Timothy Keiningham, PhD

Tim Keiningham is global chief strategy officer at Ipsos Loyalty, the world's leading professional services firm dedicated exclusively to customer experience, satisfaction, and loyalty with in excess of 1,100 dedicated expert staff located in more than 80 countries.

A prolific writer, Tim has authored or edited nine books. He also works to expand the science and practice of marketing and management and has published numerous papers in leading management journals (e.g., Harvard Business Review and MIT Sloan Management Review) and leading academic journals (e.g., Journal of Marketing, Marketing Science, Journal of the Academy of Marketing Science, Journal of Service Research, and Journal of Service Management). Tim's research has received more than a dozen prestigious scientific awards, including the following:

• INFORMS Society for Marketing Science, top 20 most influential articles of the past 25 years
• Marketing Science Institute / H. Paul Root Award from the Journal of Marketing for the article judged to represent the most significant contribution to the advancement of the practice of marketing (twice)
• Citations of Excellence “Top 50” Award (top 50 management papers of approximately 20,000 papers reviewed that year) from Emerald Management Reviews
• Service Excellence Award (best paper) from the Journal of Service Research
• Outstanding Paper Award (best paper) from the journal Managing Service Quality (twice)

Tim received a BA from Kentucky Wesleyan College (USA), an MBA from Vanderbilt University (USA), and a PhD from Staffordshire University (UK).

Lerzan Aksoy, PhD

Lerzan Aksoy is professor of marketing at Fordham University Schools of Business in New York City. She is widely regarded as one of the leading experts in the measurement and management of customer satisfaction and loyalty. She was recognized as the top young scientist of 2007 in Turkey by the Junior Chamber International, winning the TOYP Award for Scientific Leadership. Five years later, she received one of the most prestigious business and management awards in Turkey: the 2012 Management Honor Award (Yönetim Onur Ödülü), a lifetime achievement award for research contributions that affect management across international boundaries. Professor Aksoy also has received the Koç University Werner Von Siemens Award and the Fordham University Magis Award for research, teaching, and social contribution.

Lerzan has written or edited five books. Her articles have been accepted for publication in top-tier journals in marketing (e.g., the Journal of Marketing, Marketing Science, Journal of the Academy of Marketing Science, and Journal of Interactive Marketing), strategy (including Harvard Business Review and MIT Sloan Management Review), and service management (e.g., the Journal of Service Research, Journal of Service Management, and Managing Service Quality). Her research has received numerous prestigious scientific awards, including the following:

• Marketing Science Institute / H. Paul Root Award from the Journal of Marketing for the article judged to represent the most significant contribution to the advancement of the practice of marketing
• Citations of Excellence “Top 50” Award (top 50 management papers of approximately 20,000 papers reviewed that year) from Emerald Management Reviews
• Outstanding Paper Award (best paper) from the Journal of Service Management
• Outstanding Paper Award (best paper) from the journal Managing Service Quality (twice)
• Next Gen Disruptive Innovation Award in Market Research

Lerzan earned a BS from Hacettepe University in Ankara, Turkey, and was awarded the Fulbright Scholarship to pursue her MBA degree at George Mason University in Fairfax, Virginia. She earned a PhD in marketing from the University of North Carolina at Chapel Hill's Kenan Flagler Business School.

Luke Williams

Luke Williams is vice president at Ipsos Loyalty, where he leads the day-to-day activity of large-scale research engagements for the firm. He specializes in research methods and design, analytics planning, and the eliciting of strategy from research results.

Luke is coauthor of the book Why Loyalty Matters: The Groundbreaking Approach to Rediscovering Happiness, Meaning, and Lasting Fulfillment in Your Life and Work. Luke has also authored numerous articles that have appeared in publications such as the Wall Street Journal, Journal of Service Research, Journal of Business Research, Journal of Database Marketing & Customer Strategy Management, Quirks Marketing Research Review, Marketing Management, Training & Development, and The Wise Marketer. Luke has also coauthored four book chapters in scholarly books and a Harvard Business School case study.

Luke was a core member of the research team that discovered and developed the Wallet Allocation Rule. The Wallet Allocation Rule has won the Next Gen Disruptive Innovation Award and was introduced in the Harvard Business Review.

Luke received a master's degree in social research methods from the University of Durham (UK) and a bachelor's degree in sociology from Rutgers University (USA).

Alexander Buoye, PhD

Alexander Buoye is assistant professor of marketing at Fordham University Schools of Business. Prior to joining the Fordham faculty, Alex was head of loyalty analytics and senior vice president at Ipsos Loyalty, where he spent seven years overseeing all advanced analytics for the U.S. loyalty practice.

Alex's research focuses on customer satisfaction and its relationship to loyalty and firm performance. His work has been published in Harvard Business Review, MIT Sloan Management Review, and the Wall Street Journal, as well as leading scientific journals such as the Journal of Service Research, Journal of Service Management, Journal of Business Research, and Journal of Interactive Marketing. For his research he has been awarded the Next Gen Disruptive Innovation Award in Market Research (for his role in the discovery and development of the Wallet Allocation Rule) and the Best Practitioner Award from the Frontiers in Service conference.

Alex received his PhD and MA in sociology and a bachelor of business administration degree in marketing from the University of Notre Dame.