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.
Mary Jo Bitner
Edward M. Carson Chair in Service Marketing
Professor and Co-Executive Director
Center for Services Leadership
Mary Jo Bitner is the Co-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 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 a premier university-based center for the study of services marketing and management. She also served on the Board of the American Marketing Association (AMA) (2011-2014) and as the Editor in Chief of the Journal of Service Research (2013-2017).
Dr. Bitner is co-author of a leading textbook in services: Services Marketing: Integrating Customer Focus Across the Firm, McGraw-Hill, 7th edition, 2017. The book is used at the undergraduate and graduate levels at universities around the world, and has been translated into more than eight different languages. 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. Alumni of this ongoing program 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 and received the inaugural ISSIP Fellow Award for Lifetime Achievement in Service Science, from the International Society for Service Innovation Professionals in 2013. 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 served as a Distinguished Faculty member at Fudan University, Shanghai, China and taught for many years in ASU’s 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 shaping customer experiences in service contexts. She has published articles relevant to service marketing and management in the Journal of Marketing, Journal of Service Research, Journal of Marketing Research, Sloan Management Review, Journal of Business Research, Journal of Retailing, Journal of Service Management, Journal of the Academy of Marketing Science, and others. She holds a BA in Political Science and MBA and PhD degrees in Marketing, all from the University of Washington, Seattle.
Richard L. Boals
President and Chief Executive Officer
Blue Cross Blue Shield of Arizona
As president and chief executive officer of Blue Cross Blue Shield of Arizona (BCBSAZ), Richard L. Boals provides his strategic vision and expertise to the state’s leading health insurer.
Boals joined BCBSAZ in 1971 and has served in a variety of capacities, including president and chief operating. He was appointed as chief executive officer in April 2003.
Boals is a member of the board of directors for BCBSAZ, as well as for the Blue Cross and Blue Shield Association. In addition, Boals serves as president and board member of CSA General Insurance Agency Inc., a BCBSAZ subsidiary.
As a long-time advocate, Boals is active in the community and has been involved with countless professional and local organizations. His focus and dedication are aimed at youth and education, health, wellness and human services, economic and civic development, and arts and culture.
Boals is on the board of directors for Arizona Commerce Authority, Greater Phoenix Leadership, Arizona State University W.P. Carey School of Business Center for Services Leadership, Arizona State University President’s Club, Arizona State University Dean’s Council of 100, and the Maricopa Community Colleges Foundation. He is a member of the Translational Genomics Research Institute’s board of directors, Arizona Educational Foundation’s advisory board, and the Phoenix Police Reserve Foundation board of directors. He is chairman of the board of directors for TriWest Healthcare and O’Connor House.
As a community and business leader, Boals has been honored with several awards: the ASU Alumni Leadership Award, the Maricopa Community Colleges Foundation’s Heroes of Education Award, the Victoria Foundation’s Advocates for Education 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, the Greater Phoenix Urban League’s Whitney M. Young, Jr. Individual Award, the Marine Corps Scholarship Foundation’s Globe and Anchor Award, and the Phoenix Business Journal’s Silver Anniversary Honor Roll Award.
Boals received his associate’s degree from Phoenix College and bachelor’s degree in accounting from Arizona State University. 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 BCBSAZ.
President & CEO
Customer Care Measurement & Consulting
Scott is co-founder, President & CEO of Customer Care Measurement & Consulting (CCMC). CCMC helps Fortune 500 companies from every sector achieve a better ROI for improving the customer experience.
Scott’s creed for creating an extraordinary customer experience is simple: invest in those actions that lie at the intersection of increased customer loyalty and a favorable return on investment.
Over the past 30 years, Scott has been empowering marketplace leaders from all industries to deliver a more profitable customer experience.
Having collaborated with more than 400 companies, worldwide, in nearly every sector, Scott has a well-rounded, results-focused, and practical perspective on how to make the leap from measuring to managing the customer experience.
A pragmatic business analyst, he believes that the secret sauce for realizing customer experience profitability is motivating managers to translate the voice of the customer into a business case.
An emerging thought leader, Scott’s work and perspectives are routinely featured in the national and international conversation about the customer experience. You might read about his views in The Wall Street Journal, The New York Times, The Washington Post, USA Today, Business Week, Forbes, or Money. Or perhaps you might see his work referenced on CNN, MSNBC, or CBS News.
Stephen W. Brown
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 Vice President
State Farm Insurance
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).
Principal, Service Division
Steve Carani is the Edward Jones principal responsible for the performance of the Service division, which includes Accounts, Business Development, Client Support, Service Optimization and the innovation of solutions to help branch teams better serve clients. He is a member of the Management Committee.
Carani began his Edward Jones career in 1992 as a branch office specialist. The following year, he became a financial advisor and opened an office in St. Louis.
During his time as a financial advisor, Carani served in several regional leadership roles, completed three asset-sharing programs and attended 11 Managing Partner’s Conferences.
He was named an Edward Jones limited partner in 1998, a regional leader in 1999, and a principal in 2003.
In 2010, he relocated to the firm’s headquarters to serve as an area leader in Branch and Region Development, where he oversaw the growth, health and leadership development of financial advisors in Missouri and Kansas, and led an initiative to support field-based area leaders. In fall 2013, Carani transitioned to the Service division to lead Client Support. He assumed his current responsibilities in 2015.
