LEARN FROM THEIR EXPERIENCE. This year's conference will feature thought-provoking presentations drawn from the real-world experiences of business and industry professionals who are defining the future of communications services today. Listen as they outline their core strategies, discuss key challenges and how they can be solved, and share their thoughts on the technologies and trends that are helping companies realize the vision of a superior, seamless customer communications experience.

KEYNOTE SPEAKERS

Frank Hanzlik

Managing Director, Wi-Fi Alliance

In 1999, several industry leaders came together to form a global, non-profit organization with the goal of driving the adoption of a single worldwide-accepted standard for high-speed wireless local area networking. Today, the Wi-Fi Alliance has certified the interoperability of more than 2,800 products. With close to 20 years of experience in the wireless and communications industries, Frank Hanzlik is responsible for leading the organization’s strategy, business development and operations, and driving worldwide growth in the $5 billion per year Wi-Fi industry. Prior to the Wi-Fi Alliance, Hanzlik was vice president of marketing and product management at Mobilian Corporation, a fabless semiconductor start-up company. Before joining Mobilian, Hanzlik was a senior manager at Dell Computer Corporation, where he launched several market-leading products in wireless, home networking and broadband, including the company's first Wi-Fi product in 1999, an industry first.

Al Kurtze

Director of Executive Business Development, Capgemini

Al Kurtze joined Capgemini’s Telecom Media Networks practice in November of 2002 to lead the company’s Executive Business Development. He has more than 40 years of industry experience in all areas of operations, marketing, sales and corporate development. Prior to joining Capgemini’s consulting practice, Kurtze was President—National Integrated Services for Sprint Corporation, and before that, Chief Operating Officer for Sprint PCS, where he led the initial planning, deployment and launch of that service. He has served on the boards of directors of both publicly traded and privately held companies, and has substantial experience in corporate strategic planning, technology planning and implementation, and operational execution.

John Patrick

Futurist, Author and IBM's Former VP, Internet Technology

Recently named “one of the world’s most intriguing minds” by Business 2.0, and an expert on the “on-demand” future, John Patrick helps people see ways to do business differently. No one knows more about how to leverage the Internet—and the impact it’s made on business—than John Patrick. As IBM’s Internet advocate, Patrick led the online entrepreneurial revolution that demonstrated how businesses and customers would benefit from the Internet. He’s a respected voice on the link between technology and business success. A founding member of the World Wide Web consortium at MIT, he’s been named “one of the 25 most powerful people in networking” by Network World; additionally, Industry Week named him “one of the top 30 people who drive innovation and provide the initial spark to economic growth.” He’s also the author of the authored the highly acclaimed book, Net Attitude.

GUEST SPEAKERS AND PANELISTS

Charlotte Bailey

Manager, Program Management, Verizon

Charlotte Bailey has more than 20 years experience in mission-critical system implementation for Verizon. Most recently in her role as System Integration Manager of eSupport, she has taken on the responsibility for delivering a best-in-class eSupport customer experience. Since she has taken this position, self-service on the Verizon portal has grown significantly. Prior to her current role in eSupport, Bailey headed up teams responsible for delivering key business systems such as order automation. Bailey specializes in process definition and business consumption of technology.

Jess Baker

Broadband Operations Support and Process Manager, BellSouth (AT&T)

Jess Baker’s career includes 20 years of experience in the communications field and 25 years of active military service with the Georgia Air National Guard. He is currently the vendor manager, project manager and the life cycle manager for BellSouth’s (recently acquired by AT&T) vendor products and relationships. His early career at BellSouth included roles as DSL Regional Installation Manager and later as Inventory Manager for DSL customer premise equipment (CPE). More recently, Baker launched the company’s first self-installation CD, and has managed the evolution of that service from a basic, single-user process to a complex installation that includes multiple users with several different types of CPE. He has continued to add capabilities to the application to increase customer satisfaction, such as a Spanish version and voice-overs, and developed a Professional Installer path that has helped reduce the volume of installer calls to the helpdesk.

Paul Dare

Product Manager, BT

Paul Dare is a Product Manager at BT with over 15 years of experience in the telecom and Internet markets. He is currently part of BT Retail's Strategy Convergence and Products team, where he is responsible for helping to define and develop BT's self care and device management strategy to support the company's growing converged product portfolio. Dare previously held operations, supplier and relationship management roles with BT, where he assisted other corporations and service providers with their virtual Internet service strategies and operational management.

