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.


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Lisa Abbott
Product Marketing Director
Genesys
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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 of customer satisfaction in their industry and reduced...
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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 of customer satisfaction in their industry and reduced...
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Speakers
Power player panel
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Amanda Anderson
Director of Marketing
Epicom
Amanda is the Director of Marketing at Epicom, leading CRM specialist and integrator, with a background in advertising, graphic design, product management, demand generation, and marketing strategy. Since joining Epicom in 2010, Amanda has helped to grow the company, expand its product and service offerings, and build and manage a great team of...
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Amanda Anderson
Director of Marketing
Epicom
Amanda is the Director of Marketing at Epicom, leading CRM specialist and integrator, with a background in advertising, graphic design, product management, demand generation, and marketing strategy. Since joining Epicom in 2010, Amanda has helped to grow the company, expand its product and service offerings, and build and manage a great team of...
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Dave Andrews
Director of Customer Experience Strategy and Reengineering
Pitney Bowes
Dave Andrews is the Director of Customer Experience Strategy and Reengineering at Pitney Bowes.
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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.
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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.

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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 America. I’m a frequent conference speaker, and write the...
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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 America. I’m a frequent conference speaker, and write the...
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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 received unprecedented recognition which has...
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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 received unprecedented recognition which has...
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Jim Bampos
Vice President
Customer Quality EMC Corporation
Jim Bampos is the VP of Customer Quality EMC Corporation, a company that brings tools, infrastructure, and analytics to help businesses identify, quantify, and improve on its Quality challenges.
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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.
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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.
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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 the senior analyst for contact centers at Current Analysis. Prior...
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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 the senior analyst for contact centers at Current Analysis. Prior...
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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 the introduction and execution of process and strategy management...
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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 the introduction and execution of process and strategy management...
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Colleen Beers
President of Operations
Alorica
Colleen Beers is Senior Vice President of Operations for Alorica, overseeing fourteen Alorica customer experience centers staffed by 12,000 team members in three countries, including the Philippines. She is responsible for developing world class customer engagement teams, innovating best practices that create amazingly great customer experiences...
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Colleen Beers
President of Operations
Alorica
Colleen Beers is Senior Vice President of Operations for Alorica, overseeing fourteen Alorica customer experience centers staffed by 12,000 team members in three countries, including the Philippines. She is responsible for developing world class customer engagement teams, innovating best practices that create amazingly great customer experiences...
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Colleen Beers
President of Operations
Alorica
Colleen Beers is Senior Vice President of Operations for Alorica, overseeing fourteen Alorica customer experience centers staffed by 12,000 team members in three countries, including the Philippines. She is responsible for developing world class customer engagement teams, innovating best practices that create amazingly great customer experiences,...
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Ed Benack
Chief Customer Officer
Acronis
Ed Benack is Acronis Chief Information Officer/Chief Customer Off.
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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 connects youth in foster care with adult mentors. Cory has...
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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 connects youth in foster care with adult mentors. Cory has...
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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. Adele has additional background in Sales, Marketing and Training...
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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. Adele has additional background in Sales, Marketing and Training...
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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. Adele has additional background in Sales, Marketing and Training...
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Michael Biondo
VP
Clear Channel
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Biondo
VP
Clear Channel
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Steve Blessing
Senior Vice President, Head of Treasury Management Client Services
Capital One
Steve joined Capital One in 2009 and has over 30 years of financial services experience, including 17 years in the Treasury Management field. Prior to joining Capital One, Steve held roles with ABN AMRO/LaSalle Bank, First National Bank Of Chicago and Fuji Securities, including leadership roles in the areas of Customer Service, Product...
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Steve Blessing
Senior Vice President, Head of Treasury Management Client Services
Capital One
Steve joined Capital One in 2009 and has over 30 years of financial services experience, including 17 years in the Treasury Management field. Prior to joining Capital One, Steve held roles with ABN AMRO/LaSalle Bank, First National Bank Of Chicago and Fuji Securities, including leadership roles in the areas of Customer Service, Product Management...
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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-grocer-store relationships and real-time customer service in a...
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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-grocer-store relationships and real-time customer service in a...
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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 marketing and strategic design, operational effectiveness and systems...
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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 marketing and strategic design, operational effectiveness and systems...
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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 marketing and strategic design, operational effectiveness and systems...
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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.
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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.
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Frank Bunge
Director of After-Sales Services in Europe
Axeda
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Frank Bunge
Director of After-Sales Services in Europe
Axeda
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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 Wisdom e-card go to: www.barbaraburke.com
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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 Wisdom e-card go to: www.barbaraburke.com
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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 Wisdom e-card go to: www.barbaraburke.com
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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 operations consultant. Ed’s career includes positions as a...
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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 operations consultant. Ed’s career includes positions as a...

