Center for Services Leadership - CSL Advisory Board Members and Staff Directors
CSL Advisory Board Members and Staff Directors
General Manager, ECG Embedded Computing Division
Jose Avalos is the Director of Retail & Digital Signage for Intel Corporation in the Embedded & Communications Group. In this role, Jose leads Intel's worldwide Retail & Digital Signage businesses and his organization is responsible for delivering Intel's Intelligent Retail & Digital Signage Platforms, as well as initiatives to fuel the growth of these Industries. Jose has a multi-faceted career with numerous General Management and Director level positions at Intel in Business, Marketing and Engineering. Prior to his current role, Jose was General Manager of Intel's Ultra-wideband Networking Operation. Jose is a veteran of the Semiconductor Industry with the last 22 years at Intel Corporation. He has represented Intel at SEMATECH and at the Arizona Hispanic Chamber of Commerce advisory boards, and currently represents Intel in the Digital Signage Association advisory board. He received his BS EE from the University of Illinois at Champaign-Urbana and his MSE in EE from the Arizona State University. In addition, Jose has completed Executive Leadership Programs at the Darden School of Business at the University of Virginia and at the UCLA Anderson School of Management.
Professor and Executive Director
Center for Services Leadership
Mary Jo Bitner is the Executive Director of the Center for Services Leadership, Edward M. Carson Chair in Service Marketing, and Professor of Marketing at the W. P. Carey School of Business, Arizona State University (ASU). In her more than 25-year career as a professor and researcher, Dr. Bitner has been recognized as one of the founders and pioneers in the field of service marketing and management worldwide. At ASU she was a founding faculty member of the Center for Services Leadership and has been a leader in its emergence as the premier university-based center for the study of services marketing and management. She also serves currently on the Board of the American Marketing Association. Dr. Bitner is co-author of a leading textbook in services: Services Marketing: Integrating Customer Focus Across the Firm, McGraw-Hill, 6th edition, 2012. The book is used at the undergraduate and graduate levels at universities across the U.S. and globally, and has been translated into more than eight different languages. In the middle 1990s, Dr. Bitner led the development of the W. P. Carey MBA marketing and service leadership specialization, a unique full-year focus within the nationally ranked W. P. Carey MBA. The degree specialization has existed for over fifteen years and alumni now work in companies worldwide, leading the implementation of service and customer-focused strategies. In 2003, Dr. Bitner was awarded the Career Contributions to the Service Discipline Award presented by the American Marketing Association. She was also named an IBM Faculty Fellow for her leadership and pioneering work in service science. At ASU, Dr. Bitner has received the W. P. Carey School of Business Graduate Teaching Excellence Award and the award for Outstanding Professor, PhD Programs. She serves as a Distinguished Faculty member at Fudan University, Shanghai, China and has taught for many years in ASUs EMBA program in China. Dr. Bitner’s current research is concerned with service infusion strategies in goods-dominant companies and the strategic roles of technology and contact employees in determining customer satisfaction with services. She has published articles relevant to service marketing and management in the Journal of Marketing, Journal of Service Research, Journal of Business Research, Journal of Retailing, Journal of Service Management, Journal of the Academy of Marketing Science, and the Academy of Management Executive. She holds a BA in Political Science and MBA and PhD degrees in Marketing, all from the University of Washington, Seattle.
President and Chief Executive Officer
Blue Cross Blue Shield of Arizona
As president and chief executive officer of Blue Cross Blue Shield of Arizona, Richard L. Boals provides his strategic vision and expertise to the state's leading health insurer. Boals joined Blue Cross Blue Shield of Arizona in 1971 and has served in a variety of capacities, seeing the company through numerous years of stability and success. Prior to his appointment to chief executive officer in April 2003, Boals served as president and chief operating officer. Boals is a member of the board of directors for Blue Cross Blue Shield of Arizona, as well as for the Blue Cross and Blue Shield Association and TriWest Healthcare Alliance, an organization dedicated to meeting the health care needs of our military. In addition, Boals serves as president and board member of CSA General Insurance Agency Inc., a Blue Cross Blue Shield of Arizona subsidiary. His commitments don't end there: Boals is active in the community, and has been involved with countless professional and local organizations. He chooses to be aligned with Arizona organizations that focus on youth and education; health, wellness and human services; economic and civic development; and arts and culture. Recent awards recognizing Boals' role as a community and business leader include the Maricopa Community Colleges Foundation's Heroes of Education Award, the Victoria Foundation's Advocates for Education Award, the ASU Alumni Leadership Award, the American Jewish Committee's National Human Relations and Centennial Leadership Awards, the Anti Defamation League's Jerry J. Wisotsky Torch of Liberty Award, and the Greater Phoenix Urban League's Whitney M. Young, Jr. Individual Award. Boals received his bachelor's degree in accounting from Arizona State University and an associate's degree from Phoenix College. He has completed executive development courses at Fuqua School of Business at Duke University, Haas School of Business at the University of California, Harvard University and University of Michigan. Boals served four years in the United States Air Force before beginning his career at Blue Cross Blue Shield of Arizona.
Emeritus Edward M. Carson Chair and Professor of Marketing Distinguished Faculty
Center for Services Leadership
Stephen W. Brown is the Edward M. Carson Chair, Professor of Marketing Emeritus and Distinguished Faculty with the Center for Services Leadership (CSL), W. P. Carey School of Business, Arizona State University. He is also a Strategic Partner with The INSIGHT Group. From its founding in 1985 until May 2011, he served as the CSL’s executive director. He is also a former national president of the American Marketing Association. Professor Brown has co-authored and co-edited 23 books and over 100 articles. Much of his research and writing focuses on the science of service and the topics of strategic services marketing, service excellence and recovering from service failures. Currently, he’s devoting major research, executive teaching and consulting to the area of service infusion or growing service revenues in product-dominant companies. Dr. Brown has been identified as one of the ten most frequent contributors to the English-language services marketing literature in the world. He’s been awarded honorary doctoral degrees from the HANKEN School of Economics in Finland and from Karlstad University in Sweden. He is the recipient of the Career Contributions to Services Marketing Award from the American Marketing Association and the Educator of the Year Award from the Association for Service Management International. He serves as a speaker and seminar leader for conferences and business meetings around the world. Dr. Brown has co-founded three companies, and he serves on the boards of directors of several companies and a nonprofit organization.
Market Area VP
State Farm Insurance Companies
Katinka Bryson, Market Area Vice President in the Great Western Zone (including six states: AZ, CO, NM, UT, NV and WY), began her State Farm career in 1992 as a State Farm Agent in Chula Vista, Calif. In 1995 Katinka was appointed Agency Field Consultant in San Diego, and in 1997 she assumed Agency Field Executive responsibilities in the Los Angeles market area. Katinka moved to Corporate Headquarters in 2000 as Director of Customer Access Marketing. From December 2001 to January 2010, she has served as Vice President-Agency in the Great Western Zone. During this time her responsibilities at different times have included Arizona, New Mexico, Wyoming, Recruiting, Learning and Development and the DAFO. Katinka received her bachelor's degree from Smith College, Northampton, Mass. She completed her CLU designation in 1997 and her CASL and ChFC in 2005. Katinka was born in Holland. She has also lived in Brazil, Austria, Pakistan, South Africa, and Australia and speaks four languages. One of her proud accomplishments is that in 2003 she climbed Mt. Kilimanjaro. Katinka is married to Chris and has five children: Michael (24); Tim (21); Andrew (18); and Kate and Ian (4).
Vice President, Global Customer Engagement
As Vice President, Global Customer Engagement, Terry Cain’s focus is on how companies create a culture of customer service excellence, where every employee understands why it’s important, and what their role is in delivering a consistently great customer experience every day. Providing real value that the customer perceives is real leads to a mutually beneficial relationship referred to as customer engagement.
Prior to this role, as Vice President, Operational Excellence, Terry managed a team responsible for Avnet Results, encouraging and rewarding employees to improve the company and contribute to an innovation culture at Avnet. He previously held positions as V.P. Shared Services, Solutions Development, Partner Alliances, and Business Development. In each of these roles, Cain was responsible for change management, building alliances, managing suppliers and developing market solutions for Avnet. A career constant is his passion and interest in customer service.
Terry’s career with Avnet began in 1974 in the warehouse, he subsequently moved to positions of customer service, inside sales, product management, field sales, and district and regional management. A mark of his leadership style is “Fun” and his teams have won numerous awards over the years. Terry is involved with the Center for Services Leadership at Arizona State University and currently serves as Board Chairman of Parenting Arizona, a non-profit child abuse prevention agency. He plays golf and music and resides in Tempe with his wife, Rebecca and has one adult son, Jonathan.
