C5 Fall 2018

Presenters: C5 Fall 2018 Meeting

fries

 

 

Sean Albertson
Managing Director, Client Loyalty
Charles Schwab & Co.

Sean Albertson is the senior Managing Director of the Charles Schwab Client Loyalty team. As a key leader within the Analytics & Business Insights department, Sean and his team provide deep analysis and business recommendations to partners within the Banking, Investor Services, Advisor Services and Digital Support departments. In addition to traditional survey and research, Sean drives Journey Analytics and research strategies across all Schwab’s client touch points, focusing on increasing client loyalty. Sean has directed VOC, Client Experience, Client Service and Retention divisions within the Financial Services, Cable and Internet industries.

 

Barber

 

 

R. Todd Barber
Executive Sales Director
CallMiner

Todd is an Executive Sales Director at CallMiner. Todd has held sales, marketing and leadership positions in his over 25 years in telecommunications and technology, in both Fortune 1000 companies, and in start-ups. An adept strategist with keen market sense and proven ability to close multi-million dollar opportunities, Todd has a demonstrated history of delivering and sustaining revenue and profit gains within highly competitive markets and is able to eliminate obstacles through creative and adaptive approaches. He has resolved complex problems, open new markets and achieve record sales, which include: running a $100M P&L, managing team of 60, growing revenue 60% AND improving customer satisfaction 11%; building a $30M business from $0 in 3 years, initially selling, then managing a team, then managing managers; taking a pre-revenue start-up to over $2M in bookings and negotiated 5 major contracts, in less than two years; hand-building two distinct teams in another start-up: one that delivered one-half of the company’s $15M revenues in less than 18 months, another that delivered 20% of the company’s $45M revenues in just two years.

Todd has been responsible for managing accounts with: Alcatel Lucent, AT&T, Bell, Cellular South, Ericsson, France Telecom/Orange, Leap/Cricket, MetroPCS, Nokia Siemens Networks, Rogers, Sprint, Telefonica, TMO-US, USCellular, Verizon, Vodafone, and others. He has a BS in Electrical Engineering from Rochester Institute of Technology and an MBA in Marketing, Finance, and Entrepreneurship from the University of Rochester.

 

Barnett

 

 

Wyatt Barnett
Senior Director, Industry and Association Affairs
NCTA

Wyatt Barnett is Senior Director, Industry and Association Affairs at NCTA. He is responsible for directing technology in NCTA’s Innovation Center – a high-profile space in Washington, DC where we tell policymakers how our industry connects Americans and empowers the future. Previously, Wyatt served in a variety of roles over 16 years in NCTA’s Information Technology shop including network, database and application development responsibilities.

Wyatt resides in Washington, DC with his wife and daughter and graduated Tulane University with a BA in History.

 

Bianca Bickley

 

 

Bianca Bickely
VP, Financial Consultant
Charles Schwab

I can partner with you to understand your goals, create a personalized plan, and provide investing guidance. You’ll understand where your money is invested and why, how your investments are performing, and how much it’s costing you. Plus you’ll have access to Schwab’s portfolio management expertise, insights, and specialists. It’s a modern approach to wealth management—so you can take ownership of your financial life.

Experience

  • VP - Financial Consultant, Charles Schwab, 2017-present
  • Associate, Financial Consultant, Charles Schwab & Co., 2016-2017
  • Client Relationship Specialist, Charles Schwab & Co., 2015-2016
  • Specialist, High Net Worth Rep, Charles Schwab & Co, 2014-2015
  • Brokerage Service Rep, Charles Schwab & Co, 2013-2014

 

Mickie Calkins

 

 

Mickie Calkins
Director, Co-Innovation
CableLabs

Currently working as the Director of Co-Innovation & Prototyping for CableLabs, Mickie Calkins has enjoyed a 30+ year career being on or leading technical teams in organizations like Hewlett-Packard, Plantronics and Texas Instruments. A long-time champion of user-centered design, Mickie holds three patents for the design of user interfaces associated with media consumption in the home as well as a design innovation award for her contribution developing an award-winning remote control for Hewlett-Packard. Most recently, she has agreed to be an innovation coach for UpRamp, an accelerator designed to connect established start-ups with the cable industry.

Mickie holds a Bachelors degree in Technical Journalism and Computer Science from Colorado State University and is a member of WICT (Women in Cable Telecommunications), ACM, SIGChi and IEEE.

