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For questions on the facility, accommodations, etc. please contact:

Stephanie Haina
Phone: (805) 418-8607
Fax: (805) 418-8566
Stephanie.Haina@jdpa.com

 

For questions about invitations and the agenda, please contact:

Julia Levy
Phone: (203-218-1750)
Julia.Levy @jdpa.com



Speakers

Home | Agenda | Registration | Hotel | Speakers | Companies Invited

Our excellent line-up of speakers and panelists includes:
Speakers are listed alphabetically. Click on a name to see that speaker's bio

Keynote Speakers:
Jeofrey Bean, Principal, Del Mar Research & Consulting, LLC
Jeanne Bliss, President, CustomerBliss
Bob Johansen, Best Selling Author and Advisor, Institute for the Future
Mike Lowe, Associate General Manager, Salt River Project
Sean Van Tyne, User Experience Director, FICO

Presenters:
Finbarr O’Neill, President, J.D. Power and Associates
Melissa Sauter, Vice President for the Americas, Global Services and Emerging Industries Division, J.D. Power and Associates
Gary Tucker, Senior Vice President, Global Services and Emerging Industries Division, J.D. Power and Associates

General Session Speakers:
Renee Castillo, Senior Director, Customer Services, Salt River Project
Rocky Clancy, Vice President, Financial Services, J.D. Power and Associate
Jeff Conklin, Senior Director, Energy Practice, J.D. Power and Associates
David Geiger, CEO, Center Partners
Jill Grafflin, Vice President, American Express World Service
Penni McLean-Conner, Vice President, Customer Care, NSTAR Electric & Gas
Mark Miller, Senior Director, Market Development, Contact Center Practice, J.D. Power and Associates
Sue Nokes, President—Canada; Senior Vice President, Global Customer Solutions, Asurion
Karen Kraus Phillips, Vice President/Corporate Marketing Services & Investor Relations, Erie Insurance
Gina Pingitore, Ph.D., Chief Research Officer, J.D. Power and Associates
Barbara Porter, Vice President, Customer Experience and Business Development, Nicor National, an AGL Resources Company
Michele Rowan, President and Chief Executive Officer, Customer Contact Strategies
Greg Smolan, Assistant Vice President, Sales and Client Services, Amica Mutual

Breakout Speakers by Industry:
Diversified:
Bill Andrews, Director of Marketing, Viking Range Corporation
Christie Hickman, Senior Manager, Consumer Insights and Strategy, J.D. Power and Associates
Heather Hough, Vice President of Strategic Initiatives, Director of Client Services, Brains on Fire
Terrance Morgan, Senior Director, Strategic Decision Support, 24 Hour Fitness
Sue Nokes, President—Canada; Senior Vice President, Global Customer Solutions, Asurion
George Owens, Managing Director of Marketing, Service Corporation International
Dan Seldin, Director, Corporate Research and Marketing Sciences, J.D. Power and Associates
Larry Wu, Senior Director, Diversified Industries Practice, J.D. Power and Associates

Energy:
Becky Andersohn, Customer Relations Research Coordinator, Idaho Power
Jeff Conklin, Senior Director, Energy Practice, J.D. Power and Associates
Don Frazier, Marketing Research Manager, PPL Electric Utilities
Amy Furlong, Brand Project Manager, Sacramento Municipal Utility District
Andrew Heath, Ph.D., Senior Director, Energy Practice, J.D. Power and Associates
Claire Maglione, Manager of Customer Satisfaction, New Jersey Natural Gas Company
Mat McCudden, Director of Customer and Communication Services, Clark Public Utilities
Tara Oglesby, Manager, Customer Satisfaction & Business Optimization, Ameren Missouri
Denise Senecal, Senior Research Analyst, Pepco Holdings, Inc.
Juliet Shavit, President and Chief Executive Officer, SmartMark Communications, LLC
Peggy Soileau, Market Support Manager, Entergy
Doug Ziemnick, Manager, Customer Research and Information, DTE Energy

Financial Services:
Michael Beird, Director, Banking Services, J.D. Power and Associates
Cindy Bestard, Research Director, J.D. Power and Associates
Paula Bibik, Senior Research Manager, J.D. Power and Associates
Shaun Bugbee, Vice President, Sales and Marketing, BMW Group Financial Services
Lisa Chlubiski, Director, Client Services, J.D. Power and Associates
Rocky Clancy, Vice President, Financial Services, J.D. Power and Associates
Paul Cuevas, Director, Automotive Finance, J.D. Power and Associates
Jill Grafflin, Vice President, American Express World Service
Shileen Groth, Director, Online Strategy and Client Experience, RBC Wealth Management
Art Steiber, Director, Marketing Communications, Quicken Loans
David Lo, Director, Investment Services and Mortgage, J.D. Power and Associates
Kristy Saieg, Research Manager, J.D. Power and Associates

Healthcare:
Collier Case, Director of Health and Productivity Benefits, Sprint Nextel
Katie Catlender, Director, Customer Service, Harvard Pilgrim Health Care
John Clark, Director, Healthcare Practice, J.D. Power and Associates
Andrew Deraney, Data Analyst, Strategic Planning and Market Research, The Valley Hospital
Jim Dougherty, Director, Healthcare Practice, J.D. Power and Associates
Annette Grosz-Ringdahl, Director of Customer Relations and Claims Operations, Dean Health Plan
Scott Hawkins, Director, Healthcare Practice, J.D. Power and Associates
Mary Beth Jenkins, Senior Vice President and Chief Operating Officer, UPMC Health Plan
Diane Kelley, Vice President, Provider Services, Blue Cross and Blue Shield of Florida
Alan T. Kiyohara, Vice President of Pharmacy Operations and Services, Kaiser Permanente, Southern California Region
David Medvedeff, Chief Executive Officer, Avatar International
Richard Millard, Ph.D., Senior Director, Healthcare Practice, J.D. Power and Associates
Laurel Pickering, President and Chief Executive Officer, Northeast Business Group on Health
Lori Rund, Vice President, Product Management and Market Intelligence, Health Alliance Plan
Earl Thurmond, MD, Physician Director for Care Experience, The Southeast Permanente Medical Group

Insurance:
Jeremy Bowler, Senior Director, Insurance Practice, J.D. Power and Associates
Stephen Crewdson, Director, Global Insurance Practice, J.D. Power and Associates
Mark Garrett, Research Director, Insurance Practice, J.D. Power and Associates
Matthew Holland, Senior Research Manager, Marketing/Media Practice, J.D. Power and Associates
Chip Lackey, Senior Director, Insurance Practice, J.D. Power and Associates
Marcus Skerske, Research Supervisor, Insurance Practice, J.D. Power and Associates

Telecommunications:
Clay Collier, Vice President Research, Cable & Telecommunications Association for Marketing
Jim Fiske, Vice President, US Marketing Manager, Chubb Personal Insurance
Mike Jude, Program Manager, Consumer Communications Services and Connected Home, Stratecast/Frost & Sullivan
Allen McCombs, Senior Director of Operations, Capital One Bank
Jim Moorman, Senior Industry Analyst, Standard & Poor’s
Sue Nokes, President—Canada; Senior Vice President, Global Customer Solutions, Asurion
Diana Oracion, Director, Customer Care Operations, Charter Communications
Maria Pinchevsky, Vice President, DTC Service and Sales Operations, T-Mobile USA
Gina Pingitore, Ph.D., Chief Research Officer, J.D. Power and Associates

Travel:
Robert Bowers, Senior Vice President, Smith Travel Research
Stuart Greif, Vice President and General Manager, Diversified Industries Practice, J.D. Power and Associates
Weihua Huang, Senior Manager, Statistics in Global Research Operations, J.D. Power and Associates
Jessica McGregor, Account Manager, Global Travel and Hospitality Practice, J.D. Power and Associates
Geoff Prince, Senior Manager, Operational Research, J.D. Power and Associates
Dan Seldin, Director, Corporate Research and Marketing Sciences, J.D. Power and Associates
Rohit Verma, Ph.D., Professor and Executive Director, The Center for Hospitality Research, Cornell University

 
Speaker Bios

Becky Andersohn
Customer Relations Research Coordinator
Idaho Power

 

Matthew Austin
Director, Customer Strategy and Shopper Insights
PepsiCo

 

Jeofrey Bean
Principal
Del Mar Research & Consulting, LLC

Jeofrey Bean is the Principal of Del Mar Research & Consulting, LLC, and the author, with Sean Van Tyne, of the new book “The Customer Experience Revolution—How Companies Like Apple, Amazon, and Starbucks Have Changed Business Forever.”

As a writer, speaker and advisor, Mr. Bean is known for making the complex easy to understand. He is an expert at building value and differentiation with marketing, product development and customer experience leadership.

Mr. Bean’s experience ranges from strategic to tactical solutions for both small, innovative businesses and dynamic Fortune 500 companies, including IDriveSafely.com, Hayes Micro, LPL Financial, Sprint, AT&T and Quest Diagnostics. While working at AT&T with the Bell Laboratories, he served as adjunct professor of business management and marketing at Centenary College.

Mr. Bean is a member of the World Trade Center of San Diego; the Board of Directors of the San Diego Software Industry Council’s User Experience Group; and the Customer Experience Special Interest Group (CXSIG.org) expert review panel.

Mr. Bean received bachelor’s degree in psychology and marketing from Eastern Michigan University and a master’s degree in business management from Salve Regina University in Rhode Island.

Jeanne Bliss

Jeanne Bliss
President
CustomerBliss

Jeanne Bliss is the President of CustomerBliss, a consulting firm with such clients as AAA, Johnson and Johnson, Costco and Symantec. She is the author of a best-seller, “Chief Customer Officer: Getting Past Lip Service to Passionate Action.” Her second book, “I Love You More Than My Dog: Five Decisions That Drive Extreme Customer Loyalty in Good Times and Bad,” is one of Inc. magazine’s 10 best books for business owners, a Businessweek best-seller, and a nominee for best small business book of the year.

Ms. Bliss has served as chief customer officer at Allstate, Microsoft, Coldwell Banker and Mazda Corporation. She began her career as a customer service pioneer reporting to the president of Lands’ End, building and developing its landmark customer experience and culture.

Ms. Bliss coaches executive teams, lectures around the world, and is frequently quoted by major media.