Originally from Libertyville, Ill., Carani is a graduate of Bradley University and of the University of Pennsylvania Wharton School’s Securities Industry Institute.
Professor of Neurology, Member Executive Operating Team
Mayo Clinic, Arizona
Dr. Caselli is Professor of Neurology, Mayo Clinic in Arizona, and past member of the Mayo Clinic Arizona Executive Board, and past chair of the department of Neurology. He served as Chair of the Mayo Clinic Arizona Service Committee from 2008 through 2013, and has served as the enterprise Medical Director for Patient Experience since June 2011. He is also is also Associate Director and 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. Together with Denise Kennedy and Leonard Berry he is a recipient of the 2013 Edgar C. Hayhow Award for their article “A Roadmap For Improving Healthcare Service Quality” published in the Journal of Healthcare Management.
He served as the Mayo Clinic Arizona Service/Patient Experience leader between 2008 and 2014, and has served as the Mayo Clinic Enterprise Medical Director for the Patient Experience since 2011.
Senior Director, Knowledge and Insights
ASU Enterprise Marketing
Cindy Casper is Senior Director for Knowledge and Insights at ASU. Cindy plays a key client services role within the Enterprise Marketing Hub in providing strategic insights to the units and schools within ASU. This is accomplished by providing an enterprise view of our diverse population base and by providing research support for the needs of each unit/school.
She joins us after having built and managed the Insights function for Sam’s Club. Prior to that, Cindy worked as director of consumer insights for American Greetings and also led marketing effectiveness initiatives for Jo-Ann Stores and OfficeMax. She began her career on the research supplier side with roles at ARS Group and Synovate.
Vice President, Global Operations
Vincent Cellard currently serves at the Vice President for Global Operations at Avnet, a Phoenix, AZ based technology and distribution company with business operations in all global regions. Vincent’s responsibilities include the strategic direction of all operations functions, including purchasing, business migration management, and voice of the customer program. He has transformed these functions through data analytics, operational efficiencies, and collaborative initiatives with the global business regions.
A native of France, Vincent joined Avnet in 1998 and has been a key driver in Avnet’s success in the EMEA region, driving business transformation in purchasing, operations, marketing and sales. He relocated with his family in 2015 to take on the global operations role.
Vincent is a member of the Avnet EM Executive Team, Customer Relationship Management Council and Enterprise Effectiveness Council. He is also a board member of the CSL community of practice. He holds a Master in Business from the Grenoble Management School as well as an MBA from the University of Texas at Austin.
John L. Chrosniak
Vice President, Strategic Services & Planning
John L. Chrosniak is vice president, Strategic Services and Planning for DuPont Pioneer. In this role he is responsible for Strategy Planning, Platform Management and Business Development, Encirca℠Services, Information Technology and market opportunities for Plenish® soybeans. He joined DuPont in 2005 in Wilmington, Del., as global marketing director, DuPont Crop Protection.
Prior to joining DuPont, Mr. Chrosniak was a senior manager in the consulting practice at Deloitte serving global clients in a wide range of industries.
From 2006 to 2013 he served as regional business director, North America, DuPont Crop Protection in Wilmington, Del., responsible for Sales, Marketing and Field Development for DuPont’s innovative line of Crop Protection products.
In 2013 he was appointed global business director, DuPont Electronics & Communications responsible for the Packaging Graphics Business. In 2014 he assumed additional responsibilities for the Digital Printing Business. In September 2015 he was named president of DuPont Sustainable Solutions, the global operations consulting division of DuPont. In September 2016, he was named vice president of Strategy and Merger Integration Planning. He was named to his current position Nov. 1, 2016.
Mr. Chrosniak has served as chairman of CropLife America and has served on the board of United Fresh Produce and the Agriculture Council of America.
Mr. Chrosniak graduated with a BBA from James Madison University and received his MBA from the Darden School at the University of Virginia.
Bernard J. Clark
Executive Vice President, Schwab Advisor Services
Charles Schwab & Co., Inc.
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).
EVP, Customer Experience
Eran Cohen, EVP of Customer Experience, will oversee all aspects of PetSmart’s customer experience and seek to better engage consumers at every touch point with the company (in-store, online, mobile). He will also refocus the Company’s efforts on digital integration and social interaction to create seamless, positive experiences for all customers.
Prior to PetSmart, Mr. Cohen served as the chief marketing officer at Diane von Furstenburg (DVF) where he oversaw global marketing, e-commerce, and public relations – including digital media and strategy -for her eponymous fashion brand. While at DVF, Mr. Cohen also led the worldwide celebration of the 40th Anniversary of the brand’s iconic wrap dress, including an exhibition in Los Angeles that welcomed more than 75,000 visitors.
Prior to joining DVF, Mr. Cohen served as the chief marketing officer and executive vice president for New York & Co, Inc., a women’s apparel retailer. Earlier in his career, Mr. Cohen was senior vice president and CMO at Payless ShoeSource, and also held senior positions at the Gap and Old Navy. Mr. Cohen began his career in apparel at Esprit de Corp., where he gained international experience in sales, production and design and spent a decade in Asia where he became president of Esprit Asia footwear and accessories division.
Mr. Cohen has a proven track record of innovative, results-driven retail marketing as well as a depth of branding, merchandising and product development experience. He is passionate about telling compelling brand stories in a way that resonates with consumers all over the world.