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Doria Camaraza
Senior Vice President and General Manager for Credit Card Operations Service Center
American Express
Doria Camaraza is the Vice President and General Manager for American Express's Credit Card Operations Service Center.
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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 commentaries, which draw inspiration from empirical research...
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brian
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 commentaries, which draw inspiration from empirical research and real-world...
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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 commentaries, which draw inspiration from empirical research...
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brian
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 commentaries, which draw inspiration from empirical research and real-world...
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Founder and CEO
OpenSpan
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Peggy Carlaw
Impact Training
Impact Training
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Peggy Carlaw
Impact Training
Impact Training
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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, Alpine Access’ clients include ten of the Fortune 100...
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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, Alpine Access’ clients include ten of the Fortune 100...
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Ted Cart
Client Executive
SIMCOM
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Shawn B. Castle
Support Center Manager
Valvoline
Shawn B. Castle holds a Bachelor of Arts degree in Exercise Science from Morehead State University and a Master’s in Business Administration from Morehead State University. Shawn has over 15 years of management experience with help desk, customer care, and sales groups for Ashland Inc. Shawn’s experience includes experience with...
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Shawn B. Castle
Support Center Manager
Valvoline
Shawn B. Castle holds a Bachelor of Arts degree in Exercise Science from Morehead State University and a Master’s in Business Administration from Morehead State University. Shawn has over 15 years of management experience with help desk, customer care, and sales groups for Ashland Inc. Shawn’s experience includes experience with consumer packaged...
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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 organization's global interactive marketing deployment across all...
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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 organization's global interactive marketing deployment across all...
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Ginger Conlon
Editorial Director
1to1Media
Ginger Conlon, editorial director of 1to1 Media, is responsible for the direction and day-to-day editorial operations of the Customer Strategist journal, as well as the award-winning online publication 1to1 Magazine, its e-newsletter, blog, and podcast series. Additionally, she serves as president of the New York chapter of the American Society...
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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 solutions (VOC) to help organizations grow customer and employee loyalty...
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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 solutions (VOC) to help organizations grow customer and employee loyalty...
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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 throughout North America. Cowen has learned the best ways to...
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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 throughout North America. Cowen has learned the best ways to...
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Michelle Craft
Vice President of Marketing
CallMiner
Michelle Craft is responsible for CallMiner’s global marketing initiatives, including public relations. She has more than 20 years of senior marketing management experience, including MIVA, Inc. (NASDAQ: MIVA), formerly Findwhat.com; Royal Dutch Shell (NYSE: RDS.A); and Fibernet Telecom (NASDAQ: FTGX), and has 13 years experience in cable...
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John Cray
VP, Product Management
Enghouse Interactive
John Cray is vice president of product management for Enghouse Interactive. In this role, John is responsible for defining and marketing the company’s multichannel contact center software, services and solutions.
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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 expansion to new toll-free area codes such as 888, 877 and 866, Payphone...
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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 expansion to new toll-free area codes such as 888, 877 and 866, Payphone...

