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Customer advocacy

Our expert speakers

Additional speaker information will be added as it becomes available.

Merijn te Booij

Merijn te Booij

Chief Marketing Officer, Genesys

Merijn te Booij is the chief marketing officer (CMO) at Genesys. As CMO, Merijn leads the global marketing and product management organisation. He is responsible for developing and executing the company’s technology vision, product strategy and go-to-market strategies to drive continued business growth and brand awareness.

Merijn joined Genesys in 2000 as a sales consultant for its Europe, Middle East and Africa regions. Prior to his current role, he served as vice president of professional services, creating and leading the Genesys Business Consulting practice.

Prior to Genesys, Merijn gained extensive experience in running contact centres, having managed contact centre operations for the Dutch Automobile Association in Holland.

Merijn holds a master’s degree in international law from the Rijksuniversiteit Utecht in the Netherlands.

Keith Budge

Keith Budge

Senior Vice President, Asia Pacific & Japan, Genesys

Keith Budge is the Senior Vice President of Asia Pacific at Genesys. He is responsible for commercial activities in the region, including sales, channel management, delivery and customer satisfaction.
Prior to joining Genesys, Keith was Vice President for the Asia Pacific and Japan region with Ooyala Inc, a venture funded start-up acquired by Telstra Corporation. Other previous roles include Senior Vice President for the Asia Pacific and Japan region at Business Objects (now SAP) and Senior Vice President at Oracle responsible for Asia Pacific business.

Keith holds an MBA from RMIT University in Australia and has completed senior executive programs at Stanford University/National University of Singapore and London Business School. He also spent several years as a Visiting Professor at Lingnan Graduate Management School of Sun Yat Sen University, People’s Republic of China.

Bruce Eidsvik

Bruce Eidsvik

Senior Vice President, Global Revenue Marketing, Genesys

James Iansek

James Iansek

Product Owner, Contact Centre Transformation, ANZ Bank

Paul Lambert

Paul Lambert

Chief Information Officer, Homecare Medical

Allen Liu

Allen Liu

Director of Teacher Service, VIPKid

Jeff Melton

Jeff Melton

Partner, Bain & Company

Jeff Melton is a partner in Bain & Company’s Melbourne office. He is the global leader of Service Design & Operations and the global co-leader of Bain Simple & Digital. He is also a member of the firm’s global Net Promoter System ® Advisory Board.

Jeff’s work sits at the intersection of technology, human behavior and design. He helps large service organizations around the world transform their economics and the experience they provide to both customers and performers.

Jeff is the author of several articles on the disciplines of service and experience, including Organizations Don’t Change Behavior, People DoSimple and Digital: Happier Customers and Radically Lower Costs in Telecom and Running the Business through Your Customer’s Eyes.

Jeff joined the firm in 1995 and has worked out of Bain’s Stockholm and Melbourne offices, and has served American, European, Japanese and Australian clients.

Prior to joining Bain, he held P & L responsibility for two small global electronic materials businesses at Eastman Kodak.

He earned a MBA from the Stanford Graduate School of Business and a MA in international policy from Stanford University.  He is a graduate of the University of Illinois where he received a Bachelor of Science degree in Agricultural Science and was elected Phi Kappa Phi.

Lucy Norris

Lucy Norris

Chief Customer Success Officer, Genesys

Lucy Norris is the chief customer success officer responsible for end-to-end customer and partner enablement and support — from strategy to execution incorporating revenue, delivery, and profitability. She is responsible for customer implementations, education and ongoing support of Genesys products and solutions in the cloud and on premises. This remit includes Genesys Care, the Genesys customer care program; Professional Services focused on customer realization of Genesys-based business outcomes; Genesys University focused on customer and partner enablement; and Customer Success Managers who represent the voice-of-customer — all of which are designed to drive customer loyalty evidenced by customer retention and expansion.

Lucy joined Genesys in 2012 to create a global support and maintenance program and led the launch of Genesys Care and the transformation of the Genesys Customer Care organization to a global 24X7 center of excellence. Prior to Genesys, she served as senior vice president of global customer care at Global 360, a Texas-based leader in business process management software, acquired by Open Text. She has served as vice president of product management, customer care and commercialization at Eastman Software, Inc., a subsidiary of the Eastman Kodak Company

Thao Nguyen

Thao Nguyen

General Manager, KOTO

As General Manager of KOTO, Thao oversees both the Foundation and Enterprise divisions. Thao is responsible for ensuring the Enterprise Division runs smoothly and efficiently to help cover the costs of the Foundation. KOTO now provides training, housing and medical support for almost 150 trainees, who are disadvantaged and at-risk youth, and employs over 100 staff and volunteers.

