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.
Co-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.
Vice 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.
Vice Chair, CXPA
Vice 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.
2014-2015 Board of Directors
Vice President, Customer Experience
Brian Andrews is the Vice President, Customer Experience Engine at Sprint where he now leads the transformation effort to radically improve the customer experience with the goal of being the clear loyalty leader by 2020. Prior to Sprint, Brian founded LoyaltyRocks, a consulting firm specializing in helping organizations deliver amazing experiences and achieve the highest levels of loyalty to accelerate growth.
He 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). In 2003, Intuit was the first major company to adopt the Net Promoter Score/System (NPS), and Brian was the primary driver in the adoption and application of NPS. Within APD, Brian was responsible for ensuring extraordinary customer experiences. In 2013, APD won Gartner/1to1 Media's top customer experience award and was also one of five companies to receive the Customer Experience Excellence Award from the Temkin Group. 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. He is a frequent speaker at customer experience/loyalty conferences throughout the world.
At Intuit, Brian also 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 earned his graduate and undergraduate degrees from Purdue University. He spent more than 10 years in management consulting, including Coopers & Lybrand, the American Productivity & Quality Center Consulting Group, and LoyaltyRocks.
Vice President, Quality and Customer Advocacy
Jim Bampos is Vice President of Quality and Customer Advocacy at NetApp. Jim has over 25 years of experience in developing and managing enterprise quality, process improvement, and customer experience organizations. Jim’s focus has been on providing leadership in establishing quality methodologies, leading enterprise organizations in adoption of corporate initiatives based on quality and customer requirements, and enabling business growth through continued improvements in quality via a product and customer driven strategy. Jim also leads Customer Advocacy, working with customers to ensure expectations for quality, innovation, and interaction are consistently met. Jim also holds a US Patent for a quality to customer loyalty relationship model, is a founding board member of CXPA, and is an active member of the Quality Executive Board.
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."
Senior Director, Consumer Sales
Universal Orlando Resort
Dan Donovan is the Senior Director of Consumer Sales at Universal Orlando Resort. Dan leads a team of over 100 service professionals who provide advance and in-destination vacation planning and customer service for visitors to Universal Orlando Resort and the surrounding area. Dan has been innovating in the space of hotel Guest Services for over 25 years and has designed training and metrics to ensure that his teams deliver exceptional customer care at all times. Dan’s entire professional career has been spent in hospitality; first with Eastern Airlines, then with an Orlando based tour operator and for the past 17 years with the world class service and entertainment organization of Universal Orlando. He has taken a leadership role in the management of Customer Experience for the Universal Travel Company and has pioneered new products and services to delight Universal customers.
Dan is a former President and Board Member of the International Drive Resort Area Chamber of Commerce and also serves on the Universal Orlando Volunteer Board of Directors. He holds a BA in Business Administration from the University of South Florida and is a Certified Guest Service Professional through the American Hotel & Lodging Association.
SVP, 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.
Customer Experience NPS Programs Director
Desirree Madison-Biggs currently is the Customer Experience NPS Programs Director at AirBnB. 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 AirBnB, 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 has dedicated his entire career to helping companies drive bottom-line results by transforming their way of doing business from the status quo, to a high-performance, customer-centric model.
As president of InMoment, Lonnie is charged with building a people-centered culture with our internal "customers” (our employees), as well as with our clients. His 20+ year professional journey includes running worldwide sales & marketing operations and serving on international boards of directors. The companies he has worked both for and with include some of the largest and most successful brands in a variety of ultra-competitive industries, including retail, food, technology, and sports entertainment.
Lonnie’s expertise in building wildly prosperous, customer-centric organizations is in high demand, and he spends a good portion of his time traveling the globe to consult with C-level executives and speak publicly. He pioneered the Red Shoes Experience concept and uses that platform to inspire others to create and deliver authentic, memorable relationships. Lonnie’s laser focus on the customer is driven by decades of experience and a deep belief that centering business around human beings is what drives good companies to become great.
LEAN 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.
