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Meet the Judges
The Top Service Leaders Award is judged by a panel of FORTUNETM editors and customer service experts.
Rosa Harris
FORTUNETM Knowledge GroupRosa Harris is a writer and editor with FORTUNETM Knowledge Group and the convener of the panel. She is the winner of two National Magazine Awards in Canada and has taught journalism at four universities. Rosa’s recent writing has focused on emerging business trends, gleaned from a combination of original research and in-depth interviews with senior executives. Her work includes many stories published in FORTUNETM Magazine as well as white papers published by FORTUNETM Knowledge Group.
Joseph Michelli
Speaker, Author, ConsultantJoseph Michelli is an international speaker, author, and organizational consultant who specializes in helping companies build productive workplaces with a focus on the total customer experience. Dr. Michelli has authored numerous books including most recently Driven to Delight: Delivering World-Class Customer Experience the Mercedes-Benz Way. He is an editorial board member for the Beryl Institute's Patient Experience Journal (PXJ) and is on the founders council of CustomerExperienceOne. He has been named as one of the Top 10 thought leaders in Customer Service by Global Gurus.
Andrew Nusca
FORTUNETMAndrew Nusca is the digital editor of FORTUNETM and co-chair of FORTUNETM Brainstorm TECH. He also edits stories in FORTUNETM Magazine and oversees technology coverage across Time Incorporated. Andrew joined FORTUNETM in 2013 after five years at CBS, where he served as writer and editor for the business technology publication ZDNet. He was also founding editor of the business innovation publication SmartPlanet and a contributor to CNET, the technology product review site. He is a graduate of New York and Columbia universities.
Bob Furniss
Bluewolf - IBMBob Furniss is vice president, Global Service Cloud Practice for Bluewolf, an IBM company. His 35-year career has concentrated on helping companies improve their customer experiences. His team at Bluewolf drives customer success in the areas of service and support strategy, with a focus on digital channels. Bob is a frequent speaker at industry events and writes for a variety of industry publications. In 2017 he received a Lifetime Achievement Award from the International Customer Management Institute.
Marcie Smith
McMillianMarcie Smith is senior vice president of customer experience for Macmillan Learning. She has spent the last 15 years leading the shift from reactive support organizations to truly integrated customer experience organizations. Marcie takes disruptive approaches to meeting customer needs and focuses on both listening to, and meeting the expectations of, her customers. Dedicated to transparency, partnership, and customer-centricity, she uses this commitment to drive data-driven decision making with a short and long-term growth mindset for her team and business.
Ken Waldie
EconomistKen Waldie is an ex-officio member of the panel and is responsible for maintaining the integrity of the data collection and analysis process and ensuring the confidentiality of information provided by nominees. Ken is an economist who specializes in business research and analytics, including designing and executing custom research in support of FORTUNETM Knowledge Group’s thought leadership products.