The International Customer Management Institute (ICMI), the authority on contact center excellence, has launched a Strategic Advisory Board comprised of industry thought leaders, senior level practitioners and solution providers. The board will help ICMI keep closer tabs on customer insights and contact center market developments. They will also ensure ICMI’s content offerings and products are aligned with industry best practices and evolve at pace to serve the contact center community.
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The 2021 ICMI Strategic Advisory Board Members include:
1. Nate Brown, Chief Experience Officer, Officium Labs
2. Alice Deer, Sr. Marketing Manager, Genesys
3. Ashby Dodge, LCSW, Director of Network Operations, National Suicide Prevention Lifeline, Vibrant
4. Craig R. Downing, Service Cloud GTM, Salesforce
5. Rebecca Gibson, Contact Center Consultant, Gibson Learning and Performance
6. Murph Krajewski, CMO, Sharpen
7. Brenda Kross, Experience Delivery Leader, Full Service Payroll, Intuit
8. Eric Mackowitz, SCO Officer, Service Center Operations, Amica Mutual Insurance Company
9. Scott Schleisman, Vice President, Contact Center, Bright Horizons Family Solutions
10. Ted Stodolka, VP, Chief Care Officer, Hallmark Cards
11. Josh Streets, CEO & Founder, Scorecard Group Consulting
12. Lark Will, President and Founder, Will Call Consulting
“The contact center is in a constant state of change – something that stood out even more over the last year. ICMI must be responsive to industry shifts while remaining focused on our mission to make contact centers and their people better every day,” noted Tara Gibb, Group Portfolio Director, ICMI. “The board helps us to amplify this mission and we value the contributions these experts make to the contact center industry.”
ICMI’s Strategic Advisory Board members will be sharing their industry insights in ICMI’s Contact Center Insider Newsletter and at ICMI’s virtual and live events. We invite you to get to know them at: Strategic Advisory Board | ICMI . You can sign up for the Contact Center Insider newsletter here: ICMI Subscription Center and register for ICMI events here: ICMI Contact Center Events .
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