Contributors

Call Center IQ contributors represent the industry's leading practitioners, commentators and thought leaders, and are selected for their experience and ability to deliver valuable insights into the industry's most critical issues.

By sharing presentations, interviews, webinars, videos, podcasts, articles and blogs, these contributors are helping Call Center IQ become the most valuable source for Call Center IQ expert commentary and best practice you will find on the web today.

For information on how you can join this group of industry thought leaders, visit our writers guidelines.


Top Influencers

  • Brian Salvatori
  • Stefan Osthaus
  • Brian Cantor
  • Susan Kressel
  • Eric McKirdy
  • Call Center  IQ
  • Mary Shanley
  • Call Center IQ
  • Amy Clark
  • Mattersight .
  • Mitchell Osak
  • Amir Shub
  • Christina McKeon
  • Aphrodite Brinsmead
  • Eric Bryn
  • John Tschohl
  • Justin Flitter
  • Richard  Shapiro
  • Guy  Stephens
  • Adrian Swinscoe
  • Annette Franz Gleneicki
  • Shep  Hyken
  • Jamie Morin
  • Stephen Riddell


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Michael Adams
Senior Vice President and Director, Customer Contact Center, FirstMerit Bank
Michael Adams is currently Senior Vice President and Director – Customer Contact Center at FirstMerit Bank, Akron, OH. A senior contact center and operations executive with 19 years of experience at M&T Bank, Bank of America, Citizens Bank, AmTrust / Ohio Savings Bank, New York Commun...


Sean Albertson
Director, Performance & Technology, ViaSat
Sean Albertson is the Director of Performance & Technology for ViaSat. He directs the division responsible for key technology deliverables such as IVR, agent desktop solutions and eCare. Additionally, Mr. Albertson directs Customer Experience and Voice of the Customer initiatives at...


Jo'Ann Alderson
Founder, Progressive Communications
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 ...


Paul Allen
Head of NPS & Insights, Vodafone Ireland
Paul Allen is responsible for driving customer centricity in Vodafone and transforming the customer experience across multiple touchpoints. Through Paul’s leadership, Vodafone now have a holistic vision and approach to driving customer advocacy. The result of which, is a business th...


Tyler Altrup
Solutions Architect, Badgeville


Ryan Amirault
Social Media Strategist, Whole Foods Market
Ryan Amirault is the Social Media Strategist for Whole Foods Market. He is a driven individual, with a diverse tool belt including extensive experience in: managing corporate IT networks, pricing out international restaurant menus and exploring the latest location based social media t...


Lori Angalich
Vice President, Marketing, Astute Solutions
Lori Angalich is the vice president of marketing at Astute Solutions (www.astutesolutions.com), a provider of customer service CRM, social media management and contact center solutions. With over 15 years of experience in marketing and selling business technology solutions, Lori leads...


Ashutosh Anil
Business Strategy Specialist, Customer Experience, Best Buy Canada Ltd
Ash has more than 10 years of experience in global sales and service organizations, including B2B and B2C experience. He is an efficient strategic planner, who effectively applies an empowering, participatory management style to encourage accountability, teamwork, continuous improv...


Tyler Arnold
Co-Founder & CEO, SimplySocial
Currently working on SimplySocial, where we provide large organizations with the infrastructure they need to build stories and build trust, to be successful in the social media universe. I previously co-founded a business that offers front-end web development and consulting services f...


Andrea Ayers
President Customer Management Group, Convergys
Andrea Ayers is President of the Customer Management Group at Convergys, a global leader in relationship management. Ayers leads a global workforce of approximately 60,000 employees who operate in 83 contact centers worldwide, supporting Convergys clients in 70 countries in 35 languag...


Salwa Azar
Community Development Manager, We R Interactive
As Community Development Manager at We R Interactive, the social games publisher for sport and music, Salwa heads up a multi-lingual team supporting the growing global user-base for the company’s first game I AM PLAYR and its soon-to-launch music games. Salwa’s team is the company in...


Stephanie Azzarone
President, Child's Play Communications
Stephanie Azzarone is founder and president of Child’s Play Communications, the first agency to specialize exclusively in connecting companies with the influential mom market.


Tripp Babbitt
President, Bryce Harrison, Inc.
Babbitt's background in service design has its roots in the work of W. Edwards Deming.  His background includes being a CIO and partnering with a variety of international technology and consulting companies. ??His focus is on service design and innovation. Babbitt writes a...


Jay Baer
Jason Baer is a social media strategy consultant, speaker, and co-author of The NOW Revolution who helps leading companies and PR firms harness the awesome power of the social Web. He is the founder of Convince & Convert, a social media strategy firm with clients across North Ameri...


Charles Baker
Charles Baker currently serves as a dialer and call center operations management consultant based in the North-East of the UK. He is an expert in IVR (Inbound voice Recognition), ACD, (Automatic Call Distribution), PDMS, (Predictive Dialler Management Systems), Management Informati...


Mark Ballard
CEO, Sugardaddy's Sumptuous Sweeties
Mark Ballard is Co-Founder and Co-CEO of Sugardaddy's Sumptuous Sweeties®, the award-winning, luxe brownie gifting company. In its fourth year of operation and through its multi-channel business: Sugardaddys.com, 1.888.4. I want 1, and Sugardaddy's Flagship Store, Sugardaddy's has ...


Al-Nashir Bandali
Marketing Manager Assistant, Customer Service Measurement Ltd.
CSM is a Market Research agency that use qualitative and quantitative methods to reveal insight into business relationships and processes. Additionally, CSM offer consultative advice to help aid strategic planning and alignment to reach business goals.


Joe Bannon
Director, Consumer Services, AutoTrader
Joe Bannon is a 30 year veteran of the advertising and media industry who has recently turned his attention and talents to the customer service industry in his role as Consumer Services Program Director at AutoTrader.com Joe’s career has allowed him to work in all major traditiona...


Eran Barak
Senior Vice President, Global Head of Community Strategy, Thomson Reuters
Eran Barak is the Global Head of Community Strategy for Thomson Reuters Markets, where he leads financial markets community and B2B social media initiatives. Previously he led the marketing and strategy for Thomson Reuters Collaboration Services group, focused on providing communicati...


Michael Barbagallo
Michael Barbagallo is a freelance industry analyst and consultant focusing on contact centers and unified communications in contact centers. He has almost 20 years in the contact center industry and has experience with most every contact center function. Most recently Michael was t...


Roy Barnes
President, Blue Space Consulting
Roy Barnes has more than 25 years of experience leading work teams and delivering world-class results in both the profit and non-profit sectors. As Senior Vice President for Strategic Planning and later as Senior Vice President for Customer Experience Development, Barnes managed th...


David Barnes
VP Business Development, SatMap


James Barnes
Principal, Barnes Marketing Associates, Inc.
James G. Barnes is Principal of Barnes Marketing Associates, Inc., a customer strategy consultancy based in Canada. He is a specialist in the application of customer insight to the development of customer relationship and customer experience strategy. Barnes holds an MBA from the Harv...


Laura Bassett
Director of Marketing, Emerging Products and Technology, Avaya
Laura Bassett is the Director of Marketing for Avaya’s Emerging Products and Technology group. The group delivers innovative business solutions from Avaya Research Labs and Advanced Software Development. In this role Laura oversees the groups go-to-market including business planning...


Marc Benioff
CEO, Salesforce.com
Marc Benioff is the chairman and CEO of salesforce.com (NYSE: CRM), which he cofounded in 1999. Under Benioff’s direction, salesforce.com has grown from a ground-breaking idea into a publicly traded company that is the market and technology leader in enterprise cloud computing. Beni...


Ben Bennett
contact center consultant, BT Internet
Ben Bennett is a highly successful and professional manager, with a wide range of experience within a large corporate telecoms company and retail environment. Bennett has extensive experience in all aspects of the call center. He’s led a successful implementation of call center resour...


Cory Bennett
IQPC, IQPC
Cory Bennett has worked in marketing, public relations and journalism since graduating from Cornell University in 2009. He spent his first year out of school as the Marketing, PR and Volunteer Recruitment Director for Adoption & Foster Care Mentoring, a Boston-based nonprofit that ...


Diane Berenbaum
SVP, Communico
Diane Berenbaum is the Senior Vice President of Communico Ltd., a solution provider of service culture change, training and development. Berenbaum has more than 25 years of business experience, including marketing positions with Citibank and Arthur Young & Company (now Ernst and Yo...


Adele Berenstein
Adele Berenstein is a retired Customer Satisfaction Executive, with over 41 years experience at IBM. For her last 19 years at IBM, she was responsible for customer satisfaction in IBM's SW and Services organization in North and South America, focusing on its largest customers. Ad...


Jodi Beuder
Customer Experience Advocate, Impact Learning Systems
Jodi Beuder, Customer Experience Advocate at Impact Learning Systems, believes customer service exists not just outside the company, but inside, too.. “Having excellent customer service skills and knowledge are paramount to creating strong working relationships, whether you are in ...


Michael Biondo
Vice President, Customer Operations, Thumbplay
Michael Biondo is Vice President of Customer Operations at Thumbplay, a leading mobile entertainment company in the U.S. In 2009, Michael was named Customer Service Executive of the Year by the Customer Service Institute of America and also awarded a Stevie for Customer Service Leader...


Derek Bishop
Consultant, AXA
Derek Bishop has over 15 years experience in customer service management and a proven track record of delivering business results in high volume and complex environments whilst leading individual and teams through change in a performance-based culture. Formerly a head of customer ...


Annette Blackwell
Manager, IT Projects, Canadian Blood Services
Annette is a senior project manager with Canadian Blood Services. She has more than 25 years of experience in information technology and has spent the past fifteen in as a project manager (with a specialty in systems integration). For the past seven years, she has focused on SAP pro...


Vivian Blade
Founder & CEO, EiGL Consulting
Vivian Hairston Blade is Founder, President & CEO of Experts in Growth Leadership Consulting, LLC (EiGL Consulting, LLC). As a Lean Six Sigma Master Black Belt, she ran the Customer Experience program for GE's Consumer & Industrial division. She was successful in improving operations ...


Stephen Blanchette
Principal, LeapQ
Stephen Blanchette is the founding Principal of LeapQ, a Munich-based consultancy focused on business and brand strategic integration.  He blogs regularly at LeapQ.org/blog.


Stephen Blanchette
Founder & Consultant-Coach, LeapQ
A 360-degree, end-to-end brand and customer experience specialist, Stephen Blanchette has over 20 years of multinational experience in the field of brand and customer experience management. Prior to founding LeapQ, Stephen held director-level positions in some of Europe's leading tel...


William Bleuel, PhD
Professor, Pepperdine University
Dr. William Bleuel's expertise lies in the quantitative aspects of business. He specializes in the measurement and analysis of business operations, call center operations, customer satisfaction, customer loyalty and customer retention. He acts as an expert witness in the area of intel...


Jeanne Bliss
Founder and Principal, Customer Bliss
Jeanne Bliss is not an evangelist or observer of companies. She’s been inside them for twenty-five years, arm wrestling them on behalf of their customers! As “Chief Customer Zealot” for five large U.S. market leaders, Bliss has fought valiantly to get the customer on the strategic ...


Toby Bloomberg
Founder, Bloomberg Marketing
Toby Bloomberg grew-up in the marketing research business because her father had a data collection company. The Boston native was hooked on the potential of the Internet starting in 1997, and her imagination soared with thoughts on how this media could create old-fashioned, corner-...


Jon Blum
Former Director Customer Service, Best Buy
Jon Blum has 16 years of experience in a contact center background in the Fortune 500 arena (Best Buy, American Express Financial Advisors, Carlson Wagonlit Travel, State Farm Insurance, US Bank) resulting in key leadership responsibilities anchored in sales growth, channel marketi...


James Bogle
President, JIT Consulting
James Bogle is a management consultant, call center application outsourcing consultant with a passion for helping transform small to medium businesses through coaching business executives become better leaders who make better decisions and achieve better results.    


