Customer Analytics

Peter Fisk is a global thought leader – author, futurist, speaker – whose career was forged in a superconductivity lab, accelerated by managing supersonic brands, shaped by working with some of the world’s best companies in Europe, North America and Asia, evolved by leading a digital start-up, and formalised as CEO of the world’s largest marketing network. He works with business leaders to reimagine their markets and strategies for a better future. He brings together the best in strategy and innovation, brand and customer thinking to drive smarter, sustainable growth. Peter leads GeniusWorks, an innovative business accelerator, based in London, and is professor of leadership, strategy and innovation at IE Business School in Madrid, where he is responsible for executive programs. He also works independently and with other business schools. He was Thinkers50 Global Director, founded and hosts the annual European Business Forum, and publishes the monthly ”Fast Leader” magazine. He has over 30 years of practical business experience, working with over 300 companies and 55 countries … from Adidas’ growth into new markets to Asahi’s consumer-centric innovation, Cartier’s redefined luxury and Coca Cola’s growth strategy, McKinsey’s leadership development to Microsoft’s new approach to strategic innovation, P&G’s direct to consumer strategy and Pfizer’s future scanning, Santander’s future bank vision and Sompo’s digitally-minded leaders, Takeda’s patient-centric healthcare and Tata’s growth as a global business. Peter’s first book “Marketing Genius” fused the brains of Einstein and Picasso to ask how would they do business today, and was translated into 35 languages. His next 8 books explore the renaissance creativity of Leonardo da Vinci, in “Creative Genius”, how to innovate with purpose for positive impact, in “People Planet Profit”, and learning from the world’s most innovative companies, in “Gamechangers”. His new book “Business Recoded” challenges leaders to have the courage to create a better future, harnessing the opportunities of a post-pandemic world, through 7 shifts built on deep dives with 49 of the world’s most inspiring business leaders today. It is shortlisted for CMI Business Book of the Year 2021, and was reviewed by the Financial Times with “Wow. The book you have to read now”.

Terry Lundgren: Chairman and Chief Executive Officer, Retired Macy’s, Inc. Terry Lundgren served for 14 years as CEO of Macy’s, Inc., operator of Macy’s, Bloomingdale’s, Bluemercury and one of the largest retail ecommerce businesses in America. He retired from Macy’s, Inc. in 2017. Prior to becoming CEO of the company in February 2003 and Chairman and CEO in January 2004, Lundgren had been President and Chief Merchandising OƯicer since May 1997. (The company’s name changed to Macy’s, Inc. from Federated Department Stores, Inc. in 2007.) Lundgren began his retailing career in 1975 as a trainee with Bullock’s, a Los Angeles-based division of Federated. In 1987, at the age of 35, he was named President and CEO of Bullocks Wilshire, then the most upscale and high fashion chain of specialty department stores owned by Federated. Lundgren left Federated after its acquisition by the Campeau Corporation in 1988, joining Neiman Marcus in Dallas, TX, as Executive Vice President and shortly thereafter was named Chairman and CEO. He held that position until 1994 when he returned to Federated. As Chairman, CEO of the corporation, Lundgren led Federated’s acquisition of The May Department Stores Company in August 2005, nearly doubling the size of the company. One year later, he changed the name of more than 400 regional department stores across the country to the Macy’s name, creating a nationwide brand and the largest fashion retail company in America. In February 2015, Macy’s acquired Bluemercury. In fiscal 2016, the final year of Lundgren’s tenure as CEO, Macy’s, Inc. sales approached $26 billion, with approximately 140,000 employees. The company operated approximately 575 department stores under the nameplates Macy’s and Bloomingdale’s, and approximately 150 specialty stores that include Bluemercury, Bloomingdale’s The Outlet and Macy’s Backstage, in 45 states, the District of Columbia, Guam and Puerto Rico, as well as macys.com, bloomingdales.com and bluemercury.com. Lundgren was named one of the Top 30 CEOs in the world by Barron’s in 2015. He was WWD’s “Newsmaker of the Year” in 2014 and is the recipient of the Deming Cup by Columbia Business School for distinction in leading continuous improvement. Among his honors, Lundgren in 2008 received the Gold Medal Award from the National Retail Federation, considered the retail industry’s most prestigious recognition. Lundgren is a graduate of the University of Arizona where he gave the commencement address to the graduating class of 2000 and was awarded the Honorary Doctor of Laws degree. Lundgren is an active supporter of The Terry J. Lungren Center for Retailing at the University of Arizona. He was also awarded the honorary Doctor of Commercial Sciences degree from SuƯolk University in 2001. Lundgren currently serves on the board of directors of The Procter & Gamble Company, is a member of the Sarasota Memorial Hospital Foundation board, and the board of Trustees for the University of Arizona and serves as an Executive In Residence at Columbia Business School and is Co-Chair of the Deming Cup Award at Columbia University. He is a former Operating Partner of Blackrock LTPC and board member of Kraft Foods Inc., the Federal Reserve Bank of New York and has participated in numerous charitable and civic eƯorts. He has served as Co-Chairman of the Partnership for New York City and was Co-Founder of the American Heart Association CEO Roundtable, and as Chairman of the National Retail Federation (twice), National Minority Supplier Development Council, and the American Society of Corporate Executives, and the Economic Club of New York. He also served on the board and executive committee of Carnegie Hall for two decades.