Mr. Cohen studied at the Colorado School of Mines and pursued a Bachelor’s degree in Geological Engineering and Mineral Economics.
Vice President, General Manager Global Category Services
As a global professional, Marie-France has multiple business experiences, in multi-cultural environment ranging from B2B, B2C, and Services across different industries (chemicals, consumer products, automation, services).
With strong marketing, technical, commercial, international and management skill, Marie-France is a strong strategic planner and analytical thinker leading functional and direct reporting team successfully. She communicates well with all stake holders to drive to results and has proven record of change management process in large and smaller structures.
She is also an accomplished teacher in Strategy, Marketing and Management at Centrale Paris and ISC with Master 1, Master 2 and MBA programs.
As a Belgian and French national, having lived in the USA and Europe, Marie-France has evolved into multi-cultural environment, speaks five languages and holds a Masters degree in commercial engineering from ICHEC, Brussels, followed by Jet program in the US.
Prior to joining Philips, in the function of Global Category Services for Professional Lighting Solutions, Marie-France Crevecoeur was Service Operations Director Europe, Global Launch leader of E-connected services, and Service Marketing Director Europe for Honeywell Building Solutions, a business unit of Honeywell International Inc and Pan European Sales Manager for Honeywell Chemicals and Solutia/Monsanto.
She has a portfolio of sales management, business development, customer service, marketing, and service operation experience with a 20-year career spanning Europe and the United States with multi-national companies.
Brian J. Dunbar
Vice President, Global Sales Operations
Lutron Electronics Co., Inc.
Brian Dunbar is responsible for all global service and sales support for Lutron Electronics, Co. Inc. Based at the company’s headquarters in Coopersburg, PA, he frequently travels to Lutron facilities around the world.
Brian joined Lutron in 1988 as a Project Electrical Engineer. Since then, his career has spanned many areas including Engineering, Quality, Supply Chain, Finance, IT, a variety of roles in Customer Service and multiple Sales and Marketing assignments in Europe, the Middle East, Asia and Japan.
He was responsible for establishing Lutron’s Sales and Service center in Singapore; the A3E (Asia, Africa, Australia, and Europe) Service Center in India; as well as Lutron’s manufacturing facilities in China and Mexico. Brian has been in his current role as the Vice President-Global Sales Operations since January 2013.
Brian is a member of National Association of Manufacturers (NAM), the Association for Manufacturing Excellence (AME), and the National Electrical Manufacturer’s Representative Association (NEMRA). He has a BS in Electrical Engineering from Penn State and an MBA from Lehigh University.
Chief Financial Officer
Mike Evans is Chief Financial Officer for Renaissance Learning a SAAS provider to K12 schools in the US and internationally. Mike’s responsibilities include all finance, business intelligence and customer service operations at the company. Prior to Renaissance Mike was Senior Vice President, General Manager for Pre-K12 Literacy and Mathematics for Pearson Education’s Learning Services division, provider of school instructional solutions. Previously at Pearson, Mike was President of Pearson’s student information business (Pearson School Systems) and lead K12 software development and software product management for the company. Before Pearson, Mike was the Chief Operating Officer at Bigchalk, a K12 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, Operations
A&W Food Services of Canada, Inc.
Neil Farmer joined A&W Canada as a part time employee while in High School in Saskatchewan in 1976. He became a Restaurant Manager in 1985 before relocating to the Vancouver Head Office as a Marketing Analyst in 1987. In 1995, Neil left A & W to own and manage a consulting company in Toronto providing Operations and customer service expertise and services to the Food Service Industry. After relocating to the Interior of British Columbia with his wife and two sons, Neil rejoined A & W and has held a variety of positions throughout the company. In 2012 he was appointed to the position of Vice President, Operations.
Thomas F. Flaherty, CFE
President & CEO
Agile Pursuits Franchising, Inc. A Procter and Gamble Company
Thomas Flaherty has spent much of his 30-year professional career in the areas of law and franchising. Flaherty spent a combined 12 years working in large law firms and in the legal department of Papa John’s International, Inc., as a Corporate Paralegal. He also served as Vice President, Global Business Development and Vice President, New Business Development for Papa John’s, based in Louisville, KY, and Chief Development Officer for Huddle House, Inc., based in Atlanta, GA.
Flaherty currently serves as Executive Vice President of Franchising & Development for Agile Pursuits Franchising, Inc. (“APFI”), a Procter & Gamble Company, where he is responsible for recruiting and signing new franchisees, franchise administration, compliance, franchise relations, real estate, construction and design for the Tide Dry Cleaners brand. He serves in many other leadership capacities for the Tide Dry Cleaners brand, including: Chairman of the Franchise Advisory Council; Real Estate Committee; Franchise Convention Committee; Compliance Committee; Newsletter Contributing Editor; Board of Directors participation; Leadership Team Member; and Culture Team Founding Member, and current Member. He is also involved with the licensing arrangement for the Mr. Clean Car Wash brand.
Flaherty holds a diploma in Paralegal Studies and a B.S. in International Business. He is a volunteer with multiple organizations, and has served on numerous Boards, including his current role on the Board of Arizona State University’s Center for Service Leadership. He has traveled to nearly 70 countries and negotiated and signed, or managed the signing of, franchise deals for well over 2,000 units on five continents.