Carol Borghesi
SVP - Customers First Culture, TELUS HR
With 29 years of telecommunications experience spanning three continents, Carol rejoined TELUS in 2009 as Senior Vice-President, Client Experience. Her career has taken her from TELUS in Canada to British Telecom (BT) in the U.K. to Bharti Airtel in India, and now back to TELUS—all ...


David Bradshaw
VP of Sales and Service, ING Direct Canada
David is the Vice President (Head) of Sales and Service for ING Direct Canada, overseeing the Retail Cafes across Canada and the Mutual Funds, Deposit and Lending Contact Sales and Service Centres. Prior to returning to ING Direct Canada, David served as Vice President, Service Deli...


David Bradshaw
Head of Sales, ING Direct
David Bradshaw is Vice President (Head) of Sales and Service, overseeing the Regional Cafes across Canada and the Lending/Savings Call Centers at ING DIRECT Canada. From 2007-2008, Bradshaw served as Vice President, Service Delivery at Echo Marketing Solutions where he was responsi...


Donna Heckler and Brian Till
Authors, Creating Brands People Love
Dr. Brian D. Till is the Steber Professor of Marketing and Chair of the Marketing Department at Saint Louis University. He holds a B.S. in Advertising and an M.B.A. from the University of Texas at Austin. His Ph.D. is from the University of South Carolina. At Saint Louis University, T...


Aphrodite Brinsmead
Senior Analyst, Customer Experience and Interaction, Ovum
Aphrodite is a Senior Analyst in the Customer Interaction team at Ovum, where she covers contact center markets and technologies, and voice and video business. Her work primarily focuses on analyzing trends, strategies, and practices for topics such as multichannel analytics, workforc...


Doug Brown
Managing Director, Copeland
Doug is the Managing Director of Copeland, Vancouver Island's oldest and most renowned ad agency. During his career, he has worked as a Creative Director for JWT, Lintas and McCann in such diverse places as Hong Kong, Singapore, Sri Lanka and Vancouver.


Steve Brubaker
SVP Communications, InfoCision Management
As Senior Vice President of Corporate Affairs, Steve Brubaker builds relationships with business leaders, government officials and the public to promote InfoCision and the call center industry. Brubaker began his career with InfoCision in 1985 as a part-time Communicator while atte...


Michael Bruh
President & COO, Acronym Media
Michael has 35 years of traditional and online marketing experience and specializes in the development of strategic marketing plans and messaging that move prospects to take action through B2B and B2C sales channels. Prior to joining Acronym, Michael was the Executive Creative Dire...


Eric Bryn
Managing Director, Digital Strategy, CORE TWELVE
Eric Bryn is the managing director, digital strategy for CORE TWELVE. Prior to that role, Bryn served as vice president of digital innovation at Baird & Warner, one of the largest real estate firms in the U.S, owned and operated by the Baird family in Chicago since 1855. In this po...


Eric Bryn
VP, Digital Innovation, Baird Warner
Eric is vice president of digital innovation at Baird & Warner, one of the largest real estate firms in the U.S, owned and operated by the Baird family in Chicago since 1855. In this position, Eric has built an interactive mobile web marketing system that’s comprised of several thousa...


Kelly Burke
Senior Product Manager, Aspect
As senior product manager, Kelly Burke brings more than 20 years of experience in the contact center industry to Aspect. She is responsible for defining major new product capabilities for the company’s Aspect® Unified IP® interaction management solution, including enterprise workflow ...


Barbara Burke
Barbara Burke is an internationally recognized expert on customer service, speaker and author of the recently released modern-day fable set in a customer service center, The Napkin, The Melon & The Monkey. For more information and to subscribe to her popular Monday Aha!: Workplace ...


Ed Burns
Commodity Broker and Managing Partner, Industrial and Commercial Energy at Energyshop.com
Ed has taught the Operations Strategy and the Operations Management courses to evening MBA programs at the Rotman School of Management, University of Toronto and Schulich School, York University. By day, Ed currently runs his own business as an industrial energy broker, and operati...


Brian Cantor
Managing Director, Customer Management IQ
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 commenta...


Brian Cantor
Managing Director, Customer Management IQ
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 Cantor
Managing Editor & Online Director, Customer Management IQ


Brian Cantor
Managing Director, Call Center IQ
As managing director of Call Center IQ, Brian Cantor covers all dimensions of customer service strategy and execution. A frequent moderator at CCIQ's flagship Call Center Week events, Brian's coverage of customer service and call center management has been featured on publications li...


Peggy Carlaw
Impact Training, Impact Training


Christopher M. Carrington
Chief Executive Officer and President, Alpine Access
Chris Carrington is Chief Executive Officer of Alpine Access, Inc., the leading provider of employee-based virtual contact center solutions and services. Recently named the best contact center and CRM outsourcer for client satisfaction by Datamonitor’s Black Book of Outsourcing, Al...


Becky Carroll
Author, The Hidden Power of Your Customers
Becky Carroll is the author of The Hidden Power of Your Customers: Four Keys to Growing Your Business Through Existing Customers (Wiley, 2011). She is also the founder of Petra Consulting Group, a consultancy focused on social media and customer loyalty. Her client roster includes ...


Becky Carroll
Author, The Hidden Power of Your Customers
Becky Carroll is the author of The Hidden Power of Your Customers: Four Keys to Growing Your Business Through Existing Customers (Wiley, 2011). She is also the founder of Petra Consulting Group, a consultancy focused on social media and customer loyalty. Her client roster includes sev...


Becky Carroll
Social Media Strategist, Verizon
Becky Carroll is the Community Program Manager and Social Media strategist for Verizon. Recently, she also finished writing “The Hidden Power of Your Customers: Four Keys to Growing Your Business Through Existing Customers,” (Wiley, July 2011). Becky loves social media. And when she’s...


Kelly Carson
Kelley Carson is a 17-year call center veteran. Known for her commitment to customer experience, she has excelled in the areas of employee retention with her holistic approach to culture and employee satisfaction. Carson serves as the Director of Customer Services for BendBroadband...


Frank Casale
Founder and CEO, The Outsourcing Institute
A pioneer and visionary leader with more than 15 years of outsourcing expertise, Mr. Casale continuously monitors industry and business trends to better identify new ways to increase the overall efficiencies, speed and success of outsourcing transactions and relationships. He is ...


Duane Cashin
Duane Cashin has more than 20 years of top management, sales and team building achievements; he helps companies and individuals attain unprecedented results. With the perfect blend of storytelling, humor, passion and straight talk, Cashin challenges his audiences to rethink everyth...


Rob Cate
Senior Director, Contact Center, Vegas.com
Robert Cate is responsible for leading the Contact Center at Vegas.com, the largest city destination travel website in the world. In his role at Vegas.com, Robert and his management team take advantage of his 20 years of experience to blend ethereal human management principles with t...



Steve Chriest
Founder, Selling-Up
Steve Chriest is a well-respected management and sales consultant who specializes in helping organizations develop comprehensive sales processes that integrate strategy, training, sales tools and management systems to improve revenue generation. Chriest draws on more than 25 years...


Duke Chung
Co-Founder, Parature
Duke Chung co-founded Parature with a vision to provide superior customer service and social engagement software accessible via the Internet. Today, Parature’s cloud-based product supports nearly 35 million end users worldwide in diverse industries from associations, federal and educa...


Lisa Church
Chief Experience Officer, 1st Advantage Credit Union
Passionate leader with 15+ years experience in Training, Leadership Development, Quality and Implementation in environments ranging from Large company/Corporate to Mid-Small companies.


David Ciccarelli
CEO, Voices.com
As the founder of Voices.com, David Ciccarelli offers management experience as well as a clear vision for the future. Most recently, Ciccarelli was nominated as the Young Entrepreneur of the Year Award by the Business Development Bank of Canada and presented Voices.com as a New Voices...


Jennifer Cisney
Chief Blogger, Senior Social Media Manager, Eastman Kodak
Jennifer Cisney has been with Eastman Kodak for twelve years, resulting a broad knowledge of the various businesses and in depth experience with corporate website, kodak.com. Her contributions to Kodak's online experience have been inspirational photography, design expertise and crea...


Amy Clark
Customer Success Director, WalkMe
Amy Clark is the lead author and editor of two customer service blogs – I Want It Now, which examines the era of instant gratification, and  Self Service Central, which provides her thoughts on how best to help customers assist themselves online . She also serves as ...


David Cliche
VP Interactive Marketing, Aon Corporation
David Cliche is Vice President, Global Interactive Marketing for Aon Corporation. He also manages marketing and communications for Aon's Canadian Risk Services division. His current responsibilities include managing the strategic development, planning and execution of the organizat...


William Cohen, Ph.D.
President
Dr. Bill Cohen is a retired Air Force general and president of the California Institute of Advanced Management, an MBA-granting graduate university. He graduated from West Point and has an MBA from the University of Chicago and an MA in Management and PhD in Executive Management fr...


Steve Cohn
President, People to People Learning
Steve Cohn, CSP, has been a professional communicator for more than 20 years and has been speaking, training and consulting professionally for over a decade. His incredible speaking ability and rapport with audiences and clients helped him earn the designation Certified Speaking Profe...


Write The Company
CEO, Write the Company


Mary Cook
Call Center Industry Practice Manager, Varolii
Mary Cook is Varolii’s Industry Practice Manager for Call Centers. She helps customers further define their enterprise multi channel communication strategies – and her area of expertise is within the call center. Mrs. Cook has more than 17 years of contact center experience including ...


Joe Cothrel
Chief Community Officer, Lithium
In 1996, Joe conducted the first comprehensive research study into successful practices for managing online communities. Since then, he’s worked as a consultant and researcher with nearly 300 companies using online communities to create more productive relationships with customers, pa...


Joe Cothrel
Chief Community Officer, Lithium
For more than a decade, Joe has helped large organizations use social technologies to drive measureable business value. In work with more than 300 companies, he has helped plan and launch successful social support efforts in telecommunications, computer hardware, computer software, e...


Chris Cottle
VP of Marketing, Allegiance, Inc.
Chris Cottle is VP of Marketing and Products at Allegiance, Inc. Chris leads the brand strategy, public relations, analyst relations, events, lead generation, product marketing and marketing communications initiatives for Allegiance. Allegiance offers Voice of the Customer solution...


Robert Cowen
Snowfly
Bob Cowen has worked for companies in early start-up mode as well as those already well-established, assisting them in finding new markets and expanding existing ones. His strengths include finding early-adopters, new account acquisition and selling turn-key solutions to end-users thr...


John Cushman
Vice President, Business Marketing, AT&T
For the past three years, John has been leading the vision, execution strategy, and day-to-day field operations for electronic sales and service, an online channel that has grown to represent more than $4B in annual revenue and $750M in productivity savings for his corporation. As ...


John Cushman
Vice President Sales & Service, AT&T Business Direct
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 expansio...


Rosanne D'Ausilio
President, Human Technologies Global, Inc.
ROSANNE D'AUSILIO, Ph.D., an industrial psychologist, consultant, master trainer, best selling author, executive coach, customer service expert, and President of Human Technologies Global, Inc., specializes in human performance management.  Over the last 25 years, she has prov...


Barry Dalton
Telerx
Barry Dalton has spent the past 22 years in and around sales, customer service and contact centers.  As a long-time consultant and software executive, working with Fortune 500 and mid-market companies, his expertise is focused on loyalty strategy, customer-centric operations and ...


Ana Dan
Director, Marketing Systems & Services, Abbott Nutrition
Ana Dan is the Director of Marketing Systems and Services for Abbott Nutrition. Abbott Nutrition has become a leading partner in nutrition by developing teams of scientists and clinical specialists to develop products that help improve the health and well-being of infants, children, a...


Subhra Das
Senior Vice President - Marketing & Customer Experience, du
Subhra Das is Senior Vice President, Marketing and Customer Experience at du, UAE’s premier quad-play telecom operator. He has played a key role in du’s ascent to a 42-percent mobile market-share position within 4 years from launch, in what is regarded as the world’s most highly penet...


