Shelli A. Ryan, APR, Fellow PRSA
Founder and Principal, The CX Blockchain Institute
Shelli Ryan founded The CX Blockchain Institute to provide BPOs and the entire CX industry access to an innovative, leading edge to revolutionize customer service delivery through blockchain. She is hired by mid-market and emerging BPOs and CX technology companies to lead multidiscipline teams in the Americas, Europe, and Asia-Pacific, providing critical growth strategies and services. With a successful 31 year track record as a strong entrepreneur and recognized leader in today’s international business environment, she is known for her ability to refine, focus and retool strategic initiatives, aimed at growth, sustainability and empowerment. Ryan offers a rare blend of street credibility with her technology sector expertise, broad vertical industry insight and international business experience.
At the Institute, Shelli is responsible for delivering communications audits and advisory services to strategically position Institute members as industry reformers. Ryan leads the team to build centers of excellence, industry awareness programs, training academies and certification processes.
In 1996 Shelli Ryan founded Ad Hoc Communication Resources, an on-demand marketing staffing and services firm serving the technology sector, overseeing all aspects of the firm’s global expansion and operations with leadership over a network of 200 global consultants.
Prior to founding Ad Hoc, Shelli managed hundreds of go-to market product and service launches of electronic banking software in 69 countries. Ryan led publicity efforts to launch the first shared Automated Teller Machine (ATM) network for the Dalian Credit Card Network of China, the first U.S. First Union VISA Cash stored-value smart card deployment and various home banking software initiatives for Canadian Imperial Bank of Commerce (CIBC) and Checkfree Corporation.
Shelli was one of 100 women-owned businesswomen honored to participate in the Tuck School of Business at Dartmouth, TUCK-WBENC Executive Education Program sponsored by IBM. Moreover, Ryan was nominated and selected by the Air Force Commander of the 55th Wing at Offutt Air Force Base to join 200 community leaders from across the United States to attend the Air War College National Security Forum at Maxwell Air Force Base, Alabama. In 2009, Shelli was one of the youngest executives in her field to be inducted into the College of Fellows of the Public Relations Society of America (PRSA).
Shelli earned her Master of Public Administration from the University of Oklahoma, Norman, Oklahoma. She also earned a Bachelor of Science with Professional Honors in Human Resource Management and an Associate of Applied Science Degree in Information Technology.
Principal, The CX Blockchain Institute
Mark is a principal of the CX Blockchain Institute and is responsible for research, market intelligence, thought leadership and compliance for blockchain in contact centers and the CX industry. Mark has over 25 years experience in the CX, BPO and broader global business services (GBS) sectors having founded Knowledge Executive a global market intelligence, research and media firm in 1993. Mark has overseen the publication of magazines such as PC World Southern Africa, Knowledge Executive Business Process Outsourcing (BPO) Journal, Microsoft Africa Magazine and the IBM Africa Magazine. The company has also published commissioned research reports on behalf of the BPESA, Deloitte, Genesys, IBM, International Data Corporation (IDC), Innovation Group, Servest and WNS Global Services.
Mark has also directed the creation and production of various syndicated qualitative surveys and quantitative reports including the 2019 US BPO Marketplace Report, 2017-2018 Finance & Accounting Outsourcing Market Intelligence Survey, 2018-2019 Human Resource Outsourcing & Employee Experience Market Intelligence Survey and 2018-2019 Global Customer Experience Vertical Market Survey: Banking, Insurance, Retail, Telecoms.
Mark has presented as a strategist, editor, researcher and futurist at many global conferences and events including for organisations such as the IDC, The Luxury Marketing Council, Marketing Mix, Customer Experience World, The Chartered Institute of Customer Management and IBM.
In addition to his background in research and media, Mark has extensive experience and qualifications in journalism, digital and content marketing and mass media communications. He is a published author of a children’s book, with a fictional series currently under review.