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ICMI's Contact Center Expo: A Digital Experience provides inspirational sessions that matter to you, with high-quality keynotes, 1-on-1 time with exhibitors, and multiple ways to connect with the contact center community. Click on session titles for full session descriptions. All times noted are in EST.

Paul RichardsonPresident and CEOZeiders Enterprises, Inc.

Paul has over 30 years of experience in program management and 25 years of contact center industry experience. Paul focuses on leading with an ethical approach that ensures fairness to the employee, the company, and the customer while incorporating continuous process improvement, and putting people first, always. He recognizes that success is rooted in understanding that we are all in the people business and making the connection between the head and the heart requires empathy, emotional intelligence, and technical acumen to bridge the gaps that ultimately enable people to thrive. As Zeiders President and CEO, Paul has strategic and operational responsibility for the company’s worldwide operations.

Prior to joining Zeiders in 2012, Paul was as a business process consultant for the U.S. Air Force, an executive with Anthem BCBS managing the customer service operations for the Department of Defense (DoD) TRICARE contracts, a Vice President for Contact Center Planning with Amerigroup Corporation’s health plan services, and a Vice President for Ceridian overseeing the Service Delivery Operations for over 6 million members of the DoD EAP program, Military OneSource. Paul served as a Medical Service Corps Officer in the U.S. Army and is a combat veteran of the First Gulf War.