Professor of Neurology, Member Executive Operating Team
Mayo Clinic, Arizona
Dr. Caselli is Professor of Neurology, Mayo Clinic in Arizona, a member of the Mayo Clinic Arizona Executive Board, and he recently stepped down as chair of the department of Neurology, a capacity in which he served from 2000 through 2009. He has served as Chair of the Mayo Clinic Arizona Service Committee since 2008, and is also Clinical Core Director of the Arizona Alzheimer's Disease Center which comprises the six major academic tertiary care medical centers in Maricopa and Pima Counties. He is a graduate of Columbia College, and Columbia College of Physicians and Surgeons. He pursued his Neurology training at the Mayo Clinic in Rochester, Minnesota and received the Woltman Award for outstanding clinical performance during his training. He completed a fellowship in Behavioral Neurology and Cognitive Neuroscience with Dr. Antonio Damasio at the University of Iowa (1987-1988) after which he joined the staff of the Mayo Clinic (Rochester, Minnesota subsequently transferring in 1990 to Scottsdale, Arizona where he has been since). His clinical specialty is Behavioral Neurology, particularly regarding Alzheimer's disease and related cognitive disorders in adults. His research centers on cognitive changes related to aging and Alzheimer's disease. He has received the Teacher of the Year Award (Medical Specialties) in three consecutive years (1995-1998), and the Lifetime Educator Award (2007). In 1999 he received the Mayo Clinic Arizona Distinguished Clinician Award, and in 2002 the Distinguished Investigator Award. His research has generated numerous scientific publications in leading medical and scientific journals including the New England Journal of Medicine, Proceedings of the National Academy of Science, and many others.
Senior Vice President, Schwab Advisor Services
Bernie Clark is head of Schwab Advisor Services, which provides custodial, operational and trading support for approximately 6,000 independent investment advisory firms. Clark first joined Schwab in 1998 as head of trading and operations for the advisor business and in 2002 joined Schwab Investor Services in a client services role. In 2005, Bernie returned to the advisor business as head of sales and relationship management. He took on his current role as head of Advisor Services in February 2010. Prior to joining Schwab, Clark was managing director at Deutsche Morgan Grenfell in London, where he was responsible for global market sales, hedge fund operations and technology. Previously, he held client service and operations positions at Salomon Brothers and Emigrant Savings Bank. Clark earned his Bachelor of Science degree in accounting from St. John's University in New York. Schwab Advisor Services is a division of Charles Schwab & Co., Inc. (member SIPC), which is a subsidiary of The Charles Schwab Corporation (NYSE: SCHW).
Tom Curran joined Edward Jones as a financial advisor in 1992 and opened an office in Brighton, Mich. A year later, he relocated to Geneseo, Ill., where he remained for the next 12 years. Curran was named a limited partner with the firm in 1997. In 2001, Curran participated in the Global Edward Jones Organization class, researching opportunities in additional foreign markets for the firm. In 2006, he was named a principal and invited to relocate to the firm's St. Louis home office, where he served in the Financial Advisor Development department as an area leader with responsibility for financial advisors in the Northeast. In 2009, he accepted the Banking Services global leader position, and a year later, Curran assumed leadership of the Service division, where he is now responsible for the performance of the division, including Account Services, Product Services, the PASS Program, Business Solutions Service, Client Support and Operations and Service Training. Curran is a member of the firm's Management Committee. Throughout his career with Edward Jones, Curran has volunteered as a visiting veteran, a training mentor and a new financial advisor support specialist. As his business grew, he brought in another financial advisor to help him better serve clients. Curran also served as a regional leader from June 2001 to December 2005 with responsibility for the success of 77 other financial advisors in northwest Illinois. Curran earned a bachelor’s degree from Augustana College in Rock Island, Ill., and a master’s degree from the University of Iowa. In addition, he attended the Securities Industry Institute at the Wharton School of Business in Pennsylvania and holds an AAMS® professional designation.
Vice President, Commercial Sales Operations
Bobbi Dangerfield leads Commercial Sales Operations in Dell’s Commercial Business. In her role, Bobbi is responsible for enabling sales productivity, business growth and customer experience while driving operational excellence and flawless execution. Bobbi served as Vice President, Global Relationship Business Operations from November 2010 to January 2012, ensuring that all aspects of the purchase process contributed to improved customer experience and sales force productivity. She served as Managing Director of the Dell Global Business Center from May 2008 to June 2011. In this role, she was responsible for building capabilities in Malaysia as an IT and Services strategic delivery center. Prior to the Global Business Center in Malaysia, Bobbi was General Manager for Dell El Salvador, responsible for leading Dell’s Consumer business for both U.S. and Latin America markets. Her leadership in both countries has created lasting bonds between Dell, and the Salvadoran and Malaysian governments through concerted efforts geared at leaving a Dell legacy in these countries by helping improve health, environment and education for the population. Bobbi joined Dell in August 1999 as an IT Director with responsibilities encompassing network, desktop and server support; help desk, systems operations, asset management and call center technology services for all internal Dell functions. Bobbi also led the U.S. Consumer Customer Care organization, U.S. Consumer Call Center Operations, Customer Experience, Customer Centricity and Global Technology Product Management organizations at Dell. She has more than 20 years of experience in Information Systems, Customer Service and Customer Relationship Management (CRM). Prior to joining Dell, Bobbi held positions at Burlington Northern Santa Fe Railway and IBM. She received her BBA in Marketing/Management from Dallas Baptist University and her MBA from Southern Methodist University. She is a member of the board of directors for Dress for Success Austin. Bobbi lives in Austin, Texas, with her husband, Elmer and her children, Paige and Tyler.
Senior Vice President, General Manager, PreK-12 Literacy & Mathematics
Pearson Education's Curriculum Group
Mike Evans is Senior Vice President, General Manager, PreK-12 Literacy & Mathematics for Pearson Education's Curriculum Group, a provider of school learning solutions. Mike's responsibilities include managing financial and operational performance investment strategy and product development for Pearson's K-12 mathematics business. Prior to his current role, Mike was President of Pearson's student information business (Pearson School Systems) and lead K-12 software development and software product management for the company. Before Pearson, Mike was the Chief Operating Officer of Bigchalk, a K-12 library database provider. Mike also held various senior management positions in both broadcast and cable television including his role as Assistant General Manager of the Food Network cable television channel.
Vice President / General Manager
Jeanne Beliveau-Dunn is Vice President and General Manager, Cisco Services. Her focus is leading the services-wide center of excellence for innovation, globalization, and the commercialization of “out of the box” value packaging of services. Jeanne oversees strategic business planning, long range business opportunities, and the strategy for portfolio investments across Cisco Services. This includes end-to-end integration and governance across Technical Services, Cisco Services, and Cisco leadership. Jeanne Beliveau-Dunn is a recognized expert and award-winning executive on the topics of the social enterprise, collaboration software, and knowledge systems to develop talent. The Learning@Cisco team focus is on innovative techniques to recruit, train, and evolve talent to meet the fast-growing needs of Cisco, its customers, and partners. The broad Learning@Cisco portfolio includes consulting, education, cloud software, and customer recruitment into networking careers, achieved through Cisco career certifications including CCNA, CCNP, CCIE, and IP training offerings. The Learning@ Cisco plan is to double its revenues and customers every five years through a green, mobile, and global strategy. As general manager for Learning@Cisco, Beliveau-Dunn is responsible for its profit and loss (P&L), product and service development and delivery, operations, marketing, managing the technical community, and support. Starting as a $70 million per year business, Learning@Cisco has grown to a $245 million education service that leads the industry in growth, profits, and thought leadership. Beliveau-Dunn is an eighteen year Cisco veteran and has been in the industry for over 25 years. In her first role at Cisco she created the Cisco channels sales team, and strategic alliances program for global markets. Beliveau-Dunn created the Internet Business Solutions Group (IBSG), a consulting team working with Cisco’s largest customers around the globe. Before joining Cisco, Beliveau-Dunn spent five years as vice president and general manager for Micronics/Diamond computers. There she built the company from a struggling startup to a $300M business before it was sold. Prior to this role Jeanne ran Wang’s client server business and connected applications. Jeanne Beliveau-Dunn serves on advisory boards for CareerBuilder, the Technical Services Industry Association (TSIA), and California State University, Chico. She is also active in a number of charitable foundations such as Habitat for Humanity and Help One Child.
