CXPA – a non-profit 501(c)6 organization incorporated in Delaware is governed by a Board of Directors drawn from its membership and led by a team of pioneer visionaries in the customer experience field.
Bruce TemkinCo-Founder & Chair, CXPA
Managing Partner, Temkin Group
Bruce is widely viewed as a leading expert in how large organizations build differentiation with customer experience. He has worked with hundreds of large organizations on the business strategies, operational processes, organizational structures, leadership, and culture required to create and sustain superior customer relationships.
During his 12 years with Forrester Research, Bruce led the company's B2B, financial services, and customer experience practices. As a Vice President & Principal Analyst, he was the most-read analyst for 13 consecutive quarters and was one of the most highly demanded consultants and speakers in the industry. Bruce authored many of Forrester's most popular research reports, including "Experience-Based Differentiation" and "The Customer Experience Journey." He is also the creator of Forrester's "Voice of the Customer Award" and Forrester's "Customer Experience Index." Bruce led the creation and updating of many of Forrester's customer experience evaluation methodologies and training workshops.
After leaving Forrester, Bruce founded the Temkin Group, a research and consulting firm. As the Managing Partner, he consults for leading global companies, is a keynote speaker at top industry events, researches customer experience trends, and is the author of Customer Experience Matters – one of the most popular blogs on customer experience. He is also the creator of the "Temkin Experience Index" which rates the customer experience of 100+ large organizations.
Parrish ArturiVice Chair, CXPA
Senior Vice President, Customer Experience
Parrish Arturi is the Senior Vice President, Customer Experience for Fidelity Personal and Workplace Investing (PWI), a unit of Fidelity Investments. He leads the development and execution of the strategy, programs and functions designed to drive customer loyalty and satisfaction across channels, segments and products in pursuit of Fidelity's vision of delivering the best customer experience in the financial services industry.
Prior to this role, Parrish was Senior Vice President, Internet and Mobile Channels for PWI.
His responsibilities included digital strategy, experience and management of PWI's online, mobile and desktop channels, including Fidelity's primary consumer web destinations.
Prior to joining Fidelity in 2004, Parrish worked for Wachovia. He was responsible for leading and building various areas of the eCommerce division, including online banking, brokerage and bill payment, online marketing, business development and interactive design. Previously, he worked as a managing director at Signet Bank, developing Signet's information-based strategy, including the launch of one of the nation's first Internet banking offerings. Parrish began his career at CUC International.
Parrish holds a BA in Economics from Wake Forest University and a MBA from Wake Forest University's Babcock Graduate School of Management.
2013-2014 Board of Directors
Jerry AdrianoExecutive Vice President, SATMAP
Jerry Adriano is responsible for ensuring that Sprint consistently delivers a customer experience that cultivates loyalty and advocacy. Additionally, Jerry leads a team that manages more than 4,000 representatives handling inbound and outbound telephone sales, order management, on-line chat and execution of base management outreach. According to the 2012 American Customer Satisfaction Institute (ACSI) study, Sprint is #1 among all national carriers and most improved in customer satisfaction, across all 47 industries, over the last four years.
Prior to assuming this role, Adriano was VP of Merger Integration responsible for synergy projects and integration activity for Sprint's Consumer business unit. Adriano joined Sprint in 1992 and has served in a variety of roles in Finance, Sales and Product Management.
Adriano received his undergraduate degree from Yale University and his MBA from Columbia University. He resides in Leawood, Kansas, with his wife and four children.
Brian AndrewsSenior Executive
Brian Andrews is a senior executive with more than 20 transformational years experience in the customer experience space. Brian was the Vice President, Customer Experience & Business Excellence for Intuit's Accounting Professionals Division (APD). Intuit was the first major company to adopt the Net Promoter System (NPS) in 2003 and Brian was the primary driver in the adoption and application of NPS while at Intuit. Among his responsibilities, Brian was responsible for ensuring APD delivered extraordinary customer experiences. He was Intuit's representative on Bain's NPS Loyalty Forum and provided guidance to the CEO staff. His work has been highlighted in numerous books, including The Ultimate Question 2.0, and he is a frequent speaker at customer experience/loyalty conferences throughout the world.
