Andrew Gilliam is an HDI-certified IT Support Center Analyst for a public university and an ICMI Featured Contributor and was named one of ICMI’s Top 50 Customer Experience Thought Leaders to follow on Twitter. He speaks and writes about Voice of the Customer strategy, employee and customer experience innovation, and contact center best practices. Andrew has developed employee portals, created effective surveys, and built silo-busting collaboration systems. Learn more at andytg.com, follow @ndytg on Twitter, and connect with him on LinkedIn.