Beliveau-Dunn earned a bachelor degree in management from the University of Massachusetts while putting herself through school. She is also an active sports fan, spending her scarce spare time playing vs. watching the action. Beliveau-Dunn enjoys skiing, running, golf, (although not as much as she’d like due to time constraints), tennis, mountain climbing, and other experiences the world has to offer.
Director, Infrastructure Support Services
Training Systems & Government Services
Matthew Kemmerer is the director of Infrastructure Support Services (ISS) for the Training Systems and Government Services division of Boeing Global Services & Support. Kemmerer manages a portfolio of programs that provides facilities management and logistics services to support critical Federal Government missions. In addition to his P/L responsibilities, he is also the Executive focal for the DC Region’s Emerging Leaders Development Program focused on developing Boeing’s next generation of leaders. Prior to his current role, Kemmerer led various Boeing teams spanning multiple skills and functions across all phases of the service program lifecycle including capture, transition and execution. Before joining Boeing, Kemmerer worked primarily in the professional services business leading programs that provided IT, management consulting and financial services to both the private and public sectors. Kemmerer holds a Bachelor of Business Arts in Accounting from The College of William & Mary in Williamsburg, Virginia. He is a certified public accountant (CPA) in Virginia and a certified project management professional (PMP) with the Project Management Institute. In 2012, he graduated from Boeing’s Program Manager Development Program. Matt and his wife Laura live in Chantilly, Virginia with their three boys.
Vice President and Global Practice Leader
Gopalakrishnan V K (Gopal) is Vice President and Global Practice Leader for Genpact, a global leader in business process and technology management, where he is responsible for strategy, growth, and P&L for the After Market Services business. In a career spanning 17 years, Gopal has played key roles within manufacturing and automotive industries, as well as IT and outsourcing and as a consultant, specializing in supply chain/logistics and aftermarket services. He has created and led new businesses and engagements in multiple geographies, including the U.S., Asia Pacific, South Africa and India. In his earlier role as General Manager for a global IT major, he incubated and managed the Travel, Transportation, and Logistics vertical worldwide, creating significant new revenue streams. He has held key leadership positions in the manufacturing and automotive industries, managing business P&Ls. In his industry roles he drove multiple initiatives, including the Deming Prize, new product development and logistics optimization for global majors. Gopal worked with Deloitte as a management consultant, and has implemented process and cost management programs across multiple industry segments. As an entrepreneur he also created a technology IP company that led to global commercialization for patents developed. He is a recognized thought leader and speaker in the supply chain and aftermarket services space, serving as a member on leading forums in India and abroad. Gopal sits on the Board of Advisors at Arizona State University's Center for Services Leadership, is a member of the National Logistics Advisory Council of CII (Confederation of Indian Industry) and Vice President of the Delhi Roundtable for Council of Supply Chain Management Professionals (CSCMP). A Mechanical Engineer, he also holds a masters' degree in Business Administration. Gopal lives in Gurgaon, India.
Vice President, Marketing
Siemens Industry, Inc.
Brad Haeberle is the Vice President of Marketing for Siemens Industry, a $2.2 billion North American division of Siemens AG. At Siemens, Haeberle is responsible for driving marketing strategy, business intelligence, product and service identification d quality and customer experience for the company's five business units - Building Automation, Energy & Environmental Services, Fire/Life Safety, Security Systems and Heating/Ventilation Products. Since 2007, Haeberle has chaired the Siemens Sustainability Committee, an internal, cross functional team charged with defining the company's own sustainability efforts and implementing operational and institutional measures to help reduce the company's overall environmental footprint. He also serves on the board of directors for the Continental Automated Buildings Association. In addition, he plays an active role in the United States Green Building Council, the American Society for Industrial Security, the International Facility Management Association and the National Fire Protection Association. Haeberle is also a member of several industry associations and councils. Haeberle joined Siemens Building Technologies in 1994 and has held several key sales and marketing managerial positions for the Building Automation and Facility Management Services (FMS) business units. Haeberle is credited with growing the FMS business from $15 million to $120 million in a three-year period, developing and executing the companies e-business strategy, and consolidating disperse marketing departments into a consolidated organization that has supported organic growth of over $900 million over the past five years. Prior to joining Siemens, Haeberle worked for Exxon-Mobil Oil Corporation serving in roles of progressive responsibility across sales, field operations, training and marketing functions. At Exxon-Mobil, Haeberle was part of a three-person team that created the concept for Mobil Speed Pass, a payment method that was credited for reducing customer time spent at the pump by 35 percent. Haeberle earned a bachelor of business administration in finance degree from the University of Iowa and a master of business administration from the Lake Forest Graduate School of Management. He and his wife Heather currently reside in Arlington Heights, Ill. with their two children. As a leading provider of energy and environmental solutions, building controls, fire safety and security systems solutions, Siemens Building Technologies, Inc., makes buildings comfortable, safe, secure and less costly to operate. With U.S. headquarters in Buffalo Grove, Ill., Siemens Building Technologies employs 7,400 people and provides a full range of services and solutions from more than 100 locations coast-to-coast. Worldwide, the company has 28,000 employees and operates from more than 500 locations in 51 countries.
Vice President, Service Solutions
Scott Hanna is currently Vice President, Service Solutions for Lutron Electronics – headquartered in Coopersburg, PA. He leads the quality improvement efforts for all areas of the company: Services, Engineering, Field Reliability, Customer Problem Resolution, Manufacturing, and Supply Chain. Scott joined Lutron in 1984, and has held management positions in Engineering, Marketing, Sales, Legal, Quality and Division General Management. He serves on the board of advisors for Arizona State University’s Center for Services Leadership at the W. P. Carey School of Business. Scott holds a Bachelor of Science degree in Mechanical Engineering from Rensselaer Polytechnic Institute.
Vice President of Professional Services and Solution Support
Mr. Andrew Hayden, Vice President of Professional Services and Solution Support at Vocera Communications in San Jose, CA, a leading communications technology company primarily focused in healthcare, has been in the technology sector for over 20 years. Mr. Hayden has held various leadership and executive level positions both domestically and internationally at start-ups including Commerce One and Velosel , as well as at large software companies including SAP, CA Technologies and BMC Software where he consistently built, grew and led professional services and support businesses in those organizations. Prior to his career in technology, Mr. Hayden held a variety of ever increasing leadership positions in both Retail and Manufacturing, serving for more than ten years in each industry sector. Mr. Hayden earned a BS in Business Management from Ramapo College in northern New Jersey.
Business Segment Director-Services
Michelin Americas Small Tires
As the Director of Services for Michelin Americas Small Tires, Sheryl is responsible for service innovation as well as development and implementation of service offers. Sheryl joined Michelin in 1995 and prior to that worked in both the CPG and Financial Services industries, for a combined total of 30 years as a marketing professional. Her experience and expertise includes brand management, customer relationship management, direct marketing, marketing research, marketing communications, and website development. Sheryl attended Georgia State University and Emory University.
Executive Dean and Rusty Lyon Chair of Strategy
W.P. Carey School of Business
Dr. Amy Hillman is the Rusty Lyon Chair of Strategy and Executive Dean of the W. P. Carey School of Business at Arizona State University. She received her PhD from Texas A&M University in Strategic Management and Business and Public Policy. Her areas of interest include corporate political strategies, boards of directors, and firm performance and resource dependence linkages. She is Editor of Academy of Management Review and a former Associate Editor of Academy of Management Journal. Her research has been published in leading journals such as Academy of Management Review, Academy of Management Journal, Strategic Management Journal, Organization Science, and Journal of International Business Studies. She also serves or has served on the Editorial Review Boards of the Academy of Management Journal, Strategic Management Journal, Journal of Management and Journal of International Business Studies. Amy joined ASU in June, 2001. An award-winning undergraduate and MBA teacher, she previously taught at the Ivey Business School at The University of Western Ontario, the Broad Business School at Michigan State University and the Mays College of Business at Texas A&M University. In addition, she has spent several summers as a guest professor at the Institute for International Management at Johannes Kepler University in Linz, Austria. Prior to joining academia, Amy was general manager of a retailing and manufacturing organization in the Southwest United States.
