Meet ICMI’s 2025 Featured Contributors

By The Editors | Date Published: January 08, 2025 - Last Updated January 08, 2025 | 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

Ezra Boggs, 2025 ICMI Featured Contributor

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

Mark Brody, 2025 ICMI Featured Contributor

Expertise: Technology, leadership, talent optimization

Connect with Mark on LinkedIn: https://www.linkedin.com/in/markbrody-brohawksolutions/

Denise Day, VP Service Center CORs, Bswift

Denise Day, 2025 ICMI Featured Contributor

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

Jodi Gosinski, 2025 ICMI Featured Contributor

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

Corey Goldbaum, 2025 ICMI Featured Contributor

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

George Kaduru, 2025 ICMI Featured Contributor

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

Amber Krueger, 2025 ICMI Featured Contributor

Expertise: Quality Management, Training, Hiring, Operations Management

Connect with Amber on LinkedIn: Amber Krueger, CC, ALB, MBA | LinkedIn

Luke Jamieson, CX Thought Larrikin

Luke Jamieson, 2025 ICMI Featured Contributor

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

Sean L'Italien, 2025 ICMI Featured Contributor

Expertise: QA, Operations/Strategy, Technology

Connect with Sean on LinkedIn: https://www.linkedin.com/in/seanlitalien/

Cynthia Long, CEO, CNL Consulting

Cynthia Long, 2025 ICMI Featured Contributor

Expertise: Contact center transformation and best practices

Connect with Cynthia on LinkedIn: https://www.linkedin.com/in/cynthianlong/

Clarice Taylor Merriman, Contact Cetner Director, Maricopa County Community College District (MCCCD)

Clarice Merriman, 2025 ICMI Featured Contributor

Expertise: Leadership regardless of title, 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

Charlie Moore, 2025 ICMI Featured Contributor

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

Pete McGarahan, 2025 ICMI Featured Contributor

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

Leslie O'Flahavan, 2025 ICMI Featured Contributor

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

Natalie Perez, 2025 ICMI Featured Contributor

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

Bianca Price, 2025 ICMI Featured Contributor

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

Jeff Sheehan, 2025 ICMI Featured Contributor

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

Dan Smitely,

Expertise: Workforce Management

Connect with Dan on LinkedIn: LinkedIn.com/in/dansmitley

Deepak Selvaratnam, Chief Operating Officer, Customer Services Audit Limited

Deepak Selvaratnam, 2025 ICMI Featured Contributor

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/

We are all striving to be better. Whether it’s being better people, better leaders, or better organizations, improvement and advancement is at the heart of our daily intentions. For the contact center, this mission of constant improvement is fundamental to every interaction. We need to meet the expectations of our customers in ways that improve their satisfaction and brand loyalty. We need to improve employee engagement as we build their skills, knowledge, and experience in ways that grow their own loyalty and improve retention. We need to improve our organization’s operational efficiencies in ways that drive revenue and improve the bottom line.

No one understands the contact center’s focus on improvement like ICMI does. We champion contact centers and their people, and our mission is to make both better every day. Through training, consulting, content and events, we unite the community and empower contact centers to serve their customers better, engage their employees more, and improve the customer experience.

Topics: Career Development, Best Practices

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