Lior Arussy: Championing Transformation – Revolutionizing Customer Experience and Employee Engagement Lior Arussy spent the first part of his career in various executive positions at worldleading firms, such as Hewlett-Packard. It was at this stage that he recognized that the old, traditional methods of change management were flawed, and simple didn’t work for most companies. Lior took it upon himself to create a different methodology – one which recognizes that the key to truly driving a company’s change for success, is in putting its most important resource at the center of its transformational efforts: its employees. The idea being that, in order for customers to choose your product and get the most out of it, you not only have to have an exceptional product, but a great, dedicated, happy team that stands behind that product’s success. Today, Arussy is one of the leading global authorities in the fields of Customer Experience, Employee Engagement, and Strategy Execution. He is a Corporate Culture expert, a ‘success accelerator’, and a proven, passionate change agent. Called “a triple threat of transformation” by William Taylor, co-founder of Fast Company magazine, Arussy has helped many of the world’s top brands achieve unprecedented goals in customer satisfaction, growth, and profitability. Among these are Mercedes-Benz, Johnson & Johnson, Royal Caribbean Cruises, Thomson Reuters, HSBC, E.ON, FedEx, SAP, and the University of Pennsylvania, to name a few. Lior’s methodology enabled Mercedes-Benz to reach the much-coveted #1 position in customer satisfaction. Another client, a European logistics corporation, leaped from 3% annual organic growth to 44% annual organic growth in just two years! In 2003, Arussy founded the Strativity Group, a strategy firm specializing in customer experience consulting, employee engagement programs, journey mapping, and business growth. In addition, Lior has written seven books on business strategy, customer experience optimization, and achieving the ultimate success. He has also written over 300 articles for publications around the world, including the Harvard Business Review, and Chief Executive media, for which he is a regular contributing author. A recipient of numerous awards worldwide, Arussy’s accomplishments, insights, and publications have been cited and recognized by leading media, such as The Wall Street Journal, The Financial Times, The Times of London, Smart CEO Magazine, ABC, CNBC, Bloomberg TV, and MSNBC. Mr. Arussy currently resides in New Jersey with his wife and five children. He completed his undergraduate degree at Case Western Reserve University, and received his MBA from Weatherhead School of Management. He is a self-professed chocoholic.

