Advisory Board

16th Anniversary Customer Contact East Executive Mindxchange Advisory Board

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.

Assistant Director of Customer Experience, A2Dominion Group

Ellie Broughton

Customer Engagement Leadership Council Member

Ellie has 35 years’ experience in public, voluntary and commercial sectors and in a range of operational and strategic roles. Customer and stakeholder engagement has been a running theme throughout this time.

She has been working in Customer Experience for three years, helping A2Domion Housing Group develop its Customer Experience strategy, planning and insights in liaison with A2Dominion’s independent Customer Advisory Panel. Current projects include the use of customer and business insights to target A2D’s most complex – and highest cost – residents and premises, as well as new policy and practice for supporting Vulnerable and Struggling customers.

Vice President, Operational Strategy and Performance, Blue Cross Blue Shield of North Carolina

Robert Gofourth

Customer Engagement Leadership Council Member

Robert has more than 20 years of operations and risk management experience across a variety of industries including insurance, mortgage banking, government enterprise, and outsourcing.

In 2014, Robert accepted the position of Vice President of Operational Strategy and Performance at BlueCross BlueShield of North Carolina, Robert is responsible for the overall Quality, Compliance, Analytics, Process, and Informatics programs.

Robert has been a certified Six Sigma Master Black Belt since 1999. After earning his M.B.A., he applied a combination of process improvement and operational knowledge to drive quality, reduce cost and improve efficiency to the benefit of several companies. Prior to joining BCBSNC, he was with Citizens Property Insurance Corporation, a government entity acting as the insurer of last resort for the State of Florida. Robert first held the position of Vice President of Operations, improving performance levels which could compete with private enterprise. His final position at Citizens was Vice President of Enterprise Risk Management. As the corporate officer in charge of risk, he utilized his knowledge of process improvement and operations to develop and deploy the company’s risk program which ultimately helped the company in achieving its mission and strategic goals.

Head of Worldwide Medical Customer Engagement, Bristol-Myers Squibb

Christopher Keenan

Customer Engagement Leadership Council Member

Bio is forthcoming.

Senior Director, Customer Care, Bristol-Myers Squibb

Cathy Marino

Customer Engagement Leadership Council Member

Favorite Quote: “Let us always meet each other with smile, for the smile is the beginning of love.”-Mother Theresa

Professional Summary: My professional career began with working for the family business. My father was an entrepreneur owning 3 companies that together supported a retail grocery and petroleum business. I worked in the business as soon as I was old enough to obtain a worker permit. I worked in various positions through high school & college and into early adulthood. I credit my father and mother for the work ethic I developed and understanding of the importance of the customer and treating the customer with the utmost respect and appreciation. I left the family business when I moved to another state and assumed the position of Consumer Relations Representative for the ARM & HAMMER Division of Church & Dwight Company. I advanced to Supervisor and then to Manager of the Department. I spent 14 years at Church and Dwight. I left to assume the position of Account Director at Telerx Marketing, Inc. (a customer service outsourcing company owned by Merck & Company). I worked with client programs in various industries including consumer products, durables, toys, and pharmaceuticals. I spent 15 years working at Telerx in client services and call center operations capacity and rose to Vice President, Client Services. I left Telerx to assume the position of Americas Customer Service Leader – Medical Diagnostics for GE Healthcare (a division of General Electric). At GE Healthcare I was the Customer Service Leader for North and South America and managed customer service centers in the United States, Canada and Brazil. I spent 2 years at GE Healthcare. I left to assume the position of Director, Customer Care for Celgene Corporation (a global biopharmaceutical company) and am currently working at Celgene completing my 7th year. Celgene develops and markets therapies that treat cancer and immune-inflammatory related diseases. Currently, I am the Sr. Director of Customer Care at Celgene responsible for a U.S. based contact center supporting a risk management program for three of our drugs.

Areas of Expertise: Customer Contact Strategy & Operations, Customer Interaction and Customer Experience, Customer Contact Technology, Agent Engagement, and Outsourcing.

Additional Areas of Expertise: Process & Continuous Improvement initiatives, Budget management, long range forecasting, Data and Trend analysis, SOP and WP development

Recent Initiatives: Implementing a career ladder strategy providing advancement opportunity within Customer Care at the rep level. Implementing effortless experience survey over the last 3 years.

Assistant Vice President, Contact Center Operations, Safelite Group

Lauren Meyer

Customer Engagement Leadership Council Member

Bio is forthcoming.

Service Director, ADP Canada

Ahmed Rangila

Customer Engagement Leadership Council Member

Bio is forthcoming.

Global Project Management, Hewlett-Packard

Kevin Rensink

Customer Engagement Leadership Council Member

Bio is forthcoming.

Global Vice President, Digital Transformation, Frost & Sullivan

Alpa Shah

Customer Engagement Leadership Council Member

What inspires you? Unlocking the Possibilities of a Happy Future for ALL!

This May marked my 23rd year with Frost & Sullivan. Being part of a fast-growing company, a dynamic industry, an entrepreneurial culture, and a fun environment is invigorating and worth every moment.

My professional and volunteer experience includes business and strategy planning, product and vertical market analysis, growth consulting, event planning and execution, sales and marketing, web design, and most importantly, creating and inspiring teams to be best in class. Consulting projects have ranged from strategy development to white papers to end user analyses.
My current focus is to develop content that guides visionary CXOs and IT leaders through the next era of digital transformation with the help of IT experts and vertical industry analysts as well as extensive IT end user surveys.

Prior to joining Frost and Sullivan, I worked for Smith Barney for 5 years in its accounting division handling incentive compensation plans. Thereafter, I worked as an account executive at Edward Jones for approximately one year. In these positions, I learned much about the operations of a financial company, financial instruments, and sales techniques.

In my personal and professional life, I have served as the VP of Communications on the boards of PAMP (Parent’s club of 2,000 plus members) and the PTA, as well as within Frost & Sullivan’s GLOW (Growth & Leadership of Women) team.

Country Head and GM, ADP Philippines

Amar Sidhu

Customer Engagement Leadership Council Member

Bio is forthcoming.

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