Director of Business Partnerships
Center for Services Leadership
Alicia Holder, Director of Business Partnerships, has responsibility for developing the Center's business partnerships, developing and implementing executive education programs and oversight of the Center's marketing strategy with the Center's member firms, and implementing the Compete Through Service Symposium and annual Services Leadership Institute as well as developing Company Specific Programs for the Center's clients. Alicia has been working in higher education since 1992 where she was Assistant Director of University Events in Institutional Advancement at Old Dominion University in Norfolk, Virginia. Her responsibilities there included bringing notable speakers to the Norfolk area for the university's President's Lecture Series and other events to promote the school to the community, alumni, donors and prospective students. She has been with the W. P. Carey School of Business since 1997 and has served in the MBA Career Management Office and the Marketing Department in a student advisory/recruiter development role. She has been in her current role with the Center for Services Leadership since 2000. Alicia graduated from the Evening MBA program in the W. P. Carey School in 2000 and also holds an M.A. in Teaching. Alicia was the W. P. Carey School of Business 2005 winner of the Dean's Staff Recognition Award and was a recipient of the Arizona Governor's Team Award for Excellence. A marketing campaign run under Alicia's direction has won the Phoenix area American Marketing Association award for"Best Business to Business Marketing Campaign".
Senior Vice President Customer Support, Hospital Sales & Service Medical Segment
Martha Huston is Senior Vice President for Customer Support for the medical segment of Cardinal Health. Cardinal Health is a Fortune 19 company that improves the cost-effectiveness of healthcare. As the business behind health care Cardinal Health helps hospitals, pharmacies and ambulatory care sites focus on patient care while reducing costs, improving efficiency and quality, and increasing profitability.
In her current role, Martha develops and implements strategy for enhancing the customer experience in the medical supply chain, including management of the team that is on-site at customer locations. She is also the executive sponsor for the Pricing Control tower initiative which is focused on improving the end to end process in pricing and contracting process. She represents Cardinal Health on the Health Industry Distributors Association (HIDA) work group on transforming the contracting process across the industry.
Named to this position in February 2013, Ms. Huston previously served as the Sr. Vice President, General Manager for the Medical Channel business in the West region. Prior to that she held executive positions in warehouse distribution and operations in our medical, pharmacy and supply chain services departments with Cardinal Health since 2005.
Before joining Cardinal Health, Martha served in executive roles for Owens & Minor with responsibility for sales and operations at both regional and national levels. She has held management positions in the healthcare, banking and insurance industries with experience in treasury management, internal audit, public accounting and insurance claims processing.
Ms. Huston received an Executive MBA from the University of Iowa and a Bachelor of Arts in both Business and Accounting from Simpson College in Indianola, Iowa. She also completed executive education programs in leadership and health care at the University of Virginia Darden Graduate School Of Business and the University Of Michigan School of Business. In addition she has earned the Certified Internal Auditor designation as well as that of Certified Public Accountant and is a graduate of Leadership America, the preeminent national women’s development program.
Southern California Edison
Seth Kiner is vice president, Customer Programs & Services at Southern California Edison (SCE), a position in which he applies his marketing and consumer behavior expertise to bring together emerging technologies like electric vehicles, solar energy, smart meters and home area networks and behavioral actions like conservation and energy efficiency to help SCE customers adopt a smarter energy lifestyle. Kiner leads SCE's energy efficiency, demand response and clean self-generation program portfolios and customer strategy, marketing, market research, e-commerce and strategic alliances functions. Prior to joining SCE in September of 1999, Kiner served as executive director of Marketing for KPMG, LLP, managing the firm’s marketing and product development functions in support of both the consulting and tax practices at the firm. Before joining KPMG, he was vice president of Marketing for United Way of Greater Los Angeles. His career has included positions at Transamerica Corporation and several leading global advertising agencies. Kiner is a council member for the EPRI Power Delivery and Utilization Sector. Kiner serves on the board of advisors of the Center for Services Leadership, as well as on the board of directors of TreePeople. Kiner earned a bachelor’s degree in Business Administration from Arizona State University.
Vice President, Business & IT Services Marketing
Rich Lechner is vice president, IBM business and IT services marketing. IBM delivers a broad spectrum of business and IT services in a model that is premised on business value and enabled by cloud. He is responsible for leveraging the breadth and depth of IBM’s unique combination of insight, innovation, and expertise to help clients achieve business transformation, improved economics and increased operational efficiencies. He teams across IBM services, software, and research organizations in defining IBM’s sourcing strategy. In this role, his organization works closely with clients to help them acquire the capabilities they need to drive innovation and growth using the transformative power of cloud as well as managed services, project based integrated technology services, and strategic outsourcing. Mr. Lechner has broad experience across the software, systems and services business including key leadership roles in virtualization, Internet technology, Green innovation, smart buildings, enterprise systems, and storage. He spent ten years as a programmer for IBM, beginning as a micro-code programmer in the Financial Services Industry. He holds a Bachelors Degree in Computer Science from University of California, Los Angeles.
Vice President, Member Experience
Jim Lehrer joined AAA Arizona in 2002 as Director of Technical Marketing. He has subsequently had diverse responsibilities, first as Vice President of Marketing and Business Development (overseeing membership products, marketing, financial products, AAA.com, member discounts and the project management office), and currently as Vice President, Member Experience (additional responsibilities include overseeing travel operations, managing AAA Arizona branch offices, call center performance management, member experience and member relations). Jim’s teams also support websites, eMarketing and customer analytics for partner clubs within ACP Holdings.Jim’s career began at AAA NCNU in Financial Analysis. While at NCNU, he moved up the ranks to become Manager of Insurance Company Financial and Operational Planning, and later, Director of eBusiness Strategy and Delivery. He holds a BA in Japanese Studies from the Monterey Institute of International Studies and an MBA from Thunderbird American Graduate School of International Management in Glendale, Arizona.
Global HR Officer - Brand, Marketing, eCommerce & Information Resources
Adam Malamut serves as the Human Resources leader for two divisions at Marriott International – Sales & Revenue Management and Brand, Marketing & eCommerce. As Global HR Officer – Sales, Marketing, & Brand Management, Adam is the senior Human Resources strategist responsible for establishing the global human resources strategy for both divisions, including organizational design and talent management (training, acquisition, leadership and career development, compensation, performance management, and workforce analytics). This position also holds responsibility for architecting all market-facing talent platforms for specific brands. His work on organizational climate, diversity and inclusion, and employee selection and assessment systems has been presented at numerous professional conferences and published in peer-reviewed publications. Adam’s applied research on workforce diversity and inclusion was recognized and supported by a multi-year grant from the National Science Foundation. He has a doctorate in industrial/organizational psychology from The George Washington University and a BS in psychology from Penn State University. Adam is also a member of the Society for Industrial and Organizational Psychology and is a board member of the ASU Center for Services Leadership.
Fujitsu Network Communications
Greg Manganello is SVP of Services at Fujitsu Network Communications Inc. He captains the Network Services business at Fujitsu, a role he has occupied since 2008. His broad strategic vision has enabled Fujitsu to transform its Services business into a high-growth, profitable powerhouse. Greg’s transformation-oriented, inspirational leadership style is the result of over 25 years of profit and revenue creation in technology companies. His tough-minded, innovative approach is focused on creating an organizational architecture in which top-flight talent can think big and perform beyond expectations. Greg began his career at Bell Labs as a solutions architect and advanced rapidly through various management roles. Throughout the 90s, Greg held positions as director of strategy, marketing and business planning, business development and executive sales. More recently at Alcatel-Lucent, (formerly AT&T Network Services, Lucent Technologies and Bell Labs) Greg was VP of business development in Brazil, then North America VoIP leader, and Industry and Public Sector VP. Greg holds a Bachelor of Science in Electrical Engineering and Computer Engineering from the University of Wisconsin and a Master of Science in Electrical Engineering from Cornell University. He also attended Penn State and Thunderbird University, earning executive education in Financial Analysis for Strategic Management, a Mini Master of Business Administration (MBA), and Financial Issues in Global Competition. He has been selected for the Fujitsu Global Knowledge Institute, a six-month senior leadership development program.
Senior Vice President, Distribution
The Co-Operators Group Limited
"It's our company values, community involvement and our people that make this company a place where you can be proud to work," says Rick McCombie who has been with The Co-operators since August 1976. As Senior Vice-President, Distribution, Rick is responsible for leading the distribution strategy across The Co operators group of companies. He is also responsible for agency management, region, call centre operations, Marketing, Group Sales, and Client Relationship Management. Rick started with Co-operators General as an office trainee in Owen Sound. Since then, Rick has held various positions including Accounting Supervisor and Atlantic Division Controller. He was also Region Vice-President for New Brunswick and Prince Edward Island, Southwestern Ontario, as well as Central Ontario. Throughout his career, Rick has obtained his Chartered Management Accountant, Chartered Insurance Professional and LIMRA Leadership Insurance Foundation designations. One of Rick's career highlights includes 10 years of profitable growth in the Southwestern Ontario Region while under his leadership. He was also the project leader of Co-op Auto Coalition in the early 90s. An active member in the community, Rick admires and is influenced by Mother Teresa, who he feels"puts the lives of others before her own." Rick highlights his time as Chair of London/Middlesex United Way as a valuable experience. He is currently the Volunteer Chair for the Guelph/Wellington United Way Campaign.
