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Nate Brown shared thisThus concludes the first round of training with the IT department of the Rutherford County Government! This was such an awesome experience. These folks were hungry to learn...and the dialog among the group was something special. A few highlights: 🔹 DiSC is such a helpful tool to understand communication preferences...paving the way to enhanced collaboration both inside of the team and for customer interactions. 🔹 Knowledge management is so 🔥right now. The group leaned in to their role as "knowledge curators" and the opportunity for the team to get "smarter with every customer interaction." 🔹 Unpacking the attributes of a "proactive guide" is so helpful when moving beyond "ticket takers" to experience designers. Proud of this team and their heart to make life better for the citizens of Rutherford County! More to come. 🤠 #CX #CustomerService #ITSM
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Nate Brown shared thisSuch an honor appearing on the CX Heroes podcast with Ben Foden! It’s been a wild and unexpected ride, but I wouldn’t change a thing. Well, maybe a few things 🤣🤣 Customer service is (still) a rich and rewarding career. 💙Nate Brown shared thisNate Brown started his career in a car with no air conditioning, cold calling strip malls in a territory nobody else wanted. Talking to and understanding the one or two customers there became the best part of his day. And today, he co-leads a 5,000-plus-member CX community while filling our LinkedIn timelines (and many CX events) with energy, enthusiasm, and impact. Hear Nate's story below 😊 cc Sarah Caminiti Erica Marois Matt Lyles Leslie O'Flahavan Daniel OberesOne Serious CX Transformation Journey - Nate Brown | CX Heroes #54One Serious CX Transformation Journey - Nate Brown | CX Heroes #54
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Nate Brown shared thisSo excited to be doing an experience elevation workshop for a team inside of the Rutherford County Government today! 🥳 I love traveling to teach, but there is something magical about getting to do this work I love right here in my home town. #ExperienceElevation #CX #CustomerService
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Nate Brown shared thisLet's do more than create a sticky note residue problem. Let's design journey maps that actually help the business. #CX #CXRant #JourneyMap #VoC
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Nate Brown shared thisJust did the final rehearsal and I'm SO excited for our Amplitude Agent Builder event by Parloa happening tomorrow! Extremely impressed by what the team as designed for our participants. Will be a joy to join these amazing folks as we help to build the next wave of enterprise CX! Registration is closed for this one, but there will be future opportunities. Stay tuned! #Amplitude #FutureOfCX #FutureOfService Latané Conant Joseph Huffnagle Justin Robbins Anika Tannebaum - SERVICE Expert Kanthimathi Krishnan, Roland Dolle Elizabeth Hilfrank, Gabby Marrocco
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Nate Brown shared thisIf you are searching for your next role in the #CX or #CustomerService space this one is for you. CX Accelerator is here to equip CX leaders on EVERY stage of their career journey. The "stage in between" is one we focus on the most. We are so grateful to have a world-class career coach, Wendy Taylor, who has been remarkably generous with her time and wisdom. Listen to this pod, join our slack group, and please let us be a resource for you. There are so many career connections that have been made in the community! ▶️🎙️ Audio experience: https://lnkd.in/eXxK2krr ▶️📽️ Video experience: https://lnkd.in/eiXr8BDx #CXAShow #CXJob #JobSearch Erica Marois
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Nate Brown shared thisWe are only eight days out from the Parloa Amplitude event on Aug 18th! There is still time to join us. This is for future-focused CX leaders who want to embrace the change that has now arrived in our space. Learn from some of the very best on how to build a working AI agent. All you need to bring is your unique perspective and creativity. Grateful to our team captains Beth Reedy, Shmuel Saklad, Sarah Bellamy, Mari Urrea and Matthew Cone! Grab a spot right here: https://lnkd.in/gxz-U6RZ #CX #CustomerExperience #FutureOfService #AIinCX #Amplitude
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Nate Brown shared thisThrilled to be offering a brand new keynote for QATC this year! If you are a quality management or training professional in a customer service environment THIS is the community for you! Join us in Nashville on Sept 29th-Oct 1.Nate Brown shared thisQATC is so fortunate to have Nate Brown as part of our Advisory Board, and we are thrilled that he will be sharing his expertise and unique insights at our upcoming QATC Annual Conference. This year, Nate will be delivering a brand-new keynote address for our attendees. We invite you to join us in Nashville from September 29 to October 1 to hear this exceptional presentation: The Toolbox of the Modern Service Leader. The rate of change has left most service leaders feeling overwhelmed. Between rising expectations and shrinking budgets, it can feel as though the cards are stacked against us. Fortunately, we have everything we need to change the game! This keynote will look at the top three challenges facing service leaders today and how we overcome them. We will review the mindset, the strategic processes, and modern methods available for us to elevate interactions and thrive in this new era of the experience economy. Check out the full agenda at https://lnkd.in/gkisWRm8. Make your plans to attend this amazing event and register today at https://cvent.me/QyG1Xn!
