The Customer Management IQ advisory board consists of key thinkers and thought leaders in the Customer Management space.
These seasoned industry experts guide the topics on the Customer Management IQ site
in addition to frequently contributing content and media. These industry leaders were selected due to the
caliber of their work within their respective areas of expertise.
About our Advisors
In a world of send, reply and you've got mail, Jo'Ann Alderson is one of the few specialists in communicating in a faceless and a face-to-face world. Through her innovative work and hands-on approach her client have measurably exceeded their sales targets, attained the highest levels of customer satisfaction in their industry and reduced costs. On the Board of Governors and Patient Care Quality Committee of Mt. Sinai Hospital Alderson's professional career is enhanced with a Performers Certification from Trinity College, University of Toronto; studies with Second City; Certification in Leadership and Sales Effectiveness from Management Resource Group, Boston and The McQuaig Institute in Toronto. She is also a Professional Member of the Canadian Speakers' Association.
Babbitt's background in continual improvement, Lean and Six Sigma with banks (Tier 1 to Tier 3), healthcare, government (federal and state) and many other industries has kept him looking for effective new methodologies for service. His encounter in 2005 with Vanguard started as an intellectual exchange and culminated in his partnership with them. He describes the partnership as "a better method to improvement and sustainability for service organizations through better thinking and not tools."
Babbitt writes a blog called, The No Tool Zone (blog.newsystemsthinking.com), he maintains a website
(www.newsystemsthinking.com) and is in the process of writing a book aimed at changing thinking for service organizations. He holds an MBA (University of Evansville and a BA from Hanover College). Babbitt can be reached at email@example.com.
Brian Cantor is a customer experience and marketing analyst who currently serves as the managing editor and community director of IQPC’s Customer Management IQ, an online advisory portal and publication for professionals in the space.
Brian’s customer management commentaries, which draw inspiration from empirical research and real-world anecdotes rather than antiquated management textbooks, have been called “must-read” resources for call center managers, customer experience leaders, retailers and social media specialists and have been cited by prominent publications like Forbes. He has also been invited to contribute for leading industry outlets like Social Media Today and Biznology.
Drawing on his events production background with IQPC, Brian also created and produced the successful “Social Media for Customer Management” and “Call Center Success” online event series.
Through the eNewsZone Media Network, an online media company he founded while a freshman in high school, Brian additionally analyzes “backstage” news in entertainment and sports. His celebrity interviews and industry assessments have been featured by leading outlets like Yahoo!, Perez Hilton, Deadspin and Movieline.
Brian graduated from Harvard University in 2009 as an honors joint concentrator in Sociology and Economics. He focused on Government as a secondary concentration.
Always game for discussion about customer management, entertainment and sports, Brian is also thrilled to answer questions on fitness and nutrition. Feel free to contact Brian at firstname.lastname@example.org visit his publication’s homepage at http://www.customermanagementiq.com
John Cushman is a 25-year veteran in the information technology field. His background includes extensive sales, marketing and operations experiences that span a number of major defining points in the industry, including the Bell System divestiture, 800 Number Portability, the expansion to new toll-free area codes such as 888, 877 and 866, Payphone Compensation legislation, the AT&T trivestiture, and the explosive use of the World Wide Web for everyday business and information needs. For the past several years, Cushman has been leading the creation of a comprehensive vision, an execution strategy, and the day-to-day field operations for electronic sales and service, a channel that has grown to represent more than $1.5B in annual revenue and over $350M in productivity savings. As Vice President of eSales & Service, he is responsible for all aspects of B2B eCommerce for AT&T.
Measuring marketing performance is Edwin’s passion and, luckily for him, a big part of his day job at Intel with the Marketing Excellence and Operations Team (EXO part of Corporate Marketing Group).
Today, Edwin is responsible for CMG’s Top-Tier Indicators – measuring progress to Intel’s worldwide marketing goals – and managing a ground-breaking MROI project to quantify and optimize Marketing’s contribution to Intel business success.
Since 2007, Edwin has focused his efforts on marketing metrics – first, to establish marketing performance measurement at Intel, then to help elevate Intel Marketing from “analytically impaired” to an “analytical group.”
Edwin started at Intel in 2001 as a Market Research Analyst and moved to Marketing Operations a few years thereafter.
Edwin holds a Bachelor of Science in Business Economics (Marketing Research/Economic Psychology; Tilburg University, The Netherlands) and an MBA in International Business (Santa Clara University).
