Superior Customer Experience Strategies with Our Financial Experts

Jim Miller is the Vice President and Practice Lead of Banking and Credit Card at JD Power. He oversees the company’s industry benchmark studies, proprietary research, consulting and performance improvement programs focused on improving the customer experience.

Mr. Miller has more than 25 years of experience in both banking and customer experience. Prior to joining JD Power in 2012, he served as president of Prime Performance, Inc., a provider of customer experience research and measurement systems specifically designed for financial institutions. Previously, he was a senior vice president at SunTrust, where he managed retail banking analytics, including branch performance analysis and reporting, branch staff modeling and sales goal and incentive management. Additionally, he directed the units responsible for branch network planning and customer/marketing information. Before SunTrust, he held management positions at NationsBank and Bank One.

Mr. Miller received a bachelor’s degree in finance from The College of William & Mary and an MBA from the University of Virginia Darden School of Business.

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Paul McAdam is a Senior Director, Regional Banking in the Financial Services Practice at JD Power. He is responsible for syndicated and proprietary studies in the banking industry, including the U.S. Retail Banking Satisfaction Study; Canadian Retail Banking Satisfaction Study; Small Business Banking Satisfaction Study; and Credit Card Satisfaction Study. He also works with clients to help them gain a better understanding of how to improve the customer experience, with a particular emphasis on the regional banking segment.

Mr. McAdam has more than 25 years of experience in banking and professional services. He has led dozens of research programs that have enabled leading U.S. banks and global financial technology companies to quantify market demand and measure customer experience.

Prior to joining JD Power in 2016, Mr. McAdam was senior vice president of strategic thought leadership at Fidelity Information Services (FIS). There, he led a team that conducted domestic and global primary research of consumer expectations of banking providers. His team also published the corporation’s thought leadership magazine, which was delivered to more than 50,000 clients globally. His work at FIS touched retail and small business banking, wealth management, mobile financial services and emerging payments systems.

Before FIS, Mr. McAdam was a Partner with eCom Advisors, a strategy consulting firm focused on helping clients optimize the delivery of banking and payment solutions through digital channels. Previously, he was with BAI, a Chicago-based professional association that provides research and training services to banking companies. His key role at BAI was managing director of research, where he led a team that launched retail and small business banking benchmarking programs that served 37 of the top 50 U.S. banks. He also served as editor-in-chief of Banking Strategies magazine. He began his career in financial services in retail bank branch management and customer service call center management at Household International.

Mr. McAdam received a bachelor’s degree in economics from Augustana College in Rock Island, Illinois, and an MBA from DePaul University in Chicago.

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John Cabell is the Managing Director of Payments Intelligence at JD Power. He leads strategic thinking and study execution for U.S. and Canadian payment studies, including credit card, small business, and merchant satisfaction. His thought leadership has aided the transformation of credit card, debit, buy now pay later, and digital solutions.  

Before joining JD Power, Cabell has over 20 years of practice in customer experience in the banking, payments, and mortgage industries.

He holds a master's degree in business administration from William & Mary – Raymond A. Mason School of Business, a bachelor’s degree in Economics, and French from Virginia Military Institute. He earned a Certificat de Français Professionel from the Chambre de Commerce and d’Industrie de Paris and studied French Language and Economy from Institut d’Etudes Françaises d’Avignon.

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Dann Allen joined Financial Services Intelligence at JD Power in 2021 to work with U.S. banks using multiple industry benchmark studies, proprietary research, consulting and performance improvement programs to support clients focused on improving the customer experience.

He is a Customer Experience leader with a successful record in multiple organizations for creating and delivering strategies with tangible improvements that increase client advocacy, satisfaction, retention, revenue, and employee engagement.  Mr. Allen has more than 30 years of experience in banking, customer experience, and communications.

Prior to joining JD Power, he served as Client Experience Executive at MUFG Union Bank, N.A. leading the Customer Experience program for Retail, Small & Middle Market Banking, Commercial Banking, and Wealth clients.  Previously, he was Head of Consumer Customer Experience at Bank of the West.  In both organizations he led wide-scale customer experience transformation programs.  Mr. Allen was also Head of Experience Design and Member Outbound Communications for AAA leading cross-functional initiatives that improved multi-channel experiences.  Before AAA, he held executive positions in customer experience for telecommunications and consulting companies based in the United States and Western Europe.

