Brent Barbara

Title: Partner

Company: Clearest Blue LLC

Brent Barbara is a seasoned contact center strategist and cloud communications leader with over 20 years of experience helping organizations design, deploy, and optimize customer engagement solutions. With a deep focus on AI, automation, and customer experience, Brent has led transformative initiatives across industries. Brent previously served as Chief Customer Officer at Phone.com, where he achieved four consecutive years of double-digit customer growth, redesigned the contact center strategy, and transitioned operations to a high-performance virtual model. His career includes executive roles at OnSIP, ShoreTel, and M5 Networks, where he helped launch award-winning UCaaS products while fostering strategic alliances with platforms like Salesforce and NetSuite. Known for his data-driven approach, Brent combines business acumen with technical insight to guide organizations in leveraging intent-based and goal-oriented AI solutions that improve customer satisfaction and operational efficiency.

Bean, Chris

Title: Coordinator-Innovation Contact Center

Company: Mayo Clinic

Chris Bean is a leader in Contact Center Operations and Employee Advocacy. With over 15 years of extensive experience in Contact Center Operations, Human Resources, and Training, Chris Bean has established himself as a pivotal figure in the realm of customer service excellence. His career is marked by a steadfast commitment to enhancing employee satisfaction, which aligns seamlessly with the core values of patient care at the Mayo Clinic: "the needs of the patient come first." Chris's journey in the contact center industry is distinguished by his significant contributions to the establishment of operational frameworks and technologies that empower frontline staff. Notably, he played an instrumental role in launching contact centers in Manila, Philippines, where he was integral in developing Standard Operating Procedures (SOPs), performance expectations, and efficient workflows. His innovative approach included the implementation of cutting-edge phone technology, quality tools, and knowledge management systems, all designed to streamline processes and enhance service delivery. Recently, Chris has embraced a new challenge by joining a digital contact center, focusing on digital experimentation and the operationalization of new technologies. His forward-thinking mindset and deep understanding of the intersection between technology and employee experience allow him to champion the needs of frontline staff effectively. By removing barriers and optimizing workflows, Chris ensures that employees can devote their energy to what truly matters: providing exceptional care to patients. Through his unwavering dedication and strategic vision, Chris continues to shape the future of contact center operations, fostering environments where both employees and patients thrive.

Bendana, Juan

Title: Speaker, Author

Juan Bendana is a leading confidence Coach to top CEO's, Olympians, Actors and Peak Performers across every industry and is an internationally recognized keynote speaker that helps leaders navigate uncertainty and exponential change by developing an unwavering confidence to thrive in any environment. One of the most engaging and high-energy keynote speakers in North America, Juan brings a decade of experience on stage presenting to category-leading companies such as Disney, American Express, Sony Pictures & Zillow. His science-backed blueprint has helped over 250,000 leaders in person and millions online thrive both personally & professionally

Vicki Brackett

Title: Head of CX & Chief Knowledge Officer

Company: Knowledgely™

Vicki Brackett is a recognized thought leader and expert in work-at-home operations, employee engagement, and leadership development. With nearly two decades of experience, she has led thousands of employees across customer service, sales, and technical support in virtual contact center environments. Vicki's insights have been featured in leading publications, including Forbes, Fast Company, Fortune, CFO Magazine, CEOWorld, HR News, and more. As the author of The Leadership Toolbox - Manage Less, Achieve More, Vicki shares proven leadership strategies that have been tested by thousands of employees to boost engagement, productivity, and customer satisfaction. In 2025, she was named one of the top 25 thought leaders in the contact center industry by ICMI. Vicki is a frequent writer for industry magazines and a sought-after speaker on topics like virtual leadership, knowledge management, and AI at industry events and podcasts. Certified by the Knowledge Management Institute, Vicki currently serves as Head of CX and Chief Knowledge Officer at Knowledgely™, where she and her team help contact centers realign their knowledge management strategies to reduce risk, cut costs, enhance productivity, and improve both employee and customer experiences.