Diana Davis
Editor, IQPC
Diana Davis is the editor of PEXNetwork.com and is in the privileged position of getting to spend her days speaking to smart people about what it takes to make process improvement successful. She’s tasked with ensuring that content on PEXNetwork.com - webinars, podcasts, videos, ar...


Stephen Dawson
Director of Communication and Srategic Planning, The Heritage Company
Stephen Dawson has 10 years of experience in call center management, including quality assurance, management and agent training, telecommunications, strategic planning, and information technology.  Dawson holds an M.A. in political science from the University of Arkansas and curr...


Frank Days
Director of New and Social Media, Novell
Mr. Days directs social media and search engine marketing programs at Novell. Prior this role, he spent over 10 years as a marketing vice president for a series of high-growth technology firms including Firstgiving.com, Experian-QAS and Ipswitch. His education includes an MBA from the...


Vasuda Deming
Consultant
Vasudha Deming is a consultant and author lucky enough to get paid for doing something she loves: helping businesses to thrive by putting values into action. She also organizes athletic races, service projects, community events, and anything else she can get her hands on. When it a...


Omer Demir
Corporate Customer Experience Manager, TURKCELL
Between the years 2000-2005, Omer worked as a Call Center Agent, Team Leader and Planning Specialist at Global Bilgi, in charge of creating short, mid and long term staff & capacity plans. He was also responsible for Call Center KPIs and Budget. He later worked as a Snr. MIS Specia...


David Demsitz
Head of Online, Hutchison 3G Denmark
David is responsible for all online activities at Hi3G Denmark, including e-commerce, marketing and online services. David has most of his experience from the Telecommunications industry, working with and building up the online area, at three of largest Telco companies in Denmark. Si...


Darrell K. Rigby and Dianne Ledingham
Increasing Customer Loyalty, HBR Ons Series
If you need the best practices and ideas for making your customers loyal and profitable-but don't have time to find them-this book is for you. Here are nine inspiring and useful perspectives, all in one place.


Eric Dodds
Community Chemist, BrainsOnFire
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 ...


Craig Downing
Director, Global Cloud Marketing, SAP
Seasoned enterprise application marketing executive with over fifteen years’ experience in product, field and channel marketing, strategic messaging, demand generation, and bringing sophisticated and technically complex products to market through optimized sales motions. A strong “ow...


Vincent Doyle
Managing Director, CheekyZ Solutions
Vincent Doyle is Managing Director of CheekyZ Solutions, an Online Support solution provider (among other things). Vincent is a dynamic, results-driven individual with 20+ years experience in business development with a strong focus on customer support solutions in call center and ...


Joe Doyle
VP of Marketing, Sitel
Joe Doyle is Marketing Director for Sitel’s EMEA region and has responsibility for the company’s marketing strategy, lead generation, branding, PR and pan EMEA bid management.  Prior to joining Sitel in January 2008, Mr Doyle held a number of senior sales and marketing positio...


Rob Duncan
COO, Alpine Access
Rob Duncan is Chief Operating Officer of Alpine Access, Inc. a nation-wide provider of call center services using home-based customer service and sales employees. Alpine Access clients include Fortune 100 companies in a wide variety of industries. 


Jerry Durant
Chairman Emeritus, The International Institute for Outsource Manageme
Jerry Durant serves as Chairman Emeritus of The International Institute for Outsource Management (IIOM) the only professional trade organization dedicated to Shaping, Developing and Qualifying the outsource service profession.  Mr. Durant has worked with companies in over 70 n...



From the HRIQ Editorial Staff
*Human Resources IQ is not affiliated with the Peter F. Drucker School of Management or the Peter F. Drucker Institute. Any mention of Peter F. Drucker School of Management or the Peter F. Drucker Institute is solely at the discretion of the authors.


Jehoshua Eliashberg
Professor of Marketing, The Wharton School
Jehoshua (Josh) Eliashberg is the Sebastian S. Kresge Professor of Marketing and Professor of Operations and Information Management at the Wharton School of the University of Pennsylvania. Prior to that he was a faculty member in the marketing department at the J. L. Kellogg Graduate ...


Christopher Elliot
Consumer Advocate and Journalist
Christopher Elliott is a journalist and consumer advocate. His articles, columns and essays offer advice for people who want to become more informed customers. Elliot is a Fullbright Scholarship recipient, graduate of The University of California at Irvine. He’s penned regular trav...


Chris Elliott
Writer, Travel Blog


Jeff Elumba
Director, SAP CRM Center of Excellence
Jeff Elumba is a 13 year veteran with SAP America having been a FI/CO Functional Consultant, Implementation Project Manager, Client Partner and most recently a member of the SAP North America SAP CRM Center of Excellence. Jeff has extensive CRM application experience inside and outsi...


Jeff Esposito
Public Relations Manager, Vistaprint
Jeff Esposito is a public relations manager at Vistaprint, a leading online provider of professional marketing products and services to micro businesses. He is responsible for the day-to-day management, development and growth of Vistaprint’s social media properties and campaigns. He ...


Kristina Evey
Founder, Centric Strategies
Kristina Evey helps companies improve the way they connect with their customers. She is the owner of Centric Strategies, a firm oriented toward developing a cultural mindset focused on the customer. Her strategy is to ensure that everyone within a company or group is of the same “C...


Steve Farr
Director of Business Intelligence, Outsell, LLC
A leading strategy and analytics expert, Steve Farr leads the Business Intelligence practice for Outsell, LLC. Outsell is an emerging growth company that provides Intelligent Marketing solutions through multiple channels for its clients. Farr joined Outsell from Wunderman Detroit, ...


Eli Federman
Director of Customer Care, Grand & Toy
Eli Federman has over 15 years of Call Centre experience. He has worked for organizations such as CIBC, Telus and Whirlpool where he assumed various leadership roles in sales and customer service. He joined Grand & Toy in May 2009 as its Director of Customer Care and is responsible...


John Ferguson
Alexius Associates
Career Highlights:   15 years in pharmaceutical industry in sales and marketing roles. Established a consulting practice that delivered total quality management projects. His clients included many FTSE100 companies across industry sectors. The practice was later acqu...


Aina Neva Fiati
ThinkAboutCRM, ThinkAboutCRM
Aina Neva Fiati, the founder of ThinkAboutCRM.com – a global online media covering Customer Relationship Management and related subject matters,  created the site as a result of constantly talking about the CRM industry. She is passionate in CRM/Social CRM, Marketing, Soc...


David Filwood
Founder & Principal Consultant, TeleSoft Systems
David Filwood is the Founder & Principal Consultant at TeleSoft Systems. Top performing Call Centers drive their Revenue & Performance through superior hiring tactics. TeleSoft Systems helps employers gain better insight & more accurate predictions as to which applicants from a poo...


Sheri Fink
Online Marketing Strategist and Author, Dreams Come True
Sheri Fink has over twelve years of online marketing experience in a variety of industries including finance, consumer products, and technology. In her former role as the head of eCommerce and Strategic Alliances at Tickets.com, Sheri launched and managed the company’s social media p...


Jane Finn
President, Contact Strategies


Keith Fiveson
CEO, ITESA
Keith Fiveson is the CEO of ITESA where he does “People Convergence” consulting. Fiveson is a communications consultant, enabling people to be more efficient and effective using EI tools, training and processes globally. He works with call center management teams to brand, expand a...



Darryl Flores
Workforce Manager, Southwest Business Corporation
Darryl Flores is the Workforce Manager for Southwest Business Corporation, a recognized leader in the financial services industry. He has 14 years of experience in all aspects of Contact Center Operations with noted call centers such as USAA and The Scooter Store. He has run call c...


Jorge Flores
Customer Experience Manager, Cemex
Jorge A. Flores is a customer service oriented professional with 11 years of experience in supply chain and several customer facing processes. Flores joined CEMEX in 2002 through the company’s “professionals in development” program, ever since; he has held several positions within...


Mary Paige Forrester
Contact Center VP, Contact MP Consulting
With nearly 20 years of experience in all aspects of contact centers, Mary Paige is a seasoned professional and a true Subject Matter Expert in the field. Her exposure to contact centers includes both commercial and public sector facilities (state and federal government), managemen...



Joe Gallagher
Senior Director, Client Management, SoundBite Communications
Joe is the Senior Director in Client Management working with clients to optimize the use of SoundBite’s multi-channel platform. Joe works closely with Customer Care, Risk Management and Marketing teams to design customer contact strategies, implement best practices and deploy a wide r...


Stan Garfield
Deloitte, Community Evangelist
Stan Garfield is the Community Evangelist at Deloitte. In his extensive IT career, Stan has worked as a manager at some of the largest tech companies, including HP, Compaq and Digital Equipment Corp; where he assisted in the launch and development of cutting edge knowledge management ...


Tommy Geary
Director of Customer Experience, Eircom
Tommy joined Eircom in 2010 as Director of Customer Management & Operations. His responsibilities include ownership of the Contact Centres providing Customer Support and Telesales. Prior to that, Tommy worked in Dell for 17 years where his most recent position was Director for EMEA ...


John Gerzema
Chief Insights Officer, Young & Rubicam
John Gerzema is the Chief Insights Officer at Young & Rubicam. As a best-selling author and pioneer of account planning in American advertising agencies, Gerzema has guided brands to international strategic and creative acclaim.  His new book, The Brand Bubble: The Looming Crisis...


Annette Gleneicki
Senior Director of Customer Success, Allegiance, Inc.
Annette Gleneicki is Senior Director of Customer Success at Allegiance, Inc. She has almost 20 years of experience in designing large global VOC and EFM initiatives for Fortune 1000 companies.


Reg Goeke
Principal, Market Value Solutions
Principal and founding partner of Market Value Solutions (MVS), Dr. Reg Goeke has consulted on marketing, competitive strategy, and business process improvements for such companies as Thrivent Financial, Dunn and Bradstreet, the Principal Financial Group, the Caterpillar Inc. Worldwid...


Reg Goeke
Market Value Solutions
Principal and founding partner of Market Value Solutions (MVS), Dr. Reg Goeke has consulted on marketing, competitive strategy, and business process improvements for such companies as Thrivent Financial, Dunn and Bradstreet, the Principal Financial Group, the Caterpillar Inc. Worldwid...


Edie Goldberg
Edie Goldberg & Associates


John Goodman
Vice Chairman, Tarp
John Goodman is considered one of the founding members of the customer experience industry. He has led the evolution of customer service from a cost center for answering consumer questions and complaints to a vital resource that helps organizations improve both operations and revenue....


Shruti Goradia
Social Media Marketing Managerm Content & Community, Eastman Kodak
Shruti Goradia is the Social Media Community Manager for Kodak's Tips & Projects Exchange: a branded community for creative enthusiasts. In this role she manages all aspects of the community to drive business goals. Shruti leads the strategy for reach, influence and impact via owned, ...


Scott Gordon
Partner, Vaco
Scott Gordon has over 10 years of recruitment experience specifically with senior level software developers, CIOs, CTOs architects and DBAs. Gordon managed and produced in a Top 5 office of an IT staffing and Consulting division of a global Fortune 500 strategic staffing company (100+...


Jay Grady
Founder, Boostrap Service
Jay Grady is the founder of Austin, Texas-based Bootstrap Service. Having spent over 15 years building and managing service and technical support organizations for technology companies, he brings a wide range of “feet on the street” perspectives about what can realistically be accompl...



Alex Grech
Social Media Strategist, Strategy Works
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 ...


Paul Greenberg
co-Founder, The 56 Group


Jim Gregory
VP of Sales, InnoSource
Jim Gregory is Vice President, Sales for InnoSource, a firm specializing in contact center contract staffing and functional insourcing. Jim began his career in the call center industry with Merck and has also worked with Bristol-Myers Squibb, Cisco, McAfee and now InnoSource.&...


Maya Grinberg
Chief Evangelist and Social Media Manager, Wildfire, a division of Google
Maya Grinberg is the voice of Wildfire, a division of Google. Her specialty is educating brands and businesses about the best practices and winning strategies of social media marketing. She has organically grown Wildfire's social properties into the most engaged fan communities within...