Robert I. Bowers, Jr.
Senior Vice President
Smith Travel Research

Robert Bowers, Jr. is Senior Vice President for Smith Travel Research, the leading authority for lodging industry performance tracking and benchmarking in North America. STR’s sister company, STR Global, provides full-service hotel benchmarking services outside North America and is based in London.

Mr. Bowers has more than 25 years of global lodging industry experience. He has a broad background that includes strategic marketing, industry analysis and product management. Prior to joining STR, he was director of Competitive and Industry Analysis for Holiday Inn Worldwide.

Shaun Bugbee
Vice President of Sales and Operations
BMW Financial Services

 

Collier Case

Collier Case
Director of Health and Productivity Benefits
Sprint Nextel

Collier Case is Director of Health and Productivity Benefits for Sprint Nextel. He is responsible for the strategic design, implementation, communication and vendor contracting for the company’s health, wellness, life, disability and retirement programs, covering 40,000 active and 3,000 retired employees. His team supports Sprint’s on-site health clinics and fitness centers, as well as numerous other employee support programs, including employee discounts, education assistance and employee assistance plans.

Prior to joining Sprint Nextel in 2002, Mr. Case spent more than 20 years supporting benefits strategy, administration and labor relations for Westar Energy, UMB Bank and LTV Steel.

Mr. Case serves on the board of the Mid-America Coalition on Health Care and on the advisory panel for the Partnership for Workplace Mental Health. He is active on several committees of the National Business Group on Health.

Mr. Case received a bachelor’s degree in psychology from Miami University in Ohio and a master’s degree in labor and human resources from The Ohio State University.

Renée Castillo
Senior Director, Customer Services
Salt River Project

Renée Castillo is Senior Director, Customer Services at Salt River Project, where she develops and executes the Customer Services strategic road map. She is responsible for providing management oversight and leadership to the Customer Services staff, as well as collaborating with other divisions to ensure service excellence and ease of doing business for customers of SRP. She creates a service-oriented culture; ensures overall operational effectiveness; cultivates employee satisfaction and development; and manages a comprehensive set of customer-focused performance metrics throughout the division. Ms. Castillo also has operational responsibility for Residential and Business Customer Service; Research and Communications Services; Training, Development, and Customer Interaction; Solar and Sustainability Programs; and Telecom Operations.

Ms. Castillo joined Salt River Project in 1989 as a billing clerk and moved up through the ranks to eventually manage the Customer Billing; Residential Call Center; Residential Customer Services; and Customer Information System testing organizations.

Ms. Castillo is a member of the Western Energy Institute; Customer Contact Council; and International Customer Management Institute (ICMI). She is the coordinator for Bike MS, a 150-mile bike ride to raise funds for the Multiple Sclerosis Society. She is a former vice president and board member of Save the Family Foundation of Arizona.

Ms. Castillo received a bachelor’s degree in general business studies from Western International University and a master’s degree in leadership from Northern Arizona University.

Katie Catlender

Katie Catlender
Director, Customer Service
Harvard Pilgrim Health Care

Katie Catlender is the Director of Customer Service for Harvard Pilgrim Health Care, a regional health plan in New England serving more than 1.1 million members. Harvard Pilgrim has earned the No. 1 ranking in clinical quality and member satisfaction from the National Committee for Quality Assurance (NCQA) for eight consecutive years, as well as ranking highest in member satisfaction with health plans in the New England region in the Member Health Insurance Plan Study from J.D. Power and Associates for three consecutive years. She is responsible for Member Services, Account Services and the transitioning of new and future members to Harvard Pilgrim through Prospective Servicing.

In addition to her responsibilities for Customer Service, Ms. Catlender has more than 17 years serving in management roles at Harvard Pilgrim, overseeing business process re-engineering efforts, sales operations, project management, training, reporting, marketing and IT systems implementations, including CRM , self-service Web tools and IVR.

Ms. Catlender earned a bachelor’s degree in health management and policy from the University of New Hampshire. She holds the Certified Health Insurance Executive (CHIE) certification from America’s Health Insurance Plans (AHIP), as well as several leadership designations, including Women Unlimited LEAD; Boston College Executive Leadership for Change; and the AHIP Executive Leadership Program with Kellogg School of Management.

Clay Collier
Vice President Research
Cable & Telecommunications Association for Marketing

Claybrook Collier is Vice President, Research at Cable & Telecommunications Association for Marketing (CTAM). The 5,200-member professional service organization is dedicated to the discipline and development of consumer marketing excellence in cable television, new media and communications services.

Before joining CTAM, Mr. Collier was Director, Networks U.S. Research for Discovery Communications, where he managed consumer research for the programming, marketing and affiliate sales departments. Previously, he was Director of Marketing Research at Daymon Associates, Inc.; Director of Research for the Food Marketing Institute; and Marketing Manager at the Walt Disney World organization in Orlando, Florida.

Mr. Collier received a bachelor’s degree in marketing and political science from Ohio Wesleyan University in Delaware, Ohio.

Andrew Deraney

Andrew Deraney
Data Analyst, Strategic Planning and Market Research
The Valley Hospital

Andrew Deraney is Data Analyst, Strategic Planning and Market Research at The Valley Hospital in New Jersey. He serves as an organizational consultant regarding business development, patient satisfaction, quality improvement and operational excellence. He formulates strategies to achieve positive outcomes in service excellence; employee and physician engagement; and the patient experience. Additionally, he continuously develops curriculum and teaches courses in building loyalty.

Prior to joining The Valley Hospital, Mr. Deraney was with Ceragon Networks Inc. There, he was the operations coordinator and was responsible for improving product delivery, financial invoicing and revenue collection for equipment shipped to major accounts. Previously, he was in sales at Merck & Co., Inc, where he delivered product discussions using the Needs-Based Selling model; analyzed key reports that drove tactics and selling messages; and analyzed sales and new prescription reports. Earlier, he was at Hackensack University Medical Center, where he was responsible for analyzing and improving budget expense variances.

Mr. Deraney is a member of the Regional Advisory Council of the American College of Healthcare Executives. He co-chairs the Service Excellence Standards team and is a former co-chair of the Supervisor Leadership Institute, both at The Valley Hospital.

Mr. Deraney received a bachelor’s degree in psychology and a master’s degree in applied psychology from Fairfield University in Connecticut, and an MBA in health care administration from Baruch College (CUNY)/Mount Sinai School of Medicine.


Jim Fiske
Vice President, US Marketing Manager
Chubb Personal Insurance

Jim Fiske is a Vice President of Chubb & Son, Inc., and the US Marketing Manager for Chubb Personal Insurance, a $3.9 billion division of the Chubb Group of Insurance Companies. He is responsible for strategic brand management; consumer research; customer development and engagement; sales support; and public relations. During his 20 years with the company, he has worked exclusively in personal insurance marketing in various offices, including Philadelphia, Pittsburgh, Cleveland, Albany and White Plains.

Mr. Fiske has spoken at forums, including Institutional Investor’s Integrated Wealth Management Conference, and at a variety of local chapters of the Financial Planning Association, the governing body for Certified Financial Planners (CFP). He was a featured speaker at the past three FPA National Conferences, and spoke recently at the A.M. Best Insurance and Marketing Summit.

Mr. Fiske has spoken on the MotorTrend radio show “Regarding Your Money,” and has provided commentary for articles in The New York Times; The Wall Street Journal; Financial Advisor magazine; InvestmentNews; Investment Advisor magazine; Financial Planner magazine; STRATOS Magazine; Old House Journal; National Underwriter; Quest magazine; and Rough Notes magazine.

Mr. Fiske earned a bachelor’s degree from Bowdoin College in Brunswick, Maine.


Don Frazier
Marketing Research Manager
PPL Electric Utilities

Amy Furlong
Brand Project Manager
Sacramento Municipal Utility District

Amy Furlong is a Brand Project Manager at the Sacramento Municipal Utility District (SMUD). She is responsible for developing, implementing and managing the utility’s new brand strategy both internally and externally. During her tenure with SMUD, she has been responsible for marketing numerous programs and services, as well as directing the utility’s multimedia, umbrella advertising campaigns.

Previously, Ms. Furlong worked at J. Walter Thompson, one of the world’s largest advertising agencies, and conducted competitive analyses and product marketing for a Canon-DHL computer subsidiary.

Ms. Furlong received a bachelor’s degree in marketing from the University of Nevada, Las Vegas.


David Geiger
CEO
Center Partners

David Geiger is the Co-Founder and Chief Executive Officer of Center Partners, a provider of outsourced customer contact services. He is responsible for the development, design and execution of customer interaction strategies across all communication channels.

Prior to Center Partners, Mr. Geiger worked in the high tech industry as a database developer, building complex and high-volume customer-centric database systems.

Mr. Geiger received a bachelor’s degree in accounting from the University of Northern Colorado.


Jill Grafflin
Vice President
American Express World Service

Jill Grafflin is a Vice President, American Express World Service. She is responsible for developing and driving the company’s relationship-driven approach to customer service, called Relationship Care. Relationship Care focuses on customer relationships—not transactions—by relying on active listening, continual process improvements and, above all, creating an emotional connection. Ms. Grafflin ensures that this service ethos is consistently applied across all of the company’s customer channels, including phone, direct mail, Web, mobile apps, email, texting and social media. Additionally, she is responsible for Relationship Care education and engagement, as well as strategic projects to improve customer service globally.

Ms. Grafflin joined American Express in 1999 and has been in her current position since 2008. Previously, she led a variety of marketing teams in product management, cross-sell and lending. She began her career at the company in new-product development.

Ms. Grafflin received a bachelor’s degree from Smith College and a master’s degree in international marketing and finance from DePaul University in Chicago.


Annette Grosz-Ringdahl

Annette Grosz-Ringdahl
Director of Customer Relations and Claims Operations
Dean Health Plan

Annette Grosz-Ringdahl is the Director of Customer Relations and Claims Operations at Dean Health Plan, based in Madison, Wisconsin. She oversees the Customer Care Center and Claims Operations departments, which include more than 100 employees. She is responsible for end-to-end process improvement via customer service, contact centers, sales and marketing.

Prior to joining Dean Health Plan in 2009, Ms. Grosz-Ringdahl held positions at Humana and United Healthcare. During her more than 20 years in the health insurance industry, she has built call centers from the ground up and re-engineered existing call centers to improve production, quality and customer satisfaction.