Chief Customer Experience Officer
American International Group (AIG)
As global Chief Customer Experience Officer, Donna Peeples is an accomplished senior executive with extensive P&L and operational responsibility who has delivered verifiable results in a variety of industries and global markets. Peeples is a versatile strategist who combines her keen market sense and strong orientation in top line growth and negotiations with her experience, entrepreneurial spirit, business acumen and an intense focus on the customer to transform innovative ideas into profits. A master communicator, Peeples works to define business objectives and articulate the corporate vision in a way that inspires imagination and compels action throughout the organization. Whether managing cost, influencing the top line or creating vibrant and productive partnerships, her focus is on blending business strategy with creativity – touching the heart and moving the mind – the result is: true paradigm shifts, sustainable change and the achievement of overall business objectives.
Before joining AIG, Peeples held various leadership positions at AGL Resources, Optimum Energy Sources, Peachtree Natural Gas, Shell Energy, Lennox Industries and United Guaranty. Peeples founded Motivated, Inc., a contract sales and sales training company, in 1996.
VP, 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.
Karl Sharicz, CCXP, EdM
Karl offers over thirty years of skills and experiences gained in high-tech research and manufacturing B2B environments along with proven business acumen. Throughout his career he has held a broad range of positions within marketing, sales, training, and training management—developing internal and external customer relationship skills and building a decided customer-centric focus along the way. As a Senior Partner with CX Partners, Karl offers his professional services on a contract basis to organizations looking to start or advance their foray in the fascinating world of Customer Experience Management.
In his former corporate role within Tyco SimplexGrinnell, a leading fire and life-safety provider doing business throughout North America, Karl served as Customer Experience Lead where and his team focused on driving those elements of the customer relationship and experience that increased customer satisfaction, reduced customer churn, and increased customer lifetime value.
Karl is steeped in the Customer Experience Management discipline, including developing a customer-centric cultures; determining the voice of the customer and deriving insights and understanding; fostering organizational adoption and accountability; creating customer experience strategies, designing approaches that will achieve customer experience excellence; and setting up metrics and measurement systems that help drive organizational return on investment.
Through his knowledge of adult education and learning styles plus prior experiences as a director of training, he offers additional skills in developing structured learning environments. During his tenure at Tyco for example, Karl developed the Next Improvement in Customer Experience (NICE) Workshop concept that has been in operation throughout the organization since 2010 and driving new levels of customer focus and customer retention. He has developed certification programs for professional services teams, and was a certified consultative sales trainer and coach.
Karl holds a Master’s degree in Education from Boston University. He currently serves on the Board of Directors of the Customer Experience Professionals Association (CXPA) and is on several key CXPA committees. He also served in past leadership positions within the American Society for Training and Development (ASTD). Karl runs blog called The CX Chronicle http://kesghr.blogspot.com and is well published—the two most recent articles of which appeared within two prominent CEM journals. In addition to his professional CX persona, Karl doubles as a singer-songwriter and musician and has recorded two CDs of his original music to date.
Vice President, Customer Experience
Sara Terry, Brookdale’s vice president of Customer Experience, has been serving older adults and those who support them, for more than 30 years. She is known as a passionate pioneer of changing the perception and experience of aging. Sara has accumulated her in-depth knowledge through serving in a variety of roles including operations, health and wellness, sales and marketing. She joined Brookdale in 2003, supporting the experience of Brookdale’s Optimum Life® philosophy, Resident Programs, and marketing solutions. Since 2013, her additional area of focus has been on the total Customer Experience for Brookdale, supporting an optimal customer experience for each of our residents and their families. She is certified in Customer Experience by Medallia.
Sara earned a bachelor’s of science degree in health and physical education from the University of Wisconsin-Platteville. She is an Executive Board member of Glamour Gals, a non-profit organization whose mission is to inspire and organize teen volunteers to provide ongoing companionship and complimentary beauty makeovers to women living in senior living communities. She is also a member of International Council on Active Aging® and is a national team coordinator for the Walk to End Alzheimer’s®. Sara has a strong commitment to supporting the next generation of senior living professionals and serves as a mentor, as well as a visiting instructor, at Cornell University.