2011 Speakers

Alexander is European Planning Director for ICLP, responsible for the development of loyalty strategies for client loyalty programmes; keeping abreast of consumer & competitive activities; innovation, new revenue sources and programme features.

He started his loyalty career in 2001 at Loyalty Gate (formerly Qualiflyer), where he was responsible for the development of the Qualiflyer coalition programme followed by the design of award winning Swiss TravelClub, TP Victoria and SN Privilege. Joining ICLP in 2006, Alexander was directing the Business Development and the Strategy teams in Continental Europe and became European Planning Director in 2008. A year later, Alexander opened the ICLP office in Madrid.

Prior to working in the loyalty industry, Alexander was senior consultant at Thomas Held Consultancy and worked as a Product Manager for a German media publishing company.  In 2007, Alexander has been assigned as a Member of the ZfU-Core-Faculty (ZfU – International Business School, Switzerland), owning a Lectureship in International Loyalty Marketing. Alexander holds a B.A. in Business Administration and a M.A. in Communication.

Graham has held a variety of senior roles in telecommunications including in P&L general management, corporate strategy and development, sales & marketing, call centre management, operations, finance, business and strategic planning.

Whilst in British Telecommunications he had roles in Corporate Strategy, Marketing Strategy and as MD of BT’s call centre business, which was the subject of a turnaround.

Graham has been with O2 since demerger from BT and has been involved in Strategy and Business Development including leading the creation of O2’s wholesale strategy,  the negotiation of the Tesco Mobile Joint Venture, and M&A activity. 

He has worked in the Customer Experience area for a number of years. In his current role he is responsible for leading the Customer Experience activity for Telefonica Europe and running the centre of competence on Customer Experience for Telefonica worldwide, as Telefonica continues to increase its focus on its customers.

Giannis Tsiliras is CRM Director at COSMOTE Mobile Communications in Athens. He is responsible for the establishment of customer lifecycle management programs with focus on customer retention and development for both consumer and corporate segments. He started his career in the UK as an engineer in product development for Weetabix (Food industry) and then for Jaguar Cars (Automotive Industry) as a senior engineer for powertrain systems development. He continued his career with STET Hellas Telecommunications (currently known as WIND) being appointed to the position of the Commercial Processes Manager before joining COSMOTE in Dec 2003, as International Commercial Affairs Deputy Director. He holds a Chemical Engineering Degree (University of Patras), a Master’s Degree on Statistics & Reliability Modeling (School of Mathematics, City University, London) and an MBA (Warwick Business School, Warwick University UK)

Dr Nicola Millard’s mission in life is to make customer experiences better for both customers and the employees delivering them. 

Since joining BT in 1990, Nicola has worked extensively with clients both within BT and in sectors such as telecoms, travel, utilities, government and finance to ensure that they put the 'relationship' into 'customer management'. She looks at how the human factor can become central to the development and success of a customer experience.

She is responsible for leading innovation and thought leadership on Customer Experience in BT Global Services (marrying three ‘ologies’; psychology, technology and futurology).  She gained her PhD in 2005 from Lancaster University and published her first book in 2009. Nicola is a popular speaker on the international conference circuit. She combines a pragmatic operational view of serving the customer with extensive research that challenges the way that organisations typically design and deliver customer experiences.

I have joined the TEO (former Lietuvos Telekomas) Company since 1998. I’ve started my career from being a Product Manager for voice services then  I’ve changed some roles in the same company . I worked as a Marketing Manager in TEO daughter company  established for serving big business customers. Then I followed as a Communications Manager in mother company. Later I was invited to join as a Marketing Projects Manager for Business Customers and afterwards was promoted as a Head of  Business Customer Unit within TEO Marketing department. A year ago I’ve switched to private customers  segment and now I’m responsible for voice services marketing for private customers.

Today my area of responsibility is creating value for voice services for private customers and sustaining private customers’  loyalty .
In TEO we have a couple of initiatives to keep our customers from churning. They include Churn Prevention program as well as Loyalty Program for private customers. My presentation  will be on these both 2  programs.

My public activities include memberships in couple of  organizations: Big Brother Big Sister (BBBS) program which aims at helping children and the second one is First Toastmasters of Lithuania – helping people to develop their oratory and leadership skills.

Born in 1978 in Vienna
After graduating in business administration on the Vienna University for Economics and Business Administration I have been working as a product manager for Hewlett Packard´s imaging and printing division.  In 2003 I have joined Telekom Austira as Head of Product Marketing Voice for business customers. My responsibilities included tasks like the strategic product portfolio, pricing as well as promotions and communications for voice services. Since October 2007 I am Head of Telekom Austria’s´ Customer Relationship Management department. My department is responsible for churn management programs, design of up- and x-selling campaigns as well as implementation of customer loyalty programs and development of customer analytic models

Shaun joined Business Logic Systems in 2007 with over 15 years board level experience gained in large and small companies. As Marketing Director for Business Solutions at Orange, he ran the £500M business selling to small and medium businesses in the UK. Previously, he was part of the Executive team that led Microsoft UK growth from £10M to £1B over 13 years. During his time at Microsoft he held a wide variety of marketing roles including Director of Corporate Marketing, Director of Customer Marketing, Director of Marketing Services and Strategic Marketing Manager.
Shaun was appointed to the NSPCC Corporate Development Board in February 2001, helping the charity raise £5M for their Full Stop campaign.

Yuksel (MSc, MSc, MA, PhD) is a Professor of Marketing at Oxford Brookes University. As an international academic with a strong interest in the practical side of marketing, he is passionate about finding answers to new marketing problems and challenges. Yuksel believes that practitioners need academic input for improving business performance in an ever increasingly competitive business environment. His key research interests are customer satisfaction, services branding, scale development and the dynamic interaction between front line staff and consumers.

Adeolu currently heads the Customer Value Management (CVM) team of Etisalat Nigeria and also a member of National Institute of Marketing of Nigeria (Chartered). Adeolu received his B.Sc in Mathematics from University of Ibadan, Nigeria, and his M.Sc. in Financial and Industrial Mathematics from Dublin City University in Ireland. Adeolu has a robust experience in churn management and retention having worked with Carphone Warehouse in UK, IBM in Dublin and MTN Nigeria. Experienced in the development and execution of 3-Dimensional Dynamic Segmentation (DDS) that includes (Customer Propensity Models, Lifetime Value, Channels) in managing churn and retention both in developed and emerging markets.

Graham Hill has worked at the forefront of customer-centric business thinking and doing for over 20 years with blue-chip management consultancies such as PricewaterHouseCoopers, OASiS Group and KPMG Consulting, and as an independent CRM consultant. He has broad experience of all aspects of customer-driven business in a variety of industries, including telecoms, energy, financial services, automotive and aviation, and in the public sector.

His current work is in the areas of customer lifecycle management, customer experience management, customer co-creation and building customer-centric organisations..

Graham is an Associate Partner at Strategyn, an Associate at Optima Value and a Strategic Advisor to Loyalty Factory. He is also the resident Customer Value Management guru at CustomerThink, the leading independent CRM portal. His blog at CustomerThink has been voted one of the Top 10 CRM blogs for the last three years. It has been viewed more than 500,000 times. He also twitters frequently on customer-centric business issues.