Ms. Grosz-Ringdahl is a former member of the Wisconsin Association of Health Underwriters.

Ms. Grosz-Ringdahl earned a bachelor’s degree in business administration from the University of Wisconsin—Whitewater.


Shileen Groth
Director
Online Strategy and Client Experience
RBC Wealth Management

Shileen Groth is the Director, Online Strategy and Client Experience at RBC Wealth Management. She leads the development and implementation of online strategies supporting the relationships that 1,900-plus financial advisors have with nearly 350,000 households across the United States. Her responsibilities include managing the company’s online account access platform; 700 unique advisor websites; 200 branch websites; the corporate website; websites serving two independent business-to-business channels; and the social media and mobile capabilities currently under construction. Additionally, she is responsible for ensuring the timeliness and quality of each touch point that clients have with the company.

During Ms. Groth’s tenure with RBC Wealth Management, she has held several positions in the business-to-business lines, ranging from marketing to business development to administration and strategy. Prior to joining RBC, she worked at Lutheran Brotherhood as a registered representative, serving clients and their financial and risk planning needs. Previously, she owned her own business, Groth Printing.

Ms. Groth received a bachelor’s degree in journalism and mass communication from Iowa State University. She is a graduate of the Securities Industry Institute executive education program at The Wharton School, University of Pennsylvania. She holds securities licenses in FINRA Series 7, 6, 63, and 24.


Heather Hough

Heather Hough
Vice President, Director of Client Services
Brains on Fire

Heather Hough is the Vice President of Strategic Initiatives and Director of Client Service at Brains on Fire. She is responsible for leading the account service team, as well as the insight and strategic development team. Working with the company’s president, she is also responsible for new business development.

Prior to joining Brains on Fire, Ms. Hough was the director of marketing at Hanes Brands, Inc. There, her responsibilities included long-term and short-term strategic business plans; biannual product concept and development; forecast and budget management; communication planning and execution; and business development with field sales and retail buyers. Previously, she was the marketing manager at Sara Lee Branded Apparel, Hanes Intimates Division. Earlier in her career, she worked on accounts at public relations and advertising and marketing agencies.

Ms. Hough is a member of the Word of Mouth Marketing Association. She earned a bachelor’s degree in English, cum laude, from the University of North Carolina at Charlotte.

Mary Beth Jenkins

Mary Beth Jenkins
Senior Vice President and Chief Operating Officer
UPMC Health Plan

Mary Beth Jenkins is the Senior Vice President and Chief Operating Officer for the UPMC Health Plan. She is responsible for the leadership oversight of claims, customer service, enrollment, configuration, PMO and clinical operations. Since joining UPMC Health Plan in 1998, she has helped the organization with two successful claims system implementations.

Previously, Ms. Jenkins was in operations and facility management for a multi-faceted conference and auditorium venue. There, she provided conference center management in addition to overseeing marketing and financial operations.

Ms. Jenkins earned a bachelor’s degree in communication and an MBA from Duquesne University. She holds a Green Belt Certification in Six Sigma.


Bob Johansen

Bob Johansen
IFTF Distinguished Fellow
Institute for the Future

Bob Johansen has served as President and Board Member and is now Advisor for the Institute for the Future (IFTF). He works interactively with top leaders across a wide range of business, government and nonprofit organizations.

Mr. Johansen is a frequent keynote speaker for large groups and is keenly interested in small workshops with creative teams. His latest book, “Leaders Make the Future: Ten New Leadership Skills for an Uncertain World,” is moving into a second edition, and will include contributions by the Center for Creative Leadership. He works with top teams and rising leaders from a wide range of corporations, including Procter & Gamble; Tesco; Old Navy; Hallmark; Campbell Soup Company; Disney; Carnival Cruise Lines; Intel Corporation; Fairmont Hotels & Resorts; Givaudan; Syngenta; Johnson & Johnson; and McDonald’s. A wide range of major universities, nonprofits and churches also use his books.

Mr. Johansen’s best-selling book, “Get There Early: Sensing the Future to Compete in the Present,” was selected as one of the top business books of 2007. He is the author, co-author or editor of six previous books, including “Upsizing the Individual in the Downsized Organization”; “GlobalWork: Bridging Distance, Culture and Time”; “Leading Business Teams: How Teams Can Use Technology and Group Process Tools to Enhance Performance”; “Groupware: Computer Support for Business Teams”; “Teleconferencing and Beyond”; and “Electronic Meetings.”

Mr. Johansen, a 10-year forecaster, is trained as a social scientist, with experience at the edges of multiple disciplines. He earned a bachelor’s degree from the University of Illinois; a Ph.D. from Northwestern University; and an M.Div. from Crozer Theological Seminary.

Mike Jude Ph.D.

Mike Jude, Ph.D.
Program Manager
Stratecast/Frost & Sullivan

Mike Jude is the Program Manager, Consumer Communication Services and Connected Home for Stratecast/Frost & Sullivan. He is responsible for primary and secondary research in the residential consumer communication markets, with a focus on voice, video, data and wireless offerings, as well as the evolution of integrated service offerings and the connected home space.

Previously, Mr. Jude was a senior analyst at Nemertes Research; senior manager at Sun Microsystems; research director at Enterprise Management Associates; staff manager at U S WEST; and manufacturing engineer at Storage Technology. Earlier, he was a captain in the U.S. Army.

Mr. Jude has published numerous articles for TechTarget and is listed as the wireless expert on SearchTelecom. He is a member of IEEE; World Future Society; and past treasurer of the Colorado chapter of the Technology Transfer Society.

Mr. Jude received a bachelor’s and master’s degree in electrical engineering from the University of Colorado, and a Ph.D. from Walden University. He is currently pursuing a master’s degree in space sciences at the University of North Dakota.

Art Steiber
Director, Marketing Communications
Quicken Loans

 


Diane Kelley
Vice President, Provider Services
Blue Cross and Blue Shield of Florida

Diane Kelley is the Vice President, Provider Services at Blue Cross and Blue Shield of Florida. In this role, she provides oversight for local claims and accumulators; BlueCard claims and provider contact centers; provider issue resolution and provider account receivable management teams; and other party liability.

Prior to her current role in the company, Ms. Kelley served as vice president, Contact Process, where she provided leadership for meeting the diverse service needs of the company’s members and providers. She has also served in various leadership roles in the Service Organization, and has worked for First Coast Service Options Inc. (FCSO), a wholly owned subsidiary of Blue Cross and Blue Shield of Florida.

Ms. Kelley received a bachelor’s degree in business administration and an MBA from Nova Southeastern University in Florida.


Alan T. Kiyohara

Alan T. Kiyohara, Pharm.D., DHL, FCSHP
Vice President of Pharmacy Operations and Services
Kaiser Permanente, Southern California Region

Alan Kiyohara is the Vice President of Pharmacy Operations and Services for Kaiser Permanente, Southern California Region. He is responsible for the leadership of pharmacy services to approximately 3.5 million members in 13 Medical Center Areas; 13 hospital inpatient pharmacies; 120 outpatient pharmacies; six home infusion services; more than 100 clinical pharmacy services; and centralized regional services.

Dr. Kiyohara received a bachelor’s degree in biology from the University of California, Los Angeles, and a Pharm.D. from the University of the Pacific. He also graduated from the executive leadership program at the Kenan-Flagler Business School in North Carolina. He was recognized as a fellow by the California Society of Health-System Pharmacists for his contribution and commitment to pharmacy practice. He was conferred an honorary doctorate of Humane Letters from the College of Pharmacy at Western University of Health Sciences for his distinguished services and achievements as an inspiring educator and dedicated innovator in the profession of pharmacy.


Mike Lowe
Associate General Manager
Salt River Project

Michael Lowe is the Associate General Manager and Chief Customer Executive at Salt River Project. He is responsible for strategic planning and operations for the company’s customer services, water delivery and electric distribution areas, as well as supporting information and operational technologies. With 1,800 employees, his group is dedicated to providing cost-effective services to meet customer demands, while also developing innovative convenience programs to help customers save time, energy and money.

Since joining SRP in 1979, Mr. Lowe has served as a rates and economics analyst; manager of financial planning; corporate treasurer; and manager of customer services.

Mr. Lowe is a member of the Marketing Executive Council and the J.D. Power and Associates Smart Energy Advisory Board. He has authored numerous articles for various industry publications, including Metering International and EnergyBiz magazine. In 2010, Intelligent Utility magazine recognized him as Intelligent Utility Customer Service Leader of the Year.

Mr. Lowe received a bachelor’s degree in economics from California State University Stanislaus and an MBA from Arizona State University.


Claire Maglione
Manager of Customer Satisfaction
New Jersey Natural Gas Company

 


Penni McLean-Conner
Vice President, Customer Care
NSTAR Electric & Gas

Penni McLean-Conner is the Vice President of Customer Care and Energy Efficiency at NSTAR. She is responsible for customer inquiries, credit and collections, billing, metering and energy services. Additionally, she is responsible for delivering a cost-effective portfolio of electric and gas programs to 1.4 million customers.

Ms. McLean-Conner has more than 20 years in the utility business. She is the author of “Customer Service: Utility Style” and “Energy Efficiency: Principles and Practices.” She serves on numerous boards, including the Northeast Energy Efficiency Partnership (NEEP); the Consortium for Energy Efficiency; and the New England Clean Energy Council.

Ms. McLean-Conner received a bachelor’s degree in industrial engineering from North Carolina State University. She is a registered professional engineer.


Mat McCudden
Director of Customer and Communication Services
Clark Public Utilities

Mat McCudden is the Director of Customer and Communication Services at Clark Public Utilities. He is responsible for overseeing all aspects of the utility’s customer service and communication efforts, including, among others, the call center, marketing, customer satisfaction, process improvement, customer communication, employee communication and recognition.

Mr. McCudden has been with Clark Public Utilities for more than 30 years and has served in various positions.

Mr. McCudden serves on the Executive Planning Committee of the Western Energy Institute. He received a bachelor’s degree in economics from the University of Oregon and an MBA from City University.


David Medvedeff, Pharm.D.

David Medvedeff, Pharm.D.
Chief Executive Officer
Avatar International

Dr. David Medvedeff is the Chief Executive Officer of Avatar International, a company focused on creating a more patient-centered healthcare system. He not only works closely with his team to better inform organizational quality improvement efforts, but also volunteers his time serving on the Board of Directors of the Florida Health Choice Corporation, a health insurance exchange for small businesses established by legislation.

