Webinar Presenters

Matt Gillin Matt Gillin
Co-Founder and CEO
Relay Network

Matt Gillin is the CEO and co-founder of Relay Network, the only provider of a dedicated CX channel designed to maximize customer engagement, education, and profitability. Matt has been an active entrepreneur and pioneer for over 20 years. Prior to founding Relay, Matt was the CEO and co-founder of Ecount, an electronic payments company that was acquired by Citi in 2007. The business, renamed Citi® Prepaid Services, grew to become the world’s first truly global prepaid solution provider, issuing more than $4B in payments annually for 2,000 corporate clients in 20 countries. Matt holds three patents in the US patent office for his inventions. He is a multiple award-winning executive including being named PACT’s IT Innovator of Excellence, Ernst & Young Entrepreneur of the Year, and Eastern Technology Council’s CEO of the Year. Matt speaks often on how to build successful businesses and the future of customer experience. Matt holds a B.A. from Denison University.

Lindsey Knight Lindsey Knight
Director, Marketing Strategy, CRM and Member Engagement
Highmark Health

Lindsey Knight currently serves as the Director, Strategic Marketing CRM & Member Engagement for Highmark Health, a nearly $18 billion national health and wellness organization that employs over 35,000 employees and services more than 50 million Americans in all 50 states and the District of Columbia across its diverse portfolio of healthcare-related businesses. In her current role, Lindsey is overseeing the development of the CRM (customer relationship management) technology and practice at Highmark. She is leveraging her extensive experience in customer loyalty and CRM to transform data-driven member and patient journeys. She drives engagement efforts to improve care utilization, preventive health, satisfaction and loyalty for Highmark and AHN. She has great passion around putting her members/patients first and is proud to be part of an organization who places so much value on the member experience. Lindsey has over 15 years of experience developing loyalty and CRM programs with her extensive casino, retail and consulting background. She attended Kent State University, where she earned a Bachelor of Arts degree in Business Administration.

Erin O’Connell Erin O’Connell
Manager, Direct Marketing
Blue Cross and Blue Shield of Minnesota

Erin O’Connell has spent the last 20 years primarily focused on customer experience and engagement. She has worked in several different roles at Best Buy for the first 15 years of her career, managing loyalty operations, multi-channel operations (including dot com white-label and customer care for connected products) and post-purchase email journeys. Retail experience translated nicely to health care in building 1:1 communication strategies at Blue Cross and Blue Shield of Minnesota. Using email and Relay’s CX Channel, Erin has worked on communications that help drive plan understanding and utilization across lines of business, creating stronger relationships/retention and increasing net promoter score (NPS).

Erin Thurston Erin Thurston
Marketing Director
Independence Blue Cross

Erin Thurston is the Member Marketing Direction at Independence Blue Cross (Independence). She is accountable for under 65 prospect and member marketing strategies and execution, Her team leverages a multi-channel engagement approach, including direct mail, email, text/ SMS, and community marketing. Erin is entering her tenth year at Independence, fourth year in her current role with previous experience in product development and customer relationship management. Prior to joining Independence, Erin spent time at the American Cancer Society and American Heart Association. Erin is a graduate of California University of Pennsylvania with a Bachelor’s and Master’s in Business Administration.