Customer Service Executive Roundtable – Speakers

Paul M. Neuberger 

Paul believes in making the impossible possible.  A masterful speaker and trainer, he challenges people to dig deep and discover talents they never knew they had. Whether it’s working hands-on with small teams or presenting in front of hundreds of people, Paul is adept at truly connecting with his audience and getting to the heart of important issues. He has worked with leading organizations around the world to help improve effectiveness, performance, and cultivate a stronger sense of passion in the workplace.

A sales expert, Paul is known to many organizations as The Cold Call Coach. He has taught thousands of students in more than a hundred countries through his Cold Call University program, helping sales professionals in a range of industries close more business in less time than ever before.

Paul serves as President of The Starr Group, a trusted leader in the insurance field and is one of the largest family-owned, independent insurance agencies in Wisconsin. He is also the Chairman of the 2019 American Heart Association Milwaukee Heart Walk. Lastly, Paul is the Founder of C-Suite for Christ; a group of business executives who share stories of how including Christ in our daily lives has positively affected our work environment.

Mark Stanley
Director of Strategic Business Consulting, Genesys

Mark Stanley is a Customer Experience Designer, which he performs as a Director of Strategic Business Consulting for Genesys. He is the author of Experience Design for Customer Service: How to go from mediocre to great!

He has worked in and for a variety of customer service-related companies. During a span of twenty years in the airline industry, he transitioned to the contact center to develop skills around the technology used to connect customers to service staff, as well as the supporting systems used for things like workforce management. He then moved into business consulting and project management, with a focus on the relationship and interdependence between business goals, contact center operations and technology. His areas of expertise include:

  • Strategies that deliver an effective Customer Experience and support the company’s brand.
  • “Needs analyses” and customer experience audits based on the business challenges within specific industries.
  • Implementation of integrated solutions that manage the customer experience.
  • Designing effective systems that reduce costs, increase revenue and control headcount.

Prior to joining Genesys, Mark held several call center operations and sales management positions with Crestview Consulting Group, Wolfe & Associates, ERS (a leading third-party healthcare services provider), Lufthansa German Airlines and Korean Air. He holds a Bachelor of Arts degree in History from Loyola Marymount University, is a Certified Experience Economy Expert, a COPC Implementation Leader, and a Project Management Professional (PMP).

Mark Miller
Practice Leader, Customer Service Advisory, J.D. Power

Mark Miller leads the J.D. Power Global Customer Service Advisory and is responsible for thought leadership, solutions development, strategic alliances and client support. He leads customer service, technical support and sales performance improvement and certification initiatives for the company.

Mark has over 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. Through his work leading the J.D. Power Certified Customer Service Program across channels, Mark has had the opportunity to interact
with over 600 high-performing contact centers, which has given him a unique understanding of what customers want and what top performers across industries actually do to deliver an outstanding experience. With this perspective to draw from and with access to the most comprehensive research data around what defines and drives an outstanding customer experience, Mark is one of the foremost authorities on what top performers do to create a differentiated customer experience.

Prior to joining J.D. Power in 2000, Mark 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. Mark 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.

Asfa Malik

Asfa Malik is an award-winning talent development leader with a strong background in sales, learning and strategy. She is also a cultural change agent, inclusion strategist, thought leader and brand builder. In her career, she has been able to marry her strategic mindset, sales and people development experience to create impact with business leaders and employees to drive revenue growth. Having spent most of her professional life at a global big data company, she ran the Learning & Development team serving over 5,000 employees around the world. Her expertise in data analysis, consultative selling and leadership development allows her to build strong employee programs in a growth-oriented fashion. Most recently, she led the design and development of Diversity & Inclusion strategies for a mid-sized professional staffing firm to drive innovation and belonging. In addition to leading the D&I initiative, restructured the Learning & Development team from onboarding to leadership development to drive cultural change and retention. During her time as a consultant, she partnered with CEO’s from small to mid-sized companies in Sports Management, Digital Media, IT Solutions, Transportation, CPG and Executive Search industries to design growth and change management strategies to drive cultural diversity and inclusive leadership.

Asfa has been published in Training Industry Magazine and a cited expert in Chief Learning Officer Magazine, Workhuman, Reworked, CMS Wire. She has also been an expert podcast guest in The Mondo Minute Leadership series, Careerwell Adventures in Job Seeking and Improve It Failed It. One of her greatest passions is to provide best in class development opportunities for professionals to excel in their roles, leverage their strengths, and drive career success.

John Boccuzzi Jr.
Chief Sales Officer, ISG Research

John Boccuzzi, Jr. is Chief Sales Officer, ISG Research, which is the community that brings together buyers and sellers of digital services and technologies, leveraging ISG’s data and market insights.

John runs a dynamic team of professionals that work closely with Service providers to understand their needs and create solutions to drive success.  A recognized speaker, blogger and TEDx speaker, John is a passionate thought leader in the area of Customer Experience. In 2018 John’s TEDx talk “I was Seduced by Exceptional Customer Service” was the most popular CX video of year by Omoto. John prides himself on focusing on the client’s needs and then developing unique solutions that will set an organization on the correct path.

Brian Morin
Chief Marketing Officer, SmartAction

Brian Morin has more than 20 years of marketing experience, growing and scaling B2B tech companies in high-growth sectors. Prior to SmartAction, Brian served in senior leadership roles at two different companies that experienced aggressive growth, leading to acquisition pre-IPO and new customer acquisition of more than 2,000 mid-sized and large enterprise companies. Brian brings a unique 360-degree view to marketing, with experience across both qualitative and quantitative disciplines within marketing as well as executive sales leadership.

Helena Chen
Director of Product Marketing, SmartAction

Helena Chen has more than 10 years of B2B marketing experience specializing in the creation and execution of go-to-market strategies for high-growth startups. As director of product marketing at SmartAction, she brings industry expertise in conversational AI and a passion for connecting customers with transformative technologies. Helena holds a BA in English from UCI and an MBA from Carnegie Mellon University.