Dr. Medvedeff has served in healthcare leadership positions in both the public and private sectors and is considered a national thought leader on a number of pharmacy and healthcare technology topics. After overseeing the state of Florida’s Medicaid Pharmacy and Therapeutics Committee for then Governor Jeb Bush and just prior to joining Avatar, he was the vice president of Payor/Provider Services for Elsevier, the world’s largest healthcare publisher.

Dr. Medvedeff has developed direct patient care delivery models and managed product development for such clinical tools as electronic order sets and computerized physician order entry (CPOE). He has chaired several national workgroups, including the National Changing Diabetes Program HIT group; the Diabetes and Medication Reconciliation workgroups of the Pharmacy Quality Alliance; and the Florida Behavioral Health Collaborative. His accomplishments have been recognized by numerous professional organizations, and he is the first two-time winner of the American Pharmacists Association’s Pinnacle Award—first for his work related to Medication Therapy Management and second for his efforts related to the use of health information technology in response to Hurricane Katrina.

Dr. Medvedeff earned an MBA and a Pharm.D. from the University of Florida, where he studied organic chemistry, and has served on the faculty of the College of Pharmacy as an associate professor. He is a recipient of the university’s Outstanding Alumnus and Outstanding Service Excellence awards.


Jim Moorman
Senior Industry Analyst
Standard & Poor’s

James Moorman is a Senior Industry Analyst at Standard & Poor’s. He is responsible for covering a variety of telecommunication-related stocks in the wireless telecommunications and application software groups. He follows companies in the United States, Canada, Latin America, Korea and the Philippines. In 2008, The Wall Street Journal named him Best on the Street for stock picking in the wireless sector.

Prior to joining Standard & Poor’s, Mr. Moorman was a hedge fund analyst covering companies across all sectors within the technology segment, including hardware, software, semiconductors, semiconductor equipment, telecommunications and others. Previously, he was a senior analyst covering telecommunications at Prudential Equity Group, where he was ranked No. 2 in stock picking by Forbes and StarMine. Earlier, he was a beverage analyst for companies in Latin America and the United States at Deutsche Bank Securities.

Mr. Moorman received a bachelor’s degree in business administration from the University of Delaware and an MBA from the University of Florida. He is a Chartered Financial Analyst.


Terrance Morgan

Terrance Morgan
Senior Director, Strategic Decision Support
24 Hour Fitness

 


Sue Nokes
President—Canada; Senior Vice President, Global Customer Solutions
Asurion

 


Tara Oglesby
Manager, Customer Satisfaction & Business Optimization
Ameren Missouri

 


Diana Oracion
Director, Customer Care Operations
Charter Communications

Diana Oracion is the Director, Customer Care Operations at Charter Communications. She is responsible for the management of charter.com; mobile support; My Account portals; online virtual assistant; and interface with live chat. Additionally, she participates in the company’s Web strategy initiatives, including the customer care mobile customer experience road map; Web performance; and search engine optimization.

Prior to joining Charter Communications, Ms. Oracion was a business manager at Cable One. There, she managed multiple office locations and associate training, and supervised customer service, dispatch and marketing interfaces. In addition, she managed two different billing platforms to support operations, billing, reports and online access.

Ms. Oracion received a bachelor’s degree in accountancy from New Mexico State University.


George Owens

George Owens
Managing Director of Marketing
Service Corporation International

George Owens is the Managing Director of Marketing at Service Corporation International (SCI). He is responsible for enhancing the company’s brand identity and designing and implementing market research programs that help illuminate customer satisfaction, new product development and segmentation.

Prior to joining SCI, Mr. Owens was a director in the Emerging Industries Practice at J.D. Power and Associates. There, he was responsible for managing major syndicated and proprietary research programs during a 12-year career. Additionally, he led the design and execution of customer satisfaction and loyalty programs for a variety of clients and led certification efforts in both automotive and emerging industries.

Mr. Owens received a bachelor’s degree from California State University, Northridge, and an MBA from Pepperdine University.


Karen Kraus Phillips

Karen Kraus Phillips
Vice President/Corporate Marketing Services & Investor Relations
Erie Insurance

Karen Kraus Phillips is the Vice President of Corporate Marketing Services and Investor Relations at Erie Insurance.

Ms. Kraus Phillips brought more than 20 years experience in communications and marketing to Erie when she joined the company in 1999 as a department manager in Corporate Communications. In 2001, she was named assistant vice president and in 2003 was promoted to vice president, at which time she also became responsible for investor relations. In 2008, she moved into the Strategic Marketing Division, taking on a leadership role in corporate marketing.

Ms. Kraus Phillips has served on many community boards and committees and has received multiple local and national awards and recognitions. She earned a bachelor’s degree in journalism, with minors in marketing and psychology, from West Virginia University. She holds an Investor Relations Certificate from the University of California, Irvine, and the National Investor Relations Institute.


Laura Pickering

Laurel Pickering, MPH
President and Chief Executive Officer
Northeast Business Group on Health

Laurel Pickering is the President and Chief Executive Officer of the Northeast Business Group on Health (NEBGH), a 190-member business coalition representing more than 1 million covered lives. NEBGH also provides the employer’s perspective on current health care issues to legislators and healthcare organizations. She focuses on mobilizing the business community to drive improvement in healthcare, providing access to health insurance for small businesses by creating a health insurance exchange and organizing health plans to work together to improve quality. Recent initiatives include the New York Metro Mental Health Collaborative One Voice initiative and the New Jersey Gaps in Care initiative. Additionally, she oversees the company’s role in the New York State Health Accountability Foundation, a joint venture between NEBGH and IPRO, as well as the regional rollout of The Leapfrog Group in the New York Metro Area.

Prior to joining NEBGH, Ms. Pickering served as a researcher for Columbia and Emory universities and worked for the Centers for Disease Control and Prevention (CDC).

Ms. Pickering chairs the Board of Directors of the NEBGH subsidiary, HealthPass, a health insurance exchange for small businesses. Additionally, she serves on NCQA’s Standards Committee; CDC’s “Business and Labor Responds to AIDS” Board of Business and Labor Partners; the Advisory Council for the Commissioner of New York City Department of Health and Mental Hygiene; and the Community Advisory Committee of the New York State Health Foundation.

Ms. Pickering received a bachelor’s degree in anthropology from The State University of New York at Albany and an MPH from Emory University.


Maria Pinchevsky
Vice President, DTC Service and Sales Operations
T-Mobile USA

Maria Pinchevsky is the Vice President, DTC Service and Sales Operations at T-Mobile USA. She is responsible for overseeing a broad range of operations and support teams, including Operations Support, Sales Training, Telesales, Social Customer Support, Cross Sell/Up Sell and Retention Strategy and Execution. Her department serves as a centralized support team for all of the company’s DTC functions. Among other responsibilities, the team establishes standard operating procedures and performance expectations.

Since joining T-Mobile in 2003, Ms. Pinchevsky has held various leadership positions in Customer Service and Sales. With extensive cross-functional experience, she has a strong record of leading teams to achieving and maintaining top performances.

Prior to T-Mobile, Ms. Pinchevsky held executive customer service roles in outsourcing and internal organizations.


Barbara Porter
Vice President, Customer Experience and Business Development
Nicor National

Barbara Porter is Vice President, Customer Experience and Business Development at Nicor National. She was named to this position in December 2011 upon the completion of a merger that combined the operations of AGL Resources Inc. and Nicor Inc. In this role, she is responsible for the company’s call center, client relations, business development and marketing. Specifically, she manages the operations of a call center with 225 employees who serve the warranty and HVAC needs of the company’s customers. In addition, she oversees client relations, which ensures that the expectations of utility partners are met; leads all business development planning; and guides the strategy and execution of all marketing-driven initiatives.

Prior to joining Nicor National in 2005, Ms. Porter served as president of IBT Services, a leading call center in the utility/energy industry, which she founded in 1991. When Nicor National acquired IBT in 2005, she was named general manager and subsequently promoted to vice president, Business Development and Customer Service in 2008.

Ms. Porter is a frequent speaker at industry forums all across the country. She is an ardent believer in the positive impact that employee engagement can have on customer service, as well as the bottom line. She has published several articles in industry publications, including “Employee Engagement: Its Impact on Profitability and the Customer Experience.”

Ms. Porter currently serves as a co-chair of the 2011-2012 Southern Gas Association’s Customer Experience Committee. In addition, she sits on the Board of Advisors for the Enterprise Engagement Alliance, and is a member of WomenCorporateDirectors, a global organization that espouses best practices in corporate governance.

Ms. Porter earned a bachelor’s degree in English from Bucknell University in Lewisburg, Pennsylvania.


Michele Rowan
President and Chief Executive Officer
Customer Contact Strategies

 

Lori Rund

Lori Rund
Vice President, Product Management and Market Intelligence
Health Alliance Plan

Lori Rund is the Vice President, Product Management and Market Intelligence at Health Alliance Plan based in Detroit, Michigan. She is responsible for the identification, concept building, researching and business case developments for new products, services and markets. She also develops and leads comprehensive market intelligence functions to help the organization better understand industry trends and identify business opportunities.

Prior to joining Health Alliance Plan, Ms. Rund was the director of Product Development and Market Intelligence at Health Alliance Medical Plans in Illinois and director of Market Research at Carle Clinic Association, also in Illinois.

Ms. Rund is a member of the Product Development and Management Association. She received a bachelor’s degree in business administration from Loyola University New Orleans.


Denise Senecal
Senior Research Analyst
Pepco Holdings, Inc.

Denise Senecal is the Senior Research Analyst at Pepco Holdings, Inc., one of the largest energy delivery companies in the mid-Atlantic region. She is responsible for designing and managing market research to support the company’s smart meter customer education program and to provide customer feedback related to new online energy management tools. She develops both qualitative and quantitative research to measure customer perceptions of smart meters and to identify opportunities to enhance customer communications regarding smart meter benefits. Her expertise is in working with internal clients to design actionable research to effectively inform decisions regarding processes, communications and products.

Prior to joining Pepco Holdings, Ms. Senecal worked with credit unions, designing research to improve their online banking channel, website design and marketing communications. She led a cooperative research group for financial services research, the Internet Strategy Consortium, which focused on enhancing online financial education and account tools to increase product penetration and customer satisfaction. She began her career at Opinion Research Corporation, where she managed customer satisfaction studies and new-product research for a variety of clients targeting consumers and business-to-business segments.

