Global Thought Leader on the Future of Customer Relationships

Steven is a co-founder of the consultancy firm, Nexxworks, and the content creation company, Snackbytes. Author of four bestselling books, Steven’s first title, “The Conversation Manager,” won the award for Most Innovative Marketing Book of 2010. His other book, “When Digital Becomes Human,” won Best Marketing Book of 2015, while his most recent one, “Customers the Day After Tomorrow,” was nominated for Best International Business Book

Head of Customer Insight & Futures, BT Global Services Innovation Team

Dr. Nicola Millard received her Ph.D. in Motivational Technologies in Contact Centers from Lancaster University in 2005 and published her first book in 2009. An award-winning presenter, Dr. Millard has two TED Talks, hundreds of conference panels, chair designations, and keynote sessions under her belt. She regularly pops up on radio and TV around the world and sits on several award panels.

VP-Global Marketplace Customer Advocacy and Operational Performance, Redbubble

Melissa is responsible for global customer support and customer experience insights/analytics, quality/social responsibility and retail sales at Redbubble. Her leadership experience has broad reach across diverse service arenas such as customer service, quality, production management, human resources and social work. Melissa has worked in multiple global environments ranging from e-commerce and online marketplaces to high tech and large global manufacturing operations. 

Vice President, Global Alliances, Unbabel

Edmund drives value for Unbabel through close relationships with key partners and investors, including Salesforce, Microsoft, Zendesk, and Teleperformance, as well as owning Unbabel’s major global accounts. He has over 12 years of experience in the high-growth tech space, specifically with B2B SaaS companies such as Yammer.

President at Customer Contact Strategies

As President of Customer Contact Strategies and former Vice President of Performance Management for Hilton Reservations, Michele has led the strategy and implementation for the company’s Remote Working Program, both in Europe and the United States.

Through workshops, web training sessions, and customized consulting, Michele has worked with more than 1,500 companies in financial, healthcare, travel, retail, entertainment, telecom/tech support, BPO, and not-for-profit sectors. Her unique focus is on helping companies implement and continuously improve their remote working programs for contact centers, support functions, and enterprise employees

EVP IMEA Region, Automation Anywhere

Seasoned business leader with multi decade experience in helping customers drive transformative & tech-enabled change. Built world class competency teams & customer/ partner eco-systems in emerging markets. Proven track record of serving boards of public companies and multinational enterprises. 

Director of Customer Solutions at MediaMarktSaturn

Tom has over than 10 years of experience in industries like Consumer Products, Retail, Financial Services, Utilities, and Telecom, and working on senior management positions in areas such as business innovation, commercial services, and customer experience, As Director of Customer Solutions, he plays a crucial role in helping the MediaMarkt group realize their (digital) transformation goals and developing customer-oriented culture. MediaMarkt is a German multinational retail group with over 1,000 stores distributed strategically across Europe.  

Chief Operating Officer

Murali is a consumer internet and E-commerce expert with a flair for strategy, operations, and product management. An engineer and an alumnus of IIM-Calcutta, Murali has over 20 years of cross-functional experience across fast-moving consumer goods and consumer internet/E-commerce domains.

Murali has spoken in various conferences and seminars about E-commerce and customer experience. Currently, he is the Chief Operating Officer of Xiaomi India, India’s number one smartphone brand. Murali is involved in India’s startup ecosystem as an investor and advisor to early-stage consumer tech companies.

Vice President Global Customer Care

Pam is the Vice President of Global Customer Care for Mastercard. She is responsible for leading a team of trusted experience advocates for consumers, clients, colleagues, and partners in each region globally.

In this role, she leads the Centre of Excellence Group, which manages B2B2C consumer and client services across 186 countries, in over 64 languages. Pam has more than 30 years of experience, with a key focus on managing customer experience, improving performance, delivering growth, and driving transformation programs for each market.

Chief of Staff, Business Operations, Strategy, and Planning

With nearly 20 years of experience in business operations, strategy, and planning, Vairavan currently serves as Chief of Staff at Verizon’s Yahoo Small Business. A wizard in business insights, he is equipped with data crunching strategies to drive a positive impact on growth and customer experience.

In the past, Vairavan collaborated and led several programs that directly impacted customer retention and customer experience on support channels.

Head of Global Competence Centre Thailand

Currently the Head of Global Competency Centre at Allianz Partners, Mark was previously the Regional Head of Contact Centre for Allianz Global Corporate & Specialty.

With 25 years’ experience in telemarketing, contact center management, and insurance and finance consulting, he is an expert in direct marketing, alternative distribution, and branch selling, among various other disciplines.

He co-founded the Caelan Wright and Associates, which provided regional business support for multinational corporations such as ACE, Cigna, AXA, AIA, and Prudential for over 15 years.