President, Learning Services
Bethlam Forsa runs the North American group of Pearson’s Learning Services, which is focused on curriculum, technology, and services for the K-12 market.
Prior to being named President of Pearson Learning Services, Bethlam was the Managing Director of Learning Services Globally.
Before coming to Pearson, she was Executive Vice President of Global Product Development and Operations for Houghton Mifflin Harcourt. As the Chief Product Officer, she was responsible for managing over 800 people around the world, developing and delivering content in digital and other modalities through various technology platforms to support $1.3B in Sales. Bethlam formulated and oversaw HMH’s global product and technology strategy, managed capital investment and made decisions on capital spending to develop and deliver highly competitive and profitable market leading products.
Additionally, Bethlam established key strategic partnerships and transformed the product development organization from a traditional print-centric and silo-ed group into a unified digitally-driven organization.
Prior to joining HMH, Bethlam was a Global Managing Partner for Accenture’s Publishing and Media Industry client portfolio, part of the Media & Entertainment vertical. She served as the Global Managing Partner for Accenture’s Publishing and Media Industry client portfolio, part of the Media & Entertainment vertical. In that role, she was responsible for advising publishing and media clients on strategy, growth and transformational initiatives. She also spearheaded the firm’s point-of-view around key issues facing the media industry such as changes in consumer behavior, the impact of technology, the shift to digital, the emerging new business models and the need to effectively leverage offshore capabilities. During her 12 years with Accenture, Bethlam worked with major media clients in North America and Europe and led broad-based transformational programs that dramatically improved their sales, financial performance, and increased their market capitalization. Her functional areas of expertise included digital transformation, content and production optimization and digital supply chain effectiveness.
Bethlam is an active member of the New York City start-up community and sits on the Board of Directors of the Equality Charter School in the South Bronx.
Bethlam holds an MBA and a BS from Cornell University. She is fluent in both French and Italian.
Director, Retail Analytics
Dan is currently the Director of Retail Analytics in the Retail Solutions Division, part of the Internet of Things Group at Intel. Dan has worked in retail for the past eight years and brings more than 25 years’ experience helping customers solve business problems with technology solutions. Dan has been with Intel since 2004. Prior to Intel, Dan held several senior management positions with AT&T including most recently as Director of Global Accounts in Southern California. Dan has experience in all aspects of business from start up to large corporation and has a BS in Economics and Finance from the University of South Carolina and his MBA from the University of Phoenix.
Dan also serves on the board of directors for Hoops of Hope. Hoops of Hope has raised millions of dollars to bring hope to orphan children in sub-Saharan Africa. Their projects include the building of a high school, building two medical clinics, two hope centers, four dormitories, multiple water projects and most recently, two computer labs.
Dan resides in the Phoenix, Arizona area with his wife and two children.
Vice President, Service & Solutions
Siemens Industry, Inc.
Brad Haeberle is the VP, Service Business Line Head for the Building Technologies Division of Siemens Industry, Inc. where is responsible for the portfolio strategy for the Service business to achieve superior profit, growth, and customer and employee satisfaction goals. He is also responsible for the Remote Services platform and IT Services application in alignment with Global and the Energy & Sustainability Business line. In his most recent role, Haeberle was the Segment Head for the Building Automation Service Business segment. Additionally, he was responsible for creating the service strategy for Siemens Industry, Inc., and he led a team tasked with developing the growth initiatives to allow Siemens Industry to grow its service revenue by 50%. He serves on the board of the Center for Service Excellence of Arizona State University.
Haeberle also served as the Vice President of Marketing for the Building Technologies a $2.2 billion North American division of Siemens AG.
At Siemens, Haeberle was responsible for driving marketing strategy, business intelligence, product and service identification, 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 building strategy to grow 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 marketing, sales, field operations, and training 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, Building Technologies makes buildings comfortable, safe, secure and less costly to operate. With U.S. headquarters in Buffalo Grove, Ill., 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.
SVP Member Services and Business Operations
As senior vice president of member services and business operations, Michael Hargis leads member experience for the company, bringing LifeLock’s service commitment to life. In this role, he oversees member services, business operations, data analytics, resolutions, process improvement initiatives and business partner operations.
Hargis joined LifeLock in October 2013. Previously, he was vice president of global service and operations at CareerBuilder, where he built a team from the ground up across the North America, EMEA and Asia-Pacific regions. The CareerBuilder team was recognized with multiple “Best Customer Care Team” awards. Hargis also served at GE Capital where he held leadership positions at both GE Retailer Financial Services and GE Consumer Cards.
Hargis has an M.B.A. in business administration from Northwestern University’s Kellogg School of Management and a bachelor’s degree from Thomas More College. Hargis is an active Wharton Fellow at the University of Pennsylvania.
Vice President, Performance Analytics Group
Doug Hillary is currently Vice President in Global Sales Operations, responsible for leading our Business Intelligence, Reporting and Analytics organization. Doug has the accountability for the strategy, planning and delivery of BI, reporting, analytics, and data management in support of our global sales and operations organizations. Doug is also leading our global Business Intelligence Council and is responsible to drive pan-Dell strategy and execution in adopting consistent and streamlined KPIs and metrics, while enabling a common business management processes, standards, tools, and technology to enhance productivity, efficiency, and predictive analytics throughout the enterprise.
