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Gaynor Adams

Gaynor Adams is an accomplished marketing executive with over 15 years international experience leading on marketing innovation and brand management. Having worked in a variety of different strategic marketing roles for established brands such as Cisco Systems, Vodafone and HSBC, her breadth of experience includes the creation and development of new portfolio brands, end-to-end identity creation, sponsorship management and devising successful multi-channel campaigns for both consumer and business-to-business audiences.

Gaynor is a regular speaker and trainer in the UK, and has led numerous brand academies within universities and for large organisations. She also runs several business websites and i-community networks in the area of best practice communications. She has an MA in Strategic Marketing Management from Kingston Business School.

Brian Kryzanski

Brian Kryzanski is the Divisional Director of Customer Loyalty & Retention- East Division, for Charter Communications. Charter is a Fortune 500 company and is the 3rd largest publicly traded cable operator in the U.S., providing nearly 6 million customers with cable television, high-speed Internet, and telephone service. Revenues total $6B.

In this role, Brian established the first of its kind loyalty program for the cable industry called "Live It with Charter" to reward customers in a very competitive marketplace. Starting with just the idea that customer loyalty was going to be critical, Brian developed the program from the ground up as well as a unique Welcome & Retention Call Center. Live It with Charter started as a pilot for the East Division 1 year ago, and early results yielded to a nationwide launch in 2008.

Patrick Adams

With over 20 years of experience in direct response and interactive marketing, Patrick has held executive level positions with such well known brands as Columbia House, BMG Music, CDNOW, The Book of The Month Club, Chase and CitiGroup. Patrick has spent the majority of his career leading and building multi-channel marketing integration strategies as well as launching profitable new subscription and continuity based online businesses.

He is a direct to consumer customer marketing expert specializing in driving profit, creating new revenue streams and implementing a direct response discipline within the online environment. Patrick is a customer advocate who continuously looks for new and improved ways in which to exceed customer needs, and increase profits. He is a traditionally trained direct response professional who has spent the last 10 years applying his experience within the online environment.

Currently, Patrick is CMO for Victoria's Secret Direct, the direct to consumer division of the mega brand Victoria's Secret. Victoria's Secret is the leading specialty retailer of lingerie and beauty products, dominating the industry with modern, fashion-inspired collections, prestige fragrances and cosmetics, celebrated supermodels and world-famous runway shows. Patrick is also the CEO of NEW MEDIA DIRECT, LLC. An interactive direct marketing agency that is fueled by traditional direct response, web analytics, CRM and the latest techniques / technologies available to improve online program performance and profitability. Patrick holds an M.B.A. in Marketing and a B.A. in Communications. He is on the advisory board of The CMO Council and an active member of The CMO Club, DMA, Internet Strategy Forum, and M.E.N.G.

Alan Lias

Head of Loyalty and Business Development, Virgin Atlantic

Thatcher Brown

Director of Sales & Marketing, Jumeirah

David Laws

Global Customer Engagement Leader, Merck & Co Inc

Kim Salzer

VP Global Brand Management, Activision Blizzard

Mike Sherlock

Mr. Sherlock, currently the managing director at Sherlock & Partners, is a highly-experienced strategic marketer and brand innovator with a track record of growing sales, market share, and profitability for leading household product, personal care, apparel and accessory brands at Colgate-Palmolive, Boyle Midway (American Home Products), Sara Lee and Fruit of the Loom. Recently served as Vice President Operations & Logistics for a startup company in the online healthcare sector and have spearheaded the search, selection, and implementation of Decision Support Systems and forecasting systems at three major companies. He's also managed businesses with over $700 million in annual sales and marketing budgets in excess of $55 million.

Craig Lee

As head of Customer Relationship Programmes for the Emirates Group, Craig Lee is responsible for driving customer centricity and transforming customer experience across multiple touch points in the Group.

Mr. Lee has a unique understanding of customer needs and behaviors and what this means to the service delivery process. He has over 23 years of international corporate and consulting experience in marketing and communications strategy, management development and training and business transformation (development and process), at director, executive and management levels. He has worked extensively in and with both the public and private sectors. He has industry-specific skills in the retail, travel, transport and leisure sectors.

Mr. Lee holds a B.A. degree in industrial psychology from the University of Stellenbosch, South Africa.

Phil Rubin

Phil has 20 years of strategic marketing experience with an emphasis on customer loyalty and relationship marketing, integrated communications, partnership development, promotions and program development. He founded rDialogue in February, 2006 after founding the loyalty practice at Loyaltyworks.

His professional experience includes work in consulting, marketing services (advertising, direct and loyalty marketing) and in management for companies including GTE Wireless (now Verizon), Macy's and Midway Airlines. He has been responsible for the development and implementation of loyalty and relationship marketing strategies on behalf of dozens of companies including Nordstrom, Delta Air Lines, Cox Communications, Leadhing Hotels of the World, Caribou Coffee, Kimpton Hotels and Restaurants, Palm Restaurants, Sprint and UPS.

Phil holds an M.B.A. with a concentration in marketing and strategy from the A. B. Freeman School at Tulane University and a B.S. in Finance from Louisiana State University. He serves on Executive Committees of the BeltLine Partnership and the Weber School as well as on the boards of the Anti-Defamation League and the Customer Relationship Management Association's Atlanta chapter.

Paul Smitton

Paul Smitton is the Group General Manager, Loyalty Marketing & Analytics, Group Loyalty Programs for Qantas Airways Ltd.

Christine E. Petersen

Christine E. Petersen is TripAdvisor's Vice President of Marketing. Ms. Petersen leads TripAdvisor's worldwide marketing initiatives and play a substantial role in the company's growth. Petersen has over 15 years of marketing and product development experience. She joins TripAdvisor from Travelocity (formerly Preview Travel, Inc.), where she was Vice President of Member Services, and Customer Marketing since 1999. Petersen was responsible for the development, implementation and management of marketing strategies for the company, including "Travelocity Preferred," a premium membership program, management of customer marketing programs and the development of additional services that enhanced overall Travelocity membership. Prior to joining Travelocity, Petersen held various senior level marketing positions at Charles Schwab & Co, American Express, and Fidelity Corporation. She holds an MBA from the Columbia University and a bachelor's degree from Colby College

Peter Gorla

Mr. Gorla joined Hospitality Marketing Concepts in May of 2004. As the company's senior marketing and product development executive, Peter focuses on bringing value to HMC's hotel partners through the enhancement of our E-Commerce and CRM products. In addition, Peter is also responsible for Strategy & E-Commerce for VOILÀ Hotel Rewards.

