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Customer Experience World 2011

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Ibrahim Gedeon,
Ibrahim Gedeon, as the Chief Technology Officer, is responsible for technology strategy, network and services architecture and network support systems for TELUS Communications Inc. In his role as CTO he is responsible for the Wireless-Wireline service and network convergence, enterprise applications and network infrastructure strategies and evolution. Mr. Gedeon has held numerous leadership roles in the Institute of Electrical and Electronics Engineers (IEEE) and has received several professional awards, including IEEE Canada's Outstanding Canadian Engineer Award. Ibrahim has a bachelor's in electrical engineering from the American University of Beirut and a Masters' in Electronics Engineering from Carleton University.
Lois Kraus,
Executive Director, Billing & Revenue Assurance,
Lois Kraus is Executive Director of Business Billing Solutions for AT&T. She has served in this position for 7 years. Prior to this position, Ms. Kraus was Executive Director of Operations. She has held a variety of positions in marketing and operations during her 18 year career. Prior to joining AT&T, Ms. Kraus held positions in marketing with several hi-tech companies including AM International, Gandalf Technologies and Wang Laboratories. Ms. Kraus is a graduate of Loyola University in Chicago and the Executive Program at Northwestern University.
Shaun Gregory,
Managing Director,
O2 Media
Shaun Gregory is the managing director of O2 Media. He is responsible for building the advertising business at Telefonica O2, which offers personalised media opportunities to over 22 million customers in the UK, and over 500million globally. Shaun has a broad range of experience having worked in the UK media industry across newspapers, television, radio, magazines, digital and mobile for over 20 years. Prior to joining Telefonica O2 Shaun was Chief Executive at Blyk, New Media Director at The Telegraph Media Group as well as a Board Director for Emap where he stayed for 11 years. Shaun is lifelong Sheffield United fan and lives in Sussex with his wife and two daughters.
Geoffrey Zbinden,
VP Data Management & Customer Value,
Geoffrey Zbinden is Vice President Data Management & Customer Value within Orange Group. His department is in charge of Business Intelligence tools and Analytics for all Orange affiliates in Europe, Africa and Middle-East. Geoffrey’s focus is on leveraging Big Data analytics to increase customer loyalty, digital usage adoption and revenue stream. Before his current position, he was Head of Finance for Orange France and more recently Head of Machine-to-Machine for Orange Group. In 2010 he published a book titled “The Internet of Things, an answer to the Global Warming” prefaced by the former French Ministry of Ecology.
Philipp von Holtzendorff-Fehling,
Vice President Marketing,

Philipp von Holtzendorff-Fehling has been with T-Mobile in several positions since 2008 - mainly responsible for CRM and Marketing within Europe as well as the United States From 2004 - 2008 he was Head of Premium Segment, CRM & Customer Care at Avis Germany reporting directly to the Board Prior to working at Avis, Philipp von Holtzendorff-Fehling held several leadership positions within the financial industry, mainly as Head of Marketing & Alliances at a large German online bank He is a well-known speaker at seminars and conferences concerning Marketing, CRM and Customer Management.

Noah Chancellor,
CMO (Senior Advisor to Board)
STC (Saudi Telecom Company)

Noah Chancellor is a hands-on Senior Advisor, Marketing at Saudi Telecom as well as CEO of Coral Limited a marketing advisory, consulting and capability development organization. He has 23 years of experience both as a senior executive and a consultant in a multi-industry especially with TMT focus in Australasia, Asia and ME regions. Also, he is currently engaged in redefining strategic role of CMO in Telecommunication and is an advisory board member of CMO Council MENA Region as well as Global Advisory Board Member of Customer Experience Council. Noah holds masters level Business Administration and International Relations degrees from Victoria University of Wellington, New Zealand.

Susan McNeice,
Vice President of Software Research, Network Research

Susan McNeice is vice president of software research with Yankee Group's Network Research group, driving the company's research in the areas of telecom marketing, operations and OSS/BSS software strategy. Her areas of expertise include OSS/BSS, subscriber and policy management, customer care, self-service, RT charging, dynamic cataloging, business intelligence/analytics, revenue assurance and service assurance. McNeice holds an M.S. in project management from the George Washington University School of Business and a B.A. in economics from the University of Delaware. She has been quoted in The Wall Street Journal, Dow Jones' Market Watch and the San Jose Mercury News, and has published articles in publications including Billing & OSS World, BillingOSS and Telco 2.0.

Philip Carden Philip Carden,
Vice-President Customer Experience,

Philip Carden, Vice-President Customer Experience, leads the Alcatel-Lucent program focused on helping Service Providers improve customer experience while containing cost to serve and better matching investments to targeted experience. He is also responsible for the Solutions Incubation function which has global responsibility for the identification, elaboration and launch of new strategic solutions Alcatel-Lucent brings to market. Previously he was Alcatel-Lucent’s CTO/CMO for the Asia Pacific region looking after the market and technology strategy, regional innovation, solutions readiness, architecture and economics. He has also held strategy-focused roles in Alcatel-Lucent’s Paris head office and was Chief Architect on a nationwide PSTN transformation project.

