Global Head of Business Development, Amadeus Loyalty,
Amadeus IT Group,Zurich, Switzerland.
Co-Director of Asian Centre for Branding & Marketing
Chair Professor of Marketing
Vice President & Head -Institutional Business
Aditya Birla Finance Ltd, Mumbai, India
Professor and Director,MENA COLLEGE OF MANAGEMENT
Dubai, United Arab Emirates
Prof. Director, University of Groningen Business
Peter C. Verhoef is Professor of Marketing at the Department of Marketing, Faculty of Economics and Business, University of Groningen, The Netherlands. He also holds a visiting position as professor at University of St. Gallen. He is the director of the University of Groningen Business School (UGBS). He obtained his Ph.D. in 2001 at the School of Economics, Erasmus University Rotterdam, The Netherlands. His research interests concern customer management, customer loyalty, multi-channel issues, category management, and buying behavior of organic products. He has extensively published on these topics. His publications have appeared in journals, such as Journal of Marketing, Journal of Marketing Research, Marketing Science, International Journal of Research in Marketing, Harvard Business Review, Marketing Letters, Journal of Consumer Psychology, Journal of the Academy of Marketing Science, and Journal of Retailing. His work has been awarded with the Donald R. Lehmann award for the best dissertation based article in the Journal of Marketing and Journal of Marketing Research in 2003, the Harald M. Maynard Award for the best paper published in Journal of Marketing, and the Sheth Award for long-term impact of the Journal of Marketing in 2013. He is currently an editorial board member of the Journal of Marketing, Journal of Marketing Research, Marketing Science, Journal of Retailing, Journal of Service Research and the Journal of Interactive Marketing. He functions as an area editor for Journal of Marketing Research and Marketing Science. He is a senior editor of the International Journal of Research in Marketing. He has extensive teaching experience for undergraduate, graduate and Ph.D. students. He is also involved in executive teaching on customer management and MBA programs, at DTU Copenhagen and BI Norwegian Business School. He is the founder of the Customer Insights Center, University of Groningen. He is department chair of the marketing department. He currently is also academic trustee of the Marketing Science Institute in Boston (www.msi.org).
He is about to publish a new book on big data analytics in marketing in 2016: www.bigdatasmartmarketing.com
Co-Founder & CEO
iCRM(Institute for Customer Relationship Management)
Atul Parvatyar is a recognized thought-leader and a practising marketing academic, consultant, `intellectual property developer and technopreneur. His areas of expertise and experience are in customer relationship management (CRM), relationship marketing, market research and customer behavior, digital marketing, creative technologies, big data analytics and global business strategies. He is the founder Director of iCRM, a premier knowledge company that provides a spectrum of CRM (Customer Relationship Management) services from strategy to implementation. He is committed to helping organizations in becoming more productive and profitable through effective and efficient relationship strategies, programs and processes. Atul is very strategic thought partner and as a consultant to business, he provides great insight and value. His incredible and highly recognised research has been dedicated to advancing knowledge and practice of relationship marketing & CRM. ICRM and its development center in Malaysia has been accorded the prestigious Multi-Media Super-corridor Company (MSC) Status. The company has offices in USA, India, Malaysia, and UK.
Customer Engagement Manager
SAP Ariba, Greater Atlanta
Joan is a passionate Certified Customer Experience Professional (CCXP) and experienced Customer Experience and Organizational Change Leader. She has 25+ years of customer focused business transformation experience with brands such as AIG and Aetna. Joan believes that brands must obsessively serve both their customers and employees to survive and thrive.
Joan has extensively worked with corporate leadership in crafting and implementing success strategies by aligning teams around business goals that have the customer at the core. She is an effective collaborative leader who has been repeatedly tapped by Fortune 500 companies such as AIG to play a key role in ensuring customer success and change initiatives meet objectives on time and on budget.
Across various organizations, she has demonstrated ability in product launch, customer success, turn around, crisis management, and disruptive environments. She excels in demanding, turbulent arenas as well as steady growth arenas based on strong people engagement skills, experience and strategies.
As a Certified Customer Experience Professional, Joan is frequently called upon to speak at conferences and to lead learning events.
Dean, The University of Waikato,
Hamilton NZ, Hamilton, New Zealand
Tim is the Dean, Waikato Management School, New Zealand. He has a PhD in strategic management from the Australian Graduate School of Management (AGSM) and is currently engaged in pioneering research where he has been awarded over $4 million in research funding by the Australian Research Council, DHL, Ports Australia and BlueScope Steel. Tim has published in leading journals such as J. Operations Management, California Management Review, J. of Business Research, J. of Information Technology, Interfaces, J. of Supply Chain Management, MISQ Executive, andJ. of the AIS. Tim has more than 15 years industry experience, having worked as a senior project manager within private consultancy, government and higher education.
The University of Sydney
After completing MBA and PhD degrees at Cranfield University, UK, Pennie taught on many Master’s and Executive short courses. On moving to the University of Sydney in 2007, she designed and has led the Master of Marketing program as well as developing and teaching the marketing curriculum for the MBA program. Her research has focused on studying aspects of managing customer relationships, with particular emphasis on the internal market. Recently, she has concentrated on studies within the health care industry, in particular leading a major health care project that considers co-creation of value in this complex context. She has published in academic and practitioner journals including the Journal of Marketing, Journal of the Academy of Marketing Science, European Journal of Marketing, Journal of Business Research, Industrial Marketing Management and the Journal of Marketing Management, as well as writing a number of teaching case studies.
Before joining academia, Pennie worked for many years in industry. She started as an entrepreneur establishing a trading company with offices in Hong Kong, Taiwan and South Korea. She then moved to the USA where she was Managing Director of a sales and distribution company in California. Later, she became Marketing Director of the largest conservation charity in the UK. She is a Fellow of the Chartered Institute of Marketing and a Fellow of the Royal Society of Arts.
Managing Director & Fund Manager,
YourNest Venture Capital, Gurgaon, India
Sunil K Goyal currently runs YourNest Angel Fund, an early stage venture fund he conceptualized and founded in 2011. Prior to this Sunil has won recognition for playing instrumental roles in well-known business like Bharti Group & Dabur. Sunil is a former member of TiE, Indian Angel Network & Mumbai Angels. His passion for early stage ventures has led him to invest in 9 start-ups on his own, before he set-up YourNest. YourNest leads investment in startups around the theme of Digital India. Sunil got 2 global exits – ZipDial to Twitter & Vuclip to PCCW.
