Advisory Council

The Customer Management Advisory Council

The Customer Management Advisory Council is an international group of experts who specialise in Customer Experience, Customer Insight, Customer Service, Analytics, Marketing, Operations & Sales, who advise Customer Management Exchange on a number of strategic decision-making processes when it comes to researching and developing Exchange events.

The Council provides meaningful help on a regular basis in many different areas, including agenda content, speaker suggestions, event structure, networking activities and more. Their abilities, experience, and knowledge have been carefully selected to ensure that as a group they provide Customer Management Exchange events with well rounded and balanced advice. Sometimes questions will be posed to the group as a whole and sometimes individual members will be consulted alone, however, they each share an active and regular dialogue with Exchange Producers.

Your Advisory Council currently consists of:

Moira Dorsey
VP Research Director and Practice Leader
Forrester Research
Steven Cook
Global CMO
FanKix
Mike Ashton
Managing Director
ABCG Training & Consulting
Charles Doyle
Chief Marketing Officer & VP Research
Jones Lang LaSalle
Philippa Snare
Chief Marketing Officer
Microsoft UK
David Boyle
Senior Vice President, Insights
HarperCollins Publishers
Christine Crandell
President and Chief Experience Innovator
New Business Strategies
Vicky Stennes
Former Vice President, Inflight Experience
JetBlue Airways
Abigail Rappoport-Sharan
Customer & Partner Experience Director
Microsoft UK
Max Kelly
Managing Director
Virgin Insight
Caroline Taylor
Vice President of Marketing, Communications & Citizenship
IBM UK & Ireland
Marc Anné
Vice President, Insight & Analytics
Orange Business Services
Moira Clark
Professor of Strategic Marketing & Director, Henley Centre for Customer Management
Henley Business School
Georgios Kolovos
European Marketing Director
GE Capital
Thomas Brown
Head of Insights
Chartered Institute of Marketing
Carl Lyon
Chairman & Managing Director
The Quality of Experience (QoE)
Olivier Mourrieras
Net Promoter Centre of Excellence Director
E.ON
Dawn Cox
Head of Customer Service
Staples, UK & Ireland
Richard Snow
VP Research Director (Customer Service & Contact Centres)
Ventana Research
Paul Berney
CMO
Mobile Marketing Association
Robert Shaw
Professor of Marketing Metrics
Cass Business School
Cesar Lastra
Founder
CesarLastra Ltd.
Professor Morris Pentel
Chairman
Customer Experience Exchange
Simon Morris
Director, Marketing EMEA, Digital Marketing BU
Adobe
Meg Kennedy
former VP Senior Consultant at
VISA Europe
Scott Logie
Strategy Marketing Director
St. Ives Group
(* Also Chair, DMA)
Jane Woolley
former Head of Customer and Stakeholder Insight at
Transport for London
Don Hales
Founder
Customer Service Training Network

We are always recruiting for new members to join the Customer Management Advisory Council, so please do get in touch if you think you could provide a complimentary level of expertise and advice, or would simply like to find out more about what is involved.

If you have a question for the Council, please let us know, and we endeavour to get their feedback to you at the soonest possible opportunity.