Mr. Allen is fully certified by the Medallia Institute in Customer Experience Management.  He received a bachelor’s degree in Communications - Journalism from Shippensburg University.

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Jennifer White is Senior Director of Global Banking & Payments Intelligence at JD Power, where she influences the financial industry’s understanding of consumer behavior. She has over 25 years of experience in consumer insights and analytics. She leads prestigious studies including the Retail Banking Satisfaction Studies and the Financial Health & Advice Program, which drive critical insight that influence banking strategies across the U.S. and Canada. Her work has been featured in publications such as Forbes, The New York Times, and The Wall Street Journal. She is a respected thought leader and speaker. Her expertise helps financial institutions enhance customer satisfaction, loyalty, and trust through innovative, data-driven strategies.

Prior to joining JD Power in 2012, Jennifer was the Director of Analytics at Escalant, formerly Market Strategies.

Jennifer holds a Master's in Public Policy from the Ford School at the University of Michigan and a Bachelor of Arts in Economics and Political Science from Kalamazoo College.

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Bob Neuhaus joined Financial Services Intelligence at JD Power in 2017 to work with U.S. and Canadian banks and U.S. credit card issuers across multiple studies. He is responsible for syndicated and proprietary studies in the banking industry including the new Direct Banking Satisfaction Study, the Banking Mobile App Satisfaction Study, the Credit Card Mobile App Study and the Small Business Banking Satisfaction Study.

Mr. Neuhaus has more than 30 years of experience in banking, customer experience and marketing strategy. Prior to joining JD Power, he was Senior Managing Director at Acxiom Corporation. Previously, Mr. Neuhaus served as Global Finance Sector Head and Executive Vice President for TNS and as Principal of Greenwich Associates, where he leveraged large scale syndicated and proprietary research programs in retail, small business and middle market banking to help leading financial services companies with a broad range of strategic issues. Prior to his work in market research Mr. Neuhaus was a senior executive with M&T Bank and a Vice President with J.P. Morgan. 

Mr. Neuhaus earned a Bachelor of Arts degree in Public Policy magna cum laude from Duke and an MBA from New York University’s Stern School of Business.

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Keith Webster is President, Financial Services & Auto-Adjacent Solutions at JD Power. He joined the company in 2015.

Prior to joining JD Power, Mr. Webster was president and CEO of Sector Group, Inc., a management consulting firm serving the software and information industry.

Previously, Mr. Webster held a variety of positions in the financial software and information industry, including managing director at Interactive Data Corp., managing director at Dun & Bradstreet; managing director at Thomson Financial; vice president of strategy and business development at ADP Financial Information Services Corp., and director of product management at Data Broadcasting Corp.

Mr. Webster earned a bachelor’s degree in physics from The University of Chicago. He is alumnus of The Harvard Business School where he completed the Advanced Management Program.

As the Executive Director of the Global Insurance Intelligence Practice at JD Power, Craig Martin’s decades of experience in the financial services sector, customer experience, market research and data analytics provide him with a unique perspective that helps insurance organizations evolve with consumer expectations. With Martin’s extensive experience combined with years in behavioral finance and psychology, he is dedicated to driving positive change in the insurance industry by helping carriers better serve their clients and produce better business outcomes by incorporating consumer-driven data.

Since joining JD Power in 2012, Craig has created multiple syndicated studies while working closely with many leading financial services and insurance brands to create change and strong results. His current focus areas include life insurance, annuities, agent experiences and home insurance. Craig has been a featured contributor in numerous national news outlets such as Barron’s and Plan Adviser, where he provides a unique perspective on the intersection of customer experience, human behavior and how these factors impact business success. He is also a frequent speaker at industry events and conferences where he has covered a variety of topics including ways to optimize the balance of human and digital experiences to maximize client loyalty with finite resources.

Leveraging his experience in technology, market research and data analysis combined with real-world business experience he helps strategic partners drive positive change. By understanding business goals, end-user needs and relating those to the available data and technology resources, Craig bridges the gap between strategy and execution. His expertise has guided numerous improvement initiatives with organizations seeking to differentiate themselves and leverage technology effectively to deliver exceptional service.

