Co-Creating The Future

Meet the people behind our global studio network. They lead the collaborative approach that is reshaping the future of customer experiences.


Meet Our Global Leaders

Paul Papas

Global Leader

Warren Tomlin

Global Mobile Leader

Nancy Kramer

Chief Evangelist, IBM iX

John Armstrong

North America Leader

Jennifer Lindstrom

North America Partner

Molly Vannucci

Global Business Advisor

Matthew Candy

European Leader

Amanda Gosling

Europe
Global Partner

Saul Berman

Global Chief Strategist

Al Jenkins

Global Leader, Customer Platforms

Saudamini Dubey

Middle East and Africa Leader

Will Duckworth

Asia Pacific Leader

Chun Yin Mak

Greater China Leader

Marcelo Villar

Latin America
Leader

Ajay Bansal

Global Delivery India Leader

Akira Kudo

Japan
Leader

 

Al Jenkins

Global Leader, Customer Platforms

Al leads a worldwide team tasked with helping IBM’s clients transform how they engage with their customers and business partners. Working closely with clients, the team addresses the challenge of being heard and seen in a noisy digital environment. They create unique and relevant digital experiences that connect a business with its customers across multiple channels and platforms.

Through a multi-disciplinary, all-touchpoint approach Al and his team empower clients to work successfully at the intersection of technology, content, and experience. They develop personalized customer interactions in near real-time that drive action and deliver measurable results.

Al has created robust digital initiatives with the world’s most recognized brands across a broad spectrum of industries, including: retail, telecommunications, government, health care, and financial services. He is asked frequently to serve in an executive advisory role with many of our global clients as they pursue their transformational journeys. He lives in Washington, DC.

Saul Berman

Global Chief Strategist

Saul heads a global team of senior experts with diverse experience in strategy, creative, design, and mobile, as well as smarter commerce and platforms. Using a collaborative model for sales and solutions the team helps clients address large-scale, complex projects and deliver a dynamic new perspective to their business.

As chief strategist Saul helped to develop and lead recent IBM iX strategic alliances with Apple, Twitter, and The Weather Company. He has also led IBM’s vaunted C-Suite study series, renowned for conducting in-depth interviews with the world’s leading CEO’s and CMO’s.

He is the author of Not for Free, Revenue Strategies for a New World (2011, Harvard Press) as well as papers, including including Digital Transformation, Beyond Digital, Digital Reinvention and recently, The Individual Enterprise, How Mobility Redefines Business. He speaks frequently on how business value must be delivered within a new digital environment.

For two consecutive years Brand Quarterly has named Saul as one of the top 50 Marketing Leaders Over 50. And in 2005, Consulting Magazine ranked him as one of the world’s top 25 consultants. He is an active member of the editorial advisory board for Strategy & Leadership Magazine and previously served on the Board of the Entertainment Technology Center at USC Film School. Prior to IBM iX, Saul was the Global Leader of Strategy consulting practices for PriceWaterhouse, PriceWaterhouseCooper, and IBM.

Saul holds a B.S from the Wharton School of the University of Pennsylvania, and received his MBA and doctorate from Columbia University. He is a former Assistant Professor of Management at the University of Southern California and lives in Los Angeles.

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Paul Papas

Global Leader

Paul is Global Leader for IBM iX, a next generation services firm. He leads a global network helping clients to solve real-world problems in a complex digital environment.

Paul’s team of business strategists, creative directors and designers, data scientists, customer experience researchers from IBM Research, and technology specialists are all skilled in the latest digital, mobile, social, analytics, wearable, and cloud technologies.

Central to Paul’s mission is the global network of IBM iX Studios, pioneering a new way to work with clients and co-create solutions through shared expertise. Within these hubs of innovation, C-suite executives are guided along a path of digital transformation and customer experience. It’s a model of collaboration that removes barriers, mines insights, assesses best practices, and ultimately, executes projects driven by customer-centric thinking. The results underscore Paul’s open and directed approach to help clients get to the future faster.