Professor of Marketing at UNSW
Adrian Payne is Professor of Marketing at the University of New South Wales. He is a frequent keynote speaker at public and in-company seminars and conferences around the world. He has practical experience in marketing, market research, corporate planning and general management. His previous appointments include positions as Chief Executive for a manufacturing company and he has also held senior company appointments in strategic planning and marketing. He has worked widely in the IT, financial services professional services, telecoms, and utilities sectors He has also worked with many manufacturing firms and government departments.
He has a long term interest in writing about and in assisting companies with their CRM initiatives. His article “A Strategic Framework for Customer Relationship Management” was Winner of the 2014 Sheth Foundation/Journal of Marketing Award, which honors the best article published in the Journal of Marketing that has made long term contribution to the field of marketing. His books on CRM include: Strategic Customer Management: Integrating CRM and Relationship Marketing, Cambridge University Press, 2013; and The Handbook of CRM, Elsevier Butterworth Heinemann, 2006.
He is an author of twelve other books, including the first text to be published on Relationship Marketing. His research has appeared in a wide range of journals, including the Journal of Marketing, Journal of the Academy of Marketing Science, Industrial Marketing Management, Marketing Theory, European Journal of Marketing, British Journal of Management, Journal of Strategic Marketing, International Journal of Bank Marketing, Australasian Journal of Marketing, Journal of International Business Studies, Long Range Planning, Scandinavian Journal of Management, Decision Marketing, Australian Psychologist, European Management Journal, Human Relations, Business Horizons, Journal of General Management, Journal of Business Strategy, Journal of Management Consulting, etc.
He specialises in using executive education to create strategic change in organisations. He has run many in-company workshops and executive programmes in CRM, Marketing Strategy, Customer Retention and Services Marketing, and has lectured at over twenty leading academic institutions around the world including: Darden School, University of Virginia; Northwestern University; INSEAD; IMD; London Business School; Oxford University; and Cambridge University.
Area Transformation and Strategy Lead
Prior to KPMG, Rachna was with PwC where she was part of the Global Chairman’s 500 and also on the Board of PwC, India. She was identified as an Emerging Leader globally in her first year of Partnership. She led the Retail & Consumer industry at PwC and was also the Innovation Leader. Rachna was instrumental in setting up the Customer Impact Consulting practice for PwC.
Her personal journey with Digital started in 2002 when she helped a company floated by two metal giants set up one of the first reverse auction business in India. She was later responsible for helping create the backbone for one of the first radio cab player in India. Her experience with Digital pans across areas like strategy, brand, omni-channel, sales, after sales and customer experience. Her clients in this area include mjunction, Meru, Microsoft, Star, Kuoni, Thomas Cook, Aditya Birla, Kent RO etc.
Rachna started her career working in the area of technology and was later instrumental in setting up the business for MS Dynamics, IT Effectiveness and Customer Impact Consulting in PwC. During this time she also led the Retail & Consumer industry helping her organization build thought leadership, solutions including around Digital, IPs and Assets for the industry.
Rachna has created and lead a number of courses and trainings on Leadership and project management. She has been part of number of industry bodies including FICCI, CII, ASSOCHAM etc.
Customer Experience Professionals Association, Dallas,Texas
Diane has over 25 years of building and growing Customer and Employee focus. Most recently at AT&T, she ledCustomer Experience strategy by transforming customer and associate engagement. In 2011, she founded Customer Experience Catalysts as a consultancy and thought leader for organizations who were launching or progressing their CX frameworks. She also developed and led Customer Engagement at Sysco Foods Corporation.
Diane holds an M.S. in Psychology and an M.B.A. She is a Certified Customer Experience Professional (CCXP) and also holds NPS, VoC and CEM certifications. Diane is a founding member and current Chairman of the Board of the Customer Experience Professionals Association and is one of their CX Experts.
With over 25 years of Customer Experience leadership with brands like AT&T and Sysco, Diane has led transformations to embed customer and employee engagement with definable business benefit. She is founder of Customer Experience Catalysts, a customer experience excellence consultancy. She is a Certified Customer Experience Professional, Chairman of the Board of the CXPA, CXPA CX Expert, and NPS, Voice of Customer and Customer Experience Management certified.
Chairman at Customer Strategy Network,
Warwickshire, United Kingdom
A highly respected, industry recognised expert with over 30 years’ experience within the Loyalty/Customer Management Market, with specialist knowledge in all aspects of Loyalty Programmes, including strategy and operations. This has included working across most verticalmarkets including Retail, Finance and Banking, FMCG, Speciality Retailers, Airlines, Telco, FuelRetail and Utilities.
As a leading authority on Loyalty Programme Strategy, Data Analytics, Loyalty Technology and Rewards Management, Mike has worked with several global loyalty programmes to enhance their Customer Value Propositions. Mike is recognised as one of the leading authorities on Coalition Programmes having worked on 10 of the most successful schemes and was part of the due diligence team for American Express before it acquired Loyalty Partner (Germany)
Client portfolio includes Tesco, Aimia (Nectar), American Express, Visa EMEA, MasterCard, BP, Shell, Boots, Morrisons, Avis, Investec, SPG, BA, Virgin Group and EMAAR.
He has benchmarked over 65 global loyalty platforms and has created a database of all the functionalities and capabilities required to run effective programmes. Mike is responsible for creating and managing RFP’s for many global clients.
Mike has a wealth of experience in the design, development and management of B2C and B2B Programmes and regularly runs workshops and lectures in Loyalty Marketing.
An effective communicator with excellent interpersonal skills and a track record of achievement in implementing change successfully and efficiently, based on a thorough understanding of the loyalty industry.
Global Head of Business Development, Amadeus Loyalty,
Amadeus IT Group,Zurich, Switzerland.
