International

Customer Experience

Conference 2015

Speakers

Ina Negoita

Marketing Director & Head of Transformation – Provident Financial Romania

Bucharest, Romania

International marketing consultant with broad experience in financial and telecom marketing, encompassing strategic planning, and creative marketing aimed to fully support business objectives and strategy. Highly experienced in organizational optimization and transformation. Licensed economist from the University of Copenhagen, with a Finance and Mathematics MBA from Copenhagen Business School.

Business Experience:

2013 – Marketing Director & Head of Transformation, Provident Financial Romania
2008 – Marketing Director, Instan Ltd.
2008 – 2011 Marketing Turnaround Director, Vodafone
2005 – 2008 Managing Director, Telco, Carphone Warehouse
2000 – 2005 Sales & Marketing Director, Tele2
1997 – 2000 Business Analyst, Croner

Georgiana Grigore

Head of Customer Experience – Raiffeisen Bank International
Vienna, Austria

Customer Experience Leader responsible for creating a strategic framework for Customer Experience management across 15 network banks in CEE countries.
Prior experince includes successfully fullfilled leading roles in Raiffeisen Bank Romania in sales support, sales force effectiveness and service excellence.

Business Experience:

2013 – Head of Customer Experience – Raiffeisen Bank International AG
2012 – 2013 Head of Service – Raiffeisen Bank International
2009 – 2012 Data Integration Analysis for Quality Department Manager – Raiffeisen Bank Romania
2006 – 2009 Sales Projects Manager – Raiffeisen Bank
2005 – 2006 Sales Coordinator – Raiffeisen Bank

Riccardo Magnani

Dealer and Consumer Experience Manager
– Ford of Europe
Cologne, Germany

More than 15 years of management experience in Sales, Marketing, After Sales, Financial Services, Product Development and Manufacturing in Ford of Italy, Ford of Europe, Ford Financial and Fiat Auto. 360 degrees experience in the Automotive Business. Determination, business acumen and “can do” attitude. Excellent analytical skills, management and development of team members. Degree in Aeronautical Engineering.

Business Experience:

2014 – Global Dealer and Consumer Experience Manager – Ford of Europe
2012 – 2014 Direct Sales Manager – Ford of Italy
2010 – 2012 Marketing Manager Aftersales – Ford of Italy
2008 – 2010 Marketing Manager – Ford Financial Italy

Peter Roebben

Member of the Executive Committee – K&H Group (KBC)
Budapest, Hungary   Brussels, Belgium

Specialties: Business development, change management, credit risk management, HR management; Languages: Dutch, French, English, Spanish, German

Business Experience:

2013 – Member of the Executive Committee – K&H Group
2005 – Executive Director – KBC Bank
2010 – 2013 Senior Managing Director and member of the Executive Committee– K&H Bank
2005 – 2010 Executive Director Corporate Banking – CSOB

Miroslav Sovják

Head of Contact Centre – Česká pojišťovna
Prague, Czech Republic

Seasoned insurance professional with over 10 years of experience in insurance operations. International project management background with focus on leading strategic CEE projects within Generali PPF Group and managing the merger of two important players on the romanian insurance market. Experienced in direct sales setup and methodology, service-to-sales model implementation, call center training and efficiency evaluation, back-office and collections centralization.

Business Experience:

2013 – Head of Contact Centre – Česká pojišťovna
2012 – 2013 Manager for Competence Centers – GENERALI PPF HOLDING B.V.
2008 – 2011 Head of Project Management Office – Generali Asigurari

Tim Routledge

Chief Experience Officer – Experience Insight

Berkshire, United Kingdom

Championing the use of science to understand and improve customer experience.

Business Experience:

2012 – Chief Experience Office  – Experience Insight
2012 – 2014 Founder – Newco Operations
2005 – 2012 Co-Founder – The Newcomen Group
1999 – 2004 Founder – Hub Total Marcomms
2000 – 2004 Chairman – Bankside Central
1993 – 1998 Founder – Eidetic Communications

András Szőcs

Customer Experience Manager – Tesco Hungary
Budapest, Hungary

Customer Experience Manager, Tesco Hungary. Responsible for customer insight and Clubcard (Tesco CRM). Experienced in trade marketing and commercial.
Economist, graduated in International Business School in 2006.

