Advisory Board

The CMSWire Advisory Board is composed of industry leaders and practitioners in the fields of digital experience, customer experience and digital marketing.

Mission Statement

The Advisory Board's mission is to support CMSWire's commitment to quality content and a vibrant community of business professionals.

Vision Statement

Gain a better understanding of the trends, drivers and priorities shaping our readers’ businesses so we can improve how we report, write and present news for CMSWire.

Introducing Our Advisory Board

The following thought leaders comprise our eighth board, which began in the first quarter of 2025. The board provides input, advice and feedback to the CMSWire editorial team on current trends and topics related to digital customer experience, marketing technologies, and strategy. 

Previous CMSWire Advisory Boards:

• First board (September 2015 – December 2016)
• Second board (April 2017 – June 2018)
• Third board (Late 2018 – 2019)
• Fourth board (2020 – June 2021)
• Fifth board (2021 – 2022)
• Sixth board (2023)
• Seventh board (2024)

Jeannie Walters

Jeannie Walters is an award-winning customer experience expert, international keynote speaker, and founder of Experience Investigators, a firm that’s pioneered helping companies increase sales and customer retention through elevated customer experiences.

Trailblazing the movement from “Reactive Customer Service” to “Proactive Customer Experience,” Jeannie is considered the leading authority for improving both employee and customer relationships. A Certified Customer Experience Professional and charter member of the Customer Experience Professionals Association, Jeannie’s worked with numerous Fortune 500 companies including Orangetheory Fitness, SAP, Comcast, and JPMorgan Chase.

As a Professional Member of the National Speakers Association, Jeannie has spoken to tens of thousands of people across three continents on the power of proactivity to increase brand loyalty.

A sought-after business coach and educator, Jeannie’s partnered with MarketingProfs as a Masterclass Instructor and has had over 500,000 people go through her courses on LinkedIn Learning. She launched CXI Flight School™ in 2023 to connect overwhelmed leaders with guided support and education.

Passionate about demystifying the process for improving customer experience, Jeannie has published thousands of articles, and her insights have been featured in Forbes, The Chicago Tribune, Wall Street Journal, and many more.

Marbue Brown

Marbue Brown is author of the book Blueprint for Customer Obsession and founder of The Customer Obsession Advantage, a firm dedicated to helping companies achieve extraordinary business results through Customer Obsession. He is an accomplished customer experience (CX) executive with a track record of thought leadership and signature business results at some of the most iconic companies on the planet, including JP Morgan Chase, Amazon.com, Microsoft Corporation, and Cisco Systems.

At JP Morgan Chase, he guided the Chase Consumer Bank to record performance in the JD Power Retail Banking Study, NPS and branch satisfaction. At Amazon, he transformed the Customer Experience Andon Cord from a primarily manually triggered to system to a primarily automated system triggered by machine learning and statistical models. At Microsoft, Marbue devised and codified the Net Satisfaction (NSAT) Improvement Approach, which was widely used by business units to dramatically improve CX.

His book was featured in the Forbes article The Top Ten Business Books for 2022 by Shep Hyken. His thought leadership has been highlighted by premier media outlets including Fox Business, CNN Business, Yahoo! Finance, The Baltimore Sun, SHRM, and QSR Magazine.

Marbue has been a featured guest on syndicated radio programs such as The Wharton Business Daily, This Morning with Gordon Deal, America in the Morning, and platforms including SiriusXM, iHeart Radio and KCBS. He’s also appeared on CX podcasts like Amazing Business Radio, Be Customer Led, and Press 1 for Nick.

Phil Burrows

Phil is senior director, Digital Sales & Experience, Mobile Verizon Consumer Group. Phil is a dynamic, results-driven executive with 12+ years of experience leading high-impact organizations across digital, sales, marketing and customer experience. In his current role as Senior Director and Head of Digital Sales & Experience for Verizon’s consumer mobility business, he oversees the channel responsible for $25B in annualized revenue as well as the end-to-end digital ecosystem with a focus on driving profitable growth & customer loyalty.

Previously, as Senior Director & Head of Digital Sales & Marketing for Verizon's consumer broadband business, Phil led transformative initiatives that drove double-digit revenue increases for the fixed wireless (FWA) & consumer fiber businesses (Fios) while pioneering agile, real-time marketing models that enhanced engagement with Verizon’s 120+ million customers.

With a proven track record of delivering multi-billion-dollar results, Phil excels in scaling high-performing teams, driving innovation and operational excellence. He holds an MBA from Centenary University, an Executive Leadership certificate from Cornell University, and a BA in Communications from Seton Hall University. Outside of work, he enjoys playing ice hockey & resides in New Jersey with his wife and 2 year old son.

Marietta Silva Allison

Marietta Silva Allison is a fractional customer experience principal and founder of Sterling Hearted Consulting, specializing in CX and EX design and solutions. She has served as a principal CX leader at Intuit, CoreLogic and Realtor.com, and played a pivotal role at startups that redefined the fintech lending space in the U.S.

Under her leadership, customer support teams have achieved significant gains in First Contact Resolution (FCR), Customer Satisfaction (CSAT), and Net Promoter Score (NPS). She advocates for both the customer’s and employee’s voices across organizations, collaborating closely with product and engineering to resolve recurring issues proactively.

A TEDx organizer, non-profit founder and speaker on all things CX, Marietta is based in Austin, Texas, where she lives with her husband Forrest and their pint-sized pug.

Rogelio Villanueva

Rogelio Villanueva, director of Global Web Marketing, Shure Incorporated, is an accomplished digital marketing strategist with a career spanning the technology, education, and manufacturing sectors. Since 2021, he has served as Director of Global Web Marketing at Shure Incorporated, where he leads digital initiatives that connect global audiences with audio innovation.

Prior to Shure, Rogelio was Director of Web Strategy at Northwestern University’s Kellogg School of Management and previously led digital marketing strategy at Littelfuse. Earlier in his career, he held leadership roles at Professional Diversity Network, Quepasa Corporation, and CyberMark International.

He began his career in IT and systems programming before transitioning into marketing, bringing a technical rigor to his digital strategy work. Rogelio holds a Bachelor of Science in Computer Engineering from the University of Arizona and a Master of Science in Information Technology Management from Arizona State University’s W.P. Carey School of Business.

He holds certifications including SAFe® 5 Practitioner, Six Sigma Yellow Belt, ScrumMaster®, and Google Analytics, and has completed advanced marketing programs at Northwestern University – Kellogg School of Management. His passion for customer connection and cross-disciplinary collaboration drives measurable results across the organizations he supports.