Eric works with the marketing pirates at Brains on Fire (www.brainsonfire.com). His study of marketing gave him a strong distaste for interruptive advertising, and he’s passionate about changing the marketing landscape for the better.
His evolution as a professional is a great story – which he’ll be happy to share with you over you beverage of choice – but it goes something like this: Eric started out at Brains on Fire as a Fearless Fact Finder and was an integral part of the Insight team. But now he’s what most would call a Community Manager – but he doesn’t. Eric has played an integral role in the insight, strategy, creation, and implementation of word-of-mouth movements for the likes Best Buy, Colonial Williamsburg and DoubleDay Publishing. But instead of “manage,” he works shoulder-to-shoulder with client’s employees and customers to fortify successful, long-term relationships between the two.
When he’s not working word-of-mouth (or writing for the Brains on Fire blog – www.brainsonfire.com/blog), you can probably find him mountain biking, hiking, or building something in his workshop.
Business strategist, management consultant and change agent with experience in some 18 countries world-wide. I'm increasingly immersed in developing social media strategies for corporates and NGOs. I'm also conducting PhD research on social media at the University of Hull.
My early corporate career in financial management provided me with a solid basis for the eventual shift to business strategy and change management. My industry expertise includes telecoms and ICT, public sector reform, tourism, education and online gaming. I've worked as an advisor to Government, multinationals and start-ups.
Layne Holley joined CMIQ in September 2012 to lead strategic research initiatives, including industry research that strengthens companies’ customer management and contact center knowledge and decision making through benchmarking and shared practices.
An award-winning journalist, she has covered the customer management/contact center field for nearly 15 years. For the past six years, she has been solely dedicated to the field and the industry that serves it, transitioning from journalist to researcher and analyst.
While on the editorial staff at Alexander Communications Group, she discovered within the firm’s stable of publications Customer Service News and The Customer Communicator, for which she became a contributing editor, beginning her career as a customer management reporter and analyst.
Prior to taking over CMIQ’s new strategic research unit, Layne joined the International Customer Management Institute as managing editor of Customer Management Insight and was promoted to editorial director in 2008 to lead the development of industry research and editorial operations. In that role, she led research-based executive peer groups and workshops and delivered presentations for industry conferences. She served three years as a conference track leader and as the selection committee chairman for ICMI’s Call Center of the Year Awards. She also served as a member of the Call Center Industry Advisory Council (CIAC) in the preparation of contact center industry standards.
Layne has worked one-on-one with and facilitated peer sharing between some of the world's leading brands in their contact center and customer management and contact center operations. She has developed research initiatives and analysis that help companies of all sizes and types strengthen their competitive position.
She is the author of numerous industry research reports and whitepapers and is a highly rated conference speaker. Her work has been incorporated into customer management and customer experience course work at the university level. She is the editor of the 3rd edition of Call Center Management on Fast Forward.
A classically trained technology marketing executive, Carol has over 25 years of top tier marketing experience. After graduating from the Kellogg School of Management, Carol worked at several premier marketing-driven companies including Procter and Gamble, Pizza Hut, and Quaker Oats. She moved into technology marketing over twelve years ago, working at Sage Software as Senior Vice President of Marketing and Ingram Micro as Vice President, Marketing North America. Carol joined PC Mall in 2009 as Senior Vice President of Brand Marketing.
Carol was selected by VAR Business Magazine as one of the top 50 most powerful women in the channel in both 2007 and 2008. She currently serves as the chair of the Orange County Marketing and Sales Executive Society within the Technology Council of Southern California and is also active as an executive mentor to executive MBA students at University of California-Irvine. Carol has a BS in Business from Indiana University
David Lee is the founder of www.HumanNatureAtWork.com. He works with leaders interested in optimizing employee performance and customer service.
An internationally recognized thought leader in the field of employee engagement and performance, he is the author of nearly 100 articles and book chapters that have been published in trade journals and books in the US, Europe, India, Australia, and China. The just published second edition of the business classic, The Talent Management Handbook, features a chapter of his on the topic of Onboarding.
In addition to his research and work with both struggling and “best in class” organizations, David Lee’s work draws from a wide range of scientific disciplines including cognitive neuroscience, anthropology, psychoneuroimmunology, trauma and resilience research, and paleopsychology.
Taking this research which typically doesn’t find its way into the business world, David translates these principles of human nature into practical leadership and managerial strategies that optimize employee performance.
Using the popular TV show The Dog Whisperer as an analogy for the difference understanding human nature makes, David’s work helps leaders and managers become “Employee Whisperers.”
For more of his articles, go to: www.HumanNatureAtWork.com.
