15th Anniversary 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.
Current Advisory Board
Vice President, Customer Service, ezCater
Ed brings more than 20 years of experience building, implementing and managing comprehensive customer service and business process improvement programs and teams. Ed has an award winning record of simultaneously boosting customer satisfaction and company profitability by building and directing great teams and equipping them with top-notch technology.
Contact Center Director, Clark Pest Control
Matt Beckwith is proud to be a Contact Center Geek. Since putting on the headset for the first time as a directory assistance operator nearly 25 years ago, he has spent his career leading customer service and sales call centers in many different industries.
Head of Customer Experience, UL
Nate is the Co-founder of CX Accelerator. While Customer Service is his primary expertise, Nate is able to leverage experience in professional services, marketing, and sales to connect dots and solve the big problems. From authoring and leading a Customer Experience program, to journey mapping, to managing a complex contact center, Nate is always learning new things and sharing with the CX community.
Manager, Operations, Mayo Clinic
I have over 25 years of experience in contact centers and I continue to provide consulting to hospitals and performing laboratories around the world on how to set-up a successful call center.
Assistant Vice President, Support Services, Nationwide Financial
Claudia Comtois is Associate Vice President of Support Services in Internal Sales and Service at Nationwide Financial. She started her career at Nationwide Financial in 1996 in an entry level position in the Licensing and Commissions Department. Claudia entered management in 1998 and from there she progressed through various roles of increasing responsibility until reaching her current position.
Vice President, Operational Strategy and Performance, Blue Cross Blue Shield of North Carolina
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.
Leader, Customer Experience Analytics , Vanguard
Bio is forthcoming.
Principal Program Manager, Microsoft
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.
Director of Call Center/Customer Care Operations, Allegiant Air Inc.
Bio is forthcoming.
Vice President, Kaiser Permanente
Bio is forthcoming.
Managing Director, National Contact Center, TIAA
Favorite Quote: People may forget what you said or did but they will never forget how you made them feel.
Global Program Director, Digital Transformation Practice, Frost & Sullivan
• 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
Vice President of Operations, Elevate
April Sealy is a contact center expert and 11-year veteran at Elevate. Elevate is committed to providing solutions for non-prime customers today, and helping them on their way to a better financial future – “Good Today, Better Tomorrow.” As the Vice President of Operations, April is responsible for delivering a great customer experience through contact center customer support and operational readiness.
Executive Director, Service Operations, Aetna Health Plans
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.