SPEAKERS

Amit Aggarwal is the Managing Director of J.D. 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.

Dann Allen joined Financial Services Intelligence at J.D. Power in 2021 to work with U.S. banks using multiple industry benchmark studies, proprietary research, consulting and performance improvement programs to support clients focused on improving the customer experience.

He is a Customer Experience leader with a successful record in multiple organizations for creating and delivering strategies with tangible improvements that increase client advocacy, satisfaction, retention, revenue, and employee engagement.  Mr. Allen has more than 30 years of experience in banking, customer experience, and communications.

Prior to joining J.D. Power, he served as Client Experience Executive at MUFG Union Bank, N.A. leading the Customer Experience program for Retail, Small & Middle Market Banking, Commercial Banking, and Wealth clients.  Previously, he was Head of Consumer Customer Experience at Bank of the West.  In both organizations he led wide-scale customer experience transformation programs.  Mr. Allen was also Head of Experience Design and Member Outbound Communications for AAA leading cross-functional initiatives that improved multi-channel experiences.  Before AAA, he held executive positions in customer experience for telecommunications and consulting companies based in the United States and Western Europe.

Mr. Allen is fully certified by the Medallia Institute in Customer Experience Management.  He received a bachelor’s degree in Communications - Journalism from Shippensburg University.

Rich Bongiorno is Managing Director, Customer Service Advisory at J.D. Power. He is responsible for the management of the company’s Customer Experience Management product, including the Voice of Experience (VoX) data and analytics technology platform, which is  J.D. Power’s solution for customer experience management. In this role, he sets the strategic direction and product development road map in this space for J.D. Power. Additionally, he supports business development efforts as a subject matter expert within the organization. 

Mr. Bongiorno joined J.D. Power in 1998. Prior to his role in Product Management, he led a global business transformation initiative for J.D. Power, which focused on improving the way the company designs, executes and delivers its syndicated and proprietary data and insights products to the market. This initiative involved global teams across the company organized into work streams.

Earlier at J.D. Power, Mr. Bongiorno held several roles of increasing responsibility across several syndicated and proprietary research engagements. He was responsible for the management and execution of some of the company’s most respected and watched syndicated studies across the automotive industry. 

On the proprietary side of the business, Mr. Bongiorno has been responsible for some of J.D. Power’s largest and most complex proprietary tracking engagements across several different industries. During his tenure in this role, his team was nominated for and received the American Honda Premiere Partner Award multiple times.

Mr. Bongiorno received an MBA from Pepperdine University. He holds a certificate in Pragmatic Product Management and a Lean Six Sigma green belt certification. 

John Cabell is the Managing Director of Payments Intelligence at J.D. 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 J.D. 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.

Andrew Defever is a CX/CEM senior research scientist and team leader with extensive experience across all aspects of the CX research space. His expertise encompasses the entire spectrum of CX program construction, including program design, customer journey mapping, survey/questionnaire construction, survey research methodology, quantitative modeling, and consumer insights. He has built survey-based research programs from the ground up across various markets, including Financial Services, Insurance, and Healthcare.

Defever has a proven track record of managing clients and stakeholders directly, guiding them through the end-to-end research process, and ensuring stakeholder goals are clearly defined and addressed. His diverse skill set allows the team to produce reliable, actionable insights for clients through the implementation of research best practices, generating an effective return on investment (ROI) for survey research programs of any size.

Patrick Rosenberg is the Director and Practice Lead of Automotive Finance Intelligence at J.D. Power. He is responsible for leading and directing the practice in developing and presenting auto finance industry C-suite strategies based on Voice of the Customer and Voice of the Dealer data with insights into the current market and future trends.

Mr. Roosenberg joined J.D. Power in 2015, bringing with him nearly 20 years of experience from the auto finance world, as senior manager industry analytics. Prior to his time at J.D. Power, Patrick most recently worked for TD Auto Finance. There, he was manager of fair lending, and previously a national pricing and program development manager responsible for the P/L of a multi-billion-dollar auto finance portfolio. Mr. Roosenberg also previously worked at Chrysler Financial in operations and in the field, including customer service, collections, bankruptcy, marketing, and retail credit.  

Mr. Roosenberg received a bachelor’s degree in psychology from Oakland University.

Sean Gelles leads consumer payment research and intelligence at J.D. Power with a heightened focus on Buy Now, Pay Later, Debit Card, Digital Wallet, Peer to Peer, and Point of Sale Choice payment methods. More broadly, Sean works with clients to help them identify improvement opportunities and gain a competitive advantage in the rapidly evolving payments industry.

Prior to joining J.D. Power, Sean worked for several years at American Express, where he led a team of analysts that harnessed customer data from across the credit card and banking industries to generate insights resulting in improved digital experiences that led to enhanced customer acquisition, account servicing, and growth in company revenues. 

Sean has 20 years of experience leading customer analytics and insights teams across multiple industries, including payments, media, and marketing. He earned a bachelor's degree from Northwestern University and a master's from Cornell University.

