The Advisory Board of CXM Today redefines CX with visionary insights on AI, hyper-personalisation, sustainability, and more.
As businesses strive to deliver seamless and memorable experiences, the insights of industry leaders become invaluable, offering a roadmap to success.
At CXM Today, we are proud to collaborate with some of the brightest minds in customer experience and marketing. These experts bring years of expertise and a wealth of practical knowledge to the table, helping businesses navigate the complexities of modern customer expectations. Their insights cover pivotal topics shaping 2024—contact centre tools, generative AI, hyper-personalisation, customer psychology, immersive tech, live commerce, sustainability, data-driven decision-making, and more.
What unites these leaders is their shared belief in the transformative power of exceptional customer experience. Their contributions don’t just elevate industry practices; they redefine what it means to connect with customers in a meaningful way.
We’re honoured to call these trailblazers our 2024 Advisory Board. Through their visionary thinking and practical expertise, they continue to inspire, guide, and empower professionals around the globe.
Here’s to the leaders who are setting new standards in customer experience and driving the industry forward.
Arvind Dutta
Arvind is a Principal Product Manager at Microsoft Teams, bringing a cross-disciplinary background in product and design. Over six years at Microsoft, he has contributed to SaaS, services, and multi-million-dollar global programs for Fortune 100 companies.
Article by Arvind: Resist the Temptation to Implement AI for the Sake of It
David Hart
David is an Associate Partner at AG Analytics A/S, specialising in customer-centric strategies. Previously, with over 18 years of experience at KIA UK Limited, he now focuses on automating customer selection processes and improving aftersales communications.
Article by David: Debunking Common Myths About Customer Experience in the Automotive Industry
Dennis Wakabayashi
For over three decades, Dennis, better known as “The Global Voice of CX.” has dedicated himself to revolutionising customer experience (CX), helping global powerhouses like FedEx, AT&T, McDonald’s, and Wells Fargo reshape their customer relationships and drive growth.
Articles by Dennis:
Is Live Commerce Changing the Role of the Influencer?
The Survival of Legacy Brands in a Customer-Centric Era
The Subscription Model is A Game of Balance
The Future of Self-Service in CX: Essential or Overrated?
Tips to Boost Your Loyalty Programs for Modern Customers
Putting The Often-Confusing Dilemma to Rest: Omnichannel vs Multichannel CX
Frans Riemersma
Frans is the Founder of Martech Tribe, specialising in aligning global martech stacks with strategic business value—delivering an average ROI of $16 for every $1 invested. He is also a lecturer at Nyenrode Business University and Beeckestijn Business School.
Article by Frans: The Metric that Links Martech to Business Value
Fraser Hay
Fraser is the Founder of ItStacksUp. Having published over 20 books, he is a thought leader in integrating AI with practical business methodologies. Fraser developed the Skillutions® Matrix, a framework that combines human meta-skills with AI.
Article by Fraser: The Fusion of Meta Skills and AI Will Fuel CX Growth
Gareth J.Harvey
Gareth is a Chartered Psychologist (CPsychol), the Director of Consumer Psychology for Decide, the UK’s oldest independent creative agency. Previously, he was a Professor of Consumer Psychology, having taught at universities in Geneva, Paris, and North Wales.
Article by Gareth: Why the Star Rating isn’t Enough to Convince Shoppers to Buy
James Harvey
James is currently the CTO at Rimini Street. He was previously the CTO Advisor EMEA at Cisco Observability. He is an experienced, influential IT Director / CTO with international experience and a successful background in B2B, B2C, banking and retail among others.
Article by James: Why is Full-Stack Observability a Must?
Jamie Scott
Jaime is an entrepreneur with over 20 years of experience in leading software and professional services teams. As Co-founder and CEO of evaluagent, he heads a team focused on enhancing employee engagement and business performance in multichannel contact centres.
Article by Jamie: Finding the Right AI Mix to Address Contact Centre Challenges
Jared Koll
Jared is the Marketing Director at Outsource Consultants. He is a digital marketer with over 12 years of experience. Jared focuses on demand gen, sales enablement, and SEO strategy to produce results in net new ARR and sales pipeline contributions.
