Greg Fettes, 24-7 Intouch, President & CEO

Greg Fettes leads 24-7 Intouch, provider of outsourced contact center services. He is involved in the development of all business aspects, and is primarily responsible for driving the company's growth and focusing corporate culture on service and operational excellence. Under his leadership of innovation and experience, the company has evolved into a multichannel contact center that serves numerous Fortune 500 companies, and over 400 clients throughout the U.S.A. in industries that include consumer packaged goods, food and restaurant, retail, communications, etc. Fettes continues to strategically optimize services to deliver true customer support that results in reduced costs, increased incremental revenue and lifetime customer loyalty for clients.

Martha Brooke, Interaction Metrics, Founder & Program Director

Throughout her career in customer care programs, Martha Brooke has seen far too many companies assume their customer experience is superior when in fact what they provide is bland at best and sometimes plain bad. Explaining this divide, Martha points to an over-reliance on faulty data, weak analytics and poor survey methods. With the goal of giving companies a clear, unbiased view of customer service - and helping them create consistent, compelling customer experiences - Martha founded Interaction Metrics in 2004. Interaction Metrics works in a variety of sectors and counts among its clients GE CareCredit, Abercrombie & Fitch and ProFunds/ProShares.

As program Director of Interaction Metrics, Martha provides account oversight and often leads the delivery of findings presentations. She also evangelizes the importance of solid customer experience measurement, including regularly conducting top-rated workshops for professional organizations such as CRMA and MRA. Martha previously managed customer programs for The Seattle Weekly, LiveBridge, Food.com, Rosen-Brown Advertising and Lucy.com.