Prior to joining HMC, Mr. Gorla was the Chief Marketing Officer for Taunovo Bay, a Fijian resort to be managed by Rosewood Hotels & Resorts. Before Taunovo Bay, Peter co-founded the successful Internet start-up MUSICVIDEOS.com, which was acquired by LAUNCH.com (now Yahoo! Music) where Mr. Gorla served as the Vice President of Product Development. Mr. Gorla received a Bachelor of the Arts from University of California at Santa Barbara.

Barbara E. Khan

Barbara E. Kahn was named dean of the University of Miami School of Business Administration June 1, 2007.

Dean Kahn came to UM from The Wharton School at the University of Pennsylvania, where she was the Dorothy Silberberg Professor of Marketing, and vice dean and director of the Undergraduate Division. She was also a senior fellow of the Leonard Davis Institute and a faculty member of the Graduate Group in the Psychology Department.

A noted scholar on variety seeking, brand loyalty, retail assortment issues and patient decision-making, Kahn's research provides marketing managers with a better understanding of the consumer choice process. Her more than 50 academic articles have been published in top-tier journals. She also co-authored Grocery Revolution: The New Focus on the Consumer, a book that chronicled the dramatically changing supermarket industry and outlined how consumers make choices within the supermarket.

Dean Kahn has been elected president of the Association of Consumer Research, elected president of the Journal of Consumer Research Policy Board and selected as a Marketing Science Institute Trustee. She was also area editor at Marketing Science and associate editor at the Journal of Consumer Research. She is or has been on the editorial boards of the Journal of Marketing Research, Marketing Science, the Journal of Marketing, the Journal of Consumer Research, the Journal of Behavioral Decision Making and Marketing Letters. Dean Kahn received her PhD, MBA and MPhil degrees from Columbia University, and a BA in English Literature from the University of Rochester.

Carly Gotz

Carly Gotz joined Great Hotels Organisation (GHO: http://www.ghorg.com), the London-based hotel sales and marketing alliance, in 2002. With a strong background in international tourism she has been an integral part of bringing the company to the forefront of the hotel sales and electronic distribution marketplace.

Australian-born Miss Gotz studied tourism at one of the country's leading universities, Royal Melbourne Institute of Technology, where she graduated with distinctions. Before moving to London in 2001, she was employed by APT International, one of Asia Pacific's largest tour-operating companies with offices globally. She spent over six years with the company, during which time she was responsible for contracting over one million hotel rooms per year for their touring series as well as opening new touring routes in China, Alaska, Canada and River Cruising in Europe.

Since joining Great Hotels Organisation, Carly has been instrumental in positioning the company as a leader in the Global Distribution Systems (GDS), Alternative Distribution Systems (ADS) and online reservation service industry. Carly launched G-rez by Great Hotels Organisation, (http://www.g-rez.com) – a private label GDS code providing affordable GDS/ADS and internet solutions for 3- to 5-star hotels globally.

Recently, Carly has launched Metro Hotels, a brand for mid range corporate hotels and Great Hotels Rewards (http://www.greathotelsrewards.com) – an innovative guest loyalty and frequency marketing programme created specifically for independent hotels and resorts.

Scott A. Neslin

Scott A. Neslin is the Albert Wesley Frey Professor of Marketing at the Amos Tuck School of Business Administration, Dartmouth College. He has been at the Tuck School since completing his Ph.D. in 1978 at the Sloan School of Management, MIT. He has served as a Visiting Scholar at the School of Management, Yale University (1989-1990) and the Teradata/Duke CRM Center located at the Fuqua School of Management, Duke University (2002).

Professor Neslin's expertise includes sales promotion, market response models, and database marketing. He has investigated issues such as the effect of promotion on consumer stockpiling, brand loyalty, and consumption, as well as the role of advertising in reinforcing brand loyalty. He has researched the application of predictive modeling for cross-selling and identifying customer “churners”, and examined the determinants of customer channel migration. He has published several articles on these and other topics in journals such as Marketing Science, Journal of Marketing Research, Journal of Marketing , and Journal of Interactive Marketing. He is co-author with Professor Robert C. Blattberg of the book, Sales Promotion: Concepts, Methods, and Strategies, published by Prentice-Hall, and author of the monograph Sales Promotion, published by the Marketing Science Institute (MSI). He is an Area Editor for Marketing Science, and on the editorial boards of the Journal of Marketing Research, Journal of Marketing, and Marketing Letters.

Bruce Conradie

Bruce Conradie is the founder of Razor's Edge Business Intelligence, a Johannesburg-based strategy consulting and research company specialising in loyalty marketing.

Razor's Edge (founded 2003) provides a variety of business intelligence products and services that provide decision support in the field of loyalty marketing. The product range includes a variety of research reports covering aspects of formal loyalty programmes, customer clubs, and discount or rebate clubs, and loyalty-specific value-added services.

Outside of his involvement with Razor's Edge, Bruce is the Communications Officer for Right to Care, a non-profit organisation funded primarily by the US government. Right to Care provides antiretroviral therapy to HIV-positive individuals who cannot afford treatment. The organisation has over 50 000 on ARV treatment and a further 70 000 under clinical care.

Bruce has a BA degree from the University of the Witwatersrand and an Intermediate Certificate of Marketing Management from the Institute of Marketing Management.

Paul W. Farris

Paul W. Farris is the Landmark Communications Professor of Business at the University of Virginia's Darden Graduate School of Business Administration. Professor Farris has undergraduate degrees from the University of Missouri, an MBA from the University of Washington, and his doctorate is from Harvard University. He taught at the Harvard Business School before his appointment at the University of Virginia. He has worked in marketing management for UNILEVER, Germany and in account management for the LINTAS advertising agency.

Professor Farris' general research focus is in the area of marketing productivity and budgeting. His work has been published in six books and over sixty articles. Those articles have appeared in professional journals such as The Harvard Business Review, Journal of Marketing, Marketing Science, Management Science, Decision Sciences, Journal of Advertising Research, Journal of Retailing, Journal of the Academy of Marketing Science, and The Sloan Management Review. Professor Farris' has co-authored award-winning articles on retailer power, marketing strategy, and advertising testing. He is a current or past member of the editorial boards for the Journal of Marketing, the Journal of Retailing, the International Journal of Advertising, and is an Academic Trustee of the Marketing Science Institute. Professor Farris' current research is focused on building coherent systems for integrating financial and marketing metrics.A recent book, Marketing Metrics: 50+ Metrics Every Executive Should Master, was selected by Strategy + Business, as “2006 Marketing Book of the Year.”