Subhra Das,
SVP Marketing & Customer Experience,
du (UAE)
Subhra Das is Senior Vice President, Marketing and Customer Experience at du, UAE’s premier quad-play telecom operator. He has played a key role in du’s ascent to a 42-percent mobile market-share position within 4 years from launch, in what is regarded as the world’s most highly penetrated mobile market. He has worked in senior management and consulting roles in various telecom operations across Middle-East, North Africa, West Africa, India and Europe.Subhra is an alumni of Harvard Business School, Cambridge, USA having completed the Advanced Management Program. He holds a Bachelor’s degree in Engineering from University of Delhi, and an MBA from the Indian Institute of Management, Ahmedabad.
Laurence Buchanan,
Vice President, CRM & Social CRM, EMEA,
Laurence Buchanan’s credentials speak for themselves. With a decade of experience at SAP, where he was EMEA vice president for SAP CRM, he is a recognised authority and evangelist on CRM, Social CRM and customer experience transformation. He has spent over 13 years working in the CRM market, both as a sales and marketing leader and as a CRM subject matter expert. Laurence works within Digital Transformation for Capgemini. He works with clients to help them understand the opportunities and threats posed by digital, how consumers are using disruptive technologies, and how organisations can build a customer-centric vision and strategy. Laurence holds a masters degree in Modern History from the University of Oxford.
Kirk Mosher,
Vice President of CRM & eCommerce Product Marketing ,
Kirk Mosher is the Vice President of CRM & eCommerce Product Marketing at Oracle, responsible for helping Oracle's customers understand the value and advantages of Oracle's "Complete CRM, Complete Commerce" solution, including Siebel CRM, Oracle CRM On Demand and ATG Web Commerce. Prior to joining Oracle, Kirk led numerous product marketing teams at leading technology companies, including Apple, Microsoft and Sun. Kirk has an MBA from Stanford Graduate School of Business and Bachelor's degree in Economics from University of California, Berkeley.
Ramez Younan,

Ramez Younan is Chief Executive Officer at Orga Systems since January 2010. In his position as CEO he is leading the globalization and reach of the corporation's innovation, products and services. Ramez holds 3 degrees in Engineering, Management and Business Administration and has more than 22 years experience in Software and Services industries. As former senior Executive of Oracle Corporation and key player in designing and building Oracle's telecommunication strategy and M&A in this industry, Ramez has a wealth of Telecommunication experience, running global organizations and advancing BSS and OSS solutions at Telecommunication providers in over 45 countries worldwide. As a four languages spoken British and Egyptian National residing in Germany, Ramez lived in several other European and African countries. This developed and influenced his multi cultured approach to business partnerships, cross border collaboration and advancement of the Telecommunication industry.

Matt Hooper,

Matt Hooper was appointed as Chief Marketing Officer of MDS in August 2010 and is responsible for the company’s global marketing operation. Previously Matt was CMO of Celona Technologies, leaders in enterprise data management software, responsible for positioning the business to achieve revenue growth of 200% in two years. Prior, he was EVP Marketing at Colibria AS, a global leader in mobile instant messaging infrastructure, responsible for all aspects of Colibria’s marketing operation and strategy, enabling the company to achieve a market leadership position in 18 months with revenue growth of over 300%. Matt holds a Degree in business studies and is an MCIM member of the Chartered Institute of Marketing. He is also a member of the CMO Council.

Kapil Singhal,
VP, Carrier Services and Solutions,

Kapil has successfully built visibility and an increased market share for Aricent Group in the Telecoms, IT and software industry working with major Telcos, OEMs and Device manufacturers in the EMEA market. He spearheaded the launch of Aricent's Carrier Service Solutions and services practice winning business at some of the largest Mobile and Fixed services providers. He has carefully weaved business model innovation with technology capabilities and delivered significant value to Aricent's customers on both Cost and Revenue drivers. Challenging traditional operations models and leading radically new ones from the front is demonstrated in his passion for the connected devices market. Kapil graduated in B. Tech in Electrical Engineering from Indian Institute of Technology, Delhi and earned an MBA degree at the London Business School.

Olivier Milcent,

Olivier Milcent has 15 years of experience in multi-channel strategies, customer interfaces and the management of mobile media projects for operators, enterprises and medias. At Momac, Olivier Milcent leads group Marketing, Communications and Product activity in addition to his overall responsibility for Momac France. Olivier holds a Master of Science in Management and Marketing from Institut Supérieur de Commerce de Paris.

John Brooks,
Vice President, Analytics Solutions

John leads the Subex ROC Analytics Solutions business unit at Subex, a global leader in Business Optimization solutions for the communications services provider industry. He also leads the Fraud Management team of the Revenue Management initiative at the TM Forum. In his career spanning over 2 decades, he has managed projects, solutions, and consulting work in over 40 telecom carriers, and has spoken on and consulted in CEM, Fraud and Revenue Assurance practices in the Americas, Europe, Asia, the Middle East, and Africa.

Adrian Pasciuta,
Director, Industry Solutions, Vitria

Adrian has over 20 years of experience across the breadth of the software lifecycle including development, technical consulting and management of consulting and development teams. Adrian’s experience spans a wide range of technologies, including BPM, CEP, SOA, object databases, document management and complex publishing, applied to business applications in telecommunications, financial services, pharmaceuticals and aerospace. Prior to Vitria, Adrian worked in a variety of management and technical positions at Cape Clear Software, digitalML, eXcelon, Object Design, Interleaf and Digital Equipment Corporation.



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