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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 provided needs analyses, instructional design, and customized,...
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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 provided needs analyses, instructional design, and customized,...
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SVP
Salesforce
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Pamela Deforce
Event Marketing Manager
Twilio
Pamela brings over 25 years of experience in marketing, sales and general management across several industries. In her senior marketing capacity for a number of companies, Pamela has been responsible for executing measurable marketing and sales campaigns for the enterprise marketplace. Currently with Twilio, she has a focus on achieving above...
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Pamela Deforce
Event Marketing Manager
Twilio
Pamela brings over 25 years of experience in marketing, sales and general management across several industries. In her senior marketing capacity for a number of companies, Pamela has been responsible for executing measurable marketing and sales campaigns for the enterprise marketplace. Currently with Twilio, she has a focus on achieving above...
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Damian Delgado
Senior Web Operations Manager
TXU Energy
Damian is a dynamic IT Operations leader whose unique background bridges IT, Marketing and Operations in progressively responsible leadership roles focused on the online digital customer experience. He has 18+ years’ achievement spanning process development, operations management and quality assurance.  In his current role he over...
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Damian Delgado
Senior Web Operations Manager
TXU Energy
Damian is a dynamic IT Operations leader whose unique background bridges IT, Marketing and Operations in progressively responsible leadership roles focused on the online digital customer experience. He has 18+ years’ achievement spanning process development, operations management and quality assurance.  In his current role he over...
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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 all gets too stressful, she heads out the door for a long-distance...
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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 all gets too stressful, she heads out the door for a long-distance...
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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 Specialist at Information and Communication Technologies department...
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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 Specialist at Information and Communication Technologies department...
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Marly
Marketing Assistant
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Edwin Derks
Marketing Performance Program Manager – Corporate Marketing Group
Intel
Measuring marketing performance is Edwin’s passion and, luckily for him, a big part of his day job at Intel with the Marketing Excellence and Operations Team (EXO part of Corporate Marketing Group). Today, Edwin is responsible for CMG’s Top-Tier Indicators – measuring progress to Intel’s worldwide marketing goals...
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Edwin
Marketing Performance Program Manager – Corporate Marketing Group
Intel
Measuring marketing performance is Edwin’s passion and, luckily for him, a big part of his day job at Intel with the Marketing Excellence and Operations Team (EXO part of Corporate Marketing Group).Today, Edwin is responsible for CMG’s Top-Tier Indicators – measuring progress to Intel’s worldwide marketing goals – and managing a ground-...
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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.
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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.
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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 story – which he’ll be happy to share with you...
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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 story – which he’ll be happy to share with you over you beverage of...
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Maria Dondero
SVP and Global Head of Customer Intelligence
Thomas Reuters
Maria is responsible for global marketing research and analysis across financial services, delving into customer insights and competition in the marketplace. She and her team shares market and brand intelligence, and has a similar background with IBM.
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Founder and President
CCEOC
Jeff Doran is Founder and President of the Contact Center Employer of Choice® certification and branding program. Doran has over 20 years experience in the contact center industry. His company provides culture building and employer branding services, performance improvement programs, employee and customer surveys, pulse surveys, data...
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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 positions with leading organizations including Azzurri...
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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 online support technologies. With the launch of several online...
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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 positions with leading organizations including Azzurri...
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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 online support technologies. With the launch of several online...
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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. 
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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. 
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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 nations and is recognized for his over 40 years of dedicated...
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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 nations and is recognized for his over 40 years of dedicated...

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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 travel columns for ABCNews.com, CNN.com, Kiplinger.com,...
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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 travel columns for ABCNews.com, CNN.com, Kiplinger.com,...

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Tony Fassette
Vice President, Business Communications Management
SAP
Tony Fassette is the Vice President  for SAP Business Communications Management .  He brings over 15 years Customer Relationship Management and Contact Center experience to his current role where he is responsible for growth strategies.  Prior to joining SAP, Tony designed, developed and delivered contact center solutions for Global...
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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 pool of Candidates would perform up to, or beyond their...
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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 pool of Candidates would perform up to, or beyond their...
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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 and optimize people in operations globally. He has...
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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 and optimize people in operations globally. He has...
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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 and optimize people in operations globally. He has...
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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 centers from 40 to nearly 3000 agents in multiple sites and...
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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 centers from 40 to nearly 3000 agents in multiple sites and...
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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), management of operations and technology, initial and on-going project and...
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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), management of operations and technology, initial and on-going project and...

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Richard S. Gallagher
Point of Contact Group
Rich Gallagher is one of the nation's leading experts on communications skills. His eight nationally published books include What to Say to a Porcupine, a national #1 customer service bestseller and finalist for 800-CEO-READ's 2008 Business Book of the Year, as well as his latest book How to Tell Anyone Anything: Breakthrough Techniques...
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Richard S. Gallagher
Point of Contact Group
Rich Gallagher is one of the nation's leading experts on communications skills. His eight nationally published books include What to Say to a Porcupine, a national #1 customer service bestseller and finalist for 800-CEO-READ's 2008 Business Book of the Year, as well as his latest book How to Tell Anyone Anything: Breakthrough Techniques...
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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.
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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.
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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 early corporate career in financial management provided me...
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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 early corporate career in financial management provided me...
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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.  Jim obtained his Bachelors from the University of Texas at...
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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.  Jim obtained his Bachelors from the University of Texas at...
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Harvard
Ranjay Gulati is Jaime and Josefina Chua Tiampo Professor of Business Administration at the Harvard Business School and an expert on strategic and organizational issues in firms.  His research has been published in leading journals such as Harvard Business Review, Sloan Management Review, Strategic Management Journal, strategy+business and...
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Kristin Guthrie
Vice President, Customer Experience
Honeywell Aerospace
Kristin leads the Customer Experience organization for Honeywell’s Air Transport and Regional Business and is responsible for driving innovative solutions designed to improve the overall customer experience. Kristin has more than 21 years of leadership experience positioning brands, products, and services in various sectors, including aerospace,...

