Mindshare Technologies, a leader in cloud-based Voice
of the Customer (VoC) technologies, announced the appointment of
Gary Topiol, former Managing Director, EMEA at Empathica, to Managing
Director, International for the newly combined entity, and has
established a Global Centre of Excellence in the United Kingdom. In this
position, Topiol will leverage his 20+ years of experience in market
research and the development and execution of global customer experience
strategies for FTSE 100 and Fortune 500 companies in formulating VoC
programs that meet the demands of consumers and consistently deliver
great experiences regardless of geography.
"Under Gary's strategic leadership and direction, Empathica's EMEA
business grew by 1000% in just six years, with close to 100 new client
brands contributing to 40% of Empathica's overall company revenue," said
Lonnie Mayne, President of Mindshare Technologies. "This impressive
growth is based on both his leadership and his team's true understanding
of the market and the customer, which has enabled them to deliver on
their promise to help clients leverage their VoC programs to take their
customers' experiences to a new and even more impactful level."
As the leading provider of global VoC, the company announced the
establishment of its Global Centre of Excellence in Birmingham, UK. This
new Centre of Excellence will support multi-unit brands in delivering
ulti-market VoC programs. Mindshare currently supports global brands in
125 countries and 28 languages, helping global multi-unit leaders
improve their performance at all phases of their customer engagement.
"Our Global Centre of Excellence is centered around helping brands
improve their customers' experience through VoC programs across
locations throughout the world. A consistent delivery of a multi-market
brand experience is a challenge," comments Mayne. "What defines a great
customer experience in one country isn't necessarily equivalent in
another. Our Global Centre of Excellence will address the challenges
associated with putting the customer at the heart of the business in
widely different markets, while addressing local customer needs and
ensuring global brand consistency."
Nan Russell will head the Global Centre of Excellence, with the support
of a highly qualified team of VoC experts with experience in developing
and launching multi-market, multi-cultural programs designed to help
brands understand their customer experience and drive operational
Russell has more than 25 years of experience in global research design,
methodology, and analysis that drives strategic insight, including more
than 10 years of experience in designing, implementing and supporting
multinational, multichannel VoC programs in 75 countries and in 28
languages. She designed and implemented the first VoC programs ever
launched in China, Russia, Japan and Brazil.
"When it comes to creating a global VoC program for a large
international brand, it is critical to develop a program that
understands what the brand stands for globally, while understanding how
this is delivered and valued locally," comments Topiol. "Our team brings
the experience and expertise necessary in working with big global brands
every day in the development of an effective multi-market approach to
the design and implementation of a global business's VoC program
ensuring it is mindful of individual countries and their traditions."
In addition to its Global Centre of Excellence, Mindshare will be
expanding its international profile with strategic partners with offices
throughout EMEA. Each partner office will provide effective local
support to the brands it works with throughout the world.
About Mindshare Technologies
Mindshare Technologies is the largest provider of VoC solutions for the
food services and retail industries. Using a proprietary customer survey
platform, Mindshare collects feedback in real time to help companies
retain customers and increase profits. As a full-service partner,
Mindshare provides tactical instruction, strategic guidance and customer
experience consulting to global brands and multi-unit operators. For
more information, visit www.mshare.net.
[ Back To NFVZone's Homepage ]