He is a frequent public speaker and blogger on the increasing convergence of the physical and digital worlds, customer experience, and digital transformation. In 2013, CRM Magazine named him “King of Commerce” in its ranking of top CRM Influential Leaders.

Before joining IBM in 2002, Paul was a Partner at PriceWaterhouseCoopers in addition to a variety of leadership roles throughout 25 years in the industry. He lives in New York City.

Matthew Candy

European Leader

Matt Candy is the European Leader and Managing Partner for IBM iX, a next generation services organization that helps the world's leading brands reinvent customer experiences that drive growth.

New customer insights call for new strategies and capabilities. Under Matt’s leadership IBM iX has been driving the 'customer revolution’ that is reshaping future customer experiences, business models and value propositions. Matt oversees a multi-disciplinary team across Europe who collaborate using the best design, strategy, architecture, technology, analytics, and wearables practices to generate transformational ideas. In the last year Matt has led his team to win a number of prestigious awards for work with clients such as Wimbledon, Jaguar Land Rover, and Nationwide.

Matt has worked for IBM his whole career, starting with PricewaterhouseCoopers prior to its acquisition in 2002. During this time he has focused on complex multi-channel business transformation engagements for clients across multiple industries around the world.

His passion for all things digital extends to ensuring that the expertise and knowledge continues by recruiting the best possible talent to IBM. He is the executive sponsor for IBM's 'Consulting by Degrees' graduate programme in the UK and has overall responsibility for the recruitment, induction, training, and development of its graduate population.

In 2014, Matt was ranked No.3 in The Drum's Digerati, an annual list celebrating the UK's most influential individuals within the digital industry.Recently, he also completed a postgraduate diploma in Strategy & Innovation at Saïd Business School, Oxford University.

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Nancy Kramer

Chief Evangelist, IBM iX

With a belief that creativity and technology have the power to change the world, Nancy Kramer founded Resource/Ammirati, An IBM Company, with Apple as its first client in 1981. Over the next three decades, she grew the firm into a multi-office digital marketing pioneer with clients such as Victoria’s Secret, P&G and Nestle by delivering innovative, consumer-centric marketing experiences. In 2016, she helped usher in a new era for the company, when it became IBM’s first creative agency acquisition, becoming part of IBM iX, a leading design, digital and cognitive consultancy.

Throughout her career, Kramer has played a pivotal role in transforming the advertising industry, a distinction recognized by Ad Age when she was included among the “100 Most Influential Women in Advertising.” In addition to serving as Chairman of Resource/Ammirati, she now applies her drive and passion for the business to her role as Chief Evangelist for IBM iX. In this new position, she is responsible for strengthening relationships with CMOs and across the C-Suite, inspiring and sharing the evolving story of IBM iX and Resource/Ammirati, and helping IBM iX deliver on its brand promise.

Kramer also serves on a number of boards, including The Columbus Foundation, The Columbus Partnership, LBrands Foundation, The Ohio State University Advancement Committee, The Wellington School, Wexner Center for the Arts and publicly-traded MI Homes.

John Armstrong

North America Leader

As head of the IBM iX practice for North America, John oversees a diverse team of global consultants, helping clients to understand and engage with their customers in a digital world of overwhelming options. Armed with insights that harness the power of digital, mobile, social, analytics, and cloud technologies, the team works closely with clients on differentiated strategies of engagement that fuel growth.

John’s 30-year career includes extensive experience in business and technology consulting. He has held senior leadership positions in the Americas, Europe and Asia Pacific with Teradata, PricewaterhouseCoopers, and IBM.

Recognized by the industry as a provocative thought-leader in the field of customer analytics, John specializes in advising senior executives on the latest innovations that are impacting customer experience, CRM, marketing, sales effectiveness, and human performance. He also co-leads IBM's North America Financial Services sales force automation team, a group focused on developing engaging and differentiated interactions with customers through digital and desktop tools.

John holds a B.A. in Economics from the University of Dayton and lives in Chicago.

