CEO & Principal Analyst
Robin Gareiss is CEO and Principal Analyst of Metrigy where she oversees research product development, conducts primary research, and advises leading enterprises, vendors, and carriers. She focuses on digital transformation, customer experience technologies and best practices, and artificial intelligence and analytics.
Martin was CEO of one of the first BPOs and CX consultancies in the UK. He then spent a decade in the systems integration industry positioning the value of new technology and the associated change agenda. He is now in his eleventh year as Brainfood Consulting offering a mix of services. These include conference chairing, keynotes, webinars, whitepapers, workshops, consulting and mentoring. Topics include emotive customer CX for customer interaction, customer service strategy, trends in contact centre technology, COVID triggered digital first agendas, automation and the human agenda.
Shelly Kramer is a Principal Analyst and Founding Partner at Futurum Research. A serial entrepreneur with a technology centric focus, she has worked alongside some of the world’s largest brands to embrace disruption and spur innovation, understand and address the realities of the connected customer, and help navigate the process of digital transformation. She brings 20 years’ experience as a brand strategist to her work at Futurum, and has deep experience helping global companies with marketing challenges, GTM strategies, messaging development, and driving strategy and digital transformation for B2B brands across multiple verticals. Shelly’s coverage areas include Collaboration/CX/SaaS, platforms, ESG, and Cybersecurity, as well as topics and trends related to the Future of Work, the transformation of the workplace and how people and technology are driving that transformation. A transplanted New Yorker, she has learned to love life in the Midwest, and has firsthand experience that some of the most innovative minds and most successful companies in the world also happen to live in “flyover country.”
CEO & Chief Analyst
Michael is a published author and thought leader on emerging trends in business software, digital transformation, and customer experience. In addition to his role at Arion Research, Michael is an advisor to G2 and Entercom.io, and Chairman at LocatorX. Formerly he was the chief research officer at G2, responsible for helping technology buyers use the data and insights in the G2 marketplace. Prior to joining G2, Michael led IDC’s worldwide software application research group and previously held executive roles with seven software vendors including Autodesk, Inc. and PeopleSoft, Inc. and four VC-backed technology startups.
Injection Consulting Limited
Before setting up her consultancy Nerys spent 18 years in some of the UK’s most responsive outsourcers managing contact centre services for clients like Volkswagen, Vodafone, British Gas, the National Apprenticeship Service and Sky.
Since setting up Injection Consulting in 2015 Nerys has immersed herself into the contact centre technology space and is an advisor, a consultant for and an assessor of vendor technologies.
Owner and Senior Consultant
With 15 years of passion for customer experience, Julie Tano-Lawson has, over the course of her career, set up, directed and managed customer service, customer satisfaction and inside sales centers.
Julie is now the owner and a senior consultant at Cabinet-Conseil CX where she uses her expertise to help organizations develop a customer centric culture, build customer experience strategies and enhance contact center processes.
VP & Principal Analyst
Liz Miller is a 30-year marketing veteran focused on the cross-functional team sport known as customer experience. Her research focuses on the evolution of customer engagement, the business demands on today’s Chief Marketing Officer, the rise of the Chief Customer and Experience Officers and the key trends shaping the Trust Economy.