FRED REICHHELD is the creator of the Net Promoter system of management, the founder of Bain & Company’s Loyalty practice, and the author of five books including the New York Times bestseller The Ultimate Question 2.0. He is currently a fellow and senior advisory partner at Bain, where he has worked since 1977. Fred is a frequent speaker at major business forums, and his work on customer loyalty has been widely covered in the Wall Street Journal, New York Times, Financial Times, Fortune, Businessweek, and The Economist. He has made fifteen contributions to the Harvard Business Review and, in 2012, became one of the original LinkedIn Influencers, an invitation-only group of corporate leaders and public figures who are thought leaders in their respective fields. In 2003, Consulting Magazine named Fred as one of the world’s “25 Most Influential Consultants.” According to the New York Times, Fred “put loyalty economics on the map.” The Economist refers to him as the “high priest” of loyalty. Reichheld graduated from Harvard College (BA, 1974) and Harvard Business School (MBA, 1978). He is based in Cape Cod and Miami.

DARCI DARNELL is the global head of Bain’s Customer practice, responsible for the firm’s client solutions in customer strategy, loyalty, commercial excellence, pricing, and marketing. Darci has served in multiple global leadership roles and today sits on the firm’s top-elected governance committee. Darci earned an MBA from The Tuck School at Dartmouth College as well as a BS in accounting from Washington University in St. Louis. She is based in Chicago.

MAUREEN BURNS is a senior partner in Bain’s Customer practice. She is one of Bain’s foremost experts on the Net Promoter System and Customer Loyalty. Maureen has led some of Bain’s most notable digital transformations, helping her clients harness technology and data to earn Customer Loyalty. Maureen earned an MBA from Harvard Business School and graduated from Georgetown University’s School of Foreign Service. She is based in Boston.