Robert Moerland is Executive Vice President at Loyyal Corporation, a loyalty blockchain and smart contract technology company headquartered in New York. Robert is based in Zürich, Switzerland and brings over 15 years of global experience in designing and implementing loyalty programs and innovative solutions for the some of the world’s biggest brand names. He has experience in the hospitality, financial services, telecommunications and airline sectors gained from working at Carlson Marketing (AIMIA), Loylogic, and Engage People
Co-Director of Asian Centre for Branding & Marketing
Chair Professor of Marketing
Co-Director of Asian Centre for Branding & Marketing
Department of Management & Marketing
The Hong Kong Polytechnic University
Prof. Gorn’s research focuses on understanding consumer judgments and attitudes, and the factors that influence them. He addresses two substantive questions of interest to marketers and public policy makers: when and why marketing communications cause consumers to make certain types of inferences, and how to design more effective communication strategies based on this understanding.
He has written articles on the effects of advertising and other types of communications on adults, children, and seniors. Prof. Gorn’s research has been published in marketing, health, psychology, and policy journals, including the Journal of Marketing Research, the Journal of Consumer Research, Management Science, the Journal of Consumer Psychology, the Journal of Marketing, the Journal of Public Policy and Marketing, Psychology, Health, and Medicine, and the American Journal of Public Health.
His editorial board memberships include the Journal of Consumer Research, the Journal of Consumer Psychology, and Psychology, Health, and Medicine. He is a former Associate Editor of the Journal of Consumer Psychology. Before coming to Poly U as a Chair Professor of Marketing, Prof. Gorn held chair professor positions at the UBC, HKUST, and HKU.
He has given invited talks at universities in the U.S., Canada, Europe and Asia. He has been a plenary speaker at the Association of Consumer Research meetings, and received in 2014 the Society of Consumer Psychology’s best paper award for an article he co-authored in the Journal of Consumer Psychology in 2011.
He has won awards for both MBA teaching (UBC) and undergraduate teaching (HKUST), and has served as both a Department Head (HKUST and UBC) and Associate Dean (UBC).
James F. Kane Professor of Marketing & Business,
University of South Carolina
With his co-authors, Satish was a recipient of the Harold H. Maynard award for 2001 from the Journal of Marketing and the Tamer Cavusgil Award for 2009 from the Journal of International Marketing for outstanding papers published in those journals. He was nominated a ‘young scholar’ by the Marketing Science Institute in 2003 based on research productivity and managerial interest in research. Satish has taught graduate courses at Wirtschaftsuniversitat Wien (Vienna University of Business and Economics) in Vienna, Austria, Tecnologico de Monterrey, Campus Guadalajara, Mexico and the Indian School of Business, Hyderabad, India. He received the Alfred G. Smith Award for Outstanding Teaching from the Moore School in 2005. Satish is an Associate Editor of the Journal of Marketing Research and a member of the editorial review boards of the Journal of Marketing, the Journal of the Academy of Marketing Science, and the Journal of International Marketing.
He has six years of professional experience that includes information technology marketing and advertising.
Ph.D., Texas A&M University, 1999
M.B.A., Indian Institute of Management, Calcutta, India, 1988
B. Tech, University of Kerala, India, 1985
– Product Innovation, Loyalty Program Design and Development, Integrated Digital Marketing & Communications, Cobranding & Customer Experience Management.
– Strategic business planning and financial analysis – Business valuation and investment strategy, contract negotiation, Business Carveout and startup
– Business and financial analysis, P&L management, contract management and process improvement
– People & Talent Management – Across geographies and in a cross cultural teams with focus on team dynamics and people development and getting “buy-in” towards the bottom-line, Built business units and teams from scratch
– Product Development, Partnership & Alliance Marketing – BFSI, Airlines, Hotels, Retail and Services sector
– Demand Analysis, Capacity Management & optimisation.
– Customer service process re-engineering, with focus on design delivery of Customer experience
Professor of Marketing & Business Partnership,
University of South Carolina
Ram has a Ph.D. in Business Administration (Marketing) from Marshall School of Business, University of Southern California, (USC) Los Angeles, CA.
His research interests are primarily in the domain of econometric modeling of firm and consumer decision making and encompasses digital marketing, social media marketing, pharmaceutical marketing & health care, and marketing & public policy. His research is forthcoming or appeared in journals such as Marketing Science, Management Science, Journal of Marketing, Journal of Marketing Research , Information System Research, and Annals of Family Medicine. Ram’s research has received several national and international research grants. Ram’s work has been covered in popular business outlets such as the Wall Street Journaland Biz Inc.
Ram’s teaching interests lie in the intersection of quantitative techniques and marketing applications with the overarching idea of harnessing data into business intelligence. Ram’s teaching portfolio includes courses such as marketing engineering, marketing analytics, database marketing, pricing and marketing research. Ram currently teaches graduate level courses on customer relationship management (CRM) and data mining, marketing analytics and doctoral seminar on marketing models at the Darla Moore School of Business School, University of South Carolina.
Ram developed and offered new graduate level courses on marketing analytics and pricing analytics at Texas A&M University. He was conferred with the Association of Former Students Teaching Achievement Award (Texas A&M University, Mays Business School) for his outstanding teaching contributions.
Head, CRM and Business Analytics,
The Oberoi Group, New Delhi, India
Vice President & Head -Institutional Business
Aditya Birla Finance Ltd, Mumbai, India
Head – IT
He has end to end Implementation & working experience on different ERP platforms (Microsoft Navision, Oracle JD Edwards, Oracle ebs) for companies having business interests in Electronics, Power, Chemical and Automobile sectors.
At Toshiba India He is leading the IT initiative from scratch for the Group and Leading the ERP (Microsoft Navision) implementation initiative across the group, including both Functional & Technical aspects. He is managing end to end activities related to the setup of ERP across the group and along with the ERP implementation, He is responsible for a complete makeover of the IT setup across the group to strengthen the existing limited IT Infrastructure and support Global Applications of Toshiba Corporation like GAIA (Global accounting system (Oracle ebs) Japan), TGSS(Service CRM Singapore), Global Database Applications-(US) and International Vendor Mgmt. Applications (Japan / China) and He is wholly responsible for Toshiba India Website and other Web based Applications Development & Maintenance.