Chris Lyons: Visionary Investor and Cultural Connector in Technology and Innovation Christopher Lyons is President, Web3 Media at a16z crypto. Prior to joining the team at a16z crypto, he cofounded the firm’s Cultural Leadership Fund (CLF) and was instrumental in launching the first Seed Fund. Lyons joined Andreesen Horowitz in 2013, first as chief of staff to co-founder Ben Horowitz. The Cultural Leadership Fund launched in 2018 with the mission to connect the world’s greatest cultural leaders to the best new technology companies and engage, empower, and elevate Black builders and creators on their journey towards excellence in the technology industry. CLF Fund I was Silicon Valley’s first venture capital fund consisting of 100% African American Limited Partners. Since, the firm has closed CLF II, donated over $1.5M in CLF management fees and carry to non-profit partners, and facilitated hundreds of introductions between cultural leaders, including seasoned athletes, entertainers, musicians and corporate executives, and a16z portfolio companies. Lyons started his career in the music industry working for Grammy-Award-winning producer Jermaine Dupri as a sound engineer. He then launched his first startup, a mobile app and digital menu offering called PictureMenu. Lyons moved to Silicon Valley in 2012 to participate in NewME Accelerator, an accelerator for minority-led startups. He is a champion of access and advancement for underrepresented backgrounds. Lyons is on the advisory boards of The Black Economic Alliance and New Story Charity as well as a member of the Verizon Media Global Advisory board. Lyons is the founder of Italian wine brand Lyons Wine, Kauffman Fellow graduate (Class ‘19), and member of Kappa Alpha Psi Fraternity, Incorporated (KT Spring ‘07). Lyons received a Bachelor of Science degree in Entertainment Business from Full Sail University in 2010.

Dr. Jonah Berger: Unlocking the Science of Influence Through Language, Behavior and Ideas How can we use language to communicate more effectively and increase our influence? Why do some products, ideas, and behaviors catch on? And how can we be more effective at changing minds and organizations? Professor Jonah Berger examines the behavioral science behind these and other questions. Millions of copies of his books are in print in over 35 countries around the world. Magic Words: What to Say to Get Your Way. Almost everything we do involves words. From emails and power points to phone calls and pitch meetings, words are how we persuade, communicate, and connect. But certain words are more impactful than others. They’re better at changing minds, engaging listeners, and driving action. What are these magic words, and how can we take advantage of their power? Learn the words that convince clients, captivate audiences, and deepen social connection. How to ask the right questions, hold attention, speak with confidence, and design presentations, pitches, and other types of content for maximum impact. And how the words others use reveal hidden information about their interests, actions, and intent. Whether you’re trying to persuade a customer, motivate a team, or get a whole organization to see things differently, this course will show you how to leverage the power of magic words. The Catalyst: How to Change Anyone’s Mind. Everyone has something they want to change. Marketers want to change customers’ minds and leaders want to change organizations. Startups want to change industries and non-profits want to change the world. But change is hard. We push and push, but often nothing happens. Could there be a better way? This book introduces a revolutionary approach to change. Successful change isn’t about pushing harder or exerting more energy. It’s about removing barriers. Overcoming resistance by reducing friction and lowering the hurdles to action. Discover the five hidden factors that impede change, and how by mitigating them, you can become a catalyst. Contagious: Why Things Catch On reveals the secret science behind why products, services, and ideas become popular. Discover how six basic principles drive all sorts of things to catch on. If you’ve ever wondered why certain stories get shared, brands get more word of mouth, or videos go viral, this book will explain why, and show you how to leverage these ideas to craft contagious content. Contagious was New York Times, Wall Street Journal, and Washington Post bestseller and has been translated into over 35 languages. Amazon named it one of the best books of the year and it received the Berry Book Prize from the American Marketing Association as the year’s best marketing book. Invisible Influence: The Hidden Forces that Shape Behavior. Ever wish you could be more influential? Be better at motivating yourself and others? Make smarter decisions and shape group opinion? This book will show you how. Invisible Influence spent more than three months on the New York Times bestseller list. It was also a Wall Street Journal and Washington Post bestseller and has been translated into over 25 languages. Berger has been recognized with a number of awards for both scholarship and teaching, including various early career awards. He was named one of the top 30 leaders in business by the American Management Association and one of the most creative people in business by Fast Company magazine. His research has been featured multiple times in the New York Times Magazine’s “Year in Ideas” and Wharton gave him the Iron Professor award for awesome faculty research. Dr. Berger has helped hundreds of companies like Apple, Google, Nike, and GE get their products, services, and ideas to catch on. He’s helped Facebook launch new hardware, the Bill & Melinda Gates Foundation sharpen messaging, and small start-ups, political campaigns, and nonprofit organizations change minds and drive action. He’s also keynoted hundreds of major conferences and events like SXSW and Cannes Lions, and spoken to audiences from 10 to 10,000 people around the world. He received a BA from Stanford University in Human Judgment and Decision Making, and a PhD from Stanford in Marketing.

