COLORADO SPRINGS, Colo., Aug. 19, 2019 (GLOBE NEWSWIRE) -- The International Customer Management Institute, the authority on contact center excellence, today announces the honorees for the second annual ICMI Customer Experience Movers & Shakers list. The 2019 ICMI Customer Experience Movers & Shakers list honors emerging leaders and innovators in the customer experience and contact center space. This year’s honorees were chosen due to their hard work and dedication to inspire excellence, motivate peers, and shape the future of customer service. All 2019 honorees will be recognized and celebrated at the ICMI Contact Center Connections Movers & Shakers Celebration, taking place October 29, 2019. To register for the conference, please visit: icmi.com/ccconnections/
“The ICMI Customer Experience Movers & Shakers List is developed to shine a spotlight on the industry professionals that are excelling in their fields and going to great lengths to achieve customer service excellence,” said Patty Caron, Event Director, ICMI. “This year’s honorees encompass the skills and dedication needed to improve the customer experience industry and we look forward to celebrating them at ICMI Contact Center Connections in Chicago.”
This year’s Movers & Shakers were nominated by their peers or colleagues. The ICMI content team then reviewed applications and evaluated them based on a list of required criteria for each category.
2019 ICMI Customer Experience Movers & Shakers:
Customer Experience Leaders
Dan Craig, Director, Information Experience, Khoros
Natalia Diaz, General Manager, Callzilla
Suzette Robinette, Contact Center Manager, Hiway Federal Credit Union
Thom San Filippo, Vice President Customer Service & Experience Design, Dow Jones & Co.
Frontline Employees
Brittany Boorman, Product Support Specialist, Merrill Corporation
Stephanie Finnell, Customer Service Representative, WebMD Health Services
Andrew Gilliam, ITS Service Desk Consultant, Western Kentucky State University
Todd Gulizia, Specialty Health Coach, WebMD Health Services
Patience Mumbulo, Customer Service Supervisor, NYCM Insurance
Rob Puica, Customer Service, Dow Jones & Co.
Amanda Winfrey, Business Systems Consultant, Wells Fargo Treasury Management Client Delivery
Technology Leaders
Mike Bowman, Senior Manager of Customer Service, ECSI
Doug Klees, Head of Customer Care, MoneyGram Payment Systems Inc.
Bill Pemble, Director of Michigan Enterprise Contact Center and Cloud Application Development, State of Michigan Department of Technology, Management & Budget
Becky Roemen, Sr. CX Consultant, TTEC
Cameron Weeks, CEO and Co-Founder, Edify Labs, Inc.
Training Professionals
Amanda Burleson, Training & Development Specialist, WebMD Health Services
Maria Carrasco, Learning & Development Consultant, Wells Fargo Treasury Management Client Services
Rachel Chafetz, Knowledge and Training Manager, Dow Jones & Co.
Workforce Managers
Harsha Wickramasinghe, Assistant Manager, Dialog Business Services
Collin Ziemer, Senior Workforce Manager, Kaiser Permanente
Customer Hero of the Year Finalists
Debbie Nagy, Quality Assurance Manager, Dow Jones & Co.
Steven Treglown, Customer Support Manager, Khoros
Nominees in this category have been narrowed down to a group of finalists. The ICMI audience will select the winner, who will be announced at ICMI Contact Center Connections 2019.
About ICMI The International Customer Management Institute (ICMI) is the leading global provider of comprehensive resources for customer management professionals -- from frontline agents to executives -- who wish to improve customer experiences and increase efficiencies at every level of the contact center. Since 1985, ICMI has helped more than 50,000 organizations in 167 countries through training, events, consulting, and informational resources. ICMI's experienced and dedicated team of industry insiders, trainers, and consultants are committed to helping you raise the strategic value of your contact center, optimize your operations and improve your customer service. ICMI is brought to you by Informa Tech.
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