His previous roles include CIO position at HIGH POLYMER LABS, ERP expert position at ESCORTS. Tushar holds an M.Tech IT degree from AAIDU, MSc. (Computer Science) from M.D.U Rohtak, Master Degree in Computer applications from DOEACC and P.G Diploma in Marketing & Sales Management from Bhartiya Vidya Bhawan, Mumbai.
Tushar has attended extensive Training and Seminars in South East Asia in the field of ERP & IT
Terragni Consulting Pvt Ltd, India
Anil comes with nearly two decades worth of experience in the marketing space globally and in India. Prior to Terragni, he was the Founder CEO of rapidEffect Ltd, a technology organization in Analytics and Real time Performance Monitoring. It was India’s first analytics product organization and was named in the Nasscom Top 50 Innovative companies’ list.
Anil’s other responsibilities come from his various engagements in industry bodies and associations. He is the Visiting Professor of Strategy and Marketing at the Symbiosis Institute of International Business (SIIB) since 1996; an Executive Council member at the PMA-All India Management Association (AIMA) and Member – Global Editorial Board & India Chair at the Neuromarketing Science & Business Association among others.
Anil is also currently a Doctoral scholar at the SMCU, Zurich, where his area of research is in the area of Customer Experience and Cognitive Dissonance. He is a Brain Fitness Coach and his certifications include the METT Advanced – Expert Level (Micro Expressions and Facial Profiling) from Dr Paul Ekman.
Under his able leadership the team won “Customer Game Changer -Asia’s Best Customer Experience” award at recently concluded “Asia Customer Festival” in Singapore for the work that Terragni Consulting had co created with Reliance Securities.
Professor in Indian Institute of Management,
In her previous roles she was associated with IMT Ghaziabad and Aarhus University, Denmark
Awards & Short term courses attended
Received Business School Affaire & Dewang Mehta B-School Award for Best Teacher in Marketing Management for the year 2011
Won the ‘Gold Medal’ for being Topper in M.A (Economics) in the University.
Received “Best Paper Award” 2006 for the paper titled ”Experiential Marketing: A New Age Differentiator” a paper presented at the National Conference organized on 17-18 March at India Habitat Centre, New Delhi.
Attended ‘Global Colloquium on Participant-Centered Learning – GloColl’ Part-I from 20th to 26th’ July, 2014 at Boston and Part-II from 9th to 12th February 2015 at Shanghai, organised by Harvard Business School.
Attended Case Writing Workshop between Jan/February 2009, conducted by Indian School of Business, Hyderabad, ISB Case Development Center and Richard Ivey School of Business, University of Western Ontario (Ivey), Canada
She has presented more than 35 Research papers in Journal of International Repute.
She has designed, developed and conducted Management Development Programmes for senior and middle level Executives and organised Workshops in the area of Marketing Management, Retail Management, Marketing of Services, Customer Relationship Management, Customer Value and Consumer behavior, Service Quality, Customer Satisfaction & Customer Centricity, Business & Marketing Communication, Interpersonal Effectiveness
Commercial and Financial Management in Procurement and Settlement of Paddy of Public Distribution System in Chhattisgarh for Chhattisgarh State Cooperative Marketing Federation (Markfed) Ltd, Raipur (Consultancy project was carried by a team of three faculty members).
Developing Business Plan, Marketing Strategy & Process Reengineering for Achieving Excellence, for Raipur Sahakari Dugdha Utpadak Mahasangh (Raipur Co-op. Milk Federation). (Consultancy assignment was carried by a team of three faculty members).
She holds Doctorate in Customer Value, Masters Degree in Economics from CSJM University, Kanpur and P.G Diploma in Business Administration.
Macquarie Graduate School of Management
Consulting. Francis has consulted for many organizations in the private and public sectors in the last few years. Here is a sample in alphabetical order: Air Miles, Army Catering Corps, British Tourist Authority, Butterfly Group, CHEP (Brambles), DLA Piper, DNAML, European Patent Office, General Systems, Hewlett Packard, IBM, Kimberly Clark, Kinetic, KPMG, Listening Post, Maersk, Mars Electronics International, Monsanto, NIB, Rowntree Macintosh (Nestlé), Royal Air Force, Tapex, Telecommunications Industry Ombudsman, Vodafone, and the Wales Tourist Board.
International experience. Francis is an Australian citizen. He was born in the UK but has lived and worked on three continents: Europe, North America and Australasia. He currently splits his time between Sydney, Australia and Hawke’s Bay, New Zealand.
Qualifications. Francis has a Ph.D in Communication (University of Massachusetts, USA), MA in Marketing Education (University of Lancaster, UK), and BSc (Honors) in Management Sciences (UMIST, UK). He also has a Diploma in Marketing awarded by the Chartered Institute of Marketing of which he is an elected Fellow.
Academic Leadership. Francis has been Professor of Marketing and Customer Relationship Management (CRM) at Macquarie Graduate School of Management (Australia), Professor of Marketing and CRM at Manchester Business School (UK), and Professor of Relationship Marketing at Cranfield School of Management (UK). He has served on editorial boards of several leading journals, including European Journal of Marketing. He was the world’s first Professor of CRM.
Research. Francis has published over 300 items including 11 books and about 125 peer-refereed journal and conference papers. He has attempted to achieve two goals in his writing: to develop the body of knowledge and to influence management practice. He has supervised and examined about 20 students at doctoral level. He has mentored academic colleagues, and had oversight of the progress of some 100 Ph.D and DBA candidates. His latest book is the third edition of “Customer Relationship Management: Concepts and Technologies”. His Google Scholar page is here.
Education and training Francis has developed and delivered many programs, courses and workshops for clients. He specializes in customer relationship management, customer lifecycle management, customer retention, customer experience, customer value, customer satisfaction, customer complaints management, services marketing, service quality, marketing management and customer service.
Service. Francis serves the business community through advising, consulting, participation in business associations, and as an occasional blogger and content provider to a number of customer-centric online communities. He created and built the LinkedIn group Customer Complaints Consortium that now has over 1000 members. He is an elected Fellow of the Chartered Institute of Marketing.
Banaras Hindu University,
Dr Alok Kumar Rai is Professor in Marketing Area in Faculty of Management Studies, Banaras Hindu University, Varanasi. He has authored 6 books and edited 4 books in the area of Customer Relationship Management, Customer Loyalty, Customer Satisfaction, Marketing Management and Management Education published from leading publishers like McGraw Hills, PHI, MacMillan, Himalaya, Excel etc. He has authored over 55 papers published in leading referred International Journals published from the US, UK, Europe, Australia and Asia and also in leading referred National Journals including journals of IIMs. He is credited with standardizing the curriculum content of “CUSTOMER RELATIONSHIP MANAGEMENT” in the country by his best selling title “Customer Relationship Management: Concepts and Cases” published by PHI. He is also credited with establishing the subject of “CUSTOMER LOYALTY” by authoring first book in the country on the subject titled “Customer Loyalty: Concept, Context and Character” published by McGraw Hills. His researches in the area of Customer Relationship Management, Customer Satisfaction, Customer Loyalty and Service Quality are widely cited in marketing literature. He is also trainer and consultant for leading government and private organizations as Ministry of Defense, Department of Telecom, NTPC, ECGC, UPPCL, REC, CSB etc. He has been lecturing as keynote speaker, subject expert and resource person in conferences, seminars, workshops in different parts of the country on contemporary issues of business and management. He has completed projects funded by AICTE and UGC. He has also organized several International and national conferences, National level FDPs/EDPs and MDPs. He is member of NAAC, MHRD, UGC and on committees/boards of different universities for governance, faculty selection, curriculum development etc. He is Coordinator of PGDBA program of FMS BHU and also holds several administrative positions in the faculty and university.
RESEARCH CONTRIBUTION: Prof Rai is credited with standardizing the curriculum content of “CUSTOMER RELATIONSHIP MANAGEMENT” in the country by his best selling title “Customer Relationship Management: Concepts and Cases” published by PHI. He is also credited with establishing the subject of “CUSTOMER LOYALTY” by authoring first book in the country on the subject “Customer Loyalty: Concept, Context and Character” published by McGraw Hills. Extensively involved in research pursuits in the areas of Marketing, Customer Relationship Management, Customer Satisfaction, Customer Loyalty, Service Quality and Management Education, which are widely cited in the management literature.
i) Books: 6 authored and 4 edited books, published from leading publication houses of India and abroad including McGraw Hills, PHI, McMillan, Himalaya, Excel and others.
ii) Research papers/ articles: Published 54 papers and articles in leading journals of India and Abroad.
a. Published 12 Research Papers in leading referred International Journals published from North America, Europe, Australia and Asia.
b. Published 32 Research Papers in leading referred National Journals including journals of IIM Calcutta, IIM Lucknow, IMT, FORE, Symbiosis, NMIMS, ICFAI etc.
c. Published 12 articles as book chapters in books published from leading publishers.
d. Presented papers in 21 international and national conferences.
EXTENSION ENGAGEMENTS :
a. Delivered Keynotes and Invited lectures to FDPs, Conferences, Seminars and Workshops in different parts of the country in the area of Marketing, Customer Relationship Management, Customer Loyalty, Business Communication and Research Methodology.
b. Provided professional training and consultancy services to governments departments as Ministry of Defense, Dept. of Post and Telegraph, Central School Board etc., leading PSUs as NTPC, ECGC, UPPCL, REC etc. and several private companies.
c. Organized 3 International conferences, 8 National Conferences, 5 National level FDPs.
Campus Management Corporation, Bangalore.
He is an evangelist for Customer Experience management solutions across verticals and is often-quoted and also consulted by Asia and European media on the Customer experience field as well as ICT adoption across education. Raj also spear headed the growth of higher education focused enterprise solutions, as an independent vertical into a core business strategy through an M & A route with Campus Management corp.
Talisma Corporation Pvt. Ltd. is the leading provider of Customer Experience Management (CEM) solutions for a wide range of industries such as Retail, BFSI, ITES, Manufacturing and Travel and Leisure. Talisma CEM enables organizations to deliver an exceptional customer experience on a global scale through traditional and digital communications channels. Our solutions improve customer experience by integrating the power of social media, email, phone, chat, SMS text messaging, portal, and Web self-service with a robust and mature Web services platform, comprehensive analytics, and a system-wide knowledgebase. Campus Management International helps higher education institutions across the world address disruptive forces reshaping the higher education sector through cutting edge technology.
Anne is a Partner at East Bay Group and Co-Founder of suitecx®, a software platform based on a proven CEM methodology. Each tool on the platform represents years of perfecting diagnostic, visualization and planning processes to enable clients to improve their customer experience.
Anne’s passion lies in finding and replicating best practices all over the world. She believes that all clients can learn from other successful organizations regardless of size, business model or country of origin. Her focus on detail and strong writing skills enable her to produce insightful and relatable content across the spectrum of marketing and CEM topics.
Anne lives in San Francisco with her dog, Ruby. She graduated magna cum laude from the University of Southern California with a degree in International Relations, attained a Master of Arts in International Development from the American University, and received her MBA from Cornell University with an emphasis on customer relationship management.
Founder & CEO
CX University, USA
Latib’s expertise in management and executive development spans a 30-year long journey of shaping corporate leaders and team members from small organizations to Forbes companies across the globe. He’s worked extensively with senior management, HR departments, engineers, and customer service representatives.
Latib has led classrooms and college departments as a professor, dean, and vice president at renowned universities across the United States. He has served as a Board Member for numerous academic-based organizations. He is an advocate for higher education and continuous learning. More importantly, he understands the root of learning and shares this expertise with others.
Deep insights about customers and employees
Actionable business decisions
Chairman & Editor-in-Chief
BW| Businessworld Media Group
Anurag Batra is a serial entrepreneur, media mogul, a journalist and an eternal optimist rolled into one. He is a B. Tech in Computer Sciences, a degree, which he acquired before joining Management Development Institute (MDI), Gurgaon, one of India’s leading Business School. He is a first generation entrepreneur and after acquiring the iconic business media and magazine brand BW Businessworld Chairman of BW | Businessworld, a 35 year strong media brand as well as most respected business publication in the country.
