Achieving Excellence in Customer Experience:
Opportunities (and Challenges) for
Today’s Marketing Executives
PANELISTS
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Moderator
Wes Nichols
Partner, March Capital
Wes Nichols is Partner of LA-based March Capital and board advisor to public and private company CEOs and an industry authority in predictive analytics, marketing, AI/machine learning, and digital transformation.
Wes is an investing partner and on the investment committee of March Capital, a growth equity firm with nearly $2 billion under management. March focuses on enterprise cloud-based businesses in AI, Cybersecurity, e-commerce enablement and fintech, backing companies like Crowdstrike, Forter, Uniphore, ActionIQ, BillDesk, and numerous other innovative companies.
A two-time entrepreneur, Wes has created high profile analytics software companies with a focus on enterprise SaaS. Most recently, Wes was co-founder and CEO of MarketShare. MarketShare’s analytics SaaS solutions are now the world’s largest software solution for C-Suite resource allocation, budget planning and revenue attribution. MarketShare was backed by FTV Capital, Elevation Partners and Silver Lake Partners. In a competitive process with many of the world’s largest software companies, the company was acquired by Neustar, the leading company in authenticated identity, where the MarketShare team took leadership roles throughout the company and Wes became Chief Strategy Officer. The combined company was acquired by Golden Gate Capital within a year of the MarketShare acquisition. Wes has been a Board Director of Neustar and has just helped sell Neustar to Transunion in 4q 2021.
Prior, he was the founder and CEO of Direct Partners, building from scratch one of the industry’s first data-driven analytics and CRM companies, which was acquired by Omnicom Group (NYSE: OMC), where he then became President and CEO of the digital business at TBWA, serving Sony, Pfizer, Apple, Nissan and others.
Wes is a Board Director for Enterprise CDP company ActionIQ, data insights company Disqo, and healthcare AI company Suki, AI semantics software Persado. He is also a Board Director and Chair of the Compensation Committee of TrueCar (NASDAQ: TRUE). Wes also volunteers with non-profits like charter school organization Green Dot and the Los Angeles Police Department’s community programs. Wes is the 2016 winner of the EY Entrepreneur of the Year Award and was nominated as a Technology Pioneer by the World Economic Forum (WEF).
Wes was the author of the Harvard Business Review cover story, Analytics 2.0, on next-generation analytics to drive more predictive decision-making, with a follow-up article underway currently. He graduated from Randolph-Macon College and The Johns Hopkins University, with degrees in Psychology and Business, respectively, and graduated from the President’s Program in Leadership (PPL) at the Harvard Business School.
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Becky Getz
Head of Customer Experience Operations, AWS
Becky Getz is Head of Customer Experience (CX) Operations at AWS. She is building and leading the largest CX team at Amazon and is the first CX Operations lead at the company.
Previously Becky was VP, Head of Experience Design Operations at Capital One, supporting at team of over 500. It was her first foray into “client side”, Fortune 100, and using Design Thinking to optimize complex operations. She created the role to support a fast-growing and matrixed team of designers. Her greatest success was creating a psychologically safe environment for her team to thrive while meeting objectives including diversity and inclusion, risk and portfolio management.
Becky’s early career was spent at creative agencies. At Ogilvy she spent 20 years delivering campaigns for blue chip clients that won Emmys, Cannes Lions, Clios and Effies; developing the original “Campaign For Real Beauty” for Dove. She also grew client businesses and led agency departments, ultimately leading Operations across Ogilvy Midwest.
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Neesha Hathi
Managing Director, Charles Schwab
Neesha Hathi leads Charles Schwab’s Digital Services organization that serves $7.69 trillion in client assets and 33.4 million accounts across all lines of business.* In her role, Neesha is responsible for defining and developing strategy, offers, and experiences to drive the growth and loyalty of existing and prospective clients.
Neesha oversees the digital platforms that support retail and registered investment advisor (RIA) clients; retirement plan sponsors and participants and Schwab Bank clients; and digital advice solutions, including Schwab Intelligent Portfolios® and Schwab Intelligent Portfolios PremiumTM. She also leads Schwab's business innovation and digital accelerator initiatives, and oversees the firm’s data, analytics and insight teams, which work to leverage data and insights to deliver personalized experiences to help clients reach their goals.
Since joining Schwab in 2004, Neesha has held a range of leadership roles across the organization. She was the executive vice president of platforms and client experience for Investor Services; led Advisor Technology Solutions, delivering digital platforms and solutions to RIA advisor clients; served as the chief operating officer of Schwab Performance Technologies®; and also led a range of strategy and client experience teams.
Prior to joining Schwab, Neesha held leadership roles in strategy, marketing and finance for various startups, including Enuvis, a developer of GPS technology for wireless devices, and Kibu, a teen media company. She began her career in the investment banking industry.
Neesha has been awarded numerous recognitions for her leadership and advocacy. InvestmentNews named her among the 2021 top Icons & Innovators who have shaped and transformed the financial advice profession. Business Insider named her one of 10 People Transforming Investing in 2020. She was listed among Top Women in WealthTech by Think Advisor in 2019. She was also recognized by InvestmentNews in 2018 as one of the 20 most powerful people in the industry and as a Woman to Watch. In 2016, Neesha received the Industry Leader Award from the Professional Business Women of California. The United Nations Convention on the Elimination of Discrimination against Women honored Neesha with the Human Rights Award for Leadership in 2012.
Neesha is passionate about giving back and supporting the community and has served on several non-profit boards, including the American Heart Association Bay Area, Boys & Girls Clubs of San Francisco, and the International Museum of Women (now the Global Fund for Women). She currently serves on the advisory board for the UCLA Morrison Center for Marketing & Data Analytics.
Neesha earned a Bachelor of Business Administration from the University of Michigan and a Master of Business Administration from the Anderson School at UCLA. She holds FINRA Series 7 and 24 registrations.
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Jason Heller
CEO, Transformation Ventures
Jason Heller is CEO of Transformation Ventures and has been a pioneer in driving enterprise growth at the intersection of digital, marketing, and experience transformation for over 20 years. Most recently Jason was president of Persado, a leading marketing AI company. He was previously a partner at McKinsey where he co-led the digital marketing practice globally.
When McKinsey absorbed his boutique consulting firm, Agiliti, in 2014, it marked an opportunity to truly scale his growth engine globally, and he became one of the leading new faces transforming management consulting – part consultancy, part operational machine. Jason has a unique mix of experience as an operator, consultant, technology executive, agency executive, and entrepreneur. He helps deliver billions in incremental top-line revenue every year by helping to shape and orchestrate the growth agenda for B2C and B2B companies across retail and e-commerce, telco, banking, fintech, automotive, technology, and media. To CMOs, CDOs, CGOs, CTOs, CEOs, and PE firms, Jason delivers on a unique promise -- a sophisticated yet pragmatic approach to operationalize the customer-centric data-driven growth transformations that accelerate customer acquisition, increase customer value, and drive loyalty and retention - at scale.
Jason has been a serial entrepreneur for over 20 years. He founded Agiliti, a unique consultancy focused on digital and marketing-led growth. He also co-founded one of the first successful digital agencies in 1998, where he was CEO until selling the firm in 2005 to Horizon Media.
A recognized thought leader, Jason is a frequent keynote speaker and contributes to numerous publications. He sits on the advisory boards of several marketing technology companies, and is considered a mentor and trusted advisor by many CxOs, colleagues, and peers.
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