Business Associates

Andy Traba is VP of Product Marketing at NICE, helping brands create experiences that flow. Today he focuses on how organizations deliver CX@Scale and has a successful track record in driving innovation strategies...

Andy Traba is VP of Product Marketing at NICE, helping brands create experiences that flow. Today he focuses on how organizations deliver CX@Scale and has a successful track record in driving innovation strategies and go-to-market initiatives for startups and large enterprises. He’s worked in AI and Analytics since before it was cool, and has nearly 20 years’ experience in product management, data science, and business operations. Outside of work, Andy is a dad to twins, a cocktail aficionado, and never turns down a good bet. 

Brad Cleveland is known globally as one of today’s foremost experts in customer strategy and management. He has worked across 45 states and 60 countries for clients as diverse as American Express,...

Brad Cleveland is known globally as one of today’s foremost experts in customer strategy and management. He has worked across 45 states and 60 countries for clients as diverse as American Express, Apple, USAA, the University of California and the federal governments of Australia, Canada, and the U.S. Brad was a founding partner in and former CEO of the International Customer Management Institute (ICMI). His books include Contact Center Management on Fast Forward (ICMI, 4th edition 2019) and Leading the Customer Experience (Kogan Page, 1st edition 2021). Contact info: www.bradcleveland.com

As the VP – US Operations, Todd specializes in the areas of Workforce Management Operations, Operational Process Consulting and Learning/Development.  With over 35 years experience, holding managerial and executive positions in the Telecom, Utility and Contact Center industry, he brings...

As the VP – US Operations, Todd specializes in the areas of Workforce Management Operations, Operational Process Consulting and Learning/Development.  With over 35 years experience, holding managerial and executive positions in the Telecom, Utility and Contact Center industry, he brings a wealth of knowledge in developing linkages between business strategies, workforce operational processes and leadership skills in learning/development.

Todd has consulted with companies across the globe, working with businesses to identify operational, workforce management process and training opportunities where significant productivity gains can be realized. He is a regular speaker at industry conferences, has published articles in trade journals and conducts seminars as an industry expert.

He holds a Bachelor’s degree in Business Management, a Master’s in Human Resource Management and Lean Sigma Management certification. He is a Certified Workforce Planning Professional (CWPP) and a charter member of the Board of Advisors for The Quality Assurance and Training Connection (QATC) and the International Society of Workforce Planning Professionals (SWPP). He may be reached at [email protected]

Wendy Fowler is a seasoned industry expert with 27 years of broad contact center experience with an emphasis on workforce management and quality management. Wendy has a proven track record of implementing and reengineering workforce management and quality management programs...

Wendy Fowler is a seasoned industry expert with 27 years of broad contact center experience with an emphasis on workforce management and quality management. Wendy has a proven track record of implementing and reengineering workforce management and quality management programs for companies of all sizes and across a variety of industries. 

Wendy has been helping organizations improve performance by providing expert analysis, feedback and actionable solutions to make improvements in such areas as: Customer Satisfaction, Quality Assurance, Workforce Management, Call Routing, Contact Center Design, Employee Retention, Recruiting and Hiring, Training & Development and Performance Management.

Wendy is also a guest speaker at many industry events for such contact center forums as ICMI, NECCF and SWPP.

She has a passion for Customer Service and a talent for being able to identify opportunities quickly within an organization and provide the necessary design to make cost-effective, data driven change that have proven to improve efficiencies, customer satisfaction and quality.

Laura is CEO of Harrington Consulting Group Inc. She is an experienced consultant with over 20 years of successful business planning, project management, traffic engineering and resource management. Laura draws on her dynamic and innovative background in service and manufacturing...

Laura is CEO of Harrington Consulting Group Inc. She is an experienced consultant with over 20 years of successful business planning, project management, traffic engineering and resource management. Laura draws on her dynamic and innovative background in service and manufacturing operations with high-growth industry leaders. She has developed unique operational solutions for companies facing the challenges of managing multiple skills in multiple centers spanning the globe, including site selection and facility design. She is deft at developing customer relationship strategies and drilling those strategies down to operational plans.

Laura, a frequent speaker at conferences, enjoys sharing her passion for customer service and exploring alternative and innovative ways to efficiently and effectively gain loyalty and retain customers. She has taught and lectured at several universities, and has published many articles on different facets of call center management including strategy development, deployment of resources, motivation of associates and forecasting and scheduling.

Laura is an ICMI-Certified Call Center Management Consultant. She earned her master degree in business administration.