Service Edge Summit Speakers

Ritesh is the CDO at CEAT Ltd. and responsible for driving digital led transformation in the areas of customer & channel experience, smart products, smart manufacturing and improving the digital maturity of the organisation. Ritesh has over 21 years of proven industry & consulting experience in manufacturing industry with high focus on automotive industry. His experience includes digital strategy, business development, complex program management, large scale transformations, thought leadership, solution development, innovation & business process re-engineering. Ritesh is a thought leader in auto retail and customer experience management.

Annapurna Vishwanathan is the Head of Digital at Hindustan Coca-Cola Beverages (HCCB). She is responsible for driving the digital strategy for the company & helping the company adopt & utilise the potential of digital technologies to drive growth. Her work in the organisation has an impact across the value chain, with projects ranging from digitisation of factories to creating a new digital platform to facilitate retail sales. Annu believes that the power of digital lies in optimising complex business processes and translating them into simple and compelling technology solutions and is working towards accelerating HCCBs journey in this direction. 

Annu has spent 13 years in IT and is a product of GE’s top leadership accelerators like DTLP (Digital leadership program) and Corporate Audit Staff. During her time in GE, Annu has worked across multiple sectors like Energy, Healthcare, Corporate Treasury, GE Capital and others. Annu has also been exposed to various facets of digital technology in her career. In her last roles at GE (before joining HCCB) she was the digital transformation leader for the digital hub in India and was instrumental in building the digital product management practice for the GE Power in the country.

Annu is an avid reader and loves to travel with her family. So far she traveled to more than 30 countries and aims to add at least a couple of new places to this list every year.

Feroz is a Partner and Associate Director, and leads Digital Technology and Enterprise Architecture at Boston Consulting Group India. He has significant expertise in digital technology, enterprise architecture with emerging technologies, applications management, Infrastructure management & ERP packages. Feroz has more than two decades of experience in leadership roles covering technology merger, demerger and acquisition conducting due diligence and digital maturity assessment along with setting up of future readiness-based IT operating model. He has previously worked with HCL Technologies as VP, Head of Information Solutions and was responsible for bringing strategy, processes and technology together to transform the organisation. He has also worked with Godrej Consumers, PepsiCo and Reliance Industries in leadership roles. He is an author of many technology books and is a regular speaker at technology conferences and forums. Apart from numerous technology certifications like PMP, ITIL and SAP he holds a post graduate diploma in business administration and Bachelor of Technology in Mechanical Engineering.

Matt has more than 15 years experience helping organisations across Asia Pacific transform the way they engage their customers to drive success. As a passionate Customer Experience Director, Matt has deep expertise across the FMCG/Consumer Product and High Tech Industries, working with organisations of various sizes from small and medium-sized businesses through to global enterprises. Matt is known for collaborating with his clients to help them find new and innovative ways to delight and surprise their customers, as well as drive incredible employee experiences. Matt has the courage to focus on what matters and a passion to drive strong results for his clients.

Gratiano joined Roojai in 2015 and launched the business in 2016. Roojai.com has already become the leading online company for car insurance in Thailand with over 1 million website visits per month. She manages Roojai Omni-channel contact centre that handles over 500,000 calls and 50,000 social media messages in a year with high level of customer satisfaction: NPS at 88% and 4.85 out of 5-Stars Service Rating (2019 YTD). During 3 years of operation, she has built an award-winning contact centre at Roojai:

• The Best Contact Center (TCCTA Award 2018)
• The Best Professional Management Contact Center (TCCTA Award 2018)
• The Best Effective Software Contact Center (TCCTA Award 2018)
• The Best Social Media Contact Center (TCCTA Award 2017)

Bayley is the Head of Customer Experience Development at AirAsia, and is responsible for strategically enhancing the overall customer journey within AirAsia and RBV businesses. This includes being the internal voice of customers through producing actionable insights, and leading large scale projects to improve the customer experience.

Hasniza Mohamed has over 11 years of professional experience in digital, customer experience and transformation. In her current role, she is now leading the Digital Transformation Agenda in UEM Sunrise. She is responsible in crafting and executing the ‘go digital’ implementation for both digitisation and digitalisation. She is also active in collaborating with a few start-ups and leading the first incubator team in UEM Sunrise. Among her key projects are “Hub” (customer care app for UEMS Tresorian / customer loyalty) and collaborations with start-ups such as Smart Living & Smart Parking.

Prior to her current role, Hasniza was a General Manager for Group Digital Center of Telekom Malaysia. In that role, she pioneered the digital transformation agenda towards making Telekom Malaysia a digitally-focused Company. She has participated in numerous events as speakers on the subject matter.

Hasniza holds a Masters in Mass Communications from Universiti Teknologi MARA and a Bachelor of Business Administration in Marketing from Universiti Multimedia.

Tom Hawker is part of the leadership of the ASEAN practice for Bluewolf, an IBM Company. He leads the go to market strategy across the ASEAN markets for Bluewolf while driving opportunities for customers and partners on the Salesforce platform.

Tom’s passion for business transformation and innovation on the Salesforce platform spurred his to move into consulting with Bluewolf.

His work today focuses on driving strategic innovations with CXOs of the best brands across the globe who are using the Salesforce platform to achieve their business goals.

Mark Abramowitz is Vice President of Product Marketing for Service Cloud, the world's #1 Service Platform. Mark drives Service Cloud product strategy and positioning, speaks publicly on customer service market trends and works with customers to drive innovation around customer experience and digital transformation.

Mark leads a talented team of marketers responsible for global go-to-market, messaging, PR/AR strategy, launches, content & Trailblazer marketing, events and sales enablement across the multi-billion dollar Service Cloud business.

Mark has been with Salesforce for 13+ years holding various product and marketing roles ranging from Service Cloud, Sales Cloud, Financial Services to CIO engagement. Mark spent 5 years in Australia marketing Salesforce across Asia Pacific and leading marketing for a global hotel technology company.

Matt has more than 15 years experience helping organisations across Asia Pacific transform the way they engage their customers to drive success. As a passionate Customer Experience Director, Matt has deep expertise across the FMCG/Consumer Product and High Tech Industries, working with organisations of various sizes from small and medium-sized businesses through to global enterprises. Matt is known for collaborating with his clients to help them find new and innovative ways to delight and surprise their customers, as well as drive incredible employee experiences. Matt has the courage to focus on what matters and a passion to drive strong results for his clients.

Bio coming soon.

Bio coming soon.

Tomer is a Future of Work ‘todayist’. Rather than dream of what might be, Tomer instead takes the potential of practical technology and data today and reimagines commercial outcomes and human purpose through artificial intelligence and data-driven experimentation. As a technology entrepreneur and innovation advisor for over a decade, Tomer has worked across continents with some of the world’s most notable companies, blending the worlds of data, AI, behaviours and creativity. He is a TED speaker, IBM Global Entrepreneur and a Westpac Businesses of Tomorrow recipient.

GRONADE solves operational and growth challenges for data-rich organisations with techniques which sit under the umbrella of AI. With over $100 million realised for customers through workforce, decisioning and process AI solutions, GRONADE continues to apply data science, machine learning, deep learning, natural language processing and process automation solutions to optimise processes, augment people, improve customer experiences and make better decisions about tomorrow.

Shae Marlow is Head of Consumer Platforms & Operations for Australia’s recently launched world class sports streaming experience, Kayo Sports. Shae leads the direct to consumer service experience, from strategy, CRM platform implementation and optimisation, to contact centre operations. With a blended background of marketing, media, product and technology, Shae’s role is optimise both service platforms and operations by leveraging an in-house voice of customer program that fosters best in class innovation, delivery and results and expands across the business.

Todd is an industry innovator recognised for his expertise and knowledge in customer service and customer experience. A thought leader with over two decades of experience leading, managing and growing large customer service and technology outsourcers; Todd has worked internationally with leading organisations in technology and government sectors. As one of CSIA’s Certified Practitioners, Todd supports CSIA’s community in realising and achieving their vision for best-practice customer service. Todd holds an MBA and Bachelor of Science, having attended Stanford University, University of Technology Sydney, and the Australian Graduate School of Management. Todd has spent his career immersed in technology, service outsourcing, transforming the customer experience & robotic and service automation across Australia and Asia. Todd has a passion for creating and supporting great customer services using intelligent technology and best practices. Todd is the CEO of Customer Science, a consultancy working with organisations to operationalise their CX vision and transform their customer experience.