Professor Farris has consulted and taught executive education programs for many international companies. He has served on the boards of retailers, manufacturers, and software companies. Currently, he is currently on the board of directors of Sto Corp., the GSI Group, and The Ohio Art Company.

Susan Hogan

Susan Hogan joined the Goizueta Business School faculty as an Assistant Professor of Marketing in Fall 2001. Her research primarily focuses on understanding relationships between individuals within business-to-business contexts (e.g., salesperson to customer). Her recent research looks at how level of personal responsibility accepted for bad news affects the customer's perceptions of both the agent and the agent's employer, the principal. Another research project concerns whether customers will forgive a bad customer experience, either caused by the customer's primary contact or the company operations as a whole, if the outcome turns out as they had hoped. She also is conducting research on how a positive customer experience with the primary customer contact (the seller) or the seller's company will compensate, in the customer's mind, for a less than satisfactory outcome. Prior to attending The Wharton School for her PhD, Professor Hogan worked for the IBM Corporation for 10 years. Her various positions were in the areas of sales and marketing, working directly with both IBM's corporate and channel partners.

Bill Hanifin

Bill Hanifin is Founder and Managing Director of Hanifin Loyalty LLC, a firm focused on the preparation and delivery of custom measurable marketing programs that create profitability for its clients.

As Managing Director, Bill Hanifin brings over 25 years experience encompassing customer centric marketing, payment systems, and corporate banking to the firm. Bill has expanded the potential of traditional Loyalty Marketing programs through his understanding of Social Media and has developed a knowledge base in Millennial marketing.

Bill is a Founding Member of the Customer Strategy Network, a professional organization linking the world's best independent relationship and loyalty marketing practitioners. He authors "Loyalty Truth," a blog covering all aspects of Customer Centric marketing, and serves as North American Contributing Editor for The Wise Marketer, a leading publication covering global news and opinion in the loyalty marketing industry. He was recently named to the Advisory Board of The Participatory Marketing Network.

An accomplished speaker and trainer, Bill is a requested presenter at industry trade conferences sponsored by SourceMedia, the Direct Marketing Association, Visa, The Loyalty Expo, and the Institute for International Research. He has led public and privately organized marketing workshops in the U.S., Canada, Latin America, EU, and Asia Pacific regions. Bill is a prolific writer on the subjects of Millennial, Loyalty, and Relationship marketing. In addition to his blog "Loyalty Truth," his articles and quotes have been published in American Banker, Colloquy®, Cards & Payments, Card Technology, Bankstocks.com, DM News, Fox.

Chakravarthi Narasimhan

Dr. Narasimhan was an assistant and associate professor at the University of Chicago from 1981 to 1988. His principal research interest is in the economic analysis of marketing problems. His publication, "A Price Discrimination Theory of Coupons," was selected best paper of 1984 by Marketing Science. His paper "Incorporating Consumer Price Expectations in Diffusion Models" was runner-up to the Best Paper of 1989 in Marketing Science. He was chosen Teacher of the Year by the MBA Graduating Class of 1991. He is a past secretary-treasurer of the TIMS College on Marketing. He is a member of the Business to Business Steering Committee at MSI. He is also on the editorial board of Marketing Science and is an Associate Editor of Management Science.

John R. Patterson

John is founder and President of Progressive Insights a member of the Chip Bell Group. He has over 20 years of executive leadership experience in the hospitality, business services, real estate and financial services industries. John holds a graduate degree in business from the Darden School at the University of Virginia and a B.S. in Business Administration from The Citadel.

John is the co-author of two books with Chip Bell including Take Their Breath Away: How Imaginative Service Creates Devoted Customers and Customer Loyalty Guaranteed: Create, Lead, and Sustain Remarkable Customer Service. His articles have appeared in Customer Relationship Management, Incentive Magazine, SBusiness, M World and Leadership Excellence. He is a sought after speaker on the topics of Connecting with Customers and Creating Devoted Customers.

His consulting practice specializes in helping organizations effectively great customer experiences. He has successfully completed engagements in a variety of industries including the financial services, insurance, quick service restaurant, utility, trade show management, wholesale auto auction, healthcare, technology, hospitality, real estate, education and business services industries.

His clients include, McDonald's Corporation, Allstate Insurance, General Growth Properties, Texas Instruments, Olmsted Medical Center, The Freeman Companies, Northeast Utilities, Banco Popular, EDiS Company, ELANCO (Division of Eli Lilly), Kaiser Permanente, FLEETCOR Technologies, Pegasus Solutions, Banco Continental de Panama, Southern California Edison, Cousins Properties, Navy Federal Financial Group, Hospitality Risk Controls, Manheim, Angelica Textile Services, Cannon Company, The College Board, and Compass Bank.

John and his wife Katie have 5 children and two yellow labs and live in Atlanta.

Mark Farrell

The Futura Loyalty Group markets a suite of loyalty products to mid size retail and service businesses in Canada. The Company promotes coalition rewards programs Futura Rewards™, proprietary cash rewards program, as well as Aeroplan®. The company also licenses its proprietary technology solutions to companies and organizations looking to operate private label rewards programs as well as transaction driven marketing initiatives.

Mark has served as Chief Executive Officer since its inception in June 2000 and brings a business background and leadership skills to the Company gained through owning and operating several successful businesses in the packaged goods and consumer service sectors.

Mark also serves as President of the Foundation Board for the Child Development Institute, a not-for-profit organization committed to strengthening families and promoting healthy child development. Mark lives in Toronto with his wife and two young daughters.

Sridhar Balasubramanian

Sridhar Balasubramanian is a Roy & Alice H. Richards Bicentennial Scholar and an Associate Professor of Marketing.

Michael Greenberg

Michael has worked in several roles since joining the company in 2004, and currently oversees daily operations. Before joining Loyalty Lab in 2004, Michael was VP of Marketing for Galyans, a publicly traded specialty retailer (now part of Dick's Sporting Goods). At Galyans, he ran relationship, direct, credit, and interactive marketing, including management of the company's highly successful Rewards and Preferred Customer programs. Before that, Michael held management positions with several startups in e-commerce services after starting his career at Macy's West.

