ICMI is proud to support a Strategic Advisory Board comprised of industry thought leaders, practitioners and solution providers. We work with this board to:
- Keep closer tabs on customer insights and contact center market developments as they arise.
- Ensure our content offerings are aligned with industry best practices and our products evolve at pace to serve the community.
- Grow industry relationships and our network.
We live in dynamic and unprecedented times, and ICMI’s mission remains focused on making contact centers better. This board helps us deliver on this mission and we appreciate and value the contributions these experts make to the contact center industry.
Be sure to look for their insights in our Contact Center Insider, meet them at our virtual and live events, and get to know them via their bios below.
For inquiries regarding this board, please contact: [email protected]
Chief Experience Officer
Nate Brown is a perpetual student of the world’s greatest experiences and the people who create them. Having spent the first decade of this career managing a complex technical support environment for Occupational Health and eLearning software, Nate transitioned to Customer Experience 2015. After authoring The CX Primer, Brown was dubbed the “CX Influencer of the Year” by CloudCherry in 2019, and a top global CX thought leader by TruRating, Qminder, ProcedureFlow, LiveHelpNow, ICMI, Exceeders, Netomi, Survey Sensum, MattsenKumar, iAdvize and LitmusWorld. As a passion project, Nate created CX Accelerator, a first-class virtual community for Customer Experience professionals. Nate currently serves as the Chief Experience Officer for Officium Labs and can be found at a variety of conferences speaking and training on the CX topics he loves.
Sr. Marketing Manager
Alice Deer, CTSM has contributed to the Marketing department at Genesys in multiple roles during her tenure. In her current role as Sr. Marketing Manager, Global Events, Alice manages the Global trade show program and contributes to other Global Genesys event programs throughout the year. In addition to her core role, Alice is a Board Member on the Genesys Indy EAC and Indianapolis Leadership Committees and manages the ShopGenesys brand store.
Alice currently holds her Certified Trade Show Marketer (CTSM) certification through EXHIBITOR online and Northern Illinois University Outreach Program. She is also a graduate of Indiana University with a Bachelor's of Science in Sports Marketing and minor in Event Management.
Director of Network Operations
National Suicide Prevention Lifeline | Vibrant
Ashby is thrilled to be the Director of Operations for the National Suicide Prevention Lifeline. As the Director of Operations, she is responsible for ensuring the 24-hour operation of the National Suicide Prevention Lifeline and related sub-networks, including working closely with the IT department to ensure key performance indicators are met. Her team oversees all program subcontractors and monitors all program deliverables and contract compliance, as well as coordinating all program quality improvement activities.
Prior to moving to the Lifeline, Ashby was the Chief Clinical Officer at The Trevor Project, the nation's leading organization providing crisis intervention and suicide prevention services to LGBTQ youth under the age of 24. While having been focused largely on crisis center operations for the last 7+ years, Ashby is also a licensed clinical social worker in both NY and CT. She currently operates a private practice with a focus on couples therapy, young professionals, LGBTQ youth, sexual assault survivors, and substance use treatment.
Service Cloud GTM
Leveraging his 20+ years of enterprise applications experience, Craig leads Salesforces' Service Cloud Line of Business GTM, across both contact center and field service engagements.
Contact Center Consultant | ICMI Sr. Consultant
Gibson Learning and Performance
Rebecca Gibson is a tireless contact center advocate who believes passionate, connected employees are the key to memorable customer experiences. She specializes in practical, creative approaches to contact center training, employee development and support, performance management, and contact center quality.
With over 20 years of contact center experience, Rebecca has worked in HR and recruiting, training and development, software product design, and consulting leadership. Her consulting and training experience includes Genesys, Magellan Health Services, ICMI, and extended engagements with USAA, Convergys, Verizon Wireless, and Covered California. She’s a frequent contributor to Contact Center Pipeline and other industry publications and currently serves on the ICMI Advisory Board.
Murph has nearly 20 years of contact center industry experience. Currently, he's serving as CMO for cloud contact center provider Sharpen Technologies. His responsibilities include designing, implementing and measuring marketing strategies that increase brand awareness and drive sales. Prior to Sharpen, Murph served as senior marketing manager for customer experience solutions provider Interactive Intelligence (acquired by Genesys). There he led new media initiatives focused on creative digital marketing. He has experience on both the IT side, having served in system administration roles, and on the frontlines, working with contact center managers to reveal the underpinnings of superior customer and agent experiences. Among his many accomplishments, Murph is also a frequently cited customer experience professional, having been interviewed by Inc., CustomerThink, No Jitter and other nationally renowned media outlet.
