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.

Advisory Board

Vice President, Customer Experience & Technical Operations, Geotab

Derek Carder

Customer Engagement Leadership Council Member

Favorite Quote: Good, better, best. Never let it rest. ‘Til your good is better and your better is best. – St. Jerome

Professional Summary: Executive technical operations leader with over 10 years of experience in the creation of organization infrastructure that drives efficiency, security, and impeccable customer experience for internal and external users. Talent for identifying weaknesses in current support and technology application suites and implementing sustainable solutions in the support of the organizational goals. Proven success in consolidation of application platforms to reduce program redundancies, improve customer performance, create resiliency and to eliminate single points of failures. Track record of working with a coalition of resources to implement a more data secure and redundant infrastructure across expanding multi-datacenter environments. Known for global team-building, IT solutions development, and leading world-class teams to the delivery of organizational key performance indicators.

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

Additional area expertise: Salesforce, Zendesk, JIRA, call center management, KCS certification.

Most recent customer contact/customer experience initiatives: Performance dashboard for new hires. Implementation of KCS across the organization.

Principal Analyst, Digital Transformation Customer Care, Frost & Sullivan

Michael DeSalles

Customer Engagement Leadership Council Member

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

Senior Director, Customer Engagement Solutions, Microsoft

Navjeet Gill

Customer Engagement Leadership Council Member

Bio is forthcoming…

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.

Principal Program Manager, Microsoft

Matt Hayes

Customer Engagement Leadership Council Member

An experienced senior executive with over 20 years of Technology experience. Experience includes P&L responsibility for 911 telecom products where I increased profitability by 50% while at the same time ensuring the successful call routing and delivery of 911 traffic throughout North America. Responsible for the migration of Microsoft’s call center technology transformation moving all call services to a cloud-based centralized solution.

Vice President, The Kroger Co.

Jamie Lancaster

Jamie Lancaster joined Kroger in 2008 as the Director of Application Services, handling software operational support for all application software including Logistics, Supply Chain, HR, Accounting, Payroll and Store Systems.

In 2011 Jamie accepted the position of Senior Director, Office of the CIO. In this capacity Jamie was responsible for managing all vendor relationships for Kroger Technology including onshore and offshore providers.

In early 2014 Jamie was offered the role of Vice President, Indirect Sourcing and Procurement. In this role Jamie moved out of Technology and began work for the Chief Financial Officer with responsibility for the sourcing and procurement of all goods and services that Kroger did not re-sell.

In 2016 he took over leadership of General & Administrative Expense Optimization, which resulted in over $200M of overhead savings and significant reinvestment in emerging retail technologies.

Jamie took over leadership of Kroger’s Contact Center of Excellence in 2018, which includes omni-channel customer service solutions including call centers and digital customer interaction.

Jamie currently serves on the board of Strategies to End Homelessness, a charity with the goal of eliminating homelessness in Hamilton County, Ohio. He also serves on the board of education for Covington Latin School, a college preparatory high school focusing on accelerated education. Lastly, Jamie also serves on the Technology Committee for the Board of GS1 US.

Jamie is married to his wife, Lori and has two children; Caitlin and Zach. He enjoys reading, watching classic movies and cooking. He also has taken to traveling to amusement parks across the country with his son riding roller coasters whenever possible.

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.

Director, Customer Care, Frontier Airlines Inc.

Trista Miller

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.

Vice President, Revenue Cycle, UPMC

Diane Zilko

Bio is forthcoming…

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