Peter Gurney
The Cicerone Group
Peter Gurney is a nationally recognized expert on consumer trends and customer experience management. Over the past 20 years he has worked with companies in the retail, hospitality, restaurant, banking and telecommunications industries to build more profitable customer relationship...


Jamie Haenggi
Chief Marketing & Customer Experience Officer, Protection 1 Security Services
Experience: 17 years living brands. Integrating her experience in product management, strategy, six sigma and growing major brands on a global basis, Jamie has what it takes to build an exceptional brand experience. Passion: She believes that a brand represents the culmination of a...


Paul Hagen
Principal Analyst, Forrester Research
Paul Hagen is a Principal Analyst at Forrester Research, serving customer experience professionals. His research focuses on defining a customer experience strategy (B2C and B2B), building organizational culture, and appointing a chief customer officer. Secondary areas of research i...


Hannah Hager
IQPC
As the Online Content Manager at IDGA, I develop a strategy for the creation and promotion of dynamic, original online content featuring industry thought-leaders. Content includes infographics, e-books, interviews, podcasts and custom articles.


Michael Hall
Director of New Media, NESN
Michael Hall is the Director of New Media for the New England Sports Network, the sports cable channel owned by the Boston Red Sox and Boston Bruins. He is responsible for NESN.com’s long-term strategy and for pursuing additional new media business initiatives. Under his leadership, N...


Carolyn Hall
Product Marketing Manager, Confirmit
Carolyn Hall serves as Product Marketing Manager at Confirmit, which provides software for organizations to conduct Customer Feedback, Employee Feedback, and Market Research applications.


John Hall
Managing Director, Vertex
John Hall is Managing Director for Vertex North America. He joined Vertex as Managing Director for Private Sector and Utilities after holding the position of Senior Vice President, Marketing, Product Solutions and Strategy for Bell Canada's Enterprise division. Prior to this role...


Ross Hall
Financial Telemarketing Services
Ross Hall is an operations manager in the UK Financial Services industry with more than 20 years experience. He's dedicated to improving the customer experience, whether by phone, in person or over the internet.


Art Hall
Manager, Alvarez & Marsal Business Consulting
Art Hall is a manager with Alvarez & Marsal Business Consulting in Atlanta, which specializes in customer management solutions. He brings deep expertise in the financial services industry, with a particular focus on retail and small business banking, loan administration, first-party c...


Richard Hanks
President, Mindshare
Richard D. Hanks is the President of Mindshare Technologies, the leading provider of real-time, automated customer and employee feedback solutions, including EFM. Mindshare's business monitoring tools help companies improve operational excellence and minimize customer attrition throug...


Megan Hargroder
Megan Hargroder is a Southern girl living in New Orleans, in love with all things new media-related. She started out as a news reporter at a local Fox affiliate but decided to take her love of interview and conversations and go the entrepreneur route, starting her own social media ...


Lance Haun
Community Director, ERE
Lance Haun is Community Director for ERE Media and blogger at Rehaul.com. His background includes seven years of HR experience (primarily as a recruiter, generalist and manager) and four years of social media and blogging experience in the HR/Recruiting sphere. He has been featured in...


Vicki Herrell
SWPP, Executive Director
Vicki Herrell serves as the Executive Director of the Society of Workforce Planning Professionals (SWPP), a membership association for workforce management professionals in the call center, and has been at the helm of the association since its inception in 2002. She oversees the day-...


Kathy Herrmann
Partner, PathLight Solutions
Kathy Herrmann is a leading expert on social business and change management.  She specializes in holistically fusing people, process, and technology requirements to ignite positive change. Herrmann's transformational focus centers on business process design and definition, v...


Jason Heupel
Head of East Coast Sales, ING DIRECT USA


Dan S. Hicks
SVPof Solutions and Business Development, West at Home/ West Corporation
Dan is responsible for leading the development of new and existing client growth opportunities through teaming with sales and operational teams to deliver the best-in-class agent-centric solutions.  This also includes incorporating other West technology-driven, voice-oriented ...


Graham Hill
associate, Strategyn UK
Graham Hill has worked at the forefront of customer management thinking and doing for over 20 years with management consultancies such as PricewaterhouseCoopers, OASiS Group and KPMG Consulting. For the past six years he has run his own independent CRM consultancy advising clients in ...


Martin Hill-Wilson
Director, BridgeHouse Consulting
I am a long standing member of the UK customer service community. I’ve served as consultant, facilitator, director and CEO for a variety of brands. I also participate as conference speaker and blogger in my role of passing on best practice and next generation thinking in customer s...


Diane Hoffman
Contact Center Specialist, The Northridge Group
Diane Hoffman is a contact center specialist with over 30 years of experience. Starting her career as a customer service representative for a major telecommunications company, she had the opportunity to advance and work in every facet of contact centers, both on site and in a support...



Layne Holley
Strategic Research Editor, Customer Management IQ
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...


Allan Hoving
Online Community Director, Human Resources IQ
Allan Hoving is Online Community Director for HRiQ, the Human Resources IQ portal from IQPC. Hoving has over a decade of experience in high-value business content and services in print and online. He served as Online Community Leader for ExecuNet.com and launched its Executive Suit...


Julie Hunt
Julie Hunt is an accomplished market intelligence
Julie Hunt is an accomplished market intelligence analyst, providing strategic market and competitive insights for the software industry. Her 20+ years as a software professional range from the very technical side  to customer-centric work in solutions consulting, sales and marke...


Peter Hunter
Peter Hunter is the author of the book Breaking the Mould, a collection of stories about what happened when employees were allowed to become engaged with their work. Their performance becomes so amazing that grown accountants have been known to weep. Hunter has over ...


Susan Hura
President, SpeechUsability
Susan L. Hura, PhD, is the owner and Principal of SpeechUsability, a consulting firm that helps clients understand and plan for successful speech technology and IVR projects. SpeechUsability specializes in collecting relevant, actionable data from customers to make self-service automa...




Joe Jacoboni
Founder and CEO, CCA
Joe Jacoboni founded Contact Centers of America in 2007 to address the critical shortcomings he observed in the contact center industry, an industry in which he is a pioneer. Recognizing the failures of offshoring and growing customer dissatisfaction with outsourcing, Jacoboni founded...


Joseph Jaffe
President, crayon
Joseph Jaffe is President and Chief Interrupter of Crayon, a strategic consultancy that helps clients leverage new media and social media to effect transformational change. Prior to launching Crayon, Jaffe was Director of Interactive Media at TBWA/Chiat/Day and OMD USA. Jaffe hosts a ...


Anupam Jalote
Partner, Jigyasa Consulting
Anupam Jalote is a Telecommunications industry veteran with 20 years of experience in leading companies such as Bharti Airtel, Escotel Mobile and VSNL. He is currently a Partner in Jigyasa Consulting, a Singapore-based consulting firm. Prior to this, Jalote led the build of a ...


Brian Jameson
Marketing Director, RiverStar Software
Brian is the Marketing Director for RiverStar Software, where he is responsible for Market Analysis & Product Marketing. RiverStar provides Customer Experience Software (Agent Desktop, Web Self Service, Social Monitoring & Engagement, & BPM Tools) for Enterprise Contact Centers & C...


Mary Beth Jenkins
Chief Operating Officer, UPMC Health Plan
Mary Beth Jenkins is chief operating officer of UPMC Health Plan and UPMC WorkPartners. She is responsible for the Enrollment, Customer Service, Claims Processing, Facilities, Premium Billing, System Configuration, and Mail Services departments. Since joining the Health Plan in 199...


Monica Jenks
From January of 1984 until May of 2000, Monica L. Jenks was employed by TARP (Technical Assistance Research Programs) in a variety of positions.  For twelve of those years, she was TARP’s Director of Training and Development and was responsible for the development, management,...


Jeanne Jones
Director of Consumer Affairs, ConAgra
Jeanne Jones serves as the Director, Consumer Affairs for ConAgra Foods. Reporting to the Chief Global Quality Officer, she has responsibility for the consumer experience, including driving actionable insights for the organization, ensuring early notification of trends impacting food ...


Pam Turner and Katherine Maloney
Blue Cross Blue Shield of Massachusetts
Pamela Turner is Director of Career Services at Blue Cross Blue Shield of Massachusetts where she created and leads the corporate career development program. Prior to this role, she held the position of Director of Organizational Development. She has over 20 years of management experi...


Kim Keating
Founder and CEO, Kenna Inc
Kim is the founder and CEO of Kenna Inc, a consulting firm of business performance specialists who advise companies on customer service and support operations. Kim also leads the SPOT Consulting contact center optimization practice focused on competitive analysis and business intellig...


Wayne Keeley
Director, Children's Advertising Review Unit (CARU)
Wayne J. Keeley is the Director of CARU and a Vice President of the Council of Better Business Bureaus. Mr. Keeley joined CARU from the National Advertising Division (NAD) of the Council of Better Business Bureaus, where he served as the Assistant Director for Development. During his ...


Katy Keim
Chief Marketing Officer, Lithium
Katy Keim serves as Lithium’s Chief Marketing Officer, leading all strategic marketing activities for the company including branding, positioning, communications, go-to-market strategy, and customer acquisition programs. She holds an MBA from the Kellogg Graduate School of Management,...


Lee Kennedy
Marketing Specialist, Global Response Call Center
Lee Kennedy is a Marketing Specialist working for outsourced call center Global Response. Global Response has been establishing positive customer relationships for more than 30 years. They specialize in call center outsourcing, brand management, and tech support.


Tahir Khan
Service Delivery Leader for India Customer Service, AOL
Tahir Khan is a call center operations expert with nine years of experience. Through Khan's career assignments he has been associated with companies such as Sitel, Dell, Convergys, Bellsouth (Later AT&T), AOL Broadband UK and Talk Talk. He has developed and led various customer experi...


Suzanne Kilner
Director Unified Communications, Cisco
In her role as Director, Collaboration for Cisco Canada, Suzanne Kilner directs a nationwide team of Sales Specialists and System Engineers.  Kilner works with Cisco customers and partners with the deployment of Cisco Collaboration solutions, including Cisco Unified Contact Ce...


Julie Kline
Director of Sales, VoltDelta on Demand
Julie Kline has 15 years of experience in providing comprehensive contact center solutions and integrated voice applications to the enterprise market. As Director of Sales, she is responsible for new client relationships for VoltDelta’s Contact Center OnDemand and Hosted Speech solut...


Brian Kling
Community & Social Media Program Manager, Autodesk
In addition to leading and managing these global programs for his division, Brian is a member of Community & Social Media core teams at Autodesk, collaborating across business units to develop and drive overall strategy and direction for the company. He is passionate about leveraging...


Andrew Knight
Director of e-Commerce, Case-Mate
Andrew Knight started his career in E-commerce nine years ago and has never left. He is currently the Director of E-commerce for Case-mate where he is responsible for all aspects of the online business including marketing, operations and customer experience. Prior to joining Case-mate...


Chris Knop
Director, Avasara Consulting Ltd
Chris Knop has over 17 years experience in the contact centre industry having worked in senior management roles for Shangri-La Hotels and Resorts, Worldcom and QANTAS Airways.   He is currently Director at Avasara Consulting Limited (www.avasara.biz) a consulting firm ...


Esteban Kolsky
Founder, ThinkJar
Esteban Kolsky is the Principal and Founder of ThinkJar, an advisory and research think-tank focused on Customer Strategies. He has over 22 years of experience in customer service and CRM consulting, research and advisory services. Most recently, he spent eight years at Gartner, fo...


Taylor Korsak
Guest Writer, Customer Management IQ
Taylor Korsak is a Journalism Major entering her senior year at Seton Hall University and is an editorial intern at IQPC, the parent company of Customer Management IQ. Taylor was a customer sales representative at Blockbuster Video for three years and is experienced in hands-on cus...