Batra also founded the exchange4media group and he serves as the Chairman and Editor-in-Chief of exchange4media group which includes exchange4media.com – India’s leading media industry website, PITCH – India’s only Advertising, Marketing and Media Magazine, IMPACT – The Marketing Weekly, Franchisee Plus – Business Opportunity Magazine, Realty Plus – India’s leading monthly real estate magazine and samachar4media.com/ – leading media industry website in Hindi.
Batra is also appointed by Government of India as the Chairman of an industry committee formed to come up with a vocational training framework for the media, communication and entertainment industry. He mentors many budding entrepreneurs and enjoys the process of reverse mentoring as in what he learns from these young entrepreneurs. At BW Businessworld BW Accelerate is an initiative to provide a structured platform to entrepreneurs for mentorship and growth.
An honorary advisor to , http://www.stylekandy.com/, a household name in the fashion industry and and also cofounder the auto website www.wheelsunplugged.com which he exited out of three tears back after selling to helion backed trivone.
He is also a regular speaker on National and International Conferences on Media, Internet, Television, Media policy and Entrepreneurship. As a member of the Sales & Marketing committee of the Delhi Management Association and President of the Franchising Association of India, Northern chapter, he has a vital role to play in the decision making processes of the industry circles.
He is passionate about Magazines and is on the Executive Committee of the Association of Indian Magazines (AIM). He also wants to give back to the industry and his love for teaching comes into play in his position as the Chairman of the Advisory Board of FMCC (Futuristic Media Communication Centre), a leading Media and Communication School in India.
In 2006, the prestigious Management Development Institute (MDI) and Batra’s Alma mater awarded him the “Most Distinguished Alumni of the Decade Award”.
Batra believes if you make your hobby your profession, you don’t have to work and life is a blessing.
Professor and Director,MENA COLLEGE OF MANAGEMENT
Dubai, United Arab Emirates
He is a US Fulbright Fellow to Boston, European Foundation for Management Development Fellow to Paris and British Council Fellow twice to Glasgow and Leicester UK. He is also Fellow of the Chartered Institute of Marketing, (FCIM) London.
During his career, Mohan was a Professor & Chair of department of Marketing, E-com, Logistics and Supply Chain Management at the American University in the Emirates, Dubai, IMT Dubai and Adjunct Faculty at the SP Jain Business School, Dubai and Singapore. He has been a visiting faculty member at the University of Queensland, Bond University in Australia; California Polytechnic State University, Bentley College Boston and University of Delaware USA. His other teaching assignment include University of Manitoba, Canada, American University in Mexico, Essec Business School Paris and University of Southern Denmark to name a few. In India, Mohan has been Escotel Chair Professor of Marketing at IIM Lucknow, Professor at XLRI Jamshedpur and Founder Director of Jaypee Business School, India.
Mohan is an award winning teacher and case researcher in logistics, e-commerce, services marketing and customer relationship management. He has published about eighty articles, research papers and cases in international journals, conferences and forums.
Mohan is an active corporate trainer with such clients as Bosch India China & Japan, Emirates NBD Bank, Landmark UAE; Hatton National Bank in Sri Lanka, Tata group, Birla group, Reliance group and eighty other client organizations in India, USA, China, Canada, Singapore, India and UAE. The World Education Forum recognized him as the Best Professor of Marketing in Asia
Distinguished Professor of Marketing
Texas A&M University
Dr. Varadarajan served as editor of the Journal of Marketing from 1993 to 1996 and of the Journal of the Academy of Marketing Science from 2000 to 2003. He is a recipient of a number of honors and awards including the American Marketing Association Paul D. Converse Award for contributions to the field of marketing, the University of Massachusetts at Amherst Distinguished Alumnus Award, the Academy of Marketing Science Distinguished Marketing Educator Award, the American Marketing Association Marketing Strategy Special Interest Group Award for Lifetime Contributions to Marketing Strategy, the Academy of Marketing Science Distinguished Fellow, the Texas A&M University Association of Former Students’ University level Faculty Distinguished Achievement Award in Research, the Journal of Academy of Marketing Science Best Paper Award, and the Journal of Marketing Best Paper Award.
Founder and CEO,
Colin is CEO of Beyond Philosophy the world’s leading Customer Experience (CX) consultancy and training organizations. Under Colin’s leadership Beyond Philosophy have helped many of the world’s most prestigious organizations move their CX to the next level. One client, Maersk Line, the world’s largest container shipping company, improved their net promoter score by 40 points in 30 months.
Colin is a renowned best-selling author. His books include:
1. Building Great Customer Experiences – Palgrave MacMillan, 2002
2. Revolutionize your Customer Experience – Palgrave MacMillan, 2004
3. The DNA of Customer Experience: How emotions drive value – Palgrave MacMillan, 2007
4. Customer Experience: Future trends & insights – Palgrave MacMillan, 2010
5. Unlocking the Hidden Customer Experience: Short stories of remarkable practices to ensure success
6. The Intuitive Customer: Seven imperatives for moving your Customer experience to the next level Palgrave MacMillian 2016.
