Tony Drummond is Vice President, Customer Experience at Manheim, the world’s leading provider of vehicle remarketing services.  His responsibilities include operationalizing the voice of the customer through experience design, delivery and measurement in a high-touch and increasingly digital B2B auction environment.  Prior to joining Manheim, Tony was Associate Partner, IBM Global Business Services, where he provided customer-centric business transformation advisory services to clients in the Media, Entertainment and Telecommunications industries.