Article by Jared: A Complete Guide to Contact Centre Tools and Metrics for CX Growth
Jeffery Mayer
Jeffrey serves as the Managing Director, US, and Head of Product at DanAds, where he leads operations. As Head of Product, he directs the strategic vision for the Core platform, a self-serve advertising solution.
Article by Jeffery: How Tripadvisor Increased Ad Booking Revenue by 200% with Self-Serve Advertising
Jessica Shapiro
Jessica is the Chief Marketing Officer at LiveRamp (RAMP) and a global marketing executive with over 20 years of experience at leading companies like Microsoft, Starbucks, Zulily, and SAP. Her expertise is in go-to-market strategy and branding.
Article by Jessica: CMOs are Using Data Measurement to Drive Growth
John Sampogna
John is the CEO and Co-founder of Wondersauce, a digital agency specialising in brand storytelling, paid media, and digital experiences. With over 15 years in digital marketing and advertising, he has led campaigns for clients like L’Oréal, Scott’s, Brookfield, and Subway.
Article by John: Is the Return of ‘Big Ideas’ the Key to Creating Ownable Digital Experiences?
Justin Robbins
As Founder and Principal Analyst at Metric Sherpa, Justin leads a research and consultancy firm helping brands succeed in CX. With over 20 years of expertise in CX design, operations, and strategy, Justin has held leadership roles at ICMI & HDI, 8×8, and UJET.
Article by Justin: Double Trouble or Double Delight? The Impact of Digital Twins on CX
Ketaki Vaidya
Ketaki is a Product Manager for Artificial Intelligence at Oracle, with over seven years of experience at the company. She has spearheaded the development of Async APIs for Revenue Management Systems, resolving critical partner issues and enhancing scalability.
Article by Ketaki: How Duolingo Defines the Future of Product Sense
Melissa Henley
Melissa is Chief Customer Officer at KeyShot. She has over 20 years of experience in customer experience, customer success, and branding and communication from a variety of industries, including software, higher education and finance.
Article by Melissa: How to Turn Customers from Fans to Advocates
Noah Dempsey
Noah is the Marketing Coordinator at Delgado Stone Distributors. With a deep understanding of both online and offline marketing strategies, he excels at identifying market trends and customer needs to craft highly-targeted, effective campaigns.
Article by Noah: Case Study: How a DAM Strategy Pivot Revitalised a Manufacturing Company’s CX
Patrick Fagan
Patrick is a behavioural science consultant, academic and Sunday Times bestselling author. Previously the Lead Psychologist at Cambridge Analytica, he is now the co-founder of several behavioural and data analytics businesses.
Article by Patrick: Stop Caring So Much About What Consumers Want!
Paul Russell
Paul is a Consumer Behaviour Psychologist at Luxury Academy London for the last 12 years. He helps luxury companies understand the buying decisions of HNW clients and luxury consumers.
Article by Paul: We are Wired to Want What We Cannot Have!
Philip E. van den Berg
Philip is the Managing Partner of X-Elance, a firm specializing in customer engagement strategy and automation. With over 30 years of marketing experience, he helps businesses future-proof their marketing, sales, and service practices.
Article by Philip: The Efficacy of Multichannel Marketing in an Over-Saturated Market –
Richard Timperlake
Richard is the SVP of EMEA at Confluent. Bringing over 25 years of sales and management experience in the IT industry, he leads the hyper-growth of the EMEA region, helping businesses to harness real-time data and enable intelligent, responsive operations.
Article by Richard: Black Friday 2.0: Why Retailers Are Betting on Data Over Discounts
Rob Dwyer
Rob is the VP – Customer Engagement at Happitu. For over a decade, Rob has trained agents and contact centre leaders to provide superior customer service and increase agent retention rates. He is also the host of Next in Queue, a podcast featuring CX, contact centre, and customer support experts.
Article by Rob: Use Your Contact Centre Data Like It’s 2024 (Because It Is)
Sally Mildren
Sally is the CEO and Founder of ClarityPX and Boss Lady Consulting. She specialises in helping businesses accelerate growth by uncovering their unique brand and story and embedding it into a smart, strategic framework.
Article by Sally: Top Strategies to Create an Extraordinary Brand Story
Simon Rainbow
Simon is the Vice President of Sales and Customer Success EMEA at IGT Solutions. With over 20 years of experience in the customer experience (CX) automation and software industries, he is adept at identifying and delivering innovations that create business value.
Article by Simon: How CX Automation Using Artificial Intelligence Impacts the Bottom Line
Sue Azari
Sue is an ecommerce Industry Consultant at AppsFlyer. She has 10 years of experience in ecommerce. Sue advises businesses across EMEA and LATAM on mobile market trends, app growth, and retention strategies, helping them scale and succeed.
Article by Sue: Retaining Customers to Share in the White Friday Revenue Pie
Dr. Vanja Ljevar
With a strong foundation in academic research, Vanja co-founded KUBIK Intelligence to bridge the gap between data and human behavior. Her work focuses on humanising data to reveal customer insights that drive sales, loyalty, and innovative problem-solving.
Article by Vanja: Can an Algorithm Identify Your Customer’s Psychological Traits?
Valarie Vacante
Val an award-winning, creative catalyst and global innovator. As the VP of Solutions Innovation at Dentsu she designs next-generation products and innovations focused on connected experiences, emerging technologies, retail, gaming, and play.
Article by Val: How Intelligent Messaging is Accelerating AI-Powered 1:1 Experience
Microsoft Dynamics 365 represents a robust cloud-based CRM solution with features such as pipeline assessment, relationship analytics, and conversational intelligence. It utilises AI-powered insights to provide actionable intelligence via predictive analytics, lead scoring, sentiment analysis, etc. Currently, Microsoft operates in 190 countries and is made up of more than 220,000 employees worldwide.
HubSpot is an inbound marketing, sales, and customer service software provider, offering robust CRM and automation solutions. Some of its products include Marketing Hub, Sales Hub, Operations Hub, Content Hub, Commerce Hub, Marketing Analytics and Dashboard Software. Guided by its inbound methodology, HubSpot enables companies to prioritise innovation and customer success.
Monday.com is a project management software company, offering a cloud-based platform that enables businesses 
Headquartered in San Mateo, California, Freshworks is a global AI-powered business software provider. Its tech stack includes a scalable and comprehensive suite for IT, customer support, sales, and marketing teams, ensuring value for immediate business impact. Its product portfolio includes Customer Service Suite, Freshdesk, Freshchat, Freshcaller, Freshsuccess, and Freshservice. Freshservice for Business Teams has helped several global organisations to enhance their operational efficiency.
Talkdesk offers an innovative AI-powered customer-centric tech stack to its global partners. The company provides generative AI integrations, delivering industry-specific solutions to its customers. Talkdesk CX Cloud and Industry Experience Clouds utilise modern machine learning and language models to enhance contact centre efficiency and client satisfaction.
The company offers comprehensive cloud-based solutions, such as Microsoft Dynamics 365, Gaming Consoles, Microsoft Advertising, Copilot, among other things, to help organisations offer enhanced CX and ROI. Its generative-AI-powered speech and voice recognition solutions,such as Cortana and Azure Speech Services empowers developers to build intelligent applications.
IBM is a global hybrid cloud and AI-powered 
Uniphore is an enterprise-class, AI-native company that was incubated in 2008. Its enterprise-class multimodal AI and data platform unifies all elements of voice, video, text and data by leveraging Generative AI, Knowledge AI, Emotion AI and workflow automation. Some of its products include U-Self Serve, U-Assist, U-Capture, and U-Analyze. Its Q for Sale is a conversational intelligence software that guides revenue teams with AI-powered insights, offering clarity on how to effectively keep prospects engaged.
Google Cloud accelerates every organisation’s ability to digitally transform its business. Its enterprise-grade solutions leverage modern technology to solve the most criticial business problems 
8×8 offers out-of-the-box contact centre solutions, assisting all-size businesses to efficiently meet customer needs and preferences. It offers custom CRM integrations support and integrates effortlessly with third-party CRMs like Salesforce, Microsoft Dynamics, Zendesk, and more. Offering global support in all time zones & development teams in 5 continents, its patented geo-routing solution ensures consistent voice quality.
