Advisory Board

17th Annual Customer Contact West 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.

Todd Almond

Todd Allmond

Director, CX Center of Excellence
Microsoft

Natalie Beckerman

Natalie Beckerman

The Customer Operations Group
formerly
Executive Vice President
Chief Operating Officer
Fidelity National Home Warranty

Mike Bowman Headshot

Mike Bowman

Director of Servicing Operations
ECSI

Mike is responsible for all of the customer facing and back office operations at ECSI. Mike has been working in leadership positions within operations, customer service, and contact centers for over 20 years. He joined ECSI in August 2016 and has focused on designing positive customer experiences by providing both the highest level of traditional customer service, as well as, the most current, best in class digital service technology.

Nate Brown

Nate Brown

Chief Experience Officer
Officium Labs

Member, Customer Engagement Leadership Council

Nate Brown is a perpetual student of the world’s greatest experiences and the people who create them. Having spent the first decade of this career managing a complex technical support environment for Occupational Health and eLearning software, Nate transitioned to Customer Experience 2015. He was dubbed the “CX Influencer of the Year” by CloudCherry in 2019, as well as being named a top CX thought leader by TruRating, Qminder, ProcedureFlow, LifeHelpNow, ICMI, and Exceeders. As a passion project, Nate recently created CX Accelerator, a first-class virtual community for Customer Experience professionals. Nate currently serves as the Chief Experience Officer for Officium Labs and can be found at a variety of conferences speaking and training on the CX topics he loves.

Steve Florence

Steve Florence

Assistant Vice President, Customer Care Center
State Farm

Member, Customer Engagement Leadership Council

Robert Gofourth

Robert Gofourth

Formerly Vice President of Operational Strategy & Performance
BlueCross BlueShield of North Carolina

Member, Customer Engagement Leadership Council

Male user

Kim Hall

Director, Collections
Citi

bassem-photo

Bassem Hanna

Associate Director of National Contact Centers
Janssen, a Johnson & Johnson company

Bassem moved from being an agent on the phones to a customer champion change agent. Bassem has over 15+ years of experience in contact centers. He has managed contact centers in both in-house, outsourcing, on-shore, and off-shore. Bassem is an ex-PayPal, Discover, Teletech and Chase Alumni. He is currently the Associate Director of National Contact Centers for Janssen a Johnson and Johnson company where he is responsible for 6 outsourced contact centers with 1500 agents total.

Jim Lemere

Jim LeMere

Vice President, Servicing Capabilities & Enablement
Northwestern Mutual

Member, Customer Engagement Leadership Council

Ken Gregory

Ken Gregory

Vice President, Order to Cash
Pearson

Ken is the Vice President of Customer Service and Digital Operations at Pearson, the world’s largest education company. Ken consistently evangelizes the need to make Customer Service a way of working vs. a function (connected to business strategy); he builds teams by focusing on first who, then what; and he does his best to manage by looking down, not up. Ken has spent most of his career transforming Operations and Channels. Outside of work, he is a husband to 1, parent to 2, a recreational athlete, and a music and beer enthusiast.

Mike Lavigne

Mike Lavigne

Director, Head of Experience Strategy & Design
Nissan Motor Corporation

Mike leads a London and Tokyo-based team of strategists, researchers and designers to deliver the best digital experience for Nissan Shoppers and owners in 60+ countries worldwide. Driving a rapidly evolving automotive industry, his focus is on digital car sales, demystification of electric vehicles, and designing a distinctive Nissan experience: one where every detail of the digital experience reflects Nissan’s unique DNA.

Alpa Shah

Alpa Shah

Global Vice President, Digital Transformation
Frost & Sullivan

Member, Customer Engagement Leadership Council

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