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Principal Analyst Serving eBusiness & Channel Strategy Professionals
Alyson Clarke has returned to Forrester and serves eBusiness & Channel Strategy Professionals. She is a highly skilled expert with extensive industry experience in both wealth management and banking. Alyson has global expertise, having previously worked at Forrester in the financial services vertical in Sydney, London, and San Francisco. She is now based in New York and specializes in digital and non-digital channel strategy and innovation.
Alyson has more than 19 years of financial services industry experience, including senior positions with several of Australia’s leading banks and wealth management firms. She is a well-regarded keynote speaker and industry commentator and has also co-authored two books on superannuation for financial planners. Alyson has a degree in economics from the Australian National University and a graduate diploma in financial planning from the Securities Institute of Australia.
CEO and Founder
Crone Consulting, LLC
As CEO and Founder of Crone Consulting, LLC, Richard has assisted numerous financial institutions, their trade associations, CUSO’s, processors and consortiums in every major self-service and digital payment innovation in North America and internationally. He has direct, deep and recent deployment experience with new disruptive payment and mobile banking options. This includes defining and executing bank-oriented omni-channel strategies for mobile and social payments, self-service, order ahead, Buy Online Pickup In-Store (BOPIS), mobile self-scan & go, autonomous and invisible checkout (e.g., Amazon Go).
Mr. Crone is the inventor of the Service Interaction Analysis™ for financial institutions, a proven methodology for objectively measuring member preferences by channel, product and functional touchpoint throughout the customer experience journey. Mr. Crone holds a Master of Business Administration degree, beta gamma sigma, and a Bachelor of Science degree, cum laude, from the University of Southern California.
Ben Hammersley is a thought-provoking futurist who has been lecturing to audiences around the globe for over 15 years. He brings a practical, proactive approach to the digital era inspiring audiences to be present now to be prepared for the future. As an international reporter, author and adventure seeker, Hammersley explores the effects of the internet and the digital network on the world’s business, political and social atmospheres. His latest book, which was published internationally, 64 Things You Need to Know Now For Then gives us the essential guide to the things we need to know for life in the 21st century.
Hammersley is the writer and presenter of Netflix and BBC TV series Cybercrimes with Ben Hammersley that was shot in over six countries across the globe. As the first specialist correspondent on the internet for The Times [of London] and the Guardian, he became the inventor of the popular term, ‘podcast’. He is Contributing Editor of WIRED Magazine and Columnist of BA Businesslife Magazine as well as GQ Brasil. Hammersley has been called upon to advise three governments and countless organizations in the area of technology and media including a seat on the European Commission High Level Group on Media Freedom of the European Union.
Managing Partner & Research Director
Crone Consulting, LLC
Heidi Liebenguth is Managing Partner and Research Director at Crone Consulting, LLC, helping financial institutions as well as retailers, billers, payment networks, processors, start-ups and investors transform payments from a cost of business to revenue-producing new lines of business. Heidi assists all types of financial institutions define and implement their mobile customer service, mobile payment and mobile banking strategies. Her work helps clients empower the mobile device as a cross-channel enabler, both in-store and in the wild, throughout the customer journey.
Heidi assists clients in leveraging mobile and social payments as a basis for CRM and mass personalization. Prior to joining Crone Consulting, Heidi worked as Advertising Manager at ABC Channel 7 in Los Angeles, and led her own firm providing advertising, public relations and communications strategy for business, non-profits and education. Ms. Liebenguth holds a Master in Business Administration degree, beta gamma sigma, and a Bachelor of Arts degree in Journalism, magna cum laude, from the University of Southern California.
Moisés Peña Reyes
Digital Banking Vice President
Moisés is responsible for driving and managing the ongoing evolution, innovation, and strategic direction of Banco Popular’s digital banking platforms by meticulously managing their customers’ journeys via mobile, online and ATM, and driving initiatives to transform the way their customers interact with their money by providing a seamless digital banking experience.
