The International Customer Management Institute (ICMI), the leading global provider of comprehensive resources for customer management professionals, today unveils the 2025 Featured Contributors and the Top 25 thought leaders.

“Our community thrives on collaboration, innovation and the shared expertise of its members. Our featured contributors bring a wealth of knowledge and insight to help our members elevate strategies and achieve goals,” said Tara Gibb, Senior Director, ICMI. “We’re also excited to introduce our community to the Top 25 Thought Leaders who are an exceptional group of experts shaping the future of the contact center.”

ICMI’s 2025 Featured Contributors The Featured Contributors will share their insights 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. These articles can be accessed via ICMI’s weekly email newsletter: Contact Center Insider and at icmi.com. The 2025 Featured Contributors include:

  • Ezra Boggs, Team Lead - Forecasting, FEMA
  • Mark Brody, CEO/Consultant, Brohawk Solutions, LLC
  • Jarrod Davis, Product Marketing Manager, Cognigy
  • Denise Day, VP Service Center CORs, Bswift
  • Jodi Gosinski, Customer Service Manager, Leister Technologies LLC
  • Corey Goldbaum, Director of Marketing and Communications, InteLogix
  • George Kaduru, Customer Support Specialist, Revalize
  • Amber Krueger, VP, Shareholder Services - Ultimus Fund Solutions
  • Luke Jamieson, CX Thought Larrikin
  • Sean L'Italien, Director of Operations, Patient Ambassador Center (PAC), Sono Bello
  • Cynthia Long, CEO, CNL Consulting
  • Clarice Taylor Merriman, Contact Cetner Director, Maricopa County Community College District (MCCCD)
  • Charlie Moore, Vice President, Contact Center Operations - SBO, Community Health Systems
  • Peter McGarahan, Senior Director, Workplace & Collaboration Services, First American Financial
  • Leslie O'Flahavan, Owner, E-WRITE
  • Natalie Perez, Chief Marketing Officer, Perman Holdings
  • Bianca Price, HR Customer Service Experience Manager, Michigan State University
  • Jeff Sheehan, Managing Director, CX JS Consulting
  • Dan Smitley, Founder, 2:Three Consulting
  • Deepak Selvaratnam, Chief Operating Officer, Customer Services Audit Limited

ICMI’s Top 25 Thought Leaders Each year, ICMI features trailblazers in the contact center. ICMI’s Top 25 Thought Leaders are individuals with the vision, expertise and passion to drive industry innovation. Selection was based on peer nominations and four key criteria: thought leadership, industry impact, knowledge sharing, professional achievements, and leadership impact. Beginning this year, the program will be year-round, focused on learning, sharing and collaboration. The 2025 list of Thought Leaders include:

  • Mike Aoki
  • Sangeeta Bhatnagar
  • Vicki Brackett
  • Nate Brown
  • Brad Cleveland
  • Neal Dlin
  • Rob Dwyer
  • Bob Furniss
  • Nick Glimsdahl
  • Jeremy Hyde
  • Luke Jamieson
  • Beth Gauthier-Jenkin
  • Afshan Kinder
  • Rosetta Carrington Lue
  • Michael Mattson
  • Leslie O'Flahavan
  • Doug Rabold
  • Bryant Richardson
  • Stacy Sherman
  • Jacob Shields
  • Dan Smitley
  • Josh Streets
  • Amas Tenumah
  • Jeff Toister
  • Neal Topf

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ABOUT ICMI The International Customer Management Institute (ICMI) is the leading global provider of comprehensive resources for customer management professionals -- from frontline agents to executives -- who wish to improve customer experiences and increase efficiencies at every level of the contact center. Since 1985, ICMI has helped more than 50,000 organizations in 167 countries through training, events, consulting, and informational resources. ICMI's experienced and dedicated team of industry insiders, trainers, and consultants are committed to helping you raise the strategic value of your contact center, optimize your operations and improve your customer service. ICMI is brought to you by Informa Connect.

Media Contact Meryl Franzman ICMI meryl.franzman@informa.com​

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