Patrick Rosenberg is Senior Director, Automotive Finance at JD Power. He is responsible for leading and directing the practice in developing and presenting auto finance industry C-suite strategies based on Voice of the Customer and Voice of the Dealer data with insights into the current market and future trends.

Mr. Roosenberg joined JD Power in 2015, bringing with him nearly 20 years of experience from the auto finance world, as senior manager industry analytics. Prior to his time at JD Power, Patrick most recently worked for TD Auto Finance. There, he was manager of fair lending, and previously a national pricing and program development manager responsible for the P/L of a multi-billion-dollar auto finance portfolio. Mr. Roosenberg also previously worked at Chrysler Financial in operations and in the field, including customer service, collections, bankruptcy, marketing, and retail credit.  

Mr. Roosenberg received a bachelor’s degree in psychology from Oakland University.

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Amit Aggarwal is the Managing Director of JD Power’s Digital Solutions Group, which helps our clients benchmark and improve the digital products and experiences of their customers. Websites and mobile apps are our jam. We start with customer research, develop actionable insights/ recommendations, and deliver via consultative workshops with our clients.

We are research nerds, CX geeks, digital professionals, and advisors to C-Suite, senior management, digital teams/agencies, and research managers.

Amit is a recognized subject matter expert for digital user experience across a variety of industries, including automotive, financial services, utility, and telecommunications. He is well-versed in Internet trends, experienced working with digital teams, and a trusted client partner.

Amit has an MBA from UCLA and a BS in Computer Science and Symbolic Systems with a concentration in Human-Computer Interaction from Stanford University.

Denese Waiters is Director in the Customer Service Advisory practice at JD Power. Serving as a subject matter expert, Denese is responsible for delivering high impact customer experience solutions, cross industry benchmarking, and operational best practices.

Denese joined JD Power in 2022, bringing years of experience providing both strategic direction and tactical leadership in the contact center space. She has led several enterprise-wide, cross-functional projects to streamline processes and improve operational efficiencies and has a diverse background ranging from management consulting, strategy facilitation, business development, project management, and sales.

Prior to joining JD Power, Denese held several senior level roles with increasing responsibility for Carnival Cruise Line, ADP TotalSource, American Express and Arthur Andersen.

Denese has an MBA from the University of Virginia Darden School of Business and a B.S. in Marketing from Hampton University.

Rich Bongiorno is Managing Director, Customer Service Advisory at JD Power. He is responsible for the management of the company’s Customer Experience Management product, including the Voice of Experience (VoX) data and analytics technology platform, which is  JD Power’s solution for customer experience management. In this role, he sets the strategic direction and product development road map in this space for JD Power. Additionally, he supports business development efforts as a subject matter expert within the organization. 

Mr. Bongiorno joined JD Power in 1998. Prior to his role in Product Management, he led a global business transformation initiative for JD Power, which focused on improving the way the company designs, executes and delivers its syndicated and proprietary data and insights products to the market. This initiative involved global teams across the company organized into work streams.

Earlier at JD Power, Mr. Bongiorno held several roles of increasing responsibility across several syndicated and proprietary research engagements. He was responsible for the management and execution of some of the company’s most respected and watched syndicated studies across the automotive industry. 

On the proprietary side of the business, Mr. Bongiorno has been responsible for some of JD Power’s largest and most complex proprietary tracking engagements across several different industries. During his tenure in this role, his team was nominated for and received the American Honda Premiere Partner Award multiple times.

Mr. Bongiorno received an MBA from Pepperdine University. He holds a certificate in Pragmatic Product Management and a Lean Six Sigma green belt certification. 

Jon Sundberg is a Director in JD Power’s Digital Solutions practice. Jon manages a portfolio of digital research studies across a variety of industries, including automotive, insurance, utility, and financial services. With nearly 10 years of digital research experience, Jon is passionate about good digital experiences and keeping up with current digital trends. He spends much of his time translating study results into actionable insights for clients.

Along with his role at JD Power, Jon also teaches at local universities.

Jon earned a Master of Business degree in management and organizational behavior from California Lutheran University and a Doctorate in Organizational Leadership from Pepperdine University.