Ms. Senecal received a bachelor’s degree in marketing from Syracuse University and an MBA from the University of Texas at Dallas.


Juliet Shavit
President and Chief Executive Officer
SmartMark Communications, LLC

Juliet Shavit is the Founder, President and Chief Executive Officer of SmartMark Communications, an award-winning strategic communications firm known for its innovative approach to communications. After more than a decade of serving the utilities industry, she launched SmartEnergy IP, a consulting practice within SmartMark Communications, which focuses on customer education regarding smart grid. Today, she serves as a strategic advisor to utilities globally, helping them develop effective programs and messaging at different stages of smart grid deployment.

Ms. Shavit has an expansive career helping companies of all sizes develop innovative external communications strategies. She is recognized by her peers for her honest approach to news delivery and innovative thought leadership that demonstrates a clear understanding of the application of technology to business. She is at the forefront of smart grid communications strategies and works with numerous utilities and industry organizations. She has written and published articles in leading industry magazines around the world and is a frequent speaker at events.

Ms. Shavit received a master’s degree in English from New York University.


Peggy Soileau
Market Support Manager
Entergy

 


Earl Thurmond, MD
Physician Director for Care Experience
The Southeast Permanente Medical Group

 


Greg Smolan
Assistant Vice President, Sales and Client Services
Amica Mutual

Gregory Smolan is the Assistant Vice President, Sales and Client Services Division at Amica Mutual Insurance Company. He is responsible for spearheading the company’s customer loyalty program, as well as the voice of the customer program. Additionally, he is a product manager for 10 states.

Mr. Smolan is a member of the Rhode Island Traffic Safety Coalition. He received a bachelor’s degree in economics, with a minor in organizational behavior and management, from Brown University. He holds a CPCU designation.


Sean Van Tyne
Director of User Experience
FICO

Sean Van Tyne is the User Experience Director at FICO, the global leader for decision management solutions, where he provides leadership for teams across the United States, Europe and Asia. He is the author, with Jeofrey Bean, of the new book “The Customer Experience Revolution—How Companies Like Apple, Amazon, and Starbucks Have Changed Business Forever.”

Mr. Van Tyne is a sought-after speaker, moderator and facilitator on such topics as leadership, customer experience and experience design strategies. Prior to joining FICO, he was the assistant vice president of user experience for strategy and technology at LPL Financial, the nation’s leading diversified financial services company and the largest independent broker/dealer, where he helped identify and define new market segments and provided the vision for the company’s user experience strategy.

Previously, Mr. Van Tyne was the director of user experience and technical communications for marketing and product management at Mitchell International, the leading provider of data, software and e-business solutions for the automotive insurance, collision repair and medical claims industries. Prior to Mitchell, he was the director of product design for Medibuy, a global business-to-business marketplace provider for healthcare buyers and sellers. He has provided consulting services and insights to such companies as Oracle, Hewitt Packard, Nokia and Kodak.

Mr. Van Tyne is the President of the Customer Experience Special Interest Group (www.cxsig.org); the founder and advisor of the User Experience Business Information Group for SDSIC (www.sdsic.org); and an advisor on numerous professional and corporate boards.


Rohit Verma
Professor & Executive Director
Center of Hospitality Research, Cornell University

Rohit Verma is a Professor of Service Operations Management at the School of Hotel Administration at Cornell University, and serves as the Executive Director for The Center for Hospitality Research (CHR).

Prior to joining the faculty at Cornell University, Dr. Verma was the George Eccles Professor of Management, David Eccles School of Business at the University of Utah. He also taught MBA and executive development classes at several universities around the world, including DePaul University in Chicago; the University of Sydney, Australia; the Norwegian School of Logistics, Norway; the Helsinki School of Economics, Finland; and the Indian School of Business, India.

His research interests include new product/service design; quality management and process improvement; and operations/marketing interrelated issues. He has published more than 50 articles in prestigious business journals, such as the California Management Review; the Cornell Hospitality Quarterly; the Decision Sciences journal; the Journal of Operations Management; the Journal of Product Innovation Management; the Journal of Service Research; the MIT Sloan Management Review; and the Production and Operations Management journal. His research has been supported by numerous well-respected organizations around the world, such as Fairmont, Raffles, and Swissôtel (Singapore); Hammerson and NCR Knowledge Lab (UK); Citycon (Finland); Siemens and Fraport (Germany); Wiener Konzerthaus (Austria); and, in the United States, American Express, Calvin Klein, CSFB, eBay, First Chicago, General Growth Properties, HSMAI, Neiman Marcus and the U.S. Forest Service.

Dr. Verma has received several teaching and research awards, including the Skinner Award for Early Career Research Accomplishments from the Production and Operations Management Society; the Spirit of Inquiry Award, which is the highest honor for scholarly activities at DePaul University; the Teaching Innovation Award from DePaul University; and the Doctoral Faculty Teaching Award from the University of Utah. He serves as the academic editor of the CHR’s managerial report series; associate editor of the Journal of Operations Management and Decision Sciences; senior editor of the Production and Operations Management journal; and serves as an editorial board member of the Journal of Service Research and the Cornell Hospitality Quarterly.


Doug Ziemnick
Manager, Market Research
DTE Energy Company

Douglas Ziemnick is the Manager, Customer Research and Information at DTE Energy. He is responsible for overseeing all of the company’s market research—including ongoing tracking studies and qualitative and quantitative primary research—and providing customer-guided strategic direction in support of operational decisions.

Mr. Ziemnick has served in various positions at DTE Energy, including load research, pricing, generation optimization and risk management.

Mr. Ziemnick received a bachelor’s degree in electrical engineering from Wayne State University.


 
J.D. Power Associate Bios
Michael Beird

Michael Beird
Director, Banking Services
J.D. Power and Associates

Michael Beird is the Director of Banking Services in the Financial Services Practice at J.D. Power and Associates. He oversees content for all syndicated and proprietary studies in the banking industry, including the Retail Banking Satisfaction Study; Bank Customer Switching and Acquisition Study; Small Business Banking Satisfaction Study; and the Credit Card Satisfaction Study. He is also responsible for helping attain business development goals for the Practice and has launched an advisory practice within banking services to help clients gain a better understanding of how to improve the customer experience within their institutions.

Mr. Beird has more than 30 years of experience in retail financial services. Prior to joining J.D. Power and Associates in 2008, he served as managing director for the Bank Administration Institute (BAI), where he was responsible for managing product development and retail banking events, including BAI Retail Delivery Conference and Expo, the industry’s premier annual gathering. Previously, Mr. Beird worked for 13 years as a leading management advisor at consulting firms specializing in retail banking performance strategies. He advised bankers and branch personnel across four continents on streamlining branch operations; improving service quality of frontline staff; measuring and managing customer sales; and implementing approaches to staff optimization and queuing across bank delivery channels.

Earlier in his career, Mr. Beird led major re-engineering projects and branch consolidation efforts at Shawmut Bank Boston, where he also managed M&A due diligence, distribution analysis and research for branches and call centers throughout the system. He began his career with Bank of America, where he spent a number of years in various branch management positions.

Mr. Beird has lectured extensively and written a number of articles on retail banking best practices, queuing and wait time applications, frontline staff performance and building balanced performance scorecards.

Mr. Beird received a bachelor’s degree in social psychology at the University of California, Irvine, and an MBA in finance and accounting from Cornell University’s Johnson School of Management.


Cynthia Bestard

Cynthia Bestard
Research Director
J.D. Power and Associates

Cynthia Bestard is the Research Director, Financial Services Practice at J.D. Power and Associates. She is responsible for designing products and solutions to meet the diverse needs of clients, who range from large national providers to small local financial institutions. She is also responsible for the design and execution of all research-related activities in the practice.

Previously at the company, Ms. Bestard held several research-related positions in the Financial Services Practice, including senior research manager; research manager; and research supervisor.

Prior to joining J.D. Power and Associates in 2005, Ms. Bestard was a network analyst at PPOM, where she was responsible for evaluating performance, utilization and trends of physician networks, as well as provider contracts to determine the impact of pricing structures. She also developed sampling plans and questionnaires for internal research projects. Before PPOM, she was project director in the healthcare division at Morpace International. She was responsible for managing all aspects of several large-scale proprietary studies, which included questionnaire design, vendor management, report analysis and presentation creation. Ms. Bestard is Co-Chair of the McGraw-Hill WINS (Women’s Initiative for Networking and Success) Michigan Region.

Ms. Bestard earned a bachelor’s degree in business administration, with a specialty in marketing and


Paula Bibik

Paula Bibik
Senior Research Manager
J.D. Power and Associates

Paula Bibik is Senior Research Manager, Mortgage and Investment Services at J.D. Power and Associates. She is responsible for the development, execution, analysis and reporting of syndicated and proprietary research studies for the investment services and banking sector.

Prior to joining J.D. Power and Associates in 2010, Ms. Bibik was research director, retail team at Morpace, Inc. She was the lead researcher on a large-scale customer satisfaction program for more than 1,500 stores. Her more than 10 years of market research experience spans both quantitative and qualitative methods, including the coordination/management; analysis and reporting for customer satisfaction and brand tracking studies; advertising and product testing; store exit interviews; focus groups; ethnographic studies; and client panel development/management.

Ms. Bibik earned a bachelor’s degree in audiology and speech pathology from Purdue University.


Jeremy Bowler

Jeremy Bowler
Senior Director, Insurance Practice
J.D. Power and Associates

Jeremy Bowler is a Senior Director at J.D. Power and Associates, where he leads the Insurance Practice. He is responsible for strategic business development, which spans syndicated and proprietary research and consulting services for the property and casualty industries. During his tenure with the company, Mr. Bowler has developed industry benchmarks in the insurance, healthcare, banking and mortgage industries.

Mr. Bowler has more than 20 years of experience in market research and consulting. Prior to joining J.D. Power and Associates in 2001, he was associate director for strategic planning and analytics with Young and Rubicam, Inc., where he was responsible for all research-based customer insight for the agency’s advertising and direct marketing clients.

