lives at the complex intersection of growing companies and the customer experience; creating touch-points that are memorable to the customer and valuable to the company in driving sustained revenue growth and customer retention. He leads and advises executive leadership teams across start-ups, Fortune 100s, and the public sector.

Lina Yahya

Head of Service Excellence, RAKBank
Lina Yahya joined RAKBANK in 2003 and has held several managerial positions within the Bank before becoming the Head of Service Excellence in November 2015. In the past four years, she was a key player in redefining the customer experience strategy and service quality goals and objectives into a journey of excellence. She partnered with both internal and external stakeholders including the Dubai Economic Department, to help build an ethos of customer focus and engagement across various channels through the implementation of various programmes and initiatives.

Patricia Descamps

CX Expert
As a strong CX and Consumer Insights leader with 10+ years of experience, Patricia has supported different organizations in developing and implementing robust Customer Satisfaction programs and research methodologies to take the relationship between brands and consumers to the next level.

Greg Kihlstrom

President & Chief Experience Officer, Cravety
Greg is President & Chief Experience Officer at Cravety, host of The Agile World podcast, and author of several books including The Agile Consumer, which discusses the evolving brand-consumer relationship and the future of customer experience.

Jan Uriga

Experience Center Lead, PwC
Jan believes in the value of science and magic of creativity/emotions that both serves for the good of humans. Have worked with value-adding leadership and transformation tools creating both top line and bottom line growth. By constantly challenging the way things are done he design and implement customer and employee experience strategies.

Santhakumaran Atmalingam

Founder & International CX Consultant, CX Expert Asia
Santha is a Customer Experience (CX) thought leader, keynote speaker, and an industry leader for CX coaching and consulting in South East Asia. He has vast experience in advising MNC and Government Agencies on CX Transformation.

Dr. Francis Goh

Founder & CEO, HehSed Consulting
Francis Goh is the CEO of HehSed Consulting, which specializes in digital innovation, corporate strategy and leadership development. He is also a recognized global keynote speaker and is frequently invited to speak at various industry platform. Francis is passionate about customer experience, managing and coaching high-performing talent. Francis holds an Honors degree in Mechanical Engineering, an MBA and a PhD in International Management.

Stefan Osthaus

CEO - Experience5
Stefan has been a leader in Fortune 500 companies and an advisor to multinational organizations who seek to become more customer centric for more than 20 years. His passion and expertise have helped to improve the experiences of over half a billion customers and hundreds of thousands of employees around the globe. When he doesn’t work with clients somewhere on the planet, Stefan shares his insights and anecdotes as a global keynote speaker, trainer, and author.

David Reid

Founder/CEO, Be All Ears
David is a senior operational & strategic executive with over 20 years' customer management experience. David learned quickly that when running large global multilingual customer operations, CX & EX are interlinked. David is a certified CX professional who is passionate about improving the lives of others and now supports international businesses to transform, evolve & become, customer centric.

Rosaria Cirillo Louwman

Founder, Wow Now Customer Experience
Rosaria is TEDx Speaker, CX Advisor, CCXP & CXPA Authorized Resource Trainer, and co-founder of CXPA Dutch chapter. After 12+ years in various roles across sales, customer service, business improvement, e-commerce and customer experience for leading companies like Forrester, Stream, Adobe, and Philips, in 2013 she founded Wow Now to inspire and empower companies to choose, design, and deliver WOW life-enriching experiences that contribute to everyone’s HAPPINESS! Rosaria is the author of Yellow Goldfish. Originally Italian she lives in The Netherlands with her husband and two boys.

Balakrishna Murthy

Sr. Manager- CX Capability Building, Majid Al Futtaim
Bala helps Organisations to visualise Customer Experience (CX) as a value driver and enables to develop relevant competencies to meet current needs and the required capabilities to meet future needs of customers. He has led several successful engagements in Customer Insights, CRM and CX for brands in Automotive, Healthcare and Hospitality sectors for over two decades in the Middle East region. Bala is an accredited practitioner of SCHEMA® - Customer centricity framework, and a Certified Customer Experience Professional (CCXP) committed to the highest levels of professional and personal excellence.