Senior Vice President & President US Lab Business
VWR International, LLC
Mark McLoughlin is VWR’s Senior Vice President of Emerging Businesses. Mark brings over 30 years of commercial and strategic management experience to his role. In his position, Mark is responsible for leading a combination of VWR’s distribution, manufacturing and regional businesses (Mexico, Puerto Rico and Canada) in North America. Before joining VWR, Mark held the position of Senior Vice President, Chief Marketing Officer for Cardinal Health, Inc. based in Geneva Switzerland, where he designed and implemented an International Strategic Marketing Organization to support all the Cardinal Health business outside of the U.S. and Canada. Prior to this position, from 2002 – 2007, Mark was Sr. Vice President, General Manager of Cardinal Health’s Scientific Products Clinical Laboratory business located in McGaw Park, Illinois where he led the achievement of double-digit, profitable growth for three consecutive years. Prior to Cardinal Health Inc., Mark spent one year each at Norwood Abbey Ltd. and Ion Beam Applications, Inc., two healthcare technology companies. From 1996-2001, Mark held several vice president-level positions at Mallinckrodt Inc. He began his career in 1978 at American Hospital and Baxter Healthcare Corporation as a scientific products sales representative and over his 18 years with American Hospital and Baxter, spent time as an instrument sales specialist, area manager, corporate account executive, and managed care director. Mark is on the Board of Directors at Cytomedix Inc., serving as chair of the compensation committee. He also serves on the Board of the Laboratory Products Association (LPA). He graduated from the University of Arizona with a Bachelor of Arts, majoring in Psychology.
Senior Vice President, Integration and Process Improvement
Christopher Melocik is the Senior Vice President of Integration and Process Improvement at Republic Services, Inc. Republic is the second largest waste services provider in North America. In addition to leading the post-merger integration of Republic and Allied Waste, Chris leads teams to improve processes and build capabilities in Republic's broadly distributed operations. Mr. Melocik has more than 25 years of industry and consulting experience with strategic and operational issues in manufacturing, transportation and logistics. Prior to joining Allied he was an Associate Principal in the Chicago office of McKinsey & Company where he was a leader in the Operations Practice. Previously, Mr. Melocik held functional and general management roles in metals manufacturing and materials distribution organizations. Mr. Melocik holds a master of management degree in marketing and finance from Northwestern's Kellogg Graduate School of Management and an A.B. in mathematics and economics from Dartmouth College.
Chief Strategy Officer
Budco and NOVO 1
Mary Murcott transforms companies into peak performance organizations based on how customers and employees needs translate into behaviors. She is recognized for her breakthrough techniques that deliver unique value propositions through creating, sourcing, or bundling of technologies. Always a thought leader, she combines intuition with hard critical thinking, metrics driven analysis, and the fundamentals of process design. Where others have not seen the problem or a solution, Mary’s unique ability to reframe an issue and focus on the right data and anchor facts inspires people to chart a different course.
Mary currently serves as Chief Strategy Officer of NOVO 1 and Budco, two private equity- backed direct marketing, technology and customer experience outsourcing companies. In less than three years as CEO of NOVO 1, she and her team have doubled revenue and EBITDA and built out three new contact centers. Previously, Murcott founded an international consulting company servicing Fortune 100 companies. She also served as SVP & CIO of Budget Rent-a-Car and Ryder Truck where she orchestrated the post-merger integration of the Budget and Ryder IT systems, laid the foundation for the Avis acquisition of Budget and consolidated 40 major centers. Earlier she held similar executive positions with international responsibilities at American Express and DHL Worldwide Express. At American Express, she reframed the understanding of the company’s cost structure and drove investments that changed service delivery configuration, eliminated service problems and refocused the sales force on sales.
Murcott graduated from Creighton University and has received numerous awards for building service organizations that drive brand equity, including the Ft Worth Business Press’ 2013 Great Woman of Texas Award, Dallas Business Journal’s Women in Business Awardsand Ernst and Young Entrepreneur of the Year Awardin 2012. An author of the book Driving Peak Sales Performance, she recently published a revolutionary white paper entitled “The Business Case for Repatriation of Jobs to America” that outlines a new operating cost model. This white paper was the impetus for an invitation to meet with President Obama at the White House at a CEO Roundtable regarding Insourcing Jobs to America, her participation on a CSPAN panel, as well as a feature highlighting NOVO 1 in a Made in Americaseries on ABC Nightly News with Diane Sawyer. As a futurist, she is a sought after international keynote speaker.
Founder & CEO
The Real Ratings Group, LCC
Marie Olesen is the Founder & CEO of The Real Ratings Group, LLC. She also directs La Jolla Cosmetic Surgery Centre, a recognized innovator in the business of cosmetic plastic surgery. Stimulated by the work of Stephen Brown in the seminal ASU study on patient satisfaction, Patient Satisfaction Pays, Marie joined the CSL board in 2009, “My exposure to CSL events focusing on the Science of Service, prompted me to take a new look at patient satisfaction in cosmetic plastic surgery. Medical practices don’t understand the principles and benefits of service recovery which is dangerous in this age of ratings and reviews.” Olesen launched RealPatientRatings™ in September 2011. Partnering with Service Management Group, the largest customer experience agency in the world, she began surveying patient satisfaction in plastic surgery practices focusing on patient experience. Using SMG’s dashboard and smart phone technology, plastic surgeons could access real-regional and benchmarking. Olesen launched realpatientratings.com in early 2012 to help surgeons with ratings and reviews. By September, Google granted 5-star status to RPR’s reviews. More plastic surgery reviews can be found on Realpatientratings.com than any site. RPR reviews outrank Yelp, RateMD and Vitals in many searches. The Real Ratings Group became an endorsed partner of the American Society of Plastic Surgeons in October 2012. CareCredit, a division of GE Money, signed a marketing agreement with RPR for joint projects in 2012 and 2013. Olesen’s willingness to use technology to manage service and communication began in the early 1990’s. She founded Inform Software and introduced INFORM&CONSENT®, the first personalized informed consent program in plastic surgery. In 1995, she created INFORM&ENHANCE®, an industry-transforming CRM system which helped practices improve patient satisfaction and drive revenue. She developed performance metrics and performance benchmarks which have become industry standards. Olesen is an accomplished speaker, moderator and teacher. With her husband, R. Merrel Olesen, MD, she co-authored of Cosmetic Surgery for Dummies, a consumer guide to aesthetic surgery. Within the industry, her articles have appeared in Plastic Surgery News, Plastic Surgery Products, and the APSA newsletter.
Assistant Vice President of Member Experience - Financial Foundations
Mary Orlando is Assistant Vice President of Member Experience - Financial Foundations based in USAA’s Phoenix campus. In this role, she leads teams located in Phoenix, Colorado Springs and Tampa who provide our members with Mortgage, Deposit and other Banking products. She joined USAA in September 2011. Before coming to USAA, Mary's career was focused on banking in various leadership roles with Chase Bank in Home Equity and Consumer Lending in originations and servicing as well as Internal Audit. She started her career as a CPA with Price Waterhouse in Phoenix and Dallas. She has also served in leadership roles for a number of community and professional organizations including the Phoenix Race for the Cure where she acted as Treasurer and Grant Committee Chairman and as the head of the Consumer Banking Association’s peer group for Equity Lending. Mary graduated from Miami University in Ohio with a bachelor's degree in Accounting. Mary and her husband, Jeff, have one child, Jennifer. USAA prides itself on providing exceptional experiences every time to its members and has consistently received outstanding awards and ratings for member service. Recent accolades include top recognitions from JD Power and Forrester Research, Inc., as well as top insurance ratings from Moody’s, AM Best and Standard & Poor’s. Also, USAA ranked in Fortune’s 100 Best Companies to Work For in 2010-2012.