Sarah Caminiti

Title: Manager of Support / CX & Leadership Consultant

Company: Tailscale / Epochal Operations

Sarah Caminiti is a Retention Strategist and Leadership Consultant specializing in helping contact center leaders turn agent retention into a scalable, competitive advantage. With extensive experience in customer experience strategy, leadership alignment, and workforce retention, Sarah has worked with companies ranging from high-growth startups to global enterprises, guiding leaders through high-stakes operational challenges. She is the Manager of Customer Support at Tailscale, a mentor to CX leaders, and the host of The Career Strategist podcast. Sarah’s expertise is rooted in real-world leadership insights, helping executives drive engagement, reduce attrition, and build high-performance teams. As a sought-after speaker, Sarah delivers actionable frameworks and leadership strategies that equip contact center leaders to navigate today’s biggest challenges.

Brad Cleveland

Title: Senior Advisor & Co-Founder

Company: ICMI

Brad Cleveland is recognized globally for his contributions to customer strategy and management. He was a founding partner in ICMI and has worked across 45 states and over 60 countries for many of today’s most recognized organizations—American Express, Apple, USAA, and others, as well as the governments of Australia, the U.S., and Canada. Brad is the author of Contact Center Management on Fast Forward, the profession’s top-selling management book. His latest book, Leading the Customer Experience, is a recipient of the NYC Big Book distinguished favorite award. His LinkedIn Learning courses have reached over 1 million views. Today, Brad serves as Senior Advisor to ICMI, and is an in-demand speaker, trainer, and consultant.

Darder, Fernando

Title: VP, Customer Experience

Company: Milwaukee Tool

Fernando Darder is a seasoned customer service leader with over 25 years of experience driving operational excellence and transforming customer service teams and their cultures. Throughout his career, Fernando has successfully led customer service teams, implementing innovative strategies that significantly improve employee satisfaction and customer experience. Known for his ability to create environments that foster collaboration, engagement, and accountability, Fernando has been instrumental in reducing turnover rates and enhancing service quality across multiple organizations. By focusing on employee development, streamlined processes, and data-driven decision-making, Fernando has consistently delivered measurable improvements in customer satisfaction, operational efficiency, and overall service performance. With a deep understanding of the unique challenges within contact centers, Fernando excels at aligning business objectives with customer-centric solutions that drive both short-term results and long-term organizational success. Their expertise spans workforce optimization, training, quality assurance, and process improvement, and he is passionate about leading teams to achieve their full potential while delivering exceptional results.

Emerzian, Matthew

Title: Workplace Culture and Leadership Expert

For the past 15 years, Matthew Emerzian has been on a mission to create a world where everyone embraces how much and why they matter. He is the bestselling author of four books, a highly sought-after keynote speaker, having taken the stage for Zoom, Google, Outreach, HP, Jack in the Box, Chili’s, Genentech, Amgen, and more, and his work has been hailed by Oprah.com, The Today Show, Fast Company, and several other media outlets.   Matt is also the founder and CEO of Every Monday Matters (EMM), a non-profit organization that has impacted millions of lives. The EMM K-12 Education Program serves over 3 million students nationwide. The EMM Employee Engagement and Culture Program is changing the cultures of companies of all sizes. And the EMM Senior Living Program is bringing dignity and purpose to our senior population who deserves to know how much and why they matter.   After achieving great success in the music industry as the SVP of Robert Kardashian’s music marketing company and working on projects for the biggest artists in the world, including U2, Avril Lavigne, Coldplay, and more, Matt woke up on a Monday morning with a massive panic attack that turned into chronic anxiety and depression. Realizing everything he thought mattered actually didn’t, he set out on a journey to rediscover his life’s purpose and why he matters. Matt realized that mattering is at the heart of everything and developed The Mattering Mindset™— a methodology that has transformed countless lives, organizations, and communities.   Allow Matt to transform your people and organization with his inspiring story and interactive keynote that will empower every participant to embrace how much and why they matter to themselves, their relationships, their company, and their community.

Fowler, Wendy

Title: Call Center Consultant

Company: Quality Service Solutions, LLC.