Derek F Martin is Director of Relationship CareSM for American Express World Services, responsible for customer engagement, sales, and retention for the global consumer telephone centers in 24 countries. Prior to this role, Derek worked as a director in the American Express Service Network Strategy and Engineering team, responsible for the Platinum & Centurion Servicing strategy, managing the CAPEX investment portfolio decisions for the servicing business unit, and driving six sigma reengineering projects that delivered over $50MM in benefits. Derek was recently elected to the Board of Directors for the American Teleservices Association, ATA.
Before Joining American Express, Derek was a VP of Strategic Sourcing with Broadlane, and a strategy consultant with Mitchell Madison Group. Derek has traded coffee with Cargill in Peru and was a business volunteer with the Peace Corps in Senegal, West Africa. Derek holds his MBA from the University of Michigan and has a first degree black belt in Tae Kwon Do..
Joakim Nilsson is the Head of Social Media at one of Europe’s largest online gaming groups. He has more than 6 years professional experience within the online gaming industry, with a background colored by customer service, affiliate marketing, website management and a whole lot of ‘starting things’. He blogs at joakimnilsson.com.
Mitchell Osak is passionate about strategy and a keen observer of its implementation. Mitchell speaks often on business topics and is a regular columnist for the National Post newspaper (Financial Post section). He is the Managing Director of Quanta Consulting Inc., a boutique management consultancy serving Fortune 1000 companies. Osak also teaches at the Schulich School of Business, Executive Education Centre, at York University in the areas of channel management, customer experience design and change management.
Responsible for operationalizing strategic initiatives including country expansion, new product support and social media programs from initial idea through to training and go-live.
Barbara Porter is Vice President, Business Development & Customer Service, Nicor National. In this customer-centric role, she is responsible for a 250-agent Call Center, which serves the warranty, energy management, and HVAC needs of the company’s customers. Under her stewardship, the Call Center has been recognized by J.D. Power and Associates for providing “An Outstanding Customer Service Experience” five years in a row. In addition, the Call Center has been presented with CRM’s 2011 Service Elite Award.
In addition, Barbara oversees the performance of Nicor National’s Client Relations area, which ensures that the expectations of its utility partners are met, as well as leads business development initiatives that are designed to help the company realize its national expansion plans. Prior to joining Nicor National in 2005, Barbara served as President of IBT Services, a leading call center in the utility/energy industry, which she founded in 1991. When Nicor National acquired IBT in 2005, she was named General Manager, and subsequently promoted to her current position in 2008.
Currently leads the Operations Teams for this successful online retailer and largest internet company in Houston.
Company has grown to $80 million revenue, including three acquisitions. Ranked #192 of all U.S e-commerce companies, #1 e-commerce company in Houston, and the world's #1 online retailer for blinds, shades, and other window coverings. Also see Blinds.com and Blinds.ca
Awarded 2010 Leader of the Year Award and Blinds.com won the AMA Marketer of the Year (2009), Call Center of the Year (2010), and 2011 #1 Best Places to Work Award for Companies between 100-500 employees by the Houston Business Journal. We have received this award two years in a row.
Lisa Schulman is the Global Head of the Call Center Week Portfolio at the International Quality & Productivity Center (www.iqpc.com). She also functions as executive producer of Corporate University Week.
First joining IQPC in 1995, Schulman continues to build a strong portfolio of large-scale branded events, including: Call Center Week, Call Center Summit, Customer Feedback Week, Customer Experience Summit, Customer Loyalty/Retention and a legal show E Discovery.
Her contribution to the company was recognized by her peers, and in 2008, Schulman was honored as IQPC's Most Profitable Conference Producer.
Schulman conducts industry research, identifies and secures speakers, writes promotional materials, helps secure sponsorship commitment, conducts on-site interviews, and plays a strategic role in internal marketing/telesales functions.
Schulman also creates and leads Customer Advisory Boards to ensure content quality, relevancy and value for attendees. Her aim is to respond to customer feedback and to provide customers, speakers and sponsors with the best possible customer experience. Schulman has also co-hosted numerous business radio shows, conducting live speaker interviews.
Schulman is on the Advisory Boards for the CMO Council's Customer Experience. Schulman has an MBA in Marketing and Management from Columbia Business School.
Scott Swift manages both Customer Information and Consumer Affairs for Hunter Douglas Inc. a worldwide leader in window fashion products. As Vice President, Customer Information, Scott oversees all consumer contact in phone and web environments, customer feedback programs, market trends as well as training and development programs critical to maintaining world-class customer service.