Melissa Kovacevic
Founder & President, CommPlan Consulting
Melissa Kovacevic is the Founder and President of CommPlan Consulting.  Melissa consults with Contact Center and Retail Customer Service clients on ways to improve and blend People, Process and Technology for a winning Customer Experience.  Her popular blog, “Customer Ser...


Susan Kressel
Customer Experience Manager, World Travel Holdings
Susan Kressel serves as Customer Experience Manager at World Travel Holdings (WTH), a multi-brand direct to consumer travel distributor and one of the nation’s largest online and offline leisure travel companies. Susan's role as Customer Experience Manager is focused on creating aware...


Nithi Kumar
Head of Customer Experience, Grameenphone
Work Experience: Insights Management, Business & Concept Development, Segmented marketing strategies, customer experience Telenor Group 2006 – present DiGi telecommunications – 2005 – 2006 TNS Global 2004 – 2005


Shyam Kumar
UP! Your Service
Shyam Kumar is the Client Engagement Manager for UP! Your Service, a customer service solutions company. Kumar advises in the the areas of leadership, actionable education and “The 12 Building Blocks of Uplifting Service Culture.” Shyam also manages marketing execution and technolo...


Jason Lackey
Innopath


Ken Lahti, Ph.D.
Director of Product Strategy and Innovation, PreVisor
Dr. Ken Lahti has more than 10 years experience in the field of personnel selection and assessment. In his current role, he works with Fortune 500 clients at the intersection of business and science, designing technology-enabled selection systems to meet strategic talent management go...


Blake Landau
Senior Editor, Customer Management IQ
Blake Landau is the Senior Editor of Customer Management IQ, an online portal for sharing ideas, best practices and solutions within the business professional community. Prior to Customer Management IQ Blake worked at IQPC as a producer of business conferences in technology, h...


Paul Lang
SVP of Product Management and Marketing, LiveOps
Paul is responsible for spearheading the strategy, initiatives and operations relating to the LiveOps On-Demand Contact Center Platform, as well as leading the company’s enterprise product team. Paul’s distinguished career spans over 20 years of management experience in the contact...


Steve Latham
Founder, Spur Interactive
Steve Latham started Spur Interactive to help companies better utilize the Web as a means for growing their business. Since starting the company in 2002, Latham has developed and implemented successful online strategies for FedEx Kinko's, Southwest Airlines, Amegy Bank, Tyrell, Inc., ...


Brent Leary
Co-Founder and Partner, CRM Essentials
Brent Leary is Co-founder and Partner of CRM Essentials LLC, a CRM consulting/advisory firm focused on small and mid-size enterprises. CRM Essentials has trained thousands of business people on the benefits and best practices of implementing CRM strategies and technologies. CRM Essent...


Janet LeBlanc
Director, Customer Value Management, Canada Post
Janet LeBlanc is internationally recognized for her work in using customer value and loyalty to drive transformational change. As Director, Customer Value Management, LeBlanc has successfully led the integration of customer value and loyalty into one of Canada’s most recognized brands...


David Lee
Principal, HumanNature@Work
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 arti...


Sampson Lee
President, G-CEM
Sampson Lee, the founder of G-CEM, created three U.S. patent-pending customer experience management methodologies. Lee and his international partner team conduct their Global CEM Certification Program in London, Amsterdam, Paris, Dubai, Hong Kong, Shanghai, Singapore and San Francisco...


Dick Lee
Founder and Principal, High Yield Methods
Dick Lee is founder and principal of St. Paul, Minnesota-based High-Yield Methods, a boutique consulting firm focused on helping clients achieve external alignment with customers and internal alignment around customers. To deliver these outcomes, HYM employs a range of internally deve...


Greg Levin
Principal and Founder, Off Center LLC
Greg Levin, Principal and Founder of OFF CENTER, LLC., is one of the most unique and refreshing voices in the customer care industry. He has been researching, reporting on and satirizing contact centers and customer care since 1994 – first with ICM, a leading consulting and trainin...


Greg Levine
Principle and Founder, Greg Levin, LLC.
Greg Levin, Principal and Founder of OFF CENTER, LLC., is one of the most unique and refreshing voices in the customer care industry. He has been researching, reporting on and satirizing contact centers and customer care since 1994 – first with ICM, a leading consulting and trainin...


Larry Light
CEO, Arcature, LLC
Larry Light is CEO of Arcature, LLC, a leading global brand consultant. He served as Global Chief Marketing Officer for McDonald’s during 2002-2005, the crucial years of its marketing turnaround. Working with organizations ranging from Nissan, 3M, to IBM, he has developed breakthro...


Devora Lindeman
Partner, Greenwald Doherty LLP
Devora L. Lindeman is a Partner with Greenwald Doherty LLP, a labor and employment law firm exclusively representing management in relationships with employees and unions, with offices in New York, New Jersey, and Connecticut. She provides management training to employers and emplo...


Brad Lindemann
Chief Results Officer
Brad Lindemann is a sales & operations leader, currently active as Chief Results Officer for a private performance improvement consultancy.  Recognized by organizations and client partners as a seasoned transformational change leader, Mr. Lindemann leverages his 22+ years of c...


Martin Lindstrom
Founder, Lindstrom Company
Martin Lindstrom is the New York Times and Wall Street Journal best-selling author of Buyology - Truth and Lies About Why We Buy (Doubleday New York). Lindstrom is the CEO and Chairman of the LINDSTROM company and the Chairman of BUYOLOGY INC New York and BRAND sense Agency London. ...


Alex Loach
Head of Customer Services, Serif
As Head of Customer Services at Serif (Europe) Ltd the role sees me responsible for overseeing all service, support and fulfillment functions including providing insight and recommendations on how to improve other functions within the company to enhance overall customer experience....


Alex Lopez
Customer Care Manager, Cemex
Alex J. Lopez is an operations specialist with 20 years of experience in order fulfillment management, contact centers, and warehousing/distribution. He began his career as a 92Y Unit Supply Specialist with the 99th Support Squadron of the 2nd Armored Cavalry Regiment of the US A...



Victoria Lozano
VP of Marketing, Crayola
Victoria Lozano is currently Vice President of Marketing at Crayola LLC. In her role, she is responsible for the leadership of all marketing efforts for Crayola, including management of the existing business, new product development, consumer advertising and promotions, education mar...


James Lucas
CEO, Luman International
James R. Lucas is a recognized authority on leadership development and cultural design. He is a groundbreaking author and thought leader, provocative speaker, and experienced consultant on these crucial topics. Lucas is President and CEO of Luman International, a firm with a mission s...


Brian Lusk
Manager of Communication, Southwest Airlines
I joined Southwest in 1995, as a Reservations Sales Agent, and then I moved to the communications group in the Executive Office. In late 1995, I was asked to be on the team that was developing Southwest’s new corporate blog. When Nuts About Southwest debuted in April 2006, it was the...


Laurie Lynch Flick
Partner, Pillsbury Winthrop Shaw Pittman LLP
Laurie Lynch Flick is a partner in the law firm Pillsbury Winthrop Shaw Pittman LLP. She advises media, content providers and advertisers to assure that their promotional activities on-air and online comply with regulatory requirements, and is especially interested in activities direc...


Chad Lyne
Director of Strategy, Alpine Access, Inc.
Chad Lyne is Director of Strategy for Alpine Access, Inc., the leading provider of employee-based virtual contact center solutions and services. Recently named the best contact center and CRM outsourcer for client satisfaction by Datamonitor’s Black Book of Outsourcing, Alpine Acce...


Margaret Magner
SVP, Wachovia
Margaret Magner is a senior learning manager at Wachovia Corporation. She has been in the learning and development industry for over 15 years. Magner began her career in the greater Washington DC area as a technology trainer. Coming back to her home state of North Carolina, she contin...


Tim Manners
Founder, CEO and President, David X Manners Company
Tim Manners is editor and publisher of The Hub, a print magazine dedicated to exploring insights, ideas and innovations as the ultimate driver of effectiveness in marketing. Readers include approximately 3,000 senior-level, client-side executives in Fortune 1000 marketing departments ...


Harley Manning
Vice President, Research Director Servicing Customer Experience, Forrester Research
Harley serves Customer Experience Professionals. He leads a team of analysts who cover topics ranging from strategy and design to metrics, and he is the co-author of Forrester's latest book, Outside In: The Power of Putting Customers at the Center of Your Business.r ...


Rick Mans
Social Media Evangelist, Capgemini
Rick Mans works for Capgemini as a social media strategist. Nowadays he lives and loves social media, helping people and enterprises in using social media in a way that adds value for them. He also gives guest lectures at several universities to make students aware of the impact socia...


Mary Ann Markowicz
Managing Director, The Service Leader
Mary Ann Markowicz is the Managing Director of The Service Leader, a management consultancy that helps companies improve their customers’ experiences.  In this capacity, Mary Ann and her team work with organizational leadership to design, implement, measure, and improve multi-...


Flavio Martins
Customer Service Management Coach, TheMana.Gr
Flavio Martins is the Customer Service Management Coach and a featured blogger of customer experience management, customer service management, and creating loyal customers through awesome customer service.


Guy Maser
SVP Marketing, GlobalSpec
Guy Maser is Senior Vice President of Marketing for GlobalSpec (www.globalspec.com), a leading specialized vertical search, information services and e-publishing company serving the engineering, technical and industrial communities. Maser is responsible for Marketing, Product Developm...


Syed Masood
AM Client Services, i2Inc


Alex Matjanec
Co-Founder, MyBankTracker


Kimarie Matthews
Vice President, Social Web, Wells Fargo
Kimarie Matthews is Vice President of Social Web for Wells Fargo's Internet Services Group. For more than 12 years Kimarie has been helping improve customer experience in financial services. Kimarie is proud to be on the front lines of proactive customer support, managing Wells Fargo’...


Matt McConnell
Chairman, President and CEO, Intradiem
Matt is chairman, president and CEO of Intradiem. Matt co-founded Intradiem in 1995 with a vision of helping companies increase the level of customer service they deliver by improving the performance of their agents. Today, Intradiem is a leader in its market with more than 450,000...


Tim McDaris
Director of Operations for Recruitment Process Outsourcing, FurstPerson
As a FurstPerson Director, Operations for Recruitment Process Outsourcing, Tim is responsible for the delivery of legally defensible recruitment and hiring functions across multiple contact centers in the United States.  Tim’s main function is to ensure his onsite FurstPerson ...


John McGee
President and Global Operating Officer, Thunderhead
John McGee is President and Global Chief Operating Officer of Thunderhead, a leader in seamless, multi-channel personalized and on-demand communications. Thunderhead changes the way companies engage with their customers, enabling measurement and learning from every interaction to d...


Bill McGovern
Director NAM Customer Service Center, ABB
Bill McGovern is the ABB Director of North America Customer Service Center & Common Service Applications, responsible for the continued integration of front-end processes between business units and the five divisions to facilitate the "One Face of ABB" for end-customers. In this role ...


Judy McKee
co-Founder, McKee Consulting LLC
Judy McKee is a nationally known motivational speaker, seminar leader, sales trainer and author. Her personal philosophy of motivation through education and commitment shines clearly throughout her presentations. McKee began her career as a call center representative and knows the bus...


Christina McKeon
Senior Director, Product Marketing, Oracle
Christina is Senior Director of Product Marketing at Oracle where she is responsible for service automation as part of the overall customer experience. Her coverage includes emerging service channels, with a focus on social customer service. She has moderated and participated in panel...


Jenni McKienzie
Senior Business Support Analyst, Travelocity
Jenni McKienzie is the voice interaction designer, etc. at Travelocity where she is responsible for about 40 different call flows. She has lead design efforts for many complex speech applications across various domains. In addition to design McKienzie is frequently involved in grammar...


Eric McKirdy
Global Customer Care Manager, Ask.com
Eric McKirdy oversees Ask.com’s worldwide Customer Care and Technical Support operations and is the primary point of contact for all user-submitted product feedback across all Ask.com web properties. Since joining Ask in 2010, Eric has worked to completely revamp the company’s overall...