Chairman & CEO,
Innovative Marketing Consultants International, LLC
Richard and Susan Lenny Distinguished Chair, & Professor of Marketing,
Executive Director, Center for Excellence in Brand & Customer Management, and
Director of the Ph.D. Program in Marketing
J. Mack Robinson College of Business
Georgia State University
Dr. V. Kumar (VK) is the Regents’ Professor, Chang Jiang Scholar (HUST), Richard and Susan Lenny Distinguished Chair & Professor of Marketing, Executive Director, Center for Excellence in Brand & Customer Management, and the Director of the Ph.D. Program in Marketing at the J. Mack Robinson College of Business, Georgia State University. VK was previously the ING Chair Professor, and Executive Director, ING Center for Financial Services at the University of Connecticut, Storrs, Connecticut. Dr. Kumar teaches a variety of courses including Database Marketing, E-Marketing, Customer Relationship Management, New Product Management, Marketing Models, International Marketing Strategy, International Marketing Research and Multivariate Methods in Business. Dr. Kumar has taught in the MBA Programs in Australia, France, India, Spain, Holland, and Hong Kong. Dr. Kumar has lectured on marketing related topics at various universities in the U.S., Europe (including INSEAD in France; IESE-Barcelona and University of Zaragoza in Spain; University of Kiel and University of Munster in Germany; Tilburg University and Nijenrode University in the Netherlands; Hanken Business School, Finnish School of Business and Turku School of Business in Finland; Catholic University at Leuven in Belgium; Lancaster University, University of Leeds, and Brunel University in the United Kingdom; and Stockholm School of Economics in Sweden,), Australia (University of Sydney, Queensland University of Technology, Griffith University, University of Queensland, Curtin University), Brazil (FGV University, PUCPR – Curitiba), Turkey (Boğaziçi University and Koç University), Mexico (Monterrey Institute of Technology, ITESM), South Africa (Nelson Mandela Metropolitan University Business School), Israel (IDC University, Ben-Gurion University of the Negev, Hebrew University of Jerusalem), Dubai (Institute of Management Technology), and Singapore (Singapore Management University and Nanyang Technological University). He has also conducted numerous executive development seminars in the North America, South America, Europe, Asia, Africa and Australia. He has also been invited to be a keynote speaker in many conferences worldwide. Dr. Kumar received the 2012 Outstanding Teacher Award at Georgia State University, 2007 Teaching Excellence Award, and 2007 MBA Teacher of the Year Award at the University of Connecticut, 1996 Melcher Award for Faculty Excellence in Teaching, 1994 NationsBank Master Teaching Award and the Melcher Faculty Teaching Excellence Award for five years between 1990-94 and 1995-96 at the University of Houston. For the academic year 1991-92, Dr. Kumar also has been recognized as the recipient of the University of Houston Teaching Excellence Award. It also should be noted that throughout his career, Dr. Kumar has served as the dissertation chairman for 22 students. Dr. Kumar is currently listed in Who’s Who Worldwide, for his leadership and achievement in the field of Marketing, and Who’s Who Among Global Business Leaders for his thought-leadership and quality work. He received the 2011 Outstanding Researcher Award at Georgia State University, the 2002-2003 Best Paper Award as well as the 2003 Research Excellence Award at the School of Business, University of Connecticut. He was also awarded the 1999 and 1997 Melcher Award for Faculty Excellence in Research, the 1994 College of Business Alumni Association Distinguished Faculty Award, the Kent Electronics Computer Research Excellence Award (1990-91) and the Melcher Faculty Research Excellence Award (1989, 1998 and 2000) at the University of Houston. 2 of 4 Dr. Kumar has several areas of special interest that include measuring Customer Lifetime Value, modeling diffusion of cellular services, analyzing scanner data, developing new models and methodologies to forecast sales and market share, and identifying market segments. He also specializes in the areas of E-Commerce, Direct Marketing, Total Quality Management, Customer Satisfaction, and International Marketing. He has published over 200 articles in leading academic journals including the Harvard Business Review, Sloan Management Review, Journal of Marketing, Marketing Science, Journal of Marketing Research, Management Science, Operations Research, Journal of the Academy of Marketing Science, Journal of Advertising Research, Journal of Business Research, Journal of Retailing, International Journal of Forecasting, International Journal of Research in Marketing, Journal of Direct Marketing, Marketing Letters, and the Journal of International Marketing, and in many other international journals such as Australasian Journal of Market Research and Revista de Estadistica as well as in the proceedings of many national conferences in the U.S and abroad, books and book chapters. He has won several awards for his research publications in scholarly journals including the Don Lehmann Award four times (in 2001, 2005, 2010, and in 2014) for the best paper published in the Journal of Marketing/Journal of Marketing Research in a 2-year period, the MSI/Paul H Root Award thrice for the 2003,2005 and 2009 Journal of Marketing articles contributing to the best practice of marketing, the Robert Buzzell Award in 2010 for the best paper published by the Marketing Science Institute, the Davidson Award for the best paper published in the Journal of Retailing, the S. Tamer Cavusgil Award for the Best Paper published in the Journal of International Marketing in 2014 the Outstanding Paper Award for the best paper published in Forecasting from the International Institute of Forecasters, and the Best Runner-Up Award for the paper published in 2005 in the Journal of Interactive Marketing. In 2012, VK was awarded the JM/Sheth Foundation Best Paper Award for his paper published in the Journal of Marketing that contributed to the Long-Term Impact of the practice of marketing, and in 2009, the Sheth Foundation Award for the best paper published in the Journal of the Academy of Marketing Science. Dr. Kumar is a worldwide expert on marketing research methods and Customer Relationship Management Strategy. He has lectured on International Marketing Research in many continents. He has co-authored texts titled, Marketing Research, 12th edition; Customer Relationship Management: Concepts, Strategies and Tools, Second edition; and Statistical Methods in CRM which were published in September 2012. His other books include Essentials of Marketing Research, II edition, and International Marketing Research. His books have been translated in to many languages (Chinese, Portuguese, Macedonian, Russian, and Spanish) worldwide. His book titled “Managing Customers for Profit” was published by The Wharton School Publishing and has been translated into 6 different languages worldwide. Dr. Kumar also authored a book titled “Customer Lifetime Value: The Path to Profitability” (Now Publishers, The Netherlands) which was released in September 2008. His most recent book titled “Profitable Customer Engagement: Concepts, Metrics and Strategies” was released in 2013 by Sage Publications. In addition he has a new work titled “Marketing Research: A Global Outlook” which was just released. Dr. Kumar has also had the privilege and the honor of being named as the Editor-In-Chief (EIC) of the Journal of Marketing, the number one ranked academic journal in the field of marketing. His tenure as EIC runs from July 1, 2014 to June 30, 2018. He is also an Associate Editor (AE) for the Journal of Marketing Research, International Journal of Forecasting and the Journal of Retailing and serves on the Editorial Review Board of Marketing Science, the Journal of International Marketing, Journal of Interactive Marketing, Journal of the Academy of Marketing Science and the Journal of Business Research. In the past, he has also served as a Guest Editor for the Journal of Marketing and Journal of Marketing Research and Guest AE for Marketing Science. He is also a reviewer for many journals including the Management Science, Journal of Strategic Marketing, International Journal of Research in Marketing, Journal of Advertising, and IEEE Transactions on Engineering Management. 