Layne Holley joined CMIQ in September 2012 to lead strategic research initiatives, including industry research that strengthens companies’ customer management and contact center knowledge and decision making through benchmarking and shared practices.
An award-winning journalist, she has covered the customer management/contact center field for nearly 15 years. For the past six years, she has been solely dedicated to the field and the industry that serves it, transitioning from journalist to researcher and analyst.
While on the editorial staff at Alexander Communications Group, she discovered within the firm’s stable of publications Customer Service News and The Customer Communicator, for which she became a contributing editor, beginning her career as a customer management reporter and analyst.
Prior to taking over CMIQ’s new strategic research unit, Layne joined the International Customer Management Institute as managing editor of Customer Management Insight and was promoted to editorial director in 2008 to lead the development of industry research and editorial operations. In that role, she led research-based executive peer groups and workshops and delivered presentations for industry conferences. She served three years as a conference track leader and as the selection committee chairman for ICMI’s Call Center of the Year Awards. She also served as a member of the Call Center Industry Advisory Council (CIAC) in the preparation of contact center industry standards.
Layne has worked one-on-one with and facilitated peer sharing between some of the world's leading brands in their contact center and customer management and contact center operations. She has developed research initiatives and analysis that help companies of all sizes and types strengthen their competitive position.
She is the author of numerous industry research reports and whitepapers and is a highly rated conference speaker. Her work has been incorporated into customer management and customer experience course work at the university level. She is the editor of the 3rd edition of Call Center Management on Fast Forward.