Prior to his current role, Brian led Product Management, dramatically improving the NPS and achieving the highest ever levels of customer retention. Brian won Intuit's Scott Cook Innovation Award in 2006 and 2008. He also was awarded a CEO Leadership Award in 2007. His innovative work was also recognized in key industry publications, Time and BusinessWeek. Prior to Intuit, Brian played a senior leadership role in Quality & Customer Satisfaction for Compaq/Hewlett-Packard within the Commercial Desktop Division and Global Accounts.
Brian received his graduate and undergraduate degrees from Purdue University. He also spent 9 years in management consulting, including Coopers & Lybrand and the American Productivity & Quality Center Consulting Group.
Jim BamposDirector, Customer Success
Jim has over 25 years of experience developing and managing customer success, customer experience, quality, and process improvement organizations. Jim’s focus has been on providing leadership in establishing customer focused improvements models, quality and loyalty methodologies, and leading enterprise organizations in adoption of corporate initiatives based on customer requirements and expectations. Upland’s Customer Success program is the company-wide commitment to excellence through customer collaboration and continuous improvement. Recently, Jim championed a comprehensive customer quality program, by leveraging analytics to improve the speed and quality of decisions, turning insights into both actions and measurable outcomes that drive higher performance. Jim is a founding board member of Customer Experience Professionals Association and a member of the Quality Executive Board.
Jeanne BlissCo-Founder, CXPA
As the customer leadership executive for five large U.S. market leaders, Jeanne fought valiantly to get the customer on the strategic agenda, redirecting priorities and creating transformational changes to the brands' customer experience.
At Lands' End, Inc. she reported to the company's founder as leader for the Lands' End customer experience. She was Senior Vice President of Franchise Services for Coldwell Banker Corporation. Jeanne served Allstate Corporation as Vice President of Customer Loyalty & Retention. She was Microsoft Corporation's General Manager of Worldwide Customer & Partner Loyalty. At Mazda Motor of America she initiated the brand's retention effort.
After 25 years as the customer experience executive in five major US corporations, Jeanne founded CustomerBliss in order to create clarity and an actionable path for driving profitability through customer focus. Jeanne helps companies transform their thinking by bringing the silo-based operations together to understand the customer perspective. She helps gain consensus on the desired customer experience and required hand-offs for optimum performance. And she coaches leaders to unite their culture by overcoming the issues creating a chasm between themselves and their customers.
Her two best-selling books are "Chief Customer Officer: Getting Past Lip Service to Passionate Action," and "I Love You More than My Dog: Five Decisions that Drive Extreme Customer Loyalty in Good Times and Bad."
Adam Edmunds is founder of Allegiance, Inc. Allegiance helps organizations reduce churn by automating and optimizing their customer experience programs. Allegiance was ranked #58 on the Inc. 500 list, serves more than 400 organizations around the world, and employees over 100 people with offices in Salt Lake City, UT and Austin, TX. While finishing college, Edmunds founded his first company, an ethics and compliance software company called SilentWhistle, which was acquired by Global Compliance in 2009. He created Allegiance, Inc. in 2009 after acquiring and merging Allegiance Technologies and Inquisite. Edmunds has received numerous entrepreneurial awards, including both Utah Business Magazine's and Digital IQ's 40 Under 40 lists, Ernst & Young Entrepreneur of the Year Finalist, and BYU Entrepreneur of the Year. He holds a Master's in Accounting from BYU, and is married with three sons.
Karyn FurstmanVice President, Customer Experience
Karyn is a results proven P&L executive with 25 years experience in senior leadership roles in marketing, brand management, advertising, product management, customer experience and CRM in retail and financial services. She is currently Vice President, Customer Experience at Safeco Insurance.
Prior to joining Safeco Insurance, Karyn was the Chief Customer Officer/Customer Experience Executive at Washington Mutual, where she was responsible for development and execution of the overall strategy. Karyn and her team improved quality and consistency of the customer experience while driving satisfaction and loyalty to further the brand positioning and delight the customer.
As Senior Vice President, Marketing Director for JPMorgan Chase, Karyn oversaw the Washington Mutual Customer Communications transition team. Karyn was also a Senior Vice President with Bank of America for over ten years in a variety of positions including sales support, product management, marketing communications and technology strategy.