This basketball fan started working at Banco Popular 17 years ago as a Customer Service Representative. With a bachelor’s degree in finance, what he saw as a logical step in his career in Popular, his creative side called him towards a master’s degree in digital graphic design. For the past 11 years he has been involved in Popular’s Digital Strategy managing its Online, Mobile and ATM Banking Strategic Projects using his expertise as a Project Management Professional. He has been an integral part of new developments like a custom-built Money Management Tool, Native Apps, Cardless Withdrawals, support for new technologies for Mobile Banking like Apple’s Touch ID and Face ID, widgets for iOS and Android and support for Apple Watch. He is passionate about everything online and mobile, and looks to a brighter future through a culture of innovation.
President and Chief Executive Officer
Gerrard Schmid serves as president and chief executive officer for Diebold Nixdorf. He is responsible for driving the organization’s global strategies and performance to enable secure, software-defined connected commerce and related services across the financial and retail industries. Schmid has more than 20 years of leadership experience in banking, payments and financial technology. From 2012 to 2017 he served as chief executive officer of D+H Corporation, a $1.7 billion global fintech company that was publicly traded on the Toronto Stock Exchange prior to being merged with Misys. Under his leadership, the company evolved from a Canadian leader in payments to a global leader in real-time payments and lending software. He joined D+H in 2007 as president and CEO of the company’s Filogix business unit.
Prior to D+H, he managed a $3 billion retail banking business at Lloyds TSB in the United Kingdom. From 2001 to 2005, he was executive vice president and chief operating officer for retail banking at CIBC, one of the “Big Five” Canadian banks. In 1997 he joined McKinsey and Company, Inc., where he advanced through positions of increasing responsibility, working across financial services, e-commerce and technology before joining CIBC. He began his career in finance at Citibank in 1995 as a developer in derivatives supporting trade reconciliations.
Vice President of ATM Services in the Retail ATM Division
Gregg serves as Vice President of ATM Services in the Retail ATM division of U.S. Bank. He has been responsible for ATM Software Product and delivery for the past three years. Prior to U.S. Bank Gregg provided software solutions to financial institutions across North America. Over the past 15 years he has served in various leadership roles across professional services and sales. Prior to entering into the financial sector, Gregg spent 10 years in the retail point of sale industry implementing various software solutions and payment systems.
Ben has over 20 years of financial services experience, having worked in various technical and leadership capacities for First USA, Bank One, JPMorgan Chase, Orrstown Bank and most recently as CEO of Summit Technology. Over the course of his Ben’s career he has managed complex global teams including supporting JPMorgan’s Payments, Core Platforms, and Retail Banking channels, and participated with the Federal Reserve and Department of Homeland Security on industry-wide cyber-security task forces. Ben has earned degrees and studied technology and law at various universities, including Duke University, Pennsylvania State University, the University of Pennsylvania and Widener School of Law.
Based in Canada, Scott Anderson is a Connected Commerce storyteller and Brand Evangelist for Banking at Diebold Nixdorf. Scott joined the company in November 2000 and was focused on banking software sales through 2007. He later transitioned into product management and global consulting services taking a thought leadership role on branch transformation initiatives within the organization. Prior to starting his new role within Marketing, Scott provided global solution consulting and sales support for banking software as part of a Global Engagement team. Prior to his roles within Diebold Nixdorf, Scott spent 12 years across various branch, call center, product and retail distribution strategy roles at a top chartered bank in Canada.
Scott holds an Honors Bachelor of Science degree from Trent University and a Bachelor of Education from Queen’s University.
Vice President, Americas Service I Service Excellence and Analytics
Chase Andrews serves as Vice President of Service Operations and Continuous Improvement for the Americas Service Division of Diebold Nixdorf. He is responsible for service delivery support functions, data analytics and continuously improving the customer service experience. Over the past decade at Diebold Nixdorf, Chase has served in several engineering, quality and large account management roles, in both the U.S. and Europe. Prior to joining DN, Chase spent 10 years in the semiconductor and contract manufacturing industry in engineering, manufacturing and operations roles.
Vice President, Digital Solutions
Jeff Bender is Vice President of Digital Solutions for Diebold Nixdorf. As a client-focused leader, offering more than two decades of experience across IT services, consulting, systems integration, and emerging technologies, Jeff helps customers throughout the banking and retail industries execute digital business transformation.
