Bob Furniss

Director, Global Service Cloud Practice -

Bluewolf, an IBM Company -


For more than 30 years, Bob Furniss' career has focused on helping companies improve customer experiences. As the director of Bluewolf's Service Cloud practice, Furniss leads a team of consultants focused on improving the contact center experience from both the customer and agent perspective.

Furniss' team works with clients in three key areas: Salesforce Service Cloud strategy and implementation, social media strategy and implementation in the contact center, and creating vision blueprints to help companies set a new course for their contact centers in the areas of people and technology.

Bob was recently named a Top 50 #cctr Thought Leader on Twitter by ICMI.