Vice President, Customer & Product Support
Adrian Paull has more than 20 years of leadership experience in customer support, business management and business development during his tenure at Honeywell. Since June 2005, Paull has led Honeywell's worldwide resources for Aerospace Customer and Product Support. These include Technical Operations staff, Customer Care, Customer Support Solutions employees and regional staff who are deployed within the Defense and Space, Air Transport and Regional, and Business and General Aviation market segments. Prior to his current role, Paull was vice president of Customer Services for Honeywell's Aerospace Electronic Systems business, leading a strategic business enterprise that encompassed 1,600 employees strategically located at 15 locations in the Americas, Europe and the Asia Pacific regions. He joined Honeywell, then Sperry Flight Systems, in 1980 as a systems technician in Basingstoke, United Kingdom, and was promoted to avionics project engineer for the company within British Airways' operation at London's Heathrow Airport in 1983. He subsequently became an international customer engineer for flight test and avionics development for the British Aerospace 146/RJ before accepting an assignment in Phoenix in 1989 as a Customer Support manager. Paull returned to Europe in 1994 as international manager for commercial business development, leading market development and strategic planning through an international network of business development managers and playing an instrumental role in managing customer relationships. He was promoted to director of Customer Support in 1997, overseeing Honeywell's business and service centers in the United Kingdom and France. A native of London, Paull has a bachelor's degree in systems and control engineering from Buckinghamshire College and an MBA with an emphasis in finance from the University of Phoenix. He is a member of the Institute of Incorporated Engineers and the Institute of Electrical and Electronic Engineers. A resident of Scottsdale, Arizona, Paull and his wife, Victoria, are the parents of three children. His interests include music, literature and technology.
The INSIGHT Group
Ed has extensive experience in product and services strategy development, business development, sales management/marketing and organizational effectiveness. After 30 successful years at IBM, he retired in 2003 as a Senior Executive and member of the Senior Management Group. He held general management positions in several global IBM businesses with revenue responsibility over $1 billion. Ed’s last assignment was General Manager of Product Lifecycle Management (PLM) Solutions. Ed was also an IBM Corporate Emerging Business Opportunity (EBO) Executive with responsibility for establishing high growth businesses in emerging markets and was the executive lead on coverage transformation. Prior to joining The INSIGHT Group he assisted in client mergers and acquisitions engagements with venture capital firms and private investment banking firms such as Clayton, Dubilier & Rice, Inc At INSIGHT, Ed is responsible for Business Development and Market Plan Development. He has led numerous consulting engagements with INSIGHT clients in the areas of strategy, go-to market plans, services initiatives, developing new business models and global coverage structures. Ed serves on the board of advisors of Arizona State University’s Center for Services Leadership.
Director of Innovation
In Michelle’s 17 years at FedEx, she has lead the development of marketing strategy in multiple areas including Catalog, Market Segmentation, Automated Solutions, www.fedex.com and most recently Innovation. As the Director of Innovation, Michelle has been instrumental in the creation of the SenseAware platform including the product development, sales, alliance program, customer experience management and research, branding and software interface. She has been the lead on the co-creation effort and the SenseAware Customer Councils themselves. Michelle is a people focused leader and is passionate about people development. So much so, that she was selected to lead FedEx’s People First program aimed at creating programs targeted at investing in employee development and leadership. Prior to FedEx, Michelle worked at Smith & Nephew in the International Marketing Department developing their international marketing campaigns and go to market activities. Michelle holds a B.A. and Executive M.B.A. from the University of Memphis. She is the recipient of numerous awards including the distinction of being a two time winner of FedEx’s highest honor- the Five Star award. She serves on the FedEx Women’s Network and is the Executive Chair of The Conference Board’s Council of Innovation. She is active in the community and keeps things in perspective with four little girls at home that keep her very busy!
Vice President, Services
National Industries for the Blind
John F. Qua joined National Industries for the Blind (NIB) in June 2009 as Vice President, Services. In this role he is responsible for management of NIB’s Services Development team, which oversees strategic development, maintenance and expansion of an effective Services Development and Delivery Program at NIB. The goal of this program is to annually increase the employment number of people who are blind and set the standard for service excellence in the federal marketplace. Mr. Qua also has oversight for NIB’s network of 150 Base Supply Centers at federal installations nationwide, operated by NIB associated nonprofit agencies, as well for NIB’s Contracts Administration and Pricing and Operations Analysis functions.
Previously, Mr. Qua was the Acting Director, Acquisition Management (J-7), Defense Logistics Agency Headquarters at Fort Belvoir, Virginia. He was responsible for delivering acquisition plans, programs, policies and oversight in support of the directorate’s Acquisition Excellence with Integrity mission. Mr. Qua reported to DLA in 2007 after retiring from the United States Navy.
A Supply Corps Officer in the Navy, Mr. Qua held a variety of positions throughout his 26-year career. He retired in 2007 at the rank of Captain, after serving two years as the Commander of Defense Distribution Depot Norfolk Virginia (DDNV). Previously, Mr. Qua served operational tours afloat as Supply Officer, USS DONALD B. BEARY (FF 1085); Readiness Officer, USS JOHN F. KENNEDY (CV 67); and Supply Officer, USS GEORGE WASHINGTON (CVN 73). He also served in various logistics and acquisition billets ashore.
Mr. Qua earned numerous awards and decorations while in the U.S. Navy, including Defense Superior Service Medals, Meritorious Service Medals, Navy and Marine Corps Commendation Medals and various unit and campaign decorations.
Mr. Qua holds a bachelor’s degree in Economics from the University of New Hampshire and a Master of Business Administration degree from the Naval Postgraduate School. He is a Certified Professional Contracts Manager from the National Contracts Management Association and a member of the Department of Defense Acquisition Corps. Mr. Qua is DAWIA Level III certified in Contracting.
Born and raised in Massachusetts, Mr. Qua remains a lifetime member of the Red Sox Nation. He is married to the former Judith Ann Matthews of Manchester, Connecticut, and has two sons, Robert and Timothy.
President, Customer Services Division USA
Siemens Industry, Inc.
In his current role as President of the Customer Services Division, Jagannath is responsible for directing and growing the Industry Services business in the U.S. Jagannath has worked in India, Germany and Singapore before moving to his current position in the U.S. He has held various senior and general management positions such as Regional Sales Manager for the Oil and Gas business, Vice President of Oil and Gas for Asia-Pacific and Vice President of IS Singapore including the Water Hub for the Asia-Pacific region.
Director, Sales and Operations Planning
Shannon Rawlins is the Director of S&OP and Order Management at First Solar with responsibilities for Global Sales and Operations Planning, Customer Service, Contract Management and Order Fulfillment. Prior to joining First Solar, Shannon worked in various customer facing positions including: Planning, Customer Support, Sales Operations, Portfolio Management and Quality at Dana Corporation and Dana Commercial Credit. Dana Commercial Credit won the Malcolm Baldridge National Quality Award in the service sector. Shannon holds a Bachelor of Arts degree in Business Administration from Lourdes College and an MBA from Bowling Green State University.
Vice President of Customer Success
Dennis Reno recently accepted the position of Vice President of Customer Success for New Relic , a San Francisco based SaaS company specializing in application performance management and monitoring. As the Vice President of Customer Success, Dennis is responsible for all aspects of the customer experience, extending beyond traditional customer service and technical support, to ensure that every customer is successful deploying and using New Relic’s products. This position encompasses a new dimension in service delivery by addressing every customer touch point to make every customer successful.
Prior to New Relic, Dennis was Vice President of The Customer Experience at Oracle Corporation, headquartered in Redwood City, CA. At Oracle, Dennis was responsible for ensuring the highest level of customer satisfaction with Oracle’s products, services and tools. Dennis managed customer service for Oracle’s largest customers and managed programs tailored for strategic accounts. Dennis also helped to architect Oracle’s first top accounts program and was accountable for ensuring that all of Oracle’s customers had a best in class support experience. Dennis was also responsible for the design, development, and implementation of strategic programs to improve service quality, maximize customer loyalty and retain high-yield customers as part of Oracle’s global support and service delivery team.
Dennis Reno joined Oracle in April of 2008 with the acquisition of BEA Systems, Inc., a company that specialized in enterprise infrastructure software products known as “middleware”. BEA’s software products include Tuxedo and WebLogic application server. At BEA Systems, Dennis Reno held the position of Senior Vice President of Global Customer Services, responsible for global customer service operations, technical support, professional services, and technical training.
Dennis joined BEA Systems through BEA’s 2005 acquisition of enterprise portal software company, Plumtree Software. As Vice President of Global Customer Support, Dennis was responsible for the growth and rapid expansion of Plumtree’s highly successful support delivery operations and for Plumtree’s rapid business expansion in North America, Latin American, EMEA and Asia Pacific regions.
Prior to Plumtree Software, Dennis was Senior Director of Customer Service and Technical Support at Microsoft. At Microsoft, Dennis developed and implemented company quality standards for service delivery for MSN and Microsoft’s TV products including WebTV, MSNTV and UltimateTV. Dennis served on Microsoft’s 8-member executive steering committee focused on building quality business strategies for customer service. Dennis was also responsible for functional operations improvements including technical support, customer service and billing, quality assurance, training, and global outsourcing account management for Microsoft’s consumer products.
