Doug Rabold is a committed CX and ITSM Leader who has led high-performing global teams of up to 350 resources and managed a portfolio of contracts exceeding $60M annual revenue. He is an acknowledged Customer Experience and Employee Experience expert who focuses on developing talent to deliver exceptional support. Doug attended University of Illinois, holds numerous certifications and is a Certified Instructor. He has extensive public speaking experience, is a frequent podcast guest, and a contributing author to several publications. Doug is the XLA Institute North America Evangelist, Past-Chairman of the HDI Board of Directors, sits on the ITAM Forum Strategic Advisory Council and AOTMP Advisory Council. Doug was named 2021 AOTMP IT Management Professional of the Year, was a finalist for 2021 HDI Best Service and Support Manager and was selected as People’s Choice Winner for 2018 HDI Manager of the Year. He was named an HDI Top 25 ITSM Thought Leader 2022-24. Doug was selected by Customer Experience Magazine as a Top 25 CXMStar Influencer in 2023-24. He was a 2023 Top 50 CX Influencer by CX Network, AOTMP University Influencer, and MattsenKumar CX Thought Leader. He was recently named a 2024 ICMI Top 25 CX Thought Leader.

Presenting:

• Pre-12: Re-Imagine(ering) Service Management
• Session 505: Leadership With E's: Leading By Letting Go