Josh leads Monash University's Digital capability and Student Domain which is responsible for the end-to-end provision of Product Management, Experience Design and Digital Engineering services across core platforms including the University's core Student Management System, Web, CRM and Mobile from ideation and strategy through to execution and ongoing support. In addition, Josh leads the University's Student Administration transformation programme - Student First - which is transforming key administration processes and re-imagining student experience across the lifecycle.

Coming into higher education from a corporate consulting background, Josh's focus is working closely with his stakeholders to make sense of the digital changes disrupting their ways of working by quickly discovering, validating and implementing solutions which foster real innovation and deliver tangible customer and business outcomes.

Bio coming soon.

After studying engineering in the 80’s, Joe started his technology career as a field engineer, servicing digital equipment across Sydney. With the adoption of workplace computing, Joe moved into solution sales, design and implementation. This experience opened the way to supporting organisations across the finance, construction and logistics industries, to define and deliver several large solution focused transformation programs. Joe Joined BSA in 2017 to lead the Business Solution team to defined and implement BSA’s new Field Service Management capability.

As Chief Operating Officer at Intrepid Group, Michelle is responsible for global operations in Technology Services, Finance and Shared Services – an offshore office that means she gets to travel to Sri Lanka 3 times a year. An experienced C-level executive and board director of 15+ years, Michelle has developed her capabilities in the government and private sectors in a broad range of industries including pharmaceuticals, logistics, financial services, education and travel.
Initially pursuing a career in accounting and later in information technology, she has leveraged these combined skills to facilitate significant business change and growth programs. She is currently a non-executive director of REI Super and Vernet (a telecommunications provider owned by Victoria’s Universities).
Michelle's favourite travel experiences are anything to do with discovering local foods and how different communities around the world celebrate life via shared meals and conversations.

Mark Abramowitz is Vice President of Product Marketing for Service Cloud, the world's #1 Service Platform. Mark drives Service Cloud product strategy and positioning, speaks publicly on customer service market trends and works with customers to drive innovation around customer experience and digital transformation.

Mark leads a talented team of marketers responsible for global go-to-market, messaging, PR/AR strategy, launches, content & Trailblazer marketing, events and sales enablement across the multi-billion dollar Service Cloud business.

Mark has been with Salesforce for 13+ years holding various product and marketing roles ranging from Service Cloud, Sales Cloud, Financial Services to CIO engagement. Mark spent 5 years in Australia marketing Salesforce across Asia Pacific and leading marketing for a global hotel technology company.

Rowena Westphalen is Vice President, Innovation, Asia Pacific at Salesforce. In this capacity, Rowena is responsible for a wide range of customer innovation programs that Salesforce offers to customers across Asia Pacific. This includes Ignite, Salesforce’s Innovation practice of Strategists, Designers and Researchers. Part of a worldwide team of innovators Salesforce’s APAC innovation practice is a relatively new function that covers all of Asia Pacific with studios across Asia Pacific.

Previously, Rowena served on the board of directors for the Australian Design Centre. Before Salesforce she was Global Senior Director at SAP responsible for Design Thinking with customers and also lead various Analytics Innovation functions at SAP. In all these roles there’s a common theme of combining technology & analytics with human needs to create meaningful outcomes for communities and businesses.

A regular keynote speaker at corporate and industry events, Rowena had held various technical, sales and design roles in England and South Africa before she moved to Australia in 2000. Since her move to Australia – she’s focused on working throughout Asia Pacific – particularly China, Japan and India.

With over 15 years experience in CRM, focused mainly on customer experience, Paul has worked with companies large and small across the globe to put their customers at the centre of their businesses. Paul currently helps customers across the Asia Pacific region understand and implement ever-improving customer experiences across the entire customer lifecycle from pre-sale, through the sales process and across post-sales. Paul's goal is to help businesses transform and address their opportunities and challenges with innovative solutions using Salesforce's Customer Success Platform.

Tomer is a Future of Work ‘todayist’. Rather than dream of what might be, Tomer instead takes the potential of practical technology and data today and reimagines commercial outcomes and human purpose through artificial intelligence and data-driven experimentation. As a technology entrepreneur and innovation advisor for over a decade, Tomer has worked across continents with some of the world’s most notable companies, blending the worlds of data, AI, behaviours and creativity. He is a TED speaker, IBM Global Entrepreneur and a Westpac Businesses of Tomorrow recipient.

GRONADE solves operational and growth challenges for data-rich organisations with techniques which sit under the umbrella of AI. With over $100 million realised for customers through workforce, decisioning and process AI solutions, GRONADE continues to apply data science, machine learning, deep learning, natural language processing and process automation solutions to optimise processes, augment people, improve customer experiences and make better decisions about tomorrow.

Bruce is a recognised expert in service experience redesign approaches that are based on deep customer insights, rather than being purely ‘technology-led’. Bruce is skilled at designing frameworks that seek to understand and incorporate human emotions to deliver more meaningful customer experience improvements. As one of CSIA’s Certified Practitioners, Bruce supports CSIA’s community in realising and achieving their vision for best-practice customer service. Bruce holds a Bachelor of Business (Hons) in Marketing and International Marketing and is a graduate of the Australian Institute of Company Directors. Bruce has extensive experience in the manufacturing, telecommunications and public sectors. His career spans product development, marketing, acquisition, business development, strategic planning and programme management. Throughout his career, Bruce has led a number of well-documented customer service transformation projects, particularly within the public sector, advising and assisting organisations facing the challenge of how to deliver a successful digital service transformation. Bruce is Managing Director of Brooke Digital.

Josh leads Monash University's Digital capability and Student Domain which is responsible for the end-to-end provision of Product Management, Experience Design and Digital Engineering services across core platforms including the University's core Student Management System, Web, CRM and Mobile from ideation and strategy through to execution and ongoing support. In addition, Josh leads the University's Student Administration transformation programme - Student First - which is transforming key administration processes and re-imagining student experience across the lifecycle.

Coming into higher education from a corporate consulting background, Josh's focus is working closely with his stakeholders to make sense of the digital changes disrupting their ways of working by quickly discovering, validating and implementing solutions which foster real innovation and deliver tangible customer and business outcomes.

Richard has over 20 years Telco/Pay TV experience working both in Australia and Overseas in commercial, operational and customer delivery roles. He has been actively involved in 3 FSM implementations over that period for which the scope has changed significantly over that time. In most Telco/Pay TV companies, the Tech has the most face to face time with the end customer and so Richard is passionate about capitalising on this opportunity by rolling out new Field Operating Models to improve both the customer experience and the tech efficiency.

As Chief Operating Officer at Intrepid Group, Michelle is responsible for global operations in Technology Services, Finance and Shared Services – an offshore office that means she gets to travel to Sri Lanka 3 times a year. An experienced C-level executive and board director of 15+ years, Michelle has developed her capabilities in the government and private sectors in a broad range of industries including pharmaceuticals, logistics, financial services, education and travel.
Initially pursuing a career in accounting and later in information technology, she has leveraged these combined skills to facilitate significant business change and growth programs. She is currently a non-executive director of REI Super and Vernet (a telecommunications provider owned by Victoria’s Universities).
Michelle's favourite travel experiences are anything to do with discovering local foods and how different communities around the world celebrate life via shared meals and conversations.

Sarah Patterson leads the messaging, positioning and go-to-market strategy for Service Cloud, Sales Cloud and EMEA product marketing at Salesforce.

Since joining Salesforce in 2008, Sarah has worked on several major initiatives including SMB product marketing and helping to launch Chatter. She started running Service Cloud Product Marketing in 2013, and took over responsibility for Sales Cloud and EMEA product marketing in 2018.

Sarah brings more than 15 years of experience in IT consulting, M&A finance, research, and marketing to Salesforce and has held a variety of positions at McKinsey & Co., Broadview International, and the Initiative for a Competitive Inner City.

With over 15 years experience in CRM, focused mainly on customer experience, Paul has worked with companies large and small across the globe to put their customers at the centre of their businesses. Paul currently helps customers across the Asia Pacific region understand and implement ever-improving customer experiences across the entire customer lifecycle from pre-sale, through the sales process and across post-sales. Paul's goal is to help businesses transform and address their opportunities and challenges with innovative solutions using Salesforce's Customer Success Platform.