Who is Tom Cheesewright? Tom is the Applied Futurist, helping people and organisations around the world to see The future more clearly, share their vision, and respond with Innovation. Tom will help you and your audience to connect tomorrow’s world to today’s experience, and make sense of what’s happening next, and why. His clients include global 500 corporations, government departments, industry bodies and charities. Using a unique set of tools that he developed, and now teaches and licenses to others, Tom finds the critical intersections between today’s macro trends and the existing stresses in each client’s organisation and sector. These are the points at which the greatest change will take place. Tom is a frequent presence in the Media, his face, voice, and unusual name recognisable from weekly appearances on TV and radio including BBC Breakfast, Channel 4’s Sunday Brunch, 5live, Radio 4, and TalkRadio, and in The Guardian, The Times, and The Evening Standard. His first book, High Frequency Change, was published in 2019 by LID Publishing and has been shortlisted for the Business Book Awards 2020 in the ‘Leadership for the Future’ category. Tom’s next book, Future-Proof Your Business, will be published by Penguin in July 2020.

Meet Tag Warner Tag, a recent Forbes 30 under 30 honouree, has led the transformation of the historic queer title to a diversified media company that frequently charts as the most trusted, well-known and influential in its field. Under his stewardship, the company won two prestigious Brand of the Year awards at both the British Media Awards and Drum Awards in 2022. In 2024, GT Group established a talent agency to support LGBTQ+ content creators, named wax Talent. He is cited among industry leaders as changing the landscape of modern media by fuelling a shift in power from legacy outlets to diverse identity companies. Not only in LGBTQ+, he has fought for recognition and systemic changes behind the scenes to empower companies that represent other diverse audiences. Personally, Tag is dedicated to the development of global LGBTQ+ rights and voices. Most notably via Amplifund- which he founded in 2019. An award winning charity partnership with GiveOut that supports vital LGBTQ+ media where it’s needed most; the philanthropic initiative is funding work in territories from Iraq, Jamaica to the Middle East.

Meet Kian Bakhtiari Kian Bakhtiari is the Founder of The People, a Gen-Z consultancy powered by a global community of young changemakers. He is also an Advisor to UNFCCC and Agenda Contributor to the World Economic Forum. Born in Iran and raised in London, Kian has a unique perspective and awareness of different cultures. His background in Sociology has instilled a boundless fascination with how society interacts and functions (and why?). Kian started his career as a Researcher at the House of Parliament. He was then Head of Strategy and Youth Insight lead for Dentsu, one of the largest media and advertising groups in the world, before launching The People. As a social entrepreneur, Kian offers young people access to networks and opportunities to collaborate with global brands. The People exists to amplify the voices of young people and diversify and futureproof companies. Kian has worked with and consulted some of the world’s biggest brands including BBC, Unilever, Diesel, L’Oréal, Danone, Pentland Brands, Innocent Drinks, WPP and the United Nations to help them diversify and futureproof. For his contributions to marketing, he has been named one of the “Top 50 Future Leaders” by the Financial Times. Kian regularly writes about marketing through a Gen-Z lens for Forbes. He is deeply passionate about using the power of creativity for good. Kian has recently talked at TEDx Brighton about “The Power of Human Imagination” and is publishing his first book on “Marketing for Social Change” with Kogan Page in October 2024. Kian has been featured in Forbes, World Economic Forum, Entrepreneur, The Independent, The Drum and Campaign.

Meet Adolfo Fernández Adolfo Fernández is a Spanish executive and advisor expert in internationalization and business strategy. He is currently Global Product Lead at Google, where he manages the commercialization strategy and operations for the Google Shopping mid-market segment from its global headquarters in Silicon Valley, California. With vast experience in international business development and program management in the digital ecosystem, Adolfo joined Google as Business Development Manager for Spain & Portugal in 2015, where he led the customer acquisition strategy and operations for the company in the region. In early 2018, he took over the role of Global Program Manager to spearhead Google’s Internationalization advisory services, and in 2019 he moved to San Francisco to lead Google Shopping commercialization strategy for the SMB segment. Passionate about the role that technology plays on the economy and overall society, Adolfo has participated at +200 conferences, including some of the most influencing forums worldwide, such as the United Nations and World Trade Organization, to discuss topics related to digital transformation and globalization. Adolfo has been recently invited by the World Economic Forum to join its Expert Network as a reference on Retail, Consumer Goods & Lifestyle, and Digital Communications. In addition to his role at Google, he collaborates as a guest lecturer with some of the most prestigious educational organizations worldwide, such as IE Business School and MIT, conducting workshops and clinics on digital transformation, innovation, design thinking, and employability in the technology industry. Adolfo holds a Masters in International Management from IE Business School, as well as a BA in Business Administration from the University of Santiago de Compostela.