Business Experience:

2014 – Customer Experience Manager – Tesco Hungary
2013 – 2014 Category Buying Manager – Tesco Hungary
2012 – 2013 Buying Manager – Produce – Tesco Hungary
2009 – 2012 Trade Planning and Promo Manager – Tesco Hungary
2007 – 2009 Tesco Hungary

Gábor Duránszkai

Managing Director – Momentor Research&Consulting

Budapest, Hungary

Business Experience:

2015 – Professor – International Business School
2014 – 2014 Managing director – Momentor Research&Consulting
2011 – 2013 Managing director – TNS Hoffmann
2002 – 2011 Managing director – TNS Hungary
1997 – 2001 Research director – TNS Modus

Tamás Lichter

CEO – Testbirds
Budapest, Hungary

Since the company’s Hungarian start two years ago Tamás oversaw more than one hundred projects, among them the User Experience tests of self-care and e-commerce platforms. He has more than a decade management experience in IT development in the telecommunications industry. His current mission as the leader of the agile startup is to aid Hungarian enterprises connecting with their end users, thus providing exceptional User Experience for the customers.

Business Experience:

2013 – CEO – Testbirds Kft.
2013 – 2013 Head of IT and Business Analysis – UPC Hungary
2012 – 2013 Head of IT Development – UPC Hungary
2008 – 2012 BSS Systems Development and Support Manager – UPC Hungary
2004 – 2008 BSS Workflow Manager – UPC Hungary
2002 – 2004 Business Process Analyst – UPC Hungary
2001 – 2002 Billing System Analyst – UPC Hungary
2000 – 2001 System Analyst – Synergon System Integrator

Zoltán Brandt

Managing Partner – Darwin’s Marketing Evolution
Budapest, Hungary

Business Experience:

2006 – Managing Partner – Darwin’s Marketing Evolution
2005 – 2006 Marketing Director – SAP Hungary
2000 – 2003 Marketing Director – Vodafone Hungary Ltd.
1998 – 1999 Consultant – Andersen Consulting
1993 – 1994 Sales Manager – DEC
1992 – 1993 Sales Manager – Digital Equipment Hungary Ltd.

Zsolt Pozvai

CEO – Develor International
Budapest, Hungary

International network builder with solid experience in business services and with full commitment to business ethics and human leadership. Experienced trainer, lecturer and consultant.
Economist, HBS alumni, certified Kirkpatrick consultant, Excel outdoor trainer and Team Sociomapping expert.

Business Experience:

2011 – CEO – Develor International Ltd.
2003 – 2010 CEO – Develor Consulting Inc.
1999 – 2003 Managing Director – Door Training Central Europe
1997 – 1999 Chief Operation Officer – Hat Advertising

Martin Kunc

Managing Director – Develor Middle-East
Dubai, United Arab Emirates

Customer Experience Driver, Marketer, Leader of CEX Business Unit, Experience CEX developer and trainer.

Business Experience:

2013 – Managing Director – DEVELOR Middle East
2006 – 2013 Managing Director – DEVELOR Slovakia
2003 – 2006 Trainer and Consultant – DEVELOR Czech
2000 – 2003 Customer Marketing / Sales Central Europe South – Procter & Gamble
1998 – 2000 Customer Marketing / Sales Czech & Slovak Republic – Procter & Gamble

Csaba Szabó

CEO – Develor Hungary
Budapest, Hungary

Business Experience:

2011 – CEO – Develor Hungary
2008 – 2011 Service Development Director  – Outcome Hungary
2006 – 2008 Vice President, Consumer Lending – Citibank Hungary
2004 – 2006 Unsecured Leader – GE Money
2002 – 2004 Product Management Leader – GE Money
2000 – 2002 Strategic Planning Manager – GE Money
Senior HR consultant, trainer and coach with broad experience in several functions in banking: Human Resources, Product Management, Sales and Risk Management.
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