Neeraj Kapoor

Neeraj Kapoor is the Chief Executive Officer (CEO) of GrowBrands International, India's first Marketing Processes Outsourcing service house and is responsible for managing the various strategic business initiatives including marketing and brand communication change management initiatives.

An MBA (Marketing) from UDMS: PUMBA, Pune University Campus, Neeraj joined GrowBrands after his stint with ‘iMint' as Chief Marketing Officer. In less than 2 years at iMint, he implemented several key initiatives to enhance the growth of the startup and take it to the next level of visibility, ROIs and valuations by over 7x. Prior to iMint, he served at Go Airlines as Vice President - Marketing where he spearheaded the marketing and corporate communications.

In his career spanning over 20 years, Neeraj has worked across various Industry verticals ranging from Consumer Electronics, Home Appliances, Automobiles, FMCG, Passenger Aviation and the last one being the Consumer Loyalty Industry to deliver on challenging targets like significant increase in market shares apart from achieving profitable and sustainable growth.

A curriculum graduate of Landmark Education, Neeraj has successfully charted growth plans for brands like Sansui, Videocon, LG Electronics India, Kinetic (now Mahendra 2 wheelers), Go Airlines and iMint. He has won several awards including ‘Top Professional Award' by India Travel Book - 2008 at ITB – Berlin in the year March'08. His other works have been acknowledged by the industry including an ‘Effie Award' for an Automobile TVC by the Advertising Association of India and a 'Scooter of the Year' Award for a new Age Automatic Scooter by Business Standard. He also was adjudged for 'Top Professional Award' among the top 12 professionals in India for the year 2007 by Safari India.

He has recently been adjudged as one of India's Greatest Brand Builder by CMO Asia at Singapore on 23rd July 2010 and in an article published in 'The Economic Times' on 7th April 2010.

At 40 years, he is one of the youngest CMO in the country who has worked in SIX SIGMA environments to deliver the business objectives. He carries loads of passion and enthusiasm with strategic insights into the cross industry consumers. He likes to spend his free time in pursuing his hobbies that includes traveling, music and reading.

Jim Schroer

Now retired, Jim Schroer set out to accelerate Carlson Marketing's development into the Global Agency of choice for below-the-line Sales & Marketing Services, 1to1 Marketing, and Meetings & Events.

Building on the company's roots in Loyalty Marketing, Schroer's philosophy is summed up in Carlson Marketing's new logo and tag line: “relationships. results.” He worked to help clients build better relationships with their best customers, channel partners and employees by providing them with compelling new ideas coupled with rock solid execution and measurable results.

In an era where many marketers are mistakenly over-dependent on mass advertising, Schroer worked to help Carlson Marketing carve out a position that builds on its strengths and meets client needs by running episodic marketing events “with an edge” that drive results. By designing and delivering innovative programs, wrapped in cool, creative concepts, Carlson Marketing is able to promote sales and build brand magnetism at the same time for clients.

Prior to retooling Carlson Marketing, Schroer was executive vice president for Global Sales, Marketing and Service at DaimlerChrysler. Before joining DaimlerChrysler, Schroer was vice president of Global Marketing for Ford Motor Company, where he was the chief marketing officer for vehicle brand marketing and product planning for Ford, Lincoln Mercury, Jaguar, Aston-Martin and Mazda.

A cum laude graduate of Carleton College in Northfield Minnesota , Schroer also holds a master of business administration degree, with honors, from Harvard University , Cambridge , Massachusetts . In addition to serving with various non-profit organizations and boards, Schroer has been published in the Harvard Business Review and is a recipient of the prestigious Booz Allen Professional Excellence Award.

Shep Hyken

Shep Hyken, CSP, CPAE is a speaker and author who works with companies and organizations who want to build loyal relationships with their customers and employees. His articles have been read in hundreds of publications, and he is the author of The Cult of the Customer, Moments of Magic® and The Loyal Customer. He is also the creator of The Customer Focus™ program, which helps clients develop a customer service culture and loyalty mindset. In 1983 Shep founded Shepard Presentations and since then has worked with hundreds of clients ranging from Fortune 100 size organizations to companies with less than 50 employees. Some of his clients include American Airlines, AAA, Anheuser-Busch, AT&T, AETNA, Abbott Laboratories, American Express - and that's just a few of the A's! Shep Hyken's most requested programs focus on customer service, customer loyalty, internal service, customer relations and a motivational program titled You Are The Magic! He is known for his high-energy presentations, which combine important information with entertainment (humor and magic) to create exciting programs for his audiences.

Lauri Vela

Lauri is responsible for below the line marketing strategy, loyalty, new media and gift cards for The Body Shop International. She brings twenty years of results-oriented experience with four industry leading brands including Nordstrom, Harrods and General Electric. Lauri began her career in Event Marketing and Media Relations and has been actively involved in driving measured growth and brand engagement through better understanding of the customer for the past 10 years. Lauri has a BA in Journalism and Public Relations and an Advanced Marketing Certificate.

Michelle Moran

Michelle Moran is Editor-in-Chief for The Gourmet Retailer Magazine.

Stu Schneider

Stu Schneider is Brand Director for the Huggies Brand at Kimberly Clark.

Mark Donohue

Mark Donohue is Vice President of Digital Sales for Sony.

Karen Zanicker

Karen Zanicker is a partner at Results Through Strategy.

George Corbin

George Corbin is Vice President of eCommerce Strategy and eMarketing for Marriot International.

Kenneth Hittel

Kenneth Hittel is Vice President of the Corporate Internet Department at New York Life Insurance Company in New York City, New York. He has served in a variety of capacities with New York Life over the last 20 years and is currently responsible for Internet strategy within the Company and, operationally, for the development and maintenance of the public site, www.newyorklife.com, and the Employee Intranet Portal. Ken received his M.A. in Philosophy and Economics and his Ph.D. in Philosophy and Political Science from the Graduate Faculty of Political and Social Science of the New School for Social Research, New York City.

Brian Clark

Brian Clark is Senior Vice President and GM, Fly.com, a travel meta search engine that launched in February 2009. Prior to joining Fly.com, Brian spent fourteen years in airlines and aviation. Most recently, as Vice President – Planning for Virgin America, a startup U.S. airline launched in 2007, he was a key member of the senior launch team that guided the airline from concept to launch, acquiring over $175 million in private investment. At Virgin, he ran their commercial planning division, leading the design and implementation of Virgin's route network, revenue management, distribution, sales, and loyalty program. Prior to Virgin America, he spent nine years at US Airways in various planning roles, ending his tenure as Managing Director-Network Planning.