Ken Dychtwald’s Background Over the past 45+ years, Dr. Ken Dychtwald has emerged as North America’s foremost visionary and original thinker regarding the lifestyle, marketing, health care, economic and workforce implications of the age wave. Ken is a psychologist, gerontologist, and best-selling author of 19 books on aging-related issues, including Bodymind; Age Wave: The Challenges and Opportunities of an Aging Society; Age Power: How the 21st Century Will Be Ruled by the New Old; Healthy Aging; Gideon’s Dream: A Tale of New Beginnings; A New Purpose: Redefining Money, Family, Work, Retirement, and Success; What Retirees Want: A Holistic View of Life’s Third Age; and Sages of Aging: A Guide for Changemakers. His memoir was updated and re-released in September 2023 as Radical Curiosity: My Life on the Age Wave. He was the executive producer and host of the highly rated/acclaimed PBS documentary, The Boomer Century: 1946–2046 which aired over 2,000 times on PBS stations nationwide as well as the public television special, Life’s Third Age. Sages of Aging is Ken’s latest national public television program featuring profound conversations with twelve of the leading pathfinders in the fields of aging. Since 1986, Ken has been the Founder and CEO of Age Wave, an acclaimed think tank and consultancy focused on the social and business implications and opportunities of global aging and rising longevity. His client list has included over half the Fortune 500. He has served as a fellow of the World Economic Forum and was a featured speaker at two White House Conferences on Aging. In 2023, Ken has received the distinguished American Society on Aging Award for outstanding national leadership three times and, most recently, was awarded the President’s Award from ASA. American Demographics honored him as the single most influential marketer to baby boomers over the past quarter century. His article in the Harvard Business Review, “It’s Time to Retire Retirement,” was awarded the prestigious McKinsey Award, tying for first place with the legendary Peter Drucker. He was honored by Investment Advisor as one of the 35 most influential thought leaders in the financial services industry over the past 35 years. Ken and his wife, Maddy, recently received the Esalen Prize for their outstanding contributions to advancing the human potential of aging men and women worldwide. In 2018 he was awarded the Inspire Award from the International Council on Active Aging for his exceptional and lasting contributions to the active-aging industry and for his efforts to make a difference in the lives of older adults globally. In 2020, he was the first recipient of the Pioneer Award from the Retirement Coaches Association. During his career, Ken has addressed more than two million people worldwide in his speeches to corporate, association, social service, and government groups. His strikingly accurate predictions and innovative ideas are regularly featured in leading print and electronic media worldwide and have garnered over twenty billion media impressions.

About Andy Milligan Andy’s experience spans industries as diverse as airlines, financial services, packaged goods, telecommunications, sports and leisure and pharmaceuticals. He has directed major programmes in Japan, South Korean, Singapore, the USA and throughout Europe. Clients he has worked with include Nissan, WWF, Orange, McLaren, Barclays, Unilever, Thai Airways, IHG, FIFA, Sage, Arcadia, Avon and Roche. Andy is a regular speaker at conferences internationally and has made frequent appearances in media, including on BBC, Sky and CNN. He has published seven best-selling books including On Purpose, written with co-author, Shaun Smith, it’s a practical guide to executing business purpose successfully by delivering a branded customer experience people love. Andy’s latest book, Myths of Branding, written with Simon Bailey, debunks the most pervasive myths about the world of branding, with this expert overview that separates the facts from the falsehoods. Andy speaks about and leads sessions discussing brands, leadership, teams and business growth. Keynote topics include: Customer Experience: Create winning experiences that delight customers. Employee Experience: Align the entire organisation behind a shared brand purpose. Brand Purpose: Create a brand purpose that resonates with both employees and customers. Leadership Alignment: Stand up for causes that drive business growth.