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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.
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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.
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Jennifer Hanson
Senior Director, Guest Services & Gift Card Operation
Target.com
Jennifer was born in Ohio, moved to Minnesota during childhood. She graduated with a BA from Gustavus Adolphus College in St. Peter, MN. Jennifer’s first career job was with Macy’s – where she helped to open the Mall of America location. Though she moved from MN to Michigan and back, and held a few other jobs in finance...
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Jennifer Hanson
Senior Director, Guest Services & Gift Card Operation
Target.com
Jennifer was born in Ohio, moved to Minnesota during childhood. She graduated with a BA from Gustavus Adolphus College in St. Peter, MN. Jennifer’s first career job was with Macy’s – where she helped to open the Mall of America location. Though she moved from MN to Michigan and back, and held a few other jobs in finance...
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Jennifer Hanson
Senior Director, Guest Services & Gift Card Operation
Target.com
Jennifer was born in Ohio, moved to Minnesota during childhood. She graduated with a BA from Gustavus Adolphus College in St. Peter, MN. Jennifer’s first career job was with Macy’s – where she helped to open the Mall of America location. Though she moved from MN to Michigan and back, and held a few other jobs in finance and operations, the "...
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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 strategy company called Conversations, LLC. Megan works with...
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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 strategy company called Conversations, LLC. Megan works with...
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Ian Henderson
Operations Director
Sword Ciboodle
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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, valuation, and the user experience. Her almost 30 years of...
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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, valuation, and the user experience. Her almost 30 years of...
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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 solutions that add value to each customer interaction.  He...
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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 solutions that add value to each customer interaction.  He...
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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, she has covered the customer management/contact center...
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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, she has covered the customer management/contact center...
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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, she has covered the customer management/contact center...
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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 marketing. Julie shares her takes on the software industry via her...
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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 marketing. Julie shares her takes on the software industry via her...
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Ted Hunting
Lead North American Marketing & Lead Gen
Genesys
Ted leads North America Marketing for Genesys with over 10 years experience in the customer experience industry. Ted has led marketing for innovative startups that led to successful IPOs as well as large enterprise software companies. In addition to his CX experience, Ted has a background in Big Data, Telecommunications, and large scale...
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Ted Hunting
Vice President, Marketing
Genesys
Ted leads North America Marketing for Genesys with over 10 years experience in the customer experience industry. Ted has led marketing for innovative startups that led to successful IPOs as well as large enterprise software companies. In addition to his CX experience, Ted has a background in Big Data, Telecommunications, and large scale computing...

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Customer Management IQ
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Customer Management IQ

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Violette Jacobson
Product Manager, International Product Development
United States Postal Service
Violette Jacobsen has spent 20 years in Marketing at the U.S. Postal Service at the operating and headquarters levels. Her field experience includes the top marketing and customer service position in Las Vegas and Washington, D.C. In this role, she introduced a synthesis of emotional intelligence and customer service process reengineering...
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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 & Contact Center BPOs. Brian holds an MBA from the...
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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 & Contact Center BPOs. Brian holds an MBA from the...
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Mary Beth Jenkins
Senior Vice President and Chief Operating Officer
UPMC
Mary Beth Jenkins is the Senior Vice President and Chief Operating Officer for the UPMC Health Plan and Insurance Services Division. UPMC Health Plan provides health coverage and benefit management to more than 2.8 million customers. UPMC Health Plan is owned by the University of Pittsburgh Medical Center one of the nation’s leading...
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Mary Beth Jenkins
Senior Vice President and Chief Operating Officer
UPMC
Mary Beth Jenkins is the Senior Vice President and Chief Operating Officer for the UPMC Health Plan and Insurance Services Division. UPMC Health Plan provides health coverage and benefit management to more than 2.8 million customers. UPMC Health Plan is owned by the University of Pittsburgh Medical Center one of the nation’s leading...
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Mary Beth Jenkins
Senior Vice President and Chief Operating Officer
UPMC
Mary Beth Jenkins is the Senior Vice President and Chief Operating Officer for the UPMC Health Plan and Insurance Services Division. UPMC Health Plan provides health coverage and benefit management to more than 2.8 million customers. UPMC Health Plan is owned by the University of Pittsburgh Medical Center one of the nation’s leading integrated...
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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, and delivery of all training programs. Although well...
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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, and delivery of all training programs. Although well...