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Jennifer Lindstrom

North America Partner

Jennifer leads the North American Strategy, Creative & Design service line for IBM iX. She transforms the way that clients work with IBM and how they engage with their customers to drive results in a complex digital environment.

A lifelong gardener, Jennifer extends that passion to her work, planting the seeds of growth and nurturing them to fruition with a rare ability to align people across the broadest disciplines. It’s an unusual approach to a traditional role in which she steps effortlessly between the boardroom and the creative studio, pushing clients and employees to collaborate and co-create transformative breakthroughs. Her experience across all sectors, with a focus in the technology and financial services, has helped the world’s largest banks lead the digital field, create innovative anti-fraud biometrics experiences for bank employees, and develop a landmark banking application for Apple Watch™.

Energetic, driven, and passionate to a fault, Jennifer is admired for her directness and loved for her leadership. She is the guiding force of change at IBM iX, tearing down barriers to solve the challenge at hand. She brings more than two decades experience leading client services and project management, most recently at WPP’s digital arm, Wunderman, and her victories for global clients include Bank of America, Citibank, Coke, AT&T, Lucent, Dell, HP, Levis, Microsoft, Nokia and IBM. For four years she lived in Mexico City where she managed the American Express account for Latin America.

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Saudamini Dubey

Middle East and Africa Leader

Saudamini is the Interactive Experience Mobile Leader for IBM Global Business Services in the Middle East and Africa. Her deep experience in Front Office Digitization helps clients transform their companies to a user-centric business model with mobile, social media and analytics. At IBM she has lead a strategic focus for Digital Front Office, by building capabilities in Smarter Commerce and Mobile.

As mobile penetration percentages across Saudamini’s region climb to the highest in the world, she is driven by an incredible opportunity to truly transform everyday lives in exciting new ways. The m-pesa mobile payment solution in Kenya, for example, that drives financial inclusion for an ‘non-banking’ population is just the tip of a very large iceberg. And as home to an expanding youth population, the region is hungry for innovation, differentiated solutions, and memorable experiences across all physical and digital touch points. With her eye firmly on these horizons, and charged with helping to deliver those experience, Sudamini is highly motivated by the opportunities to change lives.

As she taps into the vast capabilities that support IBM iX, her goal is to continue to lead clients to the future, with simpler, more unified, and contextually-relevant customer experiences. To this end, she is part of the high-octane effort to expand IBM’s global network of Interactive Experience Studios with the launch of the Middle East and Africa Design Studio in 2015. She sums up its goal: “To embed design thinking in all aspects of what we do, humanize all customer experience touch points, and create a world of memorable, and meaningful, mobile moments.”

Saudamini is based in Dubai, in the United Arab Emirates.

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Amanda Gosling

Europe
Global Partner

Amanda is a leader within the IBM iX global team, helping clients take advantage of the opportunities that digital provides for driving growth from customer engagement. She joined IBM from Ogilvy where she led the IBM marketing transformation.

Since joining IBM, Amanda's mission has been to help clients transform their business growth by focusing on the customer. She crafts strategies, defines meaningful experiences and delivers them at scale--all based on valuable data insights. And in order to deliver those differentiated experiences at the speed of expectation, she believes that companies must begin to view their organisations as smaller collaborative agile teams where new teaming, both inside and outside the organisation, driving outsized returns from new innovations. To this end, she works collaboratively with a multi-disciplinary team around the world to leverage IBM’s vast resources and drives ingenuity across all aspects of transformation, including capabilities, skills, and organizational change. She has worked with many of the world's leading brands throughout her career, spanning a range of industries and many countries - with a focus on telecommunications and financial services.

Ultimately, Amanda works best at the intersection of design, data, and people. Her passion for the role is underscored by the catchy phrases she is known for, such as “ an innovation is not the same as innovating” and “customer driven growth is a religion, not a hobby.”

Amanda is Australian, currently living in London. She seems to be constantly renovating her house/money pit or basking in the English "sun" while trying to BBQ as if she were home in Sydney.