Sprinklr is a comprehensive enterprise software company for all customer-focused functions. With advanced AI, Sprinklr’s unified customer experience management (Unified-CXM) platform lets organisations offer human experiences to every customer, every time, across any modern channel.
Upland offers a comprehensive suite of contact centre and customer service solutions with products including InGenius, Panviva, Rant & Rave, and RightAnswers. InGenius enables organisations to connect their existing phone system with CRM, further enhancing agent productivity. Panviva provides compliant and omnichannel capabilities for highly regulated industries. Whereas, Rant & Rave, and RightAnswers are its AI-powered solutions, 
Zoho Social, a part of Zoho’s suite of 50+ products, is a comprehensive social media management platform for businesses and agencies. The Zoho Social dashboard includes a robust set of features, such as Publishing Calendar, Bulk Scheduler, and Approval Management to offer businesses all the essential social media publishing tools. Its monitoring tools help enterprises track and respond to relevant social conversations.
Hootsuite, headquartered in Vancouver, is a social media management platform that streamlines the process of managing multiple social media accounts. Some of its core offerings include social media content planning and publishing, audience engagement tools, analytics and social advertising. Its easy-to-integrate capabilities help marketing teams to schedule and publish social media posts efficiently.
Brandwatch enables businesses to build and scale the optimal strategy for their clients with intuitive, use-case-focused tools that are easy and quick to master. Bringing together consumer intelligence and social media management, the company helps its users react to the trends that matter, collaborate on data-driven content, shield the brand from threats and manage all the social media channels at scale.
Zoho Corporation offers innovative and tailored software to help leaders grow their business. Zoho’s 55+ products aid sales and marketing, support and collaboration, finance, and recruitment requirements. Its customer analytics capabilities come with a conversational feature, Ask Zia. It enables users to ask questions and get insights in the form of reports and widgets in real-time.
Salesforce-owned Tableau is an AI-powered analytics and business intelligence platform, offering the breadth and depth of capabilities that serve the requirements of global enterprises in a seamless, integrated experience. Marketers can utilise generative AI models, AI-powered predictions, natural language querying, and recommendationsons.
Fullstory is a behavioural data platform, helping C-suite leaders make informed decisions by injecting digital behavioural data into its analytics stack. Its patented technology uncovers the power of quality behavioural data at scale, transforming every digital visit into actionable insights. Enterprises can increase funnel conversion and identify their highest-value customers effortlessly.
Contentsquare is a cloud-based digital experience analytics platform, helping brands track billions of digital interactions, and turn those digital 
Amplitude is a product analytics platform, enabling businesses to track visitors with the help of collaborative analytics. The platform leverages the capabilities of 
Adobe Experience Cloud offers a comprehensive set of applications, capabilities, and services specifically designed to address day-to-day requirement for personalised customer experiences at scale. Its platform helps play an essential role in managing different digital content or assets to improve customer happiness. Its easy-to-optimise content gives users appropriate marketing streams, ensuring product awareness.
Started in 2005 in a Sweden-based small town, Norrköping, Voyado offers a customer experience cloud platform that includes a customer loyalty management system. This platform helps businesses design and implement customer loyalty programs, track customer 
TapMango provides a comprehensive, customisable, flexible and feature-rich customer loyalty program. The loyalty tools include an integrated suite of customised consumer-facing technology, easy-to-use merchant tools, and automation algorithms, all aimed at enhancing customer experience. Adaptable to any industry, TapMango’s platform helps merchants compete with larger chains, converting customer one-time purchases into profitable spending habits.
Adobe Experience Cloud offers a comprehensive set of applications, capabilities, and services specifically designed to address day-to-day requirements for personalised customer experiences at scale. Its innovative platform has played an essential role in managing different digital content or assets, to improve customer happiness or satisfaction. Some of its products include Adobe Gen Studio, Experience Manager Sites, Real-time CDP, and Marketo Engage.
