SPEAKERS

Bio coming soon.

Amit Aggarwal is the Managing Director of JD Power’s Digital Solutions Group, which helps our clients benchmark and improve the digital products and experiences of their customers. He uses consumer research to develop actionable insights and recommendations, which are delivered via consultive workshops.

Amit has an MBA from the University of California, Los Angeles and a bachelors degree in Computer Science and Symbolic Systems with a concentration in Human-Computer Interaction from Stanford University.

John Cabell is the Managing Director of Payments Intelligence at JD Power. He leads strategic thinking and study execution for U.S. and Canadian payment studies, including credit card, small business, and merchant satisfaction. His thought leadership has aided the transformation of credit card, debit, buy now pay later, and digital solutions.

Before joining JD Power, Cabell has over 20 years of practice in customer experience in the banking, payments, and mortgage industries.

He holds a master's degree in business administration from William & Mary – Raymond A. Mason School of Business, a bachelor’s degree in Economics, and French from Virginia Military Institute. He earned a Certificat de Français Professionel from the Chambre de Commerce and d’Industrie de Paris and studied French Language and Economy from Institut d’Etudes Françaises d’Avignon.

Kaye Carter is a Vice President in the Customer Experience division at Associated Bank, where she was a founding member of the team when it was formed in 2011. With a 35-year banking career spanning mortgage lending, branch leadership, and business banking, Kaye brings a frontline perspective to shaping customer-centric strategies across the organization.
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Guided by the core value “Listen, Then Act,” Kaye and the Customer Experience team focus on three areas: Voice of the Customer, Customer Journey Mapping, and the Customer Governance Council (CGC). By combining ongoing customer measurement, digital behavior insights, experience mapping, and cross-functional collaboration through CGC initiatives, the team shapes experiences that attract, deepen, and retain customer relationships.

Anthony Elian, CFA®, is an Executive Director at J.P. Morgan on the U.S. Mid- and Small-Cap Banks team. His team has ranked #1 in Extel Institutional Investor’s All-American Research Poll from 2011 to 2022. Anthony initially joined J.P. Morgan in 2014, working in Corporate Finance. After leaving for one year to work at a small firm covering banks, he rejoined J.P. Morgan in 2018. He holds a Bachelor of Science in Finance & Information Technology from Babson College. 

Lou Farrace is a Director of Financial Services Solutions at JD Power, with more than 21 years of experience spanning research design, project management, consumer insights, and analytics.​
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In his current role, Lou specializes in data analytics, competitive intelligence, and client consulting, helping financial institutions and internal stakeholders maximize the value of JD Power's research and data assets. ​
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His work focuses on identifying consumer trends, acquisition opportunities, cross-sell potential, and competitive dynamics across the banking and financial services industries.​
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Lou holds multiple business degrees from Western Michigan University in Kalamazoo, Michigan.​

Mike Foy is Managing Director and Head of Wealth Intelligence at JD Power. He works with leading financial services brands to more effectively measure and improve the experience of their advisors and clients, ultimately driving greater loyalty, advocacy and engagement. 

With over two decades of experience in the wealth management industry, Mike previously served as Global Head of Client Insights at Citi Wealth. His expertise has earned him recognition as a thought leader, with features in The Wall Street Journal, Barron’s, and The New York Times, as well as keynote speaking engagements at industry conferences. 
Mike earned a bachelor’s degree in English literature and philosophy from Muhlenberg College in Allentown, Pennsylvania and an MBA in Marketing from Rutgers Business School.

Bruce Gehrke is the Director of Lending Intelligence at JD Power, overseeing syndicated and proprietary studies, including the Mortgage Origination Satisfaction Study and Consumer Lending Satisfaction Study. He develops client improvement strategies based on data analytics and has built consulting relationships with leading asset managers and mortgage lenders.

Bruce launched the COVID-19 Omni-Channel Customer Interaction Advisory and successfully managed customer experience studies by integrating personal interaction expertise with data solutions. A passionate strategist, he breaks down complex problems into actionable tasks and has extensive experience in finance, operations, sales, and marketing strategy.

With 30 years in the lending industry, Bruce has held key positions, including Chief Operating Officer at SBA Technologies, Director of Operations at Anthogenesis Corporation, and Executive Vice President of Production at Rockwell Mortgage Bankers. He holds a Bachelor of Arts in Economics from Princeton University.

Scott Killingsworth is Director, Customer Service Advisory at JD Power. He currently manages the JD Power Customer Service Certification programs and is responsible for developing and maintaining the standards and operational benchmarks for the program. He also manages both internal teams and external partners in the execution of certification surveys and on-site evaluations of client operations.

Mr. Killingsworth has more than 20 years consulting experience to both B2B and B2C clients across a wide range of industries, including telecommunications, travel and insurance. Prior to joining JD Power, he was a market manager for Tecnol, Inc., a manufacturer of contamination control products for semiconductor, pharmaceutical and biotech companies.