Prior to his current role, Doug was a VP in Global Services, leading the Infrastructure Managed Services organization and a global staff of over 6,000 team members supporting Dell customers in all regions and business segments. Doug’s organization was responsible to provide service delivery management for all of Dell’s outsourcing clients globally encompassing the delivery of services such as Data Center Outsourcing, Desktop Outsourcing, Service Desk, Field Services, Service Management, Client Executives, SaaS, and Remote Infrastructure Management.
Doug also led the Global Service Delivery organization, providing ProManage services including Custom Factory Integration, Managed Deployment, Enterprise Deployment, Asset Recovery, Maintenance, Data Center Solutions, Modular (SaaS), Managed Services, and Solution Design globally.
Doug has also had roles leading the America’s Global Service Delivery organization; America’s Enterprise Support and was instrumental in creating, developing and improving Dell’s global services capabilities over a number of years.
Prior to joining Dell in 1997, Doug held senior management positions in Systems Integration and Program Management for Motorola Inc, and Northrop Corporation. Doug has over 30 years of experience in the field of program management, operations, systems integration, and services.
Mr. Hillary holds a Bachelor of Arts degree in political science from the University of California, Los Angeles and a master’s degree in business administration from Loyola Marymount University.
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 Director, Business Development
National Industries for the Blind
Jon Katz is the Vice President of Business Development, Channel Management & Military Resale for the National Industries for the Blind (NIB). In this role he is accountable for developing a pipeline of new business, and growth in channel sales and military resale, that result in the creation of blind work years.
Mr. Katz has extensive experience in both the U.S. military and private industry. He began his career in the U.S. Marine Corps, serving for more than 20 years in infantry, logistics, acquisition, and recruiting. His wide-ranging assignments included multiple deployments to the Western Pacific, command of a logistics support unit, and command of a Marine Corps Recruiting Station where he was responsible for regional recruiting operations in South Florida, Puerto Rico and the U.S. Virgin Islands. Mr. Katz also held several acquisition-related positions as the Director of Contracts Mid-Atlantic Region and the Director of Contracts Marine Forces Southwest Asia during the Persian Gulf War. His final tour of duty was at Quantico, Virginia, as the Program Manager for the development and implementation of the Marine Corps’ enterprise-wide, web-based, paperless human resource system – Marine OnLine.
Since his retirement from the Marines, Mr. Katz has held several positions in private industry, to include Regional Operations Manager for Battelle Memorial Institute’s Stafford Operations, Vice President of Defense Programs for Suntiva, and, most recently, Director of Navy/Marine Corps Programs for Segue Technologies.
Mr. Katz earned his B.S. in Business Administration from Montclair State University in New Jersey, and since has earned an M.S. in Acquisition and Contract Management from the U.S. Naval Postgraduate School in Monterey, California, an M.A. in National Security and Strategic Studies from the U.S. Naval War College, and the Advanced Professional Designation in Logistics Management from the Air Force Institute of Technology. He is certified DAWIA Level III in Contracting, DAWIA Level II in Program Management, and is a certified Project Management Professional (PMP).
Mr. Katz also currently serves on the Board of Directors for Cody’s Crew Foundation, a 501(c)(3) organization dedicated to finding a cure for Neuroblastoma, a deadly form of childhood cancer.
Director, Infrastructure Support Services
The Boeing Company
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.
Senior Vice President, Merchandising & Marketing
Orchard Supply Hardware/Lowe’s Companies, Inc.
Lara Lee joined Lowe’s as senior vice president, customer experience design in 2013, and is responsible for translating business strategies into integrated, multi-channel experiences that deliver value to home improvement customers and to Lowe’s. Named a “Master of Innovation” by BusinessWeek in 2006, Lee has driven customer-centric business transformation for more than 20 years. She served most recently as chief innovation and operating officer at global design and innovation firm Continuum. Lee also spent 15 years at Harley-Davidson, building the international business, launching new ventures and running a division that designed and monetized customer experiences. Lee holds a bachelor’s degree in Chinese language from Brown University, a master’s degree in international affairs from the University of Pennsylvania and an MBA in multinational management from The Wharton School.
Vice President Of Customer Success
Mr. Steve Massey is the Vice President of Customer Success for Vocera, a leader in secure communications. In this role he has oversight for the deployment, support, and account management activities.
Prior to Vocera, Mr. Massey spent over thirty years in the healthcare technology and services arena. He was with McKesson for eighteen years where he held several positions. Initially joining the organization as a Director in the Outsourcing Group, he went on to later lead that group as well as provide leadership in the areas of Customer Management, Services and Support. He joined McKesson through an outsourcing relationship with the Hospital for Sick Children where he served as the Chief Informations Officer.
Mr. Massey also enjoys instructing new students and has taught for several years at Chesapeake College in Wye Mills, Maryland. He lives in Easton, Maryland with his wife and four dogs.
EVP, Chief Client Officer
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 Executive Vice President and Chief Client Officer, Rick is responsible for leading the distribution and client engagement strategies across The Co-operators group of companies. He is also responsible for agency management, region operations, call centre operations, marketing 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 “put the lives of others before her own.” Rick lives these values. He is past Chair of the London/Middlesex and past Volunteer Chair of the Guelph/ Wellington United Ways. He is currently on the boards of the Guelph/Wellington United Way and the Centre for Services Leadership out of Arizona State University.