 

Brad Cravens

 

 

Brad Cravens
Managing Director
Client Loyalty Consultancy
Charles Schwab

Brad Cravens is the Managing Director of the Charles Schwab Client Loyalty Consulting team. Brad’s team provides deep analytics and insights specific to client feedback that is collected across all of Schwab’s client touchpoints and major business units, and the analytics and insights are used to drive enhancements to Schwab’s products, services, and improvements to the overall client experience. Prior to his current role, Brad led client experience, voice of client, and retention efforts across Schwab.

 

Scott Fairchild

 

 

Scott Fairchild
VP, Client Experience
Spectrum Enterprise

Brad Cravens is the Managing Director of the Charles Schwab Client Loyalty Consulting team. Brad’s team provides deep analytics and insights specific to client feedback that is collected across all of Schwab’s client touchpoints and major business units, and the analytics and insights are used to drive enhancements to Schwab’s products, services, and improvements to the overall client experience. Prior to his current role, Brad led client experience, voice of client, and retention efforts across Schwab.

 

Katherine Gessner

 

 

Katherine Gessner
VP, Strategic Planning & Policy
MCTV (Massillon)

Katherine Gessner is the Vice President of Strategic Planning and Policy for MCTV. She is responsible for implementation of the company’s strategic plan and works closely with all aspects of the company’s operations. Prior to her current role, Katherine served as MCTV’s Sales & Marketing Director where she was responsible for overseeing the marketing, commercial sales and the Safeguard home security sales teams. She is the granddaughter of MCTV founders, Richard and Susan Gessner, and the third generation to work at the family-owned company. Katherine holds a BA from Marietta College (OH) and an MBA from the Daniels College of Business at the University of Denver.

 

Tom Green

 

 

Tom Green
Chief Product Officer
Averon

Tom has a strong FinTech background, having served as a senior analyst at Capital One as well as VP at Lending Club where he managed their Small Business group. Tom also has extensive experience at Bain & Company, is a graduate of Harvard Business School, and earned a degree in Biological Sciences from the University of Oxford.

 

Steve Hartley

 

 

Steve Hartley
Professor and Co-Chair, Department of Marketing
University of Denver

Steven Hartley is a professor of marketing at the Daniels College of Business. He has performed extensive research and written numerous articles that have garnered awards that include: first place, Top Ten Sales Articles of the 20th Century: American Marketing Association, Sales Management Interest Group finalist (2002); American Marketing Association, 1990 O’Dell Award—given to authors of the JMR article with the most significant impact on the discipline during the past five years; the Best Article of the Year Award (1986) by the Academy of Marketing Science; the Faculty Research Award (1987) for the College of Business Administration from the University of Denver, presented to the faculty member who has demonstrated the highest level of sustained quality research activity.

Steve was an American Marketing Association Doctoral Consortium Fellow and won the Dean’s Prize for Applied Research, University of Minnesota, School of Management in 1980. When working with the media, Hartley can address marketing from both an academic and industry perspective. He can discuss marketing and strategic resources, business-to-business advertising, promotions and advertising, product development, consumer marketing and trends.

Dr. Hartley holds a BME in Mechanical Engineering, an MBA, and Ph.D. in Marketing, from the University of Minnesota.

 

Jacob Malone, Ph.D.

 

 

Jacob Malone, Ph.D.
Lead Strategist
CableLabs

Jacob is a Lead Strategist on the Technology Strategy team at CableLabs. With a background in applied microeconomics and industrial organization, Jacob’s main focus area is empirical analyses of subscriber demand that enable cable operators to make data-driven product and network strategy decisions.

Jacob holds a Bachelor of Arts, a Master of Arts, and PhD in economics, all from the University of Georgia and has been published in peer-reviewed journals such as Telecommunications Policy

 

Sanjay Patel

 

 

Sanjay Patel
Principal Strategist
CableLabs

Sanjay Patel is a Principal Strategist at CableLabs, a non-profit research and development lab funded by the global cable industry. As a senior member of the Technology Strategy team, he partners with the organization’s innovation and R&D groups on technical, competitive and economic analyses. His areas of focus include Wireless (5G, fixed wireless substitution, new spectrum opportunities, MVNO business models and economics,) and Fixed Broadband (bandwidth demand growth forecasts, and Video OTT services, IP video migration). Sanjay also works closely with Kyrio, CableLabs’ for-profit subsidiary, to help form the overall strategic direction for its suite of testing, security and online services.

Before joining CableLabs in 2014, Sanjay led product and strategy for Comcast’s wholesale services business unit. Prior to that, he held several roles in finance, product, strategy and corporate development for Level 3 Communications. In addition, Sanjay has worked as a Certified Public Accountant.

Sanjay holds a Bachelor of Science degree in Finance and an MBA from the Kellogg School at Northwestern University.