Wendy Fowler is a seasoned industry expert with 27 years of broad contact center experience with an emphasis on workforce management and quality management. Wendy has a proven track record of implementing and reengineering workforce management and quality management programs for companies of all sizes and across a variety of industries.  Wendy has been helping organizations improve performance by providing expert analysis, feedback and actionable solutions to make improvements in such areas as: Customer Satisfaction, Quality Assurance, Workforce Management, Call Routing, Contact Center Design, Employee Retention, Recruiting and Hiring, Training & Development and Performance Management. Wendy is also a guest speaker at many industry events for such contact center forums as ICMI, NECCF and SWPP. She has a passion for Customer Service and a talent for being able to identify opportunities quickly within an organization and provide the necessary design to make cost-effective, data driven change that have proven to improve efficiencies, customer satisfaction and quality.

Garteski Bergler, Courtnie

Title: Director of Innovation Contact Center

Company: Mayo Clinic

Courtnie Garteski Bergler serves as the Director of Mayo Clinic’s Innovation Contact Center. With 25 years of Contact Center experience, Courtnie is dedicated to designing efficient workflows and pioneering new features to enhance agent productivity and elevate the customer experience. She is currently leading a digital contact center transformation project, which is propelling Mayo Clinic forward by experimenting with workflows like outbound dialer, two-way texting, customer relationship management, and outbound campaigns. Courtnie’s unwavering commitment to customer satisfaction aligns seamlessly with Mayo Clinic’s core value: “the needs of the patient come first.” She is also a champion for supporting frontline agents and the important work they do. Courtnie is a Bronze Quality Fellow in the Mayo Clinic Quality Academy, a Certified Scrum Product Owner, and a Certified Tourism Ambassador, and a pod cast guest on Patient Access Collaborative. Beyond her organization, Courtnie has been a presenter for Patient Access Collaborative, Epic XGM, Epic UGM, ICMI, Genesys, and helathXchange.

Gerulski, Sarah

Title: Senior Director - Client Services

Company: Northwestern Mutual

Sarah has oversight of the three largest contact centers at Northwestern Mutual, managing an average of 250 employees. As the business leader for the Lighthouse initiative, she fostered strategic partnerships to drive significant operating model changes aimed at achieving numerous company key metrics. Sarah leads multiple strategic initiatives for Field and Client Services, providing forward-thinking strategic direction. Additionally, Sarah collaborates with key business partners to implement new technologies, including AI capabilities, while maintaining a consistent focus on talent development at multiple organizational levels.

Grimes, Laura

Title: CEO

Company: Harrington Consulting Group, Inc.

Laura is CEO of Harrington Consulting Group Inc. She is an experienced consultant with over 20 years of successful business planning, project management, traffic engineering and resource management. Laura draws on her dynamic and innovative background in service and manufacturing operations with high-growth industry leaders. She has developed unique operational solutions for companies facing the challenges of managing multiple skills in multiple centers spanning the globe, including site selection and facility design. She is deft at developing customer relationship strategies and drilling those strategies down to operational plans. Laura, a frequent speaker at conferences, enjoys sharing her passion for customer service and exploring alternative and innovative ways to efficiently and effectively gain loyalty and retain customers. She has taught and lectured at several universities, and has published many articles on different facets of call center management including strategy development, deployment of resources, motivation of associates and forecasting and scheduling. Laura is an ICMI-Certified Call Center Management Consultant. She earned her master degree in business administration.

Gutmann, Pam

Title: Senior Director - Operational Excellence

Company: Northwestern Mutual

Pam Gutmann is the Sr. Director of Operational Excellence at Northwestern Mutual, where she leads a team of process excellence consultants. With nearly 20 years of experience in the financial services industry, Pam has dedicated half of her career to supporting operations in various disciplines, including change management, project management, and operations leadership. In the past 18-24 months, Pam has been instrumental in leading a cross-functional program aimed at implementing a new Operating model designed to drive iterative improvements within operations teams. This initiative has introduced new ways of working to a diverse set of team make-ups and sizes, impacting over 750 individuals. Pam holds an undergraduate degree in Human Resource Management and a graduate degree in Adult Education & Organizational Development. She is a self-proclaimed Cultural Broker, fueled by working on the edges of organizational structures, seeking to drive partnerships and bring systems thinking to all her endeavors. Residing in Wisconsin with her husband and 8-year-old daughter, Pam lives for summers spent at the lake.