Director, Proactive Support Offering Development & Delivery
John McDonald joined Allscripts in 2015 and is the Director of Proactive Service Offering development and delivery. In his current capacity, John is responsible for new offering development, service delivery operations and P&L management for a comprehensive suite of Healthcare IT Services supporting over 4,000 clients across the United States and Canada.
Prior to joining Allscripts, John held several executive positions with Lenovo’s global service and support organization leading service operations in Latin America, EMEA (Europe, Middle East and Africa) and the United States. While leading the EMEA service delivery operations, John served as an expat living in Bratislava, Slovakia from 2012-2014. In John’s Lenovo global service and support role, he lead numerous CSAT and cost reduction initiatives resulting in over $25M in annual savings and a 10% improvement in CSAT. In his global role John collaborated with, and traveled to, support operations teams across the globe notably in China, Japan, Australia and all major countries in Latin America and EMEA.
Prior to joining Lenovo, John worked at IBM for 17 years in a variety of senior level project management and services leadership positions.
When not working, you will find John spending time with his wife and daughter. He likes golf (but will admit is he terrible at it), boating, and loves to play tennis. Another passion is spending time at classic car events showing off his restored 1969 Ford Mustang.
David J. McIntyre, Jr.
President and Chief Executive Officer
TriWest Healthcare Alliance
David J. McIntyre, Jr., is President and CEO of TriWest Healthcare Alliance. In 1996, Mr. McIntyre co-founded TriWest Healthcare Alliance and has since led the corporation, which is working to ensure that Veterans in roughly half the nation have access to high-quality health care when it is unable to be provided directly by VA. Mr. McIntyre has more than 30 years of experience, success and accomplishments in national health care policy development, business development and leadership in both government and the private sector. Mr. McIntyre has a bachelor’s degree in political science from Seattle Pacific University, a master’s degree in administrative sciences (with an emphasis in management and health policy/administration) from Johns Hopkins University, and he participated in the Executive Education Program for Senior Government Managers at Harvard University. In addition to leading TriWest Healthcare Alliance, he serves on a number of non-profit boards, including the Congressional Medal of Honor Foundation Board of Directors and the Fisher House Foundation Board of Trustees.
Senior Vice President & President, Americas Lab & Distribution Svcs
VWR International, LLC
Mark McLoughlin is Senior Vice President & President of Americas Labs and Distribution Services for VWR International. In his role, Mark leads all sales, marketing, services and operations for the United States, Canada, Mexico and Puerto Rico.
Mark joined VWR International in September 2008. Prior to his current role, Mark was Senior Vice President of Category Management as well as Senior Vice President of Emerging Businesses, bringing over 30 years of commercial and strategic management experience to his roles.
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.
He graduated from the University of Arizona with a Bachelor of Arts, majoring in Psychology.
Global Director, Customer Support Services
First Solar, Inc.
Timo Moeller is currently the Global Director, Customer Support Services at First Solar. He is responsible for leading the strategic development and execution of the company’s Customer Service strategy. His team is also responsible for all Performance and Warranty Contracts and Negotiations of all First Solar product sales globally, from components to utility scale power plants.
Previously, Timo served in various Product Management and Technical Service roles in First Solar and BASF with 20 years of experience in this sector. He spent the majority of his career in Germany, and moved to the US in 2011 to establish a new regional technical service organization for First Solar.
He has a Degree in Electrical Engineering from the Technical College Worms, Germany and a Degree in Business Management with a focus on Information Management from VWA Mannheim, Germany. He currently resides in Cave Creek, Arizona with his wife.
Founder and Chief Patient Experience Officer
The Real Ratings Group, LLC
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.
Marketing Department Chair
PetSmart Chair in Services Leadership
W. P. Carey School of Business
Amy L. Ostrom is the PetSmart Chair in Services Leadership and Marketing Department Chair at the W. P. Carey School of Business at Arizona State University. She received her Ph.D. from Northwestern University. Her research focuses on issues related to services marketing including customers’ evaluation and adoption of services, customers’ roles in creating service outcomes, and transformative service. Her work has appeared in a number of journals including the Journal of Marketing, the Journal of Consumer Research, and the Journal of Service Research. Ostrom, who was selected as the 2004 Arizona Professor of the Year and the 2007 ASU Parents Association Professor of the Year, has supervised numerous undergraduate Honors theses. She has shared the service blueprinting technique with small start-ups to Fortune 500 companies to help improve their service processes and develop new service offerings.
Senior Vice President
President, Services Solutions Group
John Page is senior vice president, Keysight, and president of the Services Solutions Group.
Page, most recently vice president of Keysight’s business finance organization, has 25 years of financial and corporate leadership, including CEO and founder of a cloud- based computing company as well as CFO and senior management roles at leading semiconductor and electronics firms.
Page joined Hewlett-Packard in 1988 where he served in a variety of finance and operational positions. When Agilent Technologies was spun off from HP, Page helped lead the creation and spinoff of Lumileds as its first CFO. He was also one of the founders and executive staff of Agilent’s Imaging Electronics Division, which he helped lead from inception to over $1B in revenue.
Page served as a member of the executive team at Nanosys from 2010-2014, where he was instrumental in the company’s transition from a technology research powerhouse with over 800 patents into a growing commercial business in the electronics industry.