Mike Foy is Managing Director and Head of Wealth Intelligence at J.D. Power. He shapes strategies that allow leading financial services brands clients 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. 

Scott Killingsworth is the Director of Customer Service Advisory at J.D. Power. He currently manages the J.D. 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 of consulting experience with both B2B and B2C clients across a wide range of industries, including telecommunications, travel, and insurance. Prior to joining J.D. Power, he was a market manager for Tecnol, Inc., a manufacturer of contamination control products for semiconductor, pharmaceutical, and biotech companies.

Paul McAdam is a Senior Director, Regional Banking in the Financial Services Practice at J.D. Power. He is responsible for syndicated and proprietary studies in the banking industry, including the U.S. Retail Banking Satisfaction Study; Canadian Retail Banking Satisfaction Study; Small Business Banking Satisfaction Study; and Credit Card Satisfaction Study. He also works with clients to help them gain a better understanding of how to improve the customer experience, with a particular emphasis on the regional banking segment.

Mr. McAdam has more than 25 years of experience in banking and professional services. He has led dozens of research programs that have enabled leading U.S. banks and global financial technology companies to quantify market demand and measure customer experience.

Prior to joining J.D. Power in 2016, Mr. McAdam was senior vice president of strategic thought leadership at Fidelity Information Services (FIS). There, he led a team that conducted domestic and global primary research of consumer expectations of banking providers. His team also published the corporation’s thought leadership magazine, which was delivered to more than 50,000 clients globally. His work at FIS touched retail and small business banking, wealth management, mobile financial services and emerging payments systems.

Before FIS, Mr. McAdam was a Partner with eCom Advisors, a strategy consulting firm focused on helping clients optimize the delivery of banking and payment solutions through digital channels. Previously, he was with BAI, a Chicago-based professional association that provides research and training services to banking companies. His key role at BAI was managing director of research, where he led a team that launched retail and small business banking benchmarking programs that served 37 of the top 50 U.S. banks. He also served as editor-in-chief of Banking Strategies magazine. He began his career in financial services in retail bank branch management and customer service call center management at Household International.

Mr. McAdam received a bachelor’s degree in economics from Augustana College in Rock Island, Illinois, and an MBA from DePaul University in Chicago.

Jim Miller is the Vice President and Practice Lead of Banking and Credit Card at J.D. Power. He oversees the company’s industry benchmark studies, proprietary research, consulting and performance improvement programs focused on improving the customer experience.

Mr. Miller has more than 25 years of experience in both banking and customer experience. Prior to joining J.D. Power in 2012, he served as president of Prime Performance, Inc., a provider of customer experience research and measurement systems specifically designed for financial institutions. 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.

Patrick Rosenberg is the Director and Practice Lead of Automotive Finance Intelligence at J.D. Power. He is responsible for leading and directing the practice in developing and presenting auto finance industry C-suite strategies based on Voice of the Customer and Voice of the Dealer data with insights into the current market and future trends.

Mr. Roosenberg joined J.D. Power in 2015, bringing with him nearly 20 years of experience from the auto finance world, as senior manager industry analytics. Prior to his time at J.D. Power, Patrick most recently worked for TD Auto Finance. There, he was manager of fair lending, and previously a national pricing and program development manager responsible for the P/L of a multi-billion-dollar auto finance portfolio. Mr. Roosenberg also previously worked at Chrysler Financial in operations and in the field, including customer service, collections, bankruptcy, marketing, and retail credit.  

Mr. Roosenberg received a bachelor’s degree in psychology from Oakland University.

Miles oversees the company’s consumer payments program, focusing on point-of-sale choice and non-credit card payment methods.

He has more than 20 years of experience in payments and mortgage lending, primarily with J.P. Morgan Chase and Mastercard.

Miles received a bachelor’s degree in business from Babson College and an MBA from the University of North Carolina Kenan-Flagler Business School.

Jennifer White is a Senior Consultant in the Banking & Payments Intelligence practice at J.D. Power. She is responsible for syndicated and proprietary studies in the banking industry, including the Mobile App and Online Satisfaction Studies and the Financial Health & Advice Program in both the U.S. and Canada. This topic focus translates also to Jennifer’s oversight of J.D. Power’s Digital and Financial Health Certification programs.

Jennifer also works with clients to design proprietary engagements and oversees the incubator development of new products for the banking practice.

Jennifer’s focus is to translate the research findings from J.D. Power programs into roadmaps for performance improvement and customer experience optimization.

Jennifer has over 20 years experience in market research with extensive industry background not only in financial services but also the healthcare industry. Prior to joining J.D. Power in 2012, Jennifer was the Director of Analytics at Escalant, formerly Market Strategies.

Jennifer has a Masters in Public Policy from the Ford School at the University of Michigan and a BA in Economics and Political Science from Kalamazoo College.

Kapil Vora is a Sr. Director for Wealth Intelligence at J.D. 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 J.D. 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.