Brian earned a Bachelor's degree from Colgate University in economics and history, and a Masters in Business Administration from the University of Maryland. He is a licensed private pilot, and resides with his wife and three children outside San Francisco, California.

Tom Bartley

Tom Bartley is Chief Marketing Officer for Sears Holdings Corporations

Barry Green

Barry currently holds the position of Head of CRM (Customer Relationship Management) and Loyalty within the Marketing Department at Etihad Airways. He is responsible for the Loyalty Programme Development and Operation, Guest Affairs, Customer Intelligence, and Campaign Management. He has worked in the Airline Industry for about 10 years – previously at Swissair and SWISS International Airlines. During his time at Etihad, Barry has worked on the launch of the Etihad Guest loyalty programme, and also many CRM initiatives to improve the service offered to passengers. Barry worked as an IT consultant in many different industries for around 15 years before being introduced to the complexities and addiction of working in the Airline industry. He has found that his experience and expertise in IT has proved to be extremely useful in the CRM field, as so many of the CRM initiatives depend heavily on Information Management.

Simon Atkinson

Simon joined MORI in 1990 and worked initially in financial and employee research. He then moved to the social research team, where he specialised in customer satisfaction work with local councils, as well as political polling. Simon became head of Ipsos MORI's Social Research Institute in 2005. He is a frequent writer and commentator on social trends and how to make the best use of research findings. Simon is co-editor of the Political Communications books on the 2001 and 2005 general elections. His experience includes a period in academic research, as well as a spell as acting Human Resources Director. Simon leads Ipsos MORI's Loyalty division, which works with clients to help them build better relationships with their customers and employees.

Jeff Meyer

As Senior Vice President of Event Marketing and Sales – North America, Jeff Meyer oversees ticket sales, advertising, sponsorship and strategic alliances for all North American engagements of Feld Entertainment's touring spectaculars, which include 3 tours of Ringling Bros. and Barnum & Bailey™, 2 tours of Disney Live SM and 8 tours of Disney On Ice SM.

His career at Feld Entertainment began in 1987 as a Regional Marketing Director responsible for more than 40 markets spanning from Augusta, Georgia, to the San Francisco Bay area and parts of Canada. In 1994, he took on the role of Director, Sponsorship and Strategic Alliances and managed a number of relationships with fortune 1000 companies. In 2002, Jeff was elevated to Senior Vice President and has been in his current position since. A native of Denver, CO, Meyer received his Bachelor of Science in Commercial Recreation as an Eisenhower Evans Scholar from the University of Colorado at Boulder. He resides in Leesburg, VA with his wife and three children.

Feld Entertainment is the worldwide leader in producing live entertainment around the globe. Feld Entertainment's productions have appeared in 50 countries and on six continents to date and include Disney On Ice, Disney Live!, Doodlebops Live! and Ringling Bros. and Barnum & Bailey™.

Michael Lowenstein

Michael Lowenstein, PhD CMC, is Senior Vice President and Senior Consultant, Harris Interactive Stakeholder Relationship Consulting, a division of Harris Interactive (www.harrisinteractive.com), a top-fifteen full-service worldwide marketing research and consulting company, based in Rochester, New York. He specializes in technology, telecom, retail, financial services, automotive, foodservice, travel, and b2b product and service industries.

With over thirty years' management and consulting experience in customer and staff loyalty research, CRM, loyalty program and product/service development, customer win-back, service and channel quality, customer-driven corporate culture, HRD, and strategic marketing and planning to draw on, Lowenstein is an active international conference keynoter and speaker, workshop facilitator, and trainer, and he is a regular featured contributor to two customer loyalty newsletters. He also provides expert customer and stakeholder loyalty resource commentary to several professional CRM, marketing, customer service and HRD sites on the Internet.

He is the author of two widely-regarded customer loyalty books: Customer Retention: Keeping Your Best Customers (1995), and The Customer Loyalty Pyramid (1997). He is also co-author of Customer WinBack: How to Recapture At-Risk and Lost Customers – and Keep Them Loyal (2001), a Soundview Executive Book Summaries Best Book of 2002. Additionally, he is a principal contributing author to Redefining Consumer Affairs (Society of Consumer Affairs Professionals, 1995), plus The Answer Book for Customer Service Managers (Bureau of Business Practice/International Customer Service Association, 2000), and he has written several sections and the Afterword for Customer.Community: Unleashing the Power of Your Customer Base (2002). He has written over 125 customer-related journal articles and columns, with material appearing in online and offline publications in EMEA, North America, APJ, and South America; and his latest book, on customer data gathering, storage, management and application for creating targeted customer value, One Customer, Divisible, was published in September, 2005, by Texere/SouthWestern, in affiliation with the American Marketing Association. He is developing a new book, with the working title of The Advocating Customer.

Larry Wadford

Every day, Office Depot is Taking Care of Business for millions of customers around the globe. For the local corner store as well as Fortune 500 companies, Office Depot provides products and services to its customers through 1,604 worldwide retail stores, a dedicated sales force, top-rated catalogs and a $4.6 billion e-commerce operation. Office Depot has annual sales of approximately $14.5 billion, and employs about 42,000 associates around the world. The Company provides more office products and services to more customers in more countries than any other company, and currently sells to customers directly or through affiliates in 48 countries.

Larry Wadford is the Senior Director of Loyalty and Direct Marketing for Office Depot. In this role, he oversees the Company's initiatives for driving customer acquisition and retention, along with programs designed to increase customer share of wallet.

Wadford is also responsible for the Company's highly successful customer loyalty program, Worklife Rewards, as well as a myriad of campaigns utilizing more than 100 million pieces of direct and email marketing.

Prior to joining Office Depot in 1999, Wadford spent six years in senior merchandising roles at Circuit City, and at a private equity start-up company.

Wadford received a B.S. degree from the U.S. Naval Academy and an MBA from the University of Chicago. He and his family reside in Lake Worth, Florida

Peter C. Yesawich

Peter C. Yesawich is Chairman and Chief Executive Officer of Ypartnership, a marketing, advertising and public relations agency serving travel, leisure, hospitality and entertainment clients. The agency represents clients in every category of the travel industry through seven offices across the United States, Canada, Mexico and Europe.

