Andrew Gilliam



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, follow @ndytg on Twitter, and connect with him on LinkedIn.

Recent articles

  • Operationalizing Problem Ownership
  • I Can Hear You Smiling: Emotionally Aware Support for Emotionally Exhausting Times
  • Keep Your Career Moving Forward
  • Crisis Communication Advice for Service and Support Leaders
  • Build an Emergency Response Team for Your Business
  • In Case of Emergency: 5 Tips to Enable Remote Work
  • Check the Box: Making Customer Experience Surveys More Actionable