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Akira Kudo

Japan
Leader

Akira is Service Line Leader for IBM iX and Mobile in Japan. He heads a diversified team of strategists, UCD experts, creative designers, mobile, and developers, helping clients to deliver superior and meaningful customer experiences that drive brand loyalty and growth.

He brings 25 years of consulting experience to the position and works closely with many Japanese and Asian clients to transform client organizations in the area of supply chain, finance and marketing. Akira’s clients span a broad range of industries including consumer electronics, semiconductor, consumer package goods, travel and transportation. Akira has also been involved in the Smarter Cities Challenge, a collaborative effort with officials, citizens, businesses, academics and community leaders focused on improving urban life and improving the quality of life for its citizens. In 2012, Akira and executives from IBM helped Rosario’s city government with a road map on smart mobility and governance for the next 3 years.

Akira has held many leadership roles at IBM GBS, including electronics industry leader, supply chain management leader and SAP leader.

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Warren Tomlin

Global Mobile Leader

Warren is an IBM Partner and leads the IBM iX team in Canada. His razor focus for developing next-generation capabilities is the result of more than 20 years experience in strategy, innovation, product development and online marketing. He is master of integrating these capabilities with leading design to create differentiated customer experiences that drive growth.

Recognized as one of Marketing Magazine's 100 Thought Leaders, Warren also leads IBM’s growing network of North American Studios. Located in New York, Chicago, Atlanta, Boston and Toronto, the studios guide clients to co-create new and personalized models of engagement with data and design and by leveraging mobile, interactive, web/portal, kiosk, social, contact centre and cloud technologies. As an authority on mobile, Warren drives strategy across all lines of business for Canada.

Before joining IBM, Warren headed a global digital consulting practice and also led one of North America’s top interactive agencies. He speaks regularly on a broad range of innovation topics and has presented with astronaut Chris Hadfield and author Malcolm Gladwell. He has delivered keynotes at the Intel Developer Forum, Digital Hollywood and the Consumer Electronics Show in Las Vegas and he is a regular IBM contributor to Canada AM. You can also follow his byline in The Globe and Mail.

Warren earned an MBA from Queen’s School of Business at Kingston and brings an exceptional energy and passion to fostering innovation in an international marketing community, at the frontier of exciting change.

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Will Duckworth

Asia Pacific Leader

As a geeky twelve year old, Will realized he couldn't even manage the three chords needed to lead a punk band so he applied the same creativity, eagerness to disrupt, and questioning mind to emerging technologies. A thirst for ideas launched a career in IT, driving emerging technology to the tipping point of mass adoption, from putting artificial intelligence on aircraft, launching internet banks, transforming online commerce with retailers and insurance companies, to reinventing every industry around mobile solutions.

Following the sentiment of William Gibson's quote "The future is here, it's just not evenly distributed yet" Will loves taking an emerging technology from the bleeding edge to business-as-usual. He enjoys mitigating the inherent risks through first-of-a-find projects, deep insight into the industry value and scaling solutions for mass enterprise and consumer adoption. Over more than 20 years, this same thirst for a challenge has seen Will travel the globe for innovative projects in Europe, Asia Pacific and the US.

Will’s passion for creativity, design, technology and disruption are all perfectly embodied in his current role as Vice President leading IBM iX, IBM's digital business, and leading the Apple+IBM Partnership across Asia Pacific. In these roles, Will is focused on the opportunity for digital and mobile solutions to not only 'do cool things' for a company's brand but to completely reinvent the experience an employee, customer or citizen has with that organization. Will works with clients daily to not only "do things better" but to "do better things”.

Will's insights and expertise are sought by media and industry analysts around the world. His work has been the subject of coverage in The Wall Street Journal, the Australian Financial Review, Business Review Week (BRW), The Sydney Morning Herald, India Times, The Australian, ZDNet, Computerworld, MIS Magazine, CIO Magazine, Korean Herald, CCW China and many others.