Ypartnership is an integrated marketing communications company that is known for its strategic thinking, breakthrough creativity, and innovation in marketing practice. The firm's Research & Brand Strategy Group is also regarded as one of the most respected sources of insights into the emerging travel habits, preferences and intentions of Americans, and coauthors the widely acclaimed National Travel Monitor survey with Yankelovich, Inc.

Yesawich is a frequent commentator on travel trends in such publications as The New York Times, The Los Angeles Times, The Wall Street Journal, USA Today, Time, Newsweek and Business Week. He is also featured on the CNN, CNBC, MSNBC, and BBC World television networks and National Public Radio. He serves as a featured columnist in several industry trade publications and has authored numerous articles on marketing and advertising strategy in professional journals. He is also a coauthor of "Marketing Leadership in Hospitality" published by Prentice Hall.

Listed in Who's Who in America, Yesawich is the recipient of the World Travel Award from the American Association of Travel Editors, The Albert E. Koehl Award from the Hospitality Sales and Marketing Association International (HSMAI) and the Silver Medal from the American Advertising Federation. He was also named one of the 25 Most Extraordinary Marketing Minds by HSMAI. Yesawich is a member of the International Society of Hospitality Consultants and serves on the board of directors of the Travel Industry Association of America.

Peter Yesawich received three degrees from Cornell, including a doctorate in applied psychology, and is a graduate of the Advanced Management Program at Yale.

Vivek Kumar

Vivek heads Shell Petroleum's Retail marketing in Malaysia, Singapore, Hong Kong & Brunei. He & his team manage Fuels Marketing, Brand & Communications, Convenience Retail Shops, Payment solutions/Credit Cards, and Loyalty programs.

In his previous role Vivek was heading Shell Retail's Brand & Customer Value Proposition teams across Asia-Pacific. As a member of the global Brand & CVP leadership team, he was responsible for adding value to the Shell Retail brand in the East by developing effective marketing plans, distilling & deploying consumer insights, crafting clutter-breaking marketing communications, upholding global Brand Standards & Retail Visual Identity in the region, and tracking delivery of customer value proposition. He has led successful rollout of new Shell products & marketing initiatives across many countries in the East.

Prior to joining Shell, Vivek was regional account director with WPP's Maxus Global and was part of the global management team for GroupM's Team Media for Shell. He also headed Jaguar Cars & Land Rover accounts across importer markets in Asia & led the Maxus team to win multiple media/advertising awards. His experience in communications planning spans across brands from P&G, J&J, Nestle, LG Electronics, AT&T Wireless, OCBC Bank, etc, and covers as diverse categories as luxury cars and baby diapers.

Vivek was a jury member at the Singapore Media Awards in 2007 and has appeared in the ‘Asia's Top Brand Builders' special issue of the Media Magazine. He has been a guest faculty on brand management/marketing at MICA and Symbiosis Business Schools in India, and over the past decade he has conducted numerous training sessions on brand & communications at workshops in the UK, India, Singapore, Thailand, Malaysia, and the Philippines.

A post-graduate from MICA in India and an alumnus of University of Delhi, Vivek is trained in marketing as well as Cost & Management Accountancy. Apart from writing for marketing/communications journals/websites, he has presented technical papers at ICWAI's National Cost Convention in India.

Vivek and his wife stay in Kuala Lumpur. In his leisure time he loves reading books, writing, playing badminton/golf, and understanding diverse cultures.

Brett Merrell

As Senior Vice President of Marketing, Brett Merrell defines the marketing strategy and vision for the Giant Eagle supermarket business, with a focus on reinventing the customer shopping experience. Merrell also leads efforts to provide marketing shared service support for other company banners, including GetGo, Giant Eagle Express and Market District.

Merrell's previous title with the company was Vice President of Marketing. Under this role his efforts included launching the Giant Eagle Express banner, rebuilding the Giant Eagle Optical business, and developing and implementing of the company's New Business initiative. Prior to Giant Eagle, Merrell held numerous positions with the Gerber Products Company, where he provided marketing direction for businesses including baby care, baby food and skincare and healthcare.

Merrell graduated from Utah State University with a degree in Finance and furthered his education at Northwestern University in Chicago where he received his Masters in Business Administration. Merrell currently resides in Pittsburgh with his wife, five sons and one daughter.

Sandeep Varma

Sandeep Varma is Vice President of Marketing for Barnes and Noble.

Jill Noblett

Jill is responsible for the strategic development and management of the Wyndham Rewards loyalty program, customer loyalty initiatives, the Hotel Group's customer database, direct-marketing programs, strategic marketing alliances and promotional initiatives across WHG brands. She spearheaded the design, development and 2004 launch of TripRewards, the company's first system-wide, multi-brand customer loyalty program, its 2008 rebranding into Wyndham Rewards and the program's global expansion.

The Wyndham Rewards loyalty program is the largest in the lodging industry based on the number of participating hotels, which include the Wyndham, Ramada, Days Inn, Super 8, Wingate by Wyndham, Baymont Inn & Suites, Hawthorn Suites, Howard Johnson, Travelodge, Knights Inn and Microtel brands. Prior to her current role, Noblett held marketing positions with Bertelsmann Corporation, Columbia House, Prudential Direct Inc. and Rapp Collins Worldwide.

Mark Roberts

Managing Director, Pragmatic Marketing

Pete Clark

Peter Clark is the co-editor of The Wise Marketer and co-author of The Loyalty Guide. Clark is also a loyalty systems specialist with over 15 years experience in designing, specifying and implementing database, customer marketing and customer relationship management solutions. Clark implemented his first leading-edge CRM system in 1997 and has continued to adapt, refine, test and analyse the latest concepts, tools and systems for customer loyalty programmes.

Rahul Kucheria

Rahul Kucheria is General Manager of Relationship Marketing for Jet Airways.

Jeff Patrick

Jeff Patrick is Director of Marketing for Global Transaction Services for Citibank.

Andrea Astrachan

Andrea Astrachan is Vice President of Consumer Affairs for Stop and Shop.

Steve Spokane

Steve Spokane is the VP Marketing & Customer Retention Revenue Management Solutions for McKesson.

Belinda Lang

Belinda Lang is a senior marketing executive and innovation leader with an extensive track record of successfully building out new business ideas, creating loyalty management programs and developing breakthrough brand and communications strategies. Belinda brings a deep understanding of strategic, marketing and P&L levers for profitable growth as well as end-to-end operational requirements for successful market delivery.

