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	Anthony Santilli Vice President of Customer Experience Management Mr. Santilli holds the title of Vice President of Client Services at Omega and Vice President of Customer Experience Management at Anthony & Alexander Group (AAG). His Anthony & Alexander Group responsibilities include managing service executive consultants in the delivery of professional services specific to service operations and service marketing.

RSVP Executive	Dennis Gershowitz VP, Field Operations Practice Dennis Gershowitz is an accomplished senior executive, recognized for leadership in aligning business and development strategy to achieve best-in-class business success. He has held positions as Group VP/SVP/GM and been a member of numerous executive leadership teams with such companies as Alfa Wassermann, Inc.; Timbrel Systems; Olympus America Endoscopy; Medical Laboratory Automation; Technicon/Bayer; and Coulter Electronics. Presently his is Principal of his own consulting firm, DG Associates. Dennis has received numerous awards in services leadership, including Professional Services Executive of the Year. He serves on the board of directors for AFSMI (Association for Service Management International), and is a member of the AFSMI Presidents Team. In addition, he is a Fellow at UNCW’s Cameron School of Business and is Chairman of Omega Management Group Corp.'s View From the Top Research Panel-500 Advisory Board. His education includes a BBA and MBA in Business Administration from Case Western Reserve University; Certificate in Advanced Management from Lubin School of Business, Pace University; and numerous courses at the Center for Creative Leadership, Wharton, and AMA. Dennis is an accomplished speaker and published writer in the areas of customer loyalty and leadership. Dennis has successfully implemented CEM Strategy for over 15+ years that have resulted in increased revenues and profits. Further, these strategies have resulted in improvements in processes in the overall service operations. He brings to each assignment, what AG describes as “Walking the Walk” experience, which provides clients with fast continuous results that have real bottom line impact

	Sam Klaidman VP, Service Strategies Sam Klaidman is an experienced service executive with a deep and varied background that spans nearly 45 years. Sam works with Anthony and Alexander/Omega Management Group. Corp.clients to help set-up and profitably manage their customer service organizations, including developing a structure, selecting and training personnel, defining and pricing contracts and other services products, and recommending performance metrics. He also utilizes his broad experience to help clients develop and implement Customer Experience Management (CEM) strategies and turns customer loyalty survey data into actionable intelligence. As principal advisor of Middlesex Consulting Group, he applies his hands-on experience in customer service, consulting, engineering, and manufacturing to help clients grow their businesses and increase customer loyalty. Sam's recent experience includes a six-month assignment as interim VP of customer service for a Chicago-based instrumentation company, 12 years as America’s VP of customer support for Oxford Instruments (a UK-based multinational scientific instrumentation manufacturer and distributor) and seven years as global VP of customer service at Bytex Corporation (a high-end data communications equipment manufacturer). Sam also has consulted to Fortune 500 companies such as Honeywell, GE and Corning in manufacturing automation, developing strategies to integrate technologies techniques into new business areas, and evaluating mergers and acquisitions. Sam holds a B.S. in Aerospace Engineering and is a life member of the IEEE. Sam has successfully implemented CEM Strategy for over 15+ years that have resulted in increased revenues and profits. Further, these strategies have resulted in improvements in processes in the overall service operations. He brings to each assignment, what AG describes as “Walking the Walk” experience, which provides clients with fast continuous results that have real bottom line impact

	Dan Wiersma Vice President of Service Strategies – Professional Consumer Products Practice A thought leader in Customer Experience Management (CEM) service strategy and delivery excellence, Dan has led several world-class service organizations during his distinguished career. For the last 10 years, he was SVP of Sony’s Professional Services organization, where he introduced CEM survey processes that resulted in Sony receiving NorthFace ScoreBoard AwardSM recognition in multiple years for delivering world-class field service. As SVP for Sony’s Consumer Service Platform, he spearheaded the development of customer satisfaction and loyalty programs. His leadership of the use of NPS (Net Promoter Score) for the Sony Electronics service organization resulted in global recognition of this achievement by senior management, industry performance measures and top trade/business publications.

	Norm Young Senior Customer Experience Management Strategist Norm has applied his knowledge of software and services gained over more than 40 years into practical information that drives business success. His experience goes beyond strategic direction into the practical actions that build customer trust and drive profitability. From his early experience in a Fortune 500 company working with software vendors, Norm understands the keys to a consistently producing great customer experiences. He has applied this know how in the service industry to guide product development, build call centers, shape support organizations and gather and analyze customer and employee feedback to define the actions necessary to ensure customer success.Norm knows first-hand that, when customers know you are working to help them succeed, they become the most credible part of your sales team. Loyal, satisfied customer wants to tell others about the great experience they had with your company.

