ICMI Honors Top Industry Innovators and Leaders with the Second Annual ICMI Customer Experience Movers & Shakers List

Honorees will be celebrated at ICMI Contact Center Connections 2019, taking place Oct. 28-30 in Chicago, IL

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/

To learn more about the ICMI Customer Experience Movers & Shakers list, please visit: icmi.com/Landings/General/Awards/Movers-and-Shakers

“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.

Register for ICMI Contact Center Connections 2019:
To register before September 13 and save up to $300, please visit: icmi.com/contact-center-connections/Pricing/Passes-and-Pricing

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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.

About Informa Tech
Informa Tech is a market leading provider of integrated research, media, training and events to the global Technology community. We're an international business of more than 600 colleagues, operating in more than 20 markets. Our aim is to inspire the Technology community to design, build and run a better digital world through research, media, training and event brands that inform, educate and connect. Over 7,000 professionals subscribe to our research, with 225,000 delegates attending our events and over 18,000 students participating in our training programs each year, and nearly 4 million people visiting our digital communities each month. Learn more about Informa Tech.

Heather Donner