Ideal Audiences

Leaders and decision-makers in the following roles benefit most from Scott's commentary:

Customer Experience Management
Customer Service/Contact Center Operations
Customer Research Management

Janet Lee is a Director & US Mid Cap Bank Analyst at TD Cowen, leading coverage of US mid and small cap banks. Prior to joining TD Cowen in January 2025, Janet spent seven years at JP Morgan, where she was a member of the #1 ranked team in Extel for mid cap banks. Before joining JP Morgan, she was in equity research following US mid cap banks and mortgage REITs/originators at Compass Point Research & Trading, LLC. She received a Bachelor of Science in Foreign Service degree with a major in International Economics from Georgetown University.

Paul leads JD Power research programs focused on digital and in-person customer experiences in retail and small business banking in the U.S. and Canada. These programs capture feedback from over 200 financial institutions, helping them prioritize improvements that drive customer satisfaction and growth. 

With 30+ years in banking and professional services, Paul has developed and led research initiatives enabling top North American banks and global fintech firms to better understand customer needs and competitive dynamics. Before joining J.D. Power in 2016, he served as SVP of Thought Leadership at FIS, guiding global research to inform corporate strategy. Previously, Paul spent 14 years at BAI, launching benchmarking programs for the largest U.S. banks, and began his career at Household International in retail banking and credit card operations. 

He holds a bachelor’s degree in economics from Augustana College and an MBA from DePaul University. 

Terry McEvoy is an executive director at Wells Fargo Securities, where he is responsible for providing equity research coverage of U.S. mid-cap banks. He joined the firm in July 2026, bringing almost three decades of experience in bank research and equity analysis. Terry is a founding member and Board of Directors of the CFA Society of Maine and a graduate of the University of Massachusetts.

Jim Miller leads the Banking and Credit Cards practices at JD Power. He is responsible for overseeing industry benchmark studies, proprietary research, consulting, and performance improvement programs. 

Industry analysts and banking and payment providers rely on Jim's expertise to understand market trends, interpret customer experience research and navigate changes in the marketplace. Previously, he was a senior vice president at SunTrust, where he managed retail banking analytics, including branch performance analysis and reporting, branch staff modeling and sales goal and incentive management. Additionally, he directed the units responsible for branch network planning and customer/marketing information. Before SunTrust, he held management positions at NationsBank and Bank One.

Mr. Miller received a bachelor’s degree in finance from The College of William & Mary and an MBA from the University of Virginia Darden School of Business.

David Sherrill is a Senior Vice President in the Customer Experience division at Regions Bank, where he leads efforts to strengthen customer loyalty, engagement, and business performance through a deeper understanding of customer needs. With more than 40 years of banking experience, including over two decades dedicated to customer experience leadership, David has played a pivotal role in shaping customer-centric strategies across the organization.
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Throughout his career, David has served as both a practitioner and strategist, partnering with leaders across Consumer Banking, Commercial Banking, and Wealth Management to translate customer insights into meaningful action. He is recognized for his ability to bridge the gap between customer feedback and business execution, helping organizations uncover opportunities, prioritize improvements, and drive measurable results.
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David's passion lies in making the voice of the customer understandable and actionable at every level of the organization. By combining analytics, customer insights, and strategic vision, he helps teams create experiences that foster trust, deepen relationships, and deliver lasting value for customers and the bank alike.
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David earned his Master of Business Administration from the Manderson Graduate School of Business at The University of Alabama.

Kapil Vora is Senior Director, Wealth Intelligence at JD Power. In this role, he is focused on equipping clients with data, analytics, and strategy to make them competitive with today’s investors and financial advisors.   

Kapil has over 15 years of market research experience. Prior to joining JD Power, he worked at NielsenIQ where he helped wealth management firms, retailers, and tech companies in their new product development and concept testing initiatives. He also worked at Market Strategies (now Escalent) in their custom and syndicated wealth management market research division.  

 Kapil holds an MBA from the University of Texas at Dallas and a Bachelor of Engineering from the College of Engineering Pune, India.  

Jennifer White offers financial institutions in-depth insights into consumer and small business owners’ financial health to understand how financial health influences purchasing and financial management behaviors. Realizing the mental and financial toll on consumers, Jen can help financial institutions incubate new products and services to support and improve consumers' financial health.  Reaching out with pertinent financial health solutions— even if the customer does not act on them—can be just as important as a new product offering or fintech innovation. She details how digital tools, relationship managers, and practical advice can be leveraged together for significant organic growth.

Jennifer is responsible for syndicated and proprietary studies in the banking industry, including the Retail Banking Satisfaction Studies, Mobile App and Online Satisfaction Studies, Financial Protection Satisfaction Study and the Financial Health & Advice Program in both the U.S. and Canada. Jennifer has over 25 years of experience in consumer insights and analytics, as well as an extensive background in the financial services and healthcare industries.