Thao joined KOTO as General Manager in August 2017 following a career in the tourism and hospitality industry with AB Group, specifically with their Anantara Resort Mui Ne and the Nam Nghi Phu Quoc Island resort. Thao’s professional experience also includes working as the Principal of Lotus Impact Fund, a social impact firm based in HCMC. Prior to this, Thao opened and managed a fine dining social enterprise restaurant in Hanoi, Pots ‘n Pans, for four years with funding from Small Giants, an Australian-based social impact investment company.

Thao’s unique combination of restaurant management and tourism and hospitality experience as well as an in-depth understanding of social impact funding ensures KOTO remains abreast of the trends and demands of the tourism and hospitality industry and therefore ensuring our graduates are highly employable whilst understanding the requirements of our donors, sponsors and industry partners. Thao believes her knowledge, experience, passion and values are aligned at KOTO.

Thao holds an MBA from RMIT University as well as an Advanced Diploma in Hospitality Management studies from Box Hill Institute in Australia. Thao is also a proud KOTO alumnus, a founding member of Class 1, and enjoys the opportunity to encourage and inspire current trainees and alumni of what is possible with a KOTO education. Thao was introduced to KOTO by an Australian diplomat, Ms Anita Butler, who took an interest in her as a 13 year old girl selling postcards on the street in front of the Australian Embassy.

Lisa Oake

Lisa Oake

Founder and CEO, Oake Media

ChuinLing Ooi

ChuinLing Ooi

Vice President Application Services, Singapore Airlines

Tara Parata

Tara Parata

Group Manager Customer Experience, Genesis Energy Ltd

Jimmy Pham

Jimmy Pham

Founder, KOTO

Jimmy Viet Tuan Pham emigrated with his mother and four older siblings from Vietnam in 1974, eventually settling in Australia in 1980. Jimmy’s professional background in tourism and hospitality management brought him back to Vietnam in 1996. He first witnessed the plight of at-risk youth on the streets of Hanoi, and KOTO was born.

Current work

In 2019, KOTO is celebrating its 20th Anniversary.

Previous experience

Beginning: From humble beginnings as a sandwich stall manned by nine street youth in 1999, KOTO has grown to be an internationally recognized and award- winning non-pro t social enterprise, providing a 24-month intensive internationally-accredited vocational training program in hospitality training (Front of House and Back of House/Cookery), crucial life skills and English language for at-risk and disadvantaged youth in Vietnam. This is delivered through KOTO’s national training center in Hanoi and its training restaurants in Hanoi and Ho Chi Minh
City. Almost 1000 trainees have graduated from KOTO and at any given me there are 180 trainees undertaking the program. Jimmy continues to take a strong interest in every KOTO trainee. He personally knows the story of every single trainee that has been or going through the KOTO program!

Colin Philp

Colin Philp

Chief Information Officer, FMG

Colin joined FMG as Chief Information Officer in September 2018. Before that, Colin was CIO at the New Zealand Racing Board for four years and held a number of roles at Spark Digital including Head of ICT Operations and Head of Client Delivery and Technology Australia.

Colin has also held several roles at the Bank of New Zealand including Head of Application Development and Testing. Colin is based out of FMG’s Palmerston North office.

FMG is New Zealand’s leading rural insurer and has been an important part of their farming landscape for over 114 years. They are a mutually owned insurer, which means their profits go straight back into the business, keeping premium’s fair and affordable and supporting local communities.

Erwann Thomassain

Erwann Thomassain

Vice President Marketing, Asia Pacific & Japan

Simon Waller

Simon Waller

Simon Waller, Founder, The Digital Champions Club

Some people talk about the future. Simon chooses to live it. While he doesn’t have a robotic assistant or get around in a flying car just yet, he researches trends and emerging technologies, then runs experiments on himself, his business and sometimes his family. Along the way, these experiences have led him to dramatically change the way he operates his business and, more importantly, how he lives his life.

Simon has experimented with virtual organisations, 30 hour weeks, remote work, unlimited leave and flexible teams. He also started running his business completely in the cloud well before it was cool. Most recently, Simon spent three months living and working in a campervan with his family to better understand attitudinal shifts around work-life balance and to see what it’s like to be a genuine digital nomad.

Armed with his first-hand experiences, Simon helps others implement the future and successfully navigate the risks, challenges and opportunities it brings. Through his keynotes, Simon shares his personal stories and experiments and inspires people to take a more purposeful approach to their lives and work.

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