For almost 40 years, Bob's career has focused on helping companies improve their customer experience. Bob retired in 2023 due to health issues but is still active in the industry. As a practice leader, his teams drove customer success by designing effective service and support strategies across all channels, with a focus on Salesforce, the world's leading customer engagement platform. He founded Touchpoint Associates in 2003. He went on to lead consulting organizations at Bluewolf, IBM, and Slalom, where he consulted with many of the top brands worldwide. He received the prestigious ICMI Lifetime Achievement Award in 2017 for his lifetime work and impact in the contact center industry. He writes for several industry publications and is active on Twitter and LinkedIn, where his hashtag is #ILoveThisStuff. On a personal note, Bob is married with two children and two amazing grandsons. He lives in Memphis, TN, loves photography, and is an avid Pittsburgh Steelers fan. He is actively involved in the support of breast cancer awareness among young women. He and his wife, Susan co-founded Keesha Warrior Princess in 2020 in honor of his daughter's story. (www.warriorprincess.org)