Page holds an M.B.A. from the Simon School of Business at the University of Rochester, and a B.A. in economics from the University of Rochester.
Vice President, Customer & Product Support
Honeywell Home & Building Technologies
Adrian Paull is Vice President of Customer & Product Support for Honeywell’s Automation & Control Solutions (ACS) business, which is headquartered in Melville, New York., and serves all ACS products and customers.
Paull has 35 years of leadership experience in customer support, business management and business development during his tenure at Honeywell.
Prior to his current role, Paull was vice president of Honeywell Aerospace Customer & Product Support, that included Technical Operations staff, Customer Care, Customer Support Solutions employees and regional staff deployed within three business units and General Aviation market segments.
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 graduate of Honeywell’s Executive Development Program and a Six Sigma Leadership Black Belt, Paull has led Honeywell ACS Customer & Product Support since April 2015.
A native of London, Paull has a bachelor’s degree in systems and control engineering from Buckinghamshire College. He also holds an MBA with an emphasis in Finance. He is a member of the Institute of Incorporated Engineers and the Institute of Electrical and Electronic Engineers. He is on the boards of Orbis International and Arizona State University’s Center for Services Leadership.
Edward W. Petrozelli
The INSIGHT Group, Inc.
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!
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.
Divisional Vice President, Commercial Global Service Operations
Scott Safar is a divisional vice president in the headquarters of Abbott Diagnostics. Abbott is a global health care company devoted to improving life through the development of products and technologies that span the breadth of healthcare. Abbott has a portfolio of leading science-based offerings in diagnostics, medical devices, nutritionals, and branded generic pharmaceuticals. As a senior member of Abbott Diagnostics, Scott is responsible for commercial customer service operations worldwide.
In his current assignment, Scott is responsible for divisional strategy and execution surrounding global service selling, service expenses, customer experience, client loyalty and retention of base business worldwide.
Scott has been in industry 22 years and has functional managerial experience in R&D, quality, commercial sales, and customer service operations. Scott was a key R&D manager during the launch of the Abbott Architect, a flagship product line within the in vitro diagnostics industry. During his tenure as senior director systems R&D and global service at Abbott Molecular, he led the on-time launch for all major platforms, including the m2000 real-time PCR RNA/DNA device. He has started-up global service organizations and driven service sales as a business. In addition, he has a proven track record of significantly improving cost profile of mature service organizations while in parallel raising customer delivery and loyalty levels. Scott is named on sixteen patents and was recipient of the Chicago Sun Times Innovation Award.
Scott holds an M.B.A. from DePaul University and a B.S. in Mechanical Engineering from Marquette University. He is a member of the American Society of Mechanical Engineers, Advisory Board Member at the W. P. Carey School of Business, Arizona State University, is a marathon finisher, and a licensed private pilot.
Vice President, Customer Care
Lee Scanzano is vice president of customer care for Cox Communications. She is responsible for all facets of the customer care department and leads one of Cox’s Centers of Excellence located in Phoenix.
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 is pursuing a career in Public Relations.
Co-Founder, Chief Analytics Officer
Vice President and General Manager, Global Commercial Payments
Julie is the Vice President and General Manager in the Global Commercial Payments organization at American Express. Global Commercial Payments is devoted to serving small, mid-size, large and global companies around the world. As the VP/GM of the US Client Group, Julie is responsible for phone-based commercial acquisition and account development for US small and mid-size businesses.
She joined American Express in 2007 and has worked in four AMEX business units – Business Travel, Global Business Services, World Service and Global Commercial Payments in a variety of leadership positions in consulting, sales, account development, business transformation, re-engineering and servicing. Prior to AMEX, Julie worked for 10-years at Intel Corporation in operations, human resources, and supply chain management.
Julie currently sits on the Board of Directors for Fresh Start Women’s Foundation in Phoenix, a nonprofit organization that provides education, resources and support for women to positively transform their lives and strengthen their financial self-sufficiency.
She earned her MBA from Thunderbird School of Global Management and a Bachelor of Arts in Public Relations and Communications from Carroll College in Montana.
Lilia Tuero Fricke
Director, Customer Channels
Lilia Tuero Fricke is currently director, Customer Channels in the Operations Services Organization. Lilia is responsible for leading the strategic development and execution of the company customer service strategy as well as for implementation of company programs and initiatives for several customer channels.
Prior to her current role, Lilia has held various leadership roles within operations and operations services in several LATAM Markets. As part of the regional operations team in LATAM, Lilia was able to set direction for the function, create the structure, and lay a strong foundation for the operations community in that region. Lilia joined Starbucks in 2003 as a barista and has held a variety of roles in the field operations in several markets including Mexico, Chile, Bahamas and Brazil.
Lilia was born and raised in Mexico City and earned her Bachelor of Arts degree in Philosophy and Psychology from California State University.
In her spare time, Lilia loves spending time with her husband Jaime travelling, hiking, and discovering new places in her newly adopted city Seattle.
President & Chief Executive Officer
AAA Arizona, Inc.
Mike Tully joined AAA Arizona in 1998 as the Chief Financial Officer. He currently serves as the company’s President and Chief Executive Officer.