Jerry Angrave

Customer & Passenger Experience Director, Empathyce
Jerry is founder and CX Director at Empathyce. He has a background of in-house corporate CX roles and is now a consultant and coach. Jerry is a Certified Customer Experience Professional (CCXP) and an officially authorised trainer for the accreditation.

Jef Teugels

CEO of MarketCulture Europe
In his pursuit to help companies drive frontline growth, Jef Teugels, CCXP, works on actionable insights gained from the force fields where customer behavior, organizational readiness, and exponential technologies meet. The outcome of what Jef co-creates with his clients must lead to differentiation on the market while offering hyper-relevancy to his clients’ customers. Currently, he was head of digital commerce at BDO Digital. He is an advisory board member at CDP Institute, an accredited partner of MarketCulture Strategies, and guest lecturer customer relations and organizational behavior at Thomas More University College.

Irma Stankovskyte

Head of HR and Customer Experience Baltics, Kesko Senukai Lithuania
Irma Stankovskyte is Head of HR and Customer Experience Baltics of DIY retailer Kesko Senukai with 10+ years of experience in customer service and customer experience. She is Registered COPC Coordinator since 2015 and has practical knowledge and experience of customer service in various industries, including telco and retail. She is passionate about creating customer-centric environment and encouraging customer focus in all business decisions.

Gabriela Ciupitu

Customer Experience Manager, BNP Paribas Personal Finance
Gabriela has a proven record of developing the Customer Experience’s Design and Transformation in the company. Her clear focus is to create the connection of customers and employees with their brand, products, and communication, through the heart and mind. One of her favorite statements is: “When your company set profit as a strategic objective, this can happen. When you set as a strategic vision to have Customer in the center of all initiatives, projects, and actions you will gain loyalty, credibility, trust, and quality stable growth.”

Cory Davison

CEO & Co-Founder, 4Xperience Ltd
With more than two decades of corporate and consulting experience, Cory has been a CX change maker for companies like Toyota and SMART Technologies and is an advisor for fast growing companies such as Shopify Plus, TAB Bank and Benevity. She's also the weekly host of Coffee with Cory!

Hank Brigman

Chief Experience Officer, Customer Experience Strategies, Inc.
A CX pioneer and the first to define “touchpoint” on Wikipedia, Hank’s methods for delivering quantifiable results in-house and as a consultant are shared in keynotes and were captured in the best-selling TOUCHPOiNT POWER! Get & Keep More Customers, Touchpoint by Touchpoint.

Frank Amato

Director Customer Engagement and Solutions, DXC Technology
Frank has extensive global leadership experience in Enterprise Technology, Software, Services and IT management infrastructure solutions. For the past 5 years, Frank worked for HP has the Director Business Engagement for Global Practices and Sales supporting IT Advisory / Client Management, for HPE and DXC Technology has the Director Enterprise Services Customer Engagement and Solution and leads DXC’s Sell & Build systems tools globally for business development.

Michael Phelan

Founder & Principal, Go-to-Market Pros
Michael is a Principal & Founder at Go-to-Market Pros. He was formerly a marketing executive at Staples & Reebok. He founded his company eight years ago to help companies make significant inroads into new markets & product categories. Michael specializes in helping companies expand into new markets, launch new products & grow revenue through innovative sales and marketing programs. Michael developed and optimized a new sales & marketing methodology in 2018 called “Magnet Marketing”.

Rodrigo Edwards

Executive Director, Loyalty Metrics
Rodrigo is director at the Customer Institute, Customer Loyalty and NPS® Certified expert from Satmetrix and holds a Master´s degree in Management from Harvard University. Rodrigo has over 15+ years implementing Customer Experience (CX), Employee Experience (EX) and Net Promoter System (NPS) programs throughout Latin America. Rodrigo founded Loyalty Metrics in 2014, a Customer Experience Management consulting and training firm helping businesses achieve customer centric growth.

Saif Sultan Al Abri

Senior Manager L&D, Omantel
Saif Sultan Al Abri is a committed HR Professional with over 19 years’ experience in Banking and Telecom Industry. Saif has become a trusted professional to senior business leaders in Oman for employee engagement and training aspects. He is a certified CIPD HR Professional. Saif added his noticeable finger prints since he took over the lead of Learning and Development in Omantel.

