Advisory Board

16th Anniversary Customer Contact East Executive Mindxchange Advisory Board

We are currently confirming our Advisory Board. Check back soon!

An Event Shaped by a Community of Your Peers!

Frost & Sullivan extends its appreciation to the following Advisory Board Members for their expertise and valuable support in ensuring the agenda delivers relevant and valuable content.

Advisory Board From Our Previous Event

Director, Customer Care Operations, WalMart

Kelley Bond

Customer Engagement Leadership Council Member

Bio is forthcoming.

Director, Ace Care Center & Deployment, Ace Hardware Corp.

Klaus Buellesbach

Bio is forthcoming.

Help and Service Design Manager, Lyft

Sam Carrington

Bio is forthcoming.

Manager, Operations, Mayo Clinic

Sue Cloutier

Customer Engagement Leadership Council Member

Sue has over 25 years of experience in contact centers and continues to provide consulting to hospitals and performing laboratories around the world on how to set-up a successful call center.

Sue has implemented several new service lines into her team’s call center. Her team has been named a Center of Excellence through Benchmark Portal for 6 years standing. This has provided her team high visibility within the Mayo Clinic Foundation and I have been approached by several departments asking that we take over their service line. Currently I have taken on five additional service lines over the past 1.5 years, this is no easy task and I am extremely grateful for the team I work with. No one can do it alone!

Sue has the following certifications and continues to take classes to learn and grow in her career: Call Center Management – Benchmark Portal, Workforce Management Certificate – Benchmark Portal, Silver Mayo Quality Fellow, Contact Center Best Practices, Advanced Performance Management, Performance Management Basic, Bronze Mayo, Quality, Project Management, Quality System Essentials – QSE, Crucial Conversations, Leading Change, Purdue University – Center for Customer – Driven Quality, Banking and Finance; COMMITTEE MEMBERSHIP: Frost & Sullivan Executive Leadership Council Member, IMPT Committee, Appeals Committee, Quality Improvement Team, Safety Committee, MayoACCESS Oversight Committee, Marines Performance Management, Midwest Contact Center Association, MRS Sales and Operations NE Regional Team, MRS & CTS Operational Committee

Principal Analyst,Digital Transformation Customer Care, Frost & Sullivan

Michael DeSalles

Functional Expertise
• 12 years of research and analytical expertise in contact center and customer experience. Expertise in:

– Emerging trends, convergence, collapse and disruptive technologies in the contact center industry
– Insight into site management, supervision and agent development
– Outsourcer vendor selection for end users

Industry Expertise

• Experience covering broad range of sectors, leveraging long-standing working relationships with leading industry participants and Senior Executives:
– Customer care outsourcing
– Skills based routing
– BPO Near shore deployment
– Home based agents

What I bring to the Team

• Insight into end-user perspectives
• Over 25 years of contact center operational experience
• Sales and business development acumen
• Communications, editing and writing skills
• Often quoted and interviewed in local and international publications

Career Highlights
• Extensive experience in contact center supervision, training, competitive sales and network routing experience (Cisco ICM) with AT&T Business & Consumer Services
• Since joining Frost & Sullivan, DeSalles has completed several strategic consulting projects with industry leaders including Teleperformance, Sitel, Siemens, SAP, Alorica, Sutherland, Qualfon, Firstsource, Genesys, and Interactive Intelligence .
• DeSalles has also worked on numerous research reports, client videos,written several industry white papers and is a frequent speaker at domestic and international industry events

• B.A. in Economics from University of California at Santa Barbara

Managing Director, Administration & Customer Experience, State of Maryland

Greg Dewart

What inspires you? Life is awesome! Happiness abounds as I remain enthusiastic and focused on the task at hand; as I pay attention to the splendors that surround me; as I appreciate the many blessings that stem from my family and friends; and as I live my life as the servant God expects me to be. Let’s play ball!

Greg Derwart is a senior operations executive with over 25 years of professional experience in the private sector, government and nonprofit arenas.He serves as Managing Director for the Maryland Department of Commerce. In addition to heading up the Department’s Administration and Technology team, he is also taking a leadership role in corporate culture and customer experience, including Governor Hogan’s statewide customer service initiative.

The Maryland Department of Commerce stimulates private investment and creates jobs by attracting new businesses, encouraging the expansion and retention of existing companies, and providing financial assistance to Maryland companies. The Department promotes the State’s many economic advantages and markets local products and services at home and abroad to spur economic development and international investment, trade and tourism.

A native Marylander, Greg is active in the greater Baltimore business and nonprofit communities, serving on the boards of the Maryland Fellowship of Christian Athletes, the Al Cesky Scholarship Fund, and the University of Baltimore Foundation. Greg is also a member of the Customer Experience Professionals Association (CXPA), the Maryland Economic Development Association (MEDA), and the Chesapeake Human Resources Association (CHRA).

Greg is a graduate of the 2006 Greater Baltimore Committee (GBC) Leadership program, was a 2011 recipient of the Maryland Daily Record’s VIP List Successful by 40 Award, was named by the Chesapeake Human Resources Foundation (CHRF) as a 2011 Fellow, and was awarded the SmartCEO Executive Management Award in 2013. He earned a bachelor’s degree from the University of Maryland, College Park, and a master’s degree from the University of Baltimore.

Director, NAM Experience Centers, Schneider Electric

Jesse Hanz

Jesse is the Director of Experience Centers for Schneider Electric’s North American Secure Power Division including the award-winning Innovation Executive Briefing Center in St. Louis, MO.   He serves on the Advisory Board for the Association of Briefing Program Managers (ABPM) helping to champion the global development of briefing programs and professionals.

Since joining Schneider Electric in 1993, Jesse has held positions in sales, marketing and management.   He has more than 25 years of data center industry experience and holds a degree in industrial engineering from West Virginia University.  He resides in Pittsburgh with his wife and two children.

Managing Director, National Contact Center, TIAA

Eileen Lash

Customer Engagement Leadership Council Member

Favorite Quote: People may forget what you said or did but they will never forget how you made them feel.

Professional Summary: Eileen Lash serves as Managing Director, National Contact Center and NCC Institutional Support Center of Excellence in Dallas. She joined TIAA in January, 2016. In this role, she is responsible for a staff of nearly 300 consultants and managers in Dallas and 200 consultants in Denver delivering service and financial solutions for more than 5 million retirement plan participants. Eileen is also responsible for the team handling NCC Sales and Service RFP’s, NCC readiness for Institution transitions/onboarding and ongoing Institutional service maintenance. Eileen has more than 28 years of experience in large-scale financial services Contact Centers and back-office processing. Before joining TIAA, Eileen worked for JPMorgan Chase where she most recently led six large retail Banking Servicing Contact Center sites nationwide. She was responsible for delivering Best-In-Class Customer Service to three business lines: Retail Banking, Online Banking, and Small Business Banking. Additionally, she had served as interim Market Leader for 5,000 employees in two large Chase facilities in San Antonio, TX. She executed on business continuity, employee engagement and local market volunteer activities. Eileen holds an M.B.A. from Nova Southeastern University School of Business and Entrepreneurship and a B.A. in Psychology from the University of Illinois Champaign/Urbana. She is Series 7 and 24 licensed. Eileen currently lives in Flower Mound, TX with her husband and their two rescue dogs. She enjoys tennis, golf, reading and going to the movies.

Areas of expertise: Customer Contact Strategy & Operations, Customer Interaction and Customer Experience, Agent Engagement, Outsourcing,

Additional area expertise: Diversity and Inclusion, Multi-Lingual, offshoring, TCPA

Most recent customer contact/customer experience initiatives: Voice Bio, IVR redesign, live chat, co-browse, chatbot/ virtual assistant, starting to code bots for easy transactions.

Customer Experience Director, Replacements, Ltds


Customer Engagement Leadership Council Member

Raquel Macarthy is responsible for reinventing and leading the CX evolution at Replacements, Ltd., the world’s largest retailer of vintage and current tableware, silver and estate jewelry.With proven success driving high customer satisfaction, developing engaged customer facing teams and executing on voice of the customer, her extensive career includes corporate communications, training and quality and customer care leadership positions at JPMorgan Chase, United Healthcare, and TTEC. Raquel’s passion for both the employee and customer experience is instrumental in her life’s work. She currently lives with her family in Greensboro, N.C.

Director, Support Services & Customer Experience Lead, ABB US

William McGovern

Bio is forthcoming.

Vice President, Customer Success, Avanti

Derek Pawsey

Bio is forthcoming.

Vice President, Customer Service, Infinity Insurance Company

David Richardson

Customer Engagement Leadership Council Member

Bio is forthcoming.

Senior Vice President, Services Operations and Support, Erie Insurance

David S. Russo

Customer Engagement Leadership Council Member

Favorite Quote: Always be a first-rate version of yourself instead of a second-rate version of somebody else.

Professional Summary: David S. Russo, MBA, CPCU, CIC, CCL, ARe, API, AIM, AIS, ACS is the Senior Vice President of Services Operations and Support at Erie Insurance Group, a regional property/casualty and life insurer based in Erie, PA. Dave is responsible for setting the strategy, direction, planning, and execution of ERIE’s P&C Processing Organization, Center of Excellence, and Claims Quality and Compliance. Twenty-Nine years experience in P&C Insurance and Operations. Specialities: P&C Insurance, Operations Management, Business Process Re-engineering, Leadership, Communications, Business Strategy Development, Customer Service/Experience, Agency Relations and Leading Large Teams (Workforce of 500+).

Areas of expertise: Customer Contact Strategy & Operations, Customer Interaction and Customer Experience, Agent Engagement,

Additional area expertise: Property and Casualty Insurance Risk Management Operations Management

Most recent customer contact/customer experience initiatives: Erie’s Center of Excellence Operation Erie’s Engagement Program

Head of Contact Center Delivery, Aetna Health Plans

Steve Schneider

Customer Engagement Leadership Council Member

Steve is an Executive Director in Service Operations and has been with Aetna since 1986. He is currently responsible for the Business Transaction Services (BTS) organization, a shared services group supporting a diverse set of enterprise capabilities.

BTS supports over 2 billion constituent-facing and internal touchpoints annually. Prior to serving as the Head of BTS, Steve was the technology investment Portfolio Manager for National Customer Operations responsible for prioritizing and governance over $300m-$400m in annual IT investments.

Steve started his career in Aetna’s IT organization and spent 18 years in various roles including a software/application developer, project and program manager and eventually having responsibility for the development, delivery and operations for all of Aetna’s constituent facing web assets. He is hoping there isn’t any code that still has his name on it.

Steve has a Bachelor of Science in Management Information Systems from the University of Connecticut and is currently based out of Aetna’s home office in Hartford, CT.

Senior Vice President, Customer Experience, Cenveo

Andrew Turner

Bio is forthcoming.

Vice President, Customer Service, Acer America

James Vick

Customer Engagement Leadership Council Member

Bio is forthcoming.

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