Drew McLellan
Founder, McLellan Marketing Group
Drew McLellan gets branding and marketing and he desperately wants you to get it too. So he tells stories, asks questions, and milks sacred cows. All to help clients discover their brand so they can create authentic love affairs with their customers. McLellan has not only survived 20 ...


Bruce Mendelsohn
CEO, The Hired Pen
A marketing, communications and branding leader with a proven record of success in conceiving and implementing successful business development, customer service and public relations campaigns, Bruce Mendelsohn is currently CEO of The Hired Pen. The Hired Pen is a full-service marketin...


Alain Meric
Director, Customer Experience Transformation, Etisalat
Alain started his career in the hospitality industry at the Intercontinental Carlton in Cannes and then Disneyland Paris where he developed a passion for outstanding customer experience and branded service differentiation. He then moved to the UK and helped companies such as T-Mobile ...


Norman Merritt
President and CEO, iQor
Having joined iQor in 2003 as the CFO, Norm has been integral to the business’ success through the implementation of new processes and technology, the streamlining of operations, and his ability to create a foundation of financial stability to support expansion. Under his guidance, iQ...


Andrea Metcalf
Fitness Expert & Author, Naked Fitness
Andrea Metcalf's inspiring and approachable personality has helped her develop a reputation as a nationally recognized fitness identity, who is frequently featured as the lead health and fitness expert for the Sears and The Chicago Tribune blogs. Andrea is also a regular guest expert ...


Nicola Millard
Customer Experience Futurologist, BT Global Services
Dr Nicola Millard is a customer experience futurologist with BT. Despite working for a technology company, Nicola isn't actually a technologist and combines psychology with futurology to try and anticipate what might be lying around the corner for both customers and organisations (sa...


Mike Miller
Vice President, Customer Strategy, UTOPY
Mike is responsible for working with clients worldwide to develop targeted solutions to the many challenges and opportunities they face, specifically addressing how to improve sales performance, reduce operating costs, and drive higher levels of customer retention by improving sati...


Heidi Miller
Chief Conversation Officer, Spoken Communications
Heidi Miller is Chief Conversation Officer at Spoken Communications, a speech recognition technology company providing virtual call center solutions. She manages both online and offline conversations around speech recognition, contact centers and IVR technology through the company’...


Ayad Mirjan
Customer Experience Consultant, Moment of Goof
Ayad Mirjan’s interest in customer experience and customer service started when he was much younger growing up overseas and realizing that businesses tended to mistreat their customers unless there was a personal relationship or a mutual sense of familiarity. He went around trying ...


Brooks Mitchell, PhD
Professor, University of Wyoming
Dr. Brooks Mitchell is a professor of management at The University of Wyoming and the founder of Snowfly Incentives. He has written and published extensively in the field of turnover and human motivation in the contact center environment. Mitchell is a popular speaker and has been ...


Jeff Molander
Jeff Molander is author of Off the Hook Marketing: How to Make Social Media Sell, adjunct professor of marketing at Loyola University Business School and CEO of Molander & Associates. He blogs at www.offthehookblog.com and can be reached at jeff@jeffmolander.com. Jeff is differ...


Jodie Monger, PhD
Founder, Customer Relationship Metrics, LC
Jodie Monger, PhD, is the president of Customer Relationship Metrics, LC (Metrics) and a pioneer in conducting research to improve human capital and organization performance via the contact center. The multi-award winning team at Customer Relationship Metrics provides the expertise re...


John Moore
CTO, Swimfish
John Moore is the Chief Technology Officer and SVP of Engineering for Swimfish, a provider of crm, document management and business compliance solutions. For the last decade Moore has worked as a senior engineering manager for SAAS applications built upon the Microsoft technology stac...


Jamie Morin
SVP, Client Operations, Wix


Angela Morris
Founder, Quality Contact Solutions
Angela Morris is President and Founder of Quality Contact Solutions, a telemanagement services company with experience in inbound, outbound and e-contact service strategies. In addition to nearly 20 years of contact center management experience, Morris’ credentials include a B.S. in t...


Ian Moyse
Board Member, Eurocloud UK & Cloud Industry Forum


Mary Murcott
Call Center Futurist, Performance Transformations
Mary Murcott is a Customer Care Futurist who assists companies in transforming their customers’ experience. Murcott designs strategies, roadmaps and develops the technical and leadership competencies within companies to deliver world-class service and sales at best-in-class economi...


Judy Murdoch
Principal, Highly Contagious Marketing
Judy Murdoch is the owner of Highly Contagious Marketing, a Denver-based company that helps clients develop what is popularly referred to as “viral marketing:” marketing that is so memorable and intriguing that people can’t help but tell others about what they’ve seen and heard. ...


Kim Musgrave
Customer Satisfaction Manager, McDonald's
Kim Musgrave joined McDonald’s as Manager of Social Media in June, 2009. Kim collaborated with Marketing, PR and Communications teams to formulate the social media strategy and customer engagement tactics for Twitter. Kim has over 20 years experience in marketing working with large br...


Brooke Musterman
Author & Speaker, Reptiles on Caffeine


Mohan Nair
Director, Nair Consulting Group
As Director of Continuous Improvement, Mohan oversees Nair Consulting Group’s core operational functions, including workforce management training and implementing quality optimization strategies using cutting edge technology as a key lever in the new era of business.


Kate Nasser
President, CAS, Inc.
Kate Nasser, The People-Skills Coach,specializes in customer service, teamwork, and leading change.  Kate delivers workshops, webinars, consulting/coaching to create truly memorable and profitable customer relationships. Her natural intuition about people is strengthened by a ...


Richard Natoli
Richard Natoli is currently responsible for managing all Contact Center functions for Stroll/ Internet Order LLC, an Inc 5000 and Philly 100 Internet marketing company located in Philadelphia, PA. He has held positions in multiple roles ranging from Customer Service Rep to General ...


Rebecca Newton
Chief Community & Safety Officer, Mind Candy - Moshimonsters.com
As Chief Community & Safety Officer at Mind Candy Ltd., Rebecca Newton is primarily responsible for developing, implementing and managing public policy, community, customer services, moderation and safety efforts across a diverse range of services for young people, including Moshimons...


Baochi Nguyen
Public Relations and Social Media Manager, Boingo Wireless
Baochi Nguyen manages the PR and Social Media program at Boingo Wireless, a global leader in Wi-Fi hotspots. Baochi is the very definition of a social media junkie: when she’s not at her computer monitoring Twitter, Facebook, LinkedIn, YouTube and flickr, she stays connected with not ...


Joakim Nilsson
Head of Social Media, BetClic Everest Group
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 ...


Joakim Nilsson
Head of Social Media, BetClic Everest Group
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 ‘st...


Joakim Nilsson
Principal, Nilsson Consulting
Joakim Nilsson have been in the digital space since 1997. During the last 7 years he held a number of positions within the online gambling industry, most recently as Head of Social media for Betclic Everest group, one of Europe’s largest online gambling groups. Joakim is also an ap...


Daniel Olduck
VP Strategy, Paid Search, Acronym Media
Daniel recently joined our U.S. office after spending three years in our Singapore office. He specializes in regional PPC initiatives and is responsible for supervising Acronym’s PPC team. With particular expertise in the technology and hospitality and travel and retail industries, Da...


Mitchell Osak
Principal, Quanta Consulting
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 managem...


Mitchell Osak
Principal, Quanta Consulting
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 manage...


Mitchell Osak
Principal, Quanta Consulting
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 C...


Stefan Osthaus
Founder and Managing Director, MyBalance
Stefan Osthaus is the founder of mybalance, an institution for Life Balance self-improvement and consultancy. He has more than fifteen years of leadership experience in global corporations and has successfully driven Life Balance programs tying sustainable employee environments togeth...


Michael Pace
The Pace of Service
Nationally recognized leader and speaker of Social Media Support and Community strategies. Skilled in balancing company’s best interests with customer needs to achieve business goals. Expert leader and coach with proven record of motivating high-performing teams to exceed both pers...


Alain Paquin
Founding President and CEO, Whatsnexx
Visionary entrepreneur driven by his passion for Marketing, Technology and Innovation.  Founding President and CEO of Whatsnexx, a marketing automation company developing cutting edge software solutions. Prior to Whatsnexx, he was founding President and CEO of Komunik (TSX:KOM...


Paula Klee Parish
Founder, PaulaKleeParish.com
Paula Klee Parish is the author of the recently published The Journey to Be Your Own Best Friend, which focuses on personal and professional development, building relationships, communication issues and personal growth. Her book is available at local bookstores such ...


Kellie Parker
Community Manager and Social Media Strategist, SEGA of America
Kellie leads a 4 person community team for SEGA of America. Her team is responsible for creating and executing community and social media strategies to support SEGA’s games, including console titles, virtual arcade titles, and online role playing games. Her team manages forums, blogs,...


Glenn Pasch
President, Improved Performance Solutions


G. Thomas Herrington and Patrick T. Malone
The PAR Group
G. Thomas Herrington, Senior Partner Part of The PAR Group since 1993, Senior Partner Tom Herrington spent over 10 years at IBM in operations, training and sales management. He served as IBM National Accounts Marketing representative in Chicago, Marketing Manager for Illinois and th...


Shannon Paul
Shannon is the Social Media Manager at Blue Cross Blue Shield of Michigan and she also writes about social media for business at the Very Official Blog, a blog listed in the Advertising Age Power 150. Prior to her current role, she managed social media for PEAK6 Online, parent comp...


Jody Pellerin
Marketing Director, Phase Ware, Inc.
Jody Pellerin is the Director of Marketing for PhaseWare, Inc., a developer of customer service and support software.


Alan Pennington
Managing Director, Mulberry Consulting
Alan has been responsible for the design and deployment of customer experience programmes in large service organisations for over 20 years, clients have included Citibank, Emirates Airlines, UPS, Aon, Reed Elsevier, British Council and Merrill Lynch. His career started in blue chip fo...


Octavio Perales
Business Application Lead, Oracle
Octavio Perales is the Practice Lead for Laurus’ Business Application—Oracle’s consulting practice. Perales excels in the building of high performing teams, identifying leading business trends, developing industry specific consulting services solutions. He shows an absolute commitment...


Natalie Petouhoff
CEO, Social Business Builders
Dr. Natalie (http://www.drnatalienews.com) is a leading expert, often quoted in the press and provides commentary as a guest expert on radio and television on how the top companies provide great experiences and retain loyal customers as well as how sometimes companies completely miss ...


Dru Phelps
Value Partner, 4D-CRM.com
Dru Phelps, an independent Value Partner, shares 23 years of pragmatic expertise in customer service, quality satisfaction and performance motivation. Her pragmatic approach to business tactics helps optimize loyalty with engaging roundtables, clinics and conferences, proven by diagno...


Nancy Porte
Voice of the Customer Program Director, Vovici
With over 20 years experience, Nancy Porte is responsible for the Voice of the Customer program while managing customer support, customer training and CRM systems. Prior to joining Vovici, Porte most recently served as Senior Director, Technical Field Operations at Approva, a provide...


Monica Postell
Impact Learning Systems
With a background in performance improvement and instructional design, Monica Postell works with Impact Learning Systems in designing and deploying training and development programs that foster real customer loyalty. You can find Monica tweeting for @impactlearning as ^mp and ...


Michael Pranikoff
Global Director of Emerging Media, PRNewswire
Michael Pranikoff, Global Director of Emerging Media at PR Newswire, is responsible for educating PR Newswire staff and customers about the role emerging media in marketing / communications. Michael is also involved in the development of products and services for PR Newswire in the a...


Jason Price
Consultant, Price Perrott
Dr Jason Price is an independent consultant specialising in business change in complex customer service environments in the public and private sector. He has over fifteen years international experience as a consultant and senior operational leader in contact centres, CRM and co...


Bill Price
Founder, Driva Solutions
Bill Price started Driva Solutions in September 2001 to help companies achieve the delicate balance between cost containment and greater customer loyalty via their contact centers and other customer-facing operations. He also co-founded the 10-country LimeBridge Global Alliance and th...


