Biographies

IICEM instructors are experts in the field of customer service design, development, and delivery. They have years of practical experience leading successful transformations in customer experience delivery in big and small organizations with diverse product and service offerings. IICEM instructors are well respected in their field, speak at national conferences, and have published several papers and books.

Ajit Utagikar - Coach and Founder

Ajit is the founder, instructor, and coach at IICEM. Using a structured methodology he helps businesses deliver delightful customer experience at each interaction to build customer loyalty and to gain market share. Ajit has trained employees from leading companies in insurance, technology, energy, retail, logistics, banking, telecommunication, and services industries. Read More >>

Chris Witt - Director

Chris brings years of experience and strong skills to IICEM. Over the past 10 years, Chris has held senior leadership positions in Sales, Marketing, Operations, and General Management with profit and loss responsibility including positions at Agilent Technologies, Hewlett-Packard, and IBM. Read More >>

Jerry Fritz - Coach

An enthusiastic and motivational leader, Jerry is dedicated to helping managers and a variety of professionals gain new knowledge and skills to make behavior changes that positively impact business results. He focuses on real-world practical solutions that can immediately translate to successes in all customer interactions. Read More >>

JoAnna Brandi - Coach

In her workshops and keynotes JoAnna motivates entire organizations to get passionate about customers and raise their "Positivity Ratios" at the same time. She uses email, telephone and video to keep her inspiring message and practical how-to's in the forefront of minds of the leaders and customer-facing employees. She specializes in creating more positive, strengths based workplaces where employees are motivated and customers are happy and loyal. She teaches Customer Loyalty and Positive Leadership. Read More >>

Heather Jordan-Brown - Client Relations

Heather Jordan-Brown manages the client relations for IICEM. She comes to us with over 13 years of Sales and Marketing experience in various industries, such as high tech and healthcare. Heather is a member of the American Marketing Association, National Association of Professional Women, Society of Leadership and many more great organizations. Read More >>

Project Coaches

IICEM Project Coaches guide the course attendees through their projects for Three Star and Four Star Customer Experience Manager certifications. Project Coaches are also experts in their field with advanced degrees, years of practical experience, and Six Sigma Blackbelt certifications.

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