During her 24 years at American Express, Belinda held various leadership roles in marketing, business development and information management. In her most recent position, Belinda was responsible for the development and execution of market segmentation, consumer positioning and product line strategies as well as integrated marketing, brand communications and customer experience initiatives for the Consumer Card business. In this role, Belinda developed and launched American Express' first significant online cause marketing and social networking initiative, The Members Project, which enabled Cardmembers to collectively choose an idea to have a broad positive impact, to be funded by American Express.

Prior to this role, Belinda was Vice President of Co-brand Card Portfolios and New Product Development, which included oversight of the Delta, Hilton, Starwood, ShopRite and Bank of Hawaii portfolios. Earlier in her career, Belinda held diverse leadership roles which included creating new cross-selling and distribution channels, which transformed American Express' customer service operation into a critical revenue generator, and overseeing information management reengineering and capabilities development. Belinda also launched American Express' Membership Rewards program, expanding and rebranding the original Membership Miles airline program, and drove crucial growth during the early stages of American Express' Consumer Lending business and expansion of the merchant network into the health care sector.

In recognition of her innovative marketing leadership on Members Project, Belinda was recognized as one of Advertising Age's Top 50 Marketers for 2008. Members Project was also awarded a Gold Effie for Financial Services and a ProAward for Best Cause Marketing promotion in 2008.

Belinda received her M.B.A. from New York University, a M.Sc, with Honors in Occupational Therapy from Columbia University and a B.A. with Honors in Art History from McGill University.

Kim Sharan

Kim Sharan is the Executive Vice President and Chief Marketing Officer of Ameriprise Financial. Ameriprise is a $14 billion Fortune 300 financial planning and services company with more than 12,000 financial advisors and registered representatives. A senior executive with more than 25 years of extensive global leadership and managerial experience in the financial services industry; she is recognized as an inspirational and strategic leader with exceptional managerial, team building and communications skills. At Ameriprise, Kim spearheads the creation and implementation of all facets of the company's brand and marketing strategies, including advertising, client acquisition and loyalty, and web site strategy and development. Kim also leads the retail retirement business.

When Ameriprise became an independent, publicly owned company in September 2005, after being spun off from American Express, Kim was the driving force behind the development and implementation of the company's brand strategy and overall market positioning, name change and all rebranding initiatives. To support the introduction of the new brand, she directed the creation and launch of an innovative $200 million advertising campaign (Dreams Don't Retire) that received multiple creative and media awards and achieved over 50 percent brand awareness in just one year.

Kim has worked in the financial services industry for over 25 years with deep experience and expertise in strategy and business development, sales, operations and all facets of marketing. She has held senior management positions at leading financial global brands including Merrill Lynch and Citibank.

Kim received her BA in Economics from Drew University and her MBA from the University of Chicago Graduate School Of Business. She was named one of the Top 100 Women in Corporate America by Women 3.0 Magazine in 2006 and one of the Top 25 Women To Watch by Minneapolis Business Journal in July 2007.

Kim serves on the Board of Girls Inc., a non-profit organization focused on educating, empowering and inspiring future female leaders. She serves on the Advisory Boards of eWomen Network, a resource network connecting and promoting women in their business, womencertified.com, a trusted web-based service for women looking for excellence in sales and service, as well as the North Shore Holiday House, a Huntington, NY charity for underprivileged children.

She is married and has one daughter.

Peter Horst

Peter Horst is a 20-year marketing veteran with experience spanning products, services and technology at Capital One, Ameritrade, General Mills and US WEST. As Senior Vice President of Brand Marketing at Capital One, Peter supports Capital One's diversified businesses in branch and Internet banking, home loans, small business and personal lending, auto finance and international markets. His team is responsible for driving integrated marketing, new product development, and market research, and led the rebranding of Hibernia Bank and the launch of Capital One into branch banking.

From 2000 to 2003, Peter was Chief Marketing Officer of TruSecure Corporation, a leading provider of information security services and technologies. While at TruSecure, Peter re-branded and re-positioned the company, launched a new generation of patented enterprise solutions, and implemented new sales processes, resulting in over 400% growth.

Prior to TruSecure, Peter was Chief Marketing Officer of Ameritrade, where he built the brand and the marketing department and created some of the industry's most successful marketing campaigns, including the cult-classic “Stewart” advertising.

From 1994 to 1997 Peter held a variety of strategy and line management roles at US WEST (now Qwest), focused on new Internet and cable television opportunities. He developed the strategy for US WEST's Internet Yellow Pages and led its marketing and national sales, eventually becoming the #1 site in its region. He also worked on the positioning and launch of US WEST's MediaOne cable television business, which coined “broadband” as consumer language.

Peter began his marketing career at General Mills, where he spent six years managing such brands as Pop Secret Popcorn and Betty Crocker snacks and meals.

He holds an MBA from the Tuck School at Dartmouth and a BA from Harvard. Peter lives in McLean, VA with his wife, four children and two dogs.

James K. Cornell

James K. Cornell is senior vice president and chief marketing officer for Prudential Retirement. Cornell joins Prudential from Fidelity Investments and will be based at the business' headquarters in Hartford, CT. Prudential Retirement is a business of Prudential Financial Inc. (NYSE: PRU).

Cornell will report directly to Christine Marcks, president of Prudential Retirement and will direct all plan sponsor and participant marketing, strategic planning and communications activities across the business, helping drive growth in revenues and market share as well as exploring new markets. He will also play a key role in Prudential Financial's Thought Leadership activities.

Cornell, a seasoned investment executive with over 20 years of financial services experience, joins Prudential following an 11-year career with Fidelity Investments where he most recently served as senior vice president, institutional marketing. Prior to this role, Cornell spent eight years in Fidelity's Personal Investments area, where he was responsible for Advice & Guidance products and strategy, including Fidelity's suite of financial planning tools. Previously, Cornell led Fidelity's retail retirement products group, managing IRAs, Roth, rollover and small business savings products. Cornell holds a BA in Economics from the University of North Carolina (UNC) at Chapel Hill. He currently serves on the Board of Trustees of Thompson Island Outward Bound and recently completed three years as a member of the Board of Visitors of UNC – Chapel Hill.

Jerry Jarosinski

Jerry Jarosinski is Senior Marketing Manager, Loyalty & Retention, for Research in Motion.