A frequent presenter at industry events, Mr. Bowler has authored or contributed to numerous trade publications, including BusinessWeek and A.M. Best’s Best Review. Additionally, he has been interviewed by a variety of publications, including The Wall Street Journal, USA Today, American Agent and Broker, National Underwriter, and Independent Agent magazine.

Mr. Bowler earned a bachelor’s degree in physics and economics from the University of Michigan.


Lisa Chlubiski

Lisa Chlubiski
Director, Client Services
J.D. Power and Associates

 

Rocky Clancy

Rocky Clancy
Vice President, Financial Services
J.D. Power and Associates

Rockwell Clancy is the Vice President of Financial Services at J.D. Power and Associates. He oversees the company’s syndicated studies, proprietary research, consulting, and performance improvement programs for consumer financial services.

Under Mr. Clancy’s leadership, the financial services practice has established J.D. Power’s benchmarking studies as industry standards for determining drivers of customer satisfaction and measuring competitive performance in retail and small business banking, credit cards, mortgages, and investments services. J.D. Power has also undertaken proprietary engagements with some of the most well-known and well-respected brands in the industry to identify competitive gaps, develop improvement plans, and implement change management programs. In addition to conducting studies in the United States, the financial services practice has expanded to also include Canada, China and Japan.

Mr. Clancy is the author of numerous articles and reports on the shifting underpinnings of customer experience, links between customer satisfaction and shareholder value, and key strategic challenges facing the financial services industry. He is also a frequent speaker at domestic and global industry conferences and is frequently quoted in leading consumer and financial services publications.

Mr. Clancy’s career spans more than 30 years in the financial services industry, both as a banker and a consultant. Prior to joining J.D. Power and Associates, Mr. Clancy was the director of planning and development at Sheshunoff Management Services, helping bank clients develop strategic plans, establish marketing and growth strategies, and implement performance management programs. Previously, he was executive vice president of strategic planning and research at the Bank Administration Institute. He began his career with management positions in retail banking, marketing, and operations at Bank One and First Illinois Corporation.

Mr. Clancy earned a bachelor’s degree in English literature from Northwestern University and an MBA from the J.L. Kellogg Graduate School of Management at Northwestern University.


John Clark

John Clark
Director, Healthcare
J.D. Power and Associates

John Clark is Director, Healthcare Practice at J.D. Power and Associates. He is responsible for the company’s Distinguished Hospital Program, where he partners with hospitals to achieve competitive advantage by measuring and driving improvement in patient experience.

Prior to joining J.D. Power and Associates in 2010, Mr. Clark was director of Commercial Strategy Group at Abt Bio-Pharma Solutions, where he was responsible for strategic marketing research and consulting for medical technology and bio-pharmaceutical companies on early-stage new products. Previously, he led the healthcare customer loyalty practice at Harris Interactive. Earlier in his career, Mr. Clark directed the Emergency Department at the University of Rochester Medical Center (Strong Memorial Hospital), as well as community-based health centers.

Mr. Clark earned a bachelor’s degree from the University of Toronto and a master’s degree in public policy, with a major in health care, from Georgetown University.

Jeff Conklin

Jeff Conklin
Senior Director, Energy Practice
J.D. Power and Associates

 

Stephen Crewdson
Director, Global Insurance Practice
J.D. Power and Associates

 


Paul Cuevas

Paul Cuevas
Director, Automotive Finance
J.D. Power and Associates

Paul Cuevas is a Director in the Automotive Financing Practice at J.D. Power and Associates. He is responsible for overseeing syndicated research; PIN Navigator and the performance module; proprietary and tracking programs; solutions consulting; and performance improvement for the practice.

Mr. Cuevas’ career spans more than 26 years in the financial services industry, including bank credit, operations, risk management, product development, marketing and sales. Prior to joining J.D. Power and Associates in 2010, he was a consultant with automotive finance companies, where he developed strategic plans, including product development, performance management and improvement, marketing and growth strategies.

Previously, Mr. Cuevas was senior vice president of Indirect Lending at Hibernia National Bank, where he held numerous management positions, including portfolio risk management; scorecard development; pricing; auto finance; loan operations; quality control; software systems, networks and databases; marketing; and lending. He was also a credit supervisor with Citicorp Acceptance Company, Inc. and assistant branch manager with California Federal Savings and Loan. He began his career as a leasing and finance manager in the automotive retail business.

Mr. Cuevas is a frequent speaker at such conferences as the American Financial Services Association (AFSA); the National Automotive Finance Association (NAF); and the TransUnion Annual Financial Services Summit, among other industry and special events. In 2011, he conducted a joint webinar with Black Book on “Used Cars, New Problems.”

Mr. Cuevas received a bachelor’s degree in industrial management from Southeastern Louisiana University.

Jim Dougherty

Jim Dougherty
Director, Healthcare
J.D. Power and Associates

Jim Dougherty is the Director in the Healthcare Practice at J.D. Power and Associates. He is currently developing a suite of satisfaction studies for the healthcare industry, including the National Health Plan Member Satisfaction Study and the National Employer Health Plan Satisfaction Study—both covering the commercial health plan market—and the Retail Pharmacy Satisfaction Study, as well as proprietary research and consulting engagements designed to improve the performance of healthcare organizations.

Prior to joining J.D. Power and Associates, Mr. Dougherty worked for parent corporation The McGraw-Hill Companies for 27 years. He was responsible for the general management of McGraw-Hill’s medical journals and healthcare management textbooks.

Mr. Dougherty is a past president of the Association of Medical Publications, which includes more than 200 of the world’s leading medical journal publishers. He has served as an outside director on the Board of the Pharmaceutical Research and Manufacturers of America (PhRMA) and also served as a healthcare advisor to the American Business Press. In 2008, Mr. Dougherty was inducted into the Medical Advertising Hall of Fame for his long service to the medical communications industry.

In addition to his work with McGraw-Hill, Mr. Dougherty was chairman of the board of Multum Information Services, a Denver-based healthcare information technology and database company that was sold to Cerner in the late 1990s.

Mark Garrett

Mark Garrett
Director, Insurance Research
J.D. Power and Associates

Mark Garrett is a Research Director in the Insurance Practice at J.D. Power and Associates, where he is responsible for all research-related activities for the practice. He joined the insurance team in 2007 and helped launch the Insurance Shopping Study and lead the design and analysis of the Auto Claims Satisfaction Study and the Home Claims Satisfaction Study.

Mr. Garrett joined J.D. Power and Associates in 2004. Previously, he worked for DTE Energy’s Customer Insight group, where he managed several research studies and process improvement initiatives. He has more than 10 years of market research experience across the utility, automotive, mortgage and brokerage industries.

Mr. Garrett graduated cum laude with a bachelor’s degree in psychology from Madonna University in Michigan.

Stuart Greif

Stuart Greif
Vice President and General Manager
Diversified Service Industries
Global Services and Emerging Industries Division
J.D. Power and Associates

Stuart Greif is Vice President and General Manager of the Diversified Industries Practice at J.D. Power and Associates. He leads a wide range of syndicated, tracking, mystery shopping, certification and other proprietary offerings across various industries, including global travel and hospitality; real estate and construction; home improvement; consumer packaged goods; sports and fitness; media; entertainment; consumer electronics; technology; retail; shipping/transportation; professional services; senior care; funeral homes; and waste and environmental management. Previously at the company, he led the Global Travel and Hospitality Practice and Strategic Planning and Business Development globally.

Mr. Greif transitioned to J.D. Power and Associates from its parent corporation, The McGraw-Hill Companies, in 2007. There, he served as the director of Planning and Business Development for McGraw-Hill’s Information and Media segment, comprised of six businesses, including J.D. Power and Associates. He played a leading role in setting corporate strategy, planning and mergers and acquisitions/divestitures and served as a member of the segment’s executive team. He also frequently collaborated with the business units on key strategic and operational initiatives.

Previously, Mr. Greif served as a director of Finance and Operations for Macmillan/ McGraw-Hill, one of the corporation’s educational businesses, where he partnered with editorial executives and led cross-functional teams in business strategy, product development, commercialization, process management and financial control.

Mr. Greif joined The McGraw-Hill Companies in 2002 as an associate in the Management Development Program (MDP). His MDP rotations included Investor Relations for the corporation, where he led various investor and shareholder activities; Standard & Poor’s Corporate and Government Ratings Group in Tokyo, where he played a leading role in the assessment and introduction of various syndicated loan rating products for the Japanese and Korean markets; and Macmillan/McGraw-Hill, where he devised a turnaround strategy for a struggling product/service line.

Mr. Greif began his career in consulting working with Fortune 500 client executives across a variety of industries, as well as within a wide range of strategic, management, operational and functional business contexts. During this period, he spent five years with Andersen Consulting (Accenture), followed by one year of independent practice.

Mr. Greif earned a bachelor’s degree in East Asian studies at Wesleyan University and an MBA from the Darden School of Business at the University of Virginia.


Scott Hawkins
Director, Healthcare
J.D. Power and Associates

Scott Hawkins is a Director in the Healthcare Practice at J.D. Power and Associates. He is responsible for providing clients with strategic consulting services to help them improve their rankings in J.D. Power studies, as well as translate the company’s research findings into business strategies aimed at strengthening customer relationships.

Prior to joining J.D. Power and Associates in 2011, Mr. Hawkins was a program manager at Medtronic Diabetes. There, he led the company’s research and analytics function and served as a member of the marketing leadership team. Previously, he was a senior research director at Harris Interactive, where he was responsible for all aspects of business development and research activities within the healthcare sector.

Mr. Hawkins earned a bachelor’s degree in microbiology from Brigham Young University and master’s degree in biotechnology from Georgetown University.

Andrew Heath, Ph.D.
Senior Director, Energy Practice
J.D. Power and Associates

 

Christie Hickman
Christie Hickman, Senior Manager, Consumer Insights and Strategy
J.D. Power and Associates

Christie Hickman is Senior Manager, Consumer Insights and Strategy at J.D. Power and Associates. She is responsible for conducting in-depth consumer research, analysis and reporting from qualitative and quantitative data extracted from social media sources. She is the primary analyst for the company’s consumer packaged goods and diversified clients.

Prior to joining J.D. Power and Associates in 2011, Ms. Hickman was an independent marketing consultant, providing consumer/market insights, brand strategy and management and product innovation consulting services. Previously, she served as vice president of account services at UPSHOT Marketing and in account executive positions at various ad agencies. She also owned and operated a boutique retail wine store.