Global Domain Lead, Banking Software
Markus Doeinghaus is a global Software Engagement Manager for Business Development and Channel Integration. During his nearly 20-year career in software and professional services with our company, he has gained expert knowledge in branch transformation projects, solutions architecture and channel integration initiatives. Prior to his sales engagement role in our Utrecht, Netherlands software headquarters, Markus was part of the Professional Services organization responsible for ATM application certification, pre-sales and training.
Vice President, North America Solutions
Heather Gibbins currently serves as the vice president, North America Solutions, for Diebold Nixdorf leading a team of software, services and digital sales experts to offer end-to-end solutions for the banking industry. Her team actively engages with customers and serves as a voice for the customer to the DN product and services teams. She has end-to-end experience in all linkages from product management, to field enablement and direct sales. Gibbins’ over twelve year tenure at DN has included the launching and solutioning of new products and services, portfolio creation and management and strategic engagement in the due diligence and integration of acquisitions.
B. Scott Harroff
Chief Information Security Architect
Scott Harroff is responsible for leading Diebold Nixdorf’s customer-facing information security solutions. He ensures products and managed services meet the necessary information security standards and customer needs. He also is responsible for identifying information security solutions and partners needed to expand Diebold Nixdorf’s information security offerings. Though his focus is the top 100 U.S. financial institutions, he discusses information security best practices with hundreds of customers each year from the financial, retail, and commercial verticals. Prior to his current role, Scott served the comprehensive role of Information Security Officer, Director of Information Security, and Director of Telecommunications for Diebold Nixdorf—roles in which he was responsible for the protection of networks, systems and information assets.
Senior Director, Business Development & Alliances
Douglas Hartung currently serves as the senior director, business development & alliances, for the combined Diebold Nixdorf organization. In this role, he is responsible for identifying, leading and evangelizing new business and product ventures to expand the organization’s software portfolio across the Banking and Retail sectors.
An experienced professional focused at the intersection of payments, mobile and financial services, Douglas has held run innovation and new product development programs in numerous large organizations. Prior to joining Diebold Nixdorf in 2014, Douglas was responsible for mobile payment services and emerging products with PULSE, a leading electronic funds transfer network. He also worked with H&R Block, where he led the company’s strategy to differentiate its tax business with new products and services. In addition, Douglas held various business strategy and product development roles with Sprint Communication Corporation.
Hormuzd (Homi) Karkaria
Vice President, Software and Services Solutioning
Hormuzd ‘Homi’ Karkaria is responsible for managing the global software portfolio, developing the software delivery model and enhancing customer collaboration and consulting processes. Prior to Diebold Nixdorf, Homi held various executive-level positions at Hewlett-Packard Enterprise Services. He most recently served as vice president, strategic programs. In that role, he was responsible for leading strategic programs for the turnaround of HP’s application and business unit, as well as managing the relationship with MphasiS, an acquisition of HP. Prior to this, Homi also ran the company’s pre-sales and global delivery teams in Brazil, Argentina, Costa Rica, Egypt, Poland, India, China and Philippines.
Vice President, Global Banking Marketing
Juergen Kisters is the Vice President of Global Banking Marketing at Diebold Nixdorf. During his 25 years with the company in various marketing, product, sales and business management positions in Europe, Asia/Pacific and North America, Juergen gained experience and insights from hundreds of customer engagements across all industries with a focus on banking. He was instrumental in expanding Diebold Nixdorf’s presence in a number of markets around the globe through innovative solutions and forging, maintaining and strengthening Diebold Nixdorf’s relationship with customers and partners alike.
Head of Banking Thought Leadership
Norbert Knievel leads Thought Leadership & Content Marketing for the Global Banking Business at Diebold Nixdorf. Over the past decade he has worked for the company in various sales, marketing and business development roles for both financial services and the postal industry. Prior to that, he spent three years in the banking industry. His areas of expertise include banking processes, branch and store transformation, innovations and omnichannel software solutions.