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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.
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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.
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Gahwui
Jr. Division Marketing Director
Call Center IQ & Customer Management Events
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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 focused on the hotel and hospitality industry and offers contact...
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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 focused on the hotel and hospitality industry and offers contact...
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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, focusing on Customer Service and CRM research. While at Gartner he...
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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, focusing on Customer Service and CRM research. While at Gartner he...
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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, focusing on Customer Service and CRM research. While at Gartner he...
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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 customer engagement, sales, and customer retention.
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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 customer engagement, sales, and customer retention.
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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 customer engagement, sales, and customer retention.
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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 technology platforms for UP! Your Service.
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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 technology platforms for UP! Your Service.
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Carol Kurimsky
Senior Vice President, Brand Marketing
PC Mall
A classically trained technology marketing executive, Carol has over 25 years of top tier marketing experience. After graduating from the Kellogg School of Management, Carol worked at several premier marketing-driven companies including Procter and Gamble, Pizza Hut, and Quaker Oats. She moved into technology marketing over twelve years ago,...
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Kurimsky
Senior Vice President, Brand Marketing
PC Mall
A classically trained technology marketing executive, Carol has over 25 years of top tier marketing experience. After graduating from the Kellogg School of Management, Carol worked at several premier marketing-driven companies including Procter and Gamble, Pizza Hut, and Quaker Oats. She moved into technology marketing over twelve years...

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Jason Lackey
Innopath
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Jason Lackey
Innopath
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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 center and telecommunications industries. He joins...
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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 center and telecommunications industries. He joins...
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Martin Laszak
Global Service Support Manager
Axeda
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Martin Laszak
Global Service Support Manager
Axeda
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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 articles and book chapters that have been published in trade journals...
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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 articles and book chapters that have been published in trade journals and...
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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 articles and book chapters that have been published in trade journals...
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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 articles and book chapters that have been published in trade journals...
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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 training firm, and now as an independent rabble rouser. Greg is...
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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 training firm, and now as an independent rabble rouser. Greg is...
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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 breakthrough principles, concepts, techniques and processes for...
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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 breakthrough principles, concepts, techniques and processes for...
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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 combined agency-side/client-side experience optimizing P&L...
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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 combined agency-side/client-side experience optimizing P&L...
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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 combined agency-side/client-side experience optimizing P&L...
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Jeff Lionz
Partner
LionzForce
Jeff Lionz started his sales career in 1976 when Silicon Valley was still in its infancy. Throughout his tenure in sales he has worked for small technology start-ups through large, publicly traded global enterprise software firms. Lionz has held various positions ranging from Account Manager, Senior Account Executive, Manager/Director of...
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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 Access’ clients include ten of the Fortune 100 companies...
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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 Access’ clients include ten of the Fortune 100 companies...
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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 Access’ clients include ten of the Fortune 100 companies...

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Rick Mans
Head of Social Media
Capgemini
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Mans
Head of Social Media
Capgemini
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Derek Martin
Director of Relationship Care
American Express
Derek F Martin is Director of Relationship CareSM for American Express World Services, responsible for customer engagement, sales, and retention for the global consumer telephone centers in 24 countries.  Prior to this role, Derek worked as a director in the American Express Service Network Strategy and Engineering team, responsible for the...
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Derek
Director of Relationship Care
American Express