Karyn serves on a number of national and regional boards, both business and non-profit including the Freedom Writers Foundation and Bellevue School Foundation.
Lara LeeSVP, Customer Experience Design
Lowe's Home Improvement
Lara Lee joined Lowe's as SVP, 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.
As a corporate executive, consultant, and leader of innovation and design firms, Lee has helped brands such as American Express, FedEx and Harley-Davidson develop customer devotion and grow business through compelling experiences. Most recently, Lee served as chief innovation and operating officer at global consulting firm Continuum. Earlier, she 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 M.B.A. in multinational management from The Wharton School.
Desirree Madison-BiggsDirector, Customer Experience Insights & Advocacy
Desirree Madison-Biggs currently is the Director of Customer Experience Insight & Advocacy at Symantec where she is responsible for create a customer experience programs that drive improvement efforts globally and cross functionally. With experience in running customer loyalty programs in the high tech industry for over 15 years, she has led her team in the building of world-class voice of the customer and communication programs that deliver actionable customer insight and enable employees to drive increased loyalty. She directs the global Net Promoter program for all three customer segments, business, consumer and partner.
Prior to coming to Symantec, Desirree ran the Customer Loyalty Program at Business Objects and spent 10 years running sales and account management teams for start-up companies in the Silicon Valley. She began her career in business in Human Resources at Xerox Corporation. Prior to her career in business she worked with juvenile delinquents and their families.
Desirree graduated from George Fox University with a B.S. degree in Social Work and minor in Business.
Lonnie Mayne has more than 23 years of executive-level experience.
He leads the customer experience team at Mindshare Technologies, including marketing, sales, and client advisors.
Lonnie's earliest years in the workforce taught him that simple attentiveness and human kindness are as powerful in the business world as they are anywhere else. Throughout his career, Lonnie has helped translate these guiding principles into steady customer loyalty and consistent financial success for companies like McDonald's, Brooks Brothers, Firestone, Lord & Taylor, Arby's, Hertz, Tony Roma's, and many other top brands.
When Lonnie first joined Mindshare Technologies in 2006, he held the position of executive vice president of sales & account management. Today, he acts as Mindshare's chief experience officer (CXO), championing the Sample Size of One™ approach that sets Mindshare apart.
Before joining Mindshare, Lonnie was vice president of special & emerging markets for the Affinia Group in Ann Arbor, Michigan. There, he created high-performance sales teams and set the strategic direction for three operating divisions: heavy duty, retail, and the Affinia Motorsports/NASCAR program. These divisions included brands like; Amazon.com, O'Reilly's, Auto Zone, and Joe Gibb's Racing.
His career at Affinia followed a successful tenure at No.1 International, where he began as VP of sales and finished as president of the factory engineering group and a member of the board of directors. There, his teams partnered with the most respected customers in the industry, helping them to increase sales and profitability. Lonnie joined No. 1 International from Timken Bearing Co. in Canton, Ohio, where he was national sales manager.
In 2012, Lonnie created the Red Shoes Experience, a customer-experience movement that focuses on the simple and powerful nature of empathetic human service delivered on the front lines of business.
Roberta O'KeithLEAN Six Sigma Master Black Belt - Customer Experience
GE Power & Water - Air Filtration
Ms. O'Keith brings over 20 years of marketing, business development, and business process improvement expertise to your organization. Her diverse industry experience spans from life and health insurance, consumer financial service products, to manufacturing air filtration products for the power, cement, pharmaceutical and food processing industries.
Her credentials include a LEAN Six Sigma Black Belt from GE and the first Voice of Customer Professional certification from Allegiance. She is also a certified Six Sigma instructor within GE and continues to mentor other GE employees in successfully gaining their Green Belt certifications. She is also currently pursuing her certification as a professional business coach specializing in improving small to mid-sized businesses customer experience.
She has been with GE for over 12 years and throughout her tenure she has led and executed many customer segmentation and VOC projects including competitive and market assessments for various NPI programs. She has also built customer touch point strategies, defined and implemented customer experience programs and established Loyalty KPI's. Included in her current scope are the reporting, monitoring, and execution of driving business process improvements identified through feedback from the Net Promoter Score program.