Senior Vice President & Managing Director, Americas
Octavio Marquez is responsible for leading the Diebold Nixdorf’s banking operations throughout North and South America. His span of accountability includes sales, service, manufacturing and distribution, professional services, project management, finance and HR. Most recently, Octavio led the Latin American region for Diebold Nixdorf. He successfully repositioned the business, most notably in Brazil and Mexico, to better align with the economic environment and drive growth. Prior to that, Octavio served as managing director for the Mexico operations for EMC, a global leader in IT management and cloud computing. He also held several leadership roles at Hewlett Packard in the areas of manufacturing, marketing, sales, and outsourcing. As President of HP Mexico he transformed the company into the largest IT company in the market and in 2011 Frost & Sullivan named him CEO of the Year in Mexico for the IT and telecommunications industry.
Vice President, Americas Services
Mike Massey is Vice President & General Manager of Americas Services for Diebold Nixdorf. He is responsible for executing on Diebold Nixdorf’s service strategy for field service, managed services, product installation and repair, proactive maintenance, logistics, repair, escalation, remote resolution and service account management. Mike has extensive experience and success leading field and managed services, especially with companies that have transformed to a service-led model. He has a solid track record of leading services and solutions growth, operational excellence and change leadership with high levels of customer loyalty and employee engagement.
Global Software Domain Lead
David Ober is a Global Software Domain Lead focusing on Operational solutions from the DN Banking software portfolio. In this role he specializes in availability management solutions and works with customers and partner organizations to educate and develop strategies that assist with their operational business goals. With over twenty five years of experience in the self-service industry, including six years with a top 5 U.S. financial institution, David has held a variety of roles including pre-sales, ATM technology Senior Vice President, solutions architecture as well as management of technical operations and host systems to name a few.
Global Banking Advisor, Banking Channel Transformation
Simon is Global Banking Advisor for DieboldNixdorf’s Banking Channel Transformation team, creating solutions for clients with emerging hardware and software solutions and improving bank performance through effective transformation and execution. Mr. Powley has 20 years’ experience in retail and small business banking, fintech partnerships and consulting. He is a subject matter expert on retail banking, sales performance, strategy execution, technology implementation, employee readiness and overall risk management. Prior to joining Diebold Nixdorf, Mr. Powley held executive retail banking positions for Bank of America and served as Chief Retail Group Manager for Washington Federal N.A. His experience also includes senior leadership position at Worldpay, where he was responsible for over 1000 financial institutions and consulted on business line optimization, technology, product set development and revenue generation. Powley holds a graduate degree from Pacific Coast Banking School and is a veteran of The United States Navy.
Vice President, Systems, Americas
Thomas Schulze is the Vice President of Systems for the Americas at Diebold Nixdorf. In this role, he leads the regional systems team for North and South America and helps to build the interface between the sales organization and product group. Thomas is an industry specialist with a broad international experience through several multi-year assignments in Europe, Asia Pacific and the Americas. He joined Diebold Nixdorf in 2001 and has held various management positions in Marketing, Business Development, Key Account Management and Sales Leadership. These roles have allowed him to always hold close contact to customers which helped him to develop a comprehensive understanding of the market and customers.
Global Software Engagement Manager
Brendan Thorpe is a Global Software Engagement Manager at Diebold Nixdorf. In this role, Brendan works with business leaders within the banking industry to enable them to positively change the customer experience. Brendan supports sales teams across the world in providing his product expertise to help banks identify how they can transform their customer interactions through their branch and self-service channels. During his career Brendan has helped banks create new customer journeys that have positively changed how millions of customers interact with their banks.
Over the past eight years, Brendan has held various roles and has been a leader in the FinTech industry for almost two decades. Brendan currently resides in the UK with his family. When he’s not providing his expertise to banks, Brendan enjoys trying to dive with as many different types of sharks as he can.
Chief Marketing Officer
Devon is responsible for leading the company’s global marketing operations and strategy, focusing on driving growth through industry thought leadership and effective customer-facing campaigns. Devon joined Diebold Nixdorf in 2012 as a senior director leading product management and innovation. Most recently, he served as vice president, software strategy and operations, through the acquisitions of Phoenix Software and Wincor Nixdorf. Prior to joining Diebold, Devon was an early team member at Apprenda, a leading cloud software and services company, where he focused on business development and go-to-market. He also previously served as a vice president at Primary Ventures, an early stage venture capital firm, where he focused on investments in the software and technology-enabled services sectors. Prior to entering the venture capital industry, Devon co-founded a software-as-a-service (SaaS) analytics start-up and worked in technology consulting.