Our Insightful & Visionary 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 from our Previous Event

Matt Beckwith

Matt Beckwith

Contact Center Director, Clark Pest Control

Bio is forthcoming.

Derek Carder

Derek Carder

Vice President, Customer Experience and Technical Operations, Geotab

Bio is forthcoming.

Robert Gofourth

Robert Gofourth

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

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.

Full Bio

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.

Mark Groveunder

Mark Groveunder

Vice President, Customer Service, Acer America

Customer Engagement Leadership Council Member

Mark Groveunder is Vice President of Customer Service for Acer’s Pan-American Region. This responsibility includes all contact centers, repair operations, logistics, as well as web and IT strategies to provide support to customers who purchase Acer Group branded products.

Full Bio
He also serves as a global executive leader on key digital service projects. Acer’s digital services initiative include Acer’s global online community, global websites, and global customer support knowledgebase. Prior to joining Acer Mark worked for Texas Instruments for 17 years in a variety of roles including Product Management, Field Systems Analyst, Application Engineer, Customer Service, and business unit leader. Mark has more than 35 years in the high tech industry in customer service operations, product management, P&L business unit management, contact centers and web strategies. He has a BBA in Finance and Computer Science as well as an MBA – both from the University of Mary Hardin-Baylor as well as a Doctor of Business Administration from Grand Canyon University.

Stephen Loynd

Stephen Loynd

Global Program Director, Digital Transformation Practice, Frost & Sullivan

Customer Engagement Leadership Council Member

Functional Expertise
• Twelve years of research and analytical as well as sales and marketing expertise in the contact center BPO market. Particular expertise in:
– Emerging trends and market dynamics in the BPO industry
– Go-to-market BPO strategies relative to specific vertical markets
– The competitive landscape of outsourcing vendors in the realm of customer contact

Full Bio

Industry Expertise
Experience base covering broad range of sectors, leveraging long-standing working relationships with leading industry participants’ Senior Executives
– Customer care/CRM/customer contact
– Business Process Outsourcing (BPO)
– Global sourcing (from the US, to offshore, nearshore and homeshore)

What I bring to the Team
Particular skills in writing, analysis and presentation
Insight from the perspective of the end-user
Experience and skills in sales and marketing
A global outlook
Career Highlights
Extensive expertise in the evolving customer contact landscape
Twelve years experience at several relevant organizations:
– Stream Global Services
– IDC
– Sakon, LLC
– MassTrade

Education
• M.A. from the Paul H. Nitze School of Advanced International Studies (SAIS) at Johns Hopkins University, Washington, D.C.
• B.A. from Colby College, Waterville, ME

Jason Markovich

Jason Markovich

Vice President and Manager, Operations, Commerce Bancshares, Inc.

Bio is forthcoming.

Gabriele Masili

Gabriele Masili

General Manager, Windows and Devices Group Support Business Unit, Microsoft

Gabriele Masili is a General Manager in Microsoft’s Customer Service & Support division, leading the Windows & Devices Support Business Unit with close to 10,000 support agents and engineers. He has end-to-end accountability for both the customer support experience and worldwide technical support delivery across Microsoft Windows, Xbox and Surface products and services.

Full Bio

Gabriele brings over 20 years of experience in customer service, technical support and e-commerce, along with a proven track record in designing and delivering world-class customer experiences around the globe. Prior to Microsoft, he built Amazon’s Customer Support organization for Italy, Spain and The Netherlands before moving to the U.S. to run Amazon’s Worldwide Customer Service and Technical Support business for devices and digital services, overseeing support for all of Amazon’s devices including Kindle e-readers, Amazon Echo, Amazon Dash, Fire tablets, and TVs, and digital devices, like Alexa, Amazon Video, and Prime Music.
Throughout his career, Gabriele has been an innovator and change agent, focusing on continuously improving customer satisfaction and digitally transforming the customer experience. He has a deep understanding of AI, voice, mobile and web technologies and experience leading global B2B and B2C support and engineering teams across a variety of verticals. He is a passionate technology leader and has designed and built customer-facing products serving millions of customers in more than 200 countries. Gabriele has also grown and managed customer service and technical support organizations with large-scale, globally distributed teams of thousands, across 40 geographies and 20 languages.

Gabriele grew up in Cagliari, the capital of the beautiful island of Sardinia, Italy. He considers himself a global citizen, having lived in London, Rome, Budapest, Berlin, Szczecin, Milan, Cairo, Luxembourg and, since 2015, Seattle. He also speaks three languages and understands three more.

Neena Master

Neena Master

Director, Customer Contact Center, Sempra Utilities

Bio is forthcoming.

Bruce Pullens

Bruce Pullens

Director, Customer Service, Lane Bryant

Bio is forthcoming.

Tara Reichley

Tara Reichley

Senior Manager, Customer Relationship Center, Ubisoft

Customer Engagement Leadership Council Member

Tara has served in an operational and/or Human Resources Management capacity for 27 years. Fun fact about this is that it was with ONLY two employers AND they are on opposite ends of the spectrum – Private Label Credit Card Services and Video Game Customer Support. I’ll let everyone wonder which one is the most stimulating!

Full Bio
My experience has given me the good fortune of understanding multiple facets of supporting a contact center. Even better is that my current role has offered me the latitude to really make strategic and functional decisions to better impact both the player experience and the employee experience. Being both supported and encouraged by my employer is beyond amazing- this is only the beginning!

On a personal note, I have three teens at home. Although I love my job and Ubisoft, growing and guiding the kids is what matters most to me.

Corey Robinson

Corey Robinson

Service Operations Executive, Pharmacy Customer Advocacy, Cigna

Bio is forthcoming.

Kim Schisel

Kim Schisel

Customer Service Director, Schreiber Foods Inc.

Bio is forthcoming.

Steve Schneider

Steve Schneider

Head of Contact Center Delivery/Member Enrollment and Communication Solutions, Aetna Health Plans

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.

Full Bio

The group has business operational responsibilities for all post-enrollment transactional print, including Id Cards, provider real-time Electronic Data Interchanges , Provider Portal and electronic claim intake, IVR, Member Web, Inbound/Outbound Email, mobile messaging, and the Contact Center CRM desktop solutions. The group is also responsible for Aetna’s contract drafting functions, Summary of Benefit/Coverage production, Member and Provider payments, Explanation of Benefits Statements and the company’s paper suppression strategies. In addition, the group has responsibility for the Member and Plan Books of Record as well as over a dozen high volume business developed applications hosted externally. The organization plays a leadership role in various CAQH and WEDI work groups.

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.

Anita Swamy

Anita Swamy

Vice President, Retail Customer Experience, Manulife

Bio is forthcoming.

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