Derek F Martin is Director of Relationship CareSM for American Express World Services, responsible for customer engagement, sales, and retention for the global consumer telephone centers in 24 countries.  Prior to this role, Derek worked as a director in the American Express Service Network Strategy and Engineering team, responsible for...
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Mario
Divisional Director
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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 teams execute all operations within the scope of defined...
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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 teams execute all operations within the scope of defined...
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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 drive greater loyalty and profitability. For further information...
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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 drive greater loyalty and profitability. For further information...
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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 years in the advertising and marketing arena, he’s thrived...
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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 years in the advertising and marketing arena, he’s thrived...
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Gary McNeil
Vice President of Marketing
Parature
Gary McNeil, Vice President of Marketing, is responsible for developing and implementing strategies to accelerate Parature’s global market leadership position.  Gary oversees brand and identity, lead generation, marketing communications, public relations, customer marketing activities, events, Web marketing and industry analyst...
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Gary McNeil
Vice President of Marketing
Parature
Gary McNeil, Vice President of Marketing, is responsible for developing and implementing strategies to accelerate Parature’s global market leadership position.  Gary oversees brand and identity, lead generation, marketing communications, public relations, customer marketing activities, events, Web marketing and industry analyst...
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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’s blog, Twitter and LinkedIn presence.
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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 satisfaction.   Prior to UTOPY, Mike was Vice President of...
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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 satisfaction.   Prior to UTOPY, Mike was Vice President of...
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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’s blog, Twitter and LinkedIn presence.
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Troy Mills
Divisional Vice President, Customer Care Operations
Walgreens
Troy Mills is the leader for Walgreens Customer Care Operations. In his role, he is accountable for the strategic direction as well as the service delivery for customer care across the business. Walgreens services over 1 Billion calls annually across its 7800 stores and 25 contact centers. In his role since early 2011, Troy is charged with...
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Troy Mills
Divisional Vice President, Customer Care Operations
Walgreens
Troy Mills is the leader for Walgreens Customer Care Operations. In his role, he is accountable for the strategic direction as well as the service delivery for customer care across the business. Walgreens services over 1 Billion calls annually across its 7800 stores and 25 contact centers. In his role since early 2011, Troy is charged with...
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Troy Mills
Divisional Vice President, Customer Care Operations
Walgreens
Troy Mills is the leader for Walgreens Customer Care Operations. In his role, he is accountable for the strategic direction as well as the service delivery for customer care across the business. Walgreens services over 1 Billion calls annually across its 7800 stores and 25 contact centers. In his role since early 2011, Troy is charged with leading...
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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 featured in over 100 national publications. He has also been...
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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 featured in over 100 national publications. He has also been...
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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 featured in over 100 national publications. He has also been...
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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 different from most social media speakers because he believes the...
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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 different from most social media speakers because he believes the...
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Greg Moser
Customer Care Practice Director
PowerObjects
As Practice Director for PowerObjects, Greg is responsible for the Customer Care, Field Services and Mobility & Portal practices. Greg has over 17 years’ experience working in the CRM space, and has worked delivering multiple solutions in various industries.
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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. Ms. Murdoch has spent over 25 years...
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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. Ms. Murdoch has spent over 25 years...
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Docia Myer
Vice President, US Sales
CPI
Docia Myer brings over 15 years of experience working in customer-facing leadership positions, including project, account, and customer experience management. In her current role, Myer shapes the go-to-market experience for the U.S. payments market by leading the Sales Organization. Myer is part of the executive leadership team at CPI. Myer...
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Docia Myer
Vice President, US Sales
CPI
Docia Myer brings over 15 years of experience working in customer-facing leadership positions, including project, account, and customer experience management. In her current role, Myer shapes the go-to-market experience for the U.S. payments market by leading the Sales Organization. Myer is part of the executive leadership team at CPI. Myer...
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Docia Myer
Vice President, US Sales
CPI
Docia Myer brings over 15 years of experience working in customer-facing leadership positions, including project, account, and customer experience management. In her current role, Myer shapes the go-to-market experience for the U.S. payments market by leading the Sales Organization. Myer is part of the executive leadership team at CPI. Myer is an...