Hizer, Rachel

Title: Sr. Training and Development Specialist

Company: WebMD Health Services

Rachel has been with WebMD for just 17 years. Like many of our leadership team, Rachel started as an agent in the health coaching call center. Her desire to learn more about the business and provide excellent service to our participants led her to volunteering to help in our customer service department during busy seasons. She found passion in serving the participant with anything they might need – whether it was a coaching session, logging into their account, or explaining their rewards program. This passion led to a natural transition of taking on a role on the Quality and Training team as a QA Analyst. This role let her channel her passion into improving the work of both health coaches and customer service representatives by giving them tips and holding them accountable to providing the best service possible to our participants. When our first major acquisition came in 2020, Rachel emerged as a natural leader when it came to figuring out how to combine the ideas and protocols of two companies into one seamless experience for our participants. Her leadership led her to a management role within the customer service department where she managed our Tier 2 representatives. Through this Rachel showed a passion and skillset at meeting people where they are, learning about how they digest information, and raising those around her to strengthen how we approach learning and development. After successfully completing this project, it was only natural that she returned to the Quality and Training team to become a Training and Development Specialist. Rachel is often the first face a new hire sees on their first day and their anchor as they continue through the onboarding and training process. From interviewing, creating an agenda, building content, leading trainings, to passing along feedback to their future managers, Rachel is involved every step of the way. When we were ready to build a manager development program, Elevate, Rachel was the person we wanted on the job. Rachel will tell you she is fueled by making learning engaging, inspiring and welcoming - no matter where you fall in your learning journey. Others say that Rachel uses her words not just to teach, but to motivate. Her unlimited patience to find a way to your ‘ah-ha’ moment and ability to see change as an opportunity for unlimited growth is unmatched. Rachel helped create the Elevate program from the ground up, which now serves as a space for our managers to learn management techniques, share experiences, and find ways to build leaders within their own teams.

Hoyer, Mimi

Title: Sr. Manager, Coaching and Operations

Company: WebMD Health Services

Mimi has been with WebMD for over 15 years. Like many on our Coaching and Operations Leadership Team, she started as an agent in our health coaching call center. Mimi zeroed in on how to provide the best service to our end-users, and this led to her joining the Quality Assurance team. From there, Mimi took on the lead-trainer role. Displaying her agility to pivot, she then supported and managed a team of agents before returning to her true passion, quality and training. Mimi’s next role, managing the quality and training team, allowed her to really move the Coaching and Operations departments to the next level. Mimi and her team are responsible for leading 6+ new hire onboarding trainings each year. They support recruiting, interviewing, training, and follow-up support, as if it is a seamless and everyday norm. Mimi manages the oversight and support of many of the programs that we offer, and her and her team serve as the liaison between our call center and the client delivery teams. Mimi supports over 200+ trainings per year for the many agents and additional departments within the organization. She partners with our client delivery teams as a subject matter expert for our programs and is an integral part of the sales process. Mimi loves a challenge and new project and is always ready to take on anything new.

Amanda Hughes

Title: Founding Partner

Company: Clearest Blue LLC

Amanda Hughes is the Founder and Managing Director of Clearest Blue, an advisory firm launched in 2019, dedicated to guiding organizations through the evolving landscape of cloud communications, AI solutions, and contact center technologies. With over two decades of experience in technology services, Amanda has built a reputation for helping clients make strategic, informed decisions that drive operational efficiency, revenue growth, and innovation. Her expertise spans cloud communications, AI integration, and digital transformation, with a strong focus on conversational AI and contact center solutions. Amanda's approach emphasizes practical, vendor-neutral guidance—empowering clients to navigate complex technology ecosystems with clarity and confidence. Under her leadership, Clearest Blue has become a trusted advisor to companies seeking to modernize their communications infrastructure, enhance customer experience, and leverage AI for strategic growth. Amanda is known for her ability to simplify complexity, delivering tailored solutions that align with each client’s unique objectives. Clearest Blue’s advisory services have continued to expand, with a growing emphasis on AI-powered contact center technologies and innovative communication solutions. Amanda’s commitment to staying at the forefront of emerging technologies ensures her clients receive the most relevant, effective guidance available.