Mike has led the tremendous growth of AAA Arizona over the last 15 years. Under his leadership, AAA’s equity growth has exceeded 800% and has been driven by consistent double digit revenue growth. Market awareness and brand strength for the company and its related products have continued to grow and improve and the company continues to recognize as one of the strongest within the AAA Association in terms of business development efforts and business results. Mike serves on the AAA Accreditation Commission, AAA Public Affairs Committee, and the AAA Traffic Safety Foundation Board. Mike is also the Chairman of Club Software Solutions, a wholly owned AAA technology firm.
Mike’s strong strategic focus has lead to the rapid expansion of its membership, automotive, financial, insurance, and travel service operations. He helped develop and implement AAA’s automotive buying service and AAA owned auto repair business and was a key driver in the establishment of a holding company with AAA Northern California, which has now expanded to a 22 state region. Mike is the CEO for AAA Arizona and is a member of the leadership team for the holding company.
Prior to joining AAA, Mr. Tully owned an export finance company that arranged structured trade finance transactions for exporters throughout the United States and previously held CFO positions at both Fairchild Data Corporation and PJH Brands, Inc. Mike started his career at Digital Equipment Corporation where he was received Digital’s Financial Excellence Award.
Mike earned his Bachelor of Science degree in Finance in 1987, and a Masters in Business Administration in 1991 both from Arizona State University, and an Advanced Management degree from Harvard Business School. Mike also holds a CPA certification.
Mike is a lifetime member of the Fiesta Bowl Committee. He also serves on the Boards of the Valley of the Sun United Way, the Arizona Chamber of Commerce, and the Arizona State University Center for Services Leadership. He is a member of the Young Presidents’ Organization, YPO Scottsdale Chapter Co-Chairman, Greater Phoenix Leadership and the President’s Club for ASU.
He is a past Chairman of the Board for Make-A-Wish Foundation of Arizona and past Board Member for the Boys and Girls Club of America, Greater Phoenix Economic Council, OpenTech Alliance, and served on the Finance Advisory Board for Arizona State University and was the past Vice Chairman for Financial Executives International.
AT&T Professor of Services Leadership & Co-Executive Director
Center for Services Leadership
Wolfgang Ulaga is AT&T Professor of Services Leadership & Co-Executive Director, Center for Services Leadership at the W. P. Carey Business School, Arizona State University. He works with business-to-business firms, executives and students around the globe on improving their competencies and skills in Marketing and Sales of B2B Products and Services. His executive education and teaching activities focus on how to create value for (and with) B2B customers, capture value through better pricing, compete through service excellence and create outstanding customer experiences in professional services and industrial goods markets. Over the past 20 years, he has consulted with companies in diverse industries and designed and delivered customized executive programs for corporations in services markets such as energy, global logistics, recycling and waste treatment, retailing, or telecommunications and in industrial goods markets such as aerospace, capital equipment, cables, chemicals, industrial gases, or medical devices.
Wolfgang’s research focuses on how B2B companies compete through value-based marketing and sales. He investigates how firms implement service-growth strategies, manage the change from a product-centric to a service-savvy salesforce, design B2B service portfolios, capture more value through better pricing and value-based selling of services, and develop new service business models in emerging and mature markets.
Wolfgang’s research has been published in leading academic and managerial publications including Harvard Business Review, Journal of Marketing, Journal of the Academy of Marketing Science (JAMS); Journal of Service Research, Journal of Business Research, Industrial Marketing Management, among others. Wolfgang has published multiple cases on customer value management, service growth and business model innovation for B2B firms, such as GE Healthcare India or Michelin Fleet Solutions, among others.
He has won numerous awards, e.g. the 2010 HEC Paris Best Teacher of the Year Award, the 2011 American Marketing Association’s (AMA) Winter Educator’s Conference Overall Best Paper Award, and The Case Center’s Annual Awards for globally best-selling case in Marketing (2015), Top 40 Best-Selling Case Authors (2016), and Case Writing (2016).
Prior to joining ASU, he was on the full-time faculties at IMD Lausanne, HEC School of Management Paris, ESCP-EAP Paris, EDHEC Lille, and the University of Notre Dame, Indiana (Visiting Professor). Before starting his career in academia, he worked in Frankfurt and Paris as a consultant for DML & Associés, an international management consulting firm.
Wolfgang holds a PhD from the University of Paris 1, Pantheon-Sorbonne, a Honorary Doctorate from Turku School of Economics, and defended his Habilitation Thesis (HDR) at the University of Paris, Dauphine.
Chief Sales and Marketing Officer
Warren Weller is the Chief Sales and Marketing Officer at Vixxo, responsible for all aspects of sales, marketing and profitable revenue growth. Mr. Weller helps industry-leading companies tap into the technology, services and products that reduce maintenance costs, improve service quality and increase asset uptime.
Drawing from decades of experience at IBM, Mr. Weller ensures companies understand the tools, solutions and services that Vixxo brings to the marketplace and is sharply focused on client satisfaction, ensuring the needs of Vixxo clients are being exceeded at all times.
Prior to joining Vixxo, Mr. Weller held various leadership positions at IBM, serving as the Vice President, Financial Services and also as Vice President, Mid-Market Services. During his 25+ year tenure, he drove operational excellence and innovation across the organization.
Hailing originally from Johnstown, New York, Mr. Weller holds a Bachelor’s degree in Business Administration and Management from Marist College. He currently resides in Scottsdale, Arizona with his wife and three children.