April 18, 2016
Acertitude Recruits Global Head of Customer Experience for inContact
Customer service expert Paul Herdman joins cloud-based software leader
New York, NY, April 18, 2016 – Paul Herdman has been appointed Vice President, Global Head of Customer Experience for inContact, the leading provider of cloud contact center software and agent optimization tools. In his new role, Herdman will guide the development and delivery of innovative software and services essential to seamless cloud-based interactions. He will have strategic and operational responsibility for ensuring the rapidly growing firm continues to provide the high-value products and personalized service that attract and retain customers globally.
“Paul brings extensive international experience in providing innovative, comprehensive solutions for a great customer experience,” said Rick DeRose, founder and managing partner at Acertitude.
Herdman joins inContact from MaritzCX (formerly Maritz Research), where he was vice president of customer success and a global practice leader. His career also includes assignments in various executive market research and customer service positions in the United States, Canada, Latin and South America, Europe, Asia and Australia.
"Paul and inContact are a great fit,” DeRose said. “He brings the mix of practical expertise and visionary perspective that characterizes inContact and makes it an unquestioned leader in its field. Their leadership team knows the cloud inside out, and understands what it takes to have a great experience as a customer or a provider. But what takes them to the next performance level is a capacity to think strategically and conceptually about how that experience is evolving – and how to stay one step ahead of the curve on behalf of their customers. Paul fits perfectly in that kind of dynamic, growth-oriented culture. He should step in and contribute to their continued success immediately, and for a long time to come.”
The executive search was led by Mr. DeRose. With more than 20-years’ global talent consulting experience, DeRose has managed more than 400 C-level and senior executive searches in technology, telecommunications, private equity, and professional services. As technology continues to transform our world at a rapid pace, he advises clients across a range of industries on leadership selection for their IT function, consulting on how influential trends in digital, mobility, cloud, big data, security, and the customer experience are redefining the skills and expertise needed.