Chelsey Johnson

Title: Education and Quality Manager

Company: Gopher Sport

Chelsey is the Education and Quality Manager for Customer Care at Gopher Sport, where she leverages a strong foundation in education and quality leadership to drive excellence in service delivery. She is highly skilled in designing and facilitating impactful training programs, coaching front-line staff, and leading quality assurance initiatives. Through her strategic approach and commitment to continuous improvement, Chelsey ensures her team is well-equipped to provide outstanding customer experiences.

Chelsey Johnson

Title: Education and Quality Manager

Company: Gopher Sport

Chelsey is the Education and Quality Manager for Customer Care at Gopher Sport, where she leverages a strong foundation in education and quality leadership to drive excellence in service delivery. She is highly skilled in designing and facilitating impactful training programs, coaching front-line staff, and leading quality assurance initiatives. Through her strategic approach and commitment to continuous improvement, Chelsey ensures her team is well-equipped to provide outstanding customer experiences.

Kauper, Cara

Title: Manager, Staff Development

Company: UPMC Health Plan

Since joining the health plan in 2014, I have climbed the career ladder from concierge to trainer, supervisor, and now manager. My journey is marked by numerous accolades, including the 2024 Gold Stevie Award for Best Use of Technology in Customer Service and the 2024 Silver Stevie Award for Customer Service Management Team of the Year. I also hold the 2019 Gold Stevie Award for Coaching Program of the Year and the 2020 Bronze Stevie Award in the same category. In addition to my professional achievements, I am a Mental Health First Aid Certified professional and an Ambassador for Excellence in Action, focusing on employee experience, safety, and wellness. As a DE&I Mentor for Member Services and an active member of the Insurance Services Employee Engagement Committee, I am dedicated to fostering an inclusive and supportive work environment. Outside of work, I am a devoted mom, daughter, sister, and friend. I actively volunteer with a fire company, enjoy reading psychological thrillers, practicing hot yoga, and running half marathons.

Kindron, Michael

Title: VP, Head of Voice, Contact Center

Company: HSBC Bank USA

With over two decades of dedicated service in the banking industry, Michael Kindron has built an impressive career in customer service, specializing in contact center operations. Starting from the ground up, he has gained extensive experience in handling a wide range of client interactions, and leading large teams, ensuring that each customer receives exceptional service and effective solutions. Michael has played a key role in enhancing the client experience, focusing on understanding customer needs, resolving complex issues, and building long-term relationships. Throughout his career, he has consistently demonstrated an ability to manage high performing teams. Known for his dedication to continuous improvement, Michael has actively contributed to process improvements and the development of strategies aimed at improving overall customer satisfaction and operational efficiency. In addition to client experience, he also possesses a deep knowledge of banking products and services. Michael remains passionate about creating positive experiences for clients and is excited about continuing to drive excellence in customer service at HSBC US.

Erica Marois

Title: Sr. Manager, Content & Community

Company: ICMI, HDI

As the Senior Manager for Content and Community at ICMI, Erica creates content and experiences that empower contact center professionals to deliver better service. She brings over 15 years of content and community management experience to ICMI and a passion for storyteller. Erica is a connector of people – in any medium – and loves bringing contact center leaders together to solve problems. Want to get more involved in the ICMI community? Reach out to Erica via email: [email protected]

Michael Mattson

Title: Chief Empathy Officer

Company: Walk a Mile CX

As a customer experience catalyst, I fuse emotional intelligence, empathy, and strategic technology to humanize and elevate customer journeys. Leveraging robust analytics, I immerse organizations in empathy-driven methodologies that cultivate emotional connections and deliver exceptional experiences. A champion of responsible AI integration, I enable streamlined operations and best-in-class service through intelligent solutions governed by ethical practices. My hands-on expertise in continuous improvement tackles root causes, optimizing processes for unparalleled loyalty and sustainable growth. Drawing from my entrepreneurial roots in photography, my superpower lies in giving customers a voice by viewing experiences through their unique lens. This perspective allows me to refine product development and shape innovative strategies that foster trust. As an empathetic leader, I guide organizations in becoming authentically customer-centric and primed for success in the experience economy - whether through immersive training, rapid process redesigns, or AI-augmented consulting. I am a customer experience visionary, laser-focused on humanizing interactions to cultivate unshakable loyalty.