Jaime Punishill
Global Head Wealth Online, Thomson Reuters
Jaime Punishill is the global head of wealth online at Thomson Reuters. In this capacity, he oversees the products and services that provide more than 500 wealth management firms with Thomson Reuters content for digital redistribution to their customers. Previously, Jaime was the head...


Jim Rainville
Principal Sales Engineer, Oracle
Jim Rainville is a Principal Sales Engineer for Oracle. With over 25 years developing and selling software, Jim currently works with Oracle’s LiveHelp product line which connects end customers via voice, chat and email to a unified contact center desktop tool. Jim has been instrumenta...


Wim Rampen
consultant, CCI
Wim Rampen is a seasoned manager and consultant who is creative, analytic and passionate about customer-centric service. He helps senior customer service managers and executives maximize results through managed customer (service) experiences. Before his consulting career Rampen manage...


R. Eric Reidenbach
Principal, Market Value Solutions
Dr. Eric Reidenbach is the Director of the Six Sigma Marketing Institute. He is the author of Listening to the Voice of the Market: How to Increase Market Share and Keep Customers Satisfied (Productivity Press) and Six Sigma Marketing: From Cutting Costs to Growing Market Share (ASQ)....


Jim Rembach
Beyond Morale
Jim Rembach is Chief Spokesman for Beyond Morale and Customer Relationship Metrics which focuses on customer and employee engagement.  The firms assist companies in applying the science of people for business success.   



Stephen Riddell
Vice President and Chief Operating Officer, Blinds.com
Awarded 2013 National Senior Sales Executive of the Year Stevie Award for Excellence in Sales and Customer Service as well as two Silver Stevie's for Best Customer Service Team and Sales Innovation of the Year. Awarded 2010 Leader of the Year Award and Blinds.com won the AMA Marketer ...


Laura Ries
Cofounder, Ries & Ries
Laura Ries is a leading marketing consultant, bestselling author and television personality. Since 1994, Laura has run Ries & Ries, a consulting firm with her partner and father, the legendary positioning pioneer, Al Ries. Together they consult with Fortune 500 companies on brand s...


Sean Risebrow
Director of Customer Experience, Virgin Media
Sean Risebrow is Director of Customer Experience for Virgin Media. Virgin Media delivers ultrafast broadband connections to over half of all UK homes, with speeds of up to 100Mb, has developed the most advanced interactive television service, bringing together broadcast TV, thousands...


Maura Sullivan and Rob Siefker
Customer Loyalty Team, Zappos
Rob Siefker grew up in Colorado. He has a BA in history from the University of Santa Clara. Maura Sullivan grew up in the Bay Area and has a BA in anthropology from Sonoma State University. They both started at Zappos.com in San Francisco answering phones in the Customer Loyalty Team ...


Zac Robinson
Marketing Manager, CSG International
Zac Robinson directs the Solution Marketing practice for CSG’s Interactive Messaging (IM) division which provides cloud-based Customer Interaction Management and Virtual Contact Center Infrastructure solutions. Working closely with industry media and key influencers, as well as pro...


Paul Roemer
Partner, Clinton Rubin
With over 25 years’ experience working in a wide array of executive management positions, Paul Roemer is known for his thought leadership in CRM/CEM and possesses expertise in P&L management, international business development, process reengineering and strategy design/execution. He i...


Martin Roll
Founder, VentureRepublic
Martin Roll is a world-renowned thought-leader on value creation through brand equity. He facilitates business leaders and organizations to think bold for future strategies. By focusing on building and managing successful businesses through iconic brands, Roll helps boardrooms to enha...


Michele Rowan
former VP of Performance Management and Contacts, Hilton
Michele Rowan has spent the last 15 years of her career exclusively in leadership roles in the customer contact environment, spanning the USA and International markets, with management of over 15 languages in a global market of 3000 full time equivalents. For the past 12 years, Row...


Jeff Russell
Managing Director, The Outsourcing Institute
Mr. Russell is the Managing Director, Contact Center Marketplace Solutions at the Outsourcing Institute based in New York. With more 22 years experience, Jeff is considered a pioneer in the customer contact center outsourcing industry. Specifically, he helped birth the industry in I...


Nedra Sadorf
COO, Hunter Business Group
Nedra L. Sadorf is the Chief Operating Officer at Hunter Business Group based in Milwaukee, Wisconsin. Sadorf has over 15 years of experience in implementing solutions for customers. Her passion is driving meaningful business results through understanding, measurement and implementati...


Lon Safko
Author, Social Media Bible
Lon Safko is a remarkably creative person. He is the creator of the “First Computer to Save a Human Life.” That computer, along with 17 other inventions and more than 30,000 of Safko‘s papers, are in the Smithsonian in Washington, D.C. He has created numerous hardware and software sol...


Lon Safko
Author
Lon Safko is an author of remarkable breadth. He has written seven innovative best selling books, which have shown corporations how to train managers to think creatively, detailed the secrets of launching a successful online business and related stories about the serendipity of life. ...


Brian Salvatori
Vice President, Business Development, SPi Global
Throughout the past sixteen years in Call Center leadership and management, Brian has demonstrated a strong understanding of the industry. He has consistently demonstrated excellence by exceeding objectives and expectations, thereby earning the reputation as a key resource for efficie...


Randy Saunders
Customer Experience Management Program Director, Cincom Systems


Gina Scanlon
Editor at Customer Management IQ, IQPC
Gina Scanlon is proud to begin her role as the new editor for CMIQ. Gina has been published in numerous formats, including print, web and academia. A Florida native and graduate of the University of Central Florida, Gina has lived and studied overseas where she earned a Masters at ...


Neal Schaffer
Neal is recognized as a leader in helping businesses and professionals embrace and strategically leverage the potential of social media. An award-winning published author of Windmill Networking: Maximizing LinkedIn and frequent social media conference speaker, Neal is President of ...


Neal Schaffer
President, Windmills Marketing
Neal Schaffer is the creator of the Windmill Networking Blog on Social Media Strategy and is also the President of Windmills Marketing, a social media marketing strategic consultancy that has helped several companies from a variety of industries with their social media strategy creati...


Lisa Schulman
Global Head, Call Center Week Portfolio, IQPC
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 p...


Justin Schuster
VP of Enterprise Products, MarketTools, Inc.
Justin Schuster is Vice President, Enterprise Products for MarketTools, where he leads product strategy for MarketTools CustomerSat and MarketTools Market Research Suite. With more than a decade of experience in software and services, Justin has held management positions at Symante...


Gary Schwartz
VP Marketing, confirmit
Gary Schwartz serves as senior vice president of marketing at Confirmit (www.confirmit.com), a leading provider of software for Market Research, Customer Feedback and Employee Feedback.


Tim Searcy
CEO, American Teleservices Association
Tim Searcy has been involved in the direct marketing industry for over 30 years, beginning at the age of 10. He has had the privilege of serving as a senior executive in the largest and fastest growing direct marketing companies in the world, including West Teleservices, APAC Teleser...


Anneke Seley
CEO, Phone Works
Anneke Seley is the CEO and founder of Phone Works, a consultancy that helps large and small businesses build and restructure sales teams to achieve predictable, measurable and sustainable sales growth. As the 12th employee at Oracle, she designed the company’s revolutionary inside sa...


Filiberto Selvas
Principal, SocialCRM.net
A thought leader in the social media and overall digital spaces, Mr. Selvas has more than eight years of distinguished experience in the social media field. Key roles have included work with Microsoft, Razorfish and multiple social media startups and independent consulting endeavors....


Mary Shanley
TTC Marketing Solutions
TTC Marketing Solutions was created by sisters Mary and Noreen Shanley in 1984. The company has been consistently recognized as a leader in the telemarketing services industry for its innovation, quality and ability to deliver results for its clients. TTC has built its reputation t...



Colin Shaw
Founder & Author, Beyond Philosophy
Colin Shaw is a successful entrepreneur and author of three international best-selling books: Building Great Customer Experiences (2002), Revolutionize Your Customer Experience (2004), The DNA of Customer Experience: How Emotions Drive Value (2007); and has just co-authored a fourth b...


Clara Shih
CEO, Hearsay labs
Clara Shih created Faceconnector (formerly Faceforce), the first business application on Facebook. She is a frequently invited speaker at social media conferences around the world, including Web 2.0 Expo, Enterprise 2.0, Netgain, Software Business Online, Social Ad Summit and Toronto ...


Amir Shub
Vice President, Head of Business Transformation, LivePerson
As the Head of Business Transformation at LivePerson, Amir Shub is responsible for identifying and executing strategic initiatives that transform business growth. In his role, he manages co-innovation efforts with strategic customers to develop new success stories and innovative use c...


Michele Shuster
Partner, MacMurray Petersen & Shuster LLP
Michele Shuster is a partner with the law firm of Mac Murray, Petersen & Shuster. She has extensive experience in assisting clients involved in highly regulated industries. Ms. Shuster managed the Ohio attorney general’s consumer protection and crime victim services divisions from 19...


Shawn Siegel
Online Content Manager, Customer Management IQ


Jeff Simmermon
Director of Digital Communications, Time Warner Cable
Jeff Simmermon is the Director of Digital Communications at Time Warner Cable. His role there includes editing TWC’s corporate PR blog, ‘Untangled’ and directing TWC’s PR social media strategy. Jeff’s previous work in early social media also includes his tenure as a Blog Programming M...


Phil Simon
Phil Simon is the author of the The New Small (Motion, 2010), Why New Systems Fail (Cengage, 2010) and The Next Wave of Technologies (John Wiley & Sons, 2010). He consults companies on how to optimize their use of technology. His contributions have been featured on The Globe a...


Avi Singer
Vice President of People, Undertone Networks
Avi Singer is the Vice President of People for Undertone Networks. Additionally, he is an Organizational Development professional who has held various Learning and Organizational Development Positions at Blue Man Group, Google and DoubleClick. At DoubleClick he was responsible for ...


Ashish Singru
Senior Manager of Marcom Insights & Analytics, Microsoft
Ashish Singru is Senior Manager of Marcom Insights & Analytics for Microsoft Corporate Marketing. Singru leads the practice of synthesizing consumer insights and applying advanced analytics for planning campaign media strategies and allocating media dollars, with the goal of maximi...


Josh Sippola
Talk to Qwest Team Lead, Qwest
Joshua


Anne Slough
Director, Customer Loyalty Practice, LSA
Anne Slough is a top-producing, seasoned professional with over 15 years of experience in sales, sales management and consulting in national and global markets. She is currently the Director of the Customer Loyalty Practice at LSA Global. For more information on LSA Global ple...


Shaun Smith
Founder, Shaun Smith Co.
Shaun Smith speaks and consults internationally on the subject of the customer and employee experience.His first book Uncommon Practice: People Who Deliver a Great Brand Experience investigates how leading brands differentiate, and his second book Managing the Customer Experience: Tur...


Ken Smith
Chief Technology Architect, Purple Heart
Chief Technology Architect of the Veteran's Vocational Technical Institute, Purple Heart Cars, Purple Heart Call Center, Purple Heart Radio, Purple Heart Tech Support, Purple Heart Services and over 40 current websites. Ken Smith provided the vision and has overseen the implementation...


Dennis Snow
President, Snow & Associates
Dennis Snow is a business author, speaker and consultant who helps organizations develop world-class customer service. A new edition of his book, Unleashing Excellence: The Complete Guide to Ultimate Customer Service has just been published by Wiley & Sons. He can be reached at www...


Tyson Snow
Partner, Mumford West & Snow
Tyson B. Snow is an intellectual property and employment law litigator at Mumford West & Snow LLC in Salt Lake City, Utah. His IP litigation practice focuses on trademark and trade dress disputes, cybersquatting, copyrights, and other technology related issues, including emerging soci...


Brian Solis
Brian Solis is principal at Altimeter Group, a research-based advisory firm. Solis is globally recognized as one of the most prominent thought leaders and published authors in new media. A digital analyst, sociologist, and futurist, Solis has studied and influenced the effects of e...