Jessica Figueras

Practice Leader, Service Infrastructure, Ovum

Jessica Figueras leads Ovum's Service Infrastructure practice which advises on the software and solutions used by telecom operators to deliver services to their customers, and on the companies who supply them. With over eleven years’ experience of the software industry, Figueras has specialist expertise in mobile service delivery software, which includes mobile device management, device platforms and wireless middleware. Figueras is a well-known industry commentator on wireless software issues. She has chaired industry conferences on mobile device management, web services in telecoms and handheld-devices, appeared on CNBC Europe, and has been quoted in publications such as the Financial Times and CFO Europe.

Kim Frantz

Group Manager – Data Product Management, EMBARQ Consumer Markets

As Group Manager – Data Product Management for Embarq’s Local Consumer Markets division, Kim Frantz is responsible for product/revenue assurance and partner management for Embarq’s High-Speed Internet product. Prior to his current assignment, Frantz served as General Manager of Medford Solutions Center for Embarq’s Local Telecommunications Division. In this role, Frantz was responsible for managing the day to day operations for both an inbound and outbound sales and service center. Frantz began working for Sprint/Embarq in 1988 and has held positions of increasing responsibility in the operations, sales and marketing fields. Frantz received a B.A. in Economics from Rollins College in Winter Park, FL.

Michael Greeson

Founding Partner and Principal Analyst, The Diffusion Group

Greeson has served as CEO of The Diffusion Group since helping launch the company in April 2004. The ‘perpetual analyst,” Greeson also serves as director of research for TDG and consults with a number of the world's leading technology companies. Prior to TDG, Greeson served as Vice President of Research and Strategy for Parks Associates, directing the firm’s primary and secondary research and initial strategic consulting efforts. Greeson’s expertise spans a variety of subjects related to consumer technologies and new media, with a particular focus on broadband adoption, home networks, broadband-enabled services, and the evolution the "connected consumer." To date, Greeson has authored or co-authored more than 50 reports on these topics, including seminal work in residential gateways and broadband diffusion. He is widely considered to be among the world’s leading consumer technology and digital home analysts.

Alton Martin

Co-founder and CEO, Customer Operations Performance Center, Inc.

Alton Martin is a co-founder and CEO of COPC Inc., a leading authority on operations management and performance improvement for buyers and providers of customer contact center and business process outsourcing services. Martin has more than 25 years of experience and ground-level involvement in the services industry, and has worked with buyers of services for more than twelve years, including Microsoft, Motorola, Dell, American Express, Epson, Qwest, Verizon and Chase Bank. He has also worked with major third-party providers, including Convergys, Sykes, TelePerformance and many others in the US, India and Latin America, and has conducted operational assessments/reviews in North and South America, Europe, India, Singapore, China and Scandinavia.

Colin Pavey

Programme Manager, BT Retail

Colin Pavey has worked in the telecommunications and ICT industry for over forty years, primarily in marketing and customer service development roles. He currently works in the BT Retail CTO office where he is responsible for developing and delivering BT's Enhanced Customer Support Programme to customers, including converged fixed broadband, mobile device management and self-care.

Yves T’Joens

Product Unit Head, Home & Access Support Systems, Wireless Access Division, Alcatel-Lucent

Yves T’Joens is Product Unit Head for Home & Access Support Systems in the Wireline Access Division at Alcatel-Lucent, and is responsible for the product offer in this space. Prior to accepting this role, T’Joens acted as Chief Technology Officer for the Wireline Access division, where he oversaw Alcatel’s global access portfolio. He is the author of multiple papers, holder of several patents, and has actively contributed to the standardization of access networking in the areas of IP/Ethernet and ATM access architecture.

MOTIVE SPEAKERS

Alfred Mockett

Chairman & CEO, Motive

Alfred Mockett joined Motive in February 2006 as Chairman and Chief Executive Officer. His career in technology and telecommunications spans more than 30 years, working in both private and public companies. Prior to joining Motive, Mockett served as Chairman and Chief Executive Officer of American Management Systems Inc. (AMSY), the $1 billion IT consulting and professional services company which was acquired in 2004 by the CGI group. Before AMS, Mockett served on the Executive Committee of BT for 10 years in a range of divisional capacities, including Chief Executive Officer of BT Ignite, BT’s $6 billion international broadband data and applications services business. Prior to this role, Mockett led BT’s initiative to bring together all of the company’s disparate international activities under BT Worldwide, a single division to deliver on BT’s vision to be a major player in the global communications marketplace. He has also held executive positions at Memorex Telex and General Computer Systems Inc. Mockett graduated with honors from the University of London.

