Our Advisory Panel

To ensure that we continue to live up to the highest standards, we've asked a few of our most respected member-bloggers to serve as an advisory panel for the site. They were selected for the outstanding quality of their work, their expertise across the spectrum of disciplines that make up our community, and most of all for their commitment to the ideals that drive us: inclusiveness, balance, community and civility.

Watch for original, exclusive posts from our advisory panel members. They'll enliven our podcast series, appear in our webinars, and cover events for us as the opportunities arise. And we look to them to be advocates for the community-at-large as well, keeping us focused on our mission as we expand, and making sure we don't forget...

Becky
Carroll

http://customersrock.net
@bcarroll7 on Twitter
Becky Carroll is the President and Founder of Petra Consulting Group focused on WOW customer experiences. Her business blog Customers Rock! (http://customersrock.net) focuses on the intersection of customer service and social media. She is currently the Community Manager at Verizon, and her first book, The Hidden Power of Your Customers: Four Keys to Growing Your Business From Existing Customers, will be released by Wiley on July 20, 2011. Becky teaches the “Marketing via New Media” class at UC San Diego Extension. She is also the Social Media Correspondent for NBC San Diego. Previously, Becky was a Senior Consultant for Peppers & Rogers Group and worked at HP for 14 years.
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John
Hernandez

John Hernandez is a Vice President and General Manager in Cisco’s Enterprise, Commercial and Small Business Division. Mr. Hernandez, published author and creator of Cisco’s Customer Collaboration strategy, manages the research and development of customer collaboration solutions that Cisco takes into the customer care marketplace. His vision combines traditional contact center technology with key additions in social media, network-based multimedia recording, web 2.0 agent workspaces and video to enable businesses and organizations to forge deeper, proactive relationships with their customers. Additionally, Mr. Hernandez is closely involved in the go to market activities with the Cisco salesforce and partners. Previously, Mr. Hernandez served as Senior Director of UC Business Development, where he was responsible for the company’s Unified Communications “Go to Market” strategy. This includes interlock with Cisco organizations responsible for taking Unified Communications to market on a world-wide basis. Before joining Cisco in December 2002, Mr. Hernandez held a variety of management positions at Genesys Telecommunications and Nortel Networks' e-Business unit.
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Jesus
Hoyos

http://www.jesushoyos.com/crm_in_latin_america/
@jesus_hoyos on Twitter
Jesús Hoyos is a CRM industry analyst, advisor, speaker, influencer and blogger for the Latin American region (JesusHoyos.com, LLC). Jesús started his CRM career as consultant in 1990 at Data Code, now SemaTree, a CRM software vendor. He is Partner and co-founder of Solvis Consulting, a consulting firm that specializes in providing services in the execution of Customer Relationship Management strategies. Throughout his career he has assisted clients, vendors, and team members with business processes, requirements, project management, quality assurance, business cases and best practices. Before founding Solvis, he was the Regional Domain Partner for Customer Management Solutions in Latin America for Cambridge Technology Partners. Jesús is also co-founder of Customers Forever, LLC, a company dedicated to promote CRM in Latin America. At Solvis, he has worked with high profile international companies in Canada, United States and Latin America executing CRM strategies and implementing many business solutions. Jesus is also a co-founder of the Social Media Club Mexico City.
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Esteban
Kolsky

http://www.estebankolsky.com
@ekolsky on Twitter
Esteban Kolsky is the Principal and Founder of ThinkJar, an advisory and research think-thank focused on Customer Strategies. He has over 22 years of experience in customer service and CRM consulting, research, and advisory services. Most recently he spent eight years at Gartner, focused on Customer Service and CRM research. While there he coined the terms for EFM (enterprise feedback management) and CIH (customer interaction hub). In addition, he wrote on the social networking topics that led to today's revolution and assisted Fortune 500 and Global 2,000 organizations in all aspects of their CRM.
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Brent
Leary

http://crm2.typepad.com/
Brent Leary is a CRM industry analyst, advisor, author, speaker and award winning blogger. He is co-founder and Partner of CRM Essentials LLC, an Atlanta based CRM advisory firm covering tools and strategies for improving business relationships. His client list includes Research In Motion, Sage, Microsoft, Intuit, Cisco and the state of Georgia's Depart of Economic Development. Recognized by InsideCRM as one of 2007's 25 most influential industry leaders, Leary also is a past recipient of CRM Magazine's Most Influential Leader Award. He serves on the national board of the CRM Association, and as a subject matter expert for the Small Business Technology Task Force. He's been quoted in several national business publications, including the Wall Street Journal, Newsweek and Entrepreneur magazine. In 2009 Leary co-authored Barack 2.0: Social Media Lessons for Small Business. He has written regular online columns for Inc. and Black Enterprise magazines, as well as for popular business sites including American Express OPEN Forum. Leary also hosts and produces the popular "Technology For Business $ake" Internet radio program.
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Alyson
Stone

http://www.desk.com
@Desk on Twitter
Alyson Button Stone is Manager of Customer Programs & Publications for Assistly. She participates in any corporate activity that involves using words to communicate.
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Emily
Yellin

http://www.emilyyellin.com
@eyellin on Twitter
Emily Yellin is a journalist and the author of Your Call Is (Not That) Important to Us (Free Press 2010/updated paperback). She was a longtime contributor to The New York Times, and has also written for Time, The Washington Post, The International Herald Tribune, Newsweek, Smithsonian Magazine, and other publications. Emily visited call centers in four continents when researching her book, and regularly speaks at industry conferences and in the news media about customer service. Emily has a degree in English literature from the University of Wisconsin - Madison and a master's degree in journalism from Northwestern University. She has lived in New York City, Chicago, Los Angeles, and London, but currently lives in Memphis.
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