Micah Solomon
Micah Solomon - Business Keynote Speaker - Customer Service Bestselling Author - Consultant: Customer Service, Customer Experience, Marketing, Business Leadership, Entrepreneurship & Intrapreneurship Please visit http://www.customerserviceguru.com for free video and chapters o...


Herb Sorensen
Founder, TNS Sorensen
Herb Sorensen, Ph.D. is CEO and president of TNS Sorensen, the leader in helping manufacturers and retailers assess product and package performance, the purchase decision process, category management, promotional impact and shopper behavior. At TNS Sorensen, Sorensen presides over the...


Robert Spector
Principal, Tunnell Consulting
Life Sciences – Pharmaceutical, Biotech and Medical Products / Devices Focus areas include supply chain, operations and product development 18+ years of Management Consulting experience. Lean and Six Sigma experience dating back to 1992; certified Lean / Six S...



Kevin Stirtz
Founder, Amazing Service Guy
Kevin Stirtz, “The Amazing Service Guy,” helps companies increase revenue and profits by improving customer service. He’s a professional speaker and trainer and has spoken to hundreds of audiences across the United States and Europe on how to improve customer service. Stirtz has ...


Sue Schaefer and Sue Wyman
Jivaro Group
Sue Schaefer As a former Fortune 100 company officer, Sue Schaefer has more than two decades of senior management experience in the consumer and business technology industry. She has met the challenges of building human capital while facing day-to-day business demands. Her current wo...



Marilyn Suttle
Founder, Suttle Enterprises
Marilyn Suttle (Novi, MI) is the founder of Suttle Enterprises LLC, through which she has taught thousands of people across the country how to have happier, more productive relationships with customers.


Shari Swan
founder, Streative Branding
Shari Swan is the founder of Streative Branding, an Amsterdam-based strategic design and brand intelligence agency that turns raw, rich consumer insight from the streets into innovative brand strategy, product and services. Currently, the former Business and Product Director of Reebok...



Mark Tamis
Blogger, MarkTamis.com
Mark Tamis has been in Enterprise Software for most of his career, Tamis helps companies use Social Media to improve the way they do their business. Through Social Media analytics Tamis helps companies understand what makes customers tick. Tamis is a thought leader, blo...


Denise Tayloe
CEO, Privo
Denise Tayloe is the CEO of Privo - the first and only infomediary service & Safe Harbor to be recognized by the Federal Trade Commission (FTC) that delivers COPPA (Children's Online Privacy Protection Act) compliant registration, authorization and identity verification services.


Scott Taylor
Director of Field Service, Vivint
Scott Taylor is the Director of Field Service with Vivint - formerly APX Alarm Security Solutions. Scott has been with Vivint for over 10 years, and as one of Vivint’s Service Directors, he oversees projects and development for the Field Service team, which includes: 700 full time, an...


Colin Taylor
CEO, The Taylor Reach Group, Inc.
Recognized as one of the nation’s leading contact/call center pioneers and experts, Colin has received 30 Awards for excellence in Contact Center Management. He has held numerous leadership roles in the industry; a founder and past chair of the Contact/Call Center Council, a p...


Dan Taylor
Dan Taylor is a Digital Media Consultant based in Vienna, Austria. Dan works with brands to maximize their social footprint across the web via a variety of media channels. Dan specializes in social media campaigns and video production.


James Taylor
Author, Smart Enough Systems
James Taylor is the leading independent expert in Enterprise Decision Management. He has nearly 20 years experience designing, developing, releasing and marketing advanced enterprise software platforms and development tools. Taylor has across-the-board experience in software developme...


Bruce Temkin
Bruce Temkin is a customer experience transformist; helping large organizations improve business results by changing how they deal with customers. As part of this focus, he examines strategy, marketing, interaction design, customer service, and leadership practices. Temkin is Manag...


Tim Templeton
VP, Marketing, Tall Umbrella
Tim Templeton is Vice President of Marketing of Tall Umbrella, a cloud computing company focusing on delivering hosted technology solutions for the healthcare market. Templeton has developed successful telecommunications marketing campaigns for international companies such as MCI and...


Susan Terry
Global Sales Director, Aurix, an Avaya Company
Susan is the sales and go-to market lead for Aurix, responsible for channels and direct end-user engagements globally. Susan comes to Aurix with a strong history of leading product management and strategic market development initiatives for transformational technologies across many in...


Wayne Thomas
Senior Pre-Sales Consultant, Sysomos
Wayne is a Senior Pre-Sales Consultant with Sysomos, with over 15 years experience in various web-technologies, including: Software as a Service (SaaS) for financial services; cloud storage; and social media spaces. Wayne is primarily responsible for designing and conducting client de...


Michael Thomas
Effective Engagements
Michael Thomas is a well established authority on CRM (Customer Relationship Management) and Social CRM strategies and best practices. Michael is also known for his understanding of the Social and Mobile audience and how to engage this group on their terms. Thomas is Principal with Ef...


Robert Thompson
Director of National Activation, Radio Disney
Rob Thompson is the Director for Activation, at the Radio Disney Station Group. In this position, Mr. Thompson leads national, and multiple market new business development efforts, on behalf of the 32 owned and operated Radio Disney Stations. In Robert’s role, he oversees all creativ...


John Todor
Principal, The Whetstone Edge, LLC
John and Bill Todor are the principals of The Whetstone Edge, LLC, a customer-centric consulting firm that helps clients build customer equity by engaging customers online via social media and delivering compelling offline customer experiences. Their insights are based on an ongoing a...


Greg Troxell
Customer Care Supervisor, United Stationers Supply Company
Greg has 20 years of professional leadership experience and over 13 years working in various call center environments. During his career, Greg has worked at in-house centers, outsourced vendors and union shops primarily for business-to-business companies. Greg brings an energetic and...


John Tschohl
President, Service Quality Institute
For the last 32 years, John Tschohl has solely focused on helping organizations drive a service culture through his technology built on practicality, simplicity, and common sense. With his credibility and focus on empowerment, he has the ability to emotionally communicate the power...


John Turnbull
Managing Director, Connect Australia Pty Ltd.
John Turnbull is the founder and Managing Director of Customer Connect Australia Pty Ltd. He has helped organizations in a wide range of sectors succeed with their customer relationship/CRM programs over his 27-year career. His work at Customer Connect includes business consulting,...


Nesrin Umur
Analytics Leader, Chevron at GE Capital


Walter Van Norden
Director, TELUS International
Walter is Director, Marketing for TELUS International – a global contact center outsourcing provider to enterprise clients. He is an experienced business strategy professional with deep roots in the telecom and high technology sectors. With years of experience in management consulting...


Jan van de Venne
Senior Director Development Quality, Philips Electronics, Consumer Lifestyle division
Jan van de Venne is senior director Development Quality at Philips Electronics, Consumer Lifestyle division.   He has 30 years of experience in research and technology development organizations within Philips Electronics. His career comprises 4 years with Philips Resea...


Andre Vermaat
Customer Care Operations Director, UPC
After having finished his secondary education, André Vermaat joined the Royal Navy. During six years he combined travelling all over the world with getting a degree in business organization. After leaving, Vermaat continued taking courses in business organization and retail, am...


Ashley Verrill
CRM Market Analyst, Software Advice
Ashley has spent the last six years reporting and writing business news and strategy features. Her work has appeared in myriad publications including Inc., Upstart Business Journal, the Austin Business Journal and the North Bay Business Journal. Before joining Software Advice in 20...


Adam Wallace
Former Digital Marketing Manager, Roger Smith Hotel
Adam Wallace is the former Director of Digital Marketing for the Roger Smith Hotel, a family-run boutique art hotel in midtown Manhattan. In his three years there he had helped establish the hotel’s reputation as a pioneer in social media marketing. His work with the Roger Smith has l...



Kimberly Warrick
Client Service Centers Manager, New Jersey Shares
Kimberly Warrick currently works for New Jersey SHARES as their Client Service Centers Manager. Prior to her employment at SHARES she was Call Center Director for Yardville National Bank, which recently merged with PNC Bank. She began her call center journey as a rep at YNB where o...


Tim Washer
Senior Manager, Social Media, Cisco
Tim Washer is a social media manager for Cisco Systems’ Service Provider Marketing group. Prior to Cisco, he served as head of social media video production for IBM, where he wrote/produced the company’s most successful YouTube series, “The Art of the Sale.” His work has been covered...


Jim L. Watson
Founder, JL Watson Consulting
Jim helps organizations achieve excellence in the customer experience by improving their processes in sales, marketing and customer service.


Maynard Webb
LiveOps, LiveOps


Megan Webb-Morgan
Resource Nation
Megan Webb-Morgan is a web content writer for ResourceNation.com. She writes about small business, focusing on topics such as business sales.


call center week
Call Center Week


Nygel Weishar
Social Media & Community Relations Specialist, Sysomos
Nygel has worked closely with many worldwide organizations helping them strategize and set up their social media monitoring practices. With a degree in Commerce-Marketing from the Sprott School of Business, and extensive


Joe Wheeler
Executive Director, The Service Profit Chain Institute
Joe Wheeler is the Executive Director of The Service Profit Chain Institute, a Boston-based consulting firm dedicated to helping companies achieve better performance by improving the linkage between employees, customers and profits. The Service Profit Chain Institute was founded by...


Jeremy Whyte
Director, Customer Feedback and Reporting, Oracle
Jeremy Whyte is the Director of Customer Feedback and Reporting at Oracle where he oversees the company's customer feedback strategy and operations. Prior to joining Oracle in 2005, Whyte was responsible for the business loyalty program at Siebel Systems. Through various roles, Whyte ...


Dan Wiersma
Principal, MyGrayMatters
Dan Wiersma is Principal of MyGrayMatters, a consultancy providing executive-level expertise in improving their clients’ operational performance and customer satisfaction levels. Wiersma established MyGrayMatters in June 2009 following successful careers at Sony and Kodak, where he ra...


Melissa Willig
IQPC, IQPC


Doug Wilwerding
former CEO, Omnium Worldwide
Doug Wilwerding joined Omnium Worldwide, Inc. in 1986 as Director of Marketing and Field Sales. After positions in marketing and operations, Wilwerding started Accent Insurance Recovery Solutions as a division of Omnium in 1990. Wilwerding was president of Accent Insurance Recovery So...


Helen Winsor
Editor in Chief, Legal IQ, IQPC


Mike Wittenstein
Customer Experience Design Specialist
  For two decades, Mike Wittenstein has helped business leaders around the world differentiate their brands by dramatically improving their customer experience. In the process, those clients have gained market dominance, increased their sales, and/or discove...


Colette Yee
Director of Marketing, Utopy
Colette Yee heads up market insight and solution strategy at UTOPY–the pioneer in customer intelligence and performance optimization solutions powered by speech analytics. With her extensive international and cross-industry experience in CRM and Business Intelligence, she drives st...


Emily Yellin
Journalist and Author, Your Call is (not that) Important to Us
Emily Yellin is the author of Your Call Is (Not That) Important to Us (Free Press 2009) and Our Mothers' War (Free Press 2004), and was a longtime contributor to The New York Times. She has also written for Time, The Washington Post, The International Herald Tribune, Newsweek, Smit...


Harsh Zadoo
Senior Manager, Call Center Operations, Dell
Harsh Zadoo is enjoying a fulfilling career at Dell, which spans roles in Business Operations, Product group, Process Re-engineering, Data/Product/Services Quality and IT. His recent efforts continue to drive optimization of the company's Services and end-to-end processes. Zadoo’s ...


Daniel Ziv
Vice President of Customer Interaction Analytics, Verint
, Daniel Ziv is the Vice President of Customer Interaction Analytics, Verint Witness Actionable Solutions. Verint provides actionable intelligence software to organizations all over the world.  Its software transforms raw data -- video, voice or text -- into critical intellige...


Catherine van Zuylen
VP of Global Product Management, Attensity
Catherine van Zuylen serves as the vice president of global product management for Attensity, which provides text analytics solutions for Customer Experience Management (CEM). Attensity helps the world’s leading brands leverage multi-channel customer conversations as a business ass...




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