EDITORIAL
Elizabeth Glagowski
Editor-in-Chief, Customer Strategist 203-989-2191
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Mila D’Antonio
Editor-in-Chief, 1to1 Media 203-989-2187
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Thomas Hoffman
Executive Business Editor 203-989-2194
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Cynthia Clark
Senior Writer 203-989-2211
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Anna Papachristos
Staff Writer 203-989-2192
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Vicki Hirsch
Proofreader
Brittany Davis
Intern
Creative
Lorri Cosentino
Designer 203-989-2221
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SENIOR ADVISORS
Don Peppers,
Founding Partner
Martha Rogers, Ph.D.,
Founding Partner
Marji Chimes,
Vice President Marketing/Media
Mounir Ariss,
Managing Partner
Mark Grindeland,
Chief Marketing Officer, TeleTech
EDITORIAL ADVISORY BOARD
Dave Frankland,
Principal Analyst, Forrester Research
Jim McCann,
CEO, 1-800-Flowers.com
Scott Nelson,
Managing Vice President, Gartner
MARKETING
Thomas Schmalzl
Director, Marketing & Business Development 203-989-2208
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Susan Tocco
Marketing Specialist 203-989-2205
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Volume 5, Issue 4 Customer Strategist is published four times per year by Peppers & Rogers Group. Editorial office: 1111 Summer St. 5th Fl. Stamford, CT 06905 Tel: 203-989-2200; fax: 203-989-2201; www.peppersandrogersgroup.com ©2013 Peppers & Rogers Group. All rights reserved. 1to1 is a registered trademark of Peppers & Rogers Group, registered in the U.S. Patent and Trademark Office. Postmaster: Send address changes to above address. For additional subscription information, call 203-989-2205.
Our Mission
The Customer Strategist aims to provide executives with insight they can use to build more profitable customer relationships. The journal facilitates learning and action by presenting progressive thought leadership, access to Peppers & Rogers Group’s proprietary consulting methodologies, and in-depth research on customer value management, loyalty, and related customer strategies that readers can harness to create a long-term, sustainable competitive advantage.
1111 Summer Street, 5th Floor, Stamford, CT 06905
203-989-2200
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Peppers & Rogers Group is a division of TeleTech Holdings, Inc.
Tracy Garrad, Head of First Direct
Garrad is responsible for the operational execution of the British bank’s strategy and frequently takes the train to London for meetings at the headquarters of the parent company, HSBC.
On track: This October Garrad competed in a 10-kilometer run to raise money for NSPCC ChildLine Schools.
Carlos Ugalde, Founder and CEO, WebMetro
Ugalde’s professional career includes the building, growing, and managing of three different technology-driven companies. His company WebMetro is a new addition to the TeleTech family.
Brainiac: Ugalde’s’ creative talents have led him to secure more than 10 patents.
Eric Reiter, Partner, Brentwood Associates
Reiter is a partner at Brentwood Associates, a leading consumer-focused private equity investment firm based in Los Angeles. He serves as a director of Spectrum Clubs, Soft Surroundings, Sundance Holding Company and The Teaching Company.
Educational foundation: Reiter serves on the boards of the University of Pennsylvania’s undergraduate annual giving program and The John Thomas Dye primary school.
Don Ryan, Analytics Partner, TeleTech
Ryan is a partner in TeleTech’s Analytics Practice and has more than 25 years of experience helping companies use a variety of data assets and analytics to drive better business performance. With a background in economics, Ryan specializes in customer-centric business strategy, predictive analytics, and optimization solutions.
Track star: An avid athlete, Ryan achieved All-American status as a Master’s Track & Field competitor.