Meyers, Sheri

Title: Manager OnCall Education

Company: OSF HealthCare

Sheri Meyers is an accomplished leader with extensive experience in training, education, and leadership development. She has successfully designed and implemented comprehensive education, training, and Epic support structures for a digital health entity encompassing digital care, a contact center, and a modern urgent care platform. Sheri holds a Bachelor’s degree in Education, a Master’s degree in Organizational Leadership, and her Doctorate in Strategic Leadership.

Melanie

Title: Director Consumer Services

Company: KraftHeinz

Ms. Moreland has managed KraftHeinz's consumer services unit for over five years. More details to follow. She has spoken at a half-dozen SOCAP conferences, among others.

Martin Newman

Title: london

Company: The Customer First Group

Martin Newman is a globally recognized customer-centric expert, board advisor, speaker, and author. With over 40 years of experience in the consumer-facing industry, he has transformed brands like Burberry, Ted Baker, and Harrods, driving business growth through customer-first strategies. As the Founder of The Customer First Group, Martin is dedicated to helping businesses put customers at the heart of everything they do. He is a trusted advisor to boards and leadership teams, providing strategic insights on digital transformation, customer experience, and omnichannel retail.

O'Flahavan, Leslie

Title: Owner

Company: E-WRITE

Leslie O'Flahavan has helped thousands of people learn to write well for online readers. She has delivered customized writing courses for customer service agents, social media managers, and technical support staff. She is a problem-solver for all the writing-related challenges faced by contact centers: e-mail, chat, social media, and text. She helps contact centers train agents to write well, measure the quality of their writing, and maintain their libraries of canned answers. Recently, she completed a complete overhaul of customer service writing for a global airline’s domestic and international contact centers. In recent years, Leslie was named one of ICMI’s “Top 25 Thought Leaders,” Netomi’s “50 of the Best CX Influencers,” ProcedureFlow’s “Top 30 Customer Service Influencers,” and Engati’s “30 CX Leaders to Follow.” Leslie is a LinkedIn Learning author of six courses: Customer Service: Serving Customers Through Chat and Text, Customer Service: Writing for Social Media, Technical Writing: How to Write a Quickstart Guide, How to Write Customer Service Email and Writing in Plain Language. Leslie is the co-author of Clear, Correct, Concise E-Mail: A Writing Workbook for Customer Service Agents.

Onwuka, Sabina

Title: Head of Customer Services

Company: London Borough of Barking & Dagenham

Sabina Onwuka is an award winner in Customer Experience and Innovation. She is also a champion of Customer & Employee Experience. A passionate & knowledgeable Public Speaker she engages and inspires audiences with a dynamic approach tailored to their specific needs. A Coach, a Mentor and Leader with a genuine desire to support young leaders to be a better version of themselves for tomorrow's world. Sabina teaches how to foster team spirit, resilience, team motivation and confidence. She demonstrates how to create a safe place for people to express their concerns in any workplace situation, which is more important than ever. Sabina sits on the Standard Advisory Board of the Contact Centre Management Association, is a Chair of governors at her local primary school and Heads the Customer Services department at The London Borough of Barking & Dagenham.