Ms. Hickman received a bachelor’s degree in media arts and marketing from the University of Arizona.


Matthew Holland

Matthew Holland
Senior Manager, Marketing/Media Research
J.D. Power and Associates

Matt Holland is a Senior Research Manager in the Marketing and Media Practice at J.D. Power and Associates. He is responsible for the project management; presentation development and delivery; and report analysis and writing for website evaluation studies across multiple industries. He provides thought leadership and strategy for the Practice and assists in the development of new digital product offerings.

Since joining J.D. Power and Associates in 2003, Mr. Holland has served in various research and account capacities in other areas of the company, with extensive experience in the travel and hospitality industry.

Mr. Holland earned a bachelor’s degree in business administration, with an emphasis in marketing and management, and an MBA in management and organizational behavior from California Lutheran University.


Steve Kirkeby

Weihua Huang, Ph.D.
Senior Manager, Corporate Research and Marketing Sciences
J.D. Power and Associates

Weihua Huang is Senior Manager, Statistics in the Global Research Operations Division at J.D. Power and Associates. She is responsible for providing the company’s practice areas with questionnaire design and review, data analyses, statistical modeling and statistical consultations to meet the needs of external clients. She also develops macros/modules and creates and implements innovative statistical models and analytical tools, including calculator/simulator and data fusion to improve efficiency and add value to project deliverables.

Prior to joining J.D. Power and Associates in 2008, Ms. Huang was assistant vice president at Countrywide (now Bank of America), where she built and validated statistical models for predicting mortgage delinquency and default.

Ms. Huang received a bachelor’s degree in English; a master’s degree in economics from Temple University; and a Ph.D. in statistics from the University of California, Los Angeles (UCLA).

Steve Kirkeby

Steve Kirkeby
Executive Director, Global Telecommunications Practice
J.D. Power and Associates

Steve Kirkeby is Executive Director, Global Telecommunications Practice at J.D. Power and Associates. He is responsible for the company’s telecommunications industry syndicated studies, as well as the proprietary and consulting solutions it delivers, both domestically and internationally. His practice has syndicated studies specifically addressing consumers’ experiences with their wireless, home telephone, television and Internet access services, as well as business’ experiences with commercial wireless, data and IT outsourcing services. He created the company’s customer care practice, which incorporates certification, consulting, training and custom research focused on customer care.

Mr. Kirkeby has nearly 40 years of management experience in the telecommunications and energy industries, and has held key executive positions in marketing, sales, customer service and network operations. Prior to joining J.D. Power and Associates in 2001, he was the director of Navigant Consulting’s telecommunications practice, where he directed a number of market segmentation and feasibility projects for both electric utilities and telecommunications companies. Navigant Consulting is an international management consulting company that focuses on various service industries undergoing change, including energy, telecommunications, healthcare and banking.

Previously, Mr. Kirkeby was the vice president of marketing for Entergy, a four-state electric utility, where he led efforts in advertising, product development, marketing research, competitive intelligence, customer service training, regulatory compliance, pricing and finance. While there, he built the nation’s first Internet-based competitive information-sharing program for an electric utility company.

Mr. Kirkeby held a number of key management positions in the telecommunications industry prior to his involvement in the energy industry. He served as vice president of marketing and strategic planning for Southern New England Telephone’s (SNET) long distance subsidiary during initial open access efforts in Connecticut. His responsibilities included strategic planning, product development and market management.

Mr. Kirkeby also held various leadership positions at Sprint, including network project management, product development, market management, customer service, telemarketing and sales. He pioneered the development of the Bell operating company calling card validation system, which opened the public pay phone market to non-AT&T common carriers two years before federal guidelines would have otherwise allowed. He also designed, built and was vice president/chief operations officer of Sprint’s first affiliate telemarketing and customer service center.

Prior to joining Sprint, Mr. Kirkeby served in the U.S. Army for nine years. After a two-year recall to active duty that began in 2007, he retired from the Army Reserve as a lieutenant colonel with 28 years of service.

Mr. Kirkeby earned a bachelor’s degree in electrical engineering from Santa Clara University in California. He also completed post-graduate work in business administration at Oklahoma State University, where, as a Graduate Fellow for NASA, he assisted in the development of a prototype flight-control, ground-training program for Skylab and the space shuttle. Mr. Kirkeby has also completed in-depth business negotiation training at Northwestern University’s Kellogg Business School and at Harvard Business School. He is a member of Beta Gamma Sigma, the business honor fraternity.


Chip Lackey

Chip Lackey
Senior Director, Insurance Practice
J.D. Power and Associates

Chip Lackey is Senior Director responsible for Claims in the Global Insurance Practice at J.D. Power and Associates.

Prior to joining J.D. Power and Associates in 2005, Mr. Lackey spent five years as the executive vice president and chief sales officer at Allegient Systems, a provider of Web-based litigation and professional service review. Earlier, he was senior vice president of client development at InsWeb, Inc., a Web-based insurance marketplace. Mr. Lackey was also a vice president and general manager at ADP Claims Solutions Group, a leading provider of insurance claims auto repair estimating services to the largest property and casualty companies in the United States. He was responsible for the Auto Claims Total Loss Valuation Program sales team.

Mr. Lackey attended Dartmouth College and is a member of the American Bar Association.

David Lo

David Lo
Director, Investment Services and Mortgage
J.D. Power and Associates

David Lo is Director of the Mortgage and Investment Service practices at J.D. Power and Associates. He is responsible for all syndicated research studies in the practice, and plays a leading role in the company’s growing presence in the mortgage and investment services industry through proprietary tracking, consulting and performance improvement initiatives.

Prior to joining J.D. Power and Associates in 2005, Mr. Lo was employed at MORPACE International, where he led market research efforts for the Financial Services Group.

Mr. Lo’s career spans more than 15 years in the financial services industry. He has been a frequent speaker at mortgage and wealth management conferences and has authored and co-authored articles and research in the areas of consumer marketing, market segmentation and financial services sales and strategy.

Mr. Lo earned a bachelor’s degree from Central Michigan University and an MBA from Oakland University.

Jessica McGregor
Account Manager, Global Travel and Hospitality Practice
J.D. Power and Associates

 

Richard Millard

Richard Millard, Ph.D.
Senior Director, Healthcare
J.D. Power and Associates

Richard Millard is the Senior Director of the Healthcare Practice at J.D. Power and Associates. He is responsible for the day-to-day management of the practice, which conducts studies on patient and stakeholder experiences across healthcare suppliers, manufacturers and providers, including health insurance plans, hospitals and retail pharmacies.

Dr. Millard has been measuring patient experiences and the interactions among healthcare stakeholder groups for the past 25 years. Prior to joining J.D. Power and Associates in 2010, Dr. Millard was group president for the healthcare research group at Harris Interactive, where he also organized research initiatives in Europe and Asia across industry sectors. At Harris, he also led the Strategic Health Perspectives policy forecasting service along with faculty from the Harvard School of Public Health, helping clients with scenario planning in response to regulatory changes. Previously, Dr. Millard was vice president for clinical affairs at Patient Infosystems, where he was active with early-generation disease management initiatives and ways to improve business results alongside clinical outcomes. He was a member of the faculty at the University of Rochester School of Medicine, where he directed an outpatient pain treatment center and led research developing patient-reported outcomes questionnaires. Earlier, he worked with a team at Buffalo General Hospital, developing one of the first systems for measuring rehabilitation outcomes within prospective payment schemes.

Dr. Millard has been active in a variety of roles for the American Psychological Association and was recipient of the Karl Heiser Award in 1999. His research has been published in several journals, including Addictive Behaviors; American Journal of Managed Care; Archives of Physical Medicine and Rehabilitation; Pain; and Spine.

Dr. Millard earned a master’s degree and a doctoral degree in clinical psychology from the University of Hawaii; completed a fellowship in behavioral medicine at The Johns Hopkins University School of Medicine; and earned an MBA from the Simon Graduate School of Business— University of Rochester.


Mark Miller

Mark Miller
Senior Director, Market Development, Contact Center Practice
J.D. Power and Associates

Mark Miller is Senior Director, Market Development, Contact Center Practice at J.D. Power and Associates. He is responsible for leading the global strategy and market development for the Contact Center Practice, including the Certified Contact Center Program and the Certified Technology Service and Support Program. In addition, he directs all contact center assessment and performance-improvement consulting engagements for the company.

Mr. Miller has nearly 20 years of performance-improvement consulting experience working with small, medium and Fortune 500 clients in more than a dozen industries to improve sales, customer service and technical support operations. Recent engagements include two leading wireless companies; a large automotive manufacturer; the largest telecommunications company in Italy; multiple leading insurance companies; several major financial services firms; an industry-leading utility; and a prominent video game developer.

Prior to joining J.D. Power and Associates in 2000, Mr. Miller served as a strategy and operations consultant to senior-level management, as well as an executive in the sporting goods, computer and networking services, offshore software development and Internet security industries.

Mr. Miller has a bachelor’s degree in journalism from The University of Texas at Austin and an MBA in marketing (with honors) from Regis University. He was selected as a member of the Alpha Sigma Nu Honor Society.

Finbarr O’Neill

Finbarr O’Neill
President
J.D. Power and Associates

Finbarr O’Neill is President of J.D. Power and Associates, a global leader in providing metrics and valuable insights regarding customer satisfaction and quality. He is responsible for the company’s worldwide operations, including the headquarters office located in Westlake Village, California, as well as seven domestic offices and 11 international offices.

Prior to joining J.D. Power and Associates in 2008, Mr. O’Neill was vice chairman and CEO of Reynolds and Reynolds, a global provider of dealership management software and services. He also held positions as co-chairman, president and CEO of Mitsubishi Motors North America, Inc. from 2003 to 2005, and president and CEO of Hyundai Motor American from 1998 to 2003. Mr. O’Neill joined Hyundai Motor America as general counsel in February 1985.

Previously, Mr. O’Neill was employed by Toyota Motor Sales, U.S.A. as senior counsel, following seven years of law practice in New York at Skadden, Arps, Slate, Meagher and Flom, one of the nation’s largest law firms.

Mr. O’Neill formerly served as chairman of the board of the Association of International Automobile Manufacturers. He earned a bachelor’s degree from Columbia University and a juris doctorate from Fordham University Law School, where he was an editor of the Law Review.