Experience Delivery Leader, Full Service Payroll
Brenda Kross is an Experience Delivery Leader for Quickbooks Online at Intuit. She is responsible for championing a customer obsessed culture by partnering with outsourced vendors to ensure staffing is accurate and experts have the knowledge and tools to ensure their success. While also monitoring the performance of the vendor to ensure they are delivering an amazing customer experience. Brenda has over 24 years’ experience in contact center operations. She has worked for several organizations including: JP Morgan Chase, Sears, Interactive Intelligence, ICMI, and for the past 7 years at Intuit.
She is a results-oriented contact center professional with extensive expertise in forecasting, analysis, process improvement, and team development. Her strengths include project management, problem solving, partner management, resource utilization, and analytical support to drive significant quality and efficiency improvements.
Assistant Vice President, Service Center Operations
Amica Mutual Insurance Company
Eric has been with Amica since 2003 when he started as a First Notice of Loss telephone representative in Lincoln, RI. Later, after spending a few years as a Claims Adjuster in Massachusetts, Eric returned to the contact center as a Supervisor and has since served as the Manager in the Carmel, IN, Spokane, WA and Lincoln, RI locations. He was promoted to his current role in early 2019 and has oversight of the First Notice of Loss units throughout the three contact centers. Eric is a graduate of Stonehill College in Easton, MA with a degree in Economics and is a Chartered Property Casualty Underwriter. Outside of work, Eric enjoys coaching his young sons’ sports teams, playing golf, skiing, cooking and travelling with his wife Molly and two sons, Charlie and Teddy.
Vice President, Contact Center
Bright Horizons Family Solutions
Scott has been with Bright Horizons since 2016 and currently leads the contact center located in Broomfield, CO. His career has been spent helping organizations improve their customer experience delivery across a variety of industries and channels. Scott holds a Bachelor’s degree in Finance from Iowa State University and an MBA from Avila University.
Outside of work, Scott enjoys a typical Colorado lifestyle. He enjoys biking, hiking, skiing and snowshoeing with his wife Ann and two sons, Nick and Tyler.
VP, Chief Care Officer
Global Strategist who has planned, developed, and operated support centers across Europe, Asia, the Americas, and the Middle East. Adept at planning for and responding to regional nuances in markets and business culture. History of designing services to support new sales and support channels, grooming managers to build top-ranking, highly satisfied sales and service teams, and leading efforts to embrace technologies that foster better collaboration. Connect with Ted at: https://www.linkedin.com/in/ted-stodolka-5b43754
CEO & Founder
Scorecard Group Consulting
ICMI Sr. Consultant
Josh Streets lives life with one purpose: “To bring out the best in people and their businesses.” He is a trusted advisor to executives and organizations around the country regarding contact center operations, technology and leadership performance. Josh works with clients on a range of projects focused on contact centers, operations, technology, customer experience and leadership. As ICMI's Technology Practice Leader, he is applying his deep experience and proven success in working with contact centers of all sizes to guide ICMI's suite of contact center technology consulting services.
Josh learned the importance of high performing leadership and honed his business skills early by serving in Fortune 500 senior leadership roles over the course of nearly two decades before creating Scoreboard Group Consulting and joining ICMI as a consultant. Since 2015, Josh has worked with ICMI on medium to large sized strategic business performance projects.
Along with finishing his upcoming book ‘Fix the Root, Get the Fruit’, Josh spends a great deal of time traveling with his family and also serves the needs of several non-profit organizations and causes.
President and Founder
Will Call Consulting
Lark Will is a 30 year veteran of the customer service industry with a specific emphasis on call center management, customer relationship management, database marketing, and ecommerce. She has run call centers throughout the world for AT&T, American Express, Fidelity. eBay and Pfizer. Currently, she is the Director of Customer Care for ADT Security, the leading security and home automation company that serves 6 million customers in the US. She received her bachelors degree in economics from Emory University and her MBA from Jacksonville University. Lark continues to serve on various boards and as officers in call center associations and currently resides in Jacksonville, Florida.