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Nate Brown shared this"The practice of managing knowledge is where you learn. It's where you develop new skills. It's how your team grows" - Ben Foden Yes, the technology has taken made the function of knowledge management far easier, but people must be involved in the process. Something important changes inside of us when we help to make knowledge better for the team. Oh, yeah....and an NPS rant. 😆 Helpfeel #Knowledge #KnowledgeManagement #CXMetrics #AgreeOrDisagree
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Nate Brown liked thisI’ve watched to my colleagues push to deliver the most advanced, and arguably most needed release of our platform to date. AI agents and human agents are now working the same customer journeys and you need to be able see what’s happening across both. That’s the job of CX observability: monitor, assure, diagnose and optimise every interaction, whoever (or whatever) is handling it. Operata’s latest release traces the customer journey end to end, from AI to human handover. New service views surface domain-level insights, and expanded MCP tooling brings observability data into the tools you already work in. Worth checking out, especially if you’re exploring ai channels right now.Nate Brown liked thisEnterprises are putting AI agents into live customer calls. When one goes wrong, the picture stops at the edge of the AI, so nobody can say whether it was the model, the queue, the transfer, or the network. That's why today we're launching Overture. Overture puts every AI interaction on the same journey as the human agent it hands to. One timeline, from the first AI turn and its downstream API calls through queue, transfer, and the handoff. AI agents, human agents and remote teams, all measured against the same metrics. We work with global enterprises deploying AI in the customer path. CX Observability is the control layer that gives them the confidence to do it. Read more here 👇 https://lnkd.in/dZDdG-Nf/?utm_campaign=AmazonConnect&utm_source=linkedin&utm_medium=paid&utm_id=621926644&hsa_acc=509343097&hsa_cam=621926644&hsa_grp=218226964&hsa_ad=1541243194&hsa_net=linkedin&hsa_ver=3
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Nate Brown reacted on thisNate Brown reacted on thisOh my heavens, I almost forgot today was National Dog Day! I would have had to save this image till next year! Sharing good wishes from some valuable members of the Cisne team! The background is AI, but the three pups pictured are very real!
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Nate Brown liked thisNate Brown liked thisThe Top 200 LinkedIn Voices in Customer Experience Strategy worldwide are now live. Here is where brand promises are tested. Customer experience is where a message on a website becomes a real interaction. It shapes whether people feel understood, supported, and willing to return. The 200 voices in this global ranking are advancing this work across: → customer strategy, success, and retention → loyalty, CRM, and customer advocacy → service design, research, and journey management → AI, automation, and conversational commerce → support teams and customer-centred culture Their work reaches retail, hospitality, finance, and digital services across Europe, Africa, Asia, the Middle East, North America, Latin America, and beyond. A strong customer experience depends on decisions across an organisation. The systems people use matter, as does the way a customer receives help when something goes wrong. Congratulations to all 200 professionals recognised in this edition. Your ideas and practical work are helping organisations listen more carefully and build trust that lasts. How will customer experience shape the brands people choose to stay with? Follow me to discover and learn from the world’s top LinkedIn voices across industries, countries and communities.
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Nate Brown liked thisNate Brown liked thisIf ever you have the opportunity to spend an hour with Susan Smith, take it! It will be time well spent!