Gina Pingitore

Gina Pingitore, Ph.D.
Chief Research Officer
J.D. Power and Associates

Gina Pingitore is Chief Research Officer at J.D. Power and Associates, where she is responsible for the scientific rigor and oversight of the design and statistical analyses for all syndicated and proprietary studies.

Since joining the company in 2002, Dr. Pingitore has developed models to establish the relationship between various Voice of the Customer measures and business outcomes. These efforts have been published in marketing journals, as well as presented at numerous scientific and business conferences. More recently, she has focused on the development of measures of customer engagement through the creation of a Customer Commitment Model—a statistical construct to assess customers’ dedication to a particular brand or product. She has also spearheaded the company’s use of statistical techniques in data fusion to integrate disparate datasets that create a third dataset able to economically increase insight.

Previously, Dr. Pingitore was a practicing licensed clinical psychologist and behavioral researcher in academia, where she authored numerous articles in professional journals and managed numerous projects funded through federal grants. Later, she worked for a major advertising agency as a strategic planner on numerous engagements, including the 2002 Winter Olympics.

Dr. Pingitore received a master’s degree in psychology from Edinboro University of Pennsylvania, and a doctorate in psychology from Loyola University of Chicago.

Geoff Prince
Senior Manager, Operational Research
J.D. Power and Associates

 

Kristy Saieg
Research Manager
J.D. Power and Associates

Kristy Saieg is a Research Manager in the Financial Services Practice at J.D. Power and Associates. She is responsible for the management of several syndicated and proprietary studies, including the Primary Mortgage Servicer Satisfaction Study and the Primary Mortgage Origination Satisfaction Study. In addition to the management of these studies, she is also a primary contributor to the analytics and insight of both mortgage and investor studies and takes the lead role in the development of mortgage client presentations.

Prior to joining J.D. Power and Associates in 2008, Ms. Saieg worked for more than nine years at RDA Group. There, she was responsible for managing several quantitative and qualitative studies—both tracking and ad hoc—through all aspects of the market research process, including proposal development and bidding; survey and project design; budgeting; project management; reporting; and data analysis. She was integral in the management of one of the company’s largest financial client’s global studies, which utilized multiple methodologies and was conducted in more than 36 countries. Additionally, she was a key team member tasked with continuous improvement of recruiting practices and was part of the off-site qualitative research team.

Ms. Saieg received a bachelor’s degree in marketing from Oakland University in Michigan.

Melissa Sauter

Melissa Sauter
Vice President, Services and Emerging Industries Americas
J.D. Power and Associates

Melissa Sauter is Vice President for the Americas in the Global Services and Emerging Industries Division at J.D. Power and Associates. She is responsible for overseeing the company’s delivery of syndicated research, proprietary tracking programs, solutions consulting and performance improvement programs to non-automotive clients in the United States, Canada, Brazil and Mexico. Industries served include insurance; financial services; healthcare; real estate and construction; travel; energy; telecommunications; and government.

Previously at the company, Ms. Sauter was senior director of the Diversified Practice in the US Services and Emerging Industries Division, which included the powersports, marine, commercial vehicle, technology, government and emerging industries business sectors.

Since joining J.D. Power and Associates in 1995, Ms. Sauter has held roles in practice leadership, business development, sales management, research and operations across the company’s automotive and non-automotive divisions.

Earlier, Ms. Sauter was a senior consultant for Deloitte Consulting, where she focused on strategy and business process re-engineering within the automotive industry. She also worked in sales and marketing for Freudenberg-NOK, a Tier 1 supplier to the automotive industry.

Ms. Sauter earned a bachelor’s degree in business from Michigan State University and an MBA from the University of Michigan.

Dan Seldin

Dan Seldin, Ph.D.
Director, Corporate Research and Marketing Sciences
J.D. Power and Associates

Dan Seldin is a Director in the Corporate Research and Marketing Sciences Department at J.D. Power and Associates. He is primarily responsible for overseeing research design and statistical analyses within the Diversified Practice. Industries in this practice include utilities, telecommunications, travel and hospitality, sports, commercial vehicle and emerging industries. Dr. Seldin’s duties include designing study methodology, sampling and questionnaires; providing research support; analyzing data; assisting with writing proposals and study findings; and presenting study findings to clients for numerous syndicated and proprietary studies.

Prior to joining J.D. Power and Associates in 2002, Dr. Seldin was a senior program evaluator for the Riverside Unified School District. In this position, he evaluated and assisted in the implementation of district-wide state and federally funded intervention programs aimed at increasing academic performance and school safety.

Dr. Seldin received a bachelor’s degree in psychology and sociology, magna cum laude; a master’s degree in psychology; and a Ph.D. in psychology from the University of California, Riverside.

Amanda Sheridan
Manager, Client Engagement Support
J.D. Power and Associates

Amanda Sheridan is Manager, Client Engagement Support in the Financial Services Practice at J.D. Power and Associates. She is responsible for supporting the Practice with input, development and delivery of client presentations. Additionally, she provides analyses for syndicated and proprietary studies and contributes analytical support for client engagements. Previously at the company, Ms. Sheridan served as a marketing research specialist, managing investment services syndicated studies and supporting various research projects.

Prior to joining J.D. Power in 2011, Ms. Sheridan was an analyst at Digitas. There, she conducted analyses, developed insights and provided ongoing recommendations for a major automotive client in the digital media space.

Ms. Sheridan received a bachelor’s degree in marketing from the University of Michigan-Dearborn.


Marcus Skerske

Marcus Skerske
Research Supervisor, Insurance Practice
J.D. Power and Associates

Marcus Skerske is a Research Supervisor in the Insurance Practice at J.D. Power and Associates. He is responsible for the auto insurance suite of studies and subsequent auto insurance proprietary engagements with clients in the property and casualty insurance industry.

Mr. Skerske joined J.D. Power and Associates in 2007. Since then, he has been a primary contributor to process improvements in the Insurance Practice. He has also been a thought leader in more effectively leveraging insights in the Practice’s on-site presentations, workshops and core report deliverables.

Mr. Skerske earned a bachelor’s degree in business management from Oakland University in Michigan, with a special concentration in marketing.

Gary Tucker

Gary Tucker
Senior Vice President, Global Services and Emerging Industries Division
J.D. Power and Associates

Gary Tucker is Senior Vice President of the Global Services and Emerging Industries Division of J.D. Power and Associates. He is responsible for overseeing the company’s worldwide non-automotive business, which delivers syndicated research, proprietary tracking programs, solutions consulting and performance improvement programs to clients around the world. Industries served include: insurance; financial services; healthcare; real estate and construction; travel; energy; telecommunications; recreational vehicle; commercial vehicle; and powersports.

Previously, Mr. Tucker was Senior Vice President and General Manager of the U.S. Services and Emerging Industries Division, where he led the company’s U.S. non-automotive operations and earlier was Executive Director of Client Services for the automotive industry.

Mr. Tucker joined J.D. Power and Associates in 2001 with 18 years of automotive experience, including three years as an OEM executive, five years in automotive financing and 10 years in retail automotive.

Prior to joining J.D. Power and Associates, Mr. Tucker was vice president of marketing and product planning for American Isuzu Motors Inc. During his three years with Isuzu, he also served as vice president of sales and as vice president of asset management.

Earlier in his career, Mr. Tucker held various sales and marketing positions at GE Capital Auto Financial Services, including business leader of the Canadian unit, GE Capital Autolease Canada, located in Mississauga, Ontario. He also spent 10 years working in the retail automotive industry in the Northeast.

Mr. Tucker studied engineering at the New Jersey Institute of Technology and earned an MBA from the University of Southern California.

Rohit Verma

Rohit Verma, Ph.D.
Professor and Executive Director, The Center for Hospitality Research
Cornell University

 

Herb Williams-Dalgart

Herb Williams-Dalgart
Director, Global Contact Center and Mystery Shopping Practice
J.D. Power and Associates

Herb Williams-Dalgart is Director, Global Contact Center and Mystery Shopping Practice at J.D. Power and Associates. He is responsible for the operational oversight and performance of both the Contact Center Solutions and Mystery Shopping teams, which support the company’s Call Center Certification Program; Operational Performance Assessments; Benchmarking Toolkit; Contact Center Assessments; and Mystery Shopping activities. Previously, he was director of Certifications and Solutions for the company’s Global Services and Emerging Industries Division.

Before joining J.D. Power and Associates in 1996, Mr. Williams-Dalgart was director of operations at The Lovelace Family Limited, a greeting card and gift manufacturer in Colorado. He was responsible for artist and writer contracts, general budget and corporate oversight, including management of human resources, accounting, order fulfillment and collections. Previously, he was the conference program manager for the University of California, Santa Barbara, where he managed international conferences held on the campus.

Mr. Williams-Dalgart is a member of the International Society of Performance Improvement (ISPI) and Southern California Writer’s Association (SCWA). He is a recipient of both a McGraw-Hill Corporate Achievement Award and a J.D. Power Thought Leadership Award for his work in certification and service excellence.

Mr. Williams-Dalgart earned a bachelor’s degree in English, with honors, from the University of California, Santa Barbara, and holds a certificate in screenwriting from the University of California, Los Angeles, and has spent time studying at the Shakespeare Institute in England. He also holds a Green Belt Certification in Six Sigma.


Larry Wu

Larry Wu
Senior Director, Diversified Industries Practice
J.D. Power and Associates

Lawrence Wu is Senior Director in the Diversified Industries Practice at J.D. Power and Associates. He is responsible for managing a number of key Fortune 1000 clients in the company’s customer satisfaction tracking research program. In this capacity, he has executed a service consistency project and Voice of the Customer proficiency assessment. Additionally, he is a thought leader for the company’s products and services within the US consumer electronics industry.

Mr. Wu has been with J.D. Power and Associates since 1996. During his tenure, he has held positions in the US automotive group, where he led the automotive emerging technologies practice and the automotive supplier research group. Additionally, he spent more than five years in the client services group, where he led the automotive supplier account team and formed the finance and insurance account team.

Prior to joining the company, Mr. Wu worked at Andersen Consulting (Accenture) as a senior consultant and at Kraft Foods in their brand management marketing information group.

Mr. Wu received a bachelor’s degree in economics, with a minor in Chinese, and an MBA from the University of Michigan in Ann Arbor, Michigan.