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CXPA Leadership & Governance

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 Temkin

Co-Founder & Chair, CXPA
Managing Partner, Temkin Group

Bruce Temkin

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 Arturi

Vice Chair, CXPA
Senior Vice President, Customer Experience

Fidelity Investments

Parrish Arturi

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.

Karyn Furstman

Vice Chair, CXPA
Vice President, Customer Experience

Safeco Insurance

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

Brian Andrews

Founder
LoyaltyRocks

Brian Andrews

Brian Andrews is the founder and President of 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). 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. Brian was responsible for ensuring APD delivered extraordinary customer experiences. In 2013, his business unit 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, 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 spent 9 years in management consulting, including Coopers & Lybrand and the American Productivity & Quality Center Consulting Group.

Jim Bampos

Director, Customer Success
Upland Software

Jim Bampos

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 Bliss

Co-Founder, CXPA
President, CustomerBliss

Jeanne Bilss

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."

 

Dan Donovan

Senior Director, Consumer Sales
Universal Orlando Resort

Dan Donovan

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.

Lara Lee

SVP, Customer Experience Design
Lowe's Home Improvement

Lara Lee

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-Biggs

Director, Customer Experience Insights & Advocacy
Symantec Corporation

Desirree Madison-Biggs

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

President
InMoment

Lonnie Mayne

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.

 

Roberta O'Keith

LEAN Six Sigma Master Black Belt - Customer Experience
GE Power & Water - Air Filtration

Roberta O'Keith

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.

 

Donna Peeples

Chief Customer Experience Officer
American International Group (AIG)

Donna Peeples

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.

 

David Shapiro

VP, Member Experience, Medicare & Retirement
UnitedHealth Group

David Shapiro

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

Director of Customer Intelligence
Simplex Grinnell

Karl Sharicz

Karl Sharicz has over thirty years of experience within B2B technology-based 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 expansion.

In leading the overall customer experience initiative for SimplexGrinnell, a business unit of Tyco, Karl manages all sources of incoming customer feedback including a formalized closed-loop customer feedback initiative that he developed from the ground up. Key to this is a series of employee-engagement interventions known as Next Improvement in Customer Experience or NICE Workshops designed to create actions that improve the customer experience developed by the people with first-hand knowledge of what the customer experiences are —front-line personnel. The Customer Experience System that Karl and his team designed and created over the last 10 years is recognized within Tyco as a model for Customer experience across the enterprise—the next steps of which are beginning to take shape.

 

Sara Terry

Vice President, Customer Experience
Brookdale

Sara Terry

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.

 

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