Plenary session 1: “Improving service experiences through digitalization and big data”
15th of June (9:00 to 10:00 am)
Speakers:
Peter Ruchatz has over 20 years experience in B2B Technology Product Management and Marketing from international leadership positions in the Software and IT- Industry.
He currently serves as MeteoGroup’s Chief product and marketing officer, building out the product portfolio and driving the positioning and marketing of the world’s largest vendor of advanced Applications and Data around weather. Peter joined MeteoGroup from Veeam software, where he was CMO positioning the brand for an enterprise audience and accelerating digital demand generation helping double the business to $600M within 3 years. Prior to Veeam, he was VP Marketing at Salesforce.com and held product and marketing leadership roles at Microsoft for the business applications division. Earlier in his career, he served as Gft.com’s software division head. He also held strategic management-consulting roles at the Boston Consulting Group. Peter holds a master’s degree in electrical engineering from RWTH Aachen University and a bachelor’s in business administration from Baden-Wuerttemberg Cooperative State University.
Arne De Keyser, Ph.D is assistant Professor of Marketing at EDHEC Business School. Prior to joining EDHEC, he was member of the Center for Service Intelligence (Ghent University – Belgium) and a visiting researcher at Boston College (USA). His research focuses on customer experience, service management and multichannel marketing management. Amongst others, his research has been published in the International Journal of Research in Marketing, Journal of Business Research, Journal of Service Management and Journal of Service Theory and Practice and was awarded with multiple recognitions, including the SERVSIG Best Dissertation Award.
Marianna Sigala is Professor of Tourism and Director of the Centre for Tourism & Leisure Management at the University of South Australia. She is a well published authority in the fields of information technologies and service management in tourism and hospitality. She has professional experience in the tourism sector, while she has also contributed to numerous international research projects including projects for the E.U. And the Council of Europe. She is currently the co-editor of the Journal of Service Theory & Practice and the Editor-In-Chief of the Journal of Hospitality & Tourism Management. In 2016, she received the prestigious EuroCHRIE Presidents’ Award for her lifetime achievements to tourism and hospitality education.
Plenary session 2: “Priorities in service research”
16th of June (2:00 to 3:00 pm)
Speakers:
Hélène Duneigre is currently an independant consultant & facilitator in Customer Experience, Innovation and Marketing.
Until 2014, when she was a Vice President at American Express Cards France, she spent 30 years with french and international companies, in B2C and B2B marketing, for products as well as services, and complexe projects management. She launched and developped successfully the innovative payment cobrand cards with Air France and KLM.
For the past 3 years, Hélène’s been involved in InnoCherche, a non-profit monitoring usages evolution and its impact on businesses to help top executives deal with digital disruption. There, Hélène ran the Open Innovation Think Tank and is a member of the board.
As a consultant, project coach and instructor, she supports large and small companies’ projects around innovation and customer experience, and firmly believes that no change can succeed without people embarkment. Hélène also believes strongly in collective intelligence benefits and enjoys missions run in collaboration with her TOPS Consult peers.
Loïc Guilloux is currently General Manager Digital Marketing France at Arvato CRM, a leading BtoB service company and a division of Bertelsmann Group.
With his teams, he is in charge of constantly developping, adapting and bringing to market the portfolio of digital solutions, with a special focus on retail, media and entertainment, healthcare and FMCG customers. This covers subscription and end-to-end loyalty programs, multichanel campaign activities, e-commerce platforms, data intelligence/big data services, DMP and Unique Consumer Repositories or prevention/patient programs that are specific to the healthcare sector.
A graduate of EDHEC Business School, he started his career at Procter and Gamble, with growing responsabilities in Sales and Trade Marketing for all divisions, then joined Pepsico to be in charge of all European Retail Customers, then joined Prisma Media, #1 Magazine company in France where he was in charge of global circulation and marketing, before becoming Head of the Women Magazines division, Prisma’s leading segment. He then was appointed Deputy General Manager of the group, in charge of diversification on top of his other responsabilities.
In his various assignments there, he successfully initiated the significant online presence and power of his print brands, as well as fully transformed the organization of his editorial teams to enable them to agnostically publish for print, online or video.
Sikaar Keita is Presales Consultant for Oracle Marketing Cloud. He has been working for over 8 years in the digital industry at various level , from Quality Acceptance Tester to Scrum Product Owner at Dixons and Meetic ( Match.com). He is working with worldwide B2C brands – mostly in Retail , Travel and Banking , helping them in their digital strategies from a software provider perspective. Presenting, demonstrating and showcasing the coverage and capabilities of Oracle Marketing Cloud and Oracle Customer Experience, not only because the solution is great but because “I am fighting poor (digital) marketing, dreaming of a world where : my inboxes ( Email / Messengers … ) only contains personalized messages talking about topics that matter to me,
the ads I see all around the web are relevant and appropriate (and not damaging my customer experience) , and brands finally keep my experience consistent : as a buyer, as a consumer of their services , and overall as a human being.
Michael (Mike) Brady is the Carl DeSantis Professor and chair, Department of Marketing, at Florida State University. He is also an affiliated faculty member or honorary professor at The University of Maryland, Arizona State University, The University of Washington, and the University of Queensland, Australia. Mike’s primary research interest lies at the intersection of customers and employees in frontline service transactions. He has published articles in many top scholarly journals, including Journal of Marketing, Journal of Consumer Research, Journal of Service Research, Journal of Retailing, Journal of the Academy of Marketing Science, International Journal of Research in Marketing, and many other outlets. His research articles have been cited over 16,000 times to date, his 2000 article in the Journal of Retailing is one of the most downloaded articles of all time in Science Direct, and his 2001 article in the Journal of Marketing was ranked the fifth most influential article for future research in services marketing. Mike’s work has also been covered in the popular press, such as MSNBC, U.S. News, the Chicago Tribune, and Tampa Bay Times. Mike is a past president of the American Marketing Association’s Academic Council and an Associate Editor for the Journal of the Academy of Marketing Science. He is the current Editor-in-Chief of Journal of Service Research, which has the fourth-highest impact factor of all business journals.
Rebekah Russell-Bennett has an international reputation for research and industry relevance in the application of Service Thinking to Social Problems. She has worked on more than 30 real world problems ranging from alcohol consumption, chronic disease, water usage, electricity use, public transport and diet and applied service thinking. She is immediate past National President of the Australian Association of Social Marketing (the peak industry body for social marketing in Australia). Rebekah is also a leading educator in the field of marketing and is responsible for the development of the award-winning QUTopia role-play simulation at QUT. Her research interests include social marketing and behaviour change, technology and behavioural economics. Rebekah is the co-editor for the Journal of Services Marketing and has published over 200 peer-reviewed articles with more than 65 journal articles in including Journal of Business Research, Psychology and Marketing, Journal of Service Theory and Practice, European Journal of Marketing, Journal of Marketing Management, Industrial Marketing Management, Journal of Brand Management, Journal of Product and Brand Management, Journal of Services Marketing, Health Marketing Quarterly, Consumer Satisfaction, Dissatisfaction and Complaining Behavior.