 

Charles Patti

 

 

Charles Patti
Senior Fellow & Cox Chair
The Cable Center

Charles (Chuck) is the James M. Cox Professor of Customer Experience Management and Senior Fellow at The Cable Center and a Professor Emeritus at the University of Denver and Queensland University of Technology, Brisbane, Australia. Professor Patti has deep international experience through consulting and academic appointments throughout Europe, Australia, and Southeast Asia, with extensive experience in building, delivering, and evaluating curriculum in a wide range of settings, including doctoral seminars, MBA and other specialized postgraduate courses, undergraduate programs, and professional and corporate learning. He has special expertise in case method learning and has coordinated several case learning workshops, including a Harvard Business School case workshop. He was an early adopter of online teaching and learning technologies and developed several firsts in learning technology, including the first video case, the C-DIE format (interactive case learning), the online MBA (Otis Elevator Company), and most recently, the Virtual Grocery Environment for interactive learning.

Much of his teaching draws from his business and consulting experience, which includes clients in the higher education sector (The Cultural Precinct, University Libraries, Bureau of Publications, Athletic Departments, Colleges of Business, Law, and Arts, and the Australian Vice Chancellors’ Committee) and in the business sector (American Newspaper Publishers Association, American Telephone Advertising, Inc., Chubb Electronic Security, Gannett, Inc., McDonald’s Corp., New Zealand Telecom, and Sunsuper, Pty. Ltd.) He has built and delivered major learning programs with consulting clients that have included Aetna Insurance, British American Tobacco, Otis Elevator, Queensland State Department of Development, Siemens, Texas Instruments, and Philip Morris. His research covers marketing communication and CE management and his work includes journal articles, book chapters, and eight books on various aspects of marketing. Recently, Dr. Patti has been conducting research on the Customer Experience (CE) Maturity Curve, CE ROI, and CE metrics. He is a past winner of the Marketing Educator of the Year Award and is recipient of the James Hershner Free Enterprise Award.

Dr. Patti holds a A.B. (history and literature), an M.S. (advertising) and a Ph.D., all from the University of Illinois in Champaign-Urbana.

 

Don Richards

 

 

Don Richards
CFP®, Owner/Advisor
The Richards Financial Group

Don Richards, CFP® has been a financial advisor and an independent insurance broker since 1984. He earned his BS in Civil Engineering from the University of Colorado in 1978, his MBA in Finance from the University of Denver in 1983 and his CERTIFIED FINANCIAL PLANNER™ designation in 1989. Don currently holds FINRA Series 7, 63 and 65 registrations and provides investment products through Cetera Advisor Networks, LLC and Vantage Financial Group, Inc. He is the founder of The Richards Financial Group, Inc. He is an associate with The Benefit Team, LLC and is a consultant with AssuredPartners, Inc.

Don is involved in numerous community and professional organizations and has served on the boards and advisory councils of several charitable foundations, including the Denver Metro Chamber of Commerce, the Young Americans Education Foundation and Junior Achievement of Metro Denver. He served on the Chamber's Executive Committee from 2008 through 2009. Don is an active member and volunteer with the Denver Chamber, is a graduate of the 2007 class of Leadership Denver, an eight-time delegate in the Leadership Exchange program and a six-time delegate in Colorado Experience. He is a 2011 graduate of Leadership Program of the Rockies and is an advisor to the American Enterprise Institute Leadership Network. Don serves on the steering committee of the Dean’s Society at the Daniels College of Business and has served as a mentor in the Daniels Scholars program.

Distinctions:

  • Daniels College of Business Outstanding Alumnus of the Year - 2015
  • Robert Blankenship Heart Award (Denver Chamber) - 2014
  • Reiman School of Finance Distinguished Alumni Award - 2013
  • David E. Bailey Small-Business Advocate Award - 2008
  • Four-time recipient of the Chamber Champion Award

Don has climbed all of Colorado’s Fourteeners and is a regular participant in long-distance cycling events. He is a pen-and-ink artist whose work has been published since 1972. Don is a frequent speaker at various events and programs within the Denver business, civic and academic communities.