	Bill Moore Director of Employee Compensation & Training Bill is director of the Customer Relationship Management Institute (CRMI). His duties include the designing and delivery of on-site training, webinars on Customer Experience Management Strategies, Customer Relationship Management Skills and Corporate Certification for Professionals and Call Centers. These programs are focused on helping clients increase their customer satisfaction, employee retention and profitability. Bill is also successful in assisting clients in obtaining workforce grants. He has delivered numerous webinars and onsite training classes to front line personnel, management and other employees at companies such as Hologic, Thoratec, Accusoft, ABB, Zildjian and Brenntag. Topics typically include Improving Customer Relationship Management Skills, Problem Solving, Decision Making, Dealing with Difficult People and Time Management. Bill has successfully implemented CEM Strategy for over 15+ years that have resulted in increased revenues and profits. Further, these strategies have resulted in improvements in processes in the overall service operations. He brings to each assignment, what AG describes as “Walking the Walk” experience, which provides clients with fast continuous results that have real bottom line impact

	Alan Miller Director, Customer Experience Management Strategies Alan has more than 30 years of experience helping companies strengthen their business perspective through continued customer focus. This includes the development and implementation of Customer Experience Management (CEM) strategies that lead to increased market share, profitability and customer loyalty. He has worked with organizations ranging from small companies to Fortune 1000 firms. Alan’s experience includes a variety of sales, national account and management responsibilities at companies such as IBM, Cullinet Software and Progress Software. He holds a BS in Management Engineering from Worcester Polytechnic Institute and an MBA from Boston College.

	Alan C. Price VP, Executive Leadership Alan Price, an innovator in the field of leadership development, is president of INSPIRITAS Corporation and former director of the Global Leadership Initiative at Harvard Business School. Alan has more than 15 years’ experience creating leadership development and labor-management programs for such world-class institutions as Harvard Business School, IBM, American Student Assistance and Miller Brewing Company. INSPIRITAS’ executive education programs challenge leadership teams to accelerate results using vision, strategy and accountability. Alan has taught leadership cases at Harvard Business School’s Executive MBA Program and the Harvard Graduate School of Education. He holds a J.D. from Harvard Law School and a B.A. in Economics from Earlham College. He is the author of Ready To Lead: A Story for Leaders and Their Mentors (Jossey-Bass, 2004).

RSVP Executive	Craig Bailey Chief Customer Officer – Client Service Practice Craig is president of Customer Centricity, a management consulting firm specializing in helping companies become customer centric through highly pragmatic approaches to drive organizational change encompassing people, product, process and technology. Prior to Customer Centricity, Craig spent nearly 20 years working for numerous leading-edge corporations including GTE, EDS and Genius, driving customer-focused programs resulting in industry-wide recognition for delivering the highest level of customer service.


	David J. Cirillo, Ph.D. Director, Organizational Behavior Dave is a partner with Partnering for Productivity and Profitability and president of Cirillo Consulting. He is a research consultant with broad, extensive experience in managing domestic and international projects falling into three general areas: (1) Primary market research on customer satisfaction and loyalty measurement, new product adoption and enhancement acceptance, and pricing; (2) Organizational effectiveness and opinion research on employee retention, commitment, job satisfaction, performance management; and (3) Design and delivery of customized courses and seminars in Project Management which integrates classroom and computer lab skill building.

	Nick Manolis Director, Service Leadership Nick is responsible for the design and delivery of education programs aimed at enhancing the leadership capacity, personal/professional growth and development of AAG clients. His 30+ year career in human resource management and organizational development has included a variety of senior positions in both direct management and consulting roles. These include personnel director, director of training and consulting, director of member services and executive consultant. As both a trainer and a coach, he has worked with organizations spanning the private, nonprofit and public sectors. He has designed and delivered numerous workshops focusing on supervisory success and meeting the “need to lead.” Nick’s upbeat style blends, experience, common sense and encouragement. Nick holds a Bachelor of Arts degree in Political Science from the University of New Hampshire and h as done graduate work in Labor Relations at New Hampshire College.

	Bob Brooks Executive Director, Lean Six Sigma Bob is practical, results-oriented consultant within service, manufacturing, health care, and supply chain settings addressing issues of profitability, productivity organization change, quality, and strategic planning. Over the past ten years, he has focused extensively on helping organizations implement process improvement programs including TQM, Six Sigma, Lean and Kaizen events. He has worked with leadership teams to develop implementation strategies and plans, assisted in implementing those plans, and trained and coached organizational leaders, black belts and teams.

	Bill Bradley Director, Customer-Centric Communications Bill’s background includes 25+ years in developing market awareness and industry importance strategies through a range of research driven communications programs. His extensive background includes positions in corporate communications, media and analyst relations, research, marketing communications and publishing, predominantly in the IT/high-tech field.

	Tony Douglas Director Website Development & Analytics Tony has been designing websites and conducting search engine optimization (SEO) for more than eight years. He is a Certified Internet Webmaster, and helps companies increase traffic to their websites and improve lead generation results. He is skilled in using web analytics to measure, collect, analyze and report data on visitor activity to optimize response and enrich the visitor experience. Web analytics measures the performance of a website in many ways, and the insights and reports Tony delivers are invaluable aid to market research. With a strong sense for actionable web analytics, web design and keyword recognition and optimization, Tony helps companies identify website visitor trends so companies can market to them and to other targeted prospects more effectively.