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About The Author

Andrew Gilliam, ICMI Featured Contributor
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Andrew Gilliam
Associate Analyst , HDI & ICMI | Informa Tech

Andrew Gilliam is a passionate Customer Experience innovator and change agent, with a background in IT support and customer service. He now serves as one of ICMI's in-house subject matter experts, writing and speaking about trends and best practices in the Contact Center industry. Before joining ICMI, Andrew was among their 2019 Movers & Shakers and Top 50 Thought Leaders for multiple years.

Join Andrew (@ndytg) for #ICMIchat on Twitter, Tuesdays at 1 ET/10 PT; connect with him on LinkedIn; discover more at



ICMI Top 50 Thought Leader
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