3 of 4 Dr. Kumar is a member of the American Marketing Association (AMA), the International Institute of Forecasters, the Academy of Marketing Science, and the INFORMS (and the TIMS College on Marketing). He has served as a Track Chair, and Faculty Consortium Chair in the Academy of Marketing Science Conferences. Dr. Kumar was selected to co-chair the American Marketing Association’s Summer Educators’ Conference at Chicago in August 1992. He served as the Director of the Doctoral Program in Marketing at the University of Houston from 1992 to 1997. Dr. Kumar has served as a judge for three consecutive years in the “Houston Awards for Quality” Program. He also served on the Academic Council of the American Marketing Association as a Senior Vice-President for Conferences and Research and as the Vice-President of International Activities. Dr. Kumar currently serves on the Insurance and Financial Services Related Task Force organized by the Hartford Chamber of Commerce and recently served on the Academic Council of the American Marketing Association as well its Knowledge Coalition Task Force, and the AMA Finance Committee. Dr. Kumar is currently the Vice President, Practice for the Institute for the Society of Marketing Science (ISMS), and has also served as the Chair of the first ISMS Doctoral Dissertation Proposal Competition in 2010. Dr. Kumar has extensive consulting experience working on marketing research projects for companies including IBM, Comcast, HSBC, P&G, ING, Prudential, Wells Fargo, ICICI, Pitney Bowes, Chick-fil-A, BP/AMOCO, AOL, MGM Mirage, Polo Ralph Lauren, AllState, Home Depot, Equifax, PeopleSoft, Sigma Genosys, Houston Cellular, AT&T, Southwestern Bell, Exxon, Builders Square, American Airlines, Coca-Cola Foods, Channelview Bank, DuPont, First Interstate Bank, Houston Lighting and Power, GTE, San Jacinto Girls Scouts, Inc., Scientific Software Intercomp, Inc., Gallery Furniture, and Texas Children’s Hospital. Dr. Kumar has also directed marketing research projects for clients including Coca-Cola Foods, Compaq Computers, Baker-Hughes, Houston Northwest Medical Center, The Daily Cougar Newspaper, Arch Chemicals, IKON, Bristol Myers Squibb, ABB, etc. Dr. Kumar is an expert on working with customer databases to build efficient direct marketing and database marketing programs for Fortune 500 firms dealing with consumer and industrial products. He also builds models and develops marketing programs with the point-of-sale retail scanner data of grocery stores and supermarkets. Dr. Kumar also interacts with A. C. Nielsen and Information Resources, Inc. in analyzing large scanner databases of supermarkets. Dr. Kumar has also served as an expert witness in lawsuits related to market opportunities. He also served on the board of the business research division of one of the fastest growing advertising agencies in the United States of America for over five years and has also served on the Board of one of the Aditya Birla Group of companies. Dr. Kumar has developed sophisticated statistical models and creative marketing strategies for solving marketing problems. Some of these models were implemented by IBM and P&G Asia-Pacific recently where they reported gains in profits of over 20 million and 40 million dollars respectively. In 2009, Prudential reported a gain of over 450 million dollars when implementing the Emotion Retirement Quotient Tool developed by Dr. Kumar and his colleague. He was recently recognized by the INFORMS Marketing Science Society for his work on Customer Lifetime Value based applications to IBM, and Marketing-Mix modeling based applications to P&G Asia Pacific. He also won the $100,000 Academic Practitioner Challenge sponsored by ISBM-MSI and Northwestern University in 2006-07 for developing the most relevant and rigorous body of knowledge to solve B2B business problems. In 2010, Dr. Kumar was chosen as one of the winners of the Google-WPP marketing research award in the worldwide competition for his co-authored research on monetizing the customer influence in a social media channel. This body of work was implemented in an emerging market – India, for an Ice Cream Retailer – Hokey Pokey. This implementation of Marketing Science to Marketing Practice was selected as the winner of the 2011-2012 Gary L. Lilien ISMS-MSI Practice Prize. Dr. Kumar was recently cited as one of the top five ranked scholars in marketing worldwide (Source: AMA SIG). He was selected as a recipient of the 2012 Paul D. Converse Award given for significant contributions to an area in the field of marketing. He has also been recognized with a total of 11 other 4 of 4 Lifetime Achievement Awards: 4 Lifetime Contributions Awards from the AMA for advancing the Theory and Practice of Marketing Strategy, Theory and Practice of Marketing Research, and Retailing and B2B Marketing; lifetime recognition from the AMA Foundation for career contributions to Marketing; the lifetime award from the Institute of Study for Business Markets at Penn State University for career contributions in Business to Business Marketing; and the another lifetime achievement award (Robert B. Clarke Award) from the DMEF for contributions to Direct and Interactive Marketing. Additionally, in 2014 Dr. Kumar was named as the Innovation and Growth (iSIG) fellow at the School of Management at Fudan University in China. Recently, Dr. Kumar was presented with the 2015 AMS/Cutco Distinguished Marketing Educator Award from the Academy of Marketing Science. He was also recognized as a Marketing Guru by the IIT Alumni Association in 2006, and as a Distinguished Marketing Doctoral Alumni at the University of Texas at Austin. Recently, Dr. Kumar was conferred with the Bharat Gaurav (Prestige of India) Award, Glory of India Award, Pravasi Achievers’ Gold Medal, and the Hind Rattan (Jewel of India) Award for demonstrating excellence in the chosen profession. A member of Phi Kappa Phi Honor Society, Dr. Kumar received his Bachelors in Engineering (with Honors) and Masters in Industrial Management (with Distinction) from the Indian Institute of Technology, and his Ph.D. in Marketing from the University of Texas at Austin. Dr. Kumar has been selected as one of the 8 Legends in Marketing Worldwide. His scholarly contributions have been published in the Legends in Marketing Series as a 10-Volume Collection by the Sage Publications in 2012 with commentaries from scholars worldwide. Subsequently, the Chinese Ministry of Education awarded the Chang Jiang Scholar honor, the highest honor provided and the first one in Marketing outside of China to receive this honor. Recently, Dr. Kumar has been recognized as a Lee Kong Chian Fellow at Singapore Management University, Singapore, where he collaborates with researchers on futuristic topics.