Richard Hanna

Chief Operating Officer, Motive

Richard Hanna joined Motive in August 2006 as chief operating officer. With more than 28 years of experience in telecommunications and related technology fields, Hanna is responsible for the daily execution and strategic operations of the company. He has held division president positions with AT&T, MCI and MFS, and helped build Teligent Corporation into a leading fixed wireless carrier as president of sales and operations, and later as president of Teligent International. Hanna also served as president and chief executive officer of both Cidera, a satellite-based content delivery company, and AiMetrix, an operational support system (OSS) software provider. He has a bachelor’s degree in marketing from the University of Central Connecticut and completed an executive studies program at Stanford University.

Alasdhair Campbell

Director, Strategic Account Services, Motive

Alasdhair Campbell is responsible for worldwide strategic account services for Motive focusing on Mobile carrier and Internet service provider technical support and service management. He has been deeply involved with all the important changes in the support industry over the last 20 years, and has created a number of key technology innovations. His international experience embraces support operations on every continent except Antarctica. He has a master’s degree in Physics from London University, UK, and holds one patent.

Ben Geller

Director of Industry Marketing, Motive

Ben Geller has been involved in the communications industry for over 14 years. At Motive, Geller is responsible for defining and executing the company’s go-to-market strategy for consumer broadband and mobile service management solutions. Prior to Motive, he was a principle consultant at PriceWaterhouseCoopers in their customer relationship management practice within the firm’s Information, Communications and Entertainment discipline. Geller earned a bachelor’s degree in Management Information Systems from the University of Houston.

Russ Keveryn

Senior Account Executive, Motive

With more than 10 years experience in technology, Russ Keveryn is responsible for the Verizon and Verizon Wireless accounts. As a leader on the sales and consulting teams for more than six years, he has been instrumental in ensuring that Motive’s customers are empowered and successful using Motive’s technology to address their business challenges. Prior to his latest role in sales, Keveryn was a practice director in Motive Consulting Services for more than 3 years where he was responsible for deployments and customer success for accounts such as Verizon, Bell Canada, and Aliant, to name a few. Before joining Motive, Keveryn worked as an account manager at Trilogy where he was responsible for the sales and services delivery for some of the company's largest accounts. Prior to that, he was an independent consultant where he specialized in solution delivery within the financial and telecommunications industries. Keveryn earned his bachelor’s degree in Computer Science from Texas Tech University in Lubbock, Texas.

Eivind Skildheim

Program Manager HDM, Motive

With more than a decade of software development and deployment experience, Eivind Skildheim is principal consultant for the Motive Home Device Manager (HDM) product. Since the product’s launch in 2005, Skildheim has overseen the deployment of HDM with Motive customers worldwide, spanning seven countries and three continents, and is the technical architect behind the HDM deployments of BT, Verizon and TELUS. Prior to joining Motive, Skildheim worked for pcOrder.com as a senior software developer for over five years and was one of the company’s original members. Skildheim earned a degree in Computer Engineering at Gjovik College of Engineering in Norway as well as a Bachelor of Science in Computer Science at University of Texas at Austin.

Lawrence J. Sternberg

Practice Manager, Motive

Lawrence Sternberg joined Motive in April 2000 as a consultant. His career in enterprise and telecommunications spans more than 10 years. Sternberg started his career at Motive in the Enterprise practice where he successfully deployed Motive’s product for customers such as Nokia, HP, Compaq, 3Com, Hyperion, Stratus and Palm. In 2004, he transitioned to Motive's Communications practice where he deployed customers such as TELUS, Aliant, Cox Communications, Cable & Wireless and RCN. Prior to joining Motive, Sternberg served as a Java-certified enterprise consultant for Accenture in the Global Technology Group where he was responsible for designing and developing custom applications for the financial, service and enterprise business verticals. Sternberg graduated from the University of Texas at Austin with a Management Information Systems degree.

Didier Verheye

Industry Marketing Manager, Motive

Didier Verheye is an industry marketing manager at Motive where he is responsible for the analysis of telecom and cable broadband markets. He joined Motive with more than ten years experience in the telecoms industry, seven years of which was in the broadband sector. Prior to joining Motive, Verheye held pre-sales, consulting and marketing roles at Alcatel, where he assisted operators with their service rollout strategy, marketing and operations. Verheye holds master’s degrees in both electronic engineering and management

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