Bianca Price

Title: HR Customer Experience Manager

Company: Michigan State University

Bianca Price is an accomplished HR Customer Experience Manager with over a decade of expertise in transforming employee and customer experiences through strategic innovation and operational excellence. Renowned for streamlining workflows and optimizing processes, Bianca has a proven track record of delivering measurable improvements in service delivery, employee engagement, and customer satisfaction. Passionate about aligning employee experience (EX) with customer experience (CX), Bianca empowers teams with data-driven insights, targeted training, and practical tools to achieve long-term success. A champion of collaboration, inclusivity, and excellence, Bianca integrates diversity, equity, and inclusion (DEI) principles into every initiative, fostering meaningful impact for employees and stakeholders alike. Backed by a strong academic foundation in Business Administration and Human Resources Management, Bianca combines strategic leadership with a commitment to driving innovation and creating transformative organizational outcomes.

Richardson, Bryant

Title: Founder & President

Company: Real Blue Sky, LLC

Bryant Richardson is the founder and president of Real Blue Sky, LLC, a consultancy focused on empowering business leaders to craft compelling customer experiences. He translates world-class customer experience (CX) strategies into practical, impactful solutions tailored for growth-minded business leaders. Bryant's journey in customer experience is rooted in a lifetime of learning and curiosity. His inquisitive nature led him to understand how things worked, with an innate desire to improve them. For over 30 years, he has been a recognized leader in transforming customer experiences for top brands across varied industries. Bryant is also a highly-rated speaker and the author of numerous industry articles and his forthcoming book, The Next CX Economy. Outside of work, Bryant is deeply committed to his community, generously sharing his time, talents, and resources with organizations like Embrace Waiting Children. He enjoys motorcycling North Texas’ scenic byways and cooking for friends and family in his Dallas-area home.

Justin Robbins

Title: Founder and Principal Analyst

Company: Metric Sherpa

Justin Robbins is a seasoned expert in customer experience strategy, operations, and business transformation. As the Founder and Principal Analyst at Metric Sherpa, Justin helps CX solution providers and enterprise brands achieve measurable business outcomes by aligning their customer experience strategies with operational excellence and market needs. With over 20 years of experience in CX operations, training, and research, Justin has partnered with Fortune 500 companies and industry leaders to design customer strategies that drive revenue, loyalty, and long-term growth. His approach emphasizes simplicity and scalability, helping organizations cut through complexity to deliver exceptional customer interactions that make a tangible impact. Justin’s career includes leadership roles at ICMI & HDI, where he directed global research initiatives, authored benchmarking studies, and provided consulting to improve CX and contact center performance. He has also worked closely with SaaS providers like Talkdesk, UJET, and 8x8, advising on go-to-market strategies and content that resonates with CX leaders. Earlier in his career, Justin managed front-line operations and led organizational transformations at companies like Hershey Entertainment & Resorts and Network Solutions. A dynamic and engaging speaker, Justin frequently presents at industry conferences and executive workshops, delivering actionable insights on performance metrics, CX innovation, and the evolving role of customer experience in business success. He also serves on the CX Accelerator Board and advises the Quality Assurance & Training Connection (QATC), supporting leaders as they navigate challenges and seize opportunities in the CX landscape.

Josh Streets

Title: CEO

Company: Scoreboard Group Consulting

Josh Streets is Founder and CEO of Scoreboard Group Consulting, as well as a Sr. Certified Consultant for ICMI. He has spent the last 20+ years in contact center leadership, executive leadership, consulting and advisory. He is widely known as a thought leader in the industry, working alongside many of today's leading brands. Transformation and modernization of customer and employee experiences has been his career long purpose. Josh's engagements traditionally meet at the intersection of CX, AI, Ops & I.T. He is a strategist at heart, who enjoys being the liaison between executives to assess, create and deliver strategy + tactics toward best in class CX. Josh is a sought-after speaker who has presented at many leading industry events over the years including Execs in the Know, ICMI Expo, Quality & Training Conference, GTACC Roundtables, Service Management World, etc. You can always find his most recent thoughts and opinions on the future of contact centers and AI via LinkedIn.