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Nate Brown liked thisNate Brown liked this#Minneapolis area Contact Center Leaders - it's time to register for the biggest Midwest networking event of the year! Midwest Contact Center Association (MWCCA) is hosting an event for contact center leaders at the St. Paul Saints game on Sept. 10th, and we'll have the pirate ship exclusively available to our group! Reach out with questions or register using the event link in the comments. Shout out to our sponsors: Prosodica A.W. Companies, Inc. - BPO Solutions TEKsystems Krisp
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Nate Brown reacted on thisNate Brown reacted on thisI'd like to congratulate these fabulous women for making the 2026 ICMI Women of Impact Distinguished Finalist list. We are so proud of your accomplishments and positive impact on the women in the industry. Sarah Caminiti, Head of Business Transformation, SupportNinja Kaylene Eckels, President and COO, Etech Global Services Sarah Gibart, Senior Effortless Experience Manager, Gopher Sport Clarice T. Merriman, Associate District Director, Maricopa County Community Colleges District April Mims, MBA, Associate Director, Enrollment Case Management, VHA Member Services Eligibility Center Natalie Perez, MBA, CEO & Co-Founder, Cisne Beth Reedy, Manager, Integrated Systems & Customer Solutions, Black Rifle Coffee Company Kristine Simmons, Manager, Customer Support, OneCause (Bonterra) #strongwomen #womenleaders #strongertogether #contactcenter #customerservice Adam Boelke Justin Robbins Nate Brown Donna Drehmann Andrea Penta Chris Donovan Erica Marois Greg Salvato Lisa Diehl Matt Woody Brian Jeppesen
Experience & Education
Licenses & Certifications
Volunteer Experience
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Member Of The Board Of Advisors
Quality Assurance & Training Connection (QATC)
- Present 7 years 4 months
Education
The Quality Assurance & Training Connection (QATC) is an organization devoted to facilitating the education, sharing of ideas, and distribution of knowledge among quality assurance and training professionals in the call center. QATC provides its membership with a variety of benefits, including tips of the week, how-to newsletters, regional networking meetings, online forums, and an annual conference.
The QATC Board of Advisors provides leadership for QATC and directs many of its…The Quality Assurance & Training Connection (QATC) is an organization devoted to facilitating the education, sharing of ideas, and distribution of knowledge among quality assurance and training professionals in the call center. QATC provides its membership with a variety of benefits, including tips of the week, how-to newsletters, regional networking meetings, online forums, and an annual conference.
The QATC Board of Advisors provides leadership for QATC and directs many of its activities. The Board is composed of recognized call center leaders and industry experts. -
Event Advisory Board Member
ICMI
- 10 years 1 month
Science and Technology
Among the team responsible for overseeing the content presented at ICMI’s Contact Center Expo & Conference
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Leader / Participant within "PureHeart" CSR Committee
UL
- 8 years 10 months
Science and Technology
Provided leadership in our involvement with the Middle Tennessee ALS Association, the Adventure Science Center, Red Cross, and several other key partnerships in our Corporate Social Responsibility strategy.
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President of the Alumni Board
Toccoa Falls College
- 2 years 1 month
Represents the voice of the Alumni to college leadership. Works to engage Alumni and inspire them to participate in college affairs. Working to implement a mentorship program between students and Alumni.
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Founding President of Prime Meridians Toastmasters Club
Toastmasters International
- 1 year 1 month
Education
Helping members of the club achieve their goals to become better leaders and public speakers.
Honors & Awards
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ICMI Top 25 CX Thought Leaders
ICMI
https://www.icmi.com/resources/2022/2022-icmi-thought-leaders
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USU Top 10 CX Thought Leaders
USU
https://www.linkedin.com/posts/usu-solutions-en_ususolutions-cx-activity-6897484894931349504-97gp
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Martech Top 20 CX Thought Leaders To Follow
Martech
https://martechvibe.com/cx/top-20-global-customer-experience-experts/
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The Awards Magazine Top 50 CX Leaders
The Awards Magazine
https://www.theawardsmagazine.com/customer-experience-cx-influencers-2021/
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ICMI Top 25 CX Thought Leaders
ICMI
https://www.icmi.com/resources/2021/icmi-thought-leaders-2021
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LimeTrophy: The Top Influential CX Leaders of 2020
LimeTrophy
https://www.litmusworld.com/the-top-influential-cx-leaders-of-2020/
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ProcedureFlow Top 30 Contact Center Professionals
ProcedureFlow
https://blog.procedureflow.com/post/622902193375281152/top-30-customer-service-influencers
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Netomoi Top 50 CX Influencers
Netomi
https://www.netomi.com/customer-service-leaders
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Top CX Influencer of the Year
Cloud Cherry
Named by Cloud Cherry as the “Top CX Influencer” for work associated with CX Accelerator.
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ICMI "Top 50" Thought Leaders on Twitter
International Customer Management Institute
For the past three years, ICMI has compiled a list of the top 50 thought leaders to follow on Twitter. We’re incredibly grateful for the thought leaders who help educate, inspire, and motivate the customer service industry.
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HDI Top 25 Thought Leaders in Technical Support
HDI
HDI compiled a list of the top 25 thought leaders in technical support and service management. These individuals are active in the technical support and service management community, as practitioners and/or consultants, and every day they share insights on the challenges you face and the future of the industry. http://www.thinkhdi.com/library/supportworld/2017/top-25-thought-leaders-technical-support-service-management.aspx
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