Ashley Verrill is a CRM software analyst for Software Advice, as well as the managing editor for the Customer Service Investigator blog. She has spent the last seven years reporting and writing business news and strategy features. Her work has been published or cited in Inc., Forbes, the Upstart Business Journal, the Austin Business Journal and the North Bay Business Journal. She also produces original research-based reports and video content with industry experts and thought leaders.

Jonathan is an experienced social executive with over 15 years of leveraging technology to drive high value for enterprises and clients. He has worked with a broad range of software, electronics, high tech, and communications companies over the course of his career, leading programs and implementing strategies that help clients drive success. He is specifically focused on social media and mobile strategies that support customer service and drive customer satisfaction.

Jonathan is currently responsible for the channel/partner strategy and strategic account development of the social and mobile solutions at Five9, leveraging the social/mobile platforms that were transitioned as part of the acquisition of SoCoCare.

Previous to Five9 and SoCoCare, Jonathan spent 15 years with Accenture, leading social media strategies and transformational programs across the Atlantic region, and operating as account executive for fortune 500 clients.

A passionate connector of people, Erica Marois is a customer and employee experience enthusiast who loves helping others find unique solutions to their biggest challenges. She has 12+ years of experience in content creation and community building and volunteers as a facilitator for CX Accelerator. A content marketing specialist with 8x8, Erica works from home in Richmond, VA, where she lives with her husband and their lab-mix, Quinn. Outside of work, she loves cooking, traveling, and reading.