Nigel is the GM Customer Success at Xero, leading the award winning Customer Experience, Curriculum and Content teams. His teams present knowledge, enable community collaboration, and provide digital support to the exponentially growing customer base. The team members can be found all over the world with presence in NZ, Australia, the UK and United States enabling Xero to maintain a deep link with customers globally.
Nigel has created a continuous improvement culture, leveraging best of breed solutions, such as Service Cloud, to find more effective and scalable ways to manage the explosion in customer demand. Holding firm on digital only channels, and avoiding inbound phone calls, has fed the innovation and driven significant efficiency into the operating model.
Prior to Xero Nigel worked at Inland Revenue and was responsible for the transformational change enabled by the introduction of speech recognition and voice biometrics solutions. These solutions remain best practice case studies providing simplified servicing for all NZ Citizens and ignited his interest in designing and operating customer centric service models.
Russell started TwoHundredAndTwenty 2 years ago. It is a niche consultancy focussing on Contact Centre and Customer Services teams as part of an organisations strategic and operational plans.
TwoHundredAndTwenty helps companies help their customers by focusing on the how people, process and technology intersect to provide an improved and profitable Customer Experience. Russell is currently consulting with New Voice Media the Number 1 rated CTI solution on the Salesforce App exchange.
Prior to founding TwoHundredAndTwenty, Russell led Customer Service, Contact Centre, Online and Social Media teams in the UK, USA, the Philippines and New Zealand for NTL, Virgin, Vodafone, Spark, New Zealand Post, The Warehouse and Westpac.
Tom is the Area Vice President of Commercial Sales at Salesforce, responsible for managing the commercial sales business across Australia and New Zealand. Tom is looking to help mid tier organisations use technology as an enabler to find their next phase of growth. Tom is passionate about Cloud Computing and a compelling evangelist.
Tom has 14+ years of experience in the Software as a Service (SaaS) industry, specialising in direct sales, managing the channel, and scaling the commercial sales business across multiple countries within the APAC region. Tom has seen the industry evolve and transform. He brings a unique set of insights on where the industry has come from and where it is heading.
Anna Loughnan began her Salesforce career in 2008, supporting Spark’s international unit (TNZI) with their Salesforce implementation. She has been with Spark’s Wholesale division since 2012, managing and growing their Salesforce instance, which has expanded to include customer communities and website hosting.
Anna is a certified Salesforce administrator, and an active Trailhead participant, having recently achieved Expeditioner rank (50 badges). She plans to achieve Trailblazer greatness by achieving 100 badges and Ranger rank by Dreamforce 2017!
Anna is a founder and co-leader of the Wellington Salesforce User Group, which continues to expand.
Anna will be attending Dreamforce in San Francisco in November, for the fifth time, and continues to build her worldwide Salesforce network.
Di Terry joined salesforce in October 2007. Ms Terry is currently serving as Vice President APAC for Solution Engineering for the commercial business unit. This encompasses responsibilities for consultants who are charged with helping customers meet their cloud computing requirements through the Salesforce Customer Success Platform.
Di brings more than 15 years of technology sales, CRM domain expertise, business consulting and management experience to her role at Salesforce. She is a recognised thought leader and is also a spokesperson for Gender diversity.
Previously she was leading a large industry verticalised team of solution engineers in Europe based out of the London office for three years. For the two years prior to that she grew and led an excelling team of solution engineers covering the Australia & New Zealand territory.
She also has award winning vast experience in the field with prospects & customers working as a solution engineer herself covering all industry verticals for many years at both Salesforce and Oracle.
Ms Terry holds a Bachelor of Information Technology from Griffith University on the Gold Coast.