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What About Bob?For almost 40 years, Bob Furniss’ career has focused on helping companies improve their customer
experience. As Senior Director within the Global Salesforce team at Slalom Consulting, he leads a diverse team of consultants and experts in the areas of service and support strategy - across all digital channels - with a focus on the world’s top customer engagement platform, Salesforce. Before joining Slalom, Bob was the VP of the Global Service Cloud Practice for Bluewolf, an IBM Company. For more 8 years he lead the teams that became #1 Service implementor in the Salesforce ecosystem. As a consultant, he has worked with some of the top brands in the world - Delta Airlines, Coca Cola, AmerisourceBergen, Alltel, AT&T, MetLife, FedEx, Wendy's, and more. Bob grew-up in the contact center space, and filled almost every position from agent to director, before moving into the consulting space. This experience drives his passion for frontline employees. He was presented with the ICMI Lifetime Achievement Award in 2017 for his work in the contact center industry. He writes for several industry publications, is active on Twitter and was named a Top 50 #CCTR Thought Leaders on Twitter four years running - 2015-2019. On a personal note, Bob is married with two adult children and two beautiful grandsons. His son is a children's last in a church in Germantown, TN. His daughter Keesha fought valiantly but stepped into Heaven in November 2017, after a four year battle with metastasized breast cancer. Throughout her fight she was known as the #WarriorPrincess. He and his wife Susan have founded a nonprofit. Keesha Warrior Princess to honor her story and her legacy. The nonprofit is focused on education and early detection in young women 20 to 40 years old (www.warriorprincess.org). You can learn more about his path as a father in the editorial he wrote in the Commercial Appeal. He has a heart for the people of Honduras and has served there for more than 17 years. He is on the board of PointHonduras, a children's charity located in Tegucigalpa. He lives in Memphis, TN, loves photography and is an avid Pittsburg Steelers fan. Connect with Bob on LinkedIn and Twitter. |
#ILoveThisStuff |
I have a passion for all things customer service! While effective processes and the right technology are important, it is the people that drive the path to success. I really do LOVE this stuff!
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My History |
In 2002, I founded Touchpoint Associates, Inc. - which focused on customer experience management and contact center strategies. I proud to say I have worked in the contact center and customer experience world my entire career.
I am proud to be honored with a Lifetime Achievement Award from the International Customer Management Institute (ICMI) in 2017. www.icmi.com. I have the the opportunity to work with some of the leading brands in the world - list of clients. I co-authored “Ideas At Work,” with my long-term friend and colleague, Scott O. Thomas. The book provides a unique gathering of smart ideas focused on improving the contact center. I was also a featured writer in “Mission Possible,” a collection of interviews with men and women whose passions and determinations have helped them reach the top. As a member of the National Speaker Association (NSA), I've been a featured speaker at many industry conferences, including CCDemo, ACCE, SSPA, CRM Solutions and TopRep. I continue to write for many industry publications including Contact Center Pipeline, 1to1 Magazine, Customer Interaction Solutions Magazine, Contact Center World, CRM Magazine, SearchCRM, and SSPA News. More about the personal side of life:
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