During the early 1990’s Dennis was asked to join the executive task force at Continental Airlines to help Continental emerge from its second bankruptcy and return to profitability. Dennis managed a global team focused on revolutionizing Continental’s customer service strategy while expanding service offerings to new geographies and driving improvements to customer satisfaction. Dennis steered Continental’s customer service employees through turbulent times and Continental went from being ranked last in every measurable performance category to winning more J.D. Power and Associate awards for Customer Satisfaction than any other airline in the world. During this time, Fortune Magazine named Continental among the 100 Best Companies to Work for in America for six consecutive years. Continental went on to be ranked as No. 1 Most Admired Global Airline, a title it earned again for 5 consecutive years.
Dennis joined Pacific Telephone and Telegraph, one of A T&T’s regional Bell operating companies prior to the divestiture of AT&T in 1984. Dennis directed a number of customer service operations during his tenure including managing call center operations serving major accounts including the City of Los Angeles, Bank of America, Wells Fargo Bank, United Airlines, American Airlines and the City of San Francisco. Dennis provided leadership to develop and maintain successful customer service operations, including recruitment, hiring, training, and process engineering for centers providing product support. He also managed a wide range of customer service operations to launch new products, increase sales and customer satisfaction with existing products and managed the turn-around of unproductive centers that lacked customer satisfaction and sales results. Dennis successfully launched a start-up direct marketing business unit in association with Pacific Bell SMART Yellow Pages, achieving profitability in 13 months.
Dennis has also held executive positions in customer service and customer experience management at high tech Silicon Valley start-ups such as Yahoo!, Chemdex.com, Greenlight .com and Voysys and helped several of these companies through the IPO process.
Divisional Vice President, Commercial Global Service Operations
Scott Safar is divisional vice president, commercial global service operations, Abbott Diagnostics. He has been in industry 21 years and has leadership experience in R&D, QA, commercial sales, and customer service operations. Scott has successfully launched several medical devices including the Abbott m2000TM product line and ArchitectTM. He has successfully implemented service sales, cost, and customer loyalty programs. Scott holds a M.B.A. in General Management from DePaul University and a B.S. in Mechanical Engineering from Marquette University. He is named inventor on fifteen patents and was recipient of the Chicago Sun Times Innovation Award.
Vice President, Customer Care
Lee Scanzano is vice president of customer care for Cox Communications Arizona. She is responsible for all facets of Cox's customer care department including care centers in Phoenix and Tucson, as well as outsourced operations in North Dakota and New York State. Scanzano came to Cox from Bank One where she was vice president of customer care. Prior to that, she served as the senior vice president of customer care with the Gale Group. She has also held numerous positions with American Express in New York and Arizona. While at American Express, she held the role of business leader and senior service delivery leader for the telephone service center, at one point managing a staff of 1,200 employees. Scanzano is the recipient of numerous business awards for her innovative leadership and excellent results. Scanzano currently serves as the board chair for the Better Business Bureau and serves on the advisory board of the Center for Services Leadership, part of the W. P. Carey School of Business, Arizona State University. Scanzano and her husband reside in Carefree and have one daughter who attends the University of Arizona.
Vice President and General Manager, Worldwide Customer Service and Support
Eric Senesi joined Hewlett-Packard in 1980 in the Grenoble division after working as an R&D engineer in a French company. After a few years in marketing, he became a service manager for the computer group. He then held a number of service management positions and in 1996 he became the worldwide Product Support Service General Manager for the Hewlett-Packard Healthcare Solution Group in Andover, Mass. When Agilent was created in 1999, Eric was appointed director of Human Resources for Agilent Europe - based in Geneva, Switzerland - to manage the legal separation from HP. In 2003, he moved to California as Vice President of Human Resources to participate to the development of Agilent Life Sciences and Chemical Analysis group. He is currently the Worldwide Customer Services and Support Vice President and General Manager for Agilent Electronic measurement Business. Eric has successfully led numerous business & organizational transformations, of increased complexity, across multiple industries (Life Sciences, Computer, Electronic industries) and with different functional or general management roles. He is a proven change management leader able to operate across organizational boundaries within international and multicultural environments. During his Human Resource management roles he leveraged his business management experience to help Business leadership teams developing the organization capabilities necessary to accelerate execution of business strategies. Eric is a native of France where he earned an Electronic Engineer diploma (MSEE) and studied Business Management. He currently lives in California in the San Francisco bay area.
McKinsey & Company
Dorian Stone is a Principal in the San Francisco Office of McKinsey & Company, and has been a member of McKinsey since 2001. Today, Dorian is a leader in McKinsey's North American Service Operations practice, and leads McKinsey's North American Customer Experience practice in financial services. Dorian serves a wide variety of clients, with a primary focus on the financial sector across most operations and transformation issues. Dorian also sits on the Filene Institute research board, serving the credit union industry and on Arizona State University's Center for Service Leadership corporate board. From 1996-1999, Dorian was Program Director for Peace Corps' Small Business Development program in Panama and--prior to that--was a Peace Corps Volunteer in Panama. From 1993-1996, Dorian worked in the credit union industry and helped build a managed care employee benefit cooperative for the California Credit Union League called the League Benefits Trust. Dorian has his BA in Economics and Psychology from Pitzer College of the Claremont Colleges, and his MBA and MA in International Studies from the University of Pennsylvania/Wharton. Dorian enjoys skiing, sailing, running and biking in his free time.
Vice President of Service Excellence
Tracy Tannenbaum has more than 20 years of diverse experience as a customer service, marketing and operations professional with a passion for solving problems. Tracy currently serves as Vice President of Service Excellence focused on creating a uniquely positive brand experience across Banner’s continuum of care. Prior to joining Banner in early 2012, Tracy was the Chief Customer Officer at Abrazo Healthcare. She also held the positions of Vice President of Marketing and Customer Analytics at Petco Animal Supplies, Inc. in San Diego, CA and Vice President of Marketing positions at Centex Homes and The Princeton Review. Tracy began her career at AT&T where she spent over 10 years working in diverse roles as part of their"fast track" program for high potential executives. Tracy received her BS from Penn State in Marketing. She also received her MBA at the Stern School of Business at New York University with a triple major (Marketing, Management and International Business) and graduated with honors while working full time. Tracy is an avid traveler who has visited over 80 countries and every continent. She is also an active member in several non-profit organizations. Tracy moved to the Phoenix area seven years ago and resides in Scottsdale with her husband and two children.
Senior Vice President Store Operations and Services
Bruce Thorn joined PetSmart in 2007 as Vice President, Supply Chain Solutions and was promoted to Senior Vice President, Supply Chain in December 2009. Prior to joining PetSmart, he served as Chief Operating Officer for LESCO Inc., a public company and leader in the professional turf care industry. He previously held leadership roles with Gap, Inc., Cintas Corporation and the U.S. Army, where he earned airborne ranger status and the rank of Captain. Thorn holds a Mechanical Engineering degree from the United States Military Academy and a Master of Business Administration from the University of Cincinnati. He is married to Gabriella Thorn and they are pet parents to a Black Labrador mix named Casey.
Mayo Clinic, Arizona
Victor F. Trastek, M.D. is the former CEO of Mayo Clinic in Arizona. Dr. Trastek is currently a Consultant in Professionalism, Ethics, and Leadership Development. He began his medical residency at Mayo Clinic in Rochester, MN, in 1977. He joined the staff in 1984, serving in a variety of roles, including Surgeon in the Section of Thoracic Surgery and Chair of the Divisions of Thoracic and Cardiovascular Surgery. In 1999, he joined the staff at Mayo Clinic in Arizona, where he served as Chair of the Department of Surgery. He was named CEO in 2002. A graduate of Northwestern University, he earned his medical degree at the University of Wisconsin, and served a Surgical Internship at Northwestern University Hospitals prior to his General Surgery, and Thoracic and Cardiovascular Surgical Residencies at Mayo Clinic in Rochester. He was a Mayo Foundation Scholar spending six months at Toronto General Hospital.
