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About The Author

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Bob Furniss
Slalom Consulting, Practice Director, Global Salesforce

For almost 40 years, Bob Furniss' career has focused on helping companies improve their customer experience. Bob recently joined Slalom Consulting as the Practice Director for their Global Salesforce organization. He and his team deliver customer success in the areas of service and support strategies - across all digital channels - with a focus on the world’s top customer engagement platform, Salesforce. As a consultant, he has worked with many of the top brands across the globe.


Bob is proud to have received the prestigious Lifetime Achievement Award from ICMI in 2017 for his work in the contact center industry. He writes for industry publications, is active on Twitter and was named as one of the Top 50 #CCTR Thought Leaders on Twitter in 2015-2019.


On a personal note, Bob is married with two children and two amazing grandsons. He lives in Memphis, TN, loves photography and is an avid Pittsburgh Steeler fan. He and his wife recently launched a nonprofit, in honor of his daughter’s life, that focuses on education and early detection of breast cancer in women 25-40 (warriorprincess.org).


ICMI Top 50 Thought Leader
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