Her educational background includes an MBA with a Management Consulting concentration from Benedictine University ('01), Lisle, Illinois and a BA from Western Illinois University ('93), Macomb, Illinois. She is also alum of the Greater Missouri Leadership Challenge class of 2010.
As a Voice of Customer (VOC) professional and expert, Ms. O'Keith leads customer experience programs to capture, manage and analyze customer feedback from multiple channels to uncover insights that can be acted upon to help drive business process improvements, overall customer satisfaction and loyalty, and help an organization focus on growth areas that can ultimately affect company revenues.
David ShapiroVP, Member Experience, Medicare & Retirement
David Shapiro is vice president of member experience for UnitedHealthcare Medicare & Retirement, the nation's largest business dedicated to the health and well-being needs of seniors and other Medicare beneficiaries. In this role, he is responsible for developing, implementing and measuring the success of an integrated, cross-functional strategies designed to drive consistency in how UnitedHealthcare serves its Medicare members. Working collaboratively across all member touch-points, his team sets the strategic direction and helps the organization understand the needs of the Medicare beneficiary to create a member-centric culture. Shapiro joined UnitedHealthcare in 2005 and has held various roles from telesales to member operations but has always focused on driving operational strategies and improvements across the business.
Prior to joining UnitedHealthcare, Shapiro spent 12 years consulting with Accenture in the area of customer relationship management. While at Accenture, he worked with numerous Fortune 500 companies to develop strategies and implement consumer-facing solutions to improve upon the customer experience, while driving growth and efficiencies to the bottom line. He also helped start a contact center transformation practice as well as developed patented processes designed to drive differentiated insights and deliver them to the channels at the time of interaction with customers.
Director of Customer Intelligence
Karl Sharicz has over thirty years of experience within high-tech research and manufacturing environments. Throughout his career he has held a wide range of positions within marketing, sales, training, and management—developing significant customer skills and building a decidedly customer-centric focus along the way.
In his current role within SimplexGrinnell, a fire and life-safety provider doing business throughout North America, Karl and his team focus on identifying those elements of the customer relationship and experience that drive top-line revenues for new product growth and contract renewals for existing services business.
In leading the overall customer loyalty and advocacy initiative for SimplexGrinnell, a business unit of Tyco International, Karl manages all sources of incoming customer feedback including a formalized customer feedback initiative that he developed from the ground up. A key element of this initiative is a branded version of NPS called Net Customer Advocacy.
Karl and his team also analyze customer feedback for both acute and systemic trends. For acute customer issues, he developed a short-term recovery process known as the Customer Action Management System.
Bob ThompsonCEO, Editor-in-Chief
Bob Thompson is founder and CEO of CustomerThink Corporation, an independent research and publishing firm specializing in customer-centric business management. He is also founder and Editor-in-Chief of CustomerThink.com, the world's largest online community dedicated to helping business leaders develop and implement customer-centric business strategies. He is a popular keynote speaker at conferences worldwide.
Since 1998, Mr. Thompson has researched and shaped leading industry trends, including partner relationship management, customer value networks, CRM best practices, customer experience management and social business. In 2000, he launched the online community CRMGuru.com, which was renamed to CustomerThink.com in 2007. The website currently serves over 100,000 visitors each month with thought-leadership content on Customer-centric Leadership, Customer Experience Management, Digital Marketing, Social Business and more.
Mr. Thompson is co-author of The Blueprint to CRM Success and author of Customer Experience Management: A Winning Business Strategy for a Flat World – a report on the world's first global CEM study in 2006. He has written dozens of articles, white papers, e-books and reports on all facets of customer-centric business. In 2013, his book on Customer-Centric Business Management will be published, revealing the five habits of top-performing companies based on 15 years of research.
Throughout his career, Mr. Thompson has advised companies on the strategic use of information technology to solve business problems and gain a competitive advantage. Before starting his firm, Mr. Thompson had 15 years of experience in the IT industry, including positions as Business Unit Executive and IT Strategy Consultant at IBM. He also served as general manager of a fast-growing technology firm.