Jennifer Geddy

Jennifer Geddy is a Senior Manager at Sony Electronics.

Brent Korte

Brent Korte is Vice President of Marketing and eBusiness on the Wealth Management team at T. Rowe Price Investment Services, Inc. In this role Brent is charged with the development of business strategies as well as marketing and ebusiness. Brent comes to T. Rowe Price following ten years of financial services experience in the Bank, Broker/Dealer and Mutual Fund arena with firms such as Washington Mutual and its investment subsidiaries as well as Principal Funds, part of the Principal Financial Group. Within these firms Brent has focused on Strategic Planning and Marketing Strategy, developing ongoing, sustainable relationships with consumers, financial advisors and large client firms. Brent's background is in the consulting industry where he spent eight years working with small business owners, consulting on transition planning and execution, strategic planning, market development, and exit strategies. Brent received both his B.A as well as his M.B.A. from the University of Washington in Seattle. Brent also holds his series 7 and 24 licenses.

Paul Dickinson

Paul Dickinson is Director of Sales and Marketing for Virgin Atlantic and has global responsibility for sales, marketing, e-commerce, contact centres and customer relations. Paul joined Virgin Atlantic in November 2001 as Sales and Distribution Director.

Paul previously worked for the RAC as Director of Sales and Marketing, Granada PLC as Director of Sales and Marketing for Air Travel Group, Air Miles as Travel Products Director and Visa International as Marketing Manager Travel and Entertainment.

Christelle Brönn

Christelle Brönn first became interested in the field of loyalty marketing when doing her thesis at the University of Cape Town during her studies towards a Marketing degree in Business Science. She moved from UCT to work at Cell C in Customer Value Optimisation and then moved to Virgin Mobile, where she has been for since before the launch of Virgin Mobile into the South African market in 2006. Since being at Virgin Mobile she has survived the turmoil of crafting and then implementing a CRM strategy into a startup Telco, where loyalty and churn have been part of the design since day 1. Currently her role covers communications and relationship management with Existing Customers and Suppliers, which includes focusing on pulling the Virgin brand experience through all touch points in the direct communications strategies. Lifecycle management is a key component that exciting work around segmentation and profiling in order to craft intelligent and focused marketing strategies to target customers.

Alan Gellman

Alan Gellman is Senior Vice President of Marketing for Wells Fargo.

Chip Bell

Chip Bell is a senior partner with The Chip Bell Group and manages their office near Dallas, Texas. Prior to starting CBG in 1980, he was Director of Management and Organization Development for NCNB (now Bank of America). Dr. Bell holds graduate degrees from Vanderbilt University and the George Washington University. He was a highly decorated infantry unit commander in Viet Nam with the elite 82nd Airborne. Chip is the author or co-author of several best-selling books including Customer Loyalty Guaranteed, Magnetic Service, Service Magic, Customers as Partners and Managing Knock Your Socks Off Service. His newest book (with John Patterson) is Take Their Breath Away: How Imaginative Service Creates Devoted Customers. His work has been featured on CNBC, CNN, Fox Business Network, Bloomberg TV, NPR and in the Wall Street Journal, Fortune, USA Today, Fast Company and Business Week. A renowned keynote speaker, Chip has served as consultant or trainer to such organizations as GE, Microsoft, CVS/pharmacy, Marriott, USAA, Ritz-Carlton Hotels, Harley-Davidson, Cadillac, Lockheed-Martin, and Allstate.

Stephen Denny

Denny Marketing helps clients define their brand positioning, develop robust messaging strategies, drive demand and fully engage their channels. Prior to consulting, Denny spent over twenty years as a senior manager at some of the premier brands in the technology world, including Sony, OnStar, Iomega and Plantronics. Denny has deep experience in both B2B and B2C marketing and has been recognized as a highly creative, “out of the box” strategist. Denny has lived and worked in the US and Japan, holds multiple patents, has lectured at top graduate schools and industry forums, and has an MBA from the Wharton School. He is a frequent contributing editor to The Daily Fix and Marketing Profs, and authors the marketing blog, Note to CMO.

Lou Carbone

Lou has been a leader in the experience management revolution for over two decades. His writings on the subject have appeared in business magazines and academic journals since 1994. His 2004 best seller, "Clued In, How to Keep Customers Coming Back Again & Again" (Prentice Hall), is in its seventh printing, and considered a must read for anyone hoping to understand the discipline. He is in demand as a speaker and lecturer worldwide.

Brett Henry

Brett Henry is Vice-President of Abacus International's Marketing Division where he leads Strategic Agency Marketing, Airline product and content Marketing, Corporate and Marketing Communications, Business Development, eServices and Training. As Vice President, Marketing Brett's role is to ensure synergies between AIPL's own organisation-level marketing functions and the needs of travel agencies and travel suppliers, thus providing end-to- end solutions for all Abacus' partners in the travel supply chain. On the organisation-level side, Brett's teams lead the company's initiatives in brand management, public relations, event management, marketing research, training, eServices and business development. His Division also includes the teams for Strategic Agency Marketing and Airline product and Content Marketing, which includes solutions and marketing for travel agencies, airlines, hotels, car rental and insurance. Brett brings to Abacus more than 15 years of travel industry experience with a focus on marketing, business development, and driving productive relationships. He has held leadership roles at companies across the travel distribution value chain including airlines and global distribution systems. Before coming to Abacus, Brett held the position of Alliance Director, Asia Pacific, at Sabre Inc. Brett is married, has been based in Asia for the last five years and reports directly to Abacus International President & CEO, Mr Robert Bailey.

Jeanne Bliss

As President of Customer Bliss, Jeanne coaches business leaders on how to differentiate themselves in the marketplace by delivering a customer experience that creates desire for their brands. She has served as leader for the customer experience efforts in both Business to Business and Business to Consumer businesses and has served multiple industries. For Lands'End, she served founder Comer and the Executive Committee as leader of the Lands' End Customer Experience. She served Allstate Corporation as its officer for customer satisfaction and retention. At Microsoft Corporation, Jeanne was General Manager, Worldwide Customer and Partner Loyalty. For Coldwell Banker Corporation, she served as Sr. Vice President, Franchise Services. For Mazda Motor Corporation, Jeanne initiated the brands' first loyalty and retention efforts. Bliss is also a worldwide keynote speaker, dynamic workshop presenter, and energetic coach who looks to transform organization's thinking about the customer experience.