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.

Current 2018 Advisory Board

Derek Cardet

Derek Cardet

Vice President, Customer Experience and Technical Operations, Geotab

Bio is forthcoming.

Sue Cloutier

Sue Cloutier

Operations Manager, Mayo Clinic

Customer Engagement Leadership Council Member

Sue has over 25 years of experience in contact centers and continues to provide consulting to hospitals and performing laboratories around the world on how to set-up a successful call center. Sue has implemented several new service lines into her team’s call center. Her team has been named a Center of Excellence through Benchmark Portal for 6 years standing.

Full Bio
Nancy Fratzke

Nancy Fratzke

Vice President, Customer Care Centers, U.S. Cellular

Customer Engagement Leadership Council Member

As the Vice President of Customer Service at U.S. Cellular, Nancy ensures delivery of the best customer experience possible. Having served both customers and associates in various roles since joining U.S. Cellular in 1999, Nancy can effectively visualize the impact initiatives will have on both customers and the associates who serve them.

Full Bio
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
Claire Mead

Claire Mead

Assistant Vice President, Client Service Center, American National

Customer Engagement Leadership Council Member

As Assistance Vice President of Client Service Center at American National, Claire Mead is responsible for overseeing a team that assists clients on any of their P&C insurance business not related to a claim. In addition, the team partners with Multiple Line Agents at American National to provide assistance to

Full Bio
Eric Poe

Eric Poe

Managing Director, National Contact Center, TIAA

Customer Engagement Leadership Council Member

Eric Poe is Managing Director, Site Leader of TIAA’s National Contact Center in Charlotte, North Carolina. He serves as Branch Office Manager/Hub Manager for the Office of Supervisory Jurisdiction at the Betsill Facility in Charlotte. His responsibilities include oversight and supervision of approximately 350 registered representatives and managers servicing the firm’s more than 4 million retirement plan participants.

Full Bio
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
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. 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.

Full Bio
Ross Tudor

Ross Tudor

Director, Customer Engagement Center, Electrolux

Customer Engagement Leadership Council Member

Providing Consumer and Customer support for Electrolux and Frigidaire branded major applianes such as cooking, refrigeration and laundry products. Over 2.5 million contacts annually and 500+ employees. Other Elelectrolux experiences have included Business Planning, 5-Year Strategic Plan, Pricing and Sales Planning.

Full Bio