Brian Dennis

SVP - Retail Customer Engagement, SMG - Service Management Group
Brian is the SVP of Retail Engagement for SMG and a best selling author on customer experience. He is a respected thought leader in the CX space and will be an incredible addition to the judging panel.

Jim Tincher

Founder & Mapper-in-Chief, Heart of the Customer
Jim Tincher, CCXP, is a nationally recognized customer experience thought leader, journey mapper, author, keynote speaker, and entrepreneur. Jim led customer experience programs at Best Buy and United HealthGroup before launching his innovative CX consultancy, Heart of the Customer. The firm helps start-ups to Fortune 50 organizations use voice of the customer research to improve loyalty, identify unmet needs, develop new products, and manage customer journeys. His book, How Hard Is It to Be Your Customer?, is considered a must-read for leaders focused on customer experience.

Maja Vezmar Ristic

Customer Experience Manager, OTP banka Srbija
Maja is economist with decades of experience in retail banking. She is passionate in advocating importance of customer experience not only in finance but across all other industries. Currently on the mission of creating memorable human experiences as a customer experience manager in OTP Banka a.d. Srbija

Tabitha Dunn

Chief Customer Officer, Ericcson
Chief Customer Officer at Ericsson - she leads the customer experience practice and strategy, the employee experience transformation for global sales and the global sales center of excellence. She’s on the Board of Directors for the Customer Experience Professionals Association (CXPA) and is a Certified Customer Experience Professional (CCXP).

Prithwi Dasgupta

CEO & Founder, SmartKarrot Inc.
Prithwi is Founder & CEO at SmartKarrot Inc. He has over 20+ years of experience in scaling and building profitable businesses. Prithwi is passionate about customer experience and the technology enablement of influencing digital touchpoints.

Michael Brandt

CX Trainer / Consultant, CX Excellence
Michael is a CX Strategist with many years’ experience implementing CX programs in global multi-cultural organisations. He was responsible for Process Excellence in Customer Care across ABB’s worldwide network from 2012 – 2019. He was President of a Joint-Venture company in Japan from 2000-2007 with B2B experience across the APAC region.

Ruud Verduin

Founder & Managing Consultant, Smart Connections bv
Ruud Verduin is recognized as an expert in customer experience and customer relationship management in The Netherlands. He is head of consulting at Smart Connections, helping clients with effective customer-centric strategies and supporting them in customer experience transformation.

Cary Cusumano

CX Design Strategist, Verizon Enterprise Solutions
Cary is a seasoned Customer Experience (CX) and Design Thinking professional in Verizon Enterprise Solutions. As a CX Design Strategist, he works with Verizon’s largest enterprise clients to articulate, design, and implement their CX strategy and vision. He is a Certified Customer Experience Professional (CCXP) and a 2016 winner of the Customer Experience Professional Association’s (CXPA) CX Impact Award.

Jimmy Ball

Director of Product Design and UX, Securonix
Jimmy Ball is a highly experienced senior-level UX Strategist, information architect, and designer that has proven experience in positive business outcomes through research, branding, problem solving, and analytics. He was named one of Graphic Design USA magazine's "People to Watch in 2012" and has had work showcased in many design annuals and award shows.

Betül Yılmaz

Founder, Elephant Istanbul
Betül Yılmaz is founder of Elephant Istanbul - customer experience and strategy design company. She has more than 15 years of experience in financial sector. She was Head of Marketing and Customer Experience at TEB BNP Paribas and prior to that has taken various positions in multiple countries leading the marketing and sales teams. She is a professional coach and a lean change agent.

Faran Niaz

Customer Experience Specialist
Highly experienced Customer Experience & Digital Transformation specialist. Change Management Expert with over 25 years of experience in Banking / Financial Services including successful establishment and running of Alternate Channels, Call Centers, Customer Service Units, Complaint Resolution Units & Quality setups for Citibank, Mashreq Bank & Abu Dhabi Islamic Bank. Global Customer Experience Judge and speaker on various platforms as an industry expert. Faran has led ADIB win ‘Best Bank in Customer Experience’ in UAE for last 7 consecutive years. An achievement of un-parallel proportions. Faran is also a talented and an Award winning photographer. His photographs have been exhibited in UAE, Thailand and Italy.