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Nate Brown, Leslie O'Flahavan, and Justin Robbins

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 in 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 ICMI, Exceeders, Netomi, Martech and many more. As a passion project, Nate created CX Accelerator, a first-class virtual community for Customer Experience professionals. Nate currently serves as the Senior Director of Customer Experience for Arise Virtual Solutions and can be found at a variety of conferences speaking and training on the CX topics he loves.


Leslie O'Flahavan has helped thousands of people learn to write well for online customers. She delivers customized writing courses for frontline agents, social media managers, and contact center managers. She is a problem-solver for all the writing challenges faced by contact centers: email, chat, text, and social media. She helps contact centers train agents to write well, measure the quality of their writing, and rewrite their template libraries. In 2018, she completed an overhaul of customer service writing for a global airline’s domestic and international contact centers. Since 2015, Leslie’s been on ICMI’s Top 50 Thought Leaders on Twitter list. She's a LinkedIn Learning (Lynda.com) trainer for the courses “How to Write Customer Service Email,” “Serving Customers Through Chat and Text,” and “Serving Customers Using Social Media.” Leslie is also the author of Clear, Correct, Concise E-Mail: A Writing Workbook for Customer Service Agents. Connect with Leslie at [email protected] or follow her on Twitter @LeslieO.

 

Justin Robbins is an analyst, consultant, and business strategist who helps contact center and customer experience professionals feel greater confidence in leading their teams to success. He has over 20 years of experience in contact center and customer experience operations, has delivered keynotes, training, and consulting services for 50+ Fortune 500 companies, and has served as a featured expert for NBC Nightly News, New York Times, Fox News, iHeartRadio, and NYT Business. He's an Executive Board Member at CX Accelerator, a non-profit community for Customer Experience professionals, and the Senior Director, Corporate Communications & Evangelism at UJET, where he leads their thought leadership programs.


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