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Andrew GilliamSenior Consultant, Contact Center and Customer ExperienceAvtex Solutions

Andrew Gilliam is a passionate Customer Experience innovator and change agent with a background in IT support and customer service. As a Senior Consultant of Contact Center and Customer Experience for Avtex, he helps businesses of all sizes and industries serve their employees and customers better. Andrew enjoys writing and speaking about industry best practices, and he previously served as an analyst for two of the world's leading contact center and IT service management communities. Andrew has been honored as one of ICMI's 2019 Movers & Shakers, ICMI's Top 50 Thought Leaders, and ProcedureFlow's Top 30 Customer Service Influencers. Follow Andrew (@ndytg) on Twitter, connect with him on, and discover more at