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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.
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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.
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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 Masters Degree in Organizational Psychology.  This is Kate...
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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 Masters Degree in Organizational Psychology.  This is Kate...
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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 ‘starting things’.  He blogs at...
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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 ‘starting things’.  He blogs at joakimnilsson.com.

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Declan O'Reilly
Business Excellence Manager
Ricoh Australia
Declan is an experienced senior manager, with 15+ years working with ERP and Business Intelligence (BI) Systems. Declan works with people at all levels to identify and implement improvements that transform business and provide value to customers and staff. 
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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 management consultancy serving Fortune...
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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 management consultancy serving Fortune...
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Adrian Ott
Exponential Edge
Exponential Edge
Adrian Ott, a top Silicon Valley strategist who provides a market edge in today's exponential economy, is acting CEO of Exponential Edge in San Francisco.
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Jill Ouellette
Business Development Director, Global Consumer Services
The LEGO Company
Responsible for operationalizing strategic initiatives including country expansion, new product support and social media programs from initial idea through to training and go-live.
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Ouellette
Business Development Director, Global Consumer Services
The LEGO Company
Responsible for operationalizing strategic initiatives including country expansion, new product support and social media programs from initial idea through to training and go-live.

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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), where he positioned Komunik as a market leader in...
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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), where he positioned Komunik as a market leader in...
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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 as Borders, online retailers such as Amazon.com, or can be...
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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 as Borders, online retailers such as Amazon.com, or can be...
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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 as Borders, online retailers such as Amazon.com, or can be...
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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 company of several web-based businesses in the financial services...
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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 company of several web-based businesses in the financial services...
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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.
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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.
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Darin Phillips
Bayview Financial
Director of Customer Experience
Darin is a frequent presenter at national and international conferences on the topics of aligning organizational practices and employee attributes to the expectations of customers and partners.
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Jeff Platon
Chief Marketing Officer
Interactive Intelligence
Jeff Platôn has more than 20 years of marketing and product management experience specializing in IT security, networking, cloud, and communications technologies.As chief marketing officer, Jeff manages the company’s global marketing organization with responsibility for driving market leadership, global awareness, demand generation,...
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Jeff Platon
Chief Marketing Officer
Interactive Intelligence
Jeff Platôn has more than 20 years of marketing and product management experience specializing in IT security, networking, cloud, and communications technologies.As chief marketing officer, Jeff manages the company’s global marketing organization with responsibility for driving market leadership, global awareness, demand generation,...
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Jeff Platon
Chief Marketing Officer
Interactive Intelligence
Jeff Platôn has more than 20 years of marketing and product management experience specializing in IT security, networking, cloud, and communications technologies.As chief marketing officer, Jeff manages the company’s global marketing organization with responsibility for driving market leadership, global awareness, demand generation, strategic...
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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 provider of continuous controls monitoring solutions based in Reston,...
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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 provider of continuous controls monitoring solutions based in Reston,...
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Barbara Porter
Vice President, Business Development & Customer Service
Nicor National
Barbara Porter is Vice President, Business Development & Customer Service, Nicor National. In this customer-centric role, she is responsible for a 250-agent Call Center, which serves the warranty, energy management, and HVAC needs of the company’s customers. Under her stewardship, the Call Center has been recognized by J.D. Power and...
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Porter
Vice President, Business Development & Customer Service
Nicor National
Barbara Porter is Vice President, Business Development & Customer Service, Nicor National. In this customer-centric role, she is responsible for a 250-agent Call Center, which serves the warranty, energy management, and HVAC needs of the company’s customers. Under her stewardship, the Call Center has been recognized by J.D...
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Steve Prodger
Senior Vice President, Customer Experience & Innovation
SmartAction
Steve has over 15 years of executive experience in enterprise SaaS technology. He has a strong track record of developing and managing world-class, enterprise sales and business development organizations in high-growth environments. Prior to joining SmartAction, Steve held a number of high profile leadership positions within high-tech and...
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Steve Prodger
Senior Vice President, Customer Experience & Innovation
SmartAction
Steve has over 15 years of executive experience in enterprise SaaS technology. He has a strong track record of developing and managing world-class, enterprise sales and business development organizations in high-growth environments. Prior to joining SmartAction, Steve held a number of high profile leadership positions within high-tech and customer...
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Dian Putter
Lead Business Analyst
Absa Bank
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Dian Putter
Lead Business Analyst
Absa Bank

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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.   
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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.   
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Division Head
Centriq Training
The professional history of Doug Richards reads more like a job board than a career path (chef, musician, author, bouncer, professional speaker, promoter, salesman, teacher, coach, entrepreneur, multimedia developer and consultant). Born into technology Richards is a self-described "second generation nerd." His father, an...
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Steve Riddell
Chief Operations Officer
Blinds.com
Currently leads the Operations Teams for this successful online retailer and largest internet company in Houston. Company has grown to $80 million revenue, including three acquisitions. Ranked #192 of all U.S e-commerce companies, #1 e-commerce company in Houston, and the world's #1 online retailer for blinds, shades, and other window...
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Riddell
Chief Operations Officer
Blinds.com
Currently leads the Operations Teams for this successful online retailer and largest internet company in Houston.Company has grown to $80 million revenue, including three acquisitions. Ranked #192 of all U.S e-commerce companies, #1 e-commerce company in Houston, and the world's #1 online retailer for blinds, shades, and other window...
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Michael Rosenberg
Principal
OYG, Inc.
Michael Rosenberg is an internationally-recognized expert in the application of learning that helps build cultures of innovation and build sustainable leadership. He is a widely published writer whose work has been featured in Chief Learning Officer magazine, The Globe and Mail, H.R. Reporter and the Mississauga Business Times. Rosenberg is the...

