Announcing the 2018 ICMI Customer Experience Movers & Shakers
Empowering contact center excellence for 30 years!

Announcing the 2018 ICMI Customer Experience Movers & Shakers

Last month we set out on a mission to recognize trailblazers in the contact center and customer experience industry. We received dozens of nominations across each of six unique categories and evaluated them all against the required criteria. It was tough to narrow down the field, but today we are pleased to introduce you to the First Annual ICMI Customer Experience Movers & Shakers.

ICMI Movers and Shakers

Thank you to everyone who submitted a nomination, and congratulations to the honorees! We're looking forward to celebrating at ICMI Contact Center Demo.

Know someone who belongs on our 2019 list? Stay tuned for nomination details next Spring!

2018 ICMI Customer Experience Movers & Shakers:

Customer Experience Leaders

  • Nate Brown, Director of Customer Experience, UL
  • Holly Hacker, Director, Brand and Customer Experience, Vitamix Corporation
  • Sean Kendall, Director of Customer Experience, TetraVX
  • Milin Mathur, Director, Customer Support & Service Platforms, Pearson
  • Vidya Ravichandran, President, GlowTouch Technologies
  • Heidi Rote, Director, North America Sales Center, Jenny Craig USA
  • Debra Shirk, Treasury Services Manager, Wells Fargo Treasury Management Client Delivery
  • Michelle Williams, Head of Consumer Care, Dorel

Frontline Employees

  • Heather Enloe, Customer Advocacy Coordinator, Gopher Sport
  • Lindsey Fischer, Technical Support Analyst, Lithium Technologies
  • Annie Jessop, Expert Advisor, Gopher Sport
  • Desiree LaFontaine, Expert Advisor, Gopher Sport
  • Nicole Moore, Customer Advocacy Coordinator, Gopher Sport
  • Jenny Reid, Customer Advocacy Coordinator, Gopher Sport
  • Ashley Sands, Customer Advocacy Coordinator, Gopher Sport
  • Chelsie Zinken, Treasury Services Associate, Wells Fargo Treasury Management Client Delivery

Contact Center Training Professionals

  • Sarah Gibart, Customer Service Supervisor, Education and Quality, Gopher Sport
  • Sheri Kendall-duPont, Manager of Training, FCR
  • Chelsey Johnson, Education and Quality Administrator, Gopher Sport

Contact Center Workforce Managers

  • Omar Garcia, Treasury Services Manager, Wells Fargo Treasury Management Client Delivery
  • Chris Hanna, Technical Advisory Team Manager, StarTech.com
  • Ann Ringhofer, Customer Service Supervisor, Workforce Management, Gopher Sport
  • Jeremy Ropp, Workforce Analyst, National Notary Association
  • Dustin Snidow, Workforce Management Administrator, Gopher Sport
  • Nick Solomon, Senior Manager, Workforce Optimization, Hulu

Technology Leaders

  • Chris Bauserman, VP of Product & Segment Marketing, NICE inContact
  • Conner Burt, COO, Lessonly
  • Stephen Pappas, SVP North America Operations, Panviva
  • Max Yoder, CEO, Lessonly

Customer Hero of the Year Finalists

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 Demo 2018.

  • Rosie Kozlowski, Manager, Customer Solutions and Appeals, hellofurther.com
  • Angie Ridgeway, Customer Success Manager, UBM
  • Josh Williams, Resolution Manager, Wells Fargo Treasury Management Client Delivery


Topics: Customer Experience

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