Will lives in Sydney, Australia with his inspiration and partner, Sara, his three kids, vintage Lambretta and fading dreams of one day playing for Liverpool.

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Chun Yin Mak

Greater China Leader

Chun Yin is the managing partner for Hong Kong IBM Global Business Services and heads the country’s industry and client account teams as well as its consulting and application management groups.

He brings extensive management consulting experience to his role in all areas of business. He is skilled in application architecture, strategy, implementation planning, roadmapping, business case development, business process re-engineering, and the execution of business. His leadership extends to every aspect of a project, from people to process, application, and infrastructure. His vision and knowledge has been key to driving growth for multiple high profile, multinational clients in Greater China, Hong Kong, and North America.

In recent years, Chun Yin has been the guiding force in a number of high profile, success initiatives in the field of smart commerce, business analytics, optimization, customer-centric solutions, and integrated enterprise solutions.

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Marcelo Villar

Latin America
Leader

Marcelo has worked in Services with IBM for 22 years. Throughout his career he has held roles in P&L, Sales, Delivery and Client leadership in Brazil and Latin America, among them application management services, AMS, business consulting services BCS (GBS) and business innovation and skills BIS, having built a number of services business from inception. He has managed large transformation programs, for retail, consumer products, consumer products and banking clients, with a consistent, successful track record of delivery excellence.

Most recently, Marcelo was the Apollo Project Executive, responsible for this complex transformational contract across all IBM Brands. Under his leadership, IBM implemented more than 20 consulting projects and transformed business, applications and infrastructure operations. His role in Apollo allowed him to experience and deal first hand with the connections between the systems of engagement and analytics capabilities deployed by IBM, the systems of record with which they integrate, and the business and change management challenges clients face to successfully leverage the business potential enabled by this transformation.

Marcelo graduated in Communications from the Universidade Federal do Rio de Janeiro (UFRJ), and earned his MBA from the Catholic University in Rio (PUC-RJ).

Ajay Bansal

Global Delivery India Leader

Ajay leads IBM iX a service line for India GBS Delivery Center, as well as the India iOS Development Center. He oversees Complex SI, Enterprise Applications as well as Enterprise Integration. Recent assignment have charged him with building Global Delivery Center India’s capabilities in cloud and mobile.

In its capacity to leverage deep and diverse capabilities the Global Delivery Center provides depth in mobile application development and integration with enterprise systems of records across multiple industries. It offer deep experience implementing and maintaining Smarter Commerce and customer platform solutions across e-Commerce, order management, portals and Salesforce.com and currently, the Center is focused on the launch of an IBM iX Studio in Bangalore.

In prior roles, Ajay has led capability development for IBM’s Global Business Services Philippines Delivery Center and he has held multiple consulting engagements in India and the global market.

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Molly Vannucci

Global Business Advisor

Since joining IBM in 2009, Molly has been focused on customer strategy and embracing new challenges, including her current role of global business advisor for IBM iX. The position is tailor made for her exceptional people and networking skills.

As the nucleus of the expanding IBM iX studio network, Molly’s strategic insights are key to its success for clients around the globe, whether she is in Europe or Asia, connecting talent and leadership to staff a center of innovation, or managing client projects while extending her intellect and cultural ear to shape the mission from afar.

Brimming with curiosity, ambition, and relentless energy she brings 10 years of experience working with clients across retail, consumer products, telecommunications, and life sciences, with a deep focus on financial services. Molly has a passion for working with clients to analyze trends and customer behaviors that drive next generation experience strategies.

Prior to IBM, Molly worked within the Investment Bank and Treasury Services group at JPMorgan Chase as part of a rotational management-training program. She was also selected to join GE's premier marketing development program for high potential MBAs. She holds an MBA in International Marketing from Thunderbird School of Global Management and a BBA in International Business and Finance from Loyola University Maryland.

When she isn’t traveling--as much for fun as for work--Molly lives in New York City, and is drawn to the outdoors, whether she’s roaming the city, on the golf course, or spending time with friends and family.

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