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Russ Sandlin
Executive Manager
Gulf Bank
Russ Sandlin, Executive Manager of the Contact Center at Gulf Bank of Kuwait, joined the bank in 2008. Gulf Bank has emerged as the leading Contact Center in the Middle East, recently winning the Best Contact Centre of the Middle East at the Banker Middle East awards in May, 2010.  Prior to this, Russ managed large contact centers for...
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Russ Sandlin
Executive Manager
Gulf Bank
Russ Sandlin, Executive Manager of the Contact Center at Gulf Bank of Kuwait, joined the bank in 2008. Gulf Bank has emerged as the leading Contact Center in the Middle East, recently winning the Best Contact Centre of the Middle East at the Banker Middle East awards in May, 2010.  Prior to this, Russ managed large contact centers for...
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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 the University of London in writing for media. Gina has acted as...
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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 the University of London in writing for media. Gina has acted as...
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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 the University of London in writing for media. Gina has acted as...
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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 the University of London in writing for media. Gina has acted as...
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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 Windmills Marketing, a social media strategy consulting practice...
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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 Windmills Marketing, a social media strategy consulting practice...
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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 portfolio of large-scale branded events, including: Call Center...
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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 portfolio of large-scale branded events, including: Call Center Week...
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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 Symantec and EMC.  Justin received an MBA from the UC Berkeley Haas...
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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 Symantec and EMC.  Justin received an MBA from the UC Berkeley Haas...
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Guillaume Seynhaeve
VP Sales and Marketing
3C Logic
Guillaume Seynhaeve is the VP Sales and Marketing at 3CLogic, leading provider of cloud contact center solutions, with over 10 years of experience in sales and customer service. In his role, he routinely shares best practices regarding how to marry technology and business processes to enhance the overall customer experience in the form of...
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Guillaume Seynhaeve
VP Sales and Marketing
3C Logic
Guillaume Seynhaeve is the VP Sales and Marketing at 3CLogic, leading provider of cloud contact center solutions, with over 10 years of experience in sales and customer service. In his role, he routinely shares best practices regarding how to marry technology and business processes to enhance the overall customer experience in the form of...
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VP Global Customer Service Center
Sabre Holdings
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Rob Siefker
Customer Loyalty Team Managers
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 (CLT). They are now both CLT Managers and have helped grow the...
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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 and Mail, ZDNet, The New York Times, ReadWriteWeb, and many...
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SVP Marketing and Customer Care
Overstock.com
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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 and Mail, ZDNet, The New York Times, ReadWriteWeb, and many...
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Tyson Snow
Partner
Mumford, West & Snow
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Snow
Partner
Mumford, West & Snow
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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 emerging media on business, marketing, publishing, and culture....
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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 emerging media on business, marketing, publishing, and culture....
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Maura Sullivan
Manager of Customer Loyalty
Zappos
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Scott Swift
Vice President, Customer Information
Hunter Douglas
Scott Swift manages both Customer Information and Consumer Affairs for Hunter Douglas Inc. a worldwide leader in window fashion products. As Vice President, Customer Information, Scott oversees all consumer contact in phone and web environments, customer feedback programs, market trends as well as training and development programs critical to...
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Swift
Vice President, Customer Information
Hunter Douglas
Scott Swift manages both Customer Information and Consumer Affairs for Hunter Douglas Inc. a worldwide leader in window fashion products. As Vice President, Customer Information, Scott oversees all consumer contact in phone and web environments, customer feedback programs, market trends as well as training and development programs critical to...

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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, blogger and industry expert in CRM.  
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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, blogger and industry expert in CRM.  
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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.
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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 past Director of the CMA, senior judge for call/contact...
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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 past Director of the CMA, senior judge for call/contact...
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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.
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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 Managing Partner of the Temkin Group, a customer experience research...
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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 Managing Partner of the Temkin Group, a customer experience research...
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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 Effective Engagements, a Social CRM Consultancy promotional...
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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 Effective Engagements, a Social CRM Consultancy promotional...
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Author
Repositioning
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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, strategy, education, research, program management and customer...
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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, strategy, education, research, program management and customer...

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Stelios Vakis
Head of Change and Systems, Connectzone
Absa Bank
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Stelios Vakis
Head of Change and Systems, Connectzone
Absa Bank

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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 over the course of only a few short years, matured into the...
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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 over the course of only a few short years, matured into the...
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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.
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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.
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Maynard Webb
LiveOps
LiveOps
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Maynard Webb
LiveOps
LiveOps
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VP Customer Care
Choice Hotels
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Zach Weiner
Online Marketing Director
Call Center IQ
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Zach Weiner
Online Marketing Director
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Tish Whitcraft
SVP of Customer Experience and Operations
Myspace
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Melissa Willig
IQPC
IQPC
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Melissa Willig
IQPC
IQPC
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Melissa Willig
IQPC
IQPC
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Melissa Willig
IQPC
IQPC
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Melissa Willig
IQPC
IQPC
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Melissa Willig
IQPC
IQPC
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Melissa Willig
IQPC
IQPC
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Olivia
Online Sponsorship Manager
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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 discovered new, unexpected revenue streams.   Today Mike is a...
Custom text: W
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 discovered new, unexpected revenue streams. Today Mike is a sought-after...
Custom text: W
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 discovered new, unexpected revenue streams.   Today Mike is a...

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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 strategic solution direction, directs marketing initiatives,...
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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 strategic solution direction, directs marketing initiatives,...
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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, Smithsonian Magazine, and other publications.
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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, Smithsonian Magazine, and other publications.

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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 present role extends the wins in the Contact quality...
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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 present role extends the wins in the Contact quality...
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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 intelligence customers use to enhance security and improve business...
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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 intelligence customers use to enhance security and improve business...
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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 asset. Catherine has more than 15 years of experience in...
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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 asset. Catherine has more than 15 years of experience in...

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call center week
Call Center Week
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call center week
Call Center Week