 

Ron Rizzuto

 

 

Ron Rizzuto
Senior Fellow
The Cable Center

Ron is a Professor of Finance at the Daniels College of Business at the University of Denver and holds The Ron Rizzuto Chair for Excellence in International Executive Education. The endowed chair that was established in his name supports Dr. Rizzuto’s ongoing work with the Chinese Executive Media Management Program (CEMMP), which equips Chinese mid-career executives and government officials with the business skills to ensure a more successful future for China's media industry. He has been involved with the cable industry for 30 years and is one of the leading authorities on the economics of U.S. municipal telecommunication overbuilds. Ron was inducted into Cable TV Pioneers in 2016 for his service to the cable industry. He is an honorary lifetime member of Women in Telecommunications (WICT) and received WICT’s Special Accolade Award in 1988 and 1991. Dr. Rizzuto’s teaching and research areas include: capital expenditure analysis, mergers and acquisitions, corporate financial planning, corporate restructuring, telecommunication finance and customer experience management (CEM). He has published numerous articles and regularly delivers seminars in his specialty areas. Dr. Rizzuto has received several teaching awards including the University of Denver’s Distinguished Teaching Award, the College of Business’s Cecil Puckett Teaching Award and the Daniels Institute Leadership Award from the Institute for Executive and Professional Development. Consulting clients include: KPMG, Price Waterhouse Coopers, Time Warner Cable, First Data Corporation, CableLabs, Liberty Global, Adelphia Communications, and Cox Communications.

Professor Rizzuto has extensive media expertise and has been quoted by local, regional and national press, including broadcast news and the New York Times. He is particularly adept at explaining complex financial situations of specific companies to a broader audience.

Dr. Rizzuto holds a BS (finance and marketing), University of Colorado, an MBA (management) and a Ph.D., from New York University.

 

 

 

Cole Schofield
Head of Customer Experience
Gusto

Cole’s passion is in creating refreshingly delightful service experiences for customers. He is Head of Customer Experience at Gusto, a company that provides payroll, benefits, and HR to modern companies. In this role, Cole is responsible for blending innovative tools and talented people to make traditionally complex activities feel easy for small/medium business operators. He empowers the Customer Care, Fulfillment, Risk/Compliance, and Learning & Development teams. He’s based in Denver and has been with Gusto since March, 2017.

Prior to Gusto, Cole spent 12 years with Charles Schwab as V.P. of Client Service & Support. He helped create a culture of industry-leading investor satisfaction while leading the Active Trader, High Net Worth, Options, Escalations, and Customer Care teams among others. He also served as SROP (Senior Registered Options Principal) for the firm and led the CX integration efforts for acquisitions and key product launches. Cole has also led CX functions at Merrill Lynch, Virgin Mobile, Sony, and ICT Group. He has a B.A. from University of Colorado and an MBA from WP Carey/ Arizona State University.

 

 

 

Lisa Schwab
Program & Marketing Director
UpRamp Fiterator/CableLabs

Lisa thrives working on a micro level to create macro-level changes in an industry. She began her career in the newspaper industry where she led digital efforts for over 40 leading news sites in the country, including managing the Yahoo Newspaper consortium and launching programmatic advertising for her firm. Lisa is always looking to improve, break, and disrupt things. She is a 2x startup founder and graduate of the Boomtown Accelerator and the TIE Rockies Propel program.

Running the Fiterator program is right up Lisa’s alley of firing on all cylinders to mix her creativity with strong business modeling and strategy. She is very passionate about both startups and pushing industries forward in technology and culture. Lisa mentors many tech startups, is involved with several Startup Weeks across teh country, is a recent graduate of Seth Godin’s altMBA program, and is one of WICTRM’s Women to Watch for 2018.

 

Rama Sreenivasan

 

 

Rama Sreenivasan
CEO
Blitzz

Rama is a daredevil, a people person and a scientist (UMD, MIT, Applied Materials) all rolled into one. Although he loves getting technical, Rama's real passion lies in empathizing with the customer and finding ways to solve their problems. Nothing brings him more joy than getting his hands dirty to solve anyone’s pain point.

 

Brian Thibault

 

 

Brian Thibault
Chief Technology Officer
DeviceBits

Brian is the Chief Technology Officer at DeviceBits. He is an entrepreneur and has leadership experience in several internet-based businesses in the domains of eCommerce, lead generation, and software.

 

Maria van Dessel

 

 

Maria van Dessel
Senior Fellow
The Cable Center

Maria is a Senior Fellow at The Cable Center and a Research Scholar in the Department of Marketing in the Daniels College of Business at the University of Denver. Dr. van Dessel’s principal research covers the general area of marketing communications with a focus on advertising. Her teaching assignments have included undergraduate and graduate courses in marketing, market research, marketing process and strategy, marketing communications, advertising and advertising management subjects.

She is currently engaged in a number of research and consulting projects involving expert witness research, content analysis of marketing communications in the business-to-business sector, studies in philanthropy and customer experience metrics, along with customer experience management training for the cable industry.

Dr. van Dessel holds a BS (marketing and management), and a Ph.D., both from the Queensland University of Technology, Australia.