By
The Editors
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Date Published: January 08, 2025 - Last Updated January 29, 2025
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Comments
After reviewing dozens of impressive applications, we’re thrilled to introduce ICMI’s Featured Contributors for 2025! This talented group of experts will share their insights with the ICMI community through bi-monthly articles on a range of critical contact center topics, from forecasting and leveraging AI to leadership, employee engagement, and contact center transformation. Each contributor brings a unique perspective, and we can’t wait for you to learn from their expertise. Stay tuned for their upcoming articles, and don’t forget to connect with them on LinkedIn for even more valuable insights!
Ezra Boggs, Team Lead - Forecasting, FEMA

Expertise: Forecasting in volatile call volume environments
Connect with Ezra on LinkedIn: https://www.linkedin.com/in/ezraboggs/
Mark Brody, CEO/Consultant, Brohawk Solutions, LLC

Expertise: Technology, leadership, talent optimization
Connect with Mark on LinkedIn: https://www.linkedin.com/in/markbrody-brohawksolutions/
Jarrod Davis, Product Marketing Manager, Cognigy

Expertise: Technology, leadership, customer satisfaction, AI
Connect with Jarrod on LinkedIn: Jarrod Davis | LinkedIn
Denise Day, VP Service Center CORs, Bswift

Expertise: Best practices, leveraging AI, human connection and service excellence
Connect with Denise on LinkedIn: Denise Day | LinkedIn
Jodi Gosinski, Customer Service Manager, Leister Technologies LLC

Expertise: Contact Center Management, Customer Experience, Customer Support - All Things People, Process, and Technology
Connect with Jodi on LinkedIn: Jodi G. | LinkedIn
Corey Goldbaum, Director of Marketing and Communications, InteLogix

Expertise: CX, Digitally enabled human support, Meaningful AI, Experience Optimization, Collections/ARM, Customer rehabilitation, Automotive industry, BPO industry, BPM Industry
Connect with Corey on LinkedIn: https://www.linkedin.com/in/coreygoldbaum/
George Kaduru, Customer Support Specialist, Revalize

Expertise: Customer Experience, Customer Success, Customer Service and Support
Connect with George on LinkedIn: https://www.linkedin.com/in/george-kaduru/
Amber Krueger, VP, Shareholder Services - Ultimus Fund Solutions

Expertise: Quality Management, Training, Hiring, Operations Management
Connect with Amber on LinkedIn: Amber Krueger, CC, ALB, MBA | LinkedIn
Luke Jamieson, CX Thought Larrikin

Expertise: CX, EX, Future of Work
Connect with Luke on LinkedIn: https://www.linkedin.com/in/luke-jamieson/
Sean L'Italien, Director of Operations, Patient Ambassador Center (PAC), Sono Bello

Expertise: QA, Operations/Strategy, Technology
Connect with Sean on LinkedIn: https://www.linkedin.com/in/seanlitalien/
Cynthia Long, CEO, CNL Consulting

Expertise: Contact center transformation and best practices
Connect with Cynthia on LinkedIn: https://www.linkedin.com/in/cynthianlong/
Clarice Taylor Merriman, Contact Center Director, Maricopa County Community College District (MCCCD)

Expertise: Leadership, Remote Work and Employee Engagement, Employee Wellness, and Higher Education Contact Centers
Connect with Clarice on LinkedIn: https://www.linkedin.com/in/clarice-t-merriman-28b8ba42?utm_source=share&utm_campaign=share_via&utm_content=profile&utm_medium=ios_app
Charlie Moore, Vice President, Contact Center Operations - SBO, Community Health Systems

Expertise: Employee engagement, Customer Experience Measures, Technology, Quality Measures, Front-line agents focus
Connect with Charlie on LinkedIn: https://www.linkedin.com/in/cdmoore
Peter McGarahan, Senior Director, Workplace & Collaboration Services, First American Financial

Expertise: Customer Experience, Service Leadership, Industry Best Practices (KM, ITIL, SLAs,), Career Development
Connect with Peter on LinkedIn: linkedin.com/in/pete-mcgarahan-00a883
Leslie O'Flahavan, Owner, E-WRITE

Expertise: Writing to customers: GenAI, email, chat, social media, SMS, knowledgeable articles, self-service content, brand voice
Connect with Leslie on LinkedIn: https://www.linkedin.com/in/leslieoflahavan/
Natalie Perez, Chief Marketing Officer, Perman Holdings

Expertise: Contact center technology, contact center operations
Connect with Natlie on LinkedIn: https://www.linkedin.com/in/pereznatalie
Bianca Price, HR Customer Service Experience Manager, Michigan State University

Expertise: Leveraging Data-Driven Strategies to Enhance Customer Experience, Building a Resilient, Customer-Centric Contact Center Culture, The Role of Technology in Revolutionizing Contact Center Operations
Connect with Bianca on LinkedIn: www.linkedin.com/in/biancaprice
Jeff Sheehan, Managing Director, CX JS Consulting

Expertise: Agent Retention Optimization, Customer Contact Optimization, CX Data Optimization, and Lead Generation Qualification for contact centers
Connect with Jeff on LinkedIn: https://linkedin.com/in/jeff-sheehan-thecxroiguy
Dan Smitley, Founder, 2:Three Consulting

Expertise: Workforce Management
Connect with Dan on LinkedIn: LinkedIn.com/in/dansmitley
Deepak Selvaratnam, Chief Operating Officer, Customer Services Audit Limited

Expertise: Mental health and wellbeing of frontline and supervisory staff, Hybrid work assessment and management, Contact center strategy, emerging tech
Connect with Deepak on LinkedIn: https://www.linkedin.com/in/deepak-selvaratnam-b8182a11/