Al Hopper is an Army veteran with more than twenty years of experience in customer service. During the 12 years he spent in the main contact center for a major international bank, he served on the inbound digital and social media customer service teams in a variety of leadership roles. In 2015, Al completed his MBA and cofounded a full-service digital agency. He is nationally recognized as a thought leader in social media customer service and contact center management by ICMI, Huffington Post, Microsoft, and Conversocial, among others. Al is also a cohost of the weekly #custserv Twitter chat.