Toby Detter, LimeBridge Scandinavia
At Shell, Toby developed an approach to customer management used today around the world in the energy sector.
Toby has, over the last 20 years, developed a wide breath of experience including industrial and consumer operation as well as successfully implementing very large projects within budget and on time delivering the promised benefits.
Examples of projects include: implementing CRM strategies in Europe; developing and implementing both consumer and industrial brand platforms; and establishing Scandinavian marketing and sales organisations.
He has a specialist knowledge of marketing to the over 50s, of organisational behaviour and of customer management.
David Jaffe is the Consulting Director and co-founder of LimeBridge Australia. He is a customer experience delivery expert and is a regular speaker on customer experience management and customer advocacy. David coordinates the content for the Chief Customer Office Forum in Australia.
He has led work in customer service improvements at more than a dozen major Australian institutions. He has talked at a range of conferences on customer service and effective operations here and in Hong Kong, India and the United States.
Prior to joining LimeBridge, he was an associated partner at Accenture and a principal at A.T. Kearney.
He is the co-author of the business best seller, “The Best Service Is No Service“, and co-founded the Chief Customer Officer Forum in Australia. He was educated at Oxford University and has a blue in Modern Pentathalon.
Joseph Kort, co-founder and president since 1996, has positioned Activeo as a key player in the specialised field of customer relationship consulting and contact centre integration.
In 2004, Activeo strengthened its position in the consulting area by combining with Affluence and so becoming a member of the LimeBridge Alliance.
With graduate degrees from Syracuse University in New York: Master in Telecommunications and Management, Joseph Kort began his career with Mobil. He then occupied several sales and management positions internationally and in France with HP, Datapoint and Data General.
Peter Massey, Budd
Peter is a serial entrepreneur who has built and run a series of 4 businesses over 25 years. Originally in technology and then in customer operations and customer experience consulting. He has taken part in a number of large transformation and rapid business start up projects. His early career was in factory management and then 7 years in sales & sales management in telecoms.
He has personally consulted for many of the leading European companies in the technology, telecommunications, financial services, media, distribution and government sectors.
Peter has helped form a number of industry awards, including the European Contact Centre Awards. He still judges a number of online and contact centre awards.
Bill Price, Driva Solutions
Bill Price founded Driva Solutions, LLC in September 2001 after serving as Amazon’s first Global VP of Customer Service for almost three years during which Amazon enjoyed a 70% reduction in contacts per customer while achieving the highest-ever score on the American Customer Satisfaction Index for service companies.
Before this Bill led the contact centre business at MCI after the IVR business of which he was CFO was acquired.
At Driva, Bill has supported more than many clients and projects across three integrated Program Areas: Contact Optimization, Performance Optimization, and Sourcing Optimization, successfully “creating and sustaining highly effective customer contact strategies and operations, locally and globally.” Among his clients have been Apple, Avis, CheckFree (now a Fiserv company), DIRECTV, Expedia, Google, Hyatt, Intuit, Nike, Redbox, Stanford University, TiVo, T-Mobile, and Zipcar. He has spoken at many US and international conferences.
Bill is co-author of the best seller “The Best Service Is No Service” – which was the answer Bill gave when Jeff Bezos asked Bill, at interview, what was his philosophy towards customers.
Stephan Pucker, Adscopum
Stephan started his career selling telecom and call center technology solutions. He held sales management positions at Nixdorf Computer and Northern Telecom.
Stephan brings 18 years of service management experience having assisted major companies in various industries in building and optimizing contact centers as well as developing and implementing entire customer management programs.
His field of focus is helping clients to systematically listen to and act upon the “Voice of the Customer”. This includes building a sustain ownership culture for customer issues and driving customer centric improvements throughout the entire organization.
Stephan frequently chairs and speaks at call center and CRM conferences and has guided over 800 participants in call center management seminars. Stephan chairs the Chief Customer Officer Forum in Germany fostering best practice sharing among companies that show leading-edge customer management.
M D Ramaswami, Celtycs
Known to friends as MD started Celtycs in 2002. MD has over 23 years of experience in technology, outsourcing and customer service. Prior to Celtycs, MD was the first Managing Director of Dell International Services, Dell’s offshore services centre in India and was responsible for creating and growing it to over 2000 people in 18 months.
He was specially thanked by Michael Dell for leading Dell’s best of breed technical support centres across the globe.MD has held leadership positions at Talisma, Verifone, PSI and Infosys.
He has been an invited speaker at many international forums such as IQPC, SSPA and Internet World. MD holds a Bachelor’ s degree in Engineering from IIT Madras, Masters in Computer Science from Michigan State University and an executive MBA from Stanford Business School.
Osamu Taniguchi founded ePartners Japan after being responsible for starting up AOL and Amazon in Japan.
Taniguchi-san is from Kyoto and was educated in Japan, the UK and the US. He combines traditional Japanese values with a good understanding of English, of US methods and global best practices in customer and contact management.