2015 ICMI Contact Center Research Findings: Own the Moments

Justin Robbins is a customer service expert, professional speaker, and business consultant that helps organizations maximize the strategic value of their customer experience initiatives. Over the course of his career, he’s coached and consulted with thousands of individuals around the globe on contact center and customer experience best practices.

Today, Justin works with organizations to improve the impact of their performance management programs, drive more meaningful outcomes from their data, and align their customer service teams from the executive office to the front line. He is a frequent author of industry research, articles, and best practice content, and featured expert for media outlets including the New York Times, NBC Nightly News with Lester Holt, and Fox News. Learn more at www.jmrobbinsassociates.com

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.

Ann Sung Ruckstuhl is senior vice president and chief marketing officer at LiveOps. In her role, Ruckstuhl drives LiveOps’ overall marketing and lead generation strategies across the customer lifecycle. Her responsibilities include corporate, product, field and partner marketing, public relations, analyst relations, social media, demand creation, lead nurturing and customer retention.

Ruckstuhl has over 15 years of executive management experience in building successful software and service businesses at start-ups and Fortune 500 companies including Symantec, Sybase (an SAP company), Billpoint (acquired by eBay), and Hewlett-Packard. As an executive at Symantec and HP, Ruckstuhl drove steep revenue and profit growth in consumer tech support and network support services. She worked closely with a number of Symantec BPO partners to market services in 15 languages, provisioned by 14 contact centers with local access numbers in 25 countries. As a part of the core executive teams at Billpoint/eBay and Sybase, Ruckstuhl pioneered the person-to-person online payment technology and transformed Sybase from a database software company to a global leader in enterprise mobility. Ruckstuhl is a frequent speaker at industry conferences on consumerization of IT, cloud computing and marketing automation.

Ruckstuhl received her bachelor's degree in electrical engineering and her master's degree in business administration from the University of Florida.

A passionate connector of people, Erica Marois is a customer and employee experience enthusiast who loves helping others find unique solutions to their biggest challenges. She has 12+ years of experience in content creation and community building and volunteers as a facilitator for CX Accelerator. A content marketing specialist with 8x8, Erica works from home in Richmond, VA, where she lives with her husband and their lab-mix, Quinn. Outside of work, she loves cooking, traveling, and reading.