Tedder, Doug

Title: Principle Consultant

Company: Tedder Consulting LLC

Doug Tedder is the principal of Tedder Consulting LLC, an ITSM and IT governance consulting practice. Doug is a strategic, innovative, and solutions-driven service management professional with more than twenty five years of experience across a variety of industries. He is a resourceful, pragmatic, and hands-on leader with a proven track record of success implementing ITSM processes, focusing on value delivery and organizational transformation. Doug is a Fellow in Service Management (FSM), an ITIL Expert and v2 Service Manager, and a certified ISO/IEC 20000 Consultant Manager. He holds all of the ITIL Capability certificates, and he's a certified ITIL Foundation trainer. As an active volunteer within the ITSM community, Doug is a frequent presenter at industry user group meetings, webinars, and conventions. He is also a former president of itSMF USA. Follow Doug on Twitter @dougtedder.

Thomson, Simon

Title: Client Relationship Director

Company: Steps Drama Learning Development

Simon has spent over 30 years working in learning and development in both corporate and educational settings. He is responsible for managing client relationships for a number of top tier global US clients. A large part of his client work includes a focus on Diversity and Inclusion, Inclusive Leadership and Unconscious Bias. Simon has a BA (Hons) degree in Performance Arts from Middlesex University and subsequently trained at the Webber Douglas Academy of Dramatic Art.

Toister, Jeff

Title: The Service Culture Guide

Company: Toister Performance Solutions

Jeff's first customer service interaction ended in a service failure. Vowing to learn from that experience, he became obsessed with customer service. He has worked has a contact center manager, trainer, and even a frontline agent. Today, he is the bestselling author of four books, including The Service Culture Handbook: A Step-by-Step Guide to Getting Your Employees Obsessed With Customer Service. More than five million people have taken one of his training programs on LinkedIn Learning and he is ranked as one of ICMI's top 25 thought leaders.

Wilson, Andrew

Title: Call Center Manager

Company: Weitz & Luxenberg

Drew Wilson is a seasoned operations leader with 15+ years of experience in project management and contact center transformation. As Call Center Manager at Weitz & Luxenberg, Drew oversees intake operations supporting mass tort and class action litigation nationwide. Since joining in 2024, he has led a full-scale turnaround—rebuilding team culture, implementing structured KPIs and QA practices, and laying the groundwork for sustainable growth. A passionate advocate for empathetic service, people-first leadership, and measurable results, Drew brings a hands-on, no-fluff approach to every initiative. His leadership style blends accountability with empowerment, helping teams thrive in complex, high-stakes environments.

Wright, Shanna

Title: Vice President, Distribution Services

Company: Red Roof

Shanna Wright is a seasoned hospitality professional with more than 30 years of experience in the industry, marked by a passion for creating exceptional customer experiences. She began her career on the Food & Beverage side before transitioning into Hotel Operations with Red Roof—a company she has proudly called home ever since. Over the years, Shanna has embraced opportunities to grow within the organization, gaining deep expertise across various facets of the hospitality business. Since 2018, she has served as Vice President of Distribution Services at Red Roof, where she oversees all Distribution for the brand, including managing the Online Travel Agency (OTA) partnerships and support teams, as well as all Contact Center functions which include Reservations, Loyalty Support, Customer Care, and Reputation Management.

Ziff, Beth

Title: EVP, Customer Engagement

Company: ACC Premiere

Beth Ziff, EVP of Customer Engagement and Co-Founder of Premiere Response (now ACC Premiere) has been an experienced contact center professional for more than 30 years. Beth has regularly facilitated the SOCAP International annual CPG Summit session on The Contact Center of the Future delivering thought-provoking insights and posing forward thinking questions. In addition to speaking regularly at SOCAP industry events, she has delivered sessions about contact center innovation and crisis and recall best practices at NECCF and other leading industry forums. Beth is leading the development of ACC Premiere’s AI and Business, Systems, and Data Innovations Centers of Excellence designed to harness and deliver exceptional AI-enabled agent performance, uncover unseen trends across data sets, and provide exceptional, automated consumer experiences. Having established and managed multi-dimensional contact center operations for Fortune 500 companies, Beth is passionate about designing programs that deliver exceptional service and operational efficiency. Beth also continues to advise countless clients in consumer affairs and crisis management across a variety of industries including CPG/consumer products, food & beverage, health and pharmaceutical, and more.