President, Emeritus, AT&T (UK) Ltd., & Adjunct Professor of Marketing
W.P. Carey School of Business, Arizona State University
Merrill Tutton is currently Adjunct Professor of Marketing at Arizona State University's W. P. Carey Graduate School of Business. His focus is the strategic marketing and management of services in today's increasingly competitive environment. He was also Chair of the Board of Advisors for the Center for Services Leadership at the W.P. Carey School for a number of years. Before joining the ASU faculty Tutton was an executive with AT&T for 32 years where he held a number of roles in engineering, marketing, operations, and sales, culminating in key executive positions. The most significant being President of the Consumer Communications Services business, the Long Distance and Consumer Services that represented about $25 billion of the firms sales. While Vice President of Special Long Distance (Operator services and Calling Cards) Tutton was involved in programs to change the role of operators and customer service people from an expense to be managed to a customer contact asset. His role in the evolution of the calling card and its underlying technology set the stage for the development of the AT&T Universal Card a multibillion dollar business that was subsequently sold to Citi Corp. From 1993 to late 1997 when he retired, Tutton was located in London as President AT&T UK, building a business to compete with BT in communications outsourcing and consumer/ business voice and data networking arenas. During this period he was also President of AT&T Europe Middle East and Africa involved with international long distance, data networking and co-led the activities to develop the technology platforms for AT&T's global business networking capabilities. Tutton has a B S.C.E. from Iowa Sate University, attended the American Studies Program at Williams College, The Wharton Schools' Advanced Marketing Program and received a Master of Science in Management in Stanford University's Sloan Program. Tutton currently lives in Scottsdale AZ. With his wife Jacquie, they have two sons and seven grandchildren.
Chair, Department of Marketing and AT&T Professor of Services Marketing & Management
W.P. Carey School of Bunsiness
Beth (Ph.D., Pennsylvania State University) is the Department Chair for the W. P. Carey Department of Marketing and the AT & T Professor of Services Marketing and Management at Arizona State University. Beth most recently served as the Associate Dean for the W. P. Carey MBA and Faculty Director for the W. P. Carey Evening MBA Program. Beth’s research interests are centered on cross-functional working relationships in the development of marketing strategy and on isolating the characteristics of high-performance account managers. Beth’s research has been published in the Journal of Marketing, Journal of Marketing Research, Sloan Management Review, Journal of Business Research, Psychology and Marketing, Journal of the Academy of Marketing Science, Journal of Product Innovation Management, Journal of Business and Industrial Marketing, Journal of Services Research, Research in Consumer Behavior, and in other scholarly publications. For their 2011 paper in the Journal of Marketing, Beth and her co-authors received the 2011 Harold H. Maynard Award, reflecting the most significant contribution to marketing theory and thought. She was also the recipient of the Richard Beckhard Prize for her article in MIT Sloan Management Review. Beth also received the Malcolm S. Woldenberg Marketing Chair Award for her contributions to the Journal of Business Research. For her teaching contributions, Beth has been recognized by Arizona State University as a Wakonse Fellow and by the College of Business with the Outstanding Undergraduate Teaching Excellence Award. In terms of service to the marketing discipline, Beth is the current past-president of the American Marketing Association Academic Division, served as the president of the American Marketing Association Academic Division, has served as a co-chair of the 2005 AMA Summer Educator’s Conference, and is serving as an elected member of Academic Council, the governing board of the AMA for educators. In addition, she was the co-chair of the 2007 John A. Howard Dissertation Award which recognizes excellence in dissertations that advance marketing knowledge and serve as a stimulus for research and teaching. Beth has consulted on strategy issues for State Farm Insurance, IBM Global Services, Lucent Technologies, Yellow Transportation, Honeywell, and AT&T.
Chief Executive Officer
Agile Pursuits Franchising Inc.
Jeff has 25 years of experience with Procter & Gamble and now serves as Chief Executive Officer (CEO) Agile Pursuits Franchising Inc. (APFI), a wholly-owned subsidiary of the Procter & Gamble Company. As CEO, Jeff is responsible for the operations, development, expansion, marketing and franchise development of the company’s Tide Dry Cleaners® and Mr. Clean Car Wash® businesses worldwide. Jeff has worked in Franchising for P&G for the past 4 Years and most recently served as Executive Vice President for Strategy & Marketing for Agile Pursuits Franchising Inc. Jeff’s leadership has been instrumental in creating and expanding the Tide Dry Cleaners and Mr. Clean Car Wash business models. Jeff has worked on Fabric & Home Care brands like Tide and Mr. Clean for P&G for the past 8 years. He will continue to leverage the best P&G has to offer coupled with the 100+ years of franchising experience that we have assembled on the APFI team to deliver unit economics for franchisees as well as drive Mr. Clean Car Wash and Tide Dry Cleaners to market leadership. At P&G Jeff has worked on dozens of brands in multiple countries. Prior to his current work in Franchising, Jeff spent 5 years as Director for P&G Fabric & Home Care business in the Latin America Andean Region managing a $600MM business involving 17 brands and 5 countries. He has also previously worked in Procter & Gamble Professional managing P&G’s food business in the away-from-home food service sector. Jeff has worked on a variety of brands in brand management such as Folgers, Millstone, Pringles, Actonel, Secret and Metamucil. He also started his career in Customer Business Development for P&G in 1986 in Boston, Massachusetts. Jeff has an undergraduate degree in Business from Northern Kentucky University and an MBA from Xavier University where he met his future wife on his first day in the library. Jeff has been married to Maria Elvira for 16 years, and they have 4 children ages 6 to 14. They have lived in Cincinnati since 1995 except for 5 years spent with Procter & Gamble in Caracas, Venezuela from 2002 to 2007. Jeff maintains his passion for soccer since playing in college as he serves as a coach for his kid’s school soccer teams. He also enjoys international travel and speaking Spanish with his family and friends. Jeff finds additional time to mentor inner-city under privileged children and serves on the board of the Cincinnati Youth Collaborative.
DuPont Sustainable Solutions
James R. Weigand is President, DuPont Sustainable Solutions. In his role, Mr. Weigand leads a global consulting and services business specializing in workplace safety, process safety management, energy and environmental management. The vision of the business is to lead the transformation of workplaces and work cultures to become safer, more efficient and environmentally sustainable. By applying DuPont knowledge, real-world experience and science-driven innovation, DSS delivers tailored solutions to help clients achieve enduring results that drive business success. Mr. Weigand began work with DuPont in 1981 in Wilmington, Delaware. Over the next 20 years, he held a variety of roles in finance, marketing, sales, corporate planning and business management both domestically and overseas. In 2003, he was named Global Business Director for Advanced Fibers Systems, where he had global business leadership responsibilities for products under the Kevlar® and Nomex® brands sold into a variety of markets including military, government, automotive, aerospace and oil and gas. In September 2007, he was named Vice President and General Manager of DuPont Safety Resources. He was appointed to his current role of President, DuPont Sustainable Solutions in October 2009.
At age 43, Christopher Zane is already a 26-year veteran of the retail bicycle industry. His story includes getting a state tax ID number at age 12, buying his first bike shop at age 16, and before he reached the age of 30, he was the owner of Zane's Cycles, the largest bike shop in Connecticut. Today, with only one location, Zane's Cycles is one of the top 3 largest retail bicycle stores in the nation. Zane's unique approach to marketing includes strategies such as continual learning, the lifetime value of a customer, guerrilla marketing, boot strapping, community-relations, cost-controlled customer service, and image branding. Zane has positioned himself at the forefront of the industry by continuously setting standards in customer loyalty and creative marketing. Since 1985, he has been accumulating awards such as the BBB Award of Recognition for Customer Service/ Outstanding Business Practices; New Haven Advocate Readers Poll, Best Bicycle Shop, New Haven County, 1993-2005; he was voted one of"the 30 most influential people in the bicycle industry"; North America's Best Bicycle Retailer, 1998 and 1999 North American Bicyclist Magazine, Mass Mutual Blue Chip Bicycle Co.'s largest dealer worldwide. Most recently, Zane's Cycles was honored with Fast Company Magazine's, 2006 Customer First Award and was named the 2006 Connecticut Retailer of the year. Zane's cutting-edge marketing techniques have been used as case studies in over a dozen college text books worldwide and has been the subject of several news articles in publications such as, The Harvard Business Review, Inc. Magazine, the Associated Press, Venture Link, Fortune Magazine, Nations Business, Emerging Business, and Zane is frequently featured on WCBS's, "The Wall Street Journal 's Small Business Report" with Joe Connolly. Zane is a sought after speaker who has presented at Yale University's Business and Economic Forum; the Quis 9 International Marketing Symposium; twice to The Conference Board; Inc 's Annual Growing the Company Conference; Bell Atlantic National Sales/Marketing Meeting; Inc's 3rd Annual CEO Symposium; and the WCBS Newsradio 88 Business Breakfast Forum, Managing the Millennium. Chris is currently a board member of several for-profit and non-profit organizations. He has recently been named to the board of directors for The Trailer Depot, the Andriole Group, Vista International, and ASU 's, The Center for Services Leadership. Quinnipiac University's business school has also appointed Chris, Entrepreneur in Residence.