Track Speakers
Aarthi Murali
Executive Vice President
Holman
Aarthi Murali is an award-winning customer experience executive and a recognized leader in human-centric business transformation. She currently serves as Executive Vice President at Holman, a leading automotive and fleet management provider, where she plays a pivotal role in shaping the company’s customer engagement strategy and leading transformational initiatives across its Fleet Businesses.
With over two decades of experience in the financial sector, Aarthi brings a deep well of customer experience expertise to her role. Prior to joining Holman, she served as the first Chief Customer Experience Officer at M&T Bank, where she led integrated teams across Experience Design, Voice of the Customer, Voice of the Employee, Experience Engineering, and Customer Journey programs. She also spent nearly 18 years at JPMorgan Chase, where she most recently led Customer Experience for the Global Commercial Bank, driving large-scale, human-centered transformation initiatives.
Aarthi’s innovative leadership and impact in the field have earned her numerous accolades. She was named to American Banker’s “Most Powerful Women in Banking” list in both 2022 and 2023, recognized as a North American winner of Forrester’s inaugural Customer-Obsessed Leadership Award in 2023, and honored as one of the CX Network’s Top 50 CX Influencers in 2024.
Paulo Savaget
Entrepreneurial Engineer, Author, and Professor
Oxford
Paulo Savaget is an Associate Professor at the University of Oxford, jointly appointed to the Department of Engineering Science and the Saïd Business School. His work focuses on entrepreneurship, systems change, and innovation management, particularly in addressing complex sustainability challenges such as poverty, climate change, and global value chains. With a PhD from the University of Cambridge as a Gates Scholar, Paulo brings a systems-thinking approach to transforming unjust and unsustainable systems, especially under conditions of urgency and resource scarcity. He previously held roles as a Postdoctoral Researcher at the Skoll Centre for Social Entrepreneurship and Assistant Professor at Durham University.
Beyond academia, Paulo has worked as an entrepreneur and consultant for corporations, governments, and international organizations. He is the author of the award-winning book The Four Workarounds and has received numerous accolades, including the IBM Business of Government Award and the Green Talents Award. Passionate about bridging theory and practice, Paulo actively collaborates with practitioners to co-develop solutions that drive real-world impact.
Additional speakers for this track will be named soon. Stay tuned!
Steering Committee
Tony Caravella
Position title: Vice President, Learning and Quality, Northwestern Mutual Life Insurance Company
Amanda Frantz
Position title: VP of Customer Service, Springs Window Fashions
Carrie Toth
Position title: VP, Customer Experience, Generac
Customer Service Track Sponsor
Interested in sponsoring our Customer Service track in 2025? Contact us to learn more.
Practice Director
Matthew Cone
Position title: Customer Service Practice Director
Email:
matthew.cone
Matthew Cone leads the UWEBC’s Customer Service practice area. Matthew has spent his career working with teams to deliver amazing customer experiences with a focus on collaboration and the strength of diversity. Matthew comes most recently from 15 years with Apple, supporting teams in both B2B and B2C sales, and technical services in the technology industry. Matthew has also leveraged skills in training, coaching, and development, all necessary competencies that resonate with many of our member companies in the current CX landscape. Matthew graduated with a BS in